Refund and Delivery Policy

This English version is a translation provided for convenience. If the English and Turkish versions conflict, the Turkish version prevails, except where the "Your Contracting Party" section of the Terms of Use states otherwise.

Seller / Service Provider Information

This Refund and Delivery Policy applies to the subscription plans, extra SMS bundles, extra staff seats and other electronically provided Planfly services offered under the Planfly brand. For purchases in Turkish lira and all purchases collected through iyzico, the seller is Mobiza Teknoloji. For orders paid on our website in currencies other than Turkish lira, the seller is Paddle, and refunds for these orders are made under Section 3; for in-app purchases through the App Store or Google Play, the seller is Apple or Google, and refunds are made through the store (Section 9.4). For each purchase, the seller is determined under the "Your Contracting Party" section of the Terms of Use and shown on the payment page and on the invoice or receipt.

This Policy applies together with the Distance Sales Agreement, the Preliminary Information Form, the Terms of Use, the Privacy Policy, the KVKK Privacy Notice and the Cookie Policy. In the event of a conflict between this Policy and the Distance Sales Agreement, the Distance Sales Agreement and the mandatory provisions of law prevail.

1. Purpose and Scope

The purpose of this Refund and Delivery Policy is to set out the principles governing the delivery, activation, performance, cancellation, right of withdrawal, refund, subscription termination and request processes for digital services purchased electronically through Planfly.

Planfly is a SaaS platform that offers hair salons, beauty centers, clinics, psychologists, dietitians, physiotherapists, studios and other appointment-based businesses an online booking page, calendar and staff management, customer records, email and SMS reminders, reporting and related digital services.

Planfly services are entirely digital. There is no sale of physical products, and no shipping, postal or hand delivery.

2. Definitions

Unless expressly stated otherwise, the following terms have the meanings below in this Policy:

• Planfly / Platform / Service: the Planfly-branded digital software service provided by Mobiza Teknoloji,
• Seller: the company that is the seller for the relevant purchase, as determined in the introduction,
• Buyer: the natural or legal person who purchases services through Planfly,
• Business: a business that uses Planfly within the scope of its commercial or professional activity,
• Consumer: a natural or legal person acting for purposes other than commercial or professional ones,
• Foreign Consumer: a Buyer who is resident outside Türkiye or whose billing address is outside Türkiye and who purchases Planfly as a consumer,
• Plan: the subscription package that provides use of the Planfly service within a certain scope and limits (Free, Solo, Team, Business and custom plans),
• Billing Period: the monthly or annual usage period,
• Add-on Service: an extra SMS bundle, extra staff seat and similar services that can be purchased in addition to the main subscription,
• Paddle: Paddle.com Market Limited and the Paddle group companies named in Paddle's buyer terms, the seller and Merchant of Record for orders paid on our website in currencies other than Turkish lira,
• Payment Provider: the iyzico Ödeme Hizmetleri A.Ş. ("iyzico") infrastructure used for card payments, card storage and refunds.

3. Refunds for Orders Placed Through Paddle

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all orders paid in currencies other than Turkish lira on our website. Paddle provides customer service for payment and billing inquiries and handles returns and refunds for these orders.

The following refund rules apply to orders placed through Paddle ("Paddle orders"). These rules are Planfly's money-back commitment for Paddle orders; they apply together with Paddle's buyer terms and Paddle's refund policy and do not limit your rights under them.

3.1. Refundable Payments

• First subscription payment, upgrades and add-ons: For the first payment of a new subscription, a plan upgrade payment and add-on purchases (extra staff seats and extra branches), the full amount you paid is refunded if you request it within 14 days of the payment date, without having to give a reason.
• SMS bundles: For extra SMS bundles, the full amount you paid is refunded if you request it within 14 days of the payment date and none of the bundle's credits have been used.
• Renewal payments: Subscription renewal payments are not refunded, except where the applicable law requires it. You can cancel your subscription at any time; cancellation takes effect at the end of the current billing period, and no charges are made for later periods.
• Statutory withdrawal rights: The statutory withdrawal rights of consumers in the European Economic Area, the United Kingdom, Switzerland, Türkiye and the other countries named in Paddle's buyer terms always apply and are handled by Paddle.

3.2. How to Request a Refund and How Refunds Are Made

• You can send your refund request to Paddle through paddle.net or the link in the receipt email sent by Paddle, or write to destek@planfly.com.tr; we forward requests received at this address to Paddle.
• Paddle makes the refund to the original payment method. The time it takes for the refund to reach your account depends on the processes of your bank and card issuer.
• After a full refund, the paid plan or add-on service linked to the refunded payment ends; for a subscription, the business moves to the Free plan, and the business's data is not deleted.
• You can cancel your subscription on the subscription page in the Planfly business dashboard or through paddle.net.

3.3. Other Purchases

The refund, withdrawal, cancellation and invoicing provisions in the other Sections of this Policy relate to purchases made from Mobiza Teknoloji in Turkish lira or through iyzico and apply unchanged to those purchases. For in-app purchases through the App Store or Google Play, cancellation and refund requests are sent to the relevant store and are subject to the store's refund rules (Section 9.4).

4. Digital Nature of the Service

Planfly is a digital software service accessed over the internet. The Buyer uses the service through the Planfly website, the business dashboard, the business's own booking page, the booking widget and related digital access channels.

Services purchased under Planfly are not physical products. Therefore:

• no physical products are shipped,
• no shipment tracking number is created,
• no package is sent to a delivery address,
• no shipping fee is incurred,
• no delivery or return by courier takes place.

The QR codes, posters and print templates that can be downloaded from the business dashboard are digital files; Planfly does not print or ship these materials.

5. Method of Delivery

Planfly services are delivered electronically. Delivery and performance of the service are deemed complete once the following have taken place:

• the selected plan is assigned to the business account,
• the plan limits and features are made available for use,
• any SMS credits included in the plan are added to the account,
• the purchased extra SMS bundle or extra staff seat is added to the account,
• the billing period is started and the payment records are created,
• the purchase information is sent to the Buyer's registered email address.

Whether delivery has taken place can be checked on the subscription page in the business dashboard.

6. Delivery and Activation Time

For card payments, the service is activated immediately and automatically as soon as the payment provider (for Paddle orders, Paddle) notifies Planfly of a successful payment.

For bank transfer / EFT payments agreed by the parties in custom offers, the service is activated after the payment reaches the Seller's accounts and is verified.

Activation may be delayed for the following reasons:

• the payment being put on hold by the bank or the payment provider,
• 3D Secure, fraud checks or a security review,
• a missing or incorrect bank transfer / EFT description,
• missing or incorrect billing information,
• system maintenance or a technical outage.

A Buyer whose payment has been received but whose service is not active may contact the Seller at destek@planfly.com.tr or through a support ticket in the dashboard.

7. No Physical Delivery or Shipping

The address details entered by the Buyer are used not for physical delivery but for invoicing, communication, tax and regulatory compliance processes.

8. Invoice

Invoices for sales made by Mobiza Teknoloji are issued as e-Invoices (e-Fatura) or e-Archive Invoices (e-Arşiv Fatura) in accordance with applicable tax legislation. The invoice or receipt for a Paddle order is issued by Paddle in its own name and sent by email.

For in-app purchases, the purchase receipt is provided by the relevant store.

The invoice is generated from the billing information the Buyer declares on the subscription page; it is sent to the Buyer's registered email address and made available in the business dashboard. The Buyer is responsible for any consequences of entering incorrect or incomplete billing information.

9. Right of Withdrawal and Exception to the Right of Withdrawal

The right of withdrawal applies as set out below, depending on the capacity in which the Buyer makes the purchase and on its billing address. The detailed provisions are set out in Article 20 of the Distance Sales Agreement.

9.1. Consumers with a Billing Address in Türkiye

As a rule, Buyers who are consumers have a 14-day right of withdrawal in distance contracts.

However, the Planfly service is a digital service provided electronically whose performance begins immediately upon payment approval. Therefore, under Article 15 of the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), the right of withdrawal cannot be exercised for contracts concerning services performed instantly in electronic form.

Before payment, the Buyer is informed of the digital nature of the Planfly service, that it will be performed immediately and of the exception to the right of withdrawal, and consents to the immediate performance of the service.

The exception to the right of withdrawal does not remove the Buyer's other statutory rights arising from defective service, incomplete performance, non-performance or mandatory legislation.

9.2. Businesses

A Buyer that purchases Planfly for its commercial or professional activity has no statutory right of withdrawal; Planfly's voluntary cancellation and refund policy in Section 10 applies to that Buyer. A Buyer whose billing address is outside Türkiye declares at the payment step that it is purchasing Planfly for its business or profession.

9.3. Foreign Consumers

For orders placed on our website in currencies other than Turkish lira, the seller is Paddle; the statutory right of withdrawal and refund requests of consumers resident outside Türkiye for those orders are handled by Paddle under Paddle's buyer terms and are sent through paddle.net (Section 3). Section 9.4 applies to purchases made through the App Store or Google Play. Section 9.1 applies to a Foreign Consumer who purchases Planfly from Mobiza Teknoloji; any wider mandatory rights under the law of its place of residence that cannot be excluded by contract (for example, a right of withdrawal under the consumer legislation of the European Union, the European Economic Area or the United Kingdom) remain unaffected. A withdrawal decision in that case is notified with a clear statement sent to destek@planfly.com.tr or with the model withdrawal form in the Distance Sales Agreement; the refund is made to the payment instrument used for the payment within 14 days at the latest from the day the notice reaches the Seller. The detailed provisions are set out in Article 20.3 of the Distance Sales Agreement.

9.4. Purchases Made Through the App Store and Google Play

For purchases made in the mobile app through the App Store or Google Play, cancellation, refund and withdrawal requests are sent to the relevant store through the store's own tools and are subject to the store's terms. If the store approves a refund or withdrawal, the relevant subscription or add-on service ends immediately.

10. Planfly's Voluntary 14-Day Cancellation and Refund Policy

Notwithstanding the statutory exception to the right of withdrawal, as a matter of customer satisfaction, Planfly may cancel the subscription and refund the full amount paid if this is requested within 14 days from the date of the first paid purchase made for a business.

This right is the Seller's voluntary commercial policy and does not constitute a statutory right of withdrawal.

For Buyers who are consumers, the mandatory provisions of law concerning subscriptions, termination, fees for unused periods and defective services are reserved.

Any right of withdrawal that Foreign Consumers have under Section 9.3 applies independently of this policy. For Paddle orders, Section 3 applies instead of this policy.

11. How to Submit a Refund Request

Cancellation and refund requests are sent from the account holder's email address registered with Planfly to destek@planfly.com.tr or through the support ticket form in the business dashboard. For Paddle orders, refund requests are sent as described in Section 3.2.

So that the request can be assessed quickly, we recommend providing the following information:

• first and last name or trade name,
• the email address registered with Planfly and the business name,
• the invoice number or payment date,
• the plan or add-on service purchased,
• the reason for the refund request,
• for payments made by bank transfer / EFT, the details (IBAN) of the bank account registered in the name of the person or entity that made the payment.

The Seller may request additional information or documents for account security, payment security, authorization checks and the accuracy of accounting records.

12. Refund Method

Refunds are made using the method by which the payment was made:

• For card payments, the refund is made to the card used for the payment, through the payment provider that received the payment (iyzico).
• For bank transfer / EFT payments, the refund is made to the bank account registered in the name of the person or entity that made the payment.
• For in-app purchases made through the App Store or Google Play, the refund is made by the store that took the payment (Apple or Google) under the store's refund rules (Terms of Use, Section 14.1).
• For Paddle orders, the refund is made by Paddle to the original payment method under Section 3.

No cash refunds are made, and refund amounts are not transferred to another person's card or account.

13. Refund Process and Timelines

Refund requests are reviewed in light of the payment records, invoice status, service activation and the applicable legislation. Approved refunds are forwarded to the payment provider or bank within 14 days at the latest from the date the request and the required information reach the Seller.

After the refund has been forwarded to the payment provider, the time it takes for the amount to appear on the card statement or in the bank account depends on the processes of the relevant bank and card institution and generally ranges from a few business days to one statement cycle. The Seller is not responsible for delays arising from the processes of banks and payment institutions.

Where required for a refunded purchase, a return invoice is issued or the invoice is canceled in accordance with the legislation.

14. Subscription Cancellation

The Buyer may cancel the subscription at any time from the subscription page in the business dashboard. For security reasons, cancellation can only be performed by a user with the business owner role.

Cancellation takes effect at the end of the current billing period, and automatic renewal is stopped. The Buyer continues to use the service until the end of the paid period; at the end of the period, the business moves to the Free plan. If the subscription is canceled during the free trial, the business moves to the Free plan immediately.

Canceling the subscription does not mean deleting the business account or its data. Deletion of the business is requested separately from the business settings.

15. Refunds for Monthly and Annual Plans

For monthly plans, cancellation takes effect at the end of the current billing period. For cancellations outside the voluntary 14-day refund policy, the fee for a period that has already begun is not refunded.

For annual plans, the fee is collected in advance and grants the right of use for the selected annual period. If an annual plan is canceled early after 14 days have passed from the date of the first paid purchase, as a rule no refund is made for the remaining term.

For automatic renewals, the Buyer is notified before the renewal date and may stop the renewal by canceling the subscription before the renewal date. A Buyer who does not accept a price change may cancel the subscription free of charge before the renewal at which the new price would apply.

For custom offers, different refund terms may be set in the relevant offer or order summary.

16. Plan Changes and Refunds

When upgrading to a higher plan, a prorated difference charge is calculated based on the time remaining in the current billing period, shown on the payment screen and collected. The new plan becomes active immediately once the difference has been paid.

Downgrading to a lower plan or to the Free plan takes effect at the end of the current paid billing period. No refund is made for the current period because of a downgrade.

If, as a result of a plan change, current usage exceeds the limits of the new plan, staff members over the limit may be closed to online booking or plan-dependent features may be disabled; existing appointments and customer records are not deleted.

17. SMS Bundles, Extra Staff Seats and Other Add-on Services

SMS credits included in the plan are added to the account for each billing period; unused credits do not carry over to the next period, cannot be converted into cash and are not refunded.

Extra SMS bundles are one-time purchases, and their credits are added to the account immediately upon payment approval. Bundle credits are valid for 12 months from the date of purchase; used or expired credits are not refunded, cannot be converted into cash and cannot be transferred. Bundles purchased by mistake or in duplicate that have not been used at all are reviewed upon request.

Extra staff seats take effect immediately upon payment. Reductions take effect at the end of the current billing period, and no refund is made for the remaining period.

For other add-on services, the scope, fee, validity period and refund terms are shown to the Buyer at the time of purchase.

18. Free Trial and Free Plan

Planfly offers a 14-day free trial for a business. During the free trial, the features of the Team plan are available; no card details are requested and no fee is charged automatically at the end of the trial.

If no paid plan is purchased by the end of the free trial, the business automatically moves to the Free plan; no data is deleted. Since no payment is taken during the free trial or on the Free plan, no refund applies. For free trials started through the App Store or Google Play, the store's terms and Section 14.1 of the Terms of Use apply.

19. Erroneous, Incomplete or Duplicate Payments

In the event of an erroneous, excess or duplicate payment, the Buyer may notify the Seller. The Seller reviews the payment provider, bank, invoice and system records and refunds the amount collected in excess or in duplicate as described in Sections 12 and 13.

For bank transfer / EFT payments that are incomplete, lack a description or carry an incorrect reference, activation may be delayed, and the Buyer may be asked for a payment receipt or additional verification information.

20. Defective Service, Incomplete Performance or Failure to Provide the Service

The Seller exercises reasonable care to provide the service within the selected plan and its technical scope.

If the service cannot be provided at all, is provided defectively or incompletely, or activation cannot be completed for a reason attributable to the Seller, the Buyer may request a review, a correction, reactivation, an extension of the service term, cancellation or a refund. The Seller assesses the request in light of the technical records, payment records, plan scope and the applicable legislation.

Consumer rights arising from defective service, incomplete performance, non-performance and mandatory legislation are reserved.

21. Late Payment, Grace Period and Suspension

If payment cannot be collected on the renewal date, the Buyer is notified by email and granted a 7-day grace period from the renewal date. During the grace period, the service continues, and the Buyer can keep the subscription running without interruption by paying from the subscription page.

If payment is not completed by the end of the grace period, the subscription ends and the business is moved to the Free plan limits; the business's data is not deleted.

For accounts suspended or closed due to a breach of the Terms of Use, misuse, a security risk or unlawful use, a refund request may be rejected depending on the reason for the suspension. The mandatory provisions of law are reserved.

22. Data Retention and Deletion

When a subscription is canceled or ends, the business account and its data are not deleted; the business can continue to be used under the Free plan. Making a refund also does not result in the deletion of business data.

The business owner can export customer data from the dashboard before deleting the business. If the business is deleted, the records belonging to the business are deleted or anonymized, subject to statutory retention obligations and the backup cycle. Invoices, payment and contract records and other records that must be kept under the legislation are retained for the statutory periods.

23. Customers of Businesses (People Who Book Appointments)

Planfly is a platform that provides technical infrastructure to businesses. The service relationship between people who book appointments through a business's booking page and the business is established between that business and those people.

The relevant business is responsible for providing the service booked, its price, payments collected at the business and its cancellation terms. Unless expressly stated otherwise, Planfly is not a party to this service relationship. People who book appointments can cancel or reschedule them through the appointment management link sent to them, within the time limits set by the business.

24. Misuse and Rejection of Refund Requests

The Seller may reject a refund request, request additional verification or place the account under review in the following cases:

• suspected fraudulent, erroneous or unauthorized payment,
• duplicate or bad-faith refund requests,
• abuse of trial or refund rights through repeated accounts,
• use of the service for unlawful purposes, spam or fraud,
• inability to verify the account holder or the authorized person,
• inconsistency between the payment records and the refund request.

Statutory rights arising from mandatory legislation are reserved.

25. Right to Amend

The Seller may update this Refund and Delivery Policy with prospective effect due to changes in the scope of the service, the plans, payment processes or refund policy, or for regulatory compliance needs. The current text takes effect on the date it is published on this page; the Buyer is informed of material changes by email or dashboard notification. Changes do not alter, to the Buyer's detriment, the refund rights relating to purchases made before the change.

26. Dispute Resolution

With respect to purchases from Mobiza Teknoloji, this Refund and Delivery Policy is governed by the laws of the Republic of Türkiye.

For transactions in which the Buyer qualifies as a consumer under Turkish law, the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) have jurisdiction over disputes within the monetary limits announced by the Ministry of Trade for the relevant year, and the Consumer Courts (Tüketici Mahkemeleri) have jurisdiction over disputes exceeding these limits. In consumer transactions, the Buyer's right to apply to the competent authorities at the Buyer's place of residence or where the consumer transaction was carried out is reserved.

If the Buyer is a merchant, company, tradesperson, self-employed professional or a person acting for commercial / professional purposes, the following courts and enforcement offices have jurisdiction over disputes: Bursa Central (Osmangazi) Courts and Enforcement Offices.

Mandatory rules on jurisdiction and provisions on mandatory mediation are reserved.

For International Customers, the mandatory local rights in Section 29.3 of the Terms of Use are reserved. For Paddle orders, the law and jurisdiction governing the purchase are determined by Paddle's buyer terms.

27. Request and Contact Channels

You can submit your delivery, activation, payment, invoice, subscription, cancellation and refund requests through the following channels:

28. Electronic Acceptance

When purchasing a service through Planfly, the Buyer confirms that:

• the Planfly service is digital in nature and no physical delivery or shipment will be made,
• performance of the service will begin immediately, in electronic form, upon payment approval,
• the Buyer has been informed of the selected plan, billing period, total price, payment method, automatic renewal, and cancellation and refund terms,
• the Buyer has been informed of the right of withdrawal and the exception to the right of withdrawal,
• if its billing address is outside Türkiye, the Buyer has declared whether it is purchasing for its business or profession or as a consumer and, if purchasing as a consumer, has expressly requested that the service start immediately, before the withdrawal period ends,
• the Buyer has read the terms of Planfly's voluntary 14-day cancellation and refund policy

by giving electronic approval on the payment screen.

29. Entry into Force

This Refund and Delivery Policy enters into force on the date it is published on the Planfly website.

• Seller / service provider: Mobiza Teknoloji
• Brand / service: Planfly
• Date of this text: October 10, 2026