KRATS REFUND AND CANCELLATION POLICY

Effective Date: 17 May 2026 Service Provider: KRATS Yazılım Faaliyetleri (Sole Proprietorship) — "KRATS"

This policy governs refunds, cancellation, and reimbursement for KRATS software subscriptions. Compliant with Turkish Consumer Protection Law, Distance Sales Regulation, and the EU Consumer Rights Directive (2011/83/EU).

1. PRODUCT NATURE

KRATS is a digital content / online service SaaS (Software as a Service) product:

• No physical delivery
• Instant digital access
• Continuous updates + cloud support

Therefore "shipping" or "physical returns" do not apply — however, cooling-off period + cancellation rights are explained under EU Consumer Rights Directive Art. 9 and Distance Sales Regulation.

2. 14-DAY COOLING-OFF (EU + UK + TR Consumers)

2.1 Statutory Cooling-Off Right

For consumer Users (natural persons, not acting for business/professional purposes):

• Cooling-off period: 14 days from agreement / first service access date
• Effect: Full refund to card account within 14 business days
• Method: Email to support@kratsonline.com → "Cooling-off request" subject, or via KEP

2.2 Exceptions to Cooling-Off (EU Directive Art. 16)

⚠️ NOTE: Cooling-off does NOT apply where:

1. Service performance has started and User expressly waived the cooling-off right (consent at registration: "I waive my 14-day cooling-off period" checkbox)
2. Digital content delivered and access/use began
3. Fully paid service consumed entirely (e.g., one-day consultation)

2.3 KRATS Policy Preference

KRATS, more customer-friendly, applies:

• ✅ Cooling-off accepted even if service used in first 14 days
• ✅ Full refund (not pro-rata)
• ✅ Usage data (patient records) can be exported before refund

Exceptions:

• After 14 days, cooling-off no longer available
• Trial / Free plan users not eligible for cooling-off (already free)

3. SUBSCRIPTION CANCELLATION

3.1 Cancellation Method

By User:

1. Portal → Account Settings → "Cancel Subscription" button
2. Or: Email to support@kratsonline.com requesting cancellation
3. Or: Direct cancellation via Paddle payment portal

By KRATS (with 10 days' notice):

• Non-compliance with these terms
• 30-day payment delay
• Legal obligation

3.2 Effect of Cancellation

Automatic renewal stops:

• Cancellation effective immediately
• Current subscription period continues with usage until end
• Service ceases at period end
• 30-day data export window (Section 6)

No early refund (general rule):

• Monthly subscription cancellation mid-month → no refund for unused days
• Annual subscription cancellation mid-year → no refund for remaining months (except 14-day cooling-off)

KRATS policy flexibility:

• For annual subscriptions cancelled after 14 days with material reason (e.g., clinic closure), pro-rata refund may be granted (at KRATS's discretion)
• Request via email; KRATS evaluates within 7 days

4. PARTIAL REFUND (PRO-RATA)

4.1 When Applicable

KRATS issues pro-rata refund in the following cases:

1. SLA Breach — if uptime falls below 99.5% → pro-rata of affected period
2. Material Feature Removal — if a critical plan feature is removed, User may terminate → refund of remaining period
3. Annual Subscription Early Cancellation (discretionary) — KRATS may grant in case of material reason (e.g., clinic closure)

4.2 Calculation

Pro-rata refund = (Annual fee × Remaining months) / 12 months

Example: 10,000 TRY annual subscription, cancelled after 4 months → pro-rata refund = 10,000 × 8/12 = 6,667 TRY

5. NON-REFUNDABLE CASES

KRATS does NOT refund:

• ❌ 14-day cooling-off expired + no early cancellation reason
• ❌ Account closed for terms-of-service violation (Section 5 — TOS)
• ❌ Trial / promotional periods
• ❌ "I don't like it" subjective reason (after 14 days)
• ❌ Third-party vendor outages (Cloudflare, Paddle, etc. — KRATS not responsible)
• ❌ Force majeure (earthquake, war, epidemic)

6. DATA EXPORT AND DELIVERY

6.1 Post-Cancellation Data Export

After cancellation / refund, within 30 days User may:

• Download patient records in JSON or CSV format
• Receive clinic records as PDF report
• Download billing records as PDF

6.2 Delivery Method

• Portal → "Download my data" — instant zip file
• Or: Email request to support@kratsonline.com — delivered within 7 days

6.3 Erasure After 30 Days

After 30 days, KRATS:

• Deletes R2 backups
• Deletes cloud-side telemetry
• Provides erasure certificate on request
• Local SQLCipher data on Clinic's device remains User's responsibility

7. REFUND TIMING AND PAYMENT CHANNEL

7.1 Refund Timeline

• Approval: 3 business days from request → KRATS evaluation
• Processing: 7-14 business days from approval → refund to card/bank
• Total: From request to refund, max 14 business days

7.2 Refund Channel

• Same channel as payment
• Credit card → refund to card account
• Bank transfer → refund to registered IBAN
• Paddle payments → Paddle refund flow (automatic)

7.3 Refund Fees

• KRATS charges no processing fee
• Paddle / bank charges (card company commissions, etc.) may be passed to User

8. NO LIQUIDATED DAMAGES

KRATS does NOT apply liquidated damages:

• No early cancellation penalty
• No early exit penalty in long-term contracts
• No hidden "setup fee non-refundable" charges

Try KRATS; if you don't like it, leave. Fair.

9. QUESTIONS AND COMPLAINTS

9.1 Contact

• Email: support@kratsonline.com
• KEP: hatice.gucuk@hs03.kep.tr
• Phone: +90 850 346 86 01 (business hours)
• Address: Akarca Mah. 313 Sk. Dımlıoğulları Apt. B Blok No: 18/1, Anamur / Mersin, Turkey

9.2 Turkish Consumer Arbitration

For Turkish consumer Users, additional channels:

• Consumer Arbitration Committee (within annual monetary limit) → e-tuketici.ticaret.gov.tr
• Consumer Court (above the limit)

9.3 EU Consumers

EU jurisdiction Users have additional rights:

• EU Online Dispute Resolution Platform: ec.europa.eu/odr
• Local consumer protection authority

10. POLICY CHANGES

• 30 days' email notification of policy updates
• Current subscription period applies old policy until end
• New subscriptions are subject to new policy

VERSION HISTORY