This policy supplements the Paddle buyer terms and refund policy shown during checkout. Mandatory consumer rights always prevail.
Scope and payment roles
This policy applies to paid Sitelemetry subscriptions and eligible one-time charges. Sitelemetry is supplied by EGENİL TELEFERİK MÜHENDİSLİK TEKNİK İŞLETME DANIŞMANLIK LİMİTED ŞİRKETİ.
Paddle is the Merchant of Record for online Sitelemetry orders. Paddle processes payments, taxes, invoices and approved refunds to the original payment method. Sitelemetry handles product access and technical support and may provide information needed to assess a request.
Subscription cancellation
You may cancel an active subscription at any time through the billing or customer portal available from your Sitelemetry account. You may also contact Paddle Buyer Support or Sitelemetry Support.
Unless checkout or a written order states otherwise, cancellation prevents the next renewal and access continues until the end of the already-paid billing period. Cancellation alone does not automatically refund the current period.
Refund-request window
Submit refund requests promptly and preferably within 14 calendar days of the relevant initial purchase or renewal. A request within this window is reviewed under this policy, the Paddle buyer terms, service usage and applicable law; it is not an unconditional guarantee of a refund.
Requests made after 14 days may still be considered where required by law or where there is a duplicate charge, unauthorized payment, proven non-delivery or another exceptional circumstance.
Situations generally eligible for review
A full or partial refund may be approved where:
- the same order was charged more than once or the amount materially differs from checkout;
- paid access was not provisioned and support could not restore it within a reasonable period;
- a persistent Sitelemetry fault prevented meaningful use of the purchased service;
- a renewal occurred after a timely, verifiable cancellation request;
- the payment was unauthorized, subject to appropriate identity and fraud checks;
- applicable consumer law requires a withdrawal, refund or other remedy.
We may ask for reasonable diagnostic information, but you should remove secrets and unrelated personal data before sending it.
Situations usually not refundable
Except where mandatory law requires otherwise, refunds are generally not provided for:
- unused time remaining after an ordinary mid-period cancellation;
- change of mind after substantial use of audit capacity, reports or enterprise resources;
- inability to scan a target because authorization, DNS, target availability, access controls or third-party provider rules prevent it;
- temporary unavailability of a disclosed external engine where the core service remains available;
- accounts suspended or terminated for unauthorized scanning, abuse, fraud or material violation of the Terms of Service;
- custom Enterprise commitments governed by a separate signed order, except as stated in that order.
How to request a refund
- Visit paddle.net for the fastest payment and order support, or email support@sitelemetry.com.
- Provide the purchase email, approximate date, plan, order or transaction reference if available, and a short explanation.
- Do not send your full card number, security code, password, API keys or scan secrets.
We or Paddle may request additional information to verify identity, prevent fraud or diagnose non-delivery.
Decision, processing and timing
Refunds may be full or partial depending on the circumstances and applicable rights. Paddle makes the payment-side decision or approval required for a transaction and returns approved funds to the original method. Bank and payment-network processing times vary after approval.
Access associated with a fully refunded purchase may end when the refund is approved. We will not charge a separate refund handling fee.
Consumer rights and payment disputes
Nothing in this policy limits non-waivable rights under applicable consumer law, including remedies for services that are not supplied as described. Digital-service withdrawal rights may vary by country and according to whether performance began with consent.
If you do not recognize a charge, contact Paddle and your payment provider promptly. Where possible, contact us before opening a chargeback so we can investigate and resolve genuine errors quickly. This does not limit your right to dispute an unauthorized transaction.
Policy updates and contact
We may update this policy prospectively. The version in effect on the transaction date applies, subject to mandatory law and any more favorable written commitment.