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Cancellation, Return and Refund Policy

Last Updated: 14 November 2025
Site: www.alterra-solutions.com (“Site”)
Company: Alterra Solutions (“Company”, “we”, “us”, “our”)

This Cancellation, Return and Refund Policy (“Policy”) sets out the rules on cancellation, termination, returns and refunds in relation to the following services provided by the Company exclusively to its customers operating for commercial and professional purposes (“Customer”):

  • Cloud-based software and platform services (SaaS),
  • Software and systems requiring air-gap / on-premise deployment,
  • Professional services such as integration, installation, consultancy, training, etc.

This Policy forms an integral part of the master services agreement, subscription agreement, licence agreement or similar agreements concluded between the Customer and the Company.

1. SCOPE AND LEGAL NATURE

1.1. The Company offers its products and services solely under a B2B model to natural and legal persons acting for commercial or professional purposes.
1.2. Accordingly, the 14-day right of withdrawal regulated under the Turkish Law No. 6502 on the Protection of Consumers and the related distance contracts legislation, as well as the consumer-specific withdrawal rights under the EU Consumer Rights Directive (2011/83/EU), do not apply to Customers within the scope of this Policy.
1.3. The Customer acknowledges and declares that, in its contractual relationship with the Company, it acts not as a consumer but as a commercial/professional user. This Policy governs the contractual relationship between the parties. In exceptional cases where mandatory rights arise from consumer protection legislation (for example, if the Customer is in fact to be deemed a consumer), such cases will be evaluated separately and solely within the framework of the relevant legislation.

2. TYPES OF SERVICES

This Policy covers the following types of services:

  • SaaS Services: All subscription-based platform, portal, dashboard, API and similar services provided by Alterra Solutions in a cloud environment.
  • On-Premise / Air-Gap Solutions: Software products and licences installed on the Customer’s infrastructure and operating within the Customer’s network or in an air-gap environment, as well as related maintenance/update services.
  • Professional Services: Services such as installation, integration, migration, configuration, custom development, consultancy, project management and training.

3. TRIAL PERIODS AND FREE USE

3.1. The Company may offer a free trial period for certain SaaS services. The duration and scope of such trial periods are specified on the relevant product page or in the agreement concluded with the Customer.
3.2. No fees are charged to the Customer during the trial period. If, at the end of the trial period, the Customer does not wish to continue using the service on a paid basis:
  • The account may be suspended or closed as specified in the agreement, and
  • No billing or refund process will arise.
3.3. If the Customer ceases to use the system during the trial period, this does not give rise to any refund right, as this period is already free of charge.

4. CANCELLATION, TERMINATION AND REFUNDS FOR SAAS SUBSCRIPTIONS

4.1. Billing Periods

SaaS services are generally billed in advance or per period on a monthly, annual or otherwise contractually agreed basis.

4.2. No Cancellation or Refund Within the Period

Unless otherwise agreed in writing:

  • Fees for SaaS services that have been invoiced and whose billing period has commenced are not refunded if the Customer requests cancellation during the relevant period,
  • The Customer may not request any refund or discount in respect of fees that have accrued and/or been paid in advance up to the cancellation date.

4.3. Automatic Renewal and Notice Period

If automatic renewal is provided for in the agreement:

  • If the Customer does not wish to renew its subscription for the next period, it must send a written notice of termination/non-renewal, observing the notice period specified in the agreement and in any event at least 30 days before the end of the current period.
  • If the notice period is not observed, the subscription is automatically renewed in accordance with the agreement and the Customer is obliged to pay the fee for the renewed period.

4.4. Long-Term Commitment Agreements

For SaaS agreements with a fixed commitment term (such as 12 or 24 months):

  • If the Customer terminates the agreement before the end of the term, early termination fees or minimum charges for the remaining periods may be claimed, where contractually agreed.
  • In the absence of any provision to the contrary, fees paid in advance for the remaining periods are not refunded in the event of early termination; the Customer accepts this.

4.5. Usage-Based Billing

In usage-based fee models (e.g. based on number of transactions, users, queries, etc.):

  • No refund is provided for services already used/consumed.
  • If it is technically proven that measurements were incorrect, the Company may compensate this by correcting the invoice or by offsetting the relevant amount against the next invoice (see Section 8).

5. CANCELLATION AND REFUNDS FOR ON-PREMISE / AIR-GAP SOLUTIONS

5.1. On-premise or air-gap solutions generally consist of:
  • Perpetual or term licences,
  • Installation and configuration services,
  • Maintenance, support and update services.
5.2. No Refund After Licence Delivery and Installation

On-premise/air-gap licences and installation services are, by their nature, digital and irreversible. Therefore, unless explicitly agreed otherwise in writing, no refund will be made after the licence key has been delivered and/or the installation has been completed.

5.3. Acceptance Processes

If an acceptance test/acceptance protocol is provided for in the agreement:

  • The Customer is obliged to notify the Company in writing, within a reasonable period, of any non-conformities and deficiencies identified during the acceptance tests.
  • The Company shall remedy such non-conformities within a reasonable period (e.g. by bug fixes, patches, configuration changes).
  • If the non-conformity cannot be remedied within a reasonable period and the Customer reasonably states that the system is “not suitable” in a material way, the parties shall implement the termination and refund mechanism set out in the agreement.
5.4. For on-premise solutions, termination and refunds are often governed by project-based agreements. This Policy sets out the general framework without prejudice to more detailed provisions in the agreement; in case of conflict, the provisions of the agreement shall prevail.

6. PROFESSIONAL SERVICES (INTEGRATION, CONSULTANCY, TRAINING, ETC.)

6.1. Professional services are typically charged on:
  • a time-and-materials basis (hourly/daily), or
  • a project-delivery basis (fixed price with milestones).
6.2. If the Customer wishes to cancel or postpone a planned service:
  • The Customer must notify the Company in writing within a reasonable period in advance (for example, at least 5 business days prior to the planned service date).
  • For later cancellations, cancellation/delay fees specified in the agreement may be charged to compensate the Company’s loss (e.g. 50% or 100% of the planned day(s)).
6.3. No Refund for Performed Services

For consultancy, integration, training and similar services that have been performed, completed or are in progress, the fees corresponding to the portion of services already rendered are not refunded. For the remaining portion, the termination provisions of the agreement shall apply.

7. SLA, SERVICE INTERRUPTIONS AND CREDIT/DISCOUNT MECHANISM

7.1. The Company may provide a Service Level Agreement (SLA) for certain SaaS or managed services. Under the SLA, the Company may commit to:
  • a certain uptime level,
  • support response times,
  • resolution times.
7.2. In the event of an SLA breach, if provided for in the agreement, the Customer may be entitled to:
  • service credits,
  • discounts applied to the next billing period,
  • a right to terminate the agreement for cause in the event of repeated breaches exceeding specified thresholds.
7.3. Service credits granted under an SLA are, as a rule, used as offsets against future invoices rather than as cash refunds. Unless otherwise agreed in writing, the Customer may not convert such credits into a cash refund claim.

8. INVOICE CORRECTIONS AND ERRONEOUS CHARGES

8.1. If the Customer believes that an invoice contains an error, it must raise an objection in writing within 14 days from the date of issuance of the relevant invoice.
8.2. If, upon review:
  • an overcharge or billing error is identified, the Company shall either:
    • refund the erroneous amount, or
    • apply a corresponding discount as an offset against the next billing period.
8.3. Bank charges, foreign exchange differences and similar costs may, to the extent permitted by applicable law, be deducted from the refund amount or charged to the Customer. Details may be regulated separately in the agreement.

9. REFUND METHOD AND TIMELINE

9.1. In cases where the Company agrees to issue a refund under this Policy or the relevant agreement:
  • Refunds will, where possible, be made using the same payment method through which the original payment was received (for example, bank transfer, credit card).
  • The net amount to be refunded will be determined by taking into account any applicable tax obligations and statutory deductions.
9.2. Once a legitimate refund request has been approved, the Company aims to process the refund within a reasonable period (for example, within 30 days at the latest), in accordance with the applicable legislation and contractual provisions.

10. PERSONAL DATA, ACCOUNT CLOSURE AND DATA RETENTION

10.1. Cancellation of the service or termination of the agreement does not mean that all of the Customer’s personal data will be deleted in their entirety.
10.2. Pursuant to KVKK, GDPR and relevant legislation, the Company is obliged to retain certain data for specific periods in relation to accounting records, evidentiary obligations concerning the agreement, dispute resolution processes and statutory retention periods.
10.3. Detailed information regarding the processing and retention of personal data is provided in the Privacy Policy and Cookie Policy available on the Site.

11. UPDATES TO THIS POLICY

11.1. The Company may unilaterally update this Policy in line with changes in applicable legislation and commercial conditions.
11.2. The updated Policy becomes effective as of the date of its publication on the Site and applies immediately to new agreements; for existing agreements, it applies in accordance with the amendment provisions of the relevant agreement.

12. APPLICABLE LAW AND DISPUTE RESOLUTION

12.1. Unless otherwise agreed between the parties, Turkish law shall apply to the application and interpretation of this Policy.
12.2. The parties agree that the Courts and Enforcement Offices of Istanbul (Çağlayan) shall have jurisdiction over any disputes arising from this Policy.
12.3. If the Customer is resident in another country and mandatory commercial or data protection rules of that country are applicable, such mandatory provisions shall remain reserved.