Cancellation and Refund Terms

protan.ai supplies a digital service. There is no physical product and no shipment, so a refund here is a refund of a service fee, not a product return.

Effective: 16 September 2026 · Version: 1.3

Contents

1. 1. General
2. 2. Free scan
3. 3. One-off packages
4. 4. Monitoring subscription
5. 5. Third-party costs
6. 6. How to cancel a subscription
7. 7. How a refund is made
8. 8. Incorrect or duplicate charges
9. 9. Objections about results
10. 10. Contact

1. General

Every service offered under the protan.ai brand by Protan Bilişim Reklam ve Danışmanlık Hizmetleri Ltd. Şti. is performed digitally, and the output is delivered as a PDF report and through the web panel. No delivery or return-shipping terms apply; a refund means repaying all or part of the service fee collected.

Payments are taken by Dodo Payments as merchant of record, so refunds are made back through Dodo Payments to the card the payment came from.

The legal basis of the right of withdrawal and its exceptions are set out in the Distance Sales Agreement.

2. Free scan

A free scan is free of charge. Nothing is collected, so there is nothing to refund. You may ask us to delete your free scan record at any time by writing to info@protan.ai.

3. One-off packages

For the Başlangıç, Growth and Pro packages, what is refunded depends on how far the measurement has got:

| Stage | Refund | | --- | --- | | Paid, scan not yet started | The full amount is refunded. The 14-day right of withdrawal applies at this stage. | | Scan started with your express consent; AI queries in progress | The right of withdrawal has ended. The fee for engines already queried is not refunded; the fee for engines not yet queried is refunded, calculated by dividing the package fee equally across the number of engines. | | Report and roadmap delivered | No refund. |

• The proportion completed is determined from the work items in the package — AI queries, report and roadmap, file installation, competitor control group — and is shared with you in writing.
• The date and time the scan actually started is evidenced by the timestamp in the measurement record.

4. Monitoring subscription

Monitoring is supplied for the billing period you chose (monthly or annual) and is invoiced at the start of each period.

• You may end it at any time and without giving a reason.
• Cancellation takes effect at the end of the current period, which has been paid for. The fee for a period already begun is not refunded, and the service continues to the end of that period. On an annual period that can be up to a year, and the service runs without interruption for the whole of it.
• The next period is not invoiced and any recurring payment authorisation is cancelled.
• On subscriptions that run by payment invitation you do not need to do anything to cancel: a period that is not paid for never begins, and the subscription closes by itself. If you pay within 14 days of the end of the period, the service resumes where it left off and nothing is charged for the pause.
• After cancellation you can still reach your past measurement records and reports for the retention period stated in the Privacy Policy.

5. Third-party costs

Package fees include no payment to any third party. Domain names, hosting, directory or platform memberships and licence fees are outside the scope of the service. If, at your request, we make such a payment on your behalf, it is only ever done with prior written approval, and amounts passed on to third parties are not refunded — they are not our service fee.

6. How to cancel a subscription

A Monitoring subscription can be cancelled at any time, free of charge and without giving a reason:

1. Sign in to the protan.ai customer panel.
2. Open the Invoices and subscription page.
3. Use the Stop monitoring link on the subscription concerned.

Cancelling also ends any recurring payment held at the payment institution, and nothing is collected for later periods. The service continues to the end of the period already paid for. Cancelling does not extinguish amounts already due and unpaid; any remaining balance is collected through a payment link.

You can also cancel by e-mailing info@protan.ai.

7. How a refund is made

1. Send your refund request to info@protan.ai.
2. We assess it without delay and tell you the outcome in writing.
3. An approved refund is made by the same method the payment was made: back through Dodo Payments to the card that was charged.
4. The refund is submitted within 14 days of approval at the latest. How long it then takes to appear on your card account depends on your bank and is typically a few working days; that part is outside our control.
5. Where an invoice or receipt was issued for the amount refunded, a corresponding credit note is issued.

8. Incorrect or duplicate charges

If you think a charge is the result of a system error, a duplicate capture or an unauthorised transaction, contact us at info@protan.ai.

Any charge found on review to have been made without justification is refunded in full, with no further conditions.

9. Objections about results

protan.ai scores reflect model behaviour at the moment the scan was run. Because AI output changes over time and from query to query, no particular score or result is undertaken, and a low score is not on its own a ground for a refund.

That said, if you believe your report contains a technical error — a missing AI query, an incorrect brand match, wrong competitor data and the like — tell us at info@protan.ai within 14 days of the report being delivered. If the review confirms the error, the measurement concerned is re-run at no extra charge; where re-running is not possible, the fee for that item is refunded.

Trade marks: ChatGPT, Gemini, Perplexity, Claude and Grok are trade marks of their respective owners. protan.ai is an independent service; it is not affiliated with, endorsed by or sponsored by any of them.

10. Contact

| | | | --- | --- | | Company | Protan Bilişim Reklam ve Danışmanlık Hizmetleri Ltd. Şti. | | Product | protan.ai GEO measurement and visibility service | | Address | 1471 Sok. No.9 D.51 Alsancak, Konak / İzmir, Türkiye | | E-mail | info@protan.ai |

Read these terms together with the Distance Sales Agreement.

This English text is published so that you can read it in your own language. The Turkish version, at protan.ai/tr/iptal-ve-iade-kosullari, is the version that governs. Nothing here limits any right you have under the mandatory consumer law of your country of residence.