Refund Policy

Last updated May 1, 2026

This refund policy (“Policy”) for GENOTURK (“we”, “us”, “our”) describes when and how you (“user”, “you” or “your”) can obtain a refund for payments made on https://genoturk.com and any of its products or services (collectively, “Website” or “Services”). It applies to subscription payments, one-time purchases and any other charges processed through our website, including transactions handled by our payment provider Polar.

Please read this refund policy carefully. If you disagree with or have concerns about it, please do not use our services or contact us at support@genoturk.com.

Summary (TL;DR)

This summary section is provided for your convenience. To read the full refund policy, scroll down or click on any of the linked sections.

• Subscriptions — you can cancel at any time. If you request a refund within 14 days of your purchase and have not yet used the Services, you are entitled to a full refund.
• Service failures — if a technical fault caused by us prevents you from using the Services, you can receive a refund for the affected period.
• Duplicate or accidental charges — erroneous charges are always refunded in full.
• Used services — once you have uploaded genetic data and made full use of the Services, purchases become non-refundable.
• Refunds are issued on the net amount (excluding tax); the corresponding tax is refunded automatically, in full for a full refund and prorated for a partial refund.
• Payment processing fees are not refundable — card network and processor fees remain charged regardless of the refund.
• Chargeback protection — Polar may proactively issue a refund within 60 days of purchase to prevent chargebacks, even if our policy would not otherwise grant one.

Refund Policy Sections

1. When you are entitled to a refund
2. When you are not entitled to a refund
3. Refund amounts and processing fees
4. Refunds and subscriptions
5. Chargeback protection
6. How to request a refund
7. How refunds are paid
8. Cancellations and account deletion
9. Changes to this refund policy
10. Contact us

When you are entitled to a refund

Cooling-off period (14 days)

In line with consumer protection rules, when you purchase a subscription you have 14 days to change your mind. If you request a refund within 14 days of the purchase date and have not yet used the Services (for example, you have not uploaded genetic data or run an analysis), you will receive a full refund of the amount paid.

Service failure and technical issues

If the Services fail to work as described, or a technical issue caused by us prevents you from using the Services, contact us and we will investigate. If the fault is confirmed to be ours, you will receive a refund for the affected period.

Duplicate or accidental charges

If you have been charged more than once for the same order, or you made an accidental purchase, contact us with the transaction details. Any duplicate or erroneous payment is refunded in full.

Unpaid renewals after cancellation

If you cancel after the cooling-off period, you will not be charged again. You will not receive a refund for the already-paid current billing period, but you remain able to use the Services until its end.

When you are not entitled to a refund

Used services

Once you have uploaded genetic data and used the Services (for example, aligning genomes, generating cancer candidates or using the analysis tools), purchases become non-refundable unless the failure is caused by us.

Physical products and sequencing kits

If you order a physical product, a sampling kit or a mail-in sequencing service, the order becomes non-refundable once the product is dispatched or the sequencing is performed, subject to your statutory rights.

Outside the cooling-off period

Except for the cases described above, payments made more than 14 days ago are not refundable.

Refund amounts and processing fees

Refunds are issued on the net amount of the order — the amount excluding tax, minus anything already refunded and with any customer balance applied to the order taken into account. For a full refund the entire remaining net amount is returned; for a partial refund only the amount you specify. The corresponding tax is refunded automatically alongside the net amount — in full on a full refund and prorated on a partial one.

Payment processing fees are not refundable. Credit card networks and payment processors charge fees for the underlying transaction whether or not it is later refunded (industry standard). A refund therefore returns the money paid for the product but not the third-party transaction fee.

Refunds and subscriptions

Refunding a payment made for a subscription returns the money but does not end the subscription. If you no longer want access to the Services, you must cancel the subscription separately so that future payments stop and access is revoked. For one-time purchases, a refund may revoke access to the purchased benefits (such as downloads or licence keys), as appropriate for the order.

Chargeback protection

Polar issues refunds on our behalf and reserves the right to refund an order within 60 days of purchase at its own discretion in order to prevent chargebacks. For such refunds the related subscription is cancelled and the customer’s benefits revoked at the same time. This can apply even where our refund policy above would not otherwise grant a refund, because keeping chargebacks low is required to protect our account.

How to request a refund

To request a refund:

1. Email support@genoturk.com from the email address associated with your account.
2. Include the order ID or transaction reference, the email address you used to sign up and a short description of the reason for the refund.
3. For subscription-related requests you can also open the Subscriptions page in your dashboard and use the billing portal.

We aim to respond to refund requests within 5 business days. Approved refunds are paid within 5–10 business days of approval.

How refunds are paid

Refunds are paid back to the original payment method used for the purchase. If that method is no longer available, we will agree on an alternative with you. Refunds are issued through Polar on our behalf, in full or in part, and the corresponding sales tax is returned automatically.

Cancellations and account deletion

You can cancel your subscription at any time from the Subscriptions page. Cancelling stops future charges but does not by itself entitle you to a refund. Refunding a subscription order also does not cancel it — you must cancel through the billing portal to stop future payments and end access. Deleting your account revokes any active subscription and prevents further payments, as described in our Terms of Service.

Changes to this refund policy

We may update this refund policy from time to time. We will notify you of any material changes by email or by posting a notice on the website. Your continued use of the Services after changes take effect constitutes acceptance of the updated policy.

Contact us

If you have any questions or concerns about this refund policy, you can contact us:

• Email: support@genoturk.com
• Address: GENOTURK BIOINFORMATICS LIMITED COMPANY, Körfez Mah. Adnan Menderes 3. Kısım Bulv. No: 118/C, 55270 Atakum / Samsun, Turkey