Cancellation and Refund Terms

Last Updated: October 18, 2026

1. General Provisions

These Cancellation and Refund Terms regulate the cancellation and refund conditions of cloud-based customer relationship management (CRM) software, subscription packages, additional user licenses, storage services, artificial intelligence credits, and other paid services provided by XtraCRM.

Users who purchase paid services through XtraCRM are deemed to have accepted the subscription terms and this policy presented to them prior to purchase.

XtraCRM adopts a transparent, fair, and sustainable service policy based on user satisfaction.

2. Subscription Models

XtraCRM services are offered with a monthly or annual subscription model depending on the selected package.

Users can benefit from the features and usage limits of the purchased package throughout the subscription period.

Subscription fees are collected for the payment period specified at the time of purchase. For subscriptions with automatic renewal enabled, the subscription will be renewed at the end of the relevant payment period unless canceled by the user.

Users can cancel their subscriptions via the account management panel or by contacting the support team.

3. Subscription Cancellation

Users have the right to cancel their existing subscriptions at any time.

When the cancellation is processed:

Automatic renewal of the subscription is stopped.
The user can continue to use the service until the end of the current subscription period for which they have paid.
No new fee will be charged for the next subscription period.
The cancellation does not eliminate payment obligations for past periods.

Subscription cancellation does not mean immediate deletion of the user account or data stored within the account.

Rights arising from legislation and special contract provisions are reserved.

4. Refund Conditions

XtraCRM is a software service delivered digitally and made available for use at the subscription start.

Therefore, in cases where the service is made available and its execution begins, no refunds are made for used subscription periods to the extent permitted by the applicable legislation.

Cancellation of a monthly or annual subscription by the user during the period does not alone grant the right to a proportional refund for unused time.

However, refund requests are considered in the following cases:

Duplicate payment made for the same service.
Incorrect amount charged to the user due to a systemic error.
The purchased service is never made available due to reasons attributable to XtraCRM.
Refund deemed appropriate by XtraCRM.
Mandatory refund as required by applicable legislation.

Refund requests are evaluated considering the nature of each case and relevant legal obligations.

5. Cancellation of Annual Subscriptions

Annual subscription packages may be offered at discounted prices compared to monthly subscriptions.

If the user cancels the annual subscription before the end of the period, the subscription ends at the conclusion of the current period and will not be automatically renewed.

Fees related to unused months in annual subscriptions are not refunded unless otherwise required by applicable legislation or special agreement between the parties.

6. Additional User and Storage Services

Additional user licenses, extra storage spaces, and other subscription-based services purchased under XtraCRM are subject to the terms of the relevant purchase period.

In case of cancellation or reduction in usage of additional services, changes are applied from the next billing period unless otherwise stated.

Refunds for the current period are not made, except for legal obligations and provisions of special agreements.

7. Artificial Intelligence Credits and Usage-Based Services

Artificial intelligence features offered within XtraCRM may operate on a credit or usage-based billing model.

The following conditions apply to artificial intelligence credits:

Used and consumed credits are not refundable.
Credits consumed as a result of the user's own operations and requests are not reallocated.
Incorrect or duplicate credit purchases may be reviewed.
Erroneous credit consumption caused by technical errors attributable to XtraCRM can be compensated after necessary investigation.
Refund requests for unused credit balances are evaluated within the scope of the conditions declared at the time of purchase and the applicable legislation.

Charges for usage made through API keys obtained by the user from external AI service providers are the responsibility of the relevant third-party service provider.

8. Free Trial Periods

If XtraCRM offers a free trial period, users can try the relevant services free of charge for the specified duration.

Transition to a paid subscription at the end of the free trial period is carried out according to conditions previously communicated to and accepted by the user.

The scope, duration, and usage limits of free trial services may be determined by XtraCRM.

9. Technical Issues and Service Interruptions

XtraCRM takes necessary technical and operational measures to ensure uninterrupted and reliable service delivery.

However, temporary access problems may occur due to planned maintenance, infrastructure issues, interruptions stemming from third-party service providers, or force majeure events.

In cases of serious and prolonged service interruptions originating from XtraCRM, user requests are reviewed and compensation measures such as extending the service period, credit allocation, or refunds may be considered depending on the nature of the issue.

Users' rights arising from legislation and their contracts are reserved.

10. Right of Withdrawal

Users who qualify as consumers within the scope of Law No. 6502 on the Protection of Consumers and related legislation have their legal right of withdrawal reserved.

According to the Regulation on Distance Contracts, exceptions to the right of withdrawal may apply for services that are fulfilled immediately in electronic environments and services that start being fulfilled with the consumer's consent before the withdrawal period ends.

For these exceptions to apply, the information, consent, and other conditions prescribed by the relevant legislation must be met.

Purchases made for commercial or professional purposes are evaluated within the framework of the relevant contract provisions and applicable legislation.

11. Refund Request and Evaluation Process

Users wishing to request a refund can apply through XtraCRM support channels.

Applications must include account information, relevant payment or invoice details, and the reason for the refund request.

XtraCRM reviews applications as quickly as possible and informs the user.

Approved refunds are made within the periods stipulated in the applicable regulations and, as a rule, through the payment method originally used.

Due to processing times of banks and payment institutions, the date the refund amount appears in the user's account may vary.

12. Account Closure and Data Management

After subscription cancellation, user access to account data may be restricted according to subscription terms and applicable data retention policies.

Users can utilize the data export features offered to them before closing their accounts.

The processes of data storage and deletion after subscription termination are conducted within the framework of the XtraCRM Privacy Policy, relevant agreements, and applicable data protection legislation.

Records required to be retained due to legal obligations may be preserved for the relevant retention periods.

13. Policy Changes

XtraCRM may make changes to these Cancellation and Refund Terms in line with legislative changes, service updates, or operational requirements.

Changes are published on the website. Changes significantly affecting users' rights and obligations are notified as required by applicable law.

Changes do not negate users' previously acquired legal rights.

14. Contact

You can contact the XtraCRM support team regarding subscription cancellation, payment processes, and refund requests.

Website: https://www.xtracrm.com

Email: The official support contact address specified on the XtraCRM website.

XtraCRM aims to provide its users with a reliable, transparent, and sustainable software service.