Refund & Cancellation Policy

This Refund & Cancellation Policy explains the cancellation and refund terms for the SİMA subscription (2 analyses per month) and one-time top-up packages (1 analysis) provided by Sima Labs. SİMA is a digital service; payments and refunds are processed by our merchant of record, Paddle.

1. Cancelling your subscription

Cancelling only stops automatic renewal. Your access and the remaining analysis credits for the current paid period are kept until the end of that period; it will not renew and you will not be charged again. Cancelling on its own does not create a refund and is not subject to the refund conditions below.

On the annual plan the paid period is 12 months: even if you cancel, your access and the credits that refresh every 30 days continue until the end of that year; you are simply not charged for the following year.

2. Refund conditions

A subscription payment is refunded only if no analysis credit was used within the billing period the payment covers and the request is made within 14 days of payment. If a refund is approved, the subscription ends immediately and that period’s unused credits are cancelled — you cannot both receive the money back and keep the credits.

The same rule applies to the annual plan: an annual payment is refundable within 14 days of that payment and only if no analysis has been used in that time. Once the 14 days have passed or the first analysis has been run, no pro-rata (partial) refund is available for the remaining months; you may cancel and keep using the Service until the end of the period.

The same logic applies to one-time top-up packages: they are refundable if the credit is unused and within 14 days of purchase; if refunded, that credit is removed. Eligibility is determined by looking only at the specific transaction/period being refunded — usage in previous periods or previous top-ups does not affect it.

3. Withdrawal right and the digital-service exception

Consumers generally have a 14-day right to withdraw without giving a reason. However, for digital services performed instantly online, this right ends where performance has begun with your express consent. Starting an analysis (triggering preparation of the report and/or its visualizations) means performance has begun for that credit, and no withdrawal/refund is available for it. The 14-day period remains available for unused credits.

4. How to request a refund

Create your request from the “Request a refund” button on your account page, or email support@simalabs.app. Eligibility is checked automatically; if eligible, the refund is issued by Paddle to your original payment method and may take a few business days depending on your payment provider. Your mandatory statutory consumer rights are unaffected.