Refund Policy

This Refund Policy explains the refund conditions for the SİMA subscription and one-time additional analyses provided by Sima Labs. SİMA is a digital service; payments and refunds are processed by our merchant of record, Paddle.

1. Withdrawal right and the digital-service exception

Consumers in the EU generally have a 14-day right to withdraw without giving a reason. However, for digital services this right ends where performance has begun with your express consent and your acknowledgement that you lose the right of withdrawal. Starting an analysis (triggering report and/or image generation) means performance has begun for that credit, and no refund is available for it.

2. Unused credits

If a subscription period or a one-time credit is still unused (no analysis started), you may request a refund within 14 days of purchase, limited to the amount paid for the unused credit.

3. Cancellation vs. refund

Cancelling stops future renewals; your access continues until the end of the current period and no refund is issued automatically. Cancellation is different from a refund request. If you have not used a renewed period at all, you may request a refund within 14 days of that renewal.

4. How to request

Send your request to support@simalabs.app, or use the link in the purchase email you received from Paddle. Approved refunds are issued by Paddle to your original payment method. Your mandatory statutory consumer rights are unaffected.