Delivery and Returns

Scope

These Delivery and Returns terms govern the delivery of Person-Question credits purchased on the online software platform (SaaS) provided by SCL TEKNOLOJİ ARAŞTIRMA VE DANIŞMANLIK ANONİM ŞİRKETİ ("SCL") under the trading name Synthetic Consumer Lab (SCL) at https://synthetic-consumers.com, and the conditions under which their price is refunded.

SCL does not sell physical products. Because the service sold is provided entirely electronically, there is no shipping, physical delivery or return of goods. On this page, "delivery" means adding the purchased credits to the Buyer's account on the platform, and "refund" means paying the amount paid back to the Buyer.

Card payments are taken through the infrastructure of iyzi Ödeme ve Elektronik Para Hizmetleri A.Ş. ("iyzico"), using Visa- or Mastercard-branded credit or debit cards. Card details are entered on iyzico's secure payment form; SCL does not see or store the card number, the expiry date or the CVV/CVC code. Under written agreements on Corporate terms, the price may also be paid by bank transfer or EFT against an invoice.

The terms "Individual Buyer" and "Corporate Buyer" have the meanings given to them in the Distance Sales Agreement; "Buyer" covers both. In short, an Individual Buyer is a natural person who places the order with the Individual option on the payment page and is treated as a consumer; a Corporate Buyer is a person who places the order with the Corporate option, declaring that they are buying the credits in the course of their commercial or professional activity (for example, a company or an institution).

The core provisions on the delivery of credits, the right of withdrawal and the cases in which refunds are made also appear, in the same wording, in the Pre-Contract Information Form and the Distance Sales Agreement; this page also explains how these provisions work in practice. If there is any discrepancy between this page and those documents, the provision more favourable to the Buyer applies.

Delivery

Purchased Person-Question credits are added automatically to the Buyer's account on the SCL platform once iyzico confirms the payment. If a technical problem occurs, the credits are added within 24 (twenty-four) hours of payment confirmation at the latest. The service is provided entirely electronically; there is no physical delivery, shipping or return carrier.

When the order is completed, an order confirmation e-mail containing the order summary and the payment confirmation is sent to the e-mail address registered to the Buyer's SCL account. The Pre-Contract Information Form and the Distance Sales Agreement are also sent to the same e-mail address after the order. Depending on the Buyer's status, the invoice is issued as an e-Arşiv invoice or an e-Fatura and sent by e-mail.

The credits are used by logging in to the SCL platform with the Buyer's user account.

If the credits do not appear in the account

If the credits do not appear in the account after payment confirmation, or the order confirmation e-mail has not arrived, the Buyer may contact SCL through the following channels without waiting for the 24-hour period to expire:

• E-mail: [email protected]
• Telephone: 0212 351 54 65

Including the following information in the request helps SCL find the order quickly:

• the e-mail address registered to the SCL account;
• the date and approximate time of the order;
• the amount paid;
• the order number shown in the order confirmation e-mail, if available.

The Buyer does not need to share their full card number, expiry date, CVV/CVC code or any password; SCL never asks for this information through any channel.

SCL reviews its records and adds the credits as soon as possible. If the credits have not been added within 24 hours of payment confirmation, the Buyer may, instead of waiting for the credits to be added, request a refund of the amount paid; this request is made in writing or by e-mail as described in the "Requesting a refund in exceptional cases" section. If an Individual Buyer requests a refund for this reason, the amount paid is refunded together with statutory interest determined under Article 1 of Law No. 3095 on Statutory Interest and Default Interest (Kanuni Faiz ve Temerrüt Faizine İlişkin Kanun), in accordance with Article 16(3) of the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği).

Person-Question credits

A Person-Question credit is a prepaid right to use the service, redeemable only on the SCL platform. It is not electronic money, cannot be exchanged for cash and cannot be transferred to another account. Purchased credits do not expire.

One question answered by one synthetic participant is 1 Person-Question; for example, a study in which 200 synthetic participants answer 10 questions comes to 2,000 Person-Questions. Packages, unit prices and any minimum purchase quantities are shown on the Pricing page, and the total amount of the order including VAT is shown in the order summary before payment.

Credits in the account are used in the following order: first, credits granted free of charge or as a gift (including Demo account credits); then purchased credits, starting with those with the earliest purchase date.

Right of withdrawal and refund rule

Person-Question credits are added to the Buyer's account immediately after payment confirmation, and the service is performed electronically. Before confirming the order, an Individual Buyer separately confirms that they agree to performance starting immediately, before the withdrawal period ends, and that they know they will therefore lose the right of withdrawal. Contracts concluded with this consent are contracts for which the right of withdrawal cannot be exercised under Article 15(1)(ğ) and (h) of the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği). Purchased credits are not refunded. The same rule applies to Corporate Buyers.

Cases in which a refund is made

In the following cases the amount concerned is refunded to the card used for payment, in a single payment and without any cost or obligation to the Buyer, within 14 (fourteen) days of SCL receiving the request:

• amounts charged in error or more than once;
• for orders that were paid but whose credits were not added to the account within 24 hours of payment confirmation, the amount paid, at the Buyer's request;
• if the service cannot be provided for reasons attributable to SCL, the price of the unused credits.

Credits spent on runs that could not be completed because of a technical error on SCL's side are restored to the account. These provisions do not limit the Buyer's mandatory rights under Consumer Protection Law No. 6502 and related legislation.

If SCL permanently closes the platform or permanently stops providing the service, and, for Individual Buyers, if performance of the service becomes impossible for any other reason, including force majeure, SCL notifies the Buyer by e-mail within 3 (three) days of becoming aware of this and, without waiting for the Buyer to make a separate request, refunds the price of the unused credits within 14 (fourteen) days of the date of notification at the latest, using the refund method set out on this page.

Credits that are not refunded

Purchased credits are not refunded; this rule applies whether or not the credits have been used. Unused credits remain in the account with no time limit and can still be used. Refunds are made only in the cases listed under the heading "Cases in which a refund is made" and in the other cases provided for in the Distance Sales Agreement (withdrawal exercised before the credits are added to the account, and termination by SCL because the Buyer has breached its essential obligations). No refund is made for the following credits:

• Free and gift credits. Because no payment is received for the gift credits given with the Demo account or for other credits granted free of charge, these credits can under no circumstances be refunded, exchanged for cash or transferred to another account.
• Credits used in completed studies. The price of these credits is not refunded and the credits are not restored to the account. This rule does not affect the refund of amounts charged in error or more than once. If a study is defective, the Buyer's statutory rights regarding defective services are reserved. Credits spent on runs that could not be completed because of a technical error on SCL's side are, however, restored to the account.

Synthetic participants are not real people; their answers are generated by artificial intelligence models, and study results serve as decision support. The fact that the results do not meet the Buyer's expectations is not, on its own, a ground for a refund or for restoring credits.

This section does not limit the Buyer's mandatory rights under Consumer Protection Law No. 6502 (Tüketicinin Korunması Hakkında Kanun) and related legislation, including those relating to defective services.

Requesting a refund in exceptional cases

Refund requests are sent to SCL in writing or on a durable medium, preferably by e-mail, through the following channels:

• E-mail: [email protected]
• Post: SCL TEKNOLOJİ ARAŞTIRMA VE DANIŞMANLIK ANONİM ŞİRKETİ, Akat Mah. Hare Sk. 2. Söltaş Evleri K-8 Blok No: 16 Beşiktaş/İstanbul

The Buyer may obtain information by telephone (0212 351 54 65); for the request to be recorded and for the start of the period to be established, the request must also be sent in writing or by e-mail.

For the request to be resolved quickly, it must include the following information:

• the order date;
• the e-mail address registered to the SCL account;
• the amount for which a refund is requested;
• the reason for the request: an amount charged in error or more than once, an order whose credits were not added within 24 hours, the inability to provide the service for reasons attributable to SCL, or another reason based on the Buyer's statutory rights;
• the order number, if available; and, for amounts charged in error or more than once, also the date and amount of the charge as shown on the card statement.

Sending the request from the e-mail address registered to the SCL account makes it easier to verify that the request comes from the account holder. If any information is missing, SCL asks the Buyer to provide it; the 14 (fourteen) day refund period runs from the date SCL receives the request. SCL confirms by e-mail that it has received the request and informs the Buyer of the outcome.

If the provision of the service becomes impossible, no request is needed for a refund; SCL informs the Buyer of its own accord.

A Buyer who believes that credits which should have been restored have not appeared in the account may write to [email protected], stating the e-mail address registered to the SCL account and the name and date of the study.

Refund period and method

• The refund is made within 14 (fourteen) days at the latest of the date SCL receives the request or, if the provision of the service becomes impossible, of the date of SCL's notification.
• For card payments, the amount is refunded to the card used for payment, through iyzico.
• Whatever method is used, the refund is made in a single payment; no cost, commission or deduction is charged to the Buyer.
• Refunds are not made in cash, by adding credits to the account, or to a card or account belonging to another person.
• The price of unused credits to be refunded because the service cannot be provided or its provision becomes impossible is calculated on the basis of the unit price, including VAT, that the Buyer actually paid for those credits. If the credits were purchased through more than one order, the refund is made to the card used to pay for each order, up to the amount attributable to that order.
• Credits whose price is refunded are deducted from the account when the refund is made.
• When SCL makes the refund, it informs the Buyer of the refund date and amount by e-mail.

The time it takes for the refunded amount to appear on the card statement or in the account transactions depends on the processing times of the bank that issued the card and is outside SCL's control; it is usually 1–3 working days for credit cards and 7–14 working days for debit cards. If the amount does not appear within a reasonable time after the refund date notified by SCL, the Buyer may contact the bank that issued the card, quoting that date and amount.

If, because of the time that has passed since the payment, the amount cannot be refunded to the card through iyzico, SCL informs the Buyer by e-mail and makes the refund within the same 14 (fourteen) day period, by a method appropriate to the payment instrument used, at no cost to the Buyer and in a single payment. For payments made by bank transfer or EFT under written agreements on Corporate terms, the refund is made to the bank account, registered in the Corporate Buyer's name, from which the payment was made.

Card payment disputes (chargebacks)

A Buyer who has a problem with a charge is advised to contact SCL before raising a payment dispute (chargeback) with the bank that issued the card. Refunds in the cases listed under the heading "Cases in which a refund is made" are made under the procedure on this page, without any need to wait for the bank's dispute process.

This recommendation does not limit the Buyer's right to raise a payment dispute with the bank that issued the card or the Buyer's other statutory rights; an Individual Buyer's mandatory rights under Consumer Protection Law No. 6502 and related legislation are reserved.

In the event of a payment dispute, SCL may submit its records of the order, the payment confirmation and the use of the credits to the bank concerned through iyzico. Credits whose price is repaid to the Buyer as a result of the dispute are deducted from the account, and SCL does not make a separate refund for the same amount. Further provisions on payment disputes are set out in the Distance Sales Agreement, and information on the processing of personal data is set out in the Privacy Policy.

Complaints and disputes

Complaints about delivery, credits or refunds can be sent to SCL through the contact channels on this page.

An Individual Buyer may submit complaints and objections, within the monetary limits announced each year by the Ministry of Trade, to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) where they reside or where the consumer transaction took place (also electronically via e-Devlet); for disputes above these limits, they may bring an action before the Consumer Court, provided that mediation has first been sought under Article 73/A of Law No. 6502.

Electronic applications to the Consumer Arbitration Committee can be made through the e-Devlet Gateway.

The provisions that apply to disputes with Corporate Buyers are set out in the Distance Sales Agreement.

Changes and version

SCL may update these terms; the current text is published on this page and the date of the last update is shown at the top of the page. An order is governed by the terms in force on the date of the order; later changes do not apply to the Buyer's detriment in respect of credits already purchased.

Version 1.0. Last updated: 7 October 2026.

Contact and seller information

For questions and requests about delivery, credits and refunds:

Registered company name

SCL TEKNOLOJİ ARAŞTIRMA VE DANIŞMANLIK ANONİM ŞİRKETİ

Trading name

Synthetic Consumer Lab (SCL)

MERSİS number

0757108001900001

Trade registry

Istanbul Trade Registry (İstanbul Ticaret Sicili), registration no. 1099510

Registered office address

Akat Mah. Hare Sk. 2. Söltaş Evleri K-8 Blok No: 16 Beşiktaş/İstanbul

Telephone

0212 351 54 65

E-mail

[email protected]

Chamber of commerce

Istanbul Chamber of Commerce (İstanbul Ticaret Odası), https://www.ito.org.tr

Website

https://synthetic-consumers.com