Delivery & Refunds Policy

1. Scope

This policy governs the delivery, access, right of withdrawal, cancellation and refund processes for the digital subscription services offered through the Genu platform and for the physical products that may optionally be supplied (QR stands, NFC cards, printed materials, etc.). By using the Platform you are deemed to have accepted this policy in its entirety.

• Service Provider: Özer Güzel / Gelen Medya, Atatürk Mahallesi Ali Kemali Caddesi No:8 D:8 Merkez/Erzincan 24000, Tax No: 4530769425
• Email: bilgi@genu.tr

2. Nature of the Service

Genu is a cloud-based operations platform ("SaaS") for restaurants, cafés, hotels and similar hospitality businesses. The main services included in the subscription are:

• Menu management and publishing: A digital menu accessed via QR code ({slug}.g-qr.tr subdomain)
• Business panel: Management of menu, stock, campaigns and reporting via app.genu.tr
• Staff operations: The garson.genu.tr (table / call management), mutfak.genu.tr (KDS – kitchen display) and kasa.genu.tr (bill and payment) subdomains
• Augmented reality (AR) product visualisation: 3D model presentation with AR Quick Look on iPhone and iPad (Premium and above)
• Analytics and feedback management

The service provided qualifies as a "service" within the framework of Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun) and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), and is considered within the scope of digital content and online services.

3. Delivery (Access) Terms

Delivery of the digital service takes place when access to the Platform is opened on the user account following successful completion of payment.

• Access time: Following payment confirmation, your account is activated with the relevant subscription plan within 5 minutes at the latest.
• Access method: You can access the Platform by signing in at app.genu.tr with your email / Google account. For staff accounts, PIN-based login is provided on the relevant subdomains.
• Notification: The subscription activation and the invoice are sent to your email address.
• In case of delay: If access is not opened within more than 2 hours, you can contact us at bilgi@genu.tr.

4. Right of Withdrawal

Under the Distance Contracts Regulation, users who qualify as consumers, subject to the exceptions in the regulation and to the extent applicable, have the right to withdraw from the contract within 14 days of the date the contract is concluded, without giving any reason and without paying any penalty, provided that performance of the service has not begun.

• How to give notice of withdrawal: You can exercise your right of withdrawal by sending an email to bilgi@genu.tr with the subject line "Cayma Bildirimi" (Notice of Withdrawal).
• Required information: Your registered email address, subscription plan name, invoice number.
• Confirmation time: Your withdrawal request is evaluated and answered within 3 business days at the latest.

5. Refund Conditions

5.1 General Rule: No Refunds

Genu subscriptions are annual and the fee is paid in advance at the start of the period. Cancellation of a subscription takes effect at the end of the current subscription period. No full or partial (pro-rata) refund is made for the subscription fee paid, including for the unused part of the period.

5.2 Reserved Statutory Rights

The mandatory rights of users who qualify as consumers under Law No. 6502 on Consumer Protection and the Mesafeli Sözleşmeler Yönetmeliği (Distance Contracts Regulation), including the rules on the right of withdrawal for digital services, are reserved to the extent applicable. No provision of this policy limits these rights.

5.3 Service Defect

If the service cannot be provided due to a defect attributable to Genu, Genu first tries to remedy the problem. If the problem cannot be remedied, the user's claims, including a refund, are determined under the applicable legislation. This provision is not an undertaking of an automatic refund.

5.4 Transitional Provision

Subscriptions purchased before 1 October 2026 remain subject to the refund terms in force on the date of purchase.

6. Refund Process & Payment

• Application: Where a refund applies (5.2 reserved statutory rights, 5.3 service defect, 5.4 transitional provision), your request is sent to bilgi@genu.tr.
• Evaluation: The request is evaluated within 3 business days.
• After approval: The refund amount is paid to the card or account with which you made the payment within 14 days of the approval date through the infrastructure of iyzico Ödeme Hizmetleri A.Ş.
• Bank processes: Depending on your bank's processing time, it may take 2-10 business days for the refund amount to appear on your card statement. Genu is not responsible for this period.
• Currency: The refund is made in the currency and amount used at the time of purchase; exchange rate differences are not reflected.

7. Subscription Cancellation

You can cancel your subscription at any time via the Platform or by email. The cancellation;

• takes effect at the end of the current period; no full or partial refund is made for the remaining time of the current subscription period (the reserved statutory rights and the transitional provision in section 5 are excepted).
• After cancellation, you are given at least 30 days to export your data.
• At the end of this period, the account and associated data are securely deleted in accordance with KVKK (Law No. 6698 on the Protection of Personal Data) and the retention periods policy.

8. Exceptions to Right of Withdrawal

Pursuant to Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised in the following cases:

• Contracts in which performance of the service has begun and been completed with the consumer's approval (custom-built integrations, one-off setup services, etc.)
• Products relating to intangible goods performed instantly in electronic form and delivered instantly to the consumer, for which the consumer has expressly confirmed waiving the right of withdrawal
• Services prepared specifically for the individual (for example, a customised theme, or a completed custom domain setup)
• Subscriptions for which this matter is expressly stated under the campaign and promotion terms

9. Physical Products (QR Stands / NFC)

The following terms apply to physical products added optionally to the Genu subscription, such as QR table stands, NFC cards and printed materials:

• Delivery time: Handed over to the carrier within 3-10 business days following order confirmation.
• Shipping fee: Stated at the time of the order; orders above a certain amount may be shipped free of charge.
• Returns: May be returned within 14 days of the delivery date, in the original packaging, unused and in a condition suitable for resale.
• Personalised products: Products containing the business logo, custom printing or personalisation (for example, cards with the business logo) fall within the exceptions to the right of withdrawal and returns are not accepted.
• Damaged / wrong product: If a product arrives damaged or wrong, an exchange or full refund is made provided that a notification with photos is sent to bilgi@genu.tr within 48 hours of the delivery date.

10. Complaints & Disputes

We kindly ask you to send your complaints regarding the refund, delivery or withdrawal processes first to bilgi@genu.tr. In cases not resolved within 30 days, users may apply:

• if they qualify as consumers, to the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) within the monetary limits announced each year by the Ministry of Trade of the Republic of Türkiye,
• for disputes exceeding the monetary limits, to the Consumer Courts (Tüketici Mahkemeleri),
• if they are merchants or legal entities, to the Erzincan Courts and Enforcement Offices.

11. Contact

• Company: Özer Güzel / Gelen Medya
• Address: Atatürk Mahallesi Ali Kemali Caddesi No:8 D:8 Merkez/Erzincan 24000
• Tax No: 4530769425
• Email: bilgi@genu.tr