Zero Door Cancellation, Refund and Termination Policy
B.1. Purpose, scope and position of this document
B.1.1. This Policy governs the cancellation, termination and suspension of Zero Door subscriptions and the refund of amounts collected, as applied by Zerone Siber Güvenlik Limited Şirketi (“Zerone”).
B.1.2. This Policy forms an integral annex to the Zero Door Subscription and Terms of Use and, for on-premises deployments, to the Zero Door Software Licence Agreement. Terms not defined here have the meanings given in those agreements.
B.1.3. Order of precedence: the Order Form, then the Subscription and Terms of Use or the Software Licence Agreement, then this Policy. Where the buyer qualifies as a consumer under Law No. 6502 on Consumer Protection, mandatory provisions enacted for the benefit of consumers prevail over this order.
B.2. Counterparty by purchase channel
B.2.1. The buyer’s counterparty is determined by the channel through which the subscription was purchased. This distinction is stated at the outset because it determines to whom a cancellation notice and a refund request must be addressed.
| Buyer’s place of establishment | Seller and contracting party | Payment rail and currency | Invoice | Addressee of cancellation and refund requests |
|---|---|---|---|---|
| Türkiye | Zerone Siber Güvenlik Limited Şirketi | Through Moka United Ödeme Hizmetleri ve Elektronik Para Kuruluşu A.Ş., in Turkish lira | Zerone’s own e-Invoice or e-Archive Invoice | Zerone |
| Outside Türkiye | A Paddle group company, acting as Zerone’s authorised reseller and merchant of record | Through Paddle, in US dollars | Paddle’s own invoice | Paddle in the first instance, under the Paddle Checkout Buyer Terms; Zerone acts in support |
B.2.2. Buyers established in Türkiye. The sale is made directly by Zerone. Moka United provides payment services only and is not a party to the contract. Cancellation notices and refund requests are addressed to Zerone, and refunds are made to the payment instrument used for the original collection through the Moka United rail.
B.2.3. Buyers established outside Türkiye. Paddle acts as Zerone’s authorised reseller and as merchant of record. This means that the buyer legally purchases the product from Paddle, pays Paddle, and receives Paddle’s invoice. A refund request is therefore addressed to Paddle in the first instance and is subject to the Paddle Checkout Buyer Terms. Where a refund is due under this Policy, Zerone undertakes to instruct Paddle accordingly and to follow the matter through. Contractual responsibility for the provision of the Zero Door service remains with Zerone in all cases.
B.2.4. Currency. In contracts with buyers established in Türkiye the price is set in Turkish lira; under Article 4(g) of Decree No. 32 on the Protection of the Value of Turkish Currency, the price may not be denominated in or indexed to foreign currency. Refunds are made in the same currency and in the amount collected, without exchange-rate adjustment, interest or indexation.
B.2.5. Ordering route. Subscriptions are formed by Order Form. Should Zerone open a self-service purchase surface, the channel distinction in this Article applies unchanged.
B.3. The buyer’s status and the right of withdrawal
B.3.1. Zero Door is an enterprise product. Zero Door is sold to organisations only. A legal entity name and a tax identification number are mandatory at the point of purchase; an order is not accepted without them.
B.3.2. Definition of consumer. Article 3(1)(k) of Law No. 6502 defines a consumer as “a natural or legal person acting for purposes which are outside commercial or professional activity”. What matters is the purpose of the transaction, not the type of legal personality.
B.3.3. No right of withdrawal in B2B sales. Where the buyer is a legal person, or a natural person acting within the scope of its commercial or professional activity, the transaction is not a consumer transaction. In that case Law No. 6502 and the Distance Contracts Regulation (Official Gazette dated 27/11/2014, No. 29188) do not apply and no fourteen-day right of withdrawal arises. An organisation purchasing Zero Door to monitor the file integrity of its own servers acts within its own commercial activity.
B.3.4. Buyers holding consumer status. In the exceptional cases where the buyer acts for purposes outside commercial or professional activity, the withdrawal regime of the Distance Contracts Regulation applies. The buyer may then withdraw within fourteen days, without giving reasons and without penalty, running from the day the contract was concluded for service contracts and from the day of delivery for contracts on intangible goods (Article 9 of the Regulation).
B.3.5. The exception to the right of withdrawal and the conditions for it to operate. Article 15(1) of the Distance Contracts Regulation, subject to the opening words “unless otherwise agreed by the parties”, excepts from the right of withdrawal, under subparagraph (ğ), “contracts concerning services performed instantaneously in an electronic environment or intangible goods delivered instantaneously to the consumer”, and, under subparagraph (h), “contracts concerning services the performance of which has begun, with the consumer’s consent, before the expiry of the withdrawal period”. This exception does not operate automatically. For it to operate, Zerone performs all of the following:
| # | Condition | Basis |
|---|---|---|
| a | Clear pre-contractual disclosure of the cases in which the right of withdrawal cannot be exercised and of the conditions under which the buyer loses it | Regulation Art. 5(1)(h) |
| b | Display of that information as a single block, together with the essential characteristics and the total price inclusive of all taxes, immediately before the buyer assumes the payment obligation | Regulation Art. 6(2)(a) |
| c | For subparagraph (h), a separate, non-pre-ticked consent reading “I consent to performance beginning before the withdrawal period expires and I understand that I will thereby lose my right of withdrawal”, recorded with a timestamp | Regulation Art. 15(1)(h) read with Art. 5(1)(h) |
| ç | Obtaining the buyer’s confirmation that the pre-contractual information has been received | Regulation Art. 7 |
B.3.6. If the above conditions are not met, the exception does not operate and, under Article 10(1) of the Regulation, the buyer is not bound by the fourteen-day period; in that case the withdrawal period expires one year after the date on which the fourteen-day period would have ended.
B.3.7. Withdrawal notice and refund. A withdrawal notice is addressed to the contact points set out in B.12. Confirmation of receipt is transmitted immediately (Regulation Art. 11(2)). Amounts collected are refunded within fourteen days of the date the withdrawal notice reaches Zerone (Regulation Art. 12(1)).
B.3.8. Conversion from trial to paid subscription. Conversion to a paid subscription is a new contract at the moment it is concluded. Where the buyer holds consumer status, the pre-contractual information and confirmation duties are performed afresh for that conversion.
B.4. Cancelling a subscription
B.4.1. How to cancel. A subscription is cancelled by written notice to Zerone given at least 30 days before the end of the current term. Notice is given through the account contact or to the email address in B.12. Cancellation is not a single-click action in the console; written notice is required. For subscriptions purchased through Paddle, the cancellation request may also be submitted to Paddle.
B.4.2. When cancellation takes effect. Cancellation takes effect at the end of the paid term. Access is not cut off during the paid term, the service continues at the same scope and the agents continue to operate.
B.4.3. Stopping auto-renewal. A cancellation notice given in time stops the subscription from renewing automatically at the end of the term. If notice is not given in time, the subscription renews for a further term of the same length.
B.4.4. Renewal reminders. For subscriptions of twelve months or longer, Zerone sends renewal reminders twice, 60 days and 30 days before the renewal date. Failure to send a reminder does not extend the cancellation notice period; however, in that case the buyer may terminate the renewed term without penalty within 30 days of the renewal date and receives a refund under B.5.2.
B.4.5. What happens at the end of the term. The licence expires on the date the subscription ends. Zerone maintains access for a further two days; those two days are a deliberate safety margin for accidental non-renewal. At the end of that period the organisation is suspended and access to the console and to agent connections is cut off. Data of a suspended organisation is governed by B.9.
B.4.6. Lifting a suspension. A suspension applied solely because the licence has expired is lifted automatically when the licence is renewed. A suspension applied for breach of the Acceptable Use Policy or for security reasons is not lifted by the buyer renewing a licence; such a suspension is lifted only by Zerone.
B.5. The refund rule and its exceptions
B.5.1. The rule. Prepaid term fees are not refunded. The buyer has paid for the term and in return continues to receive the service until the end of that term. Cancellation mid-term does not create a credit for unused days and no day-based calculation is performed.
B.5.2. Exceptions. In the following four cases the prepaid fee corresponding to the unused part of the term is refunded proportionally:
| # | Case | Condition | Scope of refund |
|---|---|---|---|
| a | Buyer’s termination for cause following Zerone’s material breach | The breach is not cured within 30 days of the buyer’s written notice | The fee attributable to the unused term after the termination date |
| b | Termination following objection to a sub-processor change | The buyer raises a reasoned objection to Zerone’s 30 days’ prior notice and no solution is found despite the parties’ good-faith efforts | The unused term fee for the affected service |
| c | Termination following objection to a price increase | Zerone fails to observe the 60-day notice period or the increase cap in B.5.3, and the buyer terminates within 30 days of learning of the renewed term | The fee attributable to the unused part of the renewed term |
| ç | Duplicate or erroneous collection | More than one collection is taken for the same term, or an amount different from that shown on the Order Form is collected | The full amount collected in excess |
B.5.3. Price increase cap. Any increase applied to a renewal term is capped at the higher of the annual rate of change of the consumer price index published by the Turkish Statistical Institute as at the date of the notice, and ten per cent. The cap does not apply where the buyer itself changes its tier or agent count.
B.5.4. Termination for service-level failure. The buyer’s right to terminate without penalty for repeated failure of the monthly availability commitment, and the refund attaching to it, are governed by the Service Level Agreement and follow the same regime as subparagraph (a) of this Article.
B.5.5. Cases giving rise to no refund. No refund is made where Zerone terminates for the buyer’s material breach, where termination follows a breach of the Acceptable Use Policy, or where the buyer has simply not used the service. On termination for the buyer’s material breach, the balance of the current term falls due.
B.5.6. Trials. No fee is collected for a trial, so no refund arises.
B.5.7. Items provided free of charge. Tier upgrades, additional agent entitlements and operator grants provided free of charge are not subject to refund.
B.6. Service credits are not refunds
B.6.1. Service credits arising under the Service Level Agreement are not refunds. Credits are applied only against the subscription fee for a future term and the set-off is shown on the first invoice issued after the credit is approved.
B.6.2. A service credit is not convertible into cash, is not paid out to the buyer and is not transferable to a third party.
B.6.3. The total service credit arising for any measurement period may not exceed fifty per cent of the monthly fee for that period. A credit claim is submitted within 30 days following the measurement period in which the outage occurred; that period is a period of forfeiture.
B.6.4. Save in cases of intent and gross negligence, service credits are the buyer’s sole and exclusive remedy for a failure to meet the availability commitment.
B.6.5. On termination, credits not yet set off lapse. Where a refund arises under B.5.2, however, accrued credits that have not been set off are added to the refund amount.
B.7. Zerone’s suspension and termination rights
B.7.1. Suspension for payment default. Zerone gives the buyer written notice of an overdue receivable. If payment is not made within 10 days of that notice, the service may be suspended in whole or in part. The suspension is lifted without undue delay upon payment. Subscription fees continue to accrue during the suspension.
B.7.2. Termination for material breach. Where a party is in material breach, the other party gives written notice. If the breach is not cured within 30 days of service of that notice, the notifying party may terminate.
B.7.3. Immediate suspension for serious breach of the Acceptable Use Policy. Where a use immediately threatens, or is unlawful in respect of, the security, integrity or availability of the service, of other customers or of third parties, Zerone may suspend access without prior notice. In that case the suspension is notified to the buyer with reasons as soon as practicable, is limited in scope to what is necessary to remove the threat and in duration to the period during which the threat persists. Breaches which by their nature cannot be cured are grounds for immediate termination.
B.7.4. Termination on insolvency. If bankruptcy, composition or a similar liquidation process is commenced against a party, or a party suspends payments, the other party may terminate immediately.
B.7.5. Recording of suspensions. Every suspension is recorded together with its reason. The reason for the suspension determines how it is lifted (B.4.6).
B.7.6. Scope of the limitations. The limitations in this Article do not apply in cases of Zerone’s intent or gross negligence, or to the extent mandatory rules of law do not permit them.
B.8. Tier downgrades and agent counts
B.8.1. A downgrade deletes no data. Where the buyer’s tier is downgraded or the scope of a feature is narrowed, Zerone’s downgrade sweep deletes no record; it only turns off the “active” flag on the affected records. There are two reasons for this: a downgrade is usually temporary (a declined payment instrument, a renewal in flight), and deletion is indistinguishable from an error from the buyer’s point of view. When the tier is restored, the records that were turned off are re-enabled.
B.8.2. Three items that are never turned off. Enterprise authentication bindings (SSO and LDAP), the built-in detection rules shipped with the product, and the enforcement of classification-based access control are never turned off, even on a downgrade. Turning these off for a billing event would silently remove the buyer’s ability to sign in or weaken its security posture.
B.8.3. Temporary decline of a payment instrument. A declined payment instrument does not on its own trigger a downgrade. The service continues at the same scope until the licence expires.
B.8.4. Increasing and reducing agent counts. Where the agent count shown on the Order Form is exceeded, co-terminous additional licences are purchased for the excess. A reduction in the agent count is possible only at renewal, by written notice given at least 30 days before the end of the current term. A reduction made during a term does not reduce the fee.
B.9. Return and destruction of data after termination
B.9.1. Archive request. Within 30 days of the end of the agreement the buyer may request, in writing, a complete archive of its data. Zerone fulfils that request within a reasonable time from the date of the request and in any event no later than the end of the 30-day period.
B.9.2. Nature of the archive and who produces it. The archive is delivered in machine-readable form and contains a row-level export of all relational database tables belonging to the buyer, an export of all analytical telemetry streams without any row cap, generated report artefacts, and a manifest declaring the contents with row counts. In-console export endpoints are capped at 10,000 rows per request and that cap is declared expressly in the response headers. The complete archive is produced and delivered by Zerone only, upon written request submitted through the account contact. The operation is recorded, with its stated justification, in the buyer’s own audit trail.
B.9.3. Destruction. Within 90 days of the expiry of the 30-day period in B.9.1, or of an earlier destruction request by the buyer, Zerone destroys the buyer’s data irretrievably.
B.9.4. Copies in backups. Destruction is carried out immediately in the primary systems and analytical stores. Copies held in backup archives are not separately erased; those copies fall away within the backup rotation once the applicable backup retention period expires, and deletion is completed at that point.
B.9.5. Exceptions to destruction. Zerone does not destroy commercial and tax records which it is required to retain for ten years under Article 82 of the Turkish Commercial Code No. 6102 and for five years under Article 253 of the Tax Procedure Law No. 213, nor records which must be retained by reason of a legal dispute, an official investigation or a legal hold. Such records are retained for retention purposes only and are destroyed at the end of the retention period.
B.9.6. Evidence of destruction. The destruction operation is recorded in the audit trail and the verification record showing completion is shared on request. A formal destruction certificate is not produced automatically; where the buyer’s process requires such a document, it is issued upon written request.
B.9.7. Removal of the agent software. Within 30 days of the end of the agreement the buyer removes the agent software from all of its systems and, on request, confirms removal in writing.
B.10. Refund procedure and timescales
B.10.1. Making a request. A refund request is submitted in writing to the email address or the service address in B.12. The request states: the organisation’s legal name, the subscription or Order Form reference, the date and amount of the collection, the ground for the refund and which subparagraph of B.5.2 is relied on, and details of the payment instrument or bank account to which the refund is to be made.
B.10.2. Review period. Zerone reviews the request within 15 business days of receipt and notifies the outcome in writing with reasons.
B.10.3. Making the refund. Where the request is accepted, the refund is made within 10 business days of the notice of acceptance and in any event no later than 30 days from receipt of the request. The refund is made to the payment instrument used for the original collection and in the currency of that collection.
B.10.4. Execution by channel. For buyers established in Türkiye the refund is made by Zerone through the Moka United rail. For buyers established outside Türkiye the refund is made by Paddle in its capacity as merchant of record; where a refund is due, Zerone issues the corresponding instruction to Paddle and informs the buyer.
B.10.5. Buyers holding consumer status. Where the buyer holds consumer status, the periods prescribed by legislation apply and are not displaced by the periods in this Article. Where the right of withdrawal is exercised, amounts collected are refunded within fourteen days of the date the withdrawal notice is received (Distance Contracts Regulation Art. 12(1)). Confirmation that the withdrawal request has been received is transmitted immediately (same Regulation, Art. 11(2)).
B.10.6. Refund documentation. A refund is documented by a refund record linked to the underlying collection record. The payment record is displayed in the console; the invoice is issued separately in accordance with applicable tax legislation, and the refund invoice refers to the original invoice.
B.10.7. Interest and charges. No interest accrues on a refund; the refund is made in the amount collected. Deductions applied by the payment services provider do not accrue to Zerone and their existence does not discharge Zerone’s obligation to refund.
B.11. Dispute resolution
B.11.1. Governing law. This Policy and the relationships arising from it are governed by the laws of the Republic of Türkiye.
B.11.2. Competent forum. In disputes between merchants, the Courts and Execution Offices of Adana have jurisdiction pursuant to Articles 17 and 18 of the Code of Civil Procedure No. 6100.
B.11.3. Remedies reserved for buyers holding consumer status. Where the buyer holds consumer status, B.11.2 does not apply. In that case, pursuant to Article 68 of Law No. 6502, application may be made, according to the monetary thresholds determined annually, to the Consumer Arbitration Committee or to the Consumer Court. Pursuant to Article 73(5) of the same Law, the authorities at the consumer’s place of residence also have jurisdiction. These remedies are reserved in all cases and may not be restricted by contract.
B.12. Notices and contact
| Subject | Channel |
|---|---|
| Cancellation notices, refund requests, withdrawal notices | contact@zeronesecurity.com |
| Service address | Yenibaraj Mahallesi, Nursultan Nazarbayev Bulvarı No: 1, İç Kapı No: 3, Seyhan / Adana, Türkiye |
| Telephone | +90 507 806 21 37 |
| Requests concerning personal data | kvkk@zeronesecurity.com |
Seller details: Zerone Siber Güvenlik Limited Şirketi, MERSİS number 0998199408600001, trade registry number 98809, Adana Chamber of Commerce (chamber registry number 95025), Ziyapaşa Tax Office, tax identification number 9981994086.
B.13. Changes to this Policy
B.13.1. Zerone may amend this Policy. Amendments adverse to the buyer, that is, amendments narrowing the refund cases, extending the timescales or making the cancellation procedure more onerous, are notified in writing at least 30 days in advance and do not take effect before the end of the subscription term then in force.
B.13.2. Clauses conferring a power to make unilateral changes to the buyer’s detriment are deemed not written under Article 24 of the Turkish Code of Obligations No. 6098. If the buyer does not accept an adverse amendment, it may terminate the subscription without penalty at the end of the term by notice given within 30 days of receiving the notification.
Zerone Siber Güvenlik Limited Şirketi Yenibaraj Mahallesi, Nursultan Nazarbayev Bulvarı No: 1, İç Kapı No: 3, Seyhan / Adana, Türkiye MERSİS 0998199408600001 · Ticaret sicil no 98809 · Adana Ticaret Odası (oda sicil no 95025) Ziyapaşa Vergi Dairesi · VKN 9981994086 · +90 507 806 21 37 · contact@zeronesecurity.com