Cancellation and Refund Policy

1. General Provisions

a) Holala.ai is a platform providing AI-powered image and video generation services at www.holala.ai. When the Customer requests services by purchasing a subscription or credits through the platform, they declare that they have read and accepted the preliminary information form and the distance service agreement. This policy is subject to merchant-to-merchant (B2B) contracts, and the consumer “right of withdrawal” under Law No. 6502 on Consumer Protection does not apply.

b) The service provided by Holala.ai is entirely digital, and upon performance of the service (use of the credits), the customer's request shall be deemed to have been fulfilled.

2. Subscription Cancellation

a) The Customer may terminate the subscription agreement at the end of the period; in this case, they continue to use the service until the end of the subscription period, but no renewal is made for the following period.

b) If withdrawal or termination is requested during the subscription period, the subscription fee shall not be partially refunded; access to the service remains open until the end of the period.

c) Holala.ai has the right to unilaterally suspend or terminate the subscription package in cases such as bad-faith use, generation of prohibited content or breach of the payment obligation. In such cases, the fees for unused credits shall not be refunded.

3. Credit (Token) Refunds and Validity Period

a) Purchased credits shall be deemed to have been used at the moment digital content is generated with the template and parameters specified by the customer; as performance of the digital service has been completed, no credit refund shall be made.

b) Credits have a specified validity period; credits unused at the end of that period become invalid and shall not be refunded.

c) Holala.ai reserves the right, entirely at its own discretion, to refund unused credits or to grant additional credits in exceptional circumstances such as technical problems or customer grievance.

4. Cancellation and Refunds After Performance of the Service

a) Upon commencement of performance of the digital service (use of credits), the customer shall be deemed to have benefited from the service and the right to a refund lapses.

b) If the customer is not satisfied, content may be re-generated with the same template and inputs; this new generation separately consumes credits and is not considered within the scope of a refund.

c) In custom projects carried out with corporate customers, refund provisions shall not apply unless otherwise agreed in writing between the parties.

5. Non-Payment or Unauthorized Transactions

a) If the Customer fails to pay the service fee or the bank/financial institution cancels the transaction, Holala.ai's obligation to perform the service ends.

b) In the event of the use of payment instrument details by unauthorized persons or the bank's refusal of the payment, all responsibility rests with the customer; Holala.ai shall not be liable for any damages arising therefrom.

6. Force Majeure and System Outages

In events beyond Holala.ai's control, such as natural disasters, internet outages, or problems with infrastructure or third-party service providers, the company cannot be held liable for delays and disruptions in the provision of the service. In such cases, the rights and obligations of the parties shall be governed by the force majeure provisions of the Turkish Code of Obligations and the Turkish Commercial Code.

7. Contact and Notices

Cancellation or refund requests must be submitted by the customer in writing through the company's contact channels. Holala.ai will assess questions, complaints or requests relating to the service as soon as possible and respond within the scope of its legal obligations.