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REFUND POLICY

Swimming Analysis — operated by Swimlytics Dijital Spor Teknolojileri Limited Şirketi

Last Updated: 14 October 2026 Version: 1.0

1. OVERVIEW

This Refund Policy explains when refunds are and are not available on the Swimming Analysis platform. By purchasing credits on swimminganalysis.com, you agree to this policy.

For full terms governing your use of the platform, see our Terms of Service.

2. CREDIT PURCHASES

2.1 General Rule

Credit purchases are non-refundable except in the cases stated in this policy and in our Terms of Service.

For the unused credits of a purchase, the statutory 14-day right of withdrawal is exercised as described in the next paragraph; for a credit spent on the analysis of a race video whose analysis has been delivered to you, the right of withdrawal cannot be exercised. See Section 3 of our Terms of Service. You may send your withdrawal notice as a clear notice to support@swimminganalysis.com or by post to Swimlytics Dijital Spor Teknolojileri Limited Şirketi, Altıntepe Mah. İstasyon Yolu Sk. No: 3/1, Maltepe/İstanbul, Türkiye. You may use the model withdrawal form annexed to the Pre-Contract Information Form shown to you at checkout, a copy of which can be requested from the same address.

Refund of unused credits within 14 days (withdrawal). You may exercise your right of withdrawal within 14 days of payment by asking us to take back the credits from that purchase that you have not used. The refund is the amount you paid for that purchase less the credits you have used from it, each charged at the single-credit list price in force on the purchase date, in the currency you paid in. It can therefore be lower than the package price of the unused credits, and it is zero where the credits you have used, at the single-credit price, already add up to the amount paid. For this calculation, every purchased credit spent after the payment counts as used from that purchase, up to the number of credits it added; a race you have uploaded whose analysis has not yet been delivered is rejected before the refund, and its credit counts as unused. For a Team purchase, the single-credit list price is the per-credit price of the smallest Team package in force on the purchase date. The refund covers only credits you purchased yourself; credits allocated to you by a team are not included. For a Team purchase it is calculated on the credits still in the team's balance: credits already transferred to athletes count as used; if the Team Owner asks in the refund request, we first return to the team's balance any transferred credits the athletes have not spent. The refund is made within 14 days of the request, to the original payment method, and the unused credits are removed from the balance at the same time (Section 2.6).

2.2 Rejected Video: Automatic Credit Refund

If you submit a race video for analysis and we reject it (for example due to video quality, incorrect recording angle, or technical issues), the credit consumed by that submission is automatically returned to your account. The same applies if your video is not analyzed within 30 days of upload: it is rejected automatically and the credit is refunded. If that 30-day period is missed, you may ask us for a refund in money on the basis set out in Section 2.6, instead of keeping the returned credit.

  • The returned credit goes back into the balance it came from and does not extend that balance's 12-month validity period (Section 7.2 of our Terms of Service); if that balance is frozen, the returned credit is frozen with it and is unfrozen, with the rest of the balance, by the next purchase into it

2.3 Frozen Credits

Credits in a balance with no purchase for 12 months are frozen, not deleted, as described in Section 7.2 of our Terms of Service, with in-app and email warnings beforehand (except where that Section says a balance is frozen at once): they stay in your balance and are unfrozen by your next purchase into that balance. Frozen credits are not refunded on their own, but they count as unused credits in the refunds under Section 2.4 and Section 2.5 and in a refund for a late analysis (Section 2.2).

2.4 Platform Shutdown

If we permanently discontinue the platform, we refund the credits you paid for that are unused, including frozen credits, with notice beforehand (see Section 7.7 of our Terms of Service).

2.5 Account Closure and Termination

Unused credits, including frozen credits, are forfeited and are not refunded when you close your account yourself, as set out in Section 14 of our Terms of Service. If you close your account within 14 days of a purchase, you may first request the refund of its unused credits under Section 2.1; we make that refund before the closure is completed. Credits allocated to you by a team are returned, when your account is closed, to the main balance of the team you then belong to; if you belong to no team, or the closure of your account dissolves that team, they are forfeited. If we terminate your account for a breach of the Terms of Service (whether immediately or after a warning period), unused credits you purchased, including frozen credits, are refunded after setting off any documented loss caused by the breach and any amount you owe us (Section 14.2 of our Terms of Service); credits granted by us or transferred by a team are not refunded. If we close your account without alleging a breach, unused credits you paid for, including frozen credits, are also refunded. If you are a Team Owner, the credits refunded in either case include the unused credits you bought into the balances of the teams you created and their sub-teams.

2.6 How a Monetary Refund Is Made

General rule. Where we do refund a payment, the refund is made through Iyzico to the original payment method, in the currency you paid in, for the full amount of the payment concerned; this is the case where a payment is charged without the credits being delivered (Section 3 below). A refund following a withdrawal for unused credits (Section 2.1) is made to the original payment method, for the amount calculated there, within 14 days of the day we receive your withdrawal notice.

Refunds calculated on unused credits. A refund on permanent discontinuation of the platform, on a closure or termination of your account by us (on a termination for breach, after the set-off described in Section 2.5), or where we have not delivered an analysis within the 30-day period described in Section 2.2, is made on a different basis: it is calculated on the unused credits you paid for, including frozen credits, at the price you paid for them, and may be made by another means if the original payment method can no longer be used (Sections 7.7 and 14.2 of the Terms of Service). Where the refund is due because we did not deliver an analysis in time, we make it within 14 days of your request, together with interest at the statutory rate (Article 1 of Law No. 3095). These rules do not limit a price reduction or other remedy you claim for a defective analysis under Law No. 6502.

Removal of credits from the balance. At the same time as every monetary refund, we remove the credits it covers from the balance they are in (your purchased credits, or the team balance for a team purchase): for a refund of the whole payment, up to the number of credits that payment added, and if fewer remain, that balance goes to zero; in every other case, the unused credits the refund is calculated on.

3. PAYMENT PROCESSING

Payments are processed by Iyzico Ödeme Hizmetleri A.Ş. If your payment is declined or fails during checkout, you are not charged.

Charged but no credits delivered. In rare cases a card can be charged and the step that adds the credits to your account can then fail; we usually detect this and add the credits automatically. If the credits have not appeared, do not attempt the purchase again; contact us with the transaction details and we will either add the credits to your account or refund the payment in full, whichever you prefer.

4. CONSUMER RIGHTS

Nothing in this Refund Policy limits any mandatory rights you may have under applicable consumer protection law that cannot be excluded by contract, including rights under Turkish consumer protection law (Tüketicinin Korunması Hakkında Kanun) or EU consumer rights law where applicable.

5. PAYMENT DISPUTES, INCORRECT CHARGES AND OTHER COMPLAINTS

Please contact us before opening a dispute with your bank or card issuer. If you initiate a chargeback for credits that have already been delivered to your account, you remain liable for the amount charged back (Section 7.3 of the Terms of Service); a genuine billing error is resolved fastest by writing to us directly.

If you believe you have been incorrectly charged, need to report a payment issue, or have any other request or complaint about a purchase, contact us:

Email: support@swimminganalysis.com Subject line: "Payment Dispute — [your registered email address]"

Include:

  • Your registered account email
  • The transaction date and amount
  • The reason for your request

We will respond within 30 days. Where a shorter period applies by law (for example the 14-day refund deadline in Section 2.6), that period applies instead.

6. CHANGES AND CONTACT

We may update this Refund Policy where a change in law, a decision of a court or public authority, a security requirement, or a technical or operational necessity requires it. Corrections, clarifications, and other changes that do not disadvantage you take effect when they are published.

This Refund Policy is published in Turkish and English. In the event of conflict between the two versions, the Turkish version prevails before any court, Consumer Arbitration Committee or public authority in Türkiye, whoever the user is, and in every case for users in Türkiye; elsewhere, the English version prevails.

For any questions, contact us at support@swimminganalysis.com. Full contact details are listed in Section 2 of our Terms of Service.