Delivery and Refund Policy
How and when your subscription or credit pack is delivered to your account, and how cancellations and refund requests are handled.
1. Seller
| Detail | Value |
|---|---|
| Legal name | Mekjoy Dijital Bilişim Anonim Şirketi |
| Brand | Mentorivo (mentorivo.com) |
| Address | Meclis Mah. Derviş Sk. No: 38 Sancaktepe/İstanbul, Türkiye |
| Tax office / number | Sarıgazi VD / 6140932362 |
| info@mekjoy.com | |
| Phone | +90 850 840 79 00 |
| Support | By opening a ticket in the Support section of the app |
2. Scope
This policy explains the delivery (performance), cancellation and refund of subscription plans and credit packs purchased on mentorivo.com. It brings together, in plain language, the provisions of the Pre-Information Form and the Distance Sales Agreement on these topics; if there is any difference between them, the Distance Sales Agreement prevails.
3. What is sold
- Subscription plan: the right to use the tier you choose, monthly or yearly. The quotas and prices of each tier are published on the pricing page.
- Credit pack: a one-off purchase of the credits consumed by features that generate content with AI.
Both are digital services. There is no physical product, box, licence key or shipment.
4. Delivery
How and where it is delivered
Delivery is electronic, to the Mentorivo account and workspace from which you paid. You access the service by signing in at https://www.mentorivo.com; no delivery address, installation or download is required.
Delivery time
- Subscription plan: the moment the payment is approved, the plan and its quotas are applied to your workspace and the subscription period begins.
- Credit pack: the moment the payment is approved, the credits are added to your balance.
- Card verification (3D Secure) is completed on your bank's page. No charge is made and no service is applied until verification is finished and the payment is approved.
How you can see the delivery
The result of the payment is shown on the payment screen immediately. Your active plan, the end of the current period, the next renewal date and your credit balance are shown in the app on the "Plan and billing" screen. The invoice is sent to the e-mail address in your billing profile within the statutory period after the payment is received.
If delivery does not happen
If your payment was approved but the plan or credits did not appear in your account, let us know through the Support section of the app or at info@mekjoy.com. The payment record is reviewed and either the service is applied to your account or the amount charged is refunded. If the system itself detects a payment that could not be applied to an account, the amount is refunded without waiting for a request.
5. Subscription period and automatic renewal
- The subscription starts the moment the payment is received and runs without interruption for the period you choose (monthly or yearly).
- Unless cancelled, the subscription renews automatically at the end of each period for the same length, charged to the saved card. The date and amount of the next renewal are shown on the "Plan and billing" screen.
- If a renewal payment cannot be collected, the service is not switched off immediately: the payment is retried several times over about nine days and the service stays available during that time.
- Credits included with a plan reset at the end of each period and do not roll over. Credits bought in packs do not expire.
6. Cancellation
- You can cancel your subscription at any time from the "Plan and billing" screen in the app; you do not need to contact support.
- Cancellation takes effect at the end of the paid period: the service continues unchanged until then, and no further charges are made after it.
- A cancellation can be undone in the app before the period ends.
- Deleting the saved card also stops renewal; in that case the subscription ends at the end of the period.
Cancelling does not by itself refund the paid period. The refund conditions are set out in the sections below.
7. Right of withdrawal
Under Article 15(1)(ğ) of the Turkish Distance Contracts Regulation, the right of withdrawal does not apply to services performed instantly in electronic form. Subscriptions and credit packs are performed the moment the payment is approved and therefore fall under this exception. By ticking the consent box on the payment screen you confirm that you ask for the service to start immediately and that you know you therefore have no right of withdrawal.
This exception does not remove the voluntary refund commitment below.
8. Refund conditions
| Situation | Outcome |
|---|---|
| Unused subscription period, requested within 14 days of the payment date | The amount paid is refunded. |
| Used subscription period | No refund, except where required by law. You can cancel the subscription to stop future charges. |
| Upgrade to a higher plan | The value of the unused days of the current period is deducted automatically from the new plan; only the difference is charged. |
| Downgrade, or switch from yearly to monthly | Applied at the end of the paid period; no refund arises for that period. |
| A generation failed because of a provider-side error | The credits spent are refunded to your balance automatically. |
| A generation completed technically but the result was not liked | No credit refund. |
| Credit pack | Credits are added to the balance at the moment of payment, so packs fall outside the right of withdrawal; the price of a pack is not refunded except where required by law. |
| Duplicate charge for the same transaction, or a wrong amount | The amount charged in excess is refunded. |
| Payment received but the service could not be applied to the account | The amount is refunded without waiting for a request. |
9. How to request a refund
- Open a ticket in the Support section of the app, or write to info@mekjoy.com.
- Include your account e-mail address, the name of the workspace and the date of the payment. Do not send your card number; it is not needed for a refund.
- Your request is answered within 15 days at the latest. An accepted refund is usually made within 7 business days, depending on the payment institution.
10. Where and how the refund is made
- The refund is made to the card the payment was taken from, through the licensed payment institution iyzico. Refunds are not made in cash or to another account.
- The refund is made in the Turkish lira amount that was charged; it does not change if the exchange rate moves in the meantime.
- How long it takes to appear on your card statement or account depends on your bank.
- Plan rights and credits tied to a refunded payment are removed from your account.
11. Contact and complaints
For any question or complaint about delivery, cancellation or refunds, use the Support section of the app, write to info@mekjoy.com or call +90 850 840 79 00. Requests are answered within 15 days at the latest.
If you are a consumer, you may apply to the Consumer Arbitration Committees or Consumer Courts at your place of residence or where the transaction was made, within the monetary limits set each year by the Turkish Ministry of Trade.