Last updated: April 2026 REFUND POLICY This Refund Policy applies to all in-app purchases made within the Tootem mobile application ("App") operated by TETRAI YAPAY ZEKA TEKNOLOJI BILISIM VE ILETISIM TICARET LIMITED SIRKETI ("Company", "we", "us", or "our"). 1. GENERAL POLICY All in-app purchases of Keys within Tootem are considered final upon completion. Due to the consumable nature of virtual goods and the randomized box opening system, we generally do not offer refunds for Keys that have been used. 2. ELIGIBLE REFUND SCENARIOS You may be eligible for a refund in the following circumstances: 2.1 Unauthorized Purchases If a purchase was made without your authorization (for example, by a minor without parental consent or due to unauthorized access to your account), you may request a refund within 48 hours of the transaction. 2.2 Technical Failures If you purchased Keys but did not receive them due to a verified technical error on our end: 1. Close and reopen the App completely 2. Verify your Key balance after restarting 3. Wait up to 15 minutes for the transaction to process 4. If Keys are still missing, contact us at contact@tetrai.tech with your purchase receipt 2.3 Duplicate Charges If you were charged more than once for a single purchase, contact us immediately with full transaction details and we will investigate and resolve the issue promptly. 3. HOW TO REQUEST A REFUND 3.1 Through Apple App Store (iOS Users) 1. Visit reportaproblem.apple.com 2. Sign in with your Apple ID 3. Locate the Tootem purchase in your transaction history 4. Select "Request a refund" and follow the prompts 3.2 Through Google Play Store (Android Users) 1. Open the Google Play Store app 2. Navigate to your Account and then Order History 3. Find the Tootem purchase 4. Select "Request a refund" and provide the requested details 3.3 Through Tootem Support You may also contact us directly at contact@tetrai.tech. Please include the following information in your request: • The email address associated with your Tootem account • Date and time of the purchase • Transaction ID or purchase receipt • A clear description of the reason for your refund request 4. NON-REFUNDABLE SCENARIOS Refunds will not be provided in the following cases: • Keys that have already been used to open boxes • Dissatisfaction with items received from box openings, as drop rates are random and clearly disclosed prior to purchase • Account suspensions or terminations resulting from violations of our Terms of Use • Free Keys earned through daily claims, rewarded video views, or promotional offers • Change of mind after completing a purchase 5. PROCESSING TIME • Refunds processed through Apple or Google are handled by the respective platform and typically take 5 to 10 business days • Direct refund requests submitted to us will receive a response within 48 hours; eligible refunds will be processed within 5 business days 6. KEY BALANCE ADJUSTMENTS If a refund is approved for previously purchased Keys: • The corresponding number of Keys will be deducted from your account balance • If you have already used the refunded Keys, your balance may become negative • A negative Key balance must be resolved before you can make any new purchases or open boxes 7. CONSUMER RIGHTS This Refund Policy does not affect or limit your statutory consumer rights under applicable law, including but not limited to protections under the European Union Consumer Rights Directive, the Turkish Consumer Protection Law (Law No. 6502), or any other applicable consumer protection legislation. 8. CONTACT US For refund inquiries or assistance: Email: contact@tetrai.tech Company: TETRAI YAPAY ZEKA TEKNOLOJI BILISIM VE ILETISIM TICARET LIMITED SIRKETI