Last updated: May 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"). Tootem offers three types of in-app purchases, each with different refund rules. 1. PRODUCT TYPES AND GENERAL RULES 1.1 Consumable Key Packs Once Keys are credited to your account and used to open Boxes, the value of the consumable has been delivered. Used Keys are non-refundable except where required by applicable consumer protection law. 1.2 Auto-Renewable Subscriptions (Mistik, Astrolog, Kâhin) Subscription billing and refunds are handled exclusively by Apple App Store and Google Play. We cannot process subscription refunds directly. Cancelling a subscription stops future renewals; it does not refund the current billing period. If you cancel during a free trial, no charge is made. If you cancel after the trial begins, you keep access until the end of the current period; no pro-rated refund is issued. 1.3 Non-Consumable Reports (Birth Chart, Compatibility, Year Ahead, Numerology) One-time PDF reports become permanently available on your account upon purchase. The personalized reading is generated by our AI service the first time you open the report after purchase, which immediately incurs the underlying generation cost regardless of whether you save the PDF to your device. For this reason, once the report has been generated for your account the purchase is considered complete and non-refundable, subject to applicable consumer protection law and the eligibility scenarios described in Section 2. 2. ELIGIBLE REFUND SCENARIOS You may be eligible for a refund in the following circumstances: 2.1 Unauthorized Purchase A purchase made without your authorization (for example, by a minor without parental consent or through unauthorized access to your account). Request within 48 hours of the transaction. 2.2 Technical Failure You purchased a product but did not receive it due to a verified technical error on our side. Before contacting us: 1. Close and reopen the App 2. Verify your Key balance, subscription status, or report ownership 3. Wait up to 15 minutes for backend verification 4. If still missing, email contact@tetrai.tech with your purchase receipt 2.3 Duplicate Charge You were charged more than once for the same purchase. Contact us with full transaction details. 3. HOW TO REQUEST A REFUND 3.1 Through Apple App Store (iOS) 1. Visit reportaproblem.apple.com 2. Sign in with your Apple ID 3. Find the Tootem purchase in your transaction history 4. Select "Request a refund" and follow the prompts 3.2 Through Google Play Store (Android) 1. Open the Google Play Store app 2. Profile > Payments and subscriptions > Budget and order history 3. Find the Tootem purchase 4. Select "Request a refund" 3.3 Through Tootem Support Email contact@tetrai.tech with: • Email address associated with your Tootem account • Date and time of purchase • Transaction ID or receipt • Reason for the refund request 4. NON-REFUNDABLE SCENARIOS Refunds are generally not provided for: • Keys that have already been used to open boxes • Unused subscription periods after cancellation (no pro-rated refunds) • Free trial cancellations where charges have not yet been incurred (no refund needed) • Non-consumable reports that have already been generated and downloaded • Dissatisfaction with random box outcomes (drop rates are fully disclosed before purchase) • Dissatisfaction with AI-generated content (AI output is variable by design; see AI Disclaimer) • Free Keys earned through daily claims, rewarded videos, or promotional offers • Change of mind after the purchase is complete • Account suspensions or terminations resulting from a violation of our Terms of Use 5. PROCESSING TIME • Refunds processed by Apple or Google: typically 5 to 10 business days • Direct refund requests to us: first response within 48 hours; eligible refunds processed within 5 business days 6. BALANCE ADJUSTMENTS AFTER REFUND If a refund is approved for a Key Pack: • The refunded Keys are deducted from your account balance • If you have already used the refunded Keys, your balance may become negative • A negative balance must be cleared before further purchases or box openings If a subscription refund is approved by Apple or Google: • Apple or Google notifies our backend via webhook (REFUND or REVOKE) • Your subscription tier is set to expired immediately • Premium features (AI chat limits, daily key bonus, life-area readings) become unavailable If a non-consumable report refund is approved: • Your access to that report is revoked • The cached PDF remains on your device if you have already saved it, but you cannot regenerate the report through the App 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), the UK Consumer Rights Act, and equivalent legislation in other jurisdictions. 8. CONTACT US Email: contact@tetrai.tech Company: TETRAI YAPAY ZEKA TEKNOLOJI BILISIM VE ILETISIM TICARET LIMITED SIRKETI