LEGAL INFORMATION

Cancellation and Refund Policy

Detailed information on the cancellation of our services and the refund conditions.

Last Updated

This cancellation and refund policy was last updated on 09 September 2025.

1. General Information

As Enextware Teknoloji Turizm Ticaret Limited Şirketi, we apply a transparent cancellation and refund policy with customer satisfaction at the forefront. This policy has been prepared within the framework of Turkish Consumer Protection Law No. 6502.

Trade Name: Enextware Teknoloji Turizm Ticaret Limited Şirketi

Registered Address: Saray Mah. Fevziler Sk. Alaettinoğlu Apt. No: 4 İç Kapı No: 11, Alanya / Antalya

MERSIS No: 0335095598400001  ·  Trade Registry No: 31185

Tax Office / No: Alanya Vergi Dairesi / 3350955984

📞 Contact

info@enextware.com

+90 536 628 0007

⏰ Timeframes

Cancellation requests within 24 hours

Refunds within 5-10 business days

2. Service Categories and Cancellation Terms

✅ Services That Can Be Cancelled

🚫 Projects Not Yet Started

  • The agreement has been signed but work has not started
  • The advance has been received but the design process has not started
  • A 100% refund right applies
  • Cancellation notice must be given in writing

📦 Ready-Made Templates and Packages

  • Templates that have not been downloaded
  • Unused training packages
  • Within 14 days of the purchase date
  • The original licence terms apply

🔄 Subscription Services

  • Maintenance and support subscriptions
  • Hosting and domain renewals
  • Monthly software licences
  • Can be cancelled before the next billing period

❌ Services That Cannot Be Cancelled

🎨 Custom Design Services

  • Custom web design projects
  • Logo and corporate identity work
  • Custom software development
  • Non-refundable once work has started

💡 Consulting and Training

  • One-to-one consulting sessions
  • Live training and workshops
  • Project analysis and reporting services
  • No refund is possible once the service has been received

🌐 Digital Deliverables

  • Downloaded software and templates
  • Delivered design files
  • Domain registrations
  • SSL certificate sales

⚡ Urgent and Express Delivery

  • Projects delivered within 24-48 hours
  • Express service packages
  • Urgent technical support services
  • Accelerated development projects

3. Cancellation Process and Procedures

📝 Cancellation Request Process

1

Written Request

Notify us of your cancellation request by email or WhatsApp

2

Identity Verification

Identity details and agreement details are checked

3

Assessment

Eligibility under the cancellation terms is assessed

4

Approval and Processing

The cancellation is approved and the refund is initiated

📋 Required Documents

  • Agreement number or order code
  • Identification (Turkish ID, passport, etc.)
  • Contact details (email, phone)
  • Payment receipt or invoice details
  • Reason for cancellation (optional)

⏱️ Processing Times

  • Cancellation approval: Within 24 hours
  • Refund initiation: 2-3 business days
  • Bank transfer: 5-7 business days
  • Credit card: 7-14 business days
  • PayPal: 3-5 business days
  • Cryptocurrency: 1-2 business days

4. Refund Calculation and Deductions

💰 Refund Calculation Methods

🟢 0% Work Completed - 100% Refund

  • If work has not yet started
  • If only the agreement has been signed and the advance received
  • The full amount paid is refunded
  • No processing fee

🟡 1-25% Work Completed - 75% Refund

  • If the initial design or analysis phase has started
  • If 25% of the work has been completed
  • The value of the work done is deducted and the remainder refunded
  • Minimum 75% refund guarantee

🟠 26-50% Work Completed - 50% Refund

  • If half of the project has been completed
  • If design approvals have started to be obtained
  • The value of the work done is deducted and the rest refunded
  • Delivered work is handed over to the customer

🔴 51%+ Work Completed - No Refund

  • If more than half of the project has been completed
  • If the testing phase has begun
  • No refund is made for projects close to delivery
  • Completed work is handed over to the customer

📉 Costs Deducted from Refunds

  • Third-party costs: Domain, hosting, SSL (non-refundable)
  • Licence fees: Software licences purchased
  • Bank transaction fees: Payment processing costs
  • Labour: The value of work already performed
  • Administrative costs: Agreement preparation and processing

5. Special Cases and Exceptions

⚠️ Force Majeure

A special assessment is made if any of the following occur:

  • Natural disasters and epidemics
  • Changes in legislation
  • Failures of third-party service providers
  • Cyber attacks and security breaches
  • Internet infrastructure problems

💡 Customer Dissatisfaction

In the event of customer dissatisfaction:

  • Every effort is first made to resolve the issue
  • Revision rights are used within the scope of the agreement
  • Alternative solutions are offered
  • A partial refund is considered as a last resort

🔄 Project Change Requests

  • Major change requests may require a new agreement
  • The current project may be cancelled and a new project started
  • The value of work done is credited towards the new project
  • Change fees are calculated separately

6. Refund Methods and Processes

💳 Refund Methods

Bank Transfer

  • Direct transfer using IBAN details
  • Credited to the account within 5-7 business days
  • The most secure method
  • No transfer fee

Refund to Credit Card

  • Possible if paid with the same card
  • May take 7-14 business days
  • Depends on the bank's policy
  • Appears as a refund on the statement

PayPal

  • Used for payments made via PayPal
  • Within 3-5 business days
  • Exchange rates apply
  • Net of PayPal fees

Cryptocurrency

  • If payment was made in Bitcoin or USDT
  • Within 1-2 business days
  • Current rates apply
  • Blockchain fees are deducted

🔄 Tracking Your Refund

You can track your refund in the following ways:

  • Email notification: Updates on the transaction status
  • WhatsApp support: 24/7 status enquiries
  • Reference number: Tracking via the bank transaction code
  • Refund document: Document sent in PDF format

7. Customer Rights and Obligations

✅ Customer Rights

  • Requesting transparent information
  • Tracking the refund process
  • Right to object and complain
  • Applying to consumer courts
  • Applying to consumer arbitration committees
  • Data protection rights (KVKK)

📋 Customer Obligations

  • Providing accurate information and documents
  • Notifying cancellation requests on time
  • Returning products received
  • Complying with the terms of the agreement
  • Acting in good faith
  • Using communication channels appropriately

8. Complaints and Resolution Processes

📞 Internal Complaints Procedure

1

Direct Contact

First, contact us directly

2

Written Complaint

Send us your detailed complaint by email

3

Review and Response

Review and response within 48 hours

⚖️ External Remedies

Consumer Arbitration Committee

  • Application based on monetary value
  • Free of charge to apply
  • Fast resolution process

Consumer Courts

  • Judicial application
  • Legal enforcement rights
  • Claiming compensation

9. Contact and Applications

For cancellations and refunds, you can contact us through the following channels:

📧 Email

General: info@enextware.com

Cancellation/Refund: info@enextware.com

Complaints: info@enextware.com

Response Time: Within 24 hours

📱 Phone

Phone: +90 536 628 0007

WhatsApp: +90 536 628 0007

Working Hours: 09:00 - 18:00

Emergencies: 24/7 WhatsApp

⚠️ Important Reminder

This cancellation and refund policy has been prepared within the framework of the laws of the Republic of Türkiye. We aim to provide you with the best possible service in all your transactions.

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