This text explains how online maintenance fee and debt payments made through the Çözüm Hanem platform (the "Platform"), operated by Akıl Yapay Zeka ve Yazılım Teknolojileri Anonim Şirketi (the "Company"), are performed, the cancellation and refund processes, and the delivery and return terms applicable to cash-on-delivery orders placed with businesses through the Platform. These terms apply together with the Distance Selling Agreement and the Preliminary Information Form.
1. Online Service-Charge and Debt Payments
1.1. Delivery (performance) method and time
- The online payment service is performed instantly in electronic form. No physical product is shipped and no shipping or delivery fee is charged.
- Your payment is posted to the debt items you selected the moment a successful result is received from the payment institution (iyzico Ödeme Hizmetleri A.Ş.), and your debt appears as paid.
- Your collection receipt can be viewed and downloaded in the “Payment History” section of the Platform; you are also notified in-app once the payment is received.
- The amount collected is transferred to the creditor management’s bank account according to the payment institution’s settlement schedule. The timing of this transfer does not affect whether your debt is considered paid.
1.2. Incomplete payments
If your issuing bank declines the transaction, 3D Secure verification is not completed, or you leave the payment page, the payment will not go through and no amount will be charged to your card. If an amount is charged to your card but does not appear against your balance, it is automatically checked against notifications from the payment institution and either applied to your balance or refunded; you can also notify us at [email protected].
1.3. Cancellation
You can abandon the payment on the payment page before confirming the transaction. Cancellation of a completed payment is handled under the refund process below.
2. Refund Conditions
2.1. In which cases is a refund issued?
- Paying the same debt more than once (duplicate payment),
- Overpayment of the debt amount,
- Paying a debt item that is not yours or has been cancelled by the management,
- Payment could not be posted to the debt record due to a technical error.
There is no right of withdrawal for these payments, as the online payment service is performed immediately and the amount paid settles your existing debt to the management. You must raise any objections regarding the existence or amount of the debt with your management; if your objection is upheld by the management, your payment is refunded.
2.2. How do I submit a refund request?
You can submit your refund request to your management or to [email protected] with your name, payment date, amount and receipt number. Duplicate payments and payments caused by technical errors are verified from our records; requests concerning the debt itself are assessed by the management.
2.3. Refund period and method
- Refunds found justified are submitted to the payment institution for refund to the card used for payment within no later than 14 (fourteen) days from the date the request is found justified.
- Refunds are made only to the card used for the payment; no cash refunds or refunds to another account are made. You are not charged any fee for a refund.
- Transactions cancelled on the same day may not appear on your card statement at all. For refunds made on later days, how long it takes to show on your card depends on the processing times of the bank that issued your card; for credit cards, the refund amount is added back to your card limit and appears on your statement.
- Refunds for instalment payments may be credited back by your bank in instalments.
- In the event of a full refund of the payment or an error or duplicate payment caused by the Company, the Online Transaction Fee, if any, is also refunded. In partial refunds, only the amount relating to the refunded debt item is refunded.
- The refunded debt item appears as unpaid again along with the refund.
Your right to raise a chargeback with your issuing bank is reserved.
3. Cash-on-Delivery Orders and Service Requests (Groceries, Food, Tradespeople)
3.1. Parties and payment
For orders placed through the Platform's market, food and tradesperson modules, the seller or service provider is the business or tradesperson whose name or title is shown on the order screen (the "Business"). The Company acts solely as an intermediary service provider for these orders. The price of these orders is not collected through the Platform; payment is made directly to the Business in cash on delivery or performance of the service, or by card using the Business's own POS device. The Company does not collect these payments and has no refund obligation in relation to them.
3.2. Delivery
- Orders are delivered to the delivery address shown on the order screen by the Business or a courier appointed by the Business. The estimated preparation and delivery time is shown on the order screen.
- For the sale of goods, the delivery period may in no case exceed thirty days from the order date. If performance of the order becomes impossible, the Business will notify you immediately.
- We recommend that you check the product on delivery and, if it is damaged or missing, refuse it and report the situation to the courier and to the Platform’s notification channels.
- An order may be canceled through the platform before the Business begins preparing it or while it is being prepared; orders already dispatched cannot be canceled.
3.3. Withdrawal and refunds
- For orders of goods, you may exercise your right of withdrawal within fourteen days from the day you receive the goods, without giving any reason, by notifying the Business in writing or through the Platform's notification channels. Notifications submitted to the Platform are forwarded to the Business without delay.
- Under Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for goods that are perishable or may expire, such as meals, food and fresh produce; for goods whose packaging has been opened and which are not suitable for return for health and hygiene reasons; or for goods prepared according to your personal requirements.
- For tradesman services, the right of withdrawal cannot be exercised where performance has begun with your approval before the withdrawal period expires; services relating to the assembly, maintenance and repair of goods fall outside the scope of distance contract rules.
- In the event of withdrawal, the refund is made by the Business, since the payment was made to the Business. In the case of defective goods or services, you may exercise your statutory rights of choice under Law No. 6502 against the Business.
- The price, characteristics, delivery, defect-free performance, invoicing and return of the goods or services are the responsibility of the Business. The Company's liability is limited to the obligations imposed on intermediary service providers by mandatory legislation. This limitation does not apply to liabilities that cannot be limited or excluded by law.
4. Platform Services (Property-Management Companies and Compound Management)
Software license and subscription services offered to property-management companies, dealers and site managements are delivered electronically upon acceptance of the offer and creation of the account. Fees, invoicing and refund conditions for these services are subject to the service agreement between the parties.
5. Contact
For your delivery, cancellation and return requests, you can e-mail [email protected], call +90 551 678 89 15, or write to OSB 2. Bölge 83235 Nolu Cd. No:8, Başpınar (Organize) OSB, 27620 Şehitkamil/Gaziantep. Your right to apply to the consumer arbitration committee and the consumer court is reserved.