Refund Policy

Draft — requires review by a lawyer. This text is not legal advice; have it reviewed by a lawyer before publishing.

This Refund Policy explains the refund terms for the unlock service and credit packs purchased through [COMPANY_TITLE] (the “Platform”) and is an integral part of the Distance Sales Agreement. In case of any discrepancy, the Turkish version prevails.

1. Core rule: no charge until the chef accepts

The unlock fee is blocked on your card as a pre-authorization when you create an inquiry; it is not charged until the chef accepts. So when a chef does not respond or declines, this is not a “refund” but a void of the pre-authorization: no amount is taken from your card.

2. Outcomes by situation

Situation	Outcome
Chef does not respond within 48 hours	Pre-authorization automatically voided, chef’s response rate decreases
Chef declines	Pre-authorization voided, alternative chef suggested
Chef accepts but does not reply to messages within 72 hours	Full refund, warning to the chef; suspension after 3 warnings
Client changes their mind after acceptance	No refund (service has been performed; must be stated in the distance sales agreement)
Chef’s contact details are incorrect	Full refund, profile returns to verification

If the client changes their mind after acceptance: Since the unlock service is performed immediately upon the chef’s acceptance, there is no right of withdrawal under Article 15/1-(ğ) and (h) of the Regulation on Distance Contracts. This is presented to you separately for approval before payment.

3. Pre-authorization void and refund timelines

• Pre-authorization void: No charge is taken from your card. The Platform releases the blocked amount immediately; however, the time for it to reappear in your card limit depends on your bank (usually a few business days).
• Refund of a captured charge: Following a refund decision, the Platform initiates the refund to the card used for payment within 14 days at the latest. The time for the amount to appear in your account or card statement depends on your bank.
• The e-Archive invoice issued for a refunded payment is corrected by cancellation or a return invoice in accordance with the law.

4. Unlocks made with credits

• For an inquiry made with a credit, the credit is reserved until the chef accepts. If the chef declines or does not respond within 48 hours, the credit is automatically returned to your balance.
• In cases requiring a full refund (chef not replying within 72 hours, incorrect contact details), the used credit is returned to your balance; no cash refund is made.
• Refunds of unused credits are subject to the withdrawal provisions of the Distance Sales Agreement. [lawyer to assess]

5. How to apply

1. Use the “Report a problem” option on the relevant inquiry or unlocked chef page in your account.
2. Select the type of problem (e.g. chef did not reply, contact details incorrect) and add a description if needed.
3. Your request is reviewed; the chef may be asked for information. The result is sent to you by email.

For the 72-hour rule and incorrect contact details, the Platform may also initiate the refund on its own based on system records. If you cannot use the reporting flow, write to [COMPANY_EMAIL] with your inquiry number.

6. Disputes

If you are not satisfied with the outcome of your refund request, you may apply to the Consumer Arbitration Committee or the Consumer Court within the monetary limits set by the Ministry of Trade.