CANCELLATION AND REFUND POLICY

This Cancellation and Refund Policy ("Agreement") governs the refund rights, exceptions to the right of withdrawal, and service cancellation processes between Zipweb Yazılım ve Bilişim Hizmetleri ("ZipWeb") and the real or legal person ("Customer") purchasing digital services via ZipWeb's website.

ZipWeb has adopted a refund policy that prioritizes customer satisfaction but is subject to certain limitations due to the nature of digital services, in accordance with the Law No. 6502 on the Protection of the Consumer and the Regulation on Distance Contracts.

ARTICLE 1: DEFINITIONS

In this text;

• Service: Refers to hosting, servers, domain names, SSL, software licenses, and other digital services provided by ZipWeb,
• Instant Performance Service: Refers to services that are automatically activated and consumed upon order confirmation (Domain, SSL, etc.),
• Customer Panel: Refers to the online interface where the Customer can manage their services and track invoices and support requests.

ARTICLE 2: UNCONDITIONAL REFUND GUARANTEE (24 HOURS)

ZipWeb offers a unconditional refund right within 24 hours for specific services, using an initiative more comprehensive than the legal right of withdrawal, to ensure customer satisfaction.

2.1. Services Covered by Refund

The Customer may request a refund for the following services within 24 hours following the purchase without stating any technical reason:

• Individual Web Hosting Packages
• WordPress Hosting Services
• Drag-and-Drop Site Builder
• Corporate Email and Email Hosting Solutions
• Email Marketing Services

ARTICLE 3: EXCEPTIONS TO THE RIGHT OF WITHDRAWAL (NON-REFUNDABLE SERVICES)

Legal Basis: Regulation on Distance Contracts dated 27.11.2014, Article 15/1-ğ.

According to the Regulation; "Contracts regarding services performed instantly in the electronic environment or intangible goods delivered instantly to the consumer" are excluded from the scope of the right of withdrawal. Accordingly, refunds are not made for the following services:

1. Domain Name Registration: Since domain names are instantly registered and personalized on behalf of the Customer before international registry authorities (ICANN, METU, etc.), the transaction cannot be reversed, and a refund is technically and legally impossible.
2. Domain Name Transfers: Refunds cannot be made as the payment is transferred to the relevant authority once the transfer process is initiated.
3. Server Services: VDS, VPS, Dedicated Servers, and Reseller Hosting services are excluded from the refund scope as they require installation, IP allocation, and resource reservation.
4. SSL Certificates: The certificate is considered used the moment the code is generated.
5. Licensed Software: Third-party licenses such as cPanel, Plesk, LiteSpeed cannot be refunded.
6. Special Services: Services requiring labor and time such as Zip Trade, custom installation, and optimization works.
7. Source Code Delivered Software (E-Commerce, etc.): Open source or encrypted e-commerce software, themes, and scripts delivered to the Customer via download link, FTP access, or file transfer are considered "copyable goods" from the moment of delivery and are strictly non-refundable.
8. Downloadable Modules and Plugins: Digital files whose use cannot be technically prevented after a refund.

ARTICLE 4: REFUND PROCEDURE AND PAYMENT RETURN

Refund requests must be submitted in writing only by creating a support ticket via the Customer Panel. The process for approved refunds is as follows:

4.1. Payments via Credit Card

The refund amount is immediately transmitted by ZipWeb to the payment intermediary institution. The reflection of the amount on the Customer's card/account may take 1 to 7 business days depending on the banks' transaction processes. This period is outside ZipWeb's control.

4.2. Wire Transfer / EFT Payments

Refunds are made to the bank account declared by the Customer within approximately 5-10 minutes during working hours.

4.3. Papara QR Code Payments

Refunds are reflected in the Papara account where the payment was made within 24 hours. Attention: If your Papara account/card does not have a refund limit or the account is blocked, the amount is defined as "ZipWeb Balance" to your account. Cash refunds can be made by deducting from your balance when your account becomes eligible.

ARTICLE 5: ABUSE AND ONE-TIME RIGHT

ZipWeb applies the following measures to prevent the abuse of the refund policy and unnecessary occupation of system resources:

• One-Time Right: The refund guarantee is valid only for the first service purchased by each customer. If the Customer purchases a second service, it indicates satisfaction with the company's service quality, and arbitrary refunds are not made for these orders.
• Data Security and Deletion: All data (website files, databases, emails) in services for which a refund is approved or cancelled are permanently deleted pursuant to security protocols. The Customer is responsible for backing up their data before requesting a refund.

ARTICLE 6: FORCE MAJEURE

In all cases legally considered force majeure (natural disaster, war, riot, strike, communication infrastructure problems, power outages, cyber attacks, etc.), ZipWeb cannot be held responsible for late performance or non-performance of the service. In these cases, while the right to refund is reserved, the disruption of service cannot be used as a ground for a refund until the force majeure is eliminated.

ARTICLE 7: DISPUTE RESOLUTION

For disputes arising from the implementation of this agreement, Consumer Arbitration Committees in the Customer's place of residence up to the value declared by the Ministry of Trade; and for disputes above this value, Consumer Courts and Enforcement Offices located in the place of Zipweb Yazılım ve Bilişim Hizmetleri's headquarters are authorized.