Cancellation and Refund Policy

How to cancel your order, how the right of withdrawal works for services, and how long a refund takes.

Cancelling an order

If work has not yet begun, your order is cancelled at your request and the full amount collected is refunded. To cancel, simply write to sales@dotcrea.com with your order number.

If work has begun, the refund is made after deducting the price of the work done so far. Which items were completed and how much time was spent is shared with you in writing.

Right of withdrawal

A buyer who qualifies as a consumer has the right, under Article 9 of the Turkish Distance Contracts Regulation, to withdraw from the contract within fourteen days from the day it is concluded, without giving any reason and without paying any penalty.

However, under Article 15(1)(h) of the same Regulation, the right of withdrawal cannot be exercised for services whose performance has begun with the buyer's consent before the withdrawal period has expired.

By approving the order, the buyer also consents to work starting before the fourteen-day withdrawal period ends and accepts that, for the service so commenced, the right of withdrawal can no longer be exercised. A buyer who prefers work to begin only after the withdrawal period may say so in writing immediately after ordering; in that case work starts after fourteen days and the right of withdrawal is preserved throughout.

Where the right of withdrawal is exercised, it is sufficient for notice to reach the seller in writing or on a durable medium before the period expires. Notices: sales@dotcrea.com.

If work has begun and the buyer then withdraws, the price of the part already performed is calculated in proportion to the total price and the balance is refunded.

Where the buyer is a merchant or tradesperson, meaning the service is bought for commercial or professional purposes, the withdrawal provisions of consumer legislation do not apply and the contract between the parties governs.

Cancellation and refunds

An order on which work has not yet begun is cancelled at the buyer's request and the full amount collected is refunded.

Refunds are made using the original payment method: card payments are refunded to the issuing institution, and the time it takes to appear on the card account depends on the bank. Bank transfer payments are returned to the account the payment came from.

Where payment was taken through Paddle, the refund is processed by Paddle as merchant of record; you can still send the request to us and we will start the process.

Refund requests should be sent to sales@dotcrea.com quoting the order number. Requests are resolved within fourteen days of reaching the seller.

If part of the service has been delivered, the refund is made after deducting the delivered part. That calculation is explained in writing, itemised by work item and time spent.

Payment details

Card payments are processed through whichever payment provider is active at the time the order is placed. In every case your card details are never passed to the seller and are never stored on the seller's systems; the payment step is completed on the provider's own secure page.

When PayTR is used, PayTR acts solely as a payment service provider. The sale is concluded directly between the seller and the buyer, and the seller issues the invoice.

When Paddle is used, the sale is made by Paddle.com Market Limited acting as the merchant of record. In that case Paddle is responsible for collecting payment, calculating sales taxes and issuing the invoice; the service itself is still provided and performed by the seller. You may also contact Paddle directly about anything relating to the payment.

Which provider was used is shown on screen during checkout and is recorded against your order.

For bank transfer (havale/EFT) payments the account details are:

Account name: Karnika Teknoloji Dış Ticaret Limited Şirketi

Bank: Enpara Bank

IBAN: TR82 0015 7000 0000 0104 8663 12

Please include your order number in the transfer description so the payment can be matched to your order. Any transfer fees charged by your bank are payable by the buyer.

Performance period and delivery

The start date is agreed between the parties once payment has reached the seller and the buyer has supplied the access, content and information required for the work.

Under the Turkish Distance Contracts Regulation, performance is completed within the committed period from the date the order reaches the seller. Delays caused by the buyer (access not granted, content not supplied, approvals held up) are added to that period and notified to the buyer.

Delivery takes the form of going live, handing over files or transferring access, depending on the nature of the work item, and is confirmed in writing.

If you are not satisfied with the result

If the work delivered does not match the scope written at the time of the order, it is corrected at no extra charge. Requests that go beyond that scope are quoted as a new item and are not started without your approval.

Dispute resolution

Buyers who qualify as consumers may apply to the consumer arbitration committee or consumer court in the place where the service was purchased or where they reside, within the monetary limits set each year by the Turkish Ministry of Trade. Applications can also be made through the Consumer Information System (TÜBİS) on e-Devlet.

Where the buyer is a merchant or tradesperson, the courts and enforcement offices of Istanbul have jurisdiction.

In every case we suggest writing to sales@dotcrea.com first; we would rather resolve what can be resolved without a formal process.