Cancellation and Refund Policy
Last updated: August 30, 2026
Refund conditions and the 14-day right of withdrawal.
This policy explains how to cancel a service and when a refund is due. If you are a consumer, your right of withdrawal is protected by Turkish Law No. 6502 on Consumer Protection and, in the EU, by the Consumer Rights Directive; this policy cannot limit it.
1. Our money-back guarantee
On our web hosting and app (Stack) plans we give a wider refund guarantee than the law requires. You need give no reason:
| Purchase | Refund window | Refunded |
|---|---|---|
| Annual and longer terms | 30 days | The full amount you paid |
| Monthly plans | 48 hours | The full amount you paid |
The window runs from the moment your order is placed. Email [email protected] or open a support ticket; it is enough that the request is sent within the window.
The monthly window is shorter for a simple reason: 48 hours is a small part of a one-month term, while 30 days is all of it. On an annual plan, 30 days is time to genuinely try the service and decide.
This guarantee covers the first order only, and only web hosting and app (Stack) plans. VPS servers, domains, SSL certificates, licences and renewal and upgrade payments are not covered; for domains, SSL and licences see section 2 below.
1.a. Your statutory right of withdrawal
If you are a consumer, Turkish Law No. 6502 and the Distance Contracts Regulation separately give you a 14-day right of withdrawal. Article 15 of that Regulation, however, excludes services performed instantly in electronic form and services whose performance began with your consent — which covers hosting and domains, since they are provisioned the moment your order is confirmed.
That is precisely why we offer the guarantee above: we commit by contract to a trial-and-change-your-mind window the law does not oblige us to give. The 30 days on an annual plan is more than twice the statutory fourteen.
Where a statutory right of withdrawal does arise on the facts and no exclusion applies, nothing in this policy restricts it; whichever is more favourable to you applies.
2. Exceptions
The right of withdrawal does not apply to the following. These fall under Article 15/1 of the Turkish Distance Contracts Regulation — paragraph (b) (goods prepared to the consumer's own requirements), paragraph (ğ) (services performed instantly in electronic form, or intangible goods delivered instantly) and paragraph (h) (services whose performance began, with the consumer's consent, before the withdrawal period expired):
| Item | Why |
|---|---|
| Domain registration, renewal and transfer | Registration triggers a non-recoverable payment to the registrar and allocates the domain to you. Registries do not refund it, so neither can we. |
| SSL certificates | A certificate becomes specific to you the moment it is issued in your name. Where the certificate authority offers a refund window (usually 30 days), we pass your cancellation on to them. |
| Setup and migration fees | Where the work has actually been carried out. Site migration is currently free of charge. |
| Renewals and upgrades | A renewal keeps an existing service running and is performed immediately; on a domain renewal the fee reaches the registrar the same day. The right of withdrawal applies to the first purchase only. |
| Items given free as part of a promotion | Where a promotion included a free domain or similar item, its list price is deducted from any refund of the main service — we have already paid our supplier for it. |
| Services configured specifically for you | Solutions built to your request outside the standard catalogue. |
About domains. When you buy a domain we do not keep the money — we pass it to the registrar at the moment of registration, and that transfer cannot be reversed. Domain fees are therefore non-refundable, including where you ordered by mistake. The domain is still yours: you may transfer it to another provider at any time.
3. After the window: mid-term cancellation
Once the refund window has passed you may cancel at any time. In that case:
- the service continues to the end of the period you have paid for and closes at the end of it;
- there is no pro-rata refund for the unused portion, though we can hold the remaining value as credit on your account for use against other services;
- no invoice is issued for the following period.
4. Where the fault is ours
In the following cases we refund the unused portion pro rata, even after the refund window has passed:
- we cannot deliver the service you bought, or cannot provide the features we advertised;
- we terminate the service unilaterally through no fault of yours;
- we have fallen far short of the uptime commitment in the SLA in a given month and the service credit does not cover your loss.
5. Where no refund is given
- Services terminated for breach of the Acceptable Use Policy,
- Services closed for non-payment,
- Free promotional plans (no fee was paid, so there is nothing to refund),
- Outages caused by software, plugins or configuration under your control.
6. How refunds are made
Approved refunds are paid within 14 days of approval.
- Refunds are made by the same method as the original payment. If you paid by card, the refund goes back to the same card; how quickly it appears on your statement depends on your bank and is outside our control. If you paid by bank transfer, we refund to the account the payment came from, so we may ask you to confirm the IBAN.
- The refund is calculated on the amount shown on your invoice.
- Bank charges and transfer fees are not deducted from the refund.
- A credit note is issued against the original invoice.
7. Disputes
If you are unhappy with the outcome of a refund request, write to [email protected] first; the great majority are resolved at that stage.
Failing that, consumers in Türkiye may apply, within the applicable monetary thresholds, to the Consumer Arbitration Committee or Consumer Court in their place of residence. The current thresholds are published annually by the Ministry of Trade. Consumers in the EU may also use the mechanisms available under their national law.