Refund Policy
Last updated: 1 January 2025
1. Legal Framework
This Refund Policy is prepared in accordance with:
- Turkish Law No. 6502 on the Protection of Consumers (Tüketicinin Korunması Hakkında Kanun)
- The Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), published in the Official Gazette dated 27 November 2014, No. 29188
- The Regulation on Service Providers and Intermediary Service Providers in Electronic Commerce
These rights are in addition to any statutory rights you have as a consumer under Turkish law and cannot be waived or excluded.
2. Right of Withdrawal (Cayma Hakkı)
Under the Turkish Regulation on Distance Contracts, you have the right to withdraw from a subscription contract within 14 (fourteen) calendar days of the date your subscription begins, without giving any reason and without penalty.
Important condition: The right of withdrawal applies only if you have not made substantial use of the service. "Substantial use" means you have actively used the core features of the subscription plan (e.g., adding pets, setting reminders, inviting family members). In accordance with Article 15(1)(ğ) of the Regulation on Distance Contracts, the right of withdrawal may not apply to services that have been fully performed at the consumer's explicit request before the withdrawal period expires.
If you have not used the service beyond logging in, you are entitled to a full refund under the right of withdrawal.
3. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must notify us within 14 days of your subscription start date by any of the following methods:
- Email: support@petactivities.com.tr with subject line "Refund Request – Cayma Hakkı"
- In-app: Settings → Subscription → Request Refund
Your withdrawal notice must include:
- Your full name
- The email address associated with your account
- Your subscription plan and start date
- A clear statement that you wish to withdraw from the contract
4. Refund Processing
- We will acknowledge your refund request within 2 business days.
- We will process eligible refunds within 14 calendar days of receiving your withdrawal notice, in accordance with Turkish law.
- Refunds will be issued to the original payment method used at the time of purchase.
- Credit or debit card refunds may take an additional 3–10 business days to appear on your statement, depending on your bank.
- We will send you an email confirmation once the refund has been processed.
5. Refund Eligibility After 14 Days
After the 14-day withdrawal period, refunds are not automatically available. However, we review requests on a case-by-case basis in the following exceptional circumstances:
| Situation | Outcome |
|---|---|
| Service was unavailable for more than 48 continuous hours due to our fault | Pro-rated refund or service credit |
| You were charged incorrectly (wrong plan, duplicate charge) | Full refund of the erroneous amount |
| Technical error prevented you from using the service | Reviewed individually; credit or refund may apply |
| Annual plan cancelled within first 30 days with minimal use | Reviewed individually; partial refund may apply |
To request an exceptional refund, please contact support@petactivities.com.tr with a description of the issue.
6. Non-Refundable Items
- Subscription fees for periods already used beyond the 14-day withdrawal window.
- Any portion of an annual plan beyond the first 30 days (except in circumstances covered in Section 5).
- Accounts that have been suspended or terminated due to violation of our Terms of Use.
7. Free Trial
The 7-day free trial does not involve any charge. No refund is applicable for the trial period. If you choose not to subscribe after the trial, your account will be downgraded automatically and no payment will be taken.
8. Cancellation vs. Refund
Cancelling your subscription and requesting a refund are different actions:
- Cancellation stops future billing. You retain access until the end of the current billing period. No refund is issued for the remaining unused period.
- Refund request is a request for money back for a charge already made. Cancellation and refund may be requested simultaneously if you are within the 14-day withdrawal period.
9. Dispute Resolution
If you are dissatisfied with our response to your refund request, you may:
- Contact the Consumer Arbitration Committee (Tüketici Hakem Heyeti) in your province for disputes up to the monetary threshold set annually by the Ministry of Commerce.
- File a complaint with the Consumer Court (Tüketici Mahkemesi) for higher-value disputes.
- Submit a complaint to the Ministry of Trade's e-Government portal at edevlet.net.
10. Contact
- Email: support@petactivities.com.tr
- Response time: Within 2 business days
- Website: petactivities.com.tr