Withdrawal, termination and refund are different things. This document separates the three and explains which one applies in which situation and when you will get your money back.
1. Purpose
This document separates three distinct concepts. Confusing them creates false expectations both for the customer and for the company:
Withdrawal: stepping back from the contract within the period granted by the legislation. Its period and conditions are determined by the legislation
Termination (subscription cancellation): ending the subscription with effect for the future. It is not withdrawal and is subject to its own rules
Refund: the return of the amount paid. It may arise as a result of withdrawal, it may arise as a result of termination, or it may not arise at all
The documents in which these matters are regulated:
The right of withdrawal and the refund arising as a result of withdrawal: this document
Terminating the subscription, non-payment, general refund rules, your data after the service has ended: Delivery and Refund Terms
Termination provisions: Distance Sales Agreement Article 9
2. Scope
This document covers the packages sold on the tten website. For projects such as Private Cloud and fintech solutions, a product- and service-specific agreement is drawn up. The terms applicable to those projects are set out in their own agreements.
The packages may be purchased both by legal entities and by natural persons.
3. Right of withdrawal
3.1 Scope of the right of withdrawal
A buyer acting as a consumer has the right of withdrawal. For a service you have purchased under a distance contract, subject to the exception below, you may withdraw without giving any reason and without paying any penalty.
A buyer purchasing for commercial or professional purposes, in other words in the capacity of a merchant or tradesperson, is not deemed a consumer, and therefore this section does not apply to that buyer.
3.2 Period and its commencement
Withdrawal period: 14 days
The moment the period starts: the date on which the contract is concluded
If the last day of the period falls on a holiday: if the last day falls on an official holiday, the period ends on the first following business day
3.3 Reason
You do not need to give a reason in order to exercise your right of withdrawal. No penalty or additional amount is demanded from you on account of your withdrawal notice.
The only exception to the right of withdrawal concerns services whose performance has begun with your approval, pursuant to the provision of the Distance Contracts Regulation listing the cases in which the right of withdrawal cannot be exercised. This exception is explained in section 4.
4. Withdrawal in services whose performance has begun
Performance of the cloud infrastructure service begins the moment the payment is approved: resources are allocated to your account and you can create your servers within minutes. This directly affects how the right of withdrawal operates.
The approval you give in the order flow: while completing the order, you confirm that you request the performance of the service to begin immediately before the withdrawal period expires and that you are aware that your right of withdrawal will end once performance is completed. If you do not give this approval, your server resources cannot be allocated, because the service begins only with allocation.
Does the fact that performance has begun eliminate the right of withdrawal: Yes. In a service whose performance has begun with your approval, the right of withdrawal ends
When do I give this approval: in the order flow, before the payment step, at the step where you approve the agreements
What happens if I do not give the approval: the order is not completed. Without performance of the service having begun, your right of withdrawal continues for 14 days
If performance has begun, which amount am I liable for: the amount corresponding to the period you have used up to the date of withdrawal is set off, and the remainder is refunded
5. Submitting the withdrawal notice
You submit your withdrawal notice by opening a support request from Core Panel.
Notification channel: Core Panel support request
Information that must be included in the notice: account information, the service withdrawn from and the withdrawal declaration
Will a sample withdrawal form be provided: you do not need to fill in a separate form. A support request is sufficient
Confirmation of receipt of the notice: your request is recorded and confirmed by e-mail
6. Refund in the event of withdrawal
When you exercise your right of withdrawal, the refund is made according to the following rules:
Refund method: through the channel by which the payment was made. If this is not possible, to the IBAN you provide
Refund period: 3 business days
Application of the exchange rate: the rate on the day of collection. You get back the Turkish lira amount you paid
Appearance at the bank: the time it takes to reach your card or your account depends on your bank
The refund rule concerning the period used, the partial refund calculation for annual subscriptions and the 1 TL verification amount in the free trial are regulated in section 6 of the Delivery and Refund Terms. They are not repeated here.
7. Cases outside withdrawal and refund
Termination of the subscription due to a breach of the AUP: no refund is made
The service ending due to non-payment: this is subject to section 5 of the Delivery and Refund Terms
Abuse (a repeated cycle of purchase and refund): tten reserves the right to refuse to provide the service
8. Objection and application
If your withdrawal or refund request is rejected, you may object by opening a support request from Core Panel. The official application channels are shown in section 9.2 of the Pre-Contractual Information Form.
Related documents: Delivery and Refund Terms · Distance Sales Agreement (Articles 9, 10) · Pre-Contractual Information Form (section 6) · Acceptable Use Policy (section 14)