CANCELLATION AND REFUND POLICY

Consumer Right of Withdrawal

• The consumer may exercise the right of withdrawal within 14 days from the establishment of the contract without showing any reason, in accordance with Law No. 6502.
• The right of withdrawal can be used before the performance of the service begins.
• The withdrawal notification must be communicated to Petfendy in writing or via a durable data storage device.
• In case of exercising the right of withdrawal, the paid amount will be refunded within 14 business days using the same payment method.

Cases Where the Right of Withdrawal Cannot Be Used

• When the performance of the service has begun (arrival of the reservation date)
• When the service performance has begun with the express consent of the consumer
• Emergency reservations (services starting within 24 hours)

Refund Process and Timing

• Refund requests can be made through the platform or in writing to petfendyotel@gmail.com
• Refund transactions are carried out through the İyzico payment system
• Payment is refunded using the same payment method (credit card/debit card) within 10-14 business days
• The refund process may vary depending on bank business days

Service Special Situations

If it is documented with a veterinary report that the service cannot be received due to the health condition of the pet, a full refund is made.

Force Majeure

In cases where service cannot be provided due to force majeure such as natural disasters, epidemics, full refund or postponement right is granted.

Reservation Management

• Service providers must confirm reservations within 24 hours.
• Unconfirmed reservations are automatically cancelled and full refund is made.
• Full refund is made for reservations cancelled by the service provider.

Service Quality

Partial or full refund may be made for valid complaints about service quality. Service providers may be removed from the platform in case of repeated complaints.

Payment and Deduction

• Payments are received through İyzico secure payment system
• Refunds are made using the same payment method
• Platform commission is only taken from completed services