Last Updated: 9 September 2026
This Cancellation, Refund and Right of Withdrawal Policy (“Policy”) sets out the principles applicable to services provided by EAK Elektronik Bilgisayar İnternet ve İletişim Hizmetleri Sanayi ve Ticaret Limited Şirketi (“EAK”) in relation to:
This Policy shall be read together with the EAK General Service Agreement, Service and Usage Terms, and the conditions of the relevant order or service package.
Mandatory provisions of consumer protection legislation remain unaffected.
The purpose for which the Customer enters into the transaction shall be taken into account when applying this Policy.
A natural or legal person acting for purposes outside their commercial or professional activities may be regarded as a consumer where applicable consumer protection legislation so provides.
Customers purchasing services for commercial or professional purposes, including:
shall be regarded as business customers.
Mandatory statutory rights granted specifically to consumers do not automatically apply to business customers.
A Customer may request cancellation where the service has not yet been activated, no dedicated resource has been allocated, and no irreversible transaction has been carried out by EAK or a third party.
When assessing a cancellation request, EAK may consider whether:
Depending on the nature of the service, activation or commencement of performance may be deemed to have occurred when:
For consumer transactions, the legal consequences of commencement of performance shall be assessed separately in accordance with mandatory consumer protection legislation.
For distance contracts falling within the scope of applicable consumer legislation, a consumer may, as a general rule and subject to statutory conditions, have the right to withdraw from the contract within 14 days without providing a reason.
The starting point of the withdrawal period for service contracts shall be determined in accordance with applicable legislation.
Where the consumer has a statutory right of withdrawal, no penalty or similar charge shall be imposed merely for exercising that right.
Many EAK services may be activated immediately or shortly after an order is placed.
Where a consumer expressly requests that performance of the service begin before the expiry of the withdrawal period, the consequences for the right of withdrawal and any payment or refund obligations shall be determined in accordance with applicable consumer legislation.
Where required, EAK may obtain the consumer’s express request or confirmation that performance may begin before the end of the withdrawal period.
Applicable legislation may provide exceptions where the right of withdrawal does not apply.
These may include, where the relevant statutory conditions are satisfied:
Each service shall be assessed according to its nature and applicable law.
Refund or withdrawal requests relating to hosting services may be assessed according to:
Unless EAK expressly offers a separate voluntary money-back guarantee in this Policy or in the relevant service package, no general and unconditional money-back guarantee shall be deemed to exist independently of any statutory right of withdrawal.
Following an order for VPS or VDS services:
Accordingly, cancellation and refund requests submitted after activation shall be assessed according to the Customer’s legal status, the actual use of the service and applicable law.
Mandatory consumer rights remain unaffected.
Dedicated server services involve the allocation of specific physical hardware and infrastructure resources to the Customer.
Preparation of the service may involve:
Customer-specific preparation and costs may be taken into account in refund assessments.
Mandatory statutory rights of consumers remain unaffected.
Cancellation of colocation services may take into account:
Termination of the service does not extinguish any outstanding amount already owed by the Customer to EAK.
Return and removal of Customer-owned physical equipment from the datacenter shall also be subject to the applicable service conditions.
Domain name transactions are generally carried out by EAK through the relevant registry or registrar on behalf of the Customer.
After a domain name has been:
the associated third-party charge may be non-refundable.
Accordingly, cancellation or refund availability for domain transactions shall depend on whether the relevant transaction can technically and contractually be reversed and on any applicable mandatory legal provisions.
Where a domain name has been registered with an incorrect spelling, it may not be technically possible to alter the registered domain after completion.
The Customer is responsible for checking the spelling of the domain name before placing the order.
Where a paid SSL certificate has been issued or activated through a third-party provider on behalf of the Customer, any non-refundable charge imposed by that provider may be excluded from the refundable amount.
No separate certificate fee refund applies to SSL certificates provided free of charge.
Mandatory consumer rights remain unaffected.
Services supplied through EAK may include:
Such licences may be subject to the licensing and refund rules of the relevant manufacturer or supplier.
Non-refundable licence costs already activated or purchased on behalf of the Customer may, to the extent permitted by applicable law, be excluded from any refund.
Completed services such as:
are generally non-refundable unless applicable mandatory law requires otherwise.
Where work has been partially completed, the value of work already performed and costs already incurred may be taken into account to the extent permitted by applicable law.
Promotional services may include benefits such as:
In the event of cancellation or refund, the promotional conditions and any non-recoverable third-party costs may be taken into account.
Promotional terms cannot remove mandatory statutory rights of consumers.
Credits granted as promotions, campaigns or gifts and not directly paid for by the Customer do not represent cash value.
Unless required otherwise by law, such promotional balances:
Balances arising from actual Customer payments shall be assessed separately.
Fixed-term services may be renewed in accordance with the relevant order or service conditions.
A Customer who does not wish to renew a service should cancel the service or disable automatic renewal, where available, before the renewal date using the methods provided by EAK.
Where automatic renewal is used, its conditions should be disclosed during the ordering or account management process.
For consumer transactions, automatic renewal and payment mechanisms shall comply with applicable mandatory legislation.
Failure to renew a service does not extinguish payment obligations arising from the previous service period.
When a service expires, components such as:
may be deactivated.
The Customer is responsible for obtaining necessary copies of its data before the service expires.
Where EAK is unable to provide the purchased service for a reason within EAK’s area of responsibility, the Customer may request, as appropriate:
The scope of any refund shall be determined according to the circumstances, the usable portion of the service, any applicable SLA, and mandatory legal provisions.
Short-term interruptions resulting from circumstances such as:
do not automatically create a right to a full refund in every case.
Where applicable, service credits or SLA compensation shall be assessed under the SLA terms of the relevant service.
Mandatory statutory rights remain unaffected.
Issues arising from Customer actions or systems are generally not considered an inability by EAK to provide the service.
Examples include:
EAK may provide assistance within the scope of the applicable support service.
Where a service is suspended or terminated due to a violation of the EAK Acceptable Use Policy (AUP), fees and refunds may be assessed according to:
An AUP violation does not remove non-waivable statutory consumer rights.
Where a Customer voluntarily terminates a service before the end of the agreed service period, the unused portion is not automatically refundable unless applicable law requires otherwise.
For example, where a business customer purchases an annual service and decides to stop using it after several months, this fact alone does not necessarily create a right to a refund for the remaining months.
Consumers’ statutory withdrawal rights and other mandatory rights remain unaffected.
Where a refund is required, EAK may issue a partial refund depending on the circumstances.
To the extent permitted by applicable law, the calculation may take into account:
Where reasonably possible, refunds shall be processed through the original payment method.
For example:
Processing times imposed by banks or payment service providers are outside EAK’s direct control.
Where a refund is legally required, it shall be processed within the period prescribed by applicable legislation.
Other refunds accepted contractually or voluntarily by EAK shall be processed within a reasonable operational period.
The time required for the refunded amount to appear in the Customer’s account may vary depending on the relevant bank or payment provider.
Cancellation or refund requests should, where possible, be submitted through a channel that creates a record of the request, including:
For account security purposes, EAK may require additional verification to confirm that the request is made by the account holder or an authorised person.
Where a consumer has a statutory right of withdrawal, the consumer may communicate the decision to withdraw through a clear statement before the expiry of the withdrawal period.
Depending on the available methods, the notice may be submitted through:
The essential requirement is that the decision to withdraw is communicated within the applicable statutory period.
When a service is cancelled or terminated, the Customer is responsible for obtaining a current copy of its data before the service ends.
Following termination, data including:
may be deleted from EAK systems after the applicable retention period.
Unless expressly stated in the agreement or service package, EAK does not guarantee indefinite retention of data belonging to a terminated service.
Data deleted from an active service may remain within technical backup systems for a limited period.
Because of the technical structure of backup systems, it may not be possible to immediately and physically remove a single Customer’s data from an existing immutable or full backup set.
Such data will normally cease to exist through the ordinary backup lifecycle when:
Data remaining solely within backup copies shall not be actively reused for new purposes.
Where a payment dispute arises, the Customer may first contact EAK to seek resolution.
Unauthorised or abusive chargeback activity may result in:
Nothing in this provision prevents a Customer from exercising legitimate rights to dispute a payment through a bank, payment provider or applicable law.
For business customers, cancellation and refund conditions shall primarily be determined by:
Where the parties have entered into a separate written agreement or quotation, the specific terms of that agreement may take precedence for the relevant service.
Nothing in this Policy shall be interpreted as excluding or restricting mandatory rights granted to consumers under applicable consumer protection legislation.
Depending on the nature and value of the dispute and the applicable monetary thresholds, consumers may apply to:
This Policy shall be read together with:
Mandatory provisions of applicable law remain unaffected in all cases.
EAK may update this Policy due to:
The current version shall be published on the EAK website.
Application of changes to existing contracts shall remain subject to the relevant agreement and mandatory legal provisions.
Cancellation and refund requests may be submitted through the EAK customer panel or other support channels officially designated by EAK.
Requests concerning personal data and rights under KVKK should be submitted separately to:
This Cancellation, Refund and Right of Withdrawal Policy was last updated on 9 September 2026.
EAK Elektronik Bilgisayar İnternet ve İletişim Hizmetleri Sanayi ve Ticaret Limited Şirketi
This English version is provided for the convenience of international customers.
The official and original version of this Cancellation, Refund and Right of Withdrawal Policy is the Turkish version.
In the event of any discrepancy, inconsistency or difference of interpretation between the Turkish and English versions, the Turkish version shall prevail, to the extent permitted by applicable mandatory law.
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