Cancellation, Withdrawal and Refund Policy

1. Purpose and scope

This Policy explains cancellation, statutory withdrawal, refund and defective-service procedures for translation-service contracts concluded through the Hazem Tercüme website and digital channels. In consumer transactions, Turkish Law No. 6502 on Consumer Protection, the Turkish Distance Contracts Regulation and other mandatory provisions prevail. Nothing in this Policy limits a statutory consumer right.

2. Service provider identity

Registered trade name: HAZEM GLOBAL TERCÜME VE DANIŞMANLIK PROFESYONEL SİTE YÖNETİMİ İNŞAAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ
Tax No.: 4601152960
MERSİS No.: 0460115296000001
Address: Merkez Mahallesi 52127. Sokak No:11/A Skysense Mezitli A Blok Daire No:86 Mezitli/Mersin, Türkiye
Email: info@hazemtercume.com
Registered electronic mail (KEP): hazem@hs01.kep.tr
Telephone: +90 541 583 01 03

3. Fourteen-day statutory withdrawal right

A consumer may withdraw from a distance service contract within fourteen days from its conclusion without giving a reason or paying a penalty. It is sufficient to send the notice within that period. Before the contract is concluded, the consumer is informed of the conditions, period and procedure for withdrawal and the consequences of requesting early performance.

4. Withdrawal and cancellation notice

The notice may be sent, stating the order number, name or legal name and a clear request, by email to info@hazemtercume.com, by KEP to hazem@hs01.kep.tr, or in writing to the postal address above. A telephone call alone is not a valid withdrawal notice. Hazem Tercüme confirms receipt of an electronic notice without delay through a durable medium.

Model notice: “I hereby notify you that I exercise my withdrawal/cancellation right for the following service contract. Order number and date: … / Service: … / Name or legal name: … / Contact details: … / Date: …”

5. Starting the service before the withdrawal period expires

Starting translation work before the fourteen-day period expires requires a separate, explicit and recorded request/approval from the consumer, distinct from acceptance of the distance contract. If performance begins with that explicit approval, the statutory withdrawal right is unavailable under Article 15(1)(h) of the Turkish Distance Contracts Regulation. Acceptance of the contract, preliminary information or general terms alone is not explicit consent to early performance. This exception does not remove rights concerning defective service, non-performance, delay, compensation or other mandatory remedies.

6. Cancellation before performance begins

For a valid withdrawal or cancellation communicated before performance begins, the service fee is refunded in full. No bank, card, payment-provider, transfer or “refund processing” charge is imposed on the consumer. Notary, apostille, certification, courier or similar third-party items are not deducted if the relevant process has not begun.

7. Cancellation request after performance begins

Where work began with the consumer's separate explicit early-performance approval, the statutory withdrawal exception may apply. The customer may nevertheless request cancellation; Hazem Tercüme may offer a voluntary refund or solution for the unperformed part. Completed work and third-party expenses are explained transparently with order records. A notary, apostille, certification or courier expense may be taken into account only to the extent it was separately disclosed and accepted before the order, was actually incurred and non-recoverable, and a deduction is permitted by law. This clause does not permit deductions from a statutory-withdrawal or defective-service refund.

8. Refund period and method

Following a valid statutory withdrawal, all payments received are refunded within fourteen days after the notice reaches Hazem Tercüme, in one transaction, using the payment method used by the consumer and without cost to the consumer. Where the law requires an immediate or shorter refund for defective service or another remedy, that statutory period applies. Unless the consumer expressly requests otherwise, the same payment method is used. A bank's posting time may be outside Hazem Tercüme's control; evidence that the refund was initiated is supplied to the customer.

9. Defective service and statutory remedies

If the translation is incomplete, erroneous or inconsistent with agreed characteristics, the consumer retains the rights to re-performance, free correction/repair, a price reduction or rescission and refund, together with compensation where its conditions are met. Except where the selected remedy is legally impossible or disproportionate, Hazem Tercüme addresses it under the applicable statutory periods and rules. Early-performance approval and the withdrawal exception do not limit these rights.

10. Non-performance by the provider

If Hazem Tercüme fails to perform within the promised period, the consumer may terminate the contract under applicable law. In that event, payments received are refunded with the statutory interest required by law within fourteen days. If performance becomes impossible, the customer is informed without delay and the refund required by law is made.

11. Requests, complaints and disputes

Cancellation, withdrawal, refund and defective-service requests may be sent through the email, KEP or postal channels in section 2. Providing the order number and requested remedy expedites review. Subject to current monetary limits and jurisdiction rules, consumers may apply to the competent Consumer Arbitration Committee or Consumer Court; mandatory venue and authority rules cannot be changed by this Policy.

12. Effective date

This Policy takes effect on 17 July 2026. Rights concerning an order are assessed together under the contract accepted on the order date and mandatory law.