Cancellation and Refund Policy

1. Scope

This document explains how subscriptions to the ERP service provided by İLGİSOFT BİLİŞİM VE DANIŞMANLIK HİZMETLERİ SANAYİ VE TİCARET LİMİTED ŞİRKETİ ("ilgiERP") are cancelled and terminated and how refunds are assessed. It is read together with the Distance Sales Agreement and the Preliminary Information Form; in the event of any conflict between them, the provisions of the Distance Sales Agreement prevail.

ilgiERP is business software supplied for the conduct of commercial and professional activities, and the buyer is typically a merchant. Law No. 6502 on the Protection of Consumers and the Distance Contracts Regulation apply to consumer transactions; in a relationship between parties acting for commercial or professional purposes, the Turkish Code of Obligations No. 6098 and the Turkish Commercial Code No. 6102 apply. Where the buyer acts as a consumer, the mandatory provisions of consumer legislation are reserved.

2. Cancelling a subscription

You may cancel your subscription at any time, and you do not need to give a reason.

• Send your cancellation request in writing to info@ilgierp.com. If a subscription management screen is available in your account, you may also start the cancellation there.
• Cancellation takes effect at the end of the current subscription period: your access continues unchanged until the end of that period, the subscription is not renewed for the next period, and no further collection is made.
• For renewal to stop, your cancellation notice must reach us before the renewal date defined in your subscription plan. A notice that arrives after the renewal date takes effect at the end of the period that has already begun.
• Under the on-premises model the licence fee is a one-off charge, so there is no periodic renewal or cancellation. If a separate maintenance and support subscription has been taken out, it may be cancelled under the rules in this section.
• We confirm in writing that a cancellation has been processed. If you have not received that confirmation, your cancellation may not have been recorded — please contact us at info@ilgierp.com.

3. How refunds are assessed

• Amounts relating to periods in which the service was actually supplied and available for use are not refunded; performance was rendered in those periods.
• For periods paid in advance that have not yet begun, the amount corresponding to the unused period is refunded where the subscription ends in one of the cases set out in this document.
• For annual or multi-period advance payments, the refund is calculated by deducting the amount attributable to the used period and pro-rating the remainder. The calculation is based on the portion of the amount actually paid that is attributable to the relevant period.
• Fees for completed additional services such as installation, data migration, training, customisation and consultancy are not refundable, as the work has actually been carried out.
• Where the seller has lawfully terminated the agreement because of the buyer's breach, no refund is made for the unused period; the seller's other claims and the mandatory provisions of law are reserved.
• Where the payment institution or banks apply transaction charges, those charges may be deducted from the refund only to the extent permitted by law.
• If the agreement is terminated because of force majeure, the portion of any amount paid in advance corresponding to the unperformed period is refunded.

4. Right of withdrawal and its exception

Where the buyer acts as a consumer, distance contracts as a rule carry a fourteen-day right of withdrawal. However, under Article 15(1)(ğ) of the Distance Contracts Regulation, services performed instantly in an electronic environment and intangible goods delivered instantly to the consumer are an exception to that right.

A ilgiERP account is opened and the access details are sent immediately after payment confirmation, so the service is performed instantly. At the point of purchase the buyer gives, through a separate checkbox, its consent that performance is to begin immediately and its acknowledgement that the right of withdrawal cannot then be exercised. Once that consent has been given and the service has been made available, the right of withdrawal cannot be exercised.

For buyers acting for commercial or professional purposes, Law No. 6502 and the Distance Contracts Regulation do not apply, so no right of withdrawal arises in the first place.

The absence of a right of withdrawal does not remove your ability to cancel. Withdrawal and cancellation are different things: you may cancel your subscription at any time, and cancellation takes effect at the end of the period as described above.

5. Service interruption and defective performance

If you cannot reach the service, or the service does not work as described in the agreement, tell us first at info@ilgierp.com. Including your tenant name, when the problem started and the behaviour you observed will shorten the time to resolution.

• Reported outages and faults are prioritised by severity and resolved accordingly. Any response and resolution times are defined in the quotation or in the service level commitment, where one exists.
• Planned maintenance, and interruptions arising from the buyer's own infrastructure, internet connection, devices or third-party systems, do not count as service interruptions.
• Where a material interruption is attributable to the seller and is not resolved within a reasonable time, either an extension of the term or a refund may be applied for the subscription fee corresponding to the interruption. Which of the two applies is decided taking the buyer's preference into account.
• In the event of defective performance, the buyer's rights under Law No. 6502 and under general provisions are reserved.

6. Refund process and payment method

• Send refund requests to info@ilgierp.com. Include your tenant name, your order or invoice number, and the reason for the request.
• Once received, your request is assessed and the outcome is notified to you in writing. Approved refunds are initiated without delay and within the period prescribed by law.
• Refunds are made using the same method as the original payment: payments made by credit or debit card are refunded to the same card, and payments made by bank transfer are refunded to the account the payment came from. No cash refunds are made and no alternative method is used.
• How long the refund takes to appear on your card or bank account depends on the processing times of the relevant bank and payment institution, which are outside the seller's control.
• A refund invoice compliant with legislation is issued for the refunded amount. Where the buyer is a merchant and is required to issue the refund invoice itself, the buyer issues it without delay.

7. Suspension, termination and data export

• Where the price is unpaid or the service is used in breach of the agreement, the service may be suspended after notice. Your data is not deleted during suspension; access is restored once the breach is remedied.
• When a subscription ends, you are given a reasonable period in which to export your data. Within that period you may retrieve your data in the standard export formats the service offers.
• At the end of that period, tenant data is deleted as described in the Privacy Policy. Invoice and accounting records that legislation requires to be kept for a defined period are retained for that period and for that purpose only.
• Send data export requests to info@ilgierp.com and requests concerning personal data to kvkk@ilgierp.com.

8. What "delivery" means for a digital service

ilgiERP is a digitally delivered service. There is no physical shipment, freight or delivery address, so there are no shipping charges, delivery times or return shipments.

For the purposes of these documents, "delivery" means making your account available for use. After payment is confirmed, your tenant account is created and the administrator access details are sent to the email address you declared during the order. Delivery is complete and the service is deemed performed once those details have been sent.

Under the on-premises model, delivery is complete when the licence key and the installation package are made available to you.

If the access details have not reached you, first check your spam folder and then contact us at info@ilgierp.com. Where delivery does not take place at all for a reason attributable to the seller, the amount you paid is refunded.

9. Contact

İLGİSOFT BİLİŞİM VE DANIŞMANLIK HİZMETLERİ SANAYİ VE TİCARET LİMİTED ŞİRKETİ · Address: SİLAHTAR MAHALLESİ ÇORLU YERLEŞKESİ OFİS NO:TGB12 BELDE/BUCAK SİNAN DEDE MEVKİİ ÇERKEZKÖY YOLU 3.KM. NAMIK KEMAL ÜNİVERSİTESİ ÇORLU MÜHENDİSLİK FAKÜLTESİ ÇORLU/TEKİRDAĞ/Türkiye · Phone: +90 282 673 56 83 · Email: info@ilgierp.com · Registered electronic mail (KEP): ilgisoft@hs01.kep.tr · MERSIS No: 0471040056700015

Send cancellation, refund and billing requests to info@ilgierp.com. For requests concerning your personal data, use kvkk@ilgierp.com.