This is an English translation provided for convenience. The Turkish version, İptal ve İade Koşulları, is the binding text and prevails in case of any difference.
This page sums up the cancellation and refund rules for Eventora credits in plain language. The binding rules are in articles 11–16 of the Distance Sales Agreement and in the Pre-information Form; this page matches them.
1. In short
- 1 credit = 1 TRY, VAT (20%) included.
- Within 14 days from the day a top-up’s payment was made, you can get back the unspent part of that top-up.
- Credits spent are not refunded: each one paid for a service provided with your consent.
- After 14 days, unspent credits are not refunded; they stay in your account and never expire.
- The money is refunded to the card you paid with, within 14 days after your request reaches us.
- Refunds are made only at your request; Eventora never refunds automatically.
2. What is refundable
What can be refunded is the part of a top-up still unspent within the 14-day period. 1 TRY (VAT included) is refunded for each unspent credit.
- Credits are spent oldest top-up first. So when you make a new top-up, your older credits are spent first.
- If your balance was below zero when you made the top-up, the part of the top-up that covered the shortfall counts as spent.
- Credits set aside (reserved) for a campaign under way are counted according to the real usage when the campaign closes. If you like, you can cancel the campaign before asking for the refund; the unused reservation returns to your balance automatically.
- The refund is calculated on the credits of that top-up still unspent on the day your request is processed, and the refunded credits are deducted from the balance.
- Credits that Eventora adds free of charge, because of a service failure or at its own discretion, are not paid for and are not exchanged for money.
Credits spent are not refunded. Before paying, you explicitly agree that the credits be added at once and that the services begin within the 14-day withdrawal period; for this reason, the right of withdrawal ends for credits spent, under article 15(1)(h) of the Distance Contracts Regulation.
3. How to ask for a refund
- Write to destek@eventora.com.tr within 14 days from the day the payment was made.
- Give the payment’s date and amount in your email.
- Where possible, send the email from your Eventora account’s email address. If you write from another address, we may ask for more information to confirm the request comes from you; this check does not shorten the 14-day period.
We confirm by email that your request has reached us. It is enough for the request to reach us within the period. Instead of email, you can use the model withdrawal form annexed to the Distance Sales Agreement, or send your request to our KEP address (ironlabsteknoloji@hs06.kep.tr) or by post to GÖRELE MAH. USTA SK. NO: 28 İÇ KAPI NO: 1 BEYKOZ/İSTANBUL.
4. Examples
In the examples below, the account’s balance is zero before the top-up unless stated otherwise.
| Situation | Result |
|---|---|
| You added 2,500 credits, spent 300 credits in the following 10 days and asked for a refund on day 10. | 2,200 credits are unspent: 2,200 TRY is refunded. |
| For the same top-up, you asked for the refund on day 20. | Not refunded, because the 14-day period has passed. The 2,200 credits stay in your account and never expire. |
| You had 400 credits left from an earlier top-up (older than 14 days). You added 1,000 credits, spent 600 credits within a week and asked for a refund on day 7. | The older 400 credits count as spent first, then 200 credits from the new top-up. 800 credits of the new top-up are unspent: 800 TRY is refunded. |
| Your balance was -100 credits because a campaign went over its reservation. You added 1,000 credits, spent nothing else and asked for a refund on day 5. | 100 credits of the top-up covered the shortfall and count as spent: 900 TRY is refunded. |
5. When the money arrives
We make the refund within 14 days from the date your request reaches us, to the card you paid with, through iyzico, in a single payment and at no cost to you. Your card issuer adds the amount to your card limit once it receives it; how long it takes to show on your card statement depends on the issuer and may take a few more days.
6. What is never charged
- Failed sends are not charged: WhatsApp messages and SMS that could not be sent at all, or that the provider reported as failed.
- Calls that go unanswered and calls that reach voicemail are not charged. A voice call with artificial intelligence is charged once, only when the guest answers (the call is completed or the guest asks to be called back).
- You don’t need to ask for a refund for these: when the campaign closes, only the real usage is deducted and the rest of the reservation returns to your balance automatically.
7. Cancelling a campaign
When you cancel a campaign, the unused reservation returns to your balance automatically. Sends made and calls answered up to then are charged.
8. Deleting an event
Deleting an event does not refund the credits spent on it (including the event creation price and the charges for sends and calls). Those charges stay in your credit history together with the event’s name. If you delete an event with a campaign under way, the campaigns are cancelled and the unused reservation returns to your balance.
9. Closing your account
When the last member of an account deletes themselves, the account is closed and its credits can no longer be used. Unspent credits can only be refunded within the 14-day period above. If you are thinking of closing your account, send your refund request before you close it.
10. Service failures on Eventora’s side
If a service was charged but not properly provided because of a failure in Eventora’s own systems, write to destek@eventora.com.tr. We assess each case on its own facts; for example, we may return the credits concerned to your balance. This does not limit your statutory rights.
11. Chargebacks
Before disputing a payment through your bank, please write to us first; we can usually solve the issue faster. If you dispute a payment through your bank, we may hold the unspent credits of that top-up in the balance until the dispute is resolved, and send the bank and iyzico the records of the purchase and its use. If the bank refunds you, credits equal to the amount refunded are deducted from your balance; if those credits were already spent, your balance goes below zero.
12. Invoices and corrections
- Every successful payment is invoiced for exactly the amount paid (VAT included) and emailed to the address in your billing profile.
- When a refund is made, a document complying with the Tax Procedure Law (VUK) and the Revenue Administration’s rules is issued for the amount refunded: if you are registered as a taxpayer, you issue a return invoice; otherwise we cancel the invoice or issue the document the rules require.
- To correct the details on your invoice, write to fatura@eventora.com.tr.
13. Business buyers
If you bought credits for commercial or professional purposes, the statutory right of withdrawal does not apply to you. Even so, we apply the 14-day refund of unspent credits on this page to you on the same terms.
14. Questions and complaints
For questions about refunds and cancellations, write to destek@eventora.com.tr or call +90 536 764 76 21. The consumer arbitration committee and consumer court routes for disputes are in article 20 of the Distance Sales Agreement and in the Pre-information Form. You can also reach us through the contact page.