This policy explains how the right of withdrawal is exercised for service orders placed on OpencartExtra.com, in which cases there is no right of withdrawal, how and when refunds are made, and the cancellation conditions specific to domain names, hosting and monthly packages. It is an integral annex to the Distance Sales Agreement.
1. Scope
This policy covers all service orders paid at https://www.opencartextra.com by bank transfer/EFT — or, where a credit card option is offered, by card: hourly development and support work, monthly support and maintenance packages, managed hosting, domain registration and open-amount payments.
Because no physical goods are sold over the internet, the refund process involves no return shipment, no carriage and no product return cost.
The provisions of this policy on the right of withdrawal derive from mandatory legislation for buyers who qualify as consumers under Law no. 6502. Buyers acting as merchants or tradespeople have no statutory right of withdrawal, but the cancellation and refund rules below apply to them as a matter of contract.
2. Right of withdrawal: 14 days
Buyers who qualify as consumers may withdraw from a service contract within fourteen (14) days from the date the contract is concluded, without giving any reason and without paying any penalty.
The contract is concluded when the approval boxes in the order summary step are ticked and the “Confirm order with obligation to pay” button is pressed; the 14-day period starts from that moment.
To exercise the right of withdrawal it is sufficient to send us a clear notice before the period expires. Because the burden of proving the date of the notice lies with you, we recommend giving notice by e-mail.
3. How to give notice of withdrawal
By e-mail: hello@w3.net.tr (recommended). For accounting and refund correspondence you may also use accounting@w3.net.tr.
By post: W3 Bilişim Teknolojileri ve Yazılım Hizmetleri Limited Şirketi, Cevizli Mah. Zuhal Cad. Ritim İstanbul A5 Blok No: 46 E İç Kapı No: 179 Maltepe / İstanbul.
By telephone: +90 532 476 9667. We recommend repeating any notice given by telephone in writing.
Please state your order number (………), your name or company name and your intention to withdraw clearly in the notice. You may use the model withdrawal form annexed to the Distance Contracts Regulation; that form is not mandatory.
Receipt of your notice is confirmed by e-mail within one business day at the latest.
4. Cases in which the right of withdrawal cannot be exercised
Article 15 of the Distance Contracts Regulation provides that the right of withdrawal cannot be exercised in certain contracts. Three of those exceptions are relevant to the services we provide:
Art. 15/1-b — Contracts for goods prepared in line with the consumer's requests or personal needs. Code, theme changes, integrations, data migration and similar bespoke work developed specifically for your store fall within this category; the right of withdrawal cannot be exercised once the work has been delivered.
Art. 15/1-ğ — Contracts for services performed instantaneously in an electronic environment, or for intangible goods delivered instantaneously to the consumer. Registration of a domain name with a registrar, allocation of a server and opening it for access, and similar operations fall within this category.
Art. 15/1-h — Contracts for services the performance of which the consumer has approved before the withdrawal period expires. If you approve the statement in the order summary reading “I request that performance of the service begin before the 14-day withdrawal period expires; I understand that I will lose my right of withdrawal once performance begins”, your right of withdrawal ends at the moment performance begins.
That box is not pre-ticked, and you may place an order without approving it; in that case performance begins at the end of the withdrawal period and the delivery date is extended accordingly.
Even where a service falls within an exception, your right to request a refund or a price reduction is reserved if the service has not been performed at all or has been performed defectively.
5. What happens if performance has already begun
Where the right of withdrawal is still available but performance has begun in part, the price of the part performed up to the date of withdrawal is charged to you.
That amount is calculated by multiplying the engineer hours spent by the hourly rate in the order, itemised in fifteen-minute increments and notified to you in writing. The balance is refunded.
For monthly packages the price of partial performance is calculated on the engineer hours actually used up to the date of withdrawal.
For managed hosting the price of partial performance is calculated on the daily equivalent of the period between the day the server was opened for your use and the date of withdrawal.
6. How and when refunds are made
We start the refund within fourteen (14) days at the latest of a valid withdrawal notice reaching us.
Refunds are made using the method used for payment: for orders paid by bank transfer/EFT the amount is returned to the bank account the transfer came from; for orders paid by card it is refunded to the account linked to the card used. Refunds cannot be made to a different account or by a different method.
For orders paid by bank transfer/EFT, the refund reaches your account once our bank has processed it. For orders paid by card, after we instruct the refund with the payment institution the time it takes to appear in your card account depends on your bank’s processing times and can typically take between two and twenty business days. We have no influence over those periods.
For orders paid by bank transfer/EFT the refund is made to the account from which the payment came.
No cost, commission or deduction is charged to you because of the refund. The refunded amount is the total collected including taxes; in partial refunds the VAT attributable to the refunded part is also refunded.
Completion of the refund is notified by e-mail together with the refund date and amount, and a refund invoice is issued where required.
7. Cancellation and refund for domain registration
A domain registration becomes irreversible as soon as it is completed with a third-party registrar; the fee has been transferred to the registrar. For that reason the fee for a completed domain registration is not refunded and the registration term cannot be shortened.
Conversely, if for any reason the domain name you ordered cannot be registered in your name — because it was registered by a third party after your order, because the registrar refused the request, or because the name is restricted or reserved — the full amount you paid is refunded.
In that case you are offered two options: (1) a full refund of the amount attributable to the domain item, or (2) registration of an alternative domain name at the same price, with your approval. You are given a reasonable period to state your preference; if no statement is made, the refund option applies.
If your order contains hosting or other items alongside the domain name, only the amount attributable to the domain item is refunded and the other items remain in the order. You may also request cancellation of the entire order.
The indication that a domain “appears to be available” shown during the order is a point-in-time lookup result and is not a guarantee of allocation; domain names are allocated worldwide on a first-come, first-served basis.
No refund is made where a domain name is cancelled at your request after registration, is left unused, or is taken from you as a result of a trade mark dispute with a third party.
8. Cancellation and refund for managed hosting
Hosting is purchased in advance for the selected term. There is no automatic renewal and no automatic charge at the end of the term; if you do not wish to continue, you need do nothing.
You may cancel the service at any time. Following a cancellation notice the service continues to run until the end of the paid period.
Where the right of withdrawal is available (performance has not been approved to start and the server has not yet been opened for your use), the full amount is refunded.
For cancellations made after the server has been opened for your use, the amount attributable to whole unused months is refunded; the month already started is not refundable. That refund is a contractual right and is independent of the statutory right of withdrawal.
Non-recoverable third-party costs charged to us, such as infrastructure, licence or CDN costs, are deducted from the refund; those items and their amounts are shown separately in the refund notice.
On cancellation you may request a full export of your data within thirty days. No refund is made where a service is terminated because of resource overage, unlawful use or breach of the acceptable use rules.
9. Cancellation and refund for support and maintenance packages
Monthly support and maintenance packages are purchased in advance for the term selected in the order and do not renew automatically.
You may cancel a package at any time; the service continues until the end of the paid period and carried-over hours may be used within that period.
Where the right of withdrawal is available and no hours have yet been spent on the package, the full amount is refunded.
If hours have been spent, the hours spent multiplied by the hourly rate in the order are deducted from the refund and the balance is refunded. Hours spent are reported in fifteen-minute increments.
No separate refund is made for unused, carried-over hours at the end of the carry-over period.
10. Cancellation of hourly development work
If you cancel approved work before it has been started, the full amount you paid is refunded.
For cancellations after work has started, the price of the engineer hours spent up to that point is deducted and the balance is refunded. Hours spent are reported per sub-task.
No refund is made for work that has been delivered and accepted, given the nature of the work (art. 15/1-b). Defects attributable to us are remedied free of charge for 30 days from handover.
If work waits for more than ninety days for reasons within your control (access not granted, approval not obtained, required information not provided), the engagement may be closed; in that case the hours spent are invoiced and the balance is refunded.
11. Open-amount, excess and incorrect payments
Open-amount payments made through the payment page serve to settle an existing service debt or the price of approved work.
Payments made in error or in an incorrect amount are reviewed on notice; any part not applied to a service is refunded by the same method.
Where it is established that more than the order amount has been collected, the excess is refunded without any need for a request.
Payments whose origin cannot be verified or which are suspected of fraud are refunded and the related order is not processed.
12. Failed, duplicate and disputed payments
No amount is collected for failed payments. On card attempts, any amount temporarily blocked by your bank is released according to your bank’s processing times; we have no influence over that period.
Where it is established that more than one collection has been made for the same order, the excess collection is refunded without any need for a request.
We ask that you contact us before disputing a card payment with your bank; in most cases requests can be resolved more quickly that way.
If a payment has succeeded but the service has not been provisioned, the situation is remedied, or the amount refunded, within one business day at the latest.
13. Alternatives to a refund
At your request we can agree an alternative solution with you instead of a refund: narrowing the scope and refunding the difference, deferring the work to a later date, registering an alternative domain name, or recording the amount as a service credit.
Alternative solutions are applied only with your express approval; if you do not approve, the refund rules in this policy apply.
Amounts recorded as a service credit may be used within twelve months of being recorded and are refunded in cash within that period at your request.
14. Applications, information and disputes
For cancellation and refund requests you may write to hello@w3.net.tr or call +90 532 476 9667. Our support channels operate Monday to Saturday, 09:00–22:00 (GMT+3).
You are informed of the status of your request at every stage, together with your order number.
Buyers who qualify as consumers may bring disputes before the District/Provincial Consumer Arbitration Committees or the Consumer Courts within the monetary thresholds updated each year by the Ministry of Trade.
This policy may be updated with prospective effect. The version in force and approved by you at the time of the order applies to that order. The version of this document is 1.1.