Cancellation & Refund Policy

1. Service Provider Details

Legal Name: QReserve Yazılım Danışmanlık Limited Şirketi · Trade Name: QReserve · MERSIS No: 0632157466700001 · Tax ID: 6321574667 · Registered Address: ADÜ Teknokent, Ar-Ge Yerleşkesi, Zafer Mah. 152. Cad. No:39-A, Efeler/Aydın, Türkiye · Phone: +90 850 307 88 13 · E-mail: info@qreserve.net

2. Scope and the Position of the Parties

There are two distinct payment relationships on the platform, and the party responsible for a refund differs accordingly:

• Business services (reservations, lessons, memberships, league and tournament participation): the provider and seller of the service is the sports club or business offering it. QReserve acts as an intermediary service provider within the meaning of Turkish Law no. 6563 and is not a party to that service contract. The cancellation deadline, pricing and refund policy are determined by the relevant business and announced in its membership terms or on its business page.
• QReserve services (software subscription fees, WhatsApp message credits, add-on modules): the seller is QReserve Yazılım Danışmanlık Limited Şirketi. For these items, your cancellation, withdrawal and refund requests are handled directly by QReserve.

3. Payment Infrastructure and Security

Card payments on the platform are processed through the licensed payment institution iyzico with 3D Secure verification. Sensitive card data such as the card number, expiry date and CVC is never stored on QReserve servers; it is processed directly in the payment institution's PCI-DSS compliant environment. QReserve only records the result, amount, date and reference number of the transaction. Refunds are likewise initiated through the same infrastructure. Besides card payments, payment may be made by bank transfer or in cash/by card at the business; in those cases the refund is processed through the channel the payment was made on.

4. Right of Withdrawal

In distance contracts, the consumer has the right to withdraw from the contract within fourteen (14) days of the date the contract is concluded, without giving any reason and without paying any penalty. Your withdrawal notice may be sent in writing to the contact channels listed at the end of this document; the burden of proving that the notice was sent within the period rests with the consumer. Where the right of withdrawal is duly exercised, the amount paid is refunded within fourteen (14) days at the latest from the date the notice reaches us.

5. Cases Where the Right of Withdrawal Does Not Apply

Pursuant to Article 15 of the Regulation on Distance Contracts, the right of withdrawal cannot be exercised for the following services:

• Services relating to leisure time for entertainment or recreation purposes that must be performed on a specific date or during a specific period (Art. 15/1-g). Court, pitch and hall reservations, lesson slots and tournament participation fall within this scope. For these services, instead of the 14-day right of withdrawal, the cancellation terms announced by the business and described in Section 6 apply.
• Services whose performance has begun with the consumer's consent before the withdrawal period expires (Art. 15/1-ğ). For subscriptions or add-on modules, activation of panel access means performance has begun.
• Services performed instantly in electronic form and intangible goods delivered to the consumer instantly (Art. 15/1-h). WhatsApp message credit top-ups fall within this scope; the price of credits already used is not refunded.

6. Reservation Cancellation

You can cancel your reservation yourself from the mobile app, your member panel, the cancellation link included in your reservation confirmation message, or via your reservation QR code. The system accepts a cancellation request only if all of the following conditions are met:

• The date and time of the reservation must not yet have passed; past reservations cannot be cancelled.
• The reservation must not have been checked in or marked as completed by the business.
• No match result may have been entered for the reservation; if a result exists, it must be deleted first.
• The cancellation deadline set by the business must not have been exceeded. Once it has, the system does not allow cancellation and displays a "cancellation period has expired" warning. In that case you need to contact the business directly; the decision rests with the business.
• At its own discretion and under its own policy, the business may cancel a reservation past the deadline from its panel and thereby initiate the refund.

7. How Reservation Refunds Work

If the prepaid wallet (balance) system is enabled at the business and the reservation fee was deducted from your wallet, a valid cancellation credits the deducted amount back to your wallet automatically and instantly; no separate request is needed. The refund returns to the source it was deducted from:

• The portion deducted from balance topped up with real money returns to your spendable balance as real money.
• The portion covered by promotional/bonus balance returns as bonus and keeps the validity period originally assigned to that bonus; a refund does not grant the bonus a new validity period.
• If you leave an open match, only your own share is refunded; the shares of the other players and the reservation itself are unaffected.
• If the business changes the time or court of a reservation, the system first refunds the fee of the existing reservation and then creates the new one at current prices and discounts.
• Every refund is recorded in your balance history with the type "Refund" so that an accounting trail remains, and can be viewed from your member panel.
• If the wallet system is disabled, or if no deduction was made from your balance for the reservation (cases where the fee was collected at the business in cash, by card or by bank transfer), the cancellation is recorded but the refund does not run through the system; it is made by the business through its own collection channel.

8. Bonus and Promotional Balance

Bonus balance granted by businesses as part of a campaign is a promotional entitlement: it cannot be converted into cash, cannot be refunded to a bank account or card, and cannot be transferred to another member. Bonus balance is spent first. It can only be used at the business that granted it and within the validity period set; expired bonus balance cannot be the subject of a refund, extension or compensation request. In case of an incorrect grant, the business may make a correction to the bonus balance.

9. Refund of Unused Balance

Prepaid balance is an advance payment made to the business providing the service and is offset against reservation and service fees as it is used. Whether unused balance is repaid, and any deductions that may apply, are subject to the policy announced by the business that granted the balance; requests are handled by that business. Where a refund is accepted, payment is made through the method the amount was collected with: to the relevant card for online card top-ups, to the originating account for bank transfers, and by the business for cash top-ups made on site. The bonus portion of your balance cannot be the subject of a refund, as set out in Section 8.

10. Cancellation and Refunds for Subscription and Message Credit Payments

The following rules apply to the services QReserve provides to businesses:

• You may terminate your subscription at any time. Termination takes effect at the end of the period already paid for; your access continues until the end of that period.
• For new subscription purchases that have not yet begun to be used (panel access not activated), withdrawal requests submitted within 14 days are refunded in full.
• No partial refund is made, as a rule, for the remaining days of a prepaid subscription period that has already begun. Where the service cannot be provided at all or is materially interrupted for reasons attributable to us, the fee corresponding to the interruption is refunded pro rata.
• WhatsApp message credits are intangible rights performed instantly. Credit packages that have not been used at all are refunded if requested within 14 days of the top-up date. For partially used packages, the price of the credits used is deducted and the remainder is refunded.
• Where credits are consumed due to a technical fault attributable to us, those credits are re-credited free of charge.

11. Refund Period and Method

Approved refunds are initiated within fourteen (14) days at the latest from the date the refund decision is communicated to you, and are made using the method of the original payment. For card payments, the refund can only be made to the card used for the payment; it cannot be paid in cash or to a different account. The time it takes for the refund to appear on your card statement or bank account depends on the relevant bank or payment institution and usually takes 2–14 business days; this period is not within QReserve's control. For instalment transactions, the refund may be reflected on statements divided by the number of instalments, depending on the bank's practice. Refunds made through prepaid balance take effect instantly without waiting for a banking process.

12. Submitting a Refund Request

No separate request is needed for reservation cancellations; the refund is processed automatically when you cancel through the app or the cancellation link. For all other withdrawal and refund requests, you may write to us with the following details:

• Your full name and the phone number or e-mail address registered to your account
• The transaction date, amount and, if any, the reservation code or payment reference number
• The subject of the request (cancellation, withdrawal, duplicate charge, defective service) and a brief explanation

Requests are reviewed within 3 business days at the latest and the outcome is communicated to you by e-mail.

13. Incorrect or Duplicate Charges

Where more than one charge is taken for the same transaction due to a technical error, or where an incorrect amount is charged, the excess amount identified is refunded without any deduction. The 14-day withdrawal period does not apply to such requests. For incomplete or failed transactions, any authorisation hold appearing on your card is released automatically by the payment institution; since the transaction never reached QReserve as successful, no separate refund record is created.

14. Defective Service

If the service you purchased is not in conformity with the contract or is defective, you may exercise your statutory remedies under Turkish Law no. 6502. For claims of defect relating to services provided by a business, the responsible party is that business; QReserve provides reasonable support in forwarding the request to the business and sharing the system records of the transaction.

15. Dispute Resolution

If your request is not resolved, you may apply to the Consumer Arbitration Committees or the Consumer Courts at your place of residence or where the transaction took place, depending on the monetary thresholds under Law no. 6502. These thresholds are updated annually by the Ministry of Trade. These terms are governed by the laws of the Republic of Türkiye.

16. Effect and Amendments

QReserve may amend these terms in line with changes in legislation or updates to the service; the current version takes effect the moment it is published on the platform. Completed payments are subject to the terms in force on the date of the transaction.