Refund and Withdrawal Policy

1. What is refundable

• Balance you purchased and haven't used is refundable, with no time limit.
• Refunds are requested per top-up (order). The refund amount is calculated on our servers: it cannot exceed the amount credited by that top-up, your remaining purchased balance or your current balance.
• Because balance is spent in the order trial credit, bonus credit, then purchased balance, your purchased balance is used last.

2. What is not refundable

• Trial credit.
• Promotional credit such as the first top-up bonus, volume bonus and referral credit.
• Balance already used (charges for successful requests).

3. Bonus clawback

When a top-up is refunded, the bonus given with that top-up is also deducted from your balance (never more than your current balance).

4. Refund amount and exchange rate

The US dollar amount to be refunded is converted to Turkish lira at the rate locked for that top-up, so exchange-rate movements don't affect your refund. The VAT on that amount is also refunded, and the invoice is corrected as needed.

5. How to request a refund

• In the console, go to Wallet, open "Refund request" and choose the top-up to refund, or write to destek@kervan.com.tr.
• We reply within 3 business days. The refund is paid within 14 days of receiving your request.
• Refunds go only to the account the payment came from (for havale/EFT, the sending bank account). We may ask for information to confirm you own it.
• We don't charge any fee for refunds.

6. Right of withdrawal

The statutory right of withdrawal and its exceptions are set out in the Distance Sales Agreement. For unused purchased balance, this policy gives you a broader refund right than the statutory withdrawal period.

7. Exceptions

If there is a legal obstacle, such as sanctions law, a fraud investigation or an order from a court or competent authority, the refund may be put on hold until the obstacle is removed, or made in the way the law requires.