Refund and cancellation policy.

This Refund Policy applies to paid services, subscriptions, digital content, bespoke engagements, licences, direct invoices, and purchases processed through a Merchant of Record such as Dodo Payments. It applies in addition to, and does not derogate from, any mandatory consumer rights granted under applicable law.

Consumers in the European Union and United Kingdom may have the right to withdraw from a distance contract within 14 calendar days from the date of conclusion, without giving any reason, as set out in EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. To exercise this right, send an unequivocal statement to legal@istiqtal.com; approved refunds are issued to the original payment method within 14 business days of approval.

Digital content exception: where the customer expressly consents to immediate performance of digital content and acknowledges that they thereby lose their right of withdrawal once delivery has begun, the right of withdrawal may not apply. This consent should be captured at checkout for digital products.

Customers purchasing as consumers in Turkiye may have a 14-day right of withdrawal under Law No. 6502 on the Protection of the Consumer and the Distance Contracts Regulation. Withdrawal notices may be sent in writing to legal@istiqtal.com.

Monthly and annual subscriptions may be cancelled through the account dashboard where available, or by emailing hello@istiqtal.com. Cancellations take effect at the end of the current billing cycle. Pro-rata refunds for unused periods are not provided unless required by mandatory law.

Refunds for bespoke engagements are governed by the relevant Statement of Work or Order Form. Once a deliverable has been substantially completed and accepted, fees are non-refundable. Disputed deliverables are resolved through the dispute mechanism specified in the contract.

Where payment is made in cryptoassets through a licensed cryptoasset processor, refunds are issued in fiat currency to a verified bank account, not in cryptoassets, due to the irreversible nature of on-chain settlement. Refund amounts are calculated using the fiat-equivalent rate at the time of the original payment, plus or minus any network fees. Volatility-related losses between payment and refund are not compensable.

For purchases processed through Dodo Payments as Merchant of Record, Dodo may handle refunds, chargebacks, and tax remittance on Istiqtal's behalf in accordance with the applicable Dodo Payments agreement. Customers may contact Dodo Payments support directly or contact Istiqtal at legal@istiqtal.com; both routes are accepted.

To request a refund: send a written statement to legal@istiqtal.com with the order reference, payment method, and reason; Istiqtal acknowledges within 2 business days; approved refunds are issued within 14 business days to the original payment method. Processing times beyond Istiqtal's control, including banking systems and card networks, may add additional days.

If a customer initiates a chargeback through their bank or card network without first contacting Istiqtal, Istiqtal may provide transaction evidence to the network, suspend service pending resolution, and recover legitimate costs through legal channels for fraudulent chargebacks. Customers are encouraged to contact Istiqtal first so disputes can be resolved directly where possible.

For instantly delivered digital products (downloads, licences, and software tools), the following conditions apply. First, duplicate charges and verified non-delivery are refunded promptly once confirmed against payment and delivery records. Second, if the product fails to install or run on a platform listed in its published system requirements, and the defect is reported within 14 days of delivery, Istiqtal will provide a technical resolution or, where no resolution is possible, a refund.

Third, after a successful download or licence activation, no discretionary refund is provided where the product operates as described on its product page at the time of purchase. This condition operates alongside — and never overrides — mandatory statutory rights, decisions taken by Dodo Payments as Merchant of Record, and card-network rules. Where the customer expressly consented to immediate delivery at checkout and acknowledged the loss of the withdrawal right (see section 02), that consent is recorded as part of the order evidence.

Refund and cancellation enquiries should be sent to legal@istiqtal.com. EU consumers may use the EU Online Dispute Resolution platform. Customers in Turkiye retain any applicable right to apply to consumer arbitration committees or consumer courts.