Cancellation and Refund Policy

1. Purpose and Scope

1.1. Subject Matter of the Policy. This Cancellation and Refund Policy (the “Policy”) sets out the principles governing the cancellation, renewal and termination of, and the refund of fees for, the services provided by DomainQ through the www.domainq.com website and the customer panel. Information about DomainQ and the notification channels is set out in Clause 11.1.

1.2. Relationship Between the Documents. The three consumer documents are the Pre-Information Form, the Distance Sales Agreement and the Cancellation and Refund Policy. The Cancellation and Refund Policy is an annex to the Terms of Service Agreement; the document referred to in the Terms of Service Agreement as the “Refund and Cancellation Policy” or the “Refund Policy” is this Policy. For consumer orders, the Cancellation and Refund Policy applies together with the Pre-Information Form and the Distance Sales Agreement. The information in the Pre-Information Form forms an integral part of the Distance Sales Agreement. Matters not governed by this Policy are subject to the Distance Sales Agreement, the Pre-Information Form and the Terms of Service Agreement, having regard to the order of precedence in Clause 1.3.

1.3. Order of Precedence and Reservation of Mandatory Rights. In the event of a conflict between the documents, the following apply to consumers in this order: mandatory statutory provisions; the Distance Sales Agreement together with the Pre-Information Form (including the order-specific information in the order summary); the Cancellation and Refund Policy; and the Terms of Service Agreement. Provisions of the Terms of Service Agreement that conflict with these documents or are to the detriment of the consumer (including those on exceptions to the right of withdrawal, jurisdiction and charging costs to the consumer) do not apply to consumers. No provision of these documents may be interpreted so as to remove or limit the consumer's rights arising from mandatory legislation; where a provision is open to more than one interpretation, the interpretation most favourable to the consumer prevails. For Buyers acting for commercial or professional purposes, the Terms of Service Agreement governs; the commercial satisfaction refund also applies to such Buyers under the conditions of the Cancellation and Refund Policy. Statements in the Terms of Service Agreement that a service is not refundable are construed, in respect of consumers, in the sense of “non-refundable” set out in Clause 5.1.

1.4. Definitions. In this Policy: “Buyer” means the natural or legal person purchasing services from DomainQ (the “User” under the Terms of Service Agreement); “consumer” and “business customer” mean Buyers determined according to the criterion in Clause 10.1; “hosting-type services” means the services listed in Clause 2.1; “activation date” means the start date on which the service is made available for use following payment confirmation, as shown in the customer panel; “Consumer Protection Law” (TKHK) means Law No. 6502 on Consumer Protection; “Distance Contracts Regulation” (MSY) means the Regulation on Distance Contracts; and “order summary” means the summary shown to the Buyer at the payment step, containing the name, plan, term and total price of the service.

1.5. Three Separate Concepts. This Policy governs three separate concepts that are not interchangeable: (i) Statutory right of withdrawal: the legal right granted only to consumers for fourteen (14) days starting on the day the contract is concluded; because of the exceptions in Clause 4.3, it does not exist for domain name registrations and renewals or for services whose performance has begun (Section 4). (ii) Commercial satisfaction refund: the refund right that DomainQ grants, independently of the statutory right of withdrawal and without distinction between consumers and business customers, only for hosting-type services and only for the first purchase; its period is 15 days from the activation date for annual and longer terms and for 3-month and 6-month terms, and 3 days for monthly terms (Section 3). (iii) Subscription renewal and termination: the principles governing automatic renewal, the renewal fee and the termination of a subscription (Section 6).

2. Services and Refund Status by Service

2.1. Hosting-Type Services. Hosting-type services are only the Web Hosting, WordPress hosting, DomainPress and Online Store services. VPS (managed and unmanaged), dedicated servers, cloud hosting, cloud storage, business email, the SiteQ website builder, domain name services (registration, renewal, transfer) and separately charged add-on services (e.g. a paid SSL certificate) are not hosting-type services; cloud hosting does not fall within this category even though its name contains the word “hosting”. The name, plan, resources, term and scope of the service are shown on the product page and in the order summary.

2.2. General Principle. The paragraphs below show for each service, in the same order, whether a commercial satisfaction refund is available, the refund period, the status of the statutory right of withdrawal and the reserved rights. For all recurring services, automatic renewal, the renewal fee and termination are subject to Section 6.

2.3. Web Hosting. Commercial satisfaction refund: available, for the first purchase only (Section 3). Refund period: from the activation date, 15 days for annual and longer terms (including multi-year terms) and for 3-month and 6-month terms, and 3 days for monthly terms; not applicable to renewal periods. Domain name fees and third-party licence fees in the same order are excluded from the refund; for a campaign domain name, the offset in Clause 3.4 applies. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.4. WordPress Hosting (All Plans, Including Launch, Growth and Scale). Commercial satisfaction refund: available, for the first purchase only (Section 3). Refund period: from the activation date, 15 days for annual and longer terms (including multi-year terms) and for 3-month and 6-month terms, and 3 days for monthly terms; not applicable to renewal periods. Domain name fees and third-party licence fees in the same order are excluded from the refund; for a campaign domain name, the offset in Clause 3.4 applies. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.5. DomainPress. Commercial satisfaction refund: available, for the first purchase only (Section 3). Refund period: from the activation date, 15 days for annual and longer terms (including multi-year terms) and for 3-month and 6-month terms, and 3 days for monthly terms; not applicable to renewal periods. Domain name fees and third-party licence fees in the same order are excluded from the refund; for a campaign domain name, the offset in Clause 3.4 applies. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.6. Online Store. Commercial satisfaction refund: available, for the first purchase only (Section 3). Refund period: from the activation date, 15 days for annual and longer terms (including multi-year terms) and for 3-month and 6-month terms, and 3 days for monthly terms; not applicable to renewal periods. Domain name fees and third-party add-on and licence fees in the same order are excluded from the refund; for a campaign domain name, the offset in Clause 3.4 applies. Statutory right of withdrawal: none from the moment performance begins with the consumer's consent; for orders requiring manual setup, may be exercised until the setup work begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.7. VPS (Managed and Unmanaged). Commercial satisfaction refund: not available (Clause 5.2). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.8. Dedicated (Physical) Server. Commercial satisfaction refund: not available (Clause 5.2). Refund period: not applicable. Statutory right of withdrawal: may be exercised until the manual setup work begins, and the full amount collected is refunded; none once setup has begun (Clauses 4.3 and 4.4). The estimated setup time is stated in the order summary (Clause 7.1). Reserved rights: Clause 5.1.

2.9. Domain Name Registration and Renewal. Commercial satisfaction refund: not available, even if paid in the same order as a hosting-type service (Clauses 3.4 and 5.3). Refund period: not applicable. Statutory right of withdrawal: none; the transaction is carried out instantly with the relevant registry after payment is confirmed (Clause 4.3(a)). If the registration cannot be completed because of registry rules, the amount collected is refunded (Clauses 7.2 and 7.3). Reserved rights: Clause 5.1.

2.10. Domain Name Transfer. Commercial satisfaction refund: not available (Clause 5.3). Refund period: not applicable. Statutory right of withdrawal: may be exercised until the transfer request is submitted to the relevant registry or registrar, and the full amount collected is refunded; none once the request has been submitted (Clauses 4.3(b) and 4.4). If the transfer cannot be completed, the transfer fee collected is refunded (Clauses 7.2 and 7.3). At the end of the period added by the transfer, Section 6 applies. Reserved rights: Clause 5.1.

2.11. Business Email. Commercial satisfaction refund: not available (Clause 5.4). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Mailboxes added during the term are subject to the same principles. Reserved rights: Clause 5.1.

2.12. Cloud Storage. Commercial satisfaction refund: not available (Clause 5.4). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). The charging basis is shown on the product page and in the order summary (Clause 6.9). Reserved rights: Clause 5.1.

2.13. Cloud Hosting (Individual). Commercial satisfaction refund: not available (Clause 5.4); however, if the consumer terminates, any unused prepaid balance is refunded, except balance credited free of charge under a campaign (Clause 6.9). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). The charging and balance principles are set out in Clause 6.9. Reserved rights: Clause 5.1.

2.14. SiteQ Website Builder. Commercial satisfaction refund: not available (Clause 5.4). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance (activation) begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3 and 4.4). Reserved rights: Clause 5.1.

2.15. Paid SSL Certificates and Other Paid Add-On Services. Where offered, for SSL certificates paid for separately from a service package and other paid add-on services: Commercial satisfaction refund: not available, even if paid in the same order as a hosting-type service (Clause 3.4). Refund period: not applicable. Statutory right of withdrawal: none from the moment performance begins with the consumer's consent; may be exercised before performance begins, and the full amount collected is refunded (Clauses 4.3(c) and 4.4). Reserved rights: Clause 5.1.

2.16. Free Items Included in a Package. Items included in a service package free of charge, such as an SSL certificate and WHOIS privacy, are not subject to refund, as no separate fee is charged for them; they are subject to the rules of the service to which they are linked. For domain names provided free of charge or at a discount under a campaign, the offset in Clause 3.4 applies to the commercial satisfaction refund and the domain name remains registered in the Buyer's name; no campaign offset is applied in the event of statutory withdrawal (Clause 4.4). The renewal fee at the end of the free period is calculated on the list price in accordance with Clause 6.3.

3. Commercial Satisfaction Refund (Hosting-Type Services)

3.1. Principles. Independently of the statutory right of withdrawal, DomainQ grants a commercial satisfaction refund, with no reason required, only for hosting-type services (Web Hosting, WordPress hosting, DomainPress and Online Store) and only for the first purchase of the relevant service. The refund request must be made within the following periods from the activation date: fifteen (15) days for annual and longer terms and for 3-month and 6-month terms; three (3) days for monthly terms. The commercial satisfaction refund does not apply to renewal periods; the consumer's statutory rights remain reserved. This refund applies on the same terms to consumers who have given the immediate-start consent and to business customers. Requests are sent by email to info@domainq.com or through a support request in the customer panel. The refund covers the amount paid for the relevant hosting-type service and is made without delay to the payment method used, free of charge and in a single payment; the outcome is notified to the Buyer by email. Once the refund is approved, the relevant service ends; the Buyer should back up their data before making the request.

3.2. Nature. The commercial satisfaction refund is a contractual refund right, referred to as the “satisfaction guarantee” in the Terms of Service Agreement, which DomainQ has undertaken of its own accord. It is independent of the statutory right of withdrawal and does not alter the statutory right of withdrawal or the exceptions to it in Clause 4.3.

3.3. Calculation of the Period and Refund Amount. The periods in Clause 3.1 are calculated in calendar days from the activation date; annual and longer terms include multi-year terms. It is sufficient that the request is submitted through one of the channels in Clause 8.1 within the period. Subject to Clause 3.4, the refund amount is the entire fee paid, including taxes, for the relevant hosting-type service; no deduction is made for use during the period. A first purchase means the order for the first term of the subscription to the relevant hosting-type service. Renewal periods of the same subscription and subsequent orders by a Buyer who has already received a commercial satisfaction refund for the same service do not count as a first purchase; changing an existing subscription to another plan during the term is not a new first purchase and does not restart the period in Clause 3.1.

3.4. Excluded Items and Campaign Packages. Domain name registration, renewal and transfer fees paid in the same order as a hosting-type service, and third-party licence fees (including paid SSL certificates), are excluded from the commercial satisfaction refund. Where a free or discounted domain name was provided with a hosting-type service under a campaign, the commercial satisfaction refund is reduced by the domain name's list price on the order date less any amount the Buyer paid separately for the domain name, and the domain name remains registered in the Buyer's name until the end of its registration period. This offset applies only to the commercial satisfaction refund; it does not apply to refunds made because of statutory withdrawal, defective performance or failure to perform on time. The amount offset may not exceed the fee paid for the relevant hosting-type service, and no additional payment is requested from the Buyer because of the offset. Separately charged third-party software and add-on fees are also treated as third-party licence fees. The consumer's statutory rights in respect of these items are subject to Section 4 and Clause 5.1.

3.5. Deletion of Data. Upon approval of a commercial satisfaction refund, the files, databases, emails and other content of the service that ends are irretrievably deleted in accordance with the Terms of Service Agreement. DomainQ is not obliged to restore the deleted data of a service that has ended at the Buyer's request; this provision does not exclude DomainQ's liability arising from intent or gross negligence.

3.6. Requests Made After the Period Has Expired. Requests made after the periods in Clause 3.1 have expired, requests relating to renewal periods and requests relating to services other than hosting-type services are not assessed under the commercial satisfaction refund. In such cases, the Buyer may have the service end at the end of the paid term by turning off automatic renewal in accordance with Section 6. The consumer's rights relating to statutory withdrawal, subscription termination, defective performance and failure to perform on time are reserved.

4. Consumers' Statutory Right of Withdrawal

4.1. Period and Notice. Subject to the rule on exceptions to the right of withdrawal, the consumer may withdraw from the contract within fourteen (14) days starting on the day the contract is concluded, without giving any reason and without paying any penalty (Consumer Protection Law art. 48/4; Distance Contracts Regulation art. 9). Notice of withdrawal is given in writing or on a durable medium before the period expires, by email to info@domainq.com or by opening a support request in the customer panel; it is sufficient for the notice to be sent within the period. The consumer may use the Model Withdrawal Form annexed to the Pre-Information Form or make any other statement clearly setting out the decision to withdraw. DomainQ confirms receipt of the notice of withdrawal to the consumer by email without delay.

4.2. Immediate-Start Consent. At the payment step, the following consent is obtained through a separate box that is not pre-ticked: “I request that my order be started immediately after payment is confirmed. I understand that I have no right of withdrawal for services whose performance has begun and for domain name registrations and renewals, which are performed instantly. My rights regarding defective performance, my rights regarding termination of the subscription and my right to the commercial satisfaction refund for hosting-type services remain reserved.” The order cannot be completed unless this box is ticked. The consent is recorded together with the date, time and the versions of the documents accepted, and is shown in the order-specific copy. This consent given in the order also covers subsequent renewals of the same subscription; it is not requested again at renewal.

4.3. Exceptions to the Right of Withdrawal. (a) Domain name registration and renewal are services performed instantly by electronic means, as they are carried out instantly with the relevant registry after payment is confirmed; there is no right of withdrawal for these transactions (Distance Contracts Regulation art. 15/1-(ğ)); because of the immediate-start consent given by the consumer at the payment step, art. 15/1-(h) also applies. (b) For a domain name transfer, the consumer may withdraw until the transfer request is submitted to the relevant registry or registrar; once the request has been submitted, there is no right of withdrawal, as performance of the service has begun with the consumer's consent (art. 15/1-(h)). (c) For all other services (Web Hosting, WordPress hosting, DomainPress, Online Store, VPS, dedicated servers, business email, cloud hosting, cloud storage, SiteQ and add-on services such as paid SSL certificates), there is no right of withdrawal from the moment performance begins with the consumer's consent (art. 15/1-(h)). Performance begins when the service is activated or, for services that require manual setup, when the setup work begins. For services whose performance has not yet begun (e.g. a dedicated server awaiting manual setup), the consumer may exercise the right of withdrawal until performance begins, and the full amount collected is refunded. Apart from these exceptions, the right of withdrawal is not restricted on any other ground (including the configuration of server resources according to the Buyer's choices). The absence of a right of withdrawal does not affect the rights relating to defective performance, failure to perform on time and termination of the subscription, or the commercial satisfaction refund for hosting-type services. These exceptions are also notified to the consumer through the Pre-Information Form and the text of the immediate-start consent at the payment step.

4.4. Refund on Withdrawal. In the event of withdrawal, DomainQ refunds all payments collected for the service withdrawn from within fourteen (14) days of receiving the notice of withdrawal, in a manner appropriate to the payment method used, without imposing any cost on the consumer and in a single payment (Distance Contracts Regulation art. 12). Card payments made in instalments are also refunded in a single payment; the time it takes for the amount to appear on the card account depends on the card issuer. No campaign offset is applied in the event of statutory withdrawal. On exercise of the right of withdrawal, any ancillary contracts linked to the service also terminate at no cost to the consumer (art. 14). No deduction for use is made from the amount collected for the service withdrawn from. A domain name provided under a campaign also remains registered in the consumer's name until the end of its registration period in the event of withdrawal, and no fee is requested from the consumer for that domain name. A domain name registration paid for separately in the same order as another service is a separate service performed instantly after payment is confirmed and, as regards the right of withdrawal, is subject to Clause 4.3(a).

4.5. Records of Consent and Information. DomainQ records the date and time at which consents were given, the order number, the versions of the documents accepted, the order confirmation sent to the consumer and the activation date of the service, and retains these records for the periods required by the legislation and in any event for at least three (3) years (Distance Contracts Regulation art. 20). The burden of proving that information on the right of withdrawal was provided in accordance with the legislation lies with DomainQ; where such information was not duly provided, the provisions of Distance Contracts Regulation art. 10 apply.

4.6. Relationship Between Statutory Withdrawal and the Commercial Satisfaction Refund. The statutory right of withdrawal may be exercised within the fourteen (14) day period in Clause 4.1 and until performance begins in accordance with Clause 4.3; there is no statutory right of withdrawal for domain name registrations and renewals. For hosting-type services, once performance has begun, the commercial satisfaction refund applies under the conditions in Section 3. Where the conditions of the statutory right of withdrawal are also met for a request, the request is resolved in the consumer's favour under the provisions on statutory withdrawal, and no campaign offset is applied.

4.7. Business Customers. The statutory right of withdrawal does not apply to business customers. The commercial satisfaction refund, however, also applies to business customers under the conditions in Section 3.

5. Non-Refundable Services and Reserved Rights

5.1. Meaning of “Non-Refundable” and Reserved Rights. VPS (managed and unmanaged), dedicated servers, business email, cloud hosting, cloud storage, the SiteQ website builder, domain name services and paid add-on services are excluded from the commercial satisfaction refund. The term “non-refundable” means only that no commercial satisfaction refund is available; the consumer's statutory right of withdrawal is subject to the rule on exceptions to withdrawal. The consumer's rights regarding defective services (Consumer Protection Law arts. 13-15), rights in the event of failure to perform on time (Distance Contracts Regulation art. 16), rights to terminate the subscription contract (Consumer Protection Law art. 52 and the Subscription Contracts Regulation) and other mandatory rights remain reserved for every service.

5.2. VPS and Dedicated Servers. As a matter of DomainQ's commercial choice, the commercial satisfaction refund is limited to hosting-type services; VPS (managed and unmanaged) and dedicated server services are not within its scope. The consumer's statutory right of withdrawal is subject only to Clause 4.3.

5.3. Domain Name Services. As domain name registration, renewal, transfer and redemption transactions are carried out by being transmitted electronically to the relevant registry, and as these fees include amounts paid to the registry, domain name services are excluded from the commercial satisfaction refund. Where a registration or transfer cannot be completed, Clause 7.2 applies, and where performance becomes impossible, Clause 7.3 applies; the consumer's right of withdrawal is subject to Clause 4.3.

5.4. Business Email, Cloud Storage, Cloud Hosting and SiteQ. As a matter of DomainQ's commercial choice, the commercial satisfaction refund is limited to hosting-type services; business email, cloud storage, cloud hosting and SiteQ are not within its scope. The refund of unused prepaid balance on the consumer's termination of individual cloud hosting is subject to Clause 6.9. The consumer's right of withdrawal is subject to Clause 4.3.

6. Automatic Renewal, Pricing and Termination

6.1. Automatic Renewal. As set out in art. 12.1 of the Terms of Service Agreement, recurring services are renewed at the end of their term for the same period on the basis of the automatic renewal accepted when the order is placed; there is no separate consent box for this at the payment step, and information on automatic renewal is shown at the payment step. The Buyer may turn off automatic renewal at any time, without giving a reason, in the customer panel; in that case the service continues until the end of the paid term and ends at the end of that term. Before renewal, a renewal invoice or notice is sent to the Buyer's registered email address. If automatic renewal is turned off or the renewal fee is not paid, domain names may be suspended, deleted and become available for registration by third parties under the rules of the relevant registry; for hosting, server and storage services, the Buyer should back up their data before the term ends.

6.2. Turning Off Automatic Renewal. Automatic renewal operates as a setting that the Buyer keeps switched on in the customer panel and may switch off at any time until the end of the term; in addition to the customer panel, it may also be turned off by written notice through the channels in Clause 8.1. Turning off automatic renewal does not by itself give rise to a refund; the consumer's termination rights under Clause 6.5 are reserved.

6.3. Renewal Fee and Price Increases. The renewal fee is calculated on the list price in effect on the renewal date, not on the campaign or discounted price of the first term, and may differ from the first-term price. The renewal fee including taxes is shown in the renewal notice or invoice. If the renewal fee has increased, the increase is notified to the Buyer before the renewal date; the consumer may reject the increase by turning off automatic renewal or ending the subscription before the renewal date, in which case the increased fee is not charged. The price of a term that has already been paid is not changed afterwards.

6.4. Consent, Withdrawal and Refunds on Renewal. The immediate-start consent given in the order also covers renewals of the same subscription; it is not requested again at renewal, and since performance of the service continues without interruption, the right of withdrawal at renewal is subject to the rule on exceptions to withdrawal. The commercial satisfaction refund does not apply to renewal periods. The consumer's rights to turn off automatic renewal, reject a price increase, terminate the subscription and claim for defective performance remain reserved. The consumer may also terminate the subscription under Clause 6.5 after an automatic renewal has taken place, in which case their rights to a refund of amounts paid in advance remain reserved.

6.5. Termination. The consumer may terminate the service through the customer panel or by email to info@domainq.com; termination does not require a more onerous form than the method by which the contract was concluded (such as a notary, a wet signature or a phone call). All of the consumer's termination rights under Consumer Protection Law art. 52 and the Subscription Contracts Regulation, including the right to terminate the subscription contract without giving a reason and without paying a penalty, remain reserved. The termination request is carried out within the period set by the legislation and the consumer is notified on a durable medium that termination has taken effect; any amount paid in advance for the period after the termination date is refunded in the cases and within the period set by the legislation. For business customers, termination and refunds are governed by the Terms of Service Agreement.

6.6. Refund Amount on Termination. Any amount paid in advance that is to be refunded under Clause 6.5 is calculated in accordance with the legislation; no fee is requested for the period after the date the termination takes effect. The scope of the right of termination, that is, which subscriptions may be terminated before the end of the term, is governed by Clause 7.5 of the Distance Sales Agreement; for fixed-term subscriptions shorter than one year, the remaining part of the term is not refunded except in the cases set out in that clause.

6.7. Renewal and Termination for Business Customers. Business customers may turn off automatic renewal or end a subscription at any time; except for the commercial satisfaction refund in Section 3, end of life under Clause 6.8, a domain name transaction that cannot be completed under Clause 7.2 and the case in the last sentence of Clause 7.3, the fee for the remaining term of a terminated service is not refunded. The consumer termination rights in Clauses 6.5 and 6.6 do not apply to business customers.

6.8. Unused Time and Partial Terms. Except in the cases expressly provided for in this Policy (the commercial satisfaction refund, statutory withdrawal, termination under Clause 6.5, unused prepaid balance under Clause 6.9, end of life under this Clause, a domain name transaction that cannot be completed under Clause 7.2, failure to perform on time and impossibility of performance under Clause 7.3, and the cases reserved in Clause 5.1, including the consumer's rights regarding defective performance), no partial (pro rata) refund is made for the unused portion of a paid term. If DomainQ brings a service to end of life, the fee attributable to the unused remaining part of the paid term is refunded to the consumer using the method in Section 9; moving to a similar service proposed by DomainQ is at the consumer's option. For business customers, the Terms of Service Agreement applies in the event of end of life.

6.9. Cloud Hosting and Cloud Storage Charging. Cloud hosting offered to consumers (individual) operates on a prepaid balance basis. The charge is calculated on the unit prices for processor, memory and disk shown on the configuration screen; the hourly amount is the monthly amount divided by 730 hours and is deducted from the balance according to how long the resources are used. Spending and the remaining balance can be monitored in the customer panel. When the balance runs out, the service may be suspended for the period stated in the customer panel notice; if no balance is added within that period, the service ends. If the consumer terminates, any unused prepaid balance is refunded to the payment method used; balance credited free of charge under a campaign is not refunded. Corporate (pay-as-you-go) cloud hosting is offered only to business customers and is outside the scope of these documents. The charging basis for the cloud storage service is shown on the product page and in the order summary.

6.10. Risk of Non-Renewal for Domain Names. A domain name that is not renewed may, depending on the rules of the relevant registry, enter a redemption period subject to an additional fee. To avoid this risk, it is recommended that the renewal date of the domain name be monitored through the customer panel.

7. Delivery and Performance of Services

7.1. Performance and Activation. Services are performed electronically; there is no physical delivery and no delivery fee is charged. Services that are set up automatically are activated electronically after payment is confirmed. Where bank transfer (havale/EFT) is offered, activation takes place after it is confirmed that the payment has reached DomainQ's account. For services that require manual setup (e.g. dedicated servers), the estimated setup time is stated in the order summary. Access details are sent to the Buyer's registered email address and the service is managed through the customer panel. The start date of the service is the activation date, which is shown in the customer panel. The place of performance is the Buyer's customer panel and the electronic environment in which the service is provided.

7.2. Performance of Domain Name Transactions. Domain name registrations and renewals are carried out instantly and electronically with the relevant registry after payment is confirmed. A domain name transfer begins when the transfer request is submitted to the relevant registry or registrar; completion of the transfer depends on the accuracy of the transfer code and on the approval processes of the current registrar and the registry. Domain name services are subject to the rules of the relevant extension and registry. If a registration or transfer cannot be completed because of registry rules, the Buyer is informed and the amount collected for that transaction is refunded. In that case, for consumers, notification and refund are made within the periods in Clause 7.3. If a transfer cannot be completed for any other reason, the transfer fee collected is also refunded. Transfer approval periods are not within DomainQ's control.

7.3. Failure to Perform on Time and Impossibility of Performance. If DomainQ does not perform the service within the promised time, the consumer may terminate the contract; in that case all payments collected are refunded with statutory interest within fourteen (14) days of DomainQ receiving the termination notice. If performance of the service becomes impossible (e.g. the requested domain name cannot be registered or the hardware ordered cannot be obtained), DomainQ notifies the consumer in writing or on a durable medium within three (3) days of becoming aware of it and refunds all payments collected within fourteen (14) days of the notice at the latest (Distance Contracts Regulation art. 16). If a service for which payment has been received cannot be activated at all for reasons attributable to DomainQ, the amount collected is also refunded to business customers.

8. Refund, Withdrawal and Termination Requests

8.1. Request Channels. Commercial satisfaction refund, withdrawal and termination requests, and notices turning off automatic renewal, are submitted in writing or on a durable medium through either of the following channels: (i) a support request opened in the customer panel; (ii) email to info@domainq.com. A request is not subject to a more onerous form than the method by which the service was purchased.

8.2. Information to Be Included in the Request. To enable the request to be resolved quickly, the request should state the order number, the relevant service and, if applicable, the domain name, the email address registered in the account, the Buyer's name and surname or trade name, and the type of request (commercial satisfaction refund, withdrawal or termination). Missing information does not invalidate a withdrawal notice given in time; for a notice of withdrawal, the Model Withdrawal Form referred to in Clause 4.1 or any other statement clearly setting out the decision to withdraw is sufficient.

8.3. Time Limit and Proof. It is sufficient that the withdrawal notice is sent before the withdrawal period expires (Distance Contracts Regulation art. 11). As the burden of proving that the right of withdrawal was exercised in time lies with the consumer (art. 11), it is recommended that the notice be given in writing or on a durable medium and that a copy be retained.

8.4. Acknowledgement of Receipt. DomainQ acknowledges receipt of every refund, withdrawal and termination request that reaches it by email to the Buyer's registered email address without delay.

8.5. Assessment of the Request. Upon a withdrawal notice, DomainQ examines only whether the notice was given in time and whether the exceptions in Clause 4.3 apply; the refund period starts from the date the notice reaches DomainQ. Commercial satisfaction refund requests are resolved in accordance with Clause 3.1, and the outcome is notified to the Buyer by email. Additional information may be requested to verify that the request comes from the account holder; such verification does not extend the statutory periods.

9. Payment, Refund Periods and Method

9.1. Payment and Invoicing. The price of services offered to consumers is collected in advance, and no service is started before payment is confirmed. Payments are made using the methods offered on the payment page. Card payments are taken through the secure payment infrastructure of the contracted bank or a licensed payment institution; the card number and card security code are not stored by DomainQ. Where instalments are offered, the number of instalments and the total amount payable are shown on the payment page before approval. For each payment, an electronic invoice (e-archive) is issued in accordance with the legislation and sent to the Buyer's registered email address.

9.2. Refund Periods. Refunds upon withdrawal are made within fourteen (14) days from the date the withdrawal notice reaches DomainQ in accordance with Clause 4.4; refunds for failure to perform on time, impossibility of performance and a domain name transaction that cannot be completed under Clause 7.2 within the periods in Clause 7.3; the refund of amounts paid in advance upon the consumer's termination (including unused prepaid balance under Clause 6.9) within the period set by the legislation in accordance with Clause 6.5; and commercial satisfaction refunds without delay in accordance with Clause 3.1.

9.3. Refund Method. Refunds are made in a manner appropriate to the payment instrument used, without imposing any cost or obligation on the Buyer, and in a single payment (Distance Contracts Regulation art. 12). Refunds are made to the card or account from which payment was made; where this is not possible, for example because the card or account has been closed, the refund is made at no cost to the Buyer to a bank account held by the Buyer and notified by them.

9.4. Card Payments. Refunds of card payments are sent to the card used for payment through the contracted bank or licensed payment institution. For instalment transactions, the refund is also made in a single payment without being divided into instalments. The time it takes for the amount to appear on the card account depends on the card issuer; upon request, DomainQ shares with the Buyer the transaction details showing that the refund has been sent.

9.5. Payments by Bank Transfer and EFT. Refunds of payments made by bank transfer or EFT are made to the bank account from which the payment was sent; for this purpose, IBAN details belonging to the account holder may be requested. All refunds are made in Turkish lira (TRY).

9.6. Invoicing of Refunds. Invoice adjustments relating to refunds are made in accordance with tax legislation; these procedures do not extend the statutory refund period for consumers.

9.7. Chargebacks. Submitting a refund request first through the channels in Clause 8.1 ensures that the process is resolved as quickly as possible. The Buyer's right to dispute a transaction with the card issuer (chargeback) is not restricted by this Policy. In a chargeback process, DomainQ may submit to the relevant institution records relating to the order, the consents given and the activation of the service. If the amount is returned to the Buyer as a result of a chargeback, no separate refund is made for the same amount and the relevant service may be terminated. If the same amount is paid to the Buyer twice, both by refund and by chargeback, the overpaid amount will be claimed from the Buyer.

9.8. Erroneous and Duplicate Charges. If more than one charge is made for the same service term, or an amount higher than that shown in the order summary, the renewal notice or the invoice is charged, the excess amount is refunded without delay once the error is identified by DomainQ or the Buyer's notice reaches DomainQ, to the payment method used, free of charge and in a single payment.

10. Business Customers

10.1. Distinction Between Consumers and Business Customers. If an individual invoice is selected in the order and the Buyer has not declared that they are acting for commercial or professional purposes, the Buyer is deemed a consumer and the provisions relating to consumers apply. A Buyer who selects a corporate invoice or declares that they are acting for commercial or professional purposes is a business customer. The statutory right of withdrawal and the other consumer-specific rights are granted only to consumers.

10.2. Non-Application of the Right of Withdrawal. The Consumer Protection Law, the Distance Contracts Regulation and the Subscription Contracts Regulation apply only to consumers. The statutory right of withdrawal and the consumer termination rights in Clauses 6.5 and 6.6 do not apply to business customers; for these Buyers, the Terms of Service Agreement governs.

10.3. Commercial Satisfaction Refund. For hosting-type services, business customers benefit from the commercial satisfaction refund in Section 3 on the same terms and within the same periods as consumers, for the first purchase only.

10.4. Non-Refundable Services. VPS (managed and unmanaged), dedicated servers, domain name services, business email, cloud storage, cloud hosting, SiteQ and paid add-on services are also non-refundable for business customers, and the fee for the remaining term of these services is not refunded. The provisions of Clause 6.8 on end of life, of Clause 7.2 on a domain name registration or transfer that cannot be completed and of Clause 7.3 on a service that cannot be activated at all for reasons attributable to DomainQ are reserved.

11. Seller Information, Contact and Disputes

11.1. Seller Information and Notification Channels. In these documents, “DomainQ” or the “Seller” means the service provider identified by the following information: Seller: DomainQ · Address: Istanbul, Türkiye · Email: info@domainq.com · Personal data requests: kvkk@domainq.com · Website: https://www.domainq.com · Customer panel: https://account.domainq.com · Contact page: https://www.domainq.com/en/contact/. Notices of withdrawal, refund requests, termination notices and complaints are made in writing or on a durable medium by email to info@domainq.com or by opening a support request in the customer panel.

11.2. Support and Complaints. Questions, requests and complaints are received through the support request system in the customer panel and at info@domainq.com; requests concerning personal data are sent to kvkk@domainq.com. Applying to DomainQ first is not a precondition for the consumer's statutory remedies.

11.3. Dispute Resolution. These documents are governed by Turkish law. For disputes within the monetary limits announced each year by the Ministry of Trade, the consumer applies to the consumer arbitration committee at their place of residence or where the consumer transaction took place (Consumer Protection Law art. 68); applications may also be made via e-Devlet. Consumer courts have jurisdiction over disputes exceeding these limits, and proceedings may also be brought at the consumer's place of residence (art. 73). Applying to a mediator before bringing an action in the consumer court is a precondition for the action (art. 73/A); disputes within the remit of consumer arbitration committees and objections to their decisions are exempt from this requirement. The provision in the Terms of Service Agreement conferring jurisdiction on the Istanbul courts and enforcement offices does not apply to consumers.

11.4. Disputes with Business Customers. Disputes arising with business customers are subject to the provisions of the Terms of Service Agreement.

11.5. Version, Amendments and Language. Each order is subject to the document versions accepted at the time of the order; later changes to the documents do not affect orders already placed to the consumer's detriment. Changes to the renewal fee are subject to the rule on renewal fees and price increases. The Turkish text of the documents prevails; the English texts are translations, and in the event of a conflict the Turkish text applies. DomainQ may update this Policy; the current text is published on this page. Version: 1.0. This version enters into force on the date shown as “Last updated” at the top of the page.