RIGHT OF WITHDRAWAL, REFUNDS, DELIVERY AND RETURNS POLICY

Date of Entry into Force: 26 March 2026

ARTICLE 1 – PURPOSE AND SCOPE

This Right of Withdrawal, Refund, Delivery and Return Policy, governs the delivery/performance, right of withdrawal, refund and return conditions relating to paid digital services, subscriptions and software usage rights provided by AVHOS Legal Automation Systems (“AVHOS”) via the www.avhos.com and app.avhos.com websites, mobile application, user panel and associated digital platforms.

This policy applies to distance selling transactions involving natural persons acting as consumers. Where the user does not act as a consumer, but acquires the service for commercial, professional or corporate purposes, the provisions specific to consumer law set out in this policy may not apply; in such cases, the relevant contractual provisions and general rules of law shall apply.

ARTICLE 2 – DELIVERY / PERFORMANCE OF THE SERVICE

The services provided by AVHOS are of a digital nature and do not involve physical delivery. Following the successful completion of the purchase and payment transaction, the user account, user details, activation link, access authorisation and/or subscription details required to access the service are transmitted electronically to the email address provided by the user during registration, to the user panel or to the in-system notification area.

The provision of the service is deemed to have commenced upon the creation of the user account, the granting of access authorisation, the activation of the username and password, the opening of access to the user panel, or the actual commencement of use of the digital service.

AVHOS aims to provide access to the service within a reasonable timeframe, except in cases of technical reasons, security verification, scheduled maintenance, high traffic, delays arising from third-party infrastructure services, or force majeure.

ARTICLE 3 – RIGHT OF WITHDRAWAL

In distance contracts, the consumer generally has the right to withdraw from the contract within 14 (fourteen) days from the date the contract is concluded, without giving any reason and without paying a penalty.

To exercise the right of withdrawal, it is sufficient for the notice of withdrawal to be sent to AVHOS in writing or via a durable medium before the expiry of the 14-day period.

The notice of withdrawal may be submitted via one of the following communication channels:

Email: info@avhos.com
Address: Kartaltepe Mah. 1. Malazgirt Cad. No:6/2 Küçükçekmece, Istanbul 34195
Telephone: 0850 885 08 44

The right of withdrawal applies only to users classified as consumers under the relevant legislation. The provisions regarding the right of withdrawal may not apply to traders, companies, offices, firms, corporate users or persons acquiring the service for professional or commercial purposes.

ARTICLE 4 – EXCEPTIONS TO THE RIGHT OF WITHDRAWAL AND DIGITAL SERVICES

The service provided by AVHOS may include digital services performed electronically and/or intangible digital content elements made available for use.

Where the performance of the service commences, the user account is activated, access to the system is granted, subscription authorisation is granted, or the user begins to use the digital service prior to the expiry of the 14-day withdrawal period with the user’s explicit consent, the exceptions to the right of withdrawal under the relevant legislation may apply.

Therefore, during the purchase process, the user must:

1. that they request the service to commence immediately,
2. That the provision of the service will commence upon access to the digital service,
3. that they have been informed in advance that they may lose their right of withdrawal or that the right of withdrawal may not be exercisable under the relevant legislation

the right of withdrawal may not be exercised once the service has commenced immediately.

AVHOS provides the user with the necessary information and explicit consent processes within the payment and order flow to ensure this exception can be applied.

ARTICLE 5 – CONSEQUENCES OF EXERCISING THE RIGHT OF WITHDRAWAL

Where the right of withdrawal is exercised in accordance with the law and within the prescribed time limit, the amount collected from the user shall be refunded within the time limits set out in the relevant legislation and in a manner appropriate to the payment method used by the user.

If the provision of the service has not commenced with the user’s explicit consent and a valid notice of withdrawal has been given within the withdrawal period, the full amount collected from the user shall be refunded.

If the provision of the service has commenced with the user’s explicit consent and an exception to the right of withdrawal has arisen in accordance with the legislation, AVHOS may not be under an obligation to make a refund.

ARTICLE 6 – RETURNS AND REFUND POLICY

As AVHOS services are of a digital nature, there is no ‘product return’ in the sense applicable to physical goods. Consequently, the return process involves the cancellation of access to the digital service, the termination of the subscription, and, where applicable, an assessment of any refund.

As a general rule, no refund will be made under the right of withdrawal exception if the provision of the service has commenced with the user’s explicit consent, the user account has been activated, access rights have been granted, or use of the system has begun.

However, a refund request may be considered in the following circumstances:

1. Failure to provide the service at all,
2. Failure to activate the user account within a reasonable timeframe despite payment having been received,
3. The service failing to possess the promised essential features,
4. Failure to resolve serious, persistent technical issues caused by AVHOS within a reasonable timeframe, which substantially prevent the use of the service,
5. Duplicate charges, incorrect charges or obvious payment errors,
6. Other cases where a refund is mandatory under applicable legislation.

In such cases, the user may initiate a refund review by submitting their request to info@avhos.com. AVHOS may request order details, payment records, user account information, error logs, screenshots and technical verification data if deemed necessary.

Should the technical and legal review determine that the issue originated from AVHOS, one of the following solutions may be applied depending on the nature of the incident: an extension of the service period, the granting of a free extension, a partial refund, or a full refund.

ARTICLE 7 – DEFECTIVE SERVICE, TECHNICAL ISSUES AND SUPPORT PROCESS

If the user believes that the service is defective, does not possess the fundamental qualities promised, or that there is a serious and persistent access issue caused by the system, they must report the situation to AVHOS without delay.

Where possible, the following information should be provided at the time of the request:

1. Username or order number,
2. Date and time of the issue,
3. The error message encountered or a description of the issue,
4. Screenshots, video recordings or technical log information, if available,
5. The device, browser or application environment in which the issue occurred.

AVHOS will review the request from both technical and legal perspectives to assess the cause of the issue; where possible, it will first seek to rectify the service, restore access or resolve the system error. Should the issue remain unresolved or the service be substantially unavailable, a refund or alternative compensation methods will be considered depending on the nature of the incident.

ARTICLE 8 – PROCEDURE AND TIMEFRAME FOR REFUNDS

Where a decision is made to issue a refund, the refund will, as a rule, be processed via the payment method used by the user at the time of payment. Processing times arising from banks, payment institutions, card issuers or financial infrastructure providers may be beyond AVHOS’s control.

Following approval of the refund by AVHOS, the refund process is initiated as soon as possible. The time taken for the refund to appear in the user’s account may vary depending on the bank, payment institution and payment method used.

In cases such as duplicate charges or payment errors, AVHOS will prioritise the refund process once the necessary verifications have been completed.

ARTICLE 9 – DATA EXPORT AND USER RESPONSIBILITY

The user is obliged to create independent backups of their own data, files, documents and records stored on the system prior to subscription cancellation, account closure, the refund process or the termination of the service.

Whilst AVHOS endeavours to implement reasonable technical and administrative measures on its own systems, it is not the sole or primary backup environment for the user’s files and records stored on the system. The user must regularly back up their own data to external storage media.

As access to data may be restricted following the closure of the account, the termination of the subscription or the suspension of access, the user must complete the necessary export and backup procedures prior to these processes.

ARTICLE 10 – COMPLAINTS AND CONTACT CHANNELS

Users may submit any requests or complaints regarding the right of withdrawal, refunds, defective services, delivery/performance or technical issues to AVHOS via the following communication channels:

Email: info@avhos.com
Address: Kartaltepe Mah. 1. Malazgirt Cad. No:6/2 Küçükçekmece, Istanbul 34195
Telephone: 0850 885 08 44

To ensure requests are resolved more quickly, users are advised to provide detailed information regarding the order and the issue.

ARTICLE 11 – DISPUTE RESOLUTION

Where the user acts as a consumer, the Consumer Arbitration Boards are competent and authorised to resolve disputes within the monetary limits announced annually by the Ministry of Trade; for disputes exceeding these limits, the Consumer Courts are competent and authorised.

Where the User does not qualify as a consumer and the transaction is carried out for commercial or professional purposes, the relevant contractual provisions and general rules of jurisdiction shall apply to disputes.

ARTICLE 12 – ENTRY INTO FORCE AND AMENDMENTS

AVHOS may make amendments to this policy text in line with legislative changes, updates to the scope of services, technical requirements or commercial needs. The updated text shall take effect from the date of publication on the website, together with the new effective date.

The user’s continued use of the service shall constitute acceptance of the current policy provisions, subject to mandatory statutory provisions.