This English text is a translation provided for information only. In the event of any discrepancy, the Turkish version prevails. View the Turkish version
1. Service Delivery
Fenikya does not sell physical products. The service provided is a cloud-based e-commerce software subscription (SaaS). "Delivery" therefore means activation of that service in electronic form.
2. Delivery Time
- Free Trial: Once the registration form is completed, the account and store panel are created instantly.
- Paid Subscription: Once payment is approved by iyzico, the service is activated automatically within 5 minutes at the latest.
- When upgrading to an annual plan, the remaining value of the current monthly payment is deducted.
3. What You Need to Start the Service
- a valid email address (a verification email is sent),
- a correct mobile number (optional SMS verification),
- a store name and subdomain,
- a valid credit card when moving to a paid plan.
4. Cancelling Your Subscription
You can cancel your subscription at any time from your panel or by emailing [email protected]. The cancellation process is as follows:
- the cancellation request is processed within 24 hours of being received.
- you can continue using the service until the end of the current billing period.
- at the end of the period your account automatically switches to read-only mode.
- your data is retained for 90 days; within that time you can resubscribe and regain access to your account.
- after 90 days the account and data are destroyed, subject to statutory retention periods.
5. Refund Conditions
The right of withdrawal does not apply to SaaS services under Law no. 6502. Fenikya nonetheless puts customer satisfaction first and provides refunds in the following cases:
5.1. Free Trial Refunds
As no fee is charged during the 14-day free trial, no refund arises. No charge is made at the end of the trial.
5.2. Monthly Subscription Refunds
- For monthly subscriptions, no refund is made for the current billing period.
- For subscriptions cancelled after an invoice has been issued, no charge is made for subsequent periods.
5.3. Annual Subscription Refunds
- If cancellation is requested within the first 14 days of purchasing an annual subscription, the full amount is refunded.
- For cancellations after 14 days, a refund proportional to the unused months is considered, at Fenikya's discretion.
5.4. Problems Attributable to Fenikya
In the following cases a full or partial refund is made without the user having to ask:
- the platform being unavailable for more than 48 hours,
- a feature promised in the agreement not being delivered,
- duplicate or incorrect charges.
6. Refund Timing and Method
- Once a refund request is approved, the refund is made within 7 business days to the card originally charged.
- The time for a card refund to appear can vary between 1 and 4 weeks depending on the bank's processes.
- Refunds are made via the original payment method.
7. End-User Refunds (Store Customers)
Important: Fenikya is responsible only for subscription fees. Returns, exchanges and complaints for end users who buy products from a store built on the Fenikya platform are handled directly with that store's owner (the seller). Fenikya is not an intermediary for end users.
8. Contact
For refund or cancellation requests you can reach us through the following channels:
- Email: [email protected]
- Live Support: via the support button in your platform panel
- Account Panel: Settings → Subscription → Cancel