Last Updated: June 8, 2026
Refund Policy
At MITRAS, we stand behind the quality of our digital products and custom services. This Refund Policy explains when refunds are available, how to request them, and how they interact with your statutory rights under the Turkish Consumer Protection Law No. 6502 and our Distance Sales Agreement. Nothing in this policy limits mandatory consumer rights.
1. Overview
Refund eligibility depends on the type of purchase:
- Digital Products — Instant-delivery intangible goods with specific refund windows;
- Custom Services — Bespoke professional work with milestone-based refund rules;
- Statutory Withdrawal — 14-day right of withdrawal for qualifying consumers under Law No. 6502.
2. Digital Products — Refund Table
| Scenario | Refund Eligibility | Refund Amount | Timeframe |
|---|---|---|---|
| Technical defect preventing use (verified by support) | Full refund | 100% | Within 14 days of purchase |
| Product materially differs from description | Full refund | 100% | Within 14 days of purchase |
| Duplicate purchase (accidental double order) | Full refund on duplicate | 100% of duplicate charge | Within 7 days of purchase |
| Download successful, no defect — change of mind | Not eligible* | — | — |
| License activated and product accessed | Not eligible* | — | — |
| Partial use of multi-component bundle | Case-by-case | Pro-rata unused components | Within 14 days |
| Statutory withdrawal (no express consent to immediate delivery) | Full refund | 100% | Within 14 days per Law 6502 |
* Where you provided express prior consent to immediate digital delivery and acknowledged loss of withdrawal right at checkout (per Article 15(1)(ğ) of the Regulation on Distance Contracts), change-of-mind refunds are not available after download or access.
3. Custom Services — Refund Table
| Project Stage | Refund Eligibility | Refund Amount | Notes |
|---|---|---|---|
| Before work begins (materials not yet used) | Full refund | 100% | Within 14-day withdrawal period or before project kickoff |
| Discovery / planning phase (< 10% completion) | Partial refund | Up to 80% | 20% covers initial analysis and planning |
| Design / prototype phase (10–40% completion) | Partial refund | 40–60% | Pro-rata based on milestones completed |
| Development phase (40–80% completion) | Partial refund | 15–35% | Significant work invested; case review required |
| Final delivery / acceptance (> 80% completion) | No refund | 0% | Warranty remedies apply for defects (see Section 6) |
| Client-caused delay (> 30 days no response) | No refund | 0% | Project may be deemed complete at last milestone |
| MITRAS unable to deliver per agreed scope | Full refund | 100% of undelivered portion | At MITRAS discretion; alternative solutions offered first |
| Statutory withdrawal before performance begins | Full refund | 100% | Per Distance Sales Agreement Section 7 |
4. Satisfaction Guarantee
For Custom Services, MITRAS offers a satisfaction commitment during the revision period:
- If deliverables do not meet the agreed specifications after exhausting included revision rounds, we will continue revisions at no extra charge until specifications are met;
- If specifications cannot be met despite good-faith efforts, you may request a pro-rata refund for the deficient portion;
- This guarantee does not apply where the client changes scope, withholds required materials, or rejects deliverables that conform to the approved brief.
5. How to Request a Refund
- Email hello@mitras.org with subject line "Refund Request — [Order Number]";
- Include your full name, order date, order number, and reason for the request;
- For technical issues with Digital Products, include screenshots or error descriptions;
- For Custom Services, specify the project stage and any relevant milestone references;
- For statutory withdrawal, you may use the form in our Distance Sales Agreement Appendix A.
We acknowledge refund requests within 2 business days and provide a decision within 5 business days. Approved refunds are processed within 14 days as required by Law No. 6502.
6. Defective Deliverables — Remedies
Instead of or in addition to a refund, you may be entitled to:
- Repair/Remediation: We fix defects at no charge during the 30-day warranty period;
- Replacement: Alternative deliverable or product of equal value;
- Price Reduction: Partial refund while retaining the deliverable;
- Contract Rescission: Full refund where defects are material and cannot be remedied.
7. Non-Refundable Items
The following are generally non-refundable:
- Third-party fees, licenses, or domain/hosting costs already incurred on your behalf;
- Completed work that conforms to an approved brief, SOW, or accepted milestone;
- Digital Products after download/access where withdrawal was waived with express consent;
- Rush fees, expedited delivery surcharges, or non-standard tooling costs;
- Orders associated with confirmed chargeback abuse or fraud.
8. Refund Method
Approved refunds are returned to the original payment method. If that is not possible (e.g., expired card), we will arrange an alternative method in consultation with you. Refunds are issued in the original transaction currency. Bank processing times may add 5–10 business days after we initiate the refund.
9. Chargebacks and Disputes
We encourage you to contact us before initiating a payment dispute. Filing a chargeback without first attempting resolution may result in account suspension and license revocation. Fraudulent chargebacks will be contested with supporting documentation and may be referred for legal action.
10. Subscription and Recurring Services
If MITRAS offers subscription-based services:
| Scenario | Policy |
|---|---|
| Cancel before renewal date | No charge for next period; current period non-refundable |
| Service outage > 72 consecutive hours | Pro-rata credit or refund for affected period |
| Annual plan cancellation within 14 days | Full refund if services not substantially used |
11. Consumer Rights
Turkish consumers retain all rights under Law No. 6502, including the 14-day right of withdrawal where applicable. EU consumers retain rights under applicable consumer protection directives. This policy supplements — and does not replace — those statutory rights.
12. Contact
- Refund Requests: hello@mitras.org
- Legal / Withdrawals: legal@mitras.org
- Privacy: privacy@mitras.org