Delivery and Refund Policy
Last updated: 03.11.2026
About This Page
This page summarises how the services you buy on oturum.co are delivered to you, your right of withdrawal, and when and how much is refunded. The binding terms are in the Pre-Contract Information Form and Distance Sales Agreement at oturum.co/mesafeli-satis-sozlesmesi (the “Agreement”); if this page and the Agreement differ, the Agreement prevails. The Turkish text is the original; the English, Arabic and Russian translations are provided to help you understand it.
Service Provider
OTURUM CO DANIŞMANLIK HİZMETLERİ LİMİTED ŞİRKETİ Address: Fenerbahçe Mah. İğrip Sk. No:13 İç Kapı No:1 Kadıköy/İstanbul MERSİS No: 0649128024100001 Phone: +90 532 739 36 66 · Email: info@oturum.co
Delivery
Oturum.co provides consultancy and application services; it does not sell physical products. The service is performed electronically, through your oturum.co account and by email. You can buy our services from anywhere in Türkiye and from abroad. • Start: work on the service begins on the day your payment is verified in our bank records. • Time: if all required documents have been provided completely and correctly, the main step of the service is carried out within 3 (three) business days of the day your payment is verified at the latest. The main step is filing the e-İkamet application for the Residence Permit Application Service, VIP Residence Permit and Remote Application Preparation; filing the e-İzin application for a Work Permit; booking the appointment and delivering the application file to you for Citizenship; and submitting the documents to the competent authority for an Apostille. If you have been told about a missing or unsuitable document or piece of information, this period does not run until it is provided. • Updates: appointment details, the status of your application and the decision are sent to you by email and shown on your Hesabım (My Account) page. • Delivery of documents: prepared application documents and files (for example the citizenship application file) are delivered to you digitally by email. The originals of apostilled documents and of notarised documents and translations are sent by courier to the delivery address in Türkiye that you gave in the quote form. They are handed to the courier within 2 (two) business days of the step being completed at the latest, and the tracking number is sent to you by email. Courier costs are included in the service fee. There is no in-person collection at our office. • No delivery fee or other extra cost is charged beyond the service fee. The appointment date, processing time and decision are at the discretion of the public authority concerned and are not part of Oturum.co's delivery time.
Right of Withdrawal
You have the right to withdraw from the Agreement within 14 (fourteen) days of the day it is made, without giving any reason and without paying any penalty. When accepting the Agreement, you separately and expressly ask for work on the service to begin without waiting for the 14-day withdrawal period to end. Under Article 15(1)(h) of the Distance Contracts Regulation, on that request your right of withdrawal ends: • for the Residence Permit Application Service, when the e-İkamet application is filed; • for Quoted Services, when your payment is verified and performance of the service begins. If you change your mind after that point, the refund terms below apply.
Refund Terms
Residence Permit Application Service • If you change your mind before the e-İkamet application is filed, the full amount you paid is refunded, even if the withdrawal period has ended. • Once the e-İkamet application is filed, the essential part of the service has been performed and the service fee is not refunded. Quoted Services (Work Permit, Citizenship, Apostille, VIP Residence Permit, Remote Application Preparation) • If you change your mind before your payment is verified, any amount you paid is refunded in full. • If you change your mind after performance begins but before the main step is carried out, costs that are included in the price and were actually paid to third parties on your behalf and are documented (for example notary or translation fees) are deducted and the rest is refunded. The documents for the deducted costs are sent to you on request. • Once the main step is carried out, the essential part of the service has been performed and the price is not refunded. For a VIP Residence Permit, if the Agreement ends before you have been accompanied on the appointment day, the amount shown separately for accompaniment on the payment screen is refunded. All services • If performing the service becomes impossible (for example because of a change in the law or because the relevant system does not accept the application type), you are told by email within 3 days of our learning of it at the latest, and the full amount you paid is refunded. • If force majeure lasts longer than 30 days, you may terminate the Agreement; if the main step has not yet been carried out, the full amount you paid is refunded. • A public authority rejecting the application, asking for further documents, not giving an appointment or deciding late is not a ground for a refund. However, if a rejection results from Oturum.co preparing or carrying out the step contrary to the information and documents you provided, your rights under Law No. 6502 are reserved. • Amounts such as official fees, the residence permit card fee and health insurance premiums are paid directly to the authorities or persons concerned, not to Oturum.co; their refund is subject to those authorities' or persons' rules. • Payments that cannot be matched to your application are returned to the sending account.
How to Ask for a Refund
• Send your notice of withdrawal or change of mind, with your application's reference code, by email to info@oturum.co or in writing to the address above. For withdrawal you may use the model withdrawal form at the end of the Agreement or make any other clear statement of your decision. • We confirm by email that your notice has reached us. • The refund is made within 14 (fourteen) days of your notice reaching us at the latest, to the bank account you paid from, in one payment and at no cost to you.
Complaints and Disputes
You can send complaints and requests to info@oturum.co or call +90 532 739 36 66; complaints are recorded and answered in writing within 15 days at the latest. In a dispute below the monetary limit set each year by the Ministry of Trade (TRY 186,000 for 2026), you may apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti); above that limit you may apply to the Consumer Court, provided that you first apply to a mediator as required by Article 73/A of Law No. 6502. Details are in Article A.7 of the Agreement.