Refund and Cancellation Policy

This page contains the general provisions regarding cancellation, refunds, and delivery for products and services provided via www.sunucun.com.tr.

1. SCOPE

   1. These terms govern the cancellation, refund, and delivery processes of all products and services purchased via www.sunucun.com.tr.
   2. The cancellation and refund terms constitute an integral part of the Service and Use Agreement, the General Terms of Use, and the Backup Agreement.
   3. All prices are exclusive of VAT; refunds and offsets are made in the same currency as the original payment.

2. NON-REFUNDABLE SERVICES

   The following services are non-refundable, and the unconditional 24-hour refund right does not apply:

   • Domain registration, renewal, and transfer transactions (pursuant to ICANN, TRABİS, and BTK rules).
   • SSL certificates, licenses, and instantly generated/transferred digital products.
   • Services provided under an SLA (Service Level Agreement).
   • Free additional services provided within promotional campaigns (e.g., free domain name). These services cannot be refunded independently.

3. UNCONDITIONAL 1-DAY REFUND

   1. For all services except SSL, domain, license, and SLA, cancellations requested within 24 hours from the time of purchase are refunded at 100% without requiring any justification.
   2. Refunds are processed using the same payment method used for the original transaction. Refunds cannot be issued to different persons or via different methods.

4. REFUNDS AFTER 24 HOURS

   1. For services such as dedicated servers, virtual servers (VDS/VPS), Server Hosting, web hosting, and reseller hosting; cancellations made after 24 hours are subject to a proportional fee deduction based on the usage period (pro-rata calculation).
   2. The remaining balance is added to the Customer’s account balance (wallet/credit) in the customer panel; no cash refund is made, and the balance may only be used for Sunucun products/services.
   3. In promotional purchases, free ancillary services provided with the package (e.g., free domain name) are offset against their relevant cost, and any remaining balance is credited to the account.
   Example:

   Monthly service fee: ₺1,000

   Usage period: 10 days (daily ≈ ₺33.33 → total ₺333.30)

   Refundable balance: ₺666.70 – (after deducting any free domain/license fees, if applicable).

5. REFUND PROCESS AND TIMELINE

   1. Following the submission of the refund request and completion of the required documents, refund transactions are initiated through banking systems within 3–10 business days.
   2. Bank/payment provider processing times are beyond Sunucun’s control; the reflection of refunds to the account may vary depending on your bank.

6. CANCELLATION CONDITIONS AND METHOD

   1. For cancellation requests, the customer must log into the customer panel → access the “Manage” screen of the relevant service → complete the “Cancellation Request” form.
   2. Unused but non-cancelled services will continue to be billed.
   3. If the panel is not preferred, a cancellation request may be sent from the registered official email address stored in the customer panel.
   4. Once the cancellation is approved, no new invoice is generated for the following period.
   5. Sunucun is not responsible for data loss in services suspended or terminated due to payment delays.

7. CHARGEBACK/REFUND DISPUTES

   1. In cases where the Customer initiates a “transaction not recognized” dispute with the payment provider without prior notice to or approval from Sunucun, the relevant customer account and services are immediately suspended/terminated.
   2. For security reasons, customer information (full name, email, IP, national ID number) may be blacklisted.
   3. If there is a legitimate reason, the Customer must contact our company before filing a dispute. Sunucun adopts a good-faith approach to resolution.

8. SERVICE DELIVERY TIME

   1. For credit card payments, automated services are activated instantly.
   2. For services requiring manual processing (dedicated/virtual server setup, panel installation, IP allocation, etc.), setup is carried out by the technical team during business hours on the day of order.
   3. For bank transfer/EFT payments, the customer must submit the payment notification via the panel; otherwise, Sunucun is not responsible for any delays.

9. ABUSE AND REFUND DENIAL

   Refund requests may be denied or only credited to the account balance in the following circumstances:

   • If the service is used for illegal purposes, spam, attacks, license violations, etc.
   • If the service is suspended due to excessive resource usage on shared infrastructure.
   • If incorrect/incomplete information is provided.
   • If excessive manual support is provided for service setup beyond reasonable limits and a cancellation request is subsequently made.