Cancellation and Refund Terms
How a charging session can be cancelled and when a refund is made.
This is a courtesy translation. In case of any discrepancy, the Turkish version prevails.
1. Scope
These terms apply to the electric vehicle charging service provided by Asm Dekorasyon Mobilya Granit Mermer İnşaat Sanayi Ticaret Limited Şirketi under the önizşarj brand, together with the Distance Sales Agreement.
2. Cancelling a Session
A charging session can be stopped at any time from the mobile application or from the station screen. Only the energy consumed up to the moment of stopping is charged; no separate cancellation fee is applied.
If the session has not started — that is, if no energy transfer has taken place — no charge is made.
3. Cases Where a Refund Is Made
A refund is made in the following cases:
- The session could not be started or was interrupted due to a device or network fault, yet a collection was made.
- The amount collected does not match the energy actually transferred.
- Duplicate collection was made for the same session.
- A collection was made although no charging service was received.
Since the charging service is performed instantly, there is no right of withdrawal for a session that has been completed correctly; the above cases concern faulty performance.
4. How to Apply
Applications are made through the support channel in the mobile application, by e-mail to destek@onizsarj.com, or by phone at 0850 358 5858. Please state the session date, station and the amount in question.
Applications are evaluated as soon as possible and the outcome is reported to you.
5. Refund Method and Period
Approved refunds are made to the same card used for payment. After the refund is initiated, the period for the amount to be reflected in your card account depends on your bank's processes; this may generally take 1-3 weeks and is outside our control.
In any case, the refund is made by us within 14 days at the latest from the date of application. This period concerns our execution of the refund; the time for the amount to appear on your card depends on your bank, as stated above.
6. Disputes
If you are not satisfied with the outcome, you may apply to the Consumer Arbitration Committee or the Consumer Court at your place of residence, within the monetary limits announced each year by the Ministry of Trade.