All conditions for service cancellation and refunds are listed in the official contracts you approved before purchase. In this article we summarize how to submit a cancellation request and which document is binding for you; to learn the full and current rules for the process, please review our agreements page.
1. Full Cancellation and Refund Conditions
The period during which you can use your refund right, which services are subject to refund, partial/pro-rated refund calculation, and the right of withdrawal — all details are listed on the following page:
The Distance Sales Agreement, Service Agreement and other product-specific attached contracts on the page define the cancellation/refund rules in detail. The agreement you approved during your service order is the binding document between us.
2. Submitting a Cancellation Request from the Client Area
- Sign in to your account at musteri.kolan.net.tr.
- From the top menu, go to Services → My Services.
- Click the service you want to cancel.
- In the left menu or on the service detail page, open the Request Cancellation link.
- Fill in the form that opens:
- Cancellation reason — write a short explanation (required).
- Cancellation type — Immediate or End of Billing Period.
- Click the Submit Request button.
For a service eligible for refund, your request is reviewed and approved by our accounting team, and your payment is refunded by the same method (chargeback to your credit card or wire to your bank account).
3. For Refund Requests and Questions
If you have a specific question about the cancellation/refund process, want clarification on contract clauses, or want to learn the status of a refund, you can open a support ticket in the Billing / Accounting category. Our accounting team responds within a business day.