Last updated: 1 September 2026
1. Scope and relationship to other documents
This page summarises how cancellation, withdrawal and refund work for the services offered on visas.org.tr by Mark Sigorta Aracılık Hizmetleri Anonim Şirketi (the "Company"): visa application support and, where offered, travel health insurance placed as an insurance agency.
This page is a summary written so that it can be read before payment. It does not create a new right or a new obligation. For a specific transaction the binding documents are the agreement accepted in that transaction and the Transaction Summary shown before final confirmation.
Where this summary and a transaction document differ, the transaction document and mandatory law prevail. The general Terms continue to apply.
Two amounts must be kept apart throughout this page: the Company service fee, which is the price of the Company's own work, and an official or third-party amount, which is collected in order to be passed on to an official system, an insurer or another third party.
2. Statutory right of withdrawal
A consumer may withdraw from a distance contract within the period granted by applicable distance-contract law, without giving a reason and without penalty, unless a lawful exception applies. Any longer or more favourable mandatory period remains reserved.
For the visa application support service the period normally begins on the date the distance service agreement is concluded.
For an insurance transaction a separate period runs. Unless a mandatory product-specific provision or an exception applies, that period is 14 days and begins when the contract is formed; if the complete contractual terms are received on a durable medium later, it begins on that later date. More favourable insurance-specific rules apply.
3. How to give notice of withdrawal or cancellation
A withdrawal or cancellation notice is a clear statement made within the applicable period. Use of a fixed form is not required; an unambiguous statement is sufficient. The notice should carry enough information to identify the transaction, such as the reference shown after the transaction and the e-mail address used.
The notice may be given through the contact page by selecting the cancellation and refund subject, by post to the registered address Üçevler Mahallesi 955. Sokak No: 1 D: 38, 34513 Esenyurt, Istanbul, Türkiye, or to the KEP address [email protected].
Where the notice is submitted through the website, an acknowledgement is returned with a reference. The consumer cannot be required to use a method more burdensome than the distance method by which the contract was formed. Identity or authority may be verified where that is needed to protect the transaction.
4. Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in every case. An exception arises only where the conditions set by mandatory law for that exception are met in the actual transaction. A general statement that ticking a box removes the right is not used and would not be correct.
The cases that may arise in these services are:
- a service that has been performed, or fully performed by both parties, upon the consumer's separate and express request before the period expires, to the extent the applicable exception requires;
- travel, baggage or similar short-term insurance with a validity of less than one month;
- another case expressly excluded by mandatory law.
Where an exception applies, the mandatory remedies for a defective, late or non-performed service remain available and are not affected.
5. Effect of an early-performance request
If work is to begin before the withdrawal period expires, a separate and informed request is required. That request is a distinct declaration with its own control, empty by default, and it is not contained in the general contract acceptance.
An early-performance request may limit or end the statutory withdrawal right for that service only where the legal conditions for the relevant exception are met. It never removes a remedy for defective, late or non-performed service.
If the request is not given, the Company does not begin the requested early work before the applicable period expires unless another lawful start condition applies. Where that makes a faster processing option unavailable, this is stated before payment and another option may be selected.
6. Contractual cancellation after performance begins
Where a request is made after performance has begun, the statutory position is determined first, under mandatory law and the actual transaction record. To the extent the request falls outside statutory withdrawal, the Company also assesses contractual cancellation according to the stage the service has reached:
- before substantive review or preparation has been performed: the Company service fee is refundable;
- after review or preparation has begun: the refundable Company service fee may be reduced by the reasonable value of the work actually performed;
- after official submission support is completed or the result or document is delivered: the Company service fee is generally earned, subject to defective-performance remedies;
- an official or third-party amount is refundable only where it is recoverable from the recipient or mandatory law requires otherwise.
The Transaction Summary may define the service stages more precisely for the selected product. This contractual policy is not a waiver or a replacement of a mandatory right.
7. Official fees and third-party amounts
An amount already transferred to an official system or another third party is returned only if that recipient returns it, or where mandatory law requires otherwise. The Company does not decide such a refund and cannot promise one.
A refusal, a shortened validity, a shortened permitted stay or a border decision is an official decision. It does not by itself make the Company service fee refundable, because the Company service is the preparation, checking and submission support, not the decision.
Where the Company itself caused a defective, late or non-performed service, the consumer's mandatory remedies apply and may include repeat performance, a price reduction, termination or a refund where the legal conditions are met.
8. Insurance-specific refunds
For an insurance transaction the Company acts as an insurance agency. The insurer identified in the quotation and the policy provides the coverage and decides risk acceptance, policy terms, claims and indemnity matters.
Where withdrawal remains available and is exercised after cover has started, the policyholder may be required to pay only the proportionate amount for the period on risk and any lawful cost due under the applicable rule.
After the withdrawal period, cancellation, termination, endorsement and premium refund are governed by mandatory law and the policy documents. The calculation may depend on the time on risk, on any claim or assistance use, and on the insurer's own rules.
An agency request is received and forwarded by the Company; the decision on a premium refund belongs to the insurer.
9. Refund method and timing
A refund following a valid statutory withdrawal is made without undue delay and no later than the applicable statutory deadline, normally through the original payment method and without any fee or additional obligation being imposed on the consumer.
A contractual or other refund is made within the period stated in the decision and within any maximum period required by law. For a contractual refund the Company may wait for confirmation that an official or third-party amount has been returned before refunding that specific item.
An undisputed refundable Company amount is not delayed merely because a separate official amount is still under review. Bank or payment-provider processing times may affect when the amount appears on the account.
10. Duplicate payments and technical overcharges
A duplicate payment or a technically incorrect charge is corrected on its own, without regard to withdrawal or cancellation. Report it through the contact channel with the transaction reference and the payment date, and it is examined against the payment records.
Contact the Company before starting a chargeback so that the transaction can be reviewed. A chargeback is not a substitute for a valid cancellation notice and does not by itself establish that a payment was unauthorised or refundable.
11. Complaints and remedies
A complaint may be submitted through the contact page, to the registered address or to the KEP address. A coverage or claim complaint may need to be addressed to the insurer.
Depending on the subject and the applicable thresholds, a consumer may apply to the competent consumer arbitration committee, to mandatory mediation, to a consumer court, to insurance arbitration or to another mechanism provided by law. Mandatory rights are reserved and no clause requires a consumer to waive a forum or a remedy.