1. CANCELLATION PERIOD

Users have the right to cancel their service reservations. For a cancellation to be considered valid, it must be made within the timeframes specified below.

• STANDARD CANCELLATION PERIOD

A cancellation request must be submitted at least 12 hours before the service appointment begins.

• SAME-DAY APPOINTMENTS

If the reservation was made on the same day, the cancellation must be completed at least 2 hours before the appointment time.

• LATE CANCELLATIONS

Cancellations made outside the specified timeframes are considered late and may result in a partial charge to the user.

• IF THE SERVICE HAS ALREADY STARTED

Details about cancellations after the service has begun are provided under section “3.5 Cancellation After Service Has Started.”
Cancellations can be made via the mobile app, website, or directly through support channels.
If the cancellation period is not followed, the right to a refund may be restricted.

2. CANCELLATION CONDITIONS

Users may cancel their service reservations under the following conditions:

• VALID CANCELLATION CONDITIONS

o Timely notice: Cancellations made within the timeframe specified in Section 3.1 are considered valid.
o No processing yet: If the clothing has not yet been picked up or the washing process has not started, the cancellation request is applicable.
o Request by the user: The cancellation must be initiated by the user who made the reservation.
o Registered order in the system: Only reservations that are recorded and confirmed in the system can be canceled.

•CONDITIONS UNDER WHICH CANCELLATION WILL NOT BE ACCEPTED

o Requests made after the service has started (see Section 3.5)
o Situations where the right of refund has been abused
o Fraudulent reservations or orders placed without payment

• SPECIAL CASES

Certain campaigns, promotional orders, or reservations with special discount codes may be subject to different cancellation conditions. These cases are regulated separately under section “3.7 Refunds for Promotional Orders.”

3. REFUND PROCESS

If a cancellation is made properly by the user, the refund of the paid amount is carried out according to the process outlined below:

• INITIATING THE REFUND

o The refund request is initiated through the system or by contacting support channels.
o The company verifies whether the request is valid (cancellation period, service status, payment confirmation).
o If the request is deemed valid, the refund process is automatically initiated.

• REFUND EVALUATION

o The user’s reservation and payment history are reviewed in the system.
o If the service has not yet started and complies with sections 3.1–3.2, a full refund is issued.
o If the service has partially occurred, a partial refund evaluation is made (see section 3.4).
o Promotional orders are evaluated under special conditions (see section 3.7).

• REFUND CHANNEL

o The refund is processed using the same method as the original payment.
o Options such as credit card, digital wallet, or bank transfer are processed according to user records.
o Processing time and potential deductions by payment providers may be taken into account.

• FEEDBACK & TRACKING

o The user is notified via email/SMS about the refund status.
o Every refund request is tracked by the system, and support is provided if necessary.

4. PARTIAL REFUND

If only a portion of the service has been provided, or if the cancellation request is submitted after the service has partially started, the user will receive a partial refund.

• CASES OF PARTIAL REFUND

o Clothes have been picked up but the washing or drying process has not yet started
o Washing has been completed, but the service is canceled before drying/folding
o The user requests cancellation for only certain items within the order
o The company, at its own discretion, decides to provide only part of the service

• REFUND CALCULATION

o The cost of services already provided (e.g., washing only) is deducted from the total order amount
o The fee for unprocessed services is calculated based on the user’s original payment and refunded accordingly
o Only the unused portion of the post-weighing total is refunded

• WHEN PARTIAL REFUND IS NOT APPLICABLE

o The entire service has been completed
o The user requests cancellation or raises objections after receiving the items
o The refund request is based on personal dissatisfaction rather than service quality, and the service was fully and correctly delivered

The company evaluates each case based on system records such as service logs, weight data, photos, and delivery notes.

5. CANCELLATION AFTER SERVICE HAS STARTED

Orders created by the user can be canceled before the service process begins. However, once the clothes have been picked up, the service is considered to have started, and any cancellation request from that point forward is subject to the following conditions.

• WHAT CONSTITUTES SERVICE START

o Clothes being picked up from the user by the courier
o Weighing process being completed
o Washing or dry cleaning process being initiated
Any of these steps indicates that the service has officially started.

• CANCELLATION CONDITIONS AFTER SERVICE HAS STARTED

o Orders for which the service process has started cannot be fully canceled
o Upon request, only the uncompleted portions may be subject to the principles in section 3.4 (Partial Refund)
o Exceptional cases caused by factors not attributable to the user may be considered separately by the company

• DOCUMENTED PROCESS

o The company records each step digitally (weight data, delivery logs, process notes)
o The user’s request is evaluated based on these records, and partial refunds are issued if applicable
The goal is to maintain service quality while ensuring a transparent and fair process for the user.

6. REFUNDS IN CASE OF APPLICATION ERRORS

The company fulfills its responsibilities toward users in orders placed through digital systems, based on the principles of honesty and reasonableness. However, in cases of technical malfunctions, system errors, or incorrect guidance, special refund conditions may apply to prevent user grievances.

• DEFINITION OF APPLICATION ERROR

o Payment was received, but the order is not visible in the system
o Incorrect service type or price was displayed
o Due to a redirection error in the mobile or web panel, the order was recorded incorrectly or incompletely
o An unconfirmed order was automatically processed

• REFUND PROCESS

o The user is responsible for reporting the issue through the support channel
o The company reviews technical logs to identify the error
o If the error is confirmed to be on the company’s side, the full or partial payment will be refunded within 7 business days

• ASSURANCE AND PURPOSE

o The company continuously implements updates to minimize grievances caused by technical issues
o This policy is designed to ensure system transparency and protect user trust

7. REFUNDS FOR PROMOTIONAL ORDERS

For orders placed under company-offered promotions, discounts, or campaigns, refund procedures are subject to special conditions. If the service received by the user was provided as part of a promotion, the refund amount is calculated by considering the effect of the promotion.

• EXAMPLES OF PROMOTIONS

o First order with 100% discount (free of charge)
o Reward programs like “Wash 10, Get 2 Free”
o Free service for purchases above a certain amount

• REFUND RULES

o No refunds are issued for orders that became entirely free through a promotion
o For partially discounted orders, only the paid portion is considered for refund evaluation
o Gifts or free services granted under a campaign may be reclaimed or deducted from the refund amount

• TRANSPARENCY PRINCIPLE

o The company presents the terms of each promotion clearly and understandably to the user before the order is placed
o The validity period and specific conditions of each promotion are stated within the system

8. REFUND TIMEFRAME

Approved refund requests are initiated within 7 business days after the necessary evaluations are completed. The process proceeds as follows:

• PROCESS DETAILS

o Once the request is approved, the refund is processed via the same payment method originally used
o Depending on the bank, credit card, or payment provider, it may take a few days for the refund to reflect in the user’s account
o For digital payment providers like Stripe, this period is typically 3–7 business days

• TRANSACTION TRACKING

o Users are notified about the refund process via email or SMS
o Once the refund is completed, users can check the status in the system or create a support request if needed

• NOTE

o The refund timeframe may vary due to factors such as bank processing times, official holidays, or incorrect user-provided information requiring additional verification
o The company commits to informing the user in case of such delays and will take steps to expedite the process

9. CONTACT

For cancellation, refund, or reimbursement requests, you can reach us through the following channels:

• CONTACT VIA EMAIL

o You may send your detailed request to info@izniyle.com
o Please include the order number, transaction date, and the reason for the refund request in your email

• THROUGH MOBILE APP AND WEB PANEL

o Log into your account and submit a request via the “Support” or “My Orders” menu
o Each request is tracked in our system with a dedicated support ticket number

• PHONE SUPPORT (OPTIONAL)

Due to high volume, email and in-panel support are prioritized. However, if necessary, support may also be provided through the phone line.

• RESPONSE TIME