General Principles
All reservation transactions carried out through the LIQAVO App are subject to the Turkish Consumer Protection Law No. 6502 and the Distance Sales Regulation (Mesafeli Sözleşmelere Dair Yönetmelik). Each service (venue, event, transfer) operates under its own cancellation policy as set by the service provider. The relevant cancellation terms are clearly shown in the App before the BUYER sends the reservation request. Refund IBAN: the bank account previously defined by the BUYER in the account settings. Where a refund is required, the venue partner sends the refund from its own banking app to this IBAN by bank transfer and marks it as "Refund Sent" in the App. The refund IBAN is stored encrypted in the database and is used only when a refund payment is required.
Cancellation and Refund of Venue Reservations
For venue reservations the deposit system is applied according to the venue's preference. - Cancellation within the free cancellation period: For cancellations made within the free cancellation period set by the venue (e.g. 24 hours), any deposit paid is refunded in full by the venue to the BUYER's refund IBAN by bank transfer. - Late cancellation: For cancellations made after the free cancellation period, the refund rate set by the venue (between 0% and 100%) applies. The refund rate is shown in advance on the relevant venue's reservation screen. - Cancellation by the venue or LIQAVO: In case of cancellations made by the venue partner or LIQAVO, the full amount of the deposit paid is refunded unconditionally. - Check-in at the venue: When the BUYER arrives at the venue the reservation is deemed used. The deposit paid may, depending on the venue's rules, count towards a minimum spend or be offset against the service fee. The refund operation is carried out by the venue partner, by bank transfer to the BUYER's refund IBAN.
Cancellation and Refund of Event Reservations
Completed and confirmed event reservations are not subject to refund, cancellation or change unless the event is cancelled by the organiser or by LIQAVO. The ticket fee is treated as a fully performed service. Exception: If the event is cancelled by the organiser or by LIQAVO, the amount paid is refunded unconditionally to the BUYER's refund IBAN. The refund period is no more than 14 days as long as the BUYER's refund IBAN is defined. For external-link events, since LIQAVO is not the seller, the refund process is entirely subject to the conditions of the third party to which the user is redirected; LIQAVO is not a party to that process.
Sports and Tennis Court Reservations
Tennis court, surf session and similar sports reservations fall within the venue category and are subject to the venue reservation cancellation and refund terms. The free cancellation period, late-cancellation rates and no-show rules set by the court or session provider are shown to the BUYER on the reservation screen. Where a refund is required, the venue partner sends the refund by bank transfer to the BUYER's refund IBAN.
How the Refund Process Works (IBAN Bank Transfer)
Refunds are made by IBAN bank transfer, sent by the venue partner directly to the BUYER's refund IBAN. There is no automated chargeback or bank-side automatic reversal; the refund flow is completed in the banking channel by a manual transfer sent by the venue partner. The refund flow operates as follows: 1) For a reservation entitled to cancellation or refund, the App shows the refund IBAN defined by the BUYER in account settings to the venue partner (as an encrypted snapshot). 2) The venue partner sends a bank transfer to this IBAN through its own banking app or internet banking. 3) The venue partner marks "Refund Sent" in the App. 4) Once the BUYER confirms that the transfer has reached their account, the process is completed. If your refund IBAN is not defined or is incorrect, the refund cannot be processed. In that case you are asked to contact support@liqavo.com to define a valid IBAN and start the refund process. The time for a bank transfer to be reflected on your account may vary between 1 and 5 business days; this period depends on the banks' internal processing and is outside LIQAVO's control.
Unpaid and Expired Reservations
If the BUYER does not make the deposit payment for an approved reservation to the venue's IBAN within 30 minutes of the reservation request, or the venue partner does not confirm receipt of the payment, the reservation is automatically expired and cancelled by the system. No fee is charged in this case. If expired reservations occur repeatedly, the strike protection mechanism described under user obligations applies and a 1-hour ban on new reservations is imposed.
Unauthorised Use and Fraud
If, after a reservation, it is detected that the BUYER's account or bank account has been used by unauthorised persons, or that the bank transfer made has been reversed by fraudulent means (chargeback, bank complaint etc.), the relevant reservation is cancelled and the account may be suspended. If you notice any unauthorised access, sign-in or false reservation on your account, you must immediately notify support@liqavo.com or the in-app support channel.
Force Majeure
If the service cannot be performed due to natural disasters, epidemics, fire, war, terrorism, strikes, lockouts, widespread internet or banking infrastructure outages, decisions of authorised bodies or similar reasons beyond the parties' control, the BUYER is informed by in-app notification or e-mail. The BUYER may request the cancellation of the reservation and the refund of the amount paid by bank transfer to the refund IBAN, or its postponement to a new date once the impediment has ceased. The refund process is initiated within no later than 14 days.
Withdrawal Period
In service contracts, the withdrawal period is, as a rule, 14 days from the date the contract is concluded. However, pursuant to Article 15 of the Distance Sales Regulation (Mesafeli Sözleşmeler Yönetmeliği), the right of withdrawal cannot be used for services whose performance has started and been completed with the consumer's consent before the withdrawal period has expired (arriving at the reservation, the transfer having started, attending the event). For cancellation requests made within the withdrawal period and before performance has started, the amount paid is refunded to the refund IBAN by bank transfer within 14 days.
How to Submit a Cancellation Request
Venue Reservation: through the App, via My Reservations > the relevant reservation > Cancel button. Event Reservation: cancellation by the user is not possible on completed reservations; cancellations initiated by the organiser or LIQAVO are notified automatically. LIQAVO Drive: an active transfer reservation can be cancelled within the App before a driver is assigned. Once a driver has been assigned, the transfer company's cancellation policy applies. Support: for questions regarding the cancellation process you may write to support@liqavo.com or use Account > Help and Support inside the App.
Refund Conditions and Timeline
For reservations entitled to a refund, the venue partner is obliged to initiate the refund operation by bank transfer to the BUYER's refund IBAN within no later than 14 days from the date the cancellation is notified by the system. The time for a bank transfer to be reflected on the BUYER's account may vary between 1 and 5 business days; this period depends on the workings of the banking infrastructure. In situations arising from the BUYER's own fault (no-show, late cancellation, defining the IBAN incorrectly etc.), the venue's cancellation policy applies. Users without a defined refund IBAN must contact support@liqavo.com and provide a valid IBAN in order to initiate the refund process.
Non-Refundable Services
Refunds cannot be made in the following cases: - Services whose performance has started and been completed with the consumer's consent, - Completed event tickets (where the event has been attended), - Venue reservations where a check-in has taken place, - Services specifically tailored to the BUYER's special request, - Reservations cancelled late where the refund rate is announced as 0% according to the venue's cancellation policy, - No-show reservations (where the user did not arrive at the reserved time).
Default and Misuse
If it is detected that the BUYER created an account with false information, used another person's IBAN or identity information, overloaded the system with automated tools, or misused the operation of the system by repeatedly creating unpaid expired reservations, sending false payment notifications or repeatedly cancelling, the BUYER's account may be temporarily or permanently suspended, protection mechanisms (rate-limit, cooldown, strike) may be triggered and LIQAVO reserves the right to claim its damages. If the BUYER reports a bank transfer but does not actually send one, the reservation is cancelled; in case of repetition the account may be closed.
Contact
For all questions, requests and complaints regarding cancellation and refund processes: E-mail (support and refunds): support@liqavo.com E-mail (legal and KVKK): legal@liqavo.com In-app support: Account > Help and Support You can update your refund IBAN in the App from Account > Payment Information.