Delivery Cancellation and Refund Policy
Service provider and data controller: Esma Toker. Tax office: Ürgüp. Address: Evka Mah. 427 Sk. Seyir Evler Kon. Yapı Koop. B Blok No 8 İç Kapı No 1 Ürgüp / Nevşehir, Türkiye. Website: https://www.esmatoker.com. Email: esmaatoker@gmail.com. Telephone: +90 539 239 38 90.
Delivery model
The website offers one-to-one training, coaching and an e-book. No physical shipment is involved. For training and coaching, the client is contacted within 24 hours after payment to arrange an appointment. The e-book is sent by email in the selected language within 24 hours. If you experience a delivery problem, contact esmaatoker@gmail.com with your order number.
Packages and appointments
The eight-session package and VIP Coaching are valid for one month from the purchase date; exact dates appear in the order. If consent for an early start is not given, the service start date and package schedule are adjusted accordingly. A single session is valid for one month from purchase; each session lasts 50–60 minutes. Requests to cancel or reschedule a session must be communicated at least 12 hours before the agreed session time. A booking cancelled with less notice, or a booking the client does not attend, is counted as a used session under the appointment policy disclosed in advance. This policy does not remove the statutory right of withdrawal, rights arising from cancellations by the provider, or rights relating to defective services. Force majeure and justified reasons are assessed according to the circumstances; mandatory consumer protection provisions remain applicable. A delay or cancellation by the provider does not automatically cause the client’s unused entitlement to expire.
Statutory withdrawal
You may withdraw within 14 days of the conclusion of the service agreement without giving a reason or paying a penalty. The statutory exception may apply to services actually started within this period with your separate consent. Consent alone does not mean performance has begun. Under the current model of e-book delivery by email within 24 hours, a 14-day right of withdrawal is granted from the conclusion of the agreement. No blanket rule that refunds are unavailable under all circumstances applies.
How to submit a request
Send your withdrawal notice or complaint to esmaatoker@gmail.com or in writing to the provider’s address above. Including your name and surname, order number, purchased service and request helps us process it. No reason or mandatory form is required for withdrawal. Telephone support is available, but withdrawal notices should be sent in writing or on a durable medium.
Refund processing
Following valid withdrawal, the amount is refunded within 14 days of receipt of the notice at the latest, using a method appropriate to the original payment instrument. No commission or processing deduction is charged to the client. Refund transaction information is shared where needed to track payment-provider and bank processing; the bank’s processing procedure does not remove the statutory refund obligation.
Undelivered or defective services
Your statutory rights remain unaffected if a service is not provided, is provided incompletely, or the digital book does not meet the agreed specifications. Applicable remedies such as repeat performance, correction, a price reduction or termination of the agreement are assessed according to the issue. Appointment rules or withdrawal exceptions do not remove rights relating to defective services.