Payment and refund terms

The payment gateway

Payments run through the Trawili gateway. Your card or account never reaches us: the payment page belongs to the gateway and we receive only the order number, amount, currency and status.

This path is in test mode today: the prices are published on the membership page, but real selling is not open yet and no amount has been taken from anyone so far. Until the official opening, no amount is taken from you unless it is stated explicitly on that page.

What is actually sold

Three things can take money from you: moving up a membership level, club membership — the one membership a company or a person holds, carrying seats for up to five colleagues — and a ticket for a paid event. Each has its own refund rule, written separately below.

Advertising on the lounge wall is not sold through this gateway. A company's promotion is arranged separately and needs human approval before it plays, so no payment page exists for it and nothing on this page applies to it.

Two further purposes are named in the system — "service request" and "programme" — but no path creates an order with them today. If they open, this text is updated before the first sale.

Which law applies

We are established in Turkey and this text is written on the basis of Law 6502 on Consumer Protection (Tüketicinin Korunması Hakkında Kanun) and the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği). Governing law and competent courts: Turkish law, and the courts of Istanbul.

Article 3 of Law 6502 defines a consumer as a natural or legal person acting for non-commercial and non-professional purposes. The test is the purpose of the purchase, not whether the buyer is a person or a company — so a company can be a consumer too, in the right circumstances.

Our default is cautious: we treat every natural person as a consumer, even when the membership serves their professional work. A club membership bought by a company for its business is a contract between two businesses; the consumer right of withdrawal does not apply to it and the terms for ending it are written into that contract.

What you see before you pay

The regulation requires that, before you come under an obligation to pay, you see the contract information as a whole and separately — including whether you have a right of withdrawal — and confirm that you have read it. Today the payment page shows what you are buying, the amount and the currency, but the pre-contract information form and the "I have read and accept" confirmation have not been built, and this page is not linked beside the pay button.

We write this plainly because a gap in the disclosure counts against us, not against you: until that form exists we will not rely on the gap in any dispute. Building it is recorded on our legal review register.

When a payment becomes final

We do not trust the browser redirect. An order becomes paid only when our server confirms directly with the gateway and the order number, amount and currency match what we issued. If they do not match, the order stays open and the finance team checks it by hand.

Currency

The priority is lira, dollar and euro, then yuan, dirham, Saudi riyal, Kuwaiti dinar, Qatari riyal and Iranian rial. Only a currency the gateway actually accepts is open for payment; a currency you do not see on the page is not open yet.

A refund is made in the same currency you paid in. The exchange-rate difference between the day you paid and the day the money goes back is not in our hands, and we neither add to it nor take from it.

Invoice

The invoice is issued to the name and address recorded on your account. If you need a company invoice, complete your company details and tax number on your account before paying; correcting an invoice after it is issued is not always possible. Value added tax and any statutory charge are separate and appear on the invoice.

The fourteen-day right of withdrawal

If you are a consumer you may withdraw from the contract within fourteen days, without giving any reason and without paying any penalty. In a service contract — and what we sell is a service — those fourteen days run from the day the contract is concluded, not from the day you use the service.

To withdraw, write to us before those fourteen days are up; no particular form is needed and no reason is needed. From the day your notice reaches us we have fourteen days to return everything we took, in a single payment and by a route that suits the payment instrument you used — with nothing deducted and no cost to you.

If we have not informed you properly about the right of withdrawal, you are not bound by those fourteen days: the period runs for one year beyond the day those fourteen days would have ended. And if we inform you properly within that year, a fresh fourteen days start from the day of that proper notice.

Where the right of withdrawal does not apply

The regulation puts some contracts outside the right of withdrawal, unless the parties agree otherwise. Two of them touch what we do:

The rest of the list in the regulation is about goods — made to order, perishable, an opened package unsuitable for return on hygiene grounds — and we do not sell goods.

• Services that must be performed on a specific date or in a specific period and serve the use of leisure time. A dated event ticket and a booked lounge day fall under this one.
• Services whose performance has begun, with your express consent, before the withdrawal period ends. We do not rely on this one today: that express consent is not collected from you yet, so even when a level or a seat opens at the moment of payment, your fourteen-day right of withdrawal stays where it is.

Moving up a membership level

A confirmed payment grants the level and it is active from that moment. There is no automatic renewal, and a level you bought has no end date today.

Within fourteen days of paying you can withdraw and get the whole amount back — even if you used your level during that time. We do not deduct anything for the days you used, because the express consent that would allow such a deduction was never taken from you.

After those fourteen days the amount paid is not returned, unless the service we promised was not provided. In that case you have the rights Law 6502 gives for a defective service: the service performed again, a reduction in price in proportion to the defect, or rescission with the price returned.

If the payment is confirmed but the level does not open, the fault is ours, not yours: tell us and we either open it or give your money back. A failed or abandoned payment changes nothing; your upgrade request stays open and can be paid for up to thirty days.

Club membership, seats and credits

Club membership begins when payment is confirmed. From that moment the seats are open, the colleagues you invite can use them, and that level's annual sessions land in the membership wallet. The term is twelve months and does not renew by itself — the law does not accept an automatic-renewal clause in a subscription contract either.

The first fourteen days are like any other purchase: withdraw, and the whole amount comes back.

After that, where the holder is a natural person, this is a subscription contract: you may end it whenever you like, with no penalty. We accept the termination by the same route you used to take the membership out, never a harder one. We action the request within seven days at the latest and return the unused part of the amount within fifteen days, with nothing deducted.

The session ledger determines the unused part. Every booking spends sessions: the holder, each colleague with a seat, and every guest they bring. The ledger is append-only — a session that has been spent is spent, and giving it back is a new line that staff add with a recorded reason.

Where the holder is a company that took the membership for its business, this is a contract between two businesses: the consumer right of withdrawal and the subscription termination rule do not apply to it, and the terms for ending it are written into that contract.

The end of the term closes the seats and club entitlements lift at that moment. Nobody's record is deleted and their network stays in place; they simply fall back to a lower level.

Event tickets

A ticket for an event held on a specific date falls under the exception for dated services, so the fourteen-day right of withdrawal does not apply to it. We say this plainly here, because the law wants you to know before you buy.

But the exception does not force us to be strict: cancel up to seven days before the event and get the full ticket price back. After that the seat has been held for you and the price stays with us.

There is no cancel button on the event page today; tell us and the team closes the registration. The earlier you tell us, the sooner your place reaches the next person in line.

If we cancel or move an event, the money goes back to the payment instrument you used — that is our default, not a credit. If you prefer, you take a credit for the next event instead — the choice is yours, not ours.

If the event is not what we promised, this is no longer a cancellation: the service is defective and you have the same rights under Law 6502 — the service performed again, a reduction in price, or rescission with the price returned.

A confirmed payment always makes the registration final, even if the thirty-minute hold has expired and the room has filled. If that overfills the room, we cancel the registration and return the full amount; that is our cancellation, not yours.

An invitation seat a member gave you costs nothing and has nothing to refund; that member's yearly quota comes back only if the event is cancelled. And if you came to a paid event as a guest and joined within thirty days, the ticket price is credited against your membership fee — that is a credit, not a refund, and it does not come back as money.

How to ask, and when the money arrives

Write to the contact address on your invoice and tell us the order number, when you paid, and which one you want: withdrawal, ending a subscription, or a refund of a ticket. No particular form is needed.

The time limits are these: fourteen days to withdraw, and fourteen days from your notice reaching us for the money to be returned. For ending a subscription, seven days at the latest to action the request and fifteen days to return the unused part.

The money goes back by the instrument you paid with, in a single payment. If you paid by card, putting the amount into your account is the responsibility of the bank that issued the card and it may take a few more banking days; that delay is not ours, but chasing it is.

The technical refund path has not been built in the system today: a payment order has no "refunded" status and the finance team makes every refund by hand. That makes the work slower, not impossible — and the time limits above still stand.

When a payment is left half-done

If the amount left your account but the order stayed open, press re-verify on your payments page. The system also re-checks open orders by itself every ten minutes. If it still does not resolve, send us the gateway receipt.

What a payment activates

A confirmed payment for a level upgrade, a club membership or an event ticket takes effect at that moment: the level is granted, the seats and credits open, the registration is confirmed. It happens when our server confirms the payment, not when your browser comes back.

One older path is still manual: an order recorded only under the general "membership fee" purpose creates no subscription and no invoice by itself. If you paid and nothing opened, it is not your mistake — tell us.

Disputes, complaints and where to take them

If the gateway reports something contradictory about a closed order, we do not change the status automatically: the event is recorded, the finance team sees it and follows up. No payment status changes without an audit trail.

If you do not reach a result with us, the official route is open. Below the monetary threshold the Ministry of Trade announces each year, applying to the consumer arbitration committee (tüketici hakem heyeti) is mandatory and a case at that amount does not go to court; above the threshold, you go to a mediator (arabulucu) before filing, and then to the consumer court. We do not write the threshold figure here because it changes every January, and putting it in a text that does not change would make it wrong once a year — ask the committee, or us, for the current year's value.

You may apply to the committee where you live or to the committee where the transaction took place. That route is your right and does not depend on what answer we gave you.

What is still a default, not a decision

A few numbers and rules on this page are defaults waiting for the owner's decision or the lawyer's confirmation. They are tracked on our legal review register and on the owner's decision list, and until a decision is made what is written above is what applies:

• The window for you to cancel a ticket, set at seven days today.
• An event cancelled by us: the default is money back, and credit only if you ask for it.
• The club term is exactly twelve months, and the wording of the statute and the wording of the regulation do not line up precisely at that point. We have taken the reading that favours you: end it whenever you like, with the unused part returned.
• A membership with no end date: is it a subscription contract at all? If it is, the right to end it at any time applies to it too — although no proportional part would be left to return. Until the lawyer answers, we have not treated a level upgrade as a subscription.
• Carrying a year's unspent sessions over to the next year.
• Whether the gateway offers a refund call at all; until it does, every refund is made by hand.

What this text is, and is not

This page explains the rules we apply and the law they are written on. It is not legal advice, and no clause in it reduces a right that mandatory Turkish law gives you. Wherever the two disagree, the law wins.

The text has been published since 2026-10-18, and our legal counsel can revise it from the panel; every revision creates a new version and is published after management approval, so the version you accepted does not change. Article numbers and deadlines are taken from Law 6502 and its regulations. If you see a mistake anywhere, tell us.