Cancellation and Refund Terms

1. General

Cancellation and refund requests for services purchased from PatiLee are assessed under Turkish Consumer Protection Law no. 6502 and the Regulation on Distance Contracts, and in accordance with the terms below. Requests should be sent to patilee@patilee.com or made by telephone on 0850 840 86 00.

2. Right of Withdrawal and Its Exceptions

Under article 15 of the Regulation on Distance Contracts, the right of withdrawal may not be exercised for services that must be provided on a specific date or during a specific period, such as boarding and daycare, or for services whose performance has begun with your consent (bathing, grooming, training and the like). Outside these exceptions, your 14-day right of withdrawal is reserved.

3. Cancelling a Booking or Service

Even for services covered by an exception to the right of withdrawal, we accept cancellations on the following good-faith terms (the periods and rates are set by the business and may be updated):

• Boarding & daycare: cancellations made at least 48 hours before the check-in date are refunded in full. For cancellations made less than 48 hours in advance, the equivalent of one night or one day is deducted and the balance refunded. Once the service has begun, on early departure the fee for unused nights is credited to the customer's account for use on future services; on request it can be refunded by bank transfer. A started day is charged.
• Training: cancellation notified at least 14 days before the start date gets a full refund of the training fee; later cancellation, or the Owner withdrawing after training starts, gets no refund. If PatiLee stops training, or the dog cannot continue because of its health or suitability for training, the unused period is refunded pro rata (except termination for false declaration, behaviour endangering safety or unpaid debt).
• Test: a test already performed is not refunded.
• Grooming and bathing (by appointment): cancellations made at least 24 hours before the appointment are refunded in full; no refund is made for later cancellations or for failure to attend the appointment (no-show).
• Services requested by the customer are not refundable once their performance has begun.

4. How Refunds Are Processed

Approved refunds are made to the same card or account used for payment and by the same method. Depending on the processes of Garanti BBVA and the relevant card issuer, the refund is issued within 14 days at the latest from the date the request is approved. The time it takes to appear on your statement may vary from bank to bank. Refunds are not made in cash or in person.

5. Situations in Which No Refund Is Made

• Termination of the service because the duty of declaration was breached (incomplete or inaccurate information about health, vaccinations, aggression and so on);
• Termination of the service because the facility rules were not observed (see Terms of Service);
• Services that fall within an exception to the right of withdrawal and whose performance has already begun.

6. Contact

For cancellation and refund requests and any questions: patilee@patilee.com · 0850 840 86 00 · Ayşegül ÜNER (PatiLee Premium Pet Resort), Uskumruköy Mh. Enez Sok. No:2/1, Sarıyer / İstanbul · Sarıyer Tax Office 3590169696. We are open Monday to Saturday from 09:00 to 19:00; closed on Sundays.