1. Our Commitment to Customer Satisfaction

PALMER TEKNOLOJİ LİMİTED ŞİRKETİ (trading as “CarFormula”) is dedicated to providing high-quality services and a positive customer experience. We value your trust and strive to meet your expectations in every interaction. This Disputes & Complaints Policy establishes a clear and transparent process for resolving any issues that may arise.

2. What Constitutes a Complaint?

A complaint is any formal expression of dissatisfaction with our services, digital products, website functionality, customer support, or any other aspect of our business, where a response or resolution is explicitly expected.

3. How to Submit a Complaint

We encourage you to first contact our support team for immediate assistance. If your issue remains unresolved, you may file a formal complaint using the following method:

  • Primary Method: Email
    Please send a detailed email to [email protected].

    To ensure a swift and effective investigation, please include the following information in your complaint:

    • Your full name and contact information (including a phone number).

    • Your CarFormula account username or associated email address.

    • A clear description of the complaint, including relevant dates and transactions.

    • Any supporting documents, such as screenshots, order confirmations, or previous correspondence.

    • A clear statement of the resolution you are seeking.

4. Our Complaint Handling Procedure

Upon receiving your formal complaint, we will adhere to the following procedure:

  1. Acknowledgment of Receipt: We will send a formal acknowledgment of your complaint via email within three (3) business days.

  2. Investigation: Your complaint will be assigned a unique reference number and will be thoroughly investigated by a designated complaints handler. This process may involve reviewing your account activity, transaction records, and communications with our team.

  3. Response and Resolution: We aim to provide a substantive response and a proposed resolution within fifteen (15) business days from the date of acknowledgment. For complex issues that require a longer investigation, we will notify you of the delay and provide a revised timeframe.

  4. Final Decision: Our final response will detail the outcome of our investigation, the reasons for our decision, and any actions we will take to resolve the matter.

5. Escalation Process

If you are dissatisfied with the initial resolution provided, you may request an internal escalation. Please state “Request for Escalation” in the subject line of your reply email, and your case will be reviewed by a senior manager.

6. Governing Law and Jurisdiction

This policy, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it, shall be governed by and construed in accordance with the laws of the Republic of Türkiye.

You and PALMER TEKNOLOJİ LİMİTED ŞİRKETİ irrevocably agree that the courts of İstanbul, Türkiye shall have exclusive jurisdiction to settle any such dispute or claim.

7. Consumer Rights and Alternative Dispute Resolution (ADR)

As a company registered in Türkiye, we respect and adhere to the provisions of the Law on the Protection of the Consumer No. 6502 and other relevant regulations.

If our internal complaint process does not lead to a satisfactory resolution, you, as a consumer, have the right to apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) in your province or to the Consumer Courts (Tüketici Mahkemeleri).

Before initiating such formal proceedings, you may also refer your complaint to the Consumer Problems Arbitration Committee at the Üsküdar District Governor’s Office, or utilize online ADR platforms approved by the Ministry of Trade of Türkiye.

8. Policy Updates

We may update this Disputes & Complaints Policy from time to time to reflect changes in our practices or legal obligations. The latest version will always be posted on our website at https://carformula.net/.