CONSUMER INFORMATION FORM

This Consumer Information Form (“Form”) has been prepared by Sipay Elektronik Para ve Ödeme Hizmetleri A.Ş. (“SiPay”), located at Küçük Çamlıca Mah. Ord. Prof. Fahrettin Kerim Gökay Cad. Acıbadem No: 49, İç Kapı No No:1, Üsküdar / Istanbul, with the Mersis number 0771052810300001, in accordance with Article 48 of the Regulation on Payment Services and Electronic Money Issuance and Payment.


1- COMPLAINT AND OBJECTION RIGHTS

1.1. You may submit any complaints and objections regarding the services (“Service”) provided by SiPay via the email address with the extension info@sipay.com.tr or through the phone number 0 (216) 706 22 66 and/or by sending a notarized letter or registered mail with return receipt to the address of SiPay as reported in this Form.

1.2. SiPay will respond to your complaints and objections within 20 (twenty) days from the date of application, including the reasons. If SiPay does not respond to your application within 20 (twenty) days from the date of your application, you may submit a complaint to the arbitration committee within 60 (sixty) days following the end of the aforementioned period; or if you find the response provided by SiPay insufficient, within 60 (sixty) days from the date of receiving the response, by filling out the relevant application form.

1.3. For the evaluation, analysis, and resolution of any disputes that may arise between SiPay and Users, within the framework of the provisions of the Law No. 6502 on Consumer Protection (“Law”) and other laws that grant application rights, while reserving these rights, you may apply to the arbitration boards established by the Association of Payment and Electronic Money Institutions of Turkey (“TÖDEB”).

Click here for the Regulation on Principles and Procedures Related to the Individual Customer Arbitration Board of the Association of Payment and Electronic Money Institutions of Turkey.

Click here for the Information Brochure.

Click here for the Arbitration Board Application Form.

2- SECURITY AND PROTECTION MEASURES

To ensure that you can securely obtain the services you have received from SiPay, we offer some suggestions below. Being informed about the topics we mention below and taking your own precautions as a conscientious internet user will enable you to more safely benefit from the transactions you conduct online.

For your security;

  • Do not trust links found on other websites or in emails, and do not use these links for access.
  • Do not click on links if you are unsure about their sources.
  • To avoid fraud attempts, do not share your account password with anyone, including SiPay staff. In case of suspicion of fraud, you should immediately contact our call center at 0 (216) 706 22 66 to report the situation.
  • Do not trust social media accounts and websites that are created by impersonating the SiPay name; also, disregard emails or SMS messages from unknown sources asking you to enter personal information or your password details.
  • When setting your SiPay password, in addition to adhering to the password security standards applied by SiPay, do not use information that could be easily guessed by others, such as your birth date, special days, or significant years, to create your password.
  • Ensure that your phone number and email address registered with SiPay are up to date to receive security-related calls and notifications about your SiPay account, and promptly update your information if there are any changes.
  • Check your account activities at regular intervals. If you encounter any suspicious transactions, immediately inform SiPay by calling our call center at 0 (216) 706 22 66.
  • If your phone, which receives SMS passwords, is lost, stolen, or forcibly taken from you for any reason, you must immediately report this by calling our call center at 0 (216) 706 22 66.

3- PRICING

You can access the fees for services provided by SiPay through the Monthly Limits and Fees Annex available on SiPay’s website. The pricing for services offered by SiPay is determined with consideration to cost and performance, and necessary care is taken to ensure that the pricing is done in a fair and transparent manner.