Table of Contents
Summary (not binding): Because e-pins, in-game currency and similar digital products are delivered instantly with the order, the right of withdrawal does not apply, in line with the statutory exception. For products that were never delivered or turn out to be faulty/invalid, we investigate the issue and, where the claim is justified, refund the price to your Wallet or, where the conditions are met, to your payment channel. In Player Market purchases, the price is held in escrow until you confirm delivery.
ARTICLE 1 — SCOPE
1.1. This Policy sets out the principles governing cancellation, refunds and the exercise of the right of withdrawal in transactions carried out on the Platform operated by Hipopotamya Bilişim Limited Şirketi (the "Company"), a limited liability company incorporated under the laws of the Republic of Türkiye, and forms an integral annex to the User Agreement and the Distance Sales Agreement.
1.2. The Policy regulates three transaction groups separately: (a) direct sales in which the Company is the seller, (b) Player Market transactions in which the Company acts solely as an intermediary, and (c) other services (balance loading, intermediation commissions and Streamer Support).
ARTICLE 2 — DELIVERY AND PERFORMANCE
2.1. Digital Products are delivered following collection of the order amount, electronically and, as a rule, instantly, by being credited to the Member's Platform account (the "My Orders" section) and/or communicated by notification. The moment the code/product information becomes viewable in the Member's account is the moment of delivery.
2.2. For security purposes, on new members' first orders the product content is unlocked upon the Member's "view content" confirmation. Viewing the content constitutes acknowledgement that the product has been received, and refund assessment for viewed content is limited to the faulty/invalid product cases set out in Article 4.
2.3. In the event of supplier-related delays, the Member is informed; for orders that cannot be delivered within a reasonable time, the price is refunded in accordance with Article 6.
ARTICLE 3 — EXCEPTION TO THE RIGHT OF WITHDRAWAL
3.1. Under subparagraph (ğ) of the first paragraph of article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised in "contracts for services performed instantly in the electronic environment or for intangible goods delivered instantly to the consumer". All e-pins, in-game currency, gift cards, digital codes, Hipocard and similar products sold on the Platform fall within this scope.
3.2. Under subparagraph (h) of the same paragraph, the right of withdrawal likewise cannot be exercised for services whose performance begins, with the consumer's approval, before the withdrawal period has expired. By placing an order, the Member acknowledges knowing that the product will be delivered instantly and that, upon delivery, no right of withdrawal will exist.
3.3. This exception also applies to (a) the intermediation service and its commission in Player Market transactions, (b) Streamer Support payments, and (c) the balance loading service credited instantly upon order; these services are performed instantly upon confirmation.
ARTICLE 4 — CANCELLATION AND REFUNDS IN DIRECT SALES
4.1. Cancellation before delivery: Orders that have not yet been delivered may be cancelled upon a request submitted through the support channels; the price is refunded to the Wallet.
4.2. Out of stock / inability to supply: If the product cannot be supplied, the order is cancelled and the price is refunded to the Wallet; upon request, the unspent loaded portion is refunded to the payment channel by the procedure set out in Article 6.
4.3. Product found to be faulty, invalid or already used: A claim that a delivered code is invalid, previously used or cannot be redeemed must be reported through the support channels within 24 hours of delivery. The review is conducted on the basis of the provider's records for the code, its usage logs and, where deemed necessary, evidence to be requested from the Member (including a screen recording showing, without interruption, the process from purchase to the redemption attempt). If the issue is found to originate from the Company or the supplier, the product is replaced or the price is refunded.
4.4. Incorrect or incomplete description: Where the product description contains incorrect or incomplete information attributable to the Company, the Company takes the product back unconditionally; the price is refunded or, at the Member's option, the correct product is delivered, and any resulting price difference is borne by the Company.
4.5. For products described accurately and adequately, the consequences of the Member's choice of the wrong product, wrong region, wrong platform or wrong account rest with the Member. Delivered, non-defective products, used codes and delivered in-game assets are not taken back.
4.6. For pre-order, campaign and promotional products, the special terms announced on the relevant campaign page are reserved.
ARTICLE 5 — CANCELLATION AND REFUNDS IN PLAYER MARKET TRANSACTIONS
5.1. In the Player Market, the sales contract is formed between the buying Member and the selling Member; the Company is an intermediary service provider. Responsibility for the product's content, its delivery and any defects rests primarily with the seller.
5.2. Secured payment (escrow): The price paid by the buyer is blocked with the Company without being transferred to the seller. After the seller has delivered and the buyer has confirmed delivery, the price (less commission) is transferred to the seller.
5.3. Non-delivery / non-conforming delivery: The buyer must raise any claim that delivery did not take place, or that the product does not conform to the listing, through the order chat and the support channels before confirming delivery. The Company reviews the claim on the basis of the order records, the chat content and the evidence submitted by the parties. If the claim is found justified, the transaction is cancelled and the price is refunded to the buyer's Wallet; if it is found unjustified, the price is transferred to the seller.
5.4. After the buyer has confirmed delivery, no refund is made unless the seller's intent or gross fault is proven. In disputes concerning confirmed transactions, the parties may pursue each other under the general provisions of law; the details are set out in the Player Market Terms.
ARTICLE 6 — BALANCE REFUNDS
6.1. Refunds of loaded balance are limited to the unspent amount only and are, as a rule, made to the payment instrument used for loading (bank transfer/EFT loadings to the bank account, card loadings to the relevant card).
6.2. For channels where a refund is technically impossible under the rules of the intermediary institution (e.g. mobile payment), a refund is considered only where mandatorily required by legislation and through an alternative method. For loadings made via digital wallets and alternative payment systems, refunds are made on the basis of the Turkish Lira equivalent actually collected.
6.3. The time it takes for a refunded amount to reach your account varies according to the operational speed of the relevant payment institution, intermediary firm or bank. The Company is not responsible for transfer delays caused by the counterpart institution after it has issued the refund instruction.
6.4. Refunds of loadings made in foreign currency are based on the Turkish Lira amount calculated at the exchange rate applied at the time of collection; the Company is not liable for exchange-rate differences.
ARTICLE 7 — SUSPICIOUS TRANSACTIONS, ABUSE AND CHARGEBACKS
7.1. Where there is serious suspicion that the refund mechanism is being abused (repeated unfounded claims, fabricated evidence, organised abuse), the Company reserves the right to deepen its review, reject the refund request, suspend the account and notify the competent authorities.
7.2. Amounts for which a chargeback has been filed are governed by Article 7 of the Wallet & Balance Terms; where a chargeback is found to be unjustified, the amount concerned and the associated costs are collected from the Member.
7.3. Records of transactions suspected of fraud are retained for the periods prescribed by the Applicable Legislation and are shared upon a duly made request of the competent authorities.
ARTICLE 8 — REQUESTS AND REMEDIES
8.1. Cancellation and refund requests are submitted through the support channels on the Platform or to [email protected]. Requests are, as a rule, answered within 48 hours at the latest; where a review is required, the Member is kept informed about the process.
8.2. Members qualifying as consumers may submit their complaints and objections, within the applicable monetary limits, to the Consumer Arbitration Committee of their place of residence or of the place where the transaction was made, and, for disputes above those limits, to the Consumer Court.
ARTICLE 9 — ENTRY INTO FORCE
9.1. The Company may update this Policy; the current version is published on the Platform. Matters not regulated in this Policy are governed by the User Agreement, the Distance Sales Agreement and the Applicable Legislation.