Cancellation and Refund Terms

Last updated: 2026-09-29

1. In short

• Posting a request and receiving quotes is free. Customers are never charged.
• You pay the price of the service directly to the service provider you agree with. Senin Ekip does not collect, hold or refund that price.
• Service providers pay a quote fee, which varies by service, from their Platform balance when they send a quote. That fee and balance top-ups concern service providers only.

2. Customers: cancelling and backing out

• Before you agree: you can cancel your request at any time, free of charge (“Cancel request” in the app). Nothing is owed.
• After you agree: you can tap “Back out of the agreement” in the app; the service provider is notified immediately. Senin Ekip charges customers no cancellation fee.
• Right of withdrawal: for services covered by the Distance Contracts Regulation you have a 14-day right of withdrawal. There is no right of withdrawal for goods transport (moving) on a specific date, or for services whose performance began within the withdrawal period with your consent (Regulation Art. 15). This is also stated in the Pre-Contract Information shown before you agree.
• After the service has started: the price of work already done and the consequences of backing out are settled between you and the service provider under the law.
• To back out or withdraw, use the steps in the app or write to destek@seninekip.com.

3. Customers: refunds

• Because you pay the service provider directly, a refund of the price is requested from that provider. Senin Ekip does not intermediate payments and does not assume payment obligations on behalf of the provider.
• If the service is defective, under Art. 15 of Consumer Protection Law No. 6502 you may ask the provider to redo it, repair it free of charge, reduce the price, or withdraw from the contract (refund).
• If you have a problem, write to us via “Report a problem” on the job page; we review the provider, restrict their account if needed and put the parties in touch to find a solution.
• In disputes you can always apply to the consumer arbitration committee or the consumer court (details: Terms of Use, Art. 6).

4. Service providers: quote fee and its refund

• The quote fee varies by service; it is shown and your approval is requested before you send a quote. Updating a quote and asking the customer questions is free.
• The quote fee is not refunded under any circumstances: not if the customer cancels the request, not if the job date passes with nobody hired, not if the customer selects another quote, not if the customer backs out after agreeing with you, not if you withdraw your quote or abandon an agreed job, and not if the request is closed by Senin Ekip.
• The quote fee is the price of sending a quote and accessing the request details; hiring or work outcomes are not guaranteed.
• Incorrect balance deductions caused by Senin Ekip's system error (e.g. a duplicate charge for the same quote) are corrected as error corrections, not refunds; write to destek@seninekip.com.

5. Service providers: balance top-ups and balance refunds

• Balance is topped up by card in the “Top up balance” section; amounts include VAT and Senin Ekip issues an invoice. Balance can only be used to pay quote fees; it cannot be cashed out or transferred.
• The welcome gift balance and balances added as compensation cannot be cashed out and are not refunded; remaining gift balance is deleted when the account is closed.
• The unused part of purchased balance is refunded only in the following cases: (a) you do not accept a change to the agreement and terminate it, (b) Senin Ekip terminates the agreement for a reason other than your material breach, or (c) you close your account of your own accord. The refund is made within 30 days of your request to the card used for payment, in proportion to the unused balance of the relevant top-up. In other cases unused balance is not refunded.
• Details: Service Provider Agreement, Art. 5.

6. How to apply

Send cancellation, refund and balance refund requests via “Help → Write to us” in the app or to destek@seninekip.com. Requests are answered within 1 business day. If a refund is approved, payment is made to the card used, within 30 days at the latest. Our company details are on the Legal Notice page.