Delivery & Returns

1.1 Nature of Service

Vistumo provides a digital service that facilitates the payment of mandatory tourist taxes on behalf of travelers. Our service is entirely electronic—there are no physical products to ship or deliver.

1.2 Delivery Process

Upon successful completion of your payment, processing begins immediately. Our service delivery includes the following steps:

1. Payment Processing - Your payment is securely processed through our payment processor
2. Government Submission - We submit your information to the relevant government tourism portal on your behalf
3. Confirmation Delivery - You receive your tax payment confirmation via email
4. QR Code/Document - Where applicable, you receive the official QR code or confirmation document

Please note that while processing begins immediately upon payment, completion depends on the availability and response time of the respective government portal, which is outside our control.

1.3 Delivery Timeline

1.4 Delivery Guarantee

Note: Delivery times may vary depending on government portal availability and processing times, which are outside our control. In most cases, delivery is completed well within the guaranteed timeframe.

Your tax confirmation and QR code documents are delivered through two channels:

• In-app: Your documents are available in the My Trips section of the Vistumo app once processing is complete.
• Email: Documents are also sent to the email address you provide during the payment process.

Please ensure:

• You provide a valid, accessible email address
• You check your spam/junk folder if you don't receive our emails
• You add contact@vistumo.com to your safe senders list

If you haven't received your document within a few hours, check the My Trips section in the app and your spam/junk folder. If you still cannot find it, contact us at contact@vistumo.com with your transaction details. Note: If your QR code or confirmation document is not delivered within 24 hours, our delivery guarantee applies and you are entitled to a full refund (see Section 3).

3.1 Cancellation Before Processing

When you place an order on Vistumo, we begin processing your request. If we have not yet submitted your information to the relevant government portal, you may request cancellation by emailing contact@vistumo.com with your order details. Upon verification that registration has not been completed, we will cancel your order and issue a full refund. Once your information has been submitted to the government authority, cancellation is no longer possible.

Once the service is completed (i.e., your QR code or confirmation document has been delivered to you), the transaction is final and irrevocable. We cannot retrieve funds that have been transmitted to government systems.

3.2 Non-Refundable Items

Once the service is completed (QR code or confirmation delivered), the following are non-refundable under all circumstances:

• Service fees charged by Vistumo
• Tourist tax amounts transmitted to government authorities
• Orders where incorrect information was provided by the user
• Orders where travel plans changed after payment

3.3 Refund — Delivery Guarantee

If we are unable to deliver your QR code or confirmation document within 24 hours of successful payment (as confirmed by our payment processor), you will receive a full refund (tourist tax amount plus service fee) to your original payment method. Please contact us at contact@vistumo.com if you have not received your document within this timeframe. This guarantee does not apply where delivery failure is caused by an invalid, inaccessible, or incorrect email address provided by you.

This policy is in accordance with:

• Turkish Law: Article 15/ğ of the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), issued under Consumer Protection Law No. 6502 — exemption for digital services performed immediately with consumer consent
• EU Law: Directive 2011/83/EU, Article 16(a) — exemption for service contracts fully performed with prior express consumer consent and acknowledgement of loss of withdrawal right

Please note that this waiver of the right of withdrawal is only valid if you provided your express consent at checkout by ticking the required checkbox. Your consent is recorded in your order details.

5.1 Refunds (Delivery Guarantee)

If your order is not completed within the 24-hour delivery guarantee, you are entitled to a full refund. Please contact us at contact@vistumo.com with your order details if you have not received your document within this timeframe. You will receive an email notification when the refund is initiated.

5.2 Technical Error Refunds

For other technical issues (duplicate charges, system malfunctions), please contact us within 30 days of the transaction date:

1. Contact us at contact@vistumo.com with your order details and description of the issue
2. Our team will investigate and verify the issue within 2-3 business days
3. If approved, refunds are credited to the original payment method

5.3 Refund Timeline

If you are dissatisfied with our service or have a dispute regarding your transaction, please contact us first:

We are committed to resolving all issues fairly and promptly. We aim to respond to all complaints within 12 hours and resolve disputes within 14 business days.

This policy should be read in conjunction with our other legal documents:

• Terms of Use — general terms governing your use of the Vistumo platform
• Privacy Policy — how we collect, use, and protect your personal data
• Distance Sales Agreement — governing the sale of our digital services under Turkish consumer law

For any questions about delivery, refunds, or returns, please contact us: