Distance Sales Agreement

This document sets out the general terms for meal orders paid by an individual cardholder through iştebu! yemek. The Seller, meal, quantity, service date and time, delivery point, price tiers, estimated price, maximum authorization, selection deadline and other order-specific information shown at checkout form an integral part of this agreement.

1. Parties and roles

Buyer

The account holder who places the order in their own name and confirms the payment obligation. The Buyer’s identity, contact details and order records are shown in their account and order summary.

Seller

The caterer that prepares and delivers the meal and issues the sales document. The Seller’s trade name, address, contact and tax information are displayed in the order summary before confirmation.

Intermediary service provider

POİEX TEKNOLOJİ LİMİTED ŞİRKETİ (“iştebu! yemek”)

• MERSIS No: 0730090107900001
• Address: Üniversiteler Mah. 1596. Cad. Hacettepe Teknokent Safir Blokları 6. Bina No: 6B/7 Çankaya / Ankara, Türkiye
• Email: merhaba@istebuyemek.com
• Support: destek@istebuyemek.com
• Phone: +90 850 242 95 60

iştebu! yemek provides the electronic commerce environment in which menus are offered, orders are formed, and payment and delivery records are tracked, and it collects payment on behalf of the Seller. The Seller is responsible for meal production, ingredients, food safety, delivery and issuing the sales document. Mandatory statutory responsibilities of the intermediary remain unaffected. iyzico provides the payment infrastructure and is not the Seller of the meal.

2. Subject and formation

The Seller agrees to prepare and deliver the selected meals on the service date, at the time and delivery point stated in the order summary, and the Buyer agrees to pay the finalized amount.

The order is formed when the Buyer reviews the order summary, pricing method, maximum authorization and this agreement, and completes the confirmation step that clearly states that the order creates a payment obligation. The electronic order record and the agreement made available to the Buyer are retained in an accessible durable medium.

3. Price tiers, authorization and payment

• VAT-inclusive price tiers are shown for each menu before the order. The final unit price is calculated from the tier reached by the total order quantity for that menu at the selection deadline.
• Checkout separately displays the estimated total and the maximum authorization based on the highest applicable tier. The Buyer approves this calculation method and upper limit.
• The Buyer may change selections and quantities for the same service until the selection deadline. No new authorization is required while the approved quantity and amount ceiling is not exceeded; a new approval is required if it is exceeded.
• At the selection deadline, the final price is recalculated and only the final total is captured. It cannot exceed the maximum authorization. The timing for releasing any unused authorization is controlled by the card-issuing bank.
• When individual card payments are enabled, payments are processed through iyzico. If card storage is selected, the card data is stored within iyzico’s infrastructure. POİEX does not store the full card number or security code; it stores only the provider’s card reference and masked card details.
• No additional charge that was not separately displayed and expressly accepted is collected.

4. Delivery

Delivery is made on the service date and at the time shown in the order summary, to the common delivery point designated by the company or school. Delivery to the authorized recipient at that point, or to a person designated by the Buyer, constitutes delivery to the Buyer. Further details are in Delivery and Returns.

5. Cancellation and withdrawal

The Buyer may cancel free of charge before the selection deadline shown in the application. No final payment is captured; an existing authorization is cancelled or released according to the bank’s process.

After the deadline, the Seller confirms production quantities and starts preparing the meal for the Buyer’s selection and a specified delivery date. Prepared meals are personalized, perishable food supplied for a specific date and are therefore covered, to the extent applicable, by the withdrawal exceptions in Article 15 of the Turkish Distance Contracts Regulation. There is no no-fault withdrawal or routine cancellation after the deadline.

This exception does not remove mandatory statutory rights for meals that are not delivered, incomplete, incorrect, defective or unsafe.

6. Non-conforming, incomplete or impossible delivery

The Buyer may report a missing, incorrect, incomplete or non-conforming meal through in-app support or destek@istebuyemek.com. Depending on the issue, the remedy may be completion, replacement, a price reduction or a refund. If there is a health or safety concern, the meal should not be consumed and the issue should be reported on the same day.

If delivery becomes impossible, the Buyer is notified and the collected amount is refunded within the period required by applicable law.

7. Refund method

Approved refunds are made without cost to the Buyer and through a method consistent with the original payment instrument. The card-issuing bank controls when the refund appears. Prepared food is not physically returned for hygiene and food-safety reasons; support will state the evidence and resolution required.

8. Sales documents and records

The Seller issues the sales document to the Buyer. POİEX separately issues its own fiscal documents for platform and intermediary services to the relevant recipient. Order, pre-contract information, confirmation, payment, cancellation, delivery and support records are retained for the statutory periods.

9. Requests and disputes

Requests may be submitted through in-app support or destek@istebuyemek.com. Order-specific Seller contact details are shown in the order summary.

Turkish law applies. The Buyer may apply to the competent consumer arbitration committee within the current monetary limits, or to the competent consumer court in other cases.

This document is based on Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation. Mandatory law and any scope exceptions applicable to the specific transaction remain unaffected. The Turkish version prevails in the event of inconsistency.