Delivery, Service Access, Withdrawal and Refund Terms

1. SELLER/SERVICE PROVIDER INFORMATION

Trade name: Lornova L.L.C.

Unique identification number: 812441690

Address: Ukshin Hoti, No: 51, Prishtinë, Republic of Kosovo

Website: https://istanbulalgoritma.com/

Email: info@istanbulalgoritma.com

Phone: +90 212 993 01 11

2. ACCESS TO DIGITAL CONTENT AND EDUCATIONAL SERVICES

2.1. Provision of digital access
Means through which purchased digital content and services are made available:

A link sent to the email address provided by the Consumer,

A user account created in the Consumer’s name,

The educational or membership platform,

An online lesson link,

Another electronic channel notified by the Seller

Access is provided through these means after the payment transaction has been successfully completed.

2.2. Access time
Unless otherwise stated on the order screen, access to the digital content or user account is set up as soon as possible after the payment has been confirmed and, at the latest, within 24 hours.

For live or online training starting on a specific date, access to the service is provided in accordance with the announced course start date and lesson schedule.

2.3. Technical requirements
The Consumer is obliged to provide the internet connection, computer, camera, microphone, browser, software and similar technical conditions necessary to use the service.

The Seller cannot be held responsible for any inability to access the service due to internet outages not attributable to the Seller, device incompatibility, incorrect user information or the Consumer’s failure to meet the necessary technical requirements.

2.4. Access problems
If the access details have not been received within 24 hours even though the payment has been completed, the Consumer may contact the Seller through the following communication channels:

Email: info@istanbulalgoritma.com

Phone: +90 212 993 01 11

The Seller examines the reported access problem within a reasonable time and provides the necessary support.

3. DELIVERY OF PHYSICAL PRODUCTS

3.1. Time of handover to the carrier
Unless a different period is stated on the product page or the order screen, products requiring physical delivery are handed over to the carrier or delivery service provider within approximately 3–7 business days after the order and the payment have been confirmed.

3.2. Estimated delivery time
Factors affecting the delivery time:

The delivery address,

The stock status of the product,

The operations of the shipping company,

Public holidays,

Customs procedures,

Circumstances constituting force majeure

The delivery time may vary depending on these factors.

Unless expressly stated otherwise, the delivery times communicated at the time of ordering are estimates.

3.3. Accuracy of delivery information
The Consumer is obliged to ensure that the name, phone number, address, postal code and other delivery information provided when placing the order are accurate and complete.

If, due to incorrect or incomplete information, the product cannot be delivered, is routed to the wrong address or has to be re-sent, any additional costs incurred may be charged to the Consumer.

3.4. Damaged or incomplete delivery
The Consumer should check the package when receiving the physical product. If it is noticed that the product has been delivered damaged, incomplete or not in conformity with the order, the courier should, if possible, be asked to draw up a report, and the Seller should be informed without delay.

The fact that no report has been drawn up does not, in itself, eliminate the Consumer’s rights arising from mandatory legislation.

4. RIGHT OF WITHDRAWAL

4.1. Withdrawal period
Subject to the exceptions set out in the law, the Consumer may withdraw from a contract concluded at a distance within 14 days without giving any reason.

For service contracts, the withdrawal period begins on the date on which the contract is concluded; for sales of physical products, it begins, as a rule, on the date on which the product is received by the Consumer or by a third party designated by the Consumer. Kosovo consumer legislation provides for a 14-day right of withdrawal for contracts concluded at a distance and sets out the conditions for exercising this right.

4.2. Notice of withdrawal
To exercise the right of withdrawal, it is sufficient for the Consumer to communicate the decision to withdraw to the Seller by means of a clear notice before the 14-day period expires.

The notice may be sent to the following email address:

info@istanbulalgoritma.com

It is recommended that the request include the following information:

The Consumer’s full name,

The full name of the student or course participant,

The order or contract date,

The product or service purchased,

The order or payment number,

Phone and email details,

A clear statement of the withdrawal request.

5. RIGHT OF WITHDRAWAL FOR EDUCATIONAL AND DIGITAL SERVICES

5.1. Start of the service within the 14-day period
The Consumer may expressly request that the training or service start before the 14-day withdrawal period expires.

In this case, a separate electronic confirmation such as the following, or one of a similar nature, may be obtained from the Consumer:

“I expressly request that the training or service start before the 14-day withdrawal period expires.”

5.2. Withdrawal after the service has started
If the training or service has started within the 14-day period at the Consumer’s express request but has not yet been fully completed, the Consumer may exercise the right of withdrawal.

In this case, the Seller may charge the price of the lessons, training, platform access or other services provided up to the date on which the notice of withdrawal reaches the Seller, in proportion to the total service. The remaining amount for the unused portion is refunded to the Consumer in accordance with the applicable conditions.

Accordingly, the mere fact that the course or service has started does not automatically terminate the right of withdrawal entirely. Under Kosovo legislation, for services started within the withdrawal period at the consumer’s express request, the proportionate price of the service provided up to that point may be claimed in the event of withdrawal.

5.3. Full completion of the service
Where the service has been fully performed, the right of withdrawal may end only if the following conditions are met cumulatively:

The service has been started with the Consumer’s prior express consent.

The Consumer has acknowledged in advance that they will lose the right of withdrawal once the service has been fully performed.

The Seller has fully performed the service.

The following or a similar confirmation may be obtained from the Consumer:

“I declare that I am aware and accept that I will lose my right of withdrawal once the service has been fully performed.”

For services that have been fully performed, the termination of the right of withdrawal depends on the consumer having given prior express consent and having acknowledged that they will lose this right.

5.4. Digital content
For downloadable videos, software, electronic files or similar digital content not supplied on a tangible medium, the right of withdrawal may end if the Consumer has given express consent for the supply of the digital content to begin before the 14-day period expires and has acknowledged in advance that they will lose the right of withdrawal.

A separate confirmation such as the following, or a similar one, may be obtained from the Consumer:

“I agree to the digital content being supplied to me immediately and declare that I am aware that I may lose my right of withdrawal once access to the content begins.”

6. RETURN OF PHYSICAL PRODUCTS

6.1. Notice of return
The Consumer must notify the Seller within the 14-day period that they wish to exercise the right of withdrawal.

Following the notice of withdrawal, the product must be sent in accordance with the return address and return instructions to be provided by the Seller.

6.2. Condition of the product
The Consumer may be liable for any loss in value resulting from use beyond the examination necessary to establish the nature, characteristics and functioning of the product.

The fact that the product’s packaging has been opened does not in every case mean that the right of withdrawal has been lost. However, any loss in value arising where the product has been used or damaged, has missing parts or has a reduced resale value may be charged to the Consumer.

6.3. Return shipping costs
Who bears the return shipping costs is specified in the pre-order information.

If the product is delivered defective, faulty, incomplete or not in conformity with the order, the costs of return or re-shipment are borne by the Seller within the framework of the applicable law.

7. CASES WHERE THE RIGHT OF WITHDRAWAL MAY NOT APPLY

Where the conditions set out in the applicable legislation are met, the right of withdrawal may not be exercisable, in particular, in the following cases:

Products prepared according to the Consumer’s specifications or personal requests,

Products that may deteriorate rapidly or whose expiry date may pass,

Products that are unsuitable for return for health or hygiene reasons and whose protective packaging has been opened after delivery,

Digital content whose supply has begun with the Consumer’s express consent and for which it has been acknowledged in advance that the right of withdrawal will be lost,

Services that have been started with the Consumer’s express consent and fully performed,

Other products and services expressly excluded from the right of withdrawal by law.

The Kosovo Law on Consumer Protection sets out various exceptions to the right of withdrawal, including personalized products and services fully performed with the consumer’s express consent.

8. RETURN AND REFUND PROCESS

8.1. Review of the request
Once the withdrawal or refund request reaches the Seller, the following:

Order information,

Payment records,

Whether the service has started,

The quantity of lessons or services provided,

The status of access to the digital content,

The delivery and return status of the physical product

are reviewed.

8.2. Refund amount
When calculating the amount to be refunded, to the extent applicable, the following:

The proportionate price of the services provided up to the date of withdrawal,

Any loss in value of the product for which the Consumer is responsible,

Return costs notified in advance and borne by the consumer by law

may be deducted.

8.3. Refund period and method
If the right of withdrawal is validly exercised, the refund is made within the period prescribed by the applicable legislation and, as a rule, using the payment method used for the original payment.

A different refund method may be used if the Consumer expressly agrees. Delays arising from the processing times of the bank, card issuer or payment service provider may be beyond the Seller’s direct control.

8.4. Withholding of the refund for physical products
For returns of physical products, the Seller may, to the extent permitted by the applicable legislation, withhold the refund until the product has reached the Seller or the Consumer has provided a document showing that the product has been sent back.

9. COURSE CANCELLATION AFTER THE WITHDRAWAL PERIOD

9.1. The Consumer’s failure to continue the course after the 14-day statutory withdrawal period has expired does not automatically give rise to a right to a refund for all unused lessons.

9.2. Requests made after the withdrawal period for:

Course cancellation,

Freezing the course,

Transfer to another group,

Change of program,

Assignment of lessons to another student

are assessed according to the terms of the program purchased, the availability of groups and instructors, and the conditions separately agreed between the parties.

9.3. This section does not limit the mandatory statutory rights that the Consumer has in respect of defective services or services not in conformity with the contract.

10. GENERAL PROVISIONS

10.1. The Consumer declares that, before completing the order, they have read the main characteristics of the product or service, its total price, the delivery and access conditions, the right of withdrawal and the refund terms.

10.2. The Seller may amend these terms due to changes in legislation or updates to its service processes. Amendments apply to transactions carried out after the date of their publication.

10.3. The invalidity or unenforceability of any provision of these terms does not affect the validity of the other provisions.

10.4. If the Consumer resides in another country, the mandatory consumer rights of the country of residence that cannot be excluded by contract remain unaffected.

11. CONTACT

For your requests concerning delivery, access to services, withdrawal, returns and refunds, you can contact us through the following channels:

Lornova L.L.C.

Address: Ukshin Hoti, No: 51, Prishtinë, Republic of Kosovo

Email: info@istanbulalgoritma.com

Phone: +90 212 993 01 11