Política de reembolso
Last updated: 14 November 2026
1. General
This policy applies to payments made online on vitrinclinic.com to VTC Sağlık Hizmetleri Sanayi ve Ticaret A.Ş. ("Vitrin Clinic"). When you pay, you accept the Pre-Information Form and the Distance Sales Agreement shown on the payment page. This policy is an annex to that agreement and is applied together with Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation.
Online payments are made against a payment request that our team creates in your patient account. A payment request may be a deposit, a part payment or the full amount of your written treatment plan.
2. Right of withdrawal (14 days)
You can withdraw within 14 days of the payment date without giving a reason and without paying a penalty.
To withdraw, send a clear statement by e-mail to [email protected] with your full name, the payment description and the payment date.
We refund the full amount to the card used for payment within 14 days of receiving your statement.
The right of withdrawal does not apply to any treatment that has already been carried out with your approval during those 14 days.
3. Treatment that cannot be carried out for health reasons
If, at the examination, the dentist finds that your health does not allow the planned treatment and there is no safe alternative, the amount paid for that treatment is refunded in full to the same card.
If only part of the plan cannot be carried out, the amount for that part is refunded or, if you prefer, credited to the rest of your treatment.
4. Changes to the plan at the examination
Treatment plans are first prepared from the photos and X-rays you send. If the examination at the clinic shows that the plan should change, the dentist explains the change and any price difference before treatment starts.
No change is made without your written approval. If you do not accept the new plan, the amount paid for treatment not carried out is refunded.
5. Cancelling or postponing an appointment
If you cannot come on the agreed dates, please tell us as early as possible. We will agree new dates with you, and your payment stays credited to your treatment plan.
After the 14-day withdrawal period, cancellations made before any treatment starts are assessed case by case. The amount for treatment not carried out is refunded after deducting costs already incurred for you and shown in your treatment plan, such as dental laboratory work or custom-made prostheses that have already been started.
6. Treatment already carried out
Payments for treatment that has been carried out are not refunded. Concerns about results are handled under the follow-up and guarantee terms in your treatment plan, which may include a free check-up or a repeat of the work.
7. Cancellation by Vitrin Clinic and force majeure
If we cancel your appointment, or if events beyond our control such as natural disasters, epidemics or official decisions make the treatment impossible, we will offer you new dates. If you do not accept them, any amount for treatment not carried out is refunded within 14 days.
8. Travel costs
Flights, accommodation and other travel costs that you book yourself are not refunded by Vitrin Clinic. Transfers or accommodation arranged by Vitrin Clinic are refunded according to your treatment plan and the supplier's terms.
9. Refund method and timing
Refunds are made only to the card used for payment, in the currency of the payment. They are never made in cash or to another card or account.
Your card issuer applies its own exchange rate. Exchange-rate differences and card fees are not refunded by Vitrin Clinic.
We issue refunds within 14 days of your request. Banks usually show them on your account within 5–10 working days, which we cannot speed up.
10. Unauthorised use of a card
If the card was used without the cardholder's permission and the bank does not pay the amount to Vitrin Clinic, Vitrin Clinic is released from its obligation to provide the service. Our legal rights regarding treatment already carried out are reserved.
11. Chargebacks
Please contact us before asking your bank to reverse a payment. A request to us is usually faster and does not suspend your treatment plan.
12. Complaints and disputes
You can send complaints to us by e-mail or phone. You may also apply to the Consumer Arbitration Committees within the monetary limits announced each year by the Turkish Ministry of Trade, and to the Consumer Courts above those limits.
13. Contact
E-mail: [email protected]
Phone / WhatsApp: +90 545 103 6000
Address: İkitelli OSB Mah., Süleyman Demirel Bulvarı, Demirciler Sanayi Sitesi No: 4/1, İç Kapı No: 2, Başakşehir / İstanbul, Türkiye
Please include your full name, the payment description, and the date and amount of the payment.
This text has been translated from Turkish. If the Turkish and the translated versions differ, the Turkish version prevails.
