Short summary
- An unlock is a digital service performed at the moment of unlocking. As a rule there is no refund; refunds are made only in the cases listed in this policy.
- Certain refund: the number is not in use or belongs to an unrelated person, the project request is a duplicate, or the project was awarded to another firm before publication.
- Subject to review: the investor cannot be reached. Evidence of at least 3 calls, in 3 different time slots at least 2 hours apart, within 3 business days after the unlock is required.
- A dispute must be opened within 5 business days after the unlock. Refunds are made as credits, not cash.
1. Scope
This policy sets out when credits spent by approved EPC firms to unlock project requests are refunded. It is an annex to the Credit Sales Terms and the EPC Membership Agreement and is accepted before the first credit purchase.
An unlock is a service performed instantly, giving access to the investor's details at the moment of unlocking. For this reason, as a rule, no refund is made after an unlock; only the cases listed below are grounds for a refund.
2. Certain refund cases (100%)
| Case | Refunded to |
|---|---|
| The phone number in the request is not in use or belongs to someone unrelated to the investor | 100% to the disputing firm |
| The same project was entered twice as requests and the firm unlocked both (duplicate) | 100% for the later unlock |
| The project was awarded to another firm before the request was published | 100% to all unlocking firms; the request is closed |
In these cases, the refund depends on the claim being confirmed by evidence or verification.
3. Case subject to review: the investor cannot be reached
- Within 3 business days after the unlock, at least 3 calls must have been made, in at least 3 different time slots, with at least 2 hours between attempts.
- Calls are entered as call records in the dashboard; the system checks the dates and times. A dispute that does not meet this condition cannot be opened.
- If the condition is met, the Ufkon team tries to reach the investor. If the investor cannot be reached either, the request is deemed invalid and all unlocking firms receive a 100% refund.
4. Cases that are not grounds for a refund
The following are not grounds for a refund, and no dispute can be opened for them:
- The investor has no budget, gives up the project or postpones the decision;
- The investor agrees with another firm, or another firm offers a better price;
- Minor data differences (e.g. the roof type or consumption details turning out differently on site);
- Messaging or meetings with the investor not leading to an agreement.
5. Deadlines and procedure
| Step | Deadline |
|---|---|
| Opening a dispute | 5 business days after the unlock (until the end of the last day) |
| Call evidence for an unreachable investor | Calls made within 3 business days after the unlock |
| Submitting requested additional evidence | 48 hours from the dispute or the request |
| Verification question to other firms or the investor | 48 hours |
| Appeal against the decision | 5 business days after the decision is notified, once |
- Weekends and public holidays are not counted as business days.
- A dispute not opened in time is not accepted; if the requested evidence is not submitted within 48 hours, the dispute is rejected automatically.
- Where needed, Ufkon may ask a verification question to other firms that unlocked the same request or to the investor.
- An appeal is reviewed by an authorised person other than the one who made the first decision. The appeal decision is the final decision within the platform; your general legal remedies are reserved.
6. Form of refund
- Refunds are made to your wallet as credits, not as cash. Money is refunded only in the exceptional cases listed in the Credit Sales Terms.
- Credits are refunded to the lots they were spent from (the same credit type): the part spent from paid credits returns as paid credits, the part spent from gift credits returns as gift credits.
- If the gift credit's expiry date has passed at the time of the refund, the refunded part is extended by 30 days from the refund date.
7. Abuse
Untrue or unjustified disputes lower your trust score. If repeated, your unlock rights may be restricted or your EPC role may be suspended under the procedure in the EPC Membership Agreement.
8. Changes
If the deadlines and rules in this policy change, a new version is published and your approval is requested; the change applies to unlocks made after its publication date.
This English text is a translation; the Turkish version is the binding text.