Delivery and Returns

This page explains delivery, cancellation and refund terms for prepared meal orders paid by an individual cardholder through iştebu! yemek. The order-specific date, time, delivery point, Seller and selection deadline are shown in the order summary.

1. Delivery method

• The Seller delivers the meal on the date and at the time stated in the order summary to the common delivery point designated by the company or school.
• Delivery to the authorized recipient at the common point, or to a person designated by the Buyer, constitutes delivery to the Buyer.
• The Seller is responsible for ingredients, production, suitable temperature and packaging, food safety and timely delivery. iştebu! yemek provides the order, payment and notification infrastructure; mandatory intermediary responsibilities remain unaffected.

2. Cancellation before the selection deadline

The Buyer may cancel or change the order free of charge before the selection deadline shown in the application. No final payment is captured. A pending card authorization is cancelled or released according to the card-issuing bank’s process.

3. After the selection deadline

After the deadline, production quantities become final and the Seller starts preparing the selected meal for the specified service date. Because prepared meals are personalized, perishable food supplied for a specified date, no no-fault withdrawal or routine return is accepted after the deadline.

This does not limit mandatory statutory remedies for a meal that is not delivered or is incomplete, incorrect, defective or unsafe.

4. Reporting a delivery issue

• Missing portions, an incorrect meal, unsuitable contents, late delivery should be reported through the application or to destek@istebuyemek.com, where possible on the same day and no later than one business day.
• If poisoning, spoiled food, a foreign object, a serious hygiene concern or an allergen mismatch is suspected, do not consume the meal and report it on the same day.
• A photo, delivery time and order number can speed up review. These operational reporting periods do not remove rights that cannot be waived under mandatory law.

5. Resolution and refund

The Seller and iştebu! yemek review the report together with the order, delivery and payment records. Depending on the issue, the remedy may be completion, replacement, a price reduction, or a full or partial refund.

An approved refund is:

• made at no additional cost to the Buyer,
• made through a method consistent with the original payment instrument, and
• completed within the applicable statutory period.

The card-issuing bank controls when the refund appears on the card statement. Prepared food is not shipped back for hygiene and food-safety reasons; support will explain the evidence and resolution required.

6. Contact

Order-specific Seller details are shown in the order summary. Contact destek@istebuyemek.com or use in-app support for platform assistance. See the Distance Sales Agreement for the full terms.

This document is based on Turkish Consumer Protection Law No. 6502 and the Ministry of Trade’s distance contracts guidance. The Turkish version prevails in the event of inconsistency.

Delivery issues and payment outcomes

Use Report a problem to link a committed order’s non-delivery, missing dishes, wrong dishes or quality issue to a support conversation. Members can select their own orders; company and community administrators can select authorized member and bulk orders. One report can include multiple orders from the same delivery and affected dish quantities. The current app accepts standard reports within 48 hours of scheduled delivery; later reports use general support. No report is not proof of delivery.

Reporting does not move money. Operations review each order separately, preview the quantities, amounts and payment consequences, and record a reasoned decision. Missing à la carte portions use frozen item prices. Set-menu and other adjustments require a reasoned amount bounded by the affected dish or menu value. For monetary contributions, partial refunds follow the original organization/member funding ratio. For menu entitlements, refunds follow the affected item’s payer: company coverage for each covered menu, personal payment for extras. Indistinguishable boxes on the same menu line use that line’s funding ratio; a community order without organization funding belongs entirely to its payer. Full non-delivery claims pause new card collection. Partial reports do not cancel an entire existing hold; the approved portion is processed after finalization. Only the approved amount reduces an unpaid balance; the remainder remains payable.

Captured member payments return to the original card; an uncaptured hold can be released for full non-delivery. Provider confirmation does not mean the refund is already visible on the card: bank processing times apply. An uncertain operation remains pending and the same money operation is not sent again. Organization credit reduces an unpaid original invoice or subsequent invoices by default. There is no separate customer EFT request flow; exceptional arrangements are discussed with support. Recording a completed bank repayment does not initiate a transfer and prevents double consumption of the same credit.

The requester and affected person receive decision and payment-result notices. Remaining organization credit stays visible until applied. Each order retains one decision; further discussion continues in the same support conversation. Original orders, invoices and completed payments remain intact under existing financial retention rules. Operational reporting windows do not limit mandatory statutory rights.