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Our valued individual customer, at the latest from the date of the dispute that you experience (which is of an individual nature, therefore not covered by commercial activity) arising from the services we provide, at the latest, from the date of the dispute or action that is the subject of the dispute. 2 years have made a written application and this application is from the date of your application 20 days within; from the end of the 20-day period required to respond if not answered, and from the date of response if your application was not answered in the negative or if you do not find the answer given sufficient 60 days in Regulation on the Principles and Procedures of the Turkish Association of Payment and Electronic Money Institutions (“TÖDEB”) for Individual Client Arbitration You are entitled to apply to the relevant TÖDEB Individual Client Arbitration Board in accordance with the matter.

 Use the following link to the application form to the TÖDEB Individual Client Arbitration Board or You can find it at www.todeb.org.tr The form is the result of filling out the relevant information and uploading the necessary documents www.todeb.org.tr can be transmitted electronically through the address.

‍https://todeb.org.tr/hakemheyetibasvuruformu/‍

By clicking here for all detailed information about applying to the TÖDEB Individual Client Arbitration Board ( https://todeb.org.tr/sayfa/bireysel-musteri-hakem-heyeti/56/ ) you can reach. In addition, Information Brochure You can also examine it.

Purpose and scope

ITEM 1 - (1) The purpose of this Regulation is to reserve the rights of application recognized by the provisions of the Law on Consumer Protection No. 6502 of 7/11/2013 and other laws Turkish Association of Payment and Electronic Money Institutions To ensure the evaluation and resolution of disputes between its members and individual customers, the Turkish Association of Payment and Electronic Money Institutions shall regulate the procedures and principles regarding the formation of the Individual Client Arbitration Board, its powers, duties and responsibilities, and the application to the Individual Client Arbitration Board.

Dayanak
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ITEM 2 - (1) This Regulation is implemented by the President's Decree No. 2678 published in Official Gazette No. 31169 of 28/06/2020 with the amendment of the second paragraph (g) of Appendix 1 of Article 1 of the Law on Payment and Securities Settlement Systems, Payment Services and Electronic Money Institutions No. 6493 dated 20/6/2013 and issued in Official Gazette No. 31169 of 28/06/2020 It is prepared on the basis of the provisions of the first paragraph (g) of Article 6 of the Statute of the Union and the first paragraph (g) of Article 18 (g) of the first paragraph (g) of Article 18.

Definitions
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ITEM 3 - (1st) Included in this Regulation; a) Bank: Bank: Turkish Republic Bank Joint-Stock Company, b) Individual Client: Natural persons benefiting from the services of payment institutions and electronic money institutions, c) Union: Association of Payment and Electronic Money Institutions of Turkey, c) Disciplinary Regulation: Disciplinary Regulation of the Association of Payment and Electronic Money Institutions of Turkey, d) Electronic Money Institution: Issuing electronic money under the Law the authorized legal entity, e) Delegation: Individual Client Arbitration Board of the Association of Payment and Electronic Money Organizations of Turkey, f) Law: Law No. 6493 of 20/6/2013 on Payment and Securities Settlement Systems, Payment Services and Electronic Money Organizations, g) Organization: Union member payment institutions and electronic money organizations, g) Payment institution: Legal entity authorized under the Law to provide and perform payment services, h) PTT: Postal and Telegraph Joint Stock Company, i) Status: Status of the Union of Payment and Electronic Money Organizations of Turkey published in Official Gazette No. 31169 dated 28/06/2020, i) Delegation Member: Members to participate in the Delegation natural persons appointed by its staff or contracted legal advisers and lawyers, j) Member: refers to the Union member electronic money institution, the payment institution and the PTT if it applies for membership of the Union.
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Formation of the delegation

ITEM 4 - (1) The Board shall be constituted by the Board of Directors of the Union to serve within the Union. The secretarial services of the delegation are performed by the Union. If deemed necessary by the Board of Directors of the Association, more than one Delegation may be established.

(2) The Delegation shall consist of five Delegation Members appointed by the Board of Directors of the Union, including an electronic money institution and a payment institution; from among the candidates nominated by the Members. Members of the Board are required to have at least a bachelor's degree in law, economics, finance, finance, banking, management, public administration, engineering and have at least 5 years of experience in banking, finance or payments.

(3) Within the period to be determined by the Board of Directors of the Association, the Members shall forward to the Association the names of the candidates of the Delegation Members who have the professional experience and training requirements specified in the second paragraph for the formation of the Board. The Board of Directors of the Association shall elect five noble and three alternate Board Members from among those nominated. Members of the Delegation shall transmit to the Union the information and documents requested by the Union within the period determined by the Association's board of directors. In accordance with this paragraph, a maximum of one candidate of a Member may be elected as a Member of the Board. The committee elects a chairman from within itself.

(4) In the event of the establishment of more than one Delegation, the Executive Board of the Union may designate a Head of Delegation as coordinator only for the purpose of ensuring inter-delegation coordination and assisting in procedural proceedings. It is imperative that at least one of the Members of each Board has a bachelor's degree in law. Members of the Delegation may serve as nobles or substitutes in more than one Delegation.

Duration and termination of membership of the Board
ITEM 5 - (1) The term of office of the noble and alternate members of the Delegation shall be two years. An expired Board Member may be re-elected to the same position.

(2) Inability to work due to a serious illness or illness, death, guardianship, resignation and the commencement of employment of the Delegation Member in an area outside the sphere of payments, termination of the employment relationship with the Member, or failure to notify the Union of matters which may affect the impartiality and/or independence provided for in the second paragraph of Article 12, or excuse In the event of the absence of one of the cases of non-attendance at a total of two meetings in a calendar year, the duties of the Members of the Delegation shall cease. Whether the Members of the Delegation will continue their duties shall be assessed by the Association board of directors, depending on the excuses of the Members of the Delegation. In accordance with this paragraph, the alternate members shall be appointed by decision of the Association board of directors to replace the Delegation Member who has ceased or changed his or her duties and is unable to continue his duties in the Delegation. The newly appointed Delegation Member shall serve for the remainder of the term of the Delegation Member he or she replaces. In the event that a Board Member who has terminated his relationship with a Member takes up a position in another Member, the Board of Directors shall continue to be evaluated by the Board of Directors.

(3) In the event that it is not possible to appoint one of the reserve members pursuant to the second paragraph, the appointment shall be made by the Board of Directors of the Union from among the candidates previously communicated by the Members, within the framework of the procedures and principles set out in Article 4, who has ceased to be in office or who has changed his duties and is unable to continue his duties in the Delegation. If it is not possible to make an appointment within this framework, the Members shall be asked to forward new candidates with the qualifications specified in Article 4 to the Union and from among the new candidates forwarded to the Union, the appointment shall be made by the Board of Directors of the Association. In accordance with this paragraph, the newly appointed Member of the Delegation shall serve for the remainder of the term of the Delegation Member he replaces.
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Fees and expenses

ARTICLE 6 - (1) Members of the Delegation may be paid for this task within the framework of the principles and procedures to be determined by the Board of Directors of the Association. Expenses that will be needed for the activities of the delegation shall be borne by the annual budget of the Union.

(2) Participation may be obtained from the members of the parties to the dispute with the decision of the Board of Directors of the Union concerning the expenses and fees to be covered from the Union budget. The participation share to be received from the members is determined by the number of applications for each member that took place in the previous calendar year and submitted to the Board for its resolution.
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Scope of applications to be submitted to the Delegation

ARTICLE 7 (1) The Board shall examine all applications about Members other than those specified below. The following applications are rejected by the Union without being included in the Delegation's agenda by the Secretariat:
a) Applications submitted to the Union within the period referred to in the period referred to in the first paragraph of Article 10 and not later than two years from the date of occurrence of the action or action referred to in the application to the Member concerned, and applications which do not reach the Union for transmission to the Delegation within the framework of the procedure and principles set out in the first paragraph of Article 10.
b) Applications submitted to the judiciary or to the Consumer Arbitration Boards before or after application to the Union.
c) Applications made by legal entities arising from their transactions related to matters of commercial activity that are not of an individual nature.
ç) Applications about the staff of organizations or applications of a general nature about the products and services they offer.
d) Applications related to decisions made by an organization whose bankruptcy or liquidation was decided.
e) Applications related to transactions that have not yet taken place.
f) Subject to a court or a decision of the Consumer Arbitration Board, which has previously been examined by the Board and substantially decided or finalized, with the exception of those rejected in the proceeding.
g) Applications that have been resolved between the applicant and the members, subject to the reservation of the applicant's right of objection. g) Applications that are excluded from payment service and electronic money issuance activities.
h) Subjects of claims that are within the jurisdiction of the place of judicial jurisdiction.
i) Acts stipulated as crimes in the laws.
i) The matters agreed in writing between the applicant and the Union member and the transactions indicated in writing.
j) Applications that are not explicitly and explicitly stated in the application form what the transaction and the claim are the subject of the dispute.

(2) The applicant shall be informed by electronic mail within thirty days from the date of registration of the application about applications not included in the delegation's agenda.

(3) After transmission to the Delegation, the duties of the Board with respect to applications submitted to the judiciary or to the Consumer Arbitration Boards shall cease. Applications referred to the Judiciary or Consumer Arbitration Boards shall be notified to the Board by the applicant or the relevant Member.

(4) Duplicate applications submitted by the applicant on the same subject of dispute shall not be considered by the Board.

Member application
ARTICLE 8 - (1) Before application to the Delegation, it is mandatory that an application in relation to the dispute has been made by the applicant to the relevant Union member within two years of the date of the disputed transaction or action. The relevant dispute application must be submitted in writing to the Member concerned via the Member's website, through the customer complaint lines or by electronic mail.

(2) Members are required to establish relevant systems to ensure that their clients can forward dispute requests.

(3) The member must inform the applicant of the receipt of his application through the system in which the dispute application is filed.

Actions to be performed by the Member
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ARTICLE 9 - (1st) Starting from the date of receipt of the application, the Member shall conclude the application within the period stipulated in the first paragraph of Article 74 of the Regulation on Payment Services and Electronic Money Export and Payment Service Providers entitled “Complaints and Objections”. If no response is received within this period, the application is considered rejected.

(2) In case of negative answers, the applicant must be informed that he has the right to submit his application to the Board within sixty days following the date of reply of the Organization. The text to be used in this communication to be made by the Member shall be determined by the Association.

(3) The Member must include the brochure prepared by the Union, which provides information to customers regarding the duties and powers of the Board and the operating procedures and principles of the Board, the application form published on the Union's website and information on the Union's Individual Client Arbitration Board.
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Application to the Delegation
ARTICLE 10 - (1st) If the answer given by the Member is not sufficient, the applicant may submit an application to the Board via the Union website by filling in the application form created by the Union within sixty days following the end of the period to be answered from the date of the reply or in the event that the Member has not responded within sixty days following the end of the period to be answered.

(2) In the application form, the applicant's clear identity, if he is a Turkish citizen, the T.C. identification number, electronic mail address, the Union Member notified about, the subject of the dispute, material events, legal reasons if known and the date of application, information and documents are attached to the application form. The application form shall state in a concrete and clear manner what the transaction and the claim are, and proceedings shall be instituted by the Union in accordance with paragraph (j) of the first paragraph of Article 7 for applications not covered.

(3) Applications to the Delegation are free of charge. However, the Union's rights of action and claim regarding the collection of expenses incurred in connection with the settlement of the dispute from the applicant in the event that the right of application is found to have been abused are reserved.
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Evaluation of the application

ARTICLE 11 - (1st) In respect of duly submitted applications, the Union shall be requested by the Union to provide the relevant Member's views and the necessary information and documents within thirty days from the date of registration of the application. The requested information and documents shall be communicated by the Member concerned to the Union within thirty days of the receipt of the request by the Union to the Member. At the written request of the Member to the Union, this period may be extended for a period of ten days on a one-off basis.

(2) If the Member is provided with a response to the resolution of the application and any relevant information and documents to the Union, the applicant shall be informed by the Union at the e-mail address specified in the application form within thirty days following receipt of the Member's reply. If the applicant has an objection that his application has not been raised, he shall notify the Union of his objection by replying to this electronic mail within thirty days from the date of arrival of the Union's electronic mail on the subject.

(3) An appeal made under the second paragraph shall be considered by the Union, subject to the provisions of Article 7 of this Regulation being reserved. If the application is raised, the ninety-day period provided for in the first paragraph of Article 18 of this Regulation begins on the date of receipt of the applicant's appeal.

(4) The Committee shall be informed of the information and documents transmitted by the Member after the periods specified in the first paragraph of this article have elapsed. The Board determines whether information and documents submitted outside the time limit will be considered.

(5) The delegation may request additional evidence, information and documents by giving the parties time to take interim decisions in the process of evaluating applications. Interim decision-making by the delegation stops the ninety-day period.

(6) At the request of the parties to the dispute or at the request of the parties to the dispute, the Board may invite interested parties to listen separately using physical or remote communication facilities. The results of the meeting shall be attached to the minutes and signed by the members of the Delegation. Rest is waived for those who do not comply with the invitation without a justified reason.

Meeting of the delegation and decision ratio
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ARTICLE 12- (1st) The agenda of the meeting shall be determined by the Union on the basis of the application dates and communicated to the Members of the Delegation by electronic mail at least seven days before the meeting.

(2) The Delegation shall be convened with the presence of at least three Delegation Members and taking into account the workload related to the applications submitted. At the Board meetings, it is mandatory to have a Lawyer Member of the Delegation. Decisions are made by plurality of votes. Members of the Board may not abstain. Members of the Board may not be responsible for the consideration and decision of applications relating to themselves, their spouses and blood and in-laws to the third degree (including the third degree) or relating to the Member to whom they belong. In the event that it is understood that a sufficient number of meetings cannot be provided due to the existence of situations that prevent him from taking office in Delegation meetings within the scope of this paragraph, or it turns out that the legal Delegation Member cannot attend the meetings, one of the alternate Delegation Members shall attend the meeting.

(3) It is essential that Members of the Delegation attend all meetings. Excuses of the Members of the Delegation shall notify the Association in writing, at least three working days in advance of the date of the meeting, if the matter giving rise to the excuse is known in advance. In this case, one of the alternate Delegation Members shall be invited by the Union to the meeting if it is understood that a sufficient number of meetings cannot be provided or if the statement of excuse referred to in this paragraph belongs to the legal Delegation Member.
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Interview and voting

ARTICLE 13 - (1st) Applications are discussed in date order. The head of the delegation promises to those who want a say in the consideration of the application in a row. After the negotiations are completed, the agenda item is submitted for a vote. Votes are held by open vote. A re-vote on an application that has been decided upon by discussion in the delegation may not be held. The Board issues a decision on invalidity of applications submitted to the court and claims for pecuniary and pecuniary compensation.
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Decisions of the delegation

ARTICLE 14 - (1st) The decisions of the Delegation shall be signed by the Delegation Members attending the meeting. Members of the Delegation shall sign the resolutions against which they disagree, stating their reasons.

Considerations to be made in decisions

ARTICLE 15 - (1st) The following points must be present in the decisions:
a) Date and number of the decision.
b) Names, surnames and signatures of the Members of the Delegation making the decision.
c) Name, title and electronic mailing addresses of the parties and the applicant's TC identification number.
ç) Summary of the application and defense.
d) Summary of the technical and legal issues studied and discussed.
e) Evaluation of all evidence and explanations put forward.
f) Rationale and basis of the decision.
g) Reasons for voting against, if any.
g) The amount that is subject to decision in applications whose result and subject matter can be measured in money.



Conclusion of the application and notification of decisions to interested parties and their effects Be conciliatory and give up discord

ARTICLE 16 — (1) The applicant may waive his claim in part or in whole at each stage of the examination. (2) After the matter of the dispute has been referred to the Board, it is always possible for the parties to agree by arbitration. (3) In the event of an agreement by arbitration, the Member is obliged to notify the Union immediately of the situation. (4) Withdrawal of the application or arbitration If so, the Board shall decide on the removal of the file by clearly stating these reasons in its decision. (5) Decision of the Board to decommission the file; to the Member and the application within 30 days of the date of the decision the holder shall be notified in accordance with the procedures and principles set out in the first paragraph of Article 18. (6) A file which has been removed from proceedings for the reasons set out in the first and second paragraphs of this article may not be resubmitted to the Board about the dispute.

‍Decree of Incumbency

ARTICLE 17 — (1st) Applications submitted to the Court or to Consumer Arbitration Boards shall be notified to the Union within three working days from the date of learning of this situation by the applicant or the Member, together with the documents confirming the situation. (2) Submission to the judiciary or to the Consumer Arbitration Boards pending a decision by the Board on the relevant dispute On applications submitted, the Board shall issue a decision on the absence of office and the term of office of the Board shall be terminated. (3) The decision of incapacity issued pursuant to the second paragraph shall be thirty from the date of the decision. it shall be notified to the Member and the applicant within the framework of the procedure and principles in the first paragraph of Article 18 within the day.

‍Conclusion of the application and notification of decisions to interested parties and their effects

ARTICLE 18 (1st) The Board shall examine the disputed issue between the Member and the applicant, and it shall be duly concluded within ninety days from the date of registration of the application, and within thirty days from the date of the decision, the decision shall be notified by the Union to the Member and the applicant concerned by electronic mail, without specifying the clear identities of the Members of the Delegation. (2) The Delegation shall be notified by the Union to the Member and the applicant concerned by electronic mail, without specifying the clear identities of the Delegation Members. (2) The Delegation is concerned with the same type of Delegation. (3) The Board may decide on each application made by the same person in respect of more than one transaction as a single application. (3) The Board, Decisions on disputes up to ten thousand Turkish Lira per transaction shall be decided jointly on behalf of the Member and shall be enforced by the Members with a clear judicial path. Within thirty days of reaching the decision, the Member shall fulfil the requirement of the decision, inform the applicant and inform the Union in writing of each transaction. Subject to the discretion of the decisions made by the judicial authorities, the mere recourse to the jurisdiction shall not prevent the application of the decision by the Member. The applicant may submit an application by replying to the electronic mail message in which the decision was communicated by the Union by the Union within thirty days following the end of the thirty-day period following the date of receipt of the notification made to him by the Union regarding the non-implementation of the decision by the Union. The process to be conducted on applications for non-application by Members of the Board's decisions on disputes up to the amount specified in this paragraph shall be carried out within the framework of the provisions of the Disciplinary Regulations. (4) Upon notification of the Board's decisions to applicants and relevant Members regarding disputes above the upper limit specified in the third paragraph of this article; Subject The Union does not have the power to impose sanctions on the Members in the event of non-compliance with the decisions of the Delegation, but the parties may have recourse to judicial remedies information shall be made. (5) The upper limit referred to in the third paragraph of this Article shall be increased in January of each year at the rate of revaluation declared. In the account of these increases, the penny digit is not taken into account.

‍Storage of delegation decisions and documents subject to application

ARTICLE 19 - (1st) Delegation decisions and documents subject to application must be kept by the Union for a period of three years. (2) The Bank may, if necessary, evaluate the decisions of the Delegation and, if it is found that the decisions taken by the Delegation are found to be in clear violation of the relevant legislation, especially the Law and the relevant secondary regulations, especially the Law and the relevant secondary regulations, if it is found that the decisions taken by the Delegation are in clear violation of the relevant legislation, especially the Law and the relevant secondary regulations, with the exception of exceptions is encapsulated.

‍Informing

ARTICLE 20— (1) The Union shall publish on its website the necessary announcements, information on the functioning of the Board and the terms of application to the Delegation in order to inform the sector and the public regarding disputes. (2) Anonymize statistical information on disputes arising from and linked to the final resolution, exemplary events and decisions taken in relation to these events may be published on the Union's website. (3) In publications to be made by the Union in any case, the identities of the parties, legal representatives and Members of the Delegation, or Information specific to dispute resolution cannot be included.

‍Annual activity report

ARTICLE 21 - (1st) Members shall communicate to the Union the total and resolved numbers of individual applications submitted to them by the end of September for the first six months of the calendar year and by the end of March for the end of the year to be determined by the Union. The Union shall transmit to the Bank the annual activity report of the Board containing this information and statistical information on applications submitted to the Board and linked to a final settlement to the Bank by the end of May of each year at the latest and publish it on its own website. (2) Information to be communicated by Members to the Union pursuant to paragraph 1 shall be transmitted through this system if a system is established by the Union.

‍Member and customer secret

ARTICLE 22 - (1st) Members of the Board and the employees and members of the Association may not disclose to third parties the secrets of Members and customers that they have learned as a result of their adjectives and duties. This obligation shall continue indefinitely after the departure of interested parties from their duties in the Delegation and the Union. Legal action is applied to those who disclose secrets belonging to members and customers in accordance with the provisions of the relevant legislation.

‍Sanction

ARTICLE 23 - (1st) Delegation Up to the amount specified in the third paragraph of Article 18 Decisions that happened If it is not enforced by Members, action shall be taken under the Disciplinary Regulation against Members alleged to have acted in violation of this Regulation. (2) The provisions of the Disciplinary Regulations shall apply to Members alleged to have acted in violation of this Regulation.

‍Walkability

ARTICLE 24 - (1st) This Regulation shall enter into force 6 months after its approval by the General Assembly of the Union. *

‍Execution

ARTICLE 25 - (1) The President of the Association shall carry out the provisions of these Regulations.

**This Regulation was approved by the General Assembly Resolution of 24.05.2021 and entered into force on 24.11.2021, following the approval of the Central Bank of the Republic of Turkey dated 16.09.2021. The amendments approved by the General Assembly Resolution of 17.05.2022 were adopted by the Resolution of the Board of Directors of 14.12.2022, following the approval of the Central Bank of the Republic of Turkey dated 14.11.2022 entered into force on 14.12.2022.

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Sincerely,

Trade Title: UPT Payment Services and Electronic Money Inc.
Address: Esentepe District of Korea Martyrs Street No:8/1 Şişli/İstanbul
Mersis No: 0893028299000011

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