Complaints and Dispute Resolution

1. Complaint and Request Channels

As knightpin.com (Alpysky Oyun Yazılım ve Teknoloji A.Ş.), we prioritise Customer satisfaction and take all feedback and complaints seriously. You can submit your request through the following channels:

• On-site support panel: After logging in, Support > New Request,
• E-mail: [email protected],
• Telephone (24/7): 08503460753,

2. Complaint Resolution Process

1. Application: Your application is submitted with the order number, account details and a detailed description.
2. Preliminary Review (24 hours): The support team reviews the application and contacts the Customer if additional information is needed.
3. Operational Assessment (3 business days): Order records, payment information and delivery records are checked.
4. Resolution: A refund, exchange or explanation is provided or, if necessary, mediation with the seller is arranged.
5. Feedback: The resolution is communicated to the Customer in writing; if necessary, improvement suggestions are implemented.

Complaints are generally concluded within 7 business days at the latest. In complex cases this period may be extended; the Customer is informed at every stage.

3. Marketplace Disputes

In disputes arising between buyer and seller, the Company acts as an impartial arbitrator on the basis of order records, messaging history, IP/device information and proof of delivery. Where the buyer is in the right, a refund is initiated; if the seller is in the right, the earnings are released.

4. Right to Apply to Higher Authorities

If the problem is not resolved through your application to the Company, you may apply to the following official authorities:

4.1 Consumer Arbitration Committees / Consumer Courts

The Ministry of Trade of the Republic of Türkiye announces the monetary thresholds every year in December. For disputes up to the set threshold, the Consumer Arbitration Committees (the district Consumer Arbitration Committee of your place of residence) have jurisdiction; for amounts exceeding it, the Consumer Courts have jurisdiction.

4.2 ETBİS / Ministry of Trade Complaints

You can submit your complaints concerning e-commerce businesses via eticaret.gov.tr or through the 175 ALO Consumer line.

4.3 Personal Data Protection Board (KVKK)

You must first submit your complaints relating to personal data to the Company; if no resolution is obtained or no response is given within 30 days, you may apply to the Personal Data Protection Board.

5. Governing Law and Competent Court

Turkish Law applies to disputes arising from this process. For disputes that do not involve consumer status, the Istanbul Courts and Enforcement Offices have jurisdiction.

6. Service Quality Commitment

No complaint is regarded as a denunciation or defamation; complaints are seen as an opportunity for improvement. Complaints are anonymised, used in statistical analyses and taken into account in improving our processes.

7. Contact

For your complaints and suggestions: [email protected]