Customer Information Form

Consumer Information Form

This Consumer Information Form ("Form") has been prepared by Papel Elektronik Para ve Ödeme Hizmetleri Anonim Şirketi ("Papel"), residing at Maslak Mah. Eski Büyükdere Cad. Link Plaza Sitesi Link Plaza Blok No: 3-5 Inner Door No: 33 Sarıyer/İstanbul, Mersis number 0721080593400001, to inform our customers who have the title of consumer in accordance with Article 48 of the Regulation on Payment Services and Electronic Money Issuance and Payment Service Providers.

You can reach Papel via destek@papel.com.tr or by calling 0 (850) 241 24 24. For more detailed information about the services offered by Papel, you can visit our website: papel.com.tr.

1. Right of Complaint and Objection

1.1.

You can make any complaints and objections regarding the services provided by Papel through the following channels:

Email: destek@papel.com.tr
Telephone: 0 (850) 241 24 24
Notary Public or Registered Mail to the address specified in this Form.

1.2.

Papel will respond to your complaints and appeals in a provable and reasoned manner within 20 (twenty) days from the date of your application.

1.3.

To evaluate and resolve disputes that may arise between you and Papel, you may apply to the arbitration committees established by the Association of Payment and Electronic Money Institutions of Turkey, in accordance with the Law on Consumer Protection dated 7/11/2013 and numbered 6502.

1.4.

Before applying to the arbitral tribunal in accordance with Article 1.3, you must:

Apply to Papel in writing within 2 (two) years from the date of the transaction or action subject to the dispute.
If Papel does not respond within 20 (twenty) days, you can apply to the arbitral tribunal by filling out the relevant application form within 60 (sixty) days from the date of the response.

You can access the application form via: https://todeb.org.tr/hakemheyetibasvuruformu/.

1.5.

After completing the application form and uploading the required documents, your application will be electronically transmitted to the Association of Payment and Electronic Money Institutions of Turkey.

2. Alternative Access Channels and Innovative Payment Methods

Following developments in the field of financial technology, the payment methods that consumers can benefit from are not limited to methods such as EFT or bank transfer, and the number of alternative and innovative payment methods is increasing day by day. As Papel, we produce innovative solutions and make them available to our consumers, such as our digital wallet application and virtual POS services.

3. Safety and Protection Measures

Since the internet is built on a structure with wide borders, consumers are at risk of exposure to malicious attacks such as fraud, unauthorized access, and theft of personal information. Papel has taken all measures enabled by technology to minimize these risks.

Here are some safety suggestions for you to follow:

The green lock icon in the address bar of your browser indicates our website is Papel's and can be used safely.
Do not trust links on other websites or emails. Avoid clicking on links from unknown sources.
Keep your account information confidential. Do not share your password with anyone, including Papel staff.
In case of suspicion of fraud, call our call center at 0 (850) 241 24 24 immediately.
Papel never sends emails asking for passwords or personal information. Be cautious of such messages.
Check your account movements periodically and report any suspicious activity to our call center.
Receipts of your transactions can be obtained through the mobile application.
If your phone, which receives the SMS password, is lost or stolen, report it immediately to our call center at 0 (850) 241 24 24.
Your card information is never requested by Papel through phone, SMS, or email.

Do not rely on any information received through any channel other than our official website papel.com.tr or our call center 0 (850) 241 24 24.

4. Fees

You can access information about the fees for the services provided by Papel through the Fees Annex on our website. The pricing for services is determined by considering cost and performance, with care to ensure that it is fair and transparent.