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Delivery, Cancellation & Refund Policy

Version: 2.4Last updated: 21 September 2026Digital Services Consumer Information Form

This is an English convenience translation. If there is any discrepancy, the Turkish version prevails.

1Delivery Terms & Activation Process

Service Type
Cloud-Based Digital Cybersecurity, WAF and DDoS Shield Software Subscription (SaaS)
Physical Shipping
None. The product or service includes no physical box, disk or printed material.
Activation Time
Automatic provisioning within 5 (five) minutes at most after payment confirmation.
1.1

Automated Instant Provisioning

All Starter, Pro and corporate plans purchased through the Nexren Shield platform are activated automatically by the system following confirmation of the payment through the secure virtual POS infrastructure.

1.2

Client-Side DNS Configuration

For the service to be fully active and start filtering traffic, the customer must update the Nexren Shield IP address or CNAME record shown in the panel at their own DNS provider.

2Statutory Right of Withdrawal & Exemption

Consumer Legislation Exception to the Right of Withdrawal

Under Article 15/1-ğ of Law No. 6502 on Consumer Protection and the Distance Contracts Regulation, the consumer cannot exercise the right of withdrawal in "contracts for services performed instantly in an electronic environment or intangible goods delivered instantly to the consumer". Because the purchased package is allocated to the user's account instantly and the protection configuration is put into effect immediately, there is no statutory right of withdrawal after activation.

3Subscription Cancellation & Tier Changes

3.1

Subscription Cancellation

The user may cancel their subscription for subsequent periods at any time through the customer panel without paying any extra fee or penalty. In case of cancellation the service continues without interruption until the end of the current billing period.

3.2

Plan Upgrades

Users who want to move from the Starter plan to the Pro or Enterprise plan can upgrade their plan instantly through the panel.

4Defective Service Refund Procedure

Refunds are strictly processed under the following warranted service conditions:

Technical Service Interruption
A continuous network failure originating from the Nexren Shield infrastructure that exceeds 48 hours, and the promised protection not being provided at all.
Duplicate Payment / Overcharge
If more than one charge is made for the same order due to a system or bank error, the excess amount is refunded immediately.
Activation Failure
The service not being defined on the user's account within 24 hours despite payment being confirmed, due to a technical glitch.
4.1

How to Request a Refund

To request a refund, you can send an email from your registered email address to destek@nexren.info with your order number and your reason.

4.2

Refund Processing Time (Bank and Virtual POS)

Approved refunds are transmitted via licensed payment gateway within 24 hours. Depending on your issuing bank, the funds reflect on credit cards within 1-3 business days and debit cards within 3-7 business days.

5Contact & Support Channels

Title
Taha Bulut — Nexren Shield Cybersecurity and Cloud Technologies
Place of Residence / Domicile
Istanbul, Türkiye
Support email
destek@nexren.info · iletisim@nexren.info
Billing & Accounting
muhasebe@nexren.info
Contact & Support Portal
nexren.net/contact (24/7 Uninterrupted Ticket System)

For your questions: contact@nexren.net