Complaints and Contact Policy

This Complaints and Contact Policy (the “Policy”) has been prepared by DTEX Savunma Madencilik Ticaret Limited Şirketi (“DTEX”) to explain the procedures and principles governing how all natural and legal persons with the status of Member, Customer or User may contact DTEX, submit complaints, convey requests and pursue dispute-resolution processes.

1. SCOPE OF THE POLICY

This Policy covers the assessment processes for all complaints, requests, questions and feedback received from Members, Customers and Users in connection with the DTEX website (www.dtex-tr.com) and all services offered by DTEX. The Policy applies equally to free users (Guest, Academic Membership) and paid members (Pro, Corporate).

2. DTEX CONTACT CHANNELS

You may contact DTEX through the following channels:

3. TYPES OF COMPLAINTS AND REQUESTS

DTEX accepts complaints and requests in the following categories:

3.1. Complaints Regarding Service Quality

• Technical faults and access problems of the Website
• Errors detected in the Calculation Modules
• Currency issues in the legislation database
• Complaints about content quality and accuracy
• Problems relating to Member Account management

3.2. Financial Complaints

• Incorrect charges or double payment
• Delays in refund transactions
• Disputes regarding automatic renewal
• Errors in invoice details
• Objections regarding membership pricing

3.3. KVKK and Personal Data Complaints

• Objection to the processing of personal data
• Data rectification or erasure requests
• Requests to withdraw explicit consent
• Notifications of suspected data breach
• Questions regarding cookie preferences

3.4. Contractual Complaints

• Interpretation or application of the Membership Agreement
• Exercise of the right of withdrawal
• Contract termination requests
• Disputes regarding the scope of services

3.5. Intellectual Property and Content Complaints

• Copyright infringement notifications (Law No. 5651, Art. 9)
• Allegations of infringement of third-party rights
• Unauthorised use of Website content

3.6. General Requests and Feedback

• Suggestions for new features or modules
• Training/webinar requests
• Collaboration proposals
• Academic collaborations
• Press and media requests

4. COMPLAINT APPLICATION PROCEDURE

4.1. Information to be Included in the Application

To enable your complaint or request to be assessed quickly and correctly, it is recommended that your application include the following:

• Name and surname (for legal entities, the title and the name of the authorised person)
• Turkish ID number or tax number
• Registered e-mail address (if a member, the same address as your Member Account)
• Contact telephone number
• Complaint/request subject (short title)
• Complaint/request detail (description of the event)
• Any relevant order number, invoice number, subscription details
• Any supporting documents (screenshot, invoice, e-mail correspondence)
• Requested solution (if any)

4.2. Application Methods

5. COMPLAINT ASSESSMENT AND RESPONSE PROCESSES

5.1. Response Times

DTEX undertakes the following response times:

5.2. Assessment Process

Your complaint is concluded through the following steps:

5.2.1. RECEIPT OF APPLICATION: Your application is entered into the DTEX record system and a confirmation e-mail containing an application number is sent to you.

5.2.2. INITIAL REVIEW: The complaint is subjected to a preliminary assessment by the relevant department (Customer Services, Finance, Technical Support, Legal).

5.2.3. DETAILED REVIEW: Where deemed necessary, system records, log files, payment intermediary records and other documents are examined.

5.2.4. COMMUNICATION: You are contacted where necessary throughout the process; additional information or documents may be requested.

5.2.5. RESOLUTION: If the complaint is found justified, an appropriate solution is applied (refund, service correction, account improvement, apology, etc.). If found unjustified, a reasoned rejection response is given.

5.2.6. WRITTEN RESPONSE: The outcome is conveyed in a manner consistent with the application channel (e-mail, written) and the file is closed.

6. ESCALATION (HIGHER-LEVEL ASSESSMENT) PROCESS

If you are not satisfied with the outcome of the first-level assessment, you may escalate your application through the following tiered process:

6.1. First Tier — Customer Services

Your initial application is assessed by Customer Services. If you are not satisfied with the outcome:

6.2. Second Tier — Senior Management Review

You may apply by writing to info@dtex-tr.com with the subject line “SENIOR-TIER COMPLAINT — APPLICATION NO: [Your Previous Application Number]”. This application is assessed by DTEX senior management and concluded within a maximum of 15 business days.

6.3. Third Tier — Official Authorities

If a resolution cannot be reached with DTEX, you may apply to the official channels below:

7. OFFICIAL COMPLAINT AND DISPUTE-RESOLUTION CHANNELS

7.1. Application Routes Where You Have Consumer Status

Members/Customers holding consumer status under Law No. 6502 on the Protection of the Consumer may apply to the following official routes:

7.2. Official Application Regarding KVKK

For an allegation of infringement of your rights under the KVKK, you may apply to the Personal Data Protection Board:

• Web: www.kvkk.gov.tr
• Address: Nasuh Akar Mah. 1407. Sok. No: 4 06520 Çankaya / ANKARA
• Telephone: 0 (312) 216 50 50

7.3. Legal Remedies

Your right to apply to the courts is always reserved. For legal-entity Members/Customers and applications not holding consumer status, the competent courts are the İzmir Courts.

8. RECORD-KEEPING AND CONFIDENTIALITY

8.1. Retention of Complaint Records

8.1.1. All complaint and request applications, together with their outcomes, are recorded by DTEX. Records are retained for the period required by legislation (minimum 3 years; 10 years for tax-related transactions).

8.1.2. Records are processed for statistical analysis, service-quality improvement and to serve as evidence in legal processes.

8.2. Confidentiality of Complaint Information

8.2.1. Complaint and request information is processed under Law No. 6698 (KVKK); it is not shared with unauthorised persons.

8.2.2. Personal data obtained during the complaint process is used only for the assessment of the complaint and processed in accordance with the principles set out in the Membership Process KVKK Privacy Notice.

9. EQUAL TREATMENT AND PREVENTION OF DISCRIMINATION

DTEX undertakes to treat all Members, Customers and Users equally, without discrimination on the basis of religion, language, race, gender, nationality, age, disability status, political opinion or any similar characteristic.

Members/Customers/Users who believe they have been discriminated against may apply by writing to info@dtex-tr.com with the subject line “DISCRIMINATION COMPLAINT”; such applications are assessed with special sensitivity and in confidence.

10. CHANGES TO THE POLICY

DTEX reserves the right to update this Complaints and Contact Policy in order to reflect legislative changes, developments in service processes or improvement work. The updated Policy enters into force on the date it is published on the Website.

11. RELATED DOCUMENTS

This Policy is assessed as a whole together with the following documents:

• Membership Agreement
• Distance Sales Agreement
• Preliminary Information Form
• Terms of Use
• KVKK Privacy Notice (General and Membership Process)
• KVKK Explicit Consent Declaration
• Cookie Policy
• Cancellation and Refund Policy
• Professional Disclaimer

12. ENTRY INTO FORCE

This Policy enters into force on the date it is published on the www.dtex-tr.com website and remains in force unless amended. The Policy is subject to the law of the Republic of Türkiye.