Service, Appointment and Cancellation Terms

Last updated: 6 November 2026

This is an English translation provided for convenience. In case of any discrepancy, the Turkish version prevails.

1. Parties and scope

These terms set out the appointment, payment, rescheduling and cancellation rules for the home check-up service provided by Gözüm Yapı İnşaat Sanayi ve Ticaret A.Ş. (“Hemgaard”). By confirming your appointment and making the prepayment, you accept these terms.

You can buy the check-up through our website, by phone or WhatsApp, or in our online shop (shop.hemgaard.com). If you buy it in the shop, our Distance Sales Agreement also applies; for appointment, payment, rescheduling and cancellation matters specific to the check-up, these terms prevail.

Trade name: GÖZÜM YAPI İNŞAAT SANAYİ VE TİCARET A.Ş.
MERSIS no: 0411044943000011
Address: Taya Hatun Mah. Çakmakçılar Yokuşu Sok. Sabri-Safa Han No: 30/409, 34120 Fatih / Istanbul, Türkiye
Phone: +90 535 875 11 70
Email: info@hemgaard.com

2. What the service includes

The home check-up consists of these steps:

  • Introductory call: a free phone call of about 10 minutes to understand your needs
  • Home visit: about 60 minutes of conversation, assessment and observation by our specialists in your home
  • Follow-up call: where needed, an online call of about 15 minutes with family or carers after the visit
  • Check-up Report: room-by-room findings, the Check-up score and a prioritised improvement plan
  • Closing call: a call in which we go through the report with you

The service is currently available within Istanbul; requests from outside Istanbul are scheduled separately.

3. Nature of the service

The home check-up is an advisory service that assesses how well a home suits daily life and comfort, and makes recommendations. It is not a medical examination, diagnosis or treatment, and it does not replace a structural, electrical, gas or plumbing inspection or any official certificate of compliance.

The report is based on what we observe on the day of the visit and the information you give us. You decide whether to carry out the recommendations. Renovation, products and installation are not included; if you ask for them, they are quoted separately and covered by a separate contract.

4. Appointments

The date and time of the visit are agreed together during the introductory call or, in Istanbul, chosen on our website. Our team confirms the chosen date via WhatsApp. The appointment is final once the prepayment is made after that confirmation. The confirmation email includes the visit details and the profiles of the team visiting you.

During the visit, the resident, or an adult family member who can decide on their behalf, must be at home, and our specialists must be able to access the areas to be assessed. Photos and recordings are taken only after we explain their purpose and with your permission.

5. Fees and payment

The service fee and payment amounts are stated in Turkish lira in writing in your appointment confirmation. Payment is made in two stages:

  • Prepayment: 25% of the service fee, once our team confirms the date, to confirm the appointment
  • Remaining payment: 75% of the service fee, after the visit and before the Check-up Report is delivered

Payments are made through the secure payment link we send you. The Check-up Report is delivered once the remaining payment is complete. An invoice is issued for the service fee.

6. Rescheduling

You can change the date of the visit free of charge up to two times, provided you tell us at least 72 hours before the appointment. Your prepayment carries over to the new date.

7. Cancellation

If you cancel at least 72 hours before the visit, your prepayment is refunded in full.

If you cancel less than 72 hours before the visit, the prepayment is not refunded; it covers the specialist time and planning reserved for you. Your statutory right of withdrawal is not affected (see Section 10).

8. When the visit cannot take place

If our specialists arrive at the agreed time and nobody is at home, the resident does not accept the visit, or the areas to be assessed cannot be accessed, the visit is treated as not having taken place. In that case the prepayment is not refunded and the appointment is closed.

9. Cancellation by Hemgaard and report delivery

Hemgaard reserves the right to change the visit date in extraordinary circumstances (such as a specialist’s illness, extreme weather or an emergency). We will let you know as soon as possible. You can choose a new date or a full refund of all payments made. Such a change does not count towards your two date changes.

Every visit that takes place receives its Check-up Report. The report is delivered within seven days after the visit and the remaining payment; in the unusual event of a delay, we will tell you the new delivery date in advance.

10. Right of withdrawal

When your appointment is made at a distance (by phone, email, WhatsApp or through the website), you have the right to withdraw within fourteen days of the contract being made, without giving a reason, under the Turkish Distance Contracts Regulation. You can send your withdrawal request to info@hemgaard.com.

If, at your request, the visit takes place within the withdrawal period, your right of withdrawal ends once the service has been fully performed.

11. Refunds

Refunds are made using the original payment method, within fourteen days of the date the refund becomes due at the latest. How long it takes to appear on your card depends on your bank.

12. The report and intellectual property

The Check-up Report is prepared for you and is for your personal use. You may share it with your family, carers or the tradespeople you choose. The assessment method, scoring model and report design belong to Hemgaard.

13. Liability

Hemgaard provides the service with care and in line with professional standards. Carrying out the recommendations is the responsibility of whoever carries them out. Except in cases of intent or gross negligence, Hemgaard’s liability arising from this service is limited to the service fee paid.

14. Personal data

Your personal data is processed under our Privacy and KVKK Policy. Information about mobility, hearing and daily routines that may qualify as health data is processed only with your explicit consent.

15. Disputes

Disputes about these terms are handled by the consumer arbitration boards within the monetary limits announced each year by the Ministry of Trade, and by the consumer courts above those limits.

16. Changes

We may update these terms. A confirmed appointment is governed by the terms in force on the date it was confirmed. The current version is published on our website.