Service, Appointment and Cancellation Terms
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.
Address: Taya Hatun Mah. Çakmakçılar Yokuşu Sok. 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 online call to get to know you and 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.
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. The appointment is confirmed once the prepayment is made, and we confirm it to you in writing by email or WhatsApp.
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, before the visit, 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 reschedule the visit free of charge, as often as you need, provided you tell us at least 48 hours before the appointment. Your prepayment carries over to the new date.
7. Cancellation
If you cancel at least 48 hours before the visit, your prepayment is refunded in full.
If you cancel less than 48 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
If we cannot carry out the visit for a reason on our side (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.
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 Personal Data Protection, Privacy and Information Security Policy.
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.