1. General provisions
This policy governs cancellation and refund requests relating to services and subscriptions paid for through the Salam Sesame mobile app and to devices provided by Alkin Group MMC.
2. Pricing of services
The price of devices, installation and services is determined after a request and individual negotiations. The commercial terms offered to the customer are stated in the relevant quote, and the subscription terms are shown in the mobile app before payment.
3. Subscription period and auto-renewal
The Salam Sesame subscription model is intended to be on an annual basis. Auto-renewal of the subscription will apply when the user has given separate consent and the relevant payment feature is active. When auto-renewal is stopped, the user retains the right to access the service until the end of the paid period.
4. Cancellation of the subscription
A user stopping subscription renewal at their own request does not mean that the previous payment is automatically refunded. Refund rights provided by law are preserved. Separately revoking an access permission granted for a device or complex is a different operation from stopping subscription renewal.
5. Refund requests
The user may contact support for a refund if they cancel the service immediately after payment, if a payment was made in error or more than once, or if they have a substantiated complaint about the service.
Requests are reviewed individually, taking into account the transaction details, the status of service delivery, the agreed terms and the applicable law. The user is informed of the refund decision.
6. Device warranty
The warranty period for Salam Sesame devices is 12 months. In the event of technical and manufacturing defects covered by the warranty terms, repair or replacement of the device is provided. Other consumer rights provided by law remain in force.
7. Submitting a request
A refund request may be submitted through the help section of the mobile app or the Contact section of the website. When submitting a request, you may be asked for the e-mail address of the account, the payment date, transaction details and the reason for the request. You do not need to send full card details.
8. Final provisions
This policy does not limit the consumer rights provided for by the applicable legislation of the Republic of Azerbaijan.