Terms of Service

Effective date: May 5, 2025

1. Parties and Definitions

1.1 Parties

Sorfix: Digital platform offering complaint management and live support services.

Business: A legal or natural person using Sorfix to collect complaints from their customers and provide live support.

User (Customer): A person who submits a complaint or initiates a live support session using the Sorfix interface provided by the business via QR code, link, or other means.

1.2 Definitions

Complaint Form: The digital form where the user selects table/branch/product to file a detailed complaint.

Live Support: The chat module that allows real‑time messaging between the user and business staff.

Panel: The admin interface where the business can manage complaints, generate reports, and oversee live support operators.

Payment Providers: They are secure online payment infrastructures through which businesses pay their Sorfix subscription fees (e.g. PayTR, iyzico).

2. Subject of the Agreement

This agreement defines the terms of use, rights, and obligations of the parties for complaint management and live support services provided via Sorfix.

3. Scope and Terms of Use of the Service

3.1 Obligations of the Business

• To maintain complaint forms, the live support widget, and panel settings correctly and up to date.
• To respond to complaints and messages from users within legally prescribed timeframes.
• To process user data in compliance with applicable laws, including KVKK.

3.2 Obligations of the User

• To enter accurate and lawful information into the form and chat areas.
• Not to share insults, threats, spam, or illegal content.
• To exercise due care when sharing personal data in live support sessions.

3.3 Sorfix's Obligations and Limitations

• To take reasonable technical measures to ensure 24/7 accessibility of the platform.
• As an infrastructure provider, not to take sides in disputes between the business and users.
• To notify businesses of scheduled maintenance and possible outages in a reasonable time.

4. Subscription and Payment Terms

4.1 Pricing

Sorfix provides subscription‑based services to businesses. Fees are specified in the panel or contract appendix.

The business pays the subscription fee via PayTR, iyzico using credit/debit card or other available methods.

4.2 Payment Security

PayTR, iyzico secures payments with PCI-DSS compliant infrastructure and 3D Secure processes.

Sorfix does not store card details during the payment process; this data is held in the systems of the respective payment provider (PayTR, iyzico).

4.3 Cancellation and Refund

The business may terminate its subscription at any time via the panel.

Prepaid periods are non‑refundable (unless otherwise agreed in writing).

5. Privacy and Data Protection

5.1 Personal Data

Collected data: name, contact information, complaint content, chat messages, IP address, etc. Purpose: complaint tracking, live support facilitation, statistical reporting, system security.

5.2 KVKK Compliant Processing

The business acts as Data Controller for its customers' data; Sorfix acts as Data Processor. The business is responsible for obtaining necessary consents from the user.

5.3 Data Retention Period

Complaint and chat records are retained for a maximum of 3 years per legal obligations; after this period they are anonymized or deleted.

6. Disclaimers

6.1 Service Content

Sorfix is not responsible for content created by the business (text, images, pricing, promotions, etc.). The accuracy of user‑submitted complaint texts is solely the user's responsibility.

6.2 Technical Failures

In case of server failure, internet outage, or errors due to third-party services (e.g. PayTR, iyzico), Sorfix cannot be held liable for direct or indirect damages.

6.3 Business–User Relationship

Sorfix is an intermediary platform; it does not intervene in service quality, complaint resolution, or satisfaction processes. Disputes between the business and the user must be resolved by the parties.

6.4 Children's Privacy

Sorfix does not knowingly collect data from minors under 18. If a business collects data from underage users, it must obtain parental consent.

7. Changes and Updates

Sorfix reserves the right to modify the service terms. Changes will be announced via panel notifications or email to businesses and take effect upon publication. Continued use of the platform constitutes acceptance of the updated terms.

8. Legal Disputes

Antalya courts and enforcement offices shall have jurisdiction over disputes arising from this agreement. Sorfix system logs constitute definitive evidence.

9. Acceptance and Approval

The business owner or authorized user accepts this agreement by checking “I have read and agree to the Terms of Service” when registering. The user consents to the processing of personal data under these terms by submitting a complaint form or initiating a live support session.