BUSINESS IDENTITY, CONTACT, COMPLAINTS AND DISPUTE RESOLUTION

This document explains Solos Gym's business identity, the channels through which users can reach us, how the in-app support and complaint process works, which external application paths exist for consumer disputes, and which text governs personal data applications.

This document is not a consent or explicit consent text; it is informational in nature. Access to this document is not conditioned on checking a separate box in order to benefit from the service.

1. Business Identity

The commercial headquarters / notice address and the physical facility address are the same. For official notices, mail, and legal notifications the address above is controlling.

2. Where This Information Is Presented

The business identity and complaint/dispute-resolution information is published in the following places so that users can easily access it:

• Profile › Support,
• Website: solosgym.com (Business Information page),
• The Pre-Contractual Information Form and Distance Sales Contract links on the credit purchase screen,
• Profile › My Consents / Legal Documents screen.

3. Contact Channels

In the event of a health, fire, security, or physical danger emergency, the 112 Emergency Call Center should be called first. The Solos Gym support line does not substitute for public emergency assistance services.

4. How to Open an In-App Support Request

To open a support request from within the App:

1. 1.Go to the Profile screen.
2. 2.Open the Contact Support or Report a Problem option.
3. 3.Select the appropriate category.
4. 4.Fill in the subject and description fields.
5. 5.Submit your request.

The system records the submitted request as a ticket. The user can see their own most recent support requests within the App. The support team's response is shown on the relevant request.

A support ticket is not a live chat. After a user submits a ticket, they cannot write an additional message under the same ticket; if more information is needed, they can open a new support request or use the email channel.

5. Support Request Categories

Support requests are received within the App under the following categories:

If your request relates to a specific reservation, payment, or lesson, adding explanatory information such as the date, time, gym, and reservation/lesson information, and a screenshot if available, will speed up the review. Card information, passwords, QR/PIN screenshots, or personal data belonging to third parties should not be shared unnecessarily.

6. Support Request Statuses

Support requests are tracked with the following statuses:

Target for first response: An initial response is given within 3 business days at the latest.
Target for final resolution: The request is concluded within 10 business days at the latest.

If additional information is needed, it is requested from the user in the first response. Critical applications such as door/access, security, physical danger, and payment/credit mismatches are reviewed as a priority.

7. Written Applications and Official Notices

The in-app support channel is designed for fast resolution. Users who wish to make an official notice, warning notice, legal request, or documented application may use the following channels:

• Email: info@solosgym.com
• Mail / in-person application: Uluönder, İsmet İnönü-2 Blv, 26190 Tepebaşı/Eskişehir

The application must state the full name, account email/phone number, the subject of the request, the relevant reservation or payment information, the desired outcome, and any supporting documents.

8. Credit, Payment, Cancellation, and Refund Applications

For credit purchase, payment result, credit not being added to the account, refund, withdrawal, late cancellation, no-show, group reservation, trainer-led reservation, or overstay objections, the Profile › Support channel or info@solosgym.com may be used in the first instance.

The Cancellation, Refund and Credit Policy and the Pre-Contractual Information Form and Distance Sales Contract apply to these applications.

Chargeback, reverse-charge, or bank dispute processes relating to a payment card are subject to the rules of the relevant bank, card issuer, and payment institution. Solos Gym responds to the request by reviewing its own records and the payment provider's records.

9. Applications Relating to Trainer Services

Solos Gym does not collect or guarantee the trainer's lesson fee and does not operate a trainer payout/commission system within the App. The lesson fee and the content of the trainer service between the trainer and the customer are agreed between the parties outside the App.

Nevertheless, the Solos Gym support process is operated for the following matters:

• The trainer's profile, certificate/approval status, or a misleading profile claim,
• The in-app messaging and lesson offer flow,
• Gym session access confirmation, reservation and credit transactions,
• Inappropriate content, harassment, security, or behavior complaints,
• Review/rating objections after a completed lesson.

Solos Gym is not a party to special payment disputes relating to the trainer's off-app lesson fee; however, it may investigate to the extent of the in-app reservation, message, support, and security records.

10. Personal Data Applications

For access, correction, deletion, anonymization, objection to processing, and other requests under KVKK relating to your personal data, the Privacy Policy and KVKK Disclosure Notice applies.

The Trainer KVKK Disclosure Notice additionally applies for users in the trainer role.

KVKK applications may also be submitted as a support ticket; however, identity verification and the response procedure are subject to the rules explained in the KVKK texts. Registered email or written application paths may be used for KVKK applications.

11. Consumer Disputes and External Application Paths

The Solos Gym support process does not remove or hinder the exercise of a consumer's statutory application rights.

For consumer disputes valued below 186,000 TRY for the year 2026, an application may be made to the Consumer Arbitration Committee. This amount is updated each year; the current monetary threshold at the time of application is controlling.

An application to the Consumer Arbitration Committee may be made:

• To the Consumer Arbitration Committee in the consumer's place of residence or where the consumer transaction took place,
• Through the Consumer Arbitration Committee Application Process service on e-Devlet (the government's e-government portal),
• Through the relevant application channels and application form of the Ministry of Trade.

For disputes above the monetary threshold, the Consumer Court has jurisdiction. For disputes falling within the jurisdiction of the Consumer Court, the mandatory mediation provisions under Article 73/A of Law No. 6502 are reserved.

Consumers may also contact the Ministry of Trade's ALO 175 Consumer Advisory Line for general information.

12. Application Records and Evidence

Solos Gym may record support and complaint applications for the purposes of reviewing and responding to the request, dispute defense, security, and legal obligations. These records may include ticket content, category, creation date, status, the support team's response, related reservation/payment/lesson information, and system logs.

The retention and deletion of support records containing personal data is assessed within the framework of Document 11, Document 12, and the Account and Data Deletion Policy.

13. Updating the Information

If the trade name, address, phone number, email, ETBIS, or application paths change, this document is updated and the current version is published in the App/website. Material changes affecting users' rights are announced through appropriate channels.

14. Short Contact Summary