Terms and Conditions

These terms and conditions govern the use of this website and every rental of wheelchairs and mobility equipment booked through it, by phone, by e-mail or on WhatsApp. By browsing the website or sending a booking you confirm that you have read, understood and accepted them. Please read them carefully before you book.

1. Who we are

This website and the Istanbul Wheelchair Rental service are operated by Moor Yaşam Sağlık Ürünleri Limited Şirketi, a limited liability company registered in Istanbul, Türkiye (“we”, “us”, “our”). Our registered address, tax and trade registry details are listed at the end of this page.

We are the direct provider of the service: we own and maintain the equipment we rent, and our own team delivers and collects it. Your rental contract is with us, not with an intermediary.

2. Definitions

• Customer (“you”): the person who makes the booking and is responsible for the rental. If you book for someone else, you accept these terms on their behalf and remain responsible for the rental.
• User: the person who actually uses the equipment.
• Equipment: the wheelchair, mobility scooter, walker or other item rented, together with its accessories (cushion, footrests, charger, keys, bag and similar).
• Booking: your request for equipment for given dates, times and a delivery address.
• Confirmation e-mail: the e-mail in which we confirm your booking and its details.

3. Using the website

The website is free to browse and you do not need an account to book. You agree to provide true, complete and current information and to use the website only for lawful purposes. In particular, you must not:

• use robots, scrapers or other automated tools to collect content, prices or availability from the website;
• interfere with, overload or attempt to gain unauthorised access to the website or its systems;
• send messages or content that is unlawful, misleading, offensive or that infringes the rights of others;
• use booking numbers or confirmation e-mails issued by us for any commercial purpose.

All texts, photographs, logos and designs on the website belong to us or are used with permission and may not be copied or reused without our written consent. We may update, change or remove website content at any time and may refuse access to anyone who breaks these terms.

4. Making a booking

To book, you choose the equipment, the delivery and collection dates and times, and the delivery address, then enter your contact details. Before you send the booking you see the full price, including delivery and collection fees.

When you send the booking you receive a booking number by e-mail and the equipment is reserved for you. We then check the booking and send a confirmation e-mail, usually within a few hours. The confirmation e-mail sets out the equipment, the rental period, the delivery and collection address and times, the price and the payment method. Together with these terms it forms your rental contract. Please check it carefully and tell us straight away if anything is wrong.

In rare cases (for example, an unexpected fault) the equipment you chose may not be available. We will then offer you an equivalent or higher-specification item at no extra cost. If you do not accept the alternative, we will cancel the booking and refund anything you have paid in full.

You can view your booking at any time with “Find my booking”, using your booking number and e-mail address.

5. Prices and taxes

• Prices are daily rental rates. The total price is calculated by our system from the rental period, the equipment and any extras you choose, plus the delivery and collection fees for your district.
• There are no hidden charges.
• Our base currency is the US dollar. If you choose another currency, the price is converted at the exchange rate of the day of booking, and that rate is recorded with your booking.
• The price shown in your confirmation e-mail is the price you pay; later price changes do not affect a confirmed booking. If a price was shown in obvious error, we will contact you and you may cancel free of charge.
• No deposit. We do not take a deposit or hold an amount on your card.

6. Rental period

The rental period runs from the delivery time to the collection time. It is counted in days of 24 hours: the number of calendar days between delivery and collection, plus one day if the collection time is later than the delivery time. For example, delivery on 1 May at 10:00 and collection on 3 May at 10:00 is two days; collection on 3 May at 11:00 is three days. Some equipment has a minimum rental period, which is shown on the product page.

7. Payment

You can pay in cash on delivery or by bank transfer, as selected during booking. Cash payments are made to our team when the equipment is delivered, in the currency of your booking. For bank transfers we send our bank details with your confirmation; the transfer must reach us before delivery and any bank charges are paid by the sender. We issue an invoice or receipt for every payment in accordance with Turkish tax law.

8. Delivery and collection

• We deliver to hotels, homes, hospitals and other addresses within our Istanbul service area. The districts we cover, their fees and the earliest possible delivery time are shown during booking.
• You choose a preferred time for delivery and collection; we confirm the exact time. Because of Istanbul traffic, the actual arrival may differ from the agreed time by up to about one hour. We will keep you informed if we are delayed.
• You, the user or a person you authorise (for example, hotel reception) must be present to receive and hand back the equipment. If nobody is available within 30 minutes of the agreed time and we cannot reach you, we may leave and agree a new time with you; an additional visit may be charged at the delivery fee for your district.
• At delivery our team adjusts the equipment and shows you how to use it. Please check the equipment and its accessories and report any defect or missing part before we leave. If you do not report a problem at delivery, the equipment is considered delivered complete and in good working order.
• At collection the equipment and all accessories must be returned clean and in the same condition, apart from normal wear and tear. If collection cannot take place at the agreed time because of you, the additional days are charged at the daily rate.

9. Using the equipment

You are responsible for the equipment from delivery until collection. You agree that the equipment will:

• be used only by the user, for personal mobility, in accordance with our instructions and the manufacturer’s user weight and safety limits;
• not be used under the influence of alcohol, drugs or medication that affects alertness, and mobility scooters and powered wheelchairs will be driven carefully and with consideration for pedestrians and traffic;
• not be used on unsuitable surfaces, stairs, steep slopes, through water or in heavy rain, and powered equipment will be charged only with the charger supplied;
• not be lent, sublet, sold, pledged, taken outside Istanbul without our written consent, or modified or repaired by anyone other than us;
• be kept safe and not left unattended in public places; folded equipment should be stored indoors.

You are responsible for any fines or penalties arising from the use of the equipment during the rental period.

10. Breakdowns and support

If the equipment stops working properly, stop using it and contact us by phone or WhatsApp. Do not try to repair it yourself. If the fault is caused by normal wear or a defect, we will repair or replace the equipment as soon as reasonably possible at no cost to you. Our support is available during the working hours shown on the website.

11. Damage, loss and theft

You must return the equipment in the condition in which it was delivered, apart from normal wear and tear. You are responsible for damage, loss or theft that occurs during the rental period, unless it was caused by a defect in the equipment or by us. In that case we may charge the reasonable cost of repair or, if the equipment cannot be repaired or is not returned, its replacement value, as well as the rental days lost while it is out of service. We will show you evidence of the damage and the cost. Because we do not take a deposit, any such amount is payable within 14 days of our invoice.

If the equipment is stolen, report the theft to the police within 24 hours, inform us at once and send us a copy of the police report.

12. Changing, extending or ending a rental early

• Changes before delivery: you can ask us to change the dates, times, address or equipment at any time before delivery. Changes depend on availability and the price is recalculated.
• Extension: if you would like to keep the equipment longer, please contact us at least 24 hours before the agreed collection time. Extensions depend on availability and are charged at the daily rate.
• Early return: you may ask us to collect the equipment earlier than agreed. Unused rental days are not refunded.

13. Cancellation and refunds

• Free cancellation: you can cancel your booking free of charge up to 24 hours before the confirmed delivery time. Any amount you have paid is refunded in full.
• Late cancellation: if you cancel less than 24 hours before delivery, the rental price is refunded but the delivery fee may be retained if our team is already on its way.
• After delivery: once the equipment has been delivered, the rental has started and unused days are not refunded.
• If we cancel: if we have to cancel a booking, for example because the equipment is not available or for reasons beyond our control, you receive a full refund. We have no further liability beyond this refund.
• Refunds are made by bank transfer to an account in your name within 14 days of the cancellation. If you paid in cash, please give us your bank details.

To cancel, reply to your confirmation e-mail, send us a message through the contact form or WhatsApp, or call us, quoting your booking number.

Because the rental is a service provided on dates you choose, the statutory right of withdrawal for distance contracts may not apply to it (Regulation on Distance Contracts, Article 15). The cancellation policy above gives you the right to cancel free of charge until 24 hours before delivery in any case.

14. Health and suitability

We are an equipment rental company, not a medical provider. Our advice on choosing equipment is general guidance based on the information you give us. Please make sure, if necessary with your doctor or therapist, that the equipment is suitable for the user. Tell us the user’s height and weight and any special needs when you book so we can prepare the right size.

15. Our liability

We deliver clean, maintained and safe equipment and are responsible for providing the service with reasonable care and skill. Except where the law does not allow it, our liability arising from a booking is limited to the total price of that booking, and we are not liable for indirect losses such as missed tours, flights or other travel costs. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited under Turkish law, and nothing affects your mandatory rights as a consumer.

16. Events beyond our control

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, such as severe weather, natural disasters, road closures, public events, strikes, official orders or other force majeure events. We will tell you as soon as possible and agree a new time with you or, if that is not possible, cancel the booking and refund the amounts paid for the services not provided.

17. Personal data

We process your personal data to handle your booking, deliver and collect the equipment, provide support and meet our legal obligations, in accordance with the Turkish Personal Data Protection Law No. 6698 (KVKK) and our Privacy Policy. We share it only with those who need it to provide the service, such as our delivery team. Cookies and analytics are used only as described in our Cookie Policy and can be managed through “Cookie settings” at the bottom of every page.

18. Reviews

Reviews you give about our service, including on Google, may be shown on this website. They reflect the opinion of the customers who wrote them. We may decline to show reviews that are offensive, unlawful or unrelated to our service.

19. Questions and complaints

If you have a question or are not satisfied with any part of our service, please contact us through the contact page, by e-mail or on WhatsApp, quoting your booking number. We aim to reply within one business day and to resolve complaints quickly and fairly.

Consumers may also apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) or the Consumer Court in their place of residence or where the service was provided, within the monetary limits set each year under Turkish Consumer Protection Law No. 6502.

20. Governing law and jurisdiction

These terms and every rental are governed by the laws of the Republic of Türkiye. Subject to your mandatory rights as a consumer, the courts and enforcement offices of Istanbul have jurisdiction over any dispute.

21. Changes to these terms

We may update these terms from time to time; the date of the latest update is shown at the top of this page. The version in force when you send your booking applies to that booking. If any provision of these terms is found invalid, the remaining provisions continue to apply. If these terms are translated, the English version prevails in case of any difference.