Cancellation and Refund Policy

How to cancel a booking, which method and currency the refund is returned to, and how long it takes.

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1. What This Policy Covers

This document explains how a booking is cancelled and how a refund is carried out — the process.

This document does NOT set the amount refunded. That amount is calculated solely from the cancellation terms of the product you bought. Those terms are shown on the product page and at checkout; they are recorded onto your booking the moment it is created, and the recorded ones remain the terms that apply to you even if they change later. You can see the terms that apply to you in your booking details in your account and on the product page.

This policy is read together with the Pre-Information Form and the Distance Sales Agreement.

2. How to Request a Cancellation

Sign in to your account and request the cancellation from the booking’s details.
Or write to [email protected], quoting your booking reference.

The moment your request reaches us is the moment used to decide which window of your booking’s recorded cancellation terms applies. We confirm by e-mail that we have received it.

3. The Refund Amount

The refund is calculated from the cancellation terms recorded on your booking, and it is stated explicitly in the e-mail confirming your cancellation.

4. Where the Refund Goes, and in Which Currency

Refunds are returned to the payment method you used, in the currency the payment was charged in. We do not refund to a different card, to a different account, or in cash.

You may have viewed the site in a different currency; that is for display only. Both the charge and the refund happen in the currency of the amount you approved at the payment step. If your card is held in another currency, the amount that reaches it may differ according to your own bank’s exchange rate and charges, which are outside our control.

5. How Long It Takes

Once your cancellation is accepted, we initiate the refund within the period the regulation requires.

What happens after that belongs to the bank that issued your card: it usually takes 3–10 business days for the amount to appear on your statement. That period is your bank’s and we cannot shorten it.

6. Withdrawal-Right Exception

Withdrawal-right exception: under Article 15/1(g) of the Turkish Distance Contracts Regulation, the 14-day right of withdrawal does NOT apply to contracts for accommodation, carriage of goods, car rental, catering, or leisure services that are to be supplied on a specified date or period. Every service sold on this site falls within that exception. The product’s own cancellation terms apply instead.

The exception does not mean you cannot cancel; your product’s own cancellation terms apply.

7. Products Sold On Request

Some products are sold on request. For those, your booking is not confirmed until the supplier accepts it, and no amount is charged to your card in the meantime — only a pre-authorisation hold is placed on it. If the supplier does not accept, the pre-authorisation is released and no charge is taken; when a released hold clears is a matter for your card issuer.

8. Force Majeure

Where force majeure (adverse weather, port or road closure, official prohibitions and the like) makes the service unsafe to provide, we will offer either a new date or a refund.

9. Complaints

Write to [email protected] with any request or complaint. If a dispute cannot be resolved, you may apply to the Turkish Consumer Arbitration Committees or Consumer Courts within the applicable monetary thresholds.

Complaints about travel agency activities may also be raised with TÜRSAB, quoting our licence number 16968.