CANCELLATION AND REFUND POLICY
Definition:
Total Travel Cost refers to the total sales price of the accommodation subject to the reservation.
1. Cancellation Notification Procedure
All requests regarding reservation cancellations must be submitted by the Consumer in writing to [email protected]. Cancellation notifications that are not confirmed in writing shall be deemed invalid.
2. Unconditional Refund Right Within the First 24 Hours
For cancellations made within the first 24 hours following the confirmation of the reservation, the Consumer is entitled to an unconditional refund of the deposit paid.
This right is an additional benefit provided by the Agency, independent of the legal right of withdrawal.
Exception: This right does not apply to reservations with 21 days or less remaining until the check-in date; in such cases, the cancellation terms specified in Article 3 shall apply.
3. General Cancellation Periods and Deduction Rates
If the reservation is cancelled more than 24 hours after confirmation or if there are less than 21 days remaining until the check-in date, the following deductions based on the Total Travel Cost shall apply:
30 Days or More Before the Start of Travel:
35% of the Total Travel Cost shall be charged. If the paid deposit exceeds this amount, the difference will be refunded to the Consumer; if it is less, the difference shall be paid by the Consumer.
8–29 Days Before the Start of Travel:
50% of the Total Travel Cost shall be charged.
0–7 Days Before the Start of Travel or No-Show:
100% of the Total Travel Cost shall be charged. (This also applies if the Consumer fails to check into the accommodation facility.)
4. Communication Obligation and the Agency's Right to Unilateral Termination
Accessibility:
The Consumer is responsible for the accuracy of the contact information provided (e-mail, phone, etc.) and for the regular monitoring of these channels. Notifications made through these channels are deemed to have reached the Consumer, regardless of whether they have been read or not.
Response Time:
The Consumer is obliged to respond in writing (e-mail, SMS, WhatsApp, etc.) within a maximum of 24 hours to notifications regarding the reservation process or date change requests.
Critical Process Management:
In cases where the Consumer cannot be reached or fails to provide notification despite there being 7 days or less remaining until the start of the stay, the Agency shall grant a minimum of 24 hours of additional time via recordable communication channels. If no response is received by the end of this period, the Agency reserves the right to unilaterally terminate and cancel the reservation. In this case, the cancellation and deduction terms (including No-Show) specified in Article 3 shall apply.
5. Legal Basis, Force Majeure, and Compensation
This agreement has been prepared in accordance with the Turkish Code of Obligations, the Law No. 6502 on the Protection of Consumers, and the Regulation on Distance Contracts.
Force Majeure:
In the event of situations developing beyond the control of the parties, such as natural disasters, war, pandemics, severe illness, or death—provided they are proven with official documentation—the parties shall evaluate the situation within the framework of good faith.
In the event that the Consumer fails to fulfill their obligations arising from the contract, any debts incurred shall be collected through legal means, such as a notice of default or execution proceedings, within the framework of legal legislation. Legal expenses that may arise during this process may be reflected to the Consumer within the scope of the relevant legislation.