Cancellation and Refund Conditions

CANCELLATION AND REFUND CONDITIONS

Last updated: 28 October 2026

1. Operator and scope

Arbat Travel is a brand of ARMİ TURİZM TİCARET İTHALAT İHRACAT LİMİTED ŞİRKETİ. Class A travel agency licence no. 11309. Address: Saray Mahallesi, Şirinevler Sokak, Best Home 20 Sitesi, No:16/B, Alanya/Antalya, Türkiye. Cancellation and refund contact: [email protected].

These conditions provide general information for day tours, activities, transfers and multi-day tours. Mandatory consumer legislation applicable to the service takes priority. Statutory rights cannot be removed or restricted by contract.

2. Day tours and activities

For day tours and activities that are not package tours, customer cancellations notified at least 24 hours before the service starts receive a full refund of the service price paid. Notices received exactly 24 hours before the start are included. No refund is given for customer cancellations within the final 24 hours or for a no-show.

This rule does not remove rights where the agency or provider cancels, the service is not provided or is not properly performed, or other statutory rights apply. If the service is in fact a package tour, the package-tour provisions below apply.

Time is calculated from the start date and time stated in the booking confirmation, in the local time of the service location. Where an individual hotel pickup time is separately advised, transfer and meeting details are assessed together with the confirmation.

3. Transfers

Standalone transfers cancelled by the customer at least 24 hours before the start receive a full refund. Customer cancellations within the final 24 hours and no-shows are non-refundable, subject to mandatory law and rights concerning provider-related circumstances.

Contact us as soon as possible if a flight is delayed or cancelled, or pickup time changes. A new time is confirmed in writing after considering the service and vehicle availability; a change request alone is not confirmation of a new booking.

4. Multi-day and package tours

For multi-day tours, any cancellation deduction or percentage is stated in the contract provided before booking and accepted for that booking. Deductions apply only within the previously disclosed contractual and lawful limits; an undisclosed charge cannot later be set unilaterally. The refund is the amount paid less any legally applicable deduction.

For services covered by the Package Tour Contracts Regulation, termination notified at least 30 days before the tour starts results in repayment without deductions other than mandatory taxes, duties and similar legal expenses. With less than 30 days’ notice, a specified sum or percentage may be deducted if disclosed in the contract in advance.

If, despite due care, a participant terminates during the final 30 days because of an unforeseeable and unavoidable event or force majeure, only mandatory legal expenses and documented, non-refundable amounts paid to third parties may be deducted under the statutory conditions. These package-tour termination refunds are made within 14 days of receipt of notice.

5. Provider cancellation and significant changes

Customers are informed if the provider cancels. A suitable alternative may be offered, but no different service is substituted without acceptance. If the service is not provided and the customer rejects the alternative, the price of the cancelled, unprovided service is refunded; additional statutory rights for package tours and other services remain reserved.

Changes or cancellation due to adverse weather, safety or official decisions are communicated with available options. Such reasons do not automatically remove refund rights in every case; the nature of the service and mandatory law are assessed.

6. Withdrawal versus booking cancellation

The general 14-day withdrawal right may not apply to leisure activities supplied on a specified date or during a specified period where a statutory exception applies. Standalone passenger transport and package tours are also subject to different rules. Online booking does not mean all services have the same withdrawal rules. Absence of a withdrawal right does not remove the contractual cancellation options above or statutory rights.

7. Cancellation notices and changes

Send a cancellation request with booking number, name and service date to [email protected] or through another legally accepted written or durable-medium channel. Keep your email sending record. The time at which notice legally reaches the agency is decisive; a later agency reply does not itself change the cancellation deadline. Confirming telephone requests in writing helps tracking.

Date, time, participant or name changes are assessed against service conditions and availability. Any additional charge is disclosed and approved by the customer before application.

8. Refund processing

No processing or cancellation commission is deducted from the paid service price for day tours, activities and transfers qualifying for a full refund. Without prejudice to statutory deadlines, refunds are made within 14 days of receipt of notice, using the original payment method where possible. A bank may take additional time to display the credit; this does not extend the agency’s refund obligation.

The account value may vary due to the bank’s currency conversion. The refund amount and transaction details are communicated to the customer.

9. Complaints and disputes

Send questions and complaints to [email protected]. Consumers retain the right to apply to consumer arbitration committees, consumer courts and other competent bodies under the conditions of Turkish law.