Booking terms

These terms explain how a booking made on this website works, from choosing an experience to the day itself. Together with the following documents, they form your agreement with Karaz Tourism:

• the Distance sales contract, which is the contract itself
• Cancellation and refunds
• Service delivery

How we use your personal data is explained in the privacy notice.

Who you are booking with

Karaz Tourism is the trading name of HITALANI SEYAHAT TURİZM OTOMOTİV İNŞAAT İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ, a travel agency licensed by TÜRSAB under number 16096, with its registered office at Hocapaşa Mah. Savfetipaşa Sk. No:7 İç Kapı No:301, Fatih/İstanbul. Our full company details are in clause 1 of the Distance sales contract.

Some services in a booking are delivered by partners we work with, such as hotels, airlines, transport companies, guides, boat operators and venues. You book and pay through us, and we remain your point of contact, and responsible to you as Turkish law provides, for the whole booking.

How a booking is made

• Choose and add to your basket. Choose an experience, a date and the number of travellers, and add it to your basket. You can add several experiences and pay for them together.
• Sign in or create an account. An account is required to book, because your bookings, their status and online cancellation are managed from it. You can use your email address, or Google where that option is shown.
• Enter your details. At checkout you give the lead traveller's name, email address and telephone number, and what each service needs, such as the name of every traveller, the hotel for pickup, or the flight number for an airport transfer.
• Pay. On the payment page you review your order, accept these terms and the documents listed above, and pay. The box for travel ideas and offers by email is optional and is not a condition of booking.
• Awaiting confirmation. When the payment provider confirms your payment to us, each booking shows in your account as paid, awaiting confirmation, and you receive an email saying so. Payment alone does not confirm a booking.
• Confirmation. Our team checks availability with the partners involved and confirms the booking. You then receive a confirmation email, and the booking shows as confirmed in your account.

Each experience in an order becomes a separate booking with its own reference, so each one is confirmed, changed or cancelled on its own.

While online card payment is not yet connected to our bank, the button at checkout places your order and holds your places without charging anything, and our team contacts you to arrange payment securely. Your order page and email say so when this applies.

If we cannot accept your booking

If we cannot confirm a booking after it has been paid, for example because a departure, a hotel or a flight is no longer available, we reject it, tell you by email and refund 100% of the amount paid for that booking. A rejection by us is never treated as a cancellation by you, and no cancellation charge applies.

Prices

The price at checkout is the total payable for the booking, in the currency shown. It is calculated by our system from the catalogue and the options you choose, and it does not change after you pay. If a price changes while you are checking out, checkout stops and shows you the new total before anything is charged. Each experience page states what the price includes and what it does not.

Your account

Your account lists your upcoming and past bookings with their status: awaiting payment, paid and awaiting confirmation, confirmed, completed, cancelled or refunded. Where a refund applies, its progress is shown too.

Cancelling a booking

You can cancel a booking:

• from your account: open My account → My bookings, open the booking and select Cancel this booking. The page shows the refund before you confirm, and the cancellation takes effect when you confirm it
• by email to [email protected] or by WhatsApp at +90 531 699 8900, quoting your booking reference. The cancellation takes effect when your message reaches us, and we confirm it in writing

The refund depends on how long before the scheduled start the cancellation takes effect, measured in Istanbul time:

• more than 7 days before the start: 100% of the amount paid for the booking
• more than 48 hours, but no more than 7 days, before the start: 50%
• 48 hours or less before the start: no refund

The Cancellation and refunds page sets out the full rules, the additional rights the law gives for package tours, and how refunds are paid. A booking made before 15 October 2026 keeps the rule in force when it was made: a full refund if cancelled more than 24 hours before the start, and no refund after that.

Changes made by us

If something essential in a booking has to change before the service, such as the date, the itinerary, a hotel or a flight, we tell you without delay. You can accept the change, or refuse it, in which case we treat the booking as cancelled by us and refund 100% of the amount paid for it. For package tours, the options described on the Cancellation and refunds page also apply.

Your responsibilities

• Give accurate details for every traveller, a telephone number and email address where we can reach you, and the correct flight number where a transfer depends on one.
• Be at the meeting point or pickup place at the time given in your confirmation.
• Hold the passports, identity documents, visas and any health documents your journey requires. We can tell you what is usually needed, but holding them is your responsibility.
• Read the experience page before you book. It states what is included and excluded, and any age, health, fitness or other requirement of the service.

Our responsibilities

We provide the booked services as described, keep our TÜRSAB licence valid, tell you without delay about any essential change, and remain responsible to you for the services we sell, including those delivered by our partners, as Turkish law provides. Nothing in these terms limits the rights you have under mandatory consumer law.

Complaints and disputes

If something is not as described, tell the guide, the driver or our office on the day, so that it can be put right. Otherwise write to [email protected] with your booking reference, and we reply in writing. Turkish law applies, and you may apply to the Consumer Arbitration Committees or the Consumer Courts within the monetary limits published each year by the Ministry of Trade.

Contact

Email [email protected] or WhatsApp +90 531 699 8900. Both offices are listed on the Contact page.