Cancellation and refunds

This page explains how bookings made on this website are cancelled and refunded. It covers day tours, activities, airport transfers and multi-day package tours, and forms part of the Distance sales contract and the Booking terms.

If you cancel

The refund depends on how long before the scheduled start of the service your cancellation takes effect:

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

Notice is measured from the start date and time shown in your booking confirmation, in Istanbul time (UTC+3), between two exact moments rather than between calendar dates. Each limit falls on the lower side: a cancellation exactly 7 days before the start is refunded 50%, and one exactly 48 hours before is not refunded.

Example. A tour starts on Saturday at 18:00. Cancelled before 18:00 on the Saturday one week earlier: full refund. Cancelled from that moment until before 18:00 on the Thursday two days earlier: 50% refund. Cancelled from 18:00 on that Thursday: no refund.

The same rule applies to every service sold on this website, unless a legal rule below gives you more. It is shown on every experience page and at checkout before you pay, and it does not change after you book. 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.

How to cancel

From your account, the quickest way:

• Sign in and open My account → My bookings.
• Open the booking and select Cancel this booking. The page shows the start time, the refund deadlines and the exact amount that would be refunded.
• Select Yes, cancel this booking. The cancellation takes effect at that moment, our system applies the rule above at that moment, and you receive an email confirming it.

By email or WhatsApp: write to [email protected], or message +90 531 699 8900 on WhatsApp, with your booking reference and the name on the booking. The cancellation takes effect when your message reaches us, and that moment is used to calculate the refund. We confirm the cancellation and the amount refunded in writing.

A booking can be cancelled online at any time before it starts, except while a card payment for it is still being processed. Each booking in an order is cancelled on its own, so cancelling one does not affect the others. A cancelled booking stays in your account, marked as cancelled, with the status of its refund.

Package tours: your rights under Turkish law

Our multi-day packages, which combine services such as flights, hotels and transfers over more than 24 hours or with an overnight stay, are package tours under the Package Tour Contracts Regulation (Official Gazette of 14 January 2015, No. 29236). For them, the following rules apply in addition to the rule above, and prevail where they give you more:

• If you cancel 30 days or more before the package starts, everything you paid is refunded without deduction, except taxes, duties and similar legal charges that have to be paid.
• If you cancel less than 30 days before the start because of force majeure, or a situation you could not foresee or prevent despite taking all due care, everything you paid is refunded except those legal charges and amounts already paid to third parties that can be documented and cannot be recovered.
• If we make an essential change to the package before it starts, or cancel it for a reason not caused by you, you may accept the change, join another package of equal or higher value at no extra cost, join a package of lower value and be refunded the difference, or withdraw and be refunded everything you paid, without owing any compensation.
• If you cannot travel, you may transfer the package to another person who meets its conditions, by telling us in writing at least 7 days before it starts. You and that person are jointly responsible for any reasonable extra cost the transfer actually causes.
• Refunds under these rules are made within 14 days of your notice reaching us.

If we reject or cancel a booking

If we cannot accept a booking after it has been paid, or we cancel a booking, we refund 100% of the amount paid for that booking, whatever the notice. This applies whatever the reason: for example a departure, a hotel or a flight that is no longer available, a partner cancelling its service, safety or weather, a decision by an authority, or a group departure that does not reach its minimum number of travellers. Our rejection or cancellation is never treated as a cancellation by you, and no cancellation charge is deducted. Where possible we may also offer another date or an alternative of equal value, which you are free to accept or refuse.

We tell you by email, and your account shows the booking as cancelled together with the progress of the refund.

Changes, delays and no-shows

Where an experience can be moved to another date, ask as early as you can. We move it if there is availability, and we tell you before you confirm if a partner charges anything for the change. A request to change a date is not a cancellation unless you choose to cancel.

If no one is at the meeting point or pickup place at the agreed time and we have not heard from you, the service is treated as used and no refund is due. If you are delayed, call or message the number in your confirmation as soon as you can: a guide can often wait, and a driver almost always can.

How refunds are paid

• Refunds go back to the original payment method, through our payment provider for card payments. Where payment was arranged directly with our team, the refund is returned the way the money was received. We do not refund to a different card or account.
• A refund that is due is requested from the payment provider when the cancellation takes effect. You do not need to ask for it separately.
• Your account shows its progress: refund pending when it has been requested, refund processing while the payment provider handles it, and refunded only once the payment provider has confirmed that the money has been sent back.
• How long a refund then takes to appear on your statement depends on your bank. For package tours, refunds are made within the 14 days the law requires.

Questions

Write to [email protected] or message us on WhatsApp at +90 531 699 8900. Our team answers in English, Arabic, Turkish, French, Spanish and Russian.