Cancellation and refunds
These terms apply to bookings made through this website. They cover tours, activities, airport transfers, hotel arrangements and multi-day journeys.
The cancellation deadline
One rule applies to every booking made through this website, whatever the service:
- Cancelled more than 24 hours before the scheduled start time: 100% refund.
- Cancelled within 24 hours of the start time, including at the 24 hour mark itself: no refund.
The deadline is measured against the departure time shown on your booking confirmation. The 24 hour mark itself falls on the non-refundable side of the line.
> Example. Departure is Friday at 18:00. To be refunded in full, your cancellation must reach us before Thursday 18:00. A cancellation made at exactly Thursday 18:00, or later, is not refunded.
This is stated again in your booking confirmation, and you see it before any payment is taken. It does not change after the booking is confirmed.
How to cancel a booking
Every booking is made with an account, and it is cancelled from that account:
1. Sign in to your account.
2. Open My account.
3. Go to My bookings.
4. Select the booking you want to cancel.
5. Click Cancel this booking. Before you confirm, the page shows the booking's start time, the deadline for a full refund and exactly what will be refunded.
6. Click Yes, cancel this booking. Your cancellation request is submitted at that moment.
7. Our system checks the booking against this policy, at the moment you confirmed, in Istanbul time.
8. If you cancelled more than 24 hours before the start time, the full refund is started at once through our payment provider or bank, back to the original payment method. You do not need to ask for it separately.
9. If you cancelled within 24 hours of the start time, the booking is cancelled and no refund is issued.
You receive an email confirming the cancellation. A cancelled booking is never deleted: it stays in your account, marked as cancelled, with its refund status. Each booking in an order is cancelled on its own, so cancelling one tour does not affect the others. A booking can be cancelled online at any time before its start time.
Bookings made as a guest before an account was required appear in your account once you sign in, or create an account, with the same email address and confirm that address.
If you cannot sign in, write to [email protected] or message us on WhatsApp, quoting your booking reference. The cancellation then takes effect from the moment we receive your message, and we confirm it, and the refund due if any, in writing.
Refund eligibility
Where the cancellation reaches us more than 24 hours before departure, the booking is refunded in full, with nothing deducted.
Where it reaches us at the 24 hour mark or later, no refund is due. By that point the places have been committed on your behalf: a guide and a vehicle are assigned to the departure, and a hotel night, a domestic flight or an entrance ticket may already have been paid for.
Not arriving
If no one is at the meeting point 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: a guide can often wait, and a driver almost always can.
If we cancel
We may cancel a service for reasons of safety, weather, an authority's decision, or because the minimum number of travellers for a joined departure is not reached. If that happens we will offer, at your choice:
- the same experience on another date
- an alternative experience of equivalent value
- a full refund of everything paid
A refund in this situation is never reduced, whatever the notice period.
Changes to a booking
Where an experience can be moved to another date we will do so without a change fee, subject to availability and to any cost our partners charge us. Ask as early as you can; a change requested the day before is a cancellation in practice.
Circumstances outside anyone's control
Where a service cannot be delivered because of an event neither party could control or avoid — severe weather, strike, closure of a site, disruption to transport — we will offer a change of date or a refund of the amounts we can recover from our partners, and we will tell you plainly which costs could not be recovered and why.
How refunds are paid
When a cancellation is due a refund, the refund is requested from our payment provider at the moment you cancel; you do not need to ask for it separately. Your account shows its progress honestly: refund pending when it has been requested, refund processing while the payment provider is handling it, and refunded only once the payment provider has confirmed that the money has been sent back.
Refunds are made to the original payment method. Where the booking was paid by card, the refund goes back to that card through the payment provider, and the time it takes to appear on your statement is set by your own bank rather than by us.
We do not refund to a different card or account than the one used to pay.
Questions
Write to [email protected] or use WhatsApp. Our office answers in English, Arabic, Turkish, French, Spanish and Russian.