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Karaz Tourism

Distance sales contract

This contract is made at a distance between the seller in clause 1 and the customer in clause 2, for the travel services booked on this website: tours, activities, airport transfers and multi-day package tours. It concerns services, not physical goods, so nothing is shipped. It is made under the Consumer Protection Law No. 6502 and the regulations made under it. The Booking terms, Cancellation and refunds and Service delivery pages form part of it.

1. The seller

Trading name: Karaz Tourism

Legal entity: HITALANI SEYAHAT TURİZM OTOMOTİV İNŞAAT İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ

Tax office: Hocapaşa

Tax number (VKN): 4631389133

MERSIS number: 0463138913300001

Trade registry number: 436840-5

TÜRSAB licence: 16096, which can be checked on the association's own register through the link at the foot of every page

Registered office: Hocapaşa Mah. Savfetipaşa Sk. No:7 İç Kapı No:301, Fatih/İstanbul

Branch office: Binbirdirek Mah. Piyer Loti Cad. Onur Apt. No:27/4, Fatih/İstanbul

Email: [email protected]

Telephone and WhatsApp: +90 531 699 8900

2. The customer

The customer is the account holder who places the order, with the name, email address and telephone number given at checkout. Those details, the travellers' details and the booking reference form part of this contract.

3. Subject of the contract

The subject is the travel service selected at checkout. Before payment, the experience page and the checkout show:

  • the name and description of the service, and what is included and not included
  • the date and, where it applies, the start time
  • the number and type of travellers
  • the total price including taxes, and its currency
  • the cancellation terms

Some services are delivered by partners of the seller, such as hotels, airlines, transport companies, guides and venues. The seller sells them to the customer and remains responsible to the customer for them as Turkish law provides.

4. Price and payment

The price shown at checkout is the total payable. It is calculated by the seller's system from the options chosen, includes the taxes applicable to the service unless the service page says otherwise, and does not change after payment.

Payment is made by debit or credit card on the payment page and is charged in euros (EUR). The card details are sent over an encrypted connection through the seller's server to the seller's bank, Kuveyt Türk Katılım Bankası A.Ş., and its 3-D Secure check; the seller uses them only to obtain the payment and does not store them. While online card payment is not available, the order is placed with nothing charged and payment is arranged directly with the seller.

5. Order, confirmation and rejection

By accepting this contract and paying, the customer makes a booking request for each service in the order, each of which becomes a separate booking. Submitting the payment does not by itself confirm a booking.

Once the payment provider confirms the payment, or once the seller receives a payment arranged directly, the booking is paid and awaiting confirmation while the seller checks availability with the partners involved. The booking is confirmed when the seller sends the confirmation email, which carries the booking reference, the service details and the meeting arrangements.

If the seller cannot accept a booking, it rejects it, informs the customer and refunds 100% of the amount paid for that booking. A rejection is not a cancellation by the customer, and no cancellation charge applies.

6. Performance of the service

The service is performed on the date and at the place stated in the confirmation. How that works in practice, including meeting points, pickups and travel documents, is set out on the Service delivery page.

7. Cancellation by the customer

The customer may cancel a booking from their account (My account → My bookings), with effect from the moment they confirm it, or by email to [email protected] or WhatsApp to +90 531 699 8900, with effect from the moment the message reaches the seller. The refund depends on how long before the scheduled start, in Istanbul time, the cancellation takes effect:

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

A cancellation exactly 7 days before the start falls in the 50% band, and one exactly 48 hours before falls in the no-refund band. 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.

For package tours, the customer also has the rights under the Package Tour Contracts Regulation set out on the Cancellation and refunds page, including a full refund, less mandatory legal charges, for a cancellation made 30 days or more before the start, and the rights that apply in case of force majeure. Where those rights give the customer more, they prevail.

8. Cancellation and changes by the seller

If the seller cancels a booking, including where a partner cancels a service or a service cannot be performed for reasons outside the customer's control, the seller refunds 100% of the amount paid for that booking, whatever the notice, and no cancellation charge applies. If an essential element of a booking has to change before the service, the seller informs the customer without delay; the customer may accept the change or refuse it and be refunded in full. For package tours, the customer may also choose the alternatives the Package Tour Contracts Regulation provides.

9. Right of withdrawal

Under Article 15(1)(g) of the Distance Contracts Regulation (Official Gazette of 27 November 2014, No. 29188), the 14-day right of withdrawal does not apply to contracts for accommodation, car rental, the supply of food and drink, and leisure services that must be performed on a specific date or during a specific period, which covers the tours and activities sold on this website. Package tours and passenger transport services, such as airport transfers, are outside the scope of that Regulation except as it provides (Article 2(2)); package tours are governed by the Package Tour Contracts Regulation (Official Gazette of 14 January 2015, No. 29236). The cancellation terms in clauses 7 and 8 apply in every case.

10. Obligations of the parties

The seller undertakes to provide the service as described, to hold a valid TÜRSAB licence throughout the contract, and to inform the customer without delay of any essential change.

The customer undertakes to give accurate contact and traveller details, to be at the stated place at the stated time, and to hold the travel documents the service requires. Where a service is missed because these were not met, it is treated as used and clause 7 applies.

11. Complaints and disputes

Complaints can be sent to [email protected] with the booking reference. Turkish law applies to this contract. The Consumer Arbitration Committees and the Consumer Courts have jurisdiction within the monetary limits published each year by the Ministry of Trade.

12. Acceptance

By ticking the acceptance box on the payment page, the customer confirms having read the information shown before payment, this contract, the booking terms, the cancellation and refund terms and the service delivery terms, and agrees to them. A copy of this contract can be read and saved at this address at any time.