Service delivery
Karaz Tourism sells travel services, not physical goods. Nothing is shipped and there is no delivery address. This page explains how a service you have paid for actually reaches you.
1. Immediately after payment
Your booking is confirmed on screen with a booking reference, and a confirmation email is sent to the address given at checkout. That email is your proof of purchase and carries:
- the booking reference
- the experience, the date and the start time
- the number and type of travellers
- the total paid and the currency
- the meeting arrangements
- the cancellation terms for that booking
- a direct telephone and WhatsApp number for the day itself
If the confirmation does not arrive within a few minutes, check the spam folder and then write to [email protected] with the name used at checkout. A booking exists once it is confirmed, whether or not the email was delivered.
2. Your voucher
The confirmation email serves as the voucher. You do not need to print it; showing it on a phone is enough. Where a partner requires a separate ticket — a museum pass, a domestic flight, an intercity coach — we issue it and send it before the date, and we tell you when to expect it.
3. Meeting point and pickup
Hotel pickup, where the experience includes it: we confirm a pickup window the day before, and the driver waits in the hotel lobby. Please be ready at the start of the window rather than the end, because a joined tour has other travellers to collect after you.
A fixed meeting point, where the experience uses one: the exact location is in the confirmation email, with a map link. Arrive ten minutes before the start time.
Airport transfers: the driver meets you in the arrivals hall with a name board, after you clear customs. We track the flight number you give us at checkout, so a delayed arrival is not a missed transfer. Give us the correct flight number — this is the one detail that most often goes wrong.
4. During the service
The guide or driver named in your confirmation is responsible for the service on the day. The office number in the confirmation is answered during operating hours in English, Arabic, Turkish, French, Spanish and Russian, and the WhatsApp number is answered throughout the experience.
5. When the service is treated as delivered
A service is delivered when it has been performed on the agreed date. For a multi-day journey, each component is delivered as it is performed, and the journey as a whole on the final day.
6. If something does not happen as described
Tell the guide, the driver or the office on the day, while it can still be put right. Where that is not possible, write to [email protected] within a reasonable period with the booking reference and what went wrong. Where a service was not delivered as described, the Cancellation and refunds page sets out what follows.
7. What is not included
Unless the experience page says otherwise, the price does not cover personal expenses, tips, visas or travel insurance. Where an entrance fee or a meal is excluded, the experience page states it before you book.