This policy applies to all Services booked through Terra Turkey DMC booking pages and forms part of our Terms & Conditions. Where a booking page sets different deadlines or rules for a specific Service (Service-Specific Terms), those rules prevail.
1.How to cancel
- Send your cancellation in writing to concierge@terraturkeydmc.com, stating your booking reference.
- A cancellation takes effect when we receive it. Deadlines are calculated against the Service date in Istanbul local time.
- We will confirm your cancellation and any refund amount in writing.
2.Standard cancellation charges
Unless the booking page states otherwise, the following applies:
| Cancellation received | Charge | Refund |
|---|---|---|
| More than 48 hours before the Service date | None | 100% |
| 48 to 24 hours before the Service date | 50% | 50% |
| Less than 24 hours before, or no-show | 100% | None |
3.Ticketed, capacity-limited and event services
Some Services involve tickets, venue hospitality, catering or allocations that we must purchase or confirm in advance with third parties, such as match tickets, private boxes, gala dinners or experience programmes. For these Services the booking page states a cancellation deadline:
- Cancellations received by the deadline are refunded in full, unless the booking page states otherwise.
- Cancellations received after the deadline, and no-shows, are not refunded.
- Where the booking page allows it, you may instead transfer your place to another person (a name change) until the stated date, subject to the rules of the venue or ticketing authority.
4.When you always receive a full refund
Regardless of the deadlines above, you receive a full refund of the amount paid for the affected Service, or, if you prefer, an equivalent alternative or rebooking at no extra cost, if:
- we cancel the Service, or change its main features substantially and you do not accept the change;
- a minimum number of participants required for the Service is not reached;
- the Service cannot take place because of a Force Majeure event (see our Terms & Conditions);
- for arrival transfers, your flight is cancelled or diverted, or delayed beyond the same calendar day, and you tell us;
- for match or event services, the match or event is cancelled, postponed to another date you cannot attend, or held without spectators.
5.Changes
- Changes requested more than 24 hours before the Service date are free of charge, subject to availability, unless the booking page states otherwise.
- Changes within 24 hours are treated as a cancellation and a new booking, unless we can accommodate them and confirm otherwise.
- Upgrades or added participants are charged at the price difference. Downgrades are refunded only if requested before the applicable cancellation deadline.
- A change is effective only once we confirm it in writing.
6.Unused services
No refund is given for any part of a Service that you do not use, for example leaving an experience early or not using a return transfer, unless the reason is our failure to provide it.
7.How refunds are paid
- Refunds are made to the card used for the original payment within 14 days of the cancellation being accepted.
- Refunds are made in the currency and amount originally charged. We are not responsible for exchange rate differences or fees applied by your card issuer, and the time for the refund to appear on your statement depends on your bank.
- Where a payment is disputed with the card issuer while a refund is already in progress, the refund may be paused until the dispute is resolved.
8.Right of withdrawal
Services booked through these pages are provided on a specific date or period. Under Article 15 of the Turkish Regulation on Distance Contracts, the 14-day right of withdrawal does not apply; your cancellation rights are those set out in this policy. Your rights under mandatory consumer law are not affected.