Terms & Conditions

These Terms & Conditions apply to all services booked and paid for through booking pages operated by Terra Turkey DMC, including those published on terraturkeyrsvp.com, such as airport and ground transfers, meet & greet services, event registrations, hospitality and experience programmes, excursions and related services (each a “Service”).

1.Who we are

The Services are provided by TERRATURKEY TURIZM ANONIM SIRKETI (“Terra Turkey DMC”, “we”, “us”), a travel agency licensed by the Association of Turkish Travel Agencies (TÜRSAB licence no. 18622), registered at Fulya Mah. Sakiz Agaci Sk. No: 16/3 Sisli, Istanbul, Türkiye (Mecidiyeköy Tax Office 8400835186). Contact: concierge@terraturkeydmc.com, +90 540 002 5903.

2.Definitions

• Customer / you: the person who completes a booking, and where relevant every participant named in it.
• Booking page: the web page on which a Service is described, priced and booked.
• Service date: the scheduled date and start or pick-up time of a Service, in Istanbul local time.
• Organiser: an event organiser, association or company for whose event or guests a Service is offered.

3.Service-specific terms

Each booking page may state terms specific to that Service, for example the programme, capacity, eligibility, what is included, cancellation deadlines, waiting times or ticketing rules (“Service-Specific Terms”). Service-Specific Terms form part of your contract. If they conflict with these Terms & Conditions, the Service-Specific Terms prevail for that Service.

4.Booking and contract

• You must be at least 18 years old to make a booking. If you book for other people, you confirm that you are authorised to do so and that you will inform them of these terms.
• A booking is confirmed only when payment has been successfully completed and we have sent a confirmation e-mail. Until then, no contract exists and the place or vehicle is not guaranteed.
• Where a Service has limited capacity, places are allocated in the order in which payments are completed. A place may be held for a limited time while you pay; if payment is not completed in that time the hold ends automatically.
• If a Service is fully booked, we may offer a waiting list. Joining a waiting list is free, creates no contract and does not guarantee a place.
• Please check your confirmation carefully and tell us of any error immediately.

5.Prices and payment

• Prices are shown on the booking page in the stated currency and include applicable taxes unless stated otherwise.
• Payment is made by credit or debit card through the licensed bank's secure 3D Secure payment infrastructure. Your card issuer may apply currency conversion or foreign transaction fees, which are outside our control.
• Promotional or discount codes are valid only under their stated conditions, cannot be exchanged for cash and cannot be combined unless stated.
• If you require an invoice, please provide your billing details during booking or by e-mail before the Service date.
• Services booked through these pages are optional, individually paid services and are not included in any event registration fee unless the booking page expressly says so.

6.Your information

You are responsible for giving accurate and complete information, including names, contact details and, where relevant, flight details. Some Services (for example stadium or venue access) require names to match an official passport or ID. We are not responsible for a Service that cannot be provided, or for extra costs, caused by incorrect or incomplete information.

7.Cancellation and changes by you

Cancellations and changes must be sent in writing to concierge@terraturkeydmc.com and take effect when we receive them. Charges and refunds are set out in our Cancellation & Refund Policy and in any Service-Specific Terms.

Services booked through these pages are provided on a specific date or period (such as transport, food and beverage, and leisure or event services). Under Article 15 of the Turkish Regulation on Distance Contracts, the statutory 14-day right of withdrawal does not apply to such services. Your cancellation rights are those set out in our policies.

8.Changes and cancellation by us

• Programmes, timings, venues, vehicles and providers may need to change for operational, security, weather or regulatory reasons, or at the request of an Organiser, venue or authority. We will tell you of any significant change as soon as reasonably possible.
• If we cancel a Service, or make a change that substantially alters its main features, you may choose an equivalent alternative where one is offered or a full refund of the amount paid for that Service.
• Where a Service is subject to a minimum number of participants and this is not reached by the date stated on the booking page, we may cancel it and will refund all payments in full.

9.Third-party providers and venues

Some parts of a Service are delivered by third parties such as transport operators, airports, restaurants, venues, sports clubs and competition organisers. Their own rules and conditions (for example stadium regulations, airport procedures or boat operator safety rules) apply in addition to these terms, and you agree to follow them.

10.Conduct, safety and access

• Please follow the instructions of our staff, drivers, venue staff and security personnel.
• We, a provider or a venue may refuse or end a Service without refund for any person whose behaviour endangers safety, causes damage or seriously disturbs others, or who does not meet access requirements (such as identification or security checks).
• Children must be accompanied by a responsible adult. Special requirements (accessibility, mobility aids, child seats, dietary needs) must be stated at the time of booking so that we can try to arrange them.
• Smoking, including e-cigarettes, is not permitted in our vehicles. You are responsible for your personal belongings.

11.Photography and media

Events and experience programmes may be photographed or filmed by us, the Organiser or a venue. If you do not wish to appear in published material, please tell our staff on the day or write to us.

12.Liability

• We provide the Services with reasonable care and skill. Our liability for any claim relating to a Service is limited to the amount you paid for that Service, except where such a limit is not permitted by law, including for death or personal injury caused by our negligence, or for gross negligence or wilful misconduct.
• We are not liable for indirect or consequential losses, such as missed flights, missed connections or other arrangements, where the cause is outside our reasonable control, including delays caused by traffic, authorities, airports, venues or your late arrival.
• Nothing in these terms limits your rights under mandatory consumer protection law.

13.Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control, including natural disasters, extreme weather, epidemics, war, terrorism, civil unrest, strikes, government or authority decisions, airport or airspace closures, and decisions of venues, clubs or competition organisers (for example a match being moved, postponed or played behind closed doors). In such cases the refund rules in our Cancellation & Refund Policy apply.

14.Complaints

If something goes wrong during a Service, please tell us immediately on the emergency number provided so we can try to put it right. Any complaint afterwards should be sent in writing to concierge@terraturkeydmc.com within 30 days. We aim to reply within 14 days.

15.Personal data

We process personal data as explained in our Privacy Notice.

16.Governing law

These terms are governed by the laws of the Republic of Türkiye. Consumers may apply to the Consumer Arbitration Committees or Consumer Courts within the monetary limits set each year under Turkish Law No. 6502. Otherwise, the courts and enforcement offices of Istanbul (Central) have jurisdiction. If you are a consumer residing in another country, you keep any mandatory protection given by the law of that country.

If these terms are translated, the English version prevails.