Cancellation and Refund Policy

1. Scope

This policy applies to all bookings for airport transfer and passenger transport services supplied by Turkey Transfer. It forms an integral part of the Distance Sales Contract.

Under Article 2(2)(h) of the Turkish Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği m.2/2-(h)), passenger transport services are outside the scope of the Regulation; only Article 5(1)(a), (b) and (d), Article 18 and Article 19 of the Regulation apply to them. An airport transfer is a passenger transport service, so the statutory fourteen-day right of withdrawal in Article 9 of the Regulation does not arise for it. In its place, Turkey Transfer grants the contractual cancellation and refund rights set out below; rights that arise under mandatory law are unaffected.

For consumers resident in the European Union, passenger transport contracts are likewise excluded from the withdrawal provisions of Directive 2011/83/EU under Article 3(3)(k) of that Directive.

Seller/provider identity:

• Registered company name: Onur Özdemir
• Registered address: Altıntaş Mah. Yörükoğlu Cad. B Blok No: 24B İç Kapı No: 6, Aksu / Antalya, Türkiye
• Tax office: Kalekapı Vergi Dairesi Müdürlüğü
• Tax number: 6790474919
• Phone: +90 551 086 83 68
• E-mail: [email protected]
• Website: antalyatransfer.taxi

For the full contract: Distance Sales Contract

2. Cancellation Fees and Refund Rates

The cancellation fee is determined by the time between Turkey Transfer receiving the cancellation request and the pickup time in the booking:

For cash bookings (payment to the driver) no prepayment is taken, so no refund arises; the fees above are deducted from the prepayment or from a refund only where a prepayment has been made.

3. No-Show

A booking is treated as a no-show, and the 100% fee in the table applies, where:

• The passenger is not present at the stated pickup point within the free waiting period and cannot be reached by phone or WhatsApp.
• The booking is simply not used, with no prior notice given.
• The service cannot be performed because the pickup address, date, time or flight details were stated incorrectly by the passenger.

For prepaid bookings this fee is met from the prepayment and is not refunded. For bookings without a prepayment (cash), no amount has been collected under this policy, so no refund arises.

Free waiting times: 60 minutes after landing for airport pickups, and 15 minutes for hotel/address pickups. Where a flight number is provided, the flight is monitored and no additional charge is made for waiting caused by a flight delay.

4. Booking Amendments

• Changes to time, date and destination are made FREE OF CHARGE up to 12 hours before pickup.
• Amendments are subject to vehicle availability; if the requested time or vehicle class is unavailable, an alternative is offered.
• Where the vehicle class is upgraded, the price difference is charged; on a downgrade, the difference is refunded.
• Amendment requests made less than 12 hours before pickup are assessed according to availability; if they cannot be accepted, the cancellation rule in Section 2 applies.

5. Refund Method and Timing

This section applies where a prepayment has been taken (once online card payment is switched on); at present bookings are paid in cash to the driver.

• Refunds are made to the original payment method and in the same currency. Refunds are not made to a different account or by a different method.
• For prepaid bookings, the refund is processed within 5–10 business days of Turkey Transfer confirming the cancellation in writing.
• For card payments, the date the amount appears on the card account depends on the issuing bank and the payment institution concerned and is outside Turkey Transfer’s control.
• The BUYER is notified by e-mail once the refund has been processed. The refunded amount is the amount remaining after deduction of the cancellation fee.
• No fee or commission is charged to the BUYER for processing a refund.

6. Cancellations by Turkey Transfer

If Turkey Transfer cancels a booking for an unforeseen reason (vehicle breakdown, force majeure, operational impossibility, etc.), then at the BUYER’s choice:

• The FULL fare paid is refunded with no deduction whatsoever; or
• An equivalent alternative transfer is provided, with the BUYER’s agreement.

Where performance of the service becomes impossible, Turkey Transfer notifies the BUYER without delay. If a prepayment was taken, the full amount collected is refunded by the method and within the period stated in Section 5.

7. How to Submit a Cancellation or Amendment Request

Requests are submitted through the channels below, quoting the booking reference:

• WhatsApp: +90 551 086 83 68 — with the booking reference, passenger name and travel date.
• E-mail: [email protected] — with the booking reference in the subject line.

State clearly in your request whether you wish to cancel/amend the whole booking or only one journey (for example the return leg of a round trip). Never send your card details through any channel.

8. Complaints and Remedies

If you wish to challenge a refund or cancellation outcome, contact us first at [email protected]. If the dispute cannot be resolved, the following routes apply under the Turkish Law No. 6502 on Consumer Protection:

• For disputes below the monetary limit, you must first apply to the CONSUMER ARBITRATION COMMITTEE (Tüketici Hakem Heyeti) (Law No. 6502, Art. 68); the application can also be made through the Consumer Information System (TÜBİS) on e-Devlet. The monetary limit is revalued every year; the current amount is set out in the notice the Ministry of Trade publishes each year in the Official Gazette.
• For disputes above the monetary limit, you must first go to mediation (arabuluculuk) before bringing a claim (Law No. 6502, Art. 73/A); if mediation fails, you may bring the claim before the CONSUMER COURT (Tüketici Mahkemesi) (Law No. 6502, Art. 73). Where no consumer court exists, the CIVIL COURT OF FIRST INSTANCE (Asliye Hukuk Mahkemesi) hears the case in that capacity.
• Consumers resident in the European Union may turn to the competent alternative dispute resolution body in their own country, or to the European Consumer Centres Network (ECC-Net).

9. Related Documents

The full contract: Distance Sales Contract

General service conditions: Terms of Service

Processing of personal data: KVKK Personal Data Disclosure