Introduction
Travel Point Turkey (Istanbul Moon Point Travel, License No: 14926) is committed to providing exceptional tour experiences. This Refund and Cancellation Policy outlines the terms and conditions regarding cancellations, modifications, and refunds for our tour services.
General Cancellation Terms
All cancellations must be submitted in writing via email to [email protected] or through our official communication channels. Cancellation requests are effective from the date we receive your written notification during our business hours.
Standard Cancellation Policy
Tours and Day Trips
More than 7 days before tour date: Full refund minus 10% administrative fee.
4-7 days before tour date: 50% refund of total tour price.
2-3 days before tour date: 25% refund of total tour price.
Less than 48 hours before tour date: No refund.
No-show or same-day cancellation: No refund.
Multi-Day Tour Packages (2+ Days)
More than 30 days before departure: Full refund minus 15% administrative fee.
15-30 days before departure: 50% refund of total package price.
8-14 days before departure: 25% refund of total package price.
Less than 7 days before departure: No refund.
No-show or after tour begins: No refund.
Private Tours and Customized Packages
More than 14 days before tour date: Full refund minus 20% administrative fee.
7-14 days before tour date: 40% refund of total tour price.
3-6 days before tour date: 20% refund of total tour price.
Less than 72 hours before tour date: No refund.
Special Circumstances
Free Cancellation Period
Select tours offer free cancellation up to 24 hours in advance. These tours are clearly marked on our website and booking confirmation.
24+ hours before start time: Full refund.
Less than 24 hours: No refund.
Weather-Related Cancellations
If a tour is cancelled by Travel Point Turkey due to severe weather or safety concerns: Full refund, or reschedule at no cost, or apply payment to another tour of equal or greater value.
Customer-initiated weather cancellations follow standard terms.
Force Majeure
For events beyond our control (natural disasters, unrest, restrictions, pandemics, terrorism), we may cancel tours: Full refund or 24-month travel credit; no compensation for indirect costs.
Tour Modifications
Customer-Initiated Changes
Date changes 7+ days before tour: €20 fee per person.
Date changes 3-6 days before tour: €35 fee per person.
Less than 72 hours: Subject to availability; 50% of tour price charged.
Group size changes: Notify 48 hours in advance; price adjustments apply.
Package changes: Subject to availability and price differences.
Travel Point Turkey-Initiated Changes
If we modify or cancel: You may accept, choose an alternative, or receive full refund. Lower-value alternative: difference refunded. No liability for indirect expenses.
Refund Processing
Payment Methods and Timelines
Card: 7-10 business days.
Bank transfer: 10-14 business days.
Cash: Bank transfer within 5-7 business days.
Third-party platforms: Per platform policies.
Refund Currency
Refunds issued in original payment currency; exchange rate differences are customer responsibility.
Administrative Fees
Administrative fees cover processing and operational costs; non-refundable and deducted from eligible refunds.
No-Show and Partial Refunds
No-show or same-day: No refund or reschedule; full price forfeited.
Mid-tour cancellations: No refunds for unused portions; exceptions for medical emergencies with documentation.
Missed services (late arrivals, missed pickups, voluntary non-participation): No refunds.
Special Booking Categories
Group Bookings (10+): Custom terms; often 50% non-refundable deposit; final payment due 30 days before departure.
Peak Season: Stricter terms; higher fees; shorter free cancellation windows; specified at booking.
Promotional/Discounted: May be non-refundable or stricter; conditions disclosed at booking; some offers non-modifiable.
Travel Insurance
Strongly recommended for cancellations, interruptions, medical emergencies, lost luggage, and delays. Travel Point Turkey is not responsible for costs recoverable through insurance.
Complaint and Dispute Resolution
Service issues: Notify guide/representative during tour; if unresolved, send written complaint within 48 hours to [email protected] with booking details.
Refund disputes: Email case details; review within 5 business days; manager decision within 10 business days; if unsatisfied, contact consumer protection authorities.
Compensation for Service Failures
If we fail to deliver booked services: Full refund of affected services; possible compensation based on severity; excludes indirect or consequential losses.
Exceptions and Exclusions
Non-Refundable Items: Entrance fees already purchased, domestic flight tickets, ferry/boat tickets, special permits/visas, pre-purchased meal vouchers, optional activities already paid.
Third-Party Services: Subject to supplier policies; we assist but cannot guarantee outcomes.
Medical Emergencies
Emergency cancellations: Documentation required; case-by-case partial/full refund possible; insurance claims recommended.
Mid-tour medical issues: Documentation required; partial refund possible for unused services; no refund for non-recoverable costs.
Package Components
Accommodation: Hotel policies apply; peak season may be stricter.
Transportation: Domestic flights per airline policies; private transfers refundable if tour cancelled per policy; ferry tickets may be non-refundable once issued.
Meals: Included meals not separately refundable; dietary requests 72 hours in advance.
Booking Deposits
Deposits typically non-refundable; applied to final payment or forfeited upon cancellation. Deposit amounts vary (generally 20-50% of total price).
Contact for Cancellations and Refunds
Email: [email protected]
Phone: (+90) 545 350 54 31 or (+90) 212 241 81 82
Address: Kocatepe Neighborhood, Lamartin Street, No:36/01, Mert Business Center, Floor 2, Istanbul, Turkey
Include booking reference, lead traveler name, tour name/date, reason, and preferred refund method. Business Hours: 24/7 support.
Important Notes
All times are GMT+3. Policies may vary by tour; check confirmation. Subject to Turkish consumer protection laws. Refunds processed after deducting applicable fees and non-recoverable costs. Email confirmations serve as proof of requests.
Policy Updates
We may modify this policy; changes effective upon posting. Your booking is governed by the policy in effect at time of booking.
Legal Compliance and Governing Law
Complies with Turkish Consumer Protection Law, Distance Contracts Regulation, Tourism Operations Regulations, KVKK. Governed by laws of the Republic of Turkey; disputes subject to Istanbul courts.
Company Information
Travel Point Turkey
Istanbul Moon Point Travel
License No: 14926
For questions or clarifications: [email protected] or (+90) 545 350 54 31.