Cancellation and refund policy

Company name

BB Ertaş Turizm Ltd. Şti.

Address

Göreme Beldesi Aydınlı Orta Mah. Uzundere Cad. No:21/A Merkez/Nevşehir

TÜRSAB licence no

14806

Phone / WhatsApp

+90 532 506 75 68

BB Ertaş Turizm Ltd. Şti. operates the Group A travel agency registered as Tree of Life Travel under licence number 14806. The Travel's Cappadocia brand is used by this company.

This policy explains how bookings made through BB Ertaş Turizm Ltd. Şti. can be cancelled, when you will not pay anything and what happens where a refund is due. It forms an integral part of the distance sales agreement.

1. General principle

No payment is taken when you request a booking or on the website; the price is paid in cash or by card on the day of the service. For that reason most cancellations cost you nothing and require no refund. A refund only comes into play where the price has been paid in advance.

2. Free cancellation

You can cancel free of charge up to 24 hours before the tour time. Send your cancellation by WhatsApp, email or the contact form, and we will confirm it in writing. Within the same period you can also ask to change the date or time; requests are met subject to availability.

3. Late cancellation and no-shows

• If you cancel less than 24 hours before the tour time, or do not turn up and do not tell us, the price is not refunded, because the basket, table, bicycle or vehicle has been held for you.
• Not being ready at the agreed place at pick-up time counts as a no-show. A balloon launch does not wait for anyone.

4. Balloon flights: weather and flight cancellations

The flight is run by a licensed operator, and the decision whether to fly depends on wind, visibility and temperature readings; it is usually passed on before the hotel pick-up. If a flight is cancelled you have two choices:

• A transfer to the next morning at no charge. If that morning is cancelled too, you may use one of the choices again.
• A full refund. If you have not paid yet, no charge arises; if you have, all of it is refunded.

A guest who is later found not to meet the age and health conditions cannot fly, and in that case the flight price is not refunded. For that reason we ask you to give age and health details accurately when you book.

5. Weather and conditions on other tours

If rain, a storm or road closures are expected, we tell you on WhatsApp in advance and look at the date together; in that case cancellation or a date change is free. A closed stop or a change of order caused by weather is not grounds for a refund, and the guide puts a suitable stop in its place.

6. Multi-day packages

• The day-tour parts can be cancelled free up to 24 hours before the tour time.
• The accommodation part can be cancelled free up to 7 days before arrival. After that a partial charge applies to the accommodation, and the amount is given in the booking confirmation and according to the accommodation provider's terms.
• If the balloon is cancelled, you choose a transfer to the next morning at no charge or a full refund of the balloon part; if it is moved, the times of the following days are adjusted.
• No refund is made for leaving early during a package or for services you do not use.

7. Cancellation by us

If we have to cancel a service for safety reasons, force majeure or because a component such as a vehicle, guide or pilot cannot be provided, we tell you as soon as possible and propose a new date. If you do not accept the new date, everything you paid is refunded.

8. Refund method and timing

Refunds are made by the method you paid with. For card payments the refund instruction goes to the bank, and how soon it reaches your account depends on your bank. For cash payments the refund is made in the currency in which the payment was made and by the same method. Refund requests are settled within a reasonable time and in any case within fourteen days at the latest.

9. Travel delays

If you are late for a service because of a delayed flight or road, we adapt the programme where possible, but services with a fixed time, such as a balloon launch, cannot wait for latecomers. On transfer bookings the driver tracks your flight and waits if it runs late.

10. How to reach us

For cancellations, changes and refunds you can write to our WhatsApp line at any hour of the day or use the other channels on the contact page. Giving the name on the booking and the tour date speeds things up.

This text is a sample draft; have a lawyer review it before it goes live.

Card payments are refunded to the card used. The time taken to appear on your account depends on bank processing.