This is an English translation provided for your convenience. The Turkish version is the legally binding text.
1. Performance of the Service
1.1. What is sold is an airport transfer service, not goods. There is therefore no shipping or physical delivery.
1.2. The service is performed by having the vehicle and driver present at the stated pick-up point at the booked date and time, and carrying the passenger to the stated drop-off point.
1.3. A booking confirmation carrying the reference code is sent to the email address given at purchase. That message is the record of the service.
1.4. Where a flight number is given for an airport pick-up, the landing time is monitored and the pick-up time adjusted. Waiting times are governed by the Passenger Transport Agreement.
2. Cancellation
2.1. A booking may be cancelled free of charge up to 24 hours before the transfer time. The full price is then refunded.
2.2. No refund is made for cancellations requested less than 24 hours before the transfer time, or where the passenger is not at the pick-up point at the booked time (no-show).
2.3. Promotional and discounted bookings cannot be cancelled, changed or refunded.
2.4. No refund is made where the service could not be provided because the passenger did not meet their obligations under the agreement.
3. Cancellations by Us
3.1. Where the service cannot be provided for a reason attributable to Airport Transfer Istanbul, it is provided again at no extra charge or the full amount paid is refunded, at the passenger's choice.
3.2. The amount paid is also refunded where a booking is cancelled for reasons outside our control, such as force majeure, natural disaster or a traffic accident.
4. Refund Process and Timing
4.1. Refunds are made to the card used for payment, in the same currency. Refunds to a different account are not made.
4.2. Once accepted by the bank, a refund reaches the card account in roughly 2-3 days for cards issued by Turkish banks and roughly 3-7 days for foreign cards, after the end-of-day file for the transaction date. These periods depend on the banks.
4.3. Where a sale and its refund fall on the same day, banks do not accept a same-day automatic refund, so it is processed on the next business day.
4.4. Where a refund to a debit card is not possible, it is made by bank transfer once the passenger's account details are provided. This may lengthen the process.
4.5. Payments made in instalments are refunded to the card in instalments.
4.6. Commission and similar charges imposed on the company by banks as a result of a card refund may be deducted from the amount refunded.
5. How to Request a Cancellation or Refund
5.1. Requests may be sent through the channels below, with the booking reference code and the booker's identifying details:
Email: info@airport-transfer.istanbul
Telephone: +90 (850) 307 27 17
5.2. Receipt of the request is confirmed in writing through the same channel. The refund is started once the request is confirmed as meeting these terms.
5.3. Clause 6 of the Distance Sales Agreement explains why the right of withdrawal does not apply to this kind of service.