HOLİTERA TOURISM GENERAL SERVICE AGREEMENT

Last Update Date: 14.09.2026

1. PARTIES

1.1. Travel Agency

Trade Name: Holitera Turizm Yazılım ve Danışmanlık Ticaret Limited Şirketi

Travel Agency: Holitera Turizm

TÜRSAB Operation Certificate No: 14707

Address: Eğitim Mah. Ünal Sok. İstanbul Plaza No:2 Kat:3 D:24 Kadıköy/İstanbul

Telephone: +90 543 203 12 96

Website: www.holitera.com

KEP: holitera@hs01.kep.tr

Hereinafter referred to as "HOLİTERA" or "AGENCY".

1.2. Customer / Participant

The individual purchasing the service via HOLİTERA's website, office, call center, electronic sales channels, or authorized sales channels shall be referred to as "CUSTOMER"; the individual(s) actually benefiting from the purchased service shall be referred to as "PARTICIPANT".

The CUSTOMER making a reservation for multiple individuals is obligated to provide HOLİTERA with accurate information required for the reservation and travel, and to convey the contract, tour program, Voucher, pre-travel information, operational information, and other important matters presented to them to the participants accompanying them.

The individual rights of the Participants arising from legislation are reserved.

2. INFORMATION SPECIFIC TO RESERVATION

For each reservation, the following information may additionally be indicated in the reservation record, Voucher, tour program, reservation confirmation, or relevant special contract:

• Reservation number,
• Purchased product or service,
• Service start and end date,
• Service type,
• Total service fee,
• Currency,
• Prepayment amount,
• Balance payment date,
• Customer and participant information,
• Transportation and accommodation information,
• Included services,
• Excluded/extra services,
• Special cancellation and change conditions,
• Product owner travel agency or supplier information.

If the sold service belongs to another travel agency;

Product Owner Travel Agency: [AUTOMATICALLY FILLED BY SYSTEM]

the product owner travel agency shall be specified in the contract or reservation document in this manner.

3. SUBJECT OF THE AGREEMENT

This General Service Agreement;

• package tours,
• individual tours,
• day trips,
• domestic and international hotel reservations,
• villa and bungalow reservations,
• cruise/ship voyages,
• airplane and other transportation services,
• transfer services,
• events, concerts, and activities,
• travel insurance,
• visa consultation and visa facilitation services,
• other travel and tourism services

regulates general reservation, sales, payment, change, cancellation, and service conditions.

4. APPLICABLE LEGISLATION

HOLİTERA operates as a travel agency certified by the Ministry of Culture and Tourism and registered with TÜRSAB.

Depending on the nature of the service, primarily the following apply;

• Law No. 1618 on Travel Agencies and the Union of Travel Agencies,
• Law No. 6502 on the Protection of Consumers,
• Regulation on Travel Agencies,
• Regulation on Package Tour Contracts,
• Regulation on Distance Selling Contracts,
• Law No. 6698 on the Protection of Personal Data,
• Relevant air, land, and sea transport legislation,
• International transport agreements to which Turkey is a party,
• Relevant insurance legislation

apply.

Mandatory legislative provisions take precedence over this agreement.

5. GENERAL AND SPECIAL CONTRACTS

5.1. This agreement regulates the general rules regarding all services provided by HOLİTERA.

5.2. If the service has the nature of a package tour, a Package Tour Pre-Information Brochure and Package Tour Contract shall be prepared additionally.

5.3. In services where distance selling legislation applies, a Distance Service Contract and relevant Pre-Information Form may be provided additionally.

5.4. If there are specific rules for hotels, cruises, airlines, transfers, events, insurance, or other service providers regarding the reservation, these conditions shall be notified to the CUSTOMER prior to the reservation.

5.5. In case of a difference between a special contract or reservation-specific provision and this General Service Agreement, the condition specific to the relevant product shall apply, subject to mandatory legislation.

6. HOLİTERA'S STATUS AS A TRAVEL AGENCY

6.1. Within the scope of Law No. 1618 and relevant legislation, HOLİTERA may create tourism products, organize package tours, make reservations, and offer for sale products belonging to other travel agencies authorized to sell to it and service providers.

6.2. HOLİTERA may act as a tour organizer for some products, and as a package tour intermediary or reservation/sales intermediary for others.

6.3. If the product belongs to another travel agency, the product owner travel agency shall be specified in the reservation document or contract.

6.4. HOLİTERA's legal status in the relevant transaction is determined based on the nature of the service, the product owner, and special contract provisions.

7. SUPPLIERS AND RESERVATIONS MADE VIA INTEGRATION

7.1. Services offered for sale by HOLİTERA;

• tour operators,
• other travel agencies,
• hotels,
• villa or bungalow businesses,
• cruise companies,
• airlines,
• transfer firms,
• local agencies,
• insurance companies,
• event or activity providers

may be provided.

7.2. Reservations may be automatically forwarded to the relevant supplier's system via API, XML, web service, reservation system, or similar electronic integrations.

7.3. Necessary for the realization of the service;

• first and last name,
• date of birth,
• gender,
• nationality,
• T.C. ID or passport information,
• contact information,
• reservation and PNR information,
• flight information,
• room and accommodation information,
• transfer information

and other information necessary for the performance of the service may be shared with the relevant supplier.

7.4. Data transfer is carried out only limited to information necessary for the reservation and realization of the purchased service, in accordance with applicable personal data legislation.

8. CREATION AND FINALIZATION OF RESERVATION

8.1. Prices and availability displayed on the internet site may be obtained from dynamic systems.

8.2. Especially in products supplied via API/XML, prices and availability may change until the moment the reservation is completed.

8.3. The reservation;

• upon completion of the required payment,
• upon obtaining approval from the relevant supplier,
• upon creation of reservation number, PNR, or Voucher

becomes final.

8.4. If the relevant supplier does not approve the reservation despite payment being received, a suitable alternative may be offered to the CUSTOMER or the payment may be refunded under the relevant conditions.

The CUSTOMER is not obliged to accept the alternative.

9. PRICE AND EXCHANGE RATE

9.1. Fees for foreign tours, hotels, cruises, and other services may be determined in EUR, USD, GBP, or another foreign currency.

9.2. In case the service determined in foreign currency is paid in Turkish Lira, the sales rate applied in HOLİTERA's collection system for the relevant product on the payment date shall be taken as the basis.

9.3. If prepayment and balance are made on different dates;

• prepayment, at the rate on the day the prepayment was made,
• intermediate payment, at the rate on the day the intermediate payment was made,
• balance payment, at the rate on the day the balance payment was made

it is collected converted to TL via the HOLİTERA sales rate.

9.4. If a fixed rate application specific to the reservation exists, this situation shall be notified to the CUSTOMER during the reservation.

9.5. Price changes in package tours can only be made under the conditions permitted by the applicable Regulation on Package Tour Contracts.

10. PAYMENT AND BALANCE

10.1. The amount of prepayment and balance to be received in the reservation may vary depending on the relevant product.

10.2. The balance payment date is specified on the reservation document, payment plan, or Voucher.

10.3. The CUSTOMER is obliged to complete the balance payment on the notified date.

10.4. If the balance payment is not made within the deadline, HOLİTERA or the relevant supplier may cancel the reservation.

In this case, cancellation and deduction conditions applicable to the reservation shall apply.

10.5. The fact that the CUSTOMER has not yet paid the full tour fee does not automatically eliminate the cancellation fees applicable to the reservation and previously notified to them.

11. CREDIT CARD AND PAYMENT SECURITY

11.1. Credit card transactions may be carried out via the infrastructure of the relevant bank or authorized payment institution.

11.2. Banks' applications regarding;

• installments,
• commission,
• card limit,
• campaigns,
• points,
• maturity difference

are subject to the rules of the relevant bank or payment institution.

11.3. 3D Secure transactions are completed with verification performed by the cardholder via their bank.

11.4. If the CUSTOMER makes false or wrongful expenditure disputes regarding the service they actually benefited from or validly purchased, HOLİTERA's legal rights are reserved.

12. REFUNDS AND BANK FEES

12.1. If the right to refund arises, the refund shall be carried out via the method and currency used for payment, to the extent possible.

12.2. Refunds of amounts collected in foreign currency are generally carried out in the currency collected.

12.3. In cases where full and uninterrupted refund is mandatory by law, no deductions may be applied that would reduce the consumer's mandatory right.

12.4. In cancellations made at the request of the CUSTOMER where deductions are permitted according to legislation or reservation conditions; expenses paid to third parties, which cannot be recovered and can be documented if necessary, may be considered in the refund calculation.

12.5. If the refund is made via bank transfer, EFT, foreign currency transfer, SWIFT, or through a bank/payment system abroad, the actual transfer, EFT, SWIFT, correspondent bank, or international transfer fees actually charged by the bank or payment institution may be deducted from the refund amount in situations where full refund is not legally mandatory.

12.6. HOLİTERA will not collect any bank fees that did not actually occur or arbitrary deductions not previously notified to the consumer.

13. VISA SERVICES

13.1. That a tour requires a visa does not mean the visa service is automatically included in the tour fee.

Whether the visa service is included is clearly specified in the relevant tour program and reservation.

13.2. If the visa service fee is collected from the CUSTOMER during the reservation, HOLİTERA;

• notifies the required document list,
• document submission dates,
• current application procedures

to the CUSTOMER.

13.3. The CUSTOMER;

• accurate,
• complete,
• up-to-date,
• compliant with legislation,
• within the specified time frame

is obliged to submit all documents requested by HOLİTERA, consulate, embassy, or authorized visa center.

13.4. If the consulate or visa center requests additional documents, biometrics, fingerprints, personal interview, or additional processing, the CUSTOMER is obliged to complete these on time.

13.5. The provision of visa service by HOLİTERA does not constitute any guarantee or commitment that the visa will be issued.

13.6. The decision to grant or refuse a visa is entirely at the discretion of the relevant state's consulates, embassies, immigration authorities, or other competent authorities.

13.7. HOLİTERA cannot be held liable for the inability to obtain a visa due to reasons not attributable to HOLİTERA's fault, such as;

• rejection,
• delayed results,
• failure to result,
• unavailability of consulate appointment,
• request for additional documents,
• personal travel history,
• financial status,
• security checks,
• previous visa violations,
• missing or incorrect documents,
• failure of the CUSTOMER to attend personal interview or biometric process

etc.

13.8. In e-visas and electronic travel authorizations, the final approval also belongs to the competent authority of the relevant country.

13.9. If the CUSTOMER cannot participate in the tour, hotel, cruise, or another service due to the visa not being issued, the cancellation/refund conditions valid on the date the visa result is known shall apply to the purchased service.

A visa rejection alone does not create a right to free and uninterrupted cancellation. Rights arising from mandatory legislation are reserved.

13.10. Consulate fees,

• consulate fees,
• visa center fees,
• appointment fees,
• biometric fees,
• courier/shipping costs,
• visa tracking or consulting service fees

that have been processed or for which the service has been rendered may not be refunded.

14. PASSPORT, IDENTITY, AND ENTRY CONDITIONS FOR THE COUNTRY

14.1. For foreign trips departing with a passport, HOLİTERA's general operational rule is that the passport must have a validity period of at least 6 months from the start date of the trip.

14.2. If the country to be traveled to, transit country, or relevant carrier requires a longer passport validity period, the longer requirement of the relevant country or carrier shall apply.

14.3. To minimize potential problems that may arise during visa, transit, and travel, HOLİTERA recommends that CUSTOMERS and PARTICIPANTS travel with passports valid for at least 1 year from the start date of the trip.

14.4. Checking the passport validity period is the responsibility of the CUSTOMER and PARTICIPANT.

14.5. HOLİTERA is not responsible for the failure to carry out the trip due to worn, torn, wet, damaged, unreadable, or unsuitable passports and IDs found by border/carrier authorities.

14.6. The CUSTOMER and PARTICIPANT;

• visa,
• transit visa,
• residence permit,
• travel permission,
• consent letter (muvafakatname),
• health certificates,
• entry and exit conditions for the country

are obliged to fulfill the conditions applicable to their personal status.

14.7. Having a visa does not guarantee entry into the relevant country. The final decision on admission to the country lies with the border authorities.

15. FLIGHTS AND AIRLINE CHANGES

15.1. Flights may be realized as scheduled, charter, connecting, or group flights.

15.2. The airline company may;

• change the flight time,
• change the flight number,
• change the departure date,
• change the aircraft type,
• change the route,
• change the departure or arrival airport

or cancel the flight due to operational, technical, meteorological, or other reasons.

15.3. These types of decisions taken by the airline are not directly under HOLİTERA's control.

15.4. HOLİTERA is obliged to notify the CUSTOMER of changes communicated to it by the airline within the shortest reasonable time.

15.5. In individual airplane ticket sales, changes, cancellations, and refunds are carried out according to the airline's fare class and tariff.

15.6. Passenger rights arising from airline delays, cancellations, or schedule changes are subject to relevant aviation legislation.

15.7. If a flight change alters the essential element of the package tour, the CUSTOMER's rights arising from the Regulation on Package Tour Contracts are reserved.

15.8. If outbound and return flights are arranged as sequential tickets or within the same PNR, non-use of the outbound leg may lead to the cancellation of the return flight according to airline rules.

16. CONNECTING FLIGHTS

If the CUSTOMER reaches the starting point of the tour by their own means or with another transportation service purchased separately, the consequences arising from missing the connecting flight or transport due to changes in the main flight or tour time are subject to the terms of the respective service.

17. CRUISES AND SHIP VOYAGES

17.1. Cruise operators, port authorities, and ship captains;

• weather and sea conditions,
• port authority decisions,
• security,
• technical or operational reasons

may change the route, ports of call, departure/arrival times, or the program.

17.2. In changes realized outside HOLİTERA's control, HOLİTERA informs the CUSTOMER of the information it receives.

17.3. The special passenger transport, cabin, cancellation, change, and no-show rules of the cruise company are applied to the extent they are notified during the reservation.

17.4. Mandatory consumer rights arising from package tour legislation are reserved.

18. FORCE MAJEURE, EMERGENCY SITUATIONS, AND SAFETY

18.1. Without limitation to the following;

• war,
• civil war,
• terrorism,
• societal events,
• state of emergency,
• earthquake,
• flood,
• fire,
• storm,
• pandemic,
• quarantine,
• closure of border gates,
• closure of airspace,
• closure of ports,
• suspension of transport,
• official authority decisions,
• strikes,
• serious security risks

force majeure or unavoidable events occurring outside the control of the parties may arise.

18.2. If the service cannot be realized safely, legally, or factually, HOLİTERA or the product owner tour organizer;

• program change,
• postponement,
• offering alternative service,
• cancellation of the service partially or completely

may decide.

18.3. In these situations, the consumer's rights to refund, change, and others are determined according to the nature of the purchased service and mandatory applicable legislation.

18.4. In force majeure or unavoidable events where HOLİTERA cannot be held liable according to legislation, compensation claims not based on fault cannot be made additionally.

19. TOUR CANCELLATION DUE TO INSUFFICIENT PARTICIPATION

19.1. If a minimum number of participants is required for a tour to be realized, this situation may be specified in the tour program or pre-information documents.

19.2. If the minimum number of participants is not met, HOLİTERA or the product owner tour organizer may cancel the tour.

19.3. Cancellation notifications made for insufficient participation in package tours shall be conducted in compliance with the conditions specified in the relevant legislation and in any case at least 20 days before the start of the tour.

19.4. In case of cancellation, the CUSTOMER's rights arising from the relevant legislation are reserved.

20. TOUR PROGRAM AND OPERATIONAL CHANGES

20.1. The order of visits in the program;

• traffic,
• weather conditions,
• official authority decisions,
• working hours of museums or historical sites,
• road closures,
• transportation schedules,
• security,
• operational requirements

may be changed due to these reasons.

20.2. Changes in the order of visits do not count as a lack of service on their own, provided that the basic nature of the program is preserved.

20.3. If a change occurs in the essential element of the package tour, the consumer's legal rights are reserved.

21. ACCOMMODATION AND "AND SIMILAR" FACILITIES

21.1. If the phrase "and similar" appears next to the facility name in the tour program, another facility of the same or acceptable equivalent category may be used.

21.2. This provision does not apply if a specific facility or feature is explicitly guaranteed and sold.

21.3. If a feature is not explicitly guaranteed in the reservation;

• sea view,
• city view,
• front face,
• high floor,
• specific block,
• specific room number

the floor, location, facade, and view of the room may be determined according to the facility's availability.

21.4. As long as the room type and accommodation category are provided according to the reservation, the CUSTOMER's personal preference such as the room being on the back side, the floor, or disliking the view personally does not constitute a service defect or reason for refund on its own.

22. FOREIGN HOTEL RESERVATIONS

22.1. In individual foreign hotel reservations, HOLİTERA may act as an intermediary for reservation on behalf of the hotel, international reservation system, or supplier.

22.2. The reservation;

• may be refundable,
• partially refundable,
• changeable,
• non-refundable

may be.

22.3. The special cancellation condition related to the reservation is shown to the CUSTOMER prior to the reservation.

22.4. In reservations where the supplier or hotel accepts the refund, HOLİTERA carries out the necessary refund processes.

22.5. In reservations purchased as non-refundable or where the supplier applies a no-show/full penalty after the cancellation period has passed, a fee refund may not be made.

Mandatory consumer rights are reserved.

23. BUNGALOW, VILLA, AND DOMESTIC ACCOMMODATION SERVICES

23.1. In bungalow and villa reservations, the special conditions of the facility or product notified prior to the reservation are applied.

23.2. If HOLİTERA has the right of release available for the relevant product and it is not stated otherwise in the special condition, the reservation may be released once for requests made 40 days or more before the check-in date.

23.3. Released reservations must be used within the calendar year they were released.

23.4. For example, a reservation released within 2026 must be used by December 31, 2026, unless accepted otherwise in writing.

23.5. Released reservations not used within the same calendar year are not automatically transferred to the next calendar year, and the right of release expires.

23.6. If the service fee on the new reservation date is higher than the previous reservation fee, the price difference shall be paid by the CUSTOMER.

23.7. The release application cannot be used to eliminate the consumer's mandatory refund rights arising from mandatory legislation.

24. FACILITY ACCEPTANCE AND CAPACITY RULES

24.1. If more people than the number specified in the reservation arrive at the facility, the facility;

• may request an additional fee,
• may refuse to accept persons not suitable for capacity.

24.2. Consequences arising from non-compliance with facility acceptance rules that are clearly notified prior to the reservation and are lawful may belong to the CUSTOMER.

25. INCLUDED AND EXTRA SERVICES

25.1. The scope of a product;

• tour or product program on the internet site,
• reservation confirmation,
• Voucher,
• pre-information document,
• relevant special contract

shall be determined by evaluating together.

25.2. Services specified under headings such as "Included in price", "Included services", or similar are included in the service fee.

25.3. Services clearly specified as "Extra", "optional", "on request", "not included in price", "excluded services", or similar are not included in the main service fee.

25.4. Especially;

• city tours,
• extra excursions,
• museum/historical site entries,
• concert and event tickets,
• special activities,
• extra transfer,
• special restaurants,
• beverage packages,
• internet packages,
• seat selection,
• extra baggage,
• visa,
• special insurance

may incur extra fees unless explicitly stated as included in the product program.

25.5. If a service is explicitly specified as extra prior to the reservation and/or in the tour program, contract, or Voucher sent to the CUSTOMER, the CUSTOMER's purchase of this service during the travel by their own choice cannot later be claimed as a "hidden fee", "unexpected fee", or a service that should have been included in the main tour fee.

25.6. The CUSTOMER who does not wish to purchase the extra service is not obliged to purchase the relevant extra service unless it is explicitly stated as mandatory in the program.

25.7. Fees for extra services such as concert tickets, event tickets, insurance, special tours, etc., which have been paid to third parties, processed, finalized, or opened for use, are subject to their own cancellation/refund rules and may not be refunded.

26. INSURANCE

26.1. In package tours subject to mandatory insurance within the scope of Law No. 1618, the relevant mandatory insurance provisions apply.

26.2. Mandatory package tour insurance does not automatically cover all types of personal cancellation reasons.

26.3. Travel health insurance, travel cancellation insurance, or extended coverage can be purchased as separate services.

26.4. The cancellation and refund of a purchased and effective insurance policy are subject to the conditions of the insurance company and the policy.

27. PROMOTIONAL AND SPECIAL PRICED PRODUCTS

27.1. Some products;

• promotional,
• campaigned,
• early reservation,
• super promotion,
• non-refundable,
• non-refundable

may be offered for sale at special prices.

27.2. Special cancellation or non-refund conditions are clearly notified to the CUSTOMER before the reservation is established.

27.3. The indication of promotional or campaign does not automatically eliminate the consumer's rights arising from mandatory legislation.

28. NO-SHOW AND NON-PARTICIPATION IN SERVICE

28.1. Due to the CUSTOMER's own fault;

• failure to be present at the service start time,
• failure to check into the hotel,
• failure to board the flight,
• failure to board the ship,
• lack of necessary travel documents

may be evaluated as no-show.

28.2. In case of no-show, the supplier and product conditions notified prior to the reservation are applied.

28.3. If the CUSTOMER voluntarily leaves the tour or service early after the tour has started, refunds may not be made for unused services.

29. COMPLIANCE OF SERVICE WITH CONTRACT AND PERSONAL DISSATISFACTION

29.1. When evaluating whether the service is defective, the service scope promised to the CUSTOMER during the reservation and specified in written documents shall be taken as the basis.

29.2. If the;

• accommodation category,
• room type,
• board type,
• transportation,
• transfer,
• program,
• included services

promised in the contract is provided, personal dissatisfaction related only to the CUSTOMER's personal expectations or tastes does not count as a service defect on its own.

29.3. For example;

• the room facing the back side despite no view guarantee in the reservation,
• the food not being suitable for the CUSTOMER's personal taste despite being served with the quality specified in the contract,
• being accommodated on a different floor when a specific floor or room number was not guaranteed,
• excursions explicitly stated as extra in the program being charged additionally

cannot be evaluated as defective or incomplete service on their own.

29.4. However, if a service or feature explicitly promised in the reservation is not provided, the relevant legislative provisions apply.

30. IMMEDIATE NOTIFICATION OF SERVICE DEFICIENCIES

30.1. The PARTICIPANT is obliged to immediately notify;

• HOLİTERA,
• the package tour organizer,
• the tour guide,
• the hotel/facility manager, or
• the relevant service provider

of any violation of the contract or deficiency arising during the service.

30.2. The purpose of this notification is to identify the problem while the service continues and to remedy it if possible.

30.3. Especially;

• room type,
• room cleanliness,
• room or facility services,
• food,
• transfer,
• guidance,
• transportation,
• program

issues that can be identified and remedied during the service must be notified while the service continues.

30.4. The CUSTOMER continuing to use the service without notifying an issue that could be immediately noticed and remedied, and not giving the service provider a chance to correct it, may be considered in the evaluation of subsequent refund, compensation, or service defect claims.

30.5. The CUSTOMER continuing to benefit from the relevant service without objecting to an issue they clearly noticed may be considered, depending on the characteristics of the event, as using the service at that stage without reserving rights (ihtar).

30.6. However, these provisions cannot be interpreted as eliminating the CUSTOMER's;

• rights arising from mandatory legislation,
• rights that cannot be waived in advance,
• rights that emerge later or are of a hidden nature

etc.

31. COMPLAINTS, COMMENTS, AND PROTECTION OF HOLİTERA'S COMMERCIAL REPUTATION

31.1. HOLİTERA respects the CUSTOMER's right to express positive or negative opinions regarding their real experience, criticize, apply to consumer platforms, and exercise their legal rights.

31.2. The CUSTOMER's legal rights cannot be restricted due to honestly conveyed real experiences, criticisms based on verifiable facts, and lawful complaints.

31.3. However, the CUSTOMER;

must not publicly disclose a matter clearly notified to them prior to the reservation and included in the tour program, contract, Voucher, email, or pre-information documents as a fee/service that was never disclosed, hidden, or revealed later contrary to the truth.

31.4. For example, while city tours are explicitly stated as "extra/optional" in the tour program and the CUSTOMER purchased these tours during the travel by their own choice; presenting this situation as "mandatory fee hidden in reservation" or "money demanded every day without notice" as a false factual allegation in public media may be considered unlawful depending on the specifics of the concrete event.

31.5. If the CUSTOMER;

• knowingly or in a manner clearly contrary to the truth,
• using fabricated events and information,
• showing HOLİTERA as having committed an act it did not commit,
• using expressions constituting insults or defamation,
• asserting serious allegations such as "scammer", "fraudster", or similar without concrete reality

causes damage to HOLİTERA's commercial reputation in an unlawful manner on Google, social media, complaint platforms, forums, or other public media, HOLİTERA's legal rights are reserved.

31.6. In such a situation, HOLİTERA may request;

• correction of the false content,
• removal of the unlawful content,
• cessation of the attack,
• determination of unlawfulness,
• publication of correction or decision,
• compensation for material damages suffered,
• compensation for moral damages if conditions exist

depending on the specifics of the concrete event.

31.7. If the act simultaneously constitutes a crime, HOLİTERA's right to apply to competent authorities is reserved.

31.8. In cases of unlawful attacks against HOLİTERA's commercial reputation or personality rights, HOLİTERA may apply to competent authorities empowered by legislation, including the courts legally competent in Istanbul where its headquarters is located.

31.9. This article cannot be interpreted as hindering the CUSTOMER's freedom of criticism, complaint, or seeking consumer rights based on the truth.

32. ACCURACY OF CUSTOMER INFORMATION

32.1. The CUSTOMER;

• first and last name,
• date of birth,
• T.C. ID,
• passport,
• telephone,
• e-mail

and other information given for the reservation is obliged to verify their accuracy.

32.2. If the airplane ticket, visa, or reservation needs to be reorganized due to incorrect information and the error stems from the CUSTOMER, the actual change fees of the service provider may be passed on to the CUSTOMER.

32.3. If the error stems from HOLİTERA, no additional fee shall be requested from the CUSTOMER solely due to this error.

33. BAGGAGE AND PERSONAL BELONGINGS

33.1. Baggage allowance is subject to the rules of the relevant carrier.

33.2. The custody of money, passports, jewelry, electronic devices, valuable documents, and other personal belongings is the responsibility of the PARTICIPANT.

33.3. In bags lost or damaged by the carrier, the relevant transport legislation and carrier's liability rules apply.

34. BEHAVIOR OF CUSTOMER AND PARTICIPANT

The CUSTOMER and PARTICIPANT;

• must comply with the laws of the visited country,
• facility rules,
• rules of the airline and other carriers,
• instructions of the cruise operator and ship captain,
• safety and operational instructions given by the tour guide

are obliged.

Provisions of the service provider and applicable legislation regarding individuals whose actions seriously endanger the safety of other passengers or objectively make the continuation of the service impossible shall apply.

35. TRANSFER OF PACKAGE TOUR

The package tour participant may transfer the contract to another person carrying all conditions necessary for the package tour, provided they notify in writing or via a permanent data recorder at least 7 days before the start of the tour.

Actual and reasonable;

• airplane ticket,
• name change,
• visa,
• cruise,
• supplier

expenses incurred due to the transfer shall be borne by the transferor and the transferee.

36. CUSTOMER'S TERMINATION OF PACKAGE TOUR

36.1. In terminations made at least 30 days before the start of the package tour, the applicable Regulation on Package Tour Contracts shall apply.

36.2. In terminations made less than 30 days before the start of the package tour, reasonable deductions specified prior to the reservation in the special Package Tour Contract and compliant with relevant legislation may be applied.

36.3. In terminations made due to a situation or force majeure that could not be foreseen and prevented despite all due care shown by the PARTICIPANT, the relevant legislative provisions shall apply.

37. CANCELLATION BY HOLİTERA OR TOUR ORGANIZER

37.1. If the package tour is cancelled before the tour starts for reasons not attributable to the PARTICIPANT, the CUSTOMER's rights arising from the Regulation on Package Tour Contracts shall apply.

37.2. Cancellations made due to insufficient participation are subject to the conditions specified in Article 19.

37.3. In force majeure or unforeseeable and unpreventable events, liability is determined according to relevant legislation.

38. INCOMPLETE PERFORMANCE DURING PACKAGE TOUR

If an important service cannot be fulfilled during the package tour, equivalent alternative arrangements that do not incur additional cost for the CUSTOMER shall be offered to the extent possible.

If there is a difference in the meaning of legislation between the promised service and the provided service, the CUSTOMER's price reduction and other legal rights are reserved.

39. EXEMPTION FROM LIABILITY CASES

If the breach of contract falls within the scope of relevant legislation;

• due to the fault of the PARTICIPANT,
• due to the unexpected and unpreventable behavior of a third party not involved in the performance of the contract,
• due to force majeure,
• due to events that could not be foreseen or prevented despite all due care shown

exemption from liability provisions regulated in the legislation shall apply.

40. SERVICES PURCHASED INDEPENDENTLY FROM HOLİTERA

Services such as;

• photography/video,
• restaurants,
• shopping,
• taxis,
• entertainment,
• activities,
• private tours

purchased directly from third parties during the travel by the CUSTOMER outside the sale or organization of HOLİTERA are not part of the contract between HOLİTERA and the CUSTOMER.

41. OPERATIONAL NOTIFICATIONS

HOLİTERA;

• flight changes,
• hotel information,
• tour guide,
• meeting time,
• balance payment,
• tour program,
• travel document,
• operational changes

may transmit information such as via telephone, SMS, WhatsApp, email, or other appropriate communication methods.

The CUSTOMER is obliged to ensure that contact information is updated and accurate.

42. CANCELLATION AND CHANGE REQUESTS

As a principle, cancellation, change, and termination requests should be made in writing or via a permanent data recorder for ease of proof.

Notifications made to the official email address announced by HOLİTERA for reservation processes may be used for this purpose.

Cases where legislation grants validity to notifications made through other means are reserved.

43. PROTECTION OF PERSONAL DATA

43.1. Customers' personal data are processed in accordance with Law No. 6698 on the Protection of Personal Data and relevant legislation.

43.2. Data necessary for the reservation to be realized may be transferred to the product owner tour operator, travel agency, hotel, airline, cruise company, transfer firm, and other relevant service providers.

43.3. Data transfers carried out via API/XML and similar integrations are also subject to relevant legislation.

43.4. Detailed information is included in the Holitera Tourism Customer KVKK Informative Text.

43.5. Acceptance of this agreement does not mean that explicit consent has been given for personal data processing activities requiring explicit consent.

44. ELECTRONIC CONTRACT AND RECORDS

44.1. This agreement may be concluded electronically.

44.2. Reservation records, payment records, electronic approvals, system logs, emails, and messages may be used as evidence in accordance with the law.

44.3. The rights of the parties to present counter-evidence are reserved.

45. CONSUMER DISPUTES

45.1. In consumer disputes, Law No. 6502 on the Protection of Consumers and relevant legislation shall apply.

45.2. The CUSTOMER's;

• right to apply to Consumer Arbitration Committees,
• mediation as a prerequisite for lawsuit,
• consumer courts,
• other competent authorities prescribed by law

rights are reserved.

45.3. The CUSTOMER's mandatory application and lawsuit rights arising from consumer legislation cannot be restricted by this agreement.

45.4. HOLİTERA's own lawsuit and application rights regarding independent unlawful acts directed against its personality rights, commercial reputation, or other private law rights are reserved.

46. PARTIAL INVALIDITY

The invalidity or unconstitutionality of any provision of this agreement does not affect the validity of other provisions.

The relevant mandatory legislative provision shall apply in place of the invalid provision.

47. EFFECTIVE DATE

This General Service Agreement enters into force upon being made accessible to the CUSTOMER prior to the reservation and accepted electronically or by other legally valid methods.

Documents prepared according to the service type;

• Package Tour Contract,
• Package Tour Pre-Information Brochure,
• Distance Service Contract,
• pre-information documents,
• Voucher,
• tour program,
• product special conditions,
• reservation confirmation

are supplementary documents to this agreement.

This General Service Agreement consists of 47 main articles.