Cancellation and Return Terms

Holitera Tourism Refund, Cancellation and Change Policy

As Holitera Tourism, we commit to providing transparent and fair service to our guests. The cancellation, refund, and change conditions applicable to all purchased services are detailed below. All guests making a reservation are deemed to have accepted these conditions in advance.

Basic Cancellation Notification Rules

All cancellation, refund, and change requests must be submitted in writing by the guest to the email address used for the reservation, specifically to Holitera Tourism's official email address: reservation@holitera.com.

Cancellation requests made via WhatsApp, Instagram, phone, or other verbal channels will not be considered valid unless confirmed in writing.

Special Conditions and Exceptions

In addition to the general cancellation terms specified in this policy, some tour packages, accommodation facilities, or services (e.g., promotional tours, "non-refundable" hotel rooms, services obtained from XML suppliers) may have their own special cancellation conditions.

These special conditions are clearly stated on the detail page of the relevant service, in the "Descriptions" section, or on the "Voucher" (Confirmation Document) sent to the guest.

If a special cancellation/refund condition is specified for a service, those specific rules prevail over the general rules in this policy in case of any discrepancy.

Packaged Tours and Promotional Tours: For services sold under the Packaged Tour and Promotional Tour categories, no refund will be issued for cancellations made 40 days or less before the tour departure date. By approving the reservation at the time of booking, the guest is deemed to have accepted this condition in advance.

1. International Tours Cancellation and Refund Conditions

(General conditions apply if no special situation is specified, provided the tour is not categorized as "Packaged Tour / Promotional Tour" and is not a cruise. Special provisions in Section 1.1 apply to cruise tours.)

Time-Based Deduction Rates

For cancellations made within 40–30 days prior to the tour departure date, the prepayment amount is deducted; the remaining balance is refunded.

For cancellations made within 30–21 days prior to the tour departure date, 75% of the total tour price is deducted, and the remaining balance is refunded.

For cancellations made 21 days or less prior to the tour departure date, 100% of the tour price is applied as a deduction, and no refund is made.

Deduction Debt for Unpaid Reservations: Guests who submit a cancellation request according to the above timeframes and have not yet completed their remaining (balance) payment are obligated to pay the deduction amount for the relevant period (prepayment amount, 75%, or 100%) to Holitera Tourism based on the rates above. If the deduction amount exceeds payments made up to that point, the difference will be collected from the guest.

In cases where sufficient participation is not achieved, Holitera Tourism may issue a cancellation notice no later than 20 days before the departure date.

In force majeure situations (war, natural disaster, pandemic, border closure, flight cancellation, etc.), cancellation and refund conditions are applied according to the policies of the relevant airlines and service providers. In such cases, Holitera Tourism acts solely as an intermediary institution.

1.1. Special Provisions for Cruises (Ship Tours)

This article applies specifically to cruise (ship tour) services; due to the nature of maritime transport, it supplements and takes precedence over the general international tour provisions above. In the event of a conflict between this article and the general provisions, the special provisions in this article shall prevail for cruise services.

Intermediary Status: In cruise services, the cruise line/ship operator managing the vessel is the primary supplier (carrier). Holitera Tourism acts as an intermediary agency between the guest and the cruise line; the execution of the voyage, onboard services, security, and transportation are the responsibility of the cruise line. The passenger transport and ticket conditions published by the cruise line are an integral part of this policy.

Payment Conditions (120-Day Rule)

For reservations made more than 120 (one hundred twenty) days before the departure date, 30% of the total tour price is collected as a deposit; the entire remaining balance must be paid no later than 120 days before the departure date.

For reservations made less than 120 days before departure, the full tour price must be paid at the time of reservation.

If payment is not completed within the specified periods, Holitera Tourism reserves the right to cancel the reservation without prior notice and apply the following cancellation conditions.

Cancellation and Refund Conditions

If the guest submits a cancellation request more than 120 days before the departure date, all amounts paid will be refunded without any deductions (excluding bank/transaction fees).

For cancellations made less than 120 days before departure, the following tiered deduction applies. This table is the primary and binding rule; exceptions are limited only to products explicitly marked as "promotional / non-refundable / XML supplier":

Cancellation Time Deduction Rate

120–90 days before departure 30% of the tour price

89–60 days before departure 50% of the tour price

59–30 days before departure 75% of the tour price

29–0 days before departure / No-Show 100% of the tour price

A guest who has not completed their payment is obligated to pay the deduction amount for the relevant period based on the rates above.

Refunds for pre-purchased additional services such as beverage packages, internet, land tours, and special restaurants are subject to the conditions of those respective services.

Passenger Responsibilities (Entry Documents, Visas, and Transportation)

Passport Validity: For tours traveling with a passport (visa-free or visa-required), all passports must have a validity period of at least 6 months from the tour return date.

Passport/ID Quality: Travel should not be undertaken with worn, torn, wet, deformed, or damaged passports or identity documents.

Travel with ID Card (Georgia, etc.): For travel to countries allowing entry with an ID card for Turkish citizens (Georgia, Northern Cyprus, etc.), the use of a new type chip-based Turkish Identity Card is mandatory. Exit from the country cannot be made with old-style population registry certificates or driver's licenses. Identity cards older than 10 years may not be accepted at border gates, even if not deformed.

Visa Responsibility: Holitera Tourism acts solely as an intermediary institution between the passenger and the consulate. The consulate has the right to refuse visas. Holitera Tourism bears no responsibility if the passenger fails to obtain a visa or if their personal application is rejected, and time-dependent cancellation deductions will apply.

Cancellation Due to Visa, Transit Visa, and Country Entry/Exit Permissions: Unless it is explicitly stated on the tour sales page, in the contract, or on the Voucher (Confirmation Document) that Holitera Tourism will provide visa services; researching, obtaining, checking the validity of, and making necessary applications for passports, visas, e-visas, transit visas, residence permits, travel permissions, country entry/exit documents, port/land exit permissions, cruise and airline acceptance conditions, and entry conditions applied by arrival and transit countries based on the passenger's citizenship is entirely the passenger's responsibility. General information provided by Holitera Tourism is for informational purposes only and does not guarantee visa issuance, country entry, or acceptance of the passenger by the airline/cruise operator.

The rejection, failure to process, or delay of a visa application; inability to secure a consulate appointment; incomplete, incorrect, or unsuitable documents; issues related to passport or residence permit; restrictions applied based on citizenship; or the refusal of the passenger by the consulate, border authority, port administration, airline, or cruise operator does not entitle the passenger to free cancellation or unconditional refund.

For cancellation and refund requests made for these reasons, the relevant general or special cancellation/refund table specified in this policy and the binding rules of the service provider will be applied according to the nature of the purchased service. If 100% deduction or non-refundability is foreseen for the relevant period, no fee refund will be made; if a lower deduction is foreseen, only the amount calculated according to the relevant rules will be refunded.

If it is explicitly stated that Holitera Tourism will provide visa services, the scope of this service and the responsibilities of the parties will be determined according to the contract presented during sales, the Voucher (Confirmation Document), or separately issued visa service conditions. The final decision-making authority of consulates, border authorities, and carriers remains reserved. Consumer rights arising from imperative legislation remain reserved.

Check-in and Boarding: Check-in and boarding procedures for passengers on air tours are their own responsibility. Delays, gate changes, and other information should be monitored via airport announcements and boards.

Presence at the Airport: Holitera Tourism is not responsible for passengers' inability to fly/tour if they are not present at the airport (or tour starting point) at the times notified by Holitera Tourism or do not complete their procedures on time. In this case, the cost of new flight tickets and transfers required to continue the tour is borne by them.

Tour Flow and Other Conditions

Program Changes: Panoramic tours and tours included in the program may be canceled due to lack of permission by local authorities, closed roads, or weather conditions. In this case, Holitera Tourism cannot be held liable.

Non-Participation in Tour (No-Show): Passengers who are not present at the departure time or cannot depart due to missing/invalid entry documents (passport, ID, visa, etc.) will not receive a refund of the tour fee.

Early Departure from Tour: No refund will be made to passengers who leave early or do not participate in the tour after it has started.

Tour Transfer: The participant may transfer their reservation to another person by giving written notice at least 7 days before the tour departure date. Any additional costs that may arise (e.g., flight ticket name change fee) are borne by the passenger.

Extra Services: Extra services taken at the passenger's request (single room supplement, optional tours, extra insurance, etc.) are not refunded if the tour is canceled.

2. Domestic Tours (Day Trips and Overnight)

(These apply if no special situation is specified and the tour is not categorized as "Packaged Tour / Promotional Tour".)

Time-Based Deduction Rates

For cancellations made up to 40 days before the tour departure date, only the prepayment amount is deducted; the remaining balance is refunded.

For cancellations made within 40–30 days prior to the tour departure date, the prepayment amount is deducted; the remaining balance is refunded.

For cancellations made within 30–21 days prior to the tour departure date, 75% of the total tour price is deducted, and the remaining balance is refunded.

For cancellations made 21 days or less prior to the tour departure date, 100% of the tour price is applied as a deduction, and no refund is made.

Deduction Debt for Unpaid Reservations: Guests who submit a cancellation request according to the above timeframes and have not yet completed their remaining (balance) payment are obligated to pay the deduction amount for the relevant period to Holitera Tourism based on the rates above.

Insufficient Participation (Day Trips): In day trips, if the required number of participants is not reached, Holitera Tourism has the right to cancel the tour. In this case, the cancellation notice is made to the guest no later than 24 hours before the tour, and the collected fee is refunded without deduction.

Insufficient Participation (Overnight Tours): For overnight domestic tours, the cancellation notice is made no later than 48 hours before the tour.

3. Accommodation (Bungalows, Hotels, and Supplier Facilities)

Holitera Tourism acts as an intermediary institution between the facilities and guests for the accommodation services it provides (bungalows, hotels, etc.). Therefore, cancellation and refund conditions depend on the facility's own policies and the conditions of the room type selected at the time of reservation.

The guest is deemed to have accepted these special cancellation conditions presented and determined by the facility at the time of reservation. (See: Special Conditions and Exceptions)

Prepayment: Prepayments made for reservations at many facilities are non-refundable under any circumstances.

Date Change / Opening: To the extent permitted by the facility, reservations can be transferred to a different date within the same calendar year or opened once, provided the request is made 40 days or more before the reservation date.

Force Majeure: Less than 40 days before the reservation date, date changes or opening may be made with the facility's approval only in cases of force majeure (accident, death, etc.), provided that the situation is documented with official paperwork.

Requests Not Meeting Opening Conditions: If the guest's request does not meet the date change/opening conditions specified above (notification 40 days in advance or documented force majeure), the reservation cannot be opened or canceled. In this case, the guest commits to paying the remaining (balance) payment to the facility/Holitera Tourism.

No-Show / Early Departure: No refund will be made for failure to check into the hotel (No-Show) or for early checkout before the reservation period ends, according to facility policies.

4. Transfer Services

Time-Based Cancellation: For cancellation requests made up to 7 days (168 hours) before the planned transfer service date, the total transfer fee is refunded without deduction.

Late Cancellation / No-Show: No refund will be made for cancellation requests made less than 7 days before the transfer service or in case of non-use of the service (No-Show).

Delay and Flight Delay Notification: It is mandatory for the guest to immediately notify Holitera Tourism's operations team of flight delays, bus delays, or any delays occurring at the planned pickup time.

Unreported Delays: In case of unreported delays at airports or bus stations, the transfer vehicle will wait for the guest at the pickup point for a maximum of 60 minutes. After this period expires, the service will be considered provided even if the guest does not arrive, and no refund will be made.

5. Air Tickets (Standalone Sales)

Holitera Tourism acts as an intermediary institution between airlines and passengers. For cancellation, refund, and change procedures, the rules determined by the airline company from which the ticket was purchased for the relevant ticket class (promotion, economy, etc.) apply.

Especially promotional class tickets (non-refundable) may be non-refundable.

For refundable tickets, in addition to the airline's deductions, Holitera Tourism's "Agency Service Fee" is non-refundable.

6. General Refund Procedure and Financial Conditions

The following financial conditions apply to all service categories:

Refund Period: Fee refunds entitled to the guest and approved in writing by Holitera Tourism will be processed within 14 (Fourteen) business days from the date the cancellation request is approved.

Refund Costs: Refunds are made using the method by which the guest paid. Costs such as bank transfer fees, EFT fees, credit card commissions, or foreign remittance charges incurred during the refund process are deducted from the refund amount.

Currency: If the payment was made in foreign currency, refund transactions will be made in the currency used for payment. Holitera Tourism is not responsible for exchange rate fluctuations.

Collection of Deduction Debts: Deduction amounts to be collected from the guest according to this policy will be offset against payments made by the guest up to that point; if the payments made do not cover the deduction amount, the difference will be additionally requested from the guest.

All these conditions are deemed to have been communicated to guests at the time of reservation, and Holitera Tourism cannot be held responsible for any problems or complaints that may arise after providing the necessary information.