Cancellation and Refund Policy
Cancellation, modification, and refund conditions applied to package tours, reservations, and other travel services organized by Tripora.
Cancellation and Refund Policy
Effective date: [DATE]
Last updated: [DATE]
This Policy regulates the cancellation, modification, and refund processes of package tours and other travel services organized by TRIPORA GROUP TURİZM GAYRİMENKUL VE DANIŞMANLIK LİMİTED ŞİRKETİ ("Tripora"). The Policy has been prepared within the framework of the Regulation on Package Tour Contracts published in the Official Gazette dated 14.01.2015 and numbered 29236 and the Law on Consumer Protection No. 6502.
1. Right of Withdrawal
1.1 Withdrawal in Package Tour Contracts
Pursuant to Article 6 of the Regulation on Package Tour Contracts, package tour contracts are as a rule excluded from the right of withdrawal; however, the cancellation stages specified below shall apply.
1.2 Other Services in the Nature of Distance Sales
For single service sales that do not qualify as package tours (e.g., airline ticket transfer only, hotel reservation), a 14-day right of withdrawal may be granted; however, this right expires as soon as the buyer agrees to the commencement of the service performance.
2. Consumer-Induced Cancellations
If the customer requests cancellation in writing before the tour start date, the following graduated deduction table shall apply:
Date of Cancellation Request | Applied Deduction |
|---|---|
30 days or more before the start of the tour | 5% of the total price (administrative cost) |
29 – 15 days before the start of the tour | 35% of the total price |
14 – 7 days before the start of the tour | 60% of the total price |
6 days or less before the start of the tour / non-participation | 100% of the total price |
2.1 Important Notes for Cancellations
Cancellation requests must be submitted in writing to info@triporagroup.com or to our Registered Electronic Mail (KEP) address.
The graduated deduction is calculated over the purchased package tour price.
Flights with issued tickets are subject to airline rules; they are evaluated separately from the main package price.
Visa fees, consular fees, and visa advisory fees (including visa refusal) are non-refundable.
For early booking, promotional, and "non-refundable" products, the entire tour price may be non-refundable.
In boutique / private tours, cancellation stages may be applied more strictly, taking into account the pre-blocking costs of hotels, guides, and all services.
2.2 Transfer of Contract (Regulation Art. 8)
The consumer may, by giving written notice to Tripora at least 7 days before the start of the package tour, transfer the contract to a third party who meets the conditions for participating in the package tour. The transferor and the transferee are jointly and severally liable for the remaining balance and any costs arising from the transfer.
3. Tripora-Induced Cancellations (Regulation Art. 16)
In the following cases, Tripora may cancel or change the package tour:
Failure to reach the minimum number of participants
Cases of force majeure
Compulsory changes resulting from suppliers
Operational or security requirements
In these cases, Tripora;
Primarily proposes an alternative tour of equivalent or higher quality,
In the event that the consumer does not accept, refunds the entire paid price within 14 days and without any deduction,
Pays the compensation provided for in the regulation for the proven damages suffered by the consumer (except for force majeure cases).
3.1 After the Tour Starts (Regulation Art. 17)
If deficient performance occurs after the package tour starts, Tripora shall offer solutions starting with the method of remedying the deficiency, or if this is not possible, by applying a price reduction or offering an equivalent service. If a significant part of the tour cannot be performed, the consumer's return organization is provided free of charge by Tripora.
4. Force Majeure
The following situations are accepted as force majeure:
War, civil war, insurrection, terrorist incidents
Natural disasters (earthquake, flood, volcano, avalanche, etc.)
Epidemic diseases and pandemics (WHO/authorized authority notification)
Interruption of transport due to adverse weather conditions
Closure of airspace, visa/entry bans
General strike, lockout
Decisions of public authorities
Bankruptcy of the supplier (partially covered within the scope of compulsory insurance)
In case of force majeure, Tripora and the Consumer have the right to terminate the contract. Tripora shall refund all fees collected but not transferred to the supplier within 30 business days.
5. Visa Refusal
In case of visa refusal, the main price of the package tour is calculated according to the cancellation stages; visa fees, appointment, and consultancy fees are non-refundable.
The Consumer is responsible if the visa application is rejected due to being made with incomplete or incorrect information.
Tripora only provides visa facilitation services; the visa decision belongs entirely to the relevant consulate.
6. Health Problems
In the event that the Consumer cannot participate in the tour due to a documentable health problem, if a purchased "Cancellation Insurance" exists, the decisions of the insurance company shall prevail. If there is no insurance, the graduated table in Article 2 shall apply.
Tripora strongly recommends all its customers to purchase Cancellation Insurance at the time of booking.
7. Refund Processes
7.1 Refund Period
Cancellations induced by Tripora: 14 days
Cancellations induced by the consumer: The remaining amount after deduction, within 14 business days following the approval of the request
Force majeure cancellations: 30 business days
7.2 Refund Method
Refunds are processed using the same method of payment and to the same account. For credit card payments, a refund is made to the card (bank processing times can vary between 1-30 days). For EFT/wire transfer payments, a refund is made to the bank account (TR IBAN) provided by the customer.
7.3 Bank Commissions and Exchange Rate Difference
Tripora is not responsible for commissions and exchange rate differences applied by banks during refund transactions.
Additional banking expenses such as foreign card usage, etc., belong to the customer.
8. Changes in Tour Content (Regulation Art. 9, 10)
8.1 Significant Changes
The following cases are considered significant changes:
An increase of more than 5% in the tour price
A significant decrease in accommodation category
A change of more than 24 hours in the departure/return date
Significant route changes
In these cases, the Consumer may accept the change within a reasonable period of time or terminate the contract with a right to refund.
8.2 Minor Changes
Hotel or flights changes may be made without Consumer approval, provided they are in the equivalent or higher category.
9. Compulsory Package Tour Insurance
Pursuant to Article 12 of Law No. 1618, a Compulsory Package Tour Insurance has been concluded for all package tours organized by Tripora:
Insurance Company: [Insurance Company]
Policy No: [Policy No]
Coverage: Bankruptcy, deficient performance, other risks
10. Consumer Complaint and Application
For their concerns, the Consumer:
Must first contact Tripora via info@triporagroup.com,
If the solution is not deemed satisfactory, may apply to the Consumer Arbitration Committees or Consumer Courts,
May apply to the TÜRSAB Arbitration Board: tursab.org.tr
The Ministry of Trade - Consumer Information System should be taken as reference for application limits and procedures.
11. Contact
For your cancellation and refund requests:
Company: TRIPORA GROUP TURİZM GAYRİMENKUL VE DANIŞMANLIK LİMİTED ŞİRKETİ
E-mail: info@triporagroup.com
Registered E-mail (KEP): [kep address]
Phone: +90 541 824 79 09
Address: 19 Mayis Mah. Halaskargazi Cad. No: 216 Ic Kapi No: 3, Sisli / Istanbul
Tax Office / No: Mecidiyeköy / 8591533338
