Cancellation and Refund Policy

Effective date: [DATE]
Last updated: [DATE]

This Policy regulates the cancellation, change, and refund processes for package tours and other travel services organized by TRIPORA GROUP TOURISM REAL ESTATE AND CONSULTANCY LIMITED COMPANY ("Tripora"). The Policy has been prepared within the framework of the Package Tour Contracts Regulation published in the Official Gazette dated 14.01.2015 and numbered 29236 and the Consumer Protection Law No. 6502.

1. Right of Withdrawal

1.1 Withdrawal in Package Tour Contracts

Pursuant to Article 6 of the Package Tour Contracts Regulation, package tour contracts are in principle outside the scope of the right of withdrawal; however, the cancellation tiers set out below apply.

1.2 Other Services in the Nature of Distance Selling

For individual service sales that are not package tours (e.g., only transfer of airline tickets, hotel reservations), a 14-day right of withdrawal may be granted; however, this right ends at the moment the buyer agrees to the commencement of service performance.

2. Consumer-Initiated Cancellations

If the customer submits a written cancellation request before the tour start date, the following graduated deduction table applies:

2.1 Important Notes on Cancellations

• Cancellation requests must be submitted in writing to info@triporagroup.com or to our KEP address.

• The graduated deduction is calculated based on the purchased package tour fee.

• Ticketed flights are subject to airline rules; they are assessed separately from the main package price.

• Visa fees, consular fees, and visa consultancy fees (including visa rejection) are non-refundable.

• For early booking, promotional, and "non-refundable" products, the entire tour price may be non-refundable.

• For boutique / private tours, cancellation tiers may be applied more strictly considering the pre-blocking costs of hotels, guides, and all services.

2.2 Assignment of the Contract (Regulation Art. 8)

The consumer may, by giving written notice to Tripora at least 7 days before the start of the package tour, assign the contract to a third party who meets the conditions for taking the package tour. The assignor and assignee are jointly and severally liable for the remaining balance and the costs arising from the assignment.

3. Tripora-Initiated Cancellations (Regulation Art. 16)

In the following cases, Tripora may cancel or change the package tour:

• Failure to reach the minimum number of participants

• Force majeure situations

• Mandatory changes arising from suppliers

• Operational or security requirements

In such cases, Tripora;

1. First offers an alternative tour of equivalent or higher quality,

2. If the consumer does not accept, refunds all amounts paid within 14 days and without deduction,

3. Pays the compensation предусмотрed in the regulation for the consumer's proven losses (excluding force majeure cases).

3.1 After the Tour Has Started (Regulation Art. 17)

If partial performance occurs after the package tour has started, Tripora first seeks a solution by remedying the deficiency; if that is not possible, it applies a price reduction or provides an equivalent service. If an important part of the tour cannot be performed, the consumer's return arrangement is provided free of charge by Tripora.

4. Force Majeure

The following situations are considered force majeure:

• War, civil war, riots, terrorist incidents

• Natural disasters (earthquake, flood, volcano, avalanche, etc.)

• Communicable disease and pandemic (WHO/competent authority announcement)

• Interruption of transportation due to adverse weather

• Closure of airspace, visa/entry bans

• General strike, lockout

• Decision by public authority

• Bankruptcy of the supplier (partially covered under mandatory insurance)

In case of force majeure, Tripora and the Consumer have the right to terminate the contract. Tripora refunds all amounts collected but not transferred to the supplier within 30 business days.

5. Visa Rejection

• In the event of visa rejection, the main price of the package tour is calculated according to the cancellation tiers; visa fees, appointment fees, and consultancy fees are not refunded.

• The Consumer is responsible if the visa application is rejected because it was submitted with incomplete or incorrect information.

• Tripora provides only visa intermediary services; the visa decision belongs entirely to the relevant consulate.

6. Health Issues

If the consumer cannot participate in the tour due to a documentable health issue, and a purchased "Cancellation Insurance" exists, the insurance company's decisions shall prevail. If there is no insurance, the graduated table in Article 2 applies.

Tripora strongly recommends all customers to purchase Cancellation Insurance during booking.

7. Refund Processes

7.1 Refund Period

• Tripora-initiated cancellations: 14 days

• Consumer-initiated cancellations: The remaining amount after deduction, within 14 business days following approval of the request

• Force majeure cancellations: 30 business days

7.2 Refund Method

Refunds are made through the same payment method and to the same account. For credit card payments, the card is refunded (bank processing time may take 1-30 days). For EFT/bank transfer payments, the refund is made to the bank account (TR IBAN) notified by the customer.

7.3 Bank Commissions and Exchange Rate Differences

• Tripora is not responsible for commissions and exchange rate differences applied by banks in refund transactions.

• Additional banking costs such as foreign card use, etc., are borne by the customer.

8. Changes in Tour Content (Regulation Arts. 9, 10)

8.1 Significant Changes

The following situations are considered significant changes:

• Price increase exceeding 5% of the tour price

• Significant downgrade in accommodation category

• Change of more than 24 hours in departure/return date

• Significant route changes

In such cases, the Consumer may accept the change within a reasonable time or terminate the contract with the right to a refund.

8.2 Minor Changes

Hotel or flight changes may be made without the Consumer's approval, provided they are in an equivalent or higher category.

9. Mandatory Package Tour Insurance

Pursuant to Article 12 of Law No. 1618, a Mandatory Package Tour Insurance has been concluded for all package tours organized by Tripora:

• Insurance company: [Insurance Company]

• Policy No: [Policy No]

• Coverage: Bankruptcy, defective performance, other risks

10. Consumer Complaints and Applications

For issues, the Consumer should:

1. First contact Tripora via info@triporagroup.com,

2. If the solution is not satisfactory, apply to the Consumer Arbitration Committees or Consumer Courts,

3. Apply to the TÜRSAB Arbitration Board: tursab.org.tr

For application limits and procedure, the Ministry of Trade - Consumer Information System should be referenced.

11. Contact

For your cancellation and refund requests:

• Company: TRIPORA GROUP TOURISM REAL ESTATE AND CONSULTANCY LIMITED COMPANY

• Email: info@triporagroup.com

• KEP: [kep address]

• Phone: +90 541 824 79 09

• Address: 19 Mayıs Mah. Halaskargazi Cad. No: 216 İç Kapı No: 3, Şişli / Istanbul

• Tax Office / No: Mecidiyeköy / 8591533338