Cancellation & Refund Policy

This page reproduces clauses 6, 7 and 8 of our Terms & Conditions, which govern changes, cancellations, refunds and waiting charges. In case of any difference, the full Terms & Conditions prevail.

How to cancel or change a booking

All cancellation and change requests must be sent in writing by e-mail to concierge@terraturkeydmc.com. A cancellation takes effect when we receive it; a change takes effect only when we confirm it in writing. All times are calculated against the scheduled pick-up time in Istanbul local time.

7. Cancellation and refunds

7.1 You may cancel by emailing concierge@terraturkeydmc.com. A cancellation takes effect when we receive it. Times below are calculated against the scheduled pick-up time in Istanbul local time.

Cancellation received	Charge	Refund
More than 48 hours before pick-up	None	100% of the amount paid
48 to 24 hours before pick-up	50% of the transfer price	50% of the amount paid
Less than 24 hours before pick-up, or no-show	100% of the transfer price	None
Flight cancelled or diverted, or delayed beyond the same calendar day; or a Force Majeure Event under clause 17	None	100% refund, or rebooking at no extra cost, at your choice

7.2 A "no-show" means that you do not arrive at the agreed pick-up point within the waiting period set out in clause 8 and do not contact us on the emergency number.

7.3 Where a refund is due, we will make it to the card used for the original payment within fourteen days of the cancellation.

6. Changes you make

6.1 You may ask to change your booking by emailing concierge@terraturkeydmc.com. Changes take effect only when we confirm them in writing.

6.2 Changes requested more than twenty-four hours before the scheduled pick-up time are free of charge, subject to availability.

6.3 Changes requested within twenty-four hours of the scheduled pick-up time are treated as a cancellation under clause 7 and a new booking, unless we are able to accommodate the change and confirm otherwise.

6.4 If you change to a higher vehicle class or add passengers or stops, you will be charged the difference in price before the transfer takes place.

8. Waiting times and additional charges

8.1 For arrival transfers, we monitor your flight and adjust the pick-up time to the actual landing time at no extra cost. Our driver will wait for up to ninety minutes from the actual landing time free of charge.

8.2 For departure transfers and any other pick-up point, the driver will wait for up to fifteen minutes from the agreed pick-up time free of charge.

8.3 After the free waiting period, waiting is charged at 25% per thirty minutes or part of it. We will always try to contact you before any waiting charge starts to run, and no waiting charge will be applied without prior notice to you.

8.4 Additional stops requested on the day, changes of route and journeys outside the standard route are charged at 50%. Any such charge will be told to you before it is incurred.

Force majeure

A "Force Majeure Event" means any event beyond our reasonable control, including severe weather, natural disaster, fire, epidemic or public health measures, closure of airspace or an airport, strike or industrial action, civil unrest, terrorism, war, failure of public infrastructure, and acts or restrictions of public authorities. Where a transfer cannot be provided for that reason, you may choose between a full refund and rebooking at no additional cost.

Right of withdrawal

The services we provide are transport services to be performed on a date specified by you. Under Article 15/1(g) of the Turkish Regulation on Distance Contracts, the statutory fourteen-day right of withdrawal does not apply to such services. Your booking may instead be cancelled or changed on the terms set out above.

Contact

Cancellations, changes and refund requests: concierge@terraturkeydmc.com
Payment and invoice queries: muhasebe@terraturkeydmc.com
On the day of your transfer: +90 540 002 5903 (call and WhatsApp)