Booking terms and conditions
All bookings on this website are made with Fi Turizm Seyahat Acentası ve Ticaret Ltd. Şti., trading as Customized Turkey Tours and Iglesias Tour Turkey, a travel agency licensed by TÜRSAB (Association of Turkish Travel Agencies) under licence no. 10772. In these terms "we" and "us" mean Customized Turkey Tours; "you" means every traveller named on the booking.
Please read these terms before you book. They apply to the private multi-day tour packages sold on this website. When you tick "I accept the booking terms" and pay the deposit, you confirm that you have read them on behalf of everyone in your booking. Before booking, please also read the package travel information.
1. Your contract with us
Your contract starts when your deposit payment is approved by the bank and we send you a booking confirmation by email. The confirmation lists the package, start date, hotels, number of travellers, the total price, what you have paid and what is left to pay. Please check it as soon as you receive it and tell us within 48 hours if anything is wrong.
The person who books (the lead traveller) confirms that they are at least 18 years old and have the authority to accept these terms for everyone named on the booking.
2. Prices
- Prices are shown in US dollars (USD), per person, for the package, hotel category and number of travellers you choose. The total price is calculated before you pay and shown on the booking page.
- The price includes the services listed under "Included" on the package page. Anything listed under "Not included" (for example international flights, lunches and dinners not mentioned, tips and personal expenses) is not part of the price.
- For 5 or more travellers on the same booking, 10% is taken off the tour price (optional extras are not discounted). The discount is shown in the price before you pay.
- Once your booking is confirmed, we do not change its price. Lower prices or offers published after you book do not apply to existing bookings.
3. Payment
- Deposit. To confirm a booking you pay a deposit online by card: 30% of the total price for bookings up to $2,000, 20% for bookings above that. Card payments are processed by Vakıfbank with 3D Secure; we never see or store your full card details.
- Balance. You choose how to pay the balance when you book:
- in cash (USD or EUR) to your guide on day 1 of the tour, with no extra charge; or
- by card at the time of booking, together with the deposit. A card payment fee of 15% (tax included) is added to the balance in this case, and the full amount is shown before you pay.
- The deposit is used to secure hotel rooms, domestic flights and other services in your name, which is why it is non-refundable (see section 5).
4. Changes by you
If you would like to change your booking (date, hotels, number of travellers or itinerary), write to us at info@customizedturkeytours.com or on WhatsApp. We will do our best to help. A change may change the price; any costs charged to us by hotels or airlines for the change are added to your booking, and we tell you the amount before we make the change.
Name changes. If a traveller cannot travel, you may transfer their place to another person who meets the conditions of the tour, by telling us in writing at least 7 days before the start date. Any extra cost of the transfer (for example a domestic flight name change or a new ticket) is paid by you.
5. Cancellation by you
You can cancel at any time by writing to us (email or WhatsApp). The cancellation takes effect on the day we receive your message. The following cancellation charges apply:
| When you cancel | Cancellation charge |
|---|---|
| 42 days or more before the start date | Your deposit only, nothing more |
| 41 to 21 days before the start date | 40% of the total price |
| 20 to 7 days before the start date | 50% of the total price |
| 6 to 3 days before the start date | 75% of the total price |
| 2 days or less before the start date, or no-show | 100% of the total price |
- The deposit is non-refundable.
- If you have paid more than the cancellation charge (for example, you paid the full price by card), we refund the difference.
- No refund is given for unused parts of a tour once it has started.
- Cancellation charges apply in the same way when a traveller cannot travel because of illness, injury or a family emergency. We strongly recommend travel insurance that covers cancellation (section 9).
6. Refunds
- Refunds are made to the card used for the payment. We never refund more than the amount we received from you. If you paid the full price by card, the card payment fee is part of that amount.
- Payments made in cash are refunded by bank transfer; any bank charges for an international transfer are paid by the receiver.
- We start a refund within 14 days of the cancellation. Your bank may take a few more days to show it on your statement.
7. Changes or cancellation by us
We publish package information in good faith and run every tour as described. Sometimes local conditions (weather, closures, flight schedule changes) require small changes, such as the order of visits or a hotel of the same or higher category. We tell you as soon as possible.
If before departure we have to make a major change (one that affects the main features of your package, such as a destination, the hotel category or the length of the tour) or cancel your tour, you can choose to accept the change, accept an alternative tour of equal value, or cancel and receive a full refund of everything you have paid.
We are not liable for compensation if a change or cancellation is caused by circumstances beyond our control that could not have been avoided (for example war, terrorism, natural disaster, epidemic, official travel restrictions, strikes or severe weather). In those cases we refund what you have paid for services that cannot be provided, or offer another date.
8. Hotels and rooms
- The hotels shown for your chosen category are the ones we plan to use. If a hotel becomes unavailable, we replace it with a hotel of the same or a higher standard and tell you.
- Prices are based on shared double or twin rooms unless you choose a single room. In some hotels the third bed in a triple room is a sofa bed or extra bed.
- Check-in and check-out times are set by each hotel.
9. Travel insurance
Travel insurance is not required to join our tours, but we strongly recommend a policy that covers trip cancellation, medical treatment, repatriation and loss of luggage from the day you book. Our liability under these terms does not replace travel insurance.
10. Passports, visas and health
- You are responsible for having a valid passport, a Turkish visa or e-Visa if your nationality needs one, and any health documents required for your trip. Check the requirements for your nationality before you book.
- Please tell us when you book about any medical condition, reduced mobility, allergy or diet that may affect your tour, so we can plan for it. Some visits involve walking on uneven ground and stairs.
11. Our responsibility
We are responsible for providing the services in your booking confirmation, whether we provide them ourselves or through hotels, airlines, drivers and guides we work with. We are not responsible where a problem is caused by you, by a third party not connected with the services in your booking, or by unusual circumstances beyond our control. For flights, our liability is limited as set out in the international conventions that apply to air travel.
Optional activities you book directly with another provider during your free time (for example a balloon flight not booked through us) are not part of your package; the contract for them is between you and that provider.
12. Problems during the tour and complaints
If something is not as it should be, please tell your guide or call us on +90 507 563 84 13 (also on WhatsApp) straight away, so we can put it right while you are still travelling. If we cannot solve it on the spot, you can send a written complaint to info@customizedturkeytours.com within 90 days of the end of the tour.
13. Law and disputes
These terms are governed by the law of the Republic of Türkiye, including the Package Tour Contracts Regulation. If we cannot settle a dispute together, you can apply to the Turkish consumer arbitration committees (Tüketici Hakem Heyetleri) or consumer courts. This does not affect any rights you have under the law of your country of residence.
Contact
Fi Turizm Seyahat Acentası ve Ticaret Ltd. Şti. · Süleyman Demirel Bulvarı, Melis Apartmanları, No: 20/10, B Blok, 09400 Kuşadası, Aydın, Türkiye
TÜRSAB licence no. 10772
Email: info@customizedturkeytours.com · Phone and WhatsApp: +90 507 563 84 13