TERMS AND CONDITIONS
By making a booking, you confirm that you understand and accept our booking conditions on behalf of yourself and all members of your party.
Your contract will be with SUNTRAPHOLIDAYS Ltd. Sti. (referred to as “SUNTRAPHOLIDAYS” or “We”), which will act as the Tour Operator.
A contract will exist once we issue a confirmation invoice in response to your booking request and the deposit has been paid by you either to your travel agent or directly to SUNTRAPHOLIDAYS.
These Terms and Conditions comply with TR Directive 90/314 (Council Directive on package travel, package holidays, and package tours) and Turkish Tourism Laws.
Bookings can be made through your travel agent or directly with Us.
At the time of reservation, you must provide Us with your name and birthdate exactly as it appears on the identification form you plan to use (passport or identity card). Failure to provide this information at the time of reservation could result in additional fees.
We reserve the right, at our absolute discretion, to refuse any booking without specifying a reason.
Booking will be secured with a 40% non-refundable deposit paid at the time of confirmation. The reservation fee is non-refundable unless: a) We cancel your tour at any time, or b) you cancel within 72 hours of booking the tour (with a deduction for bank charges for money transfer back to you).
If your booking is made through a travel agent, we will address all correspondence to that travel agent. All monies paid by you to the travel agent will be held by them on behalf of Us.
You must clearly state all your requirements at the time of booking. Special requests (e.g., diet, room type, etc.) should be advised when the booking is made. We will pass your requests on to service providers (hotels, restaurants, etc.) but cannot guarantee they will be met.
Bookings made later than 60 days before departure will be considered “late booking” and will be subject to procedures detailed in Section C (“Payments and Invoicing”).
After receiving the payment of the reservation fee, We will issue a Payment Schedule Note with information on the sums due and payment terms until the trip starts. By issuing the Payment Schedule Note, we confirm that your booking is accepted for all persons traveling.
Extending the length of the tour, provided the planned itinerary of the original tour stays the same, is free of charge.
If we cannot confirm your reservation by 56 days before departure (see Section H “Cancellation or modification by Us”), your reservation fee and any payments of the first installment will be refunded in full.
The provision of any special request does not constitute a term of your contract with Us unless we have confirmed it in writing.
Our invoices will be issued in EUR (€).
The following payment schedule applies:
*Deposit amount subject to change based on domestic flights included and/or peak season travel dates.
Payments must be credited in EUR (€) by the following means:
*MasterCard & Visa +3% processing fee apply.
All bank transfers should be made payable to “SUNTRAPHOLIDAYS Ltd. Sti.”.
After your Advance Payment, we will issue an Advance Payment Invoice and an updated Payment Schedule Note and send them to the email address indicated in your booking. If an invoice is not received, payment is still due as stated above.
If booking within 60 days from departure, full payment of the entire tour is required.
Late additions may incur additional costs from our suppliers. We reserve the right to pass these costs on to the customer.
In case of human or computer error in invoicing, we reserve the right to re-invoice for the correct price or service.
However, we guarantee no price increase within 60 days from the departure date.
If you do not accept the price increase, you may withdraw from the contract, and we will refund the reservation fee and all additional sums within 7 days of your communication.
The transferor and the transferee shall be jointly and severally liable for payment of the balance due and any additional costs arising from the transfer.
If a child travels with adults other than their parents or with only one parent, a notarized letter from the non-traveling parent granting authorization to travel, including travel dates, must be submitted.
We will not consider a booking canceled until we receive a written notice (email is acceptable). If the cancellation is received earlier than 60 days before departure, only the deposit is forfeited, and any other payments made will be refunded (with a deduction for bank charges for money transfer).
Within 2 working days of your communication, we will reply with a Statement of Acknowledgement. If you do not receive an acknowledgment within 48 hours, please call +905465017178 to ensure your information was received.
Within 10 working days of your cancellation, we will send you a Cancellation Note officially confirming your cancellation.
*Cancellation fees may vary for certain custom itinerary tours; your SUNTRAPHOLIDAYS consultant will specify cancellation fees before making your reservation.
Any penalties for supplemental services/guarantees (including, but not limited to, hotels or late additions) resulting from cancellations at your request will be your responsibility, and all service fees are non-refundable.
If booked in a double/twin room and your roommate cancels, you will be responsible for paying the single supplement fee before the final payment date.
The balance between sums already paid and the cancellation fee will be credited to you within 5 working days, with a deduction for bank charges for money transfer.
If you purchased Travel Protection from your Insurance Company and are canceling for a reason covered under the policy guidelines, cancellation fees should be reimbursed to you directly from your Insurance Company.
If you choose not to travel but fail to cancel your tour before the departure date or return home before the scheduled completion of your tour, you will not be eligible for any refund or reimbursement for any unused portion of your trip or additional costs incurred by leaving early.
A material modification is one with a serious effect on your holiday (e.g., a change of departure date) that may cause substantial inconvenience.
If a change in accommodation is necessary, hotels substituted will be comparable to those in the tour program. We do not consider a change of hotel or vehicle as a material modification.
“Force majeure” is defined as unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided with all due care.
In the case of any material modification or cancellation, we will advise you or your travel agent as soon as reasonably possible. If you accept them, material modifications will form part of the contract between you and SUNTRAPHOLIDAYS.
You must inform us of your decision as soon as possible, but no later than 3 days from our notice.
In case of “force majeure” as described in clause 49, we will be entitled to cancel the trip and inform you of the cancellation, whereupon all monies paid by you for your tour shall be refunded (including the reservation fee), but no further compensation will be paid.
If a material modification or cancellation is made to your trip within 60 days of the departure date for reasons other than force majeure (as described in clause 54), and you wish to withdraw from the contract, you will receive compensation per the following table:
| Period before scheduled departure date that we notify you or your travel agent of material modification or cancellation | Compensation offered per booking |
|---|---|
| 60-30 days | 10% |
| 29-7 days | 15% |
| 6-0 days | 20% |
The Sales Contract will be issued and sent via email after the Advance Payment, however, not later than 35 days from the date of departure of the tour, to the email address indicated in your booking. If you request printed documents shipped to your address, courier shipping costs will be charged to you.
The Sales Contract includes the following information: a) Destinations, start and end dates, length of the tour b) Price of tour, exclusions c) Payment schedule d) Detailed information about SUNTRAPHOLIDAYS’ mandatory coverage and other insurance covers requested by the customer e) Transportation f) Hotels (characteristics, services, meals, etc.) g) Itineraries, visits, excursions, included services provided by authorized tourist guides h) A mandatory term for the customer to accept possible material modifications i) A mandatory term for claims to be presented j) Passenger Agreement, including SUNTRAPHOLIDAYS’ formal Terms and Conditions
You should send us the countersigned Sales Contract via email, complete in all parts, within 30 days of departure time. We reserve the right to cancel bookings and return deposits if we do not receive the countersigned completed Sales Contract within 30 days of departure time. Customers unable to receive and complete their Passenger Agreement via email may request the Agreement be provided via fax or mail.
If your mailing address changes or if you want your final documents sent to a different address, notify us before your final payment date. Otherwise, you will be responsible for any additional mailing costs.
We cannot accept liability if we are not notified of any inaccuracy in any document within 21 days of the tour departure.
While we will do our best to rectify any changes made outside this time, it is your responsibility to meet any additional costs involved, except in the case of an error made solely by us and where there is a good reason for you not contacting us within the specified time.
We will not be liable to make any refund or pay compensation if you or any member of your party are unable to proceed with the tour as planned because of incorrect or missing personal documents.
You are also responsible for any expenses incurred due to delays or itinerary changes related to your lack of appropriate travel documents and are therefore ineligible for any refund from us.
If you suffer from a disability or medical condition, you should disclose this to insurers.
All tours start at the meeting point at the time stated in the Final Detailed Itinerary.
If you are aware of a delay in showing up, you must notify us of your new arrival time. If arriving later than 1 hour, we reserve the right to charge you with the additional cost of service. If later than 6 hours, this will be considered a “No Show.” Provided we can arrange a new transfer, it will be at your own expense. Persons missing tour portions or components (including, but not limited to, meals, excursions, or sightseeing tours) due to delays or cancellations will not be refunded.
We do not accept responsibility if any failure of your holiday arrangements or harm is not caused by any fault of ours, our agents, or suppliers, but is attributable to your own acts or omissions, the acts or omissions of a third party unconnected with your tour arrangements, or unusual or unforeseeable circumstances or events which could not have been anticipated or avoided by us, our servants, agents, or suppliers even with the exercise of all due care.
If any failure in your tour arrangements or damage arising from the nonperformance or improper performance of the services involved in your travel package or tour relates to, or if you or any member of your party is killed, injured, or becomes ill during or as a result of carriage by aircraft, ship, or train forming part of the holiday arrangements booked before departure in your trip with us, our liability to pay compensation and/or the amount of compensation we will pay is limited by the carrier’s liability under any international convention governing such services. International Conventions that may apply include, but are not limited to, the following: in respect of carriage by sea, the Athens Convention 1974; in respect of rail carriage, the Berne Convention 1961; and, in respect of carriage by road, the Geneva Convention 1973. The terms of these conventions are incorporated into and form part of your contract with us. You should also be aware that these conventions may limit or remove the carrier’s liability to you and the amount the carrier has to pay you in the event of damage, death, or personal injury. The carrier will rely upon its ‘conditions of carriage’ which may limit or remove the carrier’s liability to you and limit compensation under international conventions.
If we make any payment to you or any member of your party for death, personal injury, or illness, you must give us or our insurers the rights you may have to take action against the person or organization responsible for causing the death, personal injury, or illness, and you must cooperate fully with us in seeking recovery of any payment we may make to you.
If after departure we become aware that we are unable to procure a significant proportion of the services to be provided, we will make suitable alternative arrangements, at no extra cost to you, for the continuation of the package and will, where appropriate, compensate you for the difference between the services to be supplied under our contract with you and those effectively supplied.
If it is not possible to make such arrangements or these arrangements are not accepted by you for good reasons, we will, where appropriate, provide you at no extra cost with equivalent transport back to the place of departure or another place to which you have agreed and will, where appropriate, compensate you.
Where, due to circumstances beyond our control, we are obliged to change or end your tour after departure, we will not pay compensation or reimburse you for expenses incurred. You should have adequate travel insurance for your holiday and claim via your insurance company for any loss or out-of-pocket expenses incurred due to the change or premature end of your holiday.
There will be no refunds for unused package tour services or features, including missed transfers due to airline changes and/or missed flights, train and ship changes, unused meals, missed sightseeing tours, unused entrance fees, and accommodations, howsoever this eventuality may be occasioned, including where you decide to leave the tour early. The final decision on the itinerary and the tour content will be taken by the SUNTRAPHOLIDAYS Manager.
If improvements can be made to tour itineraries or unforeseen circumstances necessitate changes or delays occur for various reasons beyond our control, we reserve the right to amend, adjust, or alter itineraries. We will make every effort to notify you as early as possible of such changes. Due to local or national holidays, seasonal hours of operation or availability, special events, and/or peak harvest seasons, access to certain facilities and attractions, including but not limited to vineyards, museums, historical sites, or stores, may be limited. On such occasions, and whenever possible, reasonable itinerary adjustments will be made by the Tour Leader to minimize your inconvenience.
If it is necessary for us to change or cancel your travel program in any way, you will be responsible for altering your flight plans accordingly and for any costs resulting from such changes or cancellations.
SUNTRAPHOLIDAYS will not be held responsible for any loss, damage, or expense resulting from a force majeure event. Force majeure means unusual and unforeseeable circumstances beyond our reasonable control or the control of our suppliers, the consequences of which neither we nor our suppliers could avoid even with all due care. This includes but is not limited to, war or terrorist activities, threatened or actual, civil unrest, riot, industrial action, threatened or actual, adverse weather conditions, fire, flood, drought, natural or nuclear disaster, closures, unforeseen alterations to public transport schedules, changes imposed by rescheduling of aircraft or boats, unavoidable technical problems with transport, machinery or equipment, power failure, epidemic or outbreaks of illness, or any other event outside our control, the consequences of which could not have been avoided even with all due care, which either delays or extends the tour, compels a change in the holiday arrangements, or its cancellation.
SUNTRAPHOLIDAYS will not be held responsible for:
SUNTRAPHOLIDAYS and its representatives abroad act only as independent contractors acting on behalf of neither the customer nor the suppliers and principals.
All exchange orders, coupons, and tickets, whether paper or electronic, are issued subject to the terms and conditions under which such means of transportation, accommodations, and other services are offered or provided. The issuance and acceptance of such documents shall be deemed to consent to the further conditions.
Required inoculations, if any, must be recorded by clients’ health practitioners on a valid vaccination certificate, which the client must carry for proof of inoculation where required.
These conditions also apply to ladies in a state of advanced pregnancy.
Any person arriving at the destination ill or with an apparent fever or becoming ill during the tour will be directed to a local medical facility for diagnosis. All costs associated with medical treatment and related expenses such as additional hotel nights or transportation not included in the original itinerary will necessarily be borne by the customer and/or their personal Insurance Policy.
No customer will be permitted to embark or continue on the trip while their mental or physical condition is, in the reasonable opinion of the SUNTRAPHOLIDAYS Manager in charge, such as to render them incapable of caring for themselves. We reserve the right to terminate your holiday immediately in such a situation, and we will not be responsible for expenses resulting in such persons being precluded from completing the tour for any reason, nor will we be able to refund them any part of their trip cost.
In all cases, we will notify you of the situation and the reasons for our action. We will have no obligation to arrange for your return to the point of departure.
In such a situation, we reserve the right to terminate the tour immediately.
We will not be responsible for expenses resulting in such persons being precluded from completing the tour for any reason, nor will we be able to refund them any part of their trip cost.
In all cases, we will notify you of the situation and the reasons for our action. We will have no obligation to arrange for your return to the point of departure.
We will not accept responsibility for any client who contravenes laws or regulations.
Should we detect any contravention of any relevant law, regulation, or custom, you may be asked to leave the tour without a refund of the tour fees you have paid. Also, we will have no obligation to arrange for your return to the point of departure.
Depending on the occupancy of the van, there could be size and weight limits for the vehicle when fully loaded. Therefore, you are only entitled to one piece of main luggage of a standard size of no more than 158 cm and not weighing more than 23 kg, unless formally authorized by us. In addition, you may bring a daypack to be stored under your seat.
If you carry more luggage than this allowance, we are within our rights to refuse to carry additional bags, and you will be responsible for making alternative storage arrangements.
Failure to notify your SUNTRAPHOLIDAYS Manager of any problem immediately or at the earliest opportunity in writing or any other appropriate form may result in your ability to claim compensation from us being extinguished or at least reduced.
If your complaint is about your SUNTRAPHOLIDAYS Manager, please contact the SUNTRAPHOLIDAYS Head Office directly and immediately.
Any complaint made to us after the tour is over should be in writing within 10 days of tour completion. Processing of claims will take up to 4 weeks from the date we receive relevant documents.
We are not obliged to guarantee promises (written or verbal) made by local hotel staff, tour guides, or any other persons not under direct employ of SUNTRAPHOLIDAYS.
No servant or representative of SUNTRAPHOLIDAYS has any right to alter, vary, or waive any of these terms and conditions, nor do they have the right to undertake any liability on behalf of SUNTRAPHOLIDAYS unless such alteration, variation, waiver, or undertaking is in writing and signed by a duly authorized representative on behalf of us.
SUNTRAPHOLIDAYS cannot be held responsible for typographical or printing errors, including but not limited to prices.
All contracts with SUNTRAPHOLIDAYS are governed by Turkish Laws, particularly TR Directive 90/314 and Turkish Law 79/11, and are subject to the exclusive jurisdiction of the Turkish Courts.
English
العربية 
Türkçe 