Last Updated: 01/08/2026

1. Purpose

This Cancellation and Refund Policy ("Policy") has been prepared to set out the general principles regarding cancellation, modification and refund procedures for tourism services offered by Alsero Turizm Ticaret Ltd. Şti. ("Alsero Tours" or "the Company").

This Policy governs the general principles applicable to package tours, accommodation, transfers, car rental, yacht charter, guiding, day tours and similar services.

Different cancellation and refund conditions may apply depending on the nature of the service. Specific terms disclosed to the user at the time of booking shall prevail.

2. Cancellation Request

Reservation cancellation requests must be submitted through the communication channels accepted by the Company.

For the purposes of evaluating a cancellation request, the date and time on which the request is received by the Company shall be decisive.

The Company may, where it deems necessary, request identity verification or reservation details.

3. Reservation Amendments

The user may request changes to the reservation date, participant information or scope of services.

These requests shall be assessed in light of;

• availability,
• the service provider's approval,
• operational feasibility,
• the nature of the reservation

Any additional costs arising from the change will be processed after the user has been notified.

4. Refund Principles

In cases where a refund is required, refunds shall be assessed taking into account;

• the nature of the reservation,
• the time of cancellation,
• the conditions of the relevant service provider,
• applicable legislation

If a right to a refund arises, payment will be made, where possible, using the same payment method used for the reservation.

The Company shall not be liable for delays arising from the processing times of banks or payment service providers.

5. Situations Arising from Service Providers

Accommodation providers, airlines, transfer companies, car rental companies, yacht operators or other service providers may have their own cancellation and amendment rules.

The Company may pass on mandatory deductions or charges applied by such service providers to the reservation holder. This practice shall be carried out subject to the mandatory provisions of applicable consumer law.

6. Force Majeure

In the event of force majeure, the Company aims, where possible, to offer the user an alternative date, alternative service or other appropriate solutions.

7. Situations Caused by the User

The user shall be responsible for the consequences arising from the following circumstances:

Providing incorrect or incomplete reservation information,

Failure to obtain passport, identity, visa or other required travel documents,

Missing the departure time,

Late arrival to the service,

Inability to utilize the service due to health reasons or personal reasons (circumstances not caused by the Company),

Failure to comply with the entry requirements of the relevant country.

In such cases, the applicable cancellation and refund conditions will be evaluated according to the type of reservation and the rules of the relevant service provider.

8 . Information on the Right of Withdrawal

Some tourism services are offered to be performed on a specific date or within a specific period by their nature.

Therefore, there may be exceptions to the application of the right of withdrawal under the relevant legislation.

The provisions applicable to each reservation will be assessed within the framework of the Distance Sales Agreement, the Pre-Contract Information Form and the applicable consumer legislation.

9 . Complaints and Applications

Requests regarding cancellations, changes or refunds may be submitted to the Company via the communication channels indicated on the website.

Applications will be evaluated taking into account the nature of the reservation, the relevant contracts and applicable legislation.