Service Policy

HOTEL / TOUR RESERVATION, SERVICE AND SALES CONTRACT

1 - PARTIES AND SUBJECT MATTER

This agreement is made between the Tourism Travel Agency ŞARA TURİZM SEYAHAT ACENTASI (referred to as "Şara Tour"), registered with TÜRSAB, and the Consumer, for domestic and international reservations, accommodation, and tours. This agreement, along with the Reservation Form attached, includes accommodation information, date information, passenger information, accommodation class, other services, informational promotional brochure, and payment information that the customer will receive from Şara Tour as a voucher (entry document to the facility) for the relevant reservation.

The Customer acknowledges, declares, and undertakes to have obtained all kinds of information about the hotel mentioned in the contract, through the web addresses of Şara Tour and company sales representatives, and to have made all necessary examinations before signing this agreement for the hotel reservation.

2- PAYMENTS

a - At the time of registration, at least 50% of the reservation fee must be paid, and the remaining balance must be paid no later than 10 days before the start of the tour. If the payments specified within these periods are not made, the reservation will be cancelled. In this case, 35% of the total tour price will be invoiced to the Consumer as cancellation compensation.

b - All payments within the campaign will be made to the bank account on the website www.saratour.com.

c - ŞARA TOUR agrees and undertakes not to share credit card information with third parties under any circumstances.

3- CANCELLATION

a- If the travel agency cancels the trip due to not reaching the necessary number of passengers or force majeure reasons 2 days before the departure date, the consumer has no right to compensation.

b- If the consumer requests cancellation or changes until 15 days before the trip starts, the full amount will be refunded.

c- If the consumer requests cancellation or changes due to reasons other than their own or their first-degree relatives' illness or death, which can be documented by an official report from a fully equipped state hospital, 15-7 days before the trip starts, they agree and undertake to pay 35% of the tour price to ŞARA TOUR. If the cancellation is made less than 7 days before the trip, they undertake to pay the full amount to ŞARA TOUR.

d- If the consumer wants to cancel the Early Booking Discounted Product they purchased during the discounted sale period for any reason without paying the CANCELLATION REFUND GUARANTEE FEE, they undertake to pay the full tour price to ŞARA TOUR. If the consumer cancels the product they purchased by paying the CANCELLATION REFUND GUARANTEE FEE, they will receive a refund of their payment until 72 hours before the start of the tour after the deduction of the CANCELLATION REFUND GUARANTEE FEE.

e- If the consumer does not inform the travel agency in writing that they will participate in the missed trip later, the travel agency has the right to cancel all reservations made on behalf of the consumer 24 hours later. In such cancellations, no refund will be made to the consumer.

f- If the consumer leaves the tour due to service defects, they must inform the Travel Agency representative and the hotel where they stayed in writing, along with the reasons. Otherwise, the consumer will not be considered as leaving the tour and will be deemed to have used the service.

g- The possible tour cancellation notifications by the Travel Agency can be made individually to each consumer or generally through announcements in two high-circulation newspapers in Turkey.

4- CHANGES

a- The consumer agrees that if they want to make a change to their discounted early booking product for any reason during the discount sales period, an undiscounted reservation change will be made based on the list prices valid on the date of their request.

b- In addition to the price increases of the early booking period and/or all periods (excluding system errors), the difference is not charged to the Consumer and refunds for discounts, referred to as action by the facility, are not possible.

c- Our guide has the right to make changes to the places to be visited on the program according to weather and road conditions.

d- Depending on the number of tour participants, a 15-person minibus, 25-person midi-bus, or 40-person bus may be used. This situation is finalized after the number of people is determined.

e- Seat guarantee is not given during the reservation process, and seating arrangements are made according to the reservation order one day before the tour departure. Rotation is applied on the bus for tours longer than 3 days.

f- Our guests who purchase museum entrance fees at a discounted rate must present their ID to our guide during the tour. Otherwise, a price difference will be requested.

g- ŞARA TOUR reserves the right to replace its hotels with another hotel of a similar category.

5 - CANCELLATION

a - Force majeure: If adverse weather conditions, roadblocks, strikes, terrorism, war, the possibility of war, unpredictable technical issues prevent the tour from starting or continuing, it shall be deemed as force majeure by both parties. The illness or death of the traveler or their first-degree relatives, which prevents their usual activities for 10 days, is also considered as force majeure.

b - The travel agency may partially or fully cancel the tours it has announced or registered for if it deems necessary until 2 days before the start of the tour. Within the same period, it may change the names of the hotels included in the tour, the departure locations of the transportation vehicles, and the visiting order of the places specified in the program as places to be visited. If the consumer does not accept these changes and cancellations, they have the right to cancel their reservation and receive a full refund of the amount paid. In this case, the consumer does not have the right to claim compensation.

6- GENERAL PROVISIONS

a- The consumer participating in the tour has the right to carry and bring back 2 suitcases, not exceeding 50cm x 70cm in size, on all kinds of tours, and 20 kg of baggage on air travel. The owners are responsible for all kinds of suitcases and their contents.

b- Items that have a stinking, flowing, flammable, explosive, or disturbing effect on the environment, cutting, piercing, and firing weapons, and all kinds of animals are not allowed to be taken to vehicles and accommodation facilities without the explicit and written permission of the travel agency. The situation does not change if they have an identity or permit.

c- In case of loss or damage of luggage or goods belonging to the consumer, if it arises from the GROSS NEGLIGENCE of the Travel Agency personnel, regardless of the value, characteristics, and properties of the lost or damaged luggage or goods and the contents in it, 1/2 of the transportation part within the total cost of the tour will be paid to the consumer, who is the owner of the luggage and goods, by the Travel Agency as material and moral compensation. The Travel Agency is responsible for any kind of loss, damage, and theft of the goods delivered in writing to it by the consumer along with their values, up to the transportation cost of the tour.

d- Visa passport procedures are the responsibility of the consumer. If it is requested to follow visa procedures from Şara Tour, it is necessary to have a passport that is valid for at least 6 months and to deliver all the necessary documents to Şara Tour, with the visa and service fee paid, at least 16 days before the departure date of the tour. Visa procedures can be followed by Şara Tour for a fee. Since visa procedures are completely at the discretion of the consulates, Şara Tour is not responsible for not obtaining a visa. Şara Tour has no responsibility for those who are not accepted into the country as obtaining a visa does not guarantee entry to that country. Therefore, no refund or compensation will be paid.

e- The travel agency is responsible for the changes that occur after the start of the tour in the tour program purchased by the consumer. The Travel Agency can compensate the consumer for obvious changes that are against the consumer and have caused damage, in the form of price or service refund, in accordance with the TÜRSAB KÜTAHYA SCHEDULE during or after the trip. At the same time, it can compensate through additional services provided during the trip that are not included in the price. The use or consumption of additional or substitute services by the consumer cancels their right to a refund and compensation.

f- Using the tour program purchased by the consumer until the end despite complaining about it cancels the consumer's compensation rights such as substitute services and price refunds related to the complained issues.

g- The terms and conditions of this contract, which were agreed upon during registration between the travel agency and the consumer, have been read by the consumer and signed by them, accepting and requesting the registration of other individuals who they have informed will also be joining the same trip under the same conditions.

h - Consumers who participate in the trip but do not have a signature on the contract, and those who have entrusted other consumers to register on their behalf, have the right to recourse for any excess amount paid by the travel agency to the consumers who signed the contract in case the travel agency is required to pay any compensation or fee related to the trip. These consumers have also agreed to be bound by the terms and conditions of this contract, even if they have not signed it, due to learning about them through catalogs and announcements related to the trip.

j - The travel agency acts as an intermediary between the consumers who participate in the trip and third-party individuals and legal entities such as hotels, transportation companies, and other service providers related to the trip. Therefore, consumers who have registered with the travel agency are aware that the agency is not directly responsible for any problems that may arise from factors such as the delay or malfunctioning of transportation, changes in the route, bad weather conditions, roadblocks, strikes, terrorism, war, or unforeseeable technical issues, or from accidents that cause material or moral damages or shortcomings or errors in the services provided by the accommodation facilities. The parties acknowledge that the travel agency has no primary responsibility as an operator and is not directly and fully liable for such problems, as the responsibility falls mainly on the actual perpetrators of the problems. The travel agency will only be responsible to the extent of what cannot be collected from the actual perpetrators, and the consumers may seek compensation from the travel agency only after they have tried to get compensation from the actual perpetrators first.

k - In matters not specified in this contract, the provisions of the 1618 CC, 4077 CC, 4288 CC, 2634 CC, IATA, IHA, UFTAA Conventions, Civil Aviation Law, Turkish Code of Obligations, Turkish Commercial Code, International Agreements to which Turkey is a party and the Regulations, Directives, Circulars issued in connection therewith, and the provisions of the internationally accepted Frankfurter Tabelle applied in Turkey within the framework of the TÜRSAB Kütahya Schedule will be applied.

This voucher and package tour agreement, which has been prepared in duplicate between the parties, has been prepared by the authorized representatives of the parties with all attachments on both sides, read, checked, and accepted. The parties have mutually accepted, signed together under commitment and obligations and confirmed their acceptance. The customer whose name is written in this contract and who is participating in the trip and accepting this voucher and contract on behalf of the accepting party by proxy has also accepted and undertaken that all legal responsibility is his/her own.

COMPLAINTS OF SERVICE DEFECT: In case of faulty or defective service, the TÜRSAB ARBITRATION BOARD is authorized.

SERVICE GUARANTEE: In case of sufficient participation and no force majeure, the agency has agreed and undertaken to provide the services it has committed to above independently of the announcements and brochures published for the trip and to fulfill these services in return for the above-mentioned fee. It has been mutually accepted by the parties that the amount of refund to be made to the customer in case the travel agency does not fulfill the commitments mentioned above in whole or in part will be determined in accordance with the TÜRSAB Kütahya Schedule.

I READ IT, I APPROVE.