1. Scope
This page explains in plain language the cancellation, refund and change rules for package tour and day tour bookings made with Nivo Travel Türkiye (Karakaya Group Turizm Seyahat Taşımacılık Limited Şirketi; Group A Travel Agency Operating Licence No 8719 issued by the Ministry of Culture and Tourism of the Republic of Türkiye). These terms form part of the Package Tour Contract and General Terms and apply under Law No 6502 on Consumer Protection and the Package Tour Contracts Regulation.
Package tours fall outside the scope of the Distance Contracts Regulation, and under that Regulation there is no 14-day right of withdrawal for accommodation and tour services to be performed on a specific date. Cancellations are therefore handled under the rules below.
This page is published in Turkish, English, Arabic and Persian; in case of any discrepancy between the texts, the Turkish text prevails.
2. How to Cancel
Your cancellation request must be made in writing; a verbal notice by phone does not count as a cancellation unless it is confirmed in writing.
- E-mail: info@nivotravel.com
- WhatsApp: +90 534 919 48 91
Please state the lead traveller's name, the booking reference if you have one, the tour name and date, and how many people are cancelling.
Periods are calculated from the date your request reaches us. We confirm receipt in writing and tell you the charge that applies and the amount to be refunded.
3. Cancelling a Package Tour
For package tours, the charge depends on how long before your arrival date in Türkiye your cancellation request reaches us:
- 15 days or more before arrival: no charge, everything you paid is refunded
- 14 to 7 days before arrival: 50% of the package price is charged
- less than 7 days before arrival, or no-show: 100% of the package price is charged
The charge is deducted from your advance payment (60% of the total price) and the rest is refunded to you. Example: if a package with a total price of EUR 1,000 and an advance payment of EUR 600 is cancelled 10 days before arrival, EUR 500 is charged and EUR 100 is refunded.
If only some of the travellers in a booking cancel, these rules apply to their share, and the price for the remaining travellers may be recalculated for the new room arrangement.
4. Day Tours
For day tours, cancellations made up to 48 hours before the tour start time are free of charge and everything you paid is refunded.
For cancellations made less than 48 hours before the tour, and for no-shows, the tour price is not refunded.
Tours that form part of your package follow the package tour rules.
5. Non-Refundable Rates
Some hotel rates and airline tickets are sold by the supplier on a non-refundable basis. We tell you clearly about such elements before your booking is confirmed, and they are also shown in the written confirmation.
Non-refundable hotel rates and airline tickets are charged in full whatever the cancellation date, including cancellations made 15 days or more before arrival. The cancellation rates above apply to the rest of the package.
6. Refund Timing and Method
Refunds are made within 14 days of the date your cancellation request reaches us, or of the date Nivo Travel notifies you of a cancellation, using the method you paid with:
- online (card) payments: to the card used for payment
- bank transfers: to the bank account the payment was made from
How long it takes for the amount to appear in your account or on your card statement depends on your bank or card issuer.
For refunds by bank transfer we may ask for the account holder's name and IBAN; this information is used only to process the refund and in accordance with Law No 6698 on the Protection of Personal Data.
7. Changes of Date or Name
Change of date: date changes are subject to availability and to Nivo Travel's approval. If the price differs on the new date, the difference is charged or refunded; supplier change fees (e.g. for changing an airline ticket) are charged separately. If the change cannot be made, your existing booking remains valid; if you then wish to cancel, the cancellation rules above apply.
Change of name and transfer: you may transfer your booking to another person who meets the conditions for taking part in the tour, provided you notify us in writing at least 7 days before the tour starts. The original and the new traveller are jointly and severally liable for any unpaid balance and for additional costs arising from the transfer (e.g. airline name-change or ticket reissue fees).
Names must match the spelling in the passport; correcting spelling mistakes depends on supplier conditions and may involve extra charges.
8. Cancellation by Nivo Travel
If we have to cancel a tour because the minimum number of participants stated in the programme is not reached, or because of force majeure such as natural disasters, epidemics, war, terrorism or official travel restrictions, we inform you in writing without delay and refund everything you paid within 14 days. If we propose an alternative date or programme, you may choose to accept it instead of a refund.
If, before the tour starts, an essential element such as the dates, the accommodation or the programme has to be changed, you may accept the change or cancel free of charge and receive everything you paid within 14 days.
If we cancel a tour for any other reason, everything you paid is likewise refunded within 14 days, and your other rights under Law No 6502 and the Package Tour Contracts Regulation remain reserved.
9. Questions and Disputes
For questions about cancellations and refunds, contact us at info@nivotravel.com or on WhatsApp at +90 534 919 48 91. Address: Alemdar Mah. Biçkiyurdu Sok. No:1 İç Kapı No:301 Fatih/İstanbul, Türkiye.
In the event of a dispute, you may apply to the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) within the monetary limits announced each year by the Ministry of Trade, and to the Consumer Courts (Tüketici Mahkemeleri) for disputes above those limits. Details are given in the Package Tour Contract and General Terms.
