1. Parties and Scope
This Package Tour Contract and General Terms (the “Contract”) is concluded between Karakaya Group Turizm Seyahat Taşımacılık Limited Şirketi (travel agency title: Kenan Karakaya Turizm Seyahat Acentası; “Nivo Travel”) and the person(s) who make a booking via nivotravel.com, WhatsApp or e-mail and/or take part in the tour (the “Traveller”).
- Brand: Nivo Travel Türkiye · nivotravel.com
- Group A Travel Agency Operating Licence No 8719 issued by the Ministry of Culture and Tourism of the Republic of Türkiye
- Address: Alemdar Mah. Biçkiyurdu Sok. No:1 İç Kapı No:301 Fatih/İstanbul, Türkiye
- Tax office and number: Hocapaşa, 5141337179
- Phone/WhatsApp: +90 534 919 48 91 · E-mail: info@nivotravel.com
The Contract applies to package tours, meaning tours in which at least two of transport, accommodation and other tourism services are sold together at one inclusive price and which last more than 24 hours or include an overnight stay, under Law No 6502 on Consumer Protection, the Package Tour Contracts Regulation, Law No 1618 on Travel Agencies and the Association of Travel Agencies and Law No 6563 on the Regulation of Electronic Commerce. It applies to day tours and single services where appropriate, subject to their own cancellation rules.
The programme, dates, price and services of each booking are set out in Nivo Travel's written confirmation, which forms an integral part of this Contract. The Contract is published in Turkish, English, Arabic and Persian; in case of any discrepancy between the texts, the Turkish text prevails.
2. Booking and Confirmation
Requests sent via the website, WhatsApp or e-mail are booking requests and do not create a binding sale. Availability and price become final only with Nivo Travel's written confirmation; no payment is taken before confirmation.
The written confirmation (by e-mail or WhatsApp) sets out at least:
- the tour programme, start and end dates and destinations
- the accommodation, room type and board basis
- included services such as transfers, transport and guiding
- the number of participants, the total price and the payment schedule
- any non-refundable elements and the applicable cancellation terms
The Contract is concluded when the Traveller accepts the written confirmation and makes the advance payment within the period stated in it. The written confirmation and this Contract are provided to the Traveller on a durable medium (e-mail or WhatsApp message) as required by Law No 6502. The Traveller is responsible for the accuracy of names (as written in the passport), contact details and participant information; additional costs caused by incorrect information are borne by the Traveller.
Personal data shared for the booking are passed to service providers such as hotels, transfer companies and guides only as far as needed to perform the services, and are processed in accordance with Law No 6698 on the Protection of Personal Data (KVKK).
3. Price and Payment
For package tours offered on the website at a net price, the price is the published price. For programmes shown with a starting price (“from”), the final price depends on dates, accommodation and number of participants and is given on request in the written confirmation. The amount and currency stated in the written confirmation are binding.
- Advance payment: 60% of the total price after the written confirmation, by online payment or bank transfer
- Balance: 40% of the total price on the Traveller's arrival in Türkiye
- Children aged 0–2: free of charge (no separate bed)
- Children aged 3–11: 50% discount when sharing the parents' room on an extra bed
- Aged 12 and over: adult price
If the advance payment is not made within the period stated in the confirmation, the booking does not become final and the confirmed availability and price lapse.
Once confirmed in writing, the price is not increased afterwards, except for changes requested by the Traveller.
4. What the Price Includes and Excludes
The price includes only the services marked as included on the programme page and in the written confirmation. Depending on the programme, these may cover accommodation, the stated meals, airport and city transfers, the listed tours and guiding.
Unless otherwise stated in the written confirmation, the price does not include:
- international and domestic flights
- visa, passport and other official fees
- travel and health insurance
- meals and drinks not listed in the programme
- museum and site entrance fees not listed in the programme, optional tours and activities
- tips and personal expenses such as telephone, minibar and laundry
No refund is due for included services that the Traveller chooses not to use.
5. Changes by Nivo Travel
Nivo Travel may adjust the order and timing of the programme to local conditions such as traffic, weather, public holidays or museum closing days, provided that the essential character of the tour is not changed; the Traveller is informed of such minor changes as soon as possible.
If, before the tour starts, a change to an essential element such as the dates, destination, accommodation or its category becomes unavoidable, Nivo Travel informs the Traveller in writing without delay and gives the reason. Within the reasonable period stated in the notice, the Traveller may accept the change or withdraw from the Contract free of charge; on withdrawal, all amounts paid are refunded within 14 days.
Replacing the accommodation with one of the same or a higher category involves no extra cost for the Traveller; if a lower-category property is accepted, the price difference is refunded.
If a significant part of the services cannot be provided after the tour has started, Nivo Travel offers suitable alternative arrangements at no extra cost and refunds the price difference if the alternative is of lower quality. If no alternative can be offered or the Traveller rejects it for a justified reason, the price of the unused services is refunded, return transport to the point of departure is provided at no extra cost where transport is part of the package, and the Traveller's statutory rights remain reserved.
6. Transfer of the Booking and Cancellation by the Traveller
The Traveller may transfer the booking to another person who meets all the conditions for taking part in the tour by notifying Nivo Travel in writing at least 7 days before the start of the tour. Under Law No 6502 and the Package Tour Contracts Regulation, the transferor and the transferee are jointly and severally liable for any unpaid balance and for additional costs arising from the transfer (e.g. airline name-change fees).
The Traveller may cancel the booking at any time. Cancellation must be made in writing (by e-mail or WhatsApp); the date on which the notice reaches Nivo Travel applies, and periods are counted back from the date of arrival in Türkiye:
- 15 days or more before arrival: no charge, all amounts paid are 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
- day tours: free cancellation up to 48 hours before the tour starts; for later cancellations and no-shows the tour price is not refunded
Non-refundable hotel rates and airline tickets are charged in full regardless of the cancellation date; the Traveller is informed of such elements before confirmation, and the rates above apply to the rest of the package. Cancellation charges are set off against amounts already paid; Nivo Travel reserves the right to claim any charge exceeding the amount paid. Any amount due to the Traveller is refunded within 14 days to the original payment method.
Package tours fall outside the scope of the Distance Contracts Regulation, and accommodation and tour services to be performed on a specific date carry no 14-day right of withdrawal. Further details are given in the Cancellation and Refund Policy.
7. Cancellation by Nivo Travel
Nivo Travel may cancel the Contract before the tour starts in the following cases:
- a minimum number of participants is stated for the programme and is not reached, provided the Traveller is notified within the period stated in the programme or the written confirmation
- unforeseeable and unavoidable circumstances (force majeure) such as natural disasters, epidemics, war, terrorism or official travel restrictions make it impossible or unsafe to operate the tour
In these cases all amounts paid by the Traveller are refunded within 14 days and no further compensation is due. If Nivo Travel proposes an alternative date or programme, the Traveller may accept it instead of a refund.
If Nivo Travel cancels the tour for any other reason, all amounts paid are refunded within 14 days and the Traveller's rights to compensation under Law No 6502 and the Package Tour Contracts Regulation remain reserved.
8. Liability and Its Limits
Nivo Travel is responsible under Law No 6502 and the Package Tour Contracts Regulation for the proper performance of the services included in the confirmed package, whether they are provided by Nivo Travel itself or by service providers such as hotels, transfer companies and guides. A Traveller in difficulty during the tour is given assistance in reaching health services, local authorities and consular support and in making alternative arrangements.
Nivo Travel is not liable for damage resulting from:
- the Traveller's own fault, or unforeseeable and unavoidable acts of third parties unconnected with the services included in the package
- force majeure
- services and activities not included in the package that the Traveller buys directly from third parties
- the Traveller being unable to travel for lack of a valid passport, visa or other travel document
- loss of or damage to personal belongings, money and valuables in the Traveller's own care
For international transport and accommodation services, compensation is subject to the limits set by the international conventions to which Türkiye is a party and by the applicable legislation. These limitations do not apply in cases of intent or gross negligence or where liability cannot be limited by law.
During the tour, the Traveller must comply with the laws in force, hotel rules and the guide's safety instructions, and is liable for damage caused by their own fault.
9. Travel Documents, Visa and Insurance
Obtaining the passport, visa and other documents required for entry into Türkiye is the Traveller's responsibility. The passport must be valid for at least 6 months from the date of travel. This also covers documents that may be required for minors, such as parental consent letters. Nivo Travel may provide general information on request; the outcome of a visa application rests with the competent authorities.
Taking out travel and health insurance is the Traveller's responsibility and is recommended; insurance can be arranged through Nivo Travel on request.
If the trip cannot take place because a visa is refused or documents are missing, this is treated as cancellation by the Traveller and the cancellation terms in section 6 apply.
10. Complaints, Governing Law and Competent Authorities
Any shortcomings noticed during the tour should be reported without delay to the guide and to Nivo Travel (WhatsApp +90 534 919 48 91 or info@nivotravel.com) so that they can be remedied on the spot. Complaints after the tour may be sent in writing; Nivo Travel reviews each complaint and replies in writing.
This Contract is governed by the laws of the Republic of Türkiye; the Traveller's mandatory consumer rights under the law remain reserved.
In the event of a dispute, the Traveller may apply to the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) at the Traveller's place of residence or where the transaction was made, within the monetary limits announced each year by the Ministry of Trade, and to the Consumer Courts (Tüketici Mahkemeleri) for disputes above those limits. Under Law No 6502, an application to mediation is required before filing a case with the Consumer Courts.
