Cancellation & Refund Policy

At Tolerance Seyahat Turizm ve Organizasyon Anonim Şirketi (“Lufer Tour”) we explain our cancellation and refund rules transparently. This policy is an integral part of our Distance Sales Agreement.

1. Customer-Initiated Cancellation

• Cancellations 24 hours or more before the tour: 100% refund issued via Iyzico.
• Cancellations less than 24 hours before the tour: no refund. The service is deemed performed.
• No-show or late arrival: no refund. The boat departs on schedule.

This is an additional commercial assurance offered by Lufer Tour, since the underlying leisure service is exempt from the 14-day statutory withdrawal right under Article 15(g) of the Distance Contracts Regulation.

2. Seller-Initiated (Operational) Cancellation

If Lufer Tour cancels due to weather, maritime safety, coast-guard order, mechanical issue, minimum capacity not reached or similar operational reasons, the Buyer is offered:

• A 100% refund for the same amount; or
• An alternative date within 1 year, for the same tour.

The choice belongs to the Buyer and is communicated via e-mail or SMS.

3. Pier or Time Changes

In case of operational necessity, Lufer Tour reserves the right to change the departure pier and/or time; the change is notified at least 6 hours in advance by e-mail/SMS. Buyers who do not accept the revised programme receive a 100% refund.

4. Refund Process

• Refund requests are submitted via “My Bookings → Refund Request” on the Site and processed after admin approval.
• Approved refunds are issued via PCI-DSS certified Iyzico to the original card.
• Funds reflect on the card within 2-7 business days, subject to the bank's processing time.
• Approval/rejection is notified by e-mail.

5. Date Change

Date-change requests made 24 hours or more before the tour are free of charge (subject to availability). Requests within 24 hours are treated as cancellations and yield no refund.

6. Breach of Conduct Rules

If heavy intoxication, disruptive noise, physical assault or property damage is observed on board, the captain may remove the Buyer mid-tour; no refund is issued in such cases.

7. Contact

For cancellation/refund support: [email protected] | +908504206464

Last updated: 2026-04-28