Delivery and Service Performance Conditions
These Conditions explain the electronic delivery of reservation and contractual documents, the manner and timing of travel-service performance and the procedures for changes, delays and impossibility.
1. Nature of delivery and performance
Tours, accommodation, transfers, boat tours, activities and comparable services provided by Sativa Tour & Travel are services rather than physical goods. No physical shipment or courier delivery is therefore made.
- Electronic delivery means supplying the booking summary, Pre-Contract Information Form, Distance Sales Agreement, payment confirmation and any tour voucher through a durable medium.
- Service performance means the actual provision of the booked travel service on the agreed date, for the agreed duration and according to the agreed scope.
2. Documents delivered electronically
- Booking summary and reservation number;
- Selected service, date, participant and price information;
- Pre-Contract Information Form;
- Distance Sales Agreement;
- Payment confirmation;
- Booking and cancellation conditions;
- Where applicable, meeting, departure and participation details;
- Approved amendment, cancellation or refund notifications.
Documents may be sent to the email address supplied during booking or another active electronic channel qualifying as a durable medium and used during the transaction.
3. Delivery and confirmation process
- The selected service, date and participant details are recorded.
- The consumer reviews and separately confirms the required contractual documents.
- The iyzico card payment is completed or the bank transfer is verified.
- The reservation is assigned a confirmed status and reservation number.
- The booking summary and contractual documents are supplied electronically.
A card reservation receives payment confirmation after a successful payment result. A bank-transfer reservation receives confirmation after the funds are verified in the Company account.
4. Missing or inaccurate electronic documents
The consumer must provide an accurate and accessible email address. If a document is not received, the consumer should:
- Check inbox, spam and junk folders;
- Review the reservation and payment status;
- Contact the Company before making a second booking or payment;
- Correct any inaccurate contact information without delay.
Failure to view a document because of email filtering, a full inbox or inaccurate customer contact information does not, by itself, invalidate an otherwise confirmed booking where the Company is not at fault.
The customer must review the tour name, date, participant, price and contact information in the delivered documents and report any error before the service begins.
5. Performance of the travel service
The service is performed according to the type of service, start and end dates, meeting point, programme, route, included services, transportation, accommodation and activity scope stated in the booking summary.
Performance begins at the departure or meeting time specified for the service. It is completed when the agreed programme has been provided and the tour or service reaches its agreed conclusion.
6. Daily tour performance
A daily tour lasts less than 24 hours and does not include overnight accommodation. It is performed according to the programme and departure time specified for the relevant day.
- Participants must be ready at the meeting point on time.
- The programme order may change due to traffic, weather, safety or operational conditions.
- Meals, entrance fees, equipment or personal expenses not included in the price are identified separately.
- No refund is made for unused services where a participant voluntarily leaves after commencement.
Cancellations made at least 24 hours before departure receive a 100% refund. No refund is made for cancellations less than 24 hours before departure or for non-attendance.
7. Overnight tour performance
An overnight tour is performed by providing the booked transport, accommodation and other tourism services within the agreed programme.
- The accommodation facility, location, category and room arrangement are shown in the booking information.
- Check-in and check-out times are subject to facility rules.
- Special room, bed, floor or view requests remain subject to availability unless expressly guaranteed.
- Where an equivalent facility replacement is necessary, reasonable care is taken to preserve service value.
Cancellations made at least 30 days before departure receive a 100% refund. For cancellations made less than 30 days before departure, 50% of the total price is deducted and 50% refunded.
Where the service constitutes a package tour, the consumer rights under Turkish Consumer Protection Law No. 6502 and the Package Tour Contracts Regulation also apply.
8. Boat tours and activities
Boat tours, diving, canoeing, safari and comparable services are performed subject to weather and sea conditions, safety assessments, equipment suitability and decisions of competent authorities.
- Participants must follow safety instructions;
- Life jackets and mandatory equipment must be used as instructed;
- Service-specific age, health or fitness requirements are disclosed before booking where applicable;
- An activity may be delayed, suspended or stopped where conditions are unsafe.
9. Delays and programme changes
Departure or arrival times, programme order, routes, visit points, vehicles, boats or equivalent service providers may change because of traffic, roads, weather, sea conditions, official decisions, safety or compulsory supplier arrangements.
Reasonable care will be taken to preserve the essential nature and value of the service. Material adverse changes will be notified through a durable medium as soon as reasonably possible.
Where an essential term of a package tour changes for a reason not attributable to the consumer, the consumer may accept the change or alternative service, or exercise the applicable statutory termination rights.
10. Impossibility of performance
If performance becomes legally, factually or operationally impossible, the consumer will be informed in writing or through a durable medium within the period prescribed by applicable law.
Where the Turkish Distance Contracts Regulation applies, the impossibility will be notified within three days after it is learned, and amounts collected will be refunded no later than 14 days after notification.
Where an overnight package tour is cancelled or an essential term cannot be performed for a reason not attributable to the consumer, the notification, alternative-service and refund rights under the Package Tour Contracts Regulation also apply.
11. Cancellation by the Company
If the Company cancels the tour or booked service, the amount collected for the affected service will be refunded in full.
The Company may offer an equivalent or higher-value alternative date or service. The consumer is not required to accept it and may choose a full refund instead.
If an accepted alternative has a lower price, the difference will be refunded. A higher-priced alternative creates no additional payment obligation without express approval.
12. Consumer and participant responsibilities
- Provide accurate reservation and contact information;
- Review electronically delivered documents;
- Arrive at the meeting point on time;
- Carry required identity, passport, visa and permissions;
- Disclose relevant health, allergy, pregnancy, disability or accessibility requirements beforehand;
- Follow safety and service-provider instructions;
- Supervise participating children.
Inability to use a service because of incorrect contact information, missing personal documents, late arrival or failure to follow safety instructions is not treated as a performance defect to the extent that the Company is not at fault.
13. Refund channels
| Payment / transaction | Refund procedure |
|---|---|
| iyzico card payment | Refunded through iyzico to the payment instrument used for the purchase. |
| Bank transfer | Refunded to an appropriate bank account after identity, payment and account checks. |
| Daily tour cancellation | 100% refund at least 24 hours before departure; no refund thereafter. |
| Overnight tour cancellation | 100% refund at least 30 days before departure; thereafter, 50% deduction and 50% refund. |
| Company / competent-authority cancellation | 100% refund for the affected tour. |
After the Company completes the refund, the time required for the amount to appear on a card or bank account depends on the internal processing periods of the relevant bank and payment provider.
14. Personal data and electronic records
Reservation numbers, document versions, transmission times, contact channels, payment status and service-performance records may be processed for contract formation and performance, legal compliance, security and dispute management.
Personal data is processed in accordance with Turkish Personal Data Protection Law No. 6698. Further information is available in the KVKK Privacy Notice and Privacy Policy.
Delivery, booking and service support
Contact us regarding missing electronic documents, inaccurate booking information, service changes, cancellations or refunds.
Include your full name, reservation number, service date and request. Never send card passwords, CVV/CVC codes or 3D Secure credentials. This English version is provided for information; Turkish law and the Turkish text prevail.