Cancellation and Refund Policy

It has been prepared to explain the cancellation, refund, free waiting time and no-show conditions applicable to private transfer, airport transfer, chauffeur service and similar transportation service reservations made through Tripetica.com.

1. General scope

This policy applies to reservations created through Tripetica.com.

Before completing the reservation or continuing to the online payment page, the user confirms that they have read, understood and accepted this Cancellation and Refund Policy.

2. Cancellation and change rights

As a general rule, the reservation may be cancelled or changed while more than 6 hours remain before the service start time.

For cancellations made within the permitted period, if an online payment has been made, 100% of the net amount previously collected and not yet refunded is refunded. If cash to driver has been selected, no service fee is charged to the user.

3. Cancellation and change requests when 6 hours or less remain

When 6 hours or less remain before the service start time, the customer cannot cancel or change the reservation and no refund is issued.

For reservations made with the cash to driver option, the service provider reserves the right to refuse future reservations that are repeated, abusive or cause operational loss.

4. Free waiting times

The free waiting time is evaluated according to the type of pickup point and the information shared by the user during the reservation process.

For airport pickups, if the user has provided a valid flight number during the reservation process, the free waiting time starts from the actual landing time of the flight. If no flight number has been provided or the flight information cannot be verified, the free waiting time starts from the date and time specified by the user during the reservation process.

For pickups from train stations, bus terminals, ports, cruise terminals or similar transportation points, if the user has provided valid service information during the reservation process, the free waiting time starts from the actual arrival time of the train, bus, ship or relevant means of transportation. If service information has not been provided or cannot be verified, the free waiting time starts from the date and time specified by the user during the reservation process.

For hotels, private addresses, hospitals, workplaces, restaurants or other similar pickup points, the free waiting time starts from the date and time specified by the user during the reservation process.

The free waiting times are as follows:

Airport pickups: 90 minutes
Train stations, bus terminals, ports, cruise terminals and similar transportation points: 30 minutes
Hotels, private addresses, hospitals, workplaces, restaurants and other pickup points: 20 minutes

5. No-show

For transfer services, if the passenger has not arrived at the designated pickup or meeting point when the applicable free waiting period ends, the reservation may be considered a no-show.

For Hourly Chauffeur Service and other services purchased for a defined period, the end of the free waiting period does not immediately constitute a no-show. The chauffeur will continue to wait, and the purchased service duration will begin to run from the moment the free waiting period ends. Any waiting time thereafter will be deducted from the total service duration purchased by the customer. If the passenger arrives later, the service will continue for the remaining duration. If the passenger has not started the service by the time the entire purchased service duration has elapsed, the reservation may be considered a no-show.

For tours and activities tied to a fixed programme or departure time, the specific participation, meeting, shuttle service and departure-time rules communicated during the reservation process and in the reservation document for the relevant service will apply. If the passenger is unable to participate in the service because they failed to comply with those rules, the reservation may be considered a no-show.

In case of no-show, the payment may not be refunded.

If the service cannot be provided due to the user providing an incorrect pickup point, incorrect date, incorrect time, incomplete contact information, incorrect flight/service information or similar incorrect/incomplete information, the reservation may also be considered within the scope of no-show.

6. Flight, train, bus or ship delays

If the user has provided a valid flight number or service information, the operations team may monitor the arrival information of the relevant means of transportation.

However, the ability to monitor flight, train, bus, ship or similar transportation information depends on the information being provided correctly, being verifiable through systems and operational availability.

If the information has not been shared or cannot be verified, the free waiting time starts from the date and time specified by the user during the reservation process.

7. Incorrect or incomplete information

The user is responsible for providing accurate and complete pickup point, drop-off point, date, time, flight number, service information, contact details, passenger count and luggage information.

If the service cannot be provided, a delay occurs, the vehicle is directed to an incorrect point or a no-show occurs due to incorrect or incomplete information, the payment may not be refunded.

8. Route changes, additional stops and additional services

Additional stops, route changes, a different destination, additional passengers, extra luggage, additional waiting outside the scope or duration of the purchased service, or similar operational changes requested after the reservation has been completed may be subject to additional charges.

If the user does not accept the additional charge, the service will be provided according to the confirmed reservation information. Failure to provide changes requested outside the confirmed reservation does not create a right to refund.

9. Refund in case of lower vehicle class

If, due to operational necessity, technical failure, accident, traffic conditions, vehicle availability or similar reasons, a lower vehicle class than the one paid for by the user is provided, the user may request a refund of the price difference between the vehicle class paid for and the vehicle class actually provided.

If an equivalent or higher-class vehicle is provided, no additional charge will be requested from the user.

10. Refund method and timing

Approved refunds are processed using a suitable refund method depending on the payment method and operational circumstances.

For online payments, the time it takes for the refund to appear in the user’s account may vary depending on the payment provider, bank or card issuer.

For reservations where cash to driver was selected and no payment has yet been made, no collection is made from the user in eligible cancellation cases.

11. Force majeure and operational circumstances

In cases such as traffic congestion, accident, road closure, weather conditions, official security measures, vehicle failure, flight/transportation delays, natural disasters, public incidents or similar circumstances beyond the reasonable control of the service provider, delays, route changes, vehicle changes or operational arrangements may occur.

In such cases, the service provider will try to inform the user and provide the service in a reasonable manner as far as possible.

12. Contact

Tripetica.com contact channels may be used for requests related to cancellation, refund, reservation change or no-show.

Current contact information is shown in the Contact section of the site Footer.

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