Terms governing the cancellation, refund, and modification processes for hotel, transfer, tour, and car rental reservations made through the Voyago platform
This Cancellation, Refund & Modification Policy ('Policy') governs the procedures for cancellations, refunds, and modifications of reservations made through www.voyagoo.com.tr (the 'Platform'), operated by Alya Ada Ltd. Şti. ('Voyago' / 'Service Provider'). This Policy forms an integral part of Voyago's Distance Sales (Reservation) Agreement and Terms of Use.
Under Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, consumers have the right to withdraw within 14 days without giving any reason. However, for services to be performed on a specific date or period (accommodation, car rental, leisure activities, etc.), this right of withdrawal is excluded and cannot be exercised (Distance Contracts Regulation Art. 15/1-ğ).
Hotel / Accommodation: Varies by reservation type (refundable/non-refundable); the free cancellation date is stated in the booking confirmation. | Tour Packages: Subject to the tour operator's cancellation policy; deductions may apply based on the time remaining until the tour starts. | Car Rental: Subject to the rental company's cancellation policy; in general, unconditional cancellation is possible up to the last 24 hours if the vehicle has not yet been picked up.
The Guest can submit cancellation, refund, or modification requests via: (1) logging into their Platform account, selecting the relevant reservation under 'My Reservations', and following the 'Cancel Reservation' steps online; or (2) sending an email to [email protected] including the reservation number. Upon completion of the cancellation, the Guest will be notified via SMS and/or email.
After the cancellation request is approved, the refund amount is returned to the original payment method (credit/debit card, etc.). Refunds typically appear in your bank account within 1-7 business days, depending on your bank's procedures; the maximum legal period is 14 (fourteen) business days per the Distance Contracts Regulation. The Voyago service/intermediation fee charged separately during booking is excluded from the refund unless expressly stated otherwise.
If a reservation is cancelled by the Supplier (e.g., flight cancellation, hotel overbooking, vehicle not delivered), Voyago will notify the Guest as soon as possible and engage the Supplier to offer an alternative service or a full refund. In cases of force majeure (natural disasters, epidemics, war, terrorism, official authority decisions), cancellation/refund terms apply per the Supplier's rules and any applicable insurance/guarantee programs.
Requests to modify the date, number of guests, or service details are not treated as cancellations; however, whether the modification is possible and any resulting price difference depends on the relevant Supplier's approval and policy. For car rentals, modification conditions may differ if the pickup time has passed; in such cases, contact our support team. Modification requests can be submitted through 'My Reservations' on the Platform or via [email protected].
For questions regarding cancellation, refund, and modification processes, you may contact us. Voyago is the trade name of Alya Ada Müteahhitlik Mühendislik İnşaat Yangın Sistemleri Eğitim ve Danışmanlık Sanayi Ticaret Limited Şirketi (Alya Ada Ltd. Şti.). Address: Yeni Mah. Eski Bursa Asfaltı Cad. No:90/A, Mudanya/Bursa, Türkiye. Email: [email protected]
You can download the complete policy in PDF format for your records and future reference.
