Alsero Tours / Travel Terms and Conditions
1 - Contract Information
1/A - The Terms and Conditions below govern the relationship between you, the clients, all persons named on the booking form intending to travel with Alsero Tours (Alsero Tours is a registered trademark of Orkun Turizm Ticaret Ltd. and is operated by Orkun Turizm Ticaret Ltd.). Hereinafter, you will be referred to as “Customer” or “you” whereas we will be referred to as “Alsero Tours”, “We” or “Us” in the terms and conditions are written in the contract.
1/B - The customer and/or you refer to those, whose name is written on the booking form wishing to travel with Alsero Tours. “Product” refers to any service sold by Alsero Tours, such as a tour, transfer, hotel reservation, organization, etc.
1/C - When you book or purchase a tour, hotel or any product with Alsero Tours, you are also accepting that you have read, understood, and unconditionally accepted the Terms and Conditions that constitute the entire contract between “You” and “Us”. Your booking will be accepted under these conditions. The services to be provided are those described in your booking confirmation and proforma invoice.
1/D - You guarantee that you are fully authorized to make a booking on behalf of the persons given on the booking form submitted by you, and that the information provided of these persons are complete.
1/E - When your booking with us is confirmed in writing by Alsero Tours, a contract between you and us will be created and put into practice. Alsero Tours reserves the right to reject any bookings at its sole discretion.
1/F - Please make sure that you have read and understood these terms carefully and confirm that you accept all of these Terms and Conditions.
1/G - Alsero Tours reserves the right to update and/or change these terms and conditions at any time and it is the customers’ responsibility to be familiar with them.
1/H - No employee or representative of Alsero Tours has the right to change or waive any of these terms and conditions or assume any liability on behalf of Alsero Tours, unless s/he is authorized in writing by the General Manager of Alsero Tours.
1/J - All booking contracts with Alsero Tours are subject to Turkish laws and in case of any dispute between the parties of this contract, they are subject to the exclusive jurisdiction of Turkish courts.
2 – Information and Pricing Policy
Outdated prices seen on the system are not valid. The prices registered in the system with current dates are the valid ones. Although it is a very rare situation; In case of price increases shortly before the booking that will affect the cost of the product due to the Government decisions that occur outside of Alsero Tours’ control, including airfares, transportation fares, oil price, airport taxes, museum and archaeological site entrance fees, taxes to be charged for exchange rates, and similar price increases, we reserve the right to change our current booking prices.
3 – Group Size
3/A - Private Tours: Private tours are specially prepared for you, your friends, or your family. There will be no other participants in your group. You will have a private guide and driver serving you during your trip. However, in some tour programs, it is necessary to join tours with other groups within your knowledge in order to reduce the cost of the tour at some pre-determined areas, due to geographical conditions or for transportation reasons (i.e. Domestic flights – Train – Daily tours, etc.). You can discuss with your guide the daily departure times, excursions and mealtimes, and places and make changes on them as long as these changes don’t disrupt the overall tour program.
3/B - Scheduled Group Tours: The number of people accepted in scheduled and guaranteed tours varies between 4 to 40 people, depending on the region, class, or type of the tour. If there is not enough number of people for a scheduled tour, you will be notified and the tour will be canceled or postponed to a later date; or if you prefer, you can have a special tour arranged for you.
4 – Payment Policy
4/A - Deposit Payment: Full payment is not taken until your booking is confirmed in writing by Alsero Tours. Only a 20% deposit of the total tour cost is required to confirm and secure your booking. However, this percentage and amount may vary depending on the type of the product. It could possibly be lower or higher depending on the itinerary, category of travel, and duration. Your personal travel consultant will adjust the amount accordingly.
4/B - Any discounted rates or discounts that apply after you pay your deposit will not apply to you. If you wish to cancel your booking to take advantage of a cheaper rate, general cancellation policies will apply.
4/C - Customers must pay non-refundable deposits to book group tours within 7 days of booking. In the case of FIT and Private Tours, an additional deposit may be requested by a particular hotel, tour operator, cruise ship, airline, or other business.
The final payment must be made 45 days before the departure date, depending on the product type. If your booking is made within 45 days of departure, the full amount shall be paid at the time of booking.
4/D - Gulet Charters: Customers are required to pay a non-refundable deposit of 25% of the total booking price, which must be paid within 7 days of booking. Full payment is required 60 days before departure for gulet charters.
4/E - Full payment for transfers, accommodation, tours, and other services with a total value of less than EUR 400 shall be made within 5 days of booking confirmation.
5 – Final Payment and Balance Settlement
5/A - Final payment and balance settlement shall be made no later than 45 days prior to departure date, depending on your tour type. We reserve the right to cancel any booking if the deadline for the remaining payment is exceeded, nor there is any guarantee against any other unnecessary changes. Please note that, as described in your tour itinerary, some tours may have different policies for payment and cancellations.
5/B - In some tours, no name or date changes can be made on the permits issued in your name that we obtain from official institutions, or for the flight tickets (e.g. permit to climb Mount Ararat, cruise and flight tickets, etc.), therefore, such expenses are not refunded to the customer.
5/C - Final payment and balance settlement shall be made by Wire Transfer (SWIFT) or Western Union or MoneyGram's International money transfer services. If you want to use a credit card for your balance payment, a 4% bank fee shall be added to the transaction amount.
5/D - For Bank transfers, all kinds of bank transfer expenses such as international bank transfer fees and Turkey bank commission fees belong to the customer.
6 – Payment Methods
Alsero Tours accepts the following payment methods: Bank transfer, Western Union, MoneyGram.
6/A - SWIFT Wire Transfer / Bank Transfer:
For payments made via bank transfer, it will take 2 -3 business days for it to come through. The advantage of a wire transfer is that the transfer fee is not as high as Western Union or credit card payments.
** Note: Bank commission fee in Turkey and international bank transfer fees are paid by the customer.
6/B - Credit Card Online Payment:
The payment methods we accept are online payment by Master Card, American Express or Visa credit cards. Your card information is processed with the international encryption security protocol SSL. Your card information is not stored in our database (commercial), but in Visa or Master Card databases with advanced security systems.
6/C - Western Union Payment
You can make instant money transfers from abroad to Turkey with Western Union. You must provide us the code given when you make the money transfer so that we can take out the money from the relevant Bank branch. It is an ideal form of payment, especially for late bookings. If there is a Western Union point available in your area, you can send us your deposit or make full payment via Western Union. Alsero Tours Western Union Transfer information is as follows:
Recipient’s Name: Onur
Recipient's Last Name: Önder
Date of Birth: 1x.xx.19xx
City: Istanbul
Country: Turkey
** After sending the money, please provide us with the “Sender’s full name and surname, the amount of money, the details of your address, as well as the Money Transfer Control Number (MTCN) provided by Western Union.
7 – Cancellation and Refund
7/A – If you need to cancel your trip to Turkey due to force majeure events (earthquake, fire, accident, pandemic, war, etc.) and you have valid reasons, you can cancel your booking by sending an e-mail to sales@alserotours.com with the tour name, code number, and cancellation reasons.
The confirmation of the cancellation and the refund will be processed after you provide an official report, record, etc., that needs to be examined and approved upon your cancellation request.
7/B - Some costs incurred are not refundable in cancellations. For example, in some tours, fees for permits and documents obtained from official institutions on behalf of the traveler, cruise and domestic flight ticket cancellation fees, accommodation or other booking fees, bank transaction fees, and 5% service fee are non-refundable.
7/C - Refund rules:
- FULL REFUND, excluding expenses, for cancellations 45 days before the departure date for land tours,
- FULL REFUND, excluding expenses, and servis charge for cancellations 60 days before the departure date for cruise and gulet tours,
- 50% refund, excluding costs, and servis charge for cancellations made between 44 and 30 days before the departure date,
- 20% refund, excluding costs, for cancellations made between 29 and 21 days before the departure date,
- 100% penalty is applied for cancellations made between 20 days before the departure date.
8 – Cancellations by Alsero Tours
8/A - All Travel Products of Alsero Tours are scheduled based on a minimum number of participants, with the exception of guaranteed Departure tours and private tours.
8/B - As Alsero Tours, we reserve the right to cancel any confirmed booking under any circumstances, but we will not cancel Guaranteed Departure Products except for extraordinary force majeure events such as imminent wars, threats of war, civil unrest, industrial disputes, riots, terrorism events, earthquakes, and fires.
8/C - We will not pay compensation in cases where we are forced to cancel or modify a tour in any way due to force majeure, natural or nuclear disaster, fire, adverse weather conditions, flight cancellation, or other external circumstances beyond our control. In such cases, the customer cannot claim compensation.
However, in cases where we are unable to provide a scheduled tour, you will be refunded or will be offered an alternative date or tour of a similar standard.
9 – Hotel and Itinerary Changes
9/A - Alsero Tours guarantees that it will do its best to provide all the products as described and scheduled. However, we reserve the right to change the tour itinerary at any time.
9/B - Should we have to make a major itinerary change before the start of the tour, meaning if there is a change that affects at least one day of a five-day tour, we will inform you as soon as possible before the departure date. When a major change is made, you can either accept the change as it is, ask for the refund of the money you paid for that day, or have an optional day tour that we will be offering.
9/C - We reserve the right to change the tour itinerary after the departure due to unforeseen conditions or events that develop beyond our control. In such emergency situations, the additional costs of necessary route changes will be borne by the customer. We shall not be held responsible for any possible costs incurred as a result of a change in the tour itinerary, including problems regarding your visa, your vaccination status or non-refundable flight costs.
9/D - Hotels and their alternatives published on our website are to be used for all tours, there may be hotel changes on occasion due to hotel availability and local conditions. We reserve the right to change hotels without prior notice. If a change is required for any reason, including alternative hotels for additional departures on the same date, or hotel location changes within or outside the cities on the itinerary, the alternative hotel chosen will be of an equivalent or higher standard to those given, depending on their availability. There will be no refunds for hotel changes.
10 – Accommodation
10/A - Hotel stays with Alsero Tours are based on twin / double / triple sharing rooms.
10/B - If there are single travelers on the tour, they can share a twin room with another traveler of the same gender. If same-sex room sharing is not available, a single room surcharge will be applied. Room shares are arranged in order of booking.
10/C - Before the start of the tour and after the tour, you will be provided a private room for yourself only. We are unable to arrange shared accommodation before and after the tour for solo travelers. In this case, you are required to make an additional payment for a single stay.
10/D - We will do our best to accommodate people traveling together in the type of room they wish to stay in; however, we cannot guarantee this in some cases.
10/E - Special customer requests regarding types of beds (double, twin, etc.) smoking/non-smoking rooms and connecting rooms are subject to hotel availability.
10/F - If you are booking a triple room, please note that in some hotels the third bed is added as an extra to the room and it may turn out to be a “fold up” bed. The availability of triple rooms in hotels is limited. We cannot be held responsible if a hotel can only provide fold up beds, and you will not be compensated in such cases.
10/G - Single rooms may be smaller than twin or double rooms in size.
10/H - The hotels we name on our website may be changed for many reasons, such as group size, availability, time of year, lower hotel standard, or simply because of a better hotel is available. We will update the website immediately if there are any changes. Should we make any changes in hotels, it will be one with similar or same standard or a higher standard hotel and you will not be asked to pay any extra fees.
11 – Travel Documents
11/A - It is the responsibility of the customer to possess the necessary travel documents such as a valid passport, visa, vaccination record, medicine and other health certificates while entering and traveling to Turkey.
11/B - Alsero Tours is not responsible for any damages caused by the issuance of necessary travel documents or changes in laws. We will be informing you about these matters, however, we don’t have any liability in this regard.
11/C - We are not responsible if you are denied to enter the country because you do not have an appropriate passport, visa, or other required documents.
11/D - In the event of loss or theft of documents, we would be happy to assist you in any way we can, however, we cannot be held responsible for additional costs nor do you have the right to ask for reimbursement or compensation for your pre-paid travel expenses.
12 – Health, Safety, and Behavior
12/A - Before booking, you should make sure that you are fit and healthy enough to complete the entire tour. If you have any history of illness that may affect your ability to travel, you must report it at the time of booking and make the necessary arrangements for your medication or other treatment that you may need during the tour. If you have a health issue, you must provide us with a medical report from a physician confirming that you are eligible to travel. If you do not disclose such information, it will constitute a violation of these booking conditions and will release Alsero Tours from any responsibility and liability.
12/B - We will be accepting your special meal requests, however, Alsero Tours cannot be held responsible if it is not provided at the hotel or restaurants used during the tour.
12/C - It is your responsibility to get the vaccinations that are required for your scheduled destinations. You must notify Alsero Tours of any allergies or other physical conditions that may affect your health during the tour. We reserve the right to reject or accept any person as a part of the tour, and to exclude anyone from the tour should their physical condition, mental health, or behavior adversely affect the course of the tour. In such cases, no refunds will be made.
12/D - When booking any of the Alsero Tours products, you must notify us by e-mail of any physical or mental health condition that requires special professional attention or the use of special equipment during the tour.
12/F - Alsero Tours reserves the right to reject the booking of any participant, who may adversely affect the health, safety, or comfort of other travelers and the course of the tour. We won’t host female travelers who are beyond their fifth month of pregnancy. We recommend you to find out the healthcare services of the country you are traveling to considering the geographical and political condition of the country.
13 – Client Exclusion and Local Law
By booking a tour with us, you accept the authority and decisions of Alsero Tours guides, employees, and representatives of the suppliers during the tour. If your health condition or behavior before or after the start of the tour appears to be endangering the safety, comfort, or happiness of other travelers or the course of the tour, you may be excluded from all or part of the tour without notice or any liability.
If a customer seems to have poor health, we may make arrangements as we seem fit and recover the costs from the customer. By booking a tour with us, travelers agree to abide by the laws and regulations of the countries they are traveling to. We don’t have any responsibility against the customers who engage in illegal acts during the tour.
14 – Liability of Alsero Tours
14/A - Alsero Tour's adventure activities, particularly hiking and trekking, involve various risk factors for the personal safety of travelers. By accepting these Booking Terms and Conditions, you confirm that you are aware of the risks in your tour and take responsibility for the risks involved. We will not be liable for Customer's damages where we fulfill our Duty to Care for Customers by providing products of a reasonable standard.
Alsero Tours and its suppliers take no responsibility if they are not at fault in any event and the damage claimed is caused by the customer's own fault, by a force majeure event, or as a result of extraordinary circumstances beyond our control.
14/B - Regarding air, sea, and rail transport and provision of accommodation, our liability in such issues will be limited as stipulated by the relevant international conventions. The customer is responsible for ensuring their compliance with the customs regulations.
14/C - In the event of bad weather, time scarcity, traffic jams, and similar situations, the guide may make changes in the tour program. Incidental expenses will be incurred by us in case of a change by Guide in the itinerary at Turkey.
14/D - Optional activities not included in the tour price are not part of this contract or tour. Although your tour guide will help you organize optional activities, this is not a liability on our part. The contract for the provision of this activity will be between you and the optional activity’s provider.
14/E - If you are not wearing a seat belt while seated in our vehicles, we and our agents or contracted service providers will not be liable for any injury, illness or death, or for any loss or damage or claims resulting from any accident or incident.
14/F - Alsero Tours will not be responsible for any loss, injury, or damage to a person or property, change, or partial or complete cancellation of itineraries due to climatic conditions, fire, actions of the government, or other authorities, or declared or undeclared wars. We are not responsible for adversities and actions that develop beyond Alsero Tours’ control, such as civil riots, strikes, upheavals, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, technical problems with transportation, closure or blockage of airports or ports, cancellation or change of scheduled flights, or negligence of any kind.
14/G - Alsero Tours is not responsible for theft or loss of any customer's valuables or personal belongings at any place and time during the tour due to their own negligence.
14/H - As a customer, you are required to accept the authority of your tour guide, who will work to ensure the safety and well-being of the group during the tour. Any action that jeopardizes this may result in you being asked to leave the tour without any right to refund or compensation.
The safety of your personal belongings and ensuring that you have all the appropriate passports and visas for the duration of the tour is your responsibility. Smoking is not allowed in any vehicle.
The maximum baggage capacity on domestic flights is 15 kg.
14/J - Most Alsero Tours packages include activities that require care and attention. Such activities include horseback riding, Jeep Safari, hill climbing, walking on dunes and plateaus, ancient city ruins, canyons, etc. You will receive help and advice from our representatives or guides, but joining in any of these activities will be at your own risk.
15 – Tour Meeting Point
If you book a product that does not include airport transfer on arrival, or if you cancel your airport transfer, you will be responsible for your own round-trip transportation to and from the Tour Meeting Point. Tour meeting points are on our website and will be announced separately depending on the tour.
16 – Pictures, Videos, and Marketing
16/A - Our authorized representatives or guides may take photos and videos of the tour involving any Alsero Tours Product. We reserve the right to use such material for any advertising or promotional purposes in any medium we choose, without further approval from you. By booking a tour with us, you are also agreeing to grant us a perpetual, royalty-free, worldwide, irrevocable license to use such images for promotional purposes.
16/B - We also reserve the right to use any comments, surveys made or letters sent by you regarding our company or our Products in promotional content without needing any further approval.
17 – Personal Data
17/A - All personal data and other customer data provided by you are protected in accordance with the “Law on Personal Data Protection” or “KVKK”. By booking a tour with us, you agree to our use of this data to fulfill the operations and obligations, that arise from this contract, of our business partners providing the services for the product. As per the Law on Personal Data Protection, your personal data shall never be given or sold to any third party.
Alsero Tours and its partners reserve the right to use statistics and information regarding the tours. If you do not want to receive any marketing material or communications, please contact us at info@alserotours.com or sales@alserotours.com.
We will never sell your personal data to any third party. During our tours, we will sometimes take photos for promotional purposes. As long as you do not object or reject this at the time of your booking, you are allowing your image to be used in photo/video shootings. If you do not want your data to be used by us, you can notify us by e-mail. The said data will be destroyed after the legal retention period.
18 – Complaints and Legal Period
If you have a complaint about any of the product arrangements, you should immediately report your complaint to your tour leader or Alsero Tours guide so that we can do our best to solve the problem. We cannot resolve a problem that we are not aware of. A report form will be filled out detailing your complaint and we will take the necessary action to resolve the issue. You must keep a copy of this form. If you feel that a complaint has not been resolved after your tour, you must notify Alsero Tours in writing within 2 weeks. Relevant receipts and supporting evidence must be attached to this request.
Failure to notify us of a complaint on-site will eliminate or at least reduce our liability for compensation. Complaints regarding services not directly related to Alsero Tours should be addressed to the relevant supplier. Alsero Tours will not be responsible for any claims made 14 days after the completion of the tour.
All terms and conditions are subject to Turkish Laws and regulations. Turkish courts are authorized to handle complaints and lawsuits.
19 – Special Requests
If you have special requests or needs regarding our products (such as ground floor accommodation, disabled access or special dietary requirements), you must let us know at the time of booking. We will try to accommodate any of your requests, but we cannot guarantee to meet everyone's needs, and we make no promises or take responsibility for special requests which we aren’t able to meet for any reason. Should we have reason to believe that we cannot meet or satisfy your specific needs appropriately, we reserve the right to reject the booking or ask you to travel with someone who can provide you with full assistance throughout your tour.
20 – Insurance
Before the start of your tour with Alsero Tours, you should buy insurance from an insurance company that provides coverage for the entirety of the tour, covering personal injuries, medical expenses, repatriation expenses, baggage loss, and cancellation or interruption costs that are incurred in Turkey or other countries. We recommend you get travel insurance before your trip. If you become ill during the tour, you will be responsible for all hospital costs, doctor fees, and repatriation expenses and we cannot be held responsible for any refunds of the tour cost.
21 – Travel Documents and Behavior
All travelers should make sure that their travel documents have the appropriate dates and visas and their passports are valid for at least six months. Please make sure to carefully read the invoice and any other documents we will send you as soon as you receive them, and contact us immediately if there is any incorrect information. If you do not arrive on the agreed date of your tour, we will consider that the tour is canceled by you.
You must follow our instructions at all times and you agree to release us from any responsibility for any loss or injury caused by your failure to follow our instructions. You are required to act appropriately and avoid causing discomfort or offending other travelers, and you are agreeing to take responsibility for any damage you cause to our or any third-party property. We will not be liable to you for any loss or damage you suffer due to or related to your violation of any law anytime during the tour. You take responsibility for all third-party actions against us for loss or damage caused by you or your participation in the tour.
22 – Children Discounts
22/A - Children of all ages can participate in private tours, the age policy is as follows:
Child 0 - 1.99 years old are FREE of CHARGE on tours, without domestic flights.
Child 0 - 1.99 years old are pay for Airfare on tours with domestic flights.
Child 3 - 06:99 years old some hotel accommodation fee is free on tours. Pay all other services.
Child 7 and over, they will be charged at the regular adult price.
22/B - The minimum age for accompanied children on group tours is 8 and full price is charged for their accommodation.
Child discount on connecting tours to Greece or other countries varies according to specific tour plans. The discount is applied upon the confirmation sent to us at the time of booking.
22/C - Children of all ages can join daily tours and independent itineraries or private gulet charters. Child age policy varies depending on the type of tours. These are clearly specified in the prices to be offered.
22/D - Persons under the age of 18 can book our tours only if they are traveling with a parent or legal guardian. There will be no exceptions to this policy.
23 – COVID-19 Cancellation Policy and Refunds
23/A - If we are forced to cancel your trip due to an unexpected decision of a government institution of the Republic of Turkey, we guarantee to refund your money.
You will also receive a refund (excluding non-refundable expenses) if you are unable to travel because you or a family member has been diagnosed with COVID-19. You must notify us of your cancellation as early as possible, at the latest 48 hours before your scheduled departure time, and provide us with the written official proof of the COVID-19 diagnosis.
You can change your tour dates, due to reasons related to COVID-19, up to three times without paying any change fee (excluding non-refundable expenses), if you notify us at the latest 21 days before the start of the tour.
23/B - Passenger health problems or Covid -19 or similar pandemic restrictions, barricades, earthquakes, floods, terrorism, bad weather conditions, and/or any force majeure beyond our control in Turkey or other countries where the passenger is arriving or returning in case of; Extension days accommodation costs, private expenses, flight ticket costs, passenger health and insurance costs and other expenses are not included in the tour prices. Such costs are paid by the customer.
** Alsero Tours is registered with the Turkish Ministry of Tourism with a license of 1996 / 3142, hereinafter referred to as “Us” or “Alsero Tours”.
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