Cancellations, Refunds & Booking Changes

For standard tours, the cancellation fee is based on the number of days between the written cancellation request and the first service date.

A booking with several services, such as tours, hotels, transfers, flights, charters and activities, is treated as one booking unit. If shared services are affected, one passenger’s cancellation may affect the full booking.

• 61–90 days before departure: 30% cancellation fee; 70% refund.
• 31–60 days before departure: 40% cancellation fee; 60% refund.
• 16–30 days before departure: 70% cancellation fee; 30% refund.
• 0–15 days or no-show: 100% fee; no refund.

Unless a stricter rule applies, a 25% administrative fee is retained. Non-refundable flights, hotels or activity tickets are added to the fee. Promotional or special-offer tours are fully non-refundable.

Cancellation must be requested in writing, by email, contact form or WhatsApp, with the booking reference included. Phone cancellation alone is not accepted because a written timestamp is required.

• Step 1: Send the written request as early as possible.
• Step 2: The applicable tier, fee and refund amount are calculated and sent back.
• Step 3: You confirm the cancellation in writing.
• Step 4: The refund is processed and the booking is closed.

The cancellation date is the date the written request is received during office hours. Near tier boundaries, send the request in the morning to avoid losing a day.

After written cancellation confirmation, refunds usually reach the account within 8–19 business days.

• Internal processing: 7–14 business days to instruct the bank or send the wire.
• Inter-bank movement: 0–2 business days.
• Your bank posting time: 1–5 business days.

Refunds return to the original payment method: card refunds to the same card and bank transfers to the originating account.

For force majeure such as war or pandemic, refunds, credits, rescheduling or other remedies are determined by the travel agency when the event directly prevents travel to Turkey because flights to or from Turkey are suspended or unavailable. If flights remain operational, force majeure alone does not create a refund right.

Yes, dates can often be changed, and it is frequently cheaper than cancelling. Fees depend on how close the departure is.

• 21+ days before departure: Date changes are usually free, subject to hotel and flight availability.
• 14–20 days before departure: €50 amendment fee per booking, plus any new flight fare difference.
• Less than 14 days: Changes are not guaranteed and may include airline re-ticketing fees and hotel penalties.

If the new dates are higher season, only the difference is charged. If they are lower season, the difference can be credited back. Send two or three possible dates to find the lowest-cost option.

No. Promotional, discounted or special-offer bookings are non-refundable. Once the deposit is paid, the booking is subject to a 100% non-refundable rule.

• Refund after cancellation: €0, no matter how early the cancellation is requested.
• Date change: Sometimes possible if requested 21+ days ahead and if hotel / flight availability allows.
• Under 21 days: Date changes for promotional bookings are normally not available.
• Operator or weather cancellation: A full refund or free reschedule still applies if the provider or weather cancels the service.

Promotional non-refundable conditions must be shown on the tour page, checkout and confirmation.

If the provider cancels a tour or severe weather makes the service impossible, the affected service is protected.

• Company cancellation: 100% refund of amounts paid, including deposit and balance, usually within 7–14 business days.
• Balloon weather cancellation: 100% refund of the balloon portion, free reschedule when available, or balloon-watching alternative around €48–54.
• Ground tours: Rain and snow normally do not cancel tours; only road closures or official warnings usually cause postponement.
• Alternatives: Indoor museums, cave visits or spa options may be offered when suitable.

Balloon decisions are normally made by the aviation authority around 05:30, with guest updates sent around 06:00.

If one traveler cancels from a shared booking, the remaining booking can usually continue. The effect depends on what was shared.

• Per-person items: Tour fees, flights and entrance tickets for the cancelling traveler follow the normal cancellation tier; others are not affected.
• Shared room: If two people shared a double and one cancels, the remaining traveler may need to pay the single supplement, or an optional room-share solution may be explored.
• Lead traveler cancellation: The booking reference can usually be transferred to another group member.

Report likely cancellations early. In many cases the booking can be restructured before fees increase or group discounts are lost.

Travel insurance is strongly recommended, although Turkey does not require it for entry. Standard cancellation tiers do not cover personal reasons such as illness, family emergencies or missed international flights.

• Typical cost: A comprehensive one-week policy often costs about €15–30 per person.
• Useful cover: Cancel-for-any-reason, trip interruption, medical emergency, evacuation, luggage loss and theft.
• When to buy: At the time of booking, because policies usually cover only events that happen after purchase.
• Credit card insurance: Check exclusions carefully; pre-existing conditions and tour cancellation penalties may not be covered.

Insurance is not sold directly, but trusted providers can be suggested on request.

Problems should be reported as soon as they happen, because most issues can be fixed while the tour is still running. Formal written complaints can be submitted up to 28 days after the tour ends.

• During the tour: Contact the guide, driver, or Cappadocia Hot Air Balloon WhatsApp support immediately at +90 505 932 7978, +90 533 554 8555, +90 536 709 5098 and +90 532 450 8227 for issues such as room problems, missing meals or pickup misunderstandings.
• After the tour: Send a written complaint to [email protected] with booking reference, date, description of what happened, photos or receipts if available.
• Response time: Acknowledgement is usually sent within 2 business days.
• Investigation: Hotels, guides and suppliers are reviewed, and findings are normally shared within 14 business days.

Complaints sent after 28 days may still be reviewed as a courtesy, but may no longer qualify for refund consideration under the terms.