1. Purpose
This Cancellation & Refund Policy explains the conditions under which reservations made through Stanpolis Travel may be cancelled, modified or refunded.
As Stanpolis Travel provides travel services through both its own operations and independent travel suppliers, cancellation terms may vary depending on the specific service booked.
This Policy should be read together with the Distance Sales Agreement and the Terms of Use.
2. Scope
This Policy applies to travel services arranged by Stanpolis Travel, including but not limited to:
Hotel reservations
Airport transfers
Private transfers
Chauffeur services
Daily tours
Multi-day tours
Shore excursions
Licensed tourist guide services
VIP transportation
Corporate travel arrangements
Incoming tourism services
Other travel-related services provided by Stanpolis Travel
3. General Principles
Many travel services are provided for a specific date or period and require advance planning by hotels, transportation providers and other suppliers.
For this reason, cancellation, amendment and refund conditions may differ depending on:
The supplier;
The destination;
The travel period;
Promotional conditions;
Special offers;
Contractual obligations.
Where special booking conditions have been communicated before confirmation, those conditions shall prevail over this general policy.
4. Customer Cancellations
Customers wishing to cancel a reservation should notify Stanpolis Travel as soon as reasonably possible.
Cancellation requests should preferably be submitted in writing through one of the following channels:
Official reservation communication channels
Stanpolis Travel may request written confirmation where a cancellation request is initially made verbally.
5. Reservation Amendments
Customers may request amendments including:
Travel dates;
Hotel selection;
Room category;
Number of travellers;
Transfer schedule;
Pickup location;
Drop-off location;
Tour date;
Guide language.
All amendment requests remain subject to:
Availability;
Approval by the relevant supplier;
Any applicable price adjustments;
Additional supplier charges where applicable.
Stanpolis Travel cannot guarantee that every amendment request can be accommodated.
6. Supplier Cancellation Policies
Each supplier maintains its own cancellation rules.
Hotels, transportation providers, tour operators and other suppliers may apply:
Flexible cancellation;
Partial refund;
Non-refundable reservations;
Administrative fees;
Date change restrictions.
Customers are informed of any applicable supplier-specific conditions during the reservation process whenever such conditions are provided to Stanpolis Travel.
7. Refunds
Where a refund is approved, Stanpolis Travel will process the refund using the original payment method whenever reasonably possible.
Refund processing times may vary depending on:
Banking procedures;
Payment service providers;
International financial institutions;
Supplier approval processes.
Stanpolis Travel cannot guarantee processing times controlled by third parties.
8. No-Show
A reservation may be treated as a No-Show where the Customer:
Fails to arrive at the hotel;
Does not appear at the agreed pickup location;
Misses the scheduled tour departure;
Provides incorrect flight information;
Cannot be contacted using the contact details provided during booking.
Where a reservation is classified as a No-Show, refunds shall be determined according to the applicable supplier's cancellation policy.
9. Supplier-Initiated Cancellations
If a supplier cancels a confirmed reservation due to operational reasons, Stanpolis Travel will make reasonable efforts to assist the Customer by:
Offering an alternative service where available;
Suggesting alternative travel dates;
Arranging a partial refund where applicable;
Arranging a full refund where applicable.
Stanpolis Travel cannot guarantee the availability of alternative services offered by independent suppliers.
10. Force Majeure
Neither Stanpolis Travel nor the Customer shall be responsible for delays, cancellations or failures resulting from events beyond reasonable control, including but not limited to:
Natural disasters;
Earthquakes;
Floods;
Wildfires;
Severe weather conditions;
War;
Civil unrest;
Terrorist incidents;
Epidemics or pandemics;
Government restrictions;
Airport closures;
Airspace restrictions;
Transportation disruptions;
Strikes;
Major infrastructure failures.
Where reasonably possible, Stanpolis Travel will work with suppliers to minimise disruption and offer practical alternatives.
11. Payment Chargebacks
Where a payment has been made using a credit card or another electronic payment method, the Customer agrees not to initiate an unjustified chargeback or payment dispute after the travel services have been confirmed or delivered.
If a chargeback is initiated in error or without valid legal grounds, Stanpolis Travel reserves the right to submit all relevant reservation records, booking confirmations and communication history to the payment service provider or financial institution in order to defend its position.
Nothing in this section limits the Customer's statutory rights under applicable consumer protection legislation.
12. Online Payments
At the date of publication of this Policy, Stanpolis Travel does not process online payments directly through its website.
Payments may be accepted through:
Bank transfer;
Electronic Funds Transfer (EFT);
Secure payment links;
Physical POS terminals;
Other mutually agreed payment methods.
Should online payment services become available in the future, this Policy will be updated accordingly.
13. Dispute Resolution
Stanpolis Travel encourages Customers to contact us directly before initiating any formal complaint or legal proceeding.
Many reservation-related issues can be resolved promptly through communication with our customer support team.
Where a dispute cannot be resolved amicably, the matter shall be handled in accordance with the applicable laws of the Republic of Türkiye and before the competent authorities or courts having jurisdiction.
14. Changes to This Policy
Stanpolis Travel reserves the right to modify this Cancellation & Refund Policy whenever necessary to:
Reflect changes in legislation;
Update operational procedures;
Introduce new travel services;
Improve transparency.
The latest version published on our website shall replace all previous versions.
Reservations confirmed before the publication of an updated version shall remain subject to the version in force on the booking confirmation date, unless otherwise required by applicable law.
15. Contact Us
If you have questions regarding cancellations, amendments or refunds, please contact Stanpolis Travel using the details below.
Information
Details
Company Name
................................................
Registered Address
................................................
Telephone
................................................
................................................
Our customer support team will make reasonable efforts to respond to your enquiry as promptly as possible.
Related Documents
This Policy should be read together with the following documents published by Stanpolis Travel:
Distance Sales Agreement
Pre-Information Form
Privacy Policy
Privacy Notice
Cookie Policy
Terms of Use
Stanpolis Travel – Legal & Trust Center
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