Terms & Conditions

Welcome to istanbul.com!

These Terms & Conditions ("Terms") govern the use of our website and services. By booking or using our services, you enter into an agreement with ALOHA VENTURES LTD, a company registered in England and Wales, with its registered office at 2 Eliot Gardens, SW15 5NB London – UK ("Aloha Ventures", "we", "our", "us").

By accessing or using istanbul.com (the "Platform"), booking a tour, ticket, pass, or other activity (collectively, "Products"), you agree to be bound by these Terms. If you do not agree, please do not use our Platform.

1.1. istanbul.com provides access to tours, passes, attractions, and activities in Istanbul (collectively, "Experiences").

1.2. We operate as:

• Provider for Experiences we organise directly (e.g., guided tours with our own staff).
• Agent for third-party suppliers ("Suppliers"), where we facilitate bookings on their behalf. In such cases, the contract for the provision of the Experience is between you and the Supplier.

1.3. We do not provide accommodation or insurance services.

2.1. You must be at least 18 years old to make a booking.

2.2. You agree to provide accurate, current, and complete information when making a booking.

2.3. Our services are intended for international travellers. While residents of Türkiye are not our target audience, purchases are technically possible unless restricted by law.

3.1. A booking is confirmed once payment is successfully processed through our payment provider (currently Stripe).

3.2. Upon confirmation, you will receive a booking reference or electronic ticket by email. You must present valid identification and the ticket at the venue or meeting point to redeem the service.

3.3. Some Suppliers may require presentation of the payment card used for booking. This will be specified at checkout if applicable.

4.1. Prices are displayed per person unless otherwise stated.

4.2. Prices may be quoted in different currencies; conversion is handled by Stripe or your card issuer.

4.3. You are responsible for any additional fees charged by your bank or card provider, including foreign transaction fees.

4.4. Full payment is required at the time of booking.

5.1 Scope & how it works

• istanbul.com lists experiences from multiple providers.
• Each product page shows the cancellation terms that apply to that specific booking.
• If a product’s page states terms that differ from the policy below, the product page terms take priority.

5.2 Standard cancellation rules (unless otherwise stated on the product page)

• Up to 72 hours before the start time: Cancellations are accepted; a processing fee (10%) may apply.
• 72–24 hours before the start time: Cancellations are accepted with a processing fee (25%).
• Less than 24 hours before the start time, or after the start time: Non-refundable.
• No-shows and late arrivals are treated as non-refundable.

5.3 Provider changes or cancellations

• If a provider cannot operate an experience (e.g., severe weather or operational issues), you’ll be offered a new date or a comparable alternative whenever possible.
• If no suitable option is available, refunds are handled per the applicable provider policy.

5.4 Reservation-based and timed-entry activities

• Experiences requiring reservations generally need cancellations at least 24 hours in advance.
• Cancellations made later than this window, or no-shows, are typically non-refundable.

5.5 Non-refundable items

• Dated or timed tickets once issued by the provider.
• Public transportation cards (e.g., Istanbul City Card) once delivered or activated. Service or replacement matters are handled by the card issuer.
• Any product explicitly labeled “Non-refundable” on its page.

5.6 Third-party purchases

• Tickets or services bought outside istanbul.com cannot be refunded through istanbul.com.
• Any infant/child fees charged on site are the responsibility of the attraction.

5.7 Modifications

• Date, time, or participant changes are subject to availability.
• May be treated as a cancellation + new booking under applicable rules.
• Price differences and processing fees may apply.

5.8 Refund method & timing

• Approved refunds are returned to the original payment method.
• Bank processing times and currency exchange differences may apply.
• Bank charges, FX differences, and service fees are not refundable unless required by law.

5.9 How to request support

• Use the Manage Booking link in your confirmation or contact istanbul.com Support.
• Provide your Order ID, product details, and any relevant documents to help the provider assess your request.

6.1. You are responsible for complying with all local laws, customs, and regulations when participating in Experiences.

6.2. You must arrive on time at the specified meeting point. Failure to do so may be treated as a no-show, with no entitlement to refund.

6.3. You must behave respectfully towards guides, staff, and other participants. Misconduct may result in refusal of service without refund.

7.1. It is your responsibility to ensure that you have valid travel documents, visas, and comply with entry requirements.

7.2. We strongly recommend that you obtain comprehensive travel insurance before your trip, covering cancellations, health, and accidents.

7.3. We accept no liability for denied entry, visa issues, medical expenses, or other losses arising from lack of proper documentation or insurance.

8.1. All content on istanbul.com, including text, graphics, logos, images, and software, is the property of Aloha Ventures or its licensors.

8.2. You may not copy, reproduce, distribute, or create derivative works without prior written consent.

9.1. Users may post reviews, ratings, and comments on the Platform.

9.2. By submitting content, you grant us a worldwide, royalty-free, perpetual licence to use, reproduce, and display such content.

9.3. You are solely responsible for your content, and you agree not to post unlawful, defamatory, or infringing material.

You agree not to:

• Make speculative or fraudulent bookings.
• Interfere with the Platform through automated tools (bots, scrapers, etc.).
• Post spam, offensive, or illegal content.
• Misuse tickets or attempt resale without authorisation.

11.1. We act as agent for Suppliers in many cases. We are not liable for acts, errors, or omissions of Suppliers.

11.2. Except where prohibited by law, our liability for any claim is limited to the total amount paid by you for the booking.

11.3. We are not liable for indirect or consequential damages, including lost profits or missed connections.

11.4. Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any matter that cannot be excluded under UK law.

You agree to indemnify Aloha Ventures, its directors, employees, and partners against claims, damages, and expenses arising from your breach of these Terms or misuse of the Platform.

13.1. These Terms are governed by and construed in accordance with the laws of England and Wales.

13.2. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from these Terms.

13.3. If you are a consumer in the EU or UK, you retain any mandatory rights under local consumer law.

14.1. We may update these Terms at any time. Updates will be effective once posted on istanbul.com.

14.2. It is your responsibility to review the Terms periodically. Continued use of the Platform indicates acceptance of changes.

14.3. We may modify or discontinue services for maintenance, regulatory compliance, or business reasons.

We are not liable for failure to perform obligations due to events beyond our reasonable control, including natural disasters, strikes, political unrest, epidemics, or government restrictions.

16.1. Nothing in these Terms affects your statutory rights under UK or EU consumer law.

16.2. For EU/UK consumers, online dispute resolution is available via the European Commission’s ODR platform.

17.1. We collect and process personal data in accordance with our Privacy Policy and applicable data protection laws (GDPR, UK GDPR).

17.2. By using our services, you consent to such processing and warrant that all data provided is accurate.

We may assign or transfer our rights and obligations under these Terms without restriction. You may not assign your rights without our prior written consent.

19.1. If any provision of these Terms is held invalid, the remaining provisions remain in full force and effect.

19.2. Failure to enforce any provision shall not constitute a waiver of that provision.

For any queries, complaints, or legal notices, please contact us at:

• Company: Aloha Ventures Ltd
• Registered Office: 2 Eliot Gardens, SW15 5NB London – UK
• Email: [email protected]

We aim to respond within 48 hours to all communications.