Cancellation &
Refund Policy

This Cancellation and Refund Policy is issued by Golden Coast Travel Ltd, trading as ClickYourGuide, in relation to bookings made through clickyourguide.com .

It applies to tours, excursions, transfers, tickets, private tours, boat trips, yacht reservations and other individual travel experiences booked through the ClickYourGuide platform for services taking place in Türkiye.

By submitting a booking request, completing an online payment, paying a deposit or accepting a booking confirmation, you acknowledge and accept:

• this Cancellation and Refund Policy;
• the cancellation conditions displayed on the selected activity page;
• any provider-specific terms clearly disclosed before booking;
• the booking details included in your confirmation or voucher; and
• ClickYourGuide’s General Terms and Conditions.

ClickYourGuide is an online booking, reservation and sales marketplace. It enables customers to discover and reserve travel services offered by independent local businesses and professionals.

These independent businesses may include:

• tour and excursion operators;
• licensed guides;
• transport and transfer companies;
• boat and yacht owners or operators;
• activity centres;
• ticket and attraction providers; and
• other local tourism service providers.

In this Policy, each such independent business is referred to as the “Provider”.

ClickYourGuide’s services may include:

• displaying Provider services on the platform;
• facilitating booking requests and confirmations;
• collecting a booking service fee or deposit;
• transmitting reservation information to the Provider;
• providing pre-booking and post-booking customer support;
• coordinating booking changes and cancellation requests; and
• assisting communication between the customer and the Provider.

ClickYourGuide may assist with a cancellation or refund request, but this assistance does not mean that ClickYourGuide becomes the operator of the underlying travel service or assumes responsibility for payments made directly to the Provider.

An amount paid to ClickYourGuide at the time of booking may be identified during checkout or in the booking confirmation as a:

• reservation service fee;
• booking fee;
• online deposit;
• reservation deposit; or
• partial payment toward the activity price.

The payment classification and amount applicable to your booking will be shown or communicated before confirmation.

3.1 What the service fee covers

Where the online amount is identified as a reservation service fee, it covers the services performed by ClickYourGuide in facilitating the reservation, which may include:

• online platform and booking services;
• availability and reservation coordination;
• secure payment processing arrangements;
• communication with the Provider;
• customer support; and
• booking administration.

3.2 Cancellation by the customer

If the customer cancels after the booking has been confirmed, ClickYourGuide may retain the reservation service fee to the extent that it reasonably reflects services already performed, transaction expenses and direct losses arising from the cancellation.

The amount retained will not exceed the amount permitted under applicable law and the conditions clearly disclosed before the booking was completed.

3.3 Cancellation by the Provider

If the Provider cancels the complete service and no suitable alternative is accepted, an amount collected by ClickYourGuide for the cancelled service will normally be refunded, except for any amount that may lawfully be retained for a separate service already fully performed and clearly disclosed to the customer.

Unless the activity page or booking confirmation states otherwise, the remaining balance of the activity price is payable directly to the Provider on or before the activity date.

A balance may be collected by the Provider in cash, by payment terminal, bank transfer, payment link or another method accepted by the Provider.

ClickYourGuide cannot directly reverse, refund or control money that was not received by ClickYourGuide. However, we may provide reasonable assistance by forwarding the request, obtaining the Provider’s response and helping the parties communicate.

Refund eligibility for a balance paid directly to the Provider will depend on:

• the cancellation conditions shown at booking;
• the Provider’s disclosed terms;
• the reason for cancellation;
• whether the service was provided;
• the timing of the cancellation request; and
• applicable mandatory consumer law.

5.1 How to cancel

A cancellation request must be sent in writing using one of the following contact methods:

• Email: support@clickyourguide.com
• WhatsApp: +44 7415 268759

The request should include the booking reference, lead traveller’s name, activity date and reason for cancellation.

5.2 Effective cancellation time

The cancellation becomes effective when the request is received by ClickYourGuide or the Provider through an authorised contact channel. The customer should retain the written cancellation acknowledgement.

5.3 Standard cancellation conditions

Unless different conditions were displayed for the selected activity, the following standard policy applies:

5.4 Changes and rescheduling

Customers may request a change of date, participant number, pickup location or activity. All changes are subject to Provider availability and may involve a price difference.

A requested change is not confirmed until written confirmation is issued by ClickYourGuide or the Provider.

The Provider may cancel a service where the activity cannot be safely, lawfully or reasonably delivered. Possible reasons include:

• unsafe weather or sea conditions;
• mechanical or technical failure;
• unexpected closure of a route, attraction or facility;
• insufficient participation where a minimum is required;
• illness or unavailability of essential personnel;
• official restrictions; or
• another serious operational reason.

Where the Provider cancels the complete activity before it begins, the customer will normally be offered one or more of the following:

• rescheduling to another available date;
• a reasonably comparable alternative activity;
• booking credit, where voluntarily accepted; or
• a refund of the amount paid for the service that cannot be provided.

6.1 Refund of amounts collected by ClickYourGuide

ClickYourGuide will process an eligible refund for an amount actually received by ClickYourGuide in relation to the cancelled service.

6.2 Refund of amounts collected by the Provider

The Provider is responsible for refunding an eligible balance or other amount paid directly to it. ClickYourGuide may assist with communication but cannot independently return funds held by the Provider.

6.3 Additional customer expenses

Unless required by applicable law, neither ClickYourGuide nor the Provider is responsible for indirect or separate expenses such as flights, accommodation, taxis, meals or other arrangements purchased independently by the customer.

ClickYourGuide and the Provider will not be responsible for a failure or delay caused by circumstances outside their reasonable control.

Such circumstances may include:

• severe or dangerous weather conditions;
• storms, flooding, wildfire or natural disaster;
• unsafe sea or road conditions;
• war, terrorism, civil disturbance or political unrest;
• government restrictions or emergency measures;
• strikes or significant transport disruption;
• epidemics, pandemics or public-health emergencies;
• port, attraction, road or airspace closures;
• major power, communication or payment-system failures;
• cyberattacks; and
• any comparable event that could not reasonably have been prevented.

Where an activity cannot be provided because of such an event, ClickYourGuide and the Provider will seek a fair and practical solution based on the circumstances.

The available solution may include:

• rescheduling without an additional amendment charge;
• an alternative service of comparable value;
• booking credit voluntarily accepted by the customer;
• a full or partial refund for the portion of the service that cannot be provided; or
• another remedy required under applicable consumer law.

8.1 Information required

To request a refund, the customer should provide:

• the booking reference;
• the lead traveller’s full name;
• the activity name and date;
• the cancellation reason;
• proof of the relevant payment where requested; and
• any supporting message, receipt or document relevant to the request.

8.2 ClickYourGuide payments

Refunds relating to eligible amounts collected by ClickYourGuide are processed by Golden Coast Travel Ltd.

8.3 Provider payments

Refunds relating to eligible amounts paid directly to a Provider are processed by that Provider. ClickYourGuide may forward the customer’s request and assist with communication.

8.4 Refund method

Where technically possible, a ClickYourGuide refund will be issued to the original payment method. An alternative method may be used where the original method is unavailable or where the customer and ClickYourGuide agree otherwise.

8.5 Processing period

Approved refunds processed by ClickYourGuide will normally be initiated within 14 business days. The time required for the funds to appear may depend on the customer’s bank, card issuer or payment provider.

A Provider may operate its own refund processing timetable for funds it received directly.

8.6 Chargebacks

Customers should contact ClickYourGuide before initiating a payment dispute or chargeback so that the booking and refund request can be investigated.

Submitting an inaccurate, duplicate or fraudulent chargeback may delay the resolution process and may result in supporting booking evidence being supplied to the relevant payment provider.

9.1 Governing law

This Policy and the services provided directly by Golden Coast Travel Ltd are governed by the laws of England and Wales.

If you are acting as a consumer, this choice of law does not remove any mandatory consumer protection rights that apply in your country of habitual residence or in the place where the relevant service is supplied.

9.2 Jurisdiction

Subject to any mandatory consumer right to bring proceedings in another competent jurisdiction, disputes relating to this Policy will be subject to the jurisdiction of the courts of England and Wales.

9.3 Independent Provider disputes

A dispute concerning the actual operation or delivery of an activity may need to be addressed to the independent Provider responsible for that service. ClickYourGuide will provide reasonable assistance in identifying the Provider and communicating the complaint.

9.4 Contact information