These terms explain how private tours, guiding, transfers and other travel services arranged through Private Istanbul Guide are quoted, confirmed and delivered. Read them with the written quotation, pre-contract information and booking confirmation for your particular service.
1. Operator and contact
Romos Turizm Bilişim Dış Ticaret Limited Şirketi · Romos Travel · TÜRSAB A-13114
Sinanpaşa Mahallesi, Alaybeyi Sokak, Hakan Zini İş Merkezi, No: 2, Kat: 3, Beşiktaş / İstanbul, Türkiye
Email: info@privateistanbulguide.com
Telephone: +90 212 327 26 87
Tax office: Beşiktaş · Tax number: 7351623266
Trade registry: 263125-5 · MERSİS: 0735162326600001
2. Enquiries and confirmation
A website enquiry is a request for information and does not itself secure a guide, vehicle, ticket, hotel or other service. A booking is confirmed when we issue written confirmation after the agreed acceptance and payment requirements have been met. Before payment, check the date, local start time, meeting point, number and ages of participants, guide language, itinerary, price, inclusions, exclusions and cancellation conditions.
The lead traveller must be authorised to book for the group and pass on relevant arrangements. Tell us about accessibility requirements and other essential needs before confirming so that we can discuss suitability. Do not send medical records or passport copies unless we explain why they are necessary.
3. Prices, inclusions and payment
The accepted written quotation specifies the currency, total price, applicable taxes, included services, excluded costs, deposit and balance deadline. Museum entry, transport, meals, accommodation, gratuities and optional activities are included only when expressly listed. We explain any optional extra and obtain agreement before charging for it. Website indicative prices may change before confirmation; confirmed prices are governed by the agreement and mandatory law.
Use only payment instructions issued through our verified business channels. Do not send full card details by email or messaging. No universal deposit percentage is created by this page; the payment schedule is the one disclosed and accepted for the booking.
4. Customer cancellation and no-shows
For cancellations by the customer, unless different booking-specific conditions were clearly disclosed and accepted before confirmation, the cancellation charge is calculated on the total confirmed booking price:
- Before the five-business-day cutoff: 50% of the total confirmed price.
- At or after the five-business-day cutoff, including no-shows: 100% of the total confirmed price.
The cutoff is the scheduled service start time on the fifth preceding business day, calculated in Istanbul local time. Business days are Monday to Friday, excluding public holidays in Türkiye. A request received exactly at the cutoff falls within the 100% period. Send cancellation requests in writing to info@privateistanbulguide.com; the time we receive the request determines the applicable period. Please retain proof of sending and contact us if acknowledgement is delayed.
A cancellation charge is distinct from any deposit amount. Payments already received are credited against the charge, and any refund or outstanding amount is calculated accordingly. These conditions do not override mandatory consumer rights, applicable package-tour rules or rights where we fail to provide the agreed service. Updated website terms do not retrospectively replace conditions already agreed for an existing booking.
5. Changes and itinerary arrangements
Changes to dates, language, group size, itinerary or transport depend on availability and written agreement. We explain any resulting price difference before acceptance. If a change cannot be agreed, the existing booking remains in place unless cancelled under its applicable conditions.
Opening hours, religious services, official restrictions, traffic and weather may affect the order of visits. A guide may adjust the sequence for practical reasons. A material change to the agreed service requires an appropriate remedy and, where required, your agreement. No statement on this page guarantees entry, queue-free access or access to closed sites. Where necessary, an appropriately qualified replacement guide or suitable replacement vehicle may be proposed; material differences are discussed with you.
6. Meeting, safety and participation
Arrive at the confirmed meeting point on time. Delays may reduce the time available; extensions require agreement and may carry a disclosed charge. Carry documents required for the service and follow reasonable safety instructions, local rules and site dress requirements. Tell us promptly if you are delayed. Non-attendance is treated under the no-show conditions, subject to mandatory rights and the circumstances.
Guests are responsible for their belongings and for damage they unlawfully cause, subject to applicable law. We remain responsible for duties that cannot lawfully be excluded. Travel insurance is recommended; it does not replace our obligations.
7. Provider cancellation, exceptional events and refunds
If we cannot provide the confirmed service, we will notify you promptly and explain the available alternative, rescheduling or refund options. You do not have to accept a materially different service in place of a remedy provided by law. Exceptional circumstances are assessed individually; describing an event as force majeure does not automatically entitle us to retain payment for unprovided services.
Refunds due are made within applicable legal deadlines through an appropriate payment method. Bank processing times do not remove our obligation to initiate a refund on time.
8. Consumer rights and special travel rules
A statutory cooling-off right may be excluded for qualifying leisure services to be provided on a specified date or period. This is separate from contractual cancellation. The exception does not apply automatically to every service. Where a statutory withdrawal right or package-tour protection applies, those mandatory rules prevail. Our Acuerdo de venta a distancia explains remote-booking arrangements.
9. Privacy, cookies and content
Personal information is handled as explained in our Política de privacidad. Optional analytics choices are described in our Política de cookies. Booking a service does not grant consent to unrelated marketing or analytics. For content ownership, licensed materials and infringement notices, see our Copyright & Content Policy.
10. Complaints and applicable law
Contact us promptly with your booking reference and the issue so that we can assist. This does not restrict legal remedies. Turkish law applies subject to mandatory protections that apply to the booking. Consumers may apply to competent Consumer Arbitration Committees or consumer courts under the relevant jurisdiction and monetary rules; these terms do not impose exclusive Istanbul jurisdiction where mandatory law provides otherwise.
The accepted booking documents and agreed written amendments govern the particular booking, subject to mandatory law. Later website edits do not automatically alter an existing agreement.