Delivery, Cancellation and Refunds
We sell a transport service rather than a physical product, so "delivery" means performing your journey at the agreed time. This page sets out how that works, what happens if plans change, and how refunds are handled.
How the Service Is Delivered
There is nothing to ship. Once your booking is confirmed you receive a confirmation email with your reference number, the vehicle, the agreed price and the pick-up details. That email is issued immediately after payment.
On the day, your chauffeur performs the journey you booked. For an airport arrival, they wait inside the terminal holding a sign with your name and message you on WhatsApp to confirm where they are. For an address pick-up, they arrive at the door at the agreed time.
Waiting Time
- Airport arrivals — 60 minutes of free waiting from the moment your flight lands, so you have time to clear passport control and collect your luggage.
- Address pick-ups — 15 minutes of free waiting from the agreed time.
- Delayed flights — we track your flight number. If you land late, your driver waits for the new landing time at no extra charge, and the price does not change.
Changing a Booking
Changes to the date, time, pick-up address or vehicle are free of charge where we can accommodate them, and we will always try. Message us on WhatsApp or email info@istanbulprivatetransfers.com with your booking reference.
If a change means a different vehicle class, the price is adjusted to the fare for that vehicle and any difference is charged or refunded.
Cancelling a Booking
To cancel, message us with your booking reference. A cancellation takes effect from the moment we receive it, not from when it was sent.
| More than 24 hours before pick-up | Free. The full amount is refunded. |
|---|---|
| Between 6 and 24 hours before pick-up | 50% charged. The remaining 50% is refunded, because the vehicle and driver are already committed to your booking. |
| Less than 6 hours before pick-up | Full amount charged. The driver is already assigned and on the way. |
| No-show | 100% charged. See below. |
No-Shows
If you do not appear at the pick-up point and we cannot reach you on the number given, the booking is treated as a no-show and charged in full, because the vehicle and driver were held for you.
This is not applied when you have told us about a delay, when your flight is late or diverted, or when you cannot find the driver but have contacted us — in that case we will find you. Keep your phone reachable and message us at the first sign of a problem and there will be no charge.
If We Cannot Perform the Journey
If we cannot provide the service for any reason within our control, you are refunded in full, and where possible we arrange an alternative vehicle at no extra cost to you. We do not charge for a journey we did not perform.
How Refunds Are Paid
- Card payments — refunded to the same card used for the booking. We start the refund within three business days of agreeing it.
- Time to arrive — once we issue it, the amount is returned by your bank, which typically takes up to 14 business days depending on the bank and card scheme. That part is outside our control.
- Cash bookings — nothing has been paid, so there is nothing to refund. A cancellation charge, where one applies, is invoiced.
- Currency — refunds are made in the currency you were charged in, for the amount shown on your confirmation.
Complaints
If something goes wrong, tell us. Email info@istanbulprivatetransfers.com or message +90 544 490 42 42 with your booking reference and we will respond within three business days.
If we cannot resolve it between us, Turkish consumers may apply to the District Consumer Arbitration Committee (Tüketici Hakem Heyeti) or the Consumer Court in their area.
Contact
Istanbul Private Transfers
Tayakadın, Terminal Cd. No:1, 34283 Arnavutköy / İstanbul, Türkiye
+90 544 490 42 42
info@istanbulprivatetransfers.com