Advance payment is not required unless the package includes plane tickets or the cost of the services bought exceeds 600 Euro. Prices are subject to change without notice. All applicable taxes at the time of booking are included in the price of the tours. Package tour prices are per person, based on double occupancy. Single room supplements and triple room reductions are listed where applicable. Not all accommodation types are available on all tours. For group reservations customers are requested to contact Fez Travel Agency for prices, terms and conditions.
Payment can be made on the day of the tour in cash or by credit card (Visa, Master). Advance payment can be made by wire transfer to our bank account or by credit card (Visa, Master).
Cancellation requests must be received at least 24 hours before the scheduled departure in writing (letter, fax or email). Any cancellation requests received after this date are subject to full or partial payment.
2.1 Cancellations of package tours including plane tickets have to be made at least 1 month before the scheduled departure and are liable to penalties charged by airline companies. Cancellations made later are charged 50% of the tour price. Cancellations made later than 1 week before the tour starts are charged 100% of the tour price.
2.2 Cancellations of tours including hotel reservations have to be made at least 1 week before the scheduled departure. Cancellations made later are charged 50% of the total price of the package. Cancellations made later than 3 days before the tour starts are charged 100% of the tour price.
2.3 Cancellations of hotel reservations have to be made at least 7 days before scheduled departure. Cancellations made later are charged 100% of the first night.
2.4 Cancellations of daily tours and balloon flights have to be made at least 24 hours before the scheduled departure. Cancellations made later are charged 100% of the tour price.
2.5 Cancellations of tailor-made group tours have to be made at least 1 months before the tour starts. Cancellations made later are charged 50% of the total cost. Cancellations made later than 2 weeks before the tour starts are charged 100%.
In order to claim the right to a refund or change the booking, the cancellation must be done according to the rules described in Cancellations. No refunds are authorized for any trip that has already commenced.
4 Pickup and drop-off
4.1 Cappadocia tour prices include pickup from and drop-off to a hotel in Göreme, Uçhisar, Ürgüp, Avanos, Nevşehir, Çavuşin or Ortahisar unless specified otherwise. Ephesus and Pamukkale tour prices include pickup from and dropoff to a hotel in Kuşadası or Selçuk. Istanbul tour prices include pickup by Walk with Guide (using public tronsprtation) from and drop-off to a hotel in Sultanahmet.
4.2 Pickup from and drop-off to other locations is available at extra charge. Customers are required to be in the reception of their hotel at the appointed time, if they fail to be there they are still charged the cost of the tour and are not entitled to any refund. Customers are generally picked up within 15 minutes of the appointed time.
5 Health / Fitness
All customers are advised to have comprehensive holiday and travel insurance coverage including out of country medical coverage. It is also recommended to be fit and in good health to take part in these tours. Some tours involve a significant amount of walking and some scrambling over rough terrain on archaeological sites. It is the responsibility of the individual customers to decide whether they are medically fit and able to undertake these tours. It is responsibility of the individual customer to inform us about food that they might have alergy.
6 Hotel accommodation
All rooms on package tours are standard double or twin-bedded (two single beds) rooms with private facilities, unless the customer has specifically requested and paid for an upgraded room category. Special requests such as bed types, smoking preference and connecting rooms are subject to availability. Room selection in all cases, unless otherwise reserved, is strictly at the discretion of the hotel’s management on a run-of-house basis. Triple rooms generally consist of a double bed and a single bed. The number of persons accommodated does not dictate the room size. All hotel rates are based on agreements Fez Travel Agency has with its suppliers and are not negotiable. Hotel check-in time is generally not before 2:00 p.m. and check-out time is prior to noon. We reserve the right to make substitutions with hotels of equal standard. There will be no refunds for any difference in the cost of the accommodation.
Transfers are provided as indicated for each tour by car, minivan or coach. Your arrival transfer is guaranteed for up to one hour from the scheduled arrival time in order to compensate for minor delays. Fez Travel or the transfer company are not responsible for flight delays, for any reason, beyond one hour from the originally scheduled arrival time. In case of a delay, whether due to a flight delay or time spent reporting baggage damage or loss, it is the responsibility of the customer to make other transfer arrangements such as a taxi. Transfer costs are not refundable and any additional expenses are the responsibility of the customer.
8 Travellers Requiring Special Assistance
Any disability requiring special attention should be reported to Fez Travel Company at the time the reservation is made. Fez Travel Agency will make reasonable attempts to accommodate the special needs of such travellers, but will not be responsible for any denial of services by carriers, hotels, and other independent suppliers. We regret that we cannot provide individual assistance to a customer for walking, dining, or other personal needs. Travellers who need such assistance must be accompanied by a qualified companion.
9 Visas & Passports
The customer is responsible for obtaining and paying for all visas and entry documents, for meeting all health and other requirements, and for any documents required by the laws, regulations, orders, and/or requirements of the Turkish Customs. The customer has to consult with appropriate consulates to determine if any visas are needed and is responsible for obtaining all visas and entry documents independently. Fez Travel Agency is not responsible for providing the customer with specific visa and passport information or documentation and cannot accept liability for any customer refused entry onto any transport or into Turkey due to failure of the customer to carry the necessary documents. All passengers traveling to Turkey are required to have a passport valid for at least for 6 months after leaving Turkey and a valid visa.
Fez Travel is not liable for any loss, damage, injury, delay, or irregularity arising from negligence by any third party or the negligence of its customers. Fez Travel Agency cannot be held responsible for a failure of sub-contracted services.
10.1 If some parts of the tour programme cannot be fulfilled due to unforseen circumstances not controlled by Fez Travel Agency, customers are only liable to a partial refund if 25% or more of the programme was not provided. The amount of the refund depends on the percentage of the itinerary not provided.
Any complaints have to be reported immediately to the guide or Fez Travel Agency personnel who will do everything possible to resolve the matter. If the problem cannot be solved on the spot, a written complaint must be filed as soon as possible, but not later than within 24 hours after the end of the trip. Written complaints must be sent to Fez Travel Agency or e-mailed to firstname.lastname@example.org Evidence of the breach of contract and documents that prove extra costs and possible damages must be enclosed with the message. Complaints made later than 24 hours after the problem occurred or after the tour finished cannot be accepted and are considered expired.