Cancellation & Refund Policy
This policy summarises the rules applied by TRUE WAYS TRAVEL AGENCY (TÜRSAB A-17771) to refunds requested through the WelcomeApp mobile application or the https://welcomeapp.org website. The full legal terms are set out in our Distance Sales Contract.
A. Cancellation by the Buyer
Tours are services with a fixed performance date. Under Article 15(g) of the Turkish Regulation on Distance Contracts they are excluded from the 14-day right of withdrawal. We do, however, allow cancellations under the following terms:
| Time of cancellation (before tour start) | Refund |
|---|---|
| More than 48 hours | 100 % of the amount paid online |
| 48 to 24 hours | 50 % of the tour price |
| Less than 24 hours / no-show | 0 % |
To cancel, send an e-mail to [email protected] with your order number. You can find the order number on the "My Orders" screen of the WelcomeApp mobile application.
B. Cancellation by the Seller
If we cancel a tour (weather, safety, force majeure, insufficient participants), you receive a full refund or you may rebook free of charge for another available date. We notify you by push notification and update the order status in the app.
C. How to request a refund
- E-mail [email protected] with subject "Refund — order #<ORDER_ID>". Include the order number (from the "My Orders" screen in the app), the e-mail registered to your account, and the reason for the refund.
- We will reply within 2 business days confirming whether the refund is accepted.
- Approved refunds are sent to the same card / payment method used at checkout, via iyzico, normally within up to 14 business days. The exact arrival time depends on your issuing bank.
D. Currency and bank charges
Refunds are issued in the same currency in which the payment was made. We do not charge any fees for processing refunds. Your bank may apply currency-conversion charges over which we have no control.
E. Contact
Questions? Write to [email protected] — we'll be happy to help.