1. Parties
Service provider (Seller): HES Travel Tourism · Web: hestravel.com · Contact details (phone, WhatsApp, email, address) are on the Contact page of the website.
Customer: the person who makes the booking and provides their name and phone number in the booking form.
2. Subject
This agreement sets out the rights and obligations of the parties for the private transfer service (passenger transport with a chauffeur-driven vehicle) booked electronically on hestravel.com or in the mobile app, under the Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation.
3. Service and price
- The route (pickup and drop-off), date and time, vehicle class and number of passengers and bags are shown in the booking summary and sent to the Customer in the confirmation message.
- The price is per vehicle with all passengers included, in Turkish lira, taxes included and fixed: it does not change with traffic, the route taken or flight delays. Euro amounts are for information only.
- The price includes the vehicle, driver, fuel, meet & greet with a name sign and flight tracking.
- Free waiting time is 60 minutes after landing at airports and 15 minutes for pickups from an address or hotel.
- Extra stops or route changes not in the booking, waiting beyond the free time and more passengers or luggage than booked may cost extra; the Customer is told before any extra charge.
4. Payment
Payment is taken by credit or debit card with 3D Secure when booking. Card details are processed by the payment provider and are not stored by the Seller. A booking is confirmed only once payment is completed.
5. Performance
The service is provided on the date and time in the booking. Driver and vehicle details and a tracking link are sent to the Customer on WhatsApp. For airport pickups with a flight number, the driver arrives for the actual landing time. The Seller is not liable for delays or failure to perform caused by incorrect information given by the Customer (phone, address, flight number, time).
6. Right of withdrawal
Under Art. 15/1-g of the Distance Contracts Regulation, the right of withdrawal does not apply to transport services to be provided on a specific date or period. The Customer may however cancel the booking under the periods and rates in our Cancellation Policy.
7. Cancellation, changes and refunds
Cancellations made at least 24 hours before pickup are refunded in full; between 6 and 24 hours before pickup, 50% is refunded; no refund is given for cancellations less than 6 hours before pickup or for no-shows. Details are on the Cancellation Policy page. Refunds are made to the card used for payment within 14 days at the latest.
8. Seller’s liability
If the service is not provided at all for reasons attributable to the Seller, the full amount is refunded. In cases of force majeure such as natural disasters, extreme weather, road closures or decisions of public authorities, the Seller reschedules the service within a reasonable time or refunds the price.
9. Complaints and disputes
Complaints can be sent through the channels on the Contact page. Disputes are handled by the Consumer Arbitration Committees within the monetary limits announced each year by the Ministry of Trade, and by the Consumer Courts above those limits.
10. Effect
The agreement is concluded when the Customer confirms in the booking form that they have read and accept it and completes payment. The agreement and booking details are sent to the Customer by WhatsApp and/or email and kept by the Seller.