Refund and Cancellation Policy

Zem Tur's reservation cancellation and refund conditions are set out below. Please read this policy carefully before making a reservation.

1. Cancellation by the Participant

If the Participant decides not to join the tour, the following conditions apply:

• 31 days or more before departure: 90% of the amount paid is refunded; 10% is retained as an administrative fee.
• 30 to 15 days before departure: 50% of the amount paid is refunded.
• 14 to 7 days before departure: 25% of the amount paid is refunded.
• Less than 7 days before departure: No refund is made; however, the Participant may be transferred to another tour free of charge (subject to availability).

2. Cancellation by the Agency

The Agency reserves the right to cancel the tour if the minimum number of participants is not reached, or due to force majeure (natural disasters, epidemics, security concerns, etc.) or operational difficulties. In this case, the Participant will:

• receive a full refund of the amount paid within 10 business days, or
• be offered a transfer to another tour on the same terms.

3. Visa Refusal on International Tours

Where a Participant whose visa application has been refused requests a refund, the remaining amount is refunded after deduction of the advance payments made by the Agency (hotel reservations, flight tickets, etc.). The Participant is responsible for the accuracy of the information provided during the visa application process.

4. Medical Grounds

For medical grounds supported by a valid report issued by an official healthcare institution, a refund or tour transfer is provided after deduction of the operational costs incurred, provided that notice is given more than 48 hours before departure.

5. Refund Process

Approved refunds are made within 10 business days via the method used for the original payment. The processing time of the bank or card issuer is not included in this period.

6. Right of Withdrawal

Under the Turkish Regulation on Distance Contracts (Mesafeli Sözleşmeler Yönetmeliği), package tour services are among the exceptions to the right of withdrawal. Therefore, the cancellation and refund conditions above apply.

7. Contact

You may submit cancellation or refund requests in writing to bilgi@zemtur.com or by calling +90 (501) 056 06 16.

This English version is provided for information; in case of any discrepancy, the Turkish version prevails.

Last updated: October 26, 2026