📌 Cancellation & Refund Policy – Zeyvona Travel

At Zeyvona Travel, we value transparency, fairness, and customer satisfaction. This Cancellation & Refund Policy explains the conditions under which cancellations, refunds, or rescheduling requests may be accepted. By making a booking through our website, you agree to the terms outlined below.

1. General Conditions

• All bookings are confirmed via email or WhatsApp once payment is received.
• Cancellation requests must be submitted in writing (email or WhatsApp) to be considered valid.
• Refund eligibility depends on the time remaining before the scheduled service start.
• Payments are processed securely via Stripe by Xfergo LLC, which manages online payment transactions on behalf of Zeyvona Travel.
• All times are based on local service time.

2. Hot Air Balloon Tours

• More than 24 hours before the scheduled flight: Full refund.
• Less than 24 hours before the scheduled flight: No refund.
• If a flight is canceled due to weather conditions or safety regulations by the operator or aviation authority:
• A full refund will be issued, or
• The booking may be rescheduled to an alternative date, subject to availability, at the guest’s request.

3. Transfer Services (Airport & Private Transfers)

• More than 24 hours before the scheduled transfer time: Full refund.
• Less than 24 hours before the scheduled transfer time: No refund.
• In cases of force majeure (such as flight cancellations or major delays) supported by official documentation, a full refund or rescheduling will be offered.

4. Daily Tours & Activities

(Including Red Tour, Green Tour, ATV, Horse Riding, Turkish Night, Jeep Safari, and similar activities)

• More than 24 hours before the activity start time: Full refund.
• Less than 24 hours before the activity start time: No refund.
• If an activity is canceled due to weather conditions, safety concerns, or operational reasons by Zeyvona Travel or its partners, guests will receive:
• A full refund, or
• An alternative date or equivalent activity.

5. Multi-Day Package Tours

• More than 7 days before the tour start date: Full refund.
• Between 7 days and 72 hours before the tour start date: 50% refund.
• Less than 72 hours before the tour start date: No refund.
• In documented force majeure cases (such as serious health issues or flight cancellations), special consideration may be given at the discretion of Zeyvona Travel.

6. No-Show Policy

• Failure to appear at the agreed pick-up point or meeting location without prior written notice will be considered a no-show.
• No-shows are non-refundable and not eligible for rescheduling.

7. Refund Processing

• Approved refunds will be issued using the original payment method.
• Refund processing times:
• Bank / credit card payments: 5–10 business days (depending on the bank).
• Stripe / PayPal or other payment providers: Processing times are subject to the provider’s policies.
• Transaction or payment processing fees may be non-refundable, as permitted by Stripe policies.

8. Special Notes

• Providing incorrect booking information (wrong flight time, incorrect hotel name, passenger details, etc.) is the customer’s responsibility and may result in a non-refundable booking.
• Group bookings may be subject to different cancellation conditions, which will be clearly stated in the agreement.
• Except in force majeure cases, Zeyvona Travel will always aim to offer the most reasonable and fair solution to its guests.

9. Legal & Payment Notice

• Travel services are provided by EMK Seyahat Acentası Turizm Ltd. Şti., a licensed Turkish travel agency and TÜRSAB member.
• Online payments and refunds are processed via Stripe by Xfergo LLC, which operates the website and manages payment transactions.
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