Cancellations, Changes & Refunds

What you pay to cancel depends on how many days are left between your written cancellation and the first service in your booking. A 25% administrative fee is retained on any cancellation, whenever it arrives.

Cancel more than 90 days out and the administrative fee is all you pay.

Any cost that is already non-refundable remains non-refundable and is added to the fee. This can include a discounted rate, a fixed hotel rate, a flight or an activity ticket. A booking with several services in it counts as one booking, however many people are travelling on it.

The clause in full is in the Terms and Conditions.

It covers the work already done and the money already committed by the time you cancel. Reserving a tour involves work and advance payments, as well as saving the dates. Hotel rooms are held, domestic flight seats are bought, guides and vehicles are blocked out for your dates, and part of that is paid before you arrive in Turkey.

The 25% is retained on any cancellation, so it applies even when you cancel very early and none of the percentages in the table have started yet. Cancel more than 90 days out and it is the only thing you pay.

It is not charged twice. Where a percentage from the table applies, that percentage is the fee, and the administrative charge is the minimum fee. It is not an extra amount added to the percentage in the table.

Cancellations have to be in writing. Email info@toliratours.com or use the contact form, and include your booking reference, the lead passenger name and the tour dates.

The date that counts is the day your written request reaches us during office hours, not the day you decided. If your request arrives outside office hours, we use the next working day as the cancellation date. This may put the request in a different fee band.

We reply in writing with the fee that applies and the amount coming back to you. We do not process the cancellation until you have received that written information.

We send refunds back using the same method you used to pay. A card deposit returns to the same card, and a bank transfer returns to the account it was sent from. We cannot redirect a refund to a different card or a different account, because the bank will not accept it.

We confirm the amount in writing before anything moves, so you see the figure first.

After we send the refund, your bank controls how long it takes to appear. Card refunds usually appear within a few working days, though some banks only show them on the next statement.

Ask us as early as you can and we will try. There is no fixed change fee, but a date change is not automatic either. It depends on whether the hotels, flights and guides are free on the new dates.

Where a supplier charges us to move something, that cost is passed on and nothing else is added. Domestic flight tickets are the usual one, because airlines charge to reissue a name onto a new date, and some hotel rates cannot be moved at all.

If the new dates fall in a more expensive season, the difference in price applies.

Send the request in writing to info@toliratours.com with your booking reference and the dates you want. Sending the request earlier usually gives us more chance to make changes without extra costs.

No. Discounted and promotional tours are sold on the condition that they cannot be cancelled. Cancelling one means a 100% charge and no refund, at any point before departure, however early you tell us.

The lower price comes with this non-refundable condition. We pay for hotels and flights at rates that cannot be refunded. We pass that saving to you, but those rates do not allow the same flexibility as a standard booking.

If your dates are not certain yet, book the standard version of the tour instead. The cancellation table applies to it, and the difference in price is what that flexibility costs.

Travel insurance is a condition of every booking with us, and it is the thing that covers you when a real problem forces a cancellation.

If we cancel a tour for a reason of our own, you choose: the same tour on new dates, or your money back in full. No cancellation fee applies, because the cancellation is not yours.

Weather is a different case, because it usually stops one part of a trip rather than the whole thing. Balloon flights are the common example. The pilots and the civil aviation authority decide each morning, and a grounded flight is refunded or moved to the next morning if your itinerary still has one. The rest of the tour runs as planned.

Snow and storms can close a mountain road or a site for a day. If that happens, the guide changes the order of the programme to keep as many visits as possible. We tell you about the change on the day, before you reach the affected site.

You can check the balloon situation for any morning on the Cappadocia balloon flight status page.

Tell us as soon as you know. The booking counts as one unit. Removing a traveller can change how the costs are shared by the people who are still travelling.

The passenger who cancels pays the fee from the table for the day we receive the request. The rest of the party keeps travelling, but the price per person can rise. A room booked as a double becomes a single, and a private vehicle costs the same whether four people or three are sitting in it.

Where shared services are involved, the whole booking sometimes has to be cancelled and rebooked instead of simply removing that passenger. If that applies to you, we say so before anything is charged and we show both figures so you can choose.

We re-price the remaining booking in writing and wait for you to accept it.

Yes. Travel insurance is a condition of booking with us. We do not sell it, so buy it from an insurer at home, and buy it when you book rather than the week before you fly.

The reason sits in the cancellation table. Our fees are based on money we have already committed, so when illness or a family emergency stops you travelling, the policy is what gets that money back. A policy bought after the problem has appeared will not cover it.

Check that yours covers cancellation and curtailment (ending a trip early), medical treatment and repatriation (returning you home), and any activity you plan to do. Hot air ballooning is excluded by some policies unless you add it, so read that line before you pay for the flight.

Tell your guide first, on the day. Most things that go wrong on a tour can be fixed while you are still there, and it is harder to provide a useful solution after everyone has gone home.

If it is not resolved on the spot, write to info@toliratours.com with your booking reference, the date, what happened, and any photos you have. Send it as soon as you can after the tour.

We look into it with the guide, the hotel or the supplier involved, and reply in writing with what we found and what we will do about it. We review the details ourselves before sending you the reply.