Last updated: 11 September 2026
On this page you can find out how the service you purchase from Higgs Tour is delivered to you, as well as the cancellation and refund terms.
1. Delivery of the Service
The services offered by Higgs Tour do not involve the delivery of physical products. The services sold are bus rental, minibus rental, airport transfer and hotel booking intermediary services. Therefore, “delivery” means the performance of the service as specified in the agreement.
Delivery takes place in two stages:
- 1. Booking confirmation (digital delivery): Once your payment is approved, a confirmation email with your booking details is sent to the email address you provided within 24 hours at the latest. The confirmation email includes the route, date and time, vehicle class, number of passengers, amount paid and booking number.
- 2. Actual performance of the service: Your vehicle and driver will be ready on the date and time, and at the meeting point, specified in your booking. The driver and vehicle plate details are sent to you by SMS/WhatsApp or email at least 12 hours before the trip.
If you have not received your booking confirmation email, please check your spam/junk folder and contact us on +90 554 568 91 44.
2. Meet & Greet for Airport Transfers
- Pick-up is arranged according to your landing time by tracking your flight number. If your flight is delayed, the pick-up time is updated free of charge.
- Our driver will wait at the designated meeting point holding a sign with your name on it.
- A free waiting time of 30 minutes applies to domestic flights and 60 minutes to international flights. An additional waiting fee may apply if this time is exceeded.
- If the pick-up cannot take place because the flight number was provided incorrectly or not provided, the responsibility lies with the customer.
3. Cancellation and Refund Terms
Under Article 15/1-g of the Distance Contracts Regulation, there is no statutory right of withdrawal for transportation and accommodation services performed on a specific date. Nevertheless, for customer satisfaction, Higgs Tour applies the following tiered cancellation and refund policy:
| Cancellation Time | Deduction | Refund Rate |
|---|
| 7 days (168 hours) or more before the service time | None | 100% |
| Between 48 hours – 7 days before the service time | 50% | 50% |
| Less than 48 hours before the service time | 100% | No refund |
| Not showing up at the meeting point (no-show) | 100% | No refund |
| Cancellation by Higgs Tour | None | 100% |
| Force majeure (natural disaster, road closure, etc.) | None | 100% or free rescheduling |
4. How to Submit a Cancellation Request
You must submit your cancellation request in writing through one of the channels below. The date and time your request reaches us is taken as the basis.
- Email: info@higgstour.com
- WhatsApp: +90 554 568 91 44
- Phone: +90 554 568 91 44 (written confirmation is required after notifying us by phone)
Please include your booking number, full name and travel date in your request. Your cancellation request is reviewed within 2 business days at the latest, and the outcome is sent to you in writing.
5. Refund Process and Timeline
- Approved refunds are made using the same method and to the same card used for payment. Refunds are not made to a third party’s card or account.
- The refund is initiated by Higgs Tour within 14 days at the latest from the cancellation approval.
- For refunds to a credit card, it may take 2–10 business days for the amount to appear in your account, depending on your bank. This period is at the bank’s discretion and is not Higgs Tour’s responsibility.
- For instalment payments, the refund may be reflected on your card in instalments, depending on your bank’s policy.
- For payments made by bank transfer/EFT, the refund is made to an IBAN registered in the booking holder’s own name.
- No bank/payment institution fees are deducted from the refund; the only deduction is the cancellation deduction shown in the table above.
6. Change Requests
If you would like to change your booking instead of cancelling it:
- Date/time change: Made free of charge, subject to availability, if there are more than 48 hours before the service time.
- Route change: If the new route has a different price, the difference is charged or refunded.
- Vehicle class change: Assessed subject to availability; the price difference applies.
- Change in number of passengers: Free of charge as long as the vehicle capacity is not exceeded. If capacity is exceeded, the vehicle class is upgraded and the price difference is charged.
Change requests must also be submitted in writing and become valid upon Higgs Tour’s written approval.
7. Cancellations by Higgs Tour
If the service cannot be performed due to a vehicle breakdown, a driver health issue or similar operational reasons, Higgs Tour will:
- First try to provide the service with a vehicle of an equivalent or higher class at no extra charge,
- If this is not possible, refund the full amount (100%) paid,
- Inform you of the situation by phone and email as soon as possible.
8. Right to Complain and Object
You can send your complaints and objections about our service to info@higgstour.com. Your application will be answered within 15 days at the latest.
If no resolution is reached, you retain the right to apply to the Consumer Arbitration Committee or the Consumer Court at your place of residence under Turkish Consumer Protection Law No. 6502.