Passenger Transport Agreement

1. Parties

This Passenger Transport and Service Agreement (the Agreement) is made between İST AND TRAVEL TURİZM LİMİTED ŞİRKETİ (hereinafter Airport Transfer Istanbul), operating at Merkez Mah. Hasat Sk. Kamara No: 52, İç Kapı No: 1, Ofis No: 240, Şişli / İstanbul, and the passengers who book through www.airport-transfer.istanbul or on whose behalf a booking is made (hereinafter the Passenger).

Unless otherwise stated in this Agreement, Airport Transfer Istanbul and the Passenger are referred to individually as a Party and collectively as the Parties.

2. Subject

Under this Agreement, and within the framework of the conditions below, the Parties agree on the provision — by the designated vehicles — of the transfer service the Passenger has purchased in the airport-to-address or address-to-airport direction for pre- and post-flight airport transfers within Türkiye, and on the collection of the service fee by Airport Transfer Istanbul.

3. Service & Payment Details

3.1. The Agreement fee is stated, including VAT, in the service details.

3.2. I accept that all fees for the transfer service I have purchased or will purchase under this Agreement will be collected by Airport Transfer Istanbul using the credit card I enter on the İyzico screen, and I authorise Airport Transfer Istanbul to charge the card.

3.3. Pursuant to the Turkish Tax Procedure Law, the invoice for the purchased service is issued within 7 days including the purchase date, provided the month is not skipped.

Payment method: Debit card or credit card.

4. General Provisions

4.1. The Passenger must comply with all legislation, in particular the Highway Traffic Law, and with all rules including wearing a seatbelt and observing the in-vehicle safety rules.

4.2. When the Passenger purchases the transfer service by credit or debit card, they are deemed to have accepted the written terms of the relevant agreement even if they have not signed it.

4.3. To use the transfer service, the Passenger must book at least 2 hours before the transfer time. On religious and national holidays, New Year's Day and other public holidays, the booking must be made at least 24 hours before the transfer time. A booking may be cancelled up to at least 24 hours before the transfer time; in that case the service fee is refunded. No refund is given for cancellations made outside these periods.

4.4. For all journeys, the Passenger has no right to change the route. Requests to stop at a different location along the set route, or to wait there, are not accepted. In the VIP transfer service, each additional point requested outside the route(s) stated in the agreement is charged separately.

4.5. Airport Transfer Istanbul, at its sole discretion, must assign a vehicle suitable for the number of passengers and luggage volume the Passenger specified at the time of purchase. Airport Transfer Istanbul undertakes that the vehicles assigned have full personal-accident and seat insurance, that their periodic maintenance has been carried out, and that the mandatory items such as spare tyre, first-aid kit, fire extinguisher and warning triangle are present. Airport Transfer Istanbul shall not be liable if the Passenger suffers bodily or material harm, or the carried goods are damaged, due to a traffic accident or any other cause during the transfer. The customer irrevocably accepts and declares in advance that, in such a case, Airport Transfer Istanbul has no liability under Article 66 of the Turkish Code of Obligations or other provisions.

4.6. Other than the passenger and luggage information the Passenger declared at the purchase stage and which Airport Transfer Istanbul accepted, passengers or luggage exceeding the limits accepted by Airport Transfer Istanbul cannot be taken into the vehicle. No refund is given if the Passenger withdraws from the service for this reason.

4.7. Where required, the Passenger must prove to the vehicle staff, with an official ID document and the booking document, that they are the customer who purchased the service. A Passenger who fails to do so will not be transferred. However, if Airport Transfer Istanbul is satisfied that the cardholder named in the booking consents to the Passenger receiving the service, it may allow the Passenger to use it.

4.8. Airport Transfer Istanbul is not responsible for the loss of, or damage to, items left in the vehicle during the transfer. The Passenger must contact the Airport Transfer Istanbul call centre urgently on the day they realise they left an item in the vehicle. If the item is found, the Passenger must collect it from the notified address; on request, the item may be sent to the address they specify for a fee.

4.9. Sacks, chests, parcels and similar items are not accepted as luggage in Airport Transfer Istanbul vehicles. Each Passenger is entitled to carry at most 1 hand bag and 1 suitcase (the hand bag must not exceed 8 kg and the suitcase 32 kg). The Passenger accepts, undertakes and declares that their luggage contains no flammable, combustible, explosive, narcotic, radioactive or other substances whose carriage is prohibited by law. If the driver notices such substances, the luggage is not taken into the vehicle and the Passenger cannot claim any right or receivable; the matter is reported immediately to the competent authorities. If such substances are detected by law-enforcement during the transfer, any resulting loss is borne by the Passenger immediately, in cash and in full.

4.10. Pet transport in our vehicles is carried out in a secure cage that does not disturb other passengers, with prior notice given during booking. Only cats, dogs and small songbirds are carried. The cage dimensions must not exceed 23×40×55 cm.

4.11.1. Booking or preliminary information about the Passenger's service is shared by email and/or SMS. The accuracy of the phone and email details provided is the Passenger's responsibility; Airport Transfer Istanbul cannot be held liable if the details are incorrect and the notifications do not reach the Passenger.

4.11.2. For shared transfers, the estimated pickup time is shared by email and/or SMS 12 hours before the transfer. In the VIP service, the service is provided according to the pickup and drop-off times the Passenger sets.

4.12. For transfers from a specific point to the airport, Airport Transfer Istanbul undertakes that the assigned vehicle will be at the agreed point at the transfer time. The Passenger is notified by email and SMS before the transfer date and time. Other than extraordinary situations, force majeure, flood, hail, rain, traffic and similar causes, a delay of up to 20 minutes is considered reasonable. Airport Transfer Istanbul is not responsible where this period is exceeded because security staff at points such as gated communities prevent the vehicle's entry; if 20 minutes is exceeded in this way and the Passenger does not wait, no refund is given. The Passenger must be ready with their luggage at the agreed point at the transfer time. If the Passenger is not ready, the vehicle must wait 5 minutes; if the Passenger does not arrive by the end of this period, the vehicle has no further obligation to wait. Time notifications from Airport Transfer Istanbul operations, call centre and drivers are binding on the Parties.

4.13. For delays or waits exceeding 2 hours for any reason, Airport Transfer Istanbul's obligation to keep a vehicle waiting at the airport ends. For shared transfers, the service is performed according to a suitable time and vehicle availability. In the VIP service, a suitable vehicle is assigned and the service performed.

4.14. Agreements made with partner companies and campaign conditions apply. Airport Transfer Istanbul is obliged to ensure that vehicles reach the place of service at the committed time. If, due to a problem attributable to Airport Transfer Istanbul, the vehicle cannot attend the confirmed job, the service is provided with a second vehicle at no extra charge. If the second vehicle also cannot arrive in time, all alternative transport costs required for the Passenger to reach the airport are borne by Airport Transfer Istanbul. Where the Passenger has to use another means of transport (e.g. commercial taxi, public transport), the service is provided again free of charge at a time of the Passenger's choosing, or the amount paid is refunded to the card in full against documentation. If the Passenger misses their flight due to a defective service, Airport Transfer Istanbul covers only the loss arising from the airport transfer; this loss may not in any case exceed TRY 400 (four hundred).

4.15. At the transfer point, the driver is not obliged to leave the vehicle and accompany the Passenger to the vehicle or to their home.

4.16. The transfer of children under the age of 18 is not carried out without an accompanying adult or the permission of their family.

4.17. For shared transfers, if a wheelchair transfer is also requested, this must be stated at the time of booking. Otherwise, the Passenger is responsible for any delay or for being unable to board, and Airport Transfer Istanbul has no responsibility. Physically disabled Passengers who can meet their personal needs may travel alone without a companion; Passengers who cannot may be transferred with a companion, for whom a booking must also be made and the fee paid.

4.18. For online purchases with a credit card not issued by a Turkish bank, your bank may apply an additional transaction fee; please contact your bank for details.

4.19. Sick Passengers who have no contagious disease and no medical obstacle to travel are accepted for transfer with a doctor's report stating 'fit to travel', issued at most 20 days before the transfer.

4.20. For operational reasons at the airports, your vehicle will pick you up within a minimum of 10 and a maximum of 20 minutes. For departures from an address, there is a 15-minute delay allowance.

4.21. Wearing a seatbelt in the vehicle is mandatory. Our company reserves the right, through the driver, to warn a Passenger who does not comply and to end the journey. Passengers who do not wear a seatbelt accept in advance all material and moral accident liability they may incur during the journey and any damage they cause to the vehicle's interior.

4.22. Camera recordings are made inside the vehicle. The recordings are kept only in the vehicle and on the main server; they are not shared with any third party or at the passenger's request. The retention period is 9 full days. Passengers accept in advance that recording takes place inside the vehicle.

5. Cancellation & Refund Terms

5.1. If the periods stated in this Agreement have passed and/or the conditions are not met, the right of cancellation cannot be exercised and Airport Transfer Istanbul does not make a refund.

5.2. If you made your booking through the website, mobile app or call centre, you can make changes and cancellations via any of the online sales channels or the call centre using your REF (reference) code and identity details. Airport Transfer Istanbul may unilaterally cancel the booking and/or transfer for reasons such as unforeseen circumstances, force majeure, natural disaster, hail, flood and traffic accident. Where there is no fault attributable to it, it does not make a refund.

5.3. Passengers who, despite having a booking, request cancellation less than 24 hours before a shared or VIP transfer, or after the transfer time, are treated as no-show, and no refund is given.

5.4. For promotional products, no cancellation, change or refund is made for any reason. Obligations such as material loss and commission charged to Airport Transfer Istanbul by the State, the bank or banks arising from the refund of card payments are deducted from the amount to be refunded to the Passenger.

5.5. For bookings purchased in instalments, cancellations are refunded to the paying card again in instalments. If the booking is cancelled by Airport Transfer Istanbul for any reason, the Passenger is notified as soon as possible.

5.6. If the booking is cancelled and/or the service is not received because the Passenger fails to comply with the obligations in this Agreement and/or due to any fault or negligence of the Passenger, Airport Transfer Istanbul has no responsibility; all its legal rights, including collection of the service fee, are reserved.

5.7. Airport Transfer Istanbul has the right to hold transaction amounts until the date the customer approves the Payment Transaction, particularly in the following Suspicious Transactions and where it is notified. If the suspicious situation is documented and confirmed, the payments will not be finally processed:

– if there is suspicion that the Payment Transaction does not comply with legal provisions,

– if there is suspicion that the Payment Transaction was made without the knowledge of the holder of the credit card used,

– if there is suspicion that the Payment Transaction was made without the knowledge of the owner of the bank account used,

– if there is suspicion that the Payment Transaction is not a genuine transaction (excluding tests).

5.8. Refunds of transactions accepted by the bank after a cancellation/refund request are reflected, after the end-of-day data of the transaction day is received, in approximately 2-3 days if the card belongs to a Turkish bank and in approximately 3-7 days depending on the country for a foreign card. If the sale and refund are made on the same day, since banks do not accept automatic refunds, the refund is made the next day (excluding weekends and public holidays). As refunds cannot be made to debit cards, the refund is made by bank transfer/EFT after obtaining the Passenger's account details, which may also affect the refund time.

5.9. Obligations such as material loss and commission to be charged to Airport Transfer Istanbul by the State, the bank or banks arising from the refund of card payments are deducted from the amount to be refunded to the Passenger.

5.10. Rules to be observed on journeys with Airport Transfer Istanbul: no alcohol or narcotics in the vehicle; avoiding actions that distract the driver; not speaking loudly; respecting other passengers' rights and not disturbing anyone; not eating in the vehicle; avoiding actions that endanger the safety of the journey; and complying with the obligation to wear a seatbelt.

5.11. The Passenger may not transfer or assign this Agreement and/or any rights and receivables arising or to arise from it to any third party.

5.12. This Agreement is governed by Turkish Law. In any dispute arising from the interpretation and application of the Agreement, the Istanbul Courts and Enforcement Offices have jurisdiction.