Distance Sales and Service Agreement

1. Parties and contact details

The service provider is Balance Yolcu Taşımacılığı, represented by Şükrü Kocaoğlu, operating under the Balance Holiday Service brand. In this agreement, the business is the “Provider” and the person identified in the booking or payment summary is the “Customer”.

Address: Belek, 118 sokak, 07500 Serik/Antalya, Türkiye. Telephone and WhatsApp: +90 507 869 26 63. Email: info@balanceholidayservice.com. Website: https://balanceholidayservice.com.

The booking and payment records identify the Customer, contact and billing details, and necessary passenger information. A person booking for others must be authorised to share their information and must communicate the relevant service conditions to them. This does not waive other passengers’ statutory rights.

2. Subject and scope

This agreement covers airport and other passenger transfers, luggage collection, transport and delivery, and the day trips or event transfers specified in the booking, purchased through the website or remote communication channels. The word “sales” in the title does not include physical retail sales or rentals, which are outside the current service scope.

Pre-contract information, the service description, confirmed programme, payment summary, Delivery and Service Fulfilment, and Cancellation and Refund Policy are read together with this agreement. Mandatory law and consumer rights prevail. Depending on the service, Turkish Consumer Protection Law No. 6502, Turkish Code of Obligations No. 6098 and relevant transport legislation apply.

3. Service details and booking confirmation

The booking/payment summary shows the service, date, route, passenger or bag count, pickup and destination, communicated times, inclusions and total price. Customers may check and correct details before submitting. Submitting a form alone does not prove payment or confirm a service awaiting approval.

A booking requiring approval becomes confirmed when the Provider communicates approval. Non-hotel map locations are checked before payment becomes available. The meeting point and time are communicated by phone or email. Admission tickets, meals, guiding, personal expenses and other extras are included only when expressly listed in the booking. This agreement does not promise accommodation or international travel.

4. Price, currency and payment

The total including applicable taxes and the currency to be charged are displayed before payment confirmation. Approximate amounts in other currencies do not replace the charging currency. The Customer’s bank may apply its own exchange and transaction terms. Additional services or charges require prior express agreement.

The card-payment button creates an obligation to pay the displayed amount. Card transactions take place on the enabled payment provider’s secure screen; the Provider does not retain full card numbers or security codes. Online card collection is unavailable while the payment facility is inactive. Payment status is recorded from the verified payment-provider result. A bank dispute does not automatically impose a penalty or retrospective charges on the Customer; both parties retain their dispute and statutory remedies.

5. Meeting, pickup time and performance

All times are local to Türkiye. The pickup time shown for a selected hotel may change with scheduling; the new time is communicated by email. Customers must be at the notified meeting point at the notified time. For map-location bookings, the meeting time is communicated separately by phone or email.

Traffic and waiting for other passengers in the same area may cause a delay of up to 10 minutes. Contact the service line if the wait is longer. This notice does not remove the Provider’s duty of timely performance or the Customer’s statutory rights. Flight, hotel or address changes should be reported promptly. An alternative materially changing the programme requires Customer agreement.

6. Customer responsibilities and safety

Customers provide accurate, reachable contact details, necessary passenger/flight information and a complete address. Child numbers, child-seat requirements, mobility assistance or special transport needs should be stated when booking; availability requires confirmation. Unnecessary medical documents or sensitive personal information should not be sent.

Passengers follow seat-belt and reasonable safety instructions. Necessary and proportionate measures may be taken for prohibited or dangerous items or behaviour endangering other passengers. Any price consequence is assessed against the service actually provided and the circumstances; forfeiture of the entire price is not automatic.

7. Luggage collection and delivery

Bags must be closed, suitable for transport and identifiable. The Customer supplies collection/delivery addresses, bag count and details of the authorised recipient. Customers are advised to keep cash, jewellery, travel documents, medicines and fragile valuables with them. Unlawful or dangerous contents are not accepted.

Check the number and visible condition of bags on delivery and report loss or damage promptly. This recommendation does not extinguish statutory rights. Liability is determined by applicable law and the circumstances; this agreement does not impose a general compensation cap such as half the transport price.

8. Customer cancellation and changes

For cancellation requests received before service begins, the amount collected for the unprovided service is refunded without deductions. This is the business’s cancellation policy. Changes to the date, passenger/bag count, route or participant depend on availability; any price difference requires Customer agreement.

For services already begun or completed, the part actually performed and mandatory consumer rights are considered. Lateness or failure to attend does not trigger an automatic percentage penalty; records and circumstances are reviewed and reasons explained. Missing one service does not automatically cancel separate bookings.

9. Provider cancellation and extraordinary events

If the Provider cannot perform the service, the Customer is informed. An alternative date, route or service requires Customer acceptance. If the alternative is declined, amounts collected for the unprovided service are refunded.

For natural disasters, official road closures, public-authority orders or extraordinary events preventing safe transport, the effects and available solutions are communicated. Not every traffic problem, breakdown or supplier failure automatically qualifies as force majeure. The circumstances, fault and applicable law are assessed; refunds for unprovided services and other mandatory rights are not removed. A change to a third-party show does not automatically end the Provider’s responsibility for services it separately undertook.

10. Refund requests, method and timing

Send the booking reference, service date and request to info@balanceholidayservice.com or WhatsApp +90 507 869 26 63; the same number is available by telephone. An account is not required to request cancellation or a refund. Do not send card numbers, security codes or banking passwords.

Refund processing starts no later than 14 days after receipt of a notice giving rise to a refund and is completed within the applicable legal deadline. Any mandatory immediate or shorter deadline takes priority. Refunds use a method appropriate to the original payment, the same card where possible for card payments, without an additional refund fee. Bank posting times may vary; this does not remove the Provider’s legal duties. Cancelling a booking does not itself establish that the bank refund is complete; transaction information may be requested.

11. Statutory withdrawal and service type

The Turkish Distance Contracts Regulation has limited application to passenger transport; applicable requirements concerning service characteristics, provider identity, total price and additional payments remain. Luggage/goods transport and leisure services provided on a specified date or period may fall within statutory withdrawal exceptions. An unconditional statutory 14-day withdrawal right therefore cannot be assumed for every booking.

Where statutory withdrawal applies, the Customer may generally give a clear withdrawal notice through the above channels within 14 days of concluding the contract, without reason or penalty; statutory extensions, including those for deficient information, remain available. Exceptions apply only when their legal conditions are met. The before-service cancellation option in section 8 is separate from statutory withdrawal and remains available.

12. Defective service and liability

If a service does not meet the agreed characteristics, applicable statutory rights to repeat performance, a price reduction, termination and other available remedies, including damages, remain subject to their legal conditions. Accepting an alternative does not by itself waive all rights.

This agreement does not exclude liability for the Provider’s intentional misconduct or gross negligence. Statutory obligations concerning transport safety, required authorisations and compulsory insurance continue to apply. Unless separately verified and communicated in the booking, this text does not assert any particular membership, licence or private insurance policy.

13. Personal data and communication preferences

Data necessary for booking and performance, payment, invoicing, support and legal duties are processed for the purposes and legal grounds described in the Privacy and Personal Data Notice. Pickup times, location approvals and service changes are transactional communications.

Accepting this agreement does not consent to advertising or promotional messages. Where marketing consent is required, it is obtained separately and voluntarily; refusing it does not prevent purchase. Customers may use the contact channels above to exercise personal-data rights.

14. Records, disputes and effect

The accepted text version, acceptance time and booking/payment summary are recorded. Terms accepted at payment are accessible from the payment record in My Account; a copy may also be requested by email. Later text revisions do not automatically alter previously accepted records.

Complaints may be sent to the Provider with the booking reference. Rights to apply to consumer arbitration committees, consumer courts and other competent bodies remain subject to applicable jurisdiction, monetary limits and mediation rules. No exclusive-court clause excludes the Customer’s legally available venues. Invalidity of one provision does not remove other applicable provisions or mandatory rights.

This 14-section agreement takes effect upon the Customer’s electronic acceptance and confirmation of the relevant booking as described in section 3. Text version: 2026-10-01.1.