General Terms and Conditions for Website Use and Service Requests

Last Updated: September 12, 2026

Please read these Terms and Conditions carefully before using the website or requesting any service. Using the website or submitting a request does not, by itself, constitute acceptance of a contractual offer or conclusion of a final contract. A contract is concluded when the customer accepts the final information and conditions and the Company confirms the service, in accordance with Turkish law and mandatory consumer protection provisions.

1. Company Information

The website buraktravel.com is operated by:

The Company is referred to in these Terms as the "Company" or "Burak Group."

2. Scope and Order of Precedence

These Terms govern the use of the website and requests for travel and tourism services, including airline tickets, hotels and accommodation, transportation and reception services, visa services, insurance, travel packages and package tours, daily excursions, short-term accommodation, eSIM services, conferences, events, group travel, consultancy services, and other travel and tourism-related services.

Certain services may be subject to special conditions, a separate agreement, or the terms of the relevant service provider. Where applicable, such conditions shall be presented to the customer before the contract is concluded.

In the event of a conflict, the special condition or specific agreement shall apply to the relevant service, provided that it does not violate the mandatory provisions of Turkish law, restrict a consumer right that cannot legally be waived, or exempt the Company from liability from which it cannot legally be exempted.

If these Terms conflict with the conditions of a package tour or another specific agreement, the rules governing that package tour or agreement shall apply together with the mandatory provisions of applicable law.

3. Website Use and Submission of Requests

The website provides information about the Company's services and a means of submitting booking requests and enquiries. Submitting a request through the website, by telephone, WhatsApp, or email does not, by itself, constitute a confirmed booking or final contract unless the communication contains a final contractual offer accepted by the customer in accordance with the law.

After receiving a request, the Company verifies the information, availability, price, service provider's conditions, payment method, and amendment, cancellation, and refund conditions.

Before concluding the contract or collecting payment, the Company informs the customer of the essential characteristics of the service, the Company's identity, the total price, known or determinable taxes and additional charges, and the applicable performance, amendment, cancellation, and refund conditions, according to the nature of the service and applicable law.

The Company is not responsible for unavailability or price changes occurring before the contract is concluded, provided that it has not issued a binding final price or collected payment and has clearly informed the customer that the quoted price and availability are provisional.

If the Company has issued a final offer valid for a specified period or collected payment from the customer, the price or conditions may not be changed to the customer's detriment except where permitted by law or with the customer's express consent.

4. Conclusion of the Contract and Booking Confirmation

A booking or service contract becomes effective when the customer accepts the final information and conditions and the applicable confirmation method is completed.

Depending on the service, confirmation may occur through issuance of a ticket, booking number, or voucher; an express written confirmation sent by email, WhatsApp, or another storable electronic method; execution of a separate agreement; or receipt of payment where payment is the agreed confirmation method.

Preliminary quotations, non-final communications, and provisional reservations are not binding unless the Company expressly states that they constitute a final offer or confirmed booking.

Before the contract is concluded, the Company provides the customer with the legally required information concerning the service, total price, fees, and cancellation and refund conditions. The Company also provides confirmation of the contract on a durable medium where required by law.

If the service cannot be provided after payment has been received but before the contract has been concluded or the booking confirmed, the Company shall notify the customer without delay and refund the amount paid without deduction, unless the customer agrees to an alternative service or there is a clear legal basis for a specific deduction.

5. Credit Bookings

The Company may confirm certain bookings before receiving payment for customers to whom it grants credit facilities, including individuals, travel agencies, companies, institutions, embassies, consulates, organizations, and governmental or non-governmental bodies.

The booking confirmation, invoice, or written agreement shall specify the booking amount, payment deadline, and payment conditions. Confirmation of the booking shall not be interpreted as a waiver of the Company's right to demand payment by the agreed due date.

Granting credit facilities in a previous transaction does not oblige the Company to grant them in future transactions. The Company may require full or partial payment before confirming any new booking, provided that the customer is informed before the contract is concluded.

6. Prices, Availability, and Payment

Prices depend on actual availability and the prices applied by service providers when the contract is concluded or the booking is confirmed.

Before that time, prices may change because of availability, exchange-rate movements, taxes, airport charges, service provider fees, or expiry of the offer, provided that the customer is clearly informed of the change.

Before concluding the contract or collecting payment, the Company informs the customer of the total price, the applicable currency, and all known or determinable taxes and additional fees.

No additional fee may be imposed if it was not disclosed before the contract was concluded, unless expressly permitted by law or the customer requests an additional service after conclusion of the contract and agrees to its cost.

When payment is made in a different currency, the Company shall explain the payment amount, applicable exchange rate, or calculation method before processing the transaction. The Company is not responsible for exchange-rate changes occurring after payment unless the law or contract provides otherwise.

Package tours are subject to the price-adjustment rules contained in the applicable contract and Turkish law. The price of a package tour may not be changed after conclusion of the contract except in the circumstances, within the limits, and according to the procedures permitted by law.

Payment may be made by bank transfer to the Company's official bank account, through POS terminals, through a payment link issued by an authorized bank or payment provider, or through another payment method approved by the Company.

The Company does not request the customer's full card number, CVV code, or PIN by telephone, WhatsApp, or email. The customer enters card details directly into the bank's or payment provider's interface in accordance with the provider's procedures.

The customer is responsible for using a payment method that the customer owns or is legally authorized to use. The Company may request reasonable information to verify a payment or prevent fraud but shall not request a PIN or security information that is unnecessary for this purpose.

7. Cancellation, Amendment, and No-Show

Cancellation and amendment requests are subject to the service provider's conditions and the selected fare or rate, together with any processing fees clearly disclosed before conclusion of the contract.

Processing fees may not cancel or restrict any mandatory consumer right to cancellation, refund, or compensation.

Where applicable, cancellation and amendment processing fees are as follows:

• Airline tickets: a cancellation processing fee of up to USD 100 and an amendment processing fee of up to USD 50 per passenger for each separate booking.
• Hotel bookings: a cancellation processing fee of up to USD 100 and an amendment processing fee of up to USD 50 for each separate hotel booking.
• Transportation and daily excursions: a cancellation processing fee of up to USD 50 and an amendment processing fee of up to USD 25 for each separate booking.
• Package tours: according to the specific package tour contract and the mandatory provisions of Turkish law.
• eSIM and digital services: according to the special conditions presented to the customer before purchase or activation and subject to applicable law.

Where applicable, the service provider's penalties, fare differences, and other charges shall be added to the processing fees, provided that such charges or their method of calculation are disclosed before conclusion of the contract or before the requested amendment or cancellation is processed, as appropriate.

Fees shall be calculated in US dollars or their equivalent in the agreed transaction currency. Their amount or calculation method must be clearly stated, and processing fees may not exceed the maximum amounts stated above unless a package tour contract or applicable law provides for a different arrangement that does not prejudice consumer rights.

Processing fees shall not be duplicated merely because a booking includes several destinations or travel segments. They may be charged for each separate booking or ticket only where the bookings or tickets are genuinely separate and the customer was informed before the contract was concluded.

No processing fee shall be charged where the request results from an error by the Company, where the law requires cancellation, amendment, or a full refund without fees, or where imposing the fee would restrict a mandatory consumer right.

A no-show means failure to use the service at the scheduled time without cancelling in advance according to the permitted procedure and deadline.

In the event of a no-show, the service provider's conditions and penalties and any processing fees disclosed before conclusion of the contract shall apply, subject to the customer's statutory rights.

The customer shall not be considered a no-show where the failure to use the service results from a material breach by the Company or service provider or from a circumstance giving the customer a statutory right to cancellation or refund.

The customer may lose the entire booking value, or subsequent services linked to the same booking may be cancelled, where the service provider's lawful conditions clearly provide for this and were disclosed before conclusion of the contract.

8. Cancellation, Refunds, and Repayment

Cancellations and refunds are subject to the conditions of the service provider, the selected fare or rate, disclosed processing fees, and the mandatory provisions of Turkish law.

The refundable amount shall be calculated after deducting lawful penalties and charges imposed by the service provider, disclosed processing fees, and the value of services already performed, subject to the customer's rights in cases of non-performance, defective performance, or cancellation for which the law requires a refund.

A booking may only be described as non-cancellable or non-refundable if the customer was clearly informed before the contract was concluded. Such a description does not exclude mandatory rights provided by law.

Cancellation and amendment requests must be submitted through a method that allows the request, its date, and its contents to be retained and proven.

The Company shall confirm receipt and process the request without unjustified delay. The Company's failure or delay in responding may not be treated as the customer's acceptance of a deduction or waiver of a statutory right.

When a refund is approved, it shall be returned to the person or entity that made the payment using the same payment method whenever possible.

If this is impossible for technical or legal reasons, the Company and customer shall agree on a secure alternative method without imposing fees that were not previously disclosed.

Refunds shall be processed within the time limits prescribed by law, the contract, or the service provider's applicable conditions.

The Company may not unreasonably delay a refund on the ground that it is awaiting payment from the service provider where the Company is legally required to refund the amount or has already received it.

Where the Company acts as an intermediary and the law or nature of the service makes the refund dependent on receipt of funds from the service provider, the Company shall exercise due care in following up the refund and shall inform the customer of its status periodically where necessary.

This shall not result in the indefinite suspension of the customer's rights or exempt the Company from any responsibility or deadline imposed by law.

An amount due to the customer shall not be replaced with a voucher unless the customer provides express and provable consent, except where otherwise permitted by law.

9. Specific Services

Airline Tickets

Airline tickets are subject to the airline's conditions, booking class, and selected fare rules, including amendment, cancellation, refund, baggage, no-show, name-change, seat, meal, and ancillary-service conditions.

Before ticket issuance, the customer must review the passenger's name, itinerary, date, time, airport, baggage allowance, and all booking details.

After issuance, correcting the name or changing the flight may be impossible or may result in penalties, fare differences, and amendment fees under the airline's conditions and applicable law.

The passenger is responsible for arriving at the airport on time, carrying valid travel documents, and checking visa, entry, transit, and health requirements, unless the Company has expressly undertaken to provide a specific service concerning these matters.

If the airline amends or cancels the flight or changes its time, number, aircraft type, or airport, the Company shall notify the customer when it becomes aware of the change and, within the agreed service scope, assist the customer in understanding the available options.

The customer's rights shall be determined under applicable law, the conditions of carriage, and the reason for the change, without prejudice to any mandatory right to refund, compensation, or rerouting.

Hotels and Accommodation

Hotel bookings are subject to the hotel's conditions and the selected rate, including check-in and check-out times, cancellation and amendment conditions, non-refundable bookings, local taxes and charges, child and extra-bed policies, and deposits or guarantees required by the hotel.

Before confirming a booking, the customer must review the hotel's name and location, the accommodation dates, room type, number of guests, meal plan, and cancellation conditions.

Hotel information, images, and specifications are presented based on information supplied by the hotel or booking provider. Limited differences may occur because of updates or availability.

This does not exempt the Company from responsibility for the accuracy of information it provides or from its legal or contractual obligations.

The hotel is responsible for services performed directly by it, without prejudice to the customer's rights against the Company, hotel, or booking provider according to the nature of the contract and applicable legal obligations.

Visa Services

The Company's role is limited to assistance, consultancy, preparing or reviewing the application, entering information, arranging an appointment, submitting documents, or following up the application, according to the agreed service.

The decision to issue or refuse a visa, request additional documents, conduct an interview, or extend the processing period belongs to the competent authority.

The Company does not guarantee issuance of a visa or the time required for its issuance. It remains responsible for performing the agreed service with due care and for any error or failure attributable to it.

The applicant is responsible for the accuracy, completeness, and authenticity of the information and documents provided and for disclosing previous refusals and any information relevant to the application.

Whether the visa service fee is refundable shall be determined according to the information given to the customer before the service begins and subject to applicable law.

Where the Company begins performing the service at the customer's request, it may charge an amount proportionate to the work actually performed. It may not retain payment for a service not performed or where non-performance results from an error by the Company.

Fees charged by an embassy, consulate, visa application center, or another third party are subject to the receiving authority's policy. Before payment, the customer must be informed whether such fees are refundable, subject to statutory rights.

Package Tours

Where a service constitutes a package tour under Turkish law, it shall be governed by the Turkish Consumer Protection Law, the applicable Package Tour Contracts Regulation, and the specific package tour agreement.

Before the contract is concluded, the Company shall inform the customer of the essential details, including the destination, transportation, accommodation, meals, itinerary, total price, taxes, fees, cancellation and amendment conditions, and insurance.

The Company shall provide the contract or booking confirmation on paper or through an electronic method that permits the information to be retained and reproduced unchanged.

If the package tour is cancelled before departure or materially changed for reasons not attributable to the customer, the customer shall have the rights provided by law, including accepting an alternative or terminating the contract and obtaining a refund or other legal remedies.

The package price or essential elements may only be changed in the circumstances and according to the procedures and limits permitted by the contract and law.

Cancellation by the customer is governed by the rules disclosed in the specific agreement and by applicable law without prejudice to mandatory rights.

Transportation, Excursions, and Digital Services

The customer must provide the Company with the correct flight time, pick-up details, address, and contact number and promptly notify the Company of any changes.

The service may be affected by traffic, weather, flight delays, security procedures, or circumstances outside the Company's reasonable control. This does not exempt the Company from taking reasonable measures or from responsibility for matters within its control.

Additional fees may apply where the waiting period is extended or a new vehicle must be dispatched because of delay or changed information, provided that the customer is informed in advance of the fee or calculation method and consent is obtained where legally required.

Excursions, insurance, eSIM, short-term accommodation, and other services are subject to the special conditions disclosed before conclusion of the contract.

The ability to cancel or obtain a refund for digital services may be affected after delivery or activation, provided that the customer was informed in advance, any legally required consent was obtained, and the customer's rights in cases of defect, non-conformity, or Company error remain unaffected.

10. Customer Responsibilities and the Right of Withdrawal

The customer shall provide accurate, complete, and current information, review booking details, ensure that the passenger's name matches the travel document, possess a valid passport, and obtain any required visas and entry or transit authorizations unless the Company has agreed to provide the relevant service.

The customer must also comply with health, security, customs, and carrier requirements, review booking confirmations, promptly notify the Company of errors, and make payments when due.

A person requesting a service on behalf of others represents that they are authorized to do so and have informed the relevant persons of the service details and applicable conditions. This does not waive any statutory rights held by those persons.

Submitting a request through the website does not itself create a final contract.

Where a contract is concluded remotely, the Company shall provide the legally required pre-contract information regarding the service, Company identity and contact details, total price, additional fees, performance, cancellation and refund conditions, and complaint procedures. The Company shall also provide confirmation of the contract on a durable medium as required by law.

The general fourteen-day right of withdrawal may not apply to certain services, including hotel accommodation, vehicle rental, or leisure services provided on a specified date or during a specified period; passenger transport services; certain services that begin with the customer's express consent before expiry of the withdrawal period; and digital services whose performance begins after the legally required information and consent requirements have been satisfied.

The application of the right of withdrawal shall be determined according to the nature of the contract and applicable law and may not be excluded by a general clause.

Where the contract is a package tour, the specific statutory cancellation and termination rights for package tours shall apply instead of a general statement concerning the right of withdrawal.

The absence of a general right of withdrawal does not exclude specific cancellation conditions or the customer's rights in cases of non-performance or defective performance.

11. Service Provider Changes and Force Majeure

A service provider may change or cancel a flight, accommodation, transportation service, or applicable conditions.

When the Company becomes aware of a material change, it shall inform the customer through the available contact methods without unjustified delay and provide reasonable assistance in understanding the available options.

Rights relating to replacement, amendment, or refund shall be determined according to the nature of the service, reason for the change, service provider's conditions, and applicable law.

Force majeure or extraordinary circumstances may include disasters, dangerous weather, war, civil unrest, epidemics, governmental decisions, border or airport closures, strikes, widespread system failures, and other events that could not reasonably have been anticipated or prevented.

The consequences of such circumstances shall be determined under applicable law and the conditions governing the service and provider.

The term "force majeure" may not be used to exempt the Company from responsibility for its own error or to restrict a mandatory consumer right. The Company shall make reasonable efforts to inform the customer and present the available options.

12. Responsibility of the Company and Service Providers

Burak Group operates as a travel agency. It may provide certain services directly or act as an intermediary for services performed by airlines, hotels, transportation providers, insurance companies, visa authorities, and other providers.

Before the contract is concluded, the customer shall be informed, to the extent relevant to the parties' rights and obligations, whether the Company acts as an organizer, service provider, or intermediary.

Each service provider is responsible for matters under its management and control, such as operating flights, managing hotels, performing transportation services, and deciding visa applications. This does not eliminate the Company's legal or contractual responsibilities.

The Company is not responsible for a delay, amendment, cancellation, or failure attributable exclusively to the service provider or to circumstances outside the Company's reasonable control, provided that the Company has not breached any duty relating to information, selection, booking, follow-up, or another obligation imposed by law or contract.

The Company remains responsible for its own errors, the actions of its employees, execution of bookings according to the information approved by the customer, and all legal obligations applicable to it.

These Terms do not exempt the Company from liability for fraud, gross negligence, or breach of legal or contractual obligations and do not restrict mandatory consumer rights relating to defects, non-conformity, compensation, refunds, or any other right that cannot lawfully be waived in advance.

13. Information, Personal Data, and Intellectual Property

The Company endeavors to keep the information published on the website up to date. Prices, schedules, and travel and visa requirements may nevertheless change. Where appropriate, the Company shall indicate the date, source, or provisional nature of the information.

Information published on the website is general and preliminary unless expressly described as a final and confirmed offer.

This description may not be used to change the terms of a final offer or concluded contract or to disclaim information on which the customer reasonably relied.

The customer must verify the final price, availability, and requirements before payment or booking confirmation. The Company remains responsible for providing accurate mandatory information before conclusion of the contract.

The Company processes personal data in accordance with Turkish Personal Data Protection Law No. 6698 (KVKK) and applicable regulations and decisions, as explained in the Personal Data Processing Information Notice published on the website.

Depending on the circumstances, the Information Notice describes the identity of the data controller, categories of processed data, purposes and legal basis of processing, collection methods, recipients or recipient categories, retention periods or the criteria used to determine them, and the data subject's rights and methods for exercising them.

Personal data shall not be used for marketing or commercial electronic communications unless the applicable consent requirements or another appropriate legal basis have been satisfied. A simple and free method of unsubscribing shall be provided where required by law.

Personal data shall not be transferred outside Türkiye or to other parties except in accordance with the legal basis and procedures required by KVKK and other applicable legislation.

The Company shall take reasonable technical and administrative measures to protect personal data and shall not retain it longer than necessary or longer than required by law.

Data subjects may exercise their rights under Article 11 of KVKK through the channels specified in the Information Notice.

Rights in the Company's logo, design, text, images, graphics, videos, and promotional materials belong to the Company or the relevant licensors.

Such materials may not be copied, published, modified, or used commercially without written permission, except for limited personal use, quotation, or other use expressly permitted by law.

14. Complaints and Contact

Requests and complaints may be submitted through the Company's official telephone numbers or by visiting its registered address:

The Company shall review complaints and respond within a reasonable period and shall provide the customer with necessary information concerning the status of a request, refund, or communication with the service provider.

Submitting a complaint to the Company does not prevent the customer from applying to the competent Consumer Arbitration Committee, court, or administrative authority within the applicable time limits and jurisdictional thresholds.

15. Applicable Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Türkiye, including applicable consumer protection rules and other mandatory provisions.

In consumer disputes, Consumer Arbitration Committees, Consumer Courts, and other competent authorities shall have jurisdiction according to the financial, territorial, procedural, and other rules applicable when the claim is submitted.

These Terms do not prevent a customer from applying to any administrative or judicial authority permitted by law and do not impose territorial jurisdiction or a dispute-resolution method that deprives the customer of mandatory rights.

Disputes involving travel agencies, companies, institutions, or other commercial customers shall be submitted to the competent authority under applicable law and any valid written jurisdiction agreement, provided that the agreement does not conflict with mandatory jurisdiction rules.

16. Severability and Amendment of the Terms

If any provision is invalid or unenforceable, this shall not affect the remaining provisions. The affected provision shall apply to the extent permitted by law while preserving its lawful purpose as far as possible, without replacing it with an interpretation that unlawfully disadvantages the consumer or expands the consumer's obligations.

The Company may amend these Terms following changes to its services, procedures, or legal requirements.

The updated version and update date shall be published on the website and shall apply to requests and contracts concluded after publication.

Amendments shall not apply retroactively to confirmed bookings or contracts and may not change the customer's rights or obligations under an existing contract to the customer's detriment, unless the customer expressly agrees or the law permits it.

Any material amendment to an existing package tour or other contracted service remains subject to the specific rules applicable to that service.

Each booking is governed by the conditions disclosed to and accepted by the customer when the contract was concluded, the service provider's conditions made available before contracting, and the mandatory provisions of applicable law.