Terms & Conditions

1. Agreement to Terms

By accessing and using Istanbulairport.biz ("we," "our," or "us") and booking our transfer services, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you may not use our services.

These terms constitute a legally binding agreement between you (the customer) and our company.

2. Service Description

We provide private airport transfer services including:

• Airport Pickup: Direct transportation from Istanbul airports to your destination
• Airport Drop-off: Transportation from your location to the airport
• City Transfers: Point-to-point transfers within Istanbul and surrounding areas
• Vehicle Options: Standard sedan, comfort minivan, VIP Mercedes vehicles

All vehicles are professionally maintained, air-conditioned, and operated by licensed drivers.

3. Booking Process

3.1 Making a Reservation

To book a transfer, you must provide:

• Valid contact information (name, email, phone number)
• Pickup location, destination, date, and time
• Flight details (for airport pickups)
• Number of passengers and luggage
• Valid payment method

3.2 Booking Confirmation

You will receive a booking confirmation via email and SMS containing:

• Booking reference number
• Transfer details (date, time, locations)
• Vehicle type and price
• Driver contact information (provided 24h before pickup)

3.3 Payment

Payment is due at the time of booking. We accept:

• Credit cards (Visa, Mastercard, American Express)
• PayPal (recommended)

All payments are processed securely through encrypted payment gateways.

4. Pricing & Fees

4.1 Fixed Pricing

All prices are fixed at the time of booking and include:

• Vehicle and driver service
• Fuel costs
• Toll fees and parking charges
• Taxes and service charges
• 60 minutes waiting time (for airport pickups)

4.2 Additional Charges

Extra fees may apply for:

• Waiting Time: €10 per 30 minutes beyond free waiting time
• Route Changes: €15-30 depending on additional distance
• Extra Stops: €10 per additional stop
• Child Seats: €5 per seat (must be requested in advance)
• Pet Transportation: €15 (must be pre-approved)

4.3 Currency

All prices are quoted in Euros (EUR). Your credit card may be charged in your local currency based on current exchange rates.

5. Cancellation & Refund Policy

5.1 Cancellation by Customer

• 24+ hours before pickup: Full refund (100%)
• 12-24 hours before pickup: 50% refund
• Less than 12 hours: No refund
• No-show: No refund

5.2 Cancellation by Company

In rare cases where we must cancel (e.g., extreme weather, vehicle breakdown), you will receive:

• Full refund to original payment method
• Alternative vehicle arrangement at no extra cost (when available)
• Assistance finding alternative transportation

5.3 Refund Processing

Approved refunds are processed within 5-7 business days to the original payment method.

6. Modifications & Changes

To modify your booking (date, time, location, vehicle type):

• Contact us at least 24 hours before pickup
• Changes are subject to availability
• Price differences may apply for upgrades
• Date changes within same week: No fee
• Date changes to different week: €10 modification fee

7. Service Standards

7.1 Driver Conduct

Our drivers are required to:

• Be professional, courteous, and punctual
• Assist with luggage loading/unloading
• Maintain clean, well-maintained vehicles
• Follow the most efficient route
• Respect passenger privacy and preferences

7.2 Customer Conduct

Customers are expected to:

• Be ready at the pickup location at scheduled time
• Provide accurate booking information
• Treat drivers and vehicles with respect
• Not smoke in vehicles
• Not consume alcohol or drugs during transfer
• Supervise children and secure luggage properly

7.3 Prohibited Items

The following are not permitted in our vehicles:

• Illegal substances or weapons
• Hazardous materials
• Excessive or dangerous luggage
• Uncontained pets (unless pre-approved)

8. Liability & Insurance

8.1 Our Liability

We maintain comprehensive insurance coverage including:

• Public liability insurance
• Vehicle insurance with passenger coverage
• Professional indemnity insurance

Our liability is limited to direct damages and does not cover indirect losses such as missed flights, lost business opportunities, or consequential damages.

8.2 Customer Responsibility

You are responsible for:

• Personal belongings and luggage
• Arriving on time for pickup
• Providing accurate flight/travel information
• Damages to vehicle caused by negligence
• Ensuring children use appropriate car seats

8.3 Lost Property

We will make reasonable efforts to return lost items. However, we are not liable for items left in vehicles. Lost property inquiries should be made within 48 hours.

9. Flight Delays & Monitoring

For airport pickups, we offer complimentary flight monitoring:

• Driver pickup time automatically adjusted for flight delays
• No extra charge for delays up to 2 hours
• If flight is delayed more than 2 hours, we will contact you
• 60 minutes free waiting time from actual landing time

It is your responsibility to inform us of any flight changes or cancellations as soon as possible.

10. Force Majeure

We are not liable for failure to provide services due to circumstances beyond our control, including:

• Natural disasters (earthquakes, floods, storms)
• Civil unrest, war, or terrorism
• Government restrictions or road closures
• Severe weather conditions
• Pandemics or health emergencies

In such cases, we will offer rebooking or full refund at customer's choice.

11. Complaints & Disputes

11.1 How to Complain

If you are unsatisfied with our service:

• Contact us within 48 hours of service completion
• Provide booking reference and details
• Email: [email protected]
• We will respond within 24-48 hours

11.2 Dispute Resolution

We aim to resolve all complaints amicably. If disputes cannot be resolved directly, they will be governed by Turkish law and Istanbul courts.

12. Privacy & Data Protection

Your personal information is handled in accordance with our Privacy Policy. By using our services, you consent to our collection and use of your data as described in our Privacy Policy.

We do not share your information with third parties except as necessary to provide services or as required by law.

13. Intellectual Property

All content on Istanbulairport.biz, including text, images, logos, and software, is our property or licensed to us. You may not:

• Copy, reproduce, or distribute our content
• Use our trademarks without permission
• Reverse engineer or modify our website
• Use our content for commercial purposes

14. Changes to Terms

We may update these Terms and Conditions periodically. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the new terms.

For significant changes, we will notify customers via email where possible.

15. Governing Law

These Terms and Conditions are governed by the laws of the Republic of Turkey. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of Istanbul courts.

16. Contact Information

For questions about these Terms and Conditions or our services, please contact us: