Cancellation & Refund Policy

As Tolerance Seyahat Turizm ve Organizasyon Anonim Şirketi (“lufer.com.tr”), we transparently explain our cancellation and refund rules below. Our policy is an integral part of our Distance Sales Agreement.

1. Customer-Initiated Cancellation

• Cancellation 24 hours or more before the tour time: 100% of the amount paid is refunded via Iyzico.
• Cancellation less than 24 hours before the tour time: No refund will be issued. The service shall be deemed performed.
• No-show or late arrival: No refund will be issued. The boat departs at the scheduled time.

This rule is an additional assurance provided by lufer.com.tr specifically for entertainment/leisure services performed on a fixed date and time, for which there is no right of withdrawal pursuant to Article 15/g of the Distance Contracts Regulation.

2. Lufer Tour-Initiated Cancellation (Operational)

In cancellations made by lufer.com.tr due to adverse weather, maritime safety, coast guard decision, mechanical failure, failure to meet the minimum number of participants, or similar operational reasons, the Buyer will be offered two options:

• 100% refund of the same amount; or
• An alternative date valid for the same tour within 1 year.

The choice belongs to the Buyer; it will be notified by e-mail or SMS.

3. Pier or Time Change

In case of operational necessity, lufer.com.tr reserves the right to change the departure pier and/or time; the change will be notified at least 6 hours in advance by e-mail/SMS. The Buyer who does not accept the new schedule is entitled to a 100% refund.

4. Refund Process

• Refund requests are created from the “My Reservations → Refund Request” screen on the website and processed after admin approval.
• Approved refunds are made via PCI-DSS certified Iyzico to the card used for the payment.
• Depending on the processing time of banks, the amount is reflected in the card account within 2-7 business days.
• Approval/rejection information is notified by e-mail.

5. Date Change

Date change requests made 24 hours or more before the tour time are free of charge (subject to availability). Requests made within 24 hours are considered under cancellation and no refund right arises.

6. Violation of Code of Conduct

If excessive alcohol/drug influence, noise, physical assault, or damage to the environment is detected on board, the captain has the right to remove the Buyer from the tour during the tour; in this case, no refund will be made.

7. Contact

For cancellation/refund: bilgi@lufer.com.tr | +908504206464