Distance sales agreement and pre-information form

This page contains the pre-information form and the distance sales agreement for transfers booked on ist11.com. Before you pay, you confirm in the booking form that you have read and accept it. The Turkish version is the binding one; translations are for information.

1. Seller

Company

IST11 TRAVEL TURİZM SAĞLIK TİCARET LİMİTED ŞİRKETİ

Address

Dumlupınar Mah. Malatya Cad. No: 41/B, Ümraniye / İstanbul

Tax office

Ümraniye

Tax ID (VKN)

4661918071

Phone

+90 530 925 01 64

Email

info@ist11.com

2. Customer

The person who makes the booking, with the name, phone number and email address given in the booking form.

3. Subject of the agreement

A private transfer (passenger transport by car or minibus with a driver) between the pickup and drop-off addresses you choose, on the date and at the time you choose, in the vehicle class you choose. The details of your booking (route, date and time, vehicle, number of passengers and suitcases, extras, price and payment method) are shown before you confirm, in your confirmation email and on your booking page. They form part of this agreement.

4. Price and payment

• The price is a fixed price per vehicle, not per person, in the currency shown, taxes included. Meet & greet is included. Extras you add (for example child seats) are shown separately in the total.
• You can pay online by card when booking, or in cash or by card to the driver, depending on the methods offered.
• Card payments are processed by iyzico (iyzi Ödeme ve Elektronik Para Hizmetleri A.Ş.). Your card details go directly to iyzico; we never see or store them.
• Your bank may charge its own fees for payments in a foreign currency.

5. Performance of the service

• You are picked up at the pickup address at the booked time. At the airport our welcome team meets you at a fixed meeting point in arrivals and takes you to your driver. We follow your flight and adjust the pickup if it is delayed; waiting at the airport is free for up to 90 minutes.
• Please give correct details (flight number, addresses, phone number, passengers and luggage). If they are wrong or incomplete and the transfer cannot be done as booked, we may not be able to provide it.
• We confirm your booking by email. If we cannot provide the transfer for reasons on our side, we tell you as soon as possible and refund any amount you paid in full.

6. Cancellation and right of withdrawal

Transfers are passenger transport services booked for a specific date and time, so the statutory 14-day right of withdrawal for distance contracts does not apply to them. Instead, our refund and cancellation policy applies:

• Free cancellation up to 24 hours before the pickup time; amounts paid are refunded in full.
• Cancellations less than 24 hours before pickup, and no-shows, are not refunded.
• To cancel or change a booking, use the link in your confirmation email or contact us.

7. Refunds

Approved refunds are paid back to the original payment method within 7 business days. When the money appears in your account depends on your bank.

8. Complaints and disputes

Send complaints to the contact details above; we answer within 7 days. Customers in Turkey can also apply to the Consumer Arbitration Committee (Tüketici Hakem Heyeti) or the Consumer Court (Tüketici Mahkemesi) of their place of residence or of the place where the service was bought, within the monetary limits set each year by the Ministry of Trade.

9. Acceptance

The agreement is concluded electronically when you tick the box in the booking form and confirm the booking. We keep a record of your booking; this page and your booking page remain available to you at any time.