CANCELLATION AND REFUND CONDITIONS
Effective Date: 13.12.2025
As DUTACS GmbH ("Company"), we are based on transparency and customer satisfaction in the cancellation and refund processes of the services purchased through our website (dutacs.org.tr) and our Corporate Travel Dashboard.
Our company operates as a "Travel Agency" in accordance with the law numbered 1618 and has the status of an intermediary institution in services such as flight tickets, hotel accommodation and transfers. Therefore, cancellation and refund procedures are carried out in accordance with the conditions stated below and the rules of the actual service providers (Airline, Hotel, etc.).
1. General Rules
1.1. Service Fee: Consultancy, ticketing and reservation fees (Service Fee) provided by DUTACS are deemed to be earned upon performance of the service (issuance of the ticket or making the reservation). In case of cancellation, this service fee is non-refundable unless otherwise stated . 1.2. Method of Request: Cancellation and change requests must be made in writing by selecting the relevant reservation record on the Dashboard or by sending an e-mail to sales@dutacs.de. 1.3. Force Majeure: In case of force majeure such as natural disasters, epidemics, state of war or travel bans of official authorities, refund processes are managed according to the "Force Majeure Policy" of the relevant airline or hotel.
2. Flight Ticket Cancellation and Refund Policy
Cancellation, refund and change rules for flight tickets are completely subject to the ticket class rules of the relevant airline company.
- Promotional Tickets: Generally, tickets in the "Promotion" or "Economy-Eco" class do not have the right of cancellation and refund in accordance with airline rules . Only tax refund can be made.
- Flexible (Flex) Tickets: After deducting the deduction (penalty) amounts determined by the airline, the remaining amount is refunded.
- Changes: In ticket change transactions, the "Change Penalty" requested by the airline and the "Class Difference" fee, if any, are charged to the customer.
- No-Show (No-Show): Tickets that are not cancelled and boarded before the flight time will forfeit the right to refund.
3. Hotel Reservation Cancellation Policy
- Cancellable (Refundable) Reservations: For cancellations made up to the cancellation deadline set by the hotel (usually 24-72 hours before check-in), the amount paid will be refunded without deduction.
- Non-Refundable Reservations: Reservations offered at a special discounted rate and marked "Non-Refundable" are non-refundable.
- Early Check-out: In case of departure from the hotel before the scheduled date, the refund of the remaining days is at the discretion of the hotel and is usually non-refundable.
4. Package Tour Cancellation and Refund Rules
In accordance with the Regulation on Package Tour Contracts;
- before 30 Days: For cancellations made up to 30 days before the start of the trip, the full amount paid, excluding visa costs and compulsory insurance costs, will be refunded.
- less than 30 Days Before:
- 30-21 Days before: 30% of the total amount is deducted.
- 21-7 Days to Departure: 60% of the total amount is deducted.
- less than 7 Days: Total amount is non-refundable (100% deduction).
- Transfer Right: If the consumer is unable to participate in the tour, he/she can transfer his/her right to someone else until 7 days before the start of the tour (if visa status is appropriate). The transferee is responsible for the balance and transfer costs.
5. Visa Counselling Services
The result of the visa application (Positive/Negative) is entirely at the discretion of the relevant consulate.
- If the visa application is rejected or the visa period is deemed insufficient for the trip, the Consular Fee and DUTACS Visa Consultancy Fee paid are non-refundable.
- In case of cancellation due to visa refusal, the flight and hotel cancellation rules (Articles 2 and 3) apply.
6. Refund Procedures and Process
- Payment Method: Refunds are made by the same method as the payment instrument used at the time of purchase (Credit Card, Money Order, etc.).
- Timing: DUTACS forwards the refund to the bank within 3-7 working days after authorisation. Depending on the bank's procedures, it may take 7-14 days for the banks to reflect the refund on your card.
- Instalment Transactions: The refund of payments made in instalments by credit card may be reflected to your card by the bank in instalments (plus/minus balance).
7. Contact and Support
You can contact our Support Team for any questions regarding your cancellation and refund requests.
E-mail: accounting@dutacs.de Telephone: +49 6107 98996 30