Use, Booking and Sales Conditions

Last updated: 30 June 2026

By visiting this website, making a booking or completing a payment, you are deemed to have accepted the following Terms and Conditions. Please read these terms carefully before making a booking or payment.

This website is operated by Düzkan Otelcilik Turizm ve Tic. Ltd. Şti. under the brand name Cielo Tours.

Company Name: Düzkan Otelcilik Turizm ve Tic. Ltd. Şti.
Brand Name: Cielo Tours
TÜRSAB License No: 17485
Address: Orta Mahalle 8. Sokak, No: 3/4 Avanos, Nevşehir, Türkiye
Email: [email protected]
Phone: +90 541 802 93 88

In these Terms and Conditions, the expressions “Cielo Tours”, “we”, “us”, “our” or “our agency” refer to Düzkan Otelcilik Turizm ve Tic. Ltd. Şti. / Cielo Tours. The expressions “customer”, “guest”, “participant” or “you” refer to the person who makes a booking, completes a payment or purchases a service through this website.

1. Scope of Services

Cielo Tours is a travel agency providing travel services within Türkiye and/or from Türkiye. Bookings and payments may be made through our website for the following services:

• Private daily tours

• Package tours

• Cultural tours

• Airport transfers

• Accommodation arrangement services

• Hot air balloon flights, yacht tours, activities and experience bookings

• Guiding, private vehicle and driver services

• Tailor-made travel programs

Service details are specified separately on each product or program page. The content of each service may vary depending on the date, number of participants, language, vehicle type, hotel category, guiding service, meals, museum entrances and other inclusions or exclusions.

2. Booking Conditions

Bookings made through our website are processed provided that the customer submits accurate and complete information.

The customer is responsible for providing the following information correctly during the booking process:

• Full name

• Email address

• Phone number

• Number of participants

• Service date

• Hotel or pick-up point

• Flight details, if applicable

• Passport or identity information, where required

• Special requests, allergies, health or mobility-related information

If the service is interrupted, delayed, cancelled or additional costs arise due to missing or incorrect information, the customer shall be responsible.

A booking becomes confirmed once payment has been completed or once written confirmation has been provided by Cielo Tours. For some services, only a deposit may be collected; the remaining payment conditions will be stated separately during the booking process.

3. Prices and Currency

Unless otherwise stated, prices shown on the website are displayed per person or per service.

Prices may be shown in Turkish Lira, Euro, US Dollar or another currency. The final amount applicable to the payment is the amount displayed on the payment page.

For prices stated in foreign currency, exchange rate differences, commissions, foreign transaction fees or bank charges applied by the payment provider, bank or card issuer are the responsibility of the customer.

Cielo Tours reserves the right to update prices before the booking is confirmed due to exchange rate fluctuations, tax changes, supplier price updates, fuel costs, museum/site entrance fees or changes in prices charged by third-party service providers.

For bookings that have been paid and confirmed in writing, the price is considered fixed unless the service content changes.

4. Payment Conditions

Payments may be made through our website by credit card, debit card, bank transfer, payment link or other payment methods offered by Cielo Tours.

Payment transactions are processed through secure payment systems. Your card information is processed directly by the payment institution or bank system; Cielo Tours does not store your card details.

The following payment models may apply to certain bookings:

• Full payment

• Advance payment / deposit

• Remaining payment before the service date

• Remaining payment upon arrival or on the service day

The payment plan will be stated in writing in the booking confirmation. If the remaining payment is not made on time, Cielo Tours reserves the right to suspend or cancel the booking.

5. Booking Confirmation

After payment is completed, a booking confirmation will be sent to the customer via email, WhatsApp or another written communication channel.

The booking confirmation includes the service date, time, meeting point, number of participants, included/excluded services and any special notes.

The customer is responsible for checking the booking confirmation. If any incorrect or missing information is noticed, the customer must notify Cielo Tours in writing as soon as possible.

6. Cancellation, Changes and Refund Conditions

Cancellation and refund conditions may vary depending on the type of service purchased. If a specific cancellation policy is stated on the product page or in the booking confirmation, that specific policy shall prevail.

6.1. Daily Tours and Transfers

Refunds may be possible for cancellations made within a certain period before the service date. However, no refund may be made in case of last-minute cancellations, late arrival, no-show or incorrect information provided by the customer.

As a general practice:

• Cancellations made 72 hours or more before the service may be eligible for a full or partial refund.

• Cancellations made between 24 and 72 hours before the service may be subject to deductions based on supplier and operational costs.

• Cancellations made less than 24 hours before the service may not be refundable.

These periods may vary depending on the product.

6.2. Package Tours

Cancellation, change and refund procedures for package tours are evaluated according to the applicable legislation and the package tour conditions communicated at the time of booking.

Hotels, vehicles, guides, domestic flights, museum entrances, special activities or third-party services may have been pre-booked as part of the package tour. Therefore, in case of cancellation, non-refundable supplier costs, tickets, accommodation fees, operational expenses or service-specific deductions may apply.

The customer’s right to withdraw from the package tour contract, request changes or claim a refund is reserved within the framework of applicable consumer legislation and package tour contract provisions.

6.3. Hot Air Balloon Flights, Yacht Tours and Special Activities

Cancellation and refund conditions for hot air balloon flights, yacht tours, special events, private guiding, private vehicles, flight tickets, train tickets or similar third-party services are subject to the rules of the relevant supplier.

Hot air balloon flights depend on weather conditions and official flight permissions. If the flight is cancelled by the authorized authority or operator, an alternative date may be offered where possible. If the alternative date is not suitable, a refund will be made according to the relevant supplier’s policy.

No refund may be made if the customer voluntarily does not participate in the flight or activity, arrives late or provides incorrect information.

6.4. Accommodation Services

Cancellation and refund conditions for accommodation services are determined according to the hotel’s own policy. Non-refundable, early booking, promotional or special-period accommodation reservations may not be refundable.

6.5. Museum and Site Entrance Fees

If museum, archaeological site, event, show or special entrance tickets have been purchased in advance, they are subject to the refund policy of the relevant institution or supplier. Some tickets may be non-refundable.

7. Change Requests

The customer may request changes to the booking date, number of participants, service content or pick-up point. Change requests are subject to availability and supplier conditions.

Any price difference, additional transfer, additional guiding, hotel difference, ticket difference or operational cost arising from a change request will be charged to the customer.

Cielo Tours will make reasonable efforts to accommodate each change request; however, it does not guarantee that all change requests will be accepted.

8. Changes Made by Cielo Tours

Cielo Tours reserves the right to change the program flow due to weather conditions, road conditions, safety, official permissions, museum closures, traffic, flight changes, supplier-related disruptions or force majeure events.

In such cases, Cielo Tours will try to provide an alternative service of the same or similar quality whenever possible. The order of the program may change; however, the main service content will be preserved as much as possible.

Cielo Tours may change the route, time, order of visits or supplier in order to provide the customer with a safer, more feasible or higher-quality service.

9. Force Majeure

Natural disasters, adverse weather conditions, epidemics, war, terrorism, strikes, official restrictions, flight cancellations, road closures, state of emergency, decisions of public authorities, technical failures or similar events beyond the control of Cielo Tours shall be considered force majeure.

If the service cannot be fully or partially provided due to force majeure, Cielo Tours may offer the customer an alternative date, alternative service or refund options subject to supplier conditions.

In force majeure situations, Cielo Tours cannot be held responsible for damages, delays, additional expenses or service losses arising beyond its control.

10. Customer Responsibilities

The customer is responsible for participating in the purchased service on time, providing accurate information and carrying the documents required for the service.

The customer’s responsibilities include:

• Being ready at the meeting time

• Carrying a valid identity document or passport

• Checking visa, residence, travel permit or entry requirements

• Informing Cielo Tours in advance of any health condition, allergy, pregnancy, mobility limitation or special situation

• Following safety instructions given by the guide, driver, hotel or supplier

• Protecting personal belongings

• Respecting third parties, the environment, cultural heritage and local rules

If the customer cannot benefit from the service due to late arrival, no-show, incorrect information, failure to provide necessary documents or failure to comply with the rules, no refund may be made.

11. Passport, Visa and Travel Documents

For foreign guests, entry requirements for Türkiye, passport validity, visa, e-visa, residence or transit rules are the responsibility of the customer.

Cielo Tours may provide general information upon request; however, it is not responsible for official visa, passport or border control decisions.

If the customer cannot participate in the trip due to missing, incorrect or invalid documents, Cielo Tours cannot be held responsible and may have no refund obligation.

12. Health, Insurance and Travel Safety

The customer is responsible for assessing whether their physical condition is suitable for the relevant tour or activity before participating.

Some tours may include walking, stairs, uneven ground, hot weather, high altitude or long vehicle journeys. The customer must inform Cielo Tours before booking of any special health condition that may create a risk.

Cielo Tours recommends that all guests obtain travel health insurance and travel cancellation insurance.

Travel insurance is not included in the service price unless expressly stated otherwise.

13. Third-Party Service Providers

Some services may be provided by hotels, balloon companies, yacht operators, transfer companies, restaurants, museum operators, airlines or other third-party suppliers.

Cielo Tours may act as an intermediary or organizer in the reservation of these services. The own rules, safety procedures, cancellation and refund policies of third-party service providers may apply.

Cielo Tours carefully selects its suppliers; however, it cannot be held directly responsible for delays, cancellations, operational changes or service disruptions beyond the control of third parties.

14. Use of the Website

When using the website, users may not engage in unlawful, misleading, malicious activities or actions that endanger system security.

Users may not:

• Create fake bookings

• Use payment information belonging to someone else

• Use software, bots or automated processes that may damage the website

• Copy, reproduce or use the content for commercial purposes without permission

Cielo Tours reserves the right to cancel bookings, restrict access and exercise its legal rights in case of misuse.

15. Intellectual Property Rights

All texts, images, logos, brand names, tour programs, designs, photographs and other content on the website belong to Cielo Tours or the relevant rights holders.

Such content may not be copied, reproduced, published, modified or used for commercial purposes without written permission.

16. Protection of Personal Data

Cielo Tours processes customers’ personal data in accordance with the applicable legislation on the protection of personal data in Türkiye.

Personal data may be processed for booking, payment, invoicing, communication, customer service, operation, security and compliance with legal obligations.

The personal data processed may include:

• Full name

• Email

• Phone number

• Passport or identity information

• Flight and accommodation information

• Payment information

• Special requests

• Health, allergy or mobility-related information, if shared by the customer

Details regarding the processing of personal data are explained in the Privacy Policy and Personal Data Protection Notice available on our website.

17. Cookies

Cookies may be used on our website to improve user experience, analyze site traffic, manage booking processes and conduct marketing activities.

Necessary cookies are required for the functioning of the website. Analytical, advertising and marketing cookies may be used depending on the user’s preference or explicit consent.

Details regarding the use of cookies are explained in the Cookie Policy.

18. Limitation of Liability

Cielo Tours undertakes to provide services with professional care. However, it cannot be held responsible for direct or indirect damages arising from the following situations:

• Late arrival or no-show by the customer

• Incorrect or incomplete information

• Flight delay or cancellation

• Traffic, road works or road closures

• Weather conditions

• Decisions of official authorities

• Museum, archaeological site or supplier-related closures

• Loss of personal belongings by the customer

• Force majeure events

• Disruptions caused by third-party service providers

In all cases, the liability of Cielo Tours is limited to the service fee collected from the customer for the relevant booking, without prejudice to mandatory rights arising from applicable legislation.

19. Complaints and Requests

The customer must notify Cielo Tours as soon as possible of any problem or dissatisfaction encountered during the service. Reporting the problem during the service is important in order to provide a solution.

Complaints after the service must be submitted in writing to [email protected]. Cielo Tours will evaluate complaints within a reasonable period and respond to the customer.

20. Dispute Resolution

The laws of the Republic of Türkiye shall apply to any disputes arising from these Terms and Conditions.

For disputes arising from consumer transactions, Consumer Arbitration Committees or Consumer Courts shall be competent within the monetary limits specified in the applicable legislation.

For disputes arising from commercial transactions, Nevşehir courts and enforcement offices shall have jurisdiction.

21. Right to Amend

Cielo Tours reserves the right to update these Use, Booking and Sales Conditions at any time.

The updated terms become effective as of the date they are published on the website. The terms valid on the booking date shall apply to the relevant booking.

22. Contact

For questions regarding these terms, bookings, payments, cancellation-refund requests or your personal data, you may contact us.

Düzkan Otelcilik Turizm ve Tic. Ltd. Şti.
Cielo Tours
TÜRSAB License No: 17485
Address: Orta Mahalle 8. Sokak, No: 3/4 Avanos, Nevşehir, Türkiye
Email: [email protected]
Phone: +90 541 802 93 88