Terms & Conditions

• Booking / Reservation Terms
By submitting and confirming an online reservation, the customer enters into a legally binding contractual relationship with Sermar Transfer Transportation Tourism Trade Construction Import Export Limited Company (Sermar Transfer Tasimacilik Turizm Ticaret Insaat Ithalat Ihracat Limited Sirketi). The customer expressly agrees to be bound by the terms and conditions set out herein. This agreement, together with any disputes, claims, or obligations arising from it, shall be governed exclusively by the laws of the Republic of Turkiye. Both parties irrevocably agree that the courts of Turkiye shall have exclusive jurisdiction over any legal proceedings.

• Data Protection
The Company undertakes to implement appropriate technical and organizational security measures to protect all personal data provided by the customer and accompanying passengers. In accordance with Turkish law, the Company is legally obliged to submit transfer-related reservation information (including but not limited to pick-up and drop-off points, dates, times, passenger names, passenger numbers, vehicle identification, and driver details) in advance to the Turkish Ministry of Transport and Turkish traffic authorities via official electronic systems. Personal contact information of customers shall not be disclosed to any third parties, except where legally required for regulatory or governmental compliance purposes.

• Confirmation of Booking
Upon completion of the reservation, the customer shall receive a confirmation email containing full booking details and a WhatsApp message including a booking reference number. The customer bears full responsibility for verifying the accuracy of all provided information, including flight numbers, dates, times, and accommodation details. The Company does not verify the accuracy of flight information submitted by the customer. Operational dispatch is based strictly on the data supplied at the time of booking unless formally amended by the customer. The customer must ensure that valid contact details are provided to allow communication in the event of discrepancies or reconfirmation requirements.

• Last-Minute Bookings
Any reservation made within six (6) hours of the scheduled arrival or transfer pick-up time shall be classified as a last-minute booking. In such cases, the customer is required to contact the Company by telephone to reconfirm the service. Bookings made outside office hours for early morning transfers may not be processed until office reopening; therefore, direct customer notification is mandatory. While operational staff may attempt to reconfirm such bookings, the ultimate responsibility remains with the customer to ensure confirmation.

• Cancellation
Cancellations may be communicated via email, telephone, SMS, or WhatsApp. No cancellation fee shall be charged; however, customers are expected to provide reasonable advance notice to prevent operational disruption. Repeated late cancellations or repeated failure to attend scheduled transfers may result in refusal of future service and redirection to alternative providers.

• Amendments
Amendments to reservations, including changes to date, time, or accommodation, shall be processed without charge. Additional charges shall only apply where amendments involve a change in vehicle category, destination, or transfer distance, as pricing is calculated based on vehicle size and route length.

• Payment
The Company does not process online payments and does not provide card payment facilities. Payment is collected in cash by the driver upon arrival at the destination, and an official receipt shall be issued. For return transfers, full payment for both journeys is collected upon arrival at the first destination. This policy ensures service security, operational commitment, guaranteed vehicle allocation, and confirmed departure scheduling.

• Accepted Currencies
Payments may be made in British Pounds (GBP), Euros (EUR), United States Dollars (USD), or Turkish Liras (TRY). Only Bank of England issued GBP notes are accepted. Notes issued in Scotland, Northern Ireland, Isle of Man, Channel Islands, or Gibraltar are not accepted due to non-recognition by Turkish financial institutions.

• Additional Requests
All additional service requests are subject to availability and are not contractually guaranteed. Requests are reviewed operationally prior to transfer execution. Requests that may affect service delivery, including but not limited to mobility equipment, oversized luggage, address instructions, or additional passengers, must be communicated in advance to allow sufficient preparation.

• No-Show Policy
Failure to attend the scheduled transfer time constitutes a no-show.
For arrival transfers, if the customer does not present themselves and cannot be contacted within a reasonable period after flight arrival, the service shall be deemed a no-show and any associated return transfer shall be automatically cancelled.
For departure transfers, no refunds shall be issued where the customer travels by alternative transport or where incorrect booking information results in an empty transfer operation. The Company shall be deemed to have fulfilled its contractual obligation in such circumstances.

• Flight Delays
Inbound flights are monitored using the flight number provided by the customer. No additional charges apply for arrival delays. The accuracy of the flight number remains the customer’s responsibility. Outbound flights are not monitored by the Company. Any changes to departure schedules must be communicated promptly by the customer. Where vehicles have already been dispatched, refunds for cancellations caused by delays or unconfirmed flight changes shall not apply. Receipts may be issued for insurance claim purposes.

• Vehicle Type
The Company shall make reasonable efforts to provide the booked vehicle type. Where substitution is operationally necessary, a vehicle of equal or higher capacity shall be provided. Substitutions may occur due to breakdowns, operational emergencies, customer amendments, or unforeseen logistical circumstances.

• Child / Baby Seats
Universal child seats may be provided free of charge subject to availability. Only the first reserved seat is guaranteed. Additional seats are subject to operational availability. Rear-facing infant seats (Group 0) are not provided. Customers may supply their own. Configuration and suitability remain the responsibility of the customer.

• Luggage
Each passenger is permitted one standard suitcase and one cabin bag. Oversized items may require additional vehicle allocation at the customer’s expense. Customers are responsible for luggage inspection, supervision of loading, and ensuring removal of all belongings upon transfer completion. Lost property shall be stored securely and returned subject to delivery arrangements and applicable costs. Domestic pets are permitted only in secure carriers.

• CCTV / Vehicle Tracking Systems
The vehicle fleet is equipped with GPS tracking, dash cameras, and internal CCTV systems for operational management and safety purposes. These systems do not record audio.

• Refreshments
Cold drinking water is provided in all vehicles. Additional refreshments may be offered at driver discretion. Alcoholic beverages are not provided. Customers may bring and consume their own beverages.

• Soiling / Damage
Customers causing significant soiling or damage to vehicles shall be liable for cleaning, repair, and operational downtime costs. Smoking is strictly prohibited. Drivers may stop at appropriate facilities when necessary.

• Abuse Toward Staff
Verbal or physical abuse toward Company staff shall result in immediate termination of service. Passengers may be discharged at the nearest safe location. The Company shall bear no obligation to provide alternative transport. Return transfers shall be automatically cancelled in cases of abuse-related termination.

• Late Pick-Up
Scheduled pick-up times may vary by ±15 minutes. Customers must be ready prior to the scheduled time and available for the permitted waiting window. In case of delay, customers must contact the Company. Where delays are attributable to the Company, alternative arrangements shall be made without additional cost.