Legal information and responsibilities

Who you are dealing with

Cotton Castle Travel is the trading name of a travel agency licensed in Türkiye.

• Registered name: CCT Turizm ve Seyahat Acenteliği Ltd. Şti.
• Licence: Group “A” Travel Agency Operation Licence No 12396, issued by the Republic of Türkiye Ministry of Culture and Tourism
• Membership: TÜRSAB, the Association of Turkish Travel Agencies
• Head office: Altıntop Mah. 836 Sk. Şengün İş Merkezi No: 9, İç Kapı No: 45, Merkezefendi / Denizli, Türkiye
• Telephone: +90 539 521 72 72
• E-mail: info@cottoncastletravel.com

When you book with us, your contract is with this company, under this licence. If a payment instruction ever carries a different name, stop and ask us.

The law we work under

We are a Turkish company, licensed and supervised in Türkiye. Our services are governed by Turkish law.

Two bodies of law matter most to you.

Law No 1618 on Travel Agencies and the Association of Travel Agencies. This is the law that licenses us. It sorts agencies into groups, and Group “A” is the group permitted to carry out the full range of travel agency services — not merely to sell someone else’s programme. It is the group we hold. The same law requires a licensed agency to carry the compulsory insurance prescribed for package tours.

Law No 6502 on Consumer Protection, Article 51, together with the Regulation on Package Tour Contracts. These apply whenever what you have bought is a package tour — broadly, a combination of travel services sold together at an inclusive price. They govern what we must tell you before you commit, what must be written into your contract, and what you may do when things change.

Not everything we sell is a package tour. A single transfer, a single entrance ticket or a single activity is a different kind of contract, and your offer will say plainly what it covers. We do not imply package protections where they do not apply.

Your rights when you buy a package tour

Under the Regulation on Package Tour Contracts, a package tour traveller has, among others, the rights below. The specific figures — notice periods, refund proportions, deadlines — belong in your own contract rather than on a general page like this one. Ask for them before you pay, and read them.

• Information before you commit. You must be given the prescribed pre-contractual information — a brochure — before the contract is concluded. What that brochure says binds us. It is not advertising copy we are free to walk away from later.
• A written contract. The contract must be drawn up and a copy given to you, on paper or by a durable medium. Among the things it must state are the force majeure situations and each side’s position in them, and the terms for withdrawal and termination.
• Notice of material change, and a real choice. If an essential element of the contract changes before departure for reasons that are not your doing, you must be told at once. You may accept the change — or move to an equivalent or better package at no extra cost, or to a lower-value one with the difference refunded to you, or withdraw from the contract without paying any compensation at all. If you withdraw, everything you have paid is returned in full, without deduction, within the period the regulation prescribes.
• The right to transfer your booking. If you cannot travel, you may transfer the contract to a person who meets the conditions of the tour, by giving notice within the period the regulation prescribes.
• Cancellation and refund terms set out in writing. The conditions on which you may cancel, and what is returned to you, must appear in the contract itself — not be decided afterwards.
• The compulsory insurance. Package tours sold in Türkiye are covered by the compulsory insurance required under Law No 1618. It answers for services that were promised and not delivered — including where the agency itself becomes insolvent — and a loss falling within its scope may be claimed directly from the insurer. Which insurer covers your tour is shown in the documents handed to you.
• Any term that strips these rights is void. A clause — in the contract or in any separate document — by which you waive your rights under the regulation, or which limits or removes our obligations under it, has no legal effect.

What we are responsible for, and what we are not

We are responsible for performing the contract as agreed. Where it is not performed, or is performed badly, we are liable for the loss you suffer — and that remains true when the failure is the act of an independent supplier we engaged rather than our own.

We are not liable where the failure arises from your own fault, from the unforeseeable and unavoidable act of a third party outside the performance of the contract, or from force majeure. Even in those cases, if you are left in difficulty, we and our representatives on the ground are obliged to help you promptly.

Two limits deserve naming plainly, because they are the ones our guests actually meet.

The balloon. Whether a balloon flies is not our decision and never has been. It is made on the morning itself, at the launch field, by the licensed operator, on that morning’s conditions. What we can decide in advance — and do, in writing, before you pay — is what happens to you if it does not fly.

Health and treatment. Travel and logistics are a licensed Group “A” agency’s work, and they are ours. Medical decisions belong to you and your clinic. We do not advise on treatment and we do not stand behind clinical outcomes.

Personal data

We process personal data as a data controller under Law No 6698 on the Protection of Personal Data. The full notice — what we collect, why, with whom it is shared, and the rights you can exercise — is published in Turkish:

/legal/kvkk-aydinlatma/

Governing law, and the language that binds

Turkish law applies to our services and to the contracts we conclude.

This page is provided for information only. It is not a contract and does not replace one. The binding legal texts are in Turkish and are published on the Turkish-language legal pages of this site. Where this English summary and the Turkish texts differ, the Turkish texts prevail.

The full Turkish texts:

• /legal/paket-tur/ — package tour pre-contractual information
• /legal/iptal-iade/ — cancellation and refund terms
• /legal/kvkk-aydinlatma/ — personal data notice

Disputes arising from consumer contracts may be brought before the Turkish consumer arbitration committees or the consumer courts, according to the monetary thresholds in force.

Talk to us

• E-mail: info@cottoncastletravel.com
• WhatsApp and telephone: +90 539 521 72 72
• Head office: Merkezefendi / Denizli, Türkiye

If something here is unclear, ask before you book rather than after. We would far rather answer a question twice than have you discover the answer at the airport.