Cancellation 48 Hours or More Before the Start: If you cancel an excursion 48 hours or more prior to its start time, we will refund 100% of the prepaid amount. Exceptions include entrance tickets, museum tickets, river cruise tickets, boat tour tickets, and transfers.

Cancellation Less Than 48 Hours Before the Start: If the cancellation occurs less than 48 hours before the excursion begins, the prepaid amount is non-refundable. For bookings made less than 48 hours before the event, the refund upon cancellation by the customer is 0%.

Fewer Participants Than Booked: If fewer participants will attend than indicated in the order, notify us at least 48 hours before the event start, and we will process a partial refund of the prepayment. If the notification of reduced participants is received less than 48 hours before the event, during the event, or after it, the difference in prepayment is non-refundable and will not be factored into on-site payments with the guide. Any reduction in the final payment amount is at the discretion of the guide/event organizer.

In all instances where the guide cancels the excursion, we guarantee a 100% refund of the prepaid amount.

Tickets for museums, observation decks, shows, and certain types of transfers (please confirm with our managers) cannot be canceled or rescheduled. The refund in such cases is 0% of the prepaid amount.

All museum tickets become non-refundable once processed in the museums’ ticketing systems by us. If the customer cancels an order for museum tickets after they have been issued in the museum’s system, the refund is 0%. Prior to ticket issuance, the customer may contact Daisy Travel’s support team to request a date change or cancellation. If the tickets have not been processed in the museum’s system, a 100% refund will be provided.

Cancellation More Than 48 Hours Before Departure: If you cancel boat tour tickets more than 48 hours (or 72 hours for certain operators) before departure, a 100% refund of the paid amount will be issued.

Cancellation Less Than 48 Hours Before Departure: If less than 48 hours (or 72 hours for certain operators) remain until departure, the tickets are non-refundable.

If you are unhappy with how the excursion was conducted, please complete the complaint form available here [insert link]. Provide a detailed description of the situation—we will thoroughly investigate the matter and inform you of our decision.

To cancel a private guide excursion or a bus tour, simply send a personal message to the guide via the Website, click the “Cancel Order” button in your personal account on the site, or contact Daisy Travel’s manager through the Website chat (available from 9:00 to 21:00 Istanbul time). If the guide cancels the excursion, they will also contact you through your personal account.

We will do our best to assist you if you encounter difficulties related to the excursion. If you notify us of a potential delay and less than 20 minutes remain until the event start (e.g., boat departure, bus departure, or registration deadline), we can only request the organizer to wait a few minutes. However, we cannot delay a bus, boat, plane, or hold up other group participants.

If attending the event requires pre-collecting a ticket/boarding pass, exchanging a Daisy Travel voucher for a ticket at the organizer’s box office, or otherwise notifying the guide of your arrival, and you fail to do so before the event begins without contacting customer support, Daisy Travel may be unable to resolve the issue. In such cases, no guarantees are provided for your participation, no refund will be issued, and the situation will be classified as a customer no-show.

If, after payment, you need to change the excursion date for any reason, coordinate this with the organizer via personal messages or a phone call. Written confirmation from the organizer (clearly indicating their consent in your correspondence) is required to change the date.

For museum tickets, boat tours, gallery visits, or transfers, contact Daisy Travel’s managers by phone, Website chat, or email to change the date. Date changes are only possible before tickets are issued in the organizers’ ticketing systems. Cancellation conditions still apply: if a new date cannot be agreed upon due to the guide’s or customer’s initiative, the refund terms outlined above will remain in effect.

Date changes must be requested no later than 48 hours before the event start. If a date is changed at the customer’s request and the order is later canceled by the customer, refund conditions will apply based on the originally agreed date.

All refunds are processed within 10 days from the date of receiving a refund request or information from the guide confirming the excursion’s cancellation or non-occurrence. Refunds are issued per the rules above and are automatically processed if your order status is marked as canceled (canceled orders will no longer appear in your personal account). Without cancellation of the order on the Website by the customer or organizer, refunds will not be considered or processed.

For partial refunds, the amount will be transferred to your bank account within 10 days of the customer’s request. Refunds are issued only to the account used for the original payment.

If your order was not canceled on the Website but the excursion did not occur, please contact us by completing the appropriate form [insert link]. Form submissions are reviewed within 10 days (we strive to respond sooner). Upon refund processing, you will receive a notification. The time for funds to reach your account after processing depends on your bank.

You may request a refund after purchasing a gift certificate from Daisy Travel. To do so, contact us via Website chat or email. Please note that refunds will be issued to the account used to pay for the certificate.