Your contract is made with Untur Tur Tic Ltd. (‘Matrix Travel Solutions’) (company number 917 006 1489) whose registered office and principal place of business is at Burhanettin Onat Caddesi, A Akdemir Apt 79/1a, Antalya, 07100, Turkey. These booking conditions have been formulated as a result of our responsibilities under law. They do not affect your statutory rights.
1. Your Holiday Contract:
When you make a booking you undertake that you have the authority to accept and do accept these booking conditions on behalf of yourself and your party. A contract will exist upon our accepting any monies from you towards the booking or upon the issue of our Confirmation/Invoice, whichever is later. These conditions in conjunction with the information set out on our website form the entire agreement between us. Any advice/information given to you by your travel agent which is inconsistent with our brochure and these conditions, will not form part of your contract with ourselves.
2. Making a Booking:
When you or your travel agent makes a booking with us and we accept it, you must immediately pay a deposit of 100.00EUR per person together with any applicable insurance premium. The party leader must complete and sign a booking form accepting on behalf of all your party the terms of these booking conditions. A confirmation/Invoice will then be sent to you or your travel agent setting out the balance due which must be paid no later than 12 weeks (84 days) prior to departure in High Season (February, March, April, May, September, October, November) hereinafter referred to as ‘High Season’ and 8 weeks (56 days) prior to departure in Low Season (January, June, July, August, December) hereinafter referred to as ‘Low Season’. If the deposit and/or balance is not paid in time we shall cancel your travel arrangements and cancellation charges will apply (see clause 5 below). Please note that we do not issue reminders for the balance due. If you are departing within 8-12 weeks, then the total holiday cost including any insurance premium is payable in full upon booking. If the balance is not paid on time we reserve the right to retain your deposit and cancel your travel arrangements and levy the cancellation charges set out in clause 5 below. Any monies you pay to your travel agent are held by him on our behalf at all times, under the terms of our TURSAB license until the date when the agent pays such monies to Matrix Travel.
Unless you pay in full at the time of the booking, the price of your travel arrangements is subject to surcharges for increases in transportation costs including the cost of fuel; taxes fees at airports; scheduled airfares and any other airlines surcharge which are part of the contract between airlines (and their agents) and Matrix Travel; Government action, such as increase in VAT or any other Government – imposed increases; currency in relation to adverse exchange rate variations. Even in this case, Matrix Travel will absorb an amount equivalent to 2% of the confirmed holiday price, which excludes insurance premiums and any amendments changes. Only amounts in access of the 2% will be surcharged, but where a surcharge is payable, there will be an administration charge of 5 EUR, together with an amount to pay agents commission. If this means paying a surcharge of more than 10% on the previously confirmed and invoiced holiday price, we may be able to offer an alternative holiday to you or you will be entitled to cancel your holiday with a full refund of all money paid, except for any premium paid to us for holiday insurance, amendment charges and credit card charges. Should you decide to cancel for such a reason, you must exercise your right to do so within 14 days from the issue date printed on the invoice. The price of your travel arrangements was calculated using exchange rates announced by the Central Bank of Turkey. We will endeavour to advise you immediately in the event of Governments imposing or cancelling taxes and reserve the right to pass any new taxes on to you. We reserve the right to increase the prices published in the brochure prior to the time that you book your holiday. Any increase in the price will be advised to you or your travel agent before you book the holiday.
4. Changes by You:
If you wish to change your plans in any way and we can accept the change a charge of 60.00 EUR per person per amendment will apply provided that your instructions in writing are received 8-12 weeks or more prior to departure. Thereafter, except as provided by applicable law, cancellation charges, as specified in Condition 5 below, apply. Please note that with some travel services it may not be possible to change without incurring a cancellation fee of 100%.
5. If you cancel your Booking:
You (or any member of your party) may cancel your holiday at any time providing that the cancellation is made by the person signing the booking form and is communicated to us in writing via the travel agent with whom your booking was made. Cancellation will take effect the day such notification is received by us. The following cancellation charges will apply as set out below:
Period before Scheduled Departure Date Cancellation Charge That Notice of Cancellation is Received
Cancellation Charge as a % of total holiday price HIGH SEASON
|84 days or more
|31 days or less
||100% ‘no show’
Period before Scheduled Departure Date Cancellation Charge That Notice of Cancellation is Received
Cancellation Charge as a % of total holiday price LOW SEASON
|56 days or more
|31 days or less
||100% ‘no show’
Where any cancellation reduces the number of full paying party members below the number on which the price, any discounts or other concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly.
Once your holiday has commenced, no refund or part refund or unused portion of your holiday will be repaid in the event of cancellation by you. Insurance premiums are not refundable. If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.
6. If we amend your Booking:
It is unlikely that we will have to amend your booking. Occasionally changes may be made which we reserve the right to do at any time. Most of these changes are minor and we will advise you at the earliest possible date. Flight timings and carriers set out in our publicity material are subject to change and all details given to you are for guidance only. Confirmed details will be as shown on your ticket. Should a material
change become necessary we will inform you as soon as reasonably possible, if there is time to do so before your departure. You may decide whether or not to accept the change although you must let us know by return. A material change is one made to your travel arrangements before departure involving change of departure or arrival airport (other than between airports within the same city airport system) outward or return flights being re-scheduled
by more than 12 hours or by substitution of accommodation originally booked with one of a lower grade. If we alter the airline, aircraft type operating your flight or routing this is not a material change and we will be under no obligation to notify you of any such change in advance. If you do not wish to accept a material change we will give you a full refund and in addition, whether or not you accept a material change prior to departure we will also give
you compensation for the inconvenience as follows:
Period before Scheduled Departure Compensation payable to Date within which a major change you or your travel agent is notified (per person)
43 days or more Nil
42-28 days or more 10 EUR
27-15 days or more 20 EUR
14 days or less 30 EUR
Which is the only recompense that will be paid to you. As we do not control the day-to-day management of your accommodation, it is possible that we may be advised that the reserved accommodation may not be available to you upon arrival in resort. If this happens we will endeavour to provide accommodation of at least the same standard in the same resort area. If only accommodation of a lower standard is available then we will refund the difference of the brochure price between the accommodation booked and that available together with compensation of 30 EUR per person for any inconvenience. IMPORTANT NOTE:
a) Compensation payments will not apply if payment of your holiday has not been received by Matrix Travel by the stipulated payment dates.
b) Compensation will not be payable if Matrix Travel is forced to cancel or in any way change your holiday due to war, riot, threat of war, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, technical or maintenance problems with transport on air, sea or land, changes of schedule or operational decisions of scheduled or other airlines, or other circumstances amounting to force majeure.
7. If we cancel your Holiday:
We reserve the right in any circumstance to cancel your holiday. However in no case will we cancel your holiday less than two months before the scheduled departure date unless it is for reasons outside of our control or for late or non-payment by you. If we have to cancel your holiday (other than for late or non-payment by you) we will offer you either (i) an alternative holiday of comparable type, though if the alternative offered is at additional cost the difference will be payable by you or (ii) a full refund of all monies paid, in either case being the only recompense due to you.
8. Our Liability to you:
a) We accept responsibility for ensuring that the holiday that you book with us is supplied as detailed in our brochure and that the services we are contractually obliged to provide are to a reasonable standard. We must inform you of any changes to your booking after initial confirmation. If any part of your holiday is not provided as promised, we will pay you appropriate compensation if this has affected the enjoyment of your holiday. In such a case our liability shall be limited to a maximum of twice the original holiday cost. We accept responsibility for the acts and / or omissions of our employees, agents and suppliers save where they lead to death, injury or illness except as provided in the following paragraph.
b) We accept responsibility for death, injury or illness caused by the negligent acts and / or omissions of our employees or agents, together with our suppliers and sub-contractors, servants and / or agents of the same whilst acting within the scope of or in the course of their employment in the provision of any part of your holiday that we are contractually obliged to provide. We will, accordingly, pay to our clients such damages as might be awarded in such circumstances under Turkish Law.
c) In respect of the carriage by air, sea and rail and the provision of accommodation, our liability in all cases will be limited in the manner provided by the relevant international convention. We are not liable for lost luggage.
d) We are not liable where any failure in the performance of the contract is due to you, or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers could not foresee.
e) In the event of financial failure of our company, all your rights and any payments you have made for your holiday are protected under TURSAB.
9. If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests. If you have any medical problem or disability which may affect your holiday or any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed.
Where travel and health documents are necessary to comply with the requirements of any country you may wish to visit then it is your responsibility to procure them. If failure to obtain any such documents results in fines surcharges or other financial penalty being imposed upon us then you shall reimburse us accordingly. You must ensure by consulting your own doctor if necessary of the specific health precautions deemed prudent for the country/resort you intend to visit and the appropriate medication/inoculations complied with.
11. Conditions of Carriage by air:
Most flights we feature are scheduled airlines who will usually provide refreshments, meals or accommodation when there is a substantial flight delay and were this is possible to arrange. We do not arrange to provide refreshments, meals or accommodation ourselves if there is any delay at the outward or homeward points of departure and these facilities are not offered by the airline. Carriage by air is governed by the conditions of carriage of the carrier, which are available for inspection at the offices of the carrier concerned or through ourselves. It is your responsibility to reconfirm the onward or return sector of any return journey with the carrier concerned or with the carriers authorised agents and according to the carriers regulations.
Please note in particular that the liability of an airline (and accordingly Matrix Travel) for particularly personal injury, flight delays and lost or delayed baggage is limited under terms of the Montreal Convention (as amended). Under EU Regulation where there has been denied boarding, cancellation or delay to flights, you may have rights to refunds/and or compensation. Details of these rights are available from the airport and from your airline. It is for you to enforce these rights and to claim what may be due from your airline. Reimbursement of the flight cost does not automatically entitle you to a refund of your holiday cost from us. If any payment is due from us, any payment to you by the airline will be deducted from this amount.
We reserve the right in our absolute discretion to terminate your holiday arrangements without notice should your behaviour be such that it is likely in our opinion to cause distress, damage, annoyance or danger to any other person. In such circumstances, no refund or compensation will be due to you.
13. Unused Services:
No refund will be due to you in respect of non-utilisation of any part of the travel arrangements made for you.
We cannot stress enough the importance of your taking out adequate holiday insurance against cancellation charges, unexpected curtailment of your holiday, medical expenses arising overseas, loss or damage to luggage and personal liability claims against you. Should you elect not to effect suitable travel insurance cover despite this advice, then you undertake on behalf of yourselves and all members of your party to indemnify both ourselves and our overseas agents and representatives (as applicable) for any costs that arise which would otherwise have been met had such insurance cover been taken out.
We do our very best to ensure that your travel arrangements go according to plan. However, if you have a complaint arising out of what we have agreed to provide for you please let us know at the earliest opportunity, if necessary by calling our Turkey office from wherever you may be. If a problem arises during your holiday, it is important that you advise the supplier and/or our representative at the earliest opportunity who will endeavour to put things right. Any claims against us, the hotel or any property where you pay money to buy a service has to be put in writing and sent to all related facilities along with your travel agency. If your complaint cannot be resolved locally you should advise us within 28 days of the incident, in writing giving your original booking reference number and all other relevant information. Your letter will be given prompt attention. If you fail to follow this simple procedure we cannot accept responsibility, as we would have been deprived of the opportunity to investigate the matter and hopefully rectify any problem.
16. Applicable Law:
This contract between us and these booking conditions are governed by and construed in accordance with Turkish law. Both parties agree to submit to the exclusive jurisdiction of the Courts of Turkey.
Matrix Golf Matkat
Burhannetin Onat Caddesi 79/1 A
07100 Antalya Turkey
Tel : (+90) 242 322 27 36
Fax: (+90) 242 322 28 11