Last Updated: April 2026

Carefully review our cancellation and refund guidelines. This document specifies your rights and responsibilities concerning cancellations, returns, and refunds for services acquired through Nova Cartago.

CUSTOMER RIGHTS – WITHDRAWAL – CANCELLATION RETURN TERMS

Hot Air Balloon:

You may cancel up to 24 hours prior to the experience for a full refund. To receive a full refund, cancellations should be made at least 24 hours before the experience's start time.

Cancellations made less than 24 hours ahead of the experience's start time will not be eligible for a refund.

Modifications requested less than 24 hours prior to the experience's start time will not be entertained.

This experience is susceptible to weather conditions. In case of cancellation due to unfavorable weather, a different date or a full refund will be offered.

GENERAL TERMS

By placing an order electronically via the website, you consent to the preliminary information form and the distance sales contract provided.

Purchasers must adhere to the provisions of the Consumer Protection Law No. 6502 and the Regulation on Distance Contracts (RG: 27.11.2014/29188) and other pertinent laws related to the sale and delivery of purchased products.

Delivery charges, which include product shipping costs, are the responsibility of the buyers.

Each product bought will be delivered to the individual and/or organization specified by the buyer at the indicated address, provided it does not exceed the legal delivery period of 30 days. If delivery does not occur within this timeframe, buyers are entitled to terminate the contract.

The purchased product should be delivered in full and in accordance with the specifications detailed in the order along with any documents such as warranty certificates or user manuals, if applicable.

If an inability to sell the purchased product occurs, the seller is obligated to inform the buyer in writing within 3 days of becoming aware of this situation. The full payment must be refunded to the buyer within 14 days.

NON-PAYMENT OF PURCHASE PRICE

If the buyer fails to pay for the purchased product or cancels it in payment records, the seller's obligation to deliver the product ceases.

UNAUTHORIZED USE OF CREDIT CARD FOR SHOPPING

PRODUCT DELIVERY DELAYS DUE TO UNFORESEEN CIRCUMSTANCES

If force majeure events arise that extend delivery times beyond the seller's control, the buyer will be notified. The buyer may request cancellation of the order, substitute the product with a similar item, or postpone delivery until the hindrance is resolved.

BUYER'S OBLIGATION TO VERIFY THE PRODUCT

The buyer shall inspect the contracted goods/services prior to accepting delivery; damaged or defective items such as those with dented, broken, or torn packaging should not be received from the courier service. Any received goods/services will be considered undamaged and intact. The buyer must adequately protect the goods/services after delivery. If the right of withdrawal is to be exercised, the goods/services must not have been utilized. The invoice must accompany the returned product.

RIGHT OF WITHDRAWAL

The buyer; within 14 (fourteen) days from the date of delivery of the purchased product to themselves or to the individual/organization at the indicated address, may exercise their right to withdraw from the contract without legal or criminal liability and without justification, provided they inform the seller using the contact details below.

DURATION OF WITHDRAWAL RIGHT

For services purchased, this 14-day timeframe commences from the date of signing the contract. Prior to the expiration of the right of withdrawal, this right cannot be exercised for service contracts that began with the consumer's approval.

Costs arising from the exercise of the right of withdrawal will be borne by the seller.

To utilize the right of withdrawal, a written notice must be sent to the seller via registered mail, fax, or e-mail within 14 (fourteen) days, and the product should not have been used in accordance with provisions regarding 'Products for which the Right of Withdrawal cannot be exerted' as detailed in this agreement.

EXERCISING THE RIGHT OF WITHDRAWAL

The invoice of the product delivered to the third party or the buyer, (If the invoice of the product being returned was corporate, it should be submitted with the return invoice issued by the institution. Returns with invoices issued in corporate names cannot be completed without a RETURN INVOICE.)

A return form, the products intended for return should be complete and undamaged, together with their original box, packaging, and standard accessories, if applicable.

RETURN CONDITIONS

The seller is required to refund the total amount and the documents placing the buyer under debt within 10 days at the latest after receipt of the withdrawal notification, and to return the goods within 20 days.

If the goods have diminished in value due to the buyer's fault or if the return becomes impossible, the buyer must compensate the seller for the damages in proportion to their fault. However, the buyer is not liable for changes and deterioration arising due to appropriate use of the goods during the withdrawal period.

If the campaign limit amount set by the seller is breached due to the right of withdrawal being used, the discount applied as part of the campaign will be invalidated.

PRODUCTS EXEMPT FROM WITHDRAWAL RIGHT

Items such as underwear, swimwear and bikini bottoms, makeup products, consumables, perishable items, customized goods prepared for the buyer's request or specific personal needs are delivered without return eligibility. Products that cannot be returned for health and hygiene reasons if their packaging was opened post-delivery, products mixed with others after delivery that cannot be separated by their nature, and periodical items such as newspapers and magazines, except under subscription agreements are non-returnable. Immediate electronic services or intangible goods delivered instantly to the consumer, as well as audio or video recordings, books, digital content, software, and data storage devices, if the packaging has been opened by the buyer, are non-returnable as per regulations.

Additionally, before the expiry of the withdrawal right, it is impossible to exercise this right in situations where services have started with consumer consent. For the return of cosmetics, personal care items, underwear, swimwear, books, reproducible software and programs, DVDs, CDs, and stationery consumables, the packages must remain unopened, unused, and intact.

DEFAULTS AND LEGAL OUTCOMES

The buyer acknowledges and agrees to pay interest as stipulated between the cardholder bank and the bank in case of default when transaction occurs through credit card. The respective bank may take legal action, pursuing the buyer for costs and attorney fees arising from this, and if the buyer defaults on their debt, they accept responsibility for any losses suffered by the seller due to delayed performance.

PAYMENT AND DELIVERY DETAILS

Payments may be made through any of our bank accounts (in TL) via Bank Transfer or EFT (Electronic Funds Transfer).

Credit cards utilized on our site allow for online single payment or installment options for all credit card types. In online payments, the total amount will be deducted from your credit card at the conclusion of your order.

Contact Information for Withdrawal Notification

Company: Nova Cartago Travel Agency

Corporate: Touranos Turizm Seyahat Acenteliği Tic. Ltd. Şti.

Email: info@novacartago.com

Phone: +90 533 493 01 50

Address: Orta Mah. Gençağa Sk. No:4/8 Avanos/NEVŞEHİR, TURKİYE

This guideline takes effect from the publication date and is subject to periodic updates.