Booking, Payment, Cancellation, Refund & Supplier Responsibility Policy
Last Updated: June 2025
These Terms & Conditions apply to all quotations, booking requests, reservations, travel services and arrangements made through OWL Tourism. By requesting a quotation, asking OWL Tourism to check or secure availability, confirming a reservation, sending written approval, making a payment, or instructing OWL Tourism to proceed by WhatsApp, email, website form or any other communication channel, the client confirms that they have read, understood and accepted these Terms & Conditions.
These Terms & Conditions govern all travel-related services arranged by OWL Tourism, including but not limited to hotel bookings, golf packages, tee times, green fees, golf shuttles, airport VIP and CIP services, transfers, attractions, tours, car rental, restaurant reservations and any other travel services arranged through OWL Tourism.
In this document:
OWL Tourism is a travel agency based in the Republic of Türkiye that organises and arranges travel services. Depending on the nature and scope of the services booked, OWL Tourism acts either as a tour operator or as an intermediary for individual travel services.
OWL Tourism assists clients with:
OWL Tourism does not own, operate or control hotels, golf clubs, airlines, transfer companies, airport service providers, attractions, tour operators or other third-party suppliers. Responsibility for each service rests with the party that controls and operates that service.
Every travel arrangement involves several independent parties. Each party is responsible only for the services and matters under its direct control.
OWL Tourism is responsible for reservation coordination, supplier communication, booking administration and customer support. OWL Tourism is not responsible for service defects, operational failures, cancellations or decisions of third-party suppliers.
Hotels and resorts are responsible for accommodation, room allocation, hotel facilities, maintenance, hotel operations, staffing, food and beverage operations, check-in and check-out rules and hotel cancellation policies.
Golf clubs are responsible for tee times, course conditions, course rotation, maintenance, overseeding, aeration, buggy rules, trolley rules, dress codes, handicap rules, weather decisions and golf club cancellation policies.
Airlines are responsible for flights, delays, cancellations, baggage handling, schedules, missed connections, airline rules and passenger acceptance.
Transfer companies are responsible for vehicles, drivers, route decisions, traffic-related operations, waiting time rules and transfer performance.
Airport VIP and CIP providers are responsible for Meet & Assist, Fast Track, porter assistance, lounge access, CIP terminal services and airport operational procedures.
Attractions and tour operators are responsible for admission, activities, opening hours, visitor safety rules, guiding operations and tour execution.
The insurance company is responsible for illness, accidents, cancellation due to personal circumstances and other insured travel risks covered by the client’s policy.
The client is responsible for correct passenger information, valid passports, visas, travel documents, flight details, payment deadlines, reviewing confirmations, arriving on time and complying with supplier requirements.
No party shall be responsible for matters outside its reasonable control or outside the services it directly provides.
OWL Tourism works with independent suppliers including, but not limited to, hotels and resorts, golf clubs, transfer companies, airport VIP and CIP providers, attractions and theme parks, tour operators, car rental companies, restaurants, airlines and other travel-related providers.
Each supplier is solely responsible for delivering its own services according to its operational standards, availability, safety rules, service conditions, cancellation policies and refund procedures.
Depending on the nature of the services booked, OWL Tourism acts as a tour operator or as an intermediary. Where OWL Tourism acts solely as an intermediary for individual travel services, the relevant supplier’s conditions apply in addition to these booking conditions.
Important: Where the client instructs OWL Tourism to secure, hold, confirm or proceed with a reservation, supplier costs and cancellation obligations may arise immediately. The client remains responsible for all direct costs reasonably incurred by OWL Tourism as a result of the client’s instruction, even if payment has not yet been completed.
Unless otherwise agreed in writing, full payment is required to complete and secure the reservation.
Payment deadlines must be respected. Late payment, failed payment or non-payment does not automatically release the client from supplier obligations, cancellation charges, administrative costs or other costs already incurred by OWL Tourism on behalf of the client.
OWL Tourism reserves the right to recover all direct supplier charges, contractual penalties, banking costs, administrative expenses and reasonable recovery costs arising from late payment, non-payment or cancellation after the client has instructed OWL Tourism to proceed.
OWL Tourism frequently negotiates preferential rates and special conditions directly with suppliers for the benefit of its clients. These may include:
Such preferential rates are often available only because the supplier requires stricter booking commitments. Certain reservations may therefore become non-refundable, non-amendable or financially binding immediately upon supplier confirmation.
If the client later decides not to proceed, fails to pay within the agreed deadline or requests cancellation, OWL Tourism may recover all supplier charges, contractual penalties, administrative costs and direct financial losses resulting from the client’s decision.
Certain offers are valid only for a limited period. Where OWL Tourism temporarily secures availability, holds rooms, blocks tee times or negotiates a special price, the client will be informed of the applicable deadline where possible.
If the client instructs OWL Tourism to secure, hold, lock in or proceed with the reservation, the reservation may become subject to supplier and OWL Tourism conditions immediately, regardless of payment status.
Cancellation conditions vary depending on supplier, destination, season, hotel, golf club, group size, event type, promotional rate and contract condition.
Supplier-specific cancellation policies take precedence for the services provided by that supplier. However, a supplier’s cancellation policy does not waive OWL Tourism’s right to recover its own administrative fees, supplier recovery costs or direct costs incurred as a result of the client’s instruction.
Where suppliers impose cancellation fees, no-show charges, amendment fees, administrative costs or penalty charges, those charges will be passed on to the client.
OWL Tourism has no authority to waive, reduce or override supplier cancellation policies. If a supplier voluntarily agrees to reduce or waive charges, OWL Tourism will pass the approved benefit to the client.
Typical cancellation schedule: The following schedule is an illustrative baseline template for certain golf holiday packages. The actual cancellation policy applicable to each booking will be communicated during the quotation or confirmation process and may differ depending on the supplier or special rate.
The illustrative schedules below do not create a minimum cancellation entitlement for the client. Where the actual supplier’s terms are stricter than any figure shown here, the supplier’s terms govern without exception.
Checking availability, negotiating preferential rates, coordinating suppliers, preparing bespoke quotations and managing reservations requires substantial administrative work.
OWL Tourism reserves the right to charge a minimum non-refundable administrative fee of €50 per person where the client has issued a written instruction to OWL Tourism to secure, hold, confirm or proceed with a reservation, and subsequently:
This fee does not apply to general availability enquiries where no instruction to proceed has been given. It is waived when the confirmed booking is completed and fully paid, unless otherwise stated in writing.
Refund eligibility is determined by the applicable supplier’s contractual conditions and the specific conditions of the reservation.
OWL Tourism cannot refund amounts already paid to, retained by, or contractually payable to third-party suppliers.
If and only when a supplier approves and transmits a refund to OWL Tourism, OWL Tourism will transfer the net refundable amount to the client after deduction of applicable supplier charges, bank fees, payment processing fees, currency conversion losses, OWL Tourism administrative fees and any outstanding costs.
OWL Tourism does not guarantee any refund and is not required to finance refunds from its own funds unless the corresponding amount has been fully received from the relevant supplier.
Where part of the booked services has already been performed, started, reserved, used or made unavailable to other customers, charges relating to those services remain payable and may be non-refundable.
OWL Tourism strongly recommends that all travellers purchase comprehensive travel insurance, including cancellation cover, which may cover cancellations arising from illness, accident, pregnancy, inability to travel or other personal circumstances.
Personal circumstances of the traveller or a fellow traveller — including illness, accident, pregnancy, inability to travel or other personal obstacles — do not, as a general rule, entitle the client to free cancellation or a refund, unless mandatory statutory provisions require otherwise.
The submission of a medical certificate does not in itself establish an entitlement to free cancellation or refund. A medical certificate serves solely to document inability to travel and does not affect the contractually agreed cancellation, no-show or supplier charges.
Neither OWL Tourism nor any supplier shall be financially responsible for cancellations, losses or changes caused by the client’s personal circumstances, including but not limited to:
Any claims for reimbursement arising from such circumstances are to be asserted directly against the client’s travel insurance provider or, where applicable, against the relevant supplier. Upon request, OWL Tourism will provide invoices, booking confirmations, cancellation confirmations or other documents to support an insurance claim.
The decision whether to accept medical certificates, doctor reports or other supporting documentation rests solely with the relevant insurer or, where applicable, the relevant supplier. OWL Tourism provides no warranty or guarantee in this regard.
The client is obliged to notify OWL Tourism without delay as soon as they become aware of any circumstances that may jeopardise or prevent the trip. Late notification does not entitle the client to a reduction of cancellation, no-show or supplier charges that have been increased as a result of such delay.
The client is responsible for ensuring that:
Any discrepancy must be reported immediately. Failure to review booking documents or comply with supplier rules does not release the client from resulting costs or obligations.
OWL Tourism conducts the majority of its reservation communication electronically, especially via WhatsApp and email. These are official communication channels for reservation-related matters.
The client agrees that WhatsApp messages, emails, website forms, SMS messages and other electronic communications constitute valid written communication.
Instructions including, but not limited to, “book it”, “please proceed”, “confirm”, “yes”, “OK”, “I accept”, “reserve”, “hold the room”, “go ahead”, “please arrange”, affirmative replies, or similar wording may be treated as valid booking instructions.
No handwritten signature is required where the client has provided written electronic approval.
Electronic records maintained by OWL Tourism, including WhatsApp conversations, emails, booking forms, payment records, invoices, supplier confirmations and internal reservation logs, may be used as evidence of the client’s instructions and acceptance of these Terms & Conditions.
A client’s deletion, loss or modification of their local message history does not affect the validity of records maintained by OWL Tourism.
Suppliers may make operational changes before or during travel. These may include:
Such operational decisions remain the responsibility of the relevant supplier. OWL Tourism will communicate known updates as soon as reasonably possible but cannot guarantee or control supplier operations.
Golf services are subject to the operational authority of the relevant golf club. Golf clubs may make decisions regarding course playability, weather interruptions, lightning risk, course routing, overseeding, aeration, temporary greens, buggy paths, buggy availability, dress codes, handicap rules and pace-of-play requirements.
Playability decisions rest solely with the golf club. OWL Tourism cannot override a golf club’s decision to close, delay, restrict or modify play.
Clients are responsible for arriving on time for tee times. Missed tee times, late arrival, failure to comply with dress codes, failure to meet handicap requirements or refusal by the golf club due to rule breaches may result in full charges with no refund.
Airport VIP, CIP, Meet & Assist, Fast Track, lounge and transfer services are subject to airport authority procedures, supplier rules, flight schedules and operational conditions on the travel date.
Flight delays, flight cancellations, missed connections, baggage delays, immigration delays or airline schedule changes are outside OWL Tourism’s control. OWL Tourism may assist with amendments where possible, but any supplier charges, waiting time charges, rebooking costs or no-show fees remain payable by the client.
If the client is late, fails to appear at the agreed meeting point, provides incorrect flight details or misses a transfer, the service may be treated as performed or no-show according to supplier rules.
OWL Tourism makes reasonable efforts to provide accurate prices. However, obvious pricing errors, typographical mistakes, system errors, supplier errors or supplier price updates may occur.
Prices remain subject to supplier confirmation until finally confirmed in writing by OWL Tourism.
OWL Tourism reserves the right to correct obvious errors and, where necessary, amend or cancel a quotation or reservation without liability where such an error is clearly identifiable.
Mandatory government taxes, local charges, supplier surcharges, fuel surcharges, VAT changes, airport taxes or other compulsory increases occurring before travel may be passed on to the client.
Unless otherwise agreed in writing, all prices are quoted and payable in Euro (€).
The client is responsible for bank transfer fees, credit or debit card charges, currency conversion costs, exchange rate differences and charges imposed by the client’s bank or payment provider.
OWL Tourism shall not be responsible for exchange rate fluctuations, foreign currency losses, banking charges, card fees, payment processing fees or differences between the original payment date and any refund date.
The client agrees to contact OWL Tourism first to seek an amicable resolution before initiating a chargeback or payment reversal through their bank or card provider.
If a client initiates a chargeback or payment reversal for services secured, coordinated, reserved or paid by OWL Tourism, the client remains responsible for:
OWL Tourism reserves the right to recover these amounts through legal proceedings where necessary.
OWL Tourism acts honestly and professionally and expects clients to do the same.
OWL Tourism reserves the right to refuse service, cancel assistance, suspend communication or take legal action in cases involving fraudulent payment, false information, abusive conduct, harassment, threats, false complaints, misuse of chargebacks, defamatory statements or attempts to obtain refunds or compensation through pressure, threats or bad faith behaviour.
Reviews should reflect genuine customer experiences and should not be used as leverage to obtain refunds, upgrades, compensation or exceptions not approved by suppliers.
Supplier refusal of service, refusal of entry, removal of guests, denial of boarding, denial of tee times or termination of services due to client behaviour or breach of supplier rules shall not create liability for OWL Tourism.
Neither OWL Tourism nor any supplier shall be liable for failure, delay, cancellation or disruption caused by events beyond reasonable control, including but not limited to:
In force majeure situations, OWL Tourism’s role is limited to assisting the client in navigating applicable supplier policies. OWL Tourism is not required to issue refunds from its own funds where the relevant funds have not been recovered from the supplier.
To the maximum extent permitted by applicable law, OWL Tourism’s total liability arising from any booking shall not exceed the amount actually received by OWL Tourism from the client for the specific reservation concerned.
OWL Tourism shall not be liable for indirect, consequential, incidental or special losses, including loss of holiday enjoyment, loss of income, loss of business, loss of opportunity, alternative travel costs, emotional distress or other consequential damages.
OWL Tourism is entitled to recover all direct costs reasonably incurred as a consequence of the client’s cancellation, delayed payment, non-payment, failure to travel, chargeback, personal circumstances, incorrect information or failure to comply with these Terms & Conditions.
Although OWL Tourism is under no legal obligation to do so, OWL Tourism may make reasonable efforts to assist clients when unexpected situations arise.
Where possible, OWL Tourism may contact suppliers to request reduced cancellation charges, date changes, booking amendments, travel credits, partial refunds or alternative solutions.
Such assistance is provided solely as a voluntary gesture of goodwill. It does not waive OWL Tourism’s rights, does not create a binding precedent and does not guarantee supplier approval.
OWL Tourism may share necessary client information with suppliers solely for the purpose of arranging and delivering the requested services.
This may include passenger names, travel dates, flight details, age information, passport information where required, contact details, golf handicap information and special service requests.
Client information is handled professionally and used only for legitimate booking, operational, accounting, legal and customer service purposes.
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Türkiye.
Any dispute arising from or relating to a booking arranged through OWL Tourism shall be subject to the exclusive jurisdiction of the Courts and Enforcement Offices of Antalya, Türkiye, unless mandatory consumer protection legislation provides otherwise.
These Terms & Conditions, together with any supplier-specific conditions communicated during the reservation process, constitute the entire agreement between the client and OWL Tourism.
If any provision is found to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
The failure of OWL Tourism to enforce any provision shall not constitute a waiver of that provision or any other rights.
These booking conditions are made available to the client on the OWL Tourism website prior to the conclusion of any booking and will be provided free of charge in electronic form upon request. By issuing a booking instruction, the client confirms that they had the opportunity to review these Terms & Conditions before entering into the agreement.
By requesting a quotation, asking OWL Tourism to check or secure availability, confirming a reservation, making a payment, sending electronic approval or instructing OWL Tourism to proceed, the client confirms that they:
No. OWL Tourism coordinates reservations, but operational decisions remain under the control and responsibility of the relevant supplier.
Yes. If the client instructs OWL Tourism to secure, hold or confirm availability, OWL Tourism may incur supplier obligations on the client’s behalf before payment is completed.
Not always. Special rates, last minute deals, best price offers, group rates and exclusive supplier offers may carry stricter conditions and may become non-refundable upon supplier confirmation.
Personal circumstances such as illness or inability to travel do not, as a general rule, entitle the client to free cancellation. Any claims for reimbursement are to be asserted against the client’s travel insurance provider. OWL Tourism may provide supporting documentation upon request but cannot guarantee any refund from the supplier.
Yes. WhatsApp and email are official communication channels of OWL Tourism. Written electronic approvals may be relied upon as valid booking instructions.
Supplier no-show rules apply. The service may be treated as performed or non-refundable depending on the supplier’s conditions.
Note for commercial clarity: This document is prepared to explain OWL Tourism’s booking, payment, cancellation and refund conditions clearly and professionally. Clients should read all booking conditions carefully before confirming any reservation.
