SERVICE AGREEMENT

1- RESERVATION TERMS AND PRICING
1.1 The amount to be paid by the customer is determined based on the hotel, accommodation, transportation, tour, and ticket criteria selected by the customer during the reservation. The customer may pay the reservation amount via bank transfer, credit card, online virtual POS, or mail order.
1.2 The departure times of transportation vehicles such as planes, ferries, trains, and buses are valid as of the reservation date. Melino Tourism is not responsible for any schedule changes made by the transportation companies afterward.
1.3 The departure location, time, and flight/train/bus numbers of the reserved transportation vehicles should be checked before the trip. Melino Tourism reserves the right to make changes due to transportation-related or unrelated reasons. Although Melino Tourism informs travelers about tour movement details, travelers are also responsible for obtaining this information.
1.4 Travelers participating in the tour are allowed to carry two suitcases, provided they do not exceed 50cm x 70cm in size. For air travel, the baggage allowance is limited to 20 kg. No money, valuable documents, or similar valuable items should be kept in the baggage. Manageyourholiday.com and Melino Travel Tourism Inc. are not responsible for lost valuables inside the luggage.
1.5 Items that are odorous, liquid, flammable, explosive, or otherwise disturbing, as well as sharp, piercing, and firearms, and all kinds of animals, are not allowed in transportation vehicles or accommodation facilities without explicit written permission from Melino Tourism.
1.6 In the event of baggage loss or damage caused by the gross negligence of Manageyourholiday.com, Melino Travel Tourism Inc. personnel, the affected customer will be compensated with up to half of the transportation cost within the total trip price, regardless of the financial or sentimental value of the lost or damaged items.
1.7 Manageyourholiday.com, Melino Travel Tourism Inc. is responsible for any loss, damage, or theft of items declared in writing with their value by the customer, up to the total trip price.
1.8 Visa and passport procedures are the responsibility of the customer. However, if all necessary documents are submitted to Melino Tourism at least one month before the trip, visa procedures can be handled for a fee. Since visa issuance depends entirely on consular authorities, Melino Tourism is not responsible for visa rejections. Obtaining a visa does not guarantee entry into the country; therefore, Manageyourholiday.com, Melino Travel Tourism Inc. is not liable for any refusals at the border and does not provide refunds or compensation.
1.9 The tour guide fee is included in the tour price for tours where a guide is specified.
1.10 Travelers participating in the trip without signing the contract but registered by another person are considered to have read, accepted, and committed to the terms of this contract. If such travelers file a lawsuit or claim against Melino Tourism, or if Melino Tourism is required to pay additional costs beyond this contract, Melino Tourism reserves the right to claim reimbursement from the person who made the registration.
1.11 Melino Tourism is not responsible for natural disasters, social incidents, international relations, technical failures, strikes, or protests that may occur between the dates specified in the tour package.
1.12 Customers finalize their reservations by signing the required fields on the printed voucher (ticket-contract) and payment receipt and sending them via phone to +90 546 276 77 20. After this process, the approved contract will be sent to the customer via fax or email.
1.13 In case of any discrepancies between the customer's copy of the contract and Melino Tourism's copy, Melino Tourism's records will prevail.
1.14 The courts of Antalya shall have jurisdiction over disputes arising from this contract.

2- DURATION AND TERMINATION:
2.1. The customer must submit a written request at least 24 hours before group tours and 3 days before private tours for any changes to their reservation. Otherwise, the cancellation policies outlined in this contract shall apply.
2.2. The agency reserves the right to partially or completely change or cancel the announced or booked tour, transfer, or vehicle rental up to one day before the start date, provided that the customer is informed. If the customer does not accept these changes or cancellations, they are entitled to a full refund. However, the customer is not entitled to any compensation. If payment was made by credit card, the refund will be processed after deducting the credit card commission.
2.3. If the customer cancels their reservation up to 3 days before the start date, except in cases of death or a 10-day medical incapacity of the customer or their first-degree relatives (which must be documented with an official report from a fully equipped state hospital), they must pay a cancellation fee of at least 90% of the total tour cost. If the cancellation occurs within 3 days of the start date, the entire tour price is non-refundable. The parties agree to abide by international NO-SHOW regulations in this regard.
2.4. If the customer requests a CHANGE in their reservation up to 15 days before the start date, except in cases of death or a 10-day medical incapacity of the customer or their first-degree relatives (which must be documented with an official report from a fully equipped state hospital), they must pay a processing fee of 500 TL. The parties agree to abide by international NO-SHOW regulations in this regard.
2.5. In charter or scheduled flights, the AGENCY acts as an intermediary between the airline and the passenger and is subject to the 28/09/1955 Hague Protocol. Flight times and routes may change before departure, and all schedules must be confirmed 24 hours before departure. The agency is not responsible for flight delays or schedule changes made by airlines. Airline ticket cancellations are subject to the airline’s cancellation policy.
2.6. The customer may transfer their reservation to another person up to 3 days before the start date. The transferee is jointly responsible with the transferor for any remaining balance and any additional costs incurred due to the transfer.

3- FORCE MAJEURE:
3.1. The Agency shall not be held liable for any incidents arising from natural disasters, social events, international relations, technical failures, strikes, protests, or deficiencies in the hotel's services or failure to provide services that may occur during, at the beginning, or before the reservation dates specified in this contract.

4- OTHER PROVISIONS
4.1. This contract exclusively pertains to hotel reservations. Upon receiving the customer's confirmed reservation request and signing this contract, the Agency fulfills its contractual obligation by securing the customer's definite reservation at the designated accommodation facility and obtaining the reservation confirmation from the facility. After the Agency provides the confirmed reservation, it bears no responsibility for any issues arising from the accommodation facility or the customer. In the event of such issues, the customer acknowledges and agrees that they will solely contact the accommodation facility operator regarding any changes or deficiencies in the accommodation and will not make any claims against the Agency.

4.2. If the customer has any complaints during the tour but continues to use the service partially or until the end, they agree not to demand any compensation or refund.

4.3. If the customer is dissatisfied with the service received at the hotel during the reservation period and wishes to leave, they must notify both the hotel and the Agency in writing. If the Agency is able to recover the payment made for the reservation from the hotel, it will refund the customer accordingly.

4.4. The Agency advertises the accommodation facility’s characteristics, star rating, and services based on the declarations and brochures provided by the facility. Therefore, the Agency shall not be held responsible if the accommodation facility does not meet the declared standards and star rating. The responsibility for such deficiencies lies exclusively with the accommodation facility, and the customer agrees that they will only have the right to claim compensation from the accommodation facility for any lack of standards or service defects. If the accommodation facility fails to meet the prescribed standards or is unable to provide service at the expected level on the reservation start date, the Agency has the right to accommodate the customer in another facility of the same standard and in the same area. If the customer does not accept this change, they agree to forfeit 35% of the total reservation amount.

4.5. Consumers who purchase travel insurance services are covered within the scope of the insurance policy provided by the insurance company offering this service. The Agency bears no responsibility for the content, coverage, or implementation of these guarantees.

4.6. The customer declares that they have signed this contract after receiving all relevant information about the hotel specified in the contract and acknowledges that they cannot hold the Agency responsible for any deficiencies or defective services encountered at the hotel.

4.7. Even if the customer has not signed this hotel reservation contract due to making the reservation via mail order, virtual POS, bank transfer, or EFT, both parties acknowledge that they have learned the terms of this contract through catalogs, websites, or advertisements and agree to proceed with the reservation under the conditions stated above.

4.8. In case of any inconsistency between the copy of the contract kept by the customer and the copy retained by the Agency, the records held by the Agency shall prevail. All communications, including emails and faxes, shall be considered conclusive evidence, and company records shall be the primary reference. The parties agree that the addresses and phone numbers they provide are valid for all communications and notifications. Any change in these contact details must be notified in writing to the other party; otherwise, any communication sent to the registered addresses and phone numbers shall be considered as duly delivered.

4.9. The parties mutually agree to resolve any disputes arising from this contract through the TÜRSAB Arbitration Board and agree that no applications will be made to consumer arbitration committees or consumer courts before arbitration is pursued. In case of legal proceedings related to arbitration decisions or other disputes, the courts and enforcement offices of Antalya shall have jurisdiction.