Terms & Conditions

Welcome to Karena Travel. These Terms and Conditions (“Terms”) govern your access to and use of the website karenatravel.com, as well as any private transfer, chauffeur, airport transfer, private tour, transportation, booking, or related travel service offered under the Karena Travel brand.

By accessing our website, requesting a quotation, making a booking, communicating with us through WhatsApp, email, telephone, or any other channel, or using our services, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use our website or services.

1. About Karena Travel

Karena Travel provides private passenger transportation, VIP chauffeur services, airport transfers, intercity transfers, and private daily tours primarily across Turkey’s Aegean and Mediterranean regions, including destinations such as Dalaman, Bodrum, İzmir, Marmaris, Fethiye, Göcek, Çeşme, Alaçatı and surrounding areas.

Karena Travel operates its travel and transportation services in accordance with applicable Turkish legislation and relevant tourism and transportation authorizations.

TÜRSAB Class-A Travel Agency License No.: 16422

For enquiries:

Email: info@karenatravel.com Telephone / WhatsApp: +90 (544) 411 00 72 Service Area: Muğla, İzmir and other destinations in Turkey as offered at the time of booking.

2. Services

Depending on availability and the selected booking, our services may include:

• Private airport transfers
• Hotel, villa, marina and residence transfers
• Intercity private transportation
• VIP chauffeur services
• Hourly or daily vehicle hire with chauffeur
• Private daily tours
• Corporate and executive transportation
• Transportation for families and groups
• Child seats upon advance request and availability
• Flight monitoring for airport pickups; and
• Additional transportation-related services agreed with the customer

The exact scope of your service will be stated in your booking confirmation, quotation, invoice, voucher, WhatsApp confirmation, or other written communication from Karena Travel.

3. Booking a Service

Bookings may be made through our website, WhatsApp, telephone, email, or another booking channel authorized by Karena Travel.

When making a booking, you must provide accurate and complete information, including where applicable:

• Passenger name
• Contact information
• Pickup location
• Destination
• Pickup date and time
• Flight number
• Number of passengers
• Number and approximate size of luggage items
• Requested vehicle category
• Child seat requirements
• Return journey details; and
• Any other information reasonably required to perform the service

You are responsible for ensuring that all booking information is correct.

Karena Travel will not be responsible for delays, missed pickups, additional charges, or other problems caused by incorrect, incomplete, or outdated information supplied by the customer.

4. Booking Confirmation

Submitting a booking request does not necessarily constitute final acceptance.

A booking becomes confirmed when Karena Travel issues a booking confirmation through the website, email, WhatsApp, telephone confirmation, payment confirmation, or another agreed communication method.

We reserve the right to reject or cancel a booking before confirmation where:

• The requested vehicle is unavailable
• The requested journey cannot legally or safely be performed
• Incorrect pricing has been displayed
• Payment cannot be authorized
• The booking contains inaccurate or suspicious information; or
• Circumstances outside our reasonable control prevent us from providing the service

If we cancel a prepaid booking before providing the service, any amount paid for the cancelled service will be refunded unless the cancellation results from fraud, prohibited conduct, or another circumstance for which the customer is responsible.

5. Prices

Prices may be displayed or quoted in EUR, TRY, GBP, USD, or another supported currency.

Unless otherwise stated, the confirmed price relates to the transportation service described in the booking confirmation.

Certain services may include chauffeur costs, fuel, tolls and parking as specifically stated in the quotation or service description.

Additional charges may apply where the customer requests:

• Additional stops
• A route change
• Additional waiting time
• A significant change to the pickup time
• A different destination
• Additional hours
• A vehicle upgrade
• Services outside the originally agreed route; or
• Other extras not included in the original booking

Prices displayed before booking may change due to seasonality, availability, route requirements, operational conditions, or pricing updates. Once a booking has been confirmed, the confirmed booking price will apply unless the customer changes the booking or an obvious pricing error has occurred.

6. Payments

Available payment methods may include payment cards, online payment services, bank transfer, cash, or other methods communicated during booking.

Payment may be required in full or in part before the service, depending on the booking.

Where payments are processed through a third-party payment provider, that provider may apply its own terms and privacy rules.

Karena Travel does not guarantee that every payment method displayed on the website will be available for every booking, currency, or customer location.

Customers are responsible for any bank, currency conversion, international transaction, or card issuer charges imposed by their own financial institution.

7. Cancellations and Amendments

Cancellation and amendment conditions may vary depending on the service, route, vehicle, promotional offer, and booking channel.

Where a service is advertised as including free cancellation or amendments, that benefit is subject to any conditions, deadlines, availability requirements, or exceptions communicated when the booking is made or confirmed.

Customers should notify Karena Travel as soon as possible if they need to cancel or amend a booking.

Changes are subject to availability and may result in a price adjustment.

If a customer cancels after any applicable free-cancellation period, fails to appear for the service, or cancels after the driver or vehicle has already been dispatched, Karena Travel may retain some or all of the booking amount to the extent permitted by applicable law and the conditions communicated for that booking.

Any specific cancellation or refund conditions contained in your booking confirmation will take precedence over general promotional statements on the website.

8. Refunds

Where a refund is approved, it will normally be returned using the original payment method where reasonably possible.

Banking institutions and payment processors may require additional processing time before a refunded amount appears in the customer's account.

Any non-refundable third-party fees will be handled in accordance with applicable law and the specific booking conditions.

9. Airport Transfers and Flight Delays

For airport pickup services, customers should provide the correct flight number wherever requested.

Karena Travel may use publicly available or third-party flight information to monitor expected arrival times.

We will make reasonable efforts to adjust airport pickup arrangements where a flight is delayed. However, flight monitoring information may occasionally be inaccurate or unavailable.

Customers must notify us as soon as reasonably possible regarding flight cancellations, major schedule changes, missed connections, changes of airport, or changes to the flight number.

If you arrive on a different flight without notifying us, we cannot guarantee that the original vehicle and driver will remain available.

10. Pickup and Waiting

Customers must be ready at the agreed pickup location at the agreed time.

For airport transfers, customers should proceed to the meeting point communicated in their booking confirmation or by their driver.

For hotel, villa, marina, residence, or other transfers, passengers should be ready at the agreed location before the scheduled departure time.

Reasonable delays may be accommodated where operationally possible. However, excessive waiting may affect subsequent bookings and may result in additional charges or cancellation of the service.

11. Passenger Responsibility

Passengers must behave responsibly and comply with reasonable instructions given by the chauffeur where those instructions relate to safety, vehicle protection, or applicable law.

We may refuse or terminate transportation where a passenger:

• Threatens or abuses the driver or other persons
• Behaves violently or dangerously
• Intentionally damages the vehicle
• Attempts to carry illegal items
• Creates a serious safety risk
• Is excessively intoxicated and cannot travel safely; or
• Requests the driver to break traffic or other applicable laws

Where a journey is terminated because of passenger misconduct, a refund may not be provided.

Customers may also be responsible for reasonable cleaning or repair costs arising from damage or excessive soiling caused by them or members of their party.

12. Luggage

Vehicle luggage capacities displayed on the website are estimates based on standard luggage sizes.

Customers must advise us in advance if they are travelling with unusually large or unusual items, including:

• Oversized suitcases
• Sporting equipment
• Golf bags
• Bicycles
• Surfboards
• Musical instruments
• Mobility equipment; or
• Other bulky items

We may require a larger vehicle or additional vehicle where the requested luggage cannot be safely transported in the booked vehicle.

Passengers remain responsible for checking that all personal belongings have been removed from the vehicle after the journey.

13. Children and Child Seats

Children must travel in accordance with applicable Turkish road safety laws.

Child seats may be provided upon advance request and subject to availability.

The customer is responsible for providing accurate information regarding the number and approximate age or size of children travelling so that an appropriate arrangement can be made.

A parent, guardian, or responsible adult must supervise children throughout the journey.

14. Vehicles

We aim to provide the vehicle category selected or confirmed at the time of booking.

However, where necessary due to mechanical issues, operational requirements, safety concerns, availability, or other unforeseen circumstances, we may provide a substitute vehicle of a similar or higher practical standard and capacity.

Images of vehicles on the website are illustrative. Exact vehicle specifications, colours, interior configurations and features may vary between vehicles.

15. Private Tours

Private tour times, routes, attraction stops and durations may be approximate.

Tour itineraries may be changed where reasonably necessary because of:

• Traffic
• Weather
• Road closures
• Safety conditions
• Attraction opening hours
• Government restrictions
• Local events; or
• Other circumstances outside our reasonable control

Unless expressly included in the booking confirmation, entrance tickets, meals, attraction fees, personal purchases and third-party activities are not automatically included in the transportation price.

16. Delays and Travel Times

Travel times shown on the website or communicated during booking are estimates.

Journey duration may be affected by traffic, roadworks, weather, accidents, police controls, public events, ferry schedules, road closures, or other external circumstances.

Although we make reasonable efforts to provide punctual service, we cannot guarantee arrival at an exact time where delays arise from circumstances outside our reasonable control.

Customers travelling to airports, events, cruises, meetings, or other time-sensitive commitments should allow an appropriate safety margin.

17. Force Majeure

Karena Travel will not be responsible for failure or delay in performing a service caused by circumstances outside our reasonable control.

Such circumstances may include severe weather, natural disasters, fires, floods, earthquakes, road closures, accidents, strikes, civil unrest, terrorism, war, epidemics, government restrictions, technical failures, airport closures, flight disruption, or other extraordinary events.

Where possible, we will attempt to offer an alternative arrangement, rescheduling, or other reasonable solution.

18. Third-Party Service Providers

Karena Travel may use authorized drivers, transportation partners, vehicle operators, technology providers, payment processors, or other suppliers where necessary to fulfil a booking.

We take reasonable steps to work with appropriate service providers. However, third-party services may also be governed by applicable laws and the provider's own terms.

Nothing in these Terms limits any rights you may have under mandatory consumer protection legislation.

19. Liability

Karena Travel will perform its services with reasonable care and skill.

To the maximum extent permitted by applicable law, Karena Travel will not be liable for indirect or consequential losses that were not reasonably foreseeable when the booking was made.

We are not responsible for losses arising directly from:

• Incorrect information supplied by the customer
• Passenger failure to arrive at the pickup location
• Delays caused by traffic or road conditions outside our control
• Airline cancellations or schedule changes
• Personal belongings left in a vehicle
• Acts or omissions of unrelated third parties; or
• Events of force majeure

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including liability that cannot legally be excluded for death, personal injury, fraud, gross negligence, or mandatory consumer rights.

20. Insurance and Safety

Transportation services are provided subject to applicable licensing, passenger transportation, road safety, and insurance requirements.

Passengers must follow seat belt laws and reasonable safety instructions at all times.

No request from a customer may require a driver to exceed speed limits, violate traffic laws, stop in an unsafe or prohibited location, exceed legally permitted driving hours, or otherwise operate a vehicle unlawfully.

21. Website Information

We make reasonable efforts to ensure that information published on karenatravel.com is accurate.

However, vehicle availability, prices, journey times, routes, descriptions, promotional offers, photographs, currency conversions, and other website information may change.

Obvious typographical, technical or pricing errors do not create a binding contractual obligation.

22. Intellectual Property

Unless otherwise stated, the website and its content—including branding, text, graphics, photographs, videos, design elements and software—are owned by or licensed to Karena Travel and are protected by applicable intellectual property laws.

You may use the website for personal and legitimate booking purposes.

You may not copy, reproduce, distribute, commercially exploit, scrape, modify, republish or systematically extract website content without prior written permission.

23. Third-Party Websites

Our website may contain links to third-party services such as payment providers, messaging platforms, social media networks, review platforms, or other external websites.

Karena Travel does not control those third-party websites and is not responsible for their content, security, availability, or privacy practices.

24. Privacy

Personal information collected in connection with bookings and use of our website will be handled in accordance with our Privacy Policy and applicable data protection laws.

25. Governing Law

These Terms are governed by the laws of the Republic of Türkiye.

Any dispute relating to these Terms or our services will be subject to the competent courts, consumer arbitration committees, consumer courts, enforcement offices, and other competent authorities determined under applicable Turkish legislation.

Nothing in this section restricts any mandatory consumer rights or jurisdiction rights that cannot legally be waived.

26. Changes to These Terms

We may update these Terms periodically to reflect changes to our services, business practices, technology, or applicable legislation.

The updated version will be published on our website together with a revised “Last Updated” date.

Changes will not retroactively remove rights already acquired under a confirmed booking unless required by law.

27. Contact Us

Questions regarding these Terms or a booking may be directed to:

Karena Travel

Website: karenatravel.com Email: info@karenatravel.com Telephone / WhatsApp: +90 (544) 411 00 72 Türkiye

TÜRSAB Class-A Travel Agency License No.: 16422