Booking, Cancellation and Refund Policy

All travel arrangements made through Capavia are subject to the availability, confirmation, and booking policies of the primary service providers, including but not limited to airlines, hotels, ground transportation companies, event venues, and local operators. Capavia does not own, operate, or directly control these services and acts solely as an intermediary travel management service provider between the Client and the relevant Supplier in accordance with applicable Turkish legislation, including consumer protection and package travel regulations where relevant.

Accordingly, Capavia cannot guarantee availability, pricing, schedules, or the proper performance of any travel service beyond what is officially confirmed and communicated by the Supplier. While Capavia facilitates reservations, coordination, and travel management processes, the contractual relationship regarding the delivery and execution of the travel service is established directly between the Client (or Traveller) and the third-party service provider. Capavia's responsibility is fulfilled by providing the service. Capavia accepts no responsibility in the event of any dispute between the customer and the supplier.

It is the responsibility of the Client to review and fully understand applicable fare rules, ticket conditions, cancellation terms, no-show policies, amendment penalties, and refund eligibility criteria prior to confirming any booking. Such conditions may vary significantly between Suppliers and may change depending on availability, fare class, operational requirements, Supplier policy revisions, or force majeure circumstances as recognized under Turkish law and international travel regulations.

In the event of any cancellation, modification, or refund request, the rules, limitations, and procedural requirements of the relevant Supplier shall apply in full. Capavia will provide administrative support and communication facilitation; however, it cannot override Supplier decisions, accelerate refund timelines, or alter the outcome of the Supplier’s evaluation process.

For all change, cancellation, or refund transactions, Capavia applies an administrative service and handling fee. The applicable fee structure is defined within the commercial agreement, service contract, or corporate framework agreement executed with the Client. Such fees cover operational coordination, documentation processing, Supplier liaison, and follow-up activities, and are non-refundable once the service intervention has been performed, irrespective of whether the request results in a refund, rescheduling, credit issuance, or rejection by the Supplier. Since the service fee agreed upon between the parties is binding only on the parties to that commercial relationship, the customer cannot request a discount from Capavia based on customers of a similar nature.

All requests for amendments, cancellations, refunds, or service support must be submitted in writing via email to info@Capavia.com.tr, together with relevant booking references, passenger details, and a clear written explanation of the request. Capavia will acknowledge receipt and respond within a reasonable timeframe, providing guidance on the next procedural steps in line with Supplier rules, contractual obligations, and applicable legal requirements.