Cancellation and Refund Policy

1. Free cancellation

• You can cancel your booking free of charge up to 3 hours before the transfer time. No cancellation fee or deduction applies; the full amount you paid is refunded.
• This period is the same for all transfers. It does not change whether the transfer is within a city or between cities, or whether a driver has already been assigned to your booking.
• You can cancel yourself on the "My Account > My Reservations" page. If online cancellation is not available for your booking (for example because a driver has been assigned), cancelling through our customer service is also free of charge as long as there are more than 3 hours until the transfer time.
• For round-trip bookings, the outbound and return transfers can be cancelled separately. In that case only the price of the cancelled transfer is refunded.

2. Cancellations less than 3 hours before the transfer

No refund is made for cancellations less than 3 hours before the transfer time. At this stage the vehicle and driver have been reserved for your transfer and may already be on their way.

3. Waiting times and passenger no-show

• For airport pickups your flight is monitored. If your flight is delayed or rescheduled, your transfer is carried out on the same day at the new time at no extra charge; in this case the vehicle and driver details may change.
• For airport pickups the driver waits free of charge for 45 minutes after landing on domestic flights and 90 minutes on international flights. If you will be delayed for reasons such as lost baggage or passport control and you contact us, Progo may extend the waiting time free of charge where it deems necessary.
• For pickups other than airports, the driver waits 15 minutes from the transfer time and tries to contact you during this period. On your request, the driver waits a further 15 minutes free of charge.
• If we cannot reach you, you do not respond or you do not request additional waiting time by the end of the waiting period, the transfer is deemed completed and no refund is made.

4. Service not provided, incomplete or defective

• If the transfer cannot be carried out at all for a reason attributable to Progo or our supplier, the full amount you paid is refunded.
• Where the service is provided incompletely or defectively, the provisions of Turkish Consumer Protection Law No. 6502 and related legislation apply.
• Complaints about situations such as delays or vehicle changes are assessed under our satisfaction policy, and a partial or full refund may be made. At your choice, the refund is made either to the card you paid with or as a discount you can use on future bookings.

5. How and when refunds are made

• When you cancel free of charge, the refund process is started; the refund is sent to your card after approval by our finance team.
• Progo initiates the refund within 72 hours at the latest after the cancellation or the refund decision.
• Refunds are made to the credit or debit card used for payment, in the amount and currency paid. Refunds cannot be made to another account or card.
• The time it takes for the amount to appear on your card or account depends on banking processes. Progo guarantees that the refund will be made but cannot commit to your bank's processing times.
• For instalment payments, the refund is applied to the instalments according to your bank's practice.

6. Extra services

• Extra services purchased with the booking (meet and greet, child seat, etc.) are refunded together with the transfer price when the transfer is cancelled.
• If a prepaid extra service cannot be provided or is cancelled while the transfer is in progress, the partial and full refund conditions of this policy apply equally to the extra service. The refund is limited to the price of the extra service.

7. Discount and campaign codes

For bookings made with a discount or campaign code, the refund is based on the amount actually paid. Single-use campaign codes become usable again once the booking in which the code was used has been cancelled free of charge and its refund has been completed.

8. Right of withdrawal

As the transfer service is a passenger transport service, the 14-day right of withdrawal does not apply pursuant to Article 2(2)(h) of the Turkish Distance Contracts Regulation. You can cancel your booking free of charge under the conditions in section 1 of this policy.

9. Contact

For all cancellation and refund requests, you can reach us at:

• Email: support@progotravel.com
• Phone: +90 850 308 0 444
• NGT Turizm Seyahat Acenteliği Sanayi ve Ticaret Anonim Şirketi
• Address: Şerifali Mahallesi, Hendem Caddesi No: 38, 34764 Ümraniye / İstanbul, Türkiye
• Sarıgazi Tax Office, Tax ID 6311259375, MERSİS 0631125937500002
• Registered email (KEP): ngtseyahat@hs01.kep.tr