Terms & Conditions
TERMS AND CONDITIONS
Last Updated: May 22, 2026
1. Introduction
Welcome to Trails Co. Ltd (“Trails,” “we,” “us,” or “our”). These Terms and Conditions apply to your use of our website, www.trails.com.tr, and to any services booked through Trails.
Our services may include private car hire with a driver, airport transfers, guided tours, private tours, custom itineraries, Tailored Journeys, event arrangements, and other travel-related services.
By using our website, requesting a quote, making a booking, or using our services, you agree to these Terms and Conditions.
2. Services
Trails offers private transportation, VIP transfers, private tours, guided experiences, itinerary planning, and tailored travel arrangements in Türkiye and selected destinations.
All services are subject to availability. We may refuse or cancel a service if we believe it is unsafe, unlawful, inappropriate, or not possible to provide.
Service details, inclusions, exclusions, pricing, pickup times, routes, and cancellation terms may vary depending on the booking.
3. Local Suppliers and Partners
Trails works with trusted local suppliers and partners to provide certain parts of our services. These may include drivers, guides, transportation companies, boat operators, hotels, restaurants, venues, activity providers, photographers, event providers, and other local service providers.
Some services may be delivered directly by Trails, while others may be delivered by independent local suppliers coordinated by Trails.
We carefully select our local suppliers and aim to work with reliable, professional, and experienced partners. However, local suppliers are responsible for the services they provide directly.
Where a local supplier’s own terms, cancellation rules, safety rules, or availability conditions apply, these may also form part of your booking.
If a local supplier cancels or becomes unable to provide a service, Trails will make reasonable efforts to arrange a suitable alternative, reschedule the service, or provide a refund where applicable.
4. Bookings
Bookings may be made through our website, email, telephone, WhatsApp, or another approved communication channel.
A booking is confirmed only when Trails has confirmed availability and any required payment or deposit has been received.
You are responsible for providing accurate information when booking, including names, dates, times, hotel details, flight details, pickup and drop-off locations, guest numbers, and contact details.
Trails is not responsible for delays, missed services, or additional costs caused by incorrect or incomplete information provided by the client.
5. Payment
Full or partial payment may be required to confirm a booking.
We accept payment by credit card, debit card, online payment gateway, bank transfer, or other approved payment methods.
Prices may be listed in USD, GBP, EUR, TRY, or another stated currency.
Unless otherwise stated, applicable taxes are included in listed prices where required by law.
Any bank fees, card fees, payment processing fees, or currency conversion charges are the responsibility of the client.
6. Cancellations and Refunds
Unless different cancellation terms are stated in your booking confirmation, the following cancellation policy applies:
Private Tours, Transfers, and Standard Services:
- 48 hours or more before the service date: Full refund
- 24 to 48 hours before the service date: 50% refund
- Less than 24 hours before the service date: Non-refundable
Tailored Journeys and Bespoke Arrangements:
Tailored Journeys are custom-made services that may include third-party bookings such as hotels, activities, restaurants, guides, vehicles, boats, venues, or event services.
Because these arrangements often involve non-refundable supplier costs, the following cancellation terms apply unless stated otherwise:
- More than 14 days before the start date: Partial refund may be possible, subject to supplier policies and costs already incurred
- 7 to 14 days before the start date: Up to 50% cancellation fee may apply
- Less than 7 days before the start date: Non-refundable
Any non-refundable supplier costs, payment processing fees, bank charges, or services already provided may be deducted from any refund.
Refunds are usually issued to the original payment method within 7 to 14 business days, although actual processing times may depend on banks, payment providers, or local suppliers.
7. Changes to Bookings
You may request changes to your booking by contacting Trails in writing.
Changes are subject to availability and may result in additional fees.
Trails may need to adjust routes, timings, suppliers, venues, restaurants, activities, or itineraries due to weather, traffic, road conditions, availability, safety concerns, local events, or other circumstances beyond our control.
If a major change is necessary, we will make reasonable efforts to offer a suitable alternative.
8. No-Shows and Late Arrivals
Clients are expected to be on time for all scheduled services.
If you are late, the service time may be shortened or additional waiting charges may apply.
Delays of more than 15 minutes without notice may be treated as a no-show.
No-shows are non-refundable.
For airport transfers, clients must provide accurate flight details. Trails will make reasonable efforts to monitor delays where possible, but we are not responsible for issues caused by incorrect or missing flight information.
9. Client Responsibilities
Clients agree to:
- Provide accurate booking information
- Arrive on time
- Follow local laws and safety instructions
- Treat drivers, guides, suppliers, vehicles, venues, and staff with respect
- Avoid illegal, unsafe, abusive, or disrespectful behavior
- Take care of personal belongings
- Inform Trails in advance of any special requirements, allergies, accessibility needs, or medical concerns
Trails, drivers, guides, or suppliers may refuse or stop service without refund if a client behaves in an unsafe, unlawful, abusive, or inappropriate way.
10. Health, Safety, and Accessibility
Clients are responsible for deciding whether a service, tour, activity, or itinerary is suitable for their health, fitness level, age, mobility, and personal circumstances.
Some tours, activities, beaches, boats, ancient sites, restaurants, villages, or venues may involve stairs, uneven ground, walking, heat, weather exposure, or limited accessibility.
Please inform Trails before booking if you have mobility needs, medical conditions, allergies, dietary requirements, or other special requests.
We will do our best to accommodate special requirements, but we cannot guarantee that every location, vehicle, supplier, or activity will be suitable for all guests.
11. Personal Belongings
Clients are responsible for their own personal belongings at all times.
Trails is not responsible for lost, stolen, forgotten, or damaged items left in vehicles, hotels, boats, restaurants, venues, attractions, or other locations.
If an item is found, we will make reasonable efforts to help return it. Any delivery or courier costs will be the client’s responsibility.
12. Limitation of Liability
Trails aims to provide services with reasonable care and professionalism.
To the fullest extent permitted by law, Trails is not responsible for:
- Delays caused by traffic, weather, road closures, accidents, flight delays, or other events outside our control
- Lost, stolen, or damaged personal belongings
- Indirect or consequential losses
- Missed flights, reservations, activities, or connections unless directly caused by our proven negligence
- Acts, omissions, delays, or failures of independent local suppliers
- Losses caused by incorrect or incomplete information provided by the client
Where Trails is legally responsible for a loss, our total liability is limited to the amount paid for the affected service, unless the law does not allow such limitation.
Nothing in these Terms limits liability where it would be unlawful to do so.
13. Force Majeure
Trails is not responsible for failure to provide, delay, cancellation, or changes caused by events beyond our reasonable control.
These may include, but are not limited to:
- Extreme weather
- Natural disasters
- Road closures
- Traffic accidents
- War, unrest, or terrorism
- Strikes
- Government restrictions
- Pandemics
- Technical or mechanical failures
- Supplier cancellations
- Flight delays or cancellations
- Ferry, port, or marina disruptions
In such cases, Trails will make reasonable efforts to reschedule, adjust, or replace the affected service where possible.
14. Privacy and Data Protection
By using our website or services, you agree to our Privacy Policy, available at:
www.trails.com.tr/privacy-policy
We collect and use personal information to respond to inquiries, manage bookings, process payments, coordinate with suppliers, provide services, and improve customer experience.
We may share necessary booking information with local suppliers when required to deliver the service.
Payments are processed securely by third-party payment providers.
15. Website Content
All content on www.trails.com.tr, including text, images, logos, itineraries, service descriptions, and branding, belongs to Trails or its content providers unless otherwise stated.
You may not copy, reproduce, distribute, or commercially use our website content without written permission.
16. Complaints
If you experience an issue during your service, please contact Trails as soon as possible so we can try to resolve it.
Complaints may be sent to:
Email: info@trails.com.tr
Please include your booking details, a description of the issue, and any relevant supporting information.
17. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales, unless mandatory local consumer or travel laws apply.
Where services are provided in Türkiye, Turkish laws and regulations may also apply to the performance of those services.
Nothing in these Terms affects any mandatory consumer rights you may have under applicable law.
18. Changes to These Terms
Trails may update these Terms and Conditions from time to time.
Updated Terms become effective when published on www.trails.com.tr.
The Terms in effect at the time of your confirmed booking will generally apply to that booking.
19. Contact Information
Trails Co. Ltd
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Website: www.trails.com.tr
Email: info@trails.com.tr
Phone: +90 850 441 3944