A Registered Member Of Turkish Travel Agencies Association (TURSAB license 8812) and The Chamber of Shipping (DTO)
1. All holidays and offers on this website are sold subject to the following conditions.
2. SAILNSTAY registered trademarks of and operated by SAILNSTAY and will hereafter be referred to as “SAILNSTAY”, “us” or “we”.
3. We intend to set out the responsibilities that we at SAILNSTAY have to you (the Client) and any member of your party and that the Client, in turn, has to us when a contract is made between us and the Client. You should, therefore, read and understand the contents.
4. Boat, Gulet, yacht, the ship is hereafter referred to as ‘vessel’. Tour/cruise and holiday are hereafter referred to as a product. Seller/travel agency is hereafter referred to as ‘agent.’
5. The person whose name is on the booking contract will be considered the group’s leader and, therefore, accepts these terms and conditions for and on behalf of all the persons named on, substituted or added to the booking reservation form. All persons named will be deemed to have read, understood and accepted all Booking Conditions.
6. All trips featured on SAILNSTAY websites, brochures and in-store are operated by or sold by SAILNSTAY as an agent of local Operators/providers and our local products. Your contract will be with SAILNSTAY as an agent of other Product Operators.
7. All prices shown/displayed are current when the website is posted online. The information given here is based on the latest information available. The prices may increase/or decrease actively online due to various reasons. This would not affect your rates or terms once your booking has been confirmed.
8. Liability of SAILNSTAY: SAILNSTAY accepts no liability if additional costs to the Client are incurred through delay, accident or disruption of the Product (s) beyond the control of SAILNSTAY. Regarding carriage by air, sea, and rail and the provision of accommodation, SAILNSTAY’s liability in the said cases will be limited in the manner provided by the relevant international conventions. SAILNSTAY can accept no responsibility for schedule changes and delays due to breakdowns in machinery or equipment, strikes, theft, baggage loss/damage, or injury arising out of or in connection with hotel accommodation or any transportation, baggage handling, or any matter related hereto. The Client will bear all such losses or expenses.
9. No-Show: If a client fails to join a product or joins it after departure or leaves before product completion, no refund by SAILNSTAY will be made.
10. Agent’s responsibility: your agent is responsible for advising SAILNSTAY of any special requirements you may have and communicating any changes or alterations advised to your agent by SAILNSTAY.
11. Information and Pricing Policy Before a booking is confirmed, SAILNSTAY reserves the right to amend any brochure, website and in-store prices due to any circumstances outside the control of SAILNSTAY such, as but not limited to changes relating to governmental action, increases in transportation costs (including schedule airfares and the cost of fuel) changes in any dues, taxes or fees chargeable for services (including landing taxes or embarkation/disembarkation fees at airports), We reserve the right to change or adjust any of the facilities, transport, services, increases in admission fees itineraries, prices gasoline price increases and similar causes or vessels described here without being liable for any compensation or refund. Increases in admission fees and exchange rates. In such a case, each passenger (Client) could be required to pay an additional amount for the Product reflecting such increases.
12. Client Exclusion and Local Law Clients agree to accept the authority and decisions of SAILNSTAY employees and its supplier’s employees and representatives whilst on the Product. If, in the opinion of such persons, the health or conduct of a Client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the Product, the Client may be excluded from all or part of the Product without prior notice or any liability on the part of SAILNSTAY. In the case of the Client’s ill health, SAILNSTAY may make such arrangements as it sees fit and will recover the costs thereof from the Client. Passengers (clients) agree to comply with Turkey’s laws and regulations. SAILNSTAY shall not be liable to Clients who commit illegal or unlawful acts whilst on the Product.
13. Flight, Ferry and Bus Intermediary. SAILNSTAY is an intermediary between the Client and any flight/ferry/bus companies; if the company makes any changes, including delays, cancellations or any other unforeseen circumstance, SAILNSTAY holds no liability. If the company issues any changes, SAILNSTAY guarantees contact with their clients to inform them of the changes, delays and cancellations. In case of delays, SAILNSTAY will not issue refunds, however in cases of cancellations by the flight, ferry or bus company, refunds will be given as per the relevant companies their terms and conditions. SAILNSTAY is always on the Client’s side and will do everything in their best interest.
14. Adventure Activities SAILNSTAY can arrange for the Client to participate in ‘Adventure activities’ such as Paragliding, Diving or Hot Air Ballooning, for example; however, as a representative agent for the activity companies, any legalities resulting from accident, damage or loss is in no way the responsibility of SAILNSTAY, the Client undertakes such risks at their own volition. However, as an intermediary between the Client and the adventure company, SAILNSTAY will fulfil its Duty of Care by providing products of a reasonable standard and supplying any necessary information. The Client is responsible for knowing the possible risks in their chosen activity. SAILNSTAY accepts no liability if there has been no fault on the part of SAILNSTAY or its suppliers, and the reason for the claimed damages was either the Client’s fault or a result of unusual circumstances beyond the control of SAILNSTAY or of any consequences that could not have been avoided even with all due care.
15. Travel Documentation It is the responsibility of the Client to have a valid passport (of which many countries require passports to be valid for six months beyond your stay), the correct visa for entry into Turkey; despite it being an online visa, it is recommended to print it out, we have posted the link here for all information https://www.evisa.gov.tr/en/info/what-is-an-e-visa/ vaccinations, preventative medicines, and other medical certificates and all necessary travel documents. SAILNSTAY is not liable for damages arising from changes in regulations or laws to the required travel document requirements. Information about these matters is given in good faith by SAILNSTAY but without liability. In the case of lost or stolen documents, while SAILNSTAY is more than happy to assist in any way possible, we cannot be held responsible for any additional costs, and the Client is not entitled to any reimbursement or compensation of paid travel expenses.
16. Travel and Health insurance Clients are entirely responsible and strongly advised by SAILNSTAY to obtain their Travel and Health insurance (sickness & accidents), covering baggage loss/damage, theft, and cancellations. Repatriation or otherwise while travelling. In case of these events during the Product, we shall not be liable for any cost or expense arising from that place. All commercial and public purpose vessels used by SAILNSTAY are required by Turkish law to have minimum liability insurance.
17. Health and Conduct Before booking, all Clients are expected to satisfy themselves that they are fit and able to complete the itinerary of their chosen Product. Clients with pre-existing medical conditions or illnesses must declare the true nature of such conditions when booking and make arrangements to provide any medication or other treatment required during the Product. Such a client is required to provide a medical statement from a General Practitioner to confirm they are fit to travel. Failure to make any such disclosure will breach these booking conditions and relieve SAILNSTAY from any obligations and liability. Inoculations and Allergies: The Client is responsible for having any vaccinations required for your intended destinations. Clients must advise SAILNSTAY of any allergies or other physical conditions that might affect them during the Product. Any other relevant medical and health information should be disclosed to SAILNSTAY before booking.
18. Airport transfers from any airport in Turkey can be included at an extra cost. Full flight details, including arrival time and flight number, must be provided at least two weeks before arrival. Failure to provide complete and correct information may void any refunds for transfers.
19. Free Time Certain periods during the Product may be designated as “free time”. These periods are provided primarily to allow the Client to rest, relax and explore. The Client is free to use this free time as they wish. SAILNSTAY does not accept responsibility for any loss, accident or injury during such ‘free time’.
20. Photography: Our company representatives may take photographs and films of our Clients using any SAILNSTAY Product. Any client who feels uncomfortable in these circumstances should let the captain or crew know so they are not photographed while on board. SAILNSTAY reserves the right to use said material for any advertising or promotion without obtaining further consent. SAILNSTAY also reserves the right to use any comments Clients make, questionnaires or complimentary letters concerning SAILNSTAY or its Products in promotional literature without obtaining further consent. If the Client does not want any images to be used by SAILNSTAY, they may advise us by email.
21. Personal Data: All Client data is protected under Turkey’s “Protection of Personal Data” laws. It is considered that when the contract is signed, the Client agrees to use this data. SAILNSTAY reserves the right to use said data for direct marketing purposes, market research, client demographics, statistics and information for SAILNSTAY and its business partners. If the Client does not want any data to be used by SAILNSTAY, they may advise by email and said data would be destroyed.
22. Acceptance of Terms:
Receipt of a deposit or final payment indicates that product participants (clients) have read and accepted all the above and affiliated website’s terms and conditions and agree to abide by them.
23. Private Yacht Charters
23.1. Confirmation / Deposit Payment For SAILNSTAY Private Yacht Charters: Bookings can only be confirmed when a minimum deposit of 30% to 60% (depending on vessel class) has been received by SAILNSTAY. On rare occasions, some charters may request full payment. The amount will be confirmed automatically by our online booking system or with a team member if the booking is made via E-mail. It is also the client’s responsibility to check and confirm to SAILNSTAY that they have received all bookings, tickets, itineraries, and any other relevant information.
23.2 SAILNSTAY Private Yacht Charters Balance Payment:
Depending on each vessel, some charters require pre-payment, and some require payment on arrival; our crew will notify you during the booking process.
23.2.a. Bookings with Pre-payment requested: The balance should be paid eight weeks before arrival unless agreed differently between SAILNSTAY and the client over emails. Our crew will notify you of all payment dates during booking, and confirmation will be sent to you by E-mail.
23.2.b. Bookings with ‘Arrival Payment’ requested: Some charters will request A balance payment on arrival. For this option, If you wish to pay the Balance by card/bank transfer. Regarding Balance payments, besides the Euro, we also accept Lira, USD, GBP, CAD, and AUD currencies that will be converted with xe.com exchange rates.
23.3. Cancellations By Clients. Clients can cancel their contract with SAILNSTAY at any time. The cancellation will be effective when SAILNSTAY receives a written request from the Agent or for direct bookings from the Client. Clients who wish to cancel their charter product for any reason shall be entitled to reimbursement, the amount of which depends on the timing of the cancellation; see below.
Cancellation Fees for SAILNSTAY Private Yacht Charters Cancellation Fees:
• More than one year before the product begins, the total amount will be refunded in the event of cancellation.
• Between 1 year and 180 days before the beginning of the product, in the event of cancellation, 30% of the value of the charter package.
• Between 179 days and 90 days before the beginning of the product, in the event of cancellation, 50% of the value of the charter package.
• Less than 89 days notice before the beginning of the product in the event of cancellation, 100% of the value of the package holiday.
• No refund whatsoever is given to a partially used product or service.
23.4. Cancellation By SAILNSTAY (Force Majeure) We reserve the right to cancel any confirmed booking in the unusual circumstances of force majeure, defined here as war, the threat of war, riot, civil strife, industrial dispute, terrorist activity (threatened or actual), natural or nuclear disaster, fire, adverse weather conditions, flight cancellation, or any other external circumstances beyond the control of SAILNSTAY. Compensation is not available if SAILNSTAY is forced to cancel or in any way change a product due to force majeure
23.5. Captains Authority and Responsibility All passengers are contractually obliged to comply with the vessel rules for their safety, upon embarking, all SAILNSTAY vessels there is a meeting explaining safety procedure and vessel rules. The Captain has the authority to change the navigation itinerary for the clients’ safety, the crew and the vessel. Any high-risk activity or water sports that the client wishes to partake in is done solely at their own risk and must adhere to and comply with local regulations, the opinion of the crew, and have all the necessary permits and skills. Our Captains also have the overall authority to terminate any product early due to any circumstances connected to adverse weather, dangerous and highly inappropriate behaviour of the passengers or sudden deterioration of anyone’s medical condition. The vessels’ rules are a constituent of these general terms and conditions.
23.6. Complaints For Yacht Charter In the unlikely event of a complaint, it should be brought first to the attention of the Captain and crew during the product. If the complaint cannot be remedied at this time, then the client must bring the complaint to the attention of the SAILNSTAY office so that SAILNSTAY can take immediate action. Suppose SAILNSTAY cannot resolve the problem immediately. In that case, a complaint must be made in writing by the Client and sent to SAILNSTAY within 30 days of completion of the product, and the passenger(client) should submit appropriate evidence regarding the complaint. Complaints received 31 days or more after the completion of the product will not be acknowledged. Furthermore, SAILNSTAY is not obliged to resolve any complaints not submitted earlier on-site.
23.7. Exclusions Extra beverages, food or snacks, Fuel for the water sports (for vessels which have water sports available onboard), international port fees, airport arrival/departure taxes, transfers, land products, and excursions, professional product guides, visas, personal insurance, personal items such as but not limited to, telephone, fax or Internet/E-mail access charges, film, fees for taking photographs or videos in specific locations, fees for changing money, medical expenses, excess baggage fees, customs duties, shopping and tips or gratuities.
23.8. Vessel Capacity. Each vessel has an official capacity of the number of passengers (clients), which is clearly stated on all our sites and brochures. When booking with SAILNSTAY, you must inform us of the exact number of passengers (clients) included in the product.
23.9. Vessel Engine Failure or Breakdown In the case of a vessel breakdown, SAILNSTAY has 48 hours to resolve the problem by repairing the vessel or replacing it with another boat. No refund of any kind will be made under these circumstances. (for any other complaints, please refer to section 23.6.)
23.10. Unforeseen Changes to Chartered Vessel, Routes or Ports. SAILNSTAY has the right to change any pre-arranged/pre-booked chartered vessel in the event of unforeseen circumstances, taking into account our client’s best interest at all times. In such cases, we will offer a vessel of the same or a higher standard. We will endeavour to provide alternative dates on public holidays and during the peak times of the season when an alternative may not be available. These changes may also affect departure/arrival ports and routes, and if this is the case, SAILNSTAY will cover all transfer costs to new ports. No extra charges will result to the client; however, no refunds will be given under these circumstances.
23.11. Duty Of Care If the product includes a Private Yacht Charter, the group leader will be obliged to take due care of the inventory and equipment of the vessel during the product. It is the responsibility of the Client to pay for such damage directly to the captain or the captain of the vessel before the end of the product unless agreed otherwise
24. Cabin Cruises
24.1. Confirmation / Deposit Payment for Cabin Cruises: Bookings can only be confirmed when SAILNSTAY has received a deposit. On rare occasions, some charters may request full payment. The amount will be confirmed automatically by our online booking system or with a team member if the booking is made via E-mail. It is also the Client’s responsibility to check and confirm to SAILNSTAY that they have received all bookings, tickets, itineraries, and any other relevant information.
24.2. PAYMENT PROCEDURE for Cabin Cruises
24.2.a. Balance payments:
Paid on arrival to Turkey at the check-in; some charters require pre-payment. For ‘arrival payments’, we accept the EUR, USD, GBP, AUD or Turkish Lira balance.
Balance payment will be taken at the current exchange rate on the day of payment; we use xe.com for exchange rates.
24.2.b. SAILNSTAY accepts no responsibility for variations in the final transaction amount due to fees and exchange rates used by banking institutions.
24.3. Cancellations By Clients: Clients can cancel their contract with SAILNSTAY anytime. The cancellation will be effective when SAILNSTAY receives a written request from the Agent or for direct bookings from the Client. Clients who wish to cancel their charter product for any reason shall be entitled to reimbursement, the amount of which depends on the timing of the cancellation; see below.
24.4. Cancellation Fees and Policies for SAILNSTAY Cabin Cruises.
Cabin Charter Cancellation Policies:
• With 45 or more days’ notice, SAILNSTAY will accept cancellation and refund all money except for an agreed 30% of the total product cost.
• 21 to 45 days’ notice, SAILNSTAY will accept cancellation and refund all money except for an agreed 50% of the total product cost.
• 20 days or less notice for cabin charters: no refunds.
24.5. Open Date Transfer Policy on selected cruises.
24.5.a. Due to any unforeseen events where a Client’s circumstances change, if notice is given three weeks (21 days) before the cruise, SAILNSTAY will offer the Client an open date option with no surcharge or transfer fees.
24.5.b. All deposits from the original booking will transfer to the new product dates to be confirmed between the Client and SAILNSTAY.
24.5.c. All dates will depend on availability, and prices may increase or decrease depending on advertised prices when the new booking is confirmed.
24.5.d. There are nine fixed Cabin Charter routes between the ports of Fethiye and Kekova. SAILNSTAY Open Date Transfer policy is only available on these nine routes
24.5.e. Our Open Date Transfer Policy is unavailable for any Cabin Charter Cruises departing from or arriving at the following ports: Bodrum, Marmaris, Antalya or the Greek Islands.
24.6. No refund is given for a partially used product or service.
24.7. Cancellation By SAILNSTAY We reserve the right to cancel any confirmed bookings due to unusual circumstances such as adverse weather conditions, fire or flight cancellations, or any external circumstances beyond the control of SAILNSTAY. In all circumstances, an alternative product will be offered to the Client. This may result in alternative arrival and departure ports from the original booking. SAILNSTAY will meet all port transfer costs. Clients will receive a full refund if SAILNSTAY cannot provide an alternative product.
If a minimum number product fails to secure sufficient bookings of 5 or fewer clients on any departure date, then SAILNSTAY reserves the right to cancel the product, In this case, SAILNSTAY will do their best to find a suitable alternative. The Client will be given the option of changing to an alternative cruise, which could be on the same date or a maximum of 5 days before or after the original booking date. Due to these circumstances, the Client may need to arrive and depart at a different port. If SAILNSTAY cannot find an alternative date that meets the Client’s plans, the Client will have the option of a full refund. However, this does not mean that every booking of 5 or fewer clients will be cancelled. SAILNSTAY will inform the Client or the Client’s Agent.
24.8. Accommodation on Cabin Cruises-
All products have two different types of accommodation options: a) Shared Cabin Available and b) Shared Cabin Not Available.
24.8.a. Shared Cabin Available: On these products, we have Double, Twin, Triple and Quad cabin options. Every vessel has a different cabin layout and bed type. As a Vessel may change due to unforeseen circumstances, the cabin layout can also change, cabins may have to be allocated at the last minute, and we can not guarantee the cabin you will receive under these circumstances.
24.8.b. Shared cabins are not available: On these products, all cabins have double beds; shared cabins, triples and quads are not available. Solo travellers or when travelling in a group with odd numbers (i.e. 3/5/7, etc.), one person must pay a single supplement fee and book a cabin. A single supplement fee is payable and can be 70-100% (depending on the season) more than the advertised price.
Details of all separate routes can be found on SAILNSTAY cruises. Each chosen route shows details of accommodation under the important information section.
Couples: If notified at the time of booking, we will arrange a private cabin for couples. We always try to put couples in a cabin with a double bed, but depending on the vessel layout, you may be in a private cabin with twin beds.
24.8.c. Solo clients / Non-Couples: Clients may be placed with other passengers in a Double, Twin, Triple or Quad cabin, which could be mixed gender (we will always try to match same-gender first, but it is not guaranteed). Solo clients can pre-book a private cabin with a single supplement fee of 70-100% more than the advertised price.
24.9. Cabin Cruise Complaints: In the unlikely event of a complaint, it should be brought first to the attention of the Captain and crew during the product. If the complaint cannot be remedied at this time, then the Client must bring the complaint to the attention of the SAILNSTAY office so that SAILNSTAY can take immediate action. Suppose SAILNSTAY cannot resolve the problem immediately. In that case, a complaint must be made in writing by the Client and sent to SAILNSTAY within 30 days of completion of the product, and the passenger(Client) should submit appropriate evidence regarding the complaint. Complaints received 31 days or more after the completion of the product will not be acknowledged. Furthermore, SAILNSTAY is not obliged to resolve any complaints not submitted earlier on-site.
24.10. Exclusions Airport arrival/departure taxes, visas, personal insurance, personal items such as but not limited to extra beverages, food or snacks at times other than your meal included on the itinerary, telephone, Internet/E-mail access charges, film, fees for taking photographs or videos in specific locations, costs for changing money, medical expenses, excess baggage fees, customs duties, shopping, tips or gratuities. In short, if not mentioned in the inclusions section of the itinerary, then it’s not included in the product.
24.11. Vessel Engine Failure or Breakdown In the case of a vessel breakdown, SAILNSTAY has 48 hours to resolve the problem by repairing or replacing it with another vessel. No refund of any kind will be made under these circumstances. (for any other complaints, please refer to section 24.9)
24.12. Cabin Charter Guidelines and Regulations. Each vessel has different guidelines and regulations that they implement, Some products can accommodate dietary requirements, A few vessels have air conditioning stated, but most do not. Some have age limits; some do not allow children on board. Clients should check each cruise’s information thoroughly before booking is confirmed. After confirmation of booking, these rules were accepted and understood.
24.13. Extra Bar Payments and Price Changes On all existing Cabin Charters, the Bar Tab/Bill is to be paid in cash only. Drink rates can be subject to price changes at any time.
24.14. Changes to Cabin Itinerary or Port. SAILNSTAY reserves the right to change the carrier utilized or any part of the itinerary in the event of unforeseen circumstances, taking into account our Client’s best interest at all times. In such cases, we will offer an alternative. We will endeavour to provide alternative dates on public holidays and during the peak times of the season when an alternative may not be available. These changes may also affect departure/arrival from the original ports and routes, and if this is the case, SAILNSTAY will cover all transfer costs to new ports from the original ports on the booking. No extra charges will result to the Client; however, no refunds will be given under these circumstances.
25. SAILNSTAY TURKEY TRAVEL & LAND TOUR PRODUCTS
25.1. Deposit Payments for SAILNSTAY Turkey: Bookings for all products can only be confirmed when a deposit or the full payment has been received by SAILNSTAY The amount of which will be confirmed automatically by our online booking system or with a member of our team if the booking is made via E-mail.
25.2. Balance Payment: SAILNSTAY Turkey
25.2.a. Depending on the product, payment may be requested either before the departure or on arrival. All products are processed individually and all details will be confirmed on either your ticket or your itinerary.
25.2.b. Balance payments Paid on arrival to Turkey at the time of check-in, some products require pre-payment. Regarding Balance payments, besides Euro, we also accept Lira, USD, GBP, CAD, and AUD currencies that will be converted with xe.com exchange rates.
25.2.c Payment will be taken at the current exchange rate on the day of payment, we use www.xe.com for exchange rates.
25.2.d. SAILNSTAY accepts no responsibility for variations in the final transaction amount due to fees and exchange rates used by banking institutions.
25.3. Cancellations By Clients. Clients can cancel their contract with SAILNSTAY at any time. The cancellation will be effective at the time that SAILNSTAY receives a written request from the Agent or for direct bookings, from the Client. Clients who wish to cancel their charter product for any reason shall be entitled to reimbursement, the amount of which depends on the timing of the cancellation, see below.
Cancellation Fees and Policies for SAILNSTAY Turkey Travel and Land Tour Products
Cancellation Fees: (Incorporating Products, Hotels, Buses and Ferry)
• 45 or more days notice SAILNSTAY will accept cancellation and refund all money, except for an agreed 30% of the total product cost. Plus third party: Flight, Hotel, Ferry and Bus cancellation fees.
• 21 to 45 days notice SAILNSTAY will accept cancellation and refund all money, except for an agreed 50% of the total product cost. Plus third party: Flight, Hotel, Ferry and Bus cancellation fees.
• 20 days or less notice for land tours and cabin charters alike: no refunds of any kind.
• SAILNSTAY is an intermediary between Flight, Hotels, Ferry and Bus companies all of which have separate cancellation fees. The client will be notified of all charges regarding the cancellation of any/all of these services.
25.4. Open/Alternative Date Transfer Policy Due to any unforeseen events where a Clients circumstances change if notice is given 3 weeks (21 days) before the product, SAILNSTAY will offer the Client an open date option with no surcharge or transfer fees. All deposits from the original booking will transfer over to the new dates to be confirmed between the client and SAILNSTAY. All dates will depend on availability and prices may increase or decrease depending on advertised prices when the new booking is confirmed. This policy does not cover any flights, hotels, ferry or bus cancellation fees, it will be deducted and will be added to the balance of your next confirmed booking.
25.5. Cancellation By SAILNSTAY. SAILNSTAY reserve the right to decline and cancel any confirmed booking at our discretion without further explanation.
25.6. Product Exclusions International flights, Airport arrival/departure taxes, Customs duties, Visas, Personal/Health insurance, Medical expenses, Extra baggage fees on any flights, extra meals or beverages not included in the product itinerary, entrance fees that are not stated as part of the product, fees for changing money, fees for taking photographs or videos in certain locations, laundry, tips or gratuities, Any personal items. If not mentioned in the inclusions section of the itinerary then it’s not included in the product.
25.7. Product Changes. SAILNSTAY reserves the right at any time to change the carrier utilized, hotel or any part of the itinerary, in the event of unforeseen circumstances taking into account the best interest of our client at all times. In such cases, we will offer an alternative. On public holidays and during the peak times of the season when an alternative may not be available, we will endeavor to offer alternative dates. These changes may also affect departure/arrival from cities/ports if this is the case SAILNSTAY will cover all transfer costs to new destination/ports from original destination/ports on the booking. No extra charges will result to the client, however, under these circumstances, no refunds whatsoever will be given.
25.8. SAILNSTAY Turkey land tours and travel Complaints
25.8.a. In the unlikely event of a complaint, regarding during the product, clients must immediately bring the complaint to the attention of SAILNSTAY crew member immediately (if available), or at the first opportunity at head office, so that action can be taken.
25.8.b. Should SAILNSTAY be unable to resolve the problem immediately, a complaint must be made in writing by the Client and sent to SAILNSTAY within 30 days of completion of the product.
25.8.c. Complaints that are received 31 days or more after the completion of the product will not be acknowledged.
25.8.d. Furthermore, SAILNSTAY is not obliged to resolve any complaints that had not been submitted earlier on site.
25.9. Vessel Engine Failure or Breakdown If your product includes a vessel product, In the case of a breakdown of a vessel, SAILNSTAY have got 48 hours to resolve the problem by repairing the vessel or by replacing it by another vessel. No refund of any kind will be made under these circumstances. (for any other complaints please refer to section 25.8)
25.10. Guaranteed Departure Products on land tours. A very large number of our products are guaranteed – Guaranteed Departure Products are guaranteed to depart on the dates advertised in the brochure except where beyond the control of SAILNSTAY by Force Majeure.
25.11. Minimum Number Products on land tours Very few products operated by SAILNSTAY have a minimum number requirement. If a minimum number product fails to secure sufficient bookings, then SAILNSTAY reserves the right to cancel the product, SAILNSTAY will do their best to find a suitable alternative. The Client will be given the option of changing to an alternative product of comparable value or upgrading. If SAILNSTAY is not able to find an alternative product with a date that meets the Client’s plans, the Client will have the option of a full refund. SAILNSTAY will inform the Client or Client’s Agent.
25.12. Domestic Flight Luggage allowance – on all SAILNSTAY Package products that include a domestic flight the baggage allowance is 15 Kilograms per person (client) if any extra weight allowance is required then SAILNSTAY must be notified by the client at the time of booking. All extra allowance weight above 15 Kilograms is subject to extra charges depending on the airlines. If the client baggage allowance is overweight, SAILNSTAY takes no responsibility for any costs.
25.13. Hotel/Airport Transfers Any hotel or Flight booked by the client independently, SAILNSTAY will need accurate information of the pickup and drop off points for transfers. Details of all online hotel/flight booking documents must be emailed to us, 2 weeks before the start of the product. (information must include flight number, times, hotel name, address etc). If a client provides SAILNSTAY with incorrect information SAILNSTAY will not be responsible for any liabilities.
25.14. Hotel Accommodation
25.14.a. Picking the right hotel On package products, where accommodation is included, SAILNSTAY will do its best to pick the right hotel. The client will receive a detailed itinerary with the hotel listed and we will ask for confirmation. The client is responsible for checking details of the hotel including reviews, locations etc. If the client is not happy with the accommodation, the client should let us know immediately, before the itinerary is approved. After the itinerary is approved, if the client changes their mind there is no guarantee that an alternative hotel will be offered.
25.14.b. Hotel Complaints If there are any problems or concerns whilst at the chosen hotel, it is the full responsibility of the hotel to make any amends to the client and to take action under the hotel’s rules and regulations.
25.14.c. Hotel Check in Check out times On all package products, all hotel check-in and check-out times vary, according to individual hotel policy. SAILNSTAY Package product does not include early check-in or late check-out fees.
25.15. Daily Pick Up & Drop off Times
25.15.a. pick up and drop off times on bookings or publications are all estimated times.
25.15.b. pick up and drop off times could change or delayed because of events outside of SAILNSTAY control (ie traffic) If any changes occur you will always be informed before the product by SAILNSTAY. (by either email, text notifications or notification on reception at the hotel or face-to-face).
25.15.c. The client must be ready at the time given so it does not affect onward pickups. If the client is not at the arranged place at the arranged time, SAILNSTAY reserves the right to continue with the product without the client. No refund will be given for the product under these circumstances.
25.16. Captains Authority and Responsibility If part of your product includes a blue cruise then all clients are contractually obliged to comply with the vessel rules for their safety, upon embarking, all SAILNSTAY vessels there is a meeting explaining safety procedure and vessel rules. For the safety of the clients, the crew and the vessel the Captain has the authority to change the navigation itinerary. Any high-risk activity or water sports that the client wishes to partake in the do this solely at their own risk and must adhere to and comply with local regulations, the opinion of the crew and to have all the necessary permits and the required skills. Our Captains also have the overall authority to terminate any product early due to any circumstances connected to adverse weather, dangerous and highly inappropriate behavior of the passengers or sudden deterioration of anyone’s medical condition. The Vessels Rules are a constituent part of these General Terms and Conditions.
25.17. Guide and Drivers Authority and Responsibility Whilst on any part of the product the guide or driver has the authority to do whatever is necessary regarding the safety of both the client and themselves at all times. Our Guide/Driver/Captain also has the overall authority to terminate or change any product due to any circumstances connected to dangerous and highly inappropriate SAILNSTAY of any client, adverse extreme weather conditions or sudden deterioration of anyone’s medical condition.
25.18. The information on this website is correct at time of publication to the best of our belief, we accept no liability for any inaccuracies contained herein.
