Cancellation and refunds

Each product on cappadocia.ae shows its own cancellation rule on the booking page, and that rule prevails. Balloon flights cancelled by the aviation authority or the operator are rebooked or refunded in full. Refunds go back to the card you paid with and usually appear within 5 to 10 working days.

The rule on the booking page prevails

Suppliers set their own conditions, and they differ by product and sometimes by season. We show the exact condition on the booking page before you pay. If anything on this page differs from the booking page, the booking page applies.

Balloon flights

Flights operate only with the morning approval of the Turkish civil aviation authority, the SHGM, and the operator's pilot. If the authority or the operator cancels the flight, for wind, fog or any other reason, you have two choices. Another morning during your stay, or a full refund. Nothing is deducted.

If you cancel a flight yourself, the operator's policy shown at booking applies. Most operators allow free cancellation up to a stated number of days before the flight and charge the full amount inside that window. We recommend booking the flight for your second morning and keeping a third morning free.

Hotels

Hotel rooms follow the rate conditions shown at booking. Some rates are refundable up to a stated date; some are non-refundable in exchange for a lower price. The condition is printed on the booking page and repeated in your confirmation e-mail.

Transfers

Airport and private transfers have a free-cancellation window shown at booking. Cancel inside the window and the full amount is refunded. After the window, or if the driver is already at the airport, the full amount is charged. If your flight is delayed, the driver waits; we track the flight number on the booking.

eSIM

An eSIM is non-refundable once the activation code (QR) has been issued to you, because the supplier activates the line at that moment. If the code has not been issued, write to us and we will cancel it in full. Please check that your phone supports eSIM before you buy; the booking page lists compatible models.

Tickets and entrance fees

Museum, site and event tickets follow the venue's policy. Many are non-refundable once issued. The policy is shown on the booking page before payment.

Changes rather than cancellations

If you need a different date or time, write to us before cancelling. A change is often possible at no cost where a cancellation would not be, especially for balloon flights and transfers.

How to request a refund

Send an e-mail to sales@rateextra.ae with your booking reference, the product and the reason. We confirm receipt within one working day and tell you what applies.

Refund timing

Refunds are made to the original card through Stripe. Once we issue the refund, it usually appears on your statement within 5 to 10 working days, depending on your bank. We cannot refund to a different card or to cash. If a refund has not appeared after 10 working days, write to us and we will send the Stripe refund reference for your bank.

Related pages

The booking terms cover the contract and liability, and the privacy policy covers your data. General questions go to hello@rateextra.ae.