Frequently Asked Questions

We accept credit/debit cards (Visa, Mastercard, American Express) via secure virtual POS through Iyzico and Stripe, bank transfers for our corporate clients with an agreement, and Elemen Transfer Cash balance. Cash on delivery is not currently available.

Upon successful payment, a PDF booking voucher is sent instantly via email and SMS. You can also view and re-download it from the My Account > My Bookings page.

Yes, it is completely free of charge. A baby seat for ages 0–3, a child seat for ages 4–7, and a booster seat for ages 8–12 will be ready in the vehicle when you add a note to your booking.

We recommend booking at least 2 hours in advance. Last-minute requests (less than 2 hours) can be reviewed by our 24/7 concierge; a small surcharge may apply depending on availability.

You can make a booking for someone else, even if you are not the account holder. You specify the passenger's name, phone number, and optional flight number in the designated field; the PDF voucher will be sent to the email address you provide.

Sedan: 1–3 passengers, SUV: 1–4, Mercedes V-Class: 1–7, Sprinter: 1–13, midibus: 14–25, and coach: 26–49 passengers. The system automatically suggests a suitable vehicle based on your passenger count.

Standard sedan/SUV: 2 large + 2 small bags. V-Class / Sprinter: 6+ large bags. For excess luggage (ski bags, bicycles, medical equipment), please add a note to your booking so a suitable vehicle can be assigned.

Small pets in carriers are transported in standard vehicles free of charge. Large breed dogs can be transported at a special vehicle rate (a booking note is required); you must have the pet's veterinary health record with you.

Yes — our Sprinter Wheelchair-Lift vehicle is equipped for wheelchair loading. The vehicle will be prepared when you mention it in your booking notes; there is no extra charge. Our chauffeurs are trained in communication for guests with hearing or visual impairments.

Once the cancellation is confirmed, the refund is processed to the original payment method within 3–5 business days. Depending on your bank, it may take up to 2 additional business days. You can track the refund transaction via your bank's SMS alerts or mobile app.

Yes — for bookings like round-trip packages, multi-service, or tour packages, a partial refund is issued for the unused portion. The calculation is proportional; for example, if you cancel only the return leg, the return fare is refunded.

In case of force majeure (severe snowstorm, flood, earthquake, flight cancellation), a 100% refund or a free date change is provided. We may also cancel if weather conditions pose a risk to our chauffeur's safety; in this case, a full refund also applies.

If our chauffeur waits for 30 minutes at the designated pickup point and you have not yet arrived, it is considered a no-show, and no refund will be issued. If you anticipate being late, please inform your chauffeur immediately via WhatsApp — the waiting time may be extended.

Cancellations are free up to 24 hours in advance. Cancellations within 24 hours incur a 50% fee. No refund is provided for cancellations after the chauffeur has departed or for no-shows. If you are unsure, please call our concierge to discuss your situation.

Date changes are free of charge up to 24 hours before the scheduled departure time. Within 24 hours, a date change can be made for a 25% processing fee. You can do this yourself through your My Account page or via our concierge.

If our chauffeur is 15 minutes late, you are entitled to a 25% refund. If they are 30 minutes late, you are entitled to a 50% refund or a full refund for the reservation. To initiate the automatic compensation process, please report the chauffeur's delay to our concierge.

If you provide your flight number during booking, your chauffeur will monitor your flight using a flight tracking system and will be there to meet you according to the new arrival time. Delays of up to 60 minutes are free of charge; for longer delays, your chauffeur may apply a waiting fee (average of 200 TRY per hour).

Standard luggage allowance (a combination of large and small bags) is free of charge. For excess luggage or special items (such as bicycles, musical instruments, or medical equipment), we recommend adding a note to your booking so we can assign a suitable vehicle.

No — all our vehicles are 100% smoke-free. Guests and chauffeurs are prohibited from smoking cigarettes, e-cigarettes, or any tobacco products inside the vehicle. A cleaning fee will be applied if this policy is violated.

Of course. Our chauffeurs will play or stop the music and adjust the air conditioning temperature according to your comfort preferences. If you prefer a quiet journey or do not wish to chat, your preference will be respected.

Yes — after your booking is confirmed, you will receive an SMS with your chauffeur's name, phone number, and the vehicle's license plate. You can share your live location with your chauffeur via WhatsApp, or inform them of any delays or changes in direction.

Our service quality guarantee is valid for 30 days. If you experience any unacceptable issues during your journey (such as lateness, vehicle problems, or chauffeur conduct), please report it to our concierge center within 30 days — depending on the nature of the complaint, we will offer a partial/full refund or a new transfer credit.