General Terms and Conditions

General Terms and Conditions

This policy is issued by Three Steps and directed to our valued customers.

  1. 1. Booking and AccommodationAll bookings are subject to the cancellation and modification policies specific to each accommodation.
  2. Advertised prices include service fees and VAT. However, additional taxes such as tourism or city taxes may apply depending on the city and country.
  3. The customer is fully responsible for any deposit fees applied by the accommodation.
  4. If the customer arrives outside the designated check-in times, immediate access is not guaranteed unless prior arrangements have been made.
  5. Accommodation bookings are facilitated upon request and subject to availability; they are not considered prior commitments.
  6. Accommodation services only include what is available upon request. Any additional costs are the responsibility of the customer.
  7. No modifications can be made to bookings during the stay without incurring additional costs.
  8. Only agreed-upon services will be provided. No obligations exist for services beyond the scope of the request.
  9. In the case of service failure or deficiency, the customer will be compensated either with a refund or an alternative service.
  10. Efforts are made to ensure the accuracy of information; however, we are not responsible for errors caused by third parties.

2. Tour Guiding and Transportation

  1. These terms and conditions constitute the full agreement between the customer and the service provider, overriding any prior understandings or agreements.
  2. The tour guide’s role is limited to general guidance and translation, and does not include personal services such as carrying luggage.
  3. The working hours of the guide or driver start from their arrival at the customer’s accommodation, as per prior agreement.
  4. The guide is committed to a specific number of hours as agreed, and any extra time is charged at €30 per additional hour or part thereof.
  5. The guide does not accompany the customer inside tourist attractions unless the customer pays for the guide’s entry ticket.
  6. No services involving activities that conflict with Islamic culture or teachings will be provided.
  7. We are not responsible for any loss of personal belongings at the airport, accommodation, vehicle, or during the trip.
  8. The driver’s role is limited to driving only, and does not include personal services such as carrying luggage, translation, or tour guiding.
  9. The service provider has the right to modify service prices prior to their use by the customer, without guaranteeing fixed prices.

3. Airport Reception, Farewell, and Transportation

  1. Upon landing, customers are requested to turn on their mobile phones so our team can contact them.
  2. If roaming is not activated, it is recommended to use free airport Wi-Fi to communicate.
  3. If an airport pickup is booked, the driver will wait for the customer at the exit gate holding a sign with the customer’s name.
  4. In case of any delay in exiting the airport, the customer must inform customer service to prevent the driver from leaving.
  5. If the customer’s phone is off, the provider is not responsible for any miscommunication that occurs.
  6. If the driver is delayed or faces an emergency, the customer will be notified and offered the option to wait at an airport café at the provider’s expense until a replacement arrives, or take a taxi and be reimbursed later.
  7. If the customer’s phone is out of service for any reason, they are advised to wait at a café and contact one of the available service numbers.
  8. For tour services such as attraction tickets, the receptionist will deliver them either as a PDF or upon the customer’s arrival at their accommodation during official working hours (11 AM to 8 PM).
  9. If the customer arrives outside official working hours, a suitable time will be scheduled for delivery of the agreed-upon services.
  10. If the customer delays exiting the airport, a waiting fee of €30 per 30 minutes will be charged after one hour from the expected arrival time.
  11. If the customer delays checking out from the hotel, a waiting fee of €30 per 30 minutes will be charged from the agreed time.

4. Modification, Cancellation, Refund, and Complaints Policy

  1. The customer has the right to modify or cancel a booking and receive a full refund if done at least one week before the travel date, for the following services:
  2. • Tour Guiding
  3. • Metro Tickets
  4. • Airport Reception and Farewell
  5. • SIM Cards
  6. • Car Rental with Driver
  7. No refunds are granted for bookings that include international or domestic flight tickets, accommodation bookings, car rentals, international trains, attraction tickets, or Schengen visa services once confirmed.
  8. Customer service will only accept complaints submitted within 48 hours after the end of the trip, and they must be sent via the official email.
  9. Complaints not submitted via the official email within the designated time frame will not be considered. Responses to complaints will be given within a maximum of 72 hours.

Contact Information

For any inquiries or emergencies, customers can contact customer service through the email or phone numbers provided in the request.