Refund & Cancellation

TURSAB Operator Notice

All tickets purchased through ELUMA are issued and operated by Misyura Travel, holder of TURSAB License No. 17192, acting as a licensed Turkish travel agency under the Law on Travel Agencies and the Turkish Tourism Association (TÜRSAB) regulations.

By purchasing tickets through ELUMA you confirm that you have read and accept both this policy and Misyura Travel's applicable booking conditions. In the event of any inconsistency between this policy and Misyura Travel's own conditions regarding a specific booking, Misyura Travel's conditions shall prevail for that booking.

All refund and cancellation requests are processed in accordance with TURSAB regulations, including the provisions of Article 13 of the Package Travel Regulations concerning the customer's right to cancel a package travel contract and the calculation of applicable cancellation charges.

Cancellation Policy

Free cancellation tickets. Tickets explicitly marked as "Free Cancellation" at the time of purchase may be cancelled for a full refund up to 24 hours before the scheduled visit or event time.

Partial refund window. For eligible tickets, a cancellation made between 48 hours and 24 hours before the scheduled visit time is eligible for a 50% refund of the ticket price. Service fees, where applicable, are non-refundable.

Non-refundable tickets. Tickets clearly identified as "Non-Refundable" at the time of purchase are not eligible for any refund after purchase, subject to force majeure provisions below. The non-refundable designation will be prominently displayed before checkout confirmation.

No-shows. Failure to appear at the venue at the scheduled time without prior cancellation constitutes a no-show. No refund is payable for a no-show.

Partially used tickets. Where a ticket covers multiple entry components and only part of the experience is used, no partial refund is available unless expressly stated in the ticket terms.

Refund Process

How to request. Cancellation and refund requests must be submitted via the ELUMA application by navigating to My Bookings and selecting the relevant booking. Requests sent by email to info@oneyworld.com are also accepted but may take longer to process.

Review period. All refund requests are reviewed within 5 business days of submission. You will receive an email notification of the outcome.

Refund issuance. Approved refunds are credited to the original payment method within 14 calendar days of approval. Card processing times at your bank may add a further 3–5 business days before funds appear in your account.

Currency. Refunds are issued in the same currency as the original payment. Exchange rate fluctuations are not compensable.

Statutory Rights Under TURSAB Regulations

Pursuant to Article 13 of the Package Travel Regulations (Paket Tur Sözleşmesi Yönetmeliği), customers have the right to cancel a package travel contract before its commencement. Where the customer cancels, the operator may impose cancellation charges in proportion to the proximity to the departure/visit date, as set out in the cancellation tiers above.

If ELUMA or Misyura Travel cancels a confirmed booking for reasons within our control (other than force majeure), you are entitled to a full refund of the ticket price. We will notify you as promptly as practicable and issue the refund within the timescales stated above.

Force Majeure and Venue Closure

If a venue or attraction is closed on the date of your visit due to extraordinary events outside our control — including but not limited to natural disasters, acts of government, pandemic restrictions, extreme weather, or security incidents — we will contact you to arrange an alternative date at no additional charge, or issue a full refund if rescheduling is not possible.

ELUMA and Misyura Travel are not responsible for losses arising from circumstances beyond our reasonable control. This provision does not limit any mandatory statutory rights you may have under applicable consumer protection law.

Disputes

If you are dissatisfied with the outcome of a refund request, you may escalate the matter by contacting us at info@oneyworld.com. Turkish consumers may also file a complaint with the competent Tüketici Hakem Heyeti (Consumer Arbitration Panel) for amounts within statutory thresholds, or with the Consumer Court for higher-value disputes.