Cancellation & Refund Policy

Free cancellation up to 24 hours before

A booking may be cancelled for a full refund up to 24 hours before the start of your chosen entry date and time. No reason is needed. After that point the booking is non-refundable, because the entry allocation has been committed and cannot be resold.

How to cancel

Email the address on the Contact page from the address you booked with, quoting your order number. Your cancellation takes effect at the time your message reaches us, which is the time the 24-hour limit is measured against — so send it rather than telephoning if you are close to the deadline.

How a refund is paid

Refunds are made to the card the payment was taken from and cannot be paid to another card, in cash, or as a credit. We instruct the refund within 14 days of accepting the cancellation, as the Distance Contracts Regulation requires. How long it then takes to appear on your statement is your bank’s to decide — usually a few working days, occasionally a full statement cycle.

The refund is calculated on the Turkish lira amount actually charged. Because the sale was converted from euro at the rate on the day, an exchange-rate movement between the sale and the refund can leave a small difference in your own currency, which is your bank’s conversion and not a deduction by us.

If the museum closes

If the cistern is closed on your booked date for a reason outside your control — a state occasion, restoration, weather, a security decision — the booking is refunded in full regardless of the 24-hour limit, or moved to another date if you prefer. Travel, accommodation and other costs arranged around the visit are not refundable by us.

No refund

• Not arriving, or arriving outside your entry window.
• Being refused entry for not passing the mandatory security screening.
• Not having the passport of a child under seven for whom free admission is claimed.
• Not bringing headphones, a charged phone, or the downloaded audio-guide app.
• A cancellation requested less than 24 hours before the entry time.

Right of withdrawal

Under Article 15 of the Distance Contracts Regulation, the fourteen-day right of withdrawal does not apply to contracts for leisure services performed on a specified date — which is what a dated museum admission is. The 24-hour free cancellation above is given by us on top of what the law requires, not instead of it.