TERMS OF USE
CVIP TERMINAL TERMS AND CONDITIONS OF USE
1. GENERAL PROVISIONS
1.1. These terms and conditions of use (“Terms and Conditions”) govern the matters relating to the fee-based services (“CVIP Terminal Services”) to be provided to the guests (“Guest”) using the CVIP terminal (“CVIP Terminal”) located within Istanbul Airport and operated by İstanbul Özel Yolcu ve Genel Havacılık Hizmetler Anonim Şirketi (“Service Provider”).
1.2. Service Provider’s price lists, agreements executed during the reservation and service process, other regulations and applicable legal legislation form an integral part of these Terms and Conditions.
1.3. Service Provider reserves the right to amend and update these Terms and Conditions without prior notice. The amended or updated version shall be deemed effective as of its publication date.
1.4. Submission of a reservation request for CVIP Terminal Services shall be deemed acceptance of these Terms and Conditions.
2. SUBJECT
2.1. The services to be provided by Service Provider at CVIP Terminal located at İstanbul Airport, the scope and conditions of such services, and the mutual obligations of Service Provider and Guest (Service Provider and Guest shall each be referred to as a “Party” and collectively as the “Parties”) constitute the subject matter of these Terms and Conditions.
3. SERVICES
3.1. CVIP Terminal Services generally include the following:
a. Private terminal and aviation services and assistance services
b. Luxury VIP lounge services
c. Premium food and beverage offerings, à la carte restaurant service
d. Private suite service
e. SPA and wellness therapy services
f. Private chauffeur-driven transfer services with luxury vehicles
g. Luxury shopping and duty free services
h. Meeting room services
i. Cigar and wine bar services
j. Children’s activity area
k. Valet services
3.2. In addition to the services listed above, in the event that a Guest requests a special service not listed above, the special service conditions set out in Article 4 shall apply.
4. SPECIAL SERVICES
4.1. In addition to the services specified in Article 3.1, if the Guest requests special services including, but not limited to, special concierge services, aircraft and helicopter charter services, and intra-city luxury vehicle transfer services, special services may be arranged for the Guest by instructing third parties in return for an additional fee.
4.2. Special services may only be reserved together with, and in addition to, the services specified in Article 3.1.
4.3. In the event of loss of the Guest’s belongings during the provision of a special service, Service Provider shall contact the third parties providing the relevant special service. Service Provider shall assist in establishing communication; however, any claims shall be directed to the relevant third parties.
4.4. Service Provider shall not be liable for any disruptions arising during the performance of special services falling within the scope of this Article or for the outcomes of such special services.
5. GUEST OBLIGATIONS
5.1. In order for Service Provider to duly provide CVIP Terminal Services, the following shall be complied with:
a. Compliance with airport and airline security rules,
b. Compliance with the legal regulations of the country of departure, arrival and transit,
c. Possession of valid travel documents,
d. Complete and accurate provision of information required within the scope of the services, such as Guests’ names, airline used, flight number, flight date and time,
e. Completion of relevant security, passport and customs controls,
f. Use of lounge facilities in accordance with lounge rules,
g. Refraining from disorderly conduct or conduct disturbing other guests,
h. Ensuring responsibility for personal belongings by the Guest,
i. Kişisel eşyaların sorumluluğunun misafir tarafından sağlanması
j. Compliance with the security rules and other rules applied by Airport Operator and Terminal Operator for İstanbul Airport and CVIP Terminal.
In the event of failure to comply with these obligations, the relevant services may not be provided and no refund shall be made. Service Provider also reserves the right not to admit guests who fail to comply with their obligations to the CVIP Terminal area or to remove them from the relevant area.
5.2. Guest shall present a valid passport or identity card during the provision of services.
5.3. While benefiting from CVIP Terminal Services, Guest may not take photographs, videos or audio recordings that include other guests. Service Provider shall not be liable for the sharing of any information relating to other guests using CVIP Terminal Services in the press or on social media; such liability shall rest with the guest making the relevant sharing.
6. RESERVATION
6.1. Reservations for CVIP Terminal Services may be made through the following channels:
a. Telephone: 0212 891 67 00
b. E- mail: private@jetexistanbul.com
6.2. In order for CVIP Terminal Services to be provided, a reservation must be made at least 120 minutes prior to the flight.
6.3. During the reservation, for all Guests who will benefit from CVIP Terminal Services, the following information must be provided completely and accurately pursuant to subparagraph (d) of Article 5.1 of these Terms and Conditions:
a. Name and surname as written in the passport,
b. Country of passport issuance,
c. Flight number,
d. Flight date and time,
e. Place of arrival and place of departure,
f. Time of arrival at the terminal,
g. Reservation confirmation and payment method,
h. Vehicle license plate number, if arriving by vehicle,
i. Type of service (arrival-departure-transit),
j. Number of luggage,
k. Number of children,
l. Age of children,
m. Passenger contact details,
n. Driver’s name, surname and contact details,
6.4. The Service Provider shall not be liable if the Guest misses the reservation time or is unable to use the reservation due to incomplete or incorrect information.
6.5. By submitting the reservation form/offer to the Service Provider, the Guest shall be deemed to have made a binding reservation request. If such request is made by a third party, such third party shall be deemed to have been authorized by the Guest and to have made a legally binding reservation request on behalf of the Guest.
6.6. The reservation request shall become valid upon the written approval of the Service Provider.
6.7. The person whose name is stated in the reservation form shall be a party to the agreement to be executed for CVIP Terminal Services.
6.8. Unless an advance payment is made or credit card details are provided in accordance with the selected payment method, the agreement shall not be deemed concluded and the Service Provider shall not be under any obligation.
6.9. The Guest shall check the services sent and listed by e-mail and shall immediately notify any errors by sending an e-mail to private@jetexistanbul.com
6.10. The Service Provider shall endeavor to process reservation requests and, where necessary, to confirm them. However, during periods of high demand, the Service Provider may place Guests on a waiting list. Official governmental procedures and security requirements shall take priority, and the Service Provider reserves the right to reject the reservation depending on the availability of the CVIP Terminal.
6.11. Any additional services requested at the CVIP Terminal or any special services not included in the agreement shall be invoiced separately.
6.12. Reservation requests of Guests exhibiting inappropriate behavior may be rejected.
7. RIGHT OF AMENDMENT, CANCELLATION AND REFUND
7.1. Any request for modification, cancellation or refund shall be notified immediately and in writing to the e-mail address private@jetexistanbul.com . Such requests shall become valid only upon the written approval of the Service Provider, to the extent they comply with the applicable legal legislation and the rules of the Service Provider. Otherwise, the requested modifications shall be deemed not accepted.
7.2. In the event of cancellation or modification of reservations made under the agreement, certain percentages of the service fee shall be charged in accordance with the time periods and conditions set forth below:
a. Cancellation or modification requests made at least 24 hours prior to the reservation time shall be free of charge.
b. In case of cancellation requests made less than 24 hours and more than 8 hours prior to the reservation time, 50% of the total service fee shall be charged as a cancellation fee.
c. In case of modification requests made less than 24 hours and more than 8 hours prior to the reservation time, 30% of the total service fee shall be charged as a modification fee.
d. In case of cancellation or modification requests made less than 8 hours prior to the reservation time, 100% of the total service fee shall be charged as a cancellation fee.
The Guest hereby declares, accepts and undertakes that, due to the cancellation or modification request and its timing, fees shall be charged in accordance with the above conditions, that any remaining amount, if any, after such collection shall be refunded to the Guest via the same payment method, provided that the related costs are borne by the Guest, and that the Guest shall not raise any objection to the deductions to be made.
7.3. The Service Provider may unilaterally cancel the reservation up to 24 hours prior to the reservation time. In such case, any payments collected in advance shall be immediately refunded to the Guest.
7.4. The Service Provider reserves the right to cancel the reservation in emergency situations, including but not limited to those set forth under Article 10 titled Force Majeure. In such case, no compensation may be claimed from the Service Provider.
7.5. If the flight is cancelled prior to the reservation in accordance with the period specified under Article 7.3, Article 7.3 shall apply and the refund and collection shall be made accordingly. However, if the flight is cancelled during the performance of the CVIP Terminal Services, the service shall be deemed to have been completed and no refund shall be made, and the Guest shall be directed to the airline counter.
7.6. If the Guest fails to arrive at the reservation time, this shall be considered a “no-show” and the full service fee shall be charged to the Guest.
8. PAYMENT TERMS
8.1. The current prices for the CVIP Terminal Services provided are specified at the link below:
Service Catalogue and Price List
8.2. The fees for the CVIP Terminal Services shall be paid in advance or by credit card. The advance payment shall be made to the Service Provider no later than 1 day prior to the reservation date, by one of the methods specified by the Service Provider. If the payments are not made at least 1 day prior to the reservation date, the reservation shall be deemed automatically cancelled. For special services or additional services, the Service Provider may determine different payment terms and methods.
9. OBLIGATIONS AND LIABILITIES OF THE SERVICE PROVIDER
9.1. The Service Provider undertakes to provide the personnel and equipment required for the performance of the CVIP Terminal Services and to fulfill its obligations necessary for the performance of the CVIP Terminal Services.
9.2. The Service Provider shall be liable only for damages arising from willful misconduct or gross negligence. The Service Provider shall not be liable for indirect damages, acts of third parties, loss of profit, or any delay or impossibility of performance arising from force majeure events specified under Article 10, including but not limited to such events.
9.3. Unless otherwise mandatorily required by law, the liability of the Service Provider shall be limited to the re-performance of the service or the refund of the service fee to the Guest.
10. FORCE MAJEURE
10.1. In order for an event to be deemed a force majeure event, it must render the partial or complete, temporary or permanent performance of the obligations arising from the agreement impossible due to events beyond the control of the Parties, which are unforeseeable and unavoidable. Force majeure events shall include, without limitation, the following:
a. Natural disasters such as earthquakes, fires, floods, storms and lightning strikes;
b. War, civil war, terrorist acts, riots, sabotage, nuclear explosions, declaration of mobilization, and serious disruption of public order.
c. Strikes, lockouts, general transportation interruptions, air traffic restrictions or suspension, and the closure of the CVIP Terminal by decision of airport authorities.
d. Epidemics, quarantine measures and prohibitions imposed by the relevant official authorities.
e. Administrative and legal decisions taken by official authorities beyond the control of the Parties.
10.2. The Party affected by a force majeure event shall notify the other Party in writing, and the Parties shall not be liable to each other for failure or delay in the performance of their obligations. The contractual obligations of the Parties shall be suspended until the effects of the force majeure event cease.
10.3. The Parties shall perform their respective obligations to the extent possible as soon as the effects of the force majeure event are eliminated. If the effects of the force majeure event continue for more than 30 (thirty) days, either Party shall be entitled to unilaterally terminate the agreement without any obligation to pay compensation, damages, losses or any additional amounts to the other Party under any name whatsoever.
11. WEBSITE USE
11.1. You agree to use the website www.jetexistanbul.com solely for lawful purposes and in compliance with applicable legislation. By accessing the website, you shall be deemed to have accepted that;
a. You will not engage in any misleading, fraudulent or unlawful activities,
b. You will provide accurate and up-to-date information during reservation procedures,
c. You will not perform any action that may harm the operation of the website.
11.2. Although the Service Provider makes its best efforts to ensure the accuracy of the information provided on the website, it shall not be held liable for any errors or omissions in the content. In addition, any risks arising from third-party links accessed through the website shall be borne by the user.
12. CONFIDENTIALITY AND PROTECTION OF PERSONAL DATA
12.1. The confidentiality of user information is important to the Service Provider. For detailed information in this regard, you may review the Privacy Policy annex.
12.2. Personal data relating to Guests may be processed for the purpose of performance of the agreement in accordance with the data processing conditions set forth under the Personal Data Protection Law No. 6698 (“KVKK”) and subsequently other applicable data protection legislation.
12.3. With respect to the processing of personal data, you may access the Information Notice prepared pursuant to Article 10 of the KVKK titled “Obligation of the Data Controller to Inform” and the Communiqué on the Procedures and Principles to Be Followed in Fulfillment of the Obligation to Inform, which aim to protect fundamental rights and freedoms of individuals, in particular the right to privacy.
13. TERMINATION
13.1. The agreement between the Service Provider and the Guest shall terminate upon the fulfillment of the services within the scope of the agreement.
14. GOVERNING LAW AND JURISDICTION
14.1. These Terms and Conditions shall be governed by the laws of the Republic of Türkiye. In the event of any dispute, the courts and enforcement offices of Istanbul shall have jurisdiction.
15. MISCELLANEOUS
15.1. The invalidity of one or more provisions of these Terms and Conditions shall not affect the validity of the remaining provisions.
15.2. All texts, visuals, logos, graphics and other content available on the website belong to the Service Provider and may not be copied, reproduced or distributed without prior authorization.
15.3. All notices shall be made in writing.
15.4. The binding version of these Terms and Conditions is the Turkish version. Translations into other languages are provided for convenience only and shall have no legal binding effect.
İstanbul Özel Yolcu ve Genel Havacılık Hizmetleri Anonim Şirketi
Tayakadın Mah. Terminal Cad. Havalimanı Terminal Binası No: 1 İç Kapı No: 760494 Arnavutköy / İSTANBUL