Cancellation & Refund Policy

Last updated: May 12, 2026

1. General Framework

Velour Istanbul cancellation and refund policy complies with Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation. This policy covers all spa, massage, hamam, facial, hair, manicure/pedicure, waxing, hand/foot care and accommodation services.

2. Cancellation Timeline

3. Accommodation Cancellation

• 48+ hours before check-in: 100% refund
• Within 48 hours: First night charged, remainder refunded
• No-show: Full charge
• Early check-out: No refund for remaining nights

4. How to Cancel

• From your account: /my-bookings
• Email: [email protected]
• Phone: +90 536 314 90 61 (24/7)
• WhatsApp: +90 536 314 90 61

5. Refund Process

Credit / Debit Card Payments

• Velour processing: 1-2 business days
• Bank visibility: 3-10 business days (varies by bank)
• Total expected: up to 14 business days

Bank Transfer

Refunded to the IBAN specified by the BUYER within 3-5 business days.

Cash / On-Arrival Payment

No refund needed for cancellations before unpaid service.

6. Service Dissatisfaction

Report dissatisfaction within 7 days to [email protected]. Compensation options: complimentary re-service, partial/full refund, or Velour Card loyalty credit.

7. 14-Day Right of Withdrawal

Per Turkish Consumer Law, BUYER may withdraw within 14 days without reason or penalty, provided service has not started. Written notice with booking reference required.

8. Force Majeure

Free cancellation with full refund for documented health issues, family deaths, flight cancellations, natural disasters, or Velour-side service failure.

9. Contact

[email protected] · +90 536 314 90 61 · Elalmış Cd. 49C, Ümraniye / Istanbul