皇宫之旅比普通门票更需协调 — a fixed start time, a licensed guide, a choice of which Istanbul combo card includes Harem. These twelve clauses cover what you pay for, what the guide commits to, when a reschedule is free, and what happens when the courts close for an unscheduled state visit. Important ones: 3 (what's included), 6 (reschedules), 9 (refunds), 12 (governing law).
These terms are between you (the named cardholder on the booking) and Istanbul Tourist Information Ltd., registered in Istanbul under TÜRSAB licence A-7812. Together: we, us, our and you, your.
您的购买在 Stripe 确认付款的那一刻形成合同。 The confirmation email you receive is the agreement.
本合同中的任何内容均不取代您在土耳其或欧盟消费者法下的法定权利。 Where they are more favourable, they apply.
A guided-entry ticket to Topkapı Palace: the palace entry fee, a 45-minute introduction by an official licensed guide, and unlimited time inside the palace after the introduction ends.
The audio guide in six languages is bundled in every Topkapı ticket (no separate sale). Optional Harem access is available only via the Istanbul Classic / Combo / Saver / Premium / Deluxe cards (Products 1 / 22 / 29 / 2 / 3). No standalone Harem SKU and no Hagia Irene SKU exist in our catalog.
我们不销售交通、酒店或皇宫围墙外的任何体验。 Those are your responsibility.
Palace entry fee paid directly to the Ministry of Culture — the same ticket they sell at the counter, issued under your booking reference.
45-minute guided introduction covering the First, Second, and Third Courtyards, the Council Hall, the Imperial Treasury exterior, and the overall layout strategy of the palace.
Unlimited time inside after the introduction. You stay as long as the palace is open — typically another 3-5 hours — exploring the Treasury, the Holy Relics, the Fourth Courtyard, at your own pace.
包含语言：英语、土耳其语、德语、西班牙语、法语、意大利语。 其他语言可应要求提供 at least 14 days before your visit, at no additional cost.
A confirmation email is sent within 90 seconds of payment. It contains your booking reference (TP- followed by six characters), the voucher PDF, the meeting-point details, and the guide's name.
如果您在 60 分钟内未收到邮件, 请检查垃圾邮件，然后通过电子邮件联系支持. We will resend manually. No ticket without a confirmation — but we have never had a payment succeed and confirmation fail permanently.
凭证 PDF 是入场时所需的唯一文件。 A phone screenshot is acceptable; a printed copy is fine too.
Meeting point is the Imperial Gate (Bab-ı Hümayun). The guide holds a sign with our brand name and arrives 15 minutes before the start time.
Please arrive at least 10 minutes before. Security screening at the gate takes 5-15 minutes depending on queue. If you miss the start by more than 10 minutes, the guide must continue with the rest of the group — you can catch up inside the First Courtyard, but we can't replay the opening.
由我们造成的迟到 (guide delay, confirmation failure, venue opening late): 可完全改期或退款, on you. Late for reasons outside our control (traffic, missed ferry): you keep the ticket but may lose the guided portion.
Free reschedule up to 48 hours before your booked start time. Same booking reference, new date. No cap on the number of reschedules provided each one respects this window.
Inside 48 hours: handled case-by-case via support per booking (covers the guide's committed time). New date must fall within six months of the original.
To reschedule, reply to the confirmation email with "reschedule" in the subject and the new preferred date + time slot. Processed within 4 business hours, with a fresh confirmation email.
Photography is permitted in the courtyards and most galleries. Photography is not permitted inside the Holy Relics chamber, inside the Harem, or where a "no photography" sign is posted by the Ministry.
请尊重场所着装。肩膀与膝盖需遮盖。 这是文化部管理的场所，并非宗教场所 like Hagia Sophia — headscarves are not required — but palace staff enforce a modest dress code at the gate.
Removal. 宫殿保安或我们的导游可要求行为扰乱的访客离开。 No refund is owed in these cases. This has not happened in the last four years.
The palace closes Tuesdays for routine maintenance — the booking form already excludes Tuesdays. On rare occasions, the palace closes for an official state visit, ceremonial event, or security incident. When that happens, you get a full refund (or free reschedule) regardless of how close to your visit the closure occurs.
我们监控文化部的运营信息 并在两小时内主动通知您 of any closure announcement affecting your booking. You do not need to track this yourself.
部分关闭（例如某个重要区域因修缮关闭但主宫殿照常开放）将按无法进入的部分比例予以部分退款。调整金额由客服根据实际情况确定。
72+ hours before: 100% refund to the original card.
24-72 hours before: 50% refund or free reschedule for the full amount.
0-24 hours before: no cash refund, but the full amount becomes 12-month credit usable across any Istanbul Tourist Information booking.
未到场（已预订时段过去而未入场）: 不予退款. 导游的时间和门票库存已被占用。
See the full Refund Policy for the processing timeline and edge cases.
我们因预订产生的对您的任何索赔责任上限为您为该预订支付的金额。 We do not cover consequential damages — missed flights, hotel cancellations, onward transport — because we don't sell those.
10.1 责任上限不适用 in cases of our wilful misconduct, gross negligence, or liability that cannot be limited by Turkish law (death, personal injury caused by us).
我们为导览游购买了专业责任保险 通过土耳其保险公司. Policy details available on request.
本条款可能会更新。 影响您权利的重大变更将于 30 天前公告 it takes effect, by email to the address on your most recent booking.
适用于您预订的版本是您付款当日有效的版本。 Subsequent changes do not retroactively alter the deal.
This contract is governed by 土耳其法律. Disputes fall under the exclusive jurisdiction of the Istanbul courts, without prejudice to consumer rights that mandate a different forum.
Before a court filing, we commit to good-faith mediation — a written exchange or a video call within 14 days of the dispute being raised. Most disagreements resolve at this step.
EU consumers may use the European Commission's ODR platform: ec.europa.eu/consumers/odr.
如有条款不清楚，请联系我们。 A human who knows the clause in context will reply — not a legal aide reading from a script.