Last Updated: April 22, 2026

Corporate Information and Jurisdiction: This website and all services provided herein are owned and operated by Zenrota Limited, a company incorporated under the laws of Hong Kong. Operational, regional support, and ground fulfillment services are managed by our regional office in Istanbul, Turkiye.

Primary Contracting Entity:
Zenrota Limited (Hong Kong)
Unit 909, Prosperity Millennia Plaza, 663 King's Road, Quarry Bay, Hong Kong.

Regional Operational Support:
Zenrota Tourism Travel and Trade Limited Company (Türkiye)
Okul Sokak No:1 Altunizade Sitesi A Blok Kat: 4 Daire: 17, 34662 Uskudar / Istanbul, Turkey.

Contact Information:
Email: [email protected]
Global Support — WhatsApp Only: +44 7751127859
Local Office: +90 850 304 7936
Direct Operations: +90 539 234 65 02
Website: zenrota.com

CANCELLATION AND REFUND AGREEMENT

Article 1 – Parties and Subject Matter

This Cancellation and Refund Agreement sets out the conditions applicable to cancellation, amendment, and refund requests for travel, transportation, accommodation, rentals, tours, events, and related services purchased through zenrota.com.

Seller / Platform Service Provider and Primary Contracting Entity: Zenrota Limited, incorporated in Hong Kong, with its registered address at Unit 909, Prosperity Millennia Plaza, 663 King's Road, Quarry Bay, Hong Kong, hereinafter referred to as “Zenrota” or the “Seller.”

Regional Operational Support: Zenrota Tourism Travel and Trade Limited Company (Türkiye), located at Okul Sokak No:1 Altunizade Sitesi A Blok Kat: 4 Daire: 17, 34662 Uskudar / Istanbul, Turkey, manages regional support and ground fulfillment. This role does not replace Zenrota Limited as the primary contracting entity under this Agreement.

The Seller and its regional support team may be contacted at [email protected], +44 7751127859 (Global Support — WhatsApp Only), +90 850 304 7936 (Local Office), or +90 539 234 65 02 (Direct Operations).

“Buyer” means the person purchasing the services. “Service Provider” means the carrier, accommodation property, rental company, tour operator, event organizer, or other supplier responsible for delivering the relevant travel service.

Where Zenrota arranges services supplied by third parties, the relevant supplier and Zenrota’s capacity shall be identified in the booking information. This Agreement does not exclude any responsibility imposed on Zenrota by applicable law.

Article 2 – General Provisions and Refund Procedure

The cancellation, amendment, no-show, and refund conditions applicable to the selected service shall be disclosed before purchase and included in, or made accessible through, the booking confirmation.

By completing the purchase, the Buyer accepts those disclosed conditions, subject to mandatory statutory rights.

Cancellation and refund requests must be submitted in a durable written form to [email protected] or through an official written support channel identified on zenrota.com. Requests should include the booking reference, the Buyer’s name, and sufficient details to identify the affected service.

Zenrota shall confirm the outcome of the request and explain any applicable deductions, cancellation charges, or non-refundable amounts. Such deductions must be permitted by the conditions disclosed before purchase and applicable law.

Refunds shall ordinarily be returned to the original payment method. Where this is technically impossible, an alternative lawful method shall be agreed with the Buyer following appropriate verification.

Refunds shall be processed within any applicable statutory deadline. Where no statutory deadline applies, Zenrota shall communicate the expected processing period. The time required for the refund to appear in the Buyer’s account may depend on the payment provider or issuing bank.

Supplier processing arrangements shall not override any refund obligation or deadline binding on Zenrota under applicable law.

Article 3 – Statutory Right of Withdrawal

Any statutory right of withdrawal depends on the applicable law and the nature of the purchased service. This Agreement does not create a universal 14-day withdrawal right for travel bookings.

Where Turkish Consumer Protection Law No. 6502 and the applicable distance-contract rules grant a 14-day withdrawal right, the Buyer may exercise that right in accordance with the relevant statutory requirements.

Certain services scheduled for a specific date or period, including accommodation, car rental, and qualifying leisure or event services, may be exempt from the statutory withdrawal right.

Passenger transportation and package travel are subject to their applicable legal regimes and shall not automatically be treated as ordinary distance-service contracts.

Where no statutory withdrawal right applies, cancellation and refund eligibility shall be determined by the disclosed booking conditions and applicable law. The absence of a withdrawal right does not remove rights arising from cancellation by the supplier, non-performance, or defective performance.

Article 4 – Airline, Bus, Train, and Ferry Tickets

Voluntary cancellations, amendments, and refunds are subject to the fare conditions and rules of the relevant carrier, as disclosed before purchase.

Where Zenrota acts as a booking intermediary, the carrier is responsible for operating the transportation service. Zenrota remains responsible for its own contractual obligations, acts, and omissions and for any responsibilities imposed by applicable law.

Carrier cancellations, significant schedule changes, denied boarding, and other service disruptions shall be addressed in accordance with applicable passenger-rights rules and the relevant booking conditions.

Any taxes, charges, or other amounts refundable under applicable law or the fare conditions shall remain refundable even where the fare itself is non-refundable.

Article 5 – Hotel, Villa, Car, and Yacht Reservations

Cancellation and amendment conditions depend on the selected property, rental provider, rate, and booking terms disclosed before purchase.

Bookings designated as “non-refundable” generally do not qualify for a refund following voluntary cancellation by the Buyer, except where the booking conditions or applicable law provide otherwise.

Late arrival, early departure, no-show, or partial non-use does not, by itself, create an entitlement to a refund. Any entitlement shall be determined by the disclosed booking conditions and applicable law.

These restrictions do not exclude remedies where the supplier cancels the booking, fails to provide the contracted service, or otherwise becomes legally obliged to provide a refund.

Article 6 – Tours and Package Travel

Tour cancellations and refunds are governed by the disclosed booking conditions and applicable package-travel or other mandatory consumer-protection rules.

Supplier conditions shall not override statutory rights concerning termination, significant changes, cancellation, refunds, or the responsibilities of an organizer or retailer.

The Buyer is responsible for obtaining the passports, visas, transit permissions, and other entry documents required for the itinerary, except to the extent that Zenrota expressly agrees to provide a particular service relating to those requirements.

Visa refusal or failure to obtain required travel documents does not automatically entitle the Buyer to a full refund. Refund eligibility shall depend on the disclosed booking conditions, applicable law, and any relevant visa-protection or insurance coverage.

Where a tour is canceled or materially affected by force majeure, Article 8 shall apply, together with any mandatory package-travel protections.

Article 7 – Event and Organization Tickets

Tickets for concerts, festivals, theatrical performances, sporting events, and similar activities scheduled for a specific date or period are generally non-refundable following voluntary cancellation, where this restriction was disclosed before purchase and is permitted by law.

If an event is canceled, postponed, or materially changed, the Buyer’s rights shall be determined by applicable law and the disclosed event conditions.

Where the organizer is responsible for issuing refunds, Zenrota shall assist with the refund request. This arrangement does not limit any refund obligation independently binding on Zenrota.

Article 8 – Force Majeure

Force majeure may include natural disasters, war, terrorism, fire, strikes, pandemics, governmental restrictions, and comparable circumstances beyond the reasonable control of the affected party, to the extent recognized by applicable law.

Where such an event prevents or materially affects performance, Zenrota shall inform affected Buyers of the available cancellation, amendment, alternative-service, or refund options.

Refund eligibility shall be assessed under applicable law and the disclosed booking conditions. Force majeure does not automatically eliminate a refund entitlement or permit the retention of all amounts paid.

No voucher, credit, or replacement service shall be imposed instead of a monetary refund where applicable law entitles the Buyer to a refund and requires the Buyer’s agreement to an alternative.

Article 9 – Applicable Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of Hong Kong.

For local operations and services performed in Turkey, the consumer-protection laws of the Republic of Turkey may additionally apply on a supplementary basis. Where Turkish consumer-protection provisions apply mandatorily, they shall retain their mandatory effect and shall not be displaced by the choice of Hong Kong law.

Nothing in this Agreement deprives the Buyer of any non-waivable protection available under otherwise applicable consumer law.

Subject to mandatory jurisdiction rules, the courts of Hong Kong shall have non-exclusive jurisdiction over disputes arising out of or in connection with this Agreement.

Where applicable law grants jurisdiction to Turkish Consumer Arbitration Committees, Turkish consumer courts, or other competent authorities, the Buyer’s right to seek relief before those bodies remains unaffected.

Article 10 – Acceptance and Effectiveness

This Agreement takes effect when the Buyer electronically accepts it as part of the booking process.

By accepting this Agreement, the Buyer confirms that they have had the opportunity to read and understand this Agreement and the cancellation and refund conditions applicable to the selected service.

Electronic acceptance does not constitute a waiver of mandatory statutory rights. The version accepted at the time of booking shall govern that booking, subject to applicable law.

GET IN TOUCH WITH ZENROTA

For questions concerning flight bookings, accommodation, tours, airport transfers, cancellations, or refunds, please contact our customer support team.

Corporate Headquarters — Hong Kong

Company Name: Zenrota Limited
Registered Address: Unit 909, Prosperity Millennia Plaza, 663 King's Road, Quarry Bay, Hong Kong
Corporate, Administrative, and Financial Inquiries: [email protected]
Global Support — WhatsApp Only: +44 7751127859

Regional Operational Office — Türkiye

Company Name: Zenrota Tourism Travel and Trade Limited Company
Address: Okul Sokak No:1 Altunizade Sitesi A Blok Kat: 4 Daire: 17, 34662 Uskudar / Istanbul, Turkey
Local Office: +90 850 304 7936
Direct Operations: +90 539 234 65 02

Customer Support

General Inquiries, Bookings, Cancellations, and Refunds: [email protected]
Availability: 24/7/365 Customer Service and Live Chat
Global WhatsApp Support: +44 7751127859

Support availability does not guarantee immediate completion of supplier-dependent amendments or refunds.