Ticket Cancellation, Refund and Change Conditions

1. General provisions

1.1. These Conditions govern the cancellation, refund and change of air tickets purchased through aerowingo.com.

1.2. The seller of the tickets is GREEN CODE TURİZM, a travel agency licensed by TÜRSAB under registration number 11262, registered address: Çağlayan Mahallesi 2054 Sokak No: 29/2, Muratpaşa / Antalya / Türkiye. Hereinafter the "Agent".

1.3. The Agent acts as an intermediary on behalf of and by authority of the air carriers. Carriage is performed by the relevant airline, not by the Agent. The contract of carriage is concluded between the passenger and the airline.

1.4. These Conditions are governed by the law of the Republic of Türkiye.

2. Agent's fee

2.1. The total order amount includes, alongside the airfare, the Agent's fee for issuing the ticket. The total order amount is shown to the passenger before payment.

2.2. The fee is charged for the service actually rendered by the Agent — flight search, booking and ticket issuance. Where the passenger cancels after the ticket has been correctly issued, the fee is not refunded.

2.3. If the ticket was not issued, or was issued incorrectly, through the fault of the Agent, the fee is refunded to the passenger in full.

3. Right of withdrawal

3.1. An air ticket is a transport service tied to a specific date or period. The right to withdraw from the contract without giving reasons, provided for by distance selling rules, therefore does not apply to air tickets.

3.2. This does not limit the passenger's right to claim a refund under the airline's fare rules and in accordance with applicable law.

4. Airline fare rules

4.1. Cancellation, refund and change conditions are determined by the rules of the fare under which the ticket was purchased.

4.2. The fare conditions — whether the ticket is refundable, whether changes are permitted, and the amount of any penalty — are shown at the booking stage, before payment.

4.3. The refundable amount is calculated after deduction of the penalty retained by the airline.

4.4. Refunds for unused segments on round-trip and multi-segment itineraries are governed by the airline's rules.

5. Cancellation, delay and change of a flight by the airline

5.1. If the airline cancels the flight, changes the date or time of departure, changes the route, or denies boarding to the passenger, the passenger is entitled to choose one of the following:

• a refund of the amount paid;
• rebooking to another date or an alternative flight;
• another solution offered by the airline.

5.2. In these cases the refund does not depend on whether the fare was refundable.

5.3. For international carriage, the passenger's rights — including in the event of delay and of loss of or damage to baggage — are also governed by the Montreal Convention 1999. the Republic of Türkiye is a party to the Convention.

5.4. Obligations relating to the performance of the flight rest with the airline. The Agent assists in forwarding the passenger's claim to the airline, preparing documents and following up the refund procedure.

6. Charter flights

6.1. A charter flight is a special flight arranged by a supplier company that has chartered an aircraft from an airline. The conditions of charter tickets differ from scheduled flights, and those differences are shown before the ticket is purchased.

6.2. Charter tickets are not refundable and not changeable at the passenger's initiative. This condition forms an integral part of the charter fare and is shown before the ticket is purchased.

6.3. In particular, no right to a refund or change arises in the following cases:

• the passenger fails to appear for the flight (no-show);
• arrival at the airport after check-in has closed;
• the passenger does not hold the documents required for travel (passport, visa);
• the passenger's personal circumstances;
• operational changes in the delivery of the charter programme: a shift of the departure time, a change of the operating carrier or of the aircraft type, a change of airport terminal.

6.4. Individual review. The passenger may write to support@aerowingo.com and ask for their situation to be reviewed on an individual basis. The Agent forwards the request to the charter operator or the airline and informs the passenger of the outcome. A refund or change in such cases is possible only where the operator or the airline agrees.

6.5. Where boarding is denied, the passenger is advised to obtain confirming documentation from the airline or the airport — it speeds up the handling of the request.

7. Promotional and discounted fares

7.1. Tickets on promotional, discounted and special fares may not be refundable or changeable at the passenger's initiative.

7.2. Such restrictions are shown explicitly for each specific fare at the booking stage, before payment.

7.3. This section does not limit the rights set out in section 5 where the airline cancels or changes the flight.

8. Payment and refund procedure

8.1. A refund request is submitted to support@aerowingo.com or through the ticket section on the website.

8.2. Payments are accepted through one of two channels, depending on the currency of the order:

• VakıfBank — where the Agent receives the payment directly;
• TBank — where the payment is received by ООО «ЗЕЛЁНЫЙ КОТ» (OGRN 1237700283193, INN 9725121672), acting as the Agent's payment agent under its authority.

8.3. The seller of the services remains GREEN CODE TURİZM in both cases. The name of the payment recipient may differ from the seller's name on the card statement.

8.4. Funds are returned only to the bank card used for payment, through the same channel as the original payment. If the card is closed or invalid, the refund is processed in accordance with the rules of the issuing bank.

8.5. Once the airline has confirmed the refund, crediting the funds to the card may take 7-14 business days depending on the issuing bank's procedures. This period is outside the Agent's control.

8.6. If the order currency differs from the settlement currency of the payment channel (TRY, RUB), the amount is converted at the rate applicable at the time of payment. The same approach applies to refunds; any difference arising from a change in the exchange rate is determined by the bank.

9. Handling of claims

9.1. Claims concerning refunds and service quality are accepted at support@aerowingo.com.

9.2. A claim is reviewed within 15 business days. Where information from the airline is required in order to respond, the passenger is informed of the reason for the delay.

9.3. Claims relating to charter and group bookings: charter@greencode.travel.

10. Dispute resolution

10.1. Disputes between the parties are resolved through negotiation.

10.2. Failing agreement, the dispute is resolved in accordance with the law of the Republic of Türkiye. A consumer may also apply to the consumer arbitration committees and consumer courts having jurisdiction at their place of residence.

10.3. The Turkish-language version of these Conditions prevails.