Tour Service Terms, Payment, Cancellation, Refund and Privacy Conditions

This page explains the reservation, payment, cancellation, refund, no-show, itinerary, operational change and privacy conditions applicable to private tour services provided under the Maxx Class brand.

By completing a reservation payment, making a bank transfer, paying through a secure payment link, or giving written reservation confirmation, the customer confirms that they have read, understood and accepted these conditions.

1. Scope of Service

Private tour services include privately arranged sightseeing, cultural, leisure, cruise shore excursion, destination experience, day trip or custom itinerary services provided with a private vehicle, professional driver and, where confirmed in writing, a licensed guide or additional service provider.

The service is planned according to the date, time, itinerary, number of passengers, vehicle type, pick-up point, drop-off point, tour duration and special requests confirmed in writing at the time of reservation.

A private tour may include transportation, itinerary planning and operational support. Licensed guiding, entrance tickets, meals, drinks, parking, tolls, ferry fees, venue access fees and personal expenses are not included unless clearly stated in the written confirmation.

2. Reservation and Customer Information Responsibility

In order for the private tour reservation to be planned correctly, the customer is responsible for providing accurate and complete information, including:

  • Passenger name and contact details

  • Pick-up and drop-off address

  • Date and start time

  • Number of passengers

  • Requested itinerary or destination

  • Cruise ship, hotel, villa, flight or meeting point details, if applicable

  • Luggage information, if applicable

  • Mobility, accessibility or health-related information that may affect the tour

  • Child seat, licensed guide, special route, lunch stop or any other special request, if applicable

The customer is responsible for any delay, service disruption, missed visit, wrong location, additional waiting time, vehicle capacity issue or inability to provide the service caused by incomplete, incorrect or late information.

3. Reservation Confirmation

A reservation is considered confirmed only after it has been confirmed in writing by Maxx Class and the required payment has been completed.

Receiving a price quotation alone does not guarantee a reservation. Vehicle, driver, guide, ticket, supplier and operational planning are confirmed only after payment and written confirmation.

Reservation confirmation may be made through e-mail, WhatsApp, payment link, invoice, bank transfer description or written communication record.

4. Payment Conditions

Payment may be made by credit card, debit card, secure payment link, bank transfer, mobile POS or, if agreed in writing in advance, cash payment.

For credit card, debit card or payment link transactions, the customer accepts that the payment has been made voluntarily and for the confirmed private tour service.

For bank transfer payments, the customer accepts that the payment has been made for the service stated in the transfer description or written communication.

After payment is completed, the cancellation and refund conditions stated on this page shall apply.

5. Itinerary, Duration and Inclusions

The tour itinerary, duration and included services are based on the written confirmation provided before the service.

Tour duration may be affected by traffic, weather, site opening hours, cruise arrival/departure times, road conditions, local restrictions, guest pace, waiting time, seasonal crowds or operational circumstances.

Entrance tickets, museum fees, meals, drinks, parking, tolls, ferry fees, local access fees, licensed guide service and third-party expenses are not included unless clearly stated in writing.

If the customer requests extra stops, additional destinations, extended duration, route changes or services outside the confirmed itinerary, additional charges may apply.

6. Licensed Guide and Third-Party Services

Licensed guide service is included only if clearly stated in the written confirmation.

If a licensed guide, museum ticket, restaurant reservation, boat service, activity provider or other third-party service is arranged, the relevant third-party conditions may also apply.

Maxx Class will make reasonable efforts to coordinate confirmed third-party services; however, changes, closures, delays, restrictions or service disruptions caused by third-party providers or public authorities are outside our direct control.

7. Cancellation and Refund Conditions

Private tour services are organized based on a specific date, time, vehicle, driver, guide, supplier and operational allocation. Therefore, the cancellation period is calculated according to the scheduled service start time.

  • More than 72 hours before the service: up to 100% refund, where applicable.

  • 24–72 hours before the service: up to 50% refund, where applicable.

  • Less than 24 hours before the service: no refund.

Cancellation requests must be submitted in writing. Cancellation requests made only by phone or verbally may not be considered valid unless confirmed in writing.

Approved refunds will, where possible, be returned to the same payment method used for the original payment. Card payments will be refunded to the same card, bank transfers to the relevant bank account, and payment link transactions through the relevant payment provider.

The time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer or payment provider.

8. No-Show and Unreachable Customer

The following situations may be considered as no-show, and no refund will be provided:

  • The customer is not present at the agreed meeting point

  • The customer cannot be reached within a reasonable time

  • Incorrect or incomplete pick-up location information is provided

  • Incorrect cruise, flight, hotel, villa, venue or address information is provided

  • The customer decides not to use the service without written cancellation notice

  • The driver, guide or operation team is present at the agreed location, but the customer does not take the service

In case of no-show, the vehicle, driver, guide or other service resources are considered to have been allocated for the customer. Therefore, no refund will be provided.

9. Cruise Shore Excursions

For cruise-based private tours, the customer is responsible for sharing correct cruise ship name, port, arrival time, departure time and meeting point information.

The tour itinerary may be adjusted according to the ship’s arrival/departure time, port procedures, traffic, site conditions and safe return time to the cruise port.

If the cruise ship changes port, arrives late, departs early, cancels the call, or the customer cannot leave the ship on time, the service may be modified, shortened or cancelled depending on operational availability.

Refund eligibility in cruise-related changes will be evaluated according to the cancellation timing, supplier commitments, operational costs and the conditions stated on this page.

10. Waiting Time and Delays

Waiting time is determined according to the reservation details and the confirmed service scope.

If the customer is late, the tour may be shortened according to the remaining scheduled time. Additional waiting or extended service may be subject to availability and extra charges.

Maxx Class is not responsible for missed visits, shortened itinerary or reduced tour time caused by customer delay, incorrect meeting point, late arrival, port procedures, hotel delays or late communication.

11. Modification Requests

Requests to change the date, time, itinerary, vehicle type, number of passengers, guide requirement, pick-up location, drop-off location, tour duration or service scope are subject to availability.

If the requested change is possible, it may be applied; however, additional charges may occur depending on the new operational conditions.

Last-minute changes are not guaranteed. All modification requests must be submitted in writing.

12. Customer Conduct and Safety

The customer must follow reasonable safety instructions provided by the driver, guide, operation team, venue staff or public authorities.

Maxx Class may refuse or stop service if a customer behaves aggressively, risks passenger safety, damages the vehicle, disrupts the service, violates local rules, carries illegal items or prevents the tour from being carried out safely.

In such cases, the service may be cancelled, and no refund may be provided.

13. Operational Changes and Force Majeure

Due to traffic, road closures, weather conditions, museum/site closures, official security measures, strikes, natural disasters, technical issues, cruise schedule changes, public authority decisions or other circumstances beyond our control, the tour time, route, itinerary, vehicle, guide or operational plan may be changed.

In such situations, Maxx Class will make reasonable efforts to offer a practical alternative solution to the customer. However, no additional compensation liability is accepted for delays, disruptions, missed visits or mandatory changes caused by circumstances beyond our control.

14. Chargeback, Payment Disputes and Evidence Records

The customer accepts that, after payment is completed, the private tour service is subject to the conditions stated on this page.

No refund may be provided if the service has been delivered, the vehicle, driver, guide or supplier resources have been allocated to the customer, the customer is classified as no-show, the customer cancels late, or the customer requests cancellation within a non-refundable period.

In the event of an unjustified chargeback, payment dispute or cardholder claim despite these conditions, reservation records, written customer confirmation, payment records, itinerary details, WhatsApp/e-mail correspondence, driver/guide operation records, cruise or flight details, no-show records and this policy page may be submitted to the payment provider, card issuer, bank or relevant authority as supporting evidence.

By making payment, the customer confirms that they accept these conditions and agrees not to raise a payment dispute outside the valid cancellation and refund rules.

15. Personal Data and Privacy

For reservation and service delivery purposes, information such as full name, phone number, e-mail address, WhatsApp details, pick-up and drop-off locations, itinerary details, number of passengers, cruise or flight information, payment status and communication records may be processed.

This information may be used for quotation preparation, reservation management, operation planning, payment tracking, customer support, cancellation and refund processes, safety, accounting, legal obligations and the management of possible disputes.

Full card details are not stored in Maxx Class systems. Card payments are processed through authorized payment providers.

Personal data may be shared only where necessary with payment providers, drivers, guides, operational partners, ticket providers, activity providers, technical service providers, accounting/legal advisors or authorized public institutions.

16. Legal Information and Contact

Main Brand
Maxx Class

Official Company
AIGEN Global L.L.C.

Website
www.maxxclass.com

E-mail
support@maxxclass.com

U.S. Principal Business Address
AIGEN Global L.L.C.
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
United States

Kosovo Registered Office / Support Office
AIGEN Global L.L.C.
Ukshin Hoti Street No. 51
Courtyard by Marriott Plaza
Floor 12, No. 4
Prishtina 10000
Kosovo

Turkey Operations Office
Maxx Class
Atatürk Cd. No: 19/1
Gölköy Mahallesi
48483 Bodrum, Muğla
Turkey

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