Introduction
Istanbul PRIME Pass is the premium tier of the Istanbul Tourist Pass® family, a brand of Cityberry® Tourism Agency (“Cityberry”), a TURSAB-registered member (License Number: 11745). Purchase of an Istanbul PRIME Pass and any associated services constitutes acceptance of the terms and conditions established by Cityberry®. Purchase of an Istanbul PRIME Pass, or use of the website, mobile applications, reservation tools, customer support channels, or any related services constitutes acceptance of these Terms & Conditions.
General Terms
These terms and conditions apply to the entirety of the website and the mobile app, and any email or other type of communication between the Customer and Istanbul PRIME Pass. Under no circumstances shall Istanbul PRIME Pass be liable for any direct, indirect, special, incidental, or consequential damage, including, but not limited to, loss of data or profit, arising out of the use, or the inability to use, the materials on this site.
Definitions and Key Terms
In these Terms & Conditions, the following definitions and key terms, when used, are strictly defined as:
- Agreement: Acceptance to be fully bound by these Terms and Conditions upon accessing or using the Service.
- Attractions: Any attractions, events, shows, guided tours, tours, audio guides, services, add-on services, discounted products, cards, passes, items, and such gathered in the Attractions section of the official website.
- Cancellation Period: The specific timeframe and conditions under which a booking or order can be canceled.
- Cookie: A small piece of data created by a website and stored on your web browser. Cookies are used to recognize your browser, collect analytics, and store information such as your language preferences or login credentials.
- Company: When referred to as “Company,” “Istanbul PRIME Pass,” “we,” “us,” “our,” or “the Pass,” it means Cityberry® Travel Technologies (Ergenekon, Fransız Hastanesi Sokağı Kaya Apt No:1 Daire: 11, 34373 Şişli/İstanbul), which is responsible for your information under this policy.
- Country: The jurisdiction where Istanbul PRIME Pass or its owners/founders are based, which in this case is Türkiye.
- Customer: Refers to the individual, organization, or entity that registers to use the Istanbul PRIME Pass Service to manage experiences or interactions with end users who can be referred to as “Pass holder,” “guest,” “you,” or “client.”
- Pass Duration: The number of consecutive calendar days for which the pass remains valid. The duration runs from the first use of an included attraction and is determined by the pass option selected at purchase.
- Device: Any internet-connected device, including but not limited to a smartphone, tablet, or computer, that can be used to access and utilize Istanbul PRIME Pass services.
- IP Address: A unique number assigned to every device that connects to the Internet. IP addresses are typically allocated in geographic blocks and can be used to identify the location of a device’s connection to the Internet.
- Personnel: Refers to individuals employed by Istanbul PRIME Pass or contracted to perform services on behalf of the company, provider, or associated parties.
- Personal Data: Any information that identifies or can be used, alone or with other data, to identify a natural person, including identifiers like name or identification number.
- Provider or Supplier: Refers to third-party service providers, attraction hosts, and other entities that provide products/services.
- Service: The service provided by Istanbul PRIME Pass as described in these terms and on our website.
- Website: The official website of Istanbul PRIME Pass, accessible via this URL: https://istanbulprimepass.com.
Responsibilities of Istanbul PRIME Pass
- Istanbul PRIME Pass acts solely as a ticket distributor and is not the organizer or “Provider” of events and attractions as defined by the Consumer Protection Law.
- When you buy an Istanbul PRIME Pass, Cityberry® provides the Platform, but not the attractions and third-party services delivered by the Providers (hereafter referred to as “Attraction”) included in the Istanbul PRIME Pass.
- Istanbul PRIME Pass bears responsibility solely for sales and ticket distribution.
- Istanbul PRIME Pass cannot be held liable for any loss or damages related to the event/attraction/show/service provider (hereafter referred to as “Provider”).
- By making a booking for an Attraction on our Platform, you agree to a direct contract with the Provider. The Provider is the party providing the Attraction and is solely responsible for delivering it.
- Tickets and bookings, whether physical or electronic, are non-transferable and cannot be resold.
Istanbul PRIME Pass is not responsible for lost or damaged tickets.
Nature of the Service
Istanbul PRIME Pass acts solely as a ticket distributor and operates as a digital sightseeing pass platform. It is not the organizer or Provider of attractions. Cityberry® provides the platform, while attractions and services are delivered by independent third-party Providers. By making a booking, you enter into a direct agreement with the Provider.
Istanbul PRIME Pass is only responsible for ticket sales and distribution and shall not be held liable for the performance or operation of any attraction. Tickets are non-transferable and may not be resold. Lost or damaged tickets are not the responsibility of Istanbul PRIME Pass.
Attractions & Services
- Terms & Conditions of each Attraction may vary and are determined by the Provider.
- Istanbul PRIME Pass customers are bound by the terms & conditions of Attractions available on each Attraction’s webpage at the time when utilizing their Istanbul PRIME Pass.
- Operating hours of each Attraction may vary, and users are advised to verify directly with the relevant Provider.
- Istanbul PRIME Pass reserves the right to remove events, attractions, or shows from its services. In such cases, no refunds will be issued.
- Each included attraction can be visited once per pass. The pass runs for consecutive calendar days from its first use, for the duration of the pass option selected on the activation date.
Pass Types
The Istanbul Tourist Pass® family may offer multiple pass categories, including:
- FAST Pass – Best Sights in One Day
- DISCOVER Pass – Istanbul Must-Sees
- PRIME Pass – Ultimate Istanbul Experience
Istanbul PRIME Pass is the premium tier of this family and is the subject of these Terms. The list of attractions included in each pass is determined by the official Istanbul PRIME Pass website at /attractions.
Guided Tours
- Guided Tours require advance reservation and the accompaniment of certified tour guides. Guests must adhere to the published Guided Tours timetable.
- Users must refrain from disrupting guided tours. Cityberry reserves the right to exclude disruptive individuals from the tour.
- Users are responsible for arriving punctually at the meeting point. Latecomers may not be permitted to join the tour. In such cases, no refunds will be issued.
- Users traveling from abroad are solely responsible for possessing necessary travel documents and adhering to security regulations.
Pass Usage and Validity
- Each included attraction can be visited once per pass.
- The pass runs for consecutive calendar days from its first use. The number of days is determined by the pass option selected at purchase.
- Once the pass period ends, the pass can no longer be used to access included attractions or services.
- Premium add-ons are not part of the included attractions and are purchased separately at member pricing.
Usage of Show&Go Technology
- Pre-Booking: Certain attractions may require pre-booking due to daily ticket limits. Istanbul PRIME Pass is not responsible for any inconvenience or inability to access attractions if pre-booking is not completed.
- Proximity and Internet Connection: To utilize the Show&Go Technology, you must be in close proximity to the attraction’s ticket counter and have an active internet connection on your smartphone. The QR code will only be generated and displayed when you meet these requirements.
- Skip the Ticket Line: The Show&Go Technology allows you to skip the ticket lines. However, it does not guarantee priority entrance or fast-track access to the attraction. You will still need to wait in line for security checks and other procedures as required by the attraction.
- QR Code Validity: QR codes are valid for a limited time and for a specific attraction. Misuse, sharing, or attempting to use expired QR codes may result in denial of entry.
Savings Guarantee and Price Comparison
Cityberry guarantees that you will save money by purchasing the Istanbul PRIME Pass. If the total cost of the attractions and services you use during the validity period exceeds the individual retail prices of those attractions, Cityberry will refund the difference.
To qualify for the Savings Guarantee, you must use your pass for at least three (3) activities per day throughout the entire duration of your pass. For comparison purposes, Istanbul PRIME Pass may display “Price Without Pass” values. These represent publicly available individual ticket prices and are used as reference values for illustrating potential savings and calculating refunds.
Prices may vary depending on providers and market conditions. Claims must be submitted within five (5) days following the last use of the pass. Refunds are subject to a 10% processing fee.
Payment
- By purchasing any of the Services provided by Istanbul PRIME Pass, you agree to pay all applicable charges to your account for the Service, following the fee schedule and billing terms active at the time of payment.
- The agreement with your Payment Provider will dictate your rights and responsibilities regarding the use of your credit card, so please refer to that document for details. When you provide your credit card number and payment details to Istanbul PRIME Pass, you authorize us to verify this information immediately and charge your account for any due fees without further notice or consent. It is your responsibility to notify Istanbul PRIME Pass promptly of any changes to your billing address or credit card information.
- Istanbul PRIME Pass maintains the right to adjust its pricing and billing practices at any time, effective immediately upon updating on our website or through direct communication via email.
- You are liable for covering any legal fees, court costs, or related expenses incurred in the process of collecting overdue, undisputed amounts.
- A contract for the Service between you and Istanbul PRIME Pass will only be established once your order is confirmed through an official email, SMS/MMS, or similar communication.
- You are accountable for any third-party charges that may arise while using the Pass.
Pass Validity and Activation
- Validity Period: The pass is valid for up to 1 year from the date of purchase.
- Price Changes within the Validity Period: If the price of the pass increases during the validity period, you will be required to pay the difference between the original purchase price and the current price to activate the pass, plus a processing fee.
- Duration of the Pass: Each purchased pass is valid from the date chosen during purchase for the duration specified.
- Activation: The pass activates upon first use of an included activity or attraction.
- Inclusions and Changes: Cityberry reserves the right to modify or discontinue attractions, schedules, content, and entry requirements at any time without prior notification. Pass users acknowledge that included attractions, activities, and services may differ between the purchase and usage dates and hence cannot be guaranteed due to factors such as provider changes, inactivity, or discontinuation of services. Customers agree that they are eligible to use services or participate in activities that are included during their active pass dates only. The Customers also agree to adhere to the most current terms and conditions of the Attraction by the Provider available during their visit.
- Reservation Privileges: Pass holders are entitled to make reservations for participating attractions within a fifteen (15) day window prior to their desired visit date, irrespective of the date of purchase. However, these reservations are subject to availability and the specific terms and conditions set forth by each attraction.
Cancellation and Refund Policy
- Orders can be canceled up to 24 hours before the Pass usage begins (the “Cancellation Period”), either one day before the nearest reservation or before the user visits any Attractions.
- Cancellation requests after the Cancellation Period are subject to no refund. Services must be used according to the terms written on each Attraction’s webpage on the Istanbul PRIME Pass website.
- Purchases of single-entry tickets made directly at attraction ticket offices or any other platforms are non-refundable by any means by Istanbul PRIME Pass. This includes any associated infant costs incurred at the attraction entrance.
- Attractions requiring reservations must be canceled at least 24 hours prior to the attraction’s scheduled start time to be eligible for a refund. Cancellations made within 24 hours of the start time, or failure to attend the attraction (‘no-show’), will forfeit any right to a refund.
- Public Transportation cards, once delivered, cannot be refunded. In the event of any errors, customers are required to contact Belbim, providing their relevant information. Replacement cards will be subject to the policies and procedures of the Istanbul Metropolitan Municipality, the Provider.
- Unless otherwise explicitly stated, the following cancellation conditions apply to all Attractions:
- All cancellations, including those for add-on services, up to 3 days before your pass start date, will incur a 10% processing fee including bank charges and service fees.
- If canceled less than 3 days before the pass start date, a 25% cancellation fee, including bank charges and service fees, will incur.
- Cancellations made less than 24 hours before the scheduled start time, or failure to attend (‘no-shows’), will not receive a refund.
- Once a pass is activated (first scan), it is non-refundable.
- The pass is valid for up to 1 year from the date of purchase.
- To request a refund, please email [email protected] and include your Istanbul PRIME Pass Reference ID, along with any other documents relevant to your order.
Upgrade of the Pass
- Upgrade Eligibility: Pass holders may upgrade their current pass by extending its duration (e.g., upgrading a 1-day pass to a 3-day pass).
- Upgrades are limited to changes in pass duration only; recent usage will remain used.
- Upgrade Cost: The upgrade cost includes the difference in price between the original pass and the upgraded pass, plus 10% of the upgraded pass price for the upgrade & processing fee.
- Activation and Validity: The upgraded pass maintains the validity and activation terms of the original pass unless otherwise stated.
Exceptional Circumstances
Istanbul PRIME Pass reserves the right to cancel scheduled activities without prior notice due to weather conditions, governmental regulations, strikes, or other unforeseen and unavoidable external factors (including force majeure) that make the activity impossible, pose significant safety risks, or substantially hinder its execution. In the event of such cancellations, customers will have the option to reschedule their booking for an attraction.
Exclusion of Participation
Cityberry reserves the right to refuse participation in or exclude individuals from Attractions if they:
- Fail to meet clearly stated participation requirements.
- Pose a potential danger to themselves or others.
- Disrupt activities, including behaviors resulting from drug or alcohol intoxication.
This policy applies to the individual making the booking and any others included in their reservation. In these instances, no refunds will be issued.
Pass Usage & Fraud Prevention
Personal Use Only
Each Istanbul PRIME Pass is strictly for personal use and can only be used by one individual. Sharing a single pass to gain admission for multiple people is considered fraudulent activity. If misuse is detected, Istanbul PRIME Pass reserves the right to:
- Immediately suspend or cancel the pass without a refund.
- Restrict access to all pass-related services.
- Take legal action against individuals or entities involved in fraudulent activities.
Pass Entitlements & Misuse
Each Istanbul PRIME Pass grants access to its included attractions on a once-per-attraction basis for the validity period of the pass. Attempting to gain repeat or unauthorized access, or to manipulate the pass's entitlements through unauthorized means, is strictly prohibited and considered fraud. Istanbul PRIME Pass reserves the right to:
- Cancel the pass and deny access to attractions and services.
- Seek reimbursement for any losses incurred due to misuse, including amounts contractually owed to partner attractions, legal fees, and recovery costs.
- Pursue legal action if necessary.
Checking Your Pass Entitlements
The attractions included on your pass and your remaining entitlements are managed by Istanbul PRIME Pass and cannot be altered by users. If you believe there is an error, please contact our Customer Support team for assistance at [email protected].
User Accounts and Security
Users may be required to create an account to access certain features of the Istanbul PRIME Pass platform. The User is solely responsible for maintaining the confidentiality of their account credentials, including username and password, and for all activities conducted under their account. Istanbul PRIME Pass shall not be liable for any loss or damage arising from unauthorized access to the User’s account due to the User’s failure to safeguard their credentials.
Payment Authorization and Processing
By completing a purchase, the User authorizes Istanbul PRIME Pass and its authorized payment processors to charge the provided payment method for the total transaction amount. All payments are subject to authorization and fraud checks. Istanbul PRIME Pass reserves the right to cancel or refuse any order suspected of fraudulent or unauthorized activity.
Pricing Errors and Corrections
In the event of pricing errors, typographical mistakes, or system inaccuracies, Istanbul PRIME Pass reserves the right to cancel, modify, or refuse any order placed at an incorrect price, even if payment has already been processed. In such cases, a full refund will be issued.
Amendments, Platform Changes, and Updates
Istanbul PRIME Pass reserves the right to modify, update, suspend, or discontinue these Terms, the platform, website, or any related services at any time without prior notice. Updates may include bug fixes, enhancements, or removal of features. Istanbul PRIME Pass is not obligated to maintain any specific functionality. Continued use of the platform constitutes acceptance of any updates.
Promotions and Campaigns
Promotional offers, discounts, and campaigns may be subject to additional terms and conditions. Istanbul PRIME Pass reserves the right to modify or terminate promotions at any time without prior notice. See current offers at /offers.
Permitted Use of the Platform
Users agree to use the platform only for lawful purposes. The following actions are strictly prohibited:
- Misuse of the platform
- Attempting unauthorized access
- Disrupting system operations
- Using the service for fraudulent or illegal activities
Termination and Suspension
Istanbul PRIME Pass reserves the right to suspend or terminate access to the platform, without prior notice, in the event of a violation of these Terms. This includes, but is not limited to, fraudulent use, abuse of services, or breach of applicable laws.
Intellectual Property and Copyright
All content on the Istanbul PRIME Pass platform, including text, visuals, and software, is protected by intellectual property laws. Unauthorized use is strictly prohibited. If you believe any content infringes your rights, please contact us with the required documentation.
Disclaimer of Warranties
All services are provided “as is” and “as available” without any warranties.
Indemnification
The User agrees to indemnify, defend, and hold harmless Istanbul PRIME Pass, its affiliates, directors, employees, and partners from and against any claims, damages, losses, liabilities, and expenses arising from:
- Violation of these Terms
- Misuse of the service
- Breach of applicable laws or third-party rights
Limitation of Liability
To the fullest extent permitted by law, Istanbul PRIME Pass shall not be liable for any indirect, incidental, or consequential damages. Liability shall in no case exceed the amount paid for the service.
Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Entire Agreement
These Terms constitute the entire agreement between the User and Istanbul PRIME Pass regarding the use of the platform and supersede any prior agreements or understandings.
Governing Law and Dispute Resolution
These Terms shall be governed by the laws of the Republic of Türkiye. The parties agree to first attempt to resolve disputes amicably. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of Istanbul, Türkiye.
Time Reference
All time-related conditions, including pass validity and service availability, are based on the official time zone of Türkiye.
Data Collection and Usage Reference
Use of the platform may involve the collection and processing of personal data. Such processing is governed by the Privacy Policy of Istanbul PRIME Pass.
User Responsibility and Conduct
The User is solely responsible for all activities conducted through their use of the platform. Any misuse, improper conduct, or violation of rules at attractions or services is the responsibility of the User.
Force of System Integrity
Istanbul PRIME Pass shall not be held responsible for interruptions, delays, or failures caused by technical issues, system outages, cyber-attacks, or infrastructure failures beyond its reasonable control.
Contact
Cityberry® Travel Technologies: Ergenekon, Fransız Hastanesi Sokağı Kaya Apt No:11, 34373 Şişli / Istanbul, Türkiye