72 + hours before
100%
Full refund to card
Any reason, no questions. Slot returns to inventory immediately.
Legal · Refund Policy · Version 2.1
Refunds, reschedules, the four windows that decide.
The cistern caps each 15-minute slot at 85 people. That finite inventory is why our refund windows exist. Here are the four tiers, plain rules, same for every ticket. Municipality-side closures are always full refund. Refunds run through Stripe and land on your card within five business days.
The four windows
Hours before your 15-minute slot pick the tier.
All times measured in Istanbul local time. Municipality-side closures override all tiers: 100% refund regardless of timing.
24 – 72 hours
50%
Partial refund
Half back. Alternatively full-amount reschedule — only a small handling fee (case-by-case) inside 48 hours.
0 – 24 hours
0%
12-month credit
No cash refund. 100% becomes credit usable across any Istanbul Tourist Information booking.
After slot passes
—
No refund, no credit
The slot inventory was committed. An unused ticket cannot be retroactively reversed.
What this policy covers.
Every ticket and add-on sold on basilicacistern.istanbul-tourist-information.com: adult entries, audio guide.
Not covered: tickets from the Municipality's cistern operator directly, from the ticket counters at the gate, or third-party resellers. Their refund terms apply to their sales.
Consumer law note: the EU Consumer Rights Directive's 14-day cooling-off does not apply to timed leisure services. Our windows above are more generous than the directive requires.
How to request.
Four steps, under five minutes.
Step 01Find your booking
Reference: BC- + six characters, in the confirmation email.
Step 02Check the window
Hours between now and your 15-minute slot = the tier.
Step 03Submit
Reply to confirmation with "refund request" in the subject. No reason needed.
Step 04Confirm
Human review within 8 business hours. Email with amount and landing estimate.
What is and what isn't refundable.
- Ticket face value + booking fees within window tiers.
- Audio guide included in the same ticket — no separate add-on.
- Full amount if Municipality closes the cistern.
- Full amount if confirmation isn't delivered within 60 minutes.
- Duplicate charges — processed in under 24 hours regardless of window.
- No-shows past the 10-minute grace window.
- Transport, hotel, onward travel — not our product.
- Foreign-exchange margin between banks.
- Third-party tickets from other resellers.
- Partial closures (one walkway roped off) — core experience remains accessible.
Free reschedule window.
Reschedules are almost always better than refunds — you keep the slot. Free up to 48 hours before the slot. Inside 48 hours: handled case-by-case via support. New date within six months. No limit on the number of reschedules provided each respects the window.
When the cistern closes.
The Municipality of Istanbul operates the cistern. They close it occasionally for maintenance (typically a Monday, every 4-6 weeks). When the closure hits your booked slot, full refund regardless of window, or free reschedule. Detection from the operator feed within two hours of any announcement; proactive refund to every affected booking.
Partial closures (one walkway roped off, a corner under restoration): no refund. Core experience remains accessible.
Note on chargebacks.
Chargebacks work, but take 30-90 days vs. our 5-day direct refund. If unjustified (completed visit then disputed), we submit evidence and the charge may be reinstated plus a dispute fee. Write to us first.
Processing timeline.
0 – 8 hours
Human review. Support reads your request, confirms window, approves, sends confirmation email.
8 – 24 hours
Stripe submission. Refund goes to Stripe's refund API.
1 – 3 business days
Stripe settles. Amount deducted from us, forwarded to your card network.
3 – 5 business days
Your bank posts it. Variable step: European banks fast, US banks slower, prepaid cards slowest.
Day 10+
Still missing? Email support — we send the Stripe receipt with ARN so your bank can locate it.
Need a refund
Write to us first — before your bank.
Direct email is the fastest path. Seven days a week, eight-hour first-response target on business days.
Refund requests
refunds@istanbul-tourist-information.com