Frequently Asked Questions

HemenKayak is a platform where you can compare ski/snowboard shops and instructors and create a booking request. The shop or instructor you choose provides the service, not us — we facilitate the booking process electronically.

No. The lesson is given by the instructor or ski school named in the booking; the equipment is rented by the shop named in the booking. HemenKayak only facilitates the booking electronically.

We currently only serve the listed ski resorts in Turkey (Uludağ, Palandöken, Erciyes, Kartalkaya, Sarıkamış, Ilgaz) — resorts abroad are out of scope. The platform is only for rental and lesson bookings; we do not sell equipment. Also, since your booking is subject to shop/instructor confirmation, this may not suit you if you're looking for an instant, guaranteed booking.

You choose the shop or instructor you want and enter the required information. Before paying, you see the booking summary and the pre-contractual information document. Once you complete payment, your booking request is sent to the relevant shop or instructor.

No. Making a payment or having a provisional hold placed on your card does not by itself confirm the booking. Your booking is confirmed the moment the relevant shop or instructor accepts your request.

If your request is declined or not answered in time, the booking is treated as never formed. Any amount you paid is refunded in full; any provisional hold is released. No cancellation deduction applies in this case.

Yes. If the shop/instructor hasn't confirmed yet, you can withdraw your request directly. For a confirmed booking, cancellation/refund terms depend on how much time remains before the service starts — see the details in our Pre-Contractual Information Form and Cancellation, Refund, Force Majeure and Extraordinary Circumstances Policy.

- If the shop/instructor hasn't confirmed your request yet: the full amount you paid is refunded. - If less than 24 hours have passed since the contract was formed and more than 24 hours remain before the service: 100% refund. - If the first 24-hour free-cancellation window has passed but more than 24 hours remain before the service: 95% refund (the remaining 5% is applied as a cancellation deduction). - If 24 hours or less remain before the service: as a rule, no refund is given for a cancellation made by your own choice. Different rules apply for the right of withdrawal, defective/incomplete service or force majeure — see the details in our Cancellation, Refund, Force Majeure and Extraordinary Circumstances Policy.

Once a refund is initiated, how long it actually takes to appear on your card or account can vary depending on your bank, card issuer or payment provider.

If the instructor's identity is a material factor in your booking, any change is subject to your approval — you are not required to accept an alternative instructor. If you decline, or no suitable alternative is found, the full amount you paid for that lesson is refunded. If the instructor's identity is not a material part of the booking, another instructor with the same discipline and qualifications may be assigned at no extra cost to you.

Unless a specific brand/model is explicitly stated in the booking, the images on the site are representative — you'll receive equivalent equipment of the same category, class and intended use.

If a specific brand/model was explicitly committed to in the booking and it can't be provided, the shop may offer you a suitable alternative. You are not required to accept this alternative, and no extra charge may be applied for the substitution. If no suitable alternative is offered or you decline it, the full amount you paid for that item is refunded.

Being late does not by itself cancel the booking — the lesson continues safely for the remaining time where possible. However, the end time is not extended and no refund is given for unused time. For equipment rental, if you don't pick up the equipment within the no-show window communicated to you before payment and don't contact the shop, the booking may be terminated as a no-show.

Not every change in weather, snow, slope or visibility conditions automatically creates a right to cancel or a refund — the service continues if it can be delivered safely. If conditions prevent the service from being delivered safely, it may be paused, postponed, or an alternative date may be offered. Refunds for the part that couldn't be delivered follow our Cancellation, Refund, Force Majeure and Extraordinary Circumstances Policy.

For issues related to booking, payment, cancellation/refund or service, you can use HemenKayak's support channels. Matters within the shop's or instructor's responsibility are forwarded to them as needed. Using our support system does not remove your right to apply to legally authorized bodies (such as a consumer arbitration board).

Your personal data is processed, to the extent necessary, for purposes such as membership, booking, payment and refund processes, support requests and security. Data of adult and child participants other than the booking holder is explained in a separate notice (Privacy Notice on the Processing of Participants' Personal Data). See our Privacy Notices for full details.

From the search bar on the homepage, or the /magazalar (shops) and /bolgeler (regions) pages, you can compare approved shops in the ski resort you're heading to by price and rating, pick a package, and create a booking request.