Privacy Policy & Terms of Service

1. Privacy Policy

Turon Holidays LLC ("Turon Holidays", "we", "us", or "our") values you as our customer and respects the privacy of website visitors, travelers, and B2B travel partners. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information when you use our website, submit enquiries, make bookings, and participate in our travel services across Uzbekistan, Kazakhstan, Kyrgyzstan, Tajikistan, and Turkmenistan.

This policy should be read together with your booking agreement and any service-specific notices presented to you. Mandatory requirements of applicable law, including the Law of the Republic of Uzbekistan on Personal Data (ZRU-547), prevail over any inconsistent statement in this policy.

1.1 Data Controller & Contact Information

Turon Holidays LLC is the entity responsible for the personal information processed in connection with your enquiries and bookings:

1.2 Information We Collect

Depending on your interaction with us and the travel services requested, we collect only the information reasonably necessary to plan, confirm, and operate your journey:

• Contact details: full name, email address, country of residence, and communication preferences provided when submitting an enquiry.
• Booking details: preferred travel dates, destinations, party size, rooming configurations, approved hotel selections, itinerary choices, and booking correspondence.
• Travel documentation: passport bio-page details, passport number, issue/expiry dates, date of birth, and nationality where required to book high-speed rail tickets (such as the Afrosiyob bullet train), regional flights, hotel registrations, border permits, and Letters of Invitation (LOI).
• Payment information: invoice references, bank transfer confirmations (processed via Kapitalbank or designated correspondent banks), payment status, and accounting reconciliation records. Where online card payment links are used, card transactions are handled directly by third-party payment gateways.
• Special travel requirements: dietary preferences, mobility or accessibility considerations, and medical notes you voluntarily provide so we can tailor your ground arrangements safely.
• Technical & usage information: IP address, browser type, device identifiers, referral URLs, and cookie or pixel identifiers (such as _fbp and _fbc, where permitted by your cookie settings) collected when you browse our website.

1.3 How We Collect Information

We collect personal information when you:

• Submit an online tour enquiry, custom trip planner form, or reservation request.
• Communicate with our travel specialists via email or online messaging channels.
• Review and approve your proposed itinerary and hotel list prior to confirmation.
• Confirm a tour booking and provide traveler details for ticketing and permits.
• Browse our website through essential cookies and permitted analytics technologies.
• Book through an authorized B2B outbound travel agency or partner organization.

1.4 How & Why We Use Personal Information

• To respond to enquiries, design custom Silk Road itineraries, and issue quotations with named hotel options.
• To confirm, administer, and execute travel bookings and ground logistics.
• To issue named domestic/regional flight tickets, rail tickets, border passes, and confirmed hotel vouchers.
• To prepare visa support documentation and Letters of Invitation (LOI) where applicable.
• To process deposits, balance settlements, refunds, and accounting reconciliations.
• To communicate pre-departure briefings, itinerary updates, and on-ground support notices.
• To comply with statutory tourism, immigration, tax, and regulatory obligations.
• To maintain website performance, measure advertising attribution, and prevent fraud.
• To send travel updates or promotional communications where you have opted in or where permitted by law.

1.5 Legal Grounds for Processing

We process personal information on one or more of the following legal bases under applicable law, including ZRU-547: (a) performance of a booking contract or taking pre-contractual steps at your request; (b) compliance with legal and regulatory obligations (such as mandatory hotel guest registration and border manifest rules in Central Asia); (c) our legitimate operational interests in delivering safe, high-quality travel services and improving our platform; and (d) your valid consent, which you may withdraw at any time by contacting us.

1.6 Information Sharing & Recipients

We do not sell your personal information. We share only the minimum necessary details with trusted third parties strictly to deliver your requested services:

• Ground suppliers & hospitality partners: confirmed partner hotels, national railway authorities (e.g., Uzbekistan Railways), regional airlines, licensed transport fleets, and certified local guides.
• Cross-border & government authorities: ministries of foreign affairs, border checkpoints, and state tourism registries where required for visa support (LOIs), special border zone permits, or statutory registration.
• Financial & technology providers: servicing banks (including JSCB Kapitalbank), payment processors, website hosting infrastructure (Squarespace), email and booking management systems, and analytics/attribution providers (including Meta Platforms, subject to applicable consent).
• B2B partner agencies: if you booked through an outbound travel agent or organization, we coordinate relevant booking details with your designated representative.

1.7 Storage & Cross-Border Data Transfers

Operational booking records for services delivered in Uzbekistan are managed by our headquarters in Tashkent in accordance with the Law of the Republic of Uzbekistan on Personal Data (ZRU-547). Because our itineraries frequently span multiple Central Asian republics (Uzbekistan, Kazakhstan, Kyrgyzstan, Tajikistan, and Turkmenistan) and utilize international web hosting and email infrastructure, arranging your journey requires transferring relevant booking and passport details to verified suppliers and authorities in the countries included in your itinerary. Such cross-border transfers are carried out on the basis of performing your travel contract and your explicit request and consent when booking cross-border travel services.

1.8 Data Retention & Security

We retain personal data—including written itinerary confirmations and pre-booking hotel approval records—only as long as necessary to fulfill the purposes outlined in this policy, complete your journey, address any post-trip enquiries, and satisfy statutory tax, accounting, and licensing retention periods under Uzbekistan law. Passport copies collected solely for ticketing, visa support, or border permits are deleted once the relevant travel and regulatory verification period concludes.

We maintain reasonable organizational and technical safeguards—including HTTPS website encryption and restricted staff access—to protect personal data against unauthorized access, disclosure, or loss.

1.9 Cookies, Analytics & Attribution

Our website uses essential cookies for site functionality, security, and multilingual preferences (such as Weglot language routing), alongside analytics and Meta Pixel / Conversions API attribution tools where permitted to understand how visitors discover our tours. You can manage or disable non-essential cookies at any time through your browser settings or our cookie preference controls.

1.10 Your Privacy Rights & Choices

Subject to applicable law, you have the right to request access to the personal information we hold about you, request correction of inaccurate details, withdraw consent for optional processing, opt out of marketing emails (via the "unsubscribe" link or by emailing us), or request deletion of personal data that is no longer legally required to be retained.

To exercise your rights, please email sales@turonholidays.com with the subject line "Privacy Request". We will verify your identity and respond promptly in accordance with applicable law.

1.11 Children's Information

We do not knowingly collect personal information directly from children without parental consent. When minors travel as part of a family or school delegation, required travel and passport details must be submitted by a parent, legal guardian, or authorized group leader.

2. Booking Terms and Conditions

2.1 Scope & Contractual Agreement

These Booking Terms and Conditions govern all tour packages and travel services supplied by Turon Holidays LLC (Taxpayer ID / INN: 308466158; State Inbound Tourism License № 060874), including Scheduled Group Tours, Private FIT Tours, Customized Silk Road Itineraries, Large Group Delegations, Corporate/MICE Programs, and Short Packages across Uzbekistan and Central Asia.

Submitting an initial enquiry or requesting a custom quotation does not create a binding contract. A binding booking contract is formed when you approve your written quotation and proposed itinerary (including the communicated hotel list), receive a written Booking Confirmation from Turon Holidays, and proceed with the applicable deposit, payment, or written confirmation under an agreed booking arrangement. By confirming a booking, you agree to these Terms on behalf of yourself and all travelers named in your reservation. Specific terms stated in your confirmed written invoice or itinerary take precedence over general provisions where expressly agreed.

2.2 Enquiries, Quotations & Confirmation

You may initiate an enquiry by completing our online form or emailing your preferred travel dates and itinerary details to:

• General: sales@turonholidays.com
• B2C: b2c@turonholidays.com
• B2B: b2b@turonholidays.com

Upon receiving your enquiry, our reservations team prepares a detailed written proposal including the itinerary routing, inclusions, and proposed hotel names for your review. Once you approve the proposal and availability is verified, we issue an official Booking Confirmation and invoice. Please verify that traveler names (matching passports exactly), travel dates, approved hotel selections, inclusions, and rooming configurations are accurate prior to confirming your reservation.

2.3 Prices, Uncapped Party Sizes, Inclusions & Exclusions

Tour prices are quoted in US Dollars (USD) unless otherwise stated in your written quotation. Turon Holidays LLC imposes no arbitrary minimum or maximum passenger limit: we operate journeys for solo travelers, couples, families, private groups of any size, and large-scale corporate, academic, or MICE delegations. Pricing is tailored transparently according to your exact party size, transport configuration (from private sedans and minivans to full-size motorcoaches), and your approved hotel tier.

Unless expressly listed under "Included" in your confirmed itinerary, tour prices do not include long-haul international flights, consular visa fees, travel or medical insurance, optional excursions, alcoholic beverages, gratuities for guides and drivers, or personal expenses.

2.4 Accommodation Transparency, Pre-Booking Hotel Approval & Quality Standards

Our accommodation policy is designed to ensure that clients understand and approve their proposed accommodation before committing to a reservation. The following conditions apply:

1. Advance Disclosure of Hotel Names: Before booking confirmation and payment, Turon Holidays provides the proposed hotel names, property categories, and locations for each destination in the itinerary. Where a property has not yet been confirmed by its supplier, this will be clearly communicated to the client.
2. Client Review and Selection: Clients are encouraged to review the proposed properties, including photographs, room configurations, facilities, locations, and independent traveler feedback. Clients may request alternative properties or upgrades before confirming their booking, subject to availability and any applicable price difference.
3. Written Acceptance of Accommodation: The final hotel list is documented in the written quotation, approved itinerary, or booking confirmation. By approving the itinerary and proceeding with the booking, the client acknowledges the accommodation arrangements communicated at that time. The approved hotel list forms part of the agreed booking specifications. Any subsequent changes will be handled in accordance with the substitution provisions below.
4. Hotel Classification and Individual Expectations: Hotel classifications and star ratings may differ between Central Asian countries and international hotel chains. Traditional boutique hotels, heritage properties, guesthouses, and locally classified accommodation may also differ in architectural style, room dimensions, facilities, and service standards. Clients should consider the individual property details and facilities disclosed before booking. A difference in personal preference or subjective expectations, by itself, does not establish that Turon Holidays has failed to provide the agreed accommodation. This provision does not exclude responsibility for accommodation that materially differs from the confirmed booking or applicable service description.
5. Accommodation Concerns During the Tour: If a room allocation, hotel facility, or accommodation service does not correspond to the confirmed booking, clients are encouraged to notify their Turon Holidays tour manager or operations desk as soon as reasonably possible. Our team will investigate the matter and make reasonable efforts to resolve it during the journey, including contacting the hotel, arranging a correction, or proposing suitable alternative accommodation where necessary. Clients may also submit concerns after completing their tour. Failure to report an issue during the journey does not automatically remove any rights or remedies available under applicable law.
6. Hotel Substitution and Unavailability: In exceptional circumstances, a confirmed hotel may become unavailable due to overbooking, maintenance, operational restrictions, or other circumstances beyond our reasonable control. In such cases, Turon Holidays will inform the client as soon as reasonably practicable and arrange alternative accommodation of a comparable or higher agreed standard, without additional accommodation charges where the substitution is our responsibility. If a suitable alternative cannot be arranged, we will discuss appropriate options with the client in accordance with the booking agreement and applicable law.
7. Booking Documentation: Turon Holidays LLC maintains relevant booking correspondence, approved itineraries, hotel confirmations, and supplier records to document the accommodation arrangements agreed with each client. These records help establish the services offered, the accommodation selected, and the arrangements confirmed before the commencement of the tour.

These provisions do not exclude or restrict any mandatory consumer rights, statutory remedies, or contractual responsibilities that cannot lawfully be waived under the laws of the Republic of Uzbekistan or other applicable law.

2.5 Traveler Responsibilities, Passports & Visas

• Passport Validity: Travelers must hold a passport valid for at least 6 months beyond the scheduled conclusion of the trip, with sufficient blank pages for border stamps and visas.
• Visas & Entry Permits: Where included in your tour package, Turon Holidays provides official visa support documentation and Letters of Invitation (LOI). However, obtaining the actual visa (e-visa or consular visa), paying consular/entry fees, and complying with entry health or customs regulations remain the traveler's responsibility.
• Travel Insurance: Comprehensive travel and medical insurance—covering trip cancellation, medical treatment, emergency repatriation, and baggage loss—is strongly recommended for all travelers and mandatory for high-altitude mountain or trekking itineraries.
• Fitness & Conduct: Travelers should ensure they are fit for walking tours over historic cobblestones, uneven archaeological sites, and overland transit, and must respect local laws, cultural customs, and safety instructions throughout Central Asia.

2.6 Amendments Requested by the Customer

If you wish to amend your confirmed travel dates, itinerary routing, hotel tier, or passenger details after confirmation, please submit your request in writing to sales@turonholidays.com as early as possible. We will make every reasonable effort to accommodate changes, subject to supplier availability and any third-party rebooking or ticket re-issuance fees (such as railway, airline, or hotel modification charges), which will be communicated to you before the amendment is finalized.

2.7 Operational Adjustments, Third-Party Suppliers & Force Majeure

Turon Holidays coordinates direct ground vehicles, guides, and logistics, while also contracting with independent third-party suppliers including national railways, airlines, and hotels. While we exercise careful selection and oversight of all local partners and remain responsible for delivering contracted package services in accordance with applicable tourism law, international air and rail carrier services also remain subject to their respective conditions of carriage and international conventions.

In the event of weather disruptions, mountain pass closures, railway/airline schedule changes, state events, border checkpoint delays, or other force majeure circumstances beyond our reasonable control, Turon Holidays will work proactively on the ground to provide the best available alternative routing, transport, or comparable accommodation.

3. Deposits and Payment Policy

3.1 Deposit & Balance Schedule by Booking Window

Once you have reviewed and approved your proposed itinerary and hotel list, the payment schedule depends on how far in advance of the departure date your booking is confirmed, as specified on your written invoice:

• Bookings Confirmed 60 or More Calendar Days Before Departure: A deposit of 30% of the total tour price is payable upon booking confirmation and invoice issuance to secure rail tickets, regional flights, permits, and approved hotel allocations. The remaining 70% balance is due no later than 60 calendar days prior to the scheduled tour start date (unless "Pay on Arrival" settlement in Tashkent has been expressly agreed in writing).
• Bookings Confirmed Within 60 Calendar Days of Departure: Where advance payment is required for reservations confirmed less than 60 calendar days before the scheduled tour start date, 100% of the tour price is due upon booking confirmation and invoice issuance, unless an alternative payment schedule or "Pay on Arrival" settlement is expressly stated on your confirmed invoice.
• Payment Processing Fee: Where payments are settled via international card gateway or cross-border bank transfer, a 5% payment processing fee applies where disclosed on your invoice before confirmation to cover third-party banking, merchant gateway, and international transfer charges.

Payment deadlines must be observed to prevent automatic release of airline, rail, and hotel holds. Turon Holidays reserves the right to treat a booking as cancelled if scheduled payments are not received by the stated due date after reasonable written reminder notice.

3.2 Promotional "$0 Down / Pay on Arrival" Bookings

As part of our commitment to accessible tourism across Central Asia, designated land tours and qualifying departures may be offered with a $0 Deposit / Pay on Arrival reservation option.

• Eligibility for $0 Down reservations applies to designated tours and qualifying dates, subject to supplier availability and our reservations team's written confirmation.
• Under the $0 Down option, Turon Holidays still provides the proposed hotel list in advance for your written approval prior to confirming your land arrangements, and you settle your agreed tour balance directly with our local operations desk upon arrival in Tashkent (or as specified in your written confirmation).
• Certain components requiring immediate non-refundable issuance—such as domestic or regional flights, peak-season Afrosiyob high-speed train tickets, or Turkmenistan/Tajikistan border permits—may require a partial advance payment if disclosed and agreed prior to booking confirmation.

4. Cancellation and Refund Policy

We understand that travel plans can change. All cancellation requests must be submitted in writing via email to sales@turonholidays.com referencing your booking number, lead traveler name, and scheduled departure date. A cancellation is effective on the business day written notice is received by our reservations desk.

4.1 Cancellations 30 or More Calendar Days Before Departure

Where written cancellation notice is received at least 30 calendar days prior to the scheduled departure date:

• No Turon Holidays Cancellation Penalty: Turon Holidays does not charge an internal cancellation penalty for land arrangements cancelled 30 or more days before departure.
• Recoverable Funds & Documented Supplier Costs: All amounts paid will be refunded, minus only (a) actual, documented, non-recoverable third-party supplier costs already incurred on your behalf in accordance with your confirmed booking (such as issued non-refundable air/rail tickets, special permits, or non-refundable hotel allocations expressly disclosed at booking), and (b) non-recoverable third-party banking or card gateway transaction fees actually incurred.
• Air & High-Speed Rail Tickets: Domestic/regional flight tickets and Afrosiyob rail tickets are subject to the fare rules of the respective airline or railway authority. Cancellations received 30+ days before departure will be refunded less any mandatory carrier refund fee.

4.2 Cancellations Less Than 30 Calendar Days Before Departure

For cancellations received less than 30 calendar days before the scheduled departure date, hotels, transport providers, railways, and airlines typically apply late-cancellation charges. In such cases, your refund will be calculated by deducting services already delivered and actual, documented third-party supplier cancellation charges and non-recoverable costs incurred by Turon Holidays in connection with your booking. Upon request, Turon Holidays will provide an itemized statement of any such deductions.

4.3 Rescheduling & Deposit Credits

If you need to postpone your trip rather than cancel outright, please notify us as early as possible. Where suppliers permit date changes, Turon Holidays will assist in transferring recoverable deposit and prepayment balances toward a rescheduled departure date within 12 months, subject to any actual third-party rebooking fees or seasonal rate differences. These cancellation provisions operate subject to any mandatory consumer refund rights under applicable law.

4.4 Cancellation or Date Revision by Turon Holidays

Occasionally, Turon Holidays may be required to cancel or modify a scheduled trip start date due to safety conditions, extreme weather, border closures, or operational necessity:

• We will notify you as soon as possible and offer you a revised trip date or a comparable alternative itinerary.
• If you choose not to participate on the revised trip date or alternative itinerary, we will provide a refund of payments made to Turon Holidays in accordance with your booking agreement and applicable law.
• Unless required by applicable law, Turon Holidays is not responsible for independent incidental expenses incurred outside of the contracted package (such as separately booked international flights, independent hotel stays, or travel insurance premiums); travelers are strongly advised to maintain comprehensive travel insurance covering trip disruptions.

4.5 Refund Processing

Approved refunds are initiated back to the original payment method (bank wire or payment card) within 14 business days of written refund confirmation. Please note that international correspondent banks or card issuers may take an additional 5–10 business days to post funds to your account.

5. General Provisions & Legal Registry

5.1 On-Ground Assistance & Complaint Resolution Procedure

Turon Holidays LLC maintains a dedicated operations desk in Tashkent and local support teams across Central Asia so that any service or accommodation concern can be addressed promptly while you are traveling.

• During Your Tour: If any aspect of your accommodation, transport, or guided services does not correspond to your confirmed booking, we encourage you to notify your Turon Holidays tour manager or our operations desk as soon as reasonably possible so we have the opportunity to investigate and resolve the matter on the spot.
• After Your Tour: If a concern could not be resolved during the journey—or if you wish to submit formal post-tour feedback—please email sales@turonholidays.com with your booking reference and relevant details, ideally within 30 days of tour completion. Our management team will review your correspondence alongside the approved pre-booking itinerary, hotel confirmation records, and operational logs, and respond in writing. Nothing in this procedure limits any statutory rights or remedies available to travelers under applicable consumer or tourism law.

5.2 Governing Law & Consumer Protections

These Terms and any booking agreement entered into with Turon Holidays LLC are governed by the laws of the Republic of Uzbekistan, including the Law on Tourism and the Law on Protection of Consumer Rights. Any dispute that cannot be resolved amicably through good-faith negotiation shall be subject to the jurisdiction of the competent courts in Tashkent, Uzbekistan, without prejudice to any mandatory statutory consumer protections that cannot lawfully be waived.

5.3 Severability

If any provision of these Terms is found by a competent authority to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

5.4 Verified Corporate Registry

Legal Operator: Turon Holidays LLC (Established 2017)
Taxpayer Identification Number (INN): 308466158
State Inbound Tourism License: № 060874 (Issued by the Republic of Uzbekistan — Verify Official State Registry ↗)
Headquarters Address: Ziyonur Street, 22, Mirobod District, Tashkent, 100080, Uzbekistan
Regional Operations Desks: Tashkent · Almaty · Bishkek · Dushanbe · Ashgabat
General: sales@turonholidays.com
B2C: b2c@turonholidays.com
B2B: b2b@turonholidays.com