Last updated: 8 October 2026
These Terms and Conditions apply to guest-support, concierge-coordination and practical-assistance services supplied by White Umbrella LLC (“White Umbrella”, “we”, “us” or “our”).
A booking confirmation may contain additional details specific to the guest, dates and requested services. These Terms and Conditions should be read together with that confirmation, the applicable Price List, the Privacy Notice and any relevant health-information notice or consent form.
1. The Contracting Parties
The service agreement is between White Umbrella LLC and the person identified as the customer in the booking confirmation (“the guest” or “you”).
If someone books or pays on another guest’s behalf, that person must have authority to provide the booking information and accept the relevant financial obligations. The person receiving the service must also comply with the terms concerning conduct, safety, privacy and service boundaries.
White Umbrella’s business and contact details are:
Legal name: White Umbrella LLC
Registered address: [INSERT REGISTERED ADDRESS]
Registration details: [INSERT DETAILS IF INTENDED FOR PUBLICATION]
Email: [INSERT EMAIL ADDRESS]
Telephone/WhatsApp: [INSERT NUMBER]
2. Nature of the Service
White Umbrella provides English-speaking concierge coordination and practical local assistance in Bodrum.
Depending on the booking, services may include:
- Remote assistance and local enquiries;
- Reservations and provider communication;
- Practical in-person assistance;
- Errands and collections;
- Appointment accompaniment;
- General interpretation;
- Travel and leisure coordination;
- Licensed transport booking; and
- Non-medical health and recovery support.
White Umbrella is not a healthcare provider, emergency service, law firm, certified translation service or licensed passenger-transport operator.
We may decline or stop a request that is outside the agreed scope, requires a regulated professional, presents an unreasonable safety risk or cannot reasonably be completed lawfully.
3. Enquiries and Booking Confirmation
An enquiry does not create a confirmed booking.
A booking is accepted only when White Umbrella confirms in writing:
- The requested service or package;
- The service dates or package period;
- The main scope of assistance;
- The price and currency;
- The included hours and mileage, if applicable;
- The payment arrangements; and
- Any material booking-specific conditions.
The guest should review the confirmation promptly and notify White Umbrella of any error or omission.
Changes requested after confirmation remain subject to availability and may affect the price.
4. Seven-Night Packages
Unless otherwise agreed in writing, a seven-night package applies to one guest stay lasting no more than seven consecutive nights.
The published assistance hours and kilometres are total allowances for the complete package period. They are not daily allowances.
The current packages are:
| Allowance | Essential | Travel & Leisure | Health & Recovery |
|---|---|---|---|
| Daytime remote assistance | 3 hours | 2 hours | 4 hours |
| Evening remote assistance | 1 hour | 1 hour | 1 hour |
| In-person assistance | 3.5 hours | 1 hour | 7 hours |
| Mileage | 24 km | 12 km | 40 km |
| Package period | Up to 7 nights | Up to 7 nights | Up to 7 nights |
Pre-arrival discussion and reasonable planning appropriate to the selected package are also included.
A package does not guarantee that every requested task can be completed. Individual requests remain subject to availability, reasonable notice, the agreed service boundaries and any third-party restrictions.
5. Recording and Using Package Allowances
Remote research, telephone calls, messages, reservations, enquiries and provider communication are deducted from the applicable remote-assistance allowance.
Agreed work requiring White Umbrella’s physical presence is deducted from the in-person allowance.
White Umbrella will keep reasonable service records and will notify the guest when a request is expected to exceed a remaining allowance.
Work beyond an allowance will proceed only after the guest or other authorised payer approves the applicable additional charge.
6. Hourly Billing
Hourly services have a minimum charge of one hour.
After the first hour, additional time is charged in 30-minute increments. Each started half-hour is rounded up.
For example, a service lasting one hour and ten minutes is billed as one and a half hours.
Where disclosed and agreed in advance, chargeable service time may include:
- Necessary travel;
- Waiting time;
- Communication with providers;
- Research or preparation; and
- Other work reasonably required to complete the agreed request.
The applicable service category and rate will be identified before chargeable work begins.
7. Mileage
Mileage for agreed work is calculated from White Umbrella’s designated operating base using Google Maps.
Chargeable mileage includes:
- The outward journey from the operating base to the agreed destination;
- Necessary travel between agreed destinations; and
- The return journey to the operating base.
The complete round-trip distance is rounded up to the next whole kilometre.
For package bookings, included mileage is deducted first. Additional kilometres are charged at the published rate in the guest’s booking currency.
The operating base used for the calculation will be stated in the booking confirmation. Mileage charges relate to White Umbrella’s work travel and do not constitute a passenger fare.
8. Additional Services and Approval
Services beyond an agreed package or booking scope are charged at the applicable published rate.
White Umbrella will explain the relevant rate or fee and obtain approval before undertaking additional chargeable work, except where immediate action is reasonably necessary to protect a person’s life or physical integrity and the guest cannot provide instructions.
Approval may be recorded through email, WhatsApp or another agreed written channel.
9. Payment
The fixed price for a package is payable at the first scheduled greeting with White Umbrella unless another payment arrangement is confirmed in writing.
If a booking does not include an in-person greeting, the booking confirmation must specify the payment time and method.
Additional assistance, mileage, coordination fees, expenses and third-party charges must be paid in accordance with the applicable invoice or written payment request.
White Umbrella may pause non-urgent work while an overdue amount remains unpaid, after giving reasonable notice where circumstances permit.
10. Third-Party Costs and Reimbursements
Tickets, deposits, parking, tolls, meals, accommodation, transport fares, tours, treatments, clinic fees, medication, purchases, translator fees and other third-party costs are not included unless expressly stated.
Agreed fixed third-party costs may be collected separately by White Umbrella. Variable personal expenses, including restaurant bills and shopping, normally remain the guest’s responsibility.
When White Umbrella purchases an item on the guest’s behalf:
- The purchase must be authorised;
- The guest must reimburse the actual purchase price upon delivery or presentation of the item;
- White Umbrella will provide the receipt or other available proof of purchase; and
- Any separate errand time and mileage will be charged or deducted from the package allowance as agreed.
Where a provider does not issue a conventional receipt, White Umbrella will provide the available transaction evidence and explain the cost.
11. Independent Third-Party Providers
Clinics, pharmacies, restaurants, accommodation businesses, tour operators, translators, transport operators and other suppliers are independent third parties.
Their availability, prices, terms, safety procedures, cancellation rules and performance remain their responsibility.
White Umbrella may research options, communicate instructions and coordinate arrangements, but it does not control or guarantee an independent provider’s service.
White Umbrella will not substitute one provider for another where the change would materially affect the arrangement without first obtaining approval, unless an urgent situation makes prior approval impracticable.
12. Coordination Fees
Unless otherwise stated, a published flat coordination fee covers:
- Communication with one provider;
- Confirmation of one arrangement; and
- One reasonable amendment.
Contacting additional providers, repeated changes, a substantially different request or significant additional work may incur another coordination fee.
The guest will be told about the additional fee before that work begins.
A coordination fee remains payable once the relevant coordination work has been performed, even if the guest later chooses not to use the provider. Third-party cancellation or refund terms apply separately.
13. Cancellations by the Guest
The guest should give White Umbrella at least 24 hours’ notice when cancelling a package or scheduled service.
Notice takes effect when received through the contact method identified in the booking confirmation.
If at least 24 hours’ notice is given, the guest will not be charged for unperformed White Umbrella services, but remains responsible for:
- Services already delivered;
- Mileage already travelled;
- Authorised purchases;
- Completed coordination work; and
- Third-party costs that cannot be recovered.
If less than 24 hours’ notice is given, White Umbrella may additionally charge for White Umbrella services firmly scheduled within the first 24 hours after receipt of the cancellation.
These charges may include a scheduled airport greeting, reserved assistance time, agreed travel or waiting time, and associated mileage.
White Umbrella’s late-cancellation charge will not extend to its own services scheduled beyond that initial 24-hour period.
Third-party commitments remain subject to the provider’s own cancellation and refund terms.
This clause does not limit any cancellation or withdrawal right that cannot legally be excluded.
14. Cancellations or Changes by White Umbrella
White Umbrella may cancel or modify a service where it cannot reasonably be provided because of illness, unsafe conditions, events outside reasonable control, inaccurate or incomplete information, non-payment, abusive conduct or a request falling outside lawful or agreed service boundaries.
Where White Umbrella cancels for reasons not caused by the guest, the guest will not be charged for the affected unperformed White Umbrella service. Any prepaid amount allocated to that service will be refunded.
Where practical, White Umbrella may offer a rescheduled service or help identify another provider. The guest is not required to accept an alternative.
Third-party refunds remain subject to the provider’s terms, although White Umbrella will provide reasonable assistance in requesting any available refund.
15. Refunds of Unused Prepaid Package Allowances
Unused prepaid assistance time and mileage are eligible for a proportional refund. This applies:
- When a package is cancelled early; and
- When allowances remain unused at the end of the seven-night package period.
A refund is calculated in the currency originally paid using package-adjusted allowance values, not the full standalone rates.
The calculation is:
Refund = package price × unused standalone allowance value ÷ total standalone value of all package allowances
For this calculation:
- Daytime remote hours use the published daytime remote-assistance rate;
- Evening remote hours use the published evening remote-assistance rate;
- In-person hours use the published general in-person assistance rate; and
- Mileage uses the published additional-mileage rate.
The calculation is performed separately in the currency paid. Intermediate calculations may use additional decimal places, with the final result rounded to the nearest penny or cent.
Completed services, mileage already travelled, valid late-cancellation charges, authorised purchases and legally recoverable non-refundable third-party costs are not treated as unused allowances.
Included pre-arrival discussion and ordinary package planning are not assigned a separate deduction under this formula unless the booking confirmation expressly identifies and prices a separate planning service.
Unused allowances cannot be transferred, exchanged or carried forward to another guest or booking.
White Umbrella will provide a summary of the calculation upon request.
16. Guest Responsibilities
The guest must:
- Provide accurate contact, accommodation, scheduling and service information;
- Promptly report changes affecting an agreed service;
- Be available at agreed times and locations;
- Treat White Umbrella personnel and providers respectfully;
- Follow reasonable safety instructions;
- Pay agreed charges when due; and
- Avoid requesting unlawful, unsafe or regulated work that White Umbrella is not authorised to provide.
The guest remains responsible for personal decisions, passports and travel documents, insurance, appointments, clinical instructions and amounts owed directly to third parties.
A guest should disclose only practical limitations that are relevant to the requested service.
17. Health and Recovery Support
Health & Recovery Support is strictly non-medical.
White Umbrella does not:
- Diagnose or treat a health condition;
- Give medical advice;
- Provide nursing or personal care;
- Lift, bathe or dress a guest;
- Prescribe, administer or manage medication;
- Monitor a guest clinically; or
- Provide emergency response.
Guests remain responsible for following their treating clinician’s instructions and arranging any medical supervision or personal care they require.
General interpretation by White Umbrella is not a substitute for professional medical interpretation. Where precise clinical communication is required, an appropriately qualified independent interpreter should be used.
For a medical emergency in Türkiye, call 112 or contact the treating clinic. Website forms and ordinary messaging channels are not emergency services.
18. Interpretation and Translation
General interpretation is intended to assist ordinary practical communication. It may not be suitable for legal, medical, financial or official reliance.
Certified or official translations must be completed by an appropriately qualified independent translator. White Umbrella may coordinate that service, but the translator’s fee and terms are separate.
19. Delays and Events Outside Reasonable Control
Traffic, weather, closures, provider availability, public disruption and other circumstances outside White Umbrella’s reasonable control may affect arrival or completion times.
White Umbrella will communicate a material delay when reasonably possible and may help identify an alternative arrangement.
This clause does not remove responsibility that cannot lawfully be excluded.
20. Personal Information and KVKK Data Minimisation
White Umbrella processes personal information in accordance with its applicable privacy notices and the booking requirements.
Consistent with the KVKK principle that personal data should be relevant, limited and proportionate to the purpose, White Umbrella seeks to collect and share only the minimum information reasonably necessary to:
- Respond to an enquiry;
- Assess and provide the requested service;
- Coordinate an authorised arrangement;
- Maintain service and payment records; and
- Meet applicable legal obligations.
Guests should not send complete medical records, diagnostic images, unrelated medical history, passport copies, payment-card details or other unnecessary sensitive information through a general enquiry form, WhatsApp or ordinary email.
Health information should be supplied only when necessary for the requested non-medical coordination. Where required, White Umbrella will provide the relevant privacy information and obtain an appropriate authorisation before processing or sharing it.
Information will be shared only with an authorised recipient and only to the extent reasonably necessary for the specific task, unless another lawful ground requires or permits disclosure.
Using WhatsApp, email or another international communications service may involve processing or storage outside Türkiye. Relevant information and choices should be explained in the applicable Privacy Notice.
Privacy requests may be sent to: [INSERT PRIVACY EMAIL ADDRESS]
21. Complaints
Please report a concern as soon as reasonably possible so White Umbrella has an opportunity to investigate and respond.
Complaints should include:
- The guest’s name;
- The relevant booking or service date;
- A concise description of the concern; and
- The preferred contact method.
Send complaints to: [INSERT EMAIL ADDRESS]
Nothing in this section restricts a right or remedy available under applicable law.
22. The Complete Service Agreement
The service agreement consists of:
- The booking confirmation;
- These Terms and Conditions;
- The applicable Price List;
- The Privacy Notice;
- Any relevant health-information notice or consent; and
- Any later written change accepted by both parties.
If a booking confirmation conflicts with a general website description, the booking confirmation takes priority for the service-specific details of that booking. It cannot override rights that applicable law does not allow the parties to exclude.
23. Applicable Law and Mandatory Rights
The agreement is subject to the law identified in the booking confirmation and to any mandatory consumer or data-protection rules that apply regardless of the chosen law.
Nothing in these Terms and Conditions excludes, restricts or replaces a statutory right that cannot legally be waived.
24. Changes to These Terms
The version supplied or linked when the booking is accepted applies to that booking.
White Umbrella may update its website terms for future bookings. A later website update will not retrospectively change an existing booking unless the parties agree to the change in writing or the change is required by law.