Etstur Travel Agency Promised Date Change but Provided No Refund

I made a package reservation with ETS Tur for Zerzevan Hotel in Mardin for January 9–12 (3 nights, 4 days), and I paid for this reservation by credit card.

Unfortunately, I became ill shortly before the check-in date and was unable to travel. On January 8, I informed ETS Tur about my illness and emailed them my hospital report. I shared my medical documentation more than once to ensure there was no doubt about my condition.

After reviewing my case, they initially told me they would assist me by changing the dates of my reservation to a later time. However, despite this assurance, they neither postponed my reservation nor issued a refund, and the reservation went unused because of my illness.

Since I was completely unable to benefit from the package due to a documented medical condition—and since I acted in good faith by notifying them in advance and providing my hospital report—I find it unacceptable that no solution was offered.

I am requesting a full refund of the amount I paid for this package reservation, or an immediate and fair alternative solution equivalent to a full refund.