Booking Terms and Conditions

Important information

Please read these Booking Terms and Conditions carefully before making a booking. They explain the legal relationship between you and Wonder Albania, including payment obligations, cancellation charges, traveller responsibilities and limitations of liability.

These Terms apply to bookings made through wonderalbania.com, by email, by telephone, through an authorised agent, or by any other method accepted by us. Your booking confirmation, invoice, confirmed itinerary, essential trip information and any written special conditions supplied before booking form part of your agreement with us (together, the “Booking Agreement”).

Nothing in these Terms limits any consumer right or remedy that cannot lawfully be excluded or restricted.

1. Who we are

“Wonder Albania”, “we”, “us” and “our” mean:

Legal entity: Wonder Albania Trading name: Wonder Albania
Email: hello@wonderalbania.com
Telephone: +355 692290036
Emergency assistance: +355 682778037

The person who makes a booking is the “Lead Traveller.” “You”, “your” and “Traveller” refer to the Lead Traveller and every person included in the booking.

2. Our role and the services we sell

Depending on what is stated in your booking confirmation, we may:

1. organise and sell a package or tour in our own name;
2. directly provide guiding, trip-planning or other services; or
3. act as an intermediary arranging a service supplied by an independent hotel, transport provider, activity operator, guide, airline, vehicle-rental company or other supplier.

Where we act only as an intermediary, the relevant supplier’s terms may also apply and the supplier is responsible for performing its service. We will identify this role where reasonably possible before confirmation. Where we organise a package in our own name, we accept the responsibilities imposed on an organiser by applicable law.

Illustrations, maps, photographs, durations and descriptions on our website are provided to help you choose a trip. They do not become binding until included in your confirmed Booking Agreement. Travel times, hotel classifications, room configurations and facilities may differ from expectations or standards used in your home country.

3. Eligibility and authority to book

The Lead Traveller must be at least 18 years old and legally capable of entering into a contract. By booking, the Lead Traveller confirms that they:

• have authority to accept the Booking Agreement for every Traveller;
• will provide these Terms and all relevant trip information to every Traveller;
• are responsible for making all payments due for the booking; and
• have obtained permission to provide the personal information of every Traveller to us and relevant suppliers.

A Traveller under 18 must travel with, or have the written authorisation and supervision required by, a parent, legal guardian or other responsible adult. We may request evidence of age, authority or consent.

4. Booking process and contract formation

An enquiry, quotation, proposed itinerary, reservation hold or payment link is not a confirmed booking. A binding contract is formed only when:

1. we receive the required deposit or full payment;
2. we accept the booking; and
3. we issue written booking confirmation.

Availability and prices may change until confirmation is issued. You must check the confirmation promptly and notify us of any error within 48 hours. A correction requested later may result in supplier fees or additional costs.

If we cannot accept a booking after receiving money, we will return the amount received for the unavailable service. We are not responsible for separate arrangements you make before our confirmation, such as non-refundable flights.

5. Prices

The confirmed price includes only the items expressly listed under “Included” in your itinerary or confirmation. Unless expressly included, the price does not include international or domestic flights, visas, passports, insurance, vaccinations, optional activities, meals, drinks, gratuities, personal expenses, excess baggage, local taxes payable directly, or transport to and from the trip’s stated start and end points.

Prices may be quoted per person and may be based on a stated group size, room occupancy, itinerary, travel date and currency. If the number of Travellers changes, we may recalculate the per-person price to reflect the revised group size, single-room supplements and non-refundable shared costs.

Before confirmation, we may correct pricing or description errors and withdraw an incorrectly priced offer. After confirmation, we will not change the price except where permitted by applicable law or where you request a change. If a mandatory tax, government charge or supplier cost changes in a way that applicable law permits us to pass on, we will explain the calculation and any cancellation right available to you.

6. Deposits and payment

Unless your quotation or confirmation states otherwise:

• a deposit of 30% of the total booking price is due when booking;
• the balance is due 30 days before departure; and
• bookings made within 30 days of departure require full payment when booking.

Some services require a larger or non-refundable deposit. We will disclose this before confirmation where it applies.

Payment is complete only when cleared funds are received. You are responsible for bank charges, card charges disclosed at checkout and currency-conversion costs charged by your provider. If the balance is not paid on time, we may cancel the booking after giving reasonable notice. Cancellation charges under Section 9 will then apply.

We may apply payments first to non-refundable supplier costs and then to the remaining booking balance.

7. Special requests, accessibility and health information

Tell us before booking about mobility or accessibility needs, allergies, dietary requirements, medical conditions, pregnancy, medication or any other matter that could affect participation or require assistance. We will take reasonable steps to assess and communicate your request, but a special request is guaranteed only if expressly confirmed in writing.

You are responsible for deciding, with professional medical advice where appropriate, whether the itinerary is suitable for you. We may reasonably decline or condition participation where a Traveller’s disclosed needs cannot be accommodated safely or would fundamentally change the agreed service. We will not discriminate unlawfully.

Failure to disclose relevant information may limit our ability to assist and may result in the Traveller being unable to participate. Cancellation charges may apply.

8. Changes requested by you

Requests to change a booking must be made by the Lead Traveller in writing. We will try to assist but cannot guarantee a change.

You must pay:

• any increase in the price of the revised arrangements;
• any non-refundable amount or change fee charged by a supplier; and
• any reasonable administration fee disclosed and agreed before the change is completed.

If the revised arrangements cost less, any refund will be reduced by non-refundable supplier costs and the administration fee. A date change, destination change or name substitution may be treated as a cancellation and new booking where a supplier does not permit the change.

Any statutory right to transfer a qualifying package booking to another Traveller remains unaffected.

9. Cancellation by you

The Lead Traveller must cancel in writing by emailing hello@wonderalbania.com. Cancellation takes effect when we receive the notice. Unless your confirmation contains different service-specific terms, the following charges apply:

Multi-day tours, packages and tailor-made journeys

Day tours, activities and transfers

A no-show, refusal of entry, late arrival that causes a missed service, or voluntary departure after a service starts is treated as cancellation and no refund is due for unused services.

If a supplier imposes stricter cancellation conditions, those conditions apply only if disclosed to you before booking or included in your confirmation. We will not retain more than the applicable cancellation charge and amounts we are legally entitled to retain.

Where unavoidable and extraordinary circumstances at the destination or its immediate vicinity significantly affect performance of a qualifying package or passenger transport to the destination, any non-waivable statutory cancellation and refund rights remain unaffected.

10. Refunds

Where a refund is due, it will ordinarily be returned to the original payment method and in the original payment currency. Bank, card and foreign-exchange differences outside our control are not refundable.

We will process an agreed refund without undue delay and within any deadline required by law. Refund timing may also depend on banks and payment providers. We may require reasonable documentation to assess a refund request.

No refund is due for a service you choose not to use, an optional activity you decline, a meal you miss, or a journey you leave early, unless the failure to use the service results from our breach or applicable law provides otherwise.

11. Changes or cancellation by us

Travel arrangements sometimes require changes. We may make minor changes that do not materially affect the overall character or value of the booking and will inform you where appropriate.

If, before departure, we must make a significant change to a qualifying package, we will notify you without undue delay and provide a reasonable time to choose any option required by applicable law, which may include:

• accepting the change and any appropriate price reduction;
• accepting a suitable alternative, with a price adjustment where appropriate; or
• cancelling and receiving a refund of amounts legally refundable.

We may cancel a booking where:

• the minimum number of participants stated before booking is not reached and notice is given within the stated deadline;
• unavoidable and extraordinary circumstances prevent performance;
• you fail to pay on time;
• information supplied is materially false or incomplete;
• we reasonably believe the booking is fraudulent or unlawful; or
• continued performance would create a serious safety or legal risk.

If we cancel for commercial or operational reasons unrelated to your conduct, we will provide the remedy required by applicable law. Unless required by law, we are not responsible for independently booked flights or other arrangements outside our Booking Agreement.

12. Itineraries, accommodation and substitutions

Routes, timings and the order of activities may change because of weather, road conditions, closures, supplier availability, safety concerns or local circumstances. Where a named hotel, vehicle, guide, restaurant or activity becomes unavailable, we may provide a reasonably comparable substitute.

An itinerary is an objective, not a guarantee that every stop will be reached at a precise time. Guides and local representatives may alter the day’s plan where reasonably necessary for safety, legality or the proper operation of the trip.

If a significant part of a qualifying package cannot be provided after departure, we will offer appropriate alternative arrangements where required and reasonably possible. Your mandatory rights to assistance, price reduction or compensation remain unaffected.

13. Passports, visas and entry requirements

You are responsible for ensuring that you have valid passports, visas, residence permits, parental authorisations, driving documents, health documents and any other entry or transit requirements for every country in the itinerary.

Information we provide about entry, visa, health or security requirements is general guidance and may change. You must verify current requirements with the relevant embassy, consulate or official authority in sufficient time before travel.

We are not responsible for loss caused by a Traveller being refused boarding or entry, except where directly caused by incorrect written information that we negligently provided and on which it was reasonable to rely.

14. Travel insurance

Comprehensive travel insurance is strongly recommended and may be made mandatory for specific trips. Your confirmation will state if proof of insurance is required.

Your policy should be valid for the full itinerary and appropriate to your circumstances and planned activities. It should include, as relevant, emergency medical treatment, evacuation and repatriation, trip cancellation and interruption, personal liability, baggage, delays and adventure activities.

You are responsible for understanding exclusions, excesses and claim procedures. We do not provide insurance advice unless separately authorised to do so and do not guarantee that an insurer will accept a claim.

15. Traveller conduct and safety

You must comply with applicable laws and reasonable instructions from our team and suppliers. You must treat other Travellers, staff, local communities, property, wildlife and the environment with respect.

We or a supplier may refuse, suspend or terminate a Traveller’s participation where their conduct:

• threatens health or safety;
• materially disrupts other people;
• involves harassment, abuse, illegal conduct or serious damage;
• repeatedly disregards reasonable instructions; or
• makes continued service impracticable.

Where participation ends for these reasons, the Traveller is responsible for their onward travel, accommodation and other resulting costs. No refund is due except where required by law. We may seek recovery for damage or loss caused by a Traveller.

16. Adventure activities and inherent risks

Some trips may involve hiking, boating, swimming, off-road travel, uneven terrain, remote areas, changing weather or other activities with risks beyond those encountered in everyday life. We will provide relevant information and use reasonable care in selecting and operating services, but we cannot remove all inherent risk.

You must follow safety instructions, use supplied safety equipment and act within your abilities. Nothing in this Section excludes liability that cannot legally be excluded or requires you to waive rights arising from our negligence.

17. Independent suppliers

Hotels, carriers, drivers, guides, restaurants and activity operators may be independent businesses. Their own lawful terms and applicable international conventions may govern their services.

Where we are legally responsible as the organiser of a package, the use of independent suppliers does not remove that responsibility. Where we act solely as an intermediary, our responsibility is to use reasonable care in arranging the booking and providing accurate confirmed information, while the supplier remains responsible for performing its service.

18. Flights, delays and missed connections

Unless expressly included, flights are not part of your booking with us. We recommend allowing sufficient connection time and avoiding non-changeable travel arrangements until your trip is confirmed.

If a flight or other independently arranged transport is delayed or cancelled, contact us immediately. We will make reasonable efforts to assist, but any additional cost is yours unless the Booking Agreement or applicable law provides otherwise. Rights against an airline or carrier must generally be pursued with that carrier.

19. Events beyond our reasonable control

“Unavoidable and extraordinary circumstances” include events outside the reasonable control of the party relying on them whose consequences could not have been avoided even if all reasonable measures had been taken. Examples may include severe weather, natural disaster, wildfire, epidemic, border closure, government action, serious security incident, civil unrest, labour disruption not limited to our own workforce, infrastructure failure or transport disruption.

We will provide assistance and remedies required by applicable law. Subject to those duties, we are not liable for loss caused solely by such circumstances. Additional personal costs may be your responsibility or recoverable under your insurance.

20. Our responsibility and liability

We will perform services that we directly provide with reasonable care and skill. Where applicable law makes us responsible for performance of a package, we accept that responsibility subject to lawful limitations and defences.

We are not responsible for loss, damage, expense or failure caused by:

• your act, omission or breach of the Booking Agreement;
• an unrelated third party whose conduct could not reasonably have been foreseen or avoided;
• an unavoidable and extraordinary circumstance;
• an independently booked service outside our Booking Agreement; or
• information you failed to provide accurately or on time.

We are not liable for indirect or consequential loss that was not reasonably foreseeable when the booking was made, or for business loss arising from a consumer booking.

Where liability relates to a service governed by an international convention or mandatory carrier rules, our liability will be limited to the same extent as the relevant supplier’s liability under that convention or rule.

To the fullest extent permitted by law, our total liability for claims that do not involve death, personal injury, illness caused by negligence, fraud, wilful misconduct or another liability that cannot legally be limited will not exceed three times the total price paid by the affected Traveller for the relevant booking.

Nothing in these Terms excludes or restricts liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any mandatory consumer right.

21. Problems during travel and complaints

If a problem occurs, tell the relevant supplier, guide and Wonder Albania as soon as reasonably possible so we have an opportunity to investigate and correct it. Use any emergency contact details supplied in your confirmation.

If the issue remains unresolved, email hello@wonderalbania.com with your booking reference, a clear description and relevant supporting material. We ask that you do this within 28 days after the service ends, although this request does not shorten any mandatory legal limitation period.

You must take reasonable steps to reduce avoidable loss. A failure to report a problem while it could reasonably have been corrected may be considered when assessing a claim.

22. Personal information

We process personal information to answer enquiries, create and administer bookings, process payments, coordinate suppliers, provide support, meet legal obligations and protect our legitimate interests. Our Privacy and Cookie Policy explains the legal bases, recipients, international transfers, retention periods and your rights.

You authorise us to share information reasonably necessary for the trip with relevant suppliers, payment providers, professional advisers and authorities. Health or accessibility information will be handled with appropriate care and only where a lawful basis exists.

23. Website use

Website content is provided for personal and lawful travel planning. Unless the law permits otherwise, you must not:

• copy, republish, sell or commercially exploit protected website content;
• scrape or systematically extract data;
• interfere with security, availability or normal operation;
• introduce malicious code;
• impersonate another person; or
• use the website for fraudulent or unlawful activity.

Wonder Albania and its licensors retain all rights in the website, brand, text, design, photographs, video, databases and other protected material. Third-party names and marks belong to their respective owners.

Links to third-party websites are provided for convenience. We do not control their content, availability, security or privacy practices.

24. Reviews and user content

If you submit a review, photograph or other content, you confirm that you have the right to do so and that it is accurate, lawful and does not infringe another person’s rights. You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce and display that content for operating and promoting Wonder Albania, unless otherwise agreed in writing.

We may remove content that is unlawful, misleading, abusive, irrelevant or infringes another person’s rights. We will not manipulate genuine reviews or prevent lawful criticism.

25. Fraud, payment disputes and chargebacks

Contact us before initiating a payment dispute so we have an opportunity to investigate. This does not remove any right to contact your bank or card provider.

We may suspend or cancel a booking where we reasonably suspect fraud, unauthorised payment or misuse. If a chargeback is made for a valid, properly supplied and undisputed amount, we may provide the Booking Agreement and relevant records to the payment provider and pursue recovery through lawful means.

26. Governing law and disputes

The Booking Agreement is governed by the laws of the Republic of Albania.

The competent courts of Albania will have jurisdiction, except where mandatory consumer law permits you to bring proceedings in another jurisdiction or gives you protections that cannot be waived.

Before beginning formal proceedings, both parties should first attempt in good faith to resolve the dispute through written communication. This does not prevent either party from seeking urgent relief or using any statutory consumer complaint or alternative-dispute-resolution process.

27. General provisions

If any provision is found unlawful or unenforceable, it will be modified to the minimum extent necessary or removed, and the remaining provisions will continue in effect.

Our failure to enforce a provision immediately is not a waiver. A waiver is effective only if made in writing.

You may not transfer your contractual rights except where these Terms or applicable law permit it. We may transfer our rights and obligations as part of a genuine business reorganisation or sale, provided this does not reduce your mandatory rights.

The Booking Agreement contains the entire agreement about the confirmed services and replaces earlier discussions or proposals relating to those services. Nothing in this clause excludes liability for fraud or a representation that cannot lawfully be excluded.

Notices under the Booking Agreement may be sent electronically. You are responsible for providing a working email address and checking communications relating to your trip.

28. Changes to these Terms

The version accepted when we confirm your booking will govern that booking. We may update these Terms for future website use and future bookings. We will not materially change an existing Booking Agreement without your agreement unless the change is required by law.

29. Contact

For booking questions, assistance or complaints:

Wonder Albania
Email: hello@wonderalbania.com
Telephone: +355 692290036
Emergency assistance during travel: +355 682778037