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:

• Contracting company: Wonder Albania SH.P.K.
• NUIS/NIPT: M62028029S
• Country: Republic of 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. you accept the applicable Booking Terms and any disclosed special conditions;
2. we accept the booking; and
3. we issue written booking confirmation.

Your confirmation sets out the amount and deadline for the reservation deposit or full payment. A payment link or a payment request by itself is not confirmation. You must pay by the stated deadline to keep the booking; Section 6 explains what happens if payment is late.

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. Reservation deposit and payment

For a tailor-made trip, unless your quotation or Booking Confirmation states a different amount, the Reservation & Trip-Securing Deposit is a fixed amount per booking:

The deposit is part of the trip price, not an additional charge or a per-traveller fee. For example, a €6,650 trip with a €400 deposit has a remaining trip balance of €6,250. Travel insurance is separate and is not included in the reservation deposit.

The deposit lets us begin planning, check or hold supplier availability, prepare booking documents and secure the agreed arrangements. Once we have accepted the booking and begun this work, it is generally non-refundable if you voluntarily cancel. If we cannot confirm the trip substantially as quoted and you do not agree to an alternative, we will return the deposit, subject to any mandatory right or remedy under applicable law.

An online tour, day service, group arrangement, villa, flight, ferry, ticket or other supplier-specific booking may require full payment or a different deposit. The amount and payment deadline shown in your quotation, checkout or Booking Confirmation apply when disclosed before you confirm. An insurance premium, if selected, is charged separately from the reservation deposit.

For a tailor-made trip, the remaining balance is normally due 30 days before departure. If you book within 30 days of departure, full payment may be required when confirmed. Tours and special arrangements may have a different balance deadline shown before confirmation.

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 an amount is not paid on time, we may cancel the booking after giving reasonable notice. Cancellation charges under Section 9 may then apply.

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:

For a private trip expressly labelled “Free cancellation until 48 hours before departure”, you may cancel without a cancellation charge until that deadline. A booking made for a departure beginning within 48 hours is final and cannot be cancelled or refunded by you, except where mandatory law requires otherwise. This service-specific 48-hour condition takes priority over the general tables below for that trip.

The standard charges below are based on the trip price, excluding any separately purchased insurance. Any refund of an issued insurance premium depends on the insurer’s policy.

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 different cancellation conditions, they apply only if disclosed to you before booking or included in your confirmation. Supplier costs already covered by another cancellation charge will not be charged twice. We will return any eligible amount paid that is not needed for the applicable charge or non-refundable commitment and will not retain more than 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.

Where offered, you may choose to use an eligible refundable amount as travel credit instead of receiving a cash refund. We will provide its validity and other conditions in writing when we offer it. Travel credit is not automatic.

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

If we cannot prepare or operate your confirmed trip, we will cancel it and refund 100% of the amount you paid to us for the affected booking. This promise does not cover separate arrangements booked with another provider, such as flights that are not included in your Wonder Albania booking.

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. When an insurance card appears among the checkout extras, insurance is optional unless we expressly say otherwise, is purchased separately for each selected Traveller and is included in the displayed booking total.

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.

SIGAL Premium visitor insurance offered at checkout

The current visitor plan is provided and underwritten by SIGAL Insurance Group. Wonder Albania arranges the policy as an intermediary and is not the insurer. The checkout summary is not the insurance contract. Cover begins only after the applicable premium is paid, the required information and checks are completed, and a policy or certificate is issued. The issued certificate, benefit schedule, exclusions and full SIGAL policy wording prevail over any shorter description on our website.

The product information supplied to us describes Premium cover with a €30,000 maximum medical limit, medical expenses reimbursed at 100% up to that limit, medical evacuation up to €10,000, medical repatriation up to €30,000, repatriation of mortal remains up to €10,000, emergency dental treatment, hospital transport, baggage loss up to €150, baggage delay up to €100, accidental death up to €4,000, permanent disability up to €5,000, trip curtailment and 24/7 assistance. The Premium product is described as having no maximum entry age. A benefit is payable only where the event and expense satisfy the issued policy.

The price is €3 per insured Traveller per coverage day, with a minimum charge of seven days. This means a trip of one to seven days costs €21 per selected Traveller. For example, the breakdown is €21 = €3 per day × 7 charged days. For a trip longer than seven days, we multiply €3 by the tour duration in days and by the number of selected insured Travellers. The insurance amount is added to the booking total before confirmation.

If you do not add insurance during checkout, an eligible Traveller may add it later from the Wonder Albania account booking page before the trip starts. The same per-person price, minimum coverage period, eligibility checks, identity requirements and policy-issuance conditions apply. An adult Traveller added to a booking by someone else receives an account invitation at the email address assigned to them; the Traveller must use that address to access the trip and complete verification. The person who made the booking does not receive a separate participant invitation for their own insured place.

You choose the insured Travellers individually in checkout. Every insured person aged 18 or over on the travel date must provide their own unique email address, have or create a Wonder Albania account and complete our identity-verification process for policy issuance. An insured person under 18 who travels under the supervision of an accompanying adult does not need a separate account or separate KYC check; the named parent or guardian must provide the minor’s accurate policy information and any required consent or evidence of authority. Selection and payment do not waive eligibility, identity or policy-issuance requirements.

SIGAL states that prior authorisation may be required for hospitalisation, MRI or CT scanning, day surgery and medical evacuation by air ambulance. In an emergency or potential claim, follow the contact and claim instructions in the issued policy and retain the required medical and payment records. See SIGAL’s official travel-health product information for provider contact details and current documents.

You are responsible for reading the policy, understanding exclusions, excesses, authorisation requirements and claim procedures, and deciding whether the cover is suitable. We do not guarantee that SIGAL will issue a policy or accept a claim. If we cannot issue the selected policy, the insurance amount paid for that unissued policy will be returned; this does not affect the rest of the booking unless we agree otherwise or mandatory law requires it.

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. 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.

24. 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.

25. 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.

26. 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.

27. Contact

For booking questions, assistance or complaints:

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