X
X

Refund Policy

1. Scope of Application

This Refund Policy governs the terms under which refunds may be granted for bookings made through the What in Albania (WIA) platform (“Platform”). By completing a booking, the user (“User”) agrees to this policy.

2. Nature of the Service

WIA operates solely as an intermediary platform connecting Users with independent third-party service providers (the “Partners”), including accommodations, tour operators, transport providers, and other tourism services.

WIA:

  • Does not own, control, or provide the listed services
  • Is not a contractual party between User and Partner
  • Acts only as a booking and (where applicable) payment facilitator

3. EU Consumer Rights Compliance

In accordance with the Consumer Rights Directive (2011/83/EU):
Consumers generally have a 14-day right of withdrawal for distance contracts
HOWEVER, this right does not apply to:
Accommodation services for specific dates
Leisure services (e.g. tours, activities) scheduled for a specific period
Therefore, most bookings on WIA are non-withdrawable once confirmed, unless otherwise specified.

All refund requests are governed primarily by:

  • The individual cancellation and refund policy of each Partner
  • The terms shown at the time of booking
  • The timing of the cancellation

 Each Partner defines its own refund conditions, which may vary significantly, including but not limited to:

  • Full refund if cancelled within a specific period (e.g., 24 hours, 3 days, etc.)
  • Partial refunds depending on timing
  • Strictly non-refundable bookings

 These conditions are set solely by the Partner and must be reviewed by the User before confirming the booking.

In case of conflict, the Partner’s policy prevails unless required otherwise by applicable law.

4. Refund Eligibility

4.1 Full Refund

A full refund may be granted only if:

  • Cancellation is made within the Partner’s allowed refund period
  • The Partner cancels the booking
  • The service is not delivered as agreed

4.2 Partial Refund

A partial refund may apply where cancellation fees apply under Partner terms.

4.3 Non-Refundable Cases

No refund shall be granted in cases of:
Non-refundable bookings
No-show
Late cancellation outside permitted timeframe

5. Transparency and Fairness

In line with Directive on Unfair Commercial Practices (2005/29/EC), WIA ensures:
Clear display of cancellation policies before booking
No misleading or hidden conditions
Equal treatment of users

6. Fees and Charges

WIA service fees may be non-refundable
Payment processing fees may not be refundable

7. Refund Procedure

Users must submit:
Booking ID
Reason for request
Supporting evidence

8. Processing Time

Review: 3–7 business days
Refund: 5–10 business days

9. Liability / Përgjegjësia

WIA is not liable for:
Service quality
Partner decisions
Indirect damages

10. Dispute Resolution

Users may:
Contact WIA for mediation
Pursue claims directly with Partners

11. Force Majeure

Refunds in extraordinary circumstances are assessed case-by-case.

12. Governing Law

This policy is governed by the laws of the Republic of Albania and applicable EU consumer protection principles.

13. Online Dispute Resolution (ODR)

In accordance with EU consumer protection standards, Users residing in the European Union may access the European Commission’s Online Dispute Resolution (ODR) platform to resolve disputes arising from online transactions.
The ODR platform is available at:
https://ec.europa.eu/consumers/odr
WIA does not commit to mandatory participation in alternative dispute resolution procedures unless required by applicable law, but may engage in good faith to resolve disputes.

14. Chargeback Handling Policy

If a User initiates a chargeback through their bank or payment provider (including but not limited to Stripe, Paysera, or similar):
The transaction will be immediately flagged and investigated
The User must provide supporting documentation upon request
WIA reserves the right to:
Suspend or restrict the User account
Recover any disputed amounts where the chargeback is deemed unjustified
Share relevant booking and transaction data with payment processors
Chargebacks filed without prior contact with WIA support may be considered abusive and handled accordingly.
If the chargeback is resolved in favor of WIA or the Partner, the User remains liable for all associated costs, including administrative and processing fees.

15. Service-Specific Refund Terms

15.1 Accommodation

Cancellation policies vary by Partner and are displayed at booking
Common conditions include:
Free cancellation within a defined period (e.g. 24–72 hours before check-in)
Partial or full charge for late cancellation
No refund for no-show or early departure unless agreed by Partner

15.2 Tours & Activities

Tours are typically time-specific services and may be non-refundable
Refund eligibility depends on:
Cancellation notice period
Minimum participation requirements
Weather or safety conditions (at Partner’s discretion)
If a tour is canceled by the Partner, a full refund or rescheduling shall be offered.

16. Evidence and Record-Keeping

WIA reserves the right to retain and use all relevant data related to bookings and transactions for the purposes of dispute resolution, fraud prevention, and chargeback defense.
Such data may include, but is not limited to:
Booking confirmations and invoices
Communication between User and Partner
IP address, device information, and access logs
Payment transaction details
This data may be shared with payment processors, financial institutions, or legal authorities where required.

17. Non-Circumvention Clause

Users agree not to bypass, avoid, or circumvent the WIA platform by engaging directly with Partners introduced through the Platform for the purpose of avoiding fees, commissions, or contractual obligations.
Any such action may result in:
Immediate suspension or termination of the User account
Liability for damages, including lost commissions
Legal action where applicable

18. Jurisdiction and Dispute Resolution

This Refund Policy and any disputes arising out of or in connection with it shall be governed by the laws of the Republic of Albania.
Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts of Tirana, Albania.
Where applicable, WIA may agree to alternative dispute resolution mechanisms, including mediation or arbitration, on a case-by-case basis.

19. Anti-Fraud and Abuse

WIA reserves the right to monitor transactions and user behavior to detect fraudulent or abusive activity.
In cases of suspected fraud, WIA may:
Suspend transactions or accounts
Refuse refund requests
Report the activity to relevant authorities

20. Final Legal Safeguard Clause

If any provision of this Refund Policy is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.
Failure by WIA to enforce any provision shall not constitute a waiver of its rights.