Terms & Conditions
# Terms and Conditions - Rei Tours (reitours.al)
Effective date:24 June 2026
Last updated: 24 June 2026
Version: 2.0
## 1. About us and these Terms
1.1. This website, **reitours.al** (the "Website"), is owned and operated by **REI TOURS**, registered in the Republic of Albania, NIPT/VAT **L94116807I**, with registered office at **Rruga Mitat Hoxha, Saranda, Albania** ("we", "us", "our", or "Rei Tours").
1.2. We carry on tour-operator activity under **Law No. 93/2015 "On Tourism"** (as amended), operating under tourism licence / registration .
1.3. **We are the operator and supplier of our own Tours.** We design, sell and deliver the guided tours, experiences and activities offered on the Website (each a "Tour"). We are responsible for delivering the Tours, subject to these Terms.
1.4. These Terms and Conditions (the "Terms") form a binding contract between you and us and govern your use of the Website and your purchase of any Tour. By making a Booking you confirm that you have read, understood and accept these Terms and our Privacy Policy.
1.5. Language used Albanian and English
## 2. Definitions
- **"Booking"** — a confirmed reservation for one or more Tours.
- **"Lead Customer" / "you"** — the person who makes the Booking; responsible for payment and for all participants in it.
- **"Participant"** — any person taking part in a Tour under a Booking.
- **"Confirmation"** — the booking confirmation we send by email and/or SMS once the Booking is accepted and payment received.
- **"Distribution Partner"** — a third-party platform (e.g. GetYourGuide) through which you may also book our Tours.
- **"Force Majeure"** — has the meaning in Section 17.
## 3. Eligibility
3.1. To make a Booking you must be at least 18 and legally able to contract.
3.2. Bookings including minors (under 18) must be made by a parent or legal guardian, who accepts these Terms on the minor's behalf and remains responsible for the minor at all times, except during activities we expressly run under our own supervision.
3.3. You confirm that all details you provide (yours and those of other Participants) are accurate and complete.
## 4. How you can book
4.1. You can book a Tour: (a) directly on reitours.al; or (b) through a **Distribution Partner** such as **GetYourGuide**.
4.2. **Bookings made through a Distribution Partner are also subject to that platform's own terms and privacy policy** for the booking and payment transaction. Where there is a conflict for that transaction (for example on payment, vouchers or cancellation handled by the platform), the Distribution Partner's terms govern the transaction, while these Terms govern the delivery and conduct of the Tour itself.
4.3. For Distribution Partner bookings, we receive your booking and contact details from the partner so that we can deliver the Tour and contact you about it.
## 5. Bookings made directly on reitours.al
5.1. The direct booking steps are: (a) you select a Tour, date, time and number of Participants; (b) you provide the required Participant and contact details; (c) you pay using an accepted payment method (Section 8); (d) we send a Confirmation.
5.2. **A contract is formed only when we issue the Confirmation.** Starting checkout does not create a binding Booking. We may decline a Booking (e.g. if a Tour is full or we suspect fraud); any amount charged is then refunded.
5.3. **Confirmations are sent by email (via Mailgun) and, where you give a mobile number, by SMS (via Twilio).** You must give a valid email and mobile number and check them, including spam folders. If no Confirmation arrives within **[24 hours]**, contact **[email protected] / +355 697 024 444**.
5.4. You must present your Confirmation / e-ticket (digital or printed) and valid photo ID where requested at the start of the Tour.
## 6. Tour information
6.1. Tour descriptions, durations, itineraries, inclusions, difficulty levels and photos are provided in good faith and are indicative. Minor operational variations may occur (e.g. order of stops, substitution of an equivalent experience) for safety, weather or logistical reasons.
6.2. We may correct obvious errors, including pricing errors, before a Booking is confirmed.
## 7. Prices and taxes
7.1. Prices are shown in **[EUR and/or ALL]** and, in line with **Law No. 9902/2008 "On Consumer Protection"**, include all mandatory taxes and fees. The full price is displayed before you confirm; we do not add hidden charges at checkout.
7.2. The price applying to your Booking is the one shown at the moment of Confirmation.
7.3. Unless expressly stated, the price excludes: travel to/from the meeting point, meals and drinks not listed, gratuities, personal expenses, travel/medical insurance, and optional extras.
7.4. Currency conversion (where your card or account is in another currency) is handled by your payment provider and may carry conversion fees outside our control.
## 8. Payment
8.1. **Accepted methods.** For direct bookings we accept: (a) **credit/debit card and wallet payments via POK Pay**; and (b) **PayPal**. Bookings via a Distribution Partner are paid through that partner's checkout.
8.2. **Timing.** Full payment is due at the time of Booking unless a deposit is expressly offered for a specific Tour.
8.3. **POK Pay — specific terms.**
- a) POK Pay is an Albanian electronic-payment service operated by **R PAY**, licensed and supervised by the **Bank of Albania**. Card, wallet and QR/"pay-by-link" payments you make for a Tour are processed by POK Pay.
- b) Your POK Pay payment is also subject to **POK Pay's own terms and privacy policy**. POK Pay acts as an independent controller of the payment data it collects directly from you.
- c) We do **not** receive or store your full card number, CVV or wallet credentials; these are handled by POK Pay under applicable card-scheme (PCI DSS) and Bank of Albania requirements.
- d) If a POK Pay payment is declined, reversed or fails verification (including 3-D Secure / strong customer authentication), the Booking will not be confirmed.
8.4. **PayPal — specific terms.**
- a) PayPal payments are governed by your **PayPal User Agreement and Privacy Statement**. PayPal acts as an independent controller of the data it collects directly from you.
- b) Any PayPal Buyer Protection, dispute or chargeback process is operated by PayPal under its own rules; using it does **not** replace or override our cancellation and refund terms in Section 10. We ask that you contact us first to resolve any issue.
- c) We do not receive or store your PayPal login credentials.
8.5. **Chargebacks and reversals.** If a payment is charged back, reversed or disputed without a valid basis under these Terms, we may cancel the Booking, refuse boarding/participation, and recover amounts owed plus reasonable costs.
8.6. **Anti-fraud.** We never request your card number, PayPal/POK Pay credentials, passwords or full payment-account details by email, SMS or phone. Treat any such request as fraudulent and report it to us.
## 9. Changes by you
9.1. Change requests (date, time, Participant names, number of Participants) must be sent to **[email protected]** and are subject to availability.
9.2. We will try to accommodate changes but cannot guarantee them. Changes may incur an administration fee of 5 EUR and any price difference. For Distribution Partner bookings, change requests may need to be made through that partner.
## 10. Cancellation and refunds - cancellation by you
10.1. To cancel, notify us in writing at **[email protected]** (or via the Distribution Partner, if you booked through one). Cancellation takes effect when we (or the partner) receive your notice.
10.2. Refunds, calculated on the total Tour price, are as follows unless a specific Tour states otherwise:
| When we receive your cancellation | Refund |
| More than **[7]** days before the Tour | **[100%]** (less any non-refundable third-party costs and a **[amount]** administration fee) |
| **[7]**–**[2]** days before | **[50%]** |
| Less than **[48 hours]** before, or no-show | **[0% — no refund]** |
10.3. Tours marked **non-refundable** at Booking (e.g. special-event or limited-capacity Tours) are clearly identified before you pay.
10.4. Refunds are made to the original payment method (POK Pay, PayPal, or the Distribution Partner), normally within **[14]** days of our acceptance of the cancellation. Time for funds to appear depends on the provider.
10.5. **Statutory withdrawal right.** Under Albanian consumer law (aligned with EU rules), the standard 14-day distance-selling withdrawal right generally **does not apply** to leisure and tourism services provided on a specific date or period. Your Booking is therefore governed by the cancellation terms above.
## 11. Changes or cancellation by us (including guide illness)
11.1. We plan carefully but may occasionally need to change or cancel a Tour - for example due to insufficient numbers (where a minimum applies), **guide illness or emergency**, safety concerns, or Force Majeure (Section 17).
11.2. **Guide illness or unavailability.** If the assigned guide cannot lead a Tour due to illness or emergency, we will, where reasonably possible, provide a qualified substitute guide. If we cannot, we will offer you either a transfer to another date or a **full refund** of amounts paid to us for that Tour.
11.3. **Minor changes** (e.g. a different guide, a small timing adjustment, a re-ordered itinerary) do not give a right to a refund.
11.4. **Significant changes** (a material change to date, principal activities, or meeting location) let you choose to: (a) accept the change; (b) transfer to an equivalent Tour (paying or being refunded any difference); or (c) cancel and receive a full refund of amounts paid to us for that Tour.
11.5. If **we** cancel a Tour (other than for your breach or no-show), you get a full refund or a transfer per 11.4. Except where the law requires otherwise, we are not liable for incidental costs you arranged separately (e.g. flights, accommodation, transfers).
## 12. Vouchers and e-tickets
12.1. E-tickets/vouchers are valid only for the Tour, date and Participants stated, unless we expressly allow rescheduling. They may not be resold for commercial purposes without our consent and have no cash value except as required by law.
## 13. Your obligations and conduct
13.1. You must arrive at the meeting point on time, follow the guide's reasonable safety instructions, behave respectfully toward the guide, other Participants, local communities and the environment, and comply with Albanian law.
13.2. The guide may refuse or remove from a Tour any person who is intoxicated, behaves dangerously or abusively, or endangers the safety or enjoyment of others. No refund is due in these cases, and you may be liable for damage you cause.
13.3. You are responsible for holding any documents needed to participate (valid ID/passport, visas, permits). We are not responsible for losses from missing or invalid documents.
## 14. Age and health requirements
14.1. **Minimum age and suitability.** Each Tour states any minimum age, fitness level and physical requirements. You must only book a Tour suitable for the age, health and fitness of every Participant. Where a minimum age applies, we may ask for proof of age.
14.2. **Minors.** Participants under 18 must be accompanied and supervised by a responsible adult unless the Tour is expressly described as a supervised activity for minors.
14.3. **Health disclosure.** You must inform us at the time of Booking of any medical condition, disability, allergy, pregnancy, mobility limitation or other circumstance that may affect a Participant's ability to take part safely, or that we should know for safety reasons. We will make reasonable efforts to accommodate needs but cannot guarantee suitability for every condition, and some activities may be unsuitable.
14.4. **Self-certification of fitness.** By booking an active Tour (e.g. hiking, walking on uneven terrain, water-based or adventure activities), you confirm that each Participant is in adequate health and fitness to take part safely.
14.5. **Assumption of inherent risk.** Outdoor and adventure activities carry inherent risks. By participating you acknowledge and accept the risks reasonably associated with the chosen activity. This does not exclude our liability for death or personal injury caused by our negligence (see Section 16).
14.6. **We strongly recommend that every Participant holds valid travel and medical/accident insurance** appropriate to the activities booked. Insurance is your responsibility unless expressly included in the Tour price.
## 15. Subcontracted services
15.1. While we operate and supply our own Tours, we may use third parties for ancillary elements (for example transport, tickets or specialist equipment). We remain responsible to you for the proper delivery of the Tour, subject to Sections 16 and 17.
## 16. Liability and liability cap for accidents during Tours
16.1. We will provide the Tours with reasonable skill and care, and maintain the safety standards required of a tour operator under Albanian law. **[Recommended: hold public/professional liability insurance as an operator and state your cover here if appropriate.]**
16.2. **Liability that cannot be excluded.** Nothing in these Terms excludes or limits our liability for: **death or personal injury caused by our negligence**; fraud; or any other liability that cannot lawfully be excluded under Albanian law (including mandatory consumer-protection rights). **An accident causing death or personal injury through our negligence is therefore not subject to the cap below.**
16.3. **Cap on other losses.** Subject to 16.2, our total liability to you arising out of or in connection with a Booking — including property damage, financial loss, or disruption to the Tour — is **limited to the total amount you paid for the Tour(s) giving rise to the claim.**
16.4. Subject to 16.2, we are **not liable** for: (a) loss that was not reasonably foreseeable; (b) loss caused by Force Majeure (Section 17); (c) loss caused by your or a Participant's own act, omission or breach (including failing to disclose a relevant health condition, arriving late, or ignoring safety instructions); (d) inherent risks you accepted under Section 14.5; or (e) indirect or consequential loss.
16.5. We are not liable for services you arrange independently (e.g. flights, accommodation, transfers not booked through us).
## 17. Force Majeure
17.1. We are not liable for failure or delay in performing our obligations caused by events beyond our reasonable control, including: **severe or dangerous weather, storms, floods, heatwave or other adverse conditions**; natural disasters, fire, earthquake; **unavailability of the guide due to sudden illness or emergency** (subject to Section 11.2); epidemic or pandemic; war, civil unrest, terrorism; strikes; government action; road, trail or site closures; and failures of third-party infrastructure ("Force Majeure").
17.2. Where a Tour is prevented or materially affected by Force Majeure, we will offer a transfer or a refund of recoverable amounts where reasonably possible, but we are not liable for incidental or consequential costs you incur.
## 18. Personal data — who we share it with
18.1. We process personal data under **Law No. 124/2024 "On Personal Data Protection"** (in force since 31 January 2025, fully aligned with the EU GDPR) and our Privacy Policy . If these Terms and the Privacy Policy conflict on data matters, the Privacy Policy prevails.
18.2. We act as **data controller** for the personal data you give us (e.g. name, contact details, Participant details, payment-confirmation data, and any health/special-requirement information you disclose). We use it to take and deliver Bookings, send Confirmations and service messages, provide support, meet legal and accounting duties, and — with your consent — send marketing.
18.3. **We share personal data with the following recipients** so that we can take payment, contact you and deliver Tours:
| Recipient | Role | Purpose |
|---|---|---|
| **POK Pay (operated by R PAY, licensed by the Bank of Albania)** | Independent controller / payment processor | Card, wallet and QR payments for direct bookings |
| **PayPal** | Independent controller / payment processor | PayPal payments for direct bookings |
| **Twilio** | Processor | Sending SMS booking notifications |
| **Mailgun** | Processor | Sending email Confirmations and notifications |
| **GetYourGuide (GYG)** | Independent controller / Distribution Partner | Bookings made through GetYourGuide; we receive your booking and contact data to deliver the Tour |
| **[hosting / IT providers as applicable]** | Processor | Operating the Website and systems |
18.4. **International transfers.** Some recipients (e.g. PayPal, Twilio, Mailgun, GetYourGuide) are based outside Albania/the EEA. Where data is transferred to a country not recognised as adequate under Law No. 124/2024, we rely on an appropriate safeguard such as **Standard Contractual Clauses** or another lawful mechanism.
18.5. **Your rights.** Subject to law, you may access, rectify, erase ("right to be forgotten"), restrict, object to and port your data, and withdraw consent. Contact **[email protected]**. You may also complain to the **Commissioner for the Right to Information and Protection of Personal Data (IDP)** in Albania.
18.6. We keep personal data only as long as necessary for the above purposes and to meet legal/accounting obligations, then delete or anonymise it.
## 19. Intellectual property and reviews
19.1. All Website content (text, logos, images, itineraries, design, software) is owned by or licensed to us and protected by law; you may not copy or commercially exploit it without our written permission.
19.2. If you submit reviews or photos, you grant us a non-exclusive, royalty-free, worldwide licence to use them in connection with the Website and our marketing. You confirm the content is yours to share, is accurate, and does not infringe others' rights. We may remove unlawful, offensive or misleading content.
## 20. Complaints
20.1. If something goes wrong **during** a Tour, raise it immediately with your guide so it can be addressed on the spot.
20.2. For a formal complaint, contact **[email protected]** within **[30]** days of the Tour. In line with Law No. 93/2015 and Law No. 9902/2008, we will acknowledge and respond within a reasonable period. If you booked via a Distribution Partner, you may also use that partner's complaint process.
## 21. Governing law and jurisdiction
21.1. These Terms and any Booking are governed by the laws of the **Republic of Albania**.
21.2. The competent Albanian courts have jurisdiction over disputes. This does not deprive a consumer of any mandatory consumer-protection rights that apply to them.
## 22. General
22.1. **Changes to these Terms.** We may update these Terms; the version in force at the time of your Booking applies to it. The current version, with its effective date, is always published on the Website.
22.2. **Severability.** If any provision is invalid or unenforceable, the rest remain in full effect.
22.3. **No waiver.** Failure to enforce a right is not a waiver of it.
22.4. **Assignment.** You may not transfer your rights under a Booking without our consent. We may assign ours to a successor.
22.5. **Entire agreement.** These Terms, the Privacy Policy, and the Confirmation form the entire agreement regarding the Tours (together with any applicable Distribution Partner terms for partner bookings).
## 23. Contact
**REI TOURS**
Address: Rruga Mitat Hoxha, Saranda, Albania
NIPT/VAT: L94116807I
Email: [email protected]
Phone: +355 697 024 444
Website: https://reitours.al
