Terms and Conditions

Smart Tour Albania sh.p.k Terms and Conditions

Service Information & Requirements

Smart Tour Albania sh.p.k (noted as the “Supplier” and/or “Seller”) will be supplying and delivering its services to it’s direct clients (travelers/tourists) and/or third parties (agencies/tour-providers).
The Supplier accepts this Agreement and agrees with all of which are incorporated into this document. If the Supplier is entering into this Agreement on behalf of a company or other legal entity, the Supplier confirms that they have the authority to bind such entity to these Terms and Conditions regardless of the entity (e.g., vehicle, boat, or any other party here noted). In these cases, the term “Supplier” shall refer to such an entity and includes it as well.
All bookings reaching the Supplier sooner than 72 hours of the service delivery are considered instantly confirmed.

Confirmation of Bookings

All bookings reaching the Supplier within the agreed time frame must be serviced (When already fully or 30% paid). Confirmation should reach the clients via e-mail or via an alternate & agreed method (SMS, call, or other communication form).

Declining of Bookings

Bookings can be declined only for unforeseen and unpredictable reasons (e.g., the customer has last-minute special requests that cannot be fulfilled). Additionally, when unpredictable local conditions occur (e.g., weather or law order) resulting in a booking cancellation, it needs to be communicated to the Client service as soon as possible.
In such cases, the Supplier must provide alternative arrangements for the customers (e.g., similar excursions, same excursions, or in general services that correspond to the clients’ requirements). The client has the option to accept or decline.

Cancellation of Confirmed Bookings from the Supplier

All bookings under the agreed time frame of 72 hours are confirmed and confirmed bookings should not be cancelled. However, if a cancellation of a confirmed booking is done, the Supplier is responsible to assist in finding alternatives for the clients.
Cancellation of Confirmed Bookings from the Booker
All confirmed bookings that are cancelled before the agreed time frame of 7 days before the tour start time will receive a full refund. All confirmed bookings that are cancelled between 2 days and 6 days before the tour start time will receive a 50% refund. For all confirmed bookings that are cancelled after the agreed time frame of 47 hours before the tour start time no refund will be applied.

Vehicle and Transportation Requirements

• Vehicles must be air-conditioned, clean, and non-smoking.
• Driver and guides must be dressed neatly and according to vehicle class requirements (below).
• The Supplier confirms that all vehicles, drivers, and guides involved in the services, have appropriate licenses and are in full compliance with all local or international legal requirements as set by ruling bodies, syndicates, police, or other authorities.
• Vehicle types agreed for the services (cars, sedan, minivan, bus, etc.) must be strictly adhered to and any change that occurs can only be towards an upgrade to a higher category. The supplier is liable for any customer complaints.
Service Requirements for Day Trips (Including Transfers)
• Vehicle and guides must be in the defined pick-up location at the time specified in the booking.
• Driver and guide help customers to embark or disembark if necessary.
• If the customer is not present and the waiting time is due to expire, the driver or guide must call or email the client before leaving the pickup point, with a waiting time of not less than 30 minutes.
• Vehicle should not leave the pick-up location before the customer is found (within 30 minutes).
• Driver or guide will always ensure that they have the correct passenger on board by checking the customer’s ticket and customer’s proof of ID.
• Driver must follow local traffic laws and convey a sense of safety
• Driver should confirm with the passenger that the drop-off destination is correct and not allow the clients to disembark without cross-checking the correct point.
• Customer should never be charged anything additional in the vehicle or during the day trip unless this has been communicated earlier with the client due to a change of schedule, extra services etc.

Additional Costs

The Supplier retains the right to refuse additional services required by the customer.

No-Shows

A no-show occurs when the customer does not show up to the meeting point in the agreed waiting time of 30 minutes after starting time. No-show bookings will not be refundable to the client (in other words, the Supplier will be paid for the agreed NETT amount) as long as the driver was in the defined location at the defined pick-up time and as long as the client has been notified via email or call or message.

Failed Services

Failed means that the booking/service confirmed by the Supplier has not been delivered according to the booking and service standards. Compensations to the client will occur for failed services due to service problems or the Supplier’s fault. If a service is delivered with problems, based on the level of the problem, the Supplier must be paid less by subtracting the amount of service cut or failure from the initial value. The calculation of the damage, service cut or failure must be calculated by the Supplier and communicated to the client in a convincing manner.

Investigation Process

Any service issues are to be reported while they are happening to Smart tour Albania’s customer service via phone or email. The details of the booking, including an accurate description, are to be provided. Smart tour Albania’s customer service will work with the Client to investigate and come to a fair and amicable agreement on the situation and compensation. Exceptional Customer Behavior: customers that behave in an exceptional manner (drunk, unruly, damaging car, etc.) are to be handled by the Supplier at driver or guide discretion. Smart tour Albania will assist the Client as much as possible but ultimately safety and the local legal requirements should be the key determining factors.

Complaints, Disputes

Any complaint, claim, or dispute arising out of, or relating, to this Agreement or the obligation of a party hereunder, will be settled exclusively in accordance with this Section, whether based in contract, tort, statute, fraud, or misrepresentation, or any other legal context. The English language version of this Agreement shall govern, and all proceedings conducted shall be conducted in English.
Throughout the term, Smart Tour Albania shall operate an internal complaints procedure. If the Client has a complaint in connection with this Agreement, the Client should notify Smart Tour Albania by e-mail. On receipt of a complaint, Smart Tour Albania will investigate and provide the Supplier with a response and decision as soon as reasonably practicable.

Claims, Service Insurance, Local Licenses.

The Supplier confirms that all services offered in any way to Smart Tour Albania’s clients are in full compliance with local and international laws, standard safety measurements, and the applicable local authorities’ rules and conditions. The Supplier confirms that all vehicles, drivers, boats, parties, personnel, equipment, food, drinks, etc. are in full law and authority compliance and service order (the service itself or any elements of it). The responsibility of any claim due to an accident, loss, misinterpretation that relates to the service in any form, falls to the Supplier’s side and is dealt with by the Supplier in providing any necessary information (e.g., client details, claim, times, etc.).
Thus, it has been fully and unconditionally agreed that all elements of service that reach Smart Tour Albania sh.p.k clients via the current agreement are in constant compliance with security and law conditions, and all fall under the Supplier’s sole control and authority.

Dispute Resolution

Prior to any court dispute the parties should try to agree on an alternative resolution method such as Mediation or Arbitration; otherwise, the agreement will be governed by the laws of Albania. The Supplier hereby consents to the exclusive jurisdiction and venue of courts in Albania and stipulates the fairness and convenience of proceedings in such courts for all disputes arising out of, or relating to, this Agreement.
The Client agrees that all claims it may have against Smart Tour Albania arising from, or relating to, this Agreement must be heard and resolved in a court of competent subject matter jurisdiction located in Albania.

Supplier Contact Details

Customer Service & Support mail: emergency number: +355696908084
Legal Representative(s) mail(s): [email protected]
Other: [email protected]