Cancellation and Refund Policy

How the 24 hours are counted

The 24 hours run back from the start time of your tour, or from the pickup time if we collect you from Tirana, Durres, the airport or anywhere else. A tour that starts at 09:00 on Saturday can be cancelled for free until 09:00 on Friday.

What counts is the moment your message reaches us, not the moment you meant to send it.

How to cancel

Send a message on WhatsApp to +355 69 654 4000, or an email to hello@visitkruja.com, with your name and the date of your booking. We reply to confirm the cancellation; keep that reply as your proof.

If you do not hear back from us within a few hours, call the same number.

Late cancellations and no-shows

If you cancel less than 24 hours before the start, the full price of the booking is due and nothing you have already paid is refunded. The guide, the transport and the date were held for you and could not be offered to anyone else.

Not showing up is treated the same way. If you are not at the meeting point or pickup point within 30 minutes of the agreed time and we cannot reach you, the booking counts as a no-show and the full price is due.

If you are running late, send us a message. We would much rather wait for you than lose the day.

Changing the date or the number of people

More than 24 hours before the start, you can move your booking to another date or reduce the number of people at no cost, as long as we have a guide free on the new date.

Less than 24 hours before the start, a change of date counts as a late cancellation, and the price is based on the number of people you booked for, even if fewer of you come. Adding people is welcome at any time if there is room in the group.

When we cancel

Most of our tours go into the mountains, canyons and forest above Kruja. If heavy rain, storms, snow, high river water or anything else makes a route unsafe, we cancel or change it. That decision is ours and it is made for your safety.

If we cancel for the weather, for safety or for any reason on our side, you choose between a new date at no extra cost and a full refund.

If the sky is only grey or there is light rain and the tour can run safely, it runs, and the normal terms on this page apply if you decide not to come.

Payments and refunds

You pay nothing when you send a booking request. When we confirm your date we tell you the price and how to pay. For private tours, groups and busy dates we may ask for a deposit to hold the date.

When a refund is due, we send it back the same way you paid, within 14 days of the cancellation. We do not charge a fee for it.

There is no refund for a part of a tour you choose to skip, or for leaving a tour early.

Taxi transfers

Private transfers follow the same rule: free cancellation up to 24 hours before the pickup time, and the full fare is due after that or if you are not at the pickup point.

If your flight is delayed or cancelled, tell us as soon as you know and we will work out a new pickup time with you.

Illness and emergencies

This policy is here to protect our guides' time, not to punish anyone. If something serious happens, such as an accident, a hospital visit or a family emergency, tell us. We look at each case on its own and, where we can, we move the booking to another date instead of charging for it.

That is goodwill on our part rather than a right under this policy, so we recommend travel insurance that covers cancellations.