Refund Policy

Last Updated: October 27, 2025

1. General Refund Policy

Refund eligibility depends on several factors, including:

• The type of service booked
• How far in advance you cancel
• The specific terms stated at the time of booking
• Whether your booking is refundable or non-refundable

All refund requests must be submitted in writing via email to info@car.al with your booking reference number.

2. Service-Specific Refund Terms

Travel Marketplace

Standard Refund Terms for Travel Marketplace:

• More than 7 days in advance: Full refund minus administrative fee
• 3-7 days in advance: Partial refund (50-75%)
• Less than 3 days: Limited or no refund
• No-show: No refund

Note: Specific terms may vary by booking. Always check your booking confirmation for exact refund terms.

Car Rental

Standard Refund Terms for Car Rental:

• More than 7 days before pickup: Full refund minus 10% administrative fee
• 3-7 days before pickup: 50% refund
• Less than 3 days before pickup: No refund
• No-show: No refund

Note: Specific terms may vary by booking. Always check your booking confirmation for exact refund terms.

Tours & Activities

Standard Refund Terms for Tours & Activities:

• More than 14 days before activity: Full refund
• 7-14 days before: 75% refund
• 3-7 days before: 50% refund
• Less than 3 days before: 25% refund
• No-show: No refund

Note: Specific terms may vary by booking. Always check your booking confirmation for exact refund terms.

Transfers

Standard Refund Terms for Transfers:

• More than 48 hours before scheduled time: Full refund minus 10% administrative fee
• 24-48 hours before: 50% refund
• Less than 24 hours before: No refund
• No-show: No refund

Note: Specific terms may vary by booking. Always check your booking confirmation for exact refund terms.

Bike Rental

Standard Refund Terms for Bike Rental:

• More than 7 days before pickup: Full refund minus 10% administrative fee
• 3-7 days before pickup: 50% refund
• Less than 3 days before pickup: No refund
• No-show: No refund

Note: Specific terms may vary by booking. Always check your booking confirmation for exact refund terms.

3. Non-Refundable Bookings

Some bookings are marked as "Non-Refundable" and are typically offered at a discounted rate. These bookings:

• Cannot be refunded under any circumstances
• Cannot be modified or transferred to another date
• Are clearly marked as "Non-Refundable" at the time of booking
• Offer a lower price in exchange for no flexibility

Please choose carefully when booking non-refundable options.

4. Refund Processing

4.1 How Refunds Are Processed

Approved refunds will be processed using the same payment method used for the original booking:

• Platform Payments: Refunds processed through AviaCMS within 5-10 business days

4.2 Refund Timeline

• Refund Request Review: Within 48 hours of your request
• Refund Approval Notification: You'll receive an email confirmation
• Refund Processing Time: 5-14 business days depending on your payment method and bank

Please note that we cannot control how quickly your bank or payment provider processes the refund once it has been issued from our side.

4.3 Currency and Exchange Rates

Refunds are issued in the original currency (€) of the transaction. If your bank account or credit card is in a different currency, your bank's exchange rate will apply, and exchange rate fluctuations may affect the final amount you receive.

5. Exceptions and Special Circumstances

5.1 Weather-Related Cancellations

If we cancel a service due to severe weather conditions or safety concerns:

• You will receive a full refund, OR
• You may reschedule your booking to another available date at no extra cost

5.2 Supplier Cancellations

If CAR.AL cancels your booking for any reason (e.g., vehicle unavailability, operational issues):

• You will receive a full refund
• We will attempt to provide an alternative option if available
• We are not liable for any additional costs incurred (e.g., alternative transportation, accommodation)

5.3 Medical Emergencies

If you need to cancel due to a medical emergency:

• Please contact us as soon as possible
• Provide medical documentation (doctor's note, hospital records)
• We will review your case and may issue a refund or credit at our discretion
• We strongly recommend purchasing travel insurance that covers trip cancellations

5.4 Force Majeure Events

In cases of force majeure (natural disasters, pandemics, government travel restrictions, civil unrest, etc.):

• We will work with you to find a suitable solution
• Refunds, credits, or rescheduling options will be considered on a case-by-case basis
• Our liability is limited to the amount you paid for the booking

6. Partial Refunds

In certain situations, partial refunds may be issued:

• Service Not as Described: If the service provided significantly differs from what was advertised
• Shortened Service Duration: If your service is cut short due to our fault
• Equipment Issues: If rented equipment has defects that cannot be resolved
• Downgrade: If we provide a lower category service than what you booked

The refund amount will be calculated based on the extent of the issue and will be determined at our sole discretion.

7. No-Refund Situations

Refunds will NOT be issued in the following cases:

• No-show: Failure to arrive for your scheduled service without prior notice
• Late arrival: Arriving late and missing part or all of your service
• Personal reasons: Changes in your personal plans or circumstances (unless covered by travel insurance)
• Subjective dissatisfaction: Complaints based on personal taste rather than objective service failure
• Violation of terms: If your booking is terminated due to violation of our Terms of Use
• Third-party issues: Problems caused by third parties (e.g., flight delays, hotel issues)
• Failure to meet requirements: Not providing required documents (e.g., valid driver's license, ID)
• Damage fees: Charges for damage to equipment or vehicles

8. Refund Alternatives

In some cases, instead of a monetary refund, we may offer:

• Rebooking: Transfer your booking to another date within the same season
• Credit Voucher: A voucher for the refund amount to use on a future booking
• Upgrade: An upgraded service or added value on your rescheduled booking

Credit vouchers are typically valid for 12 months from the date of issue and cannot be exchanged for cash.

9. Disputes and Chargebacks

If you have a complaint or dispute regarding a refund:

• Contact us first: Email info@car.al with your booking reference and details
• Allow time for resolution: We will respond within 48 hours and work to resolve the issue within 7 business days
• Avoid chargebacks: Initiating a chargeback before contacting us may result in your account being suspended

If we cannot resolve your complaint internally, you may escalate the matter through appropriate consumer protection channels or dispute resolution services in .

10. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The refund terms applicable to your booking are those in effect at the time of booking, not at the time of cancellation.

11. Contact Us

For refund requests, questions, or concerns, please contact us: