1. Who we are
Your contract is with Sondor Travel Sh.p.k. (NIPT K31608050Q), Rruga Çerçiz Topulli, Pallati Reli, Tirana, Albania. We are a member of the Adventure Travel Trade Association (ATTA) and a GSTC-certified tour operator.
Email bookings@sondortravel.com or call +355 68 22 75 147.
2. Your booking
The person who books (the lead traveller) must be 18 or over and accepts these terms for everyone on the booking. We deal with the lead traveller for all payments, changes and cancellations.
Your booking is confirmed when we receive your deposit and send your confirmation email. Please check it straight away and tell us if anything is wrong. Names must match your passports.
3. Prices
Prices are per person in euros, based on sharing a twin or double room, and do not include international flights. What is and isn't included is listed on each tour page. A single room costs the single supplement shown for that tour.
The price in your confirmation is the price you pay. We do not add surcharges after your booking is confirmed.
4. Deposit and balance
Deposit. 20% of the trip price, paid by card when you book. Card payments are processed by Stripe; we never see or store your card details, and your card is charged once, for the deposit only.
Balance. Paid by bank transfer, due 60 days before departure. If you book less than 60 days before departure, the balance is due within 7 days of booking. We email you an invoice with our bank details. Please use your booking reference as the payment reference.
If the balance has not arrived by the due date, we will remind you. If it still has not arrived 7 days after that reminder, we will treat the booking as cancelled by you and the charges in section 5 apply.
5. If you cancel
Cancellations must come from the lead traveller by email to bookings@sondortravel.com. The date we receive your email is the date that counts. Charges apply per traveller who cancels and depend on how many days before departure we hear from you:
| Days before departure | What you pay |
|---|---|
| 61 days or more | We keep your deposit, as a credit you can use on any Sondor trip starting within 12 months |
| 60 to 31 days | 50% of the trip price |
| 30 to 15 days | 75% of the trip price |
| 14 days or less, or not joining | 100% of the trip price |
- The deposit credit is per traveller, can be used once, and is not paid out in cash.
- If you have paid more than the charge, we refund the difference within 14 days.
- If a traveller sharing a room cancels, the traveller who stays pays the single supplement.
- Once the trip has started, we cannot refund services you choose not to use.
- Travel insurance with cancellation cover may pay these charges back to you.
6. Changes and name transfers
You can move to another date or another Sondor tour once, free of charge, up to 61 days before departure, as long as there is space. If the new trip costs more, you pay the difference. From 60 days before departure, a change counts as a cancellation (section 5) and a new booking.
You can pass your place to someone else free of charge up to 14 days before departure. The new traveller must accept these terms and meet the requirements of the trip.
7. If we change or cancel your trip
Mountain and rural travel needs some flexibility. Weather, road or trail conditions and supplier problems can mean a changed route, a different hotel of a similar standard, or a changed order of days. Your guide makes safety decisions on the day. These are minor changes and no compensation is due.
If we have to make a major change before departure — a different date, a lower standard of accommodation, or losing a main part of the itinerary — we will tell you as soon as possible. You can then accept the change, move to another departure or tour, or cancel and get a full refund of everything you have paid.
We only cancel a departure for reasons outside our control or for your safety — for example official advice against travel, natural disasters or serious unrest. If we cancel, you choose between a full refund of everything you have paid, sent within 14 days, or a free move to another departure.
We are not responsible for flights or other arrangements you book separately, so we recommend flexible tickets and insurance.
8. Travel insurance
Travel insurance is a condition of joining any Sondor tour. It must cover medical treatment, emergency rescue and repatriation, and the activities on your trip, such as hiking, cycling or rafting. We strongly recommend cancellation cover too. Please bring your policy details with you.
9. Health, fitness and special needs
Please read the tour page and make sure you are fit for the level of the trip. When you book, tell us about any medical condition, allergy, dietary need, reduced mobility or pregnancy that could affect you or the group, so we can plan for it.
Travellers under 18 must travel with a parent or guardian. Your guide may stop you from continuing an activity if it is not safe for you; this does not entitle you to a refund.
10. Passports and visas
You are responsible for having a valid passport, any visas and any health documents for every country on your trip. Your passport should be valid for at least 6 months after the tour ends. We are happy to advise, but the rules are set by each country and can change.
11. On the trip
Please follow your guide's safety instructions and respect local laws, customs and our travel code of conduct. If a traveller's behaviour puts others at risk or seriously disrupts the group, we may end their participation without a refund.
12. Our responsibility
We take reasonable care to plan your trip and to choose and check the hotels, drivers, guides and other suppliers who provide your services. Standards of transport, accommodation and safety in rural Albania and the Balkans can differ from those at home.
We are not responsible for events outside our control, for problems caused by you or someone else on your booking, or for services not booked with us. Where the law allows, our liability is limited to the price of your trip. Nothing here limits our liability for death or injury caused by our negligence.
13. Complaints
If something is wrong during your trip, tell your guide or call us straight away so we can put it right while you are still there. If you are still unhappy afterwards, write to bookings@sondortravel.com within 28 days of the end of your trip. You can also leave post-tour feedback.
14. Your personal details
We use the details you give us to run your booking and share them only with the suppliers who need them for your trip, such as hotels and guides. Medical and dietary information is shared only with the people looking after you.
15. Law
These terms are governed by Albanian law, and the courts of Tirana deal with any dispute. This does not remove any rights you have under the consumer law of your own country that cannot be excluded.