Payment refund policy

General Payment Refund Policy​

( updated January 2025 )

1. Komani Lake Ferry is committed to refunding your online payment if you decide to cancel your booking or if we cannot provide the promised service due to natural conditions or government restrictions.
2. Please note that not all cases are eligible for reimbursement. Below are the specific rules for each case and the applicable refund amounts.
3. Unavailability to Complete Booked Services
4. If Ferry Berisha, Boat Dragobia, Boat DeMar, or any other vessels we own cannot operate due to natural causes, government restrictions, or technical failures, you will be notified in advance via email or mobile (ensure your contact information is accurate). You will receive a 100% refund within 7 business days.
   Cancellation or Date Change (Requested at Least 24 Hours Before the Trip)

To change the trip date or cancel it, make your request at least 24 hours before the trip begins.

A date change incurs an additional fee of 10% of the total price, payable in cash upon arrival.

• For cancellations, 90% of the payment will be refunded via PayPal. Submit your cancellation request through email or the mobile contacts provided on our website, and we will approve it.
• Cancellation requests must be submitted only via email at kontakt@komanilakeferry.com. Once received, we will review and approve eligible cancellations.
• If canceled 24 hours prior to the trip, a refund will be issued regardless of the reason.
• Any changes to the ticket, including date changes, cancellations, or modifications, must be requested via email at kontakt@komanilakeferry.com within the timeframe specified in the general conditions. Communications made via voice calls or WhatsApp messages to our company phone numbers will not be considered valid proof of cancellation, refund, or changes to the trip. Such communications serve informational purposes only and do not constitute formal requests. The only valid method for requesting changes, cancellations, refunds, or deletions of reservations within the time specified in the general conditions is via email at kontakt@komanilakeferry.com.

Cases Not Eligible for Refund

1. Cancellations requested less than 24 hours before the trip.
2. Payments made in cash.
3. Missing the trip due to late arrival for any reason.
4. Bad Weather Conditions: If bad weather occurs but the tour is still possible, clients who decide not to join will not be eligible for a refund. However, if we determine that the tour cannot proceed due to weather conditions, we will notify you in advance and refund the payment in full.

Additional Payment and Traveler Identity Requirements

1. The payment must be completed under the name of the traveler.
2. The traveler must provide a valid identity document (passport, ID card) that is valid until or beyond the date of the trip.

Accommodation at 5 Stinet

1. Cancellation requests made 7 days or more prior to the arrival date will be refunded 90% of the payment via PayPal.
2. Date change requests made 7 days or more prior to the arrival date will incur a 10% fee, provided we have availability for the requested dates.
3. Cancellation requests made less than 7 days prior to arrival are not eligible for a refund.

Albanian Alps Tour

1. Cancellation requests made 7 days or more prior to the arrival date will be refunded 90% of the payment via PayPal.
2. Date change requests made 7 days or more prior to the arrival date will incur a 10% fee, provided we have availability for the requested dates.
3. Cancellation requests made less than 7 days prior to arrival are not eligible for a refund.

Additional Notes

1. Payments are accepted only in Euros or ALL (Lek). We do not exchange currencies.
2. Payments made to unauthorized vendors or offices that lack our branding are not acknowledged. Authorized sellers will provide a ticket with our logo and a tax receipt.
3. Customers must accept these terms and conditions before completing a reservation. Once the reservation is confirmed, you will receive tickets and additional travel details via email.
4. Travelers with Berisha Ferry, Dragobia Boat, DeMar Boat, and associated tours or pickup services will be issued either a physical ticket or an e-ticket after payment. Tickets without a serial number or security features are not valid.
   Tickets must be presented to staff during boarding (either printed or electronically on a smartphone).
5. Refund or cancellation requests must be accompanied by the ticket.
6. We reserve the right to cancel reservations at any time due to various circumstances, including overbooking, weather conditions, or technical issues. In such cases, we will offer an alternative date or provide a full refund if the new date is not suitable.

First Aid and Safety Equipment

1. All our vessels, including Berisha Ferry, Dragobia Boat, DeMar Boat, speedboats, and smaller lake boats, are equipped with lifeboats and life vests.
2. Passengers must follow all staff instructions for safety. Failure to adhere to these rules will result in the loss of passenger rights.
3. We rely on passengers’ cooperation and common sense to comply with safety guidelines and proper behavior during the trip.