Cancellation policy

Last updated: 26 August 2026

1. What this policy covers

This Cancellation Policy explains how cancellations, changes, no-shows, and refunds work for on-platform bookings made through Teravia.

If you booked via a third-party channel (Viator, Booking.com, Airbnb, a restaurant’s own system, or similar), that channel’s cancellation and refund rules apply. Contact that provider with your confirmation. Teravia can help you identify which listing you used, but cannot override another platform’s policy.

2. Where to find your listing’s rules

Each on-platform listing should state its cancellation window (for example “free cancellation until 24 hours before departure”). That listing-specific rule takes priority for guest-initiated cancellations when it is clearer or stricter than this general policy.

If no window is shown, contact the partner and Teravia as soon as possible; refunds then depend on the partner’s published practice and how payment was collected.

3. If you cancel

3.1 Within a free-cancellation window

If you cancel before the deadline stated on the listing (or in your booking confirmation), you are entitled to a full refund of amounts paid through Teravia for that booking, minus any non-refundable third-party processing fees that were disclosed at checkout (if any).

3.2 After the free-cancellation window

Cancellations after the deadline are usually non-refundable. The partner may, at their discretion, offer a partial refund, credit, or rebooking. Teravia will communicate the partner’s decision when we are involved in the payment path.

3.3 How to cancel

1. Open My bookings while signed in.
2. Select the booking and follow the cancel steps shown.
3. If you cannot access your account, email info@teravia.al or WhatsApp +355 68 352 6713 with your confirmation code, full name, and travel date.

Cancellations are effective when recorded in Teravia’s system or acknowledged in writing by Teravia/the partner — whichever the listing flow uses.

4. If the partner cancels

Partners should cancel promptly when they cannot deliver the experience — for example unsafe sea conditions, closed roads, minimum group size not met, illness, or other operational limits.

When a partner cancels a confirmed on-platform booking:

• We update the booking status on Teravia
• You should be offered a suitable alternative date/experience or a refund of amounts paid through Teravia for that booking
• Refund timing depends on the payment method and processor (card refunds often take several business days to appear)

5. Teravia-initiated cancellations

We may cancel a booking if we detect fraud, payment failure, duplicate erroneous bookings, or a clear pricing error. In those cases we will refund amounts collected by Teravia for the cancelled booking where no service was provided.

6. No-shows

If you miss the meeting time or check-in without cancelling in advance, the booking is typically treated as used and non-refundable, unless the partner agrees otherwise. Being late can mean the group left without you; that is usually not a refundable cancellation.

7. Partial attendance and unused services

Leaving early, skipping inclusions, or unused hotel nights after check-in do not automatically create a refund. Speak to the partner; any goodwill gesture is at their discretion unless a mandatory consumer rule applies.

8. Changes instead of cancellation

Date or guest changes are subject to availability and may change the price. Request changes early through your booking page or by contacting us. A change may be treated as a cancellation plus new booking if the partner cannot modify the original reservation.

9. Force majeure and safety stops

Events beyond reasonable control — severe weather, natural disasters, government restrictions, strikes affecting essential access, or sudden safety hazards — may force postponement or cancellation. In those cases:

• Safety comes first; partners may alter routes or cancel
• You will generally be offered rebooking or a refund of amounts paid through Teravia for the affected service
• Non-recoverable third-party costs already paid onward (if disclosed) may be handled case by case

10. Refunds — timing and method

• Refunds for payments collected via Teravia are returned to the original payment method when possible
• Pay-at-partner bookings must be refunded by the partner under their process
• Bank and card networks control when funds appear on your statement
• Currency conversion differences on international cards are outside Teravia’s control

11. Chargebacks

Please contact us before filing a chargeback so we can investigate. Chargebacks filed after a valid free-cancellation refund path was available, or after a completed experience, may be contested and can lead to account limits.

12. Group and multi-room bookings

Cancelling part of a group may change the price for remaining guests (for example private tour minimums). The listing and partner confirmation control those effects.

13. Accommodation-specific notes

• No-show after the free-cancellation deadline usually means the first night or full stay is charged per listing rules
• Early checkout rarely produces automatic refunds
• City tax or tourist tax paid on site is handled by the property, not Teravia

14. Eat & Drink reservations

On-platform restaurant holds may be free to cancel until a stated time. Late cancellations or no-shows may incur a fee if disclosed at booking. Walk-in overflow and kitchen closures are handled by the restaurant.

15. Third-party bookings (summary)

For external checkouts, cancel inside that platform’s tools. Keep screenshots of confirmation and cancellation emails. Teravia is not obligated to refund money we never collected.

16. Contact

Cancellations and refund questions: info@teravia.al · WhatsApp +355 68 352 6713 · Rruga Urani Pano, Tirana, Albania, 1001