General Terms of Service

These General Terms of Service ("Terms") govern the relationship between you ("the client", "you") and Alza Travel L.L.C., a travel agency registered in the Republic of Kosovo, which operates the website alzatravel.com ("we", "the agency").

By using our website, requesting a quote or making a booking, you accept these Terms in full. If you do not agree with them, please do not use our services.

• "Services" — intermediation for airline tickets, hotels, tour packages, visa assistance and other travel services.
• "Service provider" — the airlines, hotels, tour operators and third parties we cooperate with.
• "Booking" — the confirmation of a service after agreement on the itinerary and the price.
• "Payment link" — the secure link we send you to make the payment through our bank.

Alza Travel acts primarily as an intermediary travel agency. We help you book airline tickets, accommodation, tour packages and related services, and we provide assistance with visa documentation.

For most services, we act on behalf of the service providers. The terms of those providers (e.g. airline fare rules or hotel policies) apply alongside these Terms and may be more restrictive.

Many Alza Travel offers are prepared to order. The process is usually:

• You contact us via WhatsApp, Viber, phone, email or the form and tell us your needs.
• We prepare an offer with the itinerary, the price and the relevant terms.
• Once you agree, we send you a secure payment link or payment instructions.
• The booking is confirmed only after the payment (or the agreed deposit) has been received.

An offer is considered valid only for the period indicated in it and depends on availability at the moment of payment.

All prices are expressed in Euros (EUR), unless otherwise indicated. The price confirmed in the offer includes what is expressly described; additional services (baggage, insurance, transfers, etc.) are billed separately unless they are included.

Prices may change up until the moment the booking is confirmed due to changes by the service providers, the exchange rate or taxes. After confirmation and payment, the price remains unchanged except for charges imposed by third parties beyond our control.

Payments are made through the secure payment link we send you, by bank transfer, or at our office. Full details can be found on our "Payment and Security" page.

We do not store your card data. Card payments are processed through our bank's secure gateway, with 3-D Secure protection.

It is your responsibility to ensure that your passport, visas and any other required documents are valid for the entire trip. We provide informational assistance, but the final requirements are determined by border authorities and embassies.

You are also responsible for meeting the health requirements (vaccinations, health insurance) for your destination. Alza Travel bears no liability for denied entry or losses arising from irregular documentation.

• To provide accurate and complete information (names as per the passport, dates, contacts).
• To carefully check the offer and the confirmation before payment.
• To arrive at the airport on time and to respect the rules of the service providers.
• To make payments within the agreed deadlines.

Errors in names or data provided by you may result in correction fees or loss of the ticket, which fall on the client.

As an intermediary, Alza Travel handles your bookings with professionalism, but has no control over delays, cancellations, overbookings or changes made by airlines, hotels or other providers.

Our overall liability towards you is limited to the value of the commission/service that you have paid us for the relevant booking, to the maximum extent permitted by law. We are not liable for indirect or consequential damages.

Cancellations, changes and refunds are governed by our Refund and Cancellation Policy, as well as by the terms of the relevant service provider.

We are not liable for non-performance arising from circumstances beyond our reasonable control, including natural disasters, strikes, conflicts, government decisions, epidemics or the closure of airspace.

If you have a complaint, please contact us as soon as possible at [email protected] or +383 46 860 666. We strive to address complaints within 14 days.

All the content of the alzatravel.com website — the text, logos, design and images — is the property of Alza Travel L.L.C. or used with permission, and may not be reproduced without authorization.

These Terms are governed by the legislation of the Republic of Kosovo. Any dispute that is not resolved by agreement is subject to the jurisdiction of the competent courts in Kosovo.

We may update these Terms from time to time. The version published on this page, with the update date, is the version in force.