General & Sustainability Policy

1. Sustainability Management & Legal Compliance

At InAlb we create travel experiences that connect visitors with the people and places of Albania and the region, uplifting local communities, preserving cultural heritage and protecting our environment. Together with our team, partners and hosts we use tourism as a force for good.

To achieve this, we commit to the following:

1.1 Appoint a Sustainability Coordinator who oversees all sustainability-related activities, liaises with Travelife and external stakeholders and ensures implementation of this policy.

1.2 Maintain a written Sustainability Policy that is accessible to staff, partners and clients, outlining our objectives to reduce negative impacts and enhance positive ones.

1.3 Integrate sustainability into our mission statement and communicate it consistently with customers, partners and suppliers.

1.4 Conduct baseline assessments of our sustainability performance across operations, supply chains, destinations and customer relations, using Travelife indicators.

1.5 Develop and update a Sustainability Action Plan with clear targets, timelines, responsibilities and monitoring mechanisms.

1.6 Engage in external forums and networks that support sustainable tourism in Albania and beyond, sharing knowledge and best practices.

1.7 Ensure transparency and accountability by reporting publicly on our sustainability performance at least once a year.

1.8 Train and inform all employees about this policy, ensuring they understand their role in achieving our sustainability objectives.

1.9 Comply fully with national laws and regulations in Albania, as well as relevant international codes of practice related to sustainability, labor, health, safety and human rights.

2. Internal Management: Social Policy & Human Rights

We are committed to fair, safe and respectful treatment of all staff and to upholding human rights in every aspect of our operations.

2.1 Grant employees the freedom of employment and contract termination with notice, without penalty or unfair restrictions.

2.2 Provide all employees with written contracts that include labor conditions in line with Albanian law, a clear job description and fair compensation.

2.3 Ensure that wages are equal to or above the national legal minimum and that overtime is fairly compensated by mutual agreement.

2.4 Provide staff with paid annual leave, sick leave and unpaid leave allowances in accordance with Albanian labor law.

2.5 Ensure health and safety in the workplace by complying with national standards, providing first aid kits at relevant locations, and maintaining emergency procedures (including fire and natural disaster readiness).

2.6 Provide medical and liability insurance for employees as required by law.

2.7 Respect the Minimum Age for Employment as set by Albanian law and international labor standards.

2.8 Implement documented procedures that allow staff to raise complaints or suggestions safely and transparently.

2.9 Maintain a clear disciplinary procedure that is fairly and consistently applied.

2.10 Measure employee satisfaction regularly to improve working conditions and internal communication.

2.11 Provide training and guidance for employees on their roles, rights, and responsibilities regarding health, safety and sustainability.

2.12 Create opportunities for student traineeships, internships or apprenticeships to build capacity in the tourism sector.

2.13 Collaborate with schools and vocational institutions to welcome practitioners and students, offering them training and real world experience in sustainable tourism.

2.14 Encourage employment opportunities for people with special needs where possible.

2.15 Uphold human rights by:

• Not hindering trade union membership, collective bargaining or employee representation.
• Prohibiting discrimination in hiring, promotion or access to training on the basis of gender, race, age, disability, ethnicity, religion or sexual orientation.
• Ensuring equal access to professional development and growth opportunities.

3. Internal Management: Environment & Community Relations

At InAlb, we are committed to minimizing our environmental footprint while supporting the communities where we operate. Our goal is to lead by example in resource efficiency, waste reduction and community care.

3.1 Aim for minimum energy consumption in our offices by using energy-efficient equipment, lighting and appliances, and by switching off devices when not in use.

3.2 Eliminate the use of single use plastic cups in our offices. Each staff member uses a personal refillable recycled bottle, reducing waste.

3.3 Provide a central water distribution system in our offices, encouraging refilling and avoiding individual plastic bottle waste.

3.4 Operate as an almost full paperless company, using electronic systems for materials, contracts, payments and communications to minimize printing.

3.5 If printing is necessary, we use double sided printing by default and favor environmentally certified paper and printers.

3.6 Separate and recycle waste in the office by using clearly marked bins for paper, plastic, glass, and general waste, ensuring proper disposal through local collection systems.

3.7 Favor the purchase of sustainable office supplies (eco-certified cleaning products, recycled materials and responsibly sourced goods).

3.8 Avoid disposable items in day to day operations and prioritize durable, reusable alternatives.

3.9 Regularly monitor and track energy and resource consumption to identify opportunities for further reductions.

3.10 Support local environmental and cultural initiatives by collaborating with community organizations, NGOs and projects that promote conservation, education and heritage protection.

3.11 Reduce reliance on single use plastic bottles by promoting refillable options in the office and on tours.

3.12 Properly dispose of batteries, electronic waste and printer cartridges, prioritizing recycling options.

3.13 Minimize the use of harmful substances and manage the storage, handling and disposal of chemicals responsibly.

3.14 When building, renovating or upgrading infrastructure, use sustainable materials and locally appropriate practices.

3.15 Contribute to the protection of cultural and natural heritage by supporting local initiatives and avoiding any activity that harms sensitive sites.

3.16 Strengthen community relations by supporting local organizations, NGOs, and initiatives that focus on cultural preservation, education, health or environmental protection.

4. Partners and Suppliers

At InAlb, we recognize that our impact extends beyond our own operations into the network of partners we work with. We aim to collaborate only with suppliers and agencies that share our values of responsible and sustainable tourism.

4.1 Maintain an inventory of key partner agencies and suppliers, including their sustainability practices.

4.2 Accept any collaboration with organizations that demonstrate a clear commitment to sustainability in their policies and operations.

4.3 Ensure that InAlb’s sustainability values are reflected in partner contracts, so that all collaborations are aligned with our responsible tourism principles.

4.4 Inform all partners about InAlb’s Sustainability Policy and our expectation that they comply with and promote it to their staff and clients.

4.5 Encourage partners to adopt recognized sustainability certifications (such as Travelife or GSTC recognized schemes).

4.6 Prioritize working with outbound partners who support communities and sustainable practices, ensuring that collaboration benefits local people and destinations.

4.7 Establish written cooperation agreements with partners, including sustainability commitments and shared responsibility for positive impact.

4.8 Support and motivate partners to participate in sustainability training and adopt best practices in responsible tourism.

4.9 Favor partners who demonstrate efforts to reduce their ecological footprint, for example by minimizing waste, conserving energy and supporting biodiversity.

4.10 Prioritize agrotourism farms and restaurants where food is grown locally and organically, strengthening farm to table practices and reducing food miles.

4.11 Give preference to boutique hotels and family-owned guesthouses that are locally managed, ensuring that tourism income benefits communities directly.

4.12 Work with local guides and promote authentic local experiences so that visitors connect with Albania’s living traditions, culture and history while supporting community livelihoods.

5. Transport

At InAlb, we recognize that transport is one of the largest contributors to tourism’s environmental footprint. We are committed to minimizing emissions and choosing the most sustainable transport options available, without compromising safety or guest experience.

5.1 Prioritize the use of modern, fuel-efficient and well-maintained vehicles that meet or exceed Albanian legal emission standards. And only work with eco friendly vehicles providers.

5.2 Our company vehicle is electric, reducing carbon emissions and demonstrating our commitment to sustainable mobility. All future company owned vehicles will be electric also ( this is viable for vehicles transporting up to 9 passengers)

5.3 Work only with trusted local transport providers who comply with safety, labor and sustainability standards.

5.4 Encourage the use of shared transfers and group transport to reduce per-passenger emissions where possible.

5.5 Promote public transport options and support their use when suitable for itineraries and guest safety.

5.6 Where available, prioritize low-emission or hybrid vehicles for transfers and excursions.

5.8 Ensure all vehicles are regularly maintained to optimize efficiency, reduce pollution and guarantee passenger safety.

5.9 Design itineraries to minimize unnecessary travel distances, combining nearby experiences and avoiding excessive long transfers.

5.10 Promote walking, cycling, and other low-impact mobility options during excursions, especially in natural and cultural heritage sites.

5.11 Provide travelers with information about the environmental impact of transport choices and encourage responsible behavior.

5.12 Collaborate with local communities to integrate traditional, low-impact transport methods (e.g., hiking trails, ethical rural mobility options) into itineraries, when safe and appropriate.

6. Accommodations

At InAlb, we believe that where our guests stay plays a key role in shaping both their travel experience and the impact of tourism on local communities. We therefore give preference to accommodations that are small-scale, locally owned, and committed to sustainability.

6.1 Prioritize boutique hotels and family run guesthouses, ensuring that tourism income directly supports local families and communities.

6.2 Favor accommodations that employ and train local staff, ensuring fair wages and safe working conditions.

6.3 Work with accommodations that demonstrate sustainable practices, such as energy and water saving, waste management, and use of locally sourced products.

6.4 Encourage and motivate accommodations to obtain recognized sustainability certifications (such as Travelife or GSTC-recognized labels).

6.5 Support accommodations that incorporate local culture, art, and architecture into their guest experience in respectful ways.

6.6 Give preference to restaurants and guesthouses that practice farm to table hospitality, sourcing food locally and organically.

6.7 Ensure that all accommodation partners comply with child protection policies, and human rights obligations.

6.8 Include sustainability commitments in contracts with accommodations, making clear our expectations on environmental and social responsibility.

6.9 Encourage accommodations to implement community engagement activities, such as supporting local projects or offering cultural exchanges with guests.

6.10 Avoid cooperation with accommodations that negatively affect access to essential resources (water, energy, food, healthcare) for local communities.

7. Excursions & Activities

At InAlb, we design and promote excursions that respect the environment, protect cultural heritage, and directly benefit local communities. We strictly avoid activities that exploit people, wildlife or natural resources.

7.1 Maintain an inventory of excursions and activities, identifying those that are environmentally or culturally sensitive.

7.2 Use only electronic vouchers for day trips and tours, eliminating the need for paper tickets.

7.3 Not offer any excursions that harm humans, animals, ecosystems or cultural heritage.

7.4 Avoid all activities involving wildlife in captivity or those that may involve animal abuse (e.g., horse riding or similar activities).

7.5 Promote experiences that directly benefit the local economy, such as:

• Raki tastings, craft beer experiences and local wine tours
• Visits to farmers, producers and artisans
• Activities that highlight traditional crafts and local gastronomy.

7.6 Actively cooperate with local people from all regions of Albania and the Balkans to co-create unique cultural and community based experiences.

7.7 Prioritize agrotourism activities (farm stays, vineyard visits, olive oil production, etc.) that highlight Albania’s rural traditions and support small producers.

7.8 Promote outdoor activities such as hiking, cycling and walking that allow guests to explore nature responsibly. Hiking tours start early to minimize impact and ensure a better experience.

7.9 Stop at public wells and natural springs during excursions so guests can refill bottles, reducing plastic waste.

7.10 Provide travelers with clear guidelines for responsible behavior, including respect for local culture and a strict policy of leaving no rubbish in nature.

7.11 Actively promote excursions that support biodiversity and conservation, such as visits to national parks, eco projects and heritage preservation sites.

7.12 Ensure that all excursion providers are informed of InAlb’s Sustainability Policy and align with our responsible tourism principles.

7.13 A modest part of the revenue will be contributed to an organization that works with carbon emissions. Currently we are giving that contribution to Stripe Climate.

8. Tour Leaders, Local Representatives & Guides

At InAlb, our sales agents, tour leaders, drivers and local guides are the heart of our guest experience. We ensure that they are fairly treated, well-trained and equipped to share Albania’s culture and sustainability values with pride.

8.1 Prefer to work with local tour leaders, drivers and guides, ensuring income remains within the community.

8.2 Ensure all staff and freelance guides have written contracts with clear job descriptions, fair compensation and labor conditions that meet or exceed Albanian law.

8.3 Pay guides, leaders and drivers at least a living wage, equal to or above the legal minimum or industry standard.

8.4 Provide regular training and workshops on responsible tourism, cultural awareness, environmental protection and health & safety.

8.5 Offer a sustainability training module covering:

• Respect for flora, fauna and cultural heritage,
• Responsible use of resources,
• Social norms and values,
• How to brief guests on sustainability and responsible behavior.

8.6 Ensure guides and leaders inform guests about cultural etiquette, responsible travel practices (e.g., refill bottles, leave no litter, respect traditions) and sustainability measures.

8.7 Brief tour leaders and guides on human rights and child protection, including how to identify and report risks of exploitation or abuse.

8.8 Periodically update guides and leaders on new sustainability practices, ensuring continuous improvement.

8.9 Promote a Respect & Equality Code: every guest, staff member and host is treated equally and with dignity.

8.10 Emphasize that guests are not just clients but honored guests, showcasing the true spirit of Albanian hospitality.

8.11 Require that all tour leaders and local guides are certified, maintaining valid qualifications, with opportunities for further development.

8.12 Encourage guides and leaders to share authentic local knowledge and personal stories, fostering cultural appreciation and meaningful guest experiences.

9. Destination

At InAlb, we are committed to ensuring that tourism contributes positively to Albania and the Balkans, by preserving cultural and natural heritage, supporting local communities and promoting authentic guest experiences.

9.1 Actively promote lesser known destinations in Albania and the Balkans to reduce pressure on overcrowded sites and spread benefits more evenly.

9.2 Work with local communities and families to co-create authentic tourism experiences (craft workshops, food tastings, storytelling, agrotourism visits).

9.3 Support cultural preservation by collaborating with artisans, musicians, farmers and producers to showcase and sustain living traditions.

9.4 Encourage and organize guest participation in local life, such as visiting markets, dining at family owned restaurants or staying in guesthouses.

9.5 Recommend and promote locally owned businesses (shops, restaurants, workshops), ensuring tourism income benefits communities directly.

9.6 Provide guests with guidance on cultural etiquette, including respect for dress codes, religious sites, photography rules, and hospitality traditions.

9.7 Promote environmentally friendly practices in destinations:

• Encourage guests to refill bottles at natural springs and wells.
• Remind guests to “leave no trace” during hikes and nature visits.
• Avoid destinations or providers that misuse or harm natural resources.

9.8 Avoid activities that exploit vulnerable groups or disrespect cultural values.

9.9 Support balanced regional development by working with partners from north to south Albania, as well as in neighboring Balkan countries, creating economic opportunities across regions.

9.10 Share sustainability knowledge with local partners, raising awareness of best practices in responsible tourism.

10. Customer Communication & Protection

At InAlb, we believe our guests play a vital role in making tourism more sustainable. We are committed to open communication, protecting our guests and offering the most responsible travel experiences possible.

10.1 Provide guests with clear pre-trip information about Albania and the Balkans, including cultural norms, sustainability practices and guidelines for responsible travel.

10.2 Only promise what we can deliver, we do not exaggerate or oversell experiences.

10.3 Offer eco-friendly vehicles for rentals and use eco friendly transport wherever possible in our tours.

10.4 Design itineraries that prioritize sustainable choices, including boutique hotels, agrotourism stays, local restaurants and authentic cultural experiences.

10.5 Ensure all contracts, terms and conditions are transparent, easy to understand and accessible to guests.

10.6 Protect customer privacy and personal data by complying with relevant regulations and secure data practices.

10.7 Provide liability insurance to ensure guests are protected throughout their journey.

10.8 Ensure all customers have 24/7 assistance during their trip, with emergency contact numbers and direct access to our team.

10.9 Share practical responsible travel guidelines covering:

• Reducing waste and refilling bottles at natural wells,
• Respecting cultural traditions and local hospitality,
• Avoiding animal exploitation activities,
• Supporting local communities by choosing locally made products and experiences.

10.10 Use digital communication (electronic vouchers, e-payments, online itineraries) to reduce resource use and paper waste.

10.11 Provide post-trip feedback opportunities, encouraging guests to share insights and helping us continuously improve.

10.12 Promote guest safety and protection at all times by ensuring suppliers and partners comply with safety, labor and child protection standards.

10.13 Welcome every visitor not only as a traveler but as an honored guest, sharing the warmth of Albanian hospitality

9.1. Purpose

This policy defines how InAlb implements sustainable practices in daily tourism operations, ensuring our tours, experiences and partnerships respect the environment, culture and communities of Albania and the Balkans. It is complementary to and guided by, the InAlb Sustainability Policy, which outlines our long term goals and commitments.

9.2. Environmental Practices

• Transport: Prioritize eco-friendly vehicles, group transfers and shared journeys where possible. Encourage walking, cycling and public transport experiences.
• Plastic Reduction: Provide electronic vouchers, discourage single-use plastics and encourage guests to bring reusable bottles, cups and bags.
• Energy & Water: Partner with hotels and restaurants that use energy-efficient lighting, water-saving devices and responsible waste systems.
• Waste Management: Apply a “leave no trace” principle during tours. All waste generated must be collected and disposed of responsibly.

9.3. Cultural & Social Practices

• Local Partnerships: Work with family run guesthouses, local farms, artisans and guides to ensure economic benefits remain in the community.
• Cultural Respect: Train staff and guests to respect local customs, traditions and dress codes, especially in sacred or traditional spaces.
• Heritage Protection: Avoid overcrowding or damaging heritage sites. Ensure guides communicate the importance of preservation.
• Community First: Engage travelers as guests, not clients, to foster authentic connections with hosts and communities.

9.4. Guest Awareness & Education

• Provide pre-tour briefings on responsible travel behavior, including waste reduction, cultural respect, and safety.
• Encourage travelers to support local economies by purchasing crafts, foods, and services directly from communities.
• Recommend travel insurance, ensuring guests are prepared and protected in case of unexpected events.
• Educate guests on InAlb’s wider Sustainability Policy, reinforcing that their choices make a difference.

9.5. Monitoring & Continuous Improvement

• Sustainability practices are regularly reviewed and updated annually.
• Feedback from staff, partners and travelers is collected to identify new opportunities for improvement.
• Training is provided to staff and partners to ensure awareness and consistent application of sustainable practices.

1.1. Purpose

The purpose of this policy is to ensure that InAlb TPP SHPK collects, processes, stores and protects personal data responsibly, transparently and in compliance with Albanian law, the European Union’s General Data Protection Regulation (GDPR) and other international standards.

This policy applies to:

• All guests, clients and potential customers.
• All staff, guides, drivers, freelancers and contractors
• All partners, suppliers and stakeholders whose data we may process.

1.2. Definition of Personal Data

Personal data means any information relating to an identified or identifiable natural person, including but not limited to:

• Name, surname, date of birth, gender
• Contact details: address, email, phone number.
• Passport or ID details.
• Payment information (credit card, IBAN, billing address).
• Travel preferences, dietary requirements, medical conditions (if disclosed).
• Photos, videos and audio recordings
• Digital identifiers (IP addresses, cookies, booking reference numbers)

1.3. Principles of Data Protection

InAlb commits to the following principles:

• Lawfulness, fairness, transparency: Data is collected with consent, explained clearly and used only for legitimate purposes.
• Purpose limitation: Data is collected only for specific and legitimate travel-related purposes.
• Data minimization: We collect only what is strictly necessary.
• Accuracy: Data is kept accurate and updated when needed.
• Storage limitation: Data is kept only as long as necessary (normally up to 5 years unless required by law).
• Integrity & confidentiality: Data is stored securely and protected against unauthorized access or loss.
• Accountability: InAlb is responsible for ensuring compliance at all times.

1.4. Categories of Data We Collect

1. Guests and Clients: booking details, contact information, passport numbers (for tickets/hotel registration), special requests.
2. Employees and Contractors: HR records, tax IDs, contracts, certifications.
3. Partners and Suppliers: business contacts, banking information, contracts.
4. Digital Data: website analytics, cookies, IP addresses for security and marketing.

1.5. Purposes of Processing Data

We use personal data strictly for:

• Confirming and managing bookings.
• Communicating with clients before, during and after travel.
• Ensuring safety (medical needs, emergency contacts).
• Processing payments, invoices and refunds.
• Legal compliance (tax records, accounting, contracts).
• Marketing and promotions (with prior consent).
• Internal training, performance review and service improvement.

1.6. Consent and Guest Rights

• Guests provide explicit consent when booking (via website, OTAs, contracts or direct communication).
• Guests have the right to:

• Access their data.
• Correct inaccurate information.
• Request deletion (“right to be forgotten”) where legally possible.
• Restrict processing of certain sensitive data.
• Object to direct marketing at any time.
• Request data portability (transfer to another provider).

1.7. Data Sharing & Third Parties

We share personal data only when necessary and with:

• Hotels, guesthouses, activity providers, and transport companies to fulfill bookings.
• Payment processors (e.g., Stripe, Rapyd) to process secure transactions.
• Insurance providers for claims or coverage.
• Government authorities (customs, border police, tax authorities) when legally required.
• Partner platforms in line with their data protection frameworks.

We ensure all third parties respect the same data protection principles through contracts and supplier agreements.

1.8. Data Security Measures

InAlb implements the following:

• Encrypted digital storage for sensitive data (cloud-based with GDPR compliance).
• Password-protected booking systems and CRM access only by authorized staff.
• Regular backups of critical data.
• Minimal paper-based documentation; electronic vouchers by default
• Secure email and payment channels (SSL, HTTPS).
• Training staff and guides in data privacy obligations.

1.9. Special Data Categories (Sensitive Data)

Certain sensitive information may be collected only when necessary (e.g., medical conditions, disabilities, dietary restrictions). These are handled with extra confidentiality and used only to guarantee guest safety and service quality

1.10. Data Retention Policy

• Guest booking and payment data: stored for up to 5 years (per tax and tourism regulations).
• Partner/supplier contracts: stored for 5 years after termination.
• Employee records: stored for 7 years after the end of employment.
• Marketing lists: stored until guest unsubscribes or revokes consent.

After these timeframes, data is securely deleted or anonymized.

1.11. Data Breach Protocol

In case of a data breach (loss, theft, unauthorized access):

1. Incident reported immediately to the Data Protection Officer (DPO).
2. Investigation launched within 24 hours.
3. If serious, affected individuals are notified within 72 hours (per GDPR).
4. Authorities (Commissioner for the Right to Information and Protection of Personal Datain Albania) notified.
5. Corrective actions implemented (password reset, system patching, supplier review).

1.12. Photography & Media Policy

• Guests must provide consent before their photos/videos are used for promotional purposes.
• Guides and staff are instructed not to publish guest photos on personal accounts without consent.
• Group photos may be used in marketing only when consent forms are signed.

1.13. Roles & Responsibilities

• Data Protection Officer (DPO): Oversees compliance, responds to guest requests, investigates breaches.
• All Staff & Guides: Required to respect confidentiality and follow procedures.
• Management: Ensures systems, contracts, and partnerships comply with this policy.

1.14. Review & Continuous Improvement

This policy will be reviewed annually and updated to reflect changes in laws, regulations, or operational needs. Staff will receive refresher training, and guests/partners will be informed of updates.

1.15. Contact for Data Requests

For any data access, correction, or deletion request, guests and partners can contact: [email protected]

8.1. Purpose

This policy establishes the procedures for payments, deposits, invoicing, refunds and complaints at InAlb. It ensures transparency and fairness for guests, staff, and partners while meeting Albanian fiscal laws, sustainability standards and international best practices.

8.2. Scope

Applies to:

• All guests booking tailor made trips, group tours, day trips or local experiences.
• All suppliers, partners, and resellers receiving payments from InAlb.
• All staff and freelancers receiving salaries or service fees.

8.3. Accepted Payment Methods

InAlb accepts the following secure payment methods:

• Bank Transfers:

• In Albanian Leke (ALL) and Euro (EUR), to company bank accounts as listed on invoices.

• Online Payments (Cards & Digital Transfers):

• Via Stripe (Visa, MasterCard, American Express, etc.).
• Alipay (for Chinese market clients).
• Klarna and similar installment/alternative payment solutions.

• Cash Payments: Accepted only in exceptional cases, in line with Albanian fiscal law.
• Partner/OTA Payments: Travelers booking via partners (e.g., Viator, GetYourGuide, Evaneos etc) follow the partner’s payment rules.

8.4. Online Payment Security & Claims

• All online payments are encrypted and protected by secure international gateways.
• Guests may file payment disputes or refund claims directly through their bank or card provider (chargeback process) if they believe a transaction was unauthorized or unfair.
• InAlb will cooperate fully with financial institutions in resolving such disputes.
• However, refunds remain subject to the conditions outlined in this Payments & Refund Policy.

8.5. Payments & Deadlines

• Tailor-Made Trips:

• 30% deposit required at the time of reservation (non-refundable).
• 70% balance due 30 days (1 month) prior to trip start date.

• Group Tours:

• Deposit varies by tour and is specified in the tour description/contract:

• Deposit varies by tour and is specified in the tour description/contract:

• Balance must be paid due 30 days (1 month) prior to the trip start date.
• In case of a group booking not meeting the minimum participants criteria an alternative nearby date or a full deposit refund will be given to the traveler.

• Day Trips & Experiences:

• Full payment at booking.

8.6. Invoicing & Fiscal Compliance

• All invoices must comply with Albanian fiscal law.
• VAT is included where applicable.
• All records are retained for a minimum 5 years.
• Guests receive digital vouchers and invoices (no paper).

8.7. Refund Policy by Category

8.7.1 Tailor-Made Trips & Join a Group Trip

• Deposit: Always non refundable.
• Balance:

• More than 30 days before departure: 100% refundable (deposit excluded).
• 15–29 days before departure: 70% refundable (deposit excluded).
• 1–14 days before departure: 50% refundable (deposit excluded).
• Less than 1 days or no-show: No refund.

• Insurance: Guests are strongly advised to purchase travel insurance covering cancellations, delays and medical issues.

8.7.2 Day Trips & Experiences

• Fully refundable up to 24 hours before departure.
• Within 24 hours: Guests must email [email protected] or [email protected] with a reason for cancellation.

• InAlb reserves the right to approve or deny a refund request based on circumstances.

• Date Changes: Guests may change the date of a day trip or experience at no cost, subject to availability 24 hours before the scheduled day tour or experience.
• No-shows or requests made after the scheduled date: No refund and no alternative date provided.

8.7.3. Zero Tolerance for Offensive or Criminal Behavior

InAlb reserves the right to refuse service, terminate participation and deny any refund to anytraveler who:

• Acts in an offensive, abusive, or discriminatory manner towards staff, guides, partners or fellow travelers.
• Commits deliberate damage to company property (vehicles, equipment, offices) or partner property (hotels, guesthouses, restaurants).
• Engages in criminal activity, including theft, fraud, violence or illegal possession of substances.
• Engages in sexual harassment, exploitation, or abuse of staff, partners, fellow travelers or community members.

Process

• The guide, tour leader, or management may immediately remove the traveler from the service/tour.
• Local authorities will be contacted where criminal behavior is proven.
• No refunds will be issued in such cases, regardless of the stage of the trip.
• InAlb may pursue legal action for damages caused.

8.8. Refund Process

• Refund requests must be made in writing.
• Reviewed within 5 business days.
• Approved refunds are processed within 14 business days via the original payment method.
• Bank fees or card charges are non-refundable unless due to InAlb’s error.

8.9. Complaints & Claims

8.9.1 Valid Complaints (Refunds/Compensation Possible):

• A service, activity, or item clearly listed as “included” in the itinerary, contract or ticket was not provided.
• A guide, hotel, driver or any service provider engaged by InAlb behaved in an unethical, discriminatory or disrespectful manner.

• Guests must inform InAlb immediately (or their booking agent) via the emergency number provided at the start of their trip.
• InAlb will investigate promptly, take corrective action and where justified provide compensation.
• Cases will be handled in accordance with the InAlb Code of Conduct & Ethics Policy and the InAlb Child & Vulnerable Guest Protection Policy.

• Insurance: Guests are strongly advised to purchase travel insurance covering cancellations, delays and medical issues.

8.9.2 Invalid Complaints (Refunds Not Possible):

• Claims based solely on personal feelings or perceptions (e.g., “too much traffic,” “bad weather,” ).
• Requests outside logical or contractual boundaries.
• Situations outside InAlb’s control (e.g., force majeure).

8.9.3 Process:

• Complaints must be submitted within 7 days of trip completion to [email protected].
• Reviewed within 10 business days.
• If valid, refund/compensation processed within 14 business days.

8.10. Additional Notes

• Non-refundable costs: visas, insurance, tickets or activities flagged as non-refundable.
• Overpayments/errors: refunded within 10 days.
• Force majeure (natural disasters, strikes, pandemics): alternative arrangements or credit vouchers (18 months validity) offered.

8.11. Transparency & Monitoring

• All inclusions, exclusions and refund rules are communicated in writing at the time of booking.
• Policy reviewed annually to align with Albanian law, EU standards and industry best practices.

3.1. Purpose

This Code of Conduct & Ethics Policy defines the standards of behavior expected of all employees, guides, contractors, and partners working with InAlb TPP SHPK. It is designed to promote professionalism, ethical responsibility, respect for others, and the protection of our guests, communities, and the environment.

It applies to all:

• Permanent and freelance staff.
• Guides, drivers and tour leaders.
• Contractors, suppliers and business partners.

3.2. Core Values

InAlb operates under the following guiding values:

• Integrity – We act honestly and transparently at all times.
• Respect – We respect guests, colleagues, local communities, and cultures.
• Professionalism – We deliver high-quality service with care and commitment.
• Responsibility – We protect the environment, uphold sustainability, and safeguard guests.
• Fairness – We treat everyone equally regardless of gender, ethnicity, religion, age, or background.

3.4. Respect & Anti-Discrimination

• Discrimination, harassment, or abuse based on race, gender, religion, sexual orientation, nationality or disability will not be tolerated.
• Staff must promote equal opportunities and inclusivity for both guests and colleagues.
• Guides should ensure that guests are informed about local customs and dress codes respectfully, so as not to cause offense.

3.5. Guest Interaction & Responsibility

• Always maintain a professional relationship with guests. Romantic or inappropriate relationships with guests during tours are strictly prohibited.
• Protect guest privacy: personal information, travel details, and conversations must remain confidential.
• Never exploit guests for personal gain (tips, gifts, or commissions).
• In cases of disputes, guides and staff must remain calm and escalate the issue through management if necessary.

3.6. Ethical Business Practices

• Bribery, corruption and any form of unethical business dealings are strictly forbidden.
• Kickbacks or hidden commissions from suppliers are not allowed unless transparently agreed by InAlb.
• All financial transactions must be documented and reported honestly.
• Intellectual property (logos, images, written materials) must be used only with permission.

3.7. Sustainability & Environmental Responsibility

• Staff must actively reduce waste, minimize plastic use and promote recycling.
• Guides must educate guests on responsible behavior in natural and cultural sites.
• Wildlife and natural habitats must never be disturbed or exploited.
• Local communities should benefit directly from tourism — staff must prioritize local products, services and suppliers.

3.8. Safety & Crisis Responsibility

• Staff and guides must follow InAlb’s Crisis Management System in case of accidents, emergencies or natural disasters.
• Guides must carry first aid kits and be trained in basic first aid.
• Guests should always be briefed on safety rules before tours (transport, hiking, cultural etiquette).
• Any incident must be reported to management within 24 hours.

3.9. Conflicts of Interest

• Staff and guides must not accept gifts, benefits, or favors from guests, suppliers or partners that could influence professional judgment.
• Any secondary employment or business relationship that may conflict with InAlb’s interests must be disclosed to management.

3.10. Confidentiality & Data Protection

• Employees must safeguard company information and guest data in line with the Data Protection & Privacy Policy.
• No personal or sensitive information may be shared without authorization.
• Photographs of guests must only be used for marketing purposes with written consent.

3.11. Use of Company Resources

• Vehicles, equipment, and digital tools provided by InAlb must be used responsibly and only for company-related activities.
• Any misuse or negligence leading to damage will result in disciplinary action.

3.12. Reporting Misconduct

• Employees and guides are encouraged to report violations of this Code in good faith.
• Reports can be made confidentially to the HR Manager or General Manager.
• Whistleblowers are protected from retaliation under this policy.

3.13. Disciplinary Action

Breaches of this Code may result in:

• Verbal or written warnings.
• Suspension or removal from tours.
• Termination of contract or employment.
• Legal action if criminal activity is involved.

3.14. Continuous Improvement

InAlb operates under the following guiding values:

• This Code will be reviewed annually and updated as needed.
• Staff will receive training and refreshers on ethics, sustainability and professional standards.
• All new employees, guides, and partners must read, acknowledge and sign this Code before starting work.

3.15. Conclusion

InAlb’s reputation is built on trust, professionalism, and hospitality. By following this Code of Conduct & Ethics, we ensure that every traveler feels welcome, every partner feels respected, and every community benefits from our presence.

5.1. Purpose

The purpose of this policy is to define InAlb’s approach to health and safety management across all operations. Our goal is to protect the wellbeing of our guests, staff, guides, drivers and partners by identifying risks, implementing preventive measures and ensuring a safe travel experience.

5.2. Scope

This policy applies to:

• All InAlb tours, experiences and tailor-made itineraries.
• All staff, freelance guides, tour leaders and drivers.
• All children (under 18 years of age) and vulnerable adults (elderly, disabled, or guests requiring special care) who participate in InAlb tours and experiences.
• All suppliers and partners (hotels, restaurants, transport providers, activity operators).
• All guests, including children, families, elderly and vulnerable travelers.

5.3. Principles

• Prevention First: Anticipate and minimize risks before they occur.
• Duty of Care: Safety is the responsibility of every InAlb employee and partner.
• Compliance: Follow Albanian law, EU regulations, and international safety standards.
• Transparency: Communicate safety instructions clearly to guests.
• Continuous Improvement: Review incidents and improve procedures regularly.

5.4. Responsibilities

• General Manager : Overall accountability for safety policy implementation.
• Operations Manager: Ensures suppliers meet InAlb’s safety standards.
• Guides & Tour Leaders: Provide safety briefings, monitor risks on-site, and respond to emergencies.
• Drivers: Responsible for safe operation of vehicles at all times.
• Suppliers: Required to maintain safe facilities and services as part of their contracts.

5.5. Risk Assessment & Prevention

• All tours and experiences undergo pre-tour risk assessments (transport, terrain, weather, activities).
• Hazard identification includes: road safety, natural conditions (rivers, mountains), food hygiene and cultural settings.
• Suppliers (hotels, restaurants, activity operators) are vetted annually for compliance with safety requirements.
• Suppliers (hotels, restaurants, activity operators) are vetted annually for compliance with safety requirements.
• High-risk activities (rafting, hiking, cycling, boating) are only conducted with licensed partners and certified equipment.

5.6. Transport Safety

• Only licensed, insured, and roadworthy vehicles are used.
• Vehicles undergo regular maintenance and safety checks.
• Drivers must comply with national traffic laws, rest periods and speed limits.
• Emergency kits and fire extinguishers are mandatory in all vehicles.
• Seat belts must be available and used by all passengers.
• For boats: life jackets are mandatory and checked before departure.

5.7. Accommodation Safety

• Partner hotels/guesthouses must meet minimum safety standards:

• Fire alarms, extinguishers and emergency exits.
• Clean water supply and hygiene compliance.
• 24/7 reception or emergency contact.

• Accessibility options for elderly and disabled guests must be provided where possible.

5.8. Food & Beverage Safety

• Restaurants must comply with hygiene laws and inspections.
• Special dietary requests (allergies, intolerances, religious needs) must be communicated clearly and respected.
• Guides and staff should remain alert to prevent food-related health risks.

5.9. Guide & Tour Leader Responsibilities

• Conduct safety briefings before each activity (e.g., hiking rules, rafting safety, cultural etiquette).
• Carry a first aid kit and be trained in first aid.
• Monitor guest wellbeing (especially children, elderly, and vulnerable guests).
• Ensure the group stays together and follows safety protocols.
• Report incidents immediately to InAlb HQ.

5.10. Guest Responsibilities

• Guests are required to follow safety instructions given by guides, drivers, and staff.
• Guests must disclose any medical conditions or limitations before the tour.
• Guests must use provided safety equipment (helmets, life jackets, harnesses).
• Guests are encouraged to purchase adequate travel and medical insurance before arrival.

5.11. Emergency Preparedness

• InAlb maintains a Crisis Management System (see separate policy).
• Emergency contacts (police, ambulance, hospitals) are available to guides and staff at all times.
• Evacuation procedures are in place for natural disasters and accidents.
• A 24/7 hotline is available for guests to contact InAlb HQ.

5.12. Incident Reporting & Follow-Up

• Any accident, illness, or safety concern must be reported within 24 hours using InAlb’s incident report form.
• Serious incidents trigger a review by the Crisis Management Team.
• Guests involved in incidents receive follow-up care and communication.
• Lessons learned are used to improve risk management and procedures.

5.13. Staff Training

• All guides and drivers are trained in:

• First aid and CPR.
• Crisis management and emergency communication.
• Sustainable guiding and responsible tourism.

• Staff refreshers are held annually to update knowledge.

5.14. Partner & Supplier Compliance

• Contracts with suppliers include mandatory safety clauses.
• Suppliers failing to meet safety standards may be removed from cooperation.
• InAlb conducts spot checks and annual evaluations of safety compliance.

5.15. Monitoring & Review

• The Health & Safety Standards Policy is reviewed annually or after any serious incident.
• KPIs include number of incidents, response times, and guest satisfaction on safety.
• Continuous improvement measures are implemented to adapt to new risks.

5.16. Conclusion

The safety of our guests, staff, and partners is non-negotiable. InAlb is committed to ensuring that every journey in Albania and the Balkans is not only inspiring and memorable but also safe, secure and responsibly managed.

4.1. Purpose

This policy establishes InAlb’s commitment to protecting the safety, dignity and wellbeing of all children and vulnerable guests who travel with us. It ensures that our staff, guides, drivers and partners act responsibly, respectfully and in compliance with Albanian law, EU directives, and international frameworks such as the UN Convention on the Rights of the Child and The Code – ECPAT for protection against child exploitation in travel and tourism.

4.2. Scope

This policy applies to:

• All InAlb staff, freelance guides, drivers, tour leaders and contractors
• All suppliers and business partners (accommodation providers, activity providers, restaurants).
• All children (under 18 years of age) and vulnerable adults (elderly, disabled, or guests requiring special care) who participate in InAlb tours and experiences.

4.3. Principles

• Zero Tolerance: InAlb has zero tolerance for child abuse, exploitation, neglect, harassment or any form of mistreatment.
• Do No Harm: Every decision made by our staff must prioritize the safety and dignity of children and vulnerable guests.
• Equality & Respect: All guests, regardless of age, gender, disability or background are treated with respect and inclusion.
• Shared Responsibility: Protecting children and vulnerable guests is the responsibility of everyone in the organization.

4.4. Definitions

• Child: Any person under the age of 18.
• Vulnerable Guest: Any guest who, due to age, disability, illness or circumstance, may be unable to protect themselves from harm or exploitation.
• Exploitation: Any misuse of children or vulnerable guests for labor, commercial gain, sexual purposes or other harmful activity.

4.5. Guidelines for Staff & Guides

4.5.1 Interaction with Children & Vulnerable Guests

• Always act professionally and avoid behavior that may be misinterpreted as inappropriate.
• Never be alone with a child or vulnerable guest in private. Interactions should always be in sight of others.
• Avoid physical contact unless necessary for safety or first aid.
• Do not provide alcohol, tobacco or age inappropriate activities to minors.
• Respect privacy (e.g., when children change clothes, use restrooms, or sleep).

4.5.2 Communication & Media

• Do not take photos or videos of children without parental/guardian consent.
• Do not share identifiable information about children (names, photos, location) on social media without written approval.
• Avoid jokes, language, or gestures that could be offensive, humiliating or discriminatory.

4.5.3 Safety & Supervision

• Children remain under the responsibility of their parents/guardians at all times.
• Guides and staff are responsible for ensuring safe environments, pointing out hazards (water, cliffs, traffic).
• Extra care must be taken with activities involving risk (rafting, hiking, cycling). Participation must be age appropriate and safe.
• Emergency contacts for parents/guardians must always be collected in advance.

4.6. Prevention of Exploitation in Tourism

• InAlb strictly prohibits any involvement in child labor, trafficking, prostitution, pornography or forced marriage.
• Any suspicious behavior by guests, staff or partners relating to child exploitation must be reported immediately to management and relevant authorities.
• InAlb partners (hotels, guesthouses, activity providers) are informed about our child protection stance and are expected to align with it.

4.7. Vulnerable Guest Care

• Staff must show patience and empathy towards elderly guests, guests with disabilities, or those needing additional care.
• Accessible vehicles and accommodations should be provided whenever possible.
• Staff must assist vulnerable guests respectfully (e.g., helping with luggage, boarding transport) but always ask for consent before offering physical assistance.
• Guides should adapt pace, activity difficulty and communication style to meet the needs of vulnerable guests.

4.8. Reporting & Response

• All staff are required to report immediately any suspicion, allegation or incident of abuse, neglect or exploitation.
• Reports should be made directly to the Child Protection Officer / General Manager.
• InAlb will cooperate fully with law enforcement, child protection services and NGOs when a case arises.
• Confidentiality must be maintained; reports will be investigated sensitively and fairly.
• Retaliation against whistleblowers is strictly forbidden.

4.9. Training & Awareness

• All staff are required to report immediately any suspicion, allegation or incident of abuse, neglect or exploitation.
• Training will include practical scenarios (e.g., how to respond if a guest behaves inappropriately towards a child, or if a vulnerable guest is in distress).
• Information on cultural sensitivities (e.g., respecting local customs while ensuring guest dignity) will be provided.

4.10. Responsibilities

• General Manager: Overall accountability for policy enforcement.
• Child Protection Officer: Ensures training, reporting systems and partnerships with protection agencies.
• Guides & Staff: First line of defense; must follow the code of conduct and report issues.
• Partners: Must comply with this policy as part of contracts with InAlb.

4.11. Monitoring & Review

• This policy will be reviewed annually or after any serious incident.
• Feedback from staff, partners, and guests will be considered for continuous improvement.
• Compliance will be assessed as part of InAlb’s sustainability and partnership evaluations.

4.12. Conclusion

Children and vulnerable guests deserve the highest standards of care, dignity and protection. InAlb commits to being a leader in ethical, responsible and safe tourism, ensuring that every journey not only inspires guests but also safeguards those most at risk.

6.1. Purpose

The purpose of this policy is to ensure that all partnerships entered into by InAlb TPP SHPK are conducted with honesty, transparency, fairness and mutual respect. We believe that sustainable tourism depends on long term, trustworthy relationships between tour operators, service providers, communities and international partners.

This policy provides guidelines for building, managing and reviewing partnerships that uphold InAlb’s mission: to deliver authentic, responsible and sustainable travel experiences in Albania and the Balkans.

6.2. Scope

This policy applies to:

• Accommodation providers (hotels, guesthouses, eco-lodges).
• Transport providers (drivers, car rentals, boat operators).
• Activity partners (rafting companies, hiking guides, museums, farms).
• International and local partners (OTAs, travel agencies, DMCs).
• Freelancers, contractors, and third-party service providers.

6.3. Principles of Partnership Integrity

• Transparency: All agreements must be clear, documented and accessible to both parties.
• Fairness: Contracts and commissions must reflect fair market value and equitable benefits.
• Respect: Partnerships must respect cultural heritage, communities and the environment.
• Compliance: Partners must comply with Albanian law, EU standards and international ethical tourism guidelines.
• Sustainability: Preference is given to partners that align with InAlb’s sustainability values.

6.4. Partner Selection & Due Diligence

• All potential partners are screened for:

• Legal compliance (licenses, registrations, tax obligations).
• Financial reliability.
• Sustainability practices and alignment with InAlb’s mission.
• Reputation within the tourism industry.

• References may be requested before formal agreements are signed.
• High-risk partners (e.g., adventure activity providers) must provide proof of insurance and certifications.

6.5. Contracting & Agreements

• All partnerships are formalized through written contracts that clearly state:

• Services to be delivered.
• Payment terms, commissions and refund conditions.
• Responsibilities for safety, quality and compliance.
• Confidentiality and data protection obligations.
• Termination clauses for misconduct or breach of standards.

• Verbal agreements are discouraged and must be followed up in writing.

6.6. Anti-Corruption & Ethical Business

• InAlb strictly prohibits bribery, hidden commissions or unethical incentives in partnership agreements.
• No employee, guide, or manager may receive personal gifts or favors that could influence business decisions.
• Partners must also demonstrate integrity in their operations, avoiding exploitation of communities, workers or guests.

6.7. Sustainability & Community Alignment

• Partners are encouraged (and in some cases required) to adopt sustainable practices, including:

• Waste reduction and energy efficiency.
• Support for local sourcing and community benefit.
• Respect for cultural authenticity.

• Preference is given to local, family run businesses that reinvest in their communities.
• InAlb provides partners with guidelines and training on sustainable tourism practices.

6.13. Continuous Improvement

• This policy is reviewed annually and updated to reflect changes in laws, markets or sustainability standards.
• InAlb actively seeks feedback from partners to strengthen collaboration.
• New opportunities for joint innovation (e.g., co-marketing, new tours, community initiatives) are encouraged.

6.14. Conclusion

At InAlb, we believe that tourism works best when it is built on mutual trust, fairness and respect. By adopting this Partnership Integrity Policy, we ensure that every collaboration not only benefits our guests and partners but also strengthens Albania’s reputation as a responsible and welcoming destination.

7.1. Purpose

This policy ensures that all financial transactions at InAlb TPP SHPK are conducted with integrity, transparency, accountability and compliance. It aims to prevent, detect and respond to fraud, corruption or misuse of company funds.

It applies to all:

• Employees, contractors and guides.
• Management and leadership team.
• Suppliers, partners and subcontractors engaged in financial agreements with InAlb.

7.2. Principles of Financial Transparency

• Accuracy: All transactions must be recorded truthfully and supported by documentation.
• Clarity: All financial processes (pricing, commissions, refunds) must be explained clearly to guests, staff, and partners.
• Accountability: Every employee handling funds is responsible for their accuracy and security.
• Compliance: All transactions comply with Albanian law, EU directives, and international accounting standards.
• Auditability: Records must be organized so internal or external audits can be conducted at any time.

7.3. Definition of Fraud

Fraud is defined as any intentional act of deception intended to secure unfair or unlawful financial gain. Examples include:

• Theft, embezzlement, or misappropriation of funds.
• False expense claims or payroll manipulation.
• Forgery or alteration of invoices, receipts, or contracts.
• Hidden commissions, bribery, or kickbacks.
• Misrepresentation of company performance or accounts.
• Collusion with third parties to inflate costs or manipulate results.

7.4. Roles & Responsibilities

• General Manager: Holds ultimate responsibility for financial integrity.
• Finance/Accounting Officer: Oversees bookkeeping, bank reconciliations, and reporting.
• Operations Manager: Ensures supplier and partner payments follow agreed terms.
• All Staff: Must act honestly, safeguard company assets, and report suspicions of fraud.
• External Auditors: Review accounts independently when required.

7.5. Financial Procedures

7.5.1 Bookkeeping & Records

• All financial transactions must be supported by receipts, contracts, or electronic records.
• Bookkeeping is performed using licensed accounting software in line with Albanian law.
• Bank reconciliations are performed monthly.

7.5.2 Payments & Payroll

• Salaries and contractor fees are processed through traceable bank payments where possible.
• Cash payments are only allowed under exceptional circumstances and must be received.
• Staff expense claims must be pre-approved and supported by receipts.

7.5.3 Client Payments & Refunds

• Guests are provided with clear invoices outlining inclusions, taxes, and commissions.
• Refunds follow the official Payments & Refund Policy (fair, documented, and transparent).
• No “off-the-books” payments are permitted.

7.5.4 Partner & Supplier Payments

• All supplier invoices are reviewed against contracts before payment.
• Partner commissions are calculated openly and communicated clearly.
• Any dispute in amounts must be documented and resolved formally.

7.6. Anti-Fraud Controls

• Segregation of Duties: No single employee has full control over authorizing, processing, and reconciling payments.
• Approval Hierarchy: Payments above pre-set thresholds (e.g., €2,000) require dual approval (General Manager + Finance Officer).
• Whistleblowing Mechanism: Employees and partners can confidentially report suspicious activity without fear of retaliation.
• Supplier Vetting: Only verified and contracted suppliers are used.
• Regular Audits: Annual internal review and, when required, external audits ensure financial integrity.

7.7. Conflicts of Interest

• Employees must disclose any personal financial interest in suppliers, partners, or contractors.
• Staff cannot engage in outside business activities that conflict with InAlb’s interests.
• Any potential conflict must be reviewed by management before proceeding.

7.8. Training & Awareness

• All employees handling money or contracts will be trained annually in:

• Fraud awareness and prevention.
• Ethical decision-making.
• Financial compliance with Albanian and EU regulations.

• New staff must read and sign this policy before handling funds.

7.9. Detection & Reporting of Fraud

• Suspected fraud must be reported immediately to the General Manager.
• Reports can be made anonymously via a confidential reporting channel.
• All allegations will be investigated promptly, fairly, and discreetly.

7.10. Investigation & Disciplinary Measures

• If fraud is confirmed, consequences may include:

• Disciplinary action (warning, suspension, or termination).
• Recovery of misused funds.
• Reporting to law enforcement for prosecution.

• Employees who knowingly fail to report fraud may also face disciplinary action.

7.11. External Transparency

• Guests receive clear communication of costs, inclusions, and exclusions before booking.
• Partners receive timely financial settlements with documented proof.
• Annual summaries of financial operations may be shared with stakeholders and certifying bodies (e.g., Travelife) upon request.

7.12. Continuous Improvement & Review

• This policy will be reviewed annually and updated in line with legal requirements, industry best practices, and audit findings.
• Feedback from staff, partners, and auditors will be incorporated into improvements.

7.13. Payment Periods

• Suppliers (hotels, restaurants, activity providers, contractors):

• Payments are made on the 10th and 25th of each month.
• If an invoice is not submitted before these dates, payment will be processed in the next scheduled payment cycle.
• Deposits are made only according to the supplier’s contractual agreement.

• Staff Salaries & Freelance Fees:

• Paid on the 10th and 25th of each month.
• If payroll documentation is incomplete by the deadline, payment is postponed until the next cycle.

• Partner Commissions (OTAs, resellers):

• Settled according to contract, but aligned as closely as possible with InAlb’s standard cycles (10th or 25th).

7.14. Fiscal Practices & Compliance

• Electronic Invoicing: All invoices are issued and recorded in accordance with Albanian fiscal law.
• VAT & Taxes: All services subject to VAT are declared and paid to the National Tax Authority as required.
• Audit Trail: Every financial transaction must be documented with contracts, invoices, and receipts.
• Record Keeping: All financial data is securely stored for a minimum of 5 years.
• Deposits: Advance payments to suppliers are only issued when contractually required and pre-approved by management.

7.15. Payment Guarantees & Financial Security

• InAlb guarantees that confirmed services will be settled with suppliers within agreed terms.
• Guest payments are kept secure and used exclusively for travel services, not unrelated company expenses.
• Refunds are processed transparently within the timeframes set in the Payments & Refund Policy.
• Insurance and liability coverage ensure suppliers, guests, and staff are protected against financial loss in emergencies.

7.16. Conclusion

InAlb is committed to operating with the highest financial integrity. By implementing strict procedures, encouraging transparency and adopting zero tolerance toward fraud, we protect our guests, partners, staff and communities ensuring that every euro spent through InAlb contributes positively to sustainable tourism.

10.1. Purpose & Scope

The purpose of this Crisis Management System (CMS) is to ensure that InAlb TPP SHPK can respond effectively, quickly, and responsibly to any incident that may affect the safety of guests, employees, partners, or the reputation of the company.

This system applies to:

• All employees (office staff, guides, drivers, tour leaders).
• All partners (hotels, guesthouses, activity providers).
• All tours, day trips, multi-day itineraries, and tailor-made experiences.

10.2. Definition of a Crisis

A crisis is any unplanned event that may significantly:

• Endanger the health, safety, or life of guests, staff, or partners.
• Endanger the health, safety, or life of guests, staff, or partners.
• Disrupt scheduled tours, itineraries or business operations.
• Harm the reputation or credibility of InAlb.

Examples include:

• Medical emergencies (accident, sudden illness, death of guest/guide).
• Transport incidents (vehicle breakdown, traffic accident, boat accident).
• Natural disasters (earthquake, flood, landslide, wildfire, extreme weather).
• Social or political unrest (protests, strikes, violence, terrorism).
• Operational breakdowns (accommodation cancellations, overbooking, supplier failure).
• Environmental hazards (food poisoning, contaminated water, unsafe activity conditions).
• Reputational crises (guest complaints going viral, media criticism, social media backlash).
• Criminal activity (theft, assault, harassment, fraud).

10.3. Crisis Management Team (CMT)

To respond effectively, InAlb designates a Crisis Management Team with clear roles:

• Crisis Manager (General Manager – Donald Leka)

• Leads response, makes key decisions, communicates with authorities and media.

• Operations Coordinator Matea Kardhiqi

• Manages logistics, rerouting tours, replacements and emergency suppliers.

• Guide/Tour Leader On-Site ( depending on who the lead guide is)

• First responder, ensures guest safety, communicates the situation to HQ.

• Sustainability & Community Coordinator Emrira Ago

• Ensures measures respect local communities and sustainability standards.
• First contact currently on the Spanish market.

• Communications Officer Erisa Leka

• Drafts clear, transparent communication for guests, families, partners and press.

10.4. Crisis Communication Chain

• Immediate Reporting: All staff and guides must report incidents within 15 minutes to HQ via phone/WhatsApp or email +355693864912/ [email protected]/ [email protected]
• Verification: Operations confirms details with on site guide/partner.
• Notification: Crisis Manager informs relevant stakeholders (emergency services, embassies, insurance, partners).
• Internal Briefing: All staff receive internal memos with approved facts (no rumors).
• Guest Communication: Transparent, calm explanation of situation, next steps and support offered.
• External Communication: Only Crisis Manager or Communications Officer speak to media/social media.

10.5. Emergency Procedures by Category

10.5.1 Medical Emergencies

• The guide ensures immediate first aid and calls the local emergency number (127 Albania).
• The guest’s insurance details were checked and communicated to the hospital.
• Companion or translator arranged if a guest was hospitalized.
• Operations arranges continuation or rerouting of group itinerary

10.5.2 Transport Incidents

• Prioritize safety: evacuate passengers, move to a safe area.
• Contact police, ambulance and insurance provider.
• Replace vehicle within 2 hours using partner fleet.
• File an internal accident report.

10.5.3 Natural Disasters

• Follow official civil protection instructions.
• Move guests to pre-identified safe zones/accommodations.
• Operations reroute or cancel tours if safety is compromised.
• Communication to families about the safety of travelers.

10.5.4 Political/Social Unrest

• Avoid conflict areas, reroute itineraries immediately.
• Inform guests about safety instructions, maintain calm communication.
• Crisis Manager maintains contact with embassies/authorities.

10.5.5 Reputational Crises

• Immediate response team drafts official statement.
• If online complaint/review: acknowledge politely, investigate, offer fair solution.
• Preventive measure: daily guest feedback collection during tours.

10.5.6 Criminal Acts

• Ensure guest safety first.
• Contact local police immediately.
• Preventive measure:Support guests with translation, reporting and insurance claims. daily guest feedback collection during tours.
• Communicate with the guest’s embassy if required.

10.6. Preventive Measures

• Pre Tour Safety Briefings: All guests informed about cultural norms, dress, behavior, safety guidelines.
• Guide Training: All guides certified in first aid, sustainable guiding and crisis protocols.
• Supplier Vetting: Only licensed, insured, and trusted suppliers contracted.
• Digital Records: All guest contacts, insurance, and emergency numbers stored securely but accessible.
• 24/7 Hotline: Guests and guides have access to InAlb HQ at all times.

10.7. Recovery & Follow-Up

• Incident Reports: Completed by guides and staff within 24 hours.
• Debrief: Crisis Team reviews actions taken, effectiveness and improvements.
• Guest Care: Follow-up email/phone call to affected guests with apology/compensation if applicable.
• Reputation Repair: Transparent communication on website/social channels if a crisis is public.
• Policy Updates: Crisis Management System reviewed annually, or immediately after a major incident.

10.8. Responsibilities of Guides & Staff

• Always remain calm and prioritize guest safety.
• Follow CMS protocols and report accurately, without delay.
• Avoid speculation or giving unauthorized statements.
• Provide empathy, reassurance and practical help to guests.

10.8. Responsibilities of Guides & Staff10.9. External Partnerships

• Local Authorities: Police, hospitals, civil protection.
• Insurance Partners: For emergency evacuation, claims and medical costs.
• Embassies/Consulates: For foreign guest support.
• Media Outlets: For official statements and updates if needed.

10.10. Conclusion

This Crisis Management System ensures that InAlb is prepared for any eventuality, from small incidents to large-scale emergencies. By defining clear roles, procedures and communication protocols, we safeguard our guests, staff, partners and reputation. Our approach is proactive, not reactive: prevent, prepare, protect and learn.

2.1. Purpose

The purpose of this policy is to ensure that InAlb continuously evaluates the quality, impact, and sustainability of its operations, services and partnerships. Monitoring and evaluation (M&E) allows us to identify strengths, address weaknesses, and adapt to changing needs of guests, staff and local communities. Continuous improvement ensures that lessons learned are systematically applied to raise standards across the company.

2.2. Scope

This policy applies to all aspects of InAlb’s work, including:

• Service delivery (tours, experiences, day trips, tailor-made packages).
• Staff and guide performance.
• Supplier and partner collaboration.
• Financial practices and compliance.
• Sustainability and community impact.
• Guest satisfaction and complaints management.

2.3. Principles

• Transparency: Findings from monitoring and evaluation are shared internally and, where relevant, with partners and stakeholders.
• Accountability: All staff and managers are responsible for upholding standards and contributing to improvements.
• Evidence based decisions: Data and feedback guide company decisions not assumptions.
• Inclusivity: Staff, partners and guests are all part of the improvement process.
• Learning culture: Mistakes are treated as opportunities for growth not just failures.

2.4. Monitoring Practices

• Operational Monitoring:

• Regular review of bookings, supplier performance, financial transactions and guest safety.
• Guides and drivers provide monthly on operations.

• Guest Feedback:

• Surveys are distributed after each trip (online and in-person).
• Feedback on guides, accommodation, logistics and activities is collected systematically.

• Partner & Supplier Monitoring:

• Annual reviews of hotels, transport providers, and experiences based on sustainability, service quality and compliance with InAlb policies.

• Staff Performance:

• Annual reviews based on KPIs, guest feedback, teamwork and adherence to company values.

• Policy Compliance:

• Regular checks against key InAlb policies (Sustainability, HR, Child Protection, DEI, Health & Safety, etc.).

2.5. Evaluation Practices

• Annual Evaluation: Comprehensive review of company operations, finances, sustainability impact and partner relations.
• Key Indicators:

• Guest satisfaction rate (measured by surveys & online reviews).
• Supplier compliance with sustainability standards.
• Number of training sessions delivered.
• Staff turnover and satisfaction levels.
• Community benefits (local supplier engagement, funds reinvested, etc.).

• Independent Audits: Periodic external audits (e.g., Travelife certification, financial audits) to verify compliance.
• Benchmarking: Compare InAlb’s performance against tourism industry standards and competitors.

2.6. Continuous Improvement Practices

• Corrective Action Plans: Identified weaknesses or complaints result in an action plan with clear responsibilities and deadlines.
• Innovation & Adaptation: New tools, digital systems, and best practices are adopted where they improve efficiency or guest experience.
• Staff Involvement: Staff are encouraged to propose improvements during regular team meetings.
• Training Updates: Based on monitoring results, new training modules are developed for guides, staff and suppliers.
• Policy Revisions: Policies are updated annually or sooner if significant issues or legal/regulatory changes arise.

2.7. Roles & Responsibilities

• General Manager: Oversees monitoring and evaluation across all departments; approves action plans.
• Department Leads: Responsible for collecting data, analyzing performance, and implementing improvements in their area.
• Sustainability Coordinator: Ensures sustainability indicators are integrated into M&E processes.
• Staff & Guides: Provide accurate reports, share observations, and contribute to feedback discussions.
• Suppliers/Partners: Cooperate with InAlb in performance reviews and adapt where improvement is required.

2.8. Reporting & Communication

• Monthly Internal Reports: Each department submits updates on performance, challenges, and improvements.
• Quarterly Management Reviews: Senior management reviews key indicators and action progress.
• Annual Report: A summary of monitoring and evaluation results, including improvements made, is shared with stakeholders and partners.
• Guest Communication: When changes are made as a result of feedback, guests are informed (e.g., updated itineraries, new sustainability measures).

2.9. Link to Other Policies

This policy works alongside and reinforces:

• Sustainability Policy
• Financial Transparency & Anti-Fraud Policy
• Health & Safety Standards Policy
• Child & Vulnerable Guest Protection Policy
• Diversity, Equity & Inclusion (DEI) Policy
• Code of Conduct & Ethics Policy

2.10. Review & Updates

• This policy is reviewed annually by the General Manager and Department Leads.
• Major updates are communicated to all staff, partners and where relevant, guests.
• Continuous improvement is a standing agenda item in all management meetings.

11.1. Purpose & Scope

• State why the HR policy exists: to ensure fair, transparent and lawful management of employees in line with Albanian labor law and international tourism standards.
• Applies to all employees, contractors, interns and collaborators engaged by InAlb.

11.2. Recruitment & Selection

11.2.1 Principles

• Recruitment is conducted in a transparent, fair and merit-based manner, in accordance with Albanian labor law and InAlb’s values of diversity, equality and sustainability.
• All vacancies are advertised openly, except where internal promotions or redeployments are more appropriate.
• Decisions are based solely on qualifications, competencies and suitability for the role.

11.2.2 Vacancy Approval & Advertising

• All new or replacement positions must be approved by the General Manager or designated HR Officer.
• Job descriptions (roles, responsibilities, required skills, reporting lines) must be prepared and approved prior to advertising.
• Vacancies are advertised through fair and accessible channels: company website, recruitment platforms, university partnerships, or professional associations.

11.2.3 Application & Shortlisting

• All applicants must submit a CV and application form, which are reviewed against predefined selection criteria.
• A shortlisting panel of at least two people (e.g., HR Officer and relevant Team Leader) ensures impartiality.

11.2.4 Interviews & Assessments

• Structured interviews are used to ensure consistency.
• Where applicable, practical tests or case studies may be required (e.g., guiding skills, language proficiency, technical knowledge).
• Notes are taken and retained to document decision-making.

11.2.5 Selection & Offers

• The candidate who best meets the requirements is offered the position, pending reference checks and background verification.
• Unsuccessful candidates are informed in writing and feedback is provided upon request.

1.2.6 Equal Opportunity Commitment

• No applicant is discriminated against on the basis of gender, age, disability, race, ethnicity, religion, sexual orientation, or political beliefs.
• Reasonable adjustments are made to accommodate candidates with disabilities.

11.3. Employment Contracts & Probation

11.3.1 Written Contracts

• All employees receive a written employment contract prior to commencement of work.
• Contracts must specify:

• Job title and description
• Salary and benefits
• Working hours and overtime rules
• Leave entitlements (annual, sick, maternity/paternity, public holidays)
• Termination and notice period conditions
• Confidentiality and data protection clauses
• Job title and description

• Contracts are signed by both the employee and the authorized representative of InAlb, and each party retains a copy.

11.3.2 Probationary Period

• A standard probationary period of three (3) months applies, unless otherwise stated in the contract.
• During probation, performance, conduct, and cultural fit are assessed by the direct supervisor.
• Formal probation reviews take place at 1.5 months and at the end of the 3rd month.
• Probation may be extended by up to 2 additional months in special circumstances, with written justification.

11.3.2 Probationary Period

• A standard probationary period of three (3) months applies, unless otherwise stated in the contract.
• During probation, performance, conduct, and cultural fit are assessed by the direct supervisor.
• Formal probation reviews take place at 1.5 months and at the end of the 3rd month.
• Probation may be extended by up to 2 additional months in special circumstances, with written justification.

11.3.3 Confirmation of Employment

• At the end of probation, the supervisor submits a performance review form to HR.
• If performance is satisfactory, the employee receives written confirmation of their permanent employment.
• If performance is unsatisfactory, the contract may be terminated with one week’s notice, in compliance with Albanian labor law.

11.3.4 Contract Variations & Renewals

• Any changes to employment terms (salary adjustments, role changes, working conditions) must be documented in a contract addendum signed by both parties.
• Fixed-term contracts can be renewed once; a third renewal automatically results in a permanent contract (as per labor law).

11.3.5 Transparency & Compliance

• InAlb ensures all contracts comply with Albanian labor law and EU labor standards where applicable.
• Employees are encouraged to seek clarification on any terms they do not understand before signing.

11.4. Equal Opportunity, Diversity & Inclusion

11.4.1 Principles of Equality

• InAlb TPP SHPK is committed to being an equal opportunity employer. Employment decisions are based on merit, qualifications, performanc and organizational needs.
• Discrimination, whether direct or indirect, will not be tolerated under any circumstances.

11.4.2 Protected Characteristics

No employee, applicant, or collaborator will be discriminated against on the basis of:

• Gender or gender identity
• Sexual orientation
• Age
• Marital or family status
• Disability or health condition
• Race, ethnicity, or cultural background
• Religion or belief
• Political opinion
• Socioeconomic status

11.4.3 Inclusion & Accessibility

• InAlb ensures that work environments are accessible and inclusive.
• Reasonable accommodations will be made for employees or applicants with disabilities, ensuring equal opportunity in recruitment, employment, training and promotion.
• Tours and fieldwork assignments are allocated with sensitivity to employees’ physical abilities, health conditions and personal circumstances.

11.4.4 Gender Equality & Empowerment

• InAlb actively promotes gender balance in recruitment, management and field roles.
• Training and mentorship opportunities will be provided equally to male and female staff.
• Zero tolerance for gender-based harassment, bullying or exploitation.

11.4.5 Workplace Culture

• All employees are expected to foster a respectful and supportive work environment.
• Diversity of culture, ideas, and background is valued as a strength that enriches the company and the guest experience.
• Employees are encouraged to celebrate cultural differences and promote intercultural understanding in daily interactions and guest engagement.

11.4.6 Training & Awareness

• Mandatory annual training on diversity, equity and inclusion (DEI) will be provided for all staff.
• Managers will receive additional training on identifying unconscious bias, preventing harassment and fostering inclusive teams.

11.4.7 Reporting & Resolution

• Any employee who feels they have been subject to discrimination, harassment or unfair treatment may raise a complaint under the Grievance & Complaints Procedure (see Policy 9).
• Complaints will be handled confidentially, fairly and without retaliation.

11.4.8 Monitoring & Improvement

• HR will maintain records of workforce composition (gender, age distribution, etc.) while respecting privacy laws.
• Annual reviews will assess progress on inclusivity and diversity goals.
• Feedback from employees will be actively sought and used to improve practices.

11.5. Organizational Structure & Reporting Lines

11.5.1 General Manager (GM)

• The General Manager is the highest executive authority at InAlb and is responsible for the overall strategic, financial and operational management of the company.
• The GM reports annually (or more frequently if required) to the Shareholder(s), providing a full report on performance, financial outcomes, staffing, sustainability progress and strategic direction.
• In cases where responsibilities are not specifically assigned to other leads or staff, the GM retains ultimate responsibility.

11.5.2 Leads / Coordinators

InAlb adopts a “lead system” whereby team leaders are appointed to oversee specific functional areas of the business. Each lead is accountable for their respective domain andreports directly to the General Manager.

The following leads are recognized positions:

• InAlb adopts a “lead system” whereby team leaders are appointed to oversee specific functional areas of the business. Each lead is accountable for their respective domain and reports directly to the General Manager.
• The following leads are recognized positions:
• Marketing Lead – responsible for branding, communications, digital marketing, campaigns and media partnerships.
• IT & Product Lead – responsible for IT infrastructure, digital platforms, booking systems, product, and technical partnerships.
• Finance Lead – responsible for budgeting, payroll, financial compliance and reporting.
• Sales Lead(s) – responsible for market specific sales, segmented by language and partner channels (e.g., Spanish-speaking sales lead, English-speaking lead).
• Reservations Lead – responsible for daily bookings, confirmations, supplier coordination and ensuring seamless client reservations.
• Complaints & Customer Care Lead – responsible for handling guest grievances, quality assurance, and ensuring a transparent complaint resolution process.

11.5.3 Flexibility of Roles

• Each Lead may hold additional functional responsibilities beyond their primary role. These will be formally assigned by the GM.
• Example: An IT Lead may also be designated as Partners’ API Manager; a Sales Lead may also be designated as Sustainability Coordinator.

11.5.4 Training & Mentorship

• All Leads are expected to mentor, train and onboard new employees.
• Leads must foster an open, respectful and inclusive work culture.
• New staff should feel supported, receive clear guidance and be integrated into InAlb’s culture of hospitality and sustainability.

11.5.5 Performance Evaluation & Records

• InAlb maintains an HR file for every staff member, freelancer and trainee, which includes performance reviews, probationary evaluations, and feedback records.
• Evaluations must be conducted at least once annually or at the termination of a contract.
• A summary of the evaluation is shared with the employee to support professional development and transparency

11.5.6 Reporting Structure

• New team members report initially to their designated Lead.
• Staff retain the right to escalate issues directly to the General Manager without restriction.
• The GM ensures that staff concerns raised directly are handled promptly and fairly.

11.6. Compensation & Benefits

11.6.1 Principles

• InAlb TPP SHPK ensures all employees are compensated fairly and transparently in line with Albanian labor legislation, collective agreements (if any) and industry standards.
• Compensation reflects role responsibilities, qualifications, performance and seniority.
• No form of discrimination is tolerated in pay, allowances or benefits.

11.6.2 Salary Structure

• Each position has a defined salary range, reviewed annually by the General Manager and Finance Lead.
• Salaries are paid monthly, on the 10th or 25th of each month, directly into the employee’s designated bank account.
• Payment is made in Euro, unless otherwise agreed in writing .

11.6.3 Overtime & Extra Hours

• Normal working hours are defined in each employment contract, in accordance with the Albanian Labor Code.
• Overtime work must be pre-approved by the employee’s Lead or the General Manager.
• Overtime is compensated either by additional pay (as defined by law, usually +25% to +50%) or by time off in lieu, subject to agreement.

11.6.4 Leave Entitlements

• Annual Leave: Employees are entitled to a minimum of 20 working days of paid annual leave per year, in compliance with Albanian law. Leave requests must be approved in advance by the relevant Lead.
• Public Holidays: All official Albanian public holidays are observed and paid.
• Sick Leave: Employees are entitled to paid sick leave as per labor law, provided they submit the necessary medical certificate.
• Maternity Leave: Female employees are entitled to maternity leave in accordance with Albanian legislation (typically up to 120 days with varying compensation levels).
• Paternity Leave: Male employees are entitled to paternity leave as per labor law (minimum 30 days paid leave).
• Special Leave: Compassionate leave, study leave or other extraordinary leave may be granted at the discretion of the GM.

11.6.5 Benefits & Allowances

• Social Security & Health Insurance: All employees are registered with the national social security and health insurance system, with contributions made by both employer and employee in line with legislation.
• Travel Allowances: Employees on work-related travel may receive daily allowances (per diem), transportation costs and accommodation covered.
• Professional Development: InAlb supports staff attending training, certifications, and professional development activities. Fees may be covered fully or partially depending on relevance to the role.
• Bonuses & Incentives: Performance-based bonuses may be awarded annually or tied to specific projects, depending on company performance and individual contribution.
• Staff Discounts: Employees may receive discounted or complimentary access to InAlb tours, products and partner services, as defined by management.

11.6.6 Pay Transparency & Reviews

• Each employee has the right to request a written explanation of their salary, benefits and allowances.
• Salaries are reviewed annually during the performance evaluation cycle, with adjustments based on role changes, inflation and company financial performance.
• Any changes in compensation are documented in a contract addendum signed by both parties.

11.6.7 Compliance & Responsibility

• The Finance Lead ensures accurate and timely payroll processing.
• The General Manager oversees compliance with Albanian labor laws, ensuring all contributions and entitlements are properly managed.
• Employees are responsible for keeping their banking and tax details up to date with HR/Finance.

11.6.8 Assignment of Additional Duties

• The General Manager holds the right to temporarily assign employees or lead responsibilities outside their primary role if, at that time, their main function is not in high demand or does not require full working hours.
• Such assignments are considered part of the employee’s normal working duties and will not be categorized as overtime or extra hours.
• Assignments will always be relevant to the employee’s skills, experience or development path and communicated in writing or verbally with clear expectations.

11.6.9 Working Time & Flexibility

• InAlb promotes a flexible working environment that respects individual productivity styles and wellbeing.
• Employees are free to organize their working hours according to when they feel most productive, provided they:

• Meet agreed deadlines.
• Are present at important company meetings, workshops and training sessions.
• Ensure availability for clients or partners when required by role.

• Remote work arrangements, flexible hours or alternative schedules are permitted when agreed with the relevant Lead or General Manager.
• Flexibility does not reduce accountability: each employee remains responsible for fulfilling their role and achieving performance objectives.

11.7. Employee Conduct & Ethics

11.7.1 Principles of Conduct

• Employees are representatives of InAlb and must act with the highest level of professionalism, integrity, and loyalty.
• The interests of clients and partners always come first, and every action must uphold InAlb’s reputation as a trusted, ethical tour operator.
• Behavior inside and outside of work, especially in interactions with clients, partners or suppliers, reflects directly on InAlb.

11.7.2 Clients & Partners

• All clients (direct or through platforms/partners) must be treated with respect, fairness and confidentiality.
• Employees must act in the best interest of clients and partners at all times, avoiding any behavior that could cause harm, dissatisfaction or reputational damage.
• Client and partner satisfaction is a core responsibility of every staff member, regardless of role.

11.7.3 Confidentiality & Company Information

• All information obtained through work at InAlb including but not limited to client details, partner contacts, pricing structures, supplier terms and platform agreements is exclusive property of InAlb.
• This information may not be shared, copied, stored or used for personal or external business purposes.
• Any use of client or partner contact details for personal benefit, or outside InAlb’s business, is considered theft and will lead to immediate termination and potential legal action.
• Employees are strictly forbidden from redirecting guests (whether direct, partner based or platform generated) to personal or external businesses.

11.7.4 Conflicts of Interest

• Employees must avoid situations where personal interests conflict with the company’s interests.
• Any potential conflict must be disclosed immediately to the General Manager.
• Running or supporting a competing business in tourism, hospitality, or related services while employed at InAlb is strictly prohibited.

11.7.5 Anti-Corruption & Gifts

• Employees may not solicit, accept or offer bribes, kickbacks or other forms of improper influence.
• Modest cultural gifts (valued under €50) may be accepted only if refusal would cause offense and must be reported to the General Manager.

11.7.6 Sustainability & Social Responsibility

• Employees are expected to align their work with InAlb’s values of sustainable and community first tourism.
• All staff act as ambassadors of Albanian hospitality, culture and ethical tourism.

11.7.7 Disciplinary Measures

• Breaches of this policy, particularly unauthorized use of client or partner information are considered serious misconduct and will result in immediate termination and possible legal action.
• Lesser violations (e.g., unprofessional behavior) follow the disciplinary process outlined in Point 4

11.8 Grievance & Complaints Procedure

11.8.1 Principles

• InAlb TPP SHPK is committed to providing a workplace where employees feel safe, respected, and heard.
• All employees have the right to raise concerns, complaints, or grievances without fear of retaliation.
• Complaints will be handled promptly, fairly, and confidentially.

11.8.2 Scope

This procedure applies to all employees, freelancers, trainees, and contractors of InAlb. Complaints may relate to:

• Working conditions (hours, environment, resources).
• Interpersonal issues (harassment, bullying, discrimination).
• Breaches of company policies (e.g., misconduct by colleagues or managers).
• Unfair treatment, pay concerns, or misuse of authority.
• Any issue that affects the employee’s wellbeing, dignity, or ability to perform their work.

11.8.3 Informal Resolution

• Employees are encouraged to first raise the matter informally with their immediate Lead or the person involved, if they feel comfortable doing so.
• Many issues can be resolved quickly and amicably without formal escalation.
• If resolved informally, no formal record is kept.

11.8.4 Formal Complaint Procedure

If informal resolution is not possible or appropriate, the following steps apply:

• Written Complaint – The employee submits a written complaint to their Lead, or directly to the General Manager if the complaint involves the Lead.
• Acknowledgement – HR or the GM will acknowledge receipt of the complaint within 5 working days.
• Investigation – A fair and impartial investigation will be conducted. This may include interviews, review of evidence, and consultation with relevant parties.
• Confidentiality – All complaints are treated confidentially. Information is only shared with those directly involved in resolving the case.
• Decision – The employee will be informed of the outcome in writing within a reasonable timeframe (normally within 30 days)
• Corrective Actions – If the complaint is upheld, corrective or disciplinary action will be taken against the offender.

11.8.5 Appeal

• If the employee is dissatisfied with the outcome, they have the right to appeal directly to the General Manager within 10 working days of the decision.
• The GM will review the case and issue a final decision, which is binding.

11.8.6 Protection Against Retaliation

• Employees raising grievances in good faith are protected from retaliation, victimization, or dismissal.
• Any retaliation against an employee for filing a complaint is considered serious misconduct.

11.8.7 Documentation

• Formal complaints and outcomes are documented in the employee’s HR file.
• Records are kept confidential and in line with the Data Protection Policy.

11.9. Health, Safety & Wellbeing

11.9.1 Principles

• InAlb is committed to providing a safe, healthy and supportive workplace for all employees, contractors, freelancers and trainees.
• Health & safety standards comply with the Albanian Labor Code and international best practices in tourism and hospitality.
• Employee wellbeing, both physical and mental, is recognized as essential to performance and job satisfaction.

11.9.2 Workplace Safety

• All employees must comply with company safety rules, emergency procedures and relevant legal requirements.
• Regular risk assessments are conducted for office spaces, transport operations and guided tours.
• Emergency exits, first aid kits and fire safety equipment must be maintained and clearly accessible.
• Unfair treatment, pay Employees are required to immediately report any accident, unsafe condition or near-miss incident to their Lead or the GM.concerns, or misuse of authority.

11.9.3 Health Protection

• Employees have the right to refuse unsafe work without fear of retaliation.
• Where fieldwork or guiding duties are required, proper protective gear (helmets, safety vests, etc.) must be used when applicable.
• First aid training is provided for relevant staff (guides, drivers, tour leaders).
• Partnerships with medical service providers ensure support in case of emergencies during tours.

11.9.4 Wellbeing & Mental Health

• InAlb encourages a culture of openness where employees can discuss stress, workload or personal difficulties without stigma.
• Flexible working time (see Point 6.9) is part of the wellbeing policy.
• Support resources (wellbeing check-ins, counseling referrals or stress management workshops) are offered periodically.

11.9.5 Travel & Field Assignments

• For staff traveling on assignment, InAlb covers safety training, travel insurance and health precautions.
• Employees must follow company protocols to ensure both their safety and that of clients.

11.9.6 Monitoring & Responsibility

• The General Manager is responsible for ensuring the health & safety policy is implemented.
• Each Lead must ensure safety and wellbeing within their department or area of responsibility.
• Employees must take reasonable care of their own health and safety and that of colleagues.

11.10 Alignment with Sustainability & Social Responsibility

11.10.1 Principles

• InAlb integrates sustainability and social responsibility into all aspects of HR management.
• Employees are seen not only as staff but as ambassadors of sustainable and community-first tourism.
• Employment practices are designed to benefit both the company and the wider Albanian community.

11.10.2 Local Hiring & Community Support

• Priority is given to hiring locally whenever possible, especially in rural areas where InAlb operates tours.
• Freelancers and collaborators from local communities (guides, drivers, artisans) are included as part of the HR framework.
• By employing local talent, InAlb contributes to economic empowerment and preservation of cultural heritage.

11.10.3 Sustainable Practices in HR

• Staff are trained annually on sustainable tourism principles (environmental protection, respect for cultural heritage, waste reduction).
• HR ensures that company benefits and work arrangements encourage eco-friendly behavior (e.g., reduced commuting through remote work options, preference for eco-friendly suppliers).
• All employees are expected to practice resource efficiency in their daily work.
• Partnerships with medical service providers ensure support in case of emergencies during tours.

11.10.4 Employee Role in Sustainability

• Every employee, regardless of position, is expected to promote sustainability in client interactions.
• Tour leaders and sales representatives must communicate InAlb’s sustainability commitments to guests and partners.
• Staff may be assigned sustainability-related responsibilities in addition to their core duties (e.g., a Sales Lead serving as Sustainability Coordinator).

11.10.5 Social Responsibility

• Employees are expected to model respect and hospitality in line with Albanian traditions, treating clients as guests, not just customers.
• HR ensures inclusion, equity and ethical treatment across all roles.
• A portion of company resources is allocated to training, community initiatives, or conservation efforts, reinforcing InAlb’s mission of responsible tourism.

A portion of company resources is allocated to training, community initiatives, or conservation efforts, reinforcing InAlb’s mission of responsible tourism.

By adopting this policy, InAlb commits to:

• Operating transparently and responsibly in accordance with Albanian law and international best practices.
• Safeguarding the interests of its partners and clients, ensuring fair treatment, security and confidentiality.
• Employees must take reasonable care of their own health and safety and that of colleagues.
• Upholding the highest standards of sustainable and ethical tourism in Albania and the Balkans.

This General Policy applies to all staff members, contractors, freelancers, trainees, partners and collaborators of InAlb. Compliance with its provisions is mandatory and serves as a condition of employment and cooperation.

Legal Compliance

• The policies outlined herein are designed in full compliance with the Albanian Labor Code, Albanian Tax & Financial Regulations, Health & Safety Regulations and the EU GDPR framework.
• In case of conflict between this General Policy and Albanian law, the provisions of law shall prevail.
• Any breach of the obligations set out in this General Policy may result in disciplinary action, contract termination, financial liability or legal proceedings, depending on the nature and severity of the breach.

Policy Review & Updates

• This General Policy will be reviewed at least every two (2) years by the General Manager and relevant Leads or sooner if required by legal, operational or sustainability developments.
• Shareholders will be informed of updates and major policy changes in the annual management report.
• Updated versions of this policy will be circulated to all employees and relevant partners, who are required to acknowledge receipt and understanding.

At InAlb, we believe that responsibility, transparency and care form the foundation of sustainable success. Through this General Policy, we ensure that every aspect of our company from the way we treat our staff and partners to the experiences we deliver to our guests reflects our core values: professionalism, sustainability, cultural respect and hospitality.

By following these principles, InAlb commits not only to being a leading tour operator, but also a responsible steward of the communities and environments in which we operate.