Terms & Conditions

1Who we are

Asistencë e-Albania (“we”, “us”) is a private assistance service operated by Asistencealbania, based in Shkodër, Albania. You can reach us at info@asistencealbania.com or on WhatsApp, at the number shown on our website.

asistencealbania.com is an information website: it describes our services and lets you request one and pay for it online. The procedure itself is then carried out by our staff.

These Terms apply to every request you place on asistencealbania.com. By placing a request and paying, you accept them.

2Our services

We help you complete procedures that are handled through the Albanian government portal e-Albania and related public offices, including:

• Social insurance: pension applications, verification of work years and contributions, and related documentation.
• Online assistance with e-Albania: recovering access to your account and first-time registration.
• Official documents: civil status certificates, property certificates and other certificates.

The exact content of each service, and what is included, is shown on the service page before you pay.

3We are not a public authority

We are an independent private company. We are not part of, and are not endorsed by, the Government of Albania, e-Albania, the National Agency for Information Society, the Social Insurance Institute or any other public body.

Official decisions (for example, granting a pension or issuing a certificate) are taken only by the competent public authority. Our fee pays for our assistance, not for the decision.

4How a request works

• You choose a service, enter your name and WhatsApp number, and pay online.
• After payment you receive a request code (for example AE-7K2F9Q) and we contact you on WhatsApp, normally on the same business day.
• We tell you which documents we need. You send them to us on WhatsApp.
• We carry out the procedure and keep you updated until it is completed.

Our agreement with you starts when your payment is confirmed.

5Prices and payment

Prices are shown in euro (EUR) on the service page before you pay. Payment is made by card through Stripe, a certified payment provider. We never see or store your full card details.

Unless the service page says otherwise, our price does not include official fees, stamp duties or charges set by public authorities. If such a fee applies, we tell you the amount before we pay it on your behalf, and we only proceed with your agreement.

6Your responsibilities

To let us help you, you agree to:

• give us information that is true, complete and up to date;
• send only documents that belong to you, or that you are legally entitled to share;
• reply to our questions within a reasonable time;
• tell us straight away if any of your details change.

Delays or refusals caused by missing, incorrect or late information are not our responsibility.

7Passwords and security codes

We will never ask for your e-Albania password or for one-time codes (OTP) sent to your phone or email. For account recovery and registration, we guide you step by step and use the official procedures, with your participation. Do not share these codes with anyone, including us.

8Timing and outcome

We work as quickly as we can and give you an estimated time for your case. Processing times of public authorities are outside our control and may change.

We cannot guarantee a specific outcome, such as the approval of a pension or the content of a certificate, because these depend on the authority and on your records.

9Documents we send you

When a document is ready we send it to you on WhatsApp, or as a secure download link. For your security, download links expire after 7 days. If a link expires, ask us and we will send a new one.

10Cancellation and refunds

You can cancel your request and get a full refund:

• within 24 hours of payment, or
• at any later time, as long as we have not yet started working on your request.

To cancel, write to us on WhatsApp or by email with your request code. We confirm the cancellation in writing.

After these limits, once we have started working on your request, it can no longer be cancelled or refunded, because the work has already been done for you.

If we cannot carry out your request for reasons that do not depend on you, we refund the full amount you paid.

Refunds are made to the card used for payment, normally within 14 days. Your bank may take a few more days to show the amount.

This section does not affect any mandatory rights you may have as a consumer under the law of the country where you live.

11Our liability

We carry out our services with professional care. We are not liable for:

• decisions, delays or errors of public authorities;
• outages or changes of the e-Albania portal or other public systems;
• consequences of incorrect or incomplete information you give us.

Where the law allows, our total liability for a request is limited to the amount you paid for it. Nothing in these Terms limits liability that cannot be limited by law, or your mandatory rights as a consumer.

12Communication

We communicate mainly on WhatsApp, at the number you give us. By placing a request you agree that we may contact you there about it. We do not send advertising messages.

13Personal data

We process your personal data as described in our Privacy Policy.

14Changes to these Terms

We may update these Terms. The version that applies to your request is the one published when you paid.

15Governing law and disputes

These Terms are governed by the laws of the Republic of Albania. If you are a consumer, you also keep the protection of the mandatory consumer rules of the country where you live.

If you have a complaint, write to us first: we reply within 14 days and try to find a solution. Any dispute that cannot be solved amicably will be handled by the competent courts, without prejudice to your right as a consumer to bring proceedings in your country of residence.

16Contact

Asistencealbania
Shkodër, Albania
Email: info@asistencealbania.com
WhatsApp: the number shown on our website