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Terms and Conditions

Payment Terms

Multi-Day Travel Packages

  • Deposit: €300 per person (non-refundable), due at the time of booking

  • First installment: 30% of the total amount (minus the deposit) — due 95 days before departure

  • Final balance: due no later than 35 days before departure, in accordance with Art. 41 of the Italian Tourism Code

If the booking is made:

  • Between 95 and 35 days before departure → 30% of the total amount is required at confirmation

  • Less than 35 days before departure → full payment of the total amount is required within 24 hours of booking, to secure the services

Failure to comply with these deadlines may result in automatic cancellation of the booking and the application of cancellation penalties, as provided by law.

Exceptions to Payment Terms

Notwithstanding the above, specific exceptions to the payment terms (including but not limited to installment schedules or final balance deadlines) may be established and formalized in the specific travel package contract. In such cases, the contractual provisions therein shall prevail. Failure by the Traveler to comply with the agreed payment schedule shall constitute a material breach and may result in the termination of the contract, without prejudice to the Agency’s right to retain any amounts already received as a deposit or as partial payment. Any such exceptions shall not affect or modify the cancellation policy, which remains fully applicable.

Day Tours and Experiences

  • Deposit:

    A deposit of 10% of the total amount is required to confirm the booking. For bookings under €1000, the deposit is fixed at €100.

  • Balance:

    The balance is due no later than 3 days before the scheduled date.

    For bookings over €100, the balance may be split into two equal payments:

    – the first installment must be paid no later than 30 days before the scheduled date

    – the second installment is due 3 days before the scheduled date

  • For last-minute bookings (less than 3 days in advance) → full payment is required upon confirmation.

No refunds are issued for cancellations made within 3 days of the scheduled service.

For bookings paid in two installments, cancellations made between 30 and 3 days before the scheduled service incur a penalty equal to the amount already paid.

Rescheduling may be allowed in case of justified unforeseen circumstances, subject to availability and prior agreement.

Single Services (e.g. transfers, reservations, tastings)

These services are not considered travel packages under Art. 4 of the Italian Tourism Code and are regulated by individual agreements.

To confirm any single service or consultancy, the following conditions apply:

  • A fixed deposit of €100 is required at the time of booking

  • The balance must be paid no later than 7 days before the scheduled date of the service

  • For last-minute bookings (requested within 7 days of the service), the full amount is due at confirmation

The €100 deposit is always non-refundable, regardless of the reason for cancellation.

No refunds are issued for cancellations made within 7 days of the scheduled service.

Rescheduling may be allowed in case of justified unforeseen circumstances, subject to availability and prior agreement.

NOTE: Unpaid bookings will be automatically cancelled without further notice.

In some cases, due to the supplier’s policy, full payment of the total amount may be required at the time of booking. In such cases, the payment terms specified in the purchase contract shall prevail.

Consultancy Services

(e.g. travel planning, advisory sessions)

  • Full payment is required within 24 hours of booking confirmation

  • If payment is not received within this timeframe, the reservation will expire automatically

  • No refunds are issued once the service has started, even if only partially used

  • Clients may reschedule once, in case of justified unforeseen circumstances, subject to availability

These services are tailor-made and delivered digitally or with personal involvement. As such, they are non-refundable in accordance with Article 59 of the Italian Consumer Code (Legislative Decree 206/2005), which excludes the right of withdrawal for personalized services or services already begun.

Payment methods:

The agency requires payments via WISE or bank transfer.

In agreed cases, credit card payments will be accepted through a link for the deposit and a pre-authorization for the balance.

The only accepted cards are VISA and MASTERCARD.

Cancellation Policy

This policy complies with Italian Law (D.Lgs. 79/2011 – Codice del Turismo), in particular Articles 26, 41, 42, 43, and 45, implementing EU Directive 2015/2302.

1. Travel Packages

As defined in Article 4 of the Italian Tourism Code, a travel package consists of a combination of at least two different tourist services, sold or offered at an inclusive price and referring to the same trip or holiday.

● Multi-Day Travel Packages

Cancellation penalties are applied as follows:

    • A €300 deposit is required to confirm the booking
    • More than 95 days before departure: €300 per person (non-refundable administrative fee)
    • 65 to 95 days before departure: 30%
    • 35 to 64 days before departure: 60%
    • 0 to 34 days before departure: 100%
● Day Tours and Experiences
● Deposit:

A deposit of 10% of the total amount is required to confirm the booking. For bookings under €1000, the deposit is fixed at €100.

● Balance:

The balance is due no later than 3 days before the scheduled date.

For bookings over €100, the balance may be split into two equal payments:

– the first installment must be paid no later than 30 days before the scheduled date

– the second installment is due 3 days before the scheduled date

● Cancellation and Refund Policy:

The deposit is non-refundable.

No refunds are issued for cancellations made within 3 days of the scheduled service.

For bookings paid in two installments, cancellations made between 30 and 3 days before the scheduled service incur a penalty equal to the amount already paid.

● Discounts:

Discounts may be available for full prepayment with no refund option.

Bookings can be transferred to another person (Art. 12), provided that all participation requirements are met and subject to availability. Refunds are not issued for late arrivals, early departures, or unused services. Exceptions may apply in case of unavoidable and extraordinary circumstances (Art. 42, paragraph 2) that significantly affect the execution of the package or access to the destination.

 

All cancellations must be communicated in writing.

 

The above penalties apply based on the number of days prior to the scheduled trip start date.

In case the package includes a travel insurance policy covering trip cancellation, medical expenses, and luggage, such insurance will be issued in the traveler’s name at the time of booking.

In the event of cancellation due to documented and verifiable causes included in the insurance coverage, any refunds will be handled directly by the insurance company, according to the policy’s terms and conditions.

The cancellation penalties stated above remain valid as the reference amounts for determining the reimbursable value of the trip under the insurance policy.

No refunds or reimbursements shall be made by the Agency beyond what is expressly provided for under the applicable insurance policy and the present cancellation terms.

Travel insurance coverage, when applicable, will be specified in the specific travel package contract.

 

2. Single Services & Consultancy

Services that do not constitute a package under Art. 4 — such as standalone consultancy, one-off reservations, or unbundled services — are not subject to EU Directive 2015/2302 and fall outside the scope of package travel regulation.

These services are governed by individual agreements in line with Articles 45 and 47 of the Tourism Code.

  • Full payment is required in advance, unless otherwise agreed

  • No refunds are provided once the service has commenced

  • Appointments may be rescheduled in case of justified unforeseen events

Code of Conduct

Participants are expected to behave respectfully throughout the experience, follow the guide’s instructions, and comply with local laws and customs. Any inappropriate, dangerous, or disrespectful behaviour — including but not limited to harassment, intoxication, or refusal to comply with safety measures — may result in immediate exclusion from the tour or activity, without any right to refund or compensation.

Travel Insurance

If the package does not include travel insurance, we strongly recommend arranging suitable coverage for cancellation penalties, medical assistance, baggage issues, or delays caused by exceptional events (including but not limited to Covid-19).
Travel insurance may also be arranged through our Agency upon request.

 

Applicable Legislation and Legal Definitions

General conditions for the sale of travel packages

Content of the travel package sale contract

 

The travel package sale contract consists of these general conditions, the description of the travel package contained in the catalogue or in the separate travel program, and the booking confirmation of the requested services.

This confirmation is sent by the Tour Operator to the traveller or to the travel agency acting as agent for the traveller, and the traveller has the right to receive it from the same.

By signing the proposal to purchase a travel package, the traveller acknowledges having read and accepted, both for themselves and for all other individuals for whom the all-inclusive service is requested, the provisions of the travel package contract, the warnings contained therein, and these general conditions.

The sale of travel packages, involving services provided in national and international territories, is governed by the Italian Tourism Code (Codice del Turismo), specifically Articles 32 to 51-novies as amended by Legislative Decree no. 62 of 21 May 2018 implementing EU Directive 2015/2302, and, where applicable, by the provisions of the Civil Code on transport and agency agreements.

The organiser and intermediary selling the travel package to whom the traveller applies must be authorised to carry out their respective activities in accordance with current national, regional, and local legislation.

Before concluding the contract, the organiser and seller must provide third parties with details of the insurance policy covering professional liability, as well as details of any additional mandatory or optional insurance policies covering events that may affect the performance or execution of the trip, such as trip cancellation, medical expenses, early return, lost or damaged luggage, and details of the financial guarantee covering the organiser’s and seller’s insolvency or bankruptcy. This guarantee ensures the reimbursement of amounts paid or the traveller’s repatriation if transport is included in the package.

Pursuant to Article 18, paragraph VI of the Tourism Code, the use of terms such as “travel agency”, “tourism agency”, “tour operator”, “travel mediator”, or similar terms in any language is allowed only for companies properly authorised as per the first paragraph.

For the purposes of travel package regulations:

  1. Travel service means:

    a) the carriage of passengers;

    b) accommodation which is not intrinsically part of the carriage of passengers and is not intended for residential purposes or long-term language courses;

    c) rental of cars or other motor vehicles as defined in Article 3, point 11, of Directive 2007/46/EC or motorcycles requiring an A-class driving licence;

    d) any other tourist service not intrinsically part of the above services.

  2. Package: the combination of at least two different types of travel services listed under point 1) for the same trip or holiday, under the conditions set out in Article 4;

  3. Travel package contract: the contract covering all travel services included in the package;

  4. Start of the package: the commencement of the performance of travel services included in the package;

  5. Professional: any natural or legal person acting in a commercial, industrial, artisanal or professional capacity, including through another person acting in their name or on their behalf, who acts as organiser, seller, facilitator of linked travel arrangements or supplier of travel services under the applicable tourism law;

  6. Organiser: a professional who combines and sells or offers for sale packages either directly or through another professional, or who transmits traveller data to another professional;

  7. Seller: a professional, other than the organiser, who sells or offers for sale packages combined by an organiser;

  8. Traveller: any person who is considering concluding a contract, or is entitled to travel under a concluded contract, within the scope of organised tourism contracts;

  9. Establishment: as defined by Article 8, letter e), of Legislative Decree 26 March 2010, no. 59;

  10. Durable medium: any instrument enabling the traveller or professional to store information addressed personally to them in a way accessible for future reference and reproduction identical to the original;

  11. Unavoidable and extraordinary circumstances: a situation beyond the control of the party invoking it, the consequences of which could not have been avoided even if all reasonable measures had been taken;

  12. Lack of conformity: non-performance of travel services included in the package;

  13. Point of sale: any retail premises, mobile or immobile, including a website or similar online sales tools, even if presented as a single interface, including telephone sales services;

  14. Return: the return of the traveller to the place of departure or to another location agreed upon by the parties.

    1. The definition of a travel package is as follows:

      the combination of at least two different types of travel services referred to in point 1) of Article 3, for the same trip or holiday, if:

a) such services are combined by a single professional, even at the request of the traveller or based on their selection, before a single contract covering all services is concluded; or

b) regardless of whether separate contracts are concluded with individual travel service providers, such services are:

i) purchased at a single point of sale and selected before the traveller consents to payment;

ii) offered, sold, or invoiced at an all-inclusive or total price;

iii) advertised or sold under the designation “package” or a similar term;

iv) combined after the conclusion of a contract by which the professional allows the traveller to choose from a selection of different types of travel services; or

v) purchased from separate professionals through linked online booking processes where the traveller’s name, payment details and email address are transmitted by the first professional with whom the contract is concluded to one or more other professionals, and the contract with the latter or others is concluded no later than 24 hours after the confirmation of the first travel service booked.

    1. A combination of travel services where no more than one of the types of services referred to in point 1) of Article 3, letters a), b), or c), is combined with one or more of the travel services referred to in point 1) of Article 3, letter d), shall not be considered a package if such latter services:

a) do not account for 25% or more of the value of the combination and are not advertised as, nor otherwise represent, an essential feature of the combination; or

b) are selected and purchased only after the performance of a travel service referred to in point 1) of Article 3, letters a), b), or c), has begun.

  1. At the time of concluding the contract for the sale of a travel package, or in any case as soon as possible, the organiser or the seller shall provide the traveller with a copy or confirmation of the services included in the contract on a durable medium (e.g., email), including the booking confirmation and/or summary statement.

  2. The traveller is entitled to a paper copy of the booking confirmation and/or summary statement if the travel package sale contract has been concluded in the simultaneous physical presence of the parties.

  3. For contracts negotiated outside business premises, as defined in Article 45, paragraph 1, letter h) of Legislative Decree no. 206 of 6 September 2005, a copy or confirmation of the travel package sale contract shall be provided to the traveller on paper or, if the traveller agrees, on another durable medium.

  4. The contract constitutes valid documentation for accessing the guarantee fund referred to in Article 21 below.

Before concluding the travel package contract or submitting a corresponding offer, the organiser and the seller shall provide the traveller with the standard information form referred to in Annex A, Part I or Part II, of the Italian Tourism Code, as well as the following information:

a) The main characteristics of the travel services, such as:

  1. the destination(s), itinerary, duration of the stay with relevant dates, and, if accommodation is included, the number of nights;

  2. means, characteristics and categories of transport, departure and return locations, dates and times, intermediate stops and connections; if the exact time is not yet established, the organiser or seller shall provide an approximate schedule;

  3. location, main features, and—where applicable—the tourist category of the accommodation as per the regulations of the country of destination;

  4. meals included or not;

  5. excursions, visits or other services included in the total price of the package;

  6. travel services provided as part of a group and, if so, the approximate size of the group;

  7. the language in which the services are provided;

  8. whether the trip or holiday is suitable for persons with reduced mobility and, upon request by the traveller, precise information on the suitability of the trip or holiday taking into account their needs. Any special requests regarding the provision and/or execution of specific services forming part of the package, including assistance at the airport for persons with reduced mobility, special meals on board or at the accommodation, must be made at the time of booking and must be the subject of a specific agreement between the traveller and the organiser, possibly via the traveller’s appointed travel agency;

b) The business name and geographic address of the organiser and, where applicable, of the seller, along with their telephone numbers and email addresses;

c) The total price of the package, including all travel services, insurance and/or financial coverage, taxes, duties and any additional costs such as administrative and file management fees. If these costs cannot be reasonably calculated before the contract is concluded, an indication of the type of additional costs the traveller may have to bear;

d) Payment arrangements, including the amount or percentage to be paid as a deposit, and the schedule for balance payment, or the financial guarantees the traveller is required to pay or provide;

e) The minimum number of participants required for the package and the deadline, pursuant to Article 41, paragraph 5, letter a) of the Tourism Code, before the start of the package for any contract termination in the event the minimum number is not reached;

f) General information on passport and visa requirements, including approximate time for obtaining visas, and health formalities in the destination country;

g) Information on the traveller’s right to withdraw from the contract at any time before the start of the package upon payment of appropriate cancellation fees, or, if applicable, standard cancellation fees charged by the organiser under Article 41, paragraph 1 of Legislative Decree 79/2011 and specified in Article 10, paragraph 3 below;

h) Information on whether optional or mandatory insurance is available to cover the cost of unilateral cancellation by the traveller, damage or loss of luggage, or assistance including repatriation in case of accident, illness, or death;

i) The details of the protection referred to in Article 47, paragraphs 1, 2 and 3 of Legislative Decree 79/2011.

  1. Additionally, before the start of the trip, the organiser and seller shall communicate the identity of the actual air carrier, if not known at the time of booking, in accordance with Article 11 of Regulation EC 2111/05 (Article 11, paragraph 2: “If the identity of the actual air carrier is not yet known at the time of booking, the contracting air carrier shall ensure that the passenger is informed of the name of the carrier as soon as its identity is established”).

  2. The organiser shall prepare a technical sheet to be included in the catalogue or off-catalogue program—even if delivered electronically or online—containing technical information required by law, such as (by way of example):

  • the organiser’s authorisation or SCIA details;

  • the details of guarantees for travellers as per Article 47 of the Tourism Code;

  • the professional liability insurance details;

  • the validity period of the catalogue—whether printed or online—and/or the off-catalogue program;

  • pricing parameters and criteria for price adjustment (Article 39 of the Tourism Code).

  1. At the time of signing the purchase proposal for the travel package, the following payments are due based on the type of service:

  • Multi-day travel packages:

    a) A non-refundable deposit of €300 per person is required at the time of booking;

    b) A first instalment of 30% of the total amount (minus the deposit) must be paid no later than 90 days before departure;

    c) The final balance must be paid no later than 28 days before departure, in accordance with Article 41 of the Italian Tourism Code.

    If the booking is made:

    • Between 90 and 28 days before departure → 30% of the total amount is required at confirmation;

    • Less than 28 days before departure → the full amount must be paid within 24 hours of booking.

  • Day tours and experiences:

    a) A 10% deposit of the total amount is required at the time of booking. For bookings under €1000, the deposit is fixed at €100;

    b) The balance must be paid no later than 3 days before the scheduled date.

    For bookings over €100, the balance may be split into two equal payments:

    – the first installment is due no later than 30 days before the scheduled date

    – the second installment is due 3 days before the scheduled date

    For bookings made within 3 days of the scheduled date, the full amount is due at confirmation.

  • Single services (e.g. transfers, tastings, individual bookings):

    a) A fixed deposit of €100 is required at the time of booking;

    b) The balance must be paid no later than 7 days before the scheduled service.

    For bookings made within 7 days of the scheduled date, the full amount is due at confirmation.

    The €100 deposit is always non-refundable, regardless of the reason for cancellation.

  • Consultancy services:

    a) Full payment is required within 24 hours of booking confirmation.

    b) If payment is not received within this timeframe, the reservation will automatically expire.

    These services are non-refundable once initiated and fall outside the scope of travel package regulation pursuant to Article 59 of Legislative Decree 206/2005.

  1. Failure to comply with the above deadlines may result in the automatic termination of the contract, notified via email or other durable medium, without prejudice to any legal guarantees pursuant to Article 47 of Legislative Decree 79/2011.

  2. Payment is considered fulfilled only when the amounts have been received by the organiser. The traveller is responsible for verifying that any intermediary or seller acting as their agent complies with the legal requirements, including the financial guarantee against insolvency or bankruptcy.

The price of the travel package is determined in the contract, with reference—where applicable—to the catalogue, off-catalogue program, or any updates thereof, or to what is indicated on the organiser’s website.

The price may be subject to change, either upward or downward, solely as a direct consequence of variations in:

  • transport costs, including fuel prices;

  • taxes and fees applicable to transport services, such as landing, embarkation or disembarkation fees at ports and airports;

  • exchange rates applicable to the package in question.

Any price adjustment will refer to the rates and exchange values effective no later than 21 days before the departure date, compared to those in effect at the time of contract conclusion or as stated in the technical sheet or online updates.

In any case, the price may not be increased in the 20 days preceding the departure date, and any price revision shall not exceed 8% of the original price.

In the event of a price reduction, the organiser shall deduct actual administrative and processing costs from the refund owed to the traveller, the amount of which shall be proven upon request.

The price of the travel package is composed of:

a) the registration fee or fixed deposit, where applicable;

b) the participation fee, as stated in the catalogue or in the quotation provided to the traveller at the time of booking;

c) the cost of any insurance policies requested by the traveller (e.g. cancellation, medical expenses);

d) the cost of any entry or exit visas, where applicable;

e) any airport or port taxes and charges;

f) administrative and processing costs related to booking changes or revisions, if applicable.

For a detailed breakdown of pricing, deposits, and payment deadlines applicable to each type of service (multi-day packages, day tours, single services, and consultancy), please refer to the relevant terms outlined in the Payment Terms section.

  1. The tour operator reserves the right to unilaterally modify the conditions of the contract, other than the price, where the change is of minor significance. Such modifications shall be communicated clearly and precisely using a durable medium, such as email.

  2. If, before departure, the organiser is required to significantly alter one or more of the main characteristics of the travel services referred to in Article 34, paragraph 1, letter a) of the Tourism Code, or is unable to satisfy specific requests previously accepted by the organiser, or proposes to increase the package price by more than 8%, the traveller may accept the proposed change or withdraw from the contract without paying any withdrawal fees.

  3. If the traveller does not accept the proposed change under paragraph 2 and exercises their right to withdraw, the organiser may offer the traveller a substitute package of equivalent or higher quality.

  4. The organiser shall inform the traveller, via email and without undue delay, in a clear and precise manner, of the proposed changes referred to in paragraph 2 and their impact on the package price as per paragraph 6.

  5. The traveller shall inform the organiser or intermediary of their decision within two (or a longer period where specified) working days from the time they receive the notice referred to in paragraph 1. In the absence of a response within this timeframe, the proposed modification shall be deemed accepted.

  6. If the modifications to the travel package contract or to the substitute package referred to in paragraph 2 result in a package of lower quality or cost, the traveller is entitled to an appropriate price reduction.

  7. In the event of withdrawal from the travel package contract under paragraph 2, and where the traveller does not accept a substitute package, the organiser shall refund, without undue delay and in any case within 14 days of withdrawal, all payments made by or on behalf of the traveller and shall compensate them for the non-performance of the contract, except in the following cases:

    a. No compensation is due if the package is cancelled due to the failure to reach the minimum number of participants required.

    b. No compensation is due if the organiser proves that the lack of conformity is due to force majeure or unforeseeable circumstances.

    c. No compensation is due if the organiser proves that the lack of conformity is attributable to the traveller, a third party unconnected to the provision of travel services, or unavoidable and extraordinary circumstances.

  8. In cases other than those listed in paragraph 7 letters a), b), and c), the organiser who cancels the package shall refund the traveller an amount equal to twice the payments received and effectively collected, including through the travel agent.

  9. The amount refunded shall in no case exceed twice the amount that the traveller would have been liable to pay if they had cancelled the contract on the same date, in accordance with Article 10, paragraph 3.

A) By the traveller

  1. Apart from the cases referred to in the previous article, the traveller may withdraw from the contract without paying any withdrawal fees in the following cases:

  • an increase in the price of more than 8%;

  • a significant modification of one or more elements of the contract that are objectively considered essential for the enjoyment of the package as a whole, proposed by the organiser after the contract has been concluded but before departure and not accepted by the traveller;

  • the organiser’s inability to fulfil specific requests previously accepted.

In these cases, the traveller may:

  • accept the alternative proposal, if made by the organiser;

  • request a full refund of all sums already paid. This refund must be made within the time limits set out in the previous article.

  1. In the event of unavoidable and extraordinary circumstances occurring at the destination or in its immediate vicinity that significantly affect the performance of the package or the transportation of passengers to the destination, the traveller has the right to withdraw from the contract before the start of the package, without paying any withdrawal fee, and is entitled to a full refund of any payments made. No additional compensation is due in such cases.

  2. If the traveller withdraws from the contract before departure for any reason other than those mentioned in paragraphs 1 and 2—or in cases not covered by Article 9, paragraph 2—they shall be charged:

  • the individual administrative fee;

  • any insurance premiums already requested at the time of booking or other non-refundable services (e.g., consular visas);

  • a cancellation fee, unless otherwise specified in the contract, calculated as follows (unless more restrictive conditions apply during high season or in case of fully booked services, which will be communicated to the traveller during the quotation phase and before contract conclusion):

For coach tours:

  • from confirmation up to 28 days before departure: no cancellation fee;

  • 27 to 21 days: 30% of the participation fee and supplements;

  • 20 to 11 days: 50%;

  • 10 to 3 days: 70%;

  • after that: 100%.

For air travel packages:

  • from confirmation up to 28 days before departure: 20% of the participation fee and supplements;

  • 27 to 21 days: 30%;

  • 20 to 11 days: 50%;

  • 10 to 3 days: 70%;

  • after that: 100%.

In addition to the above percentages, any non-refundable penalties related to early ticket issuance (air, rail, maritime) requested by the client may also be charged in full.

Some services may be subject to different cancellation policies, which will be specified at the time of booking.

These amounts are also due by those who are unable to travel due to missing or irregular personal travel documents.

Subjective circumstances (e.g., illness, cancelled leave, job loss, etc.) that prevent the traveller from taking part in the trip—unless covered under paragraph 2—do not exempt them from cancellation penalties. These risks may be mitigated by taking out specific insurance policies, if not already included by the organiser.

  1. For pre-arranged group bookings, specific cancellation terms will be agreed upon at the time of contract signature.

  2. The above cancellation policy does not apply to packages that include airline tickets with special fares. In such cases, cancellation conditions are deregulated and often stricter due to non-refundable ticketing rules, and will be communicated during the quotation phase.

B) By the organiser

  1. The organiser may withdraw from the travel package contract and offer a full refund of payments received, without being liable for additional compensation, if:

  • the number of participants is lower than the minimum specified in the contract and the organiser communicates the withdrawal to the traveller no later than 20 days before the start of the package for trips longer than six days, seven days for trips lasting between two and six days, and 48 hours for trips shorter than two days;

  • the organiser is unable to perform the contract due to unavoidable and extraordinary circumstances and notifies the traveller without undue delay before the start of the package.

  1. The organiser shall refund all payments as described in paragraphs 2 and 6, without undue delay and in any case within 14 days of withdrawal. In accordance with Article 41, paragraphs 4 and 5 of the Tourism Code, withdrawal also terminates any linked contracts with third parties.

  2. For contracts concluded outside commercial premises, the traveller has the right to withdraw within five days of contract conclusion or receipt of contractual conditions and pre-contractual information—whichever comes later—without penalty and without providing any reason.

    This right does not apply to offers with significantly reduced prices compared to standard market rates. In such cases, the organiser shall clearly highlight the exclusion of the right of withdrawal.

  3. For contracts concluded remotely, as defined by Article 45, paragraph 1, letter g) of the Consumer Code, the right of withdrawal is excluded pursuant to Article 47, paragraph 1, letter g) of the same Code.

For the applicable cancellation policy and withdrawal terms specific to the type of service purchased, please refer to the Cancellation Policy section.

  1. The organiser is responsible for the performance of the travel services included in the travel package contract, whether such services are to be provided by the organiser directly, by assistants or agents acting in the performance of their duties, by third parties engaged by the organiser, or by other suppliers of travel services pursuant to Article 1228 of the Italian Civil Code.

  2. The traveller, in accordance with the principles of fairness and good faith under Articles 1175 and 1375 of the Italian Civil Code, must promptly inform the organiser, directly or through the seller, of any lack of conformity found during the performance of the travel services included in the travel package, taking into account the circumstances of the case.

  3. If one of the travel services is not performed as agreed in the travel package contract, the organiser shall remedy the lack of conformity, unless doing so is impossible or excessively burdensome, considering the extent of the lack of conformity and the value of the affected services. If the organiser fails to remedy the lack of conformity, the traveller is entitled to a price reduction and to compensation for damages suffered as a result of the lack of conformity, unless the organiser proves that the non-performance is attributable to the traveller, to a third party unconnected with the provision of travel services, or to unavoidable and extraordinary circumstances.

  4. Subject to the above, if the organiser does not remedy the lack of conformity within a reasonable period set by the traveller through a timely complaint pursuant to paragraph 2, the traveller may remedy the defect themselves and request reimbursement of the necessary, reasonable, and documented expenses. If the organiser refuses to remedy the lack of conformity or if immediate action is required, no time limit needs to be set by the traveller.

  5. If a lack of conformity constitutes a material breach of the contract and the organiser does not remedy it in a timely manner, considering the duration and characteristics of the package, the traveller may terminate the contract with immediate effect and, if appropriate, request a price reduction and/or compensation for damages.

  6. If, after departure, the organiser finds it impossible—except for reasons attributable to the traveller or due to actions by institutional authorities—to provide an essential part of the agreed services, the organiser shall arrange suitable alternative solutions to continue the planned trip at no additional cost to the traveller, or shall refund the traveller for the difference between the services originally planned and those actually provided.

  7. The traveller may reject the proposed alternative arrangements only if they are not comparable to what was agreed in the contract, or if the offered price reduction is inadequate. If no alternative arrangements are available, or if the traveller justifiably rejects the alternatives due to non-comparability or insufficient compensation, the organiser shall provide, at no additional cost, a means of transport equivalent to the original one to return the traveller to the point of departure or another agreed location, subject to availability, and shall refund the traveller for the difference between the services provided and those originally agreed.

  1. Before the start of the package, the traveller may transfer the travel package contract to a person who satisfies all the conditions for the use of the service, upon prior notice given on a durable medium to the organiser no later than seven days before the start of the package.

  2. The transferee must meet all the conditions applicable to the travel package contract (in particular, passport, visa, health requirements, etc.), and the transferring party and the transferee are jointly and severally liable for the payment of the balance of the price and for any additional fees, charges, or other costs arising from the transfer.

  3. The organiser shall inform the transferring party of the actual costs of the substitution. These costs shall not be unreasonable and shall not exceed the actual expenses incurred by the organiser as a result of the transfer of the package travel contract.

  4. Any modification requested by the traveller after the booking confirmation does not oblige the organiser if it cannot be fulfilled. In any case, changes requested by the traveller more than 30 days before departure may result in the traveller being charged an administrative fee, in addition to any additional costs arising from the modification itself.

  1. Travellers must be in possession of a valid identity document and any entry visas, residence permits, health documents, and vaccination certificates required for the destinations included in the itinerary, as well as comply with customs, currency, and health regulations. They must also ensure their documents are up to date, valid, and suitable for the journey.

  2. Travellers shall also observe the rules of normal prudence and diligence, as well as all specific rules in force in the countries of destination, including local laws, customs regulations, and the instructions provided by the organiser, the seller, or the service provider, and shall be liable for all damages that the organiser may suffer as a result of non-compliance with these obligations.

  3. Travellers must provide the organiser with all documents, information, and elements necessary for the proper performance of the contract and must inform the organiser of any particular personal requirements (including allergies, health conditions, reduced mobility, etc.) at the time of booking.

  4. Travellers are also required to behave in a way that does not interfere with the peaceful execution of the trip and that does not compromise the enjoyment of the services by other participants.

  5. Failure to comply with the above obligations may result in the traveller being excluded from the trip, without the right to a refund or compensation.

The official classification of hotels is provided in the catalogue or in other informational materials based solely on formal and express indications released by the competent authorities of the country in which the service is provided.

In the absence of official classifications recognised by the competent public authorities of the EU member country where the service is provided, or in the case of structures marketed as “tourist accommodation” or similar, the organiser reserves the right to provide a description of the accommodation in the catalogue or brochure, in order to enable the traveller to evaluate and consequently accept the offer.

  1. The organiser is liable for any damage caused to the traveller due to the total or partial non-performance of the contractually agreed services, whether these are carried out by the organiser directly or by third-party service providers, unless the organiser proves that the non-performance is attributable to:

    • the traveller;

    • unforeseeable or unavoidable actions by a third party not involved in the provision of the services;

    • unavoidable and extraordinary circumstances.

  1. The seller with whom the package was booked is not liable for any obligations arising from the organisation and execution of the trip but is solely responsible for the obligations arising from its role as an intermediary and for the proper performance of the obligations contractually assumed in such capacity, as governed by current law.

  1. Compensation due under Articles 43 and 46 of the Tourism Code and the corresponding limitation periods are governed by Articles 1783 and 1784 of the Italian Civil Code, as well as by the limitations provided by international conventions that govern the services included in the package, and which are binding for the parties.

  2. In any case, the limit of compensation for damages to persons may not exceed the limits set by international conventions governing the individual services included in the travel package.

  3. Without prejudice to the provisions of Article 1783 of the Italian Civil Code, the compensation for damages other than personal injury or damages caused by the organiser’s fault may not exceed three times the total price of the package, unless the damage is caused intentionally or by gross negligence.

  4. The right to compensation is subject to the traveller’s obligation to promptly notify the organiser of any lack of conformity, in accordance with Article 43, paragraph 1, of the Tourism Code.

  1. The traveller may address messages, requests, or complaints relating to the execution of the package directly to the seller through whom the package was purchased. The seller shall promptly forward such communications to the organiser.

  2. For the purposes of compliance with deadlines or limitation periods, the date on which the seller receives the messages, requests, or complaints referred to in the previous paragraph shall be considered as the date of receipt by the organiser.

  1. The organiser is required to provide appropriate assistance without undue delay to the traveller in difficulty, even in the circumstances referred to in Article 42, paragraph 7 of the Tourism Code, in particular by:

  • providing appropriate information on health services, local authorities, and consular assistance;

  • assisting the traveller in making long-distance communications and helping to find alternative travel arrangements.

  1. The organiser may charge a reasonable fee for such assistance if the problem is caused intentionally by the traveller or through the traveller’s negligence. The fee shall not exceed the actual costs incurred by the organiser.

  1. If not expressly included in the price, it is recommended that travellers take out, at the time of booking through the organiser or another trusted party, special insurance policies covering expenses arising from the cancellation of the package, accidents and/or illnesses, including coverage for medical expenses and damages or loss of baggage.

  2. The rights arising from insurance contracts must be exercised directly by the traveller with the insurer, under the conditions and in the manner specified in the policies themselves, as stated in the policy conditions published in the organiser’s catalogue or provided upon request before departure.

    The insurance contract entered into between the traveller and the insurance company shall have effect exclusively between those parties, and the organiser shall not be liable in any way for the insurer’s obligations.

In accordance with Article 47 of the Italian Tourism Code, the organiser provides appropriate protection for the traveller in the event of insolvency or bankruptcy, through a private insurance policy that ensures:

  • the refund of payments made for travel services not performed;

  • if included in the package, the repatriation of the traveller;

  • and, if necessary, the financing of the traveller’s stay pending repatriation or continuation of the trip.

This protection is provided through Guarantee Certificate no. 2025/1203/2/0811 issued by TOP SECURE SRL, in compliance with Article 47 of the Italian Tourism Code and current legal requirements

The traveller may contact the insurer directly to activate the protection, as specified in the policy terms and conditions.

This contract is governed by Italian law.

For any disputes arising from the interpretation, execution, or termination of the contract, the competent court shall be:

  • the court of the place of residence or domicile of the traveller, if the traveller is a consumer domiciled or resident in Italy, pursuant to Article 66-bis of the Italian Consumer Code (Legislative Decree 206/2005);

  • in all other cases, the court of jurisdiction shall be that of the organiser’s registered office.