Withdrawal and cancellations
1. Right of withdrawal
Under the legislation in force on distance contracts, the consumer generally has a period of 14 days in which to exercise the right of withdrawal.
That right does not, however, apply to services relating to leisure activities where the contract provides for a specific date or period of performance.
Accordingly, for excursions, tours, transport services and other activities booked for a specific date or a specific period, the right of withdrawal laid down in Articles 52 et seq. of the Italian Consumer Code (Codice del Consumo) does not apply, in the cases provided for by law.
Any cancellation and refund terms stated on the page for the individual service at the time of booking remain applicable in any event.
2. Cancellation by the customer
The customer may request cancellation of the booking in accordance with the terms and conditions stated for the individual service.
Unless the service page states otherwise, the following terms apply:
- cancellation made up to 48 hours before the departure time: refund of 100% of the amount paid;
- cancellation made after the deadline stated: partial refund;
- failure to attend ("no-show") or arrival after the departure time: no refund.
Any charges applied by payment systems or intermediaries will be handled in accordance with the terms communicated at the time of booking and in compliance with the applicable legislation.
3. Changes to the booking
Where the individual service so provides, the customer may request a change to the date or time of the booking by contacting the Company at the contact details stated in the confirmation.
The change is subject to availability and may be requested within the deadline stated in the terms of the service.
4. Cancellation by the Company
The Company may cancel or change the service where this is necessary for reasons of safety, weather or navigation conditions, requirements of the competent authorities, unforeseeable operational needs, or other circumstances that prevent the service from being carried out on the terms originally agreed.
Where the cancellation is attributable to the Company, the customer will be informed promptly and, where provided for, may choose between a new available date and a refund of the amount paid for the service not provided.
5. Exceptional circumstances
If the service cannot be provided because of unavoidable and extraordinary circumstances, the provisions of the legislation in force will apply and, where applicable, the specific provisions relating to the type of service purchased.
6. How to request a cancellation
Cancellation requests must be sent to:
stating:
- first name and surname of the booking holder;
- booking number;
- date of the service;
- any request for a refund.
The date and time of receipt of the request will be used to determine whether any cancellation deadlines have been met.
7. Refund
Where a refund is due, it will be made, where possible, using the same method of payment used for the purchase, unless otherwise agreed with the customer or where technical obstacles prevent this.
The time actually taken for the amount to be credited may depend on the customer's payment institution or bank.