Thank you for your interest in Italy Unlocked. Please take the time to read and understand the conditions for booking and cancellation set out below prior to booking a service, tour, activity or vacation package with us. By travelling with us you are deemed to have agreed to this Booking & Cancellation Policy and your reservation will be accepted by us on this basis. The services to be provided are those referred to in your final travel itinerary.
Booking confirmation process
All reservations are on an “on request basis” and subject to availability. When you express your interest in one of our services, tours, activities or vacation packages we start by first checking availability and then continue to communicate with you until all your travel needs are addressed and all your queries are answered. At your request we will design, price and send you our best travel offer by email.
Should you wish to proceed with a reservation we will send you the following:
• Your final travel itinerary;
• A link to our Booking & Cancellation Policy;
• A link to a secure online gateway through which you may finalise payment.
In order to secure your reservation, if your booking is made more than 45 days before the first day of service, a non-refundable deposit is required. If your booking is made within 45 days of the first day of service full payment is required.
We cannot confirm a booking before we receive your deposit (if your booking is made more than 45 days before the first day of service), or full payment (if your booking is made within 45 days of the first day of service).
Payment of a deposit or full payment indicates you have read and consent to our Booking & Cancellation Policy.
Deposit requirement
A non-refundable deposit which may vary between 20% and 50% of the total price (depending on accommodation venue and season), is due at the time of reservation in order for your booking to be confirmed. Additional payments may be required to secure airfares and entrance fees to museums and archaeological sites. These must be paid in full at the time of reservation and are not refundable.
Please note that payment conditions for some of our services, tours, activities and vacation packages may differ, some requiring up to 100% non refundable payment at the time of booking. You will be advised of different payment conditions at the time of booking.
If your booking is made within 45 days of the first day of service then the full amount is due at the time of booking.
Group bookings of more than 10 participants as well as conferences and special events may require higher deposit amounts, a different payment schedule and specific cancellation terms. This information will be clearly stated in the contract.
Balance payment
Payment of the balance of our services, tours, activities and vacation packages is due 45 days before the first day of service. If this balance is not paid on or before the due date, unless previously arranged with us in writing, we reserve the right to treat your booking as cancelled.
Payment methods
We accept bank transfers and payments by credit card (Visa, MasterCard & American Express).
Transactions are processed in EUR only.
Travel itinerary and vouchers
The final travel itinerary and vouchers will be sent electronically, via e-mail, 2 weeks prior to your departure, provided that full payment is received.
Prices & surcharges
Prices of our services, tours, activities and vacation packages are subject to variable and seasonal pricing. This means our prices may vary at any time in accordance with demand, market conditions and availability.
All prices are land only, do not include airfares and are quoted in EUR.
In accordance with the European Travel Package Directive 2015/2302 we reserve the right to impose surcharges on vacation packages up to 20 days before the first day of service if increases in transportation costs, fuel costs and taxes (including tourist taxes, landing taxes, embarkation or disembarkation fees at ports and airports) occur, or if government action should require us to do so. If any surcharge results in an increase of more than 8% of the vacation price you may cancel the booking within 3 days of notification of the surcharge and obtain a full refund of the land portion of the trip only, excluding any bank commission fees and any incidental expenses that you may have incurred as a result of your booking, such as visas, travel insurance, or non-refundable flights.
Travellers shall have the right to a refund, excluding any bank commission fees, corresponding to any decrease in the costs referred to above (transportation costs, fuel costs and taxes), that occurs after the conclusion of the contract and before the start of the vacation package.
Travellers’ details
In order for us to confirm your travel arrangements you must provide all requested details. Necessary details vary by trip; they include but are not limited to full name, date of birth and nationality. Failure to provide requested details may result in a non-refundable cancellation of your trip.
Cancellations made by travellers
If you cancel some or all portions of your booking, cancellation fees will apply. A cancellation will only take effect when we receive written confirmation of the cancellation. If you cancel a service, tour, activity or trip:
• From the time of booking up to 45 days prior to the first day of service, we will retain the non-refundable deposit plus any additional cancellation fees imposed by airlines or suppliers.
• Between 30 and 44 days prior to the first day of service, we will retain 70% of the total booking cost; you will be refunded 30% of the total booking cost, excluding any bank commission fees.
• 29 days or less prior to the first day of service, we will retain 100% of the total booking cost.
• Cancellations made after the first day of service are not refundable.
Please note that different cancellation conditions apply to some services, tours, activities and vacation packages. For certain travel arrangements the cancellation charge may be higher than those shown above. In some cases a 100% cancellation fee applies as soon as the booking is made. You will be advised of different cancellation charges at the time of booking.
Unused services
If you fail to join a service, tour or activity, join after departure, or leave prior to its completion, no refund or reduction will be made.
Late arrivals & no-shows
Late arrivals and no-shows are not refundable.
Cancellations made by Italy Unlocked
Our services, tours, activities and vacation packages are guaranteed to be performed once they have been paid by travellers.
We may, however, cancel services, tours, activities and vacation packages at any time prior to departure if, due to terrorism, natural disasters, political instability or other external events, it is not viable for us to operate the planned itinerary. If we cancel your trip, you can transfer amounts paid to an alternate departure date, book an alternative vacation comprising different destinations with us or receive a full and immediate refund without further Italy Unlocked liability. In circumstances where the cancellation is due to external events outside our reasonable control, we are not responsible for any incidental expenses that you may have incurred as a result of your booking, including but not limited to visas, travel insurance, or non-refundable flights.
We reserve the right to cancel the booking without prior notice if the balance is not paid by the deadline and you will forfeit your deposit.
Booking amendments made by travellers
If you wish to transfer your booking to a third party you must notify us at least 7 days prior to the proposed departure date. The transferor of the package travel contract and the transferee shall be jointly and severally liable for the payment of the balance due and for any additional fees, charges or other costs arising from the transfer. Italy Unlocked shall inform the transferor about the actual costs of the transfer. Those costs shall not be unreasonable and shall not exceed the actual cost incurred by Italy Unlocked for the transfer of the package travel contract (e.g. fees levied by hotels, suppliers or airlines). If you notify us less than 7 days prior to the proposed departure date, although we will make every effort to accommodate your request, we might have to consider your trip as cancelled and charge a 100% cancellation fee. Transfers to a third party are only permitted where the transferee meets all the requirements in relation to the trip.
Amendments to any other arrangements made after the time of booking might incur administration fees and charges levied by hotels, suppliers or airlines.
Changing the entire reservation (e.g. dates of travel) after the time of booking constitutes a cancellation of the original reservation and is subject to cancellation charges as defined above.
Booking amendments made by Italy Unlocked
While we endeavour to operate all services, tours, activities and vacation packages as described, we reserve the right to make amendments both before and after departure:
1) Before departure: If we make a major change we will inform you as soon as reasonably possible, and if there is time, before your departure. When a major change is made you may choose between:
• Accepting the alternative service, tour, activity or vacation package offered.
• Refusing the change, terminating the contract with us and obtaining a full refund for the amount relating to the land portion of the trip only (excluding any bank commission fees and any incidental expenses that you may have incurred as a result of your booking, including but not limited to visas, travel insurance, or non-refundable flights) without further Italy Unlocked liability.
2) After departure: We reserve the right to change a service, tour, activity or itinerary after departure due to circumstances or events beyond our control (e.g. strikes, terrorist attacks and natural disasters). We will do everything possible to supply comparable services, accommodation and itineraries and there shall be no refund or compensation as a result of these amendments.
For more information on Italy Unlocked’s responsibilities in case of booking amendments to tourist packages please refer to the General Terms and Conditions for the Sale of Package Travel.
Travellers’ responsibilities
Travellers must comply with Italy’s laws, regulations and customs at all times.
It is your responsibility to arrive on time for all scheduled package components. Arriving late may be considered a “no-show” in which case you will not be eligible for refund for the unused service(s).
It is your responsibility to carefully check all confirmation documentation, itineraries and vouchers immediately upon receipt (particularly in regard to travel dates), and advise Italy Unlocked of any discrepancies.
You are also responsible for ensuring you possess valid travel documentation (e.g. passports and visas). Cancellations due to incomplete travel documentation will incur standard cancellation fees.
Passport and visas
You must carry a passport and obtain all of the appropriate travel documents (visas, permits and certificates). Your passport must be valid for at least 6 months beyond the duration of the trip. It is your responsibility to ensure that you are in possession of the correct visas, permits and certificates for your trip. We are not responsible if you are refused entry because you lack the correct passport, visa or other travel documentation.
Travel insurance
Travellers are encouraged to buy travel insurance to safeguard against cancellation, curtailment, personal liability and loss of luggage and personal effects.
Italy Unlocked makes no representations or guarantees concerning reimbursements of funds paid by you under any insurance claim. You agree not to hold Italy Unlocked responsible for any decision made by insurers.
Age & health requirements
A minimum age at the time of travel applies to many of our trips. For the majority of our trips we have no upper age limit though we remind you that some of our tours can be physically demanding and travellers must ensure that they are suitably fit to allow full participation. All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian, by an escort over the age of 18, appointed by their legal guardian. The legal guardian or their designee will be responsible for the traveller under the age of 18.
Italy Unlocked’s responsibilities
Italy Unlocked shall be held responsible for the proper performance of services provided with regard to transportation, accommodation, entertainment and meals, as indicated in the final travel itinerary. Italy Unlocked shall be required to pay appropriate compensation as determined by the Commissioner of Tourism in cases where, after an investigation, the Commissioner is satisfied that the services provided were not as stated in the final travel itinerary.
Our obligations, and those of our suppliers providing any service or facility included in your holiday, are to use reasonable skill and care when arranging for the provision of such services and facilities.
For more information on Italy Unlocked’s responsibilities please refer to the General Terms and Conditions for the Sale of Package Travel.
Limitation of liability
Italy Unlocked shall not be held liable for any damage or loss, any additional expenses or any failure to perform the travel contract if the reason for these situations is:
• Attributable to travellers.
• Occasioned by transportation provider delay, change or cancellation of aircraft service, alteration or cancellation of any other travel service.
• Due to strikes, political disputes, border closures, refusal of visas, industrial action, climate or other matters of a similar nature and any other force majeure.
• Attributable to a third party unconnected with the provision of the services contracted for and the event is unforeseeable or unavoidable.
• Due to unforeseen and unusual circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised.
Italy Unlocked shall not be held responsible or liable for expenses, reimbursement or refund of services, tours, activities or vacation prices if any traveller is refused entry or deported by immigration authorities resulting from the possession of unlawful items or holding improper travel documents or other causes, or if the traveller’s behaviour and activities are considered to be detrimental by the Italian government.
We accept liability for the negligence of our staff causing death or physical injury to persons or loss or damage to personal property only to the extent it is obliged under the applicable law.
Website content disclaimer
Images shown on our website are representative of those featured in the tours and vacations but are provided for illustrative purposes only and are not legally binding.
Inclusions
The land price of your trip includes:
• All accommodation as listed in the Details section of the related vacation;
• All transport listed in the Details section of the related tour, activity or vacation;
• The services of tour guides as listed in the Details section of the related tour, activity or vacation;
• Admission fees to galleries, museums and archaeological sites as listed in the Details section of the related tour, activity or vacation;
• Meals as listed in the Details section of the related tour, activity or vacation.
Exclusions
The land price of your trip does not include:
• International or internal flights unless specified;
• Taxes and excess baggage charges unless specified;
• Visa and passport fees;
• Travel, luggage and medical insurance;
• Meals other than those specified in the Details section of the related tour, activity or vacation;
• Room services, telephone charges and laundry fees;
• Personal expenses;
• Gratuities.
Hotel check in and check out
Hotel check-in time is generally not before 2:00 p.m. and check-out time is prior to 11:00 a.m.
Please be sure that adequate arrangements for accommodation have been taken into consideration when a late-night flight is being used.
Flight monitoring
We will do our best to monitor arrival flights and landing times, however we do require immediate notification from our clients should a flight schedule change. If a flight is delayed, and the driver is waiting at the airport, additional standby fees may be applicable.
Claims & complaints
If you have a complaint about a service, tour, activity or vacation please inform us promptly in order that we can attempt to rectify the matter as soon as possible. If satisfaction is not reached through these means then any further complaint should be put in writing to us within 10 days of the end of the tour.
Applicable law
This Booking & Cancellation Policy is subject to Italian Law and the European Union’s Directives. Any disputes in connection with a service, tour, activity or vacation or this Booking & Cancellation Policy must be initiated in the courts of Italy.
Changes to this policy
From time to time, the terms of this policy may change at Italy Unlocked’s discretion. In the event of such changes, the new policy will apply for all services, tours, activities or vacation packages booked after the date and time of the policy change. For any further questions about our Booking & Cancellation policy, please feel free to e-mail us at [email protected].