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General terms and conditions


They are an integral part of the travel contract, as are the general conditions that follow, the description of the tourist package contained in the catalog or in the separate travel program, as well as the confirmation of the services requested by the traveler.

It is sent by the tour operator to the traveler or to the travel agency, acting as the traveler’s representative, and the traveler shall have the right to receive it from the same.

By signing the proposal for the purchase of the tourist package, the traveler must keep in mind that by doing so, they acknowledge and accept, for themselves and for the individuals for whom they request the all-inclusive service, both the travel contract as regulated therein, the warnings contained therein, and these present general conditions.


The sale of tourist packages, which concern services to be provided both nationally and internationally, is governed by the Tourism Code, specifically Articles 32 to 51-novies as modified by Legislative Decree No. 62 of May 21, 2018, implementing and transposing EU Directive 2015/2302, as well as the provisions of the Civil Code regarding transportation and mandate, to the extent applicable.


The organizer and intermediary of the tourist package, to whom the traveler turns, must be authorized to carry out their respective activities in accordance with the current legislation, including regional or municipal legislation, given their specific competence.
Before the contract is concluded, the Organizer and the intermediary must inform third parties of the details of the liability insurance policy covering risks arising from professional civil liability, as well as the details of other optional or obligatory guarantee policies, to protect travelers against events that could affect the realization or execution of the vacation, such as trip cancellation, coverage of medical expenses, early return, loss or damage of luggage, as well as details of the guarantee against the risks of insolvency or failure of the organizer and intermediary, each within their own area of competence, for the purpose of refunding the amounts paid or returning the traveler to the departure location if the tourist package includes the transportation service.

In accordance with Article 18, paragraph VI, of the Tourism Code, the use of the words “travel agency,” “tourism agency,” “tour operator,” “travel mediator,” or other similar words and phrases, even in foreign languages, is allowed exclusively for the enterprises authorized under the first paragraph.


For the purposes of the tourist package contract, the following terms are defined:
a) professional, any natural or legal person, public or private, who, within the scope of their commercial, industrial, artisanal, or professional activity, in organized tourism contracts, acts, even through another person acting in their name or on their behalf, as an organizer, seller, professional facilitating connected tourism services, or provider of tourism services, as defined by the Tourism Code;

b) organizer, a professional who combines packages and sells or offers them for sale directly or through or together with another professional, or the professional who transmits the traveler’s data to another professional;

c) seller, the professional, other than the organizer, who sells or offers combined packages from an organizer;

d) traveler, anyone who intends to conclude a contract, or enters into a contract, or is authorized to travel based on a concluded contract, within the scope of the organized tourism contract law;

e) establishment, the establishment defined in Article 8, letter e), of Legislative Decree No. 59 of March 26, 2010;

f) durable support, any tool that allows the traveler or professional to store information specifically addressed to them so that they can access it in the future for an adequate period for the purposes for which they are intended, and that allows the exact reproduction of the stored information;

g) unavoidable and extraordinary circumstances, a situation beyond the control of the party invoking such a situation and whose consequences could not have been avoided even if all reasonable measures had been taken;

h) lack of conformity, a non-fulfillment of the tourist services included in a package;

i) point of sale, any place, mobile or fixed, dedicated to retail sale or retail sale website or similar online sales tool, even in cases where retail sale websites or online sales tools are presented to travelers as a single tool, including telephone service;

l) return, the traveler’s return to the departure location or to another location agreed upon by the contracting parties.


The definition of a tourist package is as follows:
– the combination of at least two different types of tourist services, such as: 1. passenger transport; 2. accommodation that is not an integral part of passenger transport and is not intended for residential purposes, or for long-term language courses; 3. rental of cars, other vehicles, or motorcycles that require a category A driver’s license; 4. any other tourist service that is not an integral part of one of the tourist services listed under numbers 1), 2), or 3), and is not a financial or insurance service, for the same trip or vacation, if at least one of the following conditions is met:

A) these services are combined by a single professional, even at the traveler’s request or in accordance with their selection, before a single contract for all services is concluded;

B) these services, even if concluded under separate contracts with individual suppliers, are:

B.1) purchased at a single point of sale and selected before the traveler consents to payment;

B.2) offered, sold, or invoiced at a lump sum or global price;

B.3) advertised or sold under the term “package” or a similar term;

B.4) combined after the conclusion of a contract that allows the traveler to choose between a selection of different types of tourist services, or purchased from different professionals through connected telematic booking processes where the traveler’s name, payment details, and email address are transmitted from the professional with whom the first contract is concluded to one or more professionals, and the contract with the latter or these other professionals is concluded no later than 24 hours after the confirmation of the booking of the first tourist service.


At the time of the conclusion of the tourist package sales contract or, in any case, as soon as possible, the organizer or the seller provides the traveler with a copy or confirmation of the contract in durable support.
The traveler is entitled to a paper copy if the tourist package sales contract has been concluded in the simultaneous physical presence of the parties.

Regarding contracts negotiated outside commercial premises, as defined in Article 45, paragraph 1, letter h), of Legislative Decree No. 206 of September 6, 2005, a copy or confirmation of the tourist package sales contract is provided to the traveler on paper or, if the traveler consents, on another durable support.


Before concluding the tourist package contract or a corresponding offer, the organizer, and in the event that the package is sold through a seller, also the latter, provide the traveler with the relevant standard information form as per Annex A, Part I or Part II of the TcC, as well as the following information:
a) the main characteristics of the tourist services, such as:

the destination or destinations of the trip, the itinerary, and the periods of stay with corresponding dates, and if accommodation is included, the number of nights included;

the means, characteristics, and categories of transport, places, dates, and times of departure and return, the duration and location of intermediate stops and connections; if the exact schedule has not been determined yet, the organizer, and if applicable, the seller, inform the traveler of the approximate departure and return times;

the location, main characteristics, and, if applicable, the tourist category of the accommodation under the regulations of the destination country;

the provided meals;

the visits, excursions, or other services included in the total agreed package price;

the tourist services provided to the traveler as a member of a group and, in such a case, the approximate size of the group;

the language in which the services are provided;

whether the trip or vacation is suitable for persons with reduced mobility and, upon request of the traveler, precise information about the suitability of the trip or vacation taking into account the traveler’s needs;

b) the trade name and geographic address of the organizer, and if applicable, the seller, their telephone contacts, and email addresses;

c) the total price of the package, including taxes and all fees, duties, and other additional costs, including any administrative and management expenses, or if these cannot be reasonably calculated before the conclusion of the contract, an indication of the type of additional costs that the traveler might still have to bear;

d) the payment methods, including any amount or percentage of the price to be paid as a deposit and the schedule for payment of the balance, or the financial guarantees that the traveler is required to pay or provide;

e) the minimum number of persons required for the package and the deadline specified in Article 41, paragraph 5, letter a), before the beginning of the package, for any contract resolution in case of failure to reach the number;

f) general information concerning passport and visa conditions, including approximate times for obtaining visas and health formalities of the destination country;

g) information on the traveler’s option to withdraw from the contract at any time before the start of the package upon payment of appropriate withdrawal fees, or, if applicable, the standard withdrawal fees requested by the organizer under Article 41, paragraph 1 TcC;

h) information on the optional or obligatory subscription of insurance covering the costs of unilateral withdrawal from the contract by the traveler or costs of assistance, including repatriation in the event of injury, illness, or death;

i) the details of the coverage under Article 47, paragraphs 1, 2, and 3 TcC.

l) information about the identity of the operating airline carrier, if not known at the time of booking, in accordance with Article 11 of Regulation (EC) No 2111/05: “If the identity of the actual air carrier or carriers is not yet known at the time of booking, the air transport contractor ensures that the passenger is informed of the name of the carrier or carriers that will operate as the actual air carriers for the flight or flights in question. In this case, the air transport contractor will ensure that the passenger is informed of the identity of the actual air carrier or carriers as soon as their identity is confirmed and their potential operational prohibition in the European Union.”

For package travel contracts referred to in Article 33, paragraph 1, letter d), concluded by telephone, the organizer or professional provides the traveler with the standard information as per Annex A, Part II, of this decree, and the information provided in paragraph 1.


At the time of signing the proposal to purchase the tourist package, the following must be paid:
a) the registration fee or administrative handling fee;

b) a down payment on the price of the tourist package published in the catalog or in the quote of the package provided by the Organizer. The balance must be paid without exception within the term established by the Tour Operator in its catalog or in the booking confirmation of the requested service/tourist package.

For registrations made within the 10 days preceding departure, the full amount must be paid at the time of booking.

During the validity period of the proposal to purchase the package and/or the indicated tourist services, and therefore before the potential booking confirmation that constitutes the finalization of the contract, the effects provided in Article 1385 of the Civil Code do not occur.

The balance must be paid without exception within the term established by the organizer in its catalog or in the booking confirmation;

The failure to pay the amounts above on the established dates, as well as the failure to refund the sums paid by the traveler to the seller to the organizer, will result in the automatic resolution of the contract by right, with a simple written communication, via fax or via email, sent to the seller or to the traveler’s domicile, also electronic if communicated. The balance of the price is considered received when the sums are received directly by the organizer from the traveler or through the seller.


The price of the travel package is determined in the contract, with reference to what is indicated in the catalog or out-of-catalog program, and any subsequent updates to the same catalogs or out-of-catalog programs, or on the Operator’s website.

It may be changed, increased or decreased, only as a result of variations in:

Transportation costs, including fuel costs;
Fees and taxes related to air transport, landing, disembarkation, or embarkation rights at ports and airports;
Exchange rates applied to the package in question.
An increase in price is possible only after communication on a durable medium by the organizer to the traveler, along with justification for such increase and calculation methods, at least 20 days before the start of the package. If the price increase exceeds 8% of the total package price, the next point 9.2 applies.

In the case of a decrease in price, the organizer has the right to deduct actual administrative and handling expenses from the refund due to the traveler, for which proof must be provided upon the traveler’s request.

The price is composed of: a) registration fee or handling fee; b) participation fee: expressed in the catalog or in the package quotation provided by the seller to the traveler; c) cost of any insurance policies against cancellation, withdrawal, and/or medical expenses or other requested services; d) cost of any visas and entry and exit fees for the countries visited; e) airport and/or port charges and taxes.


The Tour Operator reserves the right to unilaterally modify the contract conditions, other than the price, if the modification is of minor importance. The communication is made clearly and precisely through a durable medium, such as email;
If before departure the organizer needs to significantly modify one or more main characteristics of the tourist services as per article 34 paragraph 1 letter a), or cannot meet the specific requests made by the traveler and already accepted by the Organizer, or proposes to increase the price of the package by more than 8%, the traveler can accept the proposed modification or withdraw from the contract without incurring withdrawal costs;

If the traveler does not accept the proposed modification as per paragraph 2, by exercising the right of withdrawal, the organizer may offer the traveler a substitute package of equivalent or higher quality;

The organizer informs the traveler via email, without undue delay, clearly and precisely about the proposed modifications as per paragraph 2 and their impact on the price of the package as per paragraph 6;

The traveler communicates their choice to the organizer or intermediary within two working days from the moment they receive the notice indicated in paragraph 1. In the absence of communication within the aforementioned period, the proposal made by the organizer is deemed accepted;

If the contract for the sale of a tourist package is withdrawn as per paragraph 2, and if the traveler does not accept a substitute package, the organizer reimburses without undue delay and in any case within the month following the departure date, and is entitled to compensation for non-performance of the contract, except in the cases indicated below:

a) No compensation is provided for the cancellation of the tourist package when the cancellation is due to the failure to reach the minimum number of participants if required;

b) No compensation is provided for the cancellation of the tourist package when the organizer demonstrates that the lack of conformity is due to force majeure and fortuitous events;

c) Likewise, no compensation is provided for the cancellation of the tourist package when the organizer demonstrates that the lack of conformity is attributable to the traveler or a third party unrelated to the provision of tourist services included in the contract for the tourist package, and is unforeseeable or inevitable.


The traveler can withdraw from the contract at any time before the start of the package upon payment of adequate withdrawal costs, or standard withdrawal costs (cancellation penalties) as indicated below. If a participant registered for the trip withdraws from the contract for reasons other than those provided for by law in the previous points, they are entitled to a refund of the participation fee net of the penalties indicated (*), in addition to the costs and expenses for the cancellation of services:
No penalty up to 30 working days before departure;

Penalty of 25% of the participation fee from 29 to 21 working days before departure;

Penalty of 50% of the participation fee from 20 to 11 working days before departure;

Penalty of 75% of the participation fee from 10 to 4 working days before departure;

Penalty of 100% from 3 to 0 working days before departure

(*) Exceptions apply:

a) Trips that include air travel in the fee. In these cases, a fixed sum equal to 40% of the fee will always be retained, regardless of the withdrawal date, in addition to what is always due as a penalty for the (residual) participation fee based on the above;

b) Trips where a flight is booked by Chiesa Viaggi at the explicit request of the customer. In these cases, no refund of the entire flight fee (including taxes and all possible charges provided by the air ticket) is provided. The rules and penalties mentioned above will apply to the remaining part of the participation fee.

No refund will be granted to those who do not show up at departure or withdraw during the course of the trip. Likewise, no refund will be provided to those who are unable to make the trip due to lack or inaccuracy of the required personal travel documents. The cancellation of the trip by a participant with accommodation in a double room entails the payment of the single supplement. provided by the organizer, which depend on the chosen destination and the moment when the traveler withdraws compared to the departure date. In the absence of specific information on standard withdrawal costs, the amount of withdrawal costs corresponds to the price of the package reduced by cost savings and income derived from the reallocation of tourist services.

The traveler can take out insurance policies to cover the aforementioned unilateral withdrawal costs by the traveler or the costs of assistance, including repatriation, in case of accident, illness, or death. Based on the chosen package, the organizer informs the traveler about the optional or mandatory subscription of such insurances.

Withdrawal costs are not due for the cases provided for in the previous Article 9 point 2.

In the event of unavoidable and extraordinary circumstances occurring in the destination or its immediate vicinity and substantially affecting the execution of the package or the transport of passengers to the destination, the traveler has the right to withdraw from the contract before the start of the package, without incurring withdrawal costs, and to a full refund of payments made for the package, but is not entitled to additional compensation.

In the case of contracts negotiated outside commercial premises (as defined by Article 45 para. 1 letter h) Consumer Code), the traveler has the right to withdraw from the contract for the sale of a tourist package within a period of five days from the date of conclusion of the contract or from the date on which they receive the contractual conditions and preliminary information, if later, without penalties and without providing any reasons.

In the case of offers with significantly reduced rates compared to current offers, the right of withdrawal is excluded. In the latter case, the organizer documents the price change adequately, highlighting the exclusion of the right of withdrawal.


Pursuant to Article 42 of the Tourism Code, the organizer is responsible for the execution of the tourist services provided by the package travel contract, regardless of whether these tourist services are to be provided by the organizer themselves, their assistants, or employees when acting in the exercise of their functions, by third parties whose services are used, or by other suppliers of tourist services under Article 1228 of the Civil Code.

The traveler, in compliance with the duties of correctness and good faith under Articles 1175 and 1375 of the Civil Code, informs the organizer, directly or through the seller, promptly and taking into account the circumstances of the case, of any non-conformities identified during the execution of a tourist service provided by the package travel contract.

If one of the tourist services is not performed according to what was agreed in the package travel contract, the organizer remedies the non-conformity, unless this is impossible or excessively costly, considering the extent of the non-conformity and the value of the affected tourist services. If the organizer does not remedy the non-conformity, the traveler is entitled to a price reduction as well as compensation for the damage suffered as a result of the non-conformity, unless the organizer proves that the non-conformity is attributable to the traveler or a third party unrelated to the provision of the tourist services, or is inevitable, unforeseeable, or due to extraordinary and unavoidable circumstances.

Subject to the exceptions above, if the organizer does not remedy the non-conformity within a reasonable period set by the traveler through the claim made under paragraph 2, the traveler may remedy the non-conformity personally and request reimbursement of the necessary, reasonable, and documented expenses. If the organizer refuses to remedy the non-conformity or if immediate action is required, the traveler does not need to specify a deadline.

If a non-conformity constitutes a material breach and the organizer does not remedy it with the timely claim made by the traveler, considering the duration and characteristics of the package, the traveler may terminate the contract with immediate effect or, if necessary, request a price reduction, without prejudice to any compensation for damages.

The Organizer, if after departure they find themselves unable to provide an essential part of the services foreseen in the contract for any reason other than the traveler’s own actions, must provide appropriate alternative solutions for the continuation of the planned trip at no extra cost to the traveler, or reimburse the traveler within the limits of the difference between the originally planned and the provided services.

The traveler can reject the proposed alternative solutions only if they are not comparable to what was agreed in the contract or if the granted price reduction is inadequate. If no alternative solution is possible or if the solution prepared by the organizer is rejected by the traveler because it is not comparable to what was agreed in the contract or because the granted price reduction is inadequate, the organizer will provide, without additional cost, an equivalent means of transport to the original one planned for the return to the departure place or to the different place eventually agreed upon, depending on the availability of means and places, and will reimburse them to the extent of the difference between the cost of the planned and performed services until the moment of early return.


The traveler, with prior notice given to the organizer in durable form no later than seven days before the start of the package, may assign the package travel sales contract to a person who meets all the conditions for using the service.

The assignor and the assignee of the package travel sales contract are jointly responsible for the payment of the balance of the price and any other charges, taxes, and additional costs, including any administrative and handling fees, resulting from such assignment.

The organizer informs the assignor of the actual costs of the assignment, which do not exceed the expenses actually incurred by the organizer as a result of the assignment of the package travel sales contract, and provides the assignor with evidence of the rights, taxes, or additional costs resulting from the assignment of the contract.


Travelers must also adhere to the rules of normal prudence and diligence, as well as those specific regulations in force in the countries of destination, all the information provided to them by the organizer, as well as regulations and administrative or legislative provisions relating to the travel package. Travelers will be held responsible for all damages suffered by the organizer and/or intermediary also due to the failure to comply with the aforementioned obligations, including the necessary expenses for their repatriation.

The traveler must provide the organizer with all documents, information, and elements in their possession useful for the exercise of the latter’s right of subrogation against third parties responsible for the damage and is responsible to the organizer for the prejudice caused to the right of subrogation.

The traveler will also communicate in writing to the organizer, at the time of the offer to purchase the travel package and therefore before sending the confirmation of booking of the services by the organizer, the specific personal requests that may be the subject of specific agreements on the travel arrangements, provided that their implementation is possible and in any case subject to specific agreement between the traveler and the Organizer (cf. Article 6, paragraph 1, letter h).

The traveler is, in any case, required to promptly communicate to the organizer, also through the seller, any defects of conformity found during the execution of the package.


The official classification of hotel facilities is provided in the catalog or in other informative material only based on the express and formal indications of the competent authorities of the country where the service is provided.

In the absence of official classifications recognized by the competent Public Authorities of the EU member countries to which the service refers, or in cases of facilities marketed as a “Tourist Village,” the organizer reserves the right to provide in the catalog or in the brochure its own description of the accommodation facility, allowing an evaluation and consequent acceptance of the same by the traveler.


Compensations referred to in Articles 43 and 46 of the Tourism Code and related prescription terms are governed by what is provided therein and in any case within the limits established by the International Conventions that govern the services that are the subject of the travel package, as well as by Articles 1783 and 1784 of the Civil Code, except for damages to the person not subject to a predetermined limit.

The right to a reduction in price or compensation for changes to the travel package sales contract or the substitute package shall prescribe within two years from the date of the traveler’s return to the place of departure.

The right to compensation for personal injury shall prescribe within three years from the date of the traveler’s return to the place of departure or within the longer period provided for the compensation for personal injury by the provisions governing the services included in the package.


The traveler can send messages, requests, or complaints regarding the execution of the package directly to the seller through which they purchased it, who, in turn, forwards them promptly to the organizer.

For the purpose of respecting the terms or periods of prescription, the date on which the seller receives messages, requests, or complaints as mentioned above is considered the date of receipt also for the organizer.


The organizer provides adequate assistance without delay to the traveler in difficulty, even in the circumstances referred to in Article 42, paragraph 7, in particular by providing appropriate information regarding health services, local authorities, and consular assistance and assisting the traveler in making remote communications and helping them find alternative tourist services.

The organizer may demand the payment of a reasonable cost for such assistance if the problem is intentionally caused by the traveler or due to their fault, within the limits of the expenses actually incurred.


If not expressly included in the price, it is possible and advisable to take out special insurance policies against the expenses resulting from the cancellation of the package, accidents, and/or illnesses that also cover repatriation expenses and for the loss and/or damage to luggage at the time of booking at the offices of the organizer or seller. The rights arising from insurance contracts must be exercised by the traveler directly against the Insurance Companies contracting parties, under the conditions and in the manner provided for in the same policies, as set out in the policy conditions published in the catalogs or displayed in the brochures made available to Travelers at the time of departure.


Pursuant to and for the purposes of Article 67 of the Tourism Code, the organizer may propose to the traveler – in the catalog, in the documentation, on its website, or in other forms – alternative methods of dispute resolution that have arisen.

In this case, the organizer will indicate the type of alternative resolution proposed and the effects that such adherence entails.


The organizer and the seller established in the national territory are covered by an insurance contract for civil liability in favor of the traveler for the compensation of damages resulting from the violation of their respective obligations assumed with their respective contracts.

Contracts for the organization of a travel package are covered by insurance policies or bank guarantees or issued by the Funds referred to in paragraph 3 of Article 47 of the CdT, which, for trips abroad and trips that take place within a single country, including trips in Italy, in cases of insolvency or bankruptcy of the organizer or seller, guarantee, promptly upon request of the traveler, the refund of the price paid for the purchase of the package and the immediate return of the traveler in the event that the package includes the traveler’s transport, as well as, if necessary, the payment of board and lodging before the return. The guarantee is effective, appropriate to the volume of business, and covers reasonably foreseeable costs, the amounts of payments made by or on behalf of travelers in relation to packages, taking into account the duration of the period between the down payments and the final balance and the completion of packages, as well as the estimated cost for repatriation in the event of insolvency or bankruptcy of the organizer or seller.

Travelers benefit from protection in the event of insolvency or bankruptcy of the organizer or seller regardless of their place of residence, departure, or sale of the package and regardless of the member state in which the entity responsible for providing protection in the event of insolvency or bankruptcy is established.

In cases provided for in paragraph 2, in addition to the refund of the price or immediate return, the traveler may be offered the continuation of the package in accordance with the methods referred to in Articles 40 and 42 of the CdT.


Considering the significant lead time with which catalogs containing information about service usage methods are published, it is noted that the flight schedules and routes indicated in the acceptance of the service purchase proposal could undergo changes as they are subject to subsequent validation. For this purpose, the traveler must request confirmation of the services from their Agency before departure. The Organizer will inform passengers about the identity of the actual carrier(s) within the times and methods provided by Article 11 of Regulation (EC) 2111/2005 (referred to in Article 5).



Contracts related to the offer of only transportation services, only accommodation services, or any other separate tourist service, not being characterized as a travel arrangement or a tourist package, do not enjoy the protections provided to travelers by European Directive 2015/2302.

The seller who commits to providing third parties with an individual tourist service, including through electronic means, is required to provide the traveler with documents related to this service, which show the amount paid for the service, and cannot in any way be considered an organizer of travel.