TERMS AND CONDITIONS OF SALE

MUSEUMSFLORENCE.COM

MUSEUMSFLORENCE.COM is a brand owned by Italy Travels srl, an authorized tour operator based in Via Livorno 54/2, 50142 Florence.

By sending the booking request by email, you declare that you have read and accepted the terms and conditions set out below.

 

COMMUNICATION TO CUSTOMER

 

In this regard, the customer accepts that all communications be sent in writing to the email address provided at the time of the booking request. It will be the customer's responsibility to check for new communication to their email inbox and notify Italy Travels if it is not working and to provide a new working email address.

 

BOOKING CONDITIONS

 

• Bookings are subject to confirmation of availability by Italy Travels.

• Guided tours do not have a minimum number of participants unless otherwise specified in the online catalog.

• Cancellation requests must be communicated in writing to Italy Travels. The cancellation policy is specified on the page of each service offered. If not specified, the following conditions apply:

 

CANCELLATION POLICIES

 

CANCELLATION POLICIES - TICKETS AND ENTRIES TO EXHIBITIONS AND MUSEUMS

 

From the date of booking until 72 hours before the day of the tour, the cancellation fee is €8.00 per ticket. From 72 hours before the tour time and for no-shows (unused tickets), the cancellation fee is 100% of the amount paid, i.e. there is no right to a refund.

 

CANCELLATION POLICY – PRIVATE GUIDED TOURS

 

From the date of booking until 4 days before the day of the tour, the cancellation fee is 30% of the total tour price.

For cancellations communicated to Italy Travels 3 or fewer working days before the tour day, the cancellation fee is the entire amount of the tour (100% of the total price), i.e. there is no right to a refund.

This cancellation policy will be applied proportionately to partial cancellations based on the number of tour participants.

 

CANCELLATION POLICY – GUIDED GROUP TOURS

 

From the date of booking until 9 days before the day of the tour, the cancellation fee is 20% of the total tour price.

If the cancellation is communicated between 8 and 4 days before the day of the tour, the cancellation fee is 40% of the total tour price.

For cancellations communicated to Italy Travels 3 or fewer working days before the tour day, the cancellation fee is the entire amount of the tour (100% of the total price), i.e. there is no right to a refund.

 

• There is no refund for customers who do not use/participate in the booked service/tour without prior notice, in accordance with the aforementioned cancellation policy; likewise, there is no refund for customers who use/participate in only part of the booked service/tour, without prior notice, in accordance with the aforementioned cancellation policy.
• If for any reason, Italy Travels cancels the booked service/tour, the customer can request a refund only of the amount paid.
• During the busiest periods, the booking notwithstanding, entry to the museums may be subject to delays, for which Italy Travels is not responsible.
• In the event that, due to operational difficulties or causes of force majeure (travel conditions, strikes, changes in opening hours, museum closures, delays, or other problems), Italy Travels must change the service program/booked tour, alternative itineraries and/or visits to other museums will be offered without changes to the established price, and the customer will be informed before the departure of the service/tour.
• Unless otherwise specified, the services/tours are free for children under 6 years of age; for children from 6 to 12 years and for those members of special categories, there may be reductions that vary according to the service/tour chosen. In order to take advantage of the reduction, upon request, a document must be shown certifying the age of the children. If the customer is not able to prove with official documents membership in the discounted category, the full non-discounted rate must be paid.
• In the event of unforeseen increases in individual prices of over 10%, as a result of new taxes, fees, or changes in the prices of entrance tickets for individual museums arranged by the museum superintendency, the prices will be changed, and customers will be informed in writing. In the event that the customers have already made the payment, the difference will be requested. In case of non-payment of the difference, the requested service will be canceled with a refund of the sums paid to that point.
• The services/tours offered are covered by civil liability insurance for the risks, compensation limits, and guarantees as established by art.3 LR 23 March 2000 n. 42; Law 27 December 1977 n. 1084; Directive 90/314/C.E.E. of 13 June 1990, stipulated between Italy Travels SRL FILO DIRETTO PROTECTION insurance policy for insolvency/bankruptcy - NOBIS Compagnia Assicurativa - no. 6006001245/X.
• Italy Travels assumes no responsibility for damage caused by third parties or for causes beyond its control and cannot be held responsible for the loss of valuables, luggage, or other goods during the course of the booked service/tour.
• Any complaint by the customer must be communicated in writing to the staff of Italy Travels no later than 7 working days from the date of the service booked.
• Any disputes will be settled by the Court of Florence.
• The program and prices are to be considered valid in the period specified on the website and/or on the catalogs sent by Italy Travels.

 

CUSTOMIZED SERVICES AND PRIVATE TOURS

 

1. BOOKINGS

 

Bookings may be made only after the customer accepts the general terms and conditions listed here. These conditions are made available to the customer in the offer and must be specifically approved before sending the request.
The terms and conditions are considered accepted when Italy Travels sends the customer the voucher by email.
The contract is considered stipulated when Italy Travels confirms the booking, issues, and sends by e-mail the voucher or travel contract.
In this regard, the customer accepts that all communications be sent in writing to the email address provided at the time of the booking request. It will be the customer's responsibility to ensure receipt of the booking voucher via email and any additional communication that is necessary in order to use the booked service. It will be the customer's responsibility to check for new communication to their email inbox and notify Italy Travels if it is not working and provide a new working email address.
Any specifics relating to the booking are included in the details of the offer (sent before payment), or by other communication means, as required by current law.

 

2. PAYMENT

 

Payments may be made as follows:

 

• Credit card on Nexi banking platform
• PayPal
• Ordinary Bank Transfer
• Instant Bank Transfer

 

In case of payment by ordinary bank transfer, a copy of the payment must be sent by email within the working day following the date of the booking request (order placement date), unless otherwise specified.

Ordinary bank transfers are accepted as a means of payment if made at least 5 working days in advance of the booking date. For bookings closer to the date (less than 5 working days), the accepted means of payment are credit card, instant transfer, or PayPal.

It is established that, in cases where cancellation penalties are applied in accordance with the provisions of art. 5 of these conditions, Italy Travels is legally authorized by the customer to withhold the amount for the penalty due.

Orders paid by ordinary bank transfer will be processed only upon receipt of payment in Italy Travels' bank account.

For some services with limited availability or for particularly high demand times of year (long weekends, holidays, weekends), if payment is made by ordinary bank transfer, if the availability of the booked service is no longer available upon actual receipt of payment, the order will be canceled and the payment refunded unless the customer requests a change to a date on which the service is available. In this case, no liability for the non-fulfillment of the order can be attributed to Italy Travels.

If the service is paid in several instalments, the non-payment of the sums on the due dates established by the conditions of payment given at the time of booking and payment of the first instalment, constitutes an express termination clause, which cancels the contract, except for the compensation of any damages sustained by Italy Travels. In this case, Italy Travels is authorized to withhold the cancellation fees set by the cancellation policy of the booked service.

 

3. PRICE

 

The price is subject to variation and can be changed up to 7 calendar days before the date of the tour, only in cases that one of the following costs has been increased: transport costs, including the cost of fuel; taxes and duties on certain types of tourist services; changes in the prices of entrance tickets to individual museums, including as a result of temporary exhibitions happening on the date of the tour and communicated by the museum superintendence after the date of booking by the customer. These changes may pertain to the exchange rates and costs mentioned above, as well as to the prices quoted at the time of the booking request.
In the event that the customers have already made the payment, the difference will be requested. In case of non-payment of the difference, the requested service will be canceled with a refund of the sums paid to that point.

 

4. CUSTOMER WITHDRAWAL WITHOUT PENALTY

 

The customer may withdraw from the contract without paying a penalty in the following cases:

 

• Price increase of over 10 percent, due to reasons referred to in the aforementioned art. 3;
• Significant modification of one or more elements of the contract, which can objectively be defined as fundamental for the use of the tourist service as a whole, communicated by Italy Travels after the conclusion of the contract, but before the date of the tour, and subsequently not accepted by the customer.

 

In the above cases, the customer can choose between the right to:

 

• Request a refund of the amount paid, or
• Accept the changes communicated

 

The customer must communicate his or her decision (acceptance of changes or withdrawal) no later than two working days after receiving the communication from Italy Travels. In case of lack of explicit official announcement of withdrawal within the aforementioned deadline, the proposal formulated by Italy Travels is considered accepted.

 

5. CANCELLATION POLICY

 

Except in cases where the conditions relating to the single service requested are otherwise specified, in the event that the customer withdraws from the contract before the date of the tour, for reasons other than those mentioned in art. 4, Italy Travels will apply the following cancellation policy:

 

CANCELLATION POLICY – PRIVATE GUIDED TOURS

 

From the date of booking until 4 days before the day of the tour, the cancellation fee is 30% of the total tour price.

For cancellations communicated to Italy Travels 3 or fewer working days before the tour day, the cancellation fee is the entire amount of the tour (100% of the total price), i.e. there is no right to a refund.

This cancellation policy will be applied proportionately to partial cancellations based on the number of tour participants.

 

CANCELLATION POLICY – GUIDED GROUP TOURS

 

From the date of booking until 9 days before the day of the tour, the cancellation fee is 20% of the total tour price.

If the cancellation is communicated between 8 and 4 days before the day of the tour, the cancellation fee is 40% of the total tour price.

For cancellations communicated to Italy Travels 3 or fewer working days before the tour day, the cancellation fee is the entire amount of the tour (100% of the total price), i.e. there is no right to a refund.

The same amounts will also be due by those who cannot take part in the tour due to missing or irregular personal documents. No reimbursement is provided for travelers who decide to interrupt the tour or the service once started. All cancellation requests must be communicated in writing to Italy Travels.

 

6. MODIFICATION OR CANCELLATION OF THE TOUR BY ITALY TRAVELS

 

In the event that Italy Travels srl gives written notice of its inability to provide one or more services, the customer will have the right to:

 

• choose another service of equivalent value at no additional cost;
• choose a lower value service with refund of the price difference;
• choose to withdraw and receive a refund of the amount already paid if the cancellation depends on circumstances not attributable to the customer.

 

7. CHANGES TO THE TOUR DATE

 

In the event that on the day of the tour, Italy Travels cannot provide, for any reason (except in cases attributable to the customer), an essential part of the services booked, alternative solutions will be provided to the customer at no additional cost. If the value of the services provided is less than the value of the estimated ones, the difference will be refunded. In the event that no alternative solution is possible, or in the event that the solution arranged by Italy Travels is rejected by the customer for justified reasons, the customer will be reimbursed in accordance with the difference between the cost of the services planned and the cost of services actually provided.

 

8. TRANSFER OF BOOKINGS

 

The customer may be replaced by a different person by giving written notice to Italy Travels. The customer giving up their place may be replaced by another person provided that:

 

1. Italy Travels is informed in writing at least 4 working days before the date set for the tour, while also receiving communication of the replacement's information and contacts;
2. the replacement meets all conditions for the use of the service (ex Article 10 of Legislative Decree 111/95), the requirements for passport, certificates and/or health visas, accommodation, and transport services;
3. any documented costs incurred by Italy Travels to make the substitution, will be charged to the replacement.

 

The ceding customer shall be jointly liable for payment of the balance of the service, as well as for the charges set forth in section (c) of this article.
With regard to certain types of services, it may happen that a third-party service provider does not accept the change for justifiable reasons, even if it has been made within the time limit referred to in letter a) of this article, in this case, Italy Travels will not be responsible for any non-acceptance of the change by such providers.
This non-acceptance will be promptly communicated by Italy Travels to the parties prior to the date of the tour.

 

9. CUSTOMER OBLIGATIONS

 

The customer must follow with care and diligence the ordinary rules and specific regulations in force in the countries of destination, all the information and instructions provided by Italy Travels, as well as the administrative rules and regulations and/or legislation relating to tourist services. The customer will be liable for all damages sustained by Italy Travels due to his or her failure to follow the above obligations. The customer is required to provide Italy Travels with all documents, information and elements in his or her possession useful for the exercise of the right of subrogation, pursuant to art. 48 of the Tourism Code, of the latter towards third parties liable for the damage and is liable to Italy Travels for the damage caused to its right of subrogation. The customer must also communicate in writing to Italy Travels, at the time of booking, the specific personal requests that may be the subject of specific agreements on how to perform the tour, if accepted by Italy Travels. The customer is always required to inform the organizer of any special needs or conditions that may affect the use of the service (pregnancy, food intolerances, disabilities, etc. ...) and to explicitly specify the request for their personalized services.

 

10. LIABILITY

 

Italy Travels is liable for damages caused to the customer due to total or partial failure to provide the services described in the contract, whether implemented by itself or by third party suppliers, unless it proves that the event is the responsibility of the customer (including initiatives taken by the customer independently during the provision of tourist services), or on events not related to the provision of services described in the contract, due to accidents, force majeure, or circumstances that Italy Travels could not reasonably foresee or resolve based on the principle of professional diligence. The intermediary through whom the reservation was made is not liable in any case for the obligations arising from the organization of the tour but is responsible only for the obligations arising from its quality of intermediary and in any case within the limits of such liability provided by the laws or conventions mentioned above. Italy Travels is also responsible for the protection of the privacy of the data communicated by the customers, only from the moment the data are stored in its database and not during their transmission.

 

11. COMPENSATION LIMITS

 

In no case may the compensation paid by Italy Travels be higher than the compensatory indemnities laid out in the international conventions, with reference to the services whose non-fulfillment is the cause of liability, i.e. the Warsaw Convention of 1929 on the international air transport, the text modified in the Hague in 1955; the Bern Convention (CIV) on the railway transport; the Brussels Convention of 1970 (CCV).
In any event, the limit of indemnity may not exceed the amount of 2,000 Germinal gold francs for damage to property, set out in Article 13, no. 2 CCV and 5,000 Germinal gold francs for any other damage, as well as those set out in Article 1783 of the Civil Code. If these conventions are changed, the indemnity limit will be applied according to the law in effect at the time of the adverse event.

 

12. DUTY OF ASSISTANCE

 

Italy Travels is obliged to provide customer service on the basis of a principle of professional diligence, exclusively with reference to its obligations or by contract or legal regulation.
Italy Travels is freed from liability (art. 10 and 11) in the case in which there is a missed or incorrect execution of the service attributable to the customer, unforeseeable and unavoidable third party events, or due to force majeure causes.

 

13. COMPLAINTS AND CLAIMS

 

Any failure to perform the service must be communicated by the customer immediately, in order to give Italy Travels or its representative on site the opportunity to find a remedy immediately. The customer may make a complaint by sending a registered letter, with return receipt, to Italy Travels, within 10 working days from the date of service. If the problem occurred during the execution of tourist services, Italy Travels is obliged to assist the customer pursuant to art.12, in order to find a quick solution. Similarly, even if recourse is provided at the end of the service, Italy Travels must provide and guarantee in any case a prompt response to the customer's request.

 

14. COMPETENT COURT/ARBITRATION CLAUSE

 

Any dispute regarding this contract will be dealt with exclusively by the Court of Florence. By common agreement, however, disputes arising from the application, interpretation, or execution of the contract may be referred to the decision of an arbitration board, composed of the two concerned parties and a chairman named by the arbitrators already appointed, or, otherwise, by the President of the Court of Florence. The board of arbitration whose seat is in the place of the registered or administrative office of Italy Travels will decide duly and according to law, after all attempts at conciliation.

 

ADDENDUM TO GENERAL CONDITIONS OF CONTRACT FOR THE SALE OF SINGLE TOURIST SERVICES

 

1. REGULATORY PROVISIONS: Contracts relating to the offer of a single service for transport, accommodation, or any other separate tourist service, may not be deemed an instance of travel organization or tourist package, are governed by the following provisions of the CCV: art. 1, no. 3 and no. 6; art. 17 to 23; art. 24 to 31, as regards provisions other than those relating to the organization contract.
2. CONTRACT CONDITIONS: The following clauses of the general contract conditions for the sale of travel packages listed above are also applicable to these contracts: art. 3, section 1; art. 4; art. 7; art. 9, section 1; art. 15; art. 17. The application of these clauses in no way determines the configuration of the contracts as in the case of trips, organized stays, or travel packages. The terminology of the quoted clauses concerning the tourist package (planner, trip, etc.) should be understood regarding the sale contract's corresponding figures for the single travel services (seller, accommodation, etc.)
3. CUSTOMER WITHDRAWAL: The customer who withdraws from the contract for any reason, as long as it is not attributable to the seller, will be charged the amounts provided for by art. 7. Technical organization: Italy Travels srl, Via Livorno 54/2 – Firenze (FI) . The contract is subject, any contrary clause notwithstanding, to the provisions of the Convention referred to in Article 3 of the Tuscan Regional Law 16/94 (CCV) and of Directive 90/314/EEC concerning travel, holidays, and all-inclusive packages.