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Terms and conditions
Entroterra Viaggi & Turismo, di Entroterra s.n.c.
Tour Operator and Travel Agency
via Ser Ridolfo 10A, San Miniato (Pisa)
Authorization of the Province of Pisa dated 4th September 2008, prot. nr 1955/1.1
Insurance coverage n. 2260/65/51642894 with UFG Unipol Assicurazioni
according to the Italian Legislative Decree 111 dated 17th March 1995.
1. Legislative Sources
Travel contracts are governed by the Italian Legislative Decree nr. 206 dated 2005 (Codice del consumo, articles 82-100), by the EEC Directive 90/314/CEE as well as by the law nr. 1084 of 27th December 1977, ratification of the international Convention of Bruxelles (CCV) of 1970.
These are the rules to refer to for anything not mentioned in this section, drawn up by Entroterra Tour Operator (from now on called simply T.O.)
2. Booking and travel contracts
To confirm a booking the traveler should sign a booking form/travel contract which the T.O. will provide him with, containing the reserved services as well as all instructions about the required deposit and deadline for payments. The traveler should carefully check them - eventually inform the T.O. if something is not correct – and send it back to Entroterra, per email to booking@entroterraturismo.com, or per post to the tour operator’s office at the address mentioned at the beginning of this section.
To confirm the booking the payment of a deposit is required: the deposit should be equal to 25% of the total amount for a holiday package and to 30% for accommodation/services/daily/excursions – except for daily Vespa rides, for which a deposit of 50% is required. Bookings are understood as finalized when the T.O. receives the advanced payment related to the items the traveler has booked.
When making a booking, the traveler confirms that he fully understands and has accepted without reserve or exception on behalf of himself and all members of his party the Terms and Conditions.
2.1. Booking of Vespa tour, vintage car tour or general rental of vehicles
For the above mentioned booking the driver must be of age and have valid driver’s license B for car rental, license A or B for Vespa125cc.
At the moment of pick up/delivery of the vehicle a credit card as guarantee will be required. In some cases, about which the T.O. will inform the traveler during the negotiation, credit card details are needed in advance to confirm the rental of a vehicle.
Vehicles are covered by civil liability insurance, but not for damage to the vehicles itself; the traveler is responsible for ensuring that the vehicle is left in the same conditions as at pick up. In case of damage the owner must be refunded. The T.O. is not involved in this matter at any extent.
3. Payment
In order to finalize the booking a deposit is due and it should be equal to:
- 25% of the total amount for holiday packages;
- 30% by booking of services/ excursions or activities/accommodation;
- 50% to book a one-day Vespa tour.
The balance is to be paid within 20 days before arrival, unless otherwise specified. Bookings made within 20 days before arrival are deemed as late bookings. Full payment will be due immediately and once this has been received by the T.O., all booking conditions will apply.
If the balance is not received in full and by the due date, the T.O. reserves the right to treat the booking as cancelled by the traveler, in which case the cancellation charges as shown in Clause 6 will be payable.
Entroterra T.O. doesn’t apply any administrative fee; should the traveler like to take an insurance cover, premium and conditions will be added at the time of booking.
4. Changes and cancellation by the T.O.
Before a booking is confirmed by the contract, the T.O. reserves the right to increase or reduce the tour prices and to change any of the information contained in the itinerary description.
Sometimes changes have to be made after the booking has been confirmed and the deposit paid. The traveler or his travel agent has the right to cancel the reservation without any penalty for significant changes, such as:
- the final price of the itinerary he has chosen is 10% higher than the one he was informed at the time of making the reservation and paying the deposit;
- skid of the arrival and/or departure date superior to 48 hours;
- modification of the category of the confirmed accommodation to one of a lower standard.
In the case of a significant change the T.O. will provide he traveler with three alternatives:
- alternative travel arrangements of equivalent or of very similar standard, if available;
- alternative travel arrangements of a lower standard together with the refund of the difference in price;
- Recess from the booking with full refund of the paid amount.
The T.O. will advice the traveler as soon as reasonably possible about meaningful modifications. In all cases, the travelers will need to communicate, within 48 hours from reception of the communication of modification, if he wishes to either practice the right of recess or accept the modification. In absence of communication by the traveler, the modification will be understood as approved.
The T.O. is not responsible if the confirmed accommodation cannot be supplied because the accommodation ceases to operate, or because of overbooking caused by the property’s management, because of damages/need of repairs/maintenance in he chosen premise; the T.O. commits itself to offer the traveler substitute arrangements and if the cost is less than the traveler original booking, the traveler will receive a refund of the difference from the T.O. If however the alternative offer costs more than the previous one and the traveler accepts that offer, then the T.O. will ask for the difference in price.
The T.O. may be forced to cancel the traveler's booking as a result of "force majeure", that is any occurrence beyond the T.O.'s control and which could not have been avoided with all due care. Such events may include war or threat of war, riots, civil strife, terrorist activity, natural or nuclear disaster, government action, adverse weather conditions and all similar events out of control. In this situation there is no possibility of a refund.
5. Changes and cancellation by the traveler
If the traveler wants to change any part of the tour arrangements after the boking confirmation, the T.O. will do its best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking. If it is possible to make the change, a €20 administration charge will be applied to the final invoice. Furthermore, the traveler will be subject to any further cost incurred as a result of the change.
Unless the required change is minimal, please note that it will not be possible to make any change within 20 days of the scheduled departure date.
The traveler that is in the impossibility to undertake the confirmed booking has the right to assign his own booking to a person that accepts all the conditions of the booked accommodation, tour or service while all the arrangements remain exactly the same as in the original booking. In this occurrence, the traveler must inform the T.O. with at least 7 days of notice as regards to the foreseen arrival date.
The T.O. will not be responsible for any missed acceptance of the new nominative by any third parties supplying the service(s) or the accommodation. The surrendering traveler and the new traveler are both responsible for the payment of the balance of the total amount.
If the traveler wishes to transfer the traveler booking to another product thereby changing the arrangements completely, this will be treated as a cancellation with loss of cancellation fees as set out in Clause 6. It will be necessary to re-book another product. In case of partial changes in the booking, the new request will be studied by staff of the T.O. and the traveler will not lose all cancellation fees.
6. Cancellation policy
If the traveler cancels for whatever reason the booking, he must immediately advise the T.O. in writing, per e-mail or post.
The traveler will be liable to pay the cancellation fees set out in the table below.
Cancellation periods are calculated on the date of the traveler cancellation being received by the T.O. per email to booking@entroterraturismo.com or per post at the address mentioned at the beginning of this section, according to the following scale of charges:
PERIOD |
Cancellation Fee |
From reservation to 50 days before check-in |
10% |
49 - 30 days before check-in |
Booking deposit (25%/30%/50%) |
29 - 6 days before check-in |
60% |
7 – 2 days before check-in |
90% |
1 day or no-show |
100% |
The applicable cancellation fees must be paid even if the traveler has not at the time paid the full cost of the booked items.
The applicable cancellation charges must be paid even if the traveler decides to change the reservation to another property for whatever reason and without explicit permission of the T.O.
Should the traveler decide to curtail the booked holiday arrangements or services, for whatever reason, no refund will be payable for any unused nights of accommodation or services.
7. Travel information and documents
The dispatch of detailed information of the booking – such as hotel name or address for services and activities - to the traveler are conditioned to the reception of the advanced payment by the T.O.; once the balance is paid the traveler will receive voucher and information package, although some of these may be handed to the traveler at his arrival where the tour starts – that is the case of the road book for Vespa tours.
It will be care of the traveler to provide for the regulation of all the valid documents for the expatriation. The T.O. declines each penal and moral responsibility for lack of valid documents for the expatriation and inaccuracies of the same.
8. Complaints
Should the traveler be dissatisfied with any aspect of the chosen accommodation/ service / package, the traveler must immediately report the cause to the owner /supplier of the accommodation or to the provider of service(s). The traveler must also inform the T.O. who will endevour to put things right.
In the unlikely event that the traveler is still not satisfied upon return from the holiday, the traveler must contact the T.O. giving full detailed complaints, in written form, within 10 days.
If the traveler fails to notify to the T.O. or the supplier of any dissatisfaction during the holiday, the T.O. cannot accept liability for that complaint in retrospect.
If the traveler leaves accommodation prematurely without an explicit authorization of the T.O., the traveler forfeits the traveler rights for a refund. Such complaints will not be taken into consideration.
All travelling contracts with Entroterra T.O. are subject to Italian Law and to the jurisdiction of Italian Courts.
In case of controversy, the law court of Pisa, Tribunale di Pisa, will be competent.
9. Privacy/ protection policy
Entroterra T.O. complies with the obligations under the 2003 Italian Data Protection Act (Legislative Decree 196/03). Contacts and other personal data the traveler supplies are stored by the T.O. and will be used to provide the travelers with the information they have requested; the collected information may be used by the T.O. to keep the traveler updated about its newest activities and events.
The T.O. will never intentionally disclose information about any traveler to any party without first receiving permission from that person. Yet, the T.O. is obliged to pass such information on to the suppliers of accommodation (except credit card details), and, if required by them or by law, to security or credit checking companies and public authorities such as customs/immigration offices.
Credit card details will be sent to the supplier in case of Vespa Tour or service which implies any vehicle rental, as specified by the T.O. during the negotiation with the traveler.
The traveler can remove any of the information that the T.O. stores about them, at any time, by sending an email to booking@entroterraturismo.com with a request of deletion from the mailing list.
- Entroterra Holidays in Tuscany travel agency and tour operator: