We believe that transparency represents the foundation in establishing a trustful and long lasting relationship with our guests. Please read the following information carefully before you book. This constitutes an Agreement between you and I GO ITALY S.r.l. owner of Nancy Aiello Tours, hereby referred to as “The Company”.
“The Company” is a licensed Tour Operator and Travel Agent based in Rome, Italy. Authorization GR131559 Issued by the Region of Lazio, Italy. Vat No. IT14064491005 – Insurance RC Issued by Allianz Global Assistance n.731693168. The following cancellation policy, together with the relevant information set out in the “The Company” web site(s), brochure(s) and any correspondence between you and “The Company” will form part of your contract with “The Company”.
(a) Payment is due in full at the time of booking. Payment can be made by credit card through our secure server using the Secure Sockets Layer (SSL) protocol, or by wire transfer. A contract will come into existence on the date on which we successfully receive the full payment. When you make the payment you are confirming that you understand our booking conditions and have accepted them on behalf of yourself and all members of your party. All contracts with “The Company” are made in Italy subject to these booking conditions and are subject to Italian law and exclusive jurisdiction of the Italian Courts. Both parties agree to submit to the jurisdiction of the Italian courts. In the case of a dispute, notice must be provided in writing within seven days of the date of service provided.
(b) Within three business days after payment confirmation, we email you our official booking confirmation voucher. It is your responsibility to check the details on the booking confirmation voucher as soon as you receive it. You must review the itinerary for accuracy upon receipt and agree to contact “The Company” within 72 hours if you have any questions. Failure to notify “The Company” within 72 hours shall constitute a waiver of any claim regarding accuracy of the booking confirmation voucher.
(c) If your booking is made through a travel agent, “The Company” will address all communications to that travel agent, who will act as agent for you in regard to all communications from us to you.
AMENDMENTS & CANCELLATION
Any cancellation or amendment request must be sent to us in writing. All cancellations or amendments will not take effect until received by us during normal business hours (9am to 6pm CET, Mondays through Fridays). We calculate the date based on CET standard time.
(a) All Amendments requests are subject to availability. No amendments are permitted to your booking within 30 days of the scheduled service. Requests for an amendment must be made in writing. ”The Company” will make every effort to assist you if you wish to alter your arrangements if received 30 days or more prior your requested services. If it is possible to make the amendment, it will be subject to an amendment fee of Euro one hundred (100.00) per each amendment together with all communication charges or other expenses incurred by “The Company” as a result of the change.
We book guides, drivers and tickets (to avoid the lines) as soon as you confirm your tour/s with us. Once reservations are confirmed, transportation and other services are reserved for each individual reservation. This reservation process has inherent cost. Time, telephone calls, booking of guides, vehicles, drivers, staff involvement, etc. all are part of the reservation process. “The Company” will make every effort to assist you if you wish to alter your arrangements if received 30 days or more prior your requested services but because of limitations in guide, driver and ticket availability, we cannot guarantee your request will be granted.
(b) All Cancellations must be made in writing with “The Company” not with individual suppliers. Please note that reservations cannot be changed or canceled via verbal communication between client and tour guide, driver or tour coordinator but must be requested in writing through email as this provides a permanent and verifiable record. Cancellation fees are effective on the day they are received by “The Company”. Recorded delivery is strongly recommended. Your order will not be considered cancelled until client request has been acknowledged by “The Company”. If client cancels the booking, the following cancellation charges will be payable, depending upon the number of days prior to the commencement of booked services “The Company” receives your notice of cancellation. Your trip is subject to cancellation penalties depending on how late you cancel. If you cancel your trip, the following conditions apply and without exception:
In case of cancellation between booking and 61 days prior to the date of service: 80% refund, minus 5% for administration and bank or transaction fees. Ticket sales are final and non-refundable, non-transferable and it is not possible to modify the day or the time slot. Pre-purchased tickets for museums and monuments cannot be exchanged or rescheduled and are non-refundable after tour is confirmed.
In the case of cancellation between 60-31 days prior to the date of service: 50% refund, minus 5% for administration and bank or transaction fees. Ticket sales are final and non-refundable, non-transferable and it is not possible to modify the day or the time slot. Pre-purchased tickets for museums and monuments cannot be exchanged or rescheduled and are non-refundable after tour is confirmed.
In case of cancellation 30 days or less prior to your arrival date: 100% of the full cost. Ticket sales are final and non-refundable, non-transferable and it is not possible to modify the day or the time slot. Pre-purchased tickets for museums and monuments cannot be exchanged or rescheduled and are non-refundable after tour is confirmed.
Note: The right of withdrawal as per EU directive on consumer rights and applicable national implementation rights is replaced by the present cancellation policy.
All appropriate refunds will be made directly to your credit card or bank account, minus any fees indicated.
No Show: NO REFUND
There is no refund for any individual unused service or unused portion of your trip or early departures for any reason.
No refunds will be given for late cancellations, failure to cancel (no show), or failure to arrive at our tour meeting point by the scheduled departure time. There will be no refund for unused services. No refunds will be made on unused portions of a tour for a no-show. No refund will be granted in case client/s gets lost during the tour. No refund will be granted in case client/s decides to leave the tour/s before its end. In any case maximum refund available will be the cost of tour itself minus any entrance fees and bank/credit card fees.
There are no refunds on trip planning service fees.
Other aspects related to booking and conditions are as follows:
(a) We strongly recommend that you secure adequate travel insurance at the time of booking, which should in most cases cover against cancellation fees.
(b) If you cancel any of “The Company” services and re-book an alternative this will be subject to the cancellation terms within these booking conditions.
(c) If you request additional services during your trip, your credit card will be charged with your prior consent. If you decide to cancel or abbreviate a tour during your trip, there will be no refunds.
(d) In case of an unforeseen event, including security, climate and labor strikes, “The Company” reserves the right to modify or cancel the services before or during your trip. “The Company” absolves itself of all liability in such situations and no indemnity will be applied.
(e) Our tours and/or trips are held rain or shine. Refunds are not available in the case of rain or other inclement weather.
(f) We reserve the right in any circumstances to cancel your services for any reason. If “The Company” is obliged to cancel your services in any circumstances other than your failure to pay any monies due to “The Company”, the company will use its best endeavors to offer alternative arrangements of equivalent or very closely similar standard and price, if available; travel arrangements of a lower standard and a refund of the difference in price; or will give you a full and prompt refund of all monies paid.
(a) It is important that you check the details on your booking confirmation voucher and payment receipt when you receive them. Client is responsible for reviewing the voucher and verifying the accuracy. You must review the itinerary for accuracy upon receipt and agree to contact “The Company” within 72 hours if you have any questions. Failure to notify “The Company” within 72 hours shall constitute a waiver of any claim regarding accuracy of the booking confirmation voucher. Inaccurate information that may lead to a loss of reservation or service is the responsibility of the client. On the day of tour/s you must present the paper or electronic voucher in order to redeem your tour/activity. Print the email booking confirmation voucher and present it on the day of the tour/s. If you travel with a mobile device simply present your email booking confirmation voucher on your smartphone or tablet on the day of the tour/s.
Please note that electronic reservation confirmations are provided to you solely for your convenience and that we retain official records of our reservation transactions. In the event of discrepancies, alterations, modifications, or variations between this confirmation and our official records, our official records shall control. Tampering with this confirmation to alter the reservation information is strictly prohibited and may have legal consequences.
(b) You are responsible for checking-in for flights at the correct time and for presenting yourself to take up all pre-booked components of your vacation. “The Company” cannot accept responsibility for clients missing flights as a result of late check-ins and/or flight cancellations and no credit or refunds will be given if you fail to take up any component of your vacation. No credit or refunds will be given for lost, mislaid or destroyed travel documents.
(c) It is the individual responsibility of the client to arrive at the tour meeting point on time.
(d) Museum and monument policies require you to adhere to the confirmed date/time of ticket entrance. If you fail to meet the confirmed date/time of ticket entrance (as indicated on your email booking confirmation voucher), your tickets will not be honored or refunded.
(e) Most people go on vacation for rest and relaxation, so if in our reasonable opinion or that of any airline pilot, hotel manager, tour guide, chauffeur or other person in authority, your behavior is causing danger, damage to property or persistently affecting the enjoyment of others, we reserve the right to terminate your vacation. Should this happen, no refund or compensation would be paid.
It is a condition of booking that you and all members of your party have comprehensive travel insurance. “The Company” does not provide any insurance cover. Without prejudice to the generality of the above, “The Company” does not provide any insurance cover in the case of (i) illness, accident or decease, (ii) any other loss or damage suffered by a customer during any holiday or (iii) any cancellation of the holiday. Travel insurance remains the sole responsibility of all customers. We strongly advise that all customers take out suitable holiday insurance for the duration of their stay, including cancellation insurance. In respect of each booking which is made through “The Company”, the customer undertakes on behalf of itself and all members of his/her party: (i) to arrange adequate holiday insurance which cover suitable to the activities they will be engaging in, (ii) not to hold “The Company” or any Provider responsible for any cost incurred by him/her or a member of his/her party due to his/her failure to take out adequate insurance, and (iii) to indemnify “The Company” and each of the Providers against any loss suffered or cost incurred by him/her or any member of his/her party due to his/her failure to take out adequate insurance cover.
We also highly recommend a medical and personal insurance to cover medical expenses and loss of baggage or personal belonging.
Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. Please, keep your insurance details with you whilst on vacation.
DATA PROTECTION ACT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as your name, and address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies and so on. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law. We will not pass any information on to any person who is not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. If, however, we cannot pass this information to the relevant suppliers we cannot accept your booking. In making a booking, you consent to this information being passed on to the relevant persons.
Please note that where information is also held by your travel agent, this is subject to your agent’s own data protection policy. You are entitled to a copy of your information held by us. If you would like to see this please, contact “The Company” during normal working hours. (We may make a small charge for providing this to you).
ILLNESS AND DISABILITY
If you or any member of your party suffers from a disability or other medical condition, please tell us before you book. “The Company” is happy to give you advice and to try to assist you in choosing a vacation that will meet your requirements. In order to assist you we must be provided prior to booking with full written details regarding your medical condition and any special requirements which result from this. Travelers with special needs necessitating unique attention must advise “The Company” at time of booking. Clients who require particular assistance must travel with a qualified travel companion as our drivers and guides cannot provide individualized help for walking or other personal needs.
IF YOU HAVE A PROBLEM
If you are unhappy with any aspect of “The Company”’s arrangements while you are on vacation, you must address your complaint immediately to “The Company” and those whose services are involved so that we will have an opportunity to correct the matter during your trip. We will do our best to rectify the situation. Not only may prompt action enable you to enjoy your holiday, but it is also a legal requirement, the omission of which can substantially affect your rights against our company.
In order to best ensure your satisfaction, you must report any complaint immediately to our local representative. Their job is to ensure that you have the greatest possible experience and so they will do their best to make sure that all aspects of your tour run smoothly. If your complain cannot be resolved locally, then you should contact us as soon as possible so that you provide us with an opportunity to investigate the matter and solve the problem while you are on the tour.
It is unreasonable to take no action whilst on vacation, but then to write a letter of complaint upon return. If the problem cannot be resolved locally and you wish to complain, full details must be sent to the “The Company” in writing to arrive within seven (7) days from tour date. “The Company” will not accept any complaint after that term. We will do our best to investigate and reply to you within twenty eight (28) days of receipt of your email. Failure to take either of these steps will deny “The Company” the opportunity to resolve the problem immediately and/or investigate it properly. In consequence, this may affect your rights under this contract. Should a refund be agreed upon, it will be processed within 30 days after your trip.
Please note that if you are dissatisfied with any aspect of “The Company’s arrangements you fully agree to address your issues in writing emailing us at [email protected] This would give us the opportunity to address your concerns and take the necessary steps to find a fair, reasonable and mutually acceptable solution before you publish any of your comments on the Internet including but not limited to public forums, review sites, blogs and/or social media. Any negative post published without being first brought to the attention of “The Company” will be considered a breach of the agreement.
This contract and any matters arising from it are governed by the laws of Italy and are subject to the jurisdiction of the Italian Courts.
Every effort is made to ensure that the details and descriptions contained in “The Company”’s brochures and websites are correct. However, changes do occur, sometimes at short notice. “The Company” will advise you at the time of booking, or if after booking as soon as possible of any such changes to our published information. It is not always possible for “The Company” to control all elements of the vacation whereby advertised sights, attractions and museums can sometimes become unavailable at short notice. ”The Company” is NOT liable for reduced/cancelled itineraries due to circumstances beyond our control such as strikes, sports events that make circulation by certain streets or areas impossible, or unscheduled closures of tourist sites therefore, no compensation can be offered. “The Company” accepts no responsibility for:
a) The closure of monuments/areas and/or venues which “The Company” visits, where and when the closure of that monuments/areas and/or venue is out of the control of “The Company” or where “The Company” is not notified by the monuments/areas and/or venue with ample time to notify the clients, which may be due to inclement weather, manifestations and protests or simply the last-minute decision of the venue.
b) The inability of our tour to access certain monuments/areas and/or venues due to restrictions caused by excessive traffic, inclement weather, manifestations and protests or due to that area being restored/under construction or covered/obstructed from public view.
We will always make clear what is included within the quoted price. If we are quoting a price for a tailor made vacation, the total price quoted will include all known price increases and decreases and any special offers that we are making at that time.
Our failure to insist upon or enforce any provision of these terms of service shall not be construed as a waiver of any provision or right of “The Company”.
Please, contact us if you have any questions about our cancellation policy.