General Terms and Conditions of Sale and Contract

1. Identification of the seller and organiser

The tourist services governed by these General Terms and Conditions are sold and, where they constitute a tourist package, organised by:

• Company name: [DA COMPLETARE]
• Legal form: [DA COMPLETARE]
• Registered office: [DA COMPLETARE]
• VAT number and Tax Identification Code: [DA COMPLETARE]
• Registration in the Business Register and REA number: [DA COMPLETARE]
• Certified email address: [DA COMPLETARE]
• Email, telephone and website: [DA COMPLETARE]
• Enabling title for the exercise of activity (SCIA or authorisation), number and competent authority: [DA COMPLETARE]

Hereinafter the company is referred to as Italy Official Tour, or as the Organiser when acting as organiser of tourist packages, or as the Seller when selling individual tourist services.

2. Definitions

• Customer or Traveller: the natural person who purchases or undertakes to purchase a tourist service, even on behalf of third parties.
• Single tourist service: a single service, for example an excursion, a guided visit, a transfer, an experience or a sea excursion, purchased independently and not combined with others.
• Tourist package: the combination of at least two different types of tourist services for the purposes of the same trip or the same holiday, within the meaning of the Tourism Code (D.Lgs. 79/2011, as amended by D.Lgs. 62/2018, implementing Directive EU 2015/2302).
• Durable medium: any tool that allows the Traveller to retain information addressed to him in such a way that he can access it in the future, for example an email or a document in electronic format.
• Unavoidable and extraordinary circumstances: situations beyond the control of the party invoking them, whose consequences could not have been avoided even by adopting reasonable measures.

3. Scope of application and document structure

These General Terms and Conditions govern the sale and provision of incoming tourist services in Italy offered by Italy Official Tour, including tourist packages, day excursions, group tours, private tours, guided visits, private transfers, food and wine experiences, sea excursions and personalised services for individuals and groups.

The document distinguishes two different legal regimes:

• Part A applies to single tourist services;
• Part B applies to tourist packages, to which the mandatory provisions of the Tourism Code apply for the protection of the Traveller;
• Part C contains operational and final provisions common to both categories.

In the event of a conflict between a clause of these Terms and Conditions and a mandatory provision for the protection of the Traveller, the mandatory provision shall always prevail and the conflicting clause shall be deemed replaced by operation of law.

4. Pre-contractual Information

Prior to the conclusion of the contract, Italy Official Tour provides the Client, on a durable medium, with the information required by law, including the main characteristics of the service, the total price including taxes and additional costs, the methods of payment, any deposits and the terms and amounts of cancellation penalties.

For travel packages, prior to booking, Italy Official Tour delivers to the Traveller the standard information form provided for by applicable regulations, containing a summary of the Traveller's rights, delivered as a separate document from these Terms and Conditions. The penalties applicable to each individual package are calculated and communicated during the booking procedure, prior to confirmation, based on the cancellation conditions of the suppliers involved, and are not determined at any time after the conclusion of the contract.

5. Bookings and Conclusion of Contract

Bookings are subject to availability and shall be deemed confirmed exclusively after written confirmation from Italy Official Tour and, where required, after receipt of the requested payment or deposit.

Italy Official Tour reserves the right not to confirm a booking if it is not possible to guarantee the requested service, providing prompt notice to the Client and refunding any sums already paid.

6. Prices

All prices are expressed in Euro. Unless otherwise indicated, the rates include only the services specified in the booking confirmation.

Unless otherwise indicated, the following are not included: admission to museums, archaeological sites and monuments; accommodation tax; meals not indicated; gratuities; personal expenses; any service not expressly indicated as included.

For individual tourist services, the price may be updated only prior to booking confirmation, if there are increases in supplier costs, tax changes or other circumstances beyond the control of Italy Official Tour. After confirmation, the price of the individual service is not subject to revision.

For travel packages, price revision is governed by article 15.

7. Payment Methods

The methods and timing of payment are communicated at the time of booking confirmation and are set out in the pre-contractual information. In relation to the service, a deposit or advance payment of the entire amount may be required. For travel packages, any deposit and payment terms are indicated in the pre-contractual information.

PART A. INDIVIDUAL TOURIST SERVICES

8. Cancellation Policy for Individual Services

Group tours: free cancellation up to 24 hours before the start of the tour. Beyond that time, or in the event of failure to appear, a penalty equal to 100 per cent of the booked amount shall apply.

Private tours and private services: free cancellation up to 72 hours before the start of the service. Beyond that time, or in the event of failure to appear, a penalty equal to 100 per cent of the amount shall apply.

These penalties apply only to individual tourist services. For travel packages, the provisions of Part B shall apply.

9. Modifications Requested by the Client (Individual Services)

Any request for modification is subject to availability. Any variations may result in a price supplement, communicated to the Client prior to acceptance of the modification.

10. Liability for Individual Services

For individual tourist services, Italy Official Tour organises and coordinates the services also by engaging qualified and selected suppliers. Liability is limited to the organisation of the purchased services, in accordance with applicable law.

With respect to individual services only, Italy Official Tour shall not be liable for delays or service failures directly attributable to suppliers, carriers or the management bodies of the visited sites, within the limits permitted by law and without prejudice to the Client's inalienable rights. This limitation shall not apply to travel packages, for which article 18 shall apply.

PART B. TOURIST PACKAGES

11. Applicable law to packages

Tourist packages are subject to these Terms and Conditions and, as a matter of priority and mandatory force, to the provisions of the Codice del Turismo (D.Lgs. 79/2011, as amended by D.Lgs. 62/2018) and Directive EU 2015/2302. As organiser, Italy Official Tour guarantees to the Traveller the rights provided by law, recalled in the following articles and in the Standard Information Sheet delivered to the Traveller prior to booking.

12. Assignment of the package contract to another traveller

The Traveller may assign the tourist package contract to a person who meets all conditions for the use of the service, upon notice given to the Organiser on a durable medium at least seven days before the start of the package. The assignor and assignee are jointly and severally liable for payment of the balance and reasonable and documented costs of assignment, which the Organiser communicates to the assignor (articolo 38 Codice del Turismo).

13. Modification of package terms before departure

Before the start of the package, the Organiser may not unilaterally modify the contract conditions, except for modifications of minor importance previously communicated to the Traveller on a durable medium.

Should the Organiser be forced to modify significantly one or more main characteristics of the services, or be unable to satisfy the accepted specific requests, or propose a price increase exceeding 8 per cent, the Traveller, within a reasonable period indicated by the Organiser, may accept the proposed modification or withdraw from the contract without penalty. In case of withdrawal, the Organiser may offer a substitute package of equivalent or higher quality. If the Traveller does not accept the substitute package, the Organiser refunds all payments made without unjustified delay and in any case within fourteen days (articolo 40 Codice del Turismo).

14. Traveller's withdrawal before the start of the package

The Traveller may withdraw from the package contract at any time before the start of the package. In this case, he/she is required to pay the Organiser appropriate and justified withdrawal fees.

Withdrawal fees are determined based on the cancellation conditions applied by the accommodation facilities and other suppliers that make up the specific package, as well as the cost savings and revenues resulting from the reallocation of tourist services. Since such conditions vary according to suppliers and departure date, the amount or percentage of withdrawal fees applicable to the individual package is calculated and communicated to the Traveller on a durable medium during the booking procedure, before confirmation and conclusion of the contract, and constitutes an integral part of the contract.

For packages with standardised composition, the Organiser may alternatively indicate in the pre-contractual information a scale of standardised and reasonable withdrawal fees, calculated based on the date of withdrawal. In any case, the withdrawal fees applicable are made known to the Traveller before the latter is bound by the contract.

The Traveller has the right to withdraw before the start of the package without paying any penalty, and to obtain full refund of payments made, in case of unavoidable and extraordinary circumstances occurring at the destination or in its immediate vicinity that substantially affect the performance of the package or the transport of passengers to the destination (articolo 41 Codice del Turismo).

All refunds due to the Traveller pursuant to this article are made without unjustified delay and in any case within fourteen days from the withdrawal.

For package contracts concluded outside commercial premises, the Traveller also has the right to withdraw within five days from the conclusion of the contract, without

penalties and without motivation, except in the case of offers with significantly reduced rates (articolo 40, comma 7, Codice del Turismo).

15. Price revision of the package

After the conclusion of the contract, the package price may be increased only if this is expressly provided for and only as a consequence of variation in the cost of passenger transport due to the cost of fuel or other sources of energy, the level of taxes or fees imposed by third parties, or the exchange rates relevant to the package. The related costs must be documented.

The increase is communicated to the Traveller clearly and precisely on a durable medium, with the relative justification and calculation methods, at least twenty days before the start of the package. If the increase exceeds 8 per cent of the total price, articolo 13 applies. The price may not be increased in any case in the twenty days preceding departure.

Likewise, and for the same reasons, the Traveller is entitled to a price reduction corresponding to the decrease in costs that occurs after the conclusion of the contract and before the start of the package. The Organiser may deduct from the refund administrative and management expenses actually incurred, of which it provides evidence on request (articolo 39 Codice del Turismo).

16. Cancellation of the package by the Organiser

The Organiser may cancel the package and fully refund the Traveller, without being required to pay additional compensation, if the number of registered persons is below the minimum provided in the contract and notification occurs within the statutory time-limits, or if it is unable to perform the contract due to unavoidable and extraordinary circumstances. In such cases the refund is made within fourteen days.

17. Obligation of assistance

The Organiser provides appropriate assistance to the Traveller in difficulty, in particular by providing information on health services, local authorities and consular assistance, and helping the Traveller to make remote communications and to find alternative tourist services. If the difficulty is caused by the Traveller, the Organiser may request a reasonable cost for such assistance (articolo 45 Codice del Turismo).

18. Organiser's liability for package performance

The Organizer is responsible for the proper performance of all tourist services included in the package contract, regardless of whether such services are provided by itself or by other suppliers.

In the event of a lack of conformity, the Traveller shall inform the Organizer thereof without unjustified delay and the Organizer shall remedy it, unless this is impossible or entails disproportionate costs. The Traveller is entitled to a reduction in price for the period during which the lack of conformity existed and to compensation for damage suffered, including damage from a spoilt holiday, within the limits and conditions provided for in articles 42, 43 and 46 of the Codice del Turismo.

The Organizer is relieved of liability only in cases provided for by law, in particular when the defect is attributable to the Traveller, to a third party extraneous to the provision

of services and unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances.

This provision shall prevail over any clause of these Terms and Conditions that limits the liability for the actions of suppliers.

19. Protection in case of insolvency or bankruptcy

Italy Official Tour is covered, for package tours, by the guarantees provided by law against the risks of insolvency or bankruptcy, which ensure the reimbursement of payments made and, if the package includes transport, the return of the Traveller. Italy Official Tour is furthermore covered by professional public liability insurance in favour of the Traveller (article 47 Codice del Turismo).

• Guarantor or company providing the guarantee against insolvency and bankruptcy: [DA COMPLETARE]
• Number of the guarantee or policy: [DA COMPLETARE]
• Company and number of the professional public liability insurance policy: [DA COMPLETARE]

PART C. OPERATIONAL AND FINAL PROVISIONS IN COMMON

20. Modifications to the itinerary during the service

Italy Official Tour may modify the order of visits, times or itinerary during the performance of the service when this is necessary to ensure its regular performance, avoid waiting times or for logistical or safety reasons. Such modifications do not entitle to reimbursement provided that the essential content of the service remains unchanged, and without prejudice to, for packages, the provisions of Part B concerning significant modifications.

21. Unavoidable and extraordinary circumstances and force majeure

Italy Official Tour is not responsible for delays, modifications, suspensions or cancellations due to unavoidable and extraordinary circumstances or causes of force majeure beyond its control, including, by way of example: sudden closure of sites, museums or monuments; orders of the Authorities; strikes; public demonstrations; exceptional traffic; road closures; natural disasters; fires; health emergencies; exceptional weather events.

Where possible, Italy Official Tour proposes equivalent alternative solutions. For package tours, in any case, the rights of the Traveller to withdraw without penalties and to obtain reimbursement provided for in articles 13 and 14 shall remain protected, where the conditions are met.

22. Sea excursions

The safety of passengers is an absolute priority. Sea excursions are subject to weather and marine conditions, as well as to the decisions of the vessel's captain and the competent Maritime Authority. In the event of adverse conditions, Italy Official Tour may reschedule the excursion to another date, propose an alternative service of equal value where available, or cancel the excursion with full reimbursement of the amounts paid for the service not enjoyed.

23. Weather conditions of land-based services

Land excursions are normally carried out even in case of rain. Only exceptional weather events or orders of the competent Authorities can lead to modifications or cancellations of the service, with the consequences provided for in the preceding articles.

24. Punctuality

The Client must present themselves at the meeting point at least ten minutes before the indicated time. For private services, the Client must be ready at the agreed location at the established time. Any delays may result in a reduction in the duration of the service or loss thereof, without entitlement to reimbursement, save for the non-waivable rights applicable to packages.

25. No Show

The Client's failure to appear entails the loss of the booked service with no entitlement to any reimbursement, except as otherwise provided for by law for package tours.

26. Access to sites and opening times

Unless otherwise stated, admission tickets are not included. Opening hours of sites are established by the managing authorities and may vary without notice.

27. Customer Liability, Special Requirements and Accessibility

The Customer is responsible for the accuracy of the data provided. Any special requirements, such as reduced mobility, allergies, food intolerances, special baggage or other needs, must be communicated prior to booking confirmation, in order to assess the compatibility and accessibility of the service. The participation of minors is subject to accompaniment by a responsible adult, unless otherwise indicated.

28. Optional Insurance

Italy Official Tour recommends that the Customer take out, where not included, adequate optional insurance coverage against cancellation expenses and for health assistance and medical expenses during the trip. The conditions and exclusions of optional coverage are those established by the insurance company.

29. Complaints and Dispute Resolution

Any objections must be communicated during the performance of the service, so that they can be verified and, where possible, resolved immediately. Complaints relating to defects not resolved on site must be sent in writing within ten days from the conclusion of the service. This deadline is intended for the prompt settlement of the complaint and does not result in the forfeiture of compensation rights and other remedies provided by law, which remain exercisable within the statutory limitation periods.

For out-of-court dispute resolution with consumers, Italy Official Tour undertakes to resort to the competent conciliation body or ADR indicated below: [DA COMPLETARE]. The European online dispute resolution platform

disputes (ODR) is no longer operational as of 20 July 2025 and is therefore not referred to.

30. Right of Withdrawal in Distance Sales

Pursuant to articolo 59 of the Codice del Consumo, contracts for the supply of tourist services, accommodation for purposes other than residential, transport and catering, linked to a specific date or period of performance, are excluded from the fourteen-day right of withdrawal provided for distance contracts. The right of withdrawal under articolo 14 remains in force for tourist packages, and the right of withdrawal within five days provided therein remains in force for package contracts concluded outside commercial premises.

31. Tax Regime

The tourist packages organized by Italy Official Tour are subject, where the conditions are met, to the special VAT regime provided for travel agencies and tour operators (articolo 74-ter of D.P.R. 633/1972). The tax treatment of individual services is that provided for by the applicable regulations.

32. Processing of Personal Data and Cookies

Italy Official Tour processes personal data in compliance with Regolamento UE 2016/679 (GDPR) and the applicable Italian regulations. The methods of collection, use, storage and protection of data are described in the Privacy Policy available on the website.

The website uses technical cookies and, subject to active and specific user consent, analytical and profiling cookies, as indicated in the Cookie Policy available at the page Cookie Policy. Consent to non-technical cookies is collected explicitly and cannot be inferred from mere use of the website.

33. Applicable Law and Jurisdiction

These General Conditions are governed by Italian law. For any dispute, the court having jurisdiction is that provided for by applicable law. In relationships with the consumer, the court exclusively competent is that of the place of residence or elected domicile of the consumer, where provided for by law.

34. Language of the Contract

These Conditions may be made available in multiple languages. In case of discrepancy between the different language versions, the version in the Italian language prevails, unless otherwise required by law in favour of the consumer.

35. Partial Nullity and Non-Derogable Clauses

Should any provision, clause or term of these Conditions be null, invalid or unenforceable, it shall not prejudice the validity of the remaining provisions. Any clauses in conflict with mandatory law protecting the Traveller or consumer shall be replaced by law with the corresponding legal provisions.

36. Acceptance of Conditions

By confirming the booking, the Client declares that they have read, understood and fully accepted these General Conditions of Sale and Contract, which constitute an integral part of the contract for the purchase of services offered by Italy Official Tour.