General information
The booking platform integrated into the Veneto Deskline 3.0 Destination Management System (DMS), devised and developed by “Feratel Media Technologies AG -6020 Innsbruck”, is a technological system for the acquisition and conversion of both online and front-desk bookings. It is managed by Destination Verona & Garda Foundation through the “Search and Book” functional areas activated on the websites of the Foundation, related websites and partner websites in the availability of the booking platform pursuant to the Veneto Region Law and subsequent regional acts and agreements.
The platform is managed by the Foundation under a commercial agreement with VR INCOMING (hereinafter the “Organisation”) for tourism organisation/intermediation activities.
The platform acts as an intermediary between third-party suppliers (''Third-Party Retailers”) and purchasers, for the online sale and purchase of tourism-related services (''MarketPlace''). Third-Party Retailers may also offer their services within the MarketPlace. On the Portal, users may therefore also purchase services sold by Verona Incoming and offered by Third-Party Suppliers. 
The Foundation is responsible only for the technical management of the platform, and is not a party to the contract of sale between the User and Verona Incoming concluded exclusively under the terms and conditions set forth in the applicable General Terms and Conditions.
Through the platform, users can also purchase products and/or services offered for sale on partner or related websites on which the Foundation acts as a registration service provider ("Websites powered by Destination Verona & Garda Foundation / VR INCOMING ").
For the purposes of Art. 7 of Legislative Decree no. 70/2003, VR INCOMING of Verona Tourism Bureau Srl, with registered office in Via Sommacampagna 63/h - 37137 Verona, VAT no. 04867830236, Tax ID no. 04867830236, Business Registry of Verona registration no. 04867830236, Economic and Administrative Index. VR- 452277, is the holder of Travel and Tourism Agency Authorisation no. 185916 issued on 05/04/2023 by the Veneto Region pursuant to Regional Law no. 11/2013, under which, in partnership with Destination Verona & Garda Foundation headquartered in Corso Porta Nuova, 96 – 37122 Verona, VAT no. 04889110237, it organises and manages a booking platform integrated into the Destination Management System (DMS) Veneto Deskline 3.0, with the aim of promoting the destination Verona and Lake Garda and the sale of travel services through the online and offline channels.
The Manager is Gessica Bonini, enrolled on the Register of Travel Agency Managers of the Province of Verona under no. 49.
In compliance with statutory coverage requirements (Arts. 19 and 50 of the Italian Tourism Code), Civil Liability Insurance Policy no. 810.058.0000903136 for Travel Organisers and Intermediaries has been taken out with Vittoria Assicurazioni.
Tourists may request information or assistance of any kind by writing to booking@visitveronagarda.it or calling (+39) 045 8531603. 
In compliance with the provisions of Legislative Decree no. 62 of 21 May 2018, VR INCOMING of Verona Tourism Bureau Srl is a member of the consortium Guarantee Fund VACANZE GARANTITE® established by the internal consortium VACANZE GARANTITE® with certificate no. 2026052671AT.
General Conditions 
For the online sale of packages and individual travel services
Published also pursuant to Art. 12, para. 3 Legislative Decree no. 70 of 9/4/2003
SECTION A:
CONTENTS OF THE PACKAGE TRAVEL CONTRACT OF SALE
In addition to the General Terms and Conditions set out below, the description of the package travel contained in the catalogue, or in the separate travel programme, and the booking confirmation for the services requested by the traveller are also an integral part of the travel contract. The confirmation will be sent by the tour operator to the traveller or to the travel agency acting on behalf of the traveller, who has the right to receive such conformation from the agency. By signing the travel package sale proposal, the traveller acknowledges and accepts the travel contract as set out herein, the notices contained in it, and these General Terms and Conditions, both for themselves and for the persons for whom they are requesting the all‑inclusive service.
1. LEGISLATIVE REFERENCES
The sale of package travel for the provision of services in both Italy and abroad is governed by the Tourism Code, and specifically by Arts. 32 and 51-novies as amended by Legislative Decree no. 62 of 21 May 2018, for the transposition and implementation of Directive (EU) no. 2015/2302, and by the provisions of the Italian Civil Code regarding transport and agency where applicable.
2. GENERAL INFORMATION 
For the purposes of Art. 7 of Legislative Decree no. 70/2003, VR INCOMING of Verona Tourism Bureau Srl, with registered office in Via Sommacampagna 63/h - 37137 Verona, VAT no. 04867830236, Tax ID no. 04867830236, Business Registry of Verona registration no. 04867830236, Economic and Administrative Index. VR- 452277, is the holder of Travel and Tourism Agency Authorisation no. 185916 issued on 05/04/2023 by the Veneto Region pursuant to Regional Law no. 11/2013, under which, in partnership with Destination Verona Garda Foundation headquartered in Corso Porta Nuova, 96 – 37122 Verona, VAT no. 04889110237, it organises and manages a booking platform integrated into the Destination Management System (DMS) Veneto Deskline 3.0, with the aim of promoting the destination Verona and Lake Garda and the sale of travel services through the online and offline channels.
In compliance with statutory coverage requirements (Arts. 19 and 50 of the Italian Tourism Code), Civil Liability Insurance Policy no. 810.058.0000903136 for Travel Organisers and Intermediaries has been taken out with Vittoria Assicurazioni.
Travellers may request information or assistance of any kind by writing to booking@visitveronagarda.it or calling (+39) 045 8531603.
The fixed sale prices of the packages, inclusive of any taxes, duties and other administrative charges, are indicated in the catalogue or in non‑catalogue programmes, as well as in any subsequent updates to such catalogues or non‑catalogue programmes.
3. DEFINITIONS
For the purposes of the package travel contract, the following definitions apply: a) trader - any natural or public or private legal person acting for purposes relating to their trade, business, craft or profession in relation to package travel contracts, either directly or through another person operating in their name or on their behalf, as an organiser, retailer or trader facilitating linked travel arrangements, or provider of travel services pursuant to the regulations set forth in the Tourism Code; b) organiser - a trader who puts together packages and sells them or offers them for sale directly, via or together with another trader, or a trader who transmits data relating to a traveller to another trader; c) retailer - a trader, other than an organiser, who sells or offers for sale packages combined by an organiser; d) traveller - anyone who intends to conclude or enter into a contract, or is authorised to travel on the basis of a contract entered into, within the scope of the law governing package travel contracts; e) establishment - as defined in Article 8, letter e) of Legislative Decree no. 59 of 26 March 2010; f) durable medium - any instrument that enables the traveller or the trader to store information addressed personally to them in a way accessible for future reference for a period of time adequate for the purposes of the information and which allows the unchanged reproduction of the information stored; g) unavoidable and extraordinary circumstances -  a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken; h) lack of conformity - failure to perform or improper performance of the travel services included in a package; i) point of sale - any retail premises, whether movable or immovable, or a retail website or similar online sales facility, including where retail websites or online sales facilities are presented to travellers as a single facility, including a telephone service; l) repatriation - the traveller's return to the place of departure or to another place the contracting parties agree upon. 
4. DEFINITION OF PACKAGE TRAVEL
Package travel is defined as: a combination of at least two different types of travel services, such as: 1. carriage of passengers; 2. accommodation which is not intrinsically part of carriage of passengers and is not for residential purposes, or for long-term language courses; 3. rental of cars, other motor vehicles or motorcycles requiring a category A driving licence; 4. any other tourist service not intrinsically part of a travel service referred to in points 1, 2 or 3, and that is not a financial or insurance service for the purposes of the same trip or holiday, if at least one of the following conditions applies: 1) those services are combined by one trader, including at the request of or in accordance with the selection of the traveller, before a single contract on all services is concluded; 2) irrespective of whether separate contracts are concluded with individual travel service providers, those services are: 2.1) purchased from a single point of sale and selected before the traveller agrees to pay; 2.2) offered, sold or charged at an inclusive or total price; 2.3) advertised or sold under the term ‘package’ or under a similar term; 2.4) combined after the conclusion of a contract by which a trader entitles the traveller to choose among a selection of different types of travel services, or purchased from separate traders through linked online booking processes where the traveller's name, payment details and e-mail address are transmitted from the trader with whom the first contract is concluded to another trader or traders and a contract with the latter trader or traders is concluded at the latest 24 hours after the confirmation of the booking of the first travel service.
5. CONTENT OF THE CONTRACT - PURCHASE OFFER AND DOCUMENTS TO BE SUPPLIED
At the conclusion of the package travel contract or without undue delay thereafter, the organiser or retailer shall provide the traveller with a copy or confirmation of the contract on a durable medium. 2. The traveller shall be entitled to request a paper copy if the package travel contract has been concluded in the simultaneous physical presence of the parties. 3. With respect to off-premises contracts as defined in Article 45, para. 1, letter h), of Legislative Decree no. 206 of 6 September 2005, a copy or confirmation of the package travel contract shall be provided to the traveller on paper or, if the traveller agrees, on another durable medium. 4. The contract constitutes entitlement to access the guarantee fund referred to in Section 21 below. 
6. INFORMATION FOR TRAVELLERS – TECHNICAL DATA SHEET – ONLINE BOOKINGS
1. Before the start of the trip, the organiser and the intermediary shall provide the traveller with the following information: a) time of departure and return, the places of intermediate stops and transport connections. Where the exact time is not yet determined, the organiser and, where applicable, the retailer shall inform the traveller of the approximate time of departure and return; b) information on the identity of the operating air carrier, where not known at the time of booking, pursuant to Art.11 para. 2 of Regulation (EC) no. 2111/2005: “Where the identity of the operating air carrier or carriers is not yet known at the time of reservation, the air carriage contractor shall ensure that the passenger is informed of the name or names of the air carrier or carriers that is or are likely to act as operating air carrier or carriers on the flight or flights concerned. In such case, the air carriage contractor shall ensure that the passenger is informed of the identity of the operating air carrier or carriers as soon as such identity is established, and whether the carrier(s) is/are subject to an operating ban within the European Union”; c) the location, main features and, where applicable, tourist category of the accommodation under the rules of the country of destination; d) the meal plan; e) visits, excursion(s) or other services included in the total price agreed for the package; f) any travel services provided to the traveller as part of a group and if so, the approximate size of the group; g) the language in which the services are provided; h) whether the trip or holiday is generally suitable for persons with reduced mobility and, upon the traveller's request, precise information on the suitability of the trip or holiday taking into account the traveller's needs. Special requests regarding the provision and/or execution of specific services forming part of the package travel, including airport assistance for reduced mobility, special meals on board or at the destination, must be submitted during the booking request and regulated by a specific agreement between the traveller and the organiser, including, where applicable, through the  travel agency acting on behalf of the traveller; i) the total price of the package inclusive of taxes and, where applicable, of all additional fees, charges and other costs or, where those costs cannot reasonably be calculated in advance of the conclusion of the contract, an indication of the type of additional costs which the traveller may still have to bear; j) the arrangements for payment, including any amount or percentage of the price which is to be paid as a down payment and the timetable for payment of the balance, or financial guarantees to be paid or provided by the traveller; k) the minimum number of persons required for the package to take place and the time-limit, referred to in Article 41, para. 5, letter a), before the start of the package for the possible termination of the contract if that number is not reached; l) general information on passport and visa requirements, including approximate periods for obtaining visas and information on health formalities of the country of destination; m)  information that the traveller may terminate the contract at any time before the start of the package in return for payment of an appropriate termination fee, or, where applicable, the standardised termination fees requested by the organiser, in accordance with Article 41, para. 1 of Legislative Decree no. 79/2011 and specified in Art. 10 para. 3; n) information on optional or compulsory insurance to cover the cost of termination of the contract by the traveller or the cost of assistance, including repatriation, in the event of accident, illness or death; o) insurance coverage details as referred to in Article 47, paras. 1, 2 and 3 of Legislative Decree no. 79/2011. 
2. The organiser shall prepare a data sheet on the destination websites. The data sheet shall contain the technical information regarding the legal obligations the organiser must comply with, such as, for example: - details of the administrative authorisation or Certified Notification of Commencement of Activity (S.C.I.A.) of the organiser; - details of the guarantees for travellers pursuant to Art. 47 of the Tourism Code; - details of the civil liability insurance policy; - period of validity of the catalogue or non-catalogue programme; - parameters and criteria for reviewing the price of the trip (Art. 39 of the Tourism Code).
3.  Pre-contractual information - Procedure for the conclusion of online contracts (Art. 12 of Legislative Decree no. 70/2003):
a) The booking proposal must be drawn up using the dedicated form that can be filled in online in the corresponding section of the portal. In compliance with Art. 13, para. 2 of Legislative Decree no. 70/2003, it must contain: the essential characteristics of the package, a detailed indication of the price and the arrangements for payment, information on the waiver of withdrawal right pursuant to Art. 52 of Legislative Decree no. 206 of 6/9/2005 and the penalties applied for unilateral withdrawal from the contract on the part of the traveller.
b) Once the form has been completed in full and confirmed by the traveller, the booking system shall generate an automatic e-mail notification that will be sent to the customer, to the organiser and to any suppliers involved; this e-mail shall be regarded as a receipt, also pursuant to Art. 13, para. 2 of Legislative Decree no. 70/2003.
c) The user can edit and correct any data entry errors before submitting the booking proposal. To this end, the destination websites integrated with the DMS platform offer travellers the following means to enable detection/correction of any such data entry errors: using the dedicated form or writing to booking@visitveronagarda.it.
d) The Contract of Organisation of Travel shall not be deemed concluded through the destination portals until the DMS platform sends the booking confirmation to the traveller with an automatic e-mail notification.
e) Both the booking proposal and the booking confirmation shall be deemed received when they are automatically sent by the system and no error message is generated.
f) The Contract of Organisation of Travel shall be stored in the dedicated section of the portal and the traveller may access it directly from the home page. More information on any other aspects concerning the collection, processing and storage of personal data can be found in the “Privacy Policy”, which can be consulted and downloaded in the relevant section of the portal.
g) These “Conditions of Sale” are available in Italian, English and German.
7. PAYMENTS
The amount of the down payment, up to a maximum of 25% of the price of the package travel to be paid at the time of order/booking or at the time of the binding booking request and the date before departure by which the balance must be paid shall be those resulting from the catalogue, the brochure, or from specific indications published by the organiser, and at the time of booking in the Offers and Accommodation Sections of the portal.
Failure to pay the above amounts by the established deadlines constitutes grounds for express termination, entitling the organiser to terminate the Contract of Organisation of Travel, also pursuant to Art. 1456 of the Italian Civil Code.
8. PRICE
The price of the package travel is indicated in the contract, with reference to the indications provided in the catalogue or non-catalogue programme and in any subsequent updates to said catalogues or non-catalogue programmes, all of which are published in the online destination catalogue of the portal. Pursuant to Art. 40 of the Tourism Code, changes may be made to the price up to 20 days prior to departure (inclusive of the day on which the notification is sent), only as a result of changes in: 
a) transport costs, including fuel costs;
b) taxes of fees on certain types of travel services including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports;
c) municipal tourist taxes or entry fees;
d) exchange rates relevant to the package.
These adjustments shall be based on the exchange rates and the aforementioned costs applicable on the date the programme is published, as indicated on the data sheet of the catalogue, or on the date indicated in any updates as referred to above.
Such fluctuations shall impact the inclusive price of the package travel in the percentage expressly indicated in the data sheet in the catalogue or non-catalogue programme.
In the event of a price decrease, the organiser shall have the right to deduct actual administrative expenses from the refund owed to the traveller. At the traveller's request, the organiser shall provide proof of those administrative expenses. The price is made up of: a) registration fee or processing fee; b) price of the package, as shown in the catalogue or on the booking quote provided to the intermediary or the traveller; c) cost of any optional insurance policies covering cancellation risks and/or medical expenses, or other services requested; d) cost of any visas and entry/exit taxes for the countries included in the holiday; e) airport and/or port charges and taxes.
9. CHANGES TO OR CANCELLATION OF THE PACKAGE TRAVEL BEFORE DEPARTURE 
The organiser reserves the right to unilaterally make changes to the contract conditions that do not regard the price, provided such changes are of minor importance. Any such changes must be notified clearly and precisely, using a durable medium, such as e-mail; 2. If, before the start of the package, the organiser is constrained to alter significantly any of the main characteristics of the travel services as referred to in Art. 34 para. 1 lett. a) or cannot fulfil the special requirements made by the traveller and already accepted by the organiser, or proposes to increase the price of the package by more than 8 %, the traveller may accept the proposed change, or terminate the contract without paying a termination fee; 3. If the traveller does not accept the proposed change as referred to in para. 2, and exercises their right of withdrawal, the organiser may offer the traveller a substitute package of equivalent or higher quality; 4. The organiser shall without undue delay inform the traveller in a clear and precise manner, of the changes proposed as indicated in para. 2, and of their impact on the price of the package, pursuant to para. 6; 5. The traveller shall notify their decision to the organiser or to the intermediary within two working days from receipt of the notification indicated in para. 1. If the traveller does not notify the organiser of their decision by the aforementioned deadline, the organiser's proposal shall be deemed to have been accepted; 6. Where the changes to the package travel contract or substitute package referred to in para. 2 result in a package of lower quality or cost, the traveller shall be entitled to an appropriate price reduction; 7. If the package travel contract is terminated pursuant to para. 2, and the traveller does not accept a substitute package, the organiser shall refund all payments made by or on behalf of the traveller without undue delay and in any event not later than 14 days after the contract is terminated. The traveller has the right to compensation for non-performance of the contract, except in the cases indicated as follows: a) No compensation shall be due for the cancellation of the package travel when the reason for such cancellation is failure to reach the minimum number of participants, where applicable; b) No compensation shall be due for the cancellation of the package travel where the organiser proves that the lack of conformity is attributable to causes of force majeure and unforeseeable circumstances; c) No compensation shall be due for the cancellation of the package travel where the organiser proves that the lack of conformity is attributable to the traveller or to a third party unconnected with the provision of the travel services included in the package travel contract, and is unforeseeable or unavoidable. 
10. WITHDRAWAL BY THE TRAVELLER
1. The traveller may also withdraw from the contract without paying penalties in the following cases: - a price increase exceeding 8%; - a significant change to one or more elements of the package travel contract which can objectively be regarded as constituting main characteristics of the package travel services, proposed by the organiser after the conclusion of the contract but before the start of the package, and not accepted by the traveller; - the organiser cannot fulfil the special requirements made by the traveller and already accepted by the organiser. In the above cases, the traveller may: - accept the proposed change, if formulated by the organiser; - request the refund of all payments made. Such refund shall be made within the legal deadline indicated in the previous section. 2. In the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity and significantly affecting the performance of the package, or which significantly affect the carriage of passengers to the destination, the traveller has the right to withdraw from the contract, before the start of the package, and shall be entitled to a full refund of any payments made for the package, but shall not be entitled to additional compensation. 3. Travellers who withdraw from the contract prior to departure for any reason, including unforeseen and sudden circumstances, not corresponding to the cases listed in the first paragraph, or those provided for in Art. 9, para. 2, regardless of the down payment referred to in Article 7, para. 1, shall be charged the individual processing fee, any insurance coverage already requested upon conclusion of the contract, or for other services already rendered, in addition to the penalty specified below, without prejudice to any more restrictive conditions - related to peak season, or periods when the accommodation facilities are fully occupied - of which the traveller shall be informed at the quotation stage and therefore prior to the conclusion of the contract: • Package travel featuring scheduled regular flights at special rates or IT (Inclusive Tours) with accommodation in hotels, apartments, serviced residences, villas or holiday villages providing hotel services • Group package travel with other means of transport: - 10% of the package price from the time of booking to 30 days (*) before departure; - 30% of the package price from 29 to 21 days (*) before departure; - 50% of the package price from 20 to 10 days (*) before departure; - 75% of the package price from 9 to 5 days (*) before departure; - 100% of the package price thereafter. (*) Days refers to working days, excluding Saturdays, Sundays and public holidays, and the term must exclude the day of departure and the day on which notification of the cancellation was given. 
Withdrawal by the consumer from packages with departures from 15 December to 03 January:
Penalties for cancellations of packages with departures during the aforementioned period shall be calculated as follows: •50% of the package price up to 60 days prior to the departure date; •75% of the package price from 59 to 40 days prior to the departure date •100% of the package price for cancellations made in the last 39 days prior to departure. The conditions set forth above do not, however, apply to all products (including, but not limited to, airline tickets with special fares, luxury resorts, group tours) to which stricter cancellation penalties apply; the traveller will be informed of such penalties at the quotation stage and therefore before the booking request for the services. The traveller shall in all cases remain liable for the processing fee and the premium for any insurance cover purchased. No refund shall be due to a traveller who voluntarily interrupts the trip or stay. The fact that the traveller is not responsible for being unable to make use of the holiday shall not entitle them to terminate the contract without paying termination fees, such right being provided by law only in the event of the objective circumstances existing at the holiday destination referred to in para. 2, or in the cases referred to in para. 1. The traveller may, however, protect against the financial risk associated with cancelling the contract by taking out appropriate cancellation insurance, where such insurance is not mandatorily provided by the organiser. 4. For pre-formed groups, cancellation penalties shall be specifically established on a case-by-case basis at the signing of the pertinent contract. 5. The penalty percentage indicated above does not apply to trips that include the use of scheduled flights with special fares. In these cases, the conditions relating to the cancellation penalties are deregulated and much more restrictive, and shall be indicated in advance at the package travel quotation stage. 6. The organiser may terminate the package travel contract and provide the traveller with a full refund of any payments made for the package, but shall not be liable for additional compensation, if: - the number of people enrolled for the package is smaller than the minimum number stated in the contract and the organiser notifies the traveller of the termination of the contract within the period fixed in the contract, but not later than twenty days before the start of the package in the case of trips lasting more than six days; seven days before the start of the package in the case of trips lasting between two and six days; forty-eight hours before the start of the package for trips lasting less than two days; - the organiser is prevented from performing the contract because of unavoidable and extraordinary circumstances and notifies the traveller of the termination of the contract without undue delay before the start of the package. 7. The organiser shall provide any refunds required under paras. 2 and 6 without undue delay and in any event not later than 14 days after the package travel contract is terminated. In the aforementioned cases, any functionally related contracts entered into with third parties shall be terminated.
With respect to off-premises contracts, the traveller has the right to withdraw from the package travel contract within five days from the date of conclusion of the contract or from the date of receipt of the contractual conditions and preliminary information, if later, without penalty and without giving any reason. For offers with significantly lower prices than competing offers, the right of withdrawal does not apply. In this latter case, the organiser must document the price change, making it clear that the right of withdrawal does not apply.
11. LIABILITY OF THE ORGANISER FOR IMPROPER PERFORMANCE AND SUPERVENING IMPOSSIBILITY DURING PERFORMANCE – OBLIGATIONS OF THE TRAVELLER – TIMELINESS OF COMPLAINT
1. The organiser is responsible for the provision of the travel services provided for in the package travel contract, regardless of whether such travel services are provided by the organiser, by the assistants or agents thereof when acting in the exercise of their functions, by third parties whose services are used by the organiser, or by other travel service providers, pursuant to Article 1228 of the Italian Civil Code. 2. In observance of the obligations of fairness and good faith set forth in Articles 1175 and 1375 of the Italian Civil Code, the traveller shall, taking the specific circumstances into account, promptly inform the organiser -either directly or through the retailer, of any lack of conformity identified during the performance of a travel service included in the package travel contract. 3. If one of the travel services is not performed as agreed in the package travel contract, the organiser shall resolve the lack of conformity, unless this proves impossible or excessively onerous, taking into account the extent of the lack of conformity and the value of the travel services affected thereby. If the organiser fails to resolve the defect, the traveller shall be entitled to a price reduction or compensation for any damage suffered as a consequence of the lack of conformity, unless the organiser is able to demonstrate that the lack of conformity is attributable to the traveller or a third party unconnected with the provision of the travel services, or is unforeseeable and unavoidable, or due to unavoidable and extraordinary circumstances. 4. Without prejudice to the exceptions detailed above, if the organiser does not remedy the lack of conformity within a reasonable period set by the traveller in the complaint made pursuant to para. 2, the traveller should be able to do so himself and request reimbursement of the necessary expenses; if the organiser refuses to remedy the lack of conformity, or if immediate remedy is required, the traveller does not need to specify a time-limit. If a lack of conformity constitutes a significant breach of contract and the organiser has failed to remedy it following the traveller's timely notification, having regard to the duration and characteristics of the package, the traveller may terminate the contract with immediate effect or request, where appropriate, a price reduction, without prejudice to any right to compensation for damages. If, after the start of the package, the organiser is unable to provide a substantial part of the travel services included in the contract for any reason other than one attributable to the traveller, the organiser shall offer appropriate alternative arrangements, at no extra cost to the traveller, for the continuation of the package, or shall refund the traveller for the difference between the services originally agreed and those actually provided. The traveller may reject the proposed alternative arrangements only if they are not comparable to what was agreed in the package travel contract or the price reduction granted is inadequate. If it is impossible to make alternative arrangements or the traveller rejects the proposed alternative arrangements because incomparable to what was agreed upon in the contract or because the reduction in price granted is inadequate, the organiser shall provide, at no extra cost, a means of transport equivalent to the one originally envisaged for return to the place of departure, or to a different location, subject to the availability of the transport and seats, and shall reimburse the traveller for the difference between the cost of the services planned and the cost of the services effectively provided up to the time of the early return. 
12. SUBSTITUTIONS AND CHANGES TO THE PACKAGE
1. The traveller may, after giving the organiser reasonable notice on a durable medium, and no later than seven days before the start of the package, transfer the package travel contract to a person who satisfies all the conditions applicable to that contract. 2. The transferor of the package travel contract and the transferee shall be jointly and severally liable for the payment of the balance due and for any additional fees, charges or other costs, including any administrative and processing fees arising from the transfer. 3. The organiser shall inform the transferor about the actual costs of the transfer, which shall not exceed the actual cost incurred by the organiser due to the transfer of the package travel contract, and shall provide the transferor with proof of the additional fees, charges or other costs arising from the transfer of the package travel contract.
13. OBLIGATIONS OF TRAVELLERS
Without prejudice to the obligation to promptly report any lack of conformity, as per Article 11, para. 2, travellers must comply with the following obligations: 1. For the regulations regarding minors travelling abroad, please refer to the information provided on the Italian State Police website. Please note, however, that minors must be in possession of a valid personal document for travel abroad, such as a passport or, for EU countries, an identity card for travel abroad.  
With regard to children aged under 14 travelling outside of the country, and those requiring authorization issued by the Judicial Authority, compliance is required with the provisions set forth on the Italian State Police website http://www.poliziadistato.it/articolo/191/. 
Foreign citizens must obtain the relevant information through their diplomatic representations in Italy and/or their respective official government information channels.
In any case, before departure, travellers must verify that their travel information is up-to-date by consulting the relevant authorities (for Italian citizens, the local police headquarters or the Ministry of Foreign Affairs at www.viaggiaresicuri.it, or by calling the Telephone Operations Centre on 06/491115) and comply with the regulations indicated before travelling. Should they fail to do so, the intermediary or organiser may not in any way be held responsible if they are unable to depart. 
Travellers must, in all cases, inform the intermediary and the organiser of their citizenship at the time of the booking request relating to the package travel or travel service and, upon departure, must definitively ensure that they are in possession of the necessary vaccination certificates, an individual passport, and any other valid documents for all the countries included in the itinerary, as well as any residence and transit visas and health certificates that may be required. 
Furthermore, in order to assess the security of the socio-political and health situation, and other useful information regarding the destination countries and, therefore, the objective usability of the services purchased or to be purchased, the traveller shall be responsible for obtaining official information of a general nature from the Ministry of Foreign Affairs, available on the Ministry website www.viaggiaresicuri.it. The above information is not included in the online or paper catalogues of the Tour Operators, which contain general descriptive information, as indicated in Art. 34 of the Tourism Code, and not information subject to changes over time. Such information must therefore be verified by the travellers.
If, on the date of booking, the chosen destination is identified through official information channels as being subject to a travel warning for security reasons, travellers who subsequently exercise the right to withdraw from the contract may not rely on the security conditions of that destination as grounds for exemption from, or reduction of, any withdrawal fee payable upon such withdrawal. 
Travellers must also observe the rules of reasonable care and diligence, the specific rules in force in the destination countries, all the information provided to them by the organiser, as well as the regulations and administrative or legislative provisions relating to the package travel. Travellers shall be liable for any damage suffered by the organiser and/or the intermediary as a result of their failure to comply with the obligations set out above, including the costs of their repatriation. 
Travellers are required to provide the organiser with all documents, information and elements in their possession useful for exercising their right of subrogation vis-à-vis third parties responsible for the damage, and are liable to the organiser for any damage caused to the right of subrogation. 
At the time of the proposal to purchase the travel package, and therefore before the organiser sends the booking confirmation for the services, travellers must also provide the organiser, with written notice of any specific personal requests that may be the subject of specific agreements regarding the travel arrangements, provided that such requests may be met and are in any case the subject of a specific agreement between the traveller and the organiser (see Art. 6, paragraph 1, letter h). 
14. HOTEL CLASSIFICATION
The official classification of hotel facilities is provided in the catalogue or other information material based exclusively on the specific and formal indications of the competent authorities of the country in which the service is provided. In the absence of official classifications recognised by the competent public authorities of the EU Member States to which the service refers, or in the case of facilities marketed as “Holiday Villages”, the organiser reserves the right to provide their own description of the accommodation facility in the catalogue or leaflet, to allow for evaluation and subsequent acceptance by the traveller. 
15. LIABILITY REGIME
The organiser is liable for damage caused to the traveller due to full or partial non-performance of the services due under the terms of the contract, whether such services are performed directly by the organiser or by third-party service providers, unless the organiser can prove that the event was caused by the actions of the traveller (including initiatives undertaken independently by the traveller during the performance of the travel services) or by actions of an unforeseeable or unavoidable nature on the part of a third party, by circumstances unrelated to the provision of the services provided for in the contract, by unforeseeable circumstances, by force majeure, or by circumstances that the organiser could not reasonably foresee or resolve with professional diligence. The intermediary through whom the package travel was booked is not liable for obligations relating to the organisation and execution of the trip, and is solely responsible for the obligations arising from their role as intermediary and for the execution of the mandate entrusted to them by the traveller, as specifically provided for by Art. 50 of the Tourism Code, including the warranty obligations set forth in Art. 47. 
16. LIMITS OF COMPENSATION AND LIMITATION PERIODS
The compensations referred to in Arts. 43 and 46 of the Tourism Code and the related limitation periods are governed by the provisions therein and in any case within the limits established by the International Conventions governing the services comprised in package travel, as well as by Arts. 1783 and 1784 of the Italian Civil Code, with the exception of personal injury not subject to a pre-established limit. a. The right to a price reduction or compensation for damage resulting from changes to the package travel or substitute package sales contract shall be subject to a limitation period of two years from the date of the traveller's return to the place of departure. b. The right to compensation for personal injury shall be subject to a limitation period of three years from the date of the traveller's return to the place of departure, or to any longer limitation period provided for by the provisions governing the travel services included in the package.
17. POSSIBILITY OF CONTACTING THE ORGANISER VIA THE RETAILER
1. The traveller may address messages, requests or complaints in relation to the performance of the package directly to the retailer through which it was purchased, who, in turn, shall forward them to the organiser without undue delay. 2. For the purpose of compliance with time-limits or limitation periods, receipt of the messages, requests or complaints referred to in the previous paragraph by the retailer shall be considered as receipt by the organiser. 
18. OBLIGATION TO PROVIDE ASSISTANCE
The organiser shall give appropriate assistance without undue delay to the traveller in difficulty, including in the circumstances referred to in Art. 42, para. 7, in particular by providing appropriate information on health services, local authorities and consular assistance, and assisting the traveller to make distance communications and helping the traveller to find alternative travel arrangements. The organiser shall be able to charge a reasonable fee for such assistance if the difficulty is caused intentionally by the traveller or through the traveller's negligence, within the limits of the actual costs incurred.
19. CANCELLATION AND REPATRIATION INSURANCE
If not expressly included in the price, it is possible – and advisable –  to take out special insurance policies at the time of booking at the offices of the organiser or retailer to cover costs arising from cancellation of the package, accidents and/or illnesses, as well as costs for repatriation and loss and/or damage to luggage. Rights arising from insurance contracts must be exercised by the traveller directly vis-à-vis the insurance companies, under the conditions and in the manner set forth in the pertinent policies themselves, as set forth in the policy conditions published in the catalogues or brochures made available to travellers upon departure. 
20. ALTERNATIVE DISPUTE RESOLUTION (ADR) PROCEDURES
Pursuant to and in accordance with Art. 67 of the Tourism Code, the organiser may, in its catalogue, informational materials, website or by any other means, offer the traveller alternative methods for resolving any disputes that may arise. In this case, the organiser shall indicate the type of alternative resolution proposed and the consequences of accepting such alternative. 
21. GUARANTEES FOR THE TRAVELER – TRAVELLER PROTECTION FUND (Art. 47 of the Tourism Code) 
Package travel contracts are supported by suitable guarantees provided by the organiser and the intermediary travel agent, who, for trips abroad and trips taking place within a single country, guarantee reimbursement of the price paid for the purchase of the package travel and the immediate return of the traveller, in the event of insolvency or bankruptcy of the intermediary or the organiser. In observance of Legislative Decree no. 62 of 21 May 2018, VR INCOMING of Verona Tourism Bureau Srl participates in the consortium Guarantee Fund VACANZE GARANTITE® established by the internal consortium VACANZE GARANTITE® with certificate no. 2026052671AT. The identifying details of the legal entity required to provide the guarantee on behalf of the organiser are indicated in the catalogue and or website of the organiser, and may also be indicated in the booking confirmation for the services requested by the traveller. 
22. OPERATIONAL CHANGES
Considering that the catalogues containing information on how the services may be used are published well in advance, please note that there may be changes to the flight times and routes indicated in the acceptance of the proposal for the sale of services, because they are subject to subsequent validation.  With this in mind, travellers must request confirmation of the services from their agency prior to departure. The organiser shall inform passengers of the identity of the operating carrier(s) within the timeframe and in the manner established in Art. 11 of EC Regulation no. 2111/2005 (referred to in Art. 5). 

SECTION B:
GENERAL TERMS AND CONDITIONS OF SALE OF INDIVIDUAL TRAVEL SERVICES
REGULATORY PROVISIONS 
Contracts relating solely to the provision of transportation services, accommodation services, or any other individual travel service do not constitute travel organisation arrangements or package travel contracts and, therefore, do not benefit from the protections afforded to travellers under Directive (EU) 2015/2302. Retailers who undertake to procure an individual travel service for third parties, including electronically, are required to provide the traveller with the documents relating to that service, indicating the amount paid for the service, and cannot in any way be considered a travel organiser. 

SECTION C:
BOOKING OF FREE SERVICES
For bookings of products or tickets provided free of charge, the same terms and conditions of sale applicable to paid products or tickets shall apply, to the extent compatible.
* * *
PRIVACY NOTICE
Travellers are informed that their personal data, the provision of which is necessary to enable the conclusion and execution of the travel contract, will be processed manually and/or electronically in compliance with current legislation. Refusal to provide such data will make it impossible to complete and therefore execute the contract. The rights provided for under the applicable legislation, including, by way of example, the right to request access to personal data, the rectification or erasure thereof, or the restriction of processing concerning the data subject, as well as the right to object to such processing and the right to data portability, and the right to lodge a complaint with a supervisory authority, may be exercised against the data controller. For more detailed information on how data are processed by the organiser, please refer to the specific section of the destination websites containing the Privacy Policy.
MANDATORY COMMUNICATION
PURSUANT TO ARTICLE 17 OF LAW No. 38/2006
Under Italian law, offences relating to prostitution and child pornography are punishable by imprisonment, even when committed abroad.

DRAFT GENERAL TERMS AND CONDITIONS OF CONTRACT
FOR THE OFFERING, BOOKING AND PROVISION OF TOURIST SERVICES/EXPERIENCES
"Basic Channel" used by the "Organisation" (Sale of complementary services only – not accommodation)
General provisions. 
The booking platform that is part of the Destination Management System DMS Veneto Deskline 3.0, designed and developed by "Feratel Media Technologies AG -6020 Innsbruck", is designed for the purchase and conversion of online and front-desk bookings, managed by Fondazione Destination Verona & Garda through the "Search and Book" areas on the Foundation's websites, related websites and partner websites available to the Foundation, as recognised under Veneto Regional Law and subsequent regional acts and agreements. 
The platform is managed by the Foundation in a commercial agreement with Verona Incoming (hereinafter referred to as the "Organisation") for tourism organisation/intermediation. 
The platform allows third-party suppliers ("Third-Party Vendors") and buyers to get into contact with each other for the purpose of online sales and purchases of tourism services ("MarketPlace"). Third-Party Vendors can also offer their services within the MarketPlace. On the Portal, users can therefore purchase services sold by Verona Incoming and offered by Third-Party Vendors. 
The Foundation is only the technical manager of the Platform and is therefore not a party to the sales contract between the User and Verona Incoming, which business is concluded solely at the terms and conditions set forth in the applicable General Terms and Conditions of contract.
Through the Platform, users can also purchase products and/or services offered for sale on Partner or Related sites at which the Foundation operates as the provider of the registration service ("Sites powered by Destination Verona & Garda Foundation / VR INCOMING"). 
The following are the general terms and conditions of Verona Incoming, i.e. the general terms and conditions of sale applicable to the services specifically indicated on the Portal as "sold by Verona Incoming" and to the services offered for sale on Partner or Related Sites, in the event of the contract for the purchase of such services being concluded through the Platform.  
These General Terms and Conditions of sale (hereinafter GTC) can be viewed by the User during the booking process in the "search and book" area on the above-mentioned websites and specifically this website, under the heading "General Terms and Conditions of Sale".
Each Supplier may also add any additional policies of its own relating to the services offered under these GTC: in this case, they will be shown to the User/Customer during the booking process. 
In the event that the latter Policies regulate these same aspects, the provisions of the GTC shall always prevail over those specific to the Supplier. If, in any case, the User receives confirmation of the booking and is therefore considered a Customer, in those cases in which he is considered a Consumer within the terms of the Legislative Decree No. 206 of 06/09/2005 (Consumer Code), the provisions contained in the that decree shall apply to the booking contracts concluded, in addition to those generally applied pursuant to Legislative Decree No. 70 of 09/04/2003 on the services of the "Organisation" of Information in the internal market, with particular reference to e-commerce. 

Definition of terms used. 
When applying these GTC, the terminology indicated in bold type below, (starting with a capital letter), whether in the singular or plural, shall have the following meanings:
User: the person who accesses the websites managed by the above Foundation and with specific reference to this website, and/or the "search and book" area activated to consult on availability and booking conditions of the services that appear available, to send booking requests to suppliers with a view to the making of booking contracts.
Customer: the natural/legal person who, as a User, books services in the "search and book" area managed by the Organisation on the Foundation's websites, related websites and partner websites, and thus becomes a Customer of the Supplier.
Supplier: the operator producing and/or selling services related to tourist destination offers, who has signed a contract with the Organisation for the promotion and collection of bookings for services on the above-mentioned websites and receives booking confirmation from the Customer through the Platform managed by the Organisation. 
The Organisation: Verona Incoming, which, as a partner agency of the Foundation, has technical and operational use of the booking area that can be activated from the "search and book" link on the Foundation's websites, related sites and partner sites. 
DMO (Desination Management Organisation), Business Network, Area Brand, Consortium, etc.: these are the various consortium companies, active and recognised by the Veneto Region, which define local tourism offers and gather service availability from suppliers, allowing them to be offered on the regional booking platform managed by the Organisation and, in this case, in the "search and book" area active on the aforementioned websites.
Booking Platform: the platform for the technical management of bookings and requests for tourist services in general, available to the Organisation.   
Related Sites and Partner Sites: all information and promotional/marketing sites for services related to the offers hosted at the Foundation's "search/book" box or "search/book" link.
Information: includes information and materials relating to services that can generally be booked on "Search Book or Booking", published by the Foundation following contracts signed by suppliers with the Organisation, concerning descriptions, characteristics, services made available, prices and offers, images (including photos/videos/audio-videos) and any other information or images published and disseminated subject to the Supplier's acceptance and authorisation. 
Booking: any order relating to the tourist service selected and/or requested by the User/Customer made on the booking site and, therefore, with the various service providers through the Organisation. 
Booking confirmation: this is the communication by which the "Organisation" confirms to the User/Customer that the services requested by them have been booked with one or more suppliers: in most cases, this is done electronically (by email). Emails are generated automatically by the Booking Platform and are sent simultaneously to both Users/Customers and suppliers. In some cases, it may also be communicated by manual email and/or fax, but always in writing to both Users/Customers and Suppliers.
Cancellation Policy: the conditions for cancelling a booking, according to which the Organisation accepts requests for cancellation of bookings and confirms them to both the User/Customer and the Supplier via the Booking Centre tool managed by the Foundation. 
No show: when the User/Customer fails to show up at the Supplier's premises for the booked services.
Cancellation and/or no-show penalties: the penalties, accepted at the time of booking by the User/Customer, which will apply in the event of cancellation and/or no-show, under these GTC, being those accepted by the customer at the time of booking.
Overbooking: the situation that occurs when the Supplier, even unintentionally and due to technical problems, accepts more bookings than the services it can offer and manage.
Services: tourist services, including intrinsically integrated services, as defined in Legislative Decree 62/2018 and EU Directive 2302/2015, not attributable to tourist packages or related tourist services and, consequently, subject to the consumer protection of the Consumer Code Legislative Decree 206/2005.

Subject matter.
These GTC govern the User/Customer's access to and use of the Booking Platform used by the Organisation, made available as technology and support for the completion of contracts for 'services complementary to accommodation services' (hereinafter the 'Services'), booked and confirmed electronically (including by accepting requests by telephone or e-mail, confirmed in by the Organisation in all cases by e-mail).

The Booking Platform: role and responsibilities of the various parties.
The Foundation only manages the technical profile (the technical data sheet relating to the product/service/experience), as it is not party to the sales contract between the User/Customer and the Organiser. 
Verona Incoming, as a commercial partner of the Foundation, operates as an 'Organisation' and uses the platform to convert bookings for tourist services. 
The Organisation is responsible pre-contractually and contractually to the User/Customer for bookings made through the Booking areas, including for any failure to conclude the booking and sales contract for the 'Services' requested, non-compliance and/or delays in the use and provision of the 'Services', in the partial or total payment thereof, and for the issue receipts and/or invoices for Services booked and/or rendered. 
The User/Customer may, in any case, report any critical issues regarding the booking made to the Organisation so that it can take action with the Supplier and take the necessary measures to ensure that such non-compliance or illegalities are resolved and cease.
The use of the Booking Platform by the User/Customer takes place for bookings made through "search and book" on the above-indicated websites and with specific reference to this website or made through other means (telephone, e-mail, or fax), or even through "Related Websites and Partner Websites".

Contract and terms of contractual completion on the Booking Platform. 
Through the Organisation and the booking areas on the websites managed by the Foundation, the User directly makes a booking and sales contract with the Organisation, for the provision of "Services" for payment by the User/Customer of a cash consideration highlighted in the booking areas and on the booking confirmation processed by the Booking Platform for each different commercial channel. 
The services include the use of the services booked in line with the quality levels described in the booking areas, as uploaded directly by the Foundation or on its behalf. 
The booking of the Services selected and requested by the User/Customer in the booking area, or booked irrevocably pursuant to Articles 1329 and 1331 of the Civil Code, is binding unless the cancellation policy and any penalties provided for and highlighted in the booking process apply. 
The booking request confirmed by the User/Customer is followed by a confirmation message (by e-mail) that the Booking Platform used by the Organisation automatically sends to the User and the latter on behalf of the chosen Supplier, summarising for both parties the Services, the booking conditions and policies, prices, means, times and methods of payment, cancellation policy and penalties, and all the information required under Article 13 of Legislative Decree 70/2003. 
In the event of rejection of the request by the Supplier due to overbooking caused by technical problems (such as power failure, or internet connection failure, etc.), the Organisation will promptly notify the User/Customer, proposing an alternative solution or the cancellation of the booking made by the User/Customer. 
To guarantee the booking of the selected services and during the process of confirmation, the User/Customer agrees to provide their credit card details or bank details, authorising the debiting of any penalties arising from cancellations of bookings communicated within the terms set out in the Organisation's policies, as highlighted during the booking process and subsequently accepted by the User/Customer. 
At the end of the booking process, the Supplier is directly bound to the Organiser to provide the Services booked and confirmed through the booking areas of the regional booking platform managed by the Foundation; the User/Customer is bound to the Organiser with regard to these GTC and the specifications set out in the booking confirmation. 
In exceptional cases, the Services may also be booked via the offline booking area, which is also managed by the Foundation, by telephone and/or e-mail and/or fax. Such method always requires a written response from the Organisation by e-mail or fax and confirmation by electronic means or the same means with the Supplier. In these cases, the Foundation is open on weekdays during business hours (Monday to Friday, normally from 9:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 6:00 p.m.), at the email addresses indicated in the booking confirmation, which is always included in the booking confirmation or on the website of each specific site and/or commercial channel. On Saturdays and public holidays, communications may be sent to the email address:-   booking@visitveronagarda.it. 
The Foundation Operator will not provide advice, but will only make the booking of Services available to the User/Customer, including by email and telephone. 
The order in which suppliers and services available for booking are presented on the Booking Platform is random and does not follow any classification or quality criteria, as the companies selected are the result of a search carried out by the User/Customer or by the Foundation's operator on the Booking Platform at the time of the booking query, based on the Services available according to the basic characteristics of location, period, type of services, number of participants and their type for other services.

Descriptive and booking data. 
There is information relating to the Services selected and to be booked on the various screens and web pages consulted by the User/Customer during the booking process, including acceptance of these GTC, acceptance of the need for a credit card to guarantee the booking with authorisation for its use for the collection of any late cancellation or no-show penalties, and acceptance of the privacy policy before final confirmation of the booking. 
The information relates to the description of the company providing the Services, including other services generally made available, images (including photos/videos/audio-videos) and any additional and different information or images published or disseminated by the Foundation in reference to the contracts signed by the Suppliers with the Organisation. The booking data relates to the availability of services provided by Suppliers, to what has been selected by Users/Customers, to requests made and sent to Booking and, consequently, to the location, the start and end dates of services, the services requested, the participants, their types, the rates, the general conditions and any specific policies highlighted on Booking, cancellation policies, any penalties, and any other information relating to the booking.
All information relating to the companies providing the Services is published on the Booking directly by the Foundation on behalf of the suppliers, or by the Suppliers themselves, who are suitably prepared, solely with regard to that which has been granted by the Supplier, through a specific contract signed with the Organisation.
The Supplier is always solely responsible to the Organiser for the accuracy, completeness, truthfulness and updating of the data provided by contract and entered on the platform, including prices, as regards:  
their content, nature, accuracy and completeness, truthfulness, updating, as well as their compliance with the law, including information relating to the quality of the services offered;
the legitimation or right to use any materials and/or files that the Service Provider has given to the Organisation as an attachment to the signed contract for publication by the Foundation. 
compliance with any legal obligations relating to the carrying on of its business or the relationship, and conclusion of the booking contract, as between the User/Customer and the Organiser. 
The Booking Platform only displays the aforementioned information "as is" and "as available", without checks carried out by the Foundation, which therefore does not in any way guarantee or accept liability for any damage or loss suffered by the User/Customer connected with or consequential to the circumstances referred to in this Article 6. 

Credit card guarantee with authorisation to charge any penalties.
The Organisation, as intermediary or seller, requires the User/Customer to provide credit card details, with the immediate withdrawal/debiting of sums of money at the time of booking. 
Payment for the Services booked with the card provided as a guarantee or by other means agreed between the Customer and the Organiser will always be made directly by the Organiser, both as regards Services booked on the booking areas and for any other services and extras used during the stay or in any case on site after arrival. 
During the booking process and immediately before confirmation, the system will ask the User/Customer to accept, on the card provided as a guarantee, automatic collection by the Organiser's of any penalties that may arise in the event of cancellation of booked and confirmed services, or in the event of a no-show. The User/Customer will be asked to enter the details of the credit card provided as a guarantee directly on the Booking Platform in the case of online transactions or to communicate them to the staff of the Organisation in the case of offline procedures (telephone, e-mail, or fax), in accordance with procedures designed to preserve the confidentiality and protection of the data provided.
No liability can be attributed to the Organisation in the event of the communication of credit card details being unsuccessful due to temporary inability to access them, for reasons not attributable to the Organisation itself, or in the event that the transaction to charge the cancellation penalty or other amount is unsuccessful due to lack of funds or for reasons other than those covered by the aforementioned assessment or in any case occurring after the booking. 
Acceptance of these GTC amounts to authorisation for the Credit Institution and/or Credit/Debit Card circuit to use the data entered by the Customer in the event of the application of penalties accepted by the latter at the time of confirmation of the booking of services.
The data provided by the User/Customer is managed by information systems that comply with PCI DSS (Payment Card Industry Data Security Standard) standards. All operations are carried out through connections protected by SSL (Security Socket Layer) security codes and https (http secure) protocol.
The data gathered, except as regards the fulfilment of legal obligations, will be immediately deleted at the end of processing.
The Organisation assumes no liability in the event of fraud, deception or abuse by third parties of the credit card data collected during the booking process, provided that this is not attributable to acts or facts due wilful misconduct or gross negligence on the part of the Organisation.

Use of Services.
With regard to the Services the Customer is entitled to use the services booked in accordance with these GTC, as well as those defined by the Supplier, published in the Booking areas under "general conditions" and "policy" for the service or experience, or in any case shown on the Foundation's websites, related sites and partner sites, offered to the Customer for acceptance at the time of booking, and subsequently summarised in the booking confirmation.

Withdrawal and Cancellation of the booking - No Show.
Article 55, (1,b) of the Consumer Code establishes that the right of withdrawal does not apply to contracts for the provision of leisure services, when the offer specifies a date or period of performance, as in the case of hotel bookings, but also as regards experiences. Consequently, if you cancel a hotel booking or an experience, the cancellation conditions set out in the contract between the organiser and the supplier (e.g. hotel or travel agency) apply, which may include penalties, partial refunds or no refunds depending on the terms established at the time of booking.
Users who wish to cancel a booking made through the Booking Centre used by the Organisation must notify the Foundation in writing, either online or via the contact details (e-mail, fax, or telephone) provided in the booking confirmation. The Foundation will then send confirmation of the cancellation, which will also be forwarded to the Supplier. It is however understood that the cancellation notice sent by the Customer to the Organisation within the agreed terms is considered equivalent, in terms of its effects, to that sent directly to the supplier.
If the Supplier decides to apply the penalty, it must first notify the Foundation that it intends to charge the penalty amount provided for. The Foundation will configure the product in the system so that it can behave as required by the supplier. 

Replacement service: unforeseeable circumstances and/or force majeure, including overbooking. 
With the sending of the booking, the Supplier is directly bound to the Organiser and the Customer and cannot withdraw from or cancel the booking, even in part, since it is obliged to provide the booked service, unless the service has become impossible due to unforeseeable circumstances or force majeure, or in the event of non-compliance by the User as provided for in the express termination clauses.
If unforeseeable circumstances or a matter or force majeure arises, the contract with the User is terminated and the Organiser is not obliged to pay the Supplier.
With the Customer's consent however, the operator of the supplier company may provide an alternative solution to replace that booked and no longer available, provided that the former has characteristics equivalent or superior to the latter.
Otherwise, in the event of unavailability of the service booked due to overbooking or other reasons attributable to the supplier, the latter is obliged to offer the customer an alternative solution of a category equivalent or superior to that booked. Any additional costs shall be borne entirely by the Supplier. If the Customer refuses the alternative solution, the booking shall be cancelled without penalty, i.e. with a refund of any amount already paid. 

Obligations of the User/Customer.
When making a booking, the User/Customer must enter accurate information, specifically with regard to 
to the number of people for whom the booking is being made.
Any cancellation notification must be made online in the booking area of the platform. Any other requests and notifications for changes, specifications, additions or variations to any service related to the booking after confirmation must always be sent by the Customer to the Foundation, using the contact details provided on the booking confirmation. Correspondence must always be sent in writing to the Foundation, which may confirm or reject the request, or agree with the User/Customer on the changes to the originally agreed conditions, in the terms and manner it deems appropriate.
Payment of the amount due by the Customer must be made directly to the Organiser of the booked services in accordance with the terms and conditions set out in these GTC.
For any damage caused by the Customer, the general rules on compensation for damages shall apply. The Customer is liable for any event or act attributable to him/her directly or indirectly (as caused by persons under his/her responsibility) which results in damage to the Supplier.

Rights of the Supplier.
The Supplier has the right to remove the Customer from its premises if the Customer:
uses the premises in a manner that damages the property or makes coexistence with other customers intolerable, behaving in a disrespectful, scandalous or otherwise inconsiderate manner, or is responsible for criminal conduct towards the Supplier or its other customers, staff and/or persons who are in the same place/facility;
is suffering from a contagious disease;
fails to pay the amount requested and due within the agreed terms.
Obligations of the Supplier.
The Supplier is obliged to offer the agreed Services in accordance with the quality standards appropriate to the type of service booked.

Animals.
Animals are not normally allowed to use the services, unless prior authorisation has been obtained from the Supplier and, where applicable, a fee has been paid. This authorisation must be taken into account by the Customer when requesting the booking of services, selecting services that allow animals to be used and guaranteeing their availability and authorisation for access from the outset.

Responsibility.
The User/Customer acknowledges and accepts that no liability can be attributed to the Foundation or the Organisation:
for failure to complete bookings through the Booking system, for any incorrect bookings, for any direct or indirect damage caused by the impossibility, even temporary, of using the Booking Platform due to causes not attributable to the Foundation, or for any direct or indirect damage resulting from misuse by third parties;
for overbookings;
in the event that the use of credit card details for the cancellation penalty is unsuccessful due to insufficient funds on the card or for reasons other than those under investigation or in any case arising after the booking.
The supplier remains solely and directly responsible to the Foundation and the Organiser for the accuracy, completeness, translation and updating of the data available on the booking platform, as well as for other services, for the prices indicated, for the quality of the services offered and for the information, including photographs, published on the Booking platform or on the websites where the Foundation's "Search and Book" section is located; 

Suspension of access to and use of the Platform and Booking Area.
The User declares that they are aware and accept that the Foundation may or will be required to temporarily suspend or permanently inhibit access to and use of the Booking in the following cases:
a)     due to unforeseeable circumstances or force majeure;
b)     by order of the regional authority or other supervisory and control authority;
c)     for improvement, repair or maintenance work.
In the case referred to in letter c), the Foundation undertakes to make access to the Platform possible within 48 hours, provided that this depends on the Foundation and the Bookings managed that fall within its power to intervene. 

Applicable law and jurisdiction.
These GTC and the specific provisions of the individual Supplier are governed by Italian law.
Any disputes that may arise regarding the performance, interpretation, or validity of these terms or any other related matter shall be governed solely by Italian law and its jurisdiction. 
Without prejudice to the foregoing, in the event that:
a)      the User qualifies, pursuant to Legislative Decree No. 79 of 23/05/2011 (Tourism Code) and Legislative Decree No. 206 of 6th September 2005 (Consumer Code), the competent court is that of the place where the latter has his/her residence or domicile, if located in the territory of the Italian State;
b)     the Customer is not a Tourist-Consumer or, despite being a Tourist-Consumer, does not have residence or domicile in Italy, the Court of Verona shall have exclusive jurisdiction to resolve any disputes relating to the aforementioned conditions.