Booking Policy
Breathe taking views
These Booking Conditions, together with our Privacy Policy and with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Italy Tour Co Pty Ltd of 15 Bottrill Street, Hamilton Hill WA 6163 ABN 92 637 600 152 (“we”, “us”,“our”).
Please read them carefully as they set out our respective rights and obligations.
In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
By making a booking, the first named person on the booking (“Lead Name”) agrees on behalf of themselves and all persons detailed on the booking that:
• he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
• he/she consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
• he/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
• he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Please Note:
Our obligations are set out below:
• Section A contains the conditions which will apply to all bookings
• Section B contains the conditions which will apply only when you make a single-service booking with us, where we are acting as Principal.
SECTION A – APPLICABLE TO ALL BOOKINGS
1. Booking and Paying for your Arrangements.
Standard Deposit and Payment Conditions:
A booking is secured with us when making full payment for your reservation, or when a non-refundable deposit of *$600AUD (or equivalent) is paid.
Once payment is received by us, we will then issue you with a booking confirmation.
We reserve the right to return your payment and decline to issue a booking confirmation at our absolute discretion.
A binding contract will come into existence between you and us as soon as we have received payment and issued to you in writing a booking confirmation that will confirm the details of your booking and will be sent to you or your travel agent. You will be notified of the exact deposit amount required prior to any payment to us. Some exceptions may apply to deposits for bookings secured with our third party operators. You will be notified when making your reservation of the exact non-refundable deposit amount and this will be reconfirmed on your invoice.
The balance of the cost of your arrangements (including any applicable surcharge) is due not less than 60 days prior to scheduled departure (unless otherwise specified prior to payment). If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you.
2. Accuracy
3. Insurance
You MUST take out adequate and suitable travel insurance in order to take part in a tour organised by us and this is a condition of your contract with us. You are wholly responsible for arranging your own insurance. We reserve the right to request a copy of your insurance policy and/or a receipt showing payment of the premium, although we will not check this policy for suitability, and it will remain your responsibility at all times to ensure that you’re adequately insured.
You should ensure that there are no exclusion clauses limiting protection for the type of activities you will be undertaking during your tour. You should also ensure that your insurance policy will cover you for any independent arrangements, excursions or other activities that you may book to take part in during your holiday and which do not form part of your booking or contract with us. You should satisfy yourself that any travel insurance arranged is what you require and should arrange supplementary insurance if needed. It will remain your responsibility at all times to ensure that you are adequately insured both prior to and during your holiday. We recommend you take out insurance as soon as your booking is confirmed. You are strongly advised to insure yourself against any possible risk that may occur and in particular to ensure that you have sufficient insurance in respect of dependent relatives and force majeure events.
You are required to carry proof of insurance with you. A suitable insurance policy should also provide adequate cover for medical expenses arising through illness or accident prior to or during the holiday and loss of holiday monies through cancellation and curtailment of the holiday for insurable reasons. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions.
We reserve the right to cancel the booking, without any liability for refunds, of any customer who cannot satisfy us that they have purchased suitable travel insurance in accordance with this clause.
Furthermore, if you choose to travel with inadequate insurance cover, we will not be liable for any losses arising, in respect of which insurance cover would otherwise have been available.
4. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room type i.e. twin/double. You also need to confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation itinerary or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met.
Failure to meet any special request will not be a breach of contract on our part and we do not accept bookings that are conditional upon any special request being met.
5. Cutting your holiday short
If you are forced or make the personal choice to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of the travel services provided, we will not offer you any refund for that part of your tour not completed or be liable for any associated costs you may incur.
Depending on the circumstances, your travel insurance may offer cover for curtailment. It is your responsibility to contact your insurer at this time for their instruction and to obtain any receipts locally that are required for your claim.
6. Illness, Disabilities and Medical Problems
Anyone suffering from illness or disability or undergoing treatment for any physical or medical condition which may affect their participation in the tour must declare the true nature of such condition and provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen tour. We may require you to produce a doctor’s certificate certifying that you are fit to participate. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details, and may result in such persons being excluded from the tour in which case all monies paid will be forfeited and we will not be liable to pay any compensation whatsoever.
Where we accept your booking, you must make arrangements for the provision of any medication or other treatment required during the holiday. Some countries impose restrictions on certain types of medications, and may also limit the amount of medication which may be brought through customs, so we recommend that this is checked prior to travel.
For persons with pre-existing conditions including but not limited to: illness, diabetes, pregnancy, asthma, gastric reflux, cancer, heart problems, epilepsy, respiratory or mobility problems you should visit a doctor for a personal medical examination obtaining a medical clearance that certifies you as fully able to participate in the tour as described within the company literature specific to your tour or tailored arrangements prior to booking.
You are responsible for assessing whether a Tour/Tailored arrangement are suitable for you. We will not
and do not provide medical advice. It is your responsibility to assess the risks and requirements of each aspect of the itinerary based on your own unique circumstances, limitations, fitness level and medical requirements.
Our tour does include a cruise on a fishing boat so you must make it known at the time of booking if you or any member of your party is unable to swim. This will not prevent that person from participating in the tour but will enable us to take additional precautions for that person’s safety at such times as may be appropriate.
6.1 Age
No unaccompanied minors (i.e. those under 18 years of age) can be on tours operated by us. Children between 5 and 18 years of age may travel on tours, provided that they are accompanied by a parent or a guardian who accepts full responsibility for them.
You agree to accept the authority and decisions of our employees, tour leaders, and agents whilst on tour with us. If in the opinion of such person, the health or conduct of a client before or after the departure appears likely to endanger the safe, comfortable or happy progress of the tour, the client may be excluded from all or part of the tour, in which case all monies paid will be forfeited and we will not be liable to pay any compensation whatsoever to that client.
7. Force Majeure
Check with your travel insurance provider as you may be able to reclaim these costs.
8. Complaints
We make every effort to ensure that your tour arrangements run smoothly but if you do have any problems during your holiday, please inform your tour guide/leader immediately.
If, the tour guide/leader is unavailable, please contact our local team (24hr contact details will be provided to you at the time of booking).
If you wish to complain after completion of your holiday, you must send formal written notice of your complaint to our email address italytourco@gmail.com, in your own words, within 30 days of the end
date of your holiday with us and provide in the letter your booking reference, tour name and start date and all other relevant information to your grievance. Please keep your letter concise and to the point, this will assist us to quickly identify your concerns and speed up our response to you.
We will reply to your grievance within 28 days of its receipt.
Please note that privacy laws exclude us from commenting on any members not within your own booking party.
Failure to inform your guide or local team at the time, or follow the procedure set out above will affect your rights under this contract.
Customer Conduct
Customers are expected to exhibit proper behaviour and not interfere with the enjoyment of others. If deemed necessary by any authority, including hotel management, if your behaviour or that of any member of your group causes distress, danger, annoyance, property damage, or hinders transportation, we have the right to immediately terminate your booking. This would result in the cessation of our liability and requirement for immediate departure from accommodation or other arrangements. No refunds will be made, and you may be held liable for any damages or losses.
Passports, Visas, Health, and Immigration
It is your responsibility to verify and meet passport, visa, health, and immigration requirements for your itinerary. General information is available, but you must consult the relevant embassies or consulates and your doctor for specific details. Most countries require a passport valid for at least 6 months after return, and some countries may ask for your full itinerary, flight tickets, and travel insurance upon entry. Travel advice can be obtained from government travel resources. Any costs or losses incurred due to a failure to meet requirements will be your sole responsibility and we are not responsible if you are unable to travel.
Delays, Missed Transport, and Travel Information
If you miss your flight or other transportation, experience a delay of over 3 hours, or face a cancellation, you must immediately contact us, the airline, and your insurer. A delay or cancellation of your flight does not automatically result in the cancellation of other arrangements. We are not responsible for delays due to reasons listed in clause 7 of these conditions, including passenger behaviour.
Laws and Regulations
Tour participants are expected to obey the laws and regulations of the visited countries. Failure to do so may result in the termination of our obligations.
Foreign Office Advice
You are responsible for familiarising yourself with Foreign Office advice on the safety of travel destinations and making informed decisions. Advice to avoid or leave a country may be considered Force Majeure.
Supplier Conditions
Many tour services are provided by independent suppliers and subject to their own terms and conditions, which will become part of your contract with us. Some terms may limit or exclude the supplier’s liability, usually in accordance with international conventions. Request copies of relevant terms from us or the supplier.
Jurisdiction and Law
These Booking Conditions and agreements are governed by Australian Common Law. Any disputes, claims, or matters arising between us will be dealt with by Australian Courts.
SECTION B – SINGLE SERVICE BOOKINGS
Please read this section in conjunction with Section A of these Booking Conditions.
1. Pricing & Inclusions / Exclusions
Price quotations are subject to change without notice, until a booking has been confirmed.
Prices do not include tips/gratuities to tour directors, drivers or local guides, baggage and personal insurance, any items of a personal nature and any beverages or food not specifically listed under the “Inclusions” for the Day Tour or single service you have booked.
2. If You Change Your Single Service Booking
All requests for modifications and amendments to your single service booking must be directed to us via email italytourco@gmail.com and we will process the request.
We charge an administration fee of $50AUD per person to amend or change the dates of an existing booking, as long as the request is received by us more than ten (10) days ahead of your confirmed travel date.
It is not possible to change or modify a special event, theatre or show ticket. Sales of these tickets are final and cannot be amended once your original purchase is confirmed.
All other date-change requests and amendments are subject to availability by our suppliers and/or service providers; we cannot guarantee the success of any date-change request. If you request a date change within ten (10) days or less of your confirmed travel date, we will attempt to honour your request; however, changes made ten days or less from your original travel date may be subject to an additional fee.
3. If You Change or Cancel Your Single Service Booking
If you or any other member of your party decides to cancel your confirmed single service booking you must notify us in writing and this request must be accompanied by an administration fee of $50AUD per person. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. The person to notify us of any cancellation must
be the same person that made the booking. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase.
Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges. Event, Attraction, Theatre, Show or Coupon Ticket are non-refundable in all circumstances.
4. If We Change or Cancel Your Single Service Booking
Occasionally our suppliers and/or service providers make changes to tour dates, prices, inclusions, coverage, age requirements, and other Day Tours or other single service features and/or requirements. As a result, we reserve the right to cancel, change or substitute any service, tour, ticket or product that you have booked with us, at any time, for any reason.
In such cases, if you are dissatisfied with the alternative arrangements offered (where we are able to offer alternative arrangements), you will be entitled to a refund of the original purchase price.
Notwithstanding the above, when we are informed in advance by our agents, service providers and/or suppliers of a significant change to a single service booking we make every reasonable effort to notify you as appropriate, in order to amend or re-issue the booking where feasible.
Very rarely, we may be forced by “force majeure” to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
5. Our Responsibilities
5.1. Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused.
Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.
5.2. We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
• the act(s) and/or omission(s) of the person(s) affected; or
• the act(s) and/or omission(s) of a third party unconnected
with the provision of the services contracted for and which were unforeseeable or unavoidable; or
• unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not
have been avoided even if all due care had been exercised; or
• an event which either we or suppliers could not, even with all due care, have foreseen or forestalled; or
• loss or damage to any luggage or personal possessions and money.
5.3. We limit the amount of compensation we may have to pay you if we are found liable under this clause: • loss of and/or damage to any luggage or personal
possessions and money. The maximum amount we will have
to pay you in respect of these claims is an amount equivalent
to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind.
5.4. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
5.5. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
5.6. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
5.7. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example, any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
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