Terms & Conditions
Terms and Conditions: Please read the following terms and conditions carefully.
This site is owned and operated by The Italian Connection Ltd and all packages are sold by The Italian Connection as an agent for Spirito Italiano Ltd ATOL 9613. Spirito Italiano is also a member of the Association of British Travel Agents (ABTA Y0465). When you buy an ATOL protected flight or flight inclusive holiday package, you will receive an ATOL Certificate. The Package Travel Regulations 2018 require us to provide security for the monies that you pay for the package holidays booked and for your repatriation in the event of our insolvency. We hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority, 45-59 Kingsway London WC2B 6TE (ATOL no. 0132). When you buy an ATOL protected air inclusive holiday or flight* from us you will receive a confirmation invoice from us (or via our authorised agent) confirming your arrangements and your protection under our ATOL. In the unlikely event of our insolvency, the CAA will ensure that you are not left stranded abroad and will arrange to refund any money you have paid to us for an advance booking. Please note: Not all holiday or travel services offered and sold by us will be protected by the ATOL scheme For further information, visit the ATOL website at www.atol.org.uk.
If you book arrangements which do not constitute a Package holiday as defined within The Package Travel Regulations 2018, the financial protection referred to above does not apply.
How We Work: We will receive your specific request and we will send you a bespoke proposal and will communicate with you and amend the details as indicated by you. Any booking will only be accepted once you, the client have returned your booking form and provided the relevant details as requested. Your booking form will also have the necessary details/terms regarding your specific booking. On receipt of your completed booking form, we will confirm your booking and issue a confirmation invoice which will have all the relevant details, date of arrival, number of nights, type of room, and full names of all the persons travelling. It is very important to bear in mind that it will not always be possible to provide you with the same pricing as far as your proposal is concerned and this is only down to the availability at the time of booking, so for example, if you receive the proposal and then you decide to book after 10 days, it is likely that prices will change or there will be no availability. We do encourage our clients to book as soon as possible after receiving the proposal. Once everything has been booked, we will issue a confirmation invoice. If you have booked a holiday package or flight-inclusive package, you will be invoiced by Spirito Italiano and if you have booked a single item, you will be invoiced by The Italian Connection.
Payment is required either by credit or debit card or bank transfer and 30% is payable on receipt of the confirmation invoice. The final balance will be due 8 weeks before departure. If however, the supplier has different contracts then this information will be passed on to you so please be advised that this rule may not apply. It is important to note that it is very difficult to provide you with standard terms as there are too many variations but you will be advised at every stage so that you can make a clear decision. Bookings for travel arrangements will not be accepted with less than 72 hours prior to the date of departure. Please check your details carefully before you book as incorrect or incomplete details may result in the booking being cancelled or amended.
Your Contract: The contract is between you the client and The Italian Connection Ltd (registered in England) if not a holiday package and between you the client and Spirito Italiano if it is a package. A contract is made when we receive your booking form. Once again, due to the nature of how we work, all our terms and conditions will be subject to your specific booking and this will be provided on your proposal and invoice.
Deposit Payment: Once you, the client receive the confirmation invoice, a non-refundable deposit will be due. The amount of deposit varies depending on the nature of your trip and will be confirmed to you before you book. Where bookings include flights with airlines that require full payment in advance of booking, the full price of the flight(s) will be included in the booking deposit and will be chargeable in the event of cancellation as a cancellation fee. Payments can be made by cheque, bank transfer, debit, or credit card.
Balance Payment: Full payment of the holiday for all persons travellling will be required 8 weeks prior to the travel date. The date the balance payment is due will be printed on your holiday confirmation/invoice. This condition will also apply to new bookings made within 8 weeks of the travel date when full payment is due at the time of booking.
Travel Insurance: It is important for you to ensure that you have adequate travel insurance. Please be advised that all our holidays are not inclusive of travel insurance. It is a condition of booking with us that you take out all the necessary travel insurance and that it is adequate and suitable for your particular needs. The cost of medical and other treatment overseas can be high, so please ensure that you are fully covered. Please check that any existing policy you might hold provides the correct level of cover and be sure to declare any medical conditions that might affect your entitlement in the event of a claim. It is essential and a condition of booking, that you take out a comprehensive travel insurance policy to cover you before, during, and after your trip. We will not be responsible for any costs incurred by you or any member of your party before, during or after your trip as a consequence of inappropriate or insufficient travel insurance being purchased.
Your Holiday Price: The price of your holiday is inclusive of taxes and where applicable, all additional fees and charges and other costs. Once the proposal is sent to you, it is important to note that because of its bespoke manner, costs may vary especially if there are delays on your part. Unless otherwise stated, your booking does not include visa fees, overseas airport taxes, overseas porterage or local taxes, levies, or other compulsory charges that require payment by you, directly. Where possible, we will advise you of any local charges that may be due.
Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors may occasionally occur. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake), within 7 days of the time of booking or as soon as reasonably possible. If a booking is already in place, you will have the choice to continue with the chosen itinerary at the corrected price or amend to a different holiday. We reserve the right to cancel the booking if you do not wish to accept the price that applies to your holiday or any quoted alternatives.
Accommodation And Other: We do not provide a star rating with all our properties as we do not find this to be an adequate way of describing the hotels. All our clients will be provided with a direct link to the web site where possible or as many pictures as possible for other accommodation. We will also provide you with client reviews where necessary and available. Further details regarding what to expect, can be found in our Essential Guide To Italy. The Italian Connection Ltd does not endorse or recommend any particular accommodation or travel product so you, our client will be provided with different options.
If You Change Your Booking: If you wish to make any changes to your holiday, such changes must be requested in writing and any changes that we agree to make will only be effective on the date we issue you with a new holiday confirmation invoice. Any request for change will be subject to an amendment fee of up to £ 75 plus any additional costs incurred in making changes to the booking. Please note: Amendments to names of passengers travelling on scheduled flights, once tickets have been booked and issued, clients will incur a cancellation charge of 100% of the ticket value.
If You Cancel Your Booking: If you or any member of your party have to cancel the holiday or any of the prepaid arrangements, or if we have to cancel your holiday because the confirmation invoice has not been paid by the due date, then you will incur cancellation charges based on percentages of the total holiday cost as shown below, (however, it is important to also bear in mind that if the holiday provided was non-refundable the terms below may vary).
More than 70 days: Deposit only
70 – 48 days: 50%
48 – 28 days: 75%
28 – 0 days: 100%
Booking fees if any have been charged are non-refundable.
Please be advised that the cancellation date is the date that we receive written notice of the cancellation in our office, signed by the person who sent the booking form. We will issue a cancellation invoice within two weeks of receiving the written cancellation request. Cancellation charges are likely to increase the closer to the departure date that the cancellation is made and may well be up to 100% of the total price of your booking and you should contact us as soon as possible. Please note that if the reason for your cancellation is covered under the terms of your insurance policy, you should be able to reclaim some or all of the cancellation charges. Please ensure that you speak to your insurance provider. We will also advise you of any cancellation details within your proposal.
If We Make Changes To Your Booking: Arrangements for all of the holidays provided, are made many months in advance, therefore there may be occasions when we will need to make changes, which we reserve the right to do at any time. Generally, these changes are minor, and we will notify you when the final documents are sent. A major change to the contract is one which would involve a significant change to the holiday, such as a change of destination or UK airport (except between London Heathrow and Gatwick), overseas resort, or an accommodation of a lower category than booked. If a major change becomes necessary after we have confirmed the booking, we will inform you immediately changes are notified to us and offer you the following choice of:
a. Accepting the altered arrangements
b. An alternative holiday of at least a comparable standard if available
Sometimes it may be necessary to cancel your arrangements because of reasons of force majeure and we must reserve the right to cancel your arrangements in these circumstances at any time up to departure.
Force Majeure: What is force majeure - force majeure means circumstances such as war, the threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, the action of government or regulatory authorities, mechanical or technical failure, flood, damage to the property, viruses, and pandemics or other matters beyond our control. We reserve the right to make changes to your arrangements for reasons of force majeure as we consider necessary. We will also be complying with the guidelines issued by the Foreign Office and we reserve the right to cancel the holiday if it is deemed by the Foreign Office that a destination is totally unsafe for the purposes of a holiday or travel. If the FCO advises that it is safe to travel to these destinations however you do not want to and cancel the holiday, you will not be refunded.
Building Work: If we are advised of building work which in our opinion may affect the overall enjoyment of your holiday we aim to tell you before you leave and will provide you with the opportunity to change the holiday to another property. We cannot provide this advice on bookings made within 10 weeks of the departure date.
Car Hire: Car hire can be changed or amended but please be advised that once the voucher has been issued a 100% cancellation fee will apply. Your voucher confirms that we have placed your reservation with a car hire company and that you have prepaid for the rental detailed on the voucher, but it is not a rental agreement. When you pick up your vehicle, you will be required to sign a rental agreement provided by the car hire company, which will be subject to local laws and your contract will be direct with the car hire company and not with us. Most car hire companies have drop-off fees so if pick up is in Verona for example but you are dropping off in Rome, you may be liable to a fee. Also, any requirements for example GPS, Automatic car, or other, must be communicated to us in writing. On certain occasions, especially in high season, the car booked may either not be available or there may be a delay in picking it up. Please ensure that you deal with this situation onsite.
Private Transfers & Tailor-Made Sightseeing Tours and excursions, Wine Tastings, Cooking Courses etc…: For private transfers and tailor-made sightseeing tours,, full details regarding cancellations will be dealt with in your proposal. Once the tour with the principal is confirmed, any changes may be possible subject to availability and subject to us receiving full written confirmation from you. Please review the Essential Guide for further details. It may not be possible for the services to be cancelled however we will advise you if this is the case.
If You Have A Problem At Your Destination: If you have a problem when you are on holiday you must report this to our representative which could be the hotel reception, the villa owner, the guide and so forth. This must be done immediately. They will work with you to prevent your holiday from being spoilt. We are unable to consider any claims for compensation when neither our office, local representatives as indicated above has been given an opportunity to put the matter right whilst you are on holiday. In the unlikely event that the problem cannot be resolved to your satisfaction in the resort, then you must write to us within 21 days of the scheduled date of return from the holiday, advising us of the action taken in the resort and the names of the people to whom the matter was reported. It is essential to note that your first point of contact should be the service provider in Italy.
Our Responsibility: We arrange contracts for accommodation and other arrangements through suppliers whom we have taken reasonable care to make sure we have a good reputation and run safe and efficient businesses. With at least 90% of our suppliers, we have been working together for over 20 years. We will monitor and control the performance of our suppliers and judge their performance against the standards and customs in the country where the services are provided. We will pay compensation if those suppliers fail to provide the services they agreed to supply as part of the package originally sold to you or show negligence. We will however not be held responsible for the shortfall in local safety regulations or standards. We cannot accept liability in the following circumstances:
a. If any member of your party is at fault.
b. If the issue is to do with local safety standards which are different to English standards.
c. If the failure is the fault of someone else not connected with providing the services which make up the holiday which we have confirmed to you.
d. Any unusual circumstances beyond our control, which we could not have avoided even if we had used all care possible. In respect of travel by air, sea, and rail, and the provision of accommodation our liability will be limited in the manner provided by the relevant international convention.
e. Any fault of your own
Please take note that we are not responsible for flight delays, loss of luggage, flight cancellations, medical expenses, emergency evacuations etc, this should be covered by your Travel Insurance. If you are taking part in activities for example sailing, scuba diving, rock climbing, or anything which comes under "hazardous" sports or activities which you feel could lead to difficulties, it is important that you discuss this with your travel insurance and ensure that you are fully covered.
English Law: The contract is made on the terms of these booking conditions and are governed by English law and the jurisdiction of English courts.
Behaviour: Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, tour leader or other person in authority, your behaviour is causing or is likely to cause danger, upset or damage to property or is persistently affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen no refund or compensation would be paid and we will have no further responsibility for your holiday arrangements including return travel.
Special Requests: Whilst we will endeavour to comply with any special requests we receive for example, airline seating, dietary requirements, specific room types and we will pass any special requests (which must be received in writing) to the relevant supplier. However, we are unable to guarantee compliance with such requests and are not liable for any loss suffered in the event of such requests not being complied with.
Booking: The person requesting a booking, warrants with us that he/she has the authority of all persons named on the booking form to contract on their behalf for all the services requested and any subsequent alteration or cancellation.
Travel Documents: It is your responsibility to ensure you and all members of your party with whom you are travelling have valid travel documents. If we or your carrier are fined or if we need to rebook certain services, as a result of you or a member of your party holding incorrect documents, we will ask you to pay the amount and also any admin costs we have incurred.
All our travel documents are sent by email only.
Complaints: If you are not happy with our arrangements, please inform our representatives or the relevant supplier which could be the hotel or villa owner or the car hire company immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us so that we can remedy the problem and make any alternative arrangements that may be necessary. This must be done by phone – 0044 1424728900 or 0044 7877739828. Please contact us by phone only if you have tried to resolve the issue on-site but are not happy with the outcome. If the problem is still not resolved upon your return, please write to our complaints department within 21 days giving us your booking reference and any other information. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint at the time the problem occurred and this may affect your rights under the contract. Dealing with complaints can take up to 28 days however we will try to resolve matters as soon as possible.
ALL YOU NEED TO KNOW ABOUT THE BOOKING PROCESS
To secure your booking, please ensure that you book early
To book you can call on 01424 728900. If we do not answer please ensure that you leave a message with your name and contact number and a brief message and we will ensure that we call you back within 48 hours
We are always available by email
Make sure that you have the right travel insurance
All the properties we recommend have been inspected by ourselves and our partners in Italy. If we do not have the information requested we will contact the property and will then advise you
It is important when making the booking to inform us of the dates of travel, departure point, duration of the holiday, the number of people travelling, age of the children, and any specific requirements.
Once we have provided you with the proposal and you have agreed to the terms, we will then send you the booking form which will require card details as a guarantee. We will advise you in the proposal which of the services are non-refundable.
What does non-refundable mean and why? This means that once the service is booked, we are obliged to pay for this part of the package and if you cancel at a later stage, we will be unable to refund you. If you do not pay the deposit or decide you do not wish to go ahead, we will deduct the monies from the card provided. The reason we suggest non-refundable items is that at the time of the booking, these services are provided as a special offer, so to ensure that you get the best deal possible, we recommend that you opt for this type of booking. If you do not wish to opt for the non-refundable, this will mean that we will have to requote the proposal. On occasions, the non-refundable item may not be available when it comes to booking the service and we will advise you of this and any extra costs to consider.
Once we have booked your holiday, a confirmation invoice will be sent to you with full details of your holiday which at this stage will also act as an itinerary for you so that you have all the details regarding your trip. Make sure that you check the confirmation invoice and any errors, please ensure that you advise us as soon as possible. Ensure that you check all the names, initials, etc.
On receipt of the booking form, we will require a non-refundable deposit of 30%
Passports and visas. It is important that it is all up to date and you must have valid documents. In the event that you do not and you or one of your party cannot travel, we will not accept responsibility. Consult the relevant page on the FCO website in the first instance https://www.gov.uk/foreign-travel-advice 12
As far as health requirements, consult the relevant page on the FCO website in the first instance https://www.gov.uk/foreign-travel-advice
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