Terms and Conditions

**Last Updated: March 2026**

These General Terms and Conditions, together with the description of the travel proposals (online or printed) or in the separate travel programme, and the booking confirmation sent by the organiser to the seller as the traveller’s agent, constitute an integral part of the tourist package contract. The traveller is deemed to have read and accepted, on behalf of themselves and all persons listed in the contract, the tourist package contract as regulated herein, the notices and conditions contained therein, and these General Terms and Conditions.

1.Legislative Framework

The sale of tourist packages and linked travel arrangements is governed by the Italian Tourism Code (Arts. 32–51-novies), as amended by Legislative Decree No. 62/2018 implementing EU Directive 2015/2302 and subsequent amendments, and by the provisions of the Italian Civil Code on transport and agency, where applicable.

2. Regulatory Status

VM Travel Srls is registered in the Tourist Operators Registry pursuant to applicable legislation and operates as organiser and seller of tourist packages.

The organiser and seller established in Italy must hold a civil liability insurance policy in favour of the traveller covering damages arising from breach of their respective contractual obligations.

Tourist package contracts are covered by insurance policies or bank guarantees which, in the event of insolvency or bankruptcy of the organiser or seller, guarantee — without delay upon the traveller’s request — the refund of the price paid for the package and, where the package includes transport, the traveller’s immediate repatriation, as well as, where necessary, the payment of board and lodging prior to repatriation.

VM Travel Srls is covered by insurance policy NOBIS PROTECTION TURISMO No. 204382836 to protect the traveller in the event of insolvency or bankruptcy.

3. Definitions

For the purposes of this contract, the following definitions apply:

  • 'traveller': any person who intends to conclude a contract, concludes a contract, or is authorised to travel on the basis of a tourist package contract or linked travel arrangement;
  • 'professional': any natural or legal person, public or private, who, within the scope of their commercial, industrial, craft or professional activity, acts in tourist package or linked travel arrangement contracts, directly or through another person acting in their name or on their behalf;
  • 'organiser': a professional who combines packages and sells or offers them for sale, directly or through another professional;
  • 'seller': a professional, other than the organiser, who sells or offers for sale packages assembled by an organiser;
  • 'durable medium': any instrument enabling the traveller or the professional to store information addressed personally to them in a way accessible for future reference, allowing unchanged reproduction of the stored information;
  • 'unavoidable and extraordinary circumstances': a situation beyond the control of the party invoking such a situation, the consequences of which could not have been avoided even if all reasonable measures had been taken;
  • 'lack of conformity': failure to perform or improper performance of the travel services included in a package;
  • 'minor': a person under the age of 18;
  • 'return': the traveller’s return to the place of departure or another place agreed by the contracting parties.

4. Scope of Application

These General Terms and Conditions apply to all tourist package contracts concluded between VM Travel Srls and the traveller, regardless of the method of conclusion (online, in-agency, off-premises, or by telephone).

For individual travel services not qualifying as a tourist package under the Tourism Code, the general conditions of the individual service provider apply. In such cases VM Travel Srls acts as intermediary and responsibility for proper performance lies with the service provider.

5. Pre-Contractual Information – Technical Sheet

5.1 Pre-contractual information

Before the conclusion of the tourist package contract, VM Travel Srls provides the traveller with the relevant standard information form and communicates the following information:

  • the main characteristics of the travel services (destination, itinerary, periods of stay, means of transport, accommodation, meals, included excursions, language of services, suitability for persons with reduced mobility);
  • trade name, address, telephone contacts and certified email of VM Travel Srls;
  • the total price of the package inclusive of taxes and all charges, fees and additional costs;
  • payment arrangements, including deposit amount, balance schedule and financial guarantees;
  • the minimum number of persons required for the package and the deadline for notification if not reached;
  • general information on passport, visa and health requirements of the destination country;
  • information on the right of withdrawal and applicable charges;
  • information on optional or compulsory travel insurance;
  • details of insolvency protection coverage (NOBIS PROTECTION TURISMO No. 204382836);
  • identity of the operating air carrier, where known at the time of booking.

5.2 Contracts concluded by telephone

For tourist package contracts concluded by telephone, VM Travel Srls provides the traveller with the information set out in the standard information form referred to in Annex A, Part II, of the Italian Tourism Code.

5.3 Schedules and variations

Flight times and routes indicated at the time of booking may be subject to change as they are subject to subsequent validation. Final flight times will be communicated in the days preceding departure and return. Charter flights are by definition not subject to a systematic timetable.

6. Purchase Proposal – Bookings

At the time of conclusion of the contract, or as soon as possible thereafter, VM Travel Srls provides the traveller with a copy or confirmation of the contract on a durable medium. The contract is deemed concluded only when the organiser sends written confirmation (including by electronic means) to the traveller or seller.

The traveller must communicate any specific requests before booking; such requests are binding only if set out in writing in the contract and accepted by the organiser.

Travel documents (vouchers, tickets) will be delivered in good time before departure. The traveller is required to verify their accuracy and to report any errors immediately.

Excursions and services purchased and paid by the traveller at the destination are outside the scope of this contract and do not entail any liability for VM Travel Srls.

7. Payments

At the time of signing the contract, the following amounts are due: the registration or file management fee and the deposit in the amount indicated, paid as a confirmatory deposit and advance on the price.

The balance must be paid by the deadline established by VM Travel Srls in the booking confirmation. Failure to pay by the due dates will result in automatic termination of the contract by operation of law, with written notice by email or certified email (PEC).

8. Price and Price Revision

The price of the tourist package is determined in the contract. It may be revised upwards or downwards exclusively as a result of changes in:

  • the price of passenger transport in relation to the cost of fuel or other energy sources;
  • the level of taxes and fees on travel services included in the contract imposed by third parties not directly involved in the performance of the package;
  • exchange rates relevant to the package.

A price increase is only possible upon prior communication on a durable medium at least 20 days before the start of the package. If the increase exceeds 8% of the total package price, Art. 9.2 applies.

9. Modifications, Organiser’s Withdrawal or Cancellation Before Departure

Before the start of the package, VM Travel Srls may unilaterally modify conditions of minor importance, communicating them to the traveller on a durable medium.

In the event of significant modifications (including a price increase exceeding 8%), the traveller may accept the modifications or withdraw without charge within the deadline indicated in the notification, with the right to a substitute package of equivalent or higher quality.

VM Travel Srls may withdraw from the contract with full refund, without additional compensation, if:

  • the minimum number of participants is not reached and notification is given within the required timeframes (20 days for trips >6 days; 7 days for trips of 2–6 days; 48 hours for trips <2 days);
  • unavoidable and extraordinary circumstances prevent performance of the contract.

10. Traveller’s Right of Withdrawal

The traveller may withdraw from the contract at any time before the start of the package, subject to payment of the withdrawal charges established by VM Travel Srls, which vary depending on the destination and the timing of withdrawal relative to the departure date.

Withdrawal charges are not applicable where unavoidable and extraordinary circumstances occurring at the destination significantly affect performance of the package; in such cases the traveller is entitled to a full refund.

For contracts concluded off-premises, the traveller has the right to withdraw within 5 days of conclusion of the contract without penalty, except in the case of significantly reduced fares compared to current offers.

11. Modifications After Departure

If, due to circumstances beyond VM Travel Srls’s control, it is impossible to provide a significant part of the contracted services after departure, adequate alternative solutions of equivalent or higher quality will be offered at no additional cost. Where the alternatives involve a package of lower quality, the traveller is entitled to an appropriate price reduction.

Where it is impossible to ensure the traveller’s return as agreed, VM Travel Srls shall bear the cost of necessary accommodation, where possible of equivalent category, for a period not exceeding 3 nights per traveller, unless a longer period is provided for by applicable EU passenger rights legislation.

12. Substitution and Transfer of Contract

The traveller may transfer the contract to another person provided that: VM Travel Srls is informed no later than 7 days before departure; the transferee meets all requirements (passport, visas, etc.); and the administrative transfer fees are paid. The transferor and transferee are jointly liable for payment of the outstanding balance and any additional charges.

13. Traveller’s Obligations

Travellers are responsible for:

  • verifying the validity of their travel documents (passport, visas, health certificates) before departure;
  • consulting the official information of the Italian Ministry of Foreign Affairs at www.viaggiaresicuri.it for updates on safety, health and formalities at the destination;
  • communicating their nationality to VM Travel Srls before booking;
  • notifying the seller of any specific needs (disability, allergies, medical requirements) before booking;
  • promptly reporting to the organiser any lack of conformity identified during the trip.

VM Travel Srls is not liable for failure to depart due to incomplete or irregular documentation. Minors must hold a valid individual travel document.

14. Hotel Classification

The official classification of accommodation facilities is provided on the basis of the indications of the competent authorities of the country in which the service is rendered. Where no official classification recognised by competent public authorities is available, VM Travel Srls reserves the right to provide its own description of the accommodation to allow the traveller to evaluate and accept it.

15. Organiser’s Liability for Improper Performance of the Package

VM Travel Srls is liable for the performance of all travel services included in the contract, regardless of whether such services are to be performed by VM Travel Srls itself, by its employees or agents acting in the exercise of their functions, by third parties whose services it uses, or by other travel service providers, pursuant to Art. 1228 of the Italian Civil Code.

The traveller shall inform VM Travel Srls promptly, pursuant to Arts. 1175 and 1375 of the Italian Civil Code, of any lack of conformity identified during the performance of a travel service, including through the seller. Notification must be made without undue delay in order to enable VM Travel Srls to remedy the situation.

If a service is not performed in accordance with the contract, VM Travel Srls shall remedy the lack of conformity unless this is impossible or entails disproportionate costs. If remedy is not provided within a reasonable period set by the traveller, the traveller may remedy the lack of conformity personally and request reimbursement of reasonable and documented expenses.

Where the lack of conformity constitutes a material non-performance and is not remedied within a reasonable period, the traveller may terminate the contract without charge, with the right to repatriation and, where applicable, compensation for damages.

16. Price Reduction and Compensation for Damages

The traveller is entitled to an appropriate price reduction for the period during which there was a lack of conformity, unless VM Travel Srls demonstrates that the lack of conformity is attributable to the traveller.

The traveller is entitled to receive compensation from VM Travel Srls for any damage suffered as a result of a lack of conformity. Compensation is not due if VM Travel Srls demonstrates that the lack of conformity is attributable to the traveller, to a third party unconnected with the provision of the contracted travel services, or to unavoidable and extraordinary circumstances.

Compensation is limited, except for personal injury or damages caused intentionally or through negligence, to an amount not less than three times the total price of the package.

17. Duty of Assistance

VM Travel Srls shall provide adequate assistance without undue delay to a traveller in difficulty, in particular by providing appropriate information regarding health services, local authorities and consular assistance, and by assisting the traveller in making remote communications and finding alternative travel services.

The traveller may address messages, requests or complaints relating to the performance of the package to the seller through whom the package was purchased, who shall promptly forward them to VM Travel Srls.

18. Seller’s Liability

The seller is solely responsible for the performance of the mandate conferred by the traveller under the travel intermediation contract, with the diligence required for the exercise of the corresponding professional activity, regardless of whether performance is rendered by the seller directly, by its employees or agents, or by third parties.

19. Cancellation and Repatriation Insurance

If not expressly included in the price, it is possible and advisable to take out, at the time of booking, special insurance policies covering withdrawal costs, as well as expenses arising from accidents, illness, repatriation, and loss or damage to luggage.

Rights arising from insurance contracts must be exercised by the traveller directly with the insurance company, in accordance with the terms and conditions of the relevant policy, paying particular attention to claim notification deadlines, deductibles, limitations and exclusions.

20. Complaints and Alternative Dispute Resolution

The traveller must promptly report any lack of conformity during the trip, also through the seller. Upon return, complaints must be submitted in writing to VM Travel Srls within 10 days of the end of the package, to the certified email address: vmtravel@legalmail.it.

VM Travel Srls provides the traveller with information on complaint handling procedures and alternative dispute resolution (ADR) mechanisms pursuant to Legislative Decree No. 206/2005, as well as the online dispute resolution platform pursuant to EU Regulation No. 524/2013 (ODR Platform: https://ec.europa.eu/consumers/odr).

Competent court: Court of Genova, Italy, unless otherwise agreed by the parties. This contract is governed by Italian law.

21. Traveller Guarantees

VM Travel Srls holds a civil liability insurance policy in favour of the traveller covering damages arising from breach of contractual obligations.

The insolvency protection policy is NOBIS PROTECTION TURISMO No. 204382836. In case of need, the traveller may contact the insurance company directly to request a refund of the amount paid and/or repatriation assistance.

22. Individual Travel Services and Linked Travel Arrangements

Contracts covering only a transport service, only accommodation, or any other separate travel service do not constitute a tourist package and do not benefit from the protections afforded by the Italian Tourism Code. In such cases, the general conditions of the individual service provider apply.

In the case of linked travel arrangements, the traveller benefits from protection aimed at refunding payments received for services not performed due to the insolvency of the professional who collected the traveller’s payments. This protection does not cover insolvency of the individual service provider.

Privacy Policy

**Last Updated: March 2026**

Data Controller

VM Travel Srls, Via Merano 4/3, 16145 Genova (GE) – Italy

VAT No. / Tax Code: 03054730993

Certified Email (PEC): vmtravel@legalmail.it

Data Collected

VM Travel Srls may collect the following personal data:

  • full name, email address, telephone number;
  • company information for business clients;
  • travel preferences and booking details;
  • payment information (processed through certified secure systems);
  • browsing data via technical and analytical cookies.

Personal data is processed for the following purposes:

  • performance of the contract and management of bookings (legal basis: Art. 6(1)(b) GDPR – contractual performance);
  • compliance with legal and fiscal obligations (legal basis: Art. 6(1)(c) GDPR – legal obligation);
  • commercial and promotional communications, subject to consent (legal basis: Art. 6(1)(a) GDPR – consent);
  • improvement of services and website (legal basis: Art. 6(1)(f) GDPR – legitimate interest).

Sharing of Data

  • Data may be shared, to the extent strictly necessary, with:
  • travel service providers (hotels, airlines, transport operators, event venues);
  • insurance companies (e.g. NOBIS PROTECTION TURISMO);
  • competent authorities, where required by law.

Cookies

The website uses technical cookies necessary for its operation and analytical cookies for aggregated statistical analysis. Profiling cookies require the user’s explicit consent via a dedicated banner. Users may manage their preferences through browser settings.

Data Retention

Personal data is retained only for as long as necessary for the stated purposes, in compliance with applicable legal obligations (e.g. fiscal and accounting obligations: 10 years).

Data Subject Rights

Pursuant to Arts. 15–22 GDPR, the data subject has the right to:

  • access their personal data;
  • request rectification of inaccurate data;
  • request erasure of data (‘right to be forgotten’);
  • request restriction of or object to processing;
  • request data portability.

Requests may be sent to: vmtravel@legalmail.it

The data subject also has the right to lodge a complaint with the Italian Data Protection Authority (Garante per la Protezione dei Dati Personali – www.garanteprivacy.it) or with the supervisory authority of their country of residence.

Refund Policy

**Last Updated: March 2026**

1. Cancellation by the Traveller

In the event of withdrawal from the contract before departure, the following standard cancellation charges apply, calculated on the total package price:

  • up to 45 days before departure: full refund, except for the registration / file management fee;
  • 44 to 30 days before departure: 25% cancellation charge;
  • 29 to 21 days before departure: 50% cancellation charge;
  • 20 to 10 days before departure: 75% cancellation charge;
  • 9 days to departure date, or no-show: 100% cancellation charge.

The above charges are standard and indicative. For specific packages (long-haul destinations, peak season, special events), different conditions may apply and will be stated in the specific contract.

2. Non-Refundable Services

The following services are considered non-refundable once confirmed, unless otherwise stated in the specific contract:

  • special events and congress bookings (MICE);
  • destination weddings and ceremonies;
  • bespoke luxury packages where supplier payments have already been made;
  • group bookings where deposits have already been remitted to suppliers;
  • airline tickets on non-refundable fares.

The traveller will always be informed in advance and in writing where a service is non-refundable.

3. Cancellation by the Supplier

In the event of cancellation by a service provider due to operational reasons, VM Travel Srls will, where possible, offer an alternative service of equivalent or higher quality. If this is not possible, VM Travel Srls will assist the traveller in recovering a refund from the provider. Refund timelines depend on individual supplier policies and will be communicated to the traveller within 14 days of the request.

4. Force Majeure and Extraordinary Circumstances

In the event of cancellations or delays caused by unavoidable and extraordinary circumstances (natural disasters, government restrictions, pandemics, political instability, transport disruptions), refunds depend on the policies of individual suppliers. VM Travel Srls undertakes to manage the matter in the traveller’s interest, providing updates within 14 days.

Pursuant to the Italian Tourism Code and EU Directive 2015/2302, the traveller has the right to withdraw without penalty in the event of extraordinary circumstances significantly affecting the performance of the package at the destination.

5. Refund Processing Times

Approved refunds will be processed via the original payment method within 14 days of VM Travel Srls confirming the right to a refund, subject to different technical timelines of financial institutions or involved suppliers.

23. Severability

If any provision of these General Terms and Conditions is found to be invalid, void or unenforceable under applicable law, the remaining provisions shall remain in full force and effect. The invalid or void provision shall be replaced, where possible, by a valid provision that most closely reflects the original economic intention of the parties.

MANDATORY NOTICES

Pursuant to Art. 17 of Italian Law No. 48/2006, please be informed that Italian law punishes imprisonment with offences relating to prostitution and child pornography, even when committed abroad.
Pursuant to Art. 11(2) of EU Regulation No. 2111/05: where the identity of the operating air carrier is not known at the time of booking, the traveller will be informed as soon as the identity is confirmed, including any operational ban in the European Union.

VM Travel Srls – Via Merano 4/3, 16145 Genova, Italy – VAT No. 03054730993

PEC: vmtravel@legalmail.it – Insurance Policy NOBIS PROTECTION TURISMO No. 204382836