Enruta360
Open road through the mountains

General terms and conditions of tourist packages

General contract conditions for the sale of tourist packages by Enruta360 S.r.l.

Valid for departures from 01.08.2026 to 01.08.2027

In the event of any conflict between this English translation and the Italian original, the Italian version shall prevail.

CONTENT OF THE PACKAGE TRAVEL CONTRACT

An integral part of the package travel contract, in addition to the general conditions that follow, is the description of the tourist package contained in the catalogue (online or paper), or in the separate travel programme, as well as the booking confirmation that is sent by the organiser to the seller, as agent of the traveller, and the latter shall have the right to receive it from the same. In signing the proposal for the purchase and sale of a tourist package, the traveller must bear well in mind that it is deemed read and accepted, for themselves and for the persons indicated in the contract, both the package travel contract as regulated therein, and the notices and conditions contained therein, and these general conditions.

1. LEGISLATIVE SOURCES

The sale of tourist packages and linked travel services is governed by the Codice del Turismo (Italian Tourism Code) (arts. 32-51-novies) as amended by Legislative Decree 62/2018 implementing EU Directive 2015/2302 and subsequent amendments thereto and by the provisions of the Codice Civile (Italian Civil Code) on transport and mandate, insofar as applicable.

2. ADMINISTRATIVE REGIME

The organiser and the seller of the tourist package to whom the traveller turns must be authorised to carry out their respective activities under the legislation in force, including regional or municipal, and operate in accordance with what is provided therein. The organiser and the seller established on Italian territory must be covered by a civil liability insurance contract in favour of the traveller for compensation of damages arising from the breach of the respective obligations assumed under their respective contracts. Contracts for the organisation of a tourist package are backed by insurance policies or bank guarantees which, in cases of insolvency or bankruptcy of the organiser or of the seller, guarantee, without delay at the request of the traveller, the refund of the price paid for the purchase of the package and the immediate repatriation of the traveller where the package includes the traveller’s transport, as well as, if necessary, the payment of board and lodging before repatriation. This obligation also applies to traders who facilitate linked travel services, for the refund of all payments they receive from travellers.

Technical Organisation: Enruta360 S.r.l.

  • Administrative authorisation: SCIA prot. no. 2025.6518 of 21.10.2025

  • Civil liability insurance policy “Nobis Erreci” no. 204227927

  • Holiday Fund protection “Nobis Protection” no. 204228669 for insolvency or bankruptcy

These conditions are valid for departures from 01.08.2026 to 01.08.2027

3. DEFINITIONS

For the purposes of this contract the following meanings apply:

a) “traveller”: anyone who intends to conclude a contract, concludes a contract or is authorised to travel on the basis of a package travel contract or linked travel service;

b) “trader”: any natural or legal person, public or private, who, in the course of their commercial, industrial, craft or professional activity, acts, in package travel or linked travel service contracts, including through another person acting in their name or on their behalf, in the capacity of organiser, seller, trader who facilitates linked travel services or provider of tourist services, pursuant to the legislation in force;

c) “organiser”: a trader who combines packages and sells or offers them for sale directly or through or together with another trader, or the trader who transmits the data relating to the traveller to another trader in accordance with letter c), number 2.4) of art. 33 of the Codice del Turismo;

d) “seller”: the trader other than the organiser who sells or offers for sale packages combined by an organiser;

e) “establishment”: the establishment defined by Article 8(1)(e) of Legislative Decree of 26 March 2010, no. 59;

f) “durable medium”: any instrument that allows the traveller or the trader to store information addressed personally to them in a way that is accessible for future reference for a period of time adequate for the purposes of the information and that 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”: a failure to perform the tourist services included in a package;

i) “minor”: a person below the age of 18 years;

l) “repatriation”: the traveller’s return to the place of departure or to another place agreed by the contracting parties.

4. NOTION OF TOURIST PACKAGE AND LINKED TRAVEL SERVICE

4.1. “Tourist package” means the combination of at least two different types of tourist services (namely: 1. the carriage of passengers; 2. accommodation which is not an integral part of the carriage of passengers and is not intended for residential purposes or for long-term language courses; 3. the rental of cars, other motor vehicles or motorcycles requiring a category A driving licence; 4. any other tourist service that is not an integral part of one of the tourist services referred to in numbers 1), 2) or 3), and is not a financial or insurance service, nor qualifies as an “ancillary tourist service”) for the purpose of the same trip or holiday, if at least one of the following conditions is met:

  1. those services are combined by a single trader, including at the request of the traveller or in accordance with the traveller’s selection, before a single contract for all services is concluded;

  2. those services, even if concluded with separate contracts with individual tourist service providers, are:

2.1) purchased from a single point of sale and selected before the traveller agrees to pay;

2.2) offered, sold at a total or inclusive price;

2.3) advertised or sold under the term “package” or a similar term;

2.4) combined after the conclusion of a contract by which the trader entitles the traveller to choose among a selection of different types of tourist 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 one or more other 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 tourist service;

4.2. “Linked travel service” means at least two different types of tourist services purchased for the purpose of the same trip or holiday, not constituting a package, and involving the conclusion of separate contracts with the individual tourist service providers, if a trader facilitates, alternatively: 1) on the occasion of a single visit or contact with their point of sale, the separate selection and separate payment of each tourist service by travellers; 2) the targeted purchase of at least one additional tourist service from another trader when that purchase is concluded within 24 hours of the confirmation of the booking of the first tourist service.

5. INFORMATION TO THE TRAVELLER - TECHNICAL SHEET

5.1. Before the conclusion of the package travel contract or a corresponding offer the organiser and the seller provide the traveller with the relevant “standard information form” and communicate to the traveller the following information:

a) the main characteristics of the tourist services, such as: 1) the travel destination(s), itinerary and periods of stay with corresponding dates and, if accommodation is included, the number of nights included; 2) the means, characteristics and categories of transport, the places, dates and times of departure and return, the duration and places of intermediate stops and connections; where the exact time is not yet determined, the organiser and, where applicable, the seller, inform the traveller of the approximate time of departure and return; 3) the location, main characteristics and, where applicable, the tourist category of the accommodation according to the rules of the country of destination; 4) the meals provided; 5) visits, excursions or other services included in the total agreed price of the package; 6) tourist services provided to the traveller as a member of a group and, in that case, the approximate size of the group; 7) the language in which the services are provided; 8) whether the trip or holiday is 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;

b) the trading name and geographical address of the organiser and of the seller, their telephone numbers and e-mail addresses;

c) the total price of the package inclusive of taxes and all additional fees, charges and other costs, including any administrative and file-handling expenses, or, where those cannot reasonably be calculated before the conclusion of the contract, an indication of the type of additional costs which the traveller may still have to bear;

d) the arrangements for payment, including any amount or percentage of the price to be paid as a deposit and the timetable for payment of the balance, or the financial guarantees which the traveller is required to pay or provide;

e) the minimum number of persons required for the package and the time-limit referred to in Article 41(5)(a) before the start of the package for the possible termination of the contract if that number is not reached;

f) general information on passport and visa requirements, including approximate periods for obtaining visas, and health formalities of the country of destination;

g) information on the traveller’s right to withdraw from the contract at any time before the start of the package in return for payment of appropriate withdrawal fees or, if provided, of the standard withdrawal fees required by the organiser;

h) 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;

i) the details of the protection cover in the event of insolvency or bankruptcy as well as of the civil liability insurance contract in favour of the traveller;

l) information on the identity of the operating air carrier, where not known at the time of booking, pursuant to art. 11 of Regulation (EC) 2111/05 (Art. 11(2) of Regulation (EC) 2111/05: “If the identity of the operating air carrier or air carriers is not yet known at the time of reservation, the air carriage contractor shall ensure that the passenger is informed of the name of the air carrier or air carriers that will operate as operating air carrier(s) for the flight or flights concerned. In such a case, the air carriage contractor shall ensure that the passenger is informed of the identity of the operating air carrier or air carriers as soon as their identity is established and of any operating ban in the European Union”

5.2. For package travel contracts concluded by telephone, the organiser or the trader provides the traveller with the information provided for by the “standard information form” referred to in Annex A, Part II, of the Codice del Turismo.

5.3. In view of the considerable advance with which catalogues reporting information relating to the methods of use of the services are published, it is specified that the times and routes of the flights indicated in the acceptance of the proposal for the purchase and sale of the services may be subject to variation as they are subject to subsequent validation; the definitive flight times will be communicated in the days preceding departure and return. It is specified that charter flights are not, by definition, subject to systematic timetable programming.

5.4. As provided by art. 6.2 of Regulation (EC) 2027/97, at the request of passengers information will be provided on the provisions regarding the liability of the Community air carrier for damage in the event of death, wounding and personal injury, on insurance coverage obligations, as well as information on the timing of advance payments to the natural person entitled to compensation.

6. PURCHASE PROPOSAL - BOOKINGS

6.1. Upon conclusion of the package travel contract or, in any event, as soon as possible, the organiser or the seller provides the traveller with a copy or a confirmation of the contract on a durable medium.

6.2 The traveller is entitled to a paper copy if the package travel contract has been concluded in the simultaneous physical presence of the parties.

6.3. As regards contracts negotiated away from business premises, defined in Article 45(1)(h) of Legislative Decree of 6 September 2005, no. 206, a copy or the confirmation of the package travel contract is provided to the traveller on paper or, if the traveller agrees, on another durable medium.

6.4. The package travel contract is deemed perfected, with consequent conclusion of the contract, only at the moment when the organiser sends confirmation, including by telematic system, to the traveller care of the seller

6.5 The traveller must communicate to the seller, before booking, any specific requests which are considered the subject of the contract only if possible, set out in writing in the contract and accepted by the organiser.

6.6 Travel documents (e.g. vouchers) will be delivered to the traveller in good time before departure and the traveller must keep them and carry them during the trip, in order to be able to use the regularly booked services, together with any other documents (e.g. air tickets) delivered by the seller. The traveller is required to verify the correctness of the data reported on the aforementioned documents and on the travel contract and to communicate any errors immediately to the seller. The traveller must communicate to the organiser the participants’ data exactly as reported on their personal identity documents.

6.7 Any excursions, services or performances purchased and paid for by travellers at destination are extraneous to this contract. Therefore no liability in that regard may be attributed to the organiser or the seller, even in the event that, as a courtesy, resident staff, escorts, guides or local correspondents may take care of their booking.

6.8 Where the purchase of the tourist package or of the linked travel service is made through the organiser’s website, the completion of the online purchase entails the simultaneous creation of a personal Account of the traveller, including the “Personal Record: Travel information”, which enables the traveller to consult, modify or cancel their booking, according to what is provided for by the privacy notice published on the website.

7. PAYMENTS

7.1. Upon signing the contract the following must be paid: a) the registration or file-handling fee (see art. 8); b) a deposit in the amount indicated by the organiser or the seller which is paid by way of confirmatory deposit (caparra confirmatoria) and advance on account of the price. During the period of validity of the proposal for the purchase and sale of the package and/or of the tourist services indicated and therefore before any booking confirmation which constitutes perfection of the contract, the effects referred to in art. 1385 of the Codice Civile do not arise. The balance must be paid without extension within the time-limit established by the organiser in its catalogue or in the booking confirmation;

7.2. Failure to pay the sums referred to above, on the established dates, as well as failure to remit to the organiser the sums paid by the traveller to the seller, will entail the automatic termination by operation of law of the contract, to be effected by simple written communication, by fax or by e-mail, care of the seller, or at the domicile, including electronic, where communicated, of the traveller. Payment of the balance of the price is deemed to have occurred when the sums reach the organiser directly from the traveller or through the seller.

8. PRICE AND PRICE REVISION

8.1 The price of the tourist package is determined in the contract, with reference to what is indicated in the catalogue or on the organiser’s website, or in an off-catalogue/tailor-made programme and to any subsequent updates of those catalogues or off-catalogue programmes, or on the operator’s website. It may be varied, upwards or downwards, only as a consequence of variations in: - the price of the carriage of passengers resulting from the cost of fuel or other power sources; - the level of taxes or fees on the tourist services included in the contract imposed by third parties not directly involved in the performance of the package, including landing taxes or embarkation or disembarkation fees at ports and airports; - the exchange rates relevant to the package in question. A price increase is possible only after communication on a durable medium by the organiser to the traveller together with the justification for such increase and the calculation methods, at least 20 days before the start of the package. If the price increase exceeds 8% of the total price of the package, point 9.2 below applies. In the event of a price decrease, the organiser is entitled to deduct the actual administrative and file-handling expenses from the refund due to the traveller, of which it is required to provide proof at the traveller’s request

8.2. The price is composed of: a) registration fee or file-handling fee; b) participation fee: expressed in the catalogue or in the package quotation provided by the seller to the traveller; c) cost of any insurance policies against the risks of cancellation, withdrawal and/or medical expenses or other requested services; d) cost of any visas and entry and exit taxes of the countries that are the destination of the holiday; e) airport and/or port charges and taxes.

9. MODIFICATION, WITHDRAWAL BY THE ORGANISER OR CANCELLATION OF THE TOURIST PACKAGE BEFORE DEPARTURE

9.1. Before the start of the package, the organiser may unilaterally change the contract terms other than the price, provided that the changes are insignificant, communicating them to the traveller on a durable medium, including through the seller.

9.2. If, before the start of the package, the organiser is constrained to alter significantly one or more of the main characteristics of the tourist services or cannot fulfil the specific requests previously accepted and expressly set out in the contract or proposes to increase the price of the package by more than 8%, the traveller, within a reasonable period specified by the organiser together with the communication of the change, may accept the proposed change or withdraw from the contract without paying withdrawal fees. In the event of withdrawal, the organiser may offer the traveller a substitute package of equivalent or higher quality. The communication of the change indicates to the traveller the proposed changes, their impact on the price of the package, the period within which the traveller is required to inform the organiser of their decision and the consequences of the traveller’s failure to reply within the aforementioned period as well as any substitute package offered and the related price.

9.3. If the changes to the package travel contract or the substitute package result in a package of lower quality or cost, the traveller is entitled to an appropriate price reduction.

9.4. In the event of withdrawal from the package travel contract pursuant to the preceding paragraph, if the traveller does not accept a substitute package, the organiser refunds without undue delay and in any event within fourteen days of the withdrawal from the contract all payments made by or on behalf of the traveller and the provisions of Article 43, paragraphs 2, 3, 4, 5, 6, 7, 8 of the Codice del Turismo apply.

9.5. The organiser may withdraw from the package travel contract and offer the traveller a full refund of the payments made for the package, but is not required to pay additional compensation if: a) the number of persons enrolled for the package is lower than the minimum number stated in the contract and the organiser notifies the traveller of the withdrawal from the contract within the period set out in the contract and in any event no later than 20 days before the start of the package in the case of trips lasting more than 6 days, 7 days before the start of the package in the case of trips lasting between 2 and 6 days, 48 hours before the start of the package in the case of trips lasting less than 2 days; b) the organiser is unable to perform the contract because of unavoidable and extraordinary circumstances and notifies the traveller of the withdrawal from the same without undue delay before the start of the package

10. WITHDRAWAL BY THE TRAVELLER

10.1. The traveller may withdraw from the contract at any time before the start of the package in return for payment of appropriate withdrawal fees, or, if provided, of the standard withdrawal fees (cancellation penalties) provided for by the organiser, which depend on the chosen destination and on the moment at which the traveller withdraws in relation to the date of departure. In the absence of specification of the standard withdrawal fees, the amount of the withdrawal fees corresponds to the price of the package minus the cost savings and revenues deriving from the reallocation of the tourist services.

10.2. The traveller may take out insurance policies covering the aforementioned fees for unilateral withdrawal by the traveller or the costs of assistance, including repatriation, in the event of accident, illness or death. Depending on the chosen package, the organiser informs the traveller of the optional or compulsory taking out of such insurance.

10.3. Withdrawal fees are not due in the cases provided for by the preceding Article 9 point 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 shall have the right to withdraw from the contract, before the start of the package, without paying withdrawal fees, and to a full refund of any payments made for the package, but shall not be entitled to additional compensation.

10.4. In the case of contracts negotiated away from business premises (as defined by art. 45(1)(h) of the Codice del Consumo (Italian Consumer Code)), the traveller has the right to withdraw from the contract for the sale of a tourist package within a period of five days from the date of conclusion of the contract or from the date on which they receive the contractual conditions and the pre-contractual information if later, without penalties and without providing any reason. In cases of offers with fares significantly reduced compared to current offers, the right of withdrawal is excluded. In this latter case the organiser documents the price variation highlighting adequately the exclusion of the right of withdrawal.

11. CHANGES AFTER DEPARTURE

11.1. If for supervening circumstances not attributable to the organiser it is impossible to provide, in the course of performance of the contract, a substantial part, for value or quality, of the combination of tourist services agreed in the package travel contract, the organiser offers, without a price supplement at the traveller’s expense, suitable alternative arrangements of, where possible, equivalent or higher quality than those specified in the contract, for the continuation of the package, including the eventuality that the traveller’s return to the place of departure is not provided as agreed. If the proposed alternative arrangements result in a package of lower quality than that specified in the package travel contract, the organiser grants the traveller an appropriate price reduction.

11.2. The traveller may reject the proposed alternative arrangements only if they are not comparable to what was agreed in the package travel contract or if the price reduction granted is inadequate.

11.3. If it is impossible to arrange alternative solutions or the traveller rejects the proposed alternative arrangements, in accordance with what is indicated in point 1, the traveller is granted a price reduction. In the event of failure to fulfil the obligation to make an offer, point 15.5 applies

11.4. Where, due to supervening circumstances not attributable to the organiser, it is impossible to ensure the traveller’s repatriation as agreed in the package travel contract, points 15.6 and 15.7 apply.

12. SUBSTITUTIONS AND ASSIGNMENT OF THE CONTRACT TO ANOTHER TRAVELLER

12.1 The traveller may have another person substituted for themselves provided that: a) the organiser is informed no later than seven days before the start of the package; b) the person to whom they intend to assign the contract satisfies all the conditions for the use of the service and in particular the requirements relating to passport, visas and health certificates; c) the same services or other substitute services can be provided following the substitution; d) all administrative and file-handling expenses for proceeding with the substitution are paid to the organiser, in the amount that will be quantified before the assignment, providing, at the assignor’s request, the proof relating to the fees, taxes or other additional costs resulting from the assignment.

12.2. The assignor and the assignee of the package travel contract are jointly and severally liable for payment of the balance of the price and of any fees, taxes and other additional costs, including any administrative and file-handling expenses, resulting from such assignment.

12.3. In application of art. 944 of the Codice della Navigazione (Italian Navigation Code), substitution will be possible only with the consent of the carrier.

12.4 If the traveller requests the variation of an element and/or tourist service of an already confirmed file and provided that the request does not constitute a contractual novation and always provided that its implementation is possible, they must pay the organiser the administrative and file-handling expenses and the expenses consequent upon the change itself (in the event that air tickets must be reissued, the assignment will entail application of the air fare available on that date).

13. OBLIGATIONS OF TRAVELLERS

13.1. In the course of negotiations and in any event before the conclusion of the contract, Italian citizens are provided with general information – updated to the date of printing of the catalogue – concerning passport and visa requirements, including approximate periods for obtaining visas and health formalities of the country of destination

13.2. For the rules relating to the expatriation of Italian minors express reference is made to what is indicated on the website of the Polizia di Stato (Italian State Police). It is in any event specified that minors must be in possession of an individual document valid for expatriation (passport, or for EU countries, an identity card valid for expatriation indicating the names of the parents). For minors under 14 years of age and minors for whom Authorisation issued by the Judicial Authority is necessary, the prescriptions indicated on the Polizia di Stato website http://www.poliziadistato.it/articolo/191/ must be followed.

13.3. Foreign citizens must be in possession of an individual passport and any entry visa and may obtain the necessary and up-to-date information through their diplomatic representations present in Italy and/or their respective official governmental information channels.

13.4 Travellers shall, before departure, verify with the competent authorities (for Italian citizens the local Questure or the Ministry of Foreign Affairs via the website www.viaggiaresicuri.it or the Telephone Operations Centre at the number 06.491115) that their documents are in order with the indications provided and shall comply therewith in good time before the start of the package. In the absence of such verification, no liability for the failure of one or more travellers to depart may be attributed to the seller or the organiser.

13.5 Travellers must in any event inform the seller and the organiser of their citizenship before the booking request and, at the time of departure, must ensure that they are in possession of vaccination certificates, of an individual passport and of every other document valid for all the countries touched by the itinerary, as well as of residence and transit visas and of health certificates that may be required.

13.6. Furthermore, in order to assess the socio-political and health security situation and any other useful information relating to the countries and places of destination and their immediate vicinity and, therefore, the objective usability of the services purchased or to be purchased and any substantial impact on the performance of the package, the traveller shall have the burden of obtaining official general information from the Ministry of Foreign Affairs, disseminated through the institutional website of the Farnesina www.viaggiaresicuri.it. The information referred to above cannot be contained in the organisers’ catalogues – online or paper – as they contain descriptive information of a general nature and not information subject to changes by official authorities. Updated information must therefore be obtained by the travellers, viewing all the information present on the website of the Ministry of Foreign Affairs (“Countries”, “health in travel” and “warnings” sheets). The traveller is required, on the basis of the principle of the diligence of the bonus pater familias, to verify the correctness of their personal documents and of any minors, as well as to obtain documents valid for expatriation according to the rules of their own State and the conventions governing the matter. The traveller must carry out the related formalities also considering that the seller or the organiser have no obligation to procure visas or documents.

13.7. Where at the date of booking the chosen destination results, from the institutional information channels, as a location subject to “advice against” or “warning” for security reasons, the traveller who subsequently exercises withdrawal may not invoke, for the purpose of exemption from or reduction of the claim for compensation for the withdrawal effected, the cessation of the contractual cause connected with the security conditions of the Country.

13.8. Travellers must furthermore comply with the rules of ordinary prudence and diligence and with those specific rules in force in the countries of destination of the trip, with all the information provided to them by the organiser, as well as with the regulations, administrative or legislative provisions relating to the tourist package. Tourists will be called upon to answer for all damages that the organiser and/or the seller may suffer also as a result of failure to comply with the obligations indicated above, including the expenses necessary for their repatriation. Furthermore, the organiser may claim from the traveller payment of a reasonable cost for the assistance provided, if the problem is caused intentionally by the traveller or through the traveller’s fault, within the limits of the expenses incurred.

13.9. The traveller is required to provide the organiser or the seller with all documents, information and elements in their possession useful for the exercise of the right of redress against the persons who caused or contributed to the occurrence of the circumstances or the event from which the compensation, the price reduction, the damages or other obligations in question derived as well as against the persons required to provide assistance and accommodation services by virtue of other provisions, in the event that the traveller cannot return to the place of departure, as well as for the exercise of the right of subrogation against third parties responsible for the damage and is liable towards the organiser for the prejudice caused to the right of subrogation.

13.10. The traveller must always communicate promptly to the organiser, including through the seller, any lack of conformity encountered during the performance of the package, as indicated in Article 15 below.

14. HOTEL CLASSIFICATION

The official classification of hotel establishments is provided in the catalogue or in other informational material only on the basis of the express 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 relates, or in the case of establishments marketed as a “Tourist Village”, the organiser reserves the right to provide in the catalogue or in the brochure its own description of the accommodation facility, such as to allow an evaluation and consequent acceptance of the same by the traveller.

15. ORGANISER’S LIABILITY FOR INCORRECT PERFORMANCE OF THE PACKAGE

15.1 Pursuant to art. 42 of the Codice del Turismo, the organiser is responsible for the performance of all the tourist services provided for by the package travel contract, irrespective of whether those tourist services are to be performed by the organiser itself, by its auxiliaries or employees when they act in the exercise of their functions, by third parties whose work it uses or by other tourist service providers, pursuant to Article 1228 of the Codice Civile.

15.2. The traveller, pursuant to Articles 1175 and 1375 of the Codice Civile, informs the organiser, directly or through the seller, promptly, taking into account the circumstances of the case, of any lack of conformity detected during the performance of a tourist service provided for by the package travel contract.

15.3. If one of the tourist services is not performed according to what was agreed in the package travel contract, the organiser remedies the lack of conformity, unless that is impossible or entails disproportionate costs, taking into account the extent of the lack of conformity and the value of the tourist services affected by the lack. If the organiser does not remedy the lack, point 16 applies.

15.4. Without prejudice to the exceptions referred to in the preceding paragraph, if the organiser does not remedy the lack of conformity within a reasonable period set by the traveller in relation to the duration and characteristics of the package, with the complaint made promptly pursuant to point 15.5, the traveller may remedy the lack personally and request reimbursement of the necessary expenses, provided that they are reasonable and documented; if the organiser refuses to remedy the lack of conformity or if it is necessary to remedy it immediately it is not necessary for the traveller to specify a time-limit.

15.5. If a lack of conformity, pursuant to Article 1455 of the Codice Civile, constitutes a non-performance of more than slight importance of the tourist services included in a package and the organiser has not remedied it within a reasonable period established by the traveller in relation to the duration and characteristics of the package, with the complaint made pursuant to point 15.2, the traveller may, without charge, terminate by operation of law and with immediate effect the package travel contract or, as the case may be, request, pursuant to point 16 below, a price reduction, without prejudice in any event to any compensation for damages. In the event of termination of the contract, if the package included the carriage of passengers, the organiser also provides for the traveller’s repatriation with equivalent transport without undue delay and without additional costs for the traveller.

15.6. Where it is impossible to ensure the traveller’s repatriation, the organiser bears the costs of the necessary accommodation, where possible of equivalent category to what was provided for by the contract, for a period not exceeding 3 nights per traveller or for the longer period possibly provided for by European Union legislation on passenger rights, applicable to the relevant means of transport.

15.7. The limitation of costs referred to in the preceding paragraph 15.6 does not apply to persons with reduced mobility, defined by art. 2(1)(a) of Regulation (EC) no. 1107/2006, and their accompanying persons, to pregnant women, to unaccompanied minors and to persons in need of specific medical assistance, provided that the organiser has received communication of their particular needs at least 48 hours before the start of the package.

16. PRICE REDUCTION AND COMPENSATION FOR DAMAGES

16.1. The traveller is entitled to an appropriate price reduction for any period during which there was lack of conformity, unless the organiser proves that such lack is attributable to the traveller.

16.2. The traveller is entitled to receive from the organiser appropriate compensation for any damage which the traveller may have suffered as a consequence of a lack of conformity.

16.3 The traveller is not entitled to compensation for damages if the organiser proves that the lack of conformity is attributable to the traveller or to a third party unconnected with the provision of the tourist services included in the package travel contract and is unforeseeable or unavoidable or is due to unavoidable and extraordinary circumstances.

16.4. The limitations provided for by the international conventions in force that bind Italy or the EU, relating to the extent of compensation or the conditions under which it is due from a provider who performs a tourist service included in a package, apply to the organiser.

16.5. This contract expressly provides for the limitation of the compensation due from the organiser, except for personal injury or damage caused intentionally or by fault, to an amount not less than three times the total price of the package.

16.6. Compensation or a price reduction granted under the Codice del Turismo and compensation or a price reduction granted under other applicable Community regulations and international conventions must be deducted from each other.

17. OBLIGATION OF ASSISTANCE

17.1 The organiser provides appropriate assistance without delay to the traveller in difficulty even in the circumstances referred to in point 15.7, in particular by providing appropriate information regarding health services, local authorities and consular assistance and assisting the traveller in making distance communications and helping them to find alternative tourist services.

17.2 The traveller may address messages, requests or complaints relating to the performance of the package directly to the seller through whom they purchased it, who, in turn, promptly forwards such messages, requests or complaints to the organiser.

18. SELLER’S LIABILITY

The seller must indicate their capacity and is responsible exclusively for the performance of the mandate conferred by the traveller with the travel intermediation contract, irrespective of whether the performance is rendered by the seller itself, by its auxiliaries or employees when they act in the exercise of their functions or by third parties whose work it uses, the fulfilment of the obligations assumed having to be assessed with regard to the diligence required for the exercise of the corresponding professional activity.

19. INSURANCE AGAINST CANCELLATION AND REPATRIATION EXPENSES

If not expressly included in the price, it is possible and advisable to take out at the time of booking at the offices of the organiser or of the seller special insurance policies covering withdrawal expenses (always due except for the specific exceptions provided for by the Codice del Turismo) referred to in point 10, as well as those arising from accidents and/or illness covering also repatriation expenses and for the loss and/or damage of luggage. The rights arising from insurance contracts must be exercised by the traveller directly vis-à-vis the contracting Insurance Companies, on the conditions and in the manner provided for in the policies themselves, paying attention, in particular, to the time-limits for opening a claim, to deductibles, limitations and exclusions. The insurance contract in force between the traveller and the Insurance Company has the force of law between the parties and produces its effects between the traveller and the Insurance Company pursuant to art. 1905 of the Codice Civile. Travellers, at the time of booking, must communicate to the seller any specific needs or issues for which it may be necessary and/or appropriate to issue policies different from those proposed by the organiser or included in the price of the package.

20. ALTERNATIVE DISPUTE RESOLUTION INSTRUMENTS

The organiser will provide the traveller with information regarding any existing complaint-handling procedures and alternative dispute resolution mechanisms (ADR - Alternative Dispute Resolution), pursuant to Legislative Decree of 6 September 2005, no. 206 and, if present, the ADR entity by which the trader is covered and the online dispute resolution platform pursuant to Regulation (EU) no. 524/2013.

21. GUARANTEES TO THE TRAVELLER

21.1. The organiser and the seller established in Italy are covered by a civil liability insurance contract in favour of the traveller for compensation of damages arising from the breach of the respective obligations assumed under their respective contracts.

21.2. Contracts for the organisation of a tourist package are backed by insurance policies or bank guarantees which, for trips abroad and trips taking place within a single Country, including trips in Italy, in cases of insolvency or bankruptcy of the organiser or of the seller guarantee, without delay at the request of the traveller, the refund of the price paid for the purchase of the package and the immediate repatriation of the traveller where the package includes the traveller’s transport, as well as, if necessary, the payment of board and lodging before repatriation. As an alternative to the refund of the price or immediate repatriation, the traveller may be offered continuation of the package in the manner provided for by Articles 40 and 42 of the Codice del Turismo.

21.3 The same guarantees are provided by traders who facilitate linked travel services for the refund of all payments they receive from travellers, to the extent that a tourist service that forms part of a linked travel service is not performed because of the insolvency or bankruptcy of the traders.

22. INDIVIDUAL TOURIST SERVICES AND LINKED TRAVEL SERVICES

Contracts having as their subject the offer of the transport service alone, of the stay service alone, or of any other separate tourist service, cannot be configured as a contractual case of travel organisation or of a tourist package, do not enjoy the protections provided for by the Codice del Turismo and the contractual conditions of the individual supplier will apply. Responsibility for the correct performance of the contract lies with the service provider. In the event of booking of linked travel services the traveller has protection aimed at refunding the payments received for services not provided because of the insolvency of the trader who collected the sums paid by the traveller. Such protection does not provide for any refund in the event of insolvency of the relevant service provider.

23. TECHNICAL SHEET

TECHNICAL SHEET – Integral Part of the General Conditions of Contract for the Sale of Tourist Packages

PAYMENT CONDITIONS

Upon enrolment a deposit of 30% of the individual participation fee is requested (including the registration fee and supplements). The balance of the fee must be paid, without any reminder, at least 30 days before departure. For enrolments made in the 30 days preceding the date of departure, the entire fee must be paid upon enrolment. For certain destinations, the amount of the deposit and the time-limit for payment of the balance may differ from what is indicated above; in that case what is indicated in the booking confirmation prevails. Only after payment of the balance will the travel documents be delivered or sent. The booking is deemed definitively perfected upon receipt of the deposit, by paying which one confirms having read and accepted the contractual conditions sent together with the booking confirmation.

REGISTRATION FEE

The registration fee is mandatory and non-refundable. It comprises file-handling costs, administrative costs and health, luggage and trip cancellation insurance. Any changes to already confirmed files entail a charge of € 30 per file in addition to any differences in the costs of the services and withdrawal penalties.

PENALTIES APPLIED FOR WITHDRAWAL BY THE CONSUMER:

The traveller who withdraws from the contract will be charged, independently of payment of the deposit referred to in art. 7, the registration fee and the penalty in the amount indicated below, unless otherwise established in the quotation/contract.

Registration fee (always due) +

a) 30% penalty for cancellations up to 45 working days* before departure

b) 50% penalty for cancellations from 44 to 30 working days* before departure

c) 60% penalty for cancellations from 29 to 20 working days* before departure

d) 75% penalty for cancellations from 19 to 15 working days* before departure

e) 100% penalty for cancellations from 14 working days* before departure.

f) Any non-refundable services (e.g. air tickets pre-purchased at the time of booking)

  • Saturday excluded

For low-cost air ticketing, for certain ground services at special fares the penalties may differ substantially from those reported in points a) b) c) d).

The 100% penalty also applies to those who could not undertake the trip due to lack or irregularity of the prescribed personal documents for expatriation and to the traveller who decides to interrupt the trip after the stay has already begun.

FEES AND EXCHANGE RATES

Unless otherwise provided for specific tourist packages or for guaranteed departures with a minimum of 2 participants where the exchange rate is reported in each individual programme, contracts with service providers have been defined in Euro on the basis of the exchange rate, where applied, equal to 1 Euro = 1.16 USD. Fees may be modified as a consequence of variations in exchange rates, carriers’ fares and the cost of tourist services. Enruta360 S.r.l. will absorb currency fluctuations of up to 3%. Such adjustments if exceeding 8% of the individual participation fee confer on the participant the right to withdraw from the contract according to the methods indicated in the “General Conditions of Contract”

PRICE CHANGES

The price communicated upon confirmation of the booking may be modified up to 20 days before departure exclusively in the cases indicated in art. 8 of the General Conditions of Contract. The change will be made known by written communication within the aforementioned time-limit.

Air transport

For packages that include scheduled flights, the air fares and transport costs included in the participation fee are those in force on 1 September 2026 unless otherwise specified in relation to individual departures/programmes/quotations, subject to reconfirmation and variations by the carriers even without any notice. In the event of variations, an adjustment equal to that requested by the individual airlines will be applied. The air fare included in the fees provides for booking in a dedicated class usually with limited seat availability. If this class is not available, at the time of booking the supplement for a different booking class will be quantified.

For packages that include special I.T.C. flights the cost of fuel may be subject to an adjustment calculated proportionally on the basis of the percentage difference between the cost of fuel at the time of conclusion of the charter contract and the official average quotation of “jet fuel” of the second month preceding the date of departure, available from the website www.iata.org, calculated in Euro at the average exchange rate of the second month preceding the date of departure, available from the website http://uif.bancaditalia.it.

N.B.: alternatively Enruta360 S.r.l. will request a fixed amount in Euro based on the package purchased, lower than or at most equal to that resulting from application of the indicated calculation criterion.

Airport taxes

These are established by the carriers and by the competent authorities for air traffic control and airport security and are subject to variations without notice. The exact amount will be confirmed only upon issue of the tickets on the basis of the fares in force.

Ground services

The cost of ground services quoted in foreign currency is calculated using the exchange rate (see fees and exchange rates). Any percentage variations between the reference exchange rate applied and the average of the second month preceding that of departure, available from the UIC Banca d’Italia website www.bancaditalia.it/UIF, will give rise to an equivalent price variation by way of adjustment. The currency fluctuation will be calculated on ground services only. For tours inclusive of flight, any variations will affect 80% of the participation fee.

N.B.: Alternatively Enruta360 S.r.l. will request a fixed amount in Euro based on the package purchased lower than or at most equal to that resulting from application of the indicated calculation criterion. These calculation methods will also apply in the case of pre-formed groups or “tailor-made” trips.

CHANGES TO THE TRIP

Trips may undergo changes in the chronological order of visits and hotel services, in any event guaranteeing the complete performance of the programme. The times of the planned activities may vary in the course of the season and, consequently, some of these may not be available during the tour. In this case, where possible, other sites of interest will be visited.

CANCELLATION FOR FAILURE TO REACH THE MINIMUM NUMBER OF PARTICIPANTS

The minimum number of participants for the operation of the trips is indicated in each programme. Any cancellation of the trip due to failure to reach the provided minimum number of participants will be communicated within the following time-limits where not specified in the trip sheet:

  • within 30 days before departure for packages lasting more than 6 days.

  • within 10 days before departure for packages lasting from 2 to 6 days

INFORMATION SHEET

One week before departure and in any event only after the balance has been paid, the Information Sheet (Foglio Notizie) is sent to the participant, which serves as the call notice and which we recommend reading carefully. It indicates definitive places and times, an emergency number for any needs, delays or unforeseen events of any kind. It is advisable to carry the Information Sheet on the trip and keep it for the entire duration of the tour. The data reported therein are the only reliable ones. If, for any reason, any of the participants in the trip should not receive the Information Sheet within 3 working days before departure, they must mandatorily contact Enruta360 S.r.l. Failure to deliver the Information Sheet cannot in any way justify any mishaps or the tacit cancellation of the trip.

FLIGHTS

Air carriers reserve the right to replace, in case of need, the planned aircraft with another of a different type and sometimes operated by another carrier, as well as to modify flight times at any time for technical requirements. The flight times reported in the programmes are therefore indicative and cannot be considered an essential element of the contract. The definitive flight times, the call notice and the meeting place will be communicated in the Information Sheet sent to participants with appropriate notice. If, for any reason, any of the participants in the trip should not receive the Information Sheet within 3 working days before departure, they must mandatorily contact Enruta360 S.r.l.

LUGGAGE ON THE AIRCRAFT

As regards the weight and dimensions of the luggage to be taken on the trip, please refer to the Information Sheet that will be sent before departure. Please inform yourselves of the rules that the European Union has adopted in the matter of security regarding what is authorised for boarding. Further information at www.enac.gov.it . In the event of lost luggage, please remember to contact the baggage office immediately indicating your surname and flight number. The baggage office will issue the P.I.R. (Property Irregularity Report) code which it is recommended to keep carefully. The P.I.R. code will serve to locate the luggage, through entry in the Worldtracer search engine. Enruta360 S.r.l. cannot in any way be held responsible for delay in delivery or loss of luggage, nor can it bear any costs incurred because of such mishap.

HOTEL ACCOMMODATION

In some countries there is no official classification of hotels: the hotelier has the right to indicate that which they consider most appropriate which however does not always correspond to the requirements of the declared category. Even where provided, the official classification is not always comparable to European standards and hotels of the same category may have very different characteristics and services. Hotels often request a zero-amount swipe of the credit card as a guarantee of any extra expenses such as minibar consumptions or other services usable in the hotel.

Room availability: Rooms in hotels are generally available from 15:00/16:00 on the day of arrival and must be vacated by 10:00 on the day of departure. Use of the room beyond these times, where available, entails a supplement to be settled on site.

Single rooms: The availability of single rooms is limited. Where available, they will be assigned taking into account the priority of the booking request. It is recalled that they are generally not very spacious. In the event of withdrawal of a participant in a double room, the roommate, save for any pairing, will be accommodated in a single room with charge of the related supplement.

Room pairing: At the time of enrolment it is possible to request pairing in a double room with another unknown person. Confirmation will be given only once pairing has taken place. If pairing is not possible the enrolment will in any event be deemed confirmed in a single room with charge of the related supplement.

Tourist taxes: Tourist taxes are never included in the fee unless otherwise indicated. Where possible, we have sought to highlight the costs which, however, may vary without notice

CATERING

The meals included in our packages are generally of tourist type. Any serious food problems such as allergies and severe intolerances must be communicated at the time of booking. The notification will be forwarded to hoteliers and restaurateurs but will not constitute a guarantee vis-à-vis allergic persons. It should be remembered that catering in foreign countries is different from the Italian standard.

TOURS

Tours can be operated upon reaching a minimum number of participants, indicated in the individual proposals, which will be confirmed within the time-limits indicated in the paragraph “cancellation for failure to reach the minimum number of participants”. In the event of failure to reach the required minimum, the same itinerary will be proposed, if possible, with a participation fee updated on the basis of the actual number of enrolments or the trip will be cancelled with return of the amount paid. In tours with guaranteed departures with a minimum of 2 participants, the presence of an escort from Italy is not provided. During visits and excursions, you will be accompanied by local Italian-speaking guides but departure from Italy is individual. The meeting with the guide and any other participants takes place directly on site. The services are not exclusive to Enruta360 S.r.l. but shared with other participants of different tourist organisations. Itinerant programmes may undergo changes in the chronological order of visits and overnight stays and the planned hotels may be replaced with similar ones even during the course of the tour. Transfers, visits and excursions are carried out by car, minivan or coach (depending on the number of participants).

INSURANCE

The fees of all our itineraries are inclusive of an insurance policy which provides: health assistance, luggage insurance and trip cancellation expense insurance. For conditions, limitations, exclusions and ceilings, see the complete document delivered upon enrolment and always consultable on the website.

IDENTITY DOCUMENT

It is recommended to check with the competent authorities the validity of the document for expatriation of oneself and of any travelling minors. Enruta360 S.r.l. cannot in any way be held responsible for any problems and costs derived from such lack. Verification of the validity and regularity of the passport (or of the identity card) as well as checking the correspondence of the first name and surname provided at the time of enrolment with what is reported on the document itself, is the sole and exclusive responsibility of the traveller. Therefore, Enruta360 S.r.l. cannot be held responsible for any failure to issue visas (regardless of the cause) as well as for any failure to board the aircraft at check-in or at the border for coach trips, due to the incorrectness of the documents presented. Citizens of foreign nationality must verify with the competent authorities what documents are necessary for entry into the countries of destination and of transit as well as any permit for return to Italy.

THE SICK, PERSONS WITH DISABILITIES AND PERSONS WITH REDUCED MOBILITY

At the time of enrolment all cases of persons who are sick both physically and mentally and persons with reduced mobility must mandatorily be notified, who may participate in our trips only with our authorisation and only if accompanied by a person willing to assist them should they need it, as Enruta360 S.r.l. does not provide personnel who can render dedicated assistance to individual participants. In some cases a medical certificate may be requested declaring that the sick person is able to undertake the trip. Persons who wish to board their wheelchair on the aircraft must give notice thereof at the time of enrolment. Acceptance and confirmation of special assistance is the exclusive competence of the airline. In the event of failure to notify the state of health (or of partial notification) and where there is no authorisation from management, Enruta360 S.r.l. may refuse the departure of sick or disabled passengers, without these being able to claim any right to a refund. The organisation declines all liability for any event that may occur during the trip in relation to a serious state of health not declared or declared only partially. It is pointed out that the insurance policy provided in our packages, the regulations of which we recommend reading carefully, does not cover pathological situations existing at the time of departure.

HEALTH

We advise bringing on the trip the European Health Insurance Card which guarantees every Italian citizen healthcare assistance in the countries of the European Union. It is not possible to accept the enrolment of sick persons, including mentally, who require particular care or assistance and those who are not found to be in suitable conditions will not be admitted to departure. Enruta360 S.r.l. will not be liable for any service disruptions caused by the participant’s failure to notify their own impairments or disabilities (motor, mental, visual and hearing) that require particular dedicated services or assistance. Any supplementary costs for personalised services are at the participant’s expense. In relation to the destination, the chosen means of transport and the hosting facilities, the presence of one’s own wheelchair may be necessary; not all providers can guarantee access to the entire facility and to all services by persons with impairments or limited mobility. Disabled persons who need to board their wheelchair on aircraft, ship or bus must give notice thereof at the time of enrolment. Acceptance and confirmation is the competence only of the transport service provider who may prohibit boarding at the time of departure. It is recommended to read the insurance coverage provided in our travel packages.

N.B.: Independently of our will the health conditions of the various Countries may change and it is therefore always appropriate to refer to the information service of the Crisis Unit of the Farnesina. The information available on the website www.viaggiaresicuri.it is kept constantly updated with all the fulfilments necessary for entry into the various Countries and for return to Italy.

PRIVACY

The processing of customers’ personal data takes place in compliance with Regulation (EU) 2016/679 (GDPR) and applicable Italian legislation, according to what is indicated in the privacy notice published on the website and delivered to the traveller at the time of booking.

MANDATORY COMMUNICATION PURSUANT TO ARTICLE 17 OF LAW NO. 38/2006.

Italian law punishes with imprisonment offences concerning child prostitution and child pornography, even if committed abroad.