General Conditions Vivovenetia

• Client: the user who books and/or purchases tourist services through the official websites of Vivovenetia (www.vivovenetia.it, www.vivovenetia.de, www.vivovenetia.fr, www.vivovenetia.com, www.vivovenetia.ru).
• Service(s): the tourist services offered by VivoVenetia, including but not limited to guided tours, excursions, food and wine experiences, cultural activities, transfers, ticketing, and/or other services bookable and/or purchasable through the Vivovenetia websites.
• Tourist Package: pursuant to Legislative Decree no. 111 of 17/03/1995 (implementing Directive 90/314/EEC), a “tourist package” means the prearranged combination of at least two of the following elements, sold or offered for sale at an inclusive price, lasting more than 24 hours or including at least one overnight stay:
  a) transport;
  b) accommodation;
  c) other tourist services not ancillary to transport or accommodation which constitute a significant part of the package.
• Website: the domain www.vivovenetia.it and related domains (.com, .fr, .de, .ru) owned by Vivo S.r.l. (hereinafter collectively referred to as the “Platform”).
• Company: Vivo S.r.l., registered office at Viale Garibaldi 31, 30173 Venice (VE), VAT no. 04383730274 – Travel Agency “VIVO EXPERIENCE” no. 2466/2017, Prot. no. 54056 dated 20/06/2017, Province of Venice – insured under Europ Assistance policy no. 9379885.
• Supplier(s): third-party provider(s) who supply the tourist services purchased by the Client through the Platform.
• Voucher: the electronic or paper document certifying the purchase and payment of the service(s) booked by the Client, which must be presented to the Supplier at the beginning of the activity.
• Meeting Point: the location specified on the Voucher where the Client must appear at the scheduled time, with the required documents and accessories, to enjoy the purchased service.

Through the website www.vivovenetia.it and its associated domains, tourist services and packages can be booked in several ways, each governed by specific rules and timing:

a. Immediate confirmation bookings via e-commerce;

b. On-request bookings via e-commerce;
c. Custom quotations for tailor-made services or packages (via email or online form);
d. Services sold by partners through external links (these General Terms and Conditions do not apply).

1.1 Immediate Confirmation Bookings

• Bookings for services with immediate confirmation (e-commerce) are considered final upon completion of payment by credit card.
  All bookings are subject to the supplier’s actual availability.
• Once payment is successful, the Client receives a confirmation email with an attached voucher containing:
• all details of the booked activity;
• meeting point and time;
• the supplier’s direct contact for assistance on the day of the activity.
• The voucher, in electronic or printed form, must be presented to the supplier to access the purchased service and constitutes the only valid document for participation.

1.2 On-Request Bookings

• Certain services (e.g., private tours, customized transfers, bespoke experiences) require prior availability verification by VivoVenetia.
• To ensure proper organization, Clients are advised to submit booking requests at least 72 working hours before the desired service date (some services may require more time).
• After receiving the booking request and payment, Vivo S.r.l. reserves up to 3 working days (Saturdays, Sundays, and Italian public holidays excluded) to confirm availability.
• If confirmed, the Client will receive an official confirmation email with the voucher and cancellation policy.
  If unavailable, the booking will not be confirmed and the total amount will be refunded to the Client’s credit card.
• The voucher must be presented to the supplier (electronically or on paper) to access the service.

1.3 Tailor-Made Quotations

• For customized or complex offers, including tourist packages, the Client must complete an online request form with details such as dates, number of participants, and preferences.
• Following submission, the VivoVenetia team will prepare a personalized quotation (“order balance”) sent by email, specifying payment and cancellation terms.
• Upon Client acceptance, payment can be made via secure link or bank transfer.
  Only after payment is received will the booking be formally confirmed with the issuance of the voucher.
• For tourist packages, the confirmation email will also include a link to the travel contract.
• Each Client must present the voucher together with a valid ID to the supplier.

1.4 Services Sold by Partners via External Links

• Some experiences are managed and sold by third-party partners (e.g., Regiondo, Tiqets, Veneto Inside, Fare Harbor, Delta Booking).
• For such bookings, the Client is redirected to an external platform to complete the purchase.
• These offers are clearly labeled:
• “This experience is offered and sold by a commercial partner of VivoVenetia.”

These General Terms and Conditions do not apply to such offers (see section 10).

• All prices on www.vivovenetia.it are expressed in Euro (€) and include taxes, service charges, and any credit card fees unless otherwise stated.
• Prices refer either to a per-person rate or to the total cost of the service, as specified in each offer.
  Rates do not include local taxes, tips, personal insurance, baggage insurance, meals, food, or beverages unless otherwise stated.
• Booking confirmation is subject to full payment, except for tailor-made quotations where different terms may apply.
• In the case of on-request services, prices may vary between selection and confirmation; the Client will be informed and may cancel without penalty if they do not accept the change.
• Children’s discounts or exemptions, if any, are indicated in each product description; otherwise, the adult price applies.
• Accepted payment methods:
• Credit card (for immediate or on-request bookings via Nexi secure system);
• Bank transfer (for tailor-made quotations).
• Upon confirmation, an automatic email with the voucher will be sent.
  If the Client does not receive this confirmation, they must contact support at info@vivovenetia.com.
• Each service booked generates one voucher, which must be shown to the supplier to access the experience.

3.1 Pending Confirmation Bookings

For unconfirmed on-request bookings (see §1.2), the Client may cancel at no cost and receive a full refund.

3.2 Confirmed and Paid Bookings

For confirmed and paid services, the applicable cancellation terms are:

• as stated on the product description page;
• as included in the confirmation voucher;
• or, for tailor-made offers, as stated in the “order balance” document.

Refunds, when applicable, will be issued to the same payment method used by the Client.

Cancellation terms may vary during peak seasons or special events (e.g., Carnival, Festa del Redentore).

Cancellations must be requested by email to info@vivovenetia.com, quoting the booking number.

4.1 Vivo S.r.l., as the owner of the Platform, cannot be held liable in any way for malfunctions, errors, or non-performance by third-party suppliers involved in the provision of the purchased service.

4.2 The content of the service purchased by the Client is specified exclusively in the order balance. The information published on the website pages related to the product may be subject to change, and Vivo S.r.l. does not guarantee its absolute accuracy.

4.3 Under no circumstances shall Vivo S.r.l. be held responsible for any loss, damage, or expense incurred by the Client and/or participants as a result of non-performance, acts, or omissions by Suppliers and/or third parties.

4.4 In the event of force majeure and/or exceptional circumstances preventing the proper performance of the service (e.g., bad weather, strikes, sudden unavailability of the supplier, natural, political, and/or health-related events), Vivo S.r.l. reserves the right to cancel the service. In such cases, the Client shall be entitled to a partial or full refund of the amounts paid, depending on whether the service was partially or not at all provided. However, under no circumstances may the Client claim any compensation and/or indemnity from Vivo S.r.l. for the full or partial non-performance of the service.

4.5 Vivo S.r.l. and/or the Supplier reserve the right to refuse admission to or exclude from a service any Client and/or participant who does not meet the required eligibility conditions (e.g., inappropriate clothing) or whose behavior interferes with the proper execution of the activity and/or endangers the safety and/or participation of other Clients.

4.6 Vivo S.r.l. and/or the Supplier, where necessary, reserve the right to make minor changes to the service provided, replacing it with another of equivalent value.

• Withdrawal requests beyond the cancellation deadlines will not be accepted.
• No refunds will be granted in case of no-show (failure to appear at the scheduled meeting point and time).
• Complaints must be submitted in writing to info@vivovenetia.com within 10 days from the date of service.
• The Company will respond in writing after reviewing the case with the parties involved.

Requests for changes must be sent in writing to info@vivovenetia.com.
Vivo S.r.l. will make reasonable efforts to accommodate the request but cannot guarantee availability, especially when third-party suppliers are involved.

Clients wishing to receive an invoice must request it before purchase, providing full billing details (company name, address, VAT or tax ID).

If not requested in time, a simplified receipt or invoice will be issued according to applicable tax laws.

Invoices cannot be issued retroactively.

In the event of insolvency or bankruptcy of the organizer, Clients may contact the “Vacanze Felici” Guarantee Fund, to which Vivo S.r.l. adheres.
This fund ensures:
a) reimbursement of amounts paid for unused services;
b) repatriation for trips abroad;
c) immediate financial assistance for emergency returns from non-EU countries.

Applications must include proof of booking and payment.

Vivo S.r.l. is covered by civil liability insurance with Europ Assistance policy no. 9379885, as required by law.

Clients may purchase optional travel insurance through the partner Trippy (https://tripy.net/annullamento), available only to residents in Italy and only at the time of booking.

Vivo S.r.l. assumes no liability for damages caused by suppliers, third parties, or events beyond its control, nor for loss of personal belongings during activities.

Complaints must be submitted in writing within 10 days from the service date.

Certain offers on the Platform are provided in collaboration with external partners (e.g., Regiondo, Veneto Inside, Tiqets, Fare Harbor, Delta Booking, and other professional operators).

Such offers are clearly indicated with the statement:

“This experience is offered and sold by a commercial partner of VivoVenetia.”

10.1 Links Policy

In accordance with EU regulations:

• by clicking the booking button, users are redirected to a third-party platform;
• booking, payment, confirmation, and after-sales management occur outside Vivo S.r.l.;
• Vivo S.r.l. does not intervene in the operational management of services organized by third parties.

10.2 Limitation of Liability

For all such experiences referred to in point 10.1:

• Vivo S.r.l. cannot be held liable for non-performance, service changes, cancellations, or other issues related to third-party providers.
• All post-sale requests (refunds, complaints, date changes, cancellations) must be addressed directly to the supplier, whose details appear on the confirmation voucher.

Clients must read and accept the supplier’s general terms and conditions available on the external platform at the time of purchase.

Vivo S.r.l. provides the Client with a standard contract for the sale of tourist packages. This contract is made available to the Client at the time of the online booking, in compliance with legal obligations. The Client and the participant declare that they have received the general terms and conditions of sale for tourist packages from Vivo S.r.l. and that they have read, understood, and accepted them.

11.1 Obligation to Provide a Written Contract

The obligation to provide the Client with a written contract is fulfilled by Vivo S.r.l. through the following means:

• Online acceptance of the General Terms and Conditions of Contract, drafted in accordance with European and Italian legislation, by means of a dedicated checkbox during the purchase process;
• Sending the travel contract and general conditions on a durable medium, in PDF format, to the email address provided by the Client, together with the voucher;
• Clear indication of the organizing entity, Vivo S.r.l., and the conditions applicable to the booking, including the traveler’s rights, cancellation policy, guarantees, emergency contacts, and reference to the guarantee fund.

11.2 Price

The price of the tourist package is contractually determined, as indicated by Vivo S.r.l. on its website or in the quotation provided, and includes exclusively the services specified in the details of the offer.

The price may be subject to variation up to 20 days before the service start date in the event of changes relating to:

• transportation costs (including fuel);
• taxes and fees applicable to certain tourist services;
• exchange rates applied to the package.

11.3 Obligations of the Client/Participant

Clients and/or participants must be in possession of a passport and/or identification document valid for travel abroad, as well as any other certifications required by Italian law at the time of booking and/or during the provision of the service.
Furthermore, they must comply with all applicable local laws, normal standards of prudence, and any instructions provided by the organizer.

These General Terms and Conditions of Contract, the receipt, acknowledgment, and acceptance of which are confirmed by the Client and the participants, form an integral and essential part of the contract entered into with Vivo S.r.l.

Any dispute shall be governed by Italian law.

For any dispute concerning the validity, interpretation, performance, or termination of these Terms and Conditions, the Court of Venice shall have exclusive jurisdiction.