In-Italia's terms and conditions of sale

BOOKING
Booking of a stay can be done in person, in writing or by telephone to the holiday accommodation agency (In-Italia). The booking, and thereby the information and conditions shown on the website, are binding for both the holiday accommodation agency and the client, when the booking confirmation has been sent to the client at the time arranged and the holiday voucher has been issued. By booking, the client confirms acceptance of the conditions of stay as described in writing and/or as shown on the website.

PRICE OF THE STAY etc.
The deposit is 20% of the total price of the booking, although a minimum of 100 euro. If opera tickets have been booked, there is no deposit but the full amount must be paid 5 days after reservation confirmation. The deposit must be paid 3 bank days following the reservation date, if In-Italia has sent bank details. Otherwise, the time limits shown on the giro forms apply.

The price of the stay covers, where nothing else is stated, exclusively accommodation in hotel room/apartment and any board as described on the website. The client should find out if he/she needs a visa or vaccinations to visit the destination in question. Information about passport requirements, visas or vaccinations can be obtained from the holiday accommodation agency where the trip has been bought or from the destination country’s embassy or consulate.

It is recommended that foreign citizens contact their respective embassies to gain information about the requirements for their country’s citizens. The holiday accommodation agency can under no circumstances be held responsible for any extra costs incurred in connection with the client failing to find out about visa and vaccination requirements. Expenses for passports, visas, vaccinations, insurance or similar are not included in the price and responsibility for these must be taken by the traveller. Special hotel facilities such as access to tennis courts, mini golf or similar, are generally not included in the price of the stay, just as at some hotels hire of sun loungers and sun umbrellas etc. costs extra.

Special rules apply for discounts (child discounts, group discounts, extra bed discounts etc.). The rules appear on the price list or can be obtained from the holiday accommodation agency on demand.

PAYMENT, PRICE CHANGES ETC.
Payment of the stay with deduction of any previously paid deposit, must be in the hands of the holiday accommodation agency at the latest six weeks before the start of the stay. Payment later than the named date of payment entitles the holiday accommodation agency to cancel the booking with no deposit refund.
If the trip is booked less than 45 days before the start of the stay, the booking is binding when the holiday accommodation agency confirms the booking by email, by post or by telephone at the latest 48 hours after the booking was made. In this instance payment times are decided by the holiday accommodation agency. Cancellation of the stay in the 6 weeks before departure does not alter the fact that the holiday accommodation agency has a right to demand payment for the entire cost of the stay.
The price of the stay is calculated based on the applicable tariffs, prices, taxes and currency exchange rates. The holiday accommodation agency therefore retain the right to increase prices before the time of departure should changes in taxes, duties, fees or currency exchanges used to calculate the price of the stay make this necessary.
If the price is increased by more than 10%, the client is entitled to cancel the booking and receive a full refund of the amount paid. There is a condition that the cancellation is reported to the holiday accommodation agency immediately after the client has been informed of the price increase. If taxes, fees etc. which are charged directly to the holiday accommodation agency and which make up the price of the stay, are reduced or discontinued with effect from before the start of the stay, the holiday accommodation agency is obliged to reimburse the client for the amount saved, if it is more than 15 euro.
The client must be informed of any price changes as soon as possible and latest 20 days before the start of the stay. This should be done in writing to the client on booking or later to the address provided by the traveller.

CHANGES AND CANCELLATION BEFORE THE START OF THE STAY:
A: Made by the holiday accommodation agency
If the holiday accommodation agency cancel the stay before departure, the client must be informed of this as soon as possible. The same applies if the holiday accommodation agency are unable to meet the arranged conditions of the stay, for example if the holiday accommodation agency cannot supply the services arranged or if the services would be of a poorer quality than arranged. This does not apply to changes or irregularities which are generally characterised as trivial. At the same time as the holiday accommodation agency informs the client of the cancellation or changes, the client must be informed of his or her rights, and what the client should do. If the changes lead to a decrease in the financial value of the stay, the client has the right to a reduction in the price corresponding to the reduction in value. In the case of the holiday accommodation agency cancelling the trip, without it being due to the conditions of those travelling, the client has a right to cancel the stay agreement and receive a full refund of the amount paid. The client can also choose to stay in other accommodation of his or her own choice, if the holiday accommodation agency can provide this with no excessive costs or loss. This also applies if it can be predicted with certainty that the holiday accommodation agency will be in breach of contract regarding the stay.
If the client chooses to stay in an apartment/hotel at a higher price, the client must pay this price difference. If the client decides to stay in an apartment/hotel at a lower price the holiday accommodation agency must refund the difference in price.
If the client suffers financial loss as a result of the changes made by the holiday accommodation agency or as a result of the cancellation of the stay, the client is entitled to compensation in accordance with the normal compensation rules, unless the cancellation or breach of contract is caused by:

1. 1. The client’s own circumstances
2. 2. An uninvolved third party or outside events (force majeure) which with due care could not have been predicted when the agreement was entered into, or have been avoided either by the holiday accommodation agency or others for whom the holiday accommodation agency is responsible.

Furthermore, clients are entitled to compensation if the holiday accommodation agency has guaranteed certain features of the stay which cannot be provided. If the client wishes to make a claim, the client must inform the holiday accommodation agency at the latest 7 days after the start of the stay, that the client has received information about changes or cancellation. If the client fails to do this, the right to make a claim is annulled.

B. Made by the client
B1. Changes
In the event of the client wishing to make changes to the stay’s length, the holiday accommodation, number of travellers etc. and in the event of the client having paid the deposit and/or the price of the stay, the following rules apply:
For changes which are reported to the holiday accommodation agency up to 6 weeks before the originally arranged start of the stay, the holiday accommodation agency is entitled to demand an administrative fee of 25 euro per holiday accommodation. The administrative fee must be paid at the time of, or immediately following, the change, so that as a minimum the full deposit for the stay has been paid.
The same administrative fee must be paid, if the client wishes to transfer the stay to others who fulfil the conditions for participating in the stay. This requires however, that the rules of the accommodation do not exclude transfer and that the holiday accommodation agency is informed of this in good time before the start of the stay. The clients are both responsible for payment of the trip.
Changes to the holiday accommodation, period, length or number of participants which have been reported to the holiday accommodation agency and confirmed by the same later than 6 weeks before the original start of the stay, can be considered by the holiday accommodation agency as a cancellation (see below) and a new booking.

B2. Cancellation
The client is entitled to cancel the stay on the conditions below, unless the holiday accommodation agency latest when the agreement is entered into has informed that cancellation due to conditions of the sub-contractors cannot take place without loss of the entire price of the stay.

In the event of cancellation of a stay, in which confirmation of the reservation has been issued, the following rules apply:

1. a) For cancellations made up to 6 weeks before the start of the stay, the deposit will not be refunded.
2. b) For cancellations made later than 6 weeks before the start of the stay, any money paid will not be refunded

Any cancellation of the stay in the final 6 weeks before departure does not alter the fact that the holiday accommodation agency is entitled to demand full payment for the stay.

OBLIGATIONS AND RESPONSIBILITIES OF THE HOLIDAY ACCOMMODATION AGENCY FOLLOWING THE START OF THE STAY
The holiday accommodation agency is obliged to carry out the stay in accordance with the website and the stay agreement. The holiday accommodation agency’s obligations also apply to any services which are part of the agreement, also those which are supplied by others than the holiday accommodation agency. Information on the holiday accommodation agency’s website is binding for the holiday accommodation agency. The holiday accommodation agency can however change information on the website before the stay agreement has been entered into, and if the client is clearly informed of the changes before he/she enters into the stay agreement.
If special agreements have been made between the holiday accommodation agency and the client, which deviate from the stated conditions on the website, these are only valid if they are stated on the holiday voucher or can be clearly documented in another way.
A deficiency can be ascertained if the client does not receive the services which, through the website, advertisements or special agreements with the holiday accommodation agency, have been stated on the holiday voucher, or if the services are of a poorer quality than agreed or guaranteed. Irregularities, generally considered to be trivial, are however not considered to be deficiencies.
The fact that the weather and temperature conditions at the destination deviate from the standard are neither considered to be a deficiency, just as conditions which are essentially due to the client’s negligence, cannot be considered to be deficiencies with the stay.
If the holiday accommodation is deficient, the holiday accommodation agency has a right and a duty to redress the cited deficiency as quickly as possible, unless this incurs disproportionate costs or great inconvenience to the holiday accommodation agency. If redress cannot be requested, see above, or if the holiday accommodation agency does not redress the deficiency within a reasonable time, the client is entitled to a proportional reduction in the price of the stay.
If the holiday accommodation agency offer to redress a deficiency, the client cannot demand a proportional reduction or cancel the agreement, if the redress takes place within a reasonable period of time and if no costs or great inconvenience are suffered by the client.
If a significant part of the services agreed cannot be supplied, or if the holiday accommodation is furthermore encumbered with deficiencies, which lead to the agreed purpose of the stay being essentially mistaken, the client can cancel the agreement. In this case, the client must inform the holiday accommodation agency by telephone or by email of this within 48 hours.
If the client cancels the agreement, the holiday accommodation agency must reimburse the full amount paid according to the agreement. However, the holiday accommodation agency can have an allowance corresponding to the value the stay must be assumed to have had for the client.
If the client suffers financial loss as a result of the stay being deficient, the client has a right to compensation from the holiday accommodation agency, unless the deficiency is due to an unauthorised third party and could not have been predicted with due care when the agreement was entered into or could not have been avoided or averted by the holiday accommodation agency or others for whom the holiday accommodation agency takes responsibility.
Likewise, the holiday accommodation agency is neither responsible if cancellation or the breach of contract is due to external events which the holiday accommodation agency or others for whom the holiday accommodation agency takes responsibility, could not with due care have predicted when the agreement was entered into or could not have avoided or averted.
Compensation of personal injury is limited in accordance with international convention rules.
The holiday accommodation agency offers no compensation for inconvenience caused by supply failure, including temporary failures of hot water, heating and air conditioning, just as compensation is not given if swimming pools or similar facilities are temporarily out of service because of necessary repairs or maintenance work. Finally, the holiday accommodation agency does not bear any responsibility for information which is found in the holiday accommodation’s own brochures.
The client is responsible for any items of value and/or money taken with him/her and for the safekeeping of these during the holiday. The holiday accommodation agency is not responsible for items of value which are lost from the accommodation’s deposit boxes or similar.
The holiday accommodation agency cannot be held responsible for information regarding transport times and prices.

THE CLIENT’S OBLIGATIONS AND RESPONSIBILITIES
The client is obliged to follow the directions for the stay, set by the holiday accommodation agency or its representatives. The client must respect the regulations that have been set regarding the holiday accommodation’s rules of stay etc.
Gross or repeated violation of these regulations can result in expulsion from the holiday accommodation, in which case any further stay must take place at the client’s own request and at his/her own expense. The client is responsible for compensation in accordance with the general compensation rules for damages caused to property or possessions belonging to other clients, the holiday accommodation agency, the holiday accommodation owner, hotel etc.
The client is responsible for having a valid passport, visa and the required vaccinations. The client is also responsible for any expenses incurred in connection with the above mentioned formalities.
The client is likewise responsible for any results of illness, accidents or similar which take place during the stay. The client is responsible for any expenses incurred in medical assistance, hospital stays, special transport home etc.
The holiday accommodation agency bears no responsibility for clients who have arranged their own transport to the airport on their return trip and who have not arrived on time at check-in.
Responsibility for being fit for plane or bus transport for both own person as well as baggage lies with the client. It should be noted that pregnant women must not be a passenger in a plane when they are in the 8th or 9th month of pregnancy.
No refund is made for any unused parts of the stay, including excursions or other arrangements at the destination.

COMPLAINTS
Any complaints must be made to the holiday accommodation owner or to the holiday accommodation agency within 48 hours following the client’s discovery of a deficiency with regard to redressing this deficiency on site.
The omission of this will normally lead to loss of the right to claim compensation at a later date.
However, this does not apply if the holiday accommodation agency has not acted with normal decency or if it has shown gross negligence, or if the demand is due to injury to the client’s person.
Search for lost property must take place immediately following return home. To cover costs (fax etc.) incurred with the search, the holiday accommodation agency can charge a special fee which must be paid, regardless of whether the lost item is recovered or not. 

The holiday accommodation agency takes no responsibility for errors or omissions on the website and reserves the right to make any changes