CUSTOMER RENTAL TERMS

General Conditions of Sales
The registration, the use of services and the use of www.cinqueterreriviera.com owned and managed by Durlindana snc entail acceptance by the user of the General Conditions mentioned below. Registration and use of services are accessible only to adults with the capacity to act. Customers wishing to register are required to disclose only their personal data and guarantee that such data are true, correct and up to date.

1. Prices and Service Fee
Prices are calculated in Euro and cover the hotel / villa / apartment stay mentioned in the booking. The price does NOT include personal expenses, such as mini-bar, telephone calls, pay TV use or other services offered by the hotel / villa / apartment.
No reservation fee on 7 days rental and up!
For shorter rentals and other services reservation a fee will be charged as follows:
30,00 eur in case of property/ hotel reservation from 2 up to 6 nights staying
10,00 eur per car rental reservation
5,00 eur each one-way ferry – flight – train reservation
2 % on total amount for credit card payment
Service fee will be not refunded in case of cancellation.

2. Arrival at the hotel / villa / apartment
If the customer foresees that he will be delayed in arriving at the hotel / villa / apartment, he must contact the number we provide on the information sheet and on the voucher in his possession and notify the delay. He will receive instructions on how to proceed.

3. Booking and payment information
You can choose to pay either via bank transfer or via credit card (credit card payment system actually to be enabled).
You will have to pay the total cost of the reservation for hotel / villa / apartment in advance as follows:
50% of the total amount
50% of the total amount 8 weeks (Monday to Sunday) before arrival
If reservation is made less than 60 days to the date of arrival, total amount + service fee must be paid at the end of the booking procedure.
For less than a week rental the payment must be done for the whole amount at reservation time.

If you choose to pay the whole amount via bank transfer, you will have to know that:
Payment must be sent to the following account:

BANCA SELLA
IBAN IT 34 G 03268 22300 052778763940
CODICE SWIFT: SELBIT2BXXX

As soon as your payment procedure has been completed, you will have to send us via fax (+39 0187 564313) payment approval issued by the bank (international transaction code)
We will keep an option for you for 72 hours, so that you can proceed with your payment.
An extension of an option is at the sole discretion of the owner of the property. Bank transfer expenses must be at your charge, so please specify this term to your bank.
Due to the leghth of this payment form, we can accept reservation only 7 working days (Saturdays, Sundays and national holidays excluded) before your arrival.
Only after you will receive our reconfermation message (once payment controls have been made), your booking will be completed.

If you choose to charge the whole amount on your credit card, you will have to know that:
Payment of the entire stay booked must be made at the end of the booking procedure.
Prices and/or hotel / villa / apartment availability are guaranteed once the full payment has been made.
An additional credit card transaction fee of 3% on total amount will be added for each reservation not refundable in case of cancellation. We accept the following credit cards: Visa and MasterCard.
To further guarantee their transactions, customers, after completing the on-line transaction, shall receive two different e-mail messages:
- a brief message summarising the booking data and certifying availability and prices.
- a different brief message that confirms the credit card transaction details.
The names given for booking must be those of the people who shall use the booked services: repeated or missing names may cause the hotel / villa / apartment to refuse the booking.

4. Travel documentation (vouchers)
At least one week before your arrival, you will receive voucher and information sheet with all the details of your booking. Please let us know if you need to receive all the documentation earlier then one week in advance.
When checking-in at reserved hotel / villa / apartment, customers must present a copy of the travel document (voucher) via e-mail. Vouchers must be printed by the costumer.
Vouchers can be printed at the end of a successful transaction (booking – payment – confirmation number).
Altered vouchers won't be considered as a valid travel document.

5. Villas / Apartments / Countryhouses cancellations and date changes

5.1 Cancellations
Due to the peculiar kind of reservation we make, exclusive private villas and apartments, and the high demand for them, we have to follow special terms for cancellation and amendments:
Cancellations made between booking date and 12 weeks (Monday to Sunday) prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are subject to 10% of total amount + service fee.
Cancellations made between 12 weeks (Monday to Sunday) and 8 weeks prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are subject to a 30% cancellation fee + service fee.
Cancellations and amendments (change of date) made between 8 weeks and zero days from the arrival date are subject to a 100% cancellation fee + service fee.
To protect against cancellation caused by unforeseen events, such as illness in your family, worker strikes and more, Durlindana snc recommends purchasing trip cancellation insurance to provide recourse for deposits and balances paid. See "Insure my Trip"

5.2 Date Changes
Date changes made between booking date and 8 weeks before arrival are subject to a penalty fee of 50,00 eur + possible difference in rate due to customer request for a higher rated period.
Date changes made between booking date 8 weeks before and the date of arrival are subject to a penalty fee of 100,00 eur + possible difference in rate due to customer request for a higher rated period and possible cancellation penalties as from the table above, if the accomodation cannot be sold to other customers.

Sometimes, if you have to cancel, exchanging your week for a future week may be possible subject to availability and the owner's acceptance. Any postponements or exchanges are entirely at the discretion of the owner or property management. There may be additional charges for villa price increases. Durlindana Travel Agency does not guarantee exchanges and makes no representations or warranties regarding a customer's right to exchange. When permitted, only one scheduled exchange will be allowed. Beyond that the cancellation policy will be enacted in full.

6. Hotels cancellations
Cancellations made between booking date and 45 days prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are not subject to a cancellation fee (only service fee will not be refunded)
Cancellations made between booking date 44 and 30 days prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are subject to a 10% cancellation fee + service fee.
Cancellations made between booking date 29 and 15 days prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are subject to a 30% cancellation fee + service fee.
Cancellations made between booking date 14 and 7 days prior to arrival date (Saturdays, Sundays and Italian National Holidays excluded) are subject to a 50% cancellation fee + service fee.
Cancellations or amendments made between 6 and zero days from the arrival date are subject to a 100% cancellation fee + service fee.

Important note to point 5. and 6.
Holidays, trade-fairs and other special events could change these cancellation terms. You will be promptly informed of exceptional cancellation policies at the moment of reservation.
In order to calculate your cancellation fee, 10am (Italian local time) of check-in date will be considered.

Your reservation can be cancelled contacting Durlindana offices via fax, e-mail or phone on working days (or, in case of emergency, or closing days, you will have to contact the mobile number we will give you with your confirmation)

Once the reservation has been cancelled, we will send a cancellation notice stating the cancellation fee to your mailbox.
Our accounting department will credit within 3 working days your account with the amount minus the cancellation fee.

7. Refunds
Durlindana Travel Agency does not provide refunds for any reason beyond that which is covered in these terms. Refunds by Durlindana Travel Agency are not provided for declarations of war, acts of war, travel alerts or warnings issued by the Italian government or any other government, airline related stoppage or re-routings, or any other events beyond its control. Again, we recommend purchasing cancellation insurance. Where provided, requests for refund must reach our office within thirty (30) days of departure.
Durlindana Travel Agency will not be held liable or provide any refund due to the condition of certain amenities, including air conditioning, dishwasher, washing machines, private telephones, and other appliances. The rental descriptions are provided by the property owners and updated as currently as possible when new information is forwarded.
Where pools are provided, the general season for pools in Italy begins June 1 and ends September 15. Most pools are not heated. Neither fans nor air conditioning are generally provided in any of the villas or apartments in Italy, unless stated otherwise. Clothes washers are provided only on occasion. Please note: Local laws in Italy may stipulate when and for how long central heat may be turned on or off from Mid-May through Mid-October.

PLEASE NOTE: Houses in Europe and else where are sometimes alotted a limited amount of electricity (3 - 6 kilowatts). As with many houses, the use of too many appliances at the same time will flip a circuit breaker and shut off the electricity. Durlindana Travel Agency will not provide a refund if electricity is lost temporarily due to a circuit breaker being triggered.

8. Security Charge
Not included in the rental fee is a security deposit (aka breakage fee). You are required to provide a security deposit in cash on arrival. If the amount exceeds $500 Euro or USD, the balance is to held via credit card deposit (delayed capture) at the time of your final payment. Each property shows the amount of security required. Failure to provide the required security deposit, as set forth herein will be considered a breach of agreement on the part of the customer and the owner may refuse entry to the house without it. When a dispute between owner and guest arises over any forfeiture of deposit held by Durlindana Travel Agency, the deposit dispute will be awarded to the owner unless we have strong belief otherwise. Customer acknowledges and agrees that Durlindana Travel Agency cannot be held liable for the forfeiture or loss of a security deposit for any reason whatsoever, nor will Durlindana Travel Agency be held liable due to dispute arising from a security deposit. Credit card processing costs of 5% will be applied to the amount charged.

9. Additional Charges
There may be additional charges payable at the rental as required by the owner, caretaker or managing agent. Additional charges (final cleaning, baby's bed or additional people staying in the rental for example) should be paid at the beginning of your stay, not at the end. Charges such as telephone, elecricity, heat, gas, additional linens, towels or cleaning charges, and more will be due at the conclusion of your stay. Although we try to keep additional charges listed on the property pages current, Durlindana Travel Agency can not be held liable for any change to these amounts due. Leaving the property in a condition requiring excessive cleaning upon departure (including but not limited to cleaning of upholstery, shampooing of the rugs, breakage, soiling or damage to the interior or exterior caused solely by the customer) may result in further charges and a forfeit of deposit. Customers are required to leave the rental as it was on arrival.

10. Guarantees
Durlindana Travel Agency guarantees all properties will be available upon arrival in accordance with confirmed reservations and pursuant to these Rental Terms. If for some unforeseen reason the rental is not available because it is either 1) destroyed, 2) uninhabitable due to structural damage, 3) uninhabitable due to an extended failure of essential equipment and fixtures such as heating, electrical systems, plumbing, or 4) rented to another party by error, Durlindana Travel Agency will immediately attempt to find another rental of similar quality, cost and size. Failing this, a full or partial refund will be provided to the customer in accordance with the situation. Durlindana Travel Agency must be notified in writing or called at the time of the problem. If notified by telephone, it is the obligation of the customer to provide a written notification with 24 hours of the verbal complaint. Refunds are not provided when customers stay the entire week or partial weeks, despite the problems listed herein this paragraph or made outside thirty (30) days of departure. Durlindana Travel Agency reserves the right to refuse any claim not timely made.

IN NO EVENT WILL DURLINDANA TRAVEL AGENCY BE LIABLE FOR AN AMOUNT GREATER THAN THE RENTAL PRICE PAID BY CUSTOMER. DURLINDANA TRAVEL AGENCY MAKES NO WARRANTIES OR REPRESENTATIONS REGARDING THE CONDITION OF VILLAS OR ACCURACY OF THE INFORMATION PROVIDED TO IT BY PROPERTY OWNERS. ALL PROPERTIES ARE RENTED WITHOUT ANY OTHER WARRANTY, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WHERE POSSIBLE, DURLINDANA TRAVEL AGENCY ENCOURAGES CUSTOMERS TO INDEPENDENTLY EVALUATE THE DESIRABILITY OF A CHOSEN RENTAL AND NOT TO RELY EXCLUSIVELY ON THE INFORMATION PROVIDED ON THIS SITE.

11. Hotel classification – Apartment and Villas classification
Hotel category is expressed by stars and is the official classification in force in the hotel's country, whenever that country's legislation requires it. Not all the countries have an official classification yet.
In any case, Durlindana snc selects and publishes only those hotels that satisfy our very strict quality criteria and puts their description on-line, which allows the customer to evaluate and accept the hotel.
Note: in some countries double beds are not available and double rooms feature two single beds, linked or separated, or a fairly small double bed.
At the moment there is not an official classification for villas and apartments.

12. Customer's obligations
Travellers must have a valid passport or other identity document accepted for entry in all of the countries in which the stay shall take place and all relevant visa and all required health certificates, if any. The participants shall have to observe all normal cautions and the specific laws and regulations in force in the countries of destination.
Luggage is transported at the customer's risk, and the organisation shall in no way be held responsible for losses or damages.

13. Organisation obligations
If, before or after departure, Durlindana snc, for whatever reason, other than for reasons of the customer, cannot supply an essential part of the contracted services, it will provide alternative solutions, without surcharges for the customer, and if the supplied services' value is inferior to that of the contracted ones, Durlindana snc will rrefund the customer with an amount equal to the price difference between the contracted services and the supplied ones.

14. Protection of Privacy
When booking a stay on our website, our customers are required to provide some personal information, such as name, e-mail address, address, telephone number.
This information allows us to process your booking and the sale of our services, and to keep the customers updated on the state of their bookings or to contact them in case of problems.
Processing of personal data is carried out in full compliance with the existing laws (Legislative Decree 196/2003 on the protection of personal data), which can be viewed directly on our website privacy page.

15. Management of credit card and bank account data.
Your credit card data, which are necessary in order to pay for our services, are never memorised by Durlindana's information system; they are managed directly and exclusively by the information systems of Banca Sella, the company managing credit card payments, or directly by Banca Intesa spa, in case of bank transfer, in full compliance with the existing laws (Legislative Decree 196/2003 on the protection of personal data), which can be viewed directly on our website.

16. Legislation
Contracts regard the offer of hotel / villa / apartment stays only, as they cannot be considered agreements for travel organisation or tourist packages, and are regulated by the following provisions of the International Convention on Travel Contracts (CCV) -Brussels, April 23, 1970 - art. n.1, n.3 and n.6; art. n.17 to n. 23; art. n. 24 to n. 31, with regard to provisions that differ from those regulating travel organisation agreements and other agreements concerning the sale of the single service which is the object of the agreement.

17. Disclaimer
This site is provided by Durlindana snc on an “as is” basis and might contain errors or typographical mistakes. Durlindana snc does not provide any representation or warranty, either explicit or implicit, on the site functioning, the information contained therein, the software or the products present in the site. As far as the Italian legislation allows it, Durlindana snc rejects any representation or warranty, either explicit or implicit, including warranties of saleability or fitness for particular purposes. Durlindana snc shall not be held responsible for damages of any kind deriving from the use of this website, including direct, indirect, incidental, punitive and consequential damages.

18. Compulsory notice
Pursuant to Art. 16 of Law 269/98
The Italian law punishes with imprisonment all crimes pertaining to pornography, and prostitution of minors, including when such crimes are perpetrated abroad.

19. Jurisdiction
Durlindana Travel Agency acts as a tour operator and independent agent in booking all accommodations listed. Except as otherwise set forth in the Guarantee, Durlindana Travel Agency and its employees, agents, representatives, affiliates, and owners ("Representatives") shall not be liable for any and all losses, including actual, consequential, incidental, or punitive damages, incurred before, during or after customer's stay in any accommodations rented through Durlindana Travel Agency and beyond its reasonable control. Durlindana Travel Agency relies on the information provided by each property owner or manager and does not independently verify the accuracy of all information posted on this site. Durlindana Travel Agency makes no representations or warranties regarding the accuracy of the information provided by property owners. By placing a reservation with Durlindana Travel Agency, customers agree to and accept these Rental Terms which constitute a contract with Durlindana Travel Agency and govern the reservation of all accommodations. Customer agrees to hold harmless and indemnify Durlindana Travel Agency and its Representatives from any such direct or indirect losses, including but not limited to consequential or incidental damages, expenses, claims, attorney's fees, or personal injury. Durlindana Travel Agency reserves the right to refuse or discontinue service to any person or agent, and/or rescind any contract for accommodations in its sole discretion.
These General Conditions are governed and construed in accordance with Italian law and the Italian Civil Code. We reserve the right to make changes to our website and to these General Conditions, at any time. In the event of any disputes arising out of this agreement the parties agree to submit to the exclusive jurisdiction of the Courts of La Spezia, Italy.

20. Legal and administrative details
Durlindana di Paola Rossi e Miriana Rovaron snc
19125 La Spezia - Italia
VAT number and fiscal code: 00910370113
Registro Imprese di La Spezia al n. 11217 fasc 11367 CCIAA 83649
miriana@cinqueterreriviera.com

21. License
"www.cinqueterreriviera.com" by Durlindana Travel Agency
Via Picedi, 18 - 19125 La Spezia - Italy - Provincia di La Spezia
Autorizzazione nr.385/12952

BY AGREEING TO THE TERMS ABOVE, YOU ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THIS AGREEMENT AND FURTHER AGREE TO BE BOUND BY ALL OF ITS TERMS AND CONDITIONS.

Please download our PDF file, if you want to proceed with your reservation.
Read it carefully, sign it and return it by fax (+39 0187 073113) as acceptance of our Terms and Conditions.