Terms of service

General Terms and Conditions for the Sale of Tourist Packages

Pugliamare® carries out the activity of organizing and selling tourist packages and acting as an intermediary for individual tourist services. The packages and services featured in this catalogue will be offered for sale under the conditions described herein, except as otherwise indicated in these contract conditions and at the time of booking confirmation.

The following general conditions, the description of the tourist package contained in the catalogue or in the separate travel program, and the booking confirmation of the services requested by the traveler constitute an integral part of the travel contract. The confirmation is sent by Pugliamare® to the travel agency, acting as the traveler’s agent, and the traveler shall be entitled to receive it from said agency. By signing the proposal for the purchase/sale of a tourist package, the traveler acknowledges that they have read and accepted, for themselves and for the subjects for whom they request the all-inclusive service, both the travel contract as regulated therein, the warnings contained within, and these general conditions.

1 – Regulatory Sources

The sale of tourist packages involving services to be provided in both national and international territories is governed by the Tourism Code (specifically: Arts. 32-51-novies, hereinafter also referred to as "Cod. Tur.") as amended by Legislative Decree 62/2018, transposing EU Directive 2015/2302, and by the provisions of the Civil Code regarding transport and mandate, where applicable.

2 – Administrative Regime

The organizer and the intermediary of the tourist package to whom the traveler applies must be authorized to carry out their respective activities based on current legislation, including regional laws. Prior to the conclusion of the contract, the organizer and the intermediary shall disclose to third parties the details of the insurance policy for professional civil liability, as well as the details of other guarantee policies for travelers covering events that may affect the execution of the holiday (e.g., cancellation, medical expenses, early return, loss/damage of baggage) and the guarantee against risks of insolvency or bankruptcy.

3 – Definition of Tourist Package

A tourist package consists of the combination of at least two different types of "tourist services" (as defined by Art. 33, paragraph 1, letter a, Cod. Tur.), such as:

  1. Passenger transport.

  2. Accommodation which is not an intrinsic part of passenger transport and is not for residential purposes or long-term language courses.

  3. Rental of cars, other vehicles, or motorcycles requiring a Category "A" driving license.

  4. Any other tourist service that is not an intrinsic part of the services mentioned above and is not a financial or insurance service, provided that they are combined by a single professional or purchased from a single point of sale before payment, or offered at an inclusive price.

4 – Definitions

For the purposes of this contract:

  • "Traveler": Anyone seeking to conclude, or who concludes a contract, or is authorized to travel under a concluded contract.

  • "Professional": Any natural or legal person acting in their commercial or professional capacity as an organizer, seller, or service provider.

  • "Durable Medium": Any instrument (e.g., email) that allows the traveler to store information addressed personally to them for future reference.

  • "Inevitable and Extraordinary Circumstances": A situation beyond the control of the party invoking it, the consequences of which could not have been avoided even if all reasonable measures had been taken.

  • "Lack of Conformity": A failure to perform the tourist services included in a package.

5 – Purchase Proposal – Conclusion of the Contract

Before the conclusion of the contract, the organizer (and the seller, if applicable) provides the traveler with the Standard Information Form and all information required by Art. 34 of the Tourism Code, including:

  • Main characteristics of the services (destination, itinerary, transport, accommodation, meals, excursions).

  • The total price, including taxes and additional costs.

  • Payment methods and schedules.

  • Minimum number of persons required for the package.

  • Passport and visa requirements and health formalities.

  • Information on the right of withdrawal/cancellation.

The contract is finalized only upon booking confirmation by the Organizer. Any special requests (e.g., special meals, assistance for reduced mobility) must be made at the time of booking and be subject to specific agreement.

6 – Information to the Traveler – Technical Data Sheet

Before the start of the trip, the organizer and intermediary communicate details regarding times, stopovers, the identity of the operating air carrier (pursuant to EC Reg. 2111/05), and other technical specifics. Pugliamare® provides a Technical Data Sheet in the catalogue or program containing administrative authorizations, guarantees (Art. 50 Cod. Tur.), and price adjustment criteria.

7 – Price

The price of the package is determined in the contract. Prices in the catalogue are indicative. After the contract is concluded, the price may only be increased (up to 20 days before departure) due to changes in:

  • Transport costs (including fuel).

  • Taxes/fees (landing, embarkation, etc.).

  • Exchange rates. Note: A price increase exceeding 8% allows the traveler to withdraw without penalty. The price includes a registration fee/service fee (non-refundable):

  • Min. 4 nights: Children (2-12) €15, Adults €30.

  • Up to 3 nights: Children (2-12) €10, Adults €15.

8 – Payments

A) MULTI-DAY TOURS: Upon signing the proposal, the traveler must pay the registration fee and a down payment (earnest money/caparra confirmatoria). The balance must be paid by the deadline set by Pugliamare®. Failure to pay by the deadline constitutes an express termination clause. B) EXCURSIONS AND SERVICES: Payment is required upon confirmation of the booking.

9 – Modification or Cancellation before Departure

Pugliamare® may unilaterally change contract conditions (other than price) if the change is insignificant. If a significant change is required, or the price increases by more than 8%, the traveler may:

  1. Accept the change.

  2. Withdraw without penalty. The traveler must communicate their decision within two working days. If they withdraw, they are entitled to a refund within 30 days. No compensation is due if cancellation is caused by failure to reach the minimum number of participants or force majeure.

10 – Traveler’s Withdrawal (Cancellation)

If the traveler withdraws outside of the cases mentioned above, they will be charged the registration fee and the following penalties:

A) Accommodation (Residence/Hotel) & Transfers:

  • 30 to 15 days before: 10%

  • 14 to 8 days before: 30%

  • 7 to 3 days before: 50%

  • 2 days to day of departure: 100%

B) Scheduled Flights (IT rates) / Web Tickets / Trains: 100% penalty upon confirmation. C) Charter Flights: 100% from 20 days before departure. D) Ships/Hydrofoils/GT Bus: 50% (10-3 days); 100% (2 days to departure). F) Multi-day Tours:

  • Up to 30 days before: No penalty.

  • 29 to 15 days before: 50%.

  • Less than 15 days: 100%. G) Excursions:

  • Up to 24 hours before: No penalty (unless specified otherwise).

  • Less than 24 hours: 100%.

11 – Liability of the Organizer

The organizer is responsible for the performance of the tourist services included in the contract. The traveler must inform the organizer promptly of any lack of conformity detected during the execution of the service. Failure to do so may affect the right to compensation. If a service is not performed as agreed, the organizer shall remedy the defect unless it is impossible or disproportionately costly.