Guidaly Terms and Conditions
When booking an activity on Guidaly you agree to comply with these terms. Here is a human reader-friendly list of the essential points you need to be aware of:
(1 – Adult age) – You must be at least 18 years old to book a tour and one adult (Age >=18) at least must attend the tour.
(2 – Cancellation) – To cancel a tour, you must contact info@guidaly.com.
(3 – Refund for cancellation in time) – As a general rule, if you cancel a tour more than 7 days in advance, you will get a full refund. Exception: some tours that grant special access to attractions (skip-the-line) or where we need to buy tickets as soon as they are available, involve a cancellation penalty. You will find the amount of the penalty in the “Special terms” section of each tour page.
(4 – Late cancellation) – If you cancel 7 days in advance or less, you will have no refund.
(5 – No show) – Running late or getting lost on the day of your tour will result in a “No Show”: cancelled and no refund.
(6 – If we cancel the tour) – If we cancel your tour (at any time and for any reason), you will get a full refund, no matter what.
For any question, you can contact us.
Last updated: February 3rd, 2018
Section 1: General Conditions
These terms and conditions, together with any other written information forwarded to you before we confirm your booking, shall form the basis of your contract with Guidaly di Maria Carla Monaco (referred to also as ‘Guidaly’, ‘we’, ‘us’ or the ‘company’) in respect of the relevant tour, excursion or other holiday experience (referred to in these terms and conditions as ‘tours’, ‘tour’, ‘trip’, ‘excursion’, ‘transfer’) to be provided by the company.
Please read these terms and conditions carefully and contact us if you have any queries before booking.
Within these conditions, ‘you’ and ‘your’ or ‘client’ means all persons named on the booking.
By making a booking, the ‘lead traveler’ specified in the booking will be deemed to have accepted these conditions on behalf of all passengers named within the booking.
Guidaly di Maria Carla Monaco is a fully licensed Tour Operator based in Italy, covered by insurance policy number 1505002055/L of Nobis Filodiretto Assicurazioni. Guidaly di Maria Carla Monaco is not liable in respect of personal injury, loss or damage of luggage by the client, or death. The company is not responsible for any injury, loss, delay, inconvenience caused by force majeure or other events which are beyond our control or which are not preventable by reasonable diligence by Guidaly di Maria Carla Monaco, such as wars, floods, unusual severe weather, acts of god etc.
1.1: Refunds on unused services
Our Tours are sold as a package and therefore we cannot refund a client for services that he/she has decided not to utilize.
1.2: Travel Insurance
We strongly recommend that you arrange travel insurance to cover cancellation due to unforeseen circumstances or those beyond your control. Also we recommend a medical and personal insurance to cover medical expenses and loss of baggage or personal belonging.
1.3: Currency
Our tours are sold in Euro currency and your credit card will be charged in Euro currency.
1.4: Disputes
The contract is governed by Italian law and in case of dispute that we cannot settle amicably, exclusive jurisdiction is conferred on the Italian court.
1.5: Force Majeure
Guidaly is not liable and do not authorize any refunds for any events which are caused as a result of acts of God, Governments, war hostilities, political unrest, riots, civil strife, industrial dispute, labor dispute, strike, natural or nuclear disaster, fire, theft, epidemics, quarantine, medical or customs regulations, technical or administrative problems with transport, closure of airports, breakdown of machinery, adverse weather conditions, water shortages or any other occurrences beyond our immediate control and which, despite all due care being taken, could not have been avoided.
In case of force majeure, Guidaly reserves the right, but makes no guarantees, to offer substitute services. If no substitute is available, or the substitutes offered are not accepted, Guidaly will not authorize any refunds.
1.6: Privacy
Guidaly respects your privacy. Our company follows European and Italian privacy laws and standards. When you provide information about yourself, you agree that we can use it for our company’s purposes only, however this information will not be shared with third parties in accordance with the above laws. You can find more info on our privacy and cookie policy here.
RECORDING AND REPORTING: All rights reserved by our company. Any reporting or recording (video or audio) of tours and/or services must have prior written permission from Guidaly management.
Section 2: Terms and Conditions – Tours, excursions, transfer services and any other activity provided by Guidaly
All our tours and activities are bookable directly via our website and require a full prepayment at the time of booking to confirm a reservation. If you book a tour through our website, you declare to have read the full descritption of the tour.
Once you complete the payment you will receive an automatically generated receipt confirming your booking was received.
Upon a successful payment a binding contract will be entered into between us.
Be advised that we require 24/48 hrs to process the reservations.
If there are issues with the payment you will be contacted through email notifying you about the situation. The automatically generated email is only to confirm we received your booking – not that your payment was successful!
We decline any responsibility should your e-mail provider blacklist our domain guidaly.com and consequently not allow our e-mails containing the notifications to reach your account.
2.1: Cancellation Policy
Cancellations made by clients must be requested in writing to info@guidaly.com and the date of cancellation will be calculated based on Italian standard time.
2.1.1: Group and Private tours – general cancellation rules
There is no refund on reservation fees and tickets of monuments that on a few occasions are closed due to ceremonies, strikes, maintenance and any kind of event that is out of our control. We try and do our best to avoid operating the tour when this occurs and if the information from the office responsible of the sites visited is given in a timely manner for us to rearrange and inform all clients. If this is not possible we will operate the tour and will include other sites to compensate for the site/s being closed. No refund is given on unused tickets due to events that are out of our control.
2.1.2: Group and Private tours not including entrance tickets – cancellation fees
- More than 7 days: no charge
- 7 days or less or no show: 100%
2.1.3: Group and Private tours including entrance tickets – cancellation fees
- More than 7 days: variable fee for each person. For any tour including a Museum/Art gallery/Church/any other entrance ticket, in case of cancellation of the tour, we will refund the cost of the guide/driver/radio headsets/other services as per our cancellation policy, while entrance tickets are not refundable. The amount of the cancellation fee is variable for each tour (depends on ticket prices) and can be found in the “Special Terms” section of each tour page.
- 7 days or less or no show: 100%
2.1.4: Cancellation by Us
We will only cancel tours in case of unforeseeable circumstances which are beyond our control or which might put your safety at risk. If we cancel your tour then we will provide alternative solutions such as a different date, alternative tour or a full refund if none of the solutions provided is feasible for you. If our guide or driver doesn’t show up because of unforeseeable circumstances (like an accident/illness while reaching you), we will provide a full refund and, where possible, we will send you the entrance tickets so that you can, at least, visit the monuments on your own.
2.2: Modifications
Modifications to your confirmed services must be requested by the lead traveler in writing via e-mail at info@guidaly.com.
Whilst we will do our best to accommodate your request, we cannot guarantee that we always will be able to meet your requirements.
Where we are unable to meet your modification request and you no longer wish to travel this will be treated as a cancellation of your booking and cancellation charges will be applied as per our policy.
2.3: Modifications by Us
While our company shall do everything within our power to provide your tour as advertised, we reserve the right to change itineraries or inclusions if the circumstances require us to do so. We will try to advise you of those changes as much in advance as possible.
2.4: Delays on Group Tours
Upon confirmation of your service you will receive a info about pick up location and time. You will be asked to arrive at the meeting point 10 minutes prior to the start of the tour. We cannot guarantee you will find our assistant or guide or driver if you fail to arrive at the meeting point on time. On these occasions Guidaly is not responsible for any claim of refund or even partial refund.
2.5: Delays on Private tours / Private excursions / Private transfers
Upon confirmation of your service you will receive info about pick up location and time. If your arrival is late for any reason, it is your responsibility to contact the guide/driver on the phone number we provided. Guidaly cannot guarantee that a rescheduled pick up time /day will be possible at no additional charge.
2.6: Private Transfers and transfers / tours
When booking a private excursion or a private transfer, tour quotations are given including 1 large size luggage and 1 carry on per person.
Should the number of luggage be exceeding the above number, client must inform at the time of the request.
2.7: Missed Departures
It is client’s responsibility to have all necessary valid passports, visas and other travel documents and to arrive at the correct departure point at the correct time. We decline any responsibility should you miss a tour or incur any extra expenses your delay or no-show may cause to you. No refund is due for failure to show up on time for the tour or other service provided by us.
2.8: Refusal of Travel
We reserve the right to refuse to carry any person or accept a person on the tour whose conduct or manner may cause offence or upset to other participants. The same applies to any person who is experiencing medical symptoms that could cause ill health to others or to any person we suspect may not be fit to travel or tour. We apply our standard cancellation policy in this case.
2.9: Disabilities and Medical Problems
It is client’s responsibility to ensure he/she is fit enough to tour on the departure date. Some of our tours may not be fully accessible to wheelchairs or clients with any mobility issues – we will try to accommodate disabilities and medical problems where we can but please be aware that some of our tours may simply not be suitable for you. It is essential that you notify us upon booking about any medical problems which may affect your ability to travel on our tours so that we can advise you if your chosen arrangements are feasible for you. Should you fail to do so and as a consequence be unable to complete your trip or access a tour we cannot be held responsible for any cost or inconvenience this may cause you if we are unable to accommodate you or any member of your party.
2.10: Complaints
We are open to suggestions and comments from our clients that allow us to optimize our services and we take responsibility for our mistakes or failures. In the event that you have any complaint during the course of your tour then please bring this immediately to the attention of our office or guide or driver so that we can intervene and provide a solution while the tour or another holiday experience is still taking place.
If after you have ended your tour or trip you wish to further address the matter please contact us within max 21 days after your travel date at info@guidaly.com providing all relevant information necessary to allow us to address your complaint.
