Once Italy / Terms & Conditions

TERMS

Terms & Conditions

The conditions for booking travel packages, stays and experiences with Once Italy SRL, licensed tour operator in Cortona.

1. Who we are

These Terms and Conditions apply to the travel services sold by:

Once Italy SRL
Piazza Signorelli 7, 52044 Cortona (AR), Italy
VAT number (P.IVA): 02538060514
Email: info@onceitaly.com · Phone: +39 0575 912894

PEC: onceitaly@legalmail.it · Registered with the Chamber of Commerce of Arezzo-Siena, REA AR-227549

  • Travel agency and tour operator licence: SCIA filed with the SUAP of the Comune di Cortona, file no. 02538060514-14102026-0912 of 14 October 2026 (ATECO 79.11).
  • Technical director: Ilja Boldakow.
  • Professional liability insurance: Accredited Insurance (Europe) Limited, through Heca S.r.l., policy no. HEC060059/P/2026, limit €260,000 per claim.
  • Insolvency protection (art. 47, Legislative Decree 79/2011): Fondo di Garanzia IL SALVAGENTE s.c. a r.l., Corso Svizzera 185, 10149 Torino – www.ilsalvagente.info, certificate no. 2026/1-9085.
  • Member of AIAV (Associazione Italiana Agenti di Viaggio).

2. Scope

These conditions apply to package travel organised by Once Italy SRL under the Italian Tourism Code (Legislative Decree 79/2011, as amended by Legislative Decree 62/2018, implementing EU Directive 2015/2302), and, where stated, to single travel services booked with us, such as accommodation, transfers, guides or experiences.

When you book only a single service, the package travel rules do not apply; the conditions of the supplier providing the service also apply, and we will tell you about them before you book.

Bookings made through a travel agency are also governed by the agreement between Once Italy and that agency.

3. Booking and contract

  • We send you a written quote and the standard pre-contractual information required by law.
  • The contract is concluded when we confirm your booking in writing and receive the deposit.
  • Please check your confirmation carefully and tell us straight away about any mistake.
  • The person making the booking must be at least 18 years old and accepts these conditions on behalf of everyone named in the booking.

4. Prices

  • Prices are in euros and include only the services listed in the quote and confirmation.
  • Unless stated, prices do not include: tourist tax, travel to Italy, meals and drinks not listed, tips, personal expenses and travel insurance.
  • After booking, the price may change only because of changes in transport fuel costs, taxes or fees, or exchange rates, and never later than 20 days before the start of the trip. If the increase is more than 8%, you may accept it or cancel with a full refund.

5. Payment

  • Deposit: 30% of the total price when you book.
  • Balance: no later than 30 days before arrival.
  • For bookings made less than 30 days before arrival, the full price is due when you book.
  • Payment is by bank transfer or other methods we confirm in writing. Bank charges are paid by the client.
  • If a payment is not received on time, we may cancel the booking and apply the cancellation fees in section 8.

6. Accommodation: tourist tax, deposits and house rules

  • Tourist tax is set by each municipality and, unless included in the price, is paid on site.
  • Some villas and apartments ask for a refundable security deposit, returned after check-out if there is no damage.
  • Check-in and check-out times, the maximum number of guests, pets, events and house rules are those stated for each property.
  • Italian law requires us or the property to register every guest with the police: please bring a valid identity document for each traveller.

7. Changes and transfer of the booking

  • Your changes: after confirmation we will try to make any change you ask for, subject to availability; any extra cost is yours.
  • Transfer to another person: you may transfer the package to someone who meets all the conditions, by telling us at least 7 days before the start. You and the new traveller are jointly liable for the balance and any extra costs.
  • Our changes: we may make minor changes and will tell you clearly. If we must significantly change a main element of the trip, you may accept the change or cancel with a full refund.

8. Cancellation by the traveller

You can cancel at any time by writing to info@onceitaly.com. The following fees apply, as a percentage of the total price, counted from the date we receive your cancellation:

  • 60 days or more before arrival: the deposit (30%)
  • 59 to 30 days before arrival: 50%
  • 29 to 15 days before arrival: 75%
  • Less than 15 days before arrival, or no-show: 100%

If unavoidable and extraordinary circumstances at the destination significantly affect the trip, you may cancel before the start without paying any fee.

Where a specific property or supplier has stricter conditions, we will state them in the quote before you book.

9. Cancellation by Once Italy

We may cancel the contract and refund everything you paid, without further compensation, if:

  • the minimum number of participants stated in the quote is not reached, and we tell you within the time limits set by law; or
  • we are prevented from performing the contract by unavoidable and extraordinary circumstances, and we tell you without undue delay before the start.

Refunds are made within 14 days.

10. Travel insurance

We strongly recommend travel insurance covering cancellation, medical expenses, assistance and luggage. We can suggest a policy on request.

11. Your responsibilities

  • Make sure every traveller has a valid passport or identity card and any visa needed to enter Italy.
  • Tell us before booking about any special need (accessibility, diet, allergies).
  • Respect the properties, local rules and the instructions of our staff and suppliers. You are responsible for damage you cause.

12. Our responsibility

  • For package travel, Once Italy SRL is responsible for the performance of all the services included, whether we provide them or our suppliers do.
  • We are not responsible when a problem is caused by the traveller, by a third party not connected with the services, or by unavoidable and extraordinary circumstances.
  • Our liability is limited as permitted by the Tourism Code and the international conventions that apply. Limits do not apply to personal injury or to damage caused intentionally or through gross negligence.
  • If you are in difficulty during the trip, we will give you prompt assistance.

13. Problems during the trip and complaints

If something is not as agreed, please tell us immediately so we can fix it on the spot: call +39 0575 912894 or write to info@onceitaly.com. You can also send a written complaint after the trip. Claims for compensation must be made within the time limits set by law.

14. Personal data

We process your personal data as described in our Privacy Policy.

15. Applicable law and disputes

These conditions are governed by Italian law. For consumers, the competent court is the one where the consumer lives or has their domicile, as provided by the Italian Consumer Code. In all other cases, the Court of Arezzo has exclusive jurisdiction.

Last updated: 15 October 2026