Terms & conditions
Art. 1 – Definitions
The request for services made by the Client regarding the so called Active Offer (the “Booking”) is an integral and substantial part of these “General Terms and Conditions” (hereinafter “T&Cs”), also for the purpose of establishing the common intent of Living Roads, a project by Caf Tour & Travel S.r.l. (the “Company”), and the individual or legal entity requesting the Services (the “Client”) (hereinafter the Company and the Client will be jointly referred as, the “Parties”).
For the purposes of these T&Cs and of the Booking, the following definitions apply:
- Active Offer (biking, hiking or multi-activity tours): multi-day tours by bike and/or on walking tours in various destinations;
- Private Tours: Services provided exclusively in favour of the persons listed in the Booking submitted by the Client;
- Group Tours: Public tours available until full and require a minimum number of participants;
- Last Minute: a Booking made within 30 (thirty) days prior to the Service being provided.
In these T&Cs, capitalized terms have the meanings assigned to them in the clauses where they appear in bold, in quotation marks and parentheses. Singular terms include the plural, and vice versa.
These T&Cs apply to all contractual relationships between the Company and the Client, pursuant to Articles 1341 and 1342 of the Italian Civil Code.
Art. 2 – Subject and general regulation
By submitting the Booking via the Company’s website and/or by sending an email to info@livingroads.com and/or by phone call, the Client expresses their intent to receive the Active Offer and agrees to accept all the rules of these T&Cs, which the Client declares to fully acknowledge.
The Booking represents a binding proposal for the Client and gives rise to mutual obligations once the Client become aware of the Company’s explicit acceptance of the Booking through a notification of a confirmation and/or the issuance of an invoice (the “Confirmation”).
With the Booking, the Client orders the Company, which accepts through the Confirmation, to perform the services specified in detail in the Booking (the “Services”), being the Booking – to which is hereby referred - an integral part of this contractual relationship.
The Services will be performed according to the methods, timing, and technical specifications agreed upon in the Booking, in line with best industry practices, and for the benefit of the persons listed in the Booking (the “Participants”). The Participants, including any Substitutes, agree to all the rules set out in these T&Cs.
Art. 3 – Price and Payment Terms
The agreed fee (the “Price”) shall correspond to the amount specified in the quote sent by the Company and confirmed by the Client at the time of Booking.
The Client, having carefully evaluated the Price, waives to request a reduction for any reason, considering it fair and appropriate.
The Client acknowledges that the agreed Price may vary in the event of: unexpected increases in fees and/or changes to the Service and/or Last Minute Bookings.
Payment shall be made as follows: 20% of the Price upon Confirmation of the Booking as down payment; 80% of the Price within 30 days from the date the Service is performed (the “Deadline”).
In case of non-payment within the Deadline, the Company reserves the right to cancel the Booking and to apply Penalties.
For Last Minute Bookings, full payment of the Price is required.
If the Company sends a Confirmation for a Last Minute Booking, the Price will not be refunded in case of cancellation by the Client.
Payments can be made by Pay Per Link, wire transfer, or credit card (VISA, MASTERCARD, AMERICAN EXPRESS).
Art. 4 – Security Deposit
For tours that include the rental of technical equipment (bikes and accessories), the Client shall pay the Company, at the time of Confirmation, a non-interest-bearing amount of €500.00 as a security deposit (the “Security Deposit”).
The Security Deposit shall be refunded upon completion of the Service, following the return and inspection of the technical equipment to confirm its condition. If the equipment is returned damaged or any breach occurs, the Company will keep the Security Deposit as part payment for any further amount owed.
Art. 5 – Service Change
If one of the Participants cannot take part in the Service, the Client may notify the Company in writing at least 7 (seven) days before the Service begins to request the substitution of the Participant with another person (the “Substitution”). The Company may reject the Substitution if the substitute does not meet the requirements and/or if written notice is not received at least 7 days before the Service shall be performed. Substitution does not change the original contract, but the Company may charge additional costs to the Client.
The Client may request a modification to the Service within 21 days before the Service shall be performed.
Modifications requested by the Client may incur additional and reprocessing costs, resulting in an increase in the Price. In particular, if the modification of the Service required by the Client is non-substantial (e.g., itinerary changes), a €50.00 fee applies; if the modification of the Service required by the Client is substantial (e.g., date and/or destination change), it will be treated as a cancellation by the Client, with the application of Penalties.
Art. 6 – Service Delays
Any delays in check-in, delivery of equipment and/or the start of the Service are the sole responsibility of the Client.
If an essential element of the Service becomes unavailable, the Company will seek alternative solutions for the Client. If alternatives are unavailable and/or the Client grounds the rejection of the alternatives proposed by the Company, the Company will arrange the Client's return and/or transfer at no cost. Alternatively, the Company may offer a voucher equivalent to the unused portion of the Service.
Art. 7 – Service Cancellation
In case of Service cancellation by the Client, the Company will apply the following penalties (the “Penalties”):
- until 60 days before the Service: the penalty shall be equal to 20% of the Price;
- from 59 to 30 days before the Service: the penalty shall be equal to 50% of the Price;
- from 29 to 15 days before the Service: the penalty shall be equal to 70% of the Price;
- from 14 days before the Service: the penalty shall be equal to 100% of the Price.
Service cancellation by the Client must be communicated in writing.
The Client may purchase insurance in case of cancellation (visit our dedicated page).
Penalties shall apply regardless of the reason for cancellation.
If the Company informs the Client that the Price of the Service has increased by more than 10% and/or the date of the Service has changed by at least 2 (two) days, the Client may cancel the Service without penalties, provided that the Client notifies the Company in writing within 2 (two) days of receiving such communication from the Company.
The Company may cancel the Service in the event of: failure to reach the minimum number of Participants in Group Tours and/or force majeure and/or unavailability of third parties involved in the Service, by informing the Client at least 30 (thirty) days prior to the Service date and refunding the Price. In such case, the Company is not required to reimburse any additional costs incurred by the Client. No refunds will be given for delays and/or early departures of the Service.
Art. 8 – Client’s Obligations and Responsibilities
The Client undertakes to: take part in the Services safely and in good health, choosing a tour with a difficulty level appropriate to their abilities; have full insurance coverage (medical, accident, repatriation); possess valid ID and passport, and, for non-EU citizens, verify visa requirements; respect the payment terms and methods set forth in Art. 3 of the T&Cs and confirmed in the Booking.
Art. 9 – Limitation of Liability
The Company is covered by UNIPOL SAI civil liability insurance in accordance with Legislative Decree 79/2011 and subsequent amendments.
The Company shall not be held liable for: unauthorized actions by the Client; any expenses arising from the Client’s lack of insurance; actions and/or errors attributable to third parties involved in the Service (hotels, transportation, etc.). The Company is not responsible for delays or non-performance due to force majeure, including natural events, strikes, interruptions of essential services, or government orders.
The Company is only responsible for: diligent preparation of the Service; careful selection of suppliers; accurate description of the Services.
Art. 10 – Privacy and Data Processing
The Client’s personal data shall be processed by the Company, as data controller, in compliance with the principles of personal data protection set out in the GDPR Regulation 2016/679.
Art. 11 – Termination and Withdrawal
The contract is automatically terminated in the event of non-payment of the Price beyond the Deadline and/or in case the Client is in breach of the obligations set out in precedent Art. 8.
The Client may withdraw from the contract by sending an e-mail to info@livingroads.com; in this case, the Company is entitled to request payment for the Services included in the Booking. If the Client withdraws without just cause, they shall pay the applicable Penalties and compensate any further damages.
The Company may withdraw from the contract with a notice period of 30 (thirty) days.
Art. 12 – Disputes and Jurisdiction
Any complaints must be reported to the Company within 10 days of the event.
These T&Cs are governed by Italian law.
Without prejudice to cases of mandatory jurisdiction by law, any disputes arising from this contract shall be subject to the exclusive jurisdiction of the Court of Florence.