GENERAL TERMS AND CONDITIONS OF SALE AND TERMS OF USE OF THE E-COMMERCE PLATFORM BOOKING.BASILICASANPIETRO.VA FOR THE ONLINE PURCHASE OF INDIVIDUAL SERVICES AND TOURIST PACKAGES
Preamble
Company
Definitions
Table of Contents
1. User Obligations
2. Conditions of Use
3. Website Registration
4. Duration and Nature of the Offer
5. Prices, Taxes, and Currency
6. Revision of Tourist Package Prices
7. Trip Duration
8. Booking Acceptance
9. Payment and Invoicing
10. Travel Documents
11. Administrative and Health Formalities
12. Minors
13. EU and Non-EU Citizens
14. Special Rules for Destinations or Stopovers
15. Tourist Package Sales Contract
16. Hospitality Contracts
17. Transportation Contracts
18. Rental Contracts
19. Other Tourist Service Contracts
20. Liability
21. Booking Cancellation or Modification
22. Name Change
23. Withdrawal
24. Modification or Cancellation of the Package Before Departure
25. Assistance
26. Complaints
27. Insurance
28. Applicable Law
29. Mandatory Notice pursuant to Article 17 of Law No. 38/2006
Preamble
The tourist services and packages published on the website and available for purchase via the e-commerce platform accessible at www.booking.basilicasanpietro.va (hereinafter, the “Website”), are governed by these general terms and conditions of sale and terms of use of the platform for the online purchase of individual services and tourist packages (hereinafter, the “General Conditions”), offered by HIVE S.R.L. (hereinafter also referred to as “HIVE”) as the exclusive professional operator.
HIVE reserves the right to supplement and/or modify the General Conditions and publish them on the Website at any time.
HIVE operates both as an intermediary in the sale of services and/or tourist packages offered by other providers/organizers and as an independent organizer, in compliance with all applicable laws and regulations.
HIVE’s liability is governed by the rules referenced below.
Through the website, HIVE provides the User, based on their online requests and searches, a proposal for a travel idea, services, or tourist packages, in exchange for a fee for the service offered.
Tourist packages are governed by the Tourism Code, specifically Articles 32 to 51 - novies, as amended by Legislative Decree No. 62 of May 21, 2018, available at https://www.gazzettaufficiale.it/eli/id/2018/06/06/18G00086/sg, implementing EU Directive 2015/2302, which is hereby fully incorporated by reference. Contracts for the provision of only transportation, only accommodation, admission tickets, or any other separate tourist service cannot be classified as travel arrangements or tourist packages and are not subject to the protections provided by the Tourism Code; the individual supplier’s contractual conditions will apply. Responsibility for fulfilling the contract lies solely with the service provider.
Company Information:
HIVE S.r.l.
Via E. Conti, No. 7
42020 San Polo D’Enza (RE)
VAT No. 02893710356
Share Capital: EUR 1,000,000.00 fully paid-in
Business Register No. RE-322623 dated 19.06.2020.
Travel Agency License No. 32657 dated 26.01.2023.
RC Policy: Pursuant to Article 47, paragraph 2, Legislative Decree 62/2018, HIVE has taken out a Professional Liability Policy with Europ Assistance Italia No. 4804756.
Under tourist package arrangements, travelers benefit from protection against the organizer’s or seller’s insolvency or bankruptcy, regardless of their place of residence, departure point, or package sales location, and regardless of the EU member state where the protection provider is established. To fully comply with this obligation, HIVE has joined the AIAV Guarantee Fund, which guarantees, upon request from the registered User/traveler, a refund of the price paid for the package and the immediate return of the traveler if the package includes transportation.
Definitions:
Digital Audio Guides: A digital application providing historical and cultural information in audio format for a tourist route, available in multiple languages and accessible via a link and/or QR code to be opened using the consumer’s personal mobile phone/tablet or the phone/tablet of each person included in the booking. The devices will be connected to the internet independently by the consumer via GSM or Wi-Fi network: data traffic and internet access are therefore not included in the Digital Audio Guide. The audio guide is linked to the Basilica access booking. Booking the Basilica access with an audio guide is also included in the ticket purchase for Dome access, Treasury Museum access, and Necropolis access.
Ticket: Tickets that serve as admission for visits to historical and cultural sites managed by Fabbrica di San Pietro (Dome, Necropolis) and/or to tourist, sports, recreational, or museum events or attractions requiring admission.
Shopping Cart: Services or packages selected by the User after performing one or more searches on the Website.
Unavoidable and Extraordinary Circumstances: A situation beyond the control of the party invoking such a situation and whose consequences could not have been avoided even if all reasonable measures had been taken.
Circumstances Due to Liturgical Needs: Circumstances arising from decisions by the Holy See and the Holy Father for extraordinary liturgical celebrations during the Jubilee Year that result in the cancellation of access to areas of historical and cultural interest in the Basilica and access bookings for visits to St. Peter’s Basilica.
Consumer: The individual acting, by entering into a contract, for purposes unrelated to any business, commercial, artisanal, or professional activity.
Customer Service: Free assistance provided on working days and hours to Visitors and Users of the Website (also referred to as Visitor Assistance or Need Help?).
Authentication Credentials: Email and password used by the User to access the Website.
Non-Conformity Defect: A failure in the tourist services included in a package.
Provider: The actual provider of the contracted service by the Supplier or HIVE.
Experience: A tourist package consisting of at least two different types of tourist services and including a private or group (shared) activity, which may include, for example, a guided tour of museums or sites of interest, transportation with one or more means, a practical activity, a lunch, a dinner, or a tasting in selected locations, as well as stays in unique and unconventional accommodations.
Supplier: Companies contracted by HIVE that provide products available for online purchase, including via XML integration.
Travel Ideas: Purely indicative proposals made available on the Website, related to individual services or web packages, which the User may modify and re-quote where available. The User may save their searches conducted on the Website as “travel ideas,” knowing that no service included in the saved travel idea is reserved. The User can retrieve their saved travel ideas from the Website to:
• Check the current availability, costs, and applicable rate rules of the included services at the time of the new search;
• Modify and re-quote the previously saved travel idea;
• Proceed with the purchase after re-quoting and verifying service availability.
Minor: A person under the age of 18 who lacks the capacity to act independently and enter into contracts or other legally valid transactions.
Organizer: A professional who combines packages and sells or offers them for sale, either directly or through or alongside another professional, or a professional who transmits data related to the traveler to another professional in accordance with Article 33, paragraph c), number 2.4, of the Tourism Code.
Package Tours: Under Article 33 of the Tourism Code, a "package tour" is defined as a combination of at least two different types of travel services (namely: a. passenger transport; b. accommodation not constituting an integral part of passenger transport and not intended for residential or long-term language course purposes; c. car rentals, other vehicles, or motorcycles that require a Category A driving license within the EU [pursuant to the text of the rental directive: "other motor vehicles within the meaning of Article 3(11) of Directive 2007/46/EC of the European Parliament and of the Council (1), or motorcycles requiring a Category A driving licence in accordance with point (c) of Article 4(3) of Directive 2006/126/EC of the European Parliament and of the Council (Directive 2006/126/EC of the European Parliament and of the Council of 20 December 2006 on driving licences (OJ L 403, 30.12.2006, p. 18)"]; d. any other tourism-related service not constituting an integral part of one of the travel services referred to in a), b), or c), and not a financial or insurance service, nor qualifying as an “additional tourism service”) for the same trip or holiday if at least one of the following conditions is met: 1) such services are combined by a single professional, even upon the traveler's request or according to their selection, before a single contract is concluded for all services; 2) such services, even if concluded with separate contracts with individual service providers, are: 2.1) purchased at a single point of sale and selected before the traveler consents to payment; 2.2) offered, sold, or invoiced at an all-inclusive or lump-sum price; 2.3) advertised or sold under the term "package" or a similar designation; 2.4) combined after concluding a contract whereby the professional allows the traveler to choose from a selection of different types of travel services or purchased from distinct professionals via interconnected online booking processes where the traveler's name, payment details, and email address are transmitted by the professional with whom the first contract is concluded to one or more professionals, and the contract with the latter is concluded within 24 hours after confirmation of the first travel service.
Web Packages: Travel packages proposed as personalized travel ideas and re-quoted by the User, or freely combined by the User, who has the opportunity to modify the services by selecting different options proposed on the Website before confirming the booking.
Booking: An order submitted through the Website.
Basilica Access Booking: A booking that can be made online, via the Website, for scheduled access to St. Peter’s Basilica (the booking includes a digital audio guide).
Group Access Booking: A booking that a private user can make online, via the Website, for groups of a minimum of 2 and a maximum of 15 people to access St. Peter’s Basilica at a scheduled time and day, subject to availability (the booking includes a digital audio guide). During the group visit by a private individual, pauses within the Basilica to describe any artwork or monument are not permitted.
Group Access Booking with Tourist Guide: The tour operator or tourist guide wishing to make a booking for a group accompanied by a Tourist Guide can access this booking type for a minimum of 2 people (including the guide) and up to a maximum of 15. The tourist guide must be authorized to carry out this activity and possess a valid badge. Once inside, the guide must proceed to the on-site ticket counter to collect the radio guides, presenting the booking and guide badge. Unauthorized guides are not permitted within the Basilica or its grounds, and guided groups without radio guides will not be admitted.
Professional: Any public or private individual or legal entity acting, within the scope of their commercial, industrial, artisanal, or professional activity, as an organizer, seller, facilitator of linked travel services, or provider of travel services, in line with current regulations, including when acting through another person on their behalf.
Return: The traveler's return to the point of departure or another agreed-upon location.
Services: These include Package Tours, Web Packages, Travel Ideas, Tours, access tickets to cultural and historical sites within St. Peter’s Basilica, and any other travel-related or ancillary services available on the Website.
Website: www.booking.basilicasanpietro.va
Summary (Page): The page with a summary of the services added to the cart, selected by the User, including the total service price, payment method (deposit and balance or full payment), and payment terms.
Durable Medium: Any tool that enables the traveler or the professional to store information personally addressed to them in a way that allows access in the future for an appropriate time according to the information’s purpose and permits identical reproduction of the stored information.
Tour: A travel package consisting of a combination of at least two different types of travel services over a multi-night itinerary that may cover one or more destinations and includes one or more experiences, possibly with transportation and/or accommodations.
Train: High-speed trains, long-distance national/international trains, regional trains regularly operated by the national railway company.
Other Means of Transportation: Ground/sea transportation other than air and train.
User: A consumer registered on the Website.
Seller: A professional other than the organizer who sells or offers for sale packages combined by an organizer.
Traveler: Any person entering into a contract or authorized to travel under a package tour contract or linked travel service.
Visitor: Any consumer not registered on the Website.
Charter Flight: A flight provided by an airline with an aircraft chartered by the Tour Operator, not listed among the regularly operated flights by the airline. Also known as ITC flight. The flight schedule is typically unknown at the time of purchase, particularly for flights chartered to specific tourist destinations during a given period; flight plans and schedules will be confirmed no later than 24 hours before departure.
Scheduled Flight: A flight regularly operated by a scheduled airline.
Low-Cost Flight: A flight regularly operated by a low-cost airline that limits included services on the ground and in-flight, offering paid services (e.g., cabin and checked baggage, in-flight meals and drinks, seat assignments, pets) with some of these only purchasable through direct contact with the carrier, per the carrier's general terms of sale and transportation.
1. USER OBLIGATIONS
The User is required to register to purchase services/packages or to save travel ideas created or customized by themselves. Accessing the Site constitutes acceptance of all terms and conditions governing its use, with particular regard to the provisions outlined below. The User acknowledges that bookings and purchases of tourism products and services made through the Site will be governed by these general terms and conditions of sale.
The User guarantees the truthfulness, accuracy, and timeliness of the information provided in their own name and on behalf of all beneficiaries of services booked on the Site, for whom the User acts as representative, and to whom these general terms and conditions of sale apply in full. It is the User’s responsibility to verify that the information entered is correct and to amend it if necessary before completing the booking. The first and last names of participants must match those shown on their identity documents required for travel.
HIVE holds no responsibility if the information provided by the User at the time of registration and/or order (name, postal address, email, phone number, and any other data required by respective providers to complete the online booking) is false or incorrect.
The User agrees to maintain the confidentiality of their login credentials and not to share them with third parties, nor allow unauthorized third parties access to them. The User assumes responsibility for any damages and financial consequences resulting from use of this Site with their password or from use of the User’s password by third parties. HIVE reserves the right to deny any booking requests from a registered User at any time if fraudulent use of the Site by the User or by third parties is detected.
2. GENERAL TERMS OF SALE
These general terms of sale govern ("General Conditions") the sale of travel services offered in HIVE's electronic catalogs (e.g., flights, accommodations, tours, packages, activities, tickets, rentals, transfers, cruises) available on the Website.
The General Conditions constitute a binding agreement between HIVE and the User utilizing the Website to book and purchase the Services offered therein.
The User is also subject to the specific terms applicable to each Service, including details about the destination, departure date and trip duration, price, applicable fare rule, and local taxes where these cannot reasonably be calculated prior to the conclusion of the contract but may need to be paid on site and are not specified in HIVE's online catalogs because they are not pre-payable.
The User can verify non-prepayable amounts directly on the suppliers’/institutions' websites. Such specific conditions form an integral and substantial part of the contract between HIVE and the User.
The use of the Website, bookings, and purchases of Services are subject to the User's acceptance of these General Conditions. Therefore, the User must review and explicitly accept the General Conditions, including the relative specific waiver clauses under the terms and effects of Article 1341 of the Italian Civil Code and any specific terms applicable to individual Services, by checking the appropriate box or clicking on the updated hyperlink provided for this purpose and made available online on the Website. Without acceptance of the General Conditions and/or waiver clauses and/or any specific terms applicable to individual Services and packages, including web packages, it will not be technically possible to proceed with the booking confirmation and purchase of such Services/packages.
By using this Website, the User declares they understand that HIVE’s registered office is in Italy and that all transactions are governed exclusively by Italian law. The User acknowledges that content availability in languages other than Italian is intended solely to facilitate comprehension and does not constitute a solicitation or offer directed at foreign jurisdictions.
The General Conditions provide different rules depending on whether the User purchases Services as a whole or as part of a “package tour.”
The General Conditions may be modified at any time, without notice; however, such changes will not apply to orders completed by the User before the modification. Therefore, the User is required to read the current text of the General Conditions carefully before booking and purchasing Services or packages on this Website by clicking on the hyperlink available before initiating any search.
The User acknowledges and agrees that HIVE reserves the right to refuse the provision of services in any jurisdiction where it considers that local regulations may impose obligations that are incompatible with these General Conditions or that may alter the economic terms of the offer.
3. REGISTRATION ON THE WEBSITE
The User, if acting as an individual, declares to be at least 18 years of age, to have the capacity to act in order to be bound by these General Terms of Sale, which they declare to understand and fully accept.
The legal reference sources are Legislative Decree no. 70 of April 9, 2003, implementing Directive 2000/31/EC on certain legal aspects of information society services, particularly electronic commerce, in the internal market, and Legislative Decree no. 206 of September 6, 2005 - Consumer Code
The User is free to browse the Website and, in order to make purchases on the Website or save their searches as travel ideas, must first register by completing the form accessible through the Website’s homepage by clicking on the register icon, using their personal data.
All data will be processed in accordance with Regulation (EU) 2016/679, with the complete information available at the time of registration on the Website.
The User will also be required to enter their email address and create a secret password. Upon successful registration, the User will receive a welcome email at the email address provided, confirming that the account has been activated and detailing the associated email, thus confirming registration. The User agrees to diligently refrain from disclosing or transferring their access credentials to third parties and to retain, safeguard, and keep them secret.
The email address and password will serve as authentication credentials ("Authentication Credentials") to access all functions available to a User of the Website.
After registering, and before proceeding with a purchase during checkout, the User will be asked to accept the General Conditions with a click, as well as to review and approve, with a separate click, the specific waiver clauses pursuant to Article 1341 of the Italian Civil Code. Once these provisions are accepted and specifically approved, they shall be considered valid and binding for the User, who may then proceed with the purchase.
The User declares and guarantees that all personal data and information provided during the registration process are current, complete, truthful, and accurate. The User agrees to promptly update any changes to their registration data on the Website.
The User shall be solely responsible for their Authentication Credentials in terms of both their safekeeping and use. If the User becomes aware of any unauthorized use of the Authentication Credentials and/or any breach of password confidentiality, they must promptly inform the Data Controller and Website operator in writing (HIVE S.r.l., via Conti 7 - 42020 San Polo d'Enza (RE), email help@basilicasanpietro.va).
All operations performed using the Authentication Credentials are considered to be carried out by the registered User to whom the Authentication Credentials refer.
HIVE reserves the right, at its discretion and at any time, to:
• Terminate the contract with the User in the event of improper use of the Website or contrary to the general conditions;
• Refuse registration or delete existing Authentication Credentials, with the simultaneous deletion of the profile, without any obligation to provide reasons for these decisions or to grant compensation or indemnity.
HIVE states, as provided in the General Conditions, that:
• It is not liable for any damage, claims, or losses, direct or indirect, arising to the User from the non-functioning and/or malfunctioning of the Website or of the electronic equipment of the Users themselves or third parties (including Internet Service Providers);
• It cannot be considered in default towards the User, nor liable for any damages if it is impossible to provide electronic services related to the Website or if it is impossible to access the Website due to the malfunctioning of electronic communication means for reasons beyond its control (such as unavailability of telephone lines or other network service providers, malfunction of the User's or third parties' computers or other electronic devices, malfunction of software installed by the User, or actions by other users or persons accessing the network);
• It may suspend and disconnect the Website, permanently or temporarily, without being held liable towards the User;
• It is not responsible for hyperlinks to websites managed by third parties other than HIVE, which may be contained on this Website, provided solely for informational purposes, and the inclusion by HIVE of hyperlinks to such websites does not imply any endorsement of the material published on those websites or any other relationship between HIVE and their operators.
4. DURATION AND NATURE OF THE OFFER
The Service offers viewable on the Website are valid and purchasable for as long as they are displayed on the Website and may vary in real-time in terms of availability, price, and fare rule. To confirm the selection in the cart, during the name-entry phase, the system performs an additional check on all selected services and informs the User of any changes in availability and/or price compared to what was previously viewable in the cart before proceeding with the purchase.
HIVE strives to offer a realistic view of the proposed services through photos and illustrations provided by the respective suppliers. However, the photos and illustrations in the descriptions are purely illustrative, provided by the suppliers of the proposed services, and may not reflect the condition of facilities and services at the time of booking as they are not constantly updated by the suppliers/providers. In any case, these photos and illustrations do not bind HIVE, except to the extent that they indicate the category or level of services. The registered User is referred to the photos and descriptions of the services published by the actual providers on their official websites. HIVE does not guarantee the accuracy of the software, products, information, and services published on its Website, as they may contain typographical errors, misspellings, or system inaccuracies. It is not liable for any inaccuracies in information related to air, maritime, or land transportation, accommodations (hotel or otherwise), and any other information, product, or service on the Website (such as video reproductions, photographs, etc.).
5. PRICES, TAXES, AND CURRENCY
For each product/service, travel idea, or package tour, the price is as indicated from time to time on the Website, only if it corresponds to the result of a search carried out by the User, except in cases of an evident and recognizable pricing error.
The price of the Services available for purchase on the Website may vary depending on the period, the number of participants, and the selected services. The actual amount depends on the Services actually purchased and confirmed.
The price, availability, and applicable fare rule for the Services may vary even during the User's purchasing process.
Transportation rates, for example, vary continuously at any time, depending on occupancy and seasonality. Moreover, suppliers or carriers may change prices between the booking request and actual payment.
Before proceeding with the purchase, on the final screen, called “summary,” related to the purchase proposal, the total price of the services selected by the User is indicated.
Thus, it is specified that the definitive offer, constituting the actual sales price, is formulated only after the User's research and selection process, and more precisely, only after entering the travelers' names, expressly accepting the general terms, and making the payment within the maximum timeframes indicated on the Website. The booking is considered confirmed only after receiving the confirmation email, as provided in Article 8. The User must verify the receipt of confirmation for all booked services and, in the event of anomalies, contact Customer Service (also referred to as Visitor Assistance or Need Help?).
The descriptions of Services / Package tours on the Website specify the services included in the price and any specific terms applied to these Services.
All prices are expressed in Euro or in another currency that HIVE, at its sole discretion, deems appropriate to use, which will be explicitly indicated in that case, and include VAT if due.
For Services that include accommodation and transportation, prices are calculated based on the number of nights and not the number of full days. For rentals, the duration is based on hours, including included services. Unless otherwise specified in the offer, prices do not include (non-exhaustive list):
• The registration fee, if applicable;
• Insurance (unless included);
• Entry/exit fees required by certain countries, to be paid locally in cash upon arrival or departure;
• Accommodation tax or resort fees, if any;
• Any surcharge applied on-site by accommodation facilities for late check-out or early check-in (subject to availability and confirmation from the accommodation provider);
• Additional fees for luggage (when not included) or excess baggage on transport or internal routes;
• Parking at the airport, port, or railway station;
• Visas and administrative fees when required by individual countries for entry;
• Necessary health formalities for travel (preventive vaccinations, pre-departure tests, en route tests, or tests before returning based on the entry and exit rules adopted by each country, medical treatments, etc.);
• Meals not included in the meal plan of the selected accommodation, and those consumed during stopovers or on transport;
• Drinks consumed at meals (if not included in the chosen meal plan) and those consumed during stopovers or on transport;
• Special fees or additional services for children or infants, to be paid directly to the service provider;
• Optional tours and excursions, museum and site entry fees (unless explicitly included in the program);
• Paid activities (not typically included);
• Personal expenses;
• Mandatory tips in certain countries or tips required for specific types of services;
• Customary tips for guides and drivers, particularly during tours or cruises;
• Additional insurance policies offered directly to the Traveler by the service provider;
• Any surcharges for returning rentals at a different location, if allowed, from where the vehicle was picked up;
• Additional equipment on rentals beyond the standard (GPS, child seats, snow chains, etc.);
• Final cleaning costs (or similar) for stays in accommodations other than hotels;
• Additional charges for extra beds beyond those included in the selected accommodation;
• Taxes that may be imposed by authorities and must be paid on-site;
• Any items not specified among the inclusions of the purchased services.
6. PACKAGE TOUR PRICE ADJUSTMENT
In accordance with Article 39 of the Tourism Code, the price of the package tour is determined in the contract. With reference to the details provided on the Website after concluding the package tour contract, prices may be increased, with a maximum cap of 8%, only if the contract explicitly provides for it and specifies that the User is entitled to a corresponding price reduction, as well as the calculation method for the price adjustment. If a price increase exceeds this percentage, the User may withdraw from the contract without penalties.
The price may be adjusted, either up or down, solely in response to changes in:
• Transportation costs, including fuel costs;
• Taxes and fees related to air transportation, landing fees, disembarkation or embarkation fees at ports and airports;
• Exchange rates applied to the package in question.
In any case, the price cannot be increased within 20 days prior to departure. In the event of a price decrease, the organizer is entitled to deduct administrative and handling fees from the refund due to the traveler, for which they must provide proof upon the traveler's request.
7. TRIP DURATION
The duration of travel services/package tours/travel ideas includes:
• The departure day starting from the check-in time at the airport/port/station, if applicable;
• The return travel day until arrival time at the airport/port/station.
1. Prices are calculated based on the total number of travelers, the number of rooms, and the number of nights, not full days.
2. For car rentals, only the rental hours are counted.
3. A "night" refers to the period when the room is available (typically from 2:00 PM on the arrival day until 10:00 AM on the departure day, with varying times for specific accommodations/locations).
4. The first and last days are generally dedicated to transport if included.
5. Consequently, if due to schedules imposed by airlines (or other forms of transport), the first and last day and/or night are shortened because of a late evening arrival or early morning departure, no reimbursement will be granted. The same applies if the stay is extended.
6. No compensation will be given if the return is on the day following that specified in the contract.
7. For charter flights, it is recommended to consider this possibility and plan accordingly both personally and professionally.
8. The User agrees to communicate in writing to HIVE at the time of booking and before the booking confirmation any special personal requests, including assistance at the airport for individuals with reduced mobility, special meal requests on board or at the destination. These requests may be subject to specific agreements regarding travel arrangements, provided their implementation is feasible and subject to a specific agreement between the traveler and HIVE.
8. BOOKING ACCEPTANCE
To conclude the contract for the sale of Services, the User is required to:
• Initiate one or more searches, starting from a travel idea or by using one of the search engines available, completing all required fields;
• Start the availability search for tickets to the historic and cultural sites of St. Peter's Basilica (Dome, Treasury Museum, Necropolis) or for the basic access reservations to St. Peter's Basilica with a digital audio guide;
• Select desired options from the available results, which also display the price, and, after registering, proceed with completing the reservation by entering the names of the participants and any other mandatory information required to continue browsing the Website;
• Before confirming and proceeding with payment, acknowledge, under their own responsibility, any potential price changes indicated when entering names;
• Click the relevant boxes to confirm they have read and accepted these General Conditions, including the specific clauses. Acceptance of the sales conditions constitutes a final reservation, being an irrevocable proposal from which it is not possible to withdraw, except as provided in Article 23 and without prejudice to the application of cancellation and modification rights provided;
• Proceed with payment if required by clicking the "pay" button or similar, for the non-refundable deposit or balance;
• Complete the balance payment within the specified period as highlighted on the summary page;
• Any errors identified after finalizing the order and any costs associated with corrections will be fully borne by the User, as HIVE bears no responsibility for manually entered data during booking by the User. HIVE is exempt from any liability for data voluntarily provided by the User, who agrees to promptly inform HIVE of any changes regarding such data.
After clicking the pay button on the Website, the User's booking request is considered irrevocable. The booking request independently submitted on the Website is considered accepted and confirmed by HIVE once the User receives the booking confirmation of the Services, either directly online or via email. If the Services are available, the confirmation will be sent by HIVE within 48 hours of receiving the payment. It is essential that the User confirms receipt of all booked services (please also check the “junk” or “spam” folder), and, only in the event of anomalies, including partial confirmation of selected services, they should contact Customer Service (also referred to as Visitor Assistance or Need Help?) ("Purchase Process").
The User acknowledges and accepts that if the requested Services are marked on the Website as "on demand," due to the dynamic nature of pricing and availability of such Services even within a very short timeframe, clicking to submit payment details does not initiate the actual purchase process but rather sends a request for HIVE’s team to make contact. The team will inform the Customer via email of the availability of the requested Services, providing a link through which the Customer can confirm their intention to proceed with the actual purchase as outlined in the Purchase Process above.
9. PAYMENT AND INVOICING
Purchases made on the Website can only be paid for by the User via the Website through:
• Credit or prepaid debit cards of the circuits indicated on the payment page at the end of the booking process. To proceed with payment, the User must enter their credit card details, which will be processed in compliance with Regulation (EU) No. 2016/679 and Legislative Decree No. 196/2003, as amended by Legislative Decree No. 101/2018. Data will not be collected by HIVE but will be managed directly by the banking institution, which acts as an independent data controller. HIVE will only receive transaction validation from the bank;
• PayPal account;
• Other payment methods, if available and indicated on the payment page at the end of the booking process.
1. At the end of the purchase, a booking confirmation email will be sent to the email address entered by the User when completing traveler information (please also check the "junk" or "spam" folder);
2. For non-refundable rate services, immediate payment in full is required;
3. For refundable rate services, the balance is due by the deadline specified by the system on the summary page;
4. If the summary includes both non-refundable and refundable services or packages, regardless of the number of services purchased (or included in the package), the non-refundable deposit amount will be charged at the time of booking. The balance amount and due date are always specified during the booking process on the summary page;
5. The system sends two alert emails to the same email address used for booking confirmation, the first 48 hours and the second 24 hours before the payment deadline (date) allowed for both balance and individual refundable rate services. The deadline is by noon, Italian time, on the specified date, excluding Saturdays. If a holiday, by noon (Italian time) on the last business day prior. Failure to pay within the allowed time automatically cancels the originally booked services without any right to a refund of the deposit paid;
6. The User is solely responsible for the chosen payment method, which must be one of the options offered by the Website;
7. If, after completing the order, the User finds an error in the selected payment method, HIVE cannot be held responsible in any way and is under no obligation to partially or fully refund the amount paid;
8. The User guarantees they are fully authorized to use the Credit Card or other payment method allowed by the Website being used for the purchase and that the selected method provides access to sufficient funds to cover all necessary costs for each requested transaction;
9. It is not possible to make a single transaction using multiple payment methods among those provided. Authorization for payment given to HIVE for booking payment is irrevocable. The User is therefore not permitted to dispute the payment unless strictly in the case of fraudulent use by third parties. Outside of this limited and legally regulated circumstance, any payment dispute by the cardholder will constitute fraud against the card issuer.
The right to dispute payment cannot substitute for the exclusion of the right of reconsideration.
Invoices are issued upon request by selecting the appropriate box to receive the invoice in the booking section dedicated to client information, and by entering all billing details before proceeding with payment. The invoice will be sent electronically to the User by the 15th of the month following the payment. The invoice will be made out to the individual who made the purchase, i.e., the registered User. Please note that the name on the invoice cannot be changed after the sale. The invoice amount reflects the total cost of the purchased package or experience/service and cannot be split or made out to multiple people.
Important: In the event of a charge without a corresponding booking confirmation, the system will indicate “booking not confirmed,” and the User will be notified of the charge per the selected payment method. The User is entitled to a full refund of the amount charged. The refund will be processed within 15 working days using the same payment method used by the User, who will be contacted by Customer Service (also referred to as Visitor Assistance or Need Help?) regarding any possible alternatives.
10. TRAVEL DOCUMENTS
Upon booking confirmation, the User receives a booking summary via email, including, as a courtesy, transportation schedules if included in the booked offer. These schedules may be subject to change. Any changes, if communicated to HIVE, will be notified to the User via email.
Upon successful completion of the balance payment, travel documents, in the form of electronic vouchers, can be independently downloaded from the User's personal area on the Website for all participants included in the booking, or they will be sent via email to the address provided by the User as soon as they are available, but not before the balance is paid.
The User acknowledges that travel documents are available and accessible in the Website’s personal area and must ensure their presence if the provider requires their presentation.
If the User makes an error when entering their data (name, surname, email, phone, date of birth, ID, etc.) or that of other participants, HIVE disclaims any liability for the trip's non-execution or incorrect execution due to non-receipt of travel documents or service denial by providers.
Scheduled flights, low-cost or charter flights, and general transportation typically allow travelers to check in online directly on the respective carriers’ websites and print the boarding pass in advance. For some carriers, this process is mandatory before departure; it is the User’s responsibility to carefully read the information regarding this requirement on the official websites of the respective carriers and to strictly follow the provided instructions.
Due to transportation rules’ variability, the User is encouraged to review the chosen carrier's terms of transport before departure.
11. ADMINISTRATIVE AND HEALTH FORMALITIES
The User is responsible for obtaining the necessary and compliant travel documents for the trip and verifying any changes in the regulations concerning them (ID card, vaccination certificate, passport, green pass, and any other valid document for all countries on the itinerary, including residence, transit visas, and health certificates as may be required).
Travel is only permitted with a valid ID or passport in good condition, depending on the destination country. Generally, a valid passport is required for destinations outside the European Union. Some countries, for example, require that the passport be valid for at least three to six months beyond the return date, that the passenger holds a round-trip ticket or exit paper, and that they have sufficient funds for their stay and return. Similarly, for obtaining a visa, some countries require proof that the passenger has taken out assistance/return insurance. Administrative and/or health formalities required for travel are available directly to the User on the following websites: http://www.viaggiaresicuri.it/, taking into account stopover or transit countries and COVID-19 rules, including green passes, tests, and quarantines. Italian citizens are advised to verify the adequacy of their documents in advance by consulting the official Italian police website: http://www.poliziadistato.it/articolo/1087, and the websites of the World Health Organization www.who.int and EASA https://www.easa.europa.eu/covid-19-travel-information. HIVE especially advises Italian citizens to check with the relevant Authorities for updates to documents, including minors' identity cards or passports, visas, mandatory and/or recommended health treatments.
The User must strictly observe these formalities and ensure that names on travel documents (bookings, tickets, vouchers) match exactly those on identity documents, passports, visas, etc. HIVE cannot be held responsible if the User fails to comply with the above requirements, especially if the User or participants for whom the registered User has made a booking on the Website are denied boarding, disembarkation, or are fined. HIVE cannot be held responsible for costs and consequences resulting from non-compliance with the customs or health regulations of visited countries. When the service includes visa fees, it is understood that HIVE is not liable if the destination country embassy refuses to issue the visa. HIVE reminds the User that only the destination country’s authorities can authorize or deny entry into their territory. If the visa is refused, it is up to the User to contact the destination country's embassy to learn about any recourse and the procedures to follow.
Furthermore, to assess the socio/political, health safety conditions, and any other useful information concerning the destination countries, and therefore the objective usability of the purchased or intended services, the User is responsible for obtaining official general information from the Ministry of Foreign Affairs, available through the official Farnesina website www.viaggiaresicuri.it and the World Health Organization website www.who.int.
If, at the time of booking, the selected destination is, per institutional information channels, a location subject to a "warning" for safety reasons, the User who subsequently decides to withdraw cannot claim exemption or reduction of the cancellation fee due to the contractual cause related to the destination’s safety conditions.
The User must also observe the rules of prudence and diligence in force in the destination countries, all information provided by the provider or organizer, and all administrative or legislative regulations related to the package tour.
12. MINORS
Since June 26, 2012, all Italian minors may travel only with an individual travel document. The new provisions stipulate that Italian minors under 14 traveling abroad without one of their parents or guardians must carry an authorization declaration that includes the name of the person, organization, or transport company to whom the minor is entrusted, signed by the person with parental authority over the minor and endorsed by the passport issuing authorities.
Minors are also eligible for the Visa Waiver Program if they possess an individual passport, as their inclusion in a parent’s passport is neither sufficient nor valid. If a minor under the age of 14 is traveling with their parents (or even just one parent), there is no need for an accompaniment declaration to be attached to the minor’s passport since the personal details of the living parents (in both English and French) are included on page 5 of the new 48-page passport.
For legal, religious, social, or other reasons, upon request from a parent or by order of the Judiciary, personal data may be omitted or redacted. For all companions other than parents who are authorized by them (with a declaration of consent), mandatory registration (e.g., grandparents) on the document is not required. Therefore, each time a minor under the age of 14 travels abroad with an escort other than their parents, the parents must sign an accompaniment declaration, which will be filed with the local police headquarters, which will issue a standardized model that the escort will present at the border along with the minor’s valid passport.
HIVE does not accept the registration of an unaccompanied minor under any circumstances, regardless of nationality, and disclaims all responsibility if, despite this prohibition, an unaccompanied minor is registered for a trip without HIVE's knowledge.
Minors accompanied by a parent must have an authorization to travel abroad if they do not share the same last name as the accompanying parent.
In any case, it is the User's responsibility to verify the necessary documentation for minors for entry into the specific destination country on the government website http://www.viaggiaresicuri.it, due to the recent introduction of stricter procedures in some countries. HIVE will not be held responsible for any irregularities related to the documentation required for travel.
13. EU AND NON-EU CITIZENS
EU and non-EU citizens, both adults and minors, must consult the relevant authorities in their country of residence or destination countries before proceeding with booking and purchasing travel services on the Website.
Obtaining up-to-date information on health, socio-political, weather conditions, and necessary documents for the countries they intend to visit is a fundamental part of responsible trip preparation and one of the traveler’s obligations, as it is both advisable and necessary to avoid potentially unpleasant situations.
The User must have a valid passport (from a minimum of 3 months to a maximum of 6 months after the travel return date, depending on the destination country). It is advisable to always verify the validity of the necessary personal travel documents by consulting the relevant authorities.
The responsibility for verifying current regulations and the need for any entry visas through the Consulate of the country of origin and destination is even more critical for non-Italian or dual citizenship travelers and for passengers from outside the European Union, who are subject to legal systems other than Italian or mutually different systems.
14. SPECIAL RULES FOR DESTINATIONS OR STOPOVERS
If the trip involves transit or a stay in the United States of America, it is noted that, as of January 12, 2009, it is mandatory to obtain an ESTA (Electronic System for Travel Authorization) to enter the United States under the "Visa Waiver Program." This authorization must be obtained before boarding any air or sea transport bound for the United States. Citizens of countries eligible for the "Visa Waiver Program" can apply for this prior authorization by accessing the ESTA (Electronic System for Travel Authorization) online.
To enter the United States under the Visa Waiver Program, travelers must possess one of the following documents:
• An electronic passport, issued starting October 26, 2006;
• A machine-readable passport issued or renewed before October 26, 2005;
• A passport with a digital photo issued between October 26, 2005, and October 26, 2006.
Additionally, travelers must:
• Travel exclusively for business and/or tourism;
• Stay in the United States for no more than 90 days;
• Hold a return ticket.
As of January 27, 2017, the ability to use the Visa Waiver Program has been restricted for citizens with dual nationality, where one of the nationalities is from the following countries: Iran, Iraq, Syria, or Sudan, as well as for individuals who have traveled to these countries since March 1, 2011, with exceptions for specific categories of travelers.
In general, in all other countries
Due to the ongoing pandemic, many countries have temporarily suspended the issuance of online visas or introduced specific rules/restrictions, available on their respective official websites.
15. CONTRACT FOR THE SALE OF PACKAGE TOURS
The contract for the sale of a Package Tour is governed by Legislative Decree No. 62/2018, to which express reference is made, along with the conditions applied by the package organizer.
On the Website, package tours can be accessed by selecting two or more services in the search engine named flight+hotel, fly&drive, or multi-destination. The names and commercial designations of the search engines on the Website may be freely modified by HIVE. To facilitate User understanding and/or in various languages, the commercial names, as of October 2024, are as follows (Italian/English):
• Tour fai da te /DIY Tour
• Trasporto + soggiorno/Transport + Accomodation
• Alloggi/Accomodation
• Basilica di San Pietro/Basilica of Saint Peter: Esperienze/Experiences True Italian Experience
• Trasporti/Transport: Voli e Treni/Flights & Trains
• Noleggi Auto /Rent a Car
• Trasferimenti/Transfers
• The Basilica: booking access to St. Peter's Basilica + digital audio guide
• The Basilica Groups: booking access to St. Peter's Basilica + radio guide
• The Dome (with or without elevator): ticket for the entrance to the Dome of St. Peter's Basilica + Booking access to St. Peter's Basilica-90 minutes before the entrance time to the Dome + digital audio guide St. Peter's Basilica;
• The Dome Groups (with or without elevator): ticket for the entrance to the Dome of St. Peter's Basilica + Booking access to St. Peter's Basilica-90 minutes before the time of entry to the Dome + radio guide;
• Treasure Museum: entry ticket to the Treasure Museum of St. Peter's Basilica + Booking access to St. Peter's Basilica-90 minutes before the entrance time to the Museum + digital audio guide St. Peter's Basilica;
• The Necropolis: entry ticket to the Necropolis (the visit provides access in groups with a guide provided by St. Peter's Basilica + Booking access to St. Peter's Basilica – 90 minutes before the entrance time to the Necropolis + digital audio guide St. Peter's Basilica.
The Customer Service (also referred to as Visitor Assistance or Need Help?) is available for any clarification and further assistance in case of questions about the alignment between the commercial names of the search engines available online in the e-commerce Platform and their functionality as booking engines. The search engines available to the User are those currently published on the Website at the time of service availability and quote verification. HIVE reserves the right to activate or remove the available search engines according to its commercial policies, without prejudice to commitments and practices already confirmed by the User.
16. HOSPITALITY CONTRACTS
The official classification of hotels or accommodations is provided solely based on the explicit and formal indications of the relevant authorities in the country where the service is provided. In the absence of officially recognized classifications by the relevant Public Authorities of the EU countries to which the service refers, or for facilities marketed as a "Tourist Village," the organizer/supplier/provider reserves the right to provide a description of the accommodation in the catalog or brochure, allowing the User to evaluate and subsequently accept it.
In addition to the category, HIVE suggests that Users also check the popularity rating and any available reviews. HIVE reserves the right to replace the booked accommodation with one of the same type/category offering equivalent services in case of force majeure. These are exceptional cases, and the User will be informed as soon as HIVE becomes aware or if the provider informs HIVE directly.
Accommodations offered by establishments on the Website can often be booked for a higher occupancy than the actual number of beds. Users should carefully select rooms that expressly include the desired type and number of beds.
Single Rooms: Have a single bed. They are subject to a supplement, offered in limited numbers, and often less spacious, less comfortable, and located in less favorable positions than other rooms, particularly on cruises, where they are often near the engine room. In some countries and/or hotels, single rooms may not be available, so double rooms for single use may be assigned, which may feature two beds of 1.5 sizes labeled "Queen Size" or a "Queen Size" bed if 1.5 size or "King Size" bed if two-person size.
Double Rooms: Feature either two single beds or, less frequently, a double bed or French-style "grand lit." In some countries and/or hotels, double rooms may have two beds of 1.5 sizes labeled "Queen Size" or a "Queen Size" bed if 1.5 size or a "King Size" bed if two-person size.
Triple Rooms: Most commonly a double room with an added temporary bed (note: the third bed may be smaller than standard as it is a double room used as a triple).
Quadruple Rooms: Generally a double room with two added temporary beds (note: the third and fourth beds may be smaller than standard size). For 2 adults and 2 children, if accommodating more than three people per room is not possible, two nearby or connecting doubles will be requested (whenever possible), and in this case, adult rates will apply (unless otherwise indicated).
Family Rooms: Some triple or quadruple rooms have three or four standard-sized beds and thus do not allow for any reduction. These rooms can accommodate families of up to 4 people.
Cabins: On cruise ships, cabins generally provide less space than hotel rooms. For example, at an equivalent star rating, the level of space and comfort in cruise ship cabins is generally lower than in local hotels.
Maximum Occupancy: In hotels, the maximum allowable number of people in the same room may exceed the available bed count.
Meals depend on the package selected by the User:
All Inclusive: Generally includes accommodation, breakfast, lunch, dinner, and beverages at meals (for example, mineral water, fruit juices, soft drinks, wines, and local liquors), typically provided between 10:00 AM and 10:00 PM. Some alcoholic beverages may not be included in this package and will be charged on-site.
Full Board: Includes accommodation, breakfast, lunch, and dinner, excluding beverages.
Half Board: Includes accommodation, breakfast, and either lunch or dinner, excluding beverages.
Note: For full board or half board, beverages are excluded unless otherwise indicated in the description.
Room Only: (only bed) includes no meals.
If the accommodations lack potable water, the cost of bottled drinking water will be borne by the User.
Some activities offered on-site may entail risks, especially for children. HIVE is in no way liable for accidents or injuries attributable to the User, third parties, fortuitous events, or force majeure. Specifically, excursions, services, and experiences purchased by the User on-site that are not included in the package tour or travel service price are not part of the contract established by HIVE in the role of organizer or intermediary. Therefore, HIVE cannot be held responsible, as an organizer or intermediary, in cases where, as a courtesy, residents, escorts, or local correspondents may handle booking these excursions.
HIVE does not guarantee that on-site activities described in the description will be available and will not be liable if such activities are canceled by the local provider due to weather conditions, force majeure, off-season stays, or if the minimum number of participants required for the activity (e.g., group sports, kids club) is not met. For example, some activities may not be operational at the beginning or end of the tourist season, some facilities (restaurants, pools, etc.) may be closed, and maintenance work may be underway. The number and frequency of entertainment and sports activities, if provided, may vary depending on the number of guests present at the property and the weather conditions.
For instance, during peak season, the number of umbrellas, deck chairs, and sports equipment may be insufficient. The opening hours of bars, restaurants, and nightclubs may be irregular and depend on the management of the establishment. Most beaches, even those defined as "private," are open to the public, and it may happen that they are not cleaned regularly. Sporting activities available by registration are often organized by staff external to the hotel or accommodation. Therefore, transportation, if necessary, will be at the User's expense. It may also happen that such activities are canceled due to an insufficient number of participants, which will not give rise to any refund.
Before making any bookings, the User is responsible for checking any local events, such as, but not limited to, carnivals, religious festivals, national holidays, fairs, or other celebrations that may impact the success of the trip or affect/limit the execution of the confirmed services. No complaints can be made to HIVE regarding such matters.
HIVE advises parents of infants to prepare all necessary items for their children's meals before departure, as some food items may not always be available in destination countries. A local charge may be required, for instance, for warming baby food and bottles and/or adding a crib, which must be requested at the time of booking. However, HIVE cannot always guarantee availability. The potential cost or supplement will be determined locally and paid directly by the User to the accommodation.
17. TRANSPORTATION CONTRACTS
In case of complaints about transportation service issues, the User must refer exclusively to the carrier’s conditions, by visiting the official website and following the procedure in the section dedicated to complaints.
The legal framework for rail transport is governed by the Bern Convention (May 9, 1980), COTIF 1980 (Protocol of Vilnius, December 20, 1990), COTIF 1999 with 2 appendices: CIV (Uniform Rules concerning the international carriage of passengers and their luggage by rail) and CIM (Uniform Rules concerning the international carriage of goods by rail), and the REGULATION (EU) 2021/782 of the European Parliament and of the Council of April 29, 2021, concerning passenger rights in rail transport, Article 1680 of the Civil Code.
Passenger rights for maritime travel are established by the Regulation (EU) No 1177/2010 of the European Parliament and of the European Council, which applies to all passengers traveling by sea and inland waterways and by the Navigation Code.
European regulations establish passenger rights and obligations in bus transportation through Regulation (EU) No 181/2011.
The conditions for air transport are governed by:
• The sales terms of airlines,
• European Regulation 261/2004, which establishes common rules on compensation and assistance for passengers in cases of denied boarding, cancellation, or long delays. For further information: www.enac.gov.it.
The Montreal Convention and the Warsaw Convention regulate passenger delays and baggage damage, and the Air Navigation Code governs other aeronautical aspects.
Regarding the purchase of airline tickets, HIVE acts as a mere intermediary between the User and the airline. The execution conditions for air transport depend on the airlines. Upon sending travel documents, HIVE will inform passengers of the actual carrier's identity, subject to the provisions of Article 11 of Regulation (EC) No 2111/2005, and its possible inclusion on the so-called "black list" under the same Regulation. Schedule changes, routing, stopovers, airport changes, delays, missed connections, and flight cancellations are typical inconveniences in air travel. Such disruptions often result from overcrowded airspace in certain periods, adherence to air navigation rules, the time required to provide services to aircraft at airports, and ensuring passenger safety.
Direct flights may be "non-stop" or include one or more stopovers (depending on the airline, the flight is considered the same when the flight number is identical) with a possible change of aircraft, without HIVE necessarily being informed. The same applies to connecting flights, which may involve an aircraft change. When the User books a flight (scheduled, low-cost, or charter) involving a stopover in one city, and the next flight departs from another airport in the same city, the traveler must ensure they have enough time to reach the second airport. The expenses for travel to the new airport will be borne by the Traveler. HIVE will not refund travel expenses and will not be liable in the case of a missed connection.
When a city has multiple airports, the specified airport name is only indicative and may be subject to change. HIVE is in no way responsible for any schedule changes, delays, cancellations, or other circumstances attributable to airlines and/or force majeure (e.g., strikes, inclement weather, wars, earthquakes, epidemics) or the User (e.g., arriving at the airport after check-in time, boarding denial due to unmet administrative or health requirements, no-show at boarding).
Failure to board an outbound flight (scheduled, low-cost, or charter) automatically results in the cancellation of the return flight or connecting flights by the airline ("no-show rule"). This practice is the sole responsibility of the airline, which is solely responsible for such conduct. HIVE has no authority over this and cannot be held responsible for the cancellation of the return or connecting flights by the airline. The User must contact the airline counters at the airport. The decision to retain the reservation on the return or connecting flights remains at the airline's discretion.
Any interrupted travel will not entitle the User to any refund, including airport taxes. If the connecting flight, outbound or return, is canceled or delayed, airlines may ensure transportation by other means (e.g., bus, train).
If the User independently arranges a connecting trip, either outbound or return, it is recommended to book flexible or refundable tickets to avoid any financial loss. It is also advised not to make any significant commitments on the return day or the following day. The consequences of delays (e.g., missed boarding on a scheduled flight) for independently arranged connecting flights will not, under any circumstances, be attributable to HIVE.
For packages organized by third-party Tour Operators, as indicated on the travel documents, the return flight must be confirmed by the User locally, within 72 hours before the scheduled departure, at the local correspondent or directly with the carrier. This procedure is mandatory; if not confirmed, the airline cannot guarantee the seat booked under the User’s/Traveler’s name, which may be reassigned to others. This procedure, however, allows for confirmation of the return flight schedule, which may have changed. HIVE is not liable for any negligence on the part of the User/Traveler.
Each airline has its own policy regarding hand luggage, checked luggage, and special baggage (e.g., sports equipment). The allowable weight for checked baggage, when included, is indicated on the travel documents sent by HIVE only if not specified online during the service selection by the registered User. The User should refer to the terms and conditions of the airline used for the trip and/or the boarding pass. In the case of excess weight, the User must pay an additional fee directly to the airline at check-in, provided the airline allows the excess baggage and determines the amount.
The airline is not liable for checked luggage entrusted by the User, except for the indemnities provided by applicable international regulations. In case of damage, delay, theft, or loss of luggage, the User must file a report before leaving the airport concerning the damage suffered. It is recommended to obtain insurance covering the value of such items.
Infants under 2 years old do not occupy seats: their ticket price is generally equal to 10% of the official fare, plus applicable airport taxes. Children (aged 2 to 11 years) may receive a discount on some flights, except on charter flights.
Airlines may sometimes refuse to board a pregnant woman if they believe, based on the stage of pregnancy, that there is a risk of premature delivery during the flight. For this reason, if the User is pregnant, they must check the airline’s transportation policy before booking the trip. HIVE cannot be held liable for boarding refusals by the airline due to passenger non-compliance with transportation policies.
It is advised to carry medications in hand luggage (especially those taken regularly) rather than in checked baggage. Certain medications cannot be placed in checked baggage, as the low temperatures in the hold could compromise their effectiveness. If you plan to carry medications in hand luggage, we recommend keeping them in their original packaging for easier identification at security checks, though this is not mandatory. Bringing the package insert is also useful to verify the contents and usage instructions if needed during the journey.
The destination of the trip is important in determining which medications can be brought by air. Some countries have strict regulations on medication importation, so it is essential to check before departure. To inform the relevant authorities of any medical treatment you must follow and the medications required, you should present a medical certificate in English, confirming the necessity of the medical treatment.
18. CAR RENTAL CONTRACT
Car rental is available on the Website through suppliers.
Using the designated “Car Rental” search engine, the User can independently search by filling in the required fields, including age if not within the 30-65 range, and selecting one of the available results if applicable.
HIVE suggests carefully reading the conditions provided by each rental company by clicking “view details” directly on the available results.
The price varies according to the period, pick-up and drop-off locations, car type/category, rental duration in hours, driver’s age, the chosen fuel policy, and the applicable deductible. The total price may include additional charges payable on-site if the drop-off location differs from the pick-up point, as well as other charges, such as for child seats, navigation devices, snow tires, additional drivers, etc.
Regardless of the type of rental chosen, HIVE suggests that the User selects the "deductible refund product" from the summary page, enabling reimbursement, through the provider, for any deductibles charged by the rental company upon vehicle return.
For ages below 25 or above 65, restrictions and additional fees may apply as described in the rental conditions, payable either at booking or on-site, depending on the rental type chosen.
To collect the car, the person named on the rental agreement, who is the primary driver, must present, in addition to a valid original driver’s license issued in the country of residence and a valid ID (the recognition of the driving document is subject to the legislation of each country, and an international license may be required under the Vienna 1968 or Geneva 1949 Convention Model), a physical credit card with embossed numbers and sufficient credit limit to cover the security deposit specified in the terms of use, as well as any charges applicable on-site at pick-up. Only in rare cases are alternative payment methods accepted by some rental companies, as specified in the terms of use.
No type of rental includes tolls, fines, or damages not covered by insurance policies, etc.
19. OTHER CONTRACT TYPES
Other services available on the Website are provided through suppliers. For instance, these may include tickets for historical and cultural sites in St. Peter’s Basilica, reservations for access to the Basilica with a digital audio guide, transfers, activities, or tickets for tourist attractions or sports events.
Before purchasing, HIVE advises the User to carefully read the service descriptions, how they are conducted, and to review any options that may result in a price variation from the displayed search result. Age, weight, and height restrictions may apply. Certain services/activities require a minimum number of participants. If the minimum number is not reached, the service provider reserves the right to notify the User or HIVE, who will inform the User shortly before the scheduled date. In such cases, an alternative date or activity may not always be offered by the provider. Activity or ticket prices may differ from the nominal prices shown on the ticket.
BASILICA: Users who decide to book entry to St. Peter’s Basilica with a digital audio guide can select the day and time for Basilica entry. Inside, they can use the digital audio guide, which provides thematic routes featuring content of historical and cultural interest.
The audio guide is a web-based digital application (referred to as a web app) that allows the User to listen to audio tracks organized in thematic routes with historical, artistic, cultural, and touristic content.
The audio guides are available in various languages; please refer to the product description for the list of available languages.
The User receives the main information for use directly in the confirmation voucher. Additionally, 24-14 hours before the scheduled date, the User will receive a link and/or QR code to be opened via their personal mobile/tablet, sent to the email provided at purchase. This email will also include links/QR codes for each additional name included in the booking.
The web app can be downloaded (recommended to avoid connection issues on-site) or accessed directly online via GSM or Wi-Fi. Each link/QR code is unique and personal, meaning it cannot be used by multiple users simultaneously. Each code is valid for 48 hours from the time the email with links/QR codes is sent.
Each User must have their own mobile device or tablet with headphones (wireless or wired) for personal listening, respecting the environment and other visitors.
In case of issues or if the email is not received in time, Users can contact Customer Service for assistance and receive a new link via email, though the booking confirmation code will be required.
Due to the requirements related to celebrations during the Jubilee, it is advised that access to St. Peter’s Basilica may be canceled even within 24 hours of the scheduled time. If access is canceled for reasons related to Jubilee events, the cost incurred will be fully refunded.
TRANSFERS
The User can search for transfers via the dedicated search engine (if available) or select the transfer service as an accessory after selecting services that include it by filling in the required fields and choosing from available results, if any.
ADMISSION TICKETS
For all tickets, particularly those for access to historical and cultural areas within St. Peter’s Basilica (Dome, Necropolis, etc.), the details and specifications on the product presentation page on the website and in the voucher apply. Tickets are non-refundable. Please pay particular attention to entry times, recommended access times (security checks and moving to the area to be visited), dress code, and conduct guidelines.
Tickets are only valid for the reserved time slot: please check the QR Code’s indicated validity. When selecting tickets, rates vary by age group, and if discounted tickets (for children, seniors, etc.) are available, these options will appear during purchase. The site does not handle free, discounted, and/or reduced rates for other categories, such as clergy/priests, schools, seminarian groups, pilgrim groups accompanied by priests, or certified disabled visitors. For these categories, please visit the ticket offices at St. Peter’s Basilica in person or contact the Visitor Office by email at visiteguidate@fsp.va.
Please refer to the online product page for details on included/excluded items, opening and closing hours, access, services for disabled visitors and pregnant women, minimum child age, and possible discounts. For assistance, contact Customer Service.
Due to Jubilee-related events, especially during the Jubilee year, access to St. Peter’s Basilica and its surrounding areas (Dome, Necropolis, Treasury Museum) is subject to cancellation within 24 hours of the reserved entry time. Users who purchased tickets for the Dome, Necropolis, or Treasury Museum, or who reserved Basilica entry with a digital audio guide, are advised to check the email used for purchase for any cancellation notices (please also check "spam" or "junk" folders). If cancellations occur due to Jubilee organization, ticket and reservation costs will be fully refunded. This policy also applies if a Wednesday Papal audience extends beyond the expected schedule.
For tickets to other museums and/or cultural events, the information and details on the product page on the website and in the voucher apply. Please pay attention to entry times, recommended access times (security checks and travel to the area), and dress code and behavior guidelines. Tickets are only valid for the booked time slot. For support and information, please contact Customer Service.
Admission tickets to museums and/or cultural events are non-refundable and non-changeable.
20. RESPONSIBILITY
HIVE selects suppliers with particular care. However, HIVE is not liable for any failure or inaccurate performance of any element of the package or service attributable to the User, a force majeure event, a fortuitous event, or a third party not involved in providing the contractual services.
HIVE’s liability is limited to the services purchased from HIVE, excluding all services purchased from third parties. Any damages that may be due from HIVE are governed by the Civil Code, the Tourism Code, and applicable international conventions.
For all services intermediated by HIVE, the responsibility for their proper execution rests solely with the actual suppliers/providers. In the case of a package tour, the organizer is liable for damages caused to the User due to total or partial non-performance of the contractual services, whether these are performed by the organizer personally or by third-party service providers, unless the organizer proves that the event was caused by the traveler (including self-initiated actions during the performance of tourism services), circumstances unrelated to the provision of contracted services, a fortuitous event, or force majeure, or circumstances that the organizer could not reasonably foresee or resolve with professional diligence.
If HIVE acts as an intermediary for the package, it is not responsible for the obligations arising from travel organization but is only liable for obligations related to its role as an intermediary and for fulfilling the mandate given by the traveler, as specifically provided by Article 50 of the Tourism Code, including the guarantee obligations under Article 47 of the Tourism Code.
Compensation for damages resulting from failure or inaccurate execution of package tourism services and the statute of limitations are governed by Articles 43–46 of the Tourism Code, which are hereby fully incorporated.
21. CANCELLATION AND MODIFICATION OF BOOKING
Any request to cancel or modify a confirmed booking through the Website must be made directly by the User on the Website by retrieving their booking and clicking “modify,” selecting the required action among those available, including a cancellation request. Alternatively, requests may be made by contacting Customer Service (also referred to as Visitor Assistance or Need Help?) during HIVE’s working days and hours, as listed on the Website. All requests will be handled during HIVE’s working hours, and processing does not imply automatic approval by the provider or the granting of the request without charges.
It is important to note that modifications or cancellations are not available for access reservations to the Basilica, guided tours of St. Peter’s Basilica, tickets serving as entry permits to historical and cultural sites within the Basilica managed by the Fabbrica di San Pietro (Dome, Necropolis, Treasury Museum, Terraces, Grottos, etc.), and all types of digital audio guides, as these are non-refundable/non-changeable services. In case of cancellation, modification, or renunciation, the User will forfeit the entire cost of the purchased service.
A request for a change in destination/accommodation/means of transport, etc., is not considered a modification request but rather a cancellation of the original booking confirmed by HIVE in favor of a new booking. Therefore, the User must follow the cancellation procedure in such cases.
If the User purchases non-refundable/non-changeable services, cancellation and/or modification will incur penalties, and the User will lose the full amount paid for the service purchased under this rate.
If some participants cancel their trip, leaving fewer travelers than originally booked, the total cost of the trip may still apply. For modification requests, HIVE will check availability with the service provider(s) and send the User a quote once all necessary information is obtained. Additionally, a modification request does not equate to acceptance of the modification. All requests must be explicitly confirmed by HIVE. If there is no confirmation within seven (7) days of the modification request or before the service start date, the User should assume that the request is not accepted and that the initial booking remains unchanged.
In the event of a cancellation request, penalty amounts, updated in real-time and calculated according to the cancellation policy of each purchased service or the organizer’s rules, are indicated in the booking summary, accessible anytime on the Website by the registered User.
In case of cancellation, booking fees and insurance premiums are non-refundable. Similarly, external costs not included in the service and already incurred by the User on the effective cancellation or modification date (such as visa fees, travel expenses, vaccination fees, ancillary services purchased directly by the User or travelers from service providers after booking on the Website, etc.) are not refundable by HIVE.
If the User is informed directly by service providers of purchased services on the Website, respective suppliers, or HIVE about the unavailability or modification of one or more services, they may contact Customer Service (also referred to as Visitor Assistance or Need Help?) during working hours, or the Emergency Service outside HIVE's working hours.
Cancellation of the booking by the User, for any reason, does not exempt the User from paying penalties. Any interrupted stay or confirmed service not used by the User, particularly in case of no-show at the airport, port, station, or hotel, or late arrival at the meeting point, will not result in any refund.
22. NAME CHANGE
The User, with prior notice sent to the Organizer via email at help@basilicasanpietro.va no later than seven (7) days before the start of the package, may transfer the package travel contract to a person who meets all the conditions for the service, except for airline tickets on regular or low-cost flights and arrangements that include transport tickets for ships or trains.
The original contract holder and the transferee are jointly liable for any applicable fees, taxes, and additional costs, including any administrative and handling fees resulting from such a transfer.
Please note that no name change is allowed for reservations for Basilica access, guided tours of St. Peter’s Basilica, tickets that serve as entry for visits to historical and cultural sites within the Basilica managed by the Fabbrica di San Pietro (Dome, Necropolis, Treasury Museum, Terraces, Grottos, etc.), and all types of digital audio guides, as these are non-refundable/non-changeable services. In the event of cancellation or modification, the User will lose the full amount paid for the service.
Any modification requested by the User on confirmed bookings does not oblige the organizer to fulfill the request if it cannot be met. The first modification request incurs no charge; however, any additional modification requests will incur a fixed charge of at least € 25,00 per modification as administrative and handling fees.
Potranno essere prese in considerazione, con tale addebito, unicamente le seguenti richieste (successiva alla prima):
• Name changes in accommodation-only bookings up to 7 working days before the start of the first service purchased.
• Room type changes due to name changes, subject to availability and payment of any difference for the new accommodation.
• Name changes in bookings that include charter flights, provided notice is given 7 working days before departure.
Name changes are not allowed for bookings with regular or low-cost flights or transport tickets for ships or trains, except upon payment of penalties required by the respective carriers (refer to the general conditions of each carrier).
Date changes will not be considered simple contract modifications but will be treated as cancellations as provided in Article 22 of these General Terms and Conditions. A reduction in the number of travelers within a booking is considered a cancellation by some participants and is always governed by the preceding Article 22.
23. RIGHT OF WITHDRAWAL
Under Article 59, paragraph 1, letter n) of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal for distance contracts does not apply to contracts involving the provision of tourism services, including transport, accommodation, car rental, catering, and leisure activities, where the contract specifies a specific date or period for execution.
Therefore, the User acknowledges and accepts that once the booking of a Service through the Website is confirmed, they will not have the right to withdraw from the purchase.
Requests for modification or cancellation of the booking will be handled only within the limits and according to the conditions set by the selected service provider, as specified in the applicable conditions for each service.
In the case of a package tour, if, before the start of the package, the tour organizer is forced to significantly modify one or more essential features of the tourism services as outlined in Article 34, paragraph 1, letter a) of the Tourism Code, cannot meet the specific requests referred to in Article 36, paragraph 5, letter a) of the Tourism Code, or proposes a price increase of more than 8% under Article 39, paragraph 3, the User may, within a reasonable period specified by the organizer: a) accept the modification proposed by the organizer; or b) withdraw from the contract without penalty. In this case, reimbursement must be made within 14 days from the date of contract termination.
In the event of unavoidable and extraordinary circumstances occurring at or near the destination that substantially impact the execution of the package tour or passenger transportation to the destination (such as earthquakes, natural disasters, or acts of terrorism), the User has the right to withdraw from the contract before the start of the package without paying cancellation fees and to receive a full refund of payments made for the package. However, the User is not entitled to additional compensation. Cancellations for reasons other than the above circumstances, including the inability of the traveler to take the trip, do not entitle the User to a fee-free withdrawal as provided by law. For transportation services, please refer to the general conditions of the respective purchased services.
If the User wishes to withdraw from the package travel contract at any time before departure, outside the circumstances described above, they will be required to reimburse the organizer for reasonable and justifiable costs, the amount of which the organizer will explain to the traveler upon request. The cancellation fees correspond to the package price minus cost savings and revenue from reallocating the travel services. The package contract may stipulate standard fees for reasonable cancellation costs, calculated based on the timing of contract termination. Regarding transportation services and museum admissions, these services are generally non-refundable. Please refer to the general terms of the respective services within the package.
For experiences, the User is entitled to a refund of the Experience cost, net of a 30% fee to cover the organizer’s booking and cancellation costs, if the cancellation is communicated at least 10 days before the departure date.
Other conditions may be specified at the time of booking and will be communicated to the User before purchase completion.
The organizer may withdraw from the package travel contract and offer the User a full refund of payments made for the package, but is not obliged to provide additional compensation if: a) the number of participants enrolled in the package is below the minimum specified in the contract, and the organizer notifies the User of the contract withdrawal within the contract period, no later than 30 days before the start of the package for HIVE Tours and/or Experiences, and for other types of packages/services, no later than 10 days before departure; b) the organizer cannot fulfill the contract due to unavoidable and extraordinary circumstances and notifies the User without undue delay before the start of the package.
In such cases, the organizer will process any refunds, deducting applicable expenses, without undue delay and in any case within fourteen days of withdrawal. This will also dissolve any related contracts with third parties.
SINGLE SERVICES
For individual tourism services, the User acknowledges that individual supplier rates, including those for transport, rentals, and accommodations, have specific conditions. Tickets and reservations issued are typically non-modifiable and non-refundable.
ST. PETER’S BASILICA
For access bookings to the Basilica, guided tours of St. Peter’s Basilica, or tickets that serve as entrance to cultural sites managed by the Fabbrica di San Pietro (Dome, Necropolis, Treasury Museum, Terraces, Grottos, etc.), these are non-refundable/non-changeable services. In case of cancellation, modification, or no-show, the User will lose the entire amount paid for the service.
Due to the unique nature of the Basilica as both a place of worship and cultural site located within Vatican City, access bookings to the Basilica, guided tours, entrance tickets to cultural sites within the Basilica, and associated digital audio guides may be canceled if required for religious or state purposes. In such cases, with 24 hours’ notice, Users will be informed via email of the cancellation, and they will receive a full refund of the canceled service costs, typically within 30 days. Date changes are not possible: the User must make a new booking and payment according to current rates and availability.
No changes to names on access tickets to historical sites within St. Peter’s Basilica are permitted after purchase.
24. PACKAGE MODIFICATION OR CANCELLATION BEFORE DEPARTURE
The package organizer reserves the right to unilaterally modify contract terms, excluding price, for minor changes as per Article 39 of the Tourism Code. The organizer will notify the User clearly and precisely on a durable medium, such as email. If, before the start of the package, the organizer is forced to make significant changes to one or more essential features of the travel services as outlined in Article 34, paragraph 1, letter a) of the Tourism Code, or cannot meet specific requests under Article 36, paragraph 5, letter a) of the Tourism Code, or proposes a price increase exceeding 8% under Article 39, paragraph 3, the traveler, within a reasonable period specified by the organizer, may: a) accept the modification proposed by the organizer; b) withdraw from the contract without paying any fees.
In the case of withdrawal, the organizer may offer the traveler an alternative package of equal or superior quality. The organizer will inform the traveler, without undue delay, in a clear and precise manner on a durable medium, of: a) the proposed changes and their impact on the package price; b) the consequences of the traveler’s failure to respond, the alternative package offered, and its price.
The traveler must inform the organizer of their decision within two working days of receiving the modification notification. If the package contract or replacement package modifications result in a package of lower quality or cost, the traveler is entitled to an appropriate price reduction.
Only in the event of withdrawal from the package contract due to a price increase exceeding 8% or significant modifications, as described above, and if the traveler does not accept a replacement package, the organizer will refund all payments made by or on behalf of the traveler within 14 days of the contract’s termination without undue delay. The organizer is not liable for failure to execute the contract, except in the following cases: a) there is no compensation for canceling the package if cancellation is due to failure to reach the minimum number of participants required; b) no compensation is due if the package cancellation is caused by force majeure or unforeseen events; c) no compensation is due if the organizer proves the non-compliance is attributable to the traveler or an unrelated third party involved in the package services, and such non-compliance is unforeseeable or unavoidable.
25. ASSISTANCE
HIVE provides assistance through its Customer Service team (also referred to as Visitor Assistance or Need Help?), in Italian and English, to visitors and Users registered on the platform during the working days and hours specified on the Site. The User will receive an emergency contact number or contact details to reach the supplier/provider in case of issues strictly related to services or packages confirmed by HIVE outside of HIVE’s working hours.
26. COMPLAINT
Any complaint regarding the non-performance or improper performance of the contract must be reported by the User, in adherence to the principles of fairness and good faith per Articles 1175 and 1375 of the Italian Civil Code, within 24 hours from the start date of the service provision, to the package organizer via email at complaint@basilicasanpietro.va, so the organizer/service provider may promptly remedy the situation unless doing so is impossible or incurs disproportionate costs considering the significance of the non-compliance and the value of the affected travel services.
Contracts covering only transport services, accommodation services, or any other separate tourism service do not constitute a negotiated travel arrangement or package deal and do not benefit from the protections provided by the Tourism Code; the contractual conditions of the individual supplier or service provider will apply. In cases of baggage loss or damage during air transport, the User must first address the issue with the airline, reporting the problem, loss, or damage to the airline before leaving the airport and filing a claim with original documentation: transport ticket, loss report, and baggage registration receipt. If the User has an insurance policy covering such risks, they must report the claim to the insurance company within the timeframe specified in the policy.
For dispute resolution, parties may submit a claim via the website (https://www.camera-arbitrale.it/it/mediazione/mediazione-civile-e-commerciale-d-lgs-28-2010.php?id=372).
27. INSURANCE
If not expressly included in the price, it is possible and recommended to purchase specific insurance policies at the time of booking to cover cancellation fees (always due except for specific exceptions provided by the Tourism Code), as well as for accidents and/or illnesses covering repatriation and for baggage loss and/or damage. HIVE recommends that the User take out travel insurance. If travel insurance is purchased through the Site, the contract will be directly concluded with the insurance company, and its terms and conditions will apply to the policy; HIVE acts solely as an intermediary.
28. APPLICABLE LAW AND JURISDICTION
These General Conditions and the relationship between the User and HIVE are governed by Italian law, including the Tourism Code and Legislative Decree 206/2005 (Consumer Code) concerning distance contracts. These Conditions are drafted in Italian, which shall be the reference in cases of differing interpretations in translated versions. Contracts concluded on HIVE’s Site are considered made in Italy and are governed by Italian Law, without prejudice to the additional rights of Consumers under mandatory provisions. For any dispute regarding these terms and conditions, the competent court is that of the district of the Milan Court of Appeal, without prejudice to the rights of Consumers under mandatory provisions.
For non-EU Users, the contract and related relationships concluded between the User and HIVE through the Site shall be governed by Italian laws. Both parties agree that any dispute arising between them connected to the contract and/or regarding its interpretation, execution, validity, and effectiveness, shall be subject to the exclusive jurisdiction of the Italian Court, with exclusive territorial jurisdiction assigned to the Court of Milan, expressly waiving any other jurisdictional or concurrent forum.
The User expressly acknowledges and agrees that access to the Site by residents of countries other than Italy and Vatican City is considered unsolicited and unintentional. The Company assumes no responsibility for access by foreign users or for compliance with regulatory requirements in the users’ country of residence. Under Regulation (EC) No. 593/2008 (Rome I Regulation), the application of foreign laws is excluded where permitted by law.
29. MANDATORY COMMUNICATION PURSUANT TO ARTICLE 17 OF LAW NO. 38/2006
Pursuant to Article 17 of Law No. 38/2006, Italian law punishes offenses related to child prostitution and pornography with imprisonment, even if committed abroad.
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