• General terms and conditions of sale and terms of use of the eCommerce

    partner.basilicasanpietro.va

General Terms and Conditions of Sale and Terms of Use of the E-Commerce Platform - 6 February 2025


Subject

Company Information

Definitions

General Information


Table of Contents

Section 1. PARTNERBASILICADISANPIETRO.VA PLATFORM

Section 2.THE PARTNER.BASILICASANPIETRO.VA E-COMMERCE PORTAL – GENERAL TERMS AND CONDITIONS

Section 3. SPECIFIC CONDITIONS

Section 4. COMPLAINTS

Section 5. INDUSTRIAL RIGHTS

Section 6. PRIVACY

Section 7. GENERAL TERMS AND CONDITIONS FOR TOURIST PACKAGES (FTO)


Subject

The tourism services and/or any tourist packages available for purchase through the B2B e-commerce platform of the Basilica of St. Peter, accessible at partner.basilicasanpietro.va (hereinafter referred to as the "Website"), are governed by these General Terms and Conditions of Sale (hereinafter, the "General Terms") and are offered, under different capacities as detailed below, by HIVE SRL (hereinafter also referred to as "HIVE").

These General Terms apply exclusively to the B2B use of the Website and the purchase of Services, specifically addressing travel agencies, tour operators, and, concerning experiences related to the Basilica of St. Peter, tourism professionals such as tourist guides, who must be registered (hereinafter also referred to as "Partners").

HIVE reserves the right to amend and/or supplement these General Terms and publish them on the Website at any time.

By registering on the partner.basilicasanpietro.va platform, the Partner accepts these General Terms.

HIVE operates both as an intermediary in the sale of services and/or any tourist packages offered by third-party suppliers/organizers and as a direct organizer, in compliance with all applicable laws and regulations. The Services sold through the platform are intended exclusively for professional Partners. Each Partner is responsible for ensuring that their business complies with the applicable laws of their country and those governing their Clients.

HIVE operates under a mandate without representation with respect to the Partner, who is solely responsible for reselling and invoicing to their final customers. HIVE's liability is governed by the provisions set forth herein.

The B2B e-commerce platform of the Basilica of St. Peter, operated by HIVE, provides the Partner—based on their online requests and searches—with a proposal for services, experiences, potential tourist packages, or travel ideas, in exchange for a fee for the service offered, which the Partner may resell to their final customers without disclosing HIVE’s name.

Any tourist packages available on the platform are not intended for tourist guides and are governed by the Tourism Code, specifically Articles 32 to 51-novies, as amended by Legislative Decree No. 62 of May 21, 2018 (Official Gazette), which implements EU Directive 2015/2302. These provisions are fully referenced for all applicable aspects of professional agency agreements.

Contracts related exclusively to transportation services, accommodation services, entrance tickets, or any other separate tourism service do not constitute a travel organization or tourist package and are not covered by the protections of the Tourism Code. Instead, the contractual terms of the individual supplier shall apply, and sole responsibility for contract fulfillment lies with the service provider.

The Partner acknowledges and accepts that they act in their own name in relation to their Clients and that HIVE shall not be directly liable in any way to the final consumers for the services purchased and resold by the Partner. The Partner is solely responsible for contractual management with final consumers, including compliance with applicable regulations, pre-contractual communications, and handling of any complaints.


Company Information

HIVE S.r.l.

Via E. Conti, No. 7

42020 San Polo D’Enza (RE), Italy

VAT No.: 02893710356

Share Capital: €1,000,000.00 fully paid-in

Business Register No.: RE-322623, registered on 19.06.2020

Travel and Tourism Agency License No.: 32657, issued on 26.01.2023

Liability Insurance:

HIVE has taken out a Professional Civil Liability Insurance policy in accordance with Article 47, Paragraph 2 of Legislative Decree 62/2018, with Europ Assistance Italia, Policy No. 4804756.

In the event of the purchase of tourist packages, travelers benefit from protection in case of insolvency or bankruptcy of the organizer or seller, regardless of their place of residence, departure location, or the location where the package is sold, and irrespective of the EU Member State in which the entity providing insolvency protection is established.

To this end, the Partner guarantees full compliance with this obligation towards its final customers. For its part, HIVE, to guarantee its obligations against insolvency or bankruptcy under Article 47 of the Tourism Code, has joined the Guarantee Fund established by AIAV (Italian Association of Travel Agencies).

The e-commerce portal partner.basilicasanpietro.va allows only registered Travel Agencies and/or Tour Operators (hereinafter also referred to as “Agency/Agencies”) to Generate quotes,

Check real-time availability, Make reservations, Purchase, in their own name and on behalf of their clients, both online and directly: Individual experiences/tourist services, freely combinable by the Agency, Any available tourist packages.


Definitions

• Agency/Agencies (or agency/agencies): The Travel Agency/Tour Operator whose primary activity is organizing land, maritime, air, lake, and river transportation when directly arranging trips, cruises, tours, and excursions, including additional services beyond those strictly necessary for transportation. This also includes local and territorial rental activities and any other business connected to the aforementioned services, provided that the agency is registered and authenticated on the Platform.

• Restricted Area of partner.basilicasanpietro.va: The area accessible exclusively to registered Agencies on the e-commerce portal through designated login credentials.

• Basilica San Pietro Experiences: The booking services for access to the Basilica and/or tickets that serve as admission to the historical and cultural sites of the Basilica managed by Fabbrica di San Pietro (e.g., Cupola, Necropolis).

• Cache: A temporary data storage area accessed frequently, used by certain Suppliers integrated with the e-commerce Portal to speed up responses to XML queries. The cache provides reliable but not definitive data.

• Unavoidable and Extraordinary Circumstances: A situation beyond the control of the party invoking it, whose consequences could not have been avoided even by taking all reasonable measures.

• Circumstances Due to Liturgical Requirements: Circumstances resulting from decisions made by the Holy See and the Holy Father concerning extraordinary liturgical celebrations during the Jubilee Year, leading to the cancellation of access to historical and cultural sites of the Basilica and reservation cancellations for visits to St. Peter’s Basilica.

• Clients: Final consumers for whom the Agency purchases individual services, trips, or web packages on the e-commerce Portal.

• Conditions: Collectively refers to all terms and conditions outlined in the General Conditions and Specific Conditions of the contract.

• General Conditions: The general terms and conditions that regulate sales and use of the e-commerce Portal, as updated from time to time by simple publication on the Portal, which are binding for Agencies wishing to purchase products or services through the Portal.

• Specific or Particular Conditions: Conditions applied by respective suppliers, who provide the tourism products and/or services.

• Economic Conditions: Financial terms reserved for Agencies registered on the Website, which vary based on the type of purchase made and are applied by HIVE to Agencies for purchases completed online via the e-commerce Portal.

• Authentication Credentials: Email and password used by the Partner to access the Website.

• Customer Service: The support service available to all registered Agencies, according to the methods, days, and hours communicated on the e-commerce Portal.

• Service Provider(s): Third-party entities other than HIVE, which directly or indirectly (via third-party or XML suppliers) deliver the contracted services on the partner.basilicasanpietro.va e-commerce portal.

• Experience: A tourist package consisting of the combination of at least two different types of tourism services, including a private or group activity (shared), such as (but not limited to):

o Guided tours of museums or sites of interest,

o Transport using one or more modes of travel,

o Hands-on activities,

o Lunch, dinner, or tastings in selected locations,

o Accommodation in unique or unconventional lodgings.

• Supplier: Companies contracted by HIVE to provide experiences and other tourism services.

• XML Supplier or XML Aggregator: Companies (such as transport providers, accommodation banks, service banks, and rental banks) contracted by HIVE and integrated via XML with the e-commerce Portal.

• Force Majeure: Unavoidable and extraordinary circumstances beyond the control of either party, whose consequences could not have been prevented, even with all reasonable measures.

• Tourist Guide: A professional who accompanies individuals or groups on visits to artworks, museums, galleries, archaeological sites, and provides historical, artistic, and monumental insights. Tourist guides must be included in reservations on the B2B platform. Only licensed tourist guides with an official badge are allowed to apply for registration on the e-commerce platform.

• Travel Ideas: Customizable travel ideas published on the e-commerce Portal by HIVE experts, which Agencies can modify and reprice by inserting their clients’ specific information. Agencies may proceed with purchasing these travel ideas (if available) or save them as a customized Travel Idea without generating any reservation or service option.

• Minor: A person under 18 years of age who lacks the legal capacity to enter into contracts or other legally binding agreements independently.

• Search Engine: An automatic search system (simple or advanced) that allows an Agency to initiate a search based on mandatory input fields and returns search results from integrated XML suppliers or preloaded content by HIVE. The system automatically classifies results based on different criteria for each search engine. Agencies can filter and select results based on their needs.

• E-commerce Portal or E-commerce: The B2B e-commerce platform of the Basilica of St. Peter, operated by HIVE, which allows Agencies to:

o Search for tourism services using search engines,

o Customize and reprice Travel Ideas,

o Purchase individual services or web packages online for their final clients,

o Save proposed services or travel ideas on the platform for later reference.

• Package or Tourist Package: The combination of at least two types of tourism services such as transportation, accommodation, vehicle rental, or other tourism services for the same trip. A package is considered as such if It is combined by a single professional, even if separate contracts are signed with individual service providers, the services are purchased at a single point of sale, It is offered at an all-inclusive price, It is advertised under the term "package" or a similar term, It is combined within 24 hours of concluding the first contract, even through linked online booking processes.

The term "Tourist Package" in these Conditions also includes Web Packages.

• Web Package: A customizable tourist package assembled autonomously by the Agency through the e-commerce Portal, including those that the Agency can modify and reprice, published online on the B2B Portal as Travel Ideas.

• Partner: A Travel Agency, Tour Operator, or Licensed Tourist Guide with a VAT number.

• Platform: The technological platform partner.basilicasanpietro.va operated by HIVE, consisting of an e-commerce Portal dedicated to online sales, tailored to professional Agencies that have been accepted and registered.

• E-commerce Portal: The Website.

• Booking: An order placed via partner.basilicasanpietro.va.

• Group Booking Service for Basilica Access: An online booking that allows a group of people to access St. Peter’s Basilica at a scheduled date and time. The group must always be accompanied by a Tourist Guide. If a Travel Agency/Tour Operator books for school institutions, where teachers wish to guide the student group, the teacher may act as a guide, provided they have a written authorization on official school letterhead.

The Agency/Tour Operator can book a group from a minimum of 2 people (including the guide) up to a maximum of 15 people.

The tourist guide must be certified and carry an official guide badge. Upon entry, the guide must go to the onsite ticket office to pay for the audio guides (if not already provided) and present the reservation and the guide's badge.

Unauthorized guides are not allowed inside the Basilica or its premises (except for school groups led by authorized teachers with official school authorization).

Groups without an authorized guide or without an audio guide system will not be admitted. A certified Tourist Guide may also directly book the service.

• Price: The amount derived from selecting one or more services, based on date, time, location, number of participants, and type of service, entered on the platform by the Agency on behalf of its clients. The price is updated in real time for immediate confirmation if services are available. All amounts include applicable taxes according to current tax regulations at the time of sale.

• Tariff Rules: These are specific supplier conditions that define:

Usage conditions for a tourism service, Cancellation policies (refundable or non-refundable), Penalties for non-refundable services, Possibility or restrictions on modifying the booking. These rules are visible to the Agency at the service selection stage and must be accepted before proceeding with the purchase. By completing the purchase, the Agency accepts the Tariff Rules and agrees to ensure its clients also accept them under the Agency’s direct responsibility.

• Binding Request: In cases where the e-commerce Portal provides non-immediately confirmable services, the Agency can submit a Binding and Irrevocable Request to HIVE for the service/package they wish to confirm.

• HIVE will verify availability and provide confirmation within a few business days.

• If the service/package is available at the same price, HIVE will proceed with the booking automatically without requesting further confirmation from the Agency.

• Services: All tourism services available for purchase on the Website, including but not limited to: Tourist Packages, Web Packages, Individual Services, On-request Individual Services, On-request Tourist Packages, Train tickets, Charter, low-cost, and regular flights, Experiences at St. Peter’s Basilica.

• Single Service: A standalone tourism service, such as passenger transportation, accommodation, vehicle rental, or any other individually booked service, not combined with other services.

• Single Service or “On-Request” Tourist Package: For specific types of products labeled "on request", meaning they are not immediately available, Agencies may submit binding and irrevocable requests through the e-commerce Portal for these Services or Packages.

• Website: www.partner.basilicasanpietro.va

• Summary (Page): The page displaying a breakdown of all services added to the cart by the Agency, including:

o The total price of the selected services,

o The payment method (deposit and balance or full payment),

o The payment terms.

• Durable Medium: Any tool that allows a professional to store information addressed personally to them, ensuring future access for a reasonable period based on the purpose, and that allows for identical reproduction of the stored information for communication to their client.

• Train:

o High-speed trains

o Long-distance national/international trains

o Regional trains operated by the national railway company.

• (Other Means of) Transportation: Ground and maritime transportation options other than airplanes or trains.

• Users or Agency-User: Professional and qualified personnel linked to an authenticated Agency on the partner.basilicasanpietro.va e-commerce platform, operated by HIVE, who have access to the Portal.

• Agent User: A basic profile for accessing the e-commerce Portal, exclusively for qualified personnel of an Agency.

• Agency Manager User: An advanced profile for accessing the e-commerce Portal, exclusively for qualified personnel of an Agency.

• XML: A technical connection language between the e-commerce Portal’s search engines and integrated Suppliers.

• User: An operator registered on the Website.

• Seller: A professional entity, distinct from the organizer, that sells or offers for sale pre-packaged services created by an organizer.

• Charter Flight: A flight provided by an airline with an aircraft chartered by a Tour Operator.

o These flights are not listed among regularly operated flights by airlines.

o Also known as ITC flights.

o Flight schedules are generally unknown at the time of purchase, especially for flights chartered to specific tourist destinations for a certain period.

o If stops exist, flight plans and schedules will be confirmed no later than 24 hours before departure.

• Scheduled Flight: A regularly operated flight by a scheduled airline.

• Low-Cost Flight: A flight operated by a low-cost airline, which limits included services both on the ground and in-flight, offering additional services at a fee (including but not limited to checked and carry-on baggage, onboard meals and drinks, seat selection, pet transport).

o Some extra services are only purchasable directly from the airline, not via the Website.

o Terms and conditions for low-cost flights must be checked directly with the airline, as they apply the carrier’s general sales and transportation conditions.

General Information

Unless otherwise defined in these General Conditions, capitalized terms shall have the same meaning as assigned in the General and Specific Conditions.

Terms defined in the singular may also be understood and applied in the plural as needed.

Acceptance of the Terms and Conditions

By using the e-commerce Portal, the Agency accepts these Conditions in their entirety and in their latest updated version, as published on the Portal at the time of use.

The Agency is obligated to inform its travelers/consumers about all applicable terms and conditions set forth herein.

Liability for Booked Services

All single services booked via the e-commerce Portal are provided by the respective Supplier or Service Provider.

• The Supplier is solely responsible for the proper execution of the booked services.

• Travelers/consumers must report any service non-compliance promptly and without delay, considering the circumstances, directly to the Supplier to seek appropriate Section


1: PARTNER.BASILICASANPIETRO.VA PLATFORM

• The e-commerce Portal, reserved exclusively for Agencies, allows access to available services and the ability to book and purchase:

i) Basilica San Pietro Experiences and/or Individual Services;

ii) Tourist Packages (if available on the platform);

iii) Multiple tourism services, freely combined online through the e-commerce platform by Agencies.


1.1 Restricted Area

Travel Agencies, Tour Operators, and Tourist Guides can access their Restricted Area on the e-commerce Portal only after accepting these Conditions and completing authentication.

Authentication depends exclusively on login credentials, which the Agency must request from HIVE, the tour operator managing the e-commerce platform.

The request must be submitted by filling out a dedicated online form available at partner.basilicasanpietro.va.

Credentials will be activated only after verifying the completeness and accuracy of the data entered by the Agency and the required documentation.

Agencies may request access for individual operators or multiple login credentials under two different profiles:

i) Agent User – Limited permissions, allowing the completion of online purchases for Individual Services and Web Packages.

ii) Agency Manager User – Extended permissions, access to all transactions generated by Agent Users, and some system settings.

The Restricted Area of the e-commerce Portal assumes that authorized Users from the Agency or Tourist Guides are industry professionals with the necessary tourism expertise to operate diligently on the platform.

By clicking the registration request, the Agency accepts all General Conditions, including all clauses under Article 1341 of the Italian Civil Code.

By registering, the Agency or Tourist Guide explicitly approves these terms, which become valid and binding upon them.

The Agency further guarantees that:

Only duly authorized personnel will be delegated to request registration.

The delegated individuals have the necessary authority and permissions to act on behalf of the Agency.

All data and information provided during the registration process are accurate, complete, truthful, and up-to-date.

Any changes to registration data will be promptly updated on the Website.

The Agency or Tourist Guide is solely responsible for safeguarding their Authentication Credentials, PINs, passwords, or authorization/authentication codes.

If the Agency or Tourist Guide becomes aware of unauthorized use of their Authentication Credentials or any breach of password confidentiality, they must immediately notify the Website Owner and Operator (HIVE S.r.l.) in writing at:

HIVE S.r.l.

Via Conti 7, 42042 San Polo d’Enza (RE), iTALY

Email: legal@basilicasanpietro.va

All transactions performed using the Authentication Credentials will be considered as carried out by the registered Agency to which the credentials belong.


1.2 HIVE’s Rights Regarding Access and Use

HIVE reserves the right, at its sole discretion and at any time, to:

Terminate the contract with the Agency in case of improper use of the Website or violations of the General Conditions.

Refuse registration or delete existing Authentication Credentials, leading to account deletion, without any obligation to provide reasons or the right to compensation or damages.

1.3 Disclaimer and Limitations of Liability

As outlined in the General Conditions, HIVE specifies that:

HIVE is not liable for any direct or indirect damages, claims, or losses suffered by the Partner due to the malfunctioning of the Website or the electronic equipment of the Agency or third parties (including Internet Service Providers).

HIVE cannot be held in default toward the Agency, nor liable for damages if it is unable to provide electronic services related to the Website due to:

Failures of electronic communication systems beyond its control.

Unavailability of telephone lines or other network service providers.

Malfunctioning of the Agency’s IT systems (hardware/software issues).

Actions of other Partners or unauthorized users on the network.

HIVE may suspend or disconnect the Website, permanently or temporarily, without being held liable toward the Agency.

HIVE is not responsible for hyperlinks leading to third-party websites contained on the Website.

These links are provided for informational purposes only.

The presence of hyperlinks does not imply acceptance of the third-party content or establish any relationship between HIVE and third-party site owners.


1.2 Duration and Nature of the Offer

The Service offers available on the Website are valid and purchasable for as long as they remain visible on the platform. Their availability, price, and tariff conditions may change in real-time.

HIVE strives to provide a realistic representation of the services offered through photos and illustrations provided by respective suppliers. However:

The photos and illustrations displayed in the descriptions are for illustrative purposes only.

They are provided directly by the service suppliers and may not always reflect the actual conditions of facilities and services at the time of booking, as they are not continuously updated by the suppliers/providers.

These images do not constitute a binding obligation for HIVE, except to the extent that they indicate the category or service level.

The registered Agency is encouraged to refer to the photos and descriptions published by the actual service providers on their official websites for the most accurate and updated information.

Disclaimer of Accuracy

HIVE does not guarantee the accuracy of: Software, products, information, and services published on the Website, as they may contain typographical errors, inaccuracies, or system malfunctions. Information related to air, maritime, or road transportation. Details about accommodation facilities (hotels or otherwise). Any other information, product, or service present on the Website, including but not limited to videos, photographs, and descriptions.

HIVE is not responsible for any inaccuracies in the provided information.


SECTION 2: THE PARTNER.BASILICASANPIETRO.VA E-COMMERCE PORTAL – GENERAL TERMS AND CONDITIONS


2.1 General, specific and economic conditions

The search and online purchase of Basilica San Pietro Experiences and/or Tourist Packages via the e-commerce Portal is governed by these General Conditions, the "Specific Conditions" outlined within each purchasable offer, as well as the contractual terms and tariff rules applied by individual Suppliers or organizers of the respective packages, including cancellation penalties, which the Agency is responsible for carefully reviewing and accepting before making any purchase and for informing the traveler of before the transaction. These Conditions are binding for both Parties, and every online booking completed by the Agency through the e-commerce Portal requires the Agency's explicit and unconditional acceptance of these Conditions, along with the consequent consent to data processing.

If Fabbrica di San Pietro and/or HIVE decide to modify the Specific Conditions, notification will be provided either through a simple publication on the e-commerce Portal or, at HIVE’s sole discretion, via written communication sent by email to the address provided by the Agency during registration on the e-commerce Portal. The economic conditions reserved for Agencies, including those related to purchases completed online via the e-commerce Portal, vary depending on the type of purchase made through the e-commerce Platform and can be consulted directly within the e-commerce Platform.


2.1.2 General Terms and Conditions for Booking Access to St. Peter’s Basilica and Tickets for Its Historical and Cultural Areas (Cupola, Necropolis, etc.), Including Their Combination with Other Services on the E-Commerce Platform

Regarding Basilica San Pietro Experiences, including booking access to St. Peter’s Basilica or purchasing tickets for historical and cultural areas of the Basilica (such as the Cupola, the Treasury Museum, etc.), the Agency, by registering on the platform, expressly accepts that:

a) For each purchase of services related to group access to St. Peter’s Basilica, the Partner is required to provide a guide (not included in the services bookable on the platform). The names of each group member must be indicated, along with the email address where the Partner wishes to receive the voucher confirming the purchase and, subsequently, the QR codes that serve as access passes to the Basilica.

b) The names of registered participants may be modified by the qualified and authorized Partner up to 48 hours before the scheduled access date to the Basilica or its cultural areas (Cupola, Treasury Museum, etc.). The Partner is responsible for ensuring that the registered clients and the assigned guide receive the QR codes via email or any other form of personal communication established with the final client/guide responsible for the group. HIVE cannot be held liable for any failure in communicating or receiving the access passes by the clients.

c) Each group of 15 people must be accompanied by a certified guide with an official identification badge. If an Agency/Tour Operator books for school institutions where teachers wish to lead the student group, the teacher may act as the guide, provided they hold a written authorization on official school letterhead. The full name of the guide must be entered in the "Adult 1 – Main Contact/Guide" field of the booking. The email entered in this field will receive the QR codes for access, so careful attention should be paid to entering the correct address.

For multiple bookings of a group of up to 30 people, at the entrance, the guide—who holds the group booking voucher—must state that the vouchers of the additional group members belong to the same group. A multiple booking generates two or more separate vouchers (each with a distinct TIE code), but the total group size cannot exceed 30 people, all accompanied by the same guide for the entire visit.

d) Use of an audio guide is mandatory for groups. If the group does not have its own, the certified guide with a badge and voucher may rent an audio guide at the ticket office for €1.50 per device for all group members.

e) The guide is required to accompany the group throughout the visit and must adhere to the time slots, routes, and other details specified in the booking voucher, ensuring compliance with the reserved date, time, and services associated with the booking code. If the assigned guide is not physically present at the access checkpoint, the entire group will be denied entry without any right to a refund or reimbursement. A guide may accompany one group every two hours for the Basilica visit. If the visit includes the Cupola or the Treasury Museum, an additional 90 minutes must be accounted for. Subject to availability, the guide may accompany multiple groups in one day, within these time constraints.

f) In the event of force majeure preventing access to the Basilica or its historical sites, tickets are non-refundable.

g) Due to organizational or extraordinary liturgical needs, particularly during the Jubilee Year, reservations may be canceled up to 24 hours before the scheduled date. In such cases, HIVE, on behalf of Fabbrica di San Pietro, will either reschedule the booking (if accepted by the Partner) or issue a full refund for the reservation/tickets purchased.

h) The Partner is responsible for informing clients of the rules outlined in this section 2.1.2.

i) If the Partner combines additional services beyond those provided on the platform, they must ensure that the custom package complies with the laws of the country where the Partner is based. HIVE and Fabbrica di San Pietro assume no liability for the sale of such packages by the Partner to final clients.

j) The resale of platform services to third-party tourism operators is strictly prohibited, except for platforms where the user is the direct service provider. It is also forbidden to resell for any purpose to third party operators who exercise different business activities;

k) Modifications to purchased tickets are prohibited, except for client name changes, which the Agency can update through back-office access. All other fields, even if visible, cannot be modified, and QR codes will reference the original purchase data with names updated 48 hours before the visit date. The system logs will record all back-office changes for reference in case of violations.

l) HIVE reserves the right to perform IT audits on platform log data and random on-site inspections by its representatives or those of FSP at the access control points. Improper or fraudulent use of the e-commerce platform for Basilica access, such as but not limited to reselling reservation services/tickets for the Cupola/Necropolis at an increased price to final customers or reselling tickets on websites linked to the Agency/Tour Operator, will result in:

• Suspension of the access ID for at least three (3) consecutive months.

• In severe cases, permanent removal from the list of authorized platform users, preventing further online bookings for access to St. Peter’s Basilica.



2.2 Usage Limitations

The e-commerce Portal may be used exclusively by qualified Users associated with registered Agencies.


2.3 Search Engines

The e-commerce Portal may feature multiple Search Engines, allowing Users, when activated, to perform searches. Where available, these Search Engines can simultaneously query in real-time:

i) The availability of various types of services, as they are integrated via XML with dedicated consolidators that, as Suppliers, contract the services with the actual service providers.

ii) The availability of services or tourist packages uploaded directly to the e-commerce Portal.

Search results may include services that are immediately available and purchasable under their respective tariff rules, which the Agency can always review before finalizing a booking, as well as on-request services/tourist packages.


The conditions related to any additional Search Engines that may be activated on the platform do not apply to Tourist Guides, who, lacking the necessary legal requirements, will not be allowed to use them. Any behavior by a Tourist Guide exceeding the legally permitted activities shall be the sole responsibility of the Guide, and no liability shall be attributed to HIVE or FSP.

Any attempts to purchase or use Search Engines other than those related to Basilica San Pietro Experiences by a registered Tourist Guide may result in account termination as a sanction.


2.4 Search and Booking Limitations

The Agency acknowledges and agrees that it cannot perform searches or make bookings for Individual Services or Tourist Packages exceeding the maximum number allowed by the active Search Engine, which is primarily, but not necessarily, 15 Clients (or 4 rooms), even by creating multiple reservations for the same Experience, Service, or Tourist Package.

If the Agency exceeds this limit, for example, by repeating multiple bookings to circumvent the restriction, both Suppliers and actual service providers reserve the right to:

• Cancel the booking without any obligation to provide an alternative solution.

• Require additional charges or impose stricter conditions than those available at the time of booking, requiring Clients to make direct payments to the service provider before receiving the service.

In such cases, HIVE cannot intervene to protect the Clients.


2.5 Primary and Additional Information & Accessibility for Disabled Persons

2.5.1 Primary Information

The actual service providers, through their respective Suppliers, continuously update or at least verify before booking the following primary information:

i)Availability;

ii)Price;

iii) Applicable tariff rules, which typically determine whether modifications to the booking are permitted.

These details apply only to services available for real-time purchase.


2.5.2 Additional Information

Additional information, such as service descriptions, is updated by the respective service providers, but not in real-time and in a non-continuous manner. These descriptions contain general descriptive details, which may also be subject to modifications by official authorities. The Agency is responsible for informing Clients of these limitations and has the duty to refer to official sources for general information.

In the event of contingent or emergency situations, service providers may not have the ability or time to update this information as quickly and comprehensively as they do on their own official websites, where they may specify additional limitations on service availability or provide extra details that HIVE and its Suppliers may not have access to.

As a result, only the actual service providers are responsible for timely updates to both primary and additional information on their own Supplier platforms, which are then transferred via XML to the e-commerce Portal. Therefore, neither HIVE nor XML Suppliers can be held responsible for any failure to update information by the service providers.

Accessibility for Disabled Persons

Agencies must not proceed with bookings for disabled persons unless the service description explicitly states that the service is accessible, including all necessary specifications.

If such accessibility details are not provided in the service description, the Agency must contact Customer Service before booking a non-refundable service to attempt to obtain additional information. However, the Agency acknowledges that, without an actual reservation, the Supplier may not be willing to provide such details.

For this type of verification, response times are not immediate and may vary depending on the type of service and Supplier, potentially requiring several business days.



2.6 Bookable Individual Services and Tourist Packages

The e-commerce Portal allows Partners to book Basilica San Pietro Experiences, Services, and/or Tourist Packages with a minimum cut-off time of 7 days and a maximum of 30 days from the earliest available departure date permitted by the respective search engine. HIVE reserves the right to extend the cut-off time beyond 30 days for selected individual services or tourist packages. These cut-off times do not apply to Basilica San Pietro Experiences.

The Agency may consider an individual service or package as confirmed only after receiving the official booking confirmation from HIVE, along with any relevant attachments.


2.7 Pre-Contractual Information for Packages

If the e-commerce Portal is used to purchase or create a Tourist Package, the Agency, as required by these Conditions, must provide the traveler with all pre-contractual information, including details not typically available on online portals, such as (but not limited to):

• General information on passport and visa requirements, including estimated processing times.

• Health formalities applicable to the destination.

In addition to mandatory information, the Agency is advised to provide the traveler with information on any current restrictions or prohibitions, consulting the official channels of competent authorities in the traveler's country of origin.


2.8 Contact Information and Client Data

During online bookings, some Suppliers require the mandatory inclusion of an email address or phone number for one or all Clients, as well as additional data. Suppliers and service providers that require this information reserve the right to communicate directly with the Client regarding important details about the booked service, including re-routing information or refunds.

Such communications may involve multiple aspects of the service, including details that could assist HIVE in providing support to the Client.

The Agency must advise the Client to inform them of any relevant communications received and to report without delay to HIVE any information requiring technical intervention to ensure the correct delivery of confirmed Services or Tourist Packages.

HIVE does not receive copies of communications sent by Suppliers or service providers to the email addresses or phone numbers entered by the Partner during booking. Consequently, HIVE cannot act on such communications unless informed by the Agency and/or the Client.


2.9 Travel Ideas Published or Saved by the Partner

The Agency acknowledges and accepts the dynamic nature of the services available on the e-commerce Portal.

For this reason, the Agency recognizes that no Experience, Individual Service, or Tourist Package can be considered a formal quote or booking option, even if the search was generated from a "Travel Idea" or saved on the e-commerce Portal as a "Travel Idea" and shared with the Client.

As a result, Experiences, Individual Services, or Tourist Packages associated with a "Travel Idea" may become unavailable or be offered at different prices and tariff conditions from those originally displayed in the published Travel Ideas.

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2.9.1 Travel Ideas Published in the Showcase of Partner.BasilicaSanPietro.va


The Travel Ideas published by HIVE, whether referring to an Experience, Individual Service, or Tourist Package, are purely indicative, given the dynamic nature of availability and pricing of services offered on the e-commerce Portal.

An Agency interested in purchasing or customizing a Travel Idea published by HIVE must select it and activate the "Customize/Requote" function.

Where applicable, the system will allow the Agency to modify search parameters to meet the Client’s specific needs, including but not limited to travel dates, room composition, number of Clients, etc.

If the e-commerce Portal allows a successful re-quotation of the Travel Idea, the availability and pricing of the selected Service or Package will be updated at the time of the request. Otherwise, the Service/Package may be unavailable or available only upon request for certain products.

2.10 Agency Profit on Purchasable Individual Services and Packages

For all Services or Tourist Packages, an Agency profit margin may or may not be pre-set.

Before proceeding with the purchase of a Service or Tourist Package, the Agency can review any pre-set Agency margin from the "Summary" page of the e-commerce Portal.

If HIVE has pre-set a profit margin, the Agency can adjust the final price by adding or subtracting a free "agency fee," "discount," or "markup", in absolute value or percentage terms. The system will automatically apply these adjustments to the pre-set profit, allowing the Agency to determine the final selling price according to its desired profit margin.

Alternatively, through its backend, an Agency Manager profile can pre-set a profit margin by service type, package type, or search engine, ensuring that no additional Agency profit is applied if already pre-set by HIVE.

Even if the Agency pre-sets a profit margin, each Partner linked to the same Agency can still adjust the pricing from the Summary page, adding or subtracting an "agency fee" or "discount" in absolute value or percentage terms.

HIVE advises against pre-setting an Agency profit margin when the Agency shares its screen with Clients while using the e-commerce Portal.

If the Agency saves a search as a "Travel Idea," the displayed price will include:

• Any pre-set Agency profit margin (either by HIVE or the Agency itself).

• Any additional agency fee added or discounted by the Partner.

The profit margin settings outlined above do not apply to Basilica San Pietro Services/Experiences.

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2.11 Payment Terms

The tariff rules also define the payment terms for the Services and Tourist Packages available for purchase on the e-commerce Portal. Any Services purchased and confirmed under a non-refundable tariff cannot be refunded, even in the event of a cancellation request. Payment for an Individual Service follows a single deadline, which, depending on the applicable tariff rule, may either require immediate payment at the time of booking for non-refundable tariffs, or be due within a fixed, non-extendable period indicated by the system for refundable tariffs.


The payment for a Web Package or the simultaneous purchase of multiple Individual Services must be completed within the specified timeframe to avoid cancellation. Depending on the applicable conditions, payment may require either a non-refundable deposit at the time of booking, automatically calculated by the system as the sum of all services purchased under a non-refundable tariff, followed by a remaining balance payment, which must be completed before the departure date within a deadline that can be consulted online by the User before finalizing the purchase, or the full, non-refundable payment of the entire Package price at the time of booking.


Payment is made through the User's "Digital Wallet", which will be activated following the receipt of a bank transfer for an amount communicated to the Partner after a positive evaluation of the registration application, conducted through a separate form.

The value of the Digital Wallet is determined based on the evaluation of the documentation submitted during the registration request, such as the company registration certificate and the latest approved financial statement. The initial Digital Wallet value set at activation corresponds to the maximum purchase limit allowed for each registered Partner over a 30-day period.

The Digital Wallet balance can be used at any time until it is fully depleted. Once the minimum threshold of 10% of the maximum purchase limit is reached, the Digital Wallet may be reloaded with an amount equal to the originally established maximum purchase limit. However, a new reload can only be made 30 days after the last deposit or top-up.

In the event of booking cancellations due to liturgical requirements, the refund corresponding to the canceled reservations will be credited back to the Digital Wallet.

If the Digital Wallet balance reaches zero and is not reloaded, no purchases will be possible on the platform.



2.12 Incorrect Charges for Purchases

During an online purchase on the e-commerce Portal, if HIVE incorrectly charges the Agency for Individual Services or Tourist Packages that were not confirmed, HIVE will promptly issue a refund within three (3) business days using the same online payment method originally used by the Agency.

Alternatively, with the Agency’s consent, during business hours, HIVE Customer Service may generate a credit equivalent to the incorrect charge, which the Agency can immediately use for a new online booking through a promotional code of equal value to the incorrect charge.



2.13 Invoicing of Purchasable Services and Packages

HIVE's direct client is exclusively the Partner, to whom a regular invoice will be issued for the services purchased on the platform.

All Services and Web Packages available on the e-commerce Portal, as well as the sale and/or intermediation of individual services, will be invoiced by HIVE to the Agency in Euro, including any applicable taxes, as required by Italian tax regulations in force at the time of invoicing.

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2.14 Emergency Situations

When emergency situations, official recommendations, or any other relevant information concerning Italy and/or travel destinations are in effect, the Partner must verify whether prohibitions, restrictions, or special precautions apply during the selected travel period before proceeding with new bookings. The Partner is responsible for informing the Client of any applicable measures.

HIVE is not required to request or be informed of the purpose of the Clients' travel when processing a booking. Given the potentially unpredictable and evolving nature of such situations, the Agency should inform the Client that conditions may change after the booking date and before departure.

If a new booking is confirmed, the Partner is responsible for continuously monitoring whether any new prohibitions or restrictions arise between the booking date and the departure date and must inform the Client accordingly.

HIVE assumes no liability for any failure by the Partner to provide such information to the Client.


2.15 Agency Assistance

The Agency can access dedicated Customer Service through the e-commerce Portal at no additional cost, during the specified business days and hours, for assistance before, during, and after the sale, covering both Individual Services and Web Packages.

Customer Service representatives are not authorized to make bookings on behalf of Partners, except in cases where the Agency explicitly requests to use the additional Customer Service support provided in Section 8.

The Agency can contact Customer Service through the channels provided on the e-commerce Platform, which are continuously updated in the dedicated support section. The available contact methods include:

• Phone support (reserved for technical/commercial assistance and urgent issues concerning Clients in transit).

• Email: partner@basilicasanpietro.va for general inquiries.

• Alternative methods such as live chat or an online help form.

For non-urgent inquiries, the Agency must use one of the alternative support methods, such as email at agencies@basilicasanpietro.va, the chat function, or the help form on the platform.

Customer Service can provide assistance strictly limited to the features and information available on the e-commerce Portal and operates using the same functions accessible to Partners. The support offered is a first-level assistance service.

If further intervention is required, Customer Service will assess whether to escalate the issue to second-level support, which is not directly accessible to Agencies. Priority in handling second-level support requests for Services and Web Packages is determined based on the service delivery date, rather than the date the request was received.



2.16 Emergency Contact Number

An emergency contact number is available outside of standard Italian business hours, offering support exclusively in Italian and English.

This service is only available for issues related to Individual Services or Tourist Packages currently being used or for departures/services scheduled within the next 24 hours.

For Services and Packages purchased through the e-commerce Portal, the Agency may either contact the emergency number on behalf of the traveler or instruct the traveler to contact it directly.


2.17 Client Data Entered by the Agency on the E-Commerce Portal

HIVE relies on the accuracy and completeness of all information entered by the Agency at the time of booking on the e-commerce Portal.

HIVE cannot be held responsible for any errors, incorrect documentation issuance, or issues preventing Clients from accessing booked services due to missing or inaccurate Client data. This includes inconsistencies in personal details or contact information required by service providers through integrated Suppliers on the Portal, or any other incorrect information attributable to the Agency, which remains exclusively liable for such errors.


2.18 Modifications to Client Data Entered by the Agency on the E-Commerce Portal

The Agency must immediately inform HIVE of any changes to the Client’s email address or phone number if they were required at the time of confirmation and included in the booking.

The Agency must also verify that the Client's details on the booking confirmation match those on their identification document.

The Agency acknowledges and accepts that modifications cannot be requested for Services (including those within a Package) purchased on the e-commerce Portal and confirmed by HIVE under a non-refundable or non-modifiable tariff.

Additionally, the Agency agrees that any permitted modifications or corrections may be subject to additional costs as specified by the applicable tariff rules. Suppliers may impose higher fees than those charged by the actual service provider, or they may require a €25.00 administrative fee, even if the service provider itself does not charge for the modification. If a name change is permitted, a €25.00 handling fee will apply.


2.19 Insurance Policies for the Client

If not explicitly included in the price, it is recommended that travelers purchase insurance policies at the time of booking. These may cover cancellation fees, accidents and/or illnesses, medical repatriation costs, and loss and/or damage to baggage.

Any claims arising from insurance contracts must be handled directly between the Client and the insurance company under the terms and conditions specified in the policy. Clients should pay particular attention to:

• Claim submission deadlines and procedures

• Deductibles, limitations, and exclusions

The insurance contract between the Client and the insurer is legally binding between the two parties, in accordance with Article 1905 of the Italian Civil Code.

At the time of booking, Clients must inform the seller of any specific needs or circumstances that may require custom insurance policies different from those offered or included in the Package price


HIVE strongly recommends that the Agency advise Clients to subscribe to insurance policies for their protection, even when purchasing a Web Package, and more generally, for all tourism-related Services and Products. This precaution ensures that Clients are covered in situations where neither HIVE nor the Supplier of an Individual Service or Tourist Package can be held liable.

When included, the Medical and Baggage Insurance Policy provides coverage for:

• Residents and domiciliaries in Italy

• Foreign residents traveling in Italy

• Foreign residents temporarily domiciled in Italy


2.20 Miscellaneous


2.20.1 Authorizations

Both Parties mutually agree to conduct their activities in full compliance with the applicable laws and regulations governing the sale and intermediation of Individual Services and the organization of Tourist Packages.

If Services offered through the platform are purchased by final consumers residing in countries with different regulations from those in Italy, the Partner is responsible for ensuring compliance with the local laws applicable to final consumers.

HIVE disclaims any liability towards final consumers for the services purchased by the Partner Agency, which remains solely responsible for handling all contractual obligations with its final consumers, including compliance with applicable laws, pre-contractual disclosures, and complaint management, thereby fully indemnifying HIVE from any responsibility.


2.20.2 Pricing

The prices of Individual Services and Tourist Packages are applied in Euro (€) and are updated dynamically with each search performed by Partners on the e-commerce Portal.

Any price conversions displayed in other currencies within the e-commerce Portal are for comparative purposes only and are based on non-binding exchange rates applied by the system to facilitate the Agency’s selection process.


2.20.3 Exclusive Jurisdiction and Applicable Law

These General Terms and Conditions are governed and interpreted in accordance with Italian law, expressly excluding the application of the 1980 United Nations Convention on Contracts for the International Sale of Goods (CISG).

Any disputes arising from the interpretation, execution, or termination of these General Terms and Conditions shall fall under the exclusive jurisdiction of the Court of Milan, with both Parties expressly waiving any other jurisdiction that may be applicable under law.


2.20.4 Language

In the event of disputes regarding the interpretation of the General Terms and Conditions, particularly concerning their translations into foreign languages published on the e-commerce Portal, the original Italian version shall prevail over all other translations.


SECTION 3: SPECIAL CONDITIONS

These Special Conditions form an integral and substantial part of Sections 1 and 2 of the General Terms and Conditions for the use of the e-commerce Portal, specifically concerning the purchase of Individual Services and Web Tourist Packages, which continue to fully apply to any aspects not explicitly covered in this section.

This section specifically regulates the Agency's access to and use of the e-commerce Portal, strictly limited to online purchases of:

• Tourist Packages or Web Packages, which the Agency or its Users can freely and independently create using the search engines labeled "Do-It-Yourself Tours" and "Itineraries", or by modifying and re-pricing pre-published Travel Ideas.

• Individual Services or Web Services, which Agencies can purchase through the Experiences search engine.

The number and commercial names of the search engines available on the e-commerce platform may be modified at any time by HIVE to improve clarity for Agencies operating in different languages, while keeping the technical functionality of the booking system unchanged.

As of the effective date of these conditions, the following commercial search engine name is in use:

• Experiences Basilica di San Pietro

The Customer Service team of partner.basilicasanpietro.va is available for any clarifications or questions regarding the correlation between the commercial names of search engines on the e-commerce platform and their booking functionalities.

The search engines available to Agencies are those that are actively published on the e-commerce platform at the time of checking service availability and generating a quote. HIVE reserves the right to activate or remove search engines at its sole discretion based on its commercial policies, while ensuring that previously confirmed bookings remain unaffected.



3.1 Search Engines / Services Confirmable Online

The Search Engines integrated into the e-commerce Portal work with designated consolidators, who, as Suppliers, contract the Services directly with their respective service providers. The online bookable services available through the search engines are those offered by the Suppliers and those uploaded by HIVE.

When using the Search Engines or selecting Travel Ideas published on the home page of the e-commerce Portal, the results will only display available and fully purchasable services, based on their applicable tariff rules, which the Partner can always review before finalizing a booking, subject to HIVE's confirmation of availability.

HIVE manages online bookings for services requiring an "on-request" confirmation, meaning that Individual Services or Web Packages that are not immediately available (and therefore cannot be autonomously confirmed online by the Partner) can be requested for confirmation only in the limited cases where this option is offered by the e-commerce Portal.



3.2 Payment Terms for Individual Services and Web Packages

Without prejudice to the provisions of Article 2.11, which applies to all bookings made through the e-commerce Portal, the following clarifications apply specifically to purchases made online:

The payment for a Web Package generally requires, as a mandatory condition, a non-refundable deposit at the time of booking, automatically calculated by the system. This deposit corresponds to the total cost of non-refundable services included in the Package, as selected by the Agency, and must be followed by a balance payment before the departure date. The deposit amount, balance amount, and payment deadlines vary according to the tariff rules applicable to the Services included in the Web Package. If the Agency builds a Web Package consisting solely of non-refundable services, the full non-refundable payment of the entire Web Package price is required at the time of booking.

The Agency is obligated to complete all payments to HIVE strictly within the deadlines indicated by the system for each confirmed booking, using only the payment methods available on the e-commerce Portal.

Failure to complete the payment within the specified deadline, partial payments, or payments made using unauthorized methods (which are registered on the e-commerce Portal as "unpaid") will result in the automatic cancellation of the Services and/or Packages by the Suppliers without prior notice.



3.3 Penalties in Case of Withdrawal

The Agency may, at any time, independently verify the exact penalty amount applicable in the event of withdrawal by accessing the e-commerce Portal. The penalty amount is specific to each confirmed booking, whether for Individual Services or Web Packages, and applies if the traveler decides to cancel a previously confirmed service through HIVE.

The HIVE Customer Service team does not have access to any additional information beyond what is already available to the Agency in the "Bookings" section of the back-end of the e-commerce Portal.

Requests for exceptions or waivers to the cancellation penalties set by Suppliers cannot be made unless the Agency has first formally canceled the booking.

Suppliers are under no obligation to grant any exceptions to the cancellation penalties stated at the time of booking. This remains the case even if the service provider chooses to offer exceptions directly to the Client or via the Agency.



3.4 EXPERIENCES AND INDIVIDUAL WEB SERVICES

3.4.1 Role of HIVE

This section applies whenever HIVE acts solely as an intermediary for tourism services. In these cases, HIVE neither provides nor organizes the Individual Services bookable by Agencies. The service provider alone is responsible for the correct execution of each Individual Service booked, and the Client does not benefit from the rights applicable to purchasers of package tours under EU Directive 2015/2302. The Agency is responsible for informing the Client in advance about this limitation before making a purchase.

Contracts that involve only the provision of transport, accommodation, or any other standalone tourism service are not considered package tours or organized travel agreements and do not fall under the consumer protections provided by the Italian Tourism Code. The service provider is solely responsible for contract compliance.

HIVE acts only as an intermediary between the Agency and the Supplier, providing support and assistance for Partner bookings. The purchase contract for Individual Web Services is therefore concluded directly between the Client and the service provider. Any refunds or compensations will be issued according to the service provider’s policies, and HIVE is not contractually involved in these transactions.

For the avoidance of doubt, the same disclaimer and exemption apply mutatis mutandis in favor of HIVE.


3.4.2 Services Bookable via the Partner.BasilicaSanPietro.Va E-Commerce Portal

The Individual Services available for booking exclusively through the e-commerce Portal are accessible via the designated Search Engines.

Bookings for these services are processed through Suppliers acting as consolidators, who hold the reservation contract with the actual service providers, while the final consumers remain the end beneficiaries of the services.


3.4.3 Applicable Conditions for Individual Services

The applicable conditions are those set forth by the respective Suppliers.

Specifically, for transportation tickets (rail, air, maritime, and ground transport) booked through the e-commerce Portal, the conditions of the carrier providing the service always apply. An excerpt of the transportation conditions is available during the booking process, before confirmation, and the Agency must provide these terms to the Client. The full version of the transportation contract terms is available exclusively on the respective carriers' official websites, which must be referenced for the latest applicable conditions.

Transportation services are purchased on the e-commerce Portal through integrated consolidators, who set their own pricing and conditions. These may differ from those applied by the actual carriers, particularly regarding cancellation or modification policies.

Regardless of the carrier’s conditions, the consolidators handling the booking reserve the right to charge additional service fees, which can only be determined at the time of the request for cancellation or modification.

3.4.4 Information on Individual Services

When HIVE acts as an intermediary, it does not exercise or have control over the content, information, or services offered through the e-commerce Portal, as these contents are automatically transferred and uploaded via XML feeds.

These service descriptions and details are directly provided by the actual service providers on the platforms of various supplier consolidators integrated into the e-commerce Portal. As a result, the service supply contract involves only the Client (Agency’s customer) and the actual service provider.

As an intermediary, HIVE assumes no responsibility for the accuracy, reliability, or completeness of information nor for the proper execution of services.

Specifically, HIVE is not responsible for the accuracy of online descriptions and declarations provided by service providers through the Suppliers. This applies to aspects such as location, classification of accommodations, meal plans, facilities, services included or excluded from the price, aircraft type, temporarily unavailable services, and the accuracy of images or translations.

For critical information essential to the Client that is not available on the e-commerce Portal, the Partner should refer to Section 3.7.


3.4.5 Additional Information on Individual Services

When HIVE acts solely as an intermediary, it is not required to provide information on health regulations, travel formalities, or entry requirements (such as mandatory vaccinations, passport and visa validity, or customs procedures).


3.4.6 Free Combination of Individual Services

The e-commerce Portal allows Agencies to process bookings and purchase orders for Individual Services either individually or by freely combining multiple services.

If an Agency makes multiple bookings or purchases within the same browsing session, or in subsequent sessions, involving different types of tourism services (such as multiple flights, or a flight combined with hotel reservations or other services), these transactions will still be processed separately. Each booking will have its own reference, leading to the establishment of separate contractual relationships between the Agency and the respective Suppliers of each selected service.

Even if multiple services are grouped together within the e-commerce Portal under a single order confirmation, the transactions remain independent.

The Agency may choose to resell the services:

• As a Tourist Package, assuming full responsibility as the organizer.

• As Linked Travel Services, by adding individual services separately within the same booking using the "Add Individual Services" function.

HIVE will not be considered the organizer of a Tourist Package created freely by an Agency using the e-commerce Portal unless a specific Search Engine is used and the "organizer" status is explicitly indicated in the booking confirmation issued by HIVE.

Similarly, HIVE will not be considered a professional facilitating Linked Travel Services unless explicitly stated in the confirmation of the booking.

Regardless of how the services are combined, the Agency acknowledges and accepts that even in cases where HIVE qualifies as an "organizer," this status applies only in relation to the Partner.

For final consumers, the organizer's responsibility remains solely with the Partner, who assumes all obligations and liabilities related to the offering, marketing, and execution of tourist packages and services sold to its customers.

If a competent authority or court rules that HIVE must assume obligations as an organizer towards final consumers, the Partner agrees to fully indemnify HIVE for any damages, costs, penalties, or expenses incurred due to such classification.

3.4.7 PURCHASE OF INDIVIDUAL SERVICES

For purchases and reservations of Individual Services through the E-commerce Portal, the Agency or Partner, after conducting the necessary searches via the dedicated Search Engines, selecting the desired Individual Service from the available options, and verifying that the Client agrees to the price determined by the Agency and the conditions applied by the actual Provider of the Service (conditions always visible online to the Agency or Partner during the consultation of bookable Services), may autonomously proceed with the purchase of the Service.


3.4.8 CONFIRMATION OF INDIVIDUAL SERVICE BOOKINGS

The contract for an Individual Service shall be deemed concluded upon receipt of the booking confirmation and the corresponding booking reference number. In the event that evident pricing errors occur during the booking process, even after the booking confirmation has been received, the Providers reserve the right to cancel the booking if the Client refuses to pay the newly communicated fare. In such cases, if the Client does not accept the updated fare, the Provider will issue a full refund of any amounts paid as of the date the price variation was communicated to HIVE, which, in turn, will reimburse the Client through the Agency for the amount actually received from the latter.


3.4.9 EXPERIENCES AT ST. PETER'S BASILICA

The Platform offers services for booking access to St. Peter's Basilica and purchasing tickets for areas of historical and cultural interest within the Basilica, such as the Dome and the Treasury Museum.

Before proceeding with the purchase, HIVE strongly advises the Partner to carefully read the service descriptions available on the platform, understand how they are conducted, and review possible options that may impact the final purchase price compared to the initial search result. Certain services or activities may have age restrictions or require a minimum number of participants. Additionally, activity and ticket prices may differ from the nominal values printed on the tickets.

Basilica

A Partner who chooses to book access to St. Peter's Basilica may select the preferred date and time for the visit. Group reservations must include the mandatory presence of a licensed tour guide, who must use an audio guide throughout the visit.

At the time of booking, the Partner must provide the email address of the designated contact person, who will forward the vouchers to the guide and the group members. The Partner will receive the primary details regarding the use and access in the confirmation voucher.

Tickets are non-refundable and non-changeable.

In case of issues or failure to receive the confirmation email in due time, the Partner may contact customer service for assistance and request a new link via email, provided the booking confirmation code is submitted.

Due to celebrations occurring during the Jubilee Year, access to St. Peter’s Basilica may be canceled even within 24 hours of the scheduled visit. If access is canceled due to Jubilee-related organizational reasons, the full cost will be refunded. The Partner explicitly acknowledges that this situation does not entitle either the Partner or their Clients to request any further refunds, compensation, or damages.

Access Tickets

For tickets granting access to areas of historical and cultural interest within St. Peter’s Basilica (such as the Dome and the Necropolis), the terms and conditions specified in the product description on the website and in the voucher apply. Generally, these tickets include entry to the Basilica 90 minutes prior to the scheduled visit to the Dome, Necropolis, or other areas. The Partner must ensure that Clients receive all relevant details as stated on the platform and in the voucher, emphasizing strict compliance with the stated guidelines.

Tickets are non-refundable and cannot be modified.

It is essential to inform Clients about the importance of adhering to entry times, the recommended timeframes for access (including security checks and movement within the site), and the required dress code and conduct rules.

Tickets are only valid for the booked time slot. Clients must carefully check the QR Code's validity indicated on the ticket.

During the ticket selection process, various price categories may be displayed based on age groups. If discounted tickets (for children, seniors, etc.) are available, they will be visible at the time of purchase.

The platform does not manage discounts, free admission, or reductions for specific categories such as clergy, priests, schools, groups of seminarians, pilgrim groups accompanied by priests, or visitors with certified disabilities. Individuals in these categories must visit the on-site ticket offices at St. Peter’s Basilica or contact the Visitors' Office at visiteguidate@fsp.va for assistance.

For details regarding ticket inclusions/exclusions, opening and closing times, accessibility services for disabled visitors and pregnant women, minimum age requirements for children, and any available discounts, please refer to the online product description or contact customer service for assistance.

Due to religious ceremonies (liturgical needs), particularly during the Jubilee Year, access to St. Peter’s Basilica and its related areas (Dome, Necropolis, Treasury Museum) may be subject to cancellation within 24 hours of the scheduled entry time. Partners who have purchased tickets for the Dome, Necropolis, Treasury Museum, or general Basilica entry should check the email address used for the purchase for any cancellation notifications (including the “junk” or “spam” folder).

If, for reasons related to Jubilee celebrations, these access points are canceled, the full ticket and reservation costs will be refunded. This condition also applies if a Wednesday Papal Audience extends beyond the expected duration, preventing entry within the booked time slot.

For tickets related to other museums and/or cultural events, the conditions specified in the product description on the website and in the voucher apply. Clients should be reminded to carefully observe entry times, access recommendations (including security screenings and movement to the site), and the required dress code and conduct rules.

Tickets are valid only for the reserved time slot. For support or further information, please contact customer service.

Tickets for museum access and cultural events are non-refundable and cannot be modified.


ST. PETER'S BASILICA

With regard to bookings for access to the Basilica, guided tours of St. Peter’s Basilica, or tickets serving as entry permits for visits to the historical and cultural sites within the Basilica managed by Fabbrica di San Pietro—including the Dome, Necropolis, Treasury Museum, Terraces, Grottos, etc.—these services are sold under a non-refundable and non-modifiable rate. Consequently, in the event of cancellation, modification, or withdrawal, the Partner will forfeit the entire amount paid for the purchased service.

Due to the unique nature of the Basilica, which functions both as a place of worship and a site of artistic and cultural significance, and considering its location within Vatican City, all reservations for Basilica access, guided tours of St. Peter’s Basilica, and tickets for visits to the historical and cultural sites managed by Fabbrica di San Pietro (such as the Dome and Necropolis), including associated digital audioguides, may be subject to cancellation if required for religious or state-related reasons. In such cases, Partners will be notified by email at least 24 hours in advance of the cancellation of issued vouchers, and the full amount paid for the canceled services will be refunded, typically within 30 days of notification. No date changes are allowed; the Partner must proceed with a new booking and payment based on the rates and availability displayed on the platform at the time of rebooking.


3.4.10 MODIFICATIONS TO INDIVIDUAL SERVICES

Requests to modify already confirmed bookings of Individual Services do not impose any obligation on HIVE in cases where such modifications cannot be accommodated or entail additional costs. These costs can only be determined by HIVE after submitting the modification request to the Provider through which the Individual Service was originally booked.

Modifications to confirmed bookings are generally possible only if explicitly permitted by the tariff rule applicable to the Individual Service and the terms set by the respective service providers. These conditions are always available for consultation prior to booking.

The Agency may submit a modification request for previously confirmed Individual Services by accessing the reservation through the E-commerce Portal, clicking on “Modify,” and selecting “Modification Request.”

HIVE will process the request submitted by the Agency and indicate any penalties, modification fees, or additional costs communicated by the respective Providers, which must be paid by the Client.

HIVE does not guarantee that Providers will accept, acknowledge, or process modification requests that do not adhere to the outlined procedure (e.g., requests made directly by the Agency and/or Clients to the service providers).

For transportation bookings (excluding flights), any modification or refund requests must be made by the Agency on behalf of the Client if permitted by the carrier, or, if expressly required by the carrier, directly by the Client via the carrier’s website. HIVE is not authorized by transportation providers to request modifications on behalf of the Client.


3.4.11 PAYMENT FOR INDIVIDUAL SERVICES

The payment methods for Individual Services purchased via the E-commerce Portal vary depending on the type of service purchased and the respective tariff rules and cancellation policies set by the Providers. For payment terms and accepted payment methods, please refer to Section 2.11.


3.4.12 WITHDRAWAL AND CANCELLATION OF AN INDIVIDUAL SERVICE

If a Client cancels or withdraws from a booked Individual Service or Tourist Package, the penalties applied will be those specified in the contractual conditions of each service provider as stated by the Providers. HIVE will pass these penalties on to the Agency.

The Agency may request a cancellation by accessing the booking on the E-commerce Portal, clicking “Modify,” and selecting “Cancellation Request.” For details on how to verify potential withdrawal fees, refer to Section 3.3.

For transportation services and museum access, these bookings are non-refundable. The applicable general conditions of the purchased services within tourist packages will govern these cases.

For Classic Experiences, HIVE Experiences, and Tours, the Partner is entitled to a refund as follows:

• For Classic Experiences: The refund will be equal to the total cost of the experience, minus 30%, as reimbursement for the organizer’s costs related to booking and cancellation, provided that the withdrawal is communicated at least 10 days before the scheduled departure date.

• For HIVE Experiences and Tours: The refund will be equal to the total cost of the experience, minus 50%, as reimbursement for the organizer’s costs related to booking and cancellation, provided that the withdrawal is communicated at least 30 days before the scheduled departure date.


INDIVIDUAL SERVICES

For individual tourist services, the Partner acknowledges that the pricing policies of individual providers, including transportation, rentals, and accommodations, are subject to specific conditions. Issued tickets and bookings are generally non-modifiable and non-refundable.

If a Client cancels or withdraws from an Individual Service booking, the penalties applied will be those specified by each service provider. HIVE will pass these penalties on to the Agency.

The Agency may request a cancellation by accessing the booking on the E-commerce Portal, clicking “Modify,” and selecting “Cancellation Request.” For verification procedures related to withdrawal fees, please refer to Sections 3.3 and 3.4.

3.4.13 RESTRICTIVE PRICING RULES FOR INDIVIDUAL SERVICES

During specific periods or in conjunction with special events (e.g., trade fairs, congresses, seasonal peaks, or high-demand periods), cancellation policies may be more restrictive. The Agency is responsible for always verifying the applicable cancellation penalties for each Individual Service booked, which are displayed to the User before purchase on the E-commerce Portal among the details provided alongside the search results. The Agency must inform Consumers and Clients in advance of these conditions before completing the booking.


3.4.14 INDIVIDUAL SERVICE VOUCHER

Upon completion of payment, the E-commerce Portal allows Agencies to print vouchers containing their details for purchases made through the platform.

If the Agency requires the voucher before the payment deadline set by the tariff rule, it may do so only by making an advance payment, which is always possible.

Vouchers issued by the Agency to Clients must accurately reflect the details contained in the automatically generated document from the E-commerce Portal, which always specifies the name of the Provider responsible for ensuring payment to the actual service provider.

No modifications are permitted after the voucher has been issued, and under no circumstances is the Agency authorized to alter the contents of vouchers automatically generated by the E-commerce Portal.

For transport services, as a consolidator through which the booking was confirmed, the Agency may receive a booking confirmation directly from the carrier, in addition to the confirmation sent via the E-commerce Portal.

If permitted by the respective carriers, the Agency may purchase ancillary services on behalf of the Client, which are not available for direct booking on the E-commerce Portal (e.g., cabin baggage, checked baggage, fast track, seat assignment, meals, etc.), either directly on the carriers' websites or by contacting HIVE’s Customer Service if direct booking is not possible.

Depending on each carrier’s policy, either the Agency or the Client must complete online check-in (if required by the carrier) directly on the airline’s website.

Alternatively, the Agency may simply provide the Client with the downloadable travel voucher from the system after payment has been completed, or any other document received from HIVE.


3.4.15 INDIVIDUAL SERVICE PROVISION

If the Client fails to present a valid voucher, the service provider may refuse to deliver the service or may require the Client to pay in full for the service at a price freely determined by the provider at that time (which HIVE cannot quantify), even if the service has already been paid for.

In such cases, HIVE cannot intervene in any way and shall not be held responsible for any additional expenses incurred.


3.4.16 REFUND FOR AN INDIVIDUAL SERVICE

No refund shall be granted for non-use and/or partial use of an Individual Service by the Client, regardless of the reason, except in cases of force majeure, provided that it is objectively documented.

Additionally, HIVE cannot guarantee refunds or honor agreements made directly between the Client (or the Agency) and the service provider if such refunds/agreements deviate from the pricing rules set by the Provider and accepted at the time of purchase.

For transport services purchased through consolidators, in the event of a refund, the carrier may require the refund to be processed directly to the passenger, subject to its internal verification procedures. The refund amount provided by the carrier will be strictly limited to the nominal ticket price. Any additional costs paid to the consolidator will not be refundable.

3.4.17 NON-PROVISION OF INDIVIDUAL SERVICES

If, for any reason—excluding force majeure, which must be objectively documented—an Individual Service that has been duly confirmed becomes unavailable before or during its provision, the respective service provider is required to offer an alternative service through the Supplier.

Once HIVE is informed of such a situation, it will communicate the issue to the Client via the Agency. However, HIVE cannot prevent the Client or the Agency from being directly informed of the service’s unavailability by the Supplier or the service provider. If the Agency becomes aware of such an issue, it must promptly inform HIVE.

The Suppliers’ response times in these cases may not be immediate, but the Client is not obligated to accept the proposed alternative solution nor to wait for the Supplier's resolution time.

If the Client chooses not to accept the proposed alternative solution (acknowledging that the service provider is not required to offer additional alternatives beyond what is deemed objectively appropriate) or decides not to wait for the resolution and instead opts for an independent solution or withdrawal, HIVE will refund the Client via the Agency on a pro-rata basis, solely for the amount effectively received from the Agency for the originally confirmed service. This refund excludes any insurance premiums, and the Client shall not be entitled to claim additional compensation or further refunds.

With the sole exception of force majeure, if the Agency is informed—either directly or indirectly—of the unavailability of an Individual Service, it has the right to decline the alternative solution offered by HIVE via the Supplier or not to wait for the Supplier’s intervention, which varies depending on the Supplier, the start date of the service, and not the date on which the service unavailability was communicated.

If the Agency opts for this choice, it must immediately inform HIVE by contacting the Customer Service, where it can request one of the following options:

1. A full refund of the amount actually paid to HIVE for the unavailable service, excluding any insurance premiums.

2. Instructions to proceed with an independent alternative solution ("self-relocation"), with access to up to 100% of the original amount charged by HIVE to the Agency.


3.4.17.1 SUPPLIER RELOCATION RESPONSE TIMES (XML AND NON-XML)

Suppliers manage the relocation process and, as a rule, instruct the actual service providers to handle it. Indicatively, the response times within which Suppliers generally handle service relocation—whether delegated to the provider or directly managed by the Supplier—are as follows:



RELOCATION OF A SERVICE RESPONSE TIMEFRAME

More than 72 hours before check-in Within 72 hours from notification

Within 72 hours before check-in Within 48 hours from notification

At check-in Within 8 hours from notification

TRAVELER/CONSUMER PROTECTION AND SERVICE RELOCATION TIMES

To ensure the protection of travelers and consumers, HIVE consistently endeavors to minimize service relocation times. However, it is beyond HIVE’s authority to impose alternative timeframes on Suppliers, apart from those specified above, which may extend in particularly complex cases or due to seasonality and time zone differences.

Similarly, HIVE cannot guarantee that agreements made directly between travelers/consumers or Agencies and accommodation providers—regardless of whether they are documented—will be honored by the respective Suppliers through whom the reservations were made. In this regard, HIVE is available to verify the willingness of Suppliers to accept such agreements.

3.5 WEB PACKAGES

A Web Package refers to the purchase by the Agency, exclusively through the dedicated Search Engines named “DIY Tours,” “Itineraries,” and “Experiences,” of travel packages labeled as "Web Packages." The commercial names of the search engines available on the Site may be modified by HIVE at its discretion to facilitate understanding by Agencies in different languages, while the technical functionalities for service composition remain unchanged.

3.5.1 HIVE’S ROLE AND RESPONSIBILITIES

Subject to the Agency’s compliance with the Conditions, HIVE will act as the “Organizer” under the Tourism Code exclusively in relation to Web Packages in cases where the Agency autonomously creates Web Packages using the dedicated Search Engines, if activated, specifically designed for this purpose and named: “DIY Tours,” “Itineraries,” and “Experiences” (excluding searches conducted in “Self-Drive” mode and Basilica San Pietro Experiences).

It is expressly understood that HIVE will not be considered the Organizer of a Travel Package freely created by an Agency using Search Engines other than those specifically listed above and assembling multiple individual Services independently, nor for additional services not included in the Web Package confirmed by HIVE but directly offered to the traveler by the Agency (for which the Agency alone will be responsible).

3.5.2 WEB PACKAGE DYNAMICS

The Agency acknowledges the dynamic nature of the e-commerce Platform and therefore recognizes, accepts, and commits to clearly informing the traveler in advance that the actual price of the Web Package, applicable fare rules (including the amount of the non-refundable deposit, the balance payment deadline, modification policies, and cancellation penalties), and availability are always subject to confirmation based on the real-time conditions displayed online at the moment of the final booking.

This remains applicable even if the Web Package was re-quoted and modified by the Agency based on a Travel Idea initially selected from the options published on the e-commerce Platform.


3.5.3 WEB PACKAGE QUOTATIONS AND OPTIONS

The Agency acknowledges and accepts that no search results for Web Packages obtained from the e-commerce Platform shall be considered a formal quotation, option, or reservation, even if the search has been saved by the Agency on the Platform as a “Travel Idea” and shared with the Client.


3.5.4 PURCHASING A WEB PACKAGE

After verifying the availability of the Services that the Agency intends to include in the autonomously created Web Package, and ensuring that the traveler accepts the corresponding conditions—including applicable fare rules—the Agency may proceed with the booking by clicking the "Confirm," "Pay," or equivalent button on the e-commerce Platform.

Since confirming a Web Package automatically finalizes the booking for all Services included, the reservation will only be deemed valid and binding upon HIVE if all of the following conditions are met:

1. The e-commerce Platform confirms all the selected Services included in the Web Package.

2. The order confirmation appears in the Backend Administration Panel of the e-commerce Platform.

3. The Web Package booking number is recorded in the Agency’s administration panel under the “Bookings” section.

Neither proof of payment nor the mere issuance of a file number alone shall constitute confirmation of the booking under this article.

For essential elements that the Client considers critical but are not explicitly stated in the service descriptions available on HIVE’s e-commerce Platform, reference should be made to Section 4.7.



3.5.5 FAILURE TO CONFIRM A WEB PACKAGE

If the Agency does not promptly receive the complete booking confirmation documentation for a Web Package in the Backend section of the e-commerce Portal, accessible to all Users linked to the Agency, or identifies any system anomalies or inconsistencies in the booking confirmation or vouchers, the Agency must immediately notify HIVE’s Customer Service.


3.5.6 PAYMENT OBLIGATION FOR A WEB PACKAGE

The Agency is obliged to pay in full for the Web Package to HIVE at the time of booking through the e-commerce Portal. Payment must be made exclusively using one of the online payment methods provided by the e-commerce Portal for each transaction and in strict compliance with the payment deadlines applicable to each Web Package, under penalty of forfeiture.


3.5.7 REFUND FOR FAILURE TO CONFIRM A WEB PACKAGE

The Agency will be entitled to a full refund, including any optional insurance premiums, of the amount effectively paid to HIVE at the time of booking via the e-commerce Portal if the booking confirmation is not received in the Backend section of the e-commerce Portal. The refund will be processed by HIVE within three (3) business days.

For further details, please refer to Section 2.13 Erroneous Charges.


3.5.8 AGENCY RESPONSIBILITY

The Agency is solely responsible for fulfilling all contractual obligations toward the Clients for whom it has booked a Web Package. The Agency assumes full responsibility for managing the contractual relationship with the Clients, including compliance with applicable regulations, pre-contractual communication, and handling of any claims.

To the extent permitted by law, the Agency expressly releases and indemnifies HIVE from any liability.


3.5.9 TRAVELER INFORMATION

To travel to Italy, travelers must possess a valid passport, subject to their country of origin's regulations.

A guided procedure is available at https://vistoperitalia.esteri.it/, which provides general information and operational instructions regarding visa requirements, based on the traveler's nationality, the reason for the visit, and the duration of the stay.

It is the Client’s responsibility to obtain the necessary and compliant travel documents and to verify any regulatory changes related to their travel. Clients must strictly comply with these formalities and ensure that the names on travel documents (bookings, transport tickets, vouchers) exactly match those on their identity documents, passports, visas, etc.

HIVE shall not be held liable in the event of non-compliance by the Client, particularly if the Client is denied boarding or entry or is fined due to non-compliance with required documentation. Under no circumstances shall HIVE be held accountable for costs and consequences arising from non-compliance with customs or health regulations of the visited countries.

HIVE also reminds travelers that Italian authorities have the sole discretion to grant or deny visitor entry.

To assess the socio-political, health, and overall security situation of the destination country, as well as its immediate surroundings, and determine whether the booked services are usable, Clients must refer to official government sources in their country of residence.

Clients are expected to exercise diligence and prudence by verifying the validity of their personal documents (including those for minors) and ensuring they hold valid documents for international travel in accordance with their national laws and relevant international agreements.

If, at the time of booking, official government sources indicate that the chosen destination is subject to a "travel warning" or "travel advisory", a Client who subsequently decides to cancel their booking may not invoke security concerns as grounds for exemption or reduction of the cancellation fees.

Clients must comply with standard safety rules and the regulations applicable in the destination country, as well as all instructions provided by the tour organizer and relevant administrative and legislative provisions regarding the Web Package.

Whenever the Agency uses the e-commerce Portal to purchase a Web Package, it is obligated to provide travelers with all pre-contractual information required under Directive (EU) 2015/2302, the Tourism Code, and any other applicable regulations (the "Mandatory Information").

The Mandatory Information includes, but is not limited to:

• Key characteristics of the services included in the Web Package (such as the destination, itinerary details, transportation modes and stops, accommodation location and features, meal provisions, included excursions and activities, group activities, service languages, and passenger eligibility requirements).

• The official trade name, registered address of the tour organizer, and XXXX contact details.

• The total price of the Web Package, including administrative and handling fees.

• Payment terms, including any required deposits and the final balance payment schedule.

• General information on identity documents, visa requirements, and health formalities for the destination country.

• Cancellation fees applicable if the traveler cancels before the Web Package starts.

• Information regarding optional insurance policies for travelers.

• Details of insolvency protection and liability insurance coverage in favor of the traveler.

• Information on the identity of the transport carrier, if included in the Web Package.


In addition to pre-contractual disclosure requirements, once the Web Package contract has been concluded with the traveler, the Agency must provide the traveler with the following documentation, which forms an integral part of the contract:

1. Booking confirmation, labeled as "Summary of Booked Services," which must be downloaded by the Agency from the Backend section, accessible only to users authorized by the Agency.

2. The standard pre-contractual information form ("Annex A"), which is attached to the booking confirmation and can be downloaded from the Customer Care section of the e-commerce Portal.

3. The FTO terms and conditions, which can also be downloaded from the Customer Care section of the e-commerce Portal.

The Agency acknowledges and accepts full responsibility for any negative consequences that may arise for HIVE due to the Agency's failure or inaccurate fulfillment of its information obligations under this section.


3.5.10 PRICE OF THE WEB PACKAGE

Through the e-commerce Portal, the Agency can verify in real-time the actual availability of the selected Services and must provide the traveler, before signing the contract, with the total price of the Web Package, including any insurance premiums for optional policies selected, as well as the tariff rules applied by each Service Provider included in the Web Package. These tariff rules determine the amount of the non-refundable deposit and the payment deadline for the remaining balance, or the full balance if required at the time of booking.

The Agency is also required to inform the traveler that, due to the dynamic nature of online bookable services, it is not possible to guarantee availability, price, and tariff rules of a Web Package until it has been officially confirmed by HIVE.

Whenever the Agency uses the dedicated Search Engines for independently creating Web Packages, the system automatically calculates the total package price. However, the individual prices of the Services included in the Web Package are not displayed and are not accessible even to HIVE’s Customer Service representatives.


3.5.11 MANDATORY ADDITIONAL COSTS

The Agency must inform the traveler that local applicable taxes (such as visas obtained upon arrival, disembarkation fees, city tax or tourist tax, resort fees, boarding taxes, baggage fees for domestic flights, etc.) are not included in the price of the Web Package.

These taxes cannot be prepaid by the organizer to the relevant institutions or service providers that impose them. Travelers must pay them directly on-site to the designated authorities or entities.

If such taxes are not specified on the e-commerce Portal within the description of the respective Services, they can be verified directly by the Agency and the traveler on the websites of the corresponding Service Providers or relevant institutions.

An increase in the total price due to mandatory additional costs does not entitle the traveler to withdraw from the booking without incurring the applicable cancellation fees.


3.5.12 PRICE REVISION OF A WEB PACKAGE

After booking confirmation, and for the traveler’s benefit, the price of a Web Package is not subject to changes due to fluctuations in exchange rates or variations in passenger transportation costs related to fuel or other energy sources for the services included in the package.

However, the price of a Web Package may change if a service within the package has been confirmed with an evident pricing error.


3.5.13 DEPOSIT AND BALANCE PAYMENT FOR A WEB PACKAGE

Subject to the provisions of Article 4.2 of the Terms and Conditions, the amount of the non-refundable deposit payable to HIVE at the time of signing the Web Package contract (in addition to any optional insurance premiums) is not pre-determined, as it varies based on the tariff rules set by the Providers of the services included in the Web Package.

The e-commerce Portal automatically calculates the deposit amount, which is always visible before confirming the booking. Similarly, the system automatically determines the balance amount and the final payment deadline, which must be met to complete the purchase of the Web Package.

The Agency acknowledges and accepts, and is required to inform the traveler before concluding the contract, that depending on the tariff rules applied to the selected services, the amount due to HIVE at the time of booking confirmation may correspond to the full, non-refundable balance of the Web Package.

Once HIVE has confirmed the Web Package booking, failure to pay the balance by the Agency—without a formal cancellation request—will result in the application of the package’s penalty fees, which the Agency must pay to HIVE.


3.5.14 REFUNDS RELATED TO A WEB PACKAGE

Any refunds owed to the traveler by HIVE will always be processed through the Agency that made the booking. Refunds will be issued only if HIVE has effectively received the corresponding amounts from the Agency.


3.5.15 TRAVEL DOCUMENTS FOR THE WEB PACKAGE

HIVE reserves the right to allow the Agency to download vouchers and other travel documents related to a Web Package only after the Agency has paid the full balance.

The Agency may download travel vouchers and other documents at any time by settling the full balance, even in advance of the official payment deadline.

For Web Packages, HIVE does not issue or ship paper documents. The Agency must autonomously download all travel documents from the partner.basilicasanpietro.va e-commerce Portal and ensure they are made available to travelers.



3.5.16 TRAVELER’S WITHDRAWAL FEE FOR A WEB PACKAGE

The Agency is required to inform the traveler, prior to purchasing a Web Package through the e-commerce Portal, that any amount paid to HIVE as a deposit at the time of booking a Web Package online is non-refundable under all circumstances, except as provided in Article 4.5.11.

Furthermore, this deposit corresponds to the minimum withdrawal penalty amount due by the traveler from the date of contract signing.

The total withdrawal fee owed to the Organizer for a Web Package cannot be predetermined under these Specific Terms, as it varies based on:

• The tariff rules established by the individual Service Providers included in the Web Package (or in the re-quoted and purchased Travel Idea);

• The cancellation notification date provided by the Agency.


3.5.17 AMOUNT OF WITHDRAWAL FEES FOR A WEB PACKAGE

In compliance with the Agency’s obligation to provide this information to the traveler prior to contract conclusion, at any time after HIVE has confirmed the booking, the traveler (through their Agency) can check the withdrawal fee amount applicable at that moment. This amount is automatically updated by the system and can be consulted directly within the booking record.

HIVE’s Customer Service agents do not have access to any additional or different information beyond what the Agency can independently verify through the Back-end of the e-commerce Portal.

The Agency is also required to inform the traveler that the total withdrawal penalties amount to the full price of the Web Package in cases where:

1. All Services included in the Web Package are confirmed under a "non-refundable" tariff, and the entire balance was paid to HIVE at the time of Web Package confirmation.

2. The traveler requests cancellation after the payment deadline set for the balance due to HIVE.


3.5.18 REQUEST TO CANCEL A WEB PACKAGE

Regardless of the obligation to pay the withdrawal fees outlined in sections 3.5.16 and 3.5.17, the traveler may withdraw from the Web Package contract at any time.

In such cases, the Agency is required to notify HIVE immediately of the cancellation request strictly through the e-commerce Portal within the booking record.

The date and time of cancellation are determined based on when HIVE receives written notification of the withdrawal. Partial cancellations are not permitted—for example, it is not possible to cancel only specific services within a Web Package.

If the Agency has included transportation services (excluding flights) in the Web Package and these are refundable or partially refundable, the refund request must be submitted directly to the carrier by the Agency or, if required by the carrier, directly by the traveler, following the procedures established by each carrier.

HIVE is not authorized to request modifications or refunds from carriers on behalf of the traveler. The Agency is responsible for informing the traveler of this requirement before submitting any booking or cancellation requests.


3.5.19 MODIFICATIONS TO A WEB PACKAGE BOOKING

(i) NON-SIGNIFICANT MODIFICATIONS

After the contract has been concluded but before the start of the trip, HIVE has the right to unilaterally modify the contract terms, provided such modifications are minor and do not significantly impact the package.

These changes will be communicated to the traveler via the Agency as soon as HIVE is informed.

Additionally, if a service originally included in the Web Package becomes unavailable, but this does not significantly alter the package, HIVE will offer an adequate replacement service.

In such cases, the traveler does not have the right to withdraw from the contract without paying the applicable withdrawal fee, nor to request an alternative Web Package.

(ii) SIGNIFICANT MODIFICATIONS

If HIVE is required to substantially modify a key aspect of the Web Package, the traveler will have the following options:

a. Accept the modification;

b. Cancel the Web Package, without incurring additional costs;

c. Request an alternative Web Package, if HIVE has provided one, within a reasonable timeframe specified by HIVE at the time of notification;

d. Request an HIVE voucher issued to the Agency, benefiting the traveler, equivalent to the original Web Package amount. This voucher must be used within 12 months of issuance (calculated as the latest possible departure date for the new trip)


The traveler must select one of these options through the Agency.

If the traveler fails to respond within the specified timeframe, it is assumed that the modification has been accepted.



3.5.20 REQUEST FOR MODIFICATIONS TO A WEB PACKAGE BY THE TRAVELER

The Agency must inform the traveler that any modification request concerning the Services included in the confirmed Web Package booking is only possible if permitted by the tariff rule and the Service provider for which the modification is requested. Additionally, the requested modification must not conflict with the rules applicable to the remaining services included in the Web Package and/or their usability.

If a modification is feasible, it will entail additional costs, which can only be quantified by HIVE at the time of the request and only after obtaining the relevant information from the respective supplier.

Modifications cannot be made to Web Packages that exclusively contain non-modifiable tariff services selected by the Agency and confirmed by HIVE.

In such cases, in order to proceed with a modification, it is necessary to cancel and rebook a new Web Package, if available, while ensuring that:

• The full withdrawal fee of the original package is paid.

• The full price of the newly booked Web Package is paid.


3.5.21 VOLUNTARY WITHDRAWAL FROM A WEB PACKAGE BY THE TRAVELER

In accordance with Section 4.6.18, which governs cases of legitimate withdrawal, the Agency must inform the traveler that if they decide not to use all or some of the services included in a Web Package, HIVE is not required to provide any refund, either partial or full, for the price of the Web Package.

This applies in cases such as:

• A traveler’s voluntary decision not to take the trip for personal reasons.

• A traveler’s voluntary decision to forgo one or more services included in the Web Package.

If the traveler fails to board a transportation service included in the Web Package (no-show) and does not notify the Organizer in advance via the Agency, this could result in the automatic cancellation of subsequent transportation segments operated by the same carrier.

If the requested modification concerns a low-cost flight included in the Web Package, modification and/or refund requests must be submitted directly to the low-cost carrier—either:

• By the Agency on behalf of the traveler, or

• By the traveler themselves, if explicitly required by the carrier, typically via the carrier's website.

HIVE is not authorized by low-cost carriers to request modifications on behalf of the traveler.


3.6 ESSENTIAL ELEMENTS FOR THE CLIENT

If the availability and/or usability of certain services related to an individual Service or Web Package (even if not explicitly highlighted in the description available on the e-commerce Portal) constitute an essential element for the Client, the Agency must contact HIVE (via Customer Service) before purchasing the individual Service or Web Package on behalf of the Client. The Agency must wait for HIVE to receive confirmation from the Supplier regarding the availability and/or usability of the requested essential element before finalizing the booking through the e-commerce Portal.

This procedure is mandatory for all Services where the applicable tariff rule does not allow modifications or cancellations.

A delayed communication after the booking of the Service or Web Package does not obligate HIVE in any way to guarantee the availability of the element deemed essential by the Client.

If the specific aspect considered fundamental by the Client is not mentioned in the Service description, the Agency is required to choose one of the following options:

1. Proceed with the booking of the Service only if it is refundable and not included in a Web Package independently assembled online by the Agency that contains non-refundable Services. At the same time, the Agency must request the necessary verifications from Customer Service (as Suppliers generally do not allow Customer Service to request specific details without an existing booking).

2. Before purchasing a non-refundable Service or Web Package, request preliminary verification from Customer Service, acknowledging that the Supplier may not be willing to provide this information without a booking.

In both cases (i and ii), the response time for such verifications cannot be immediate and, when allowed, may take up to several business days (at least five working days) depending on the type of Service and the Supplier.

Therefore, if the Agency opts for option (i), it must ensure that the cancellation deadline is compatible with the time required for verification.


3.7 INCLUDED AND OPTIONAL INSURANCE POLICIES FOR THE CLIENT'S DIRECT BENEFIT

Web Packages confirmed by HIVE may include the coverage of a "medical baggage" insurance policy, whereas individual Services do not include any insurance coverage for the Client.

Optional insurance policies (if not explicitly included in the offer) that may be available for selection include:

• Medical/Baggage Insurance (for individual services)

• Extended Medical Expenses (only available alongside Medical/Baggage Insurance)

• Trip Cancellation Insurance, either Named Risks or All Risks

• Super Covid Insurance

These policies, if available, can be selected online by the Partner before confirming the booking of an individual Service or a Web Package.

If selected by the Agency, the system will automatically calculate the cost of the respective premiums in real-time, making them visible before proceeding with the purchase. The system will also update the package price accordingly, incorporating the cost of the selected insurance premium.

Before selecting an insurance policy, the Agency must carefully review the terms and conditions of each policy, inform travelers accordingly, and ensure that they are eligible to benefit from the coverage.

The insurance policy terms and conditions can be reviewed directly on the e-commerce Portal in a dedicated section.

Insurance premiums are charged at the time of booking confirmation and are fully payable and non-refundable, as they are due to the insurance company for the active coverage period at the time of confirmation.


3.8 MODIFICATIONS TO THE SPECIAL CONDITIONS

If HIVE decides to modify these Special Conditions, a notice will be provided on the e-commerce Portal.

By continuing to use the e-commerce Portal to book Web Packages after these terms and conditions have been updated, the Agency confirms its acceptance of the modifications.

SECTION 4: COMPLAINTS

Without prejudice to the legal responsibilities of the responsible parties and in accordance with the provisions outlined in the preceding sections, the Agency must promptly submit any complaints communicated by Clients to HIVE’s Customer Service within 24 hours of the issue occurring. Complaints must be submitted exclusively in writing within 24 hours from the occurrence of the problem to the email address complaint@trueitalianexperience.it. The Agency shall ensure that its clients-travelers are reminded of the complaint deadlines prescribed by law and by contract, emphasizing the necessity and importance of submitting any complaints during the provision of the Service to the relevant personnel and promptly notifying the Agency of any issues related to the purchased Services. If HIVE is not duly informed in a timely manner by the Agency, it cannot guarantee that any complaints received will be adequately considered by the respective Suppliers, for whom HIVE assumes no responsibility. To the extent of its competence, HIVE will take steps to support Agencies in their dealings with the organizers/Suppliers of the Service and will subsequently update the Agency regarding the information received. For complaints related to Services and Web Packages, the response time from Suppliers may exceed 30 business days. The Agency undertakes to inform the Client/traveler of this timeframe when collecting complaints related to these types of Services.


SECTION 5: PERSONAL DATA PROCESSING (GDPR)

HIVE and the Agencies commit to complying with all obligations set forth in Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016, concerning the protection of natural persons with regard to the processing of personal data and the free movement of such data (hereinafter referred to as the "GDPR"), as well as with national data protection laws and the provisions of the Data Protection Authority.

The Agency acknowledges and accepts that the personal data (e.g., names, company email addresses, etc.) of its employees/collaborators involved in the activities covered by these Terms and Conditions will be communicated to HIVE and processed as an independent data controller for the execution of the Terms and Conditions, strictly for purposes related to the establishment and execution of these Terms, and in compliance with the privacy notice provided by HIVE pursuant to Articles 13 and 14 of the GDPR. The Agency undertakes to inform its employees/collaborators of this within its internal procedures.

Similarly, HIVE acknowledges and accepts that the personal data (e.g., names, company email addresses, etc.) of its employees/collaborators involved in the activities covered by these Terms and Conditions will be communicated to the Agency and processed by the Agency as a Data Controller, strictly for the purpose of executing the Terms and Conditions and in compliance with the privacy notice provided by the Agency pursuant to Articles 13 and 14 of the GDPR. HIVE undertakes to inform its employees/collaborators accordingly within its internal procedures.


PROCESSING OF CUSTOMER DATA BY HIVE

In accordance with Section 2.8 of these Terms and Conditions, in order to:

• Conduct searches,

• Process bookings,

• Submit purchase orders to travel service providers,

• Communicate with organizers and suppliers,

• Send confirmations, and

• Perform other functions related to the mandate or the Terms,

HIVE necessarily processes the personal data of Customers provided by the Agency.

Since such data is made available to HIVE, the Supplier, and the service provider, the Agency undertakes to inform Customers that their data will be shared with HIVE and Suppliers for the purposes listed below, including booking purposes and compliance with legal obligations. The Agency must also notify Customers that HIVE may transmit their data to Suppliers as necessary for purchase requests and other related purposes.


HIVE AND AGENCY DATA PROCESSING RESPONSIBILITIES

HIVE and the Agencies acknowledge and accept that:

(a) HIVE acts as an independent Data Controller under the GDPR for the following purposes:

1. Sale of tourist packages, including offering travel ideas to the public, as well as determining the processing means of personal data;

2. Customer support, both for the final Customer and the Agency;

3. Handling complaints and disputes, which may involve processing special categories of personal data under Article 9 of the GDPR;

4. Managing Agency participation in the HIVE affiliation program, including processing personal data of Agency representatives to create user accounts on the Platform;

5. Administrative management of sales, related to the aforementioned purposes.

(b) Data Processing Limitations

HIVE will process the aforementioned personal data solely for the specified purposes, unless additional processing is required by legal obligations.

(c) Data Subject Rights

HIVE and the Agency each commit to ensuring the exercise of data subject rights under Articles 15-22 of the GDPR, including:

• Right of access,

• Rectification,

• Erasure ("Right to be forgotten"),

• Restriction of processing,

• Data portability,

• Objection to processing, and

• Not being subject to automated decision-making.

(d) Security Breach Notifications

In case of security breaches leading to destruction, loss, alteration, unauthorized disclosure, or access to personal data, both HIVE and the Agency commit to:

1. Notify the other party within 48 hours of detecting the breach;

2. Fulfill their obligations regarding notification to the Data Protection Authority and, if necessary, to the data subjects affected.

(e) Agency’s Role as an Independent Data Controller

The Agency acts as an independent Data Controller under the GDPR for the purpose of selling various travel packages to the final Customer at its own sales point.


DATA PROCESSING COMMITMENTS UNDER THE GDPR

• HIVE commits to processing only the necessary data in accordance with Article 5 of the GDPR.

• Agencies commit to notifying HIVE of any changes to Customer personal data, as required under Articles 16 and 19 of the GDPR.


OBLIGATIONS OF AGENCIES UNDER THE GDPR

In compliance with Articles 13 and 14 of the GDPR, the Agencies must:

1. Always provide their own privacy notice to data subjects.

2. Specify in the privacy notice that, for the execution of the contract, Customers' personal data will necessarily be shared with third parties, including HIVE, and that the Customer must be provided with HIVE's privacy notice, without requiring explicit consent.

3. Specify in the privacy notice that, if necessary, personal data belonging to special categories under Article 9 of the GDPR may be shared with HIVE in cases of disputes or complaints.



SECTION 6: GENERAL CONTRACTUAL CONDITIONS FOR A TOURIST PACKAGE


IMPORTANT: If the Agency uses the e-commerce Portal to independently construct Web Packages by utilizing the dedicated search engines within the dynamic pricing area, reference should be made to the "Special Contract Conditions" (see previous Section 4), which supplement the following General Contractual Conditions.


INTRODUCTION: CONTENT OF THE TOURIST PACKAGE CONTRACT



Costituiscono parte integrante del contratto di pacchetto turistico oltre alle Condizioni Particolari di contratto, le Condizioni Generali di Contratto che seguono, la descrizione del pacchetto turistico contenuta nel catalogo (online o cartaceo), ovvero nel separato programma di viaggio, nonché la conferma di prenotazione che viene inviata dall’organizzatore all’agenzia venditrice, quale mandataria del viaggiatore. Nel sottoscrivere la proposta di compravendita di pacchetto turistico, il viaggiatore deve tener bene a mente che essa dà per letto ed accettato, per sé e per i soggetti indicati nel contratto, sia il contratto di pacchetto turistico per come ivi disciplinato, sia le avvertenze e condizioni in essa contenute, sia tutte le Condizioni che ne regolano l’acquisto e la fruizione.


INTEGRAL PARTS OF THE TOURIST PACKAGE CONTRACT

The following elements form an integral part of the tourist package contract, in addition to the Special Contract Conditions: the General Contract Conditions set forth below, the description of the tourist package contained in the catalog (either online or printed) or in the separate travel program, as well as the booking confirmation sent by the organizer to the selling agency, which acts as the traveler’s representative. By signing the purchase proposal for a tourist package, the traveler acknowledges that they have read and accepted, on their behalf and on behalf of the individuals listed in the contract, the tourist package contract, including all terms, conditions, warnings, and provisions regulating its purchase and use.


1. LEGAL SOURCES

Without prejudice to the above, the sale of tourist packages and linked travel services is governed by the Tourism Code (Articles 32-51-novies), as amended by Legislative Decree 62/2018, which implements EU Directive 2015/2302 and its subsequent amendments, as well as by the provisions of the Civil Code regarding transportation and agency agreements, insofar as they apply.


2. ADMINISTRATIVE FRAMEWORK

The organizer and the seller of the tourist package, to whom the traveler refers, must be legally authorized to carry out their respective activities in accordance with the applicable national, regional, or municipal legislation and must operate in compliance with such regulations.

Both the organizer and the seller operating within Italian territory must be covered by an insurance contract for civil liability in favor of the traveler, ensuring compensation for damages resulting from any breach of their contractual obligations.

Tourist package organization contracts must be backed by insurance policies or financial guarantees, which, in the event of the insolvency or bankruptcy of the organizer or seller, guarantee, without delay and upon the traveler’s request:

• Reimbursement of the amount paid for the purchase of the package;

• Immediate repatriation of the traveler, in cases where the package includes transportation;

• If necessary, the payment of accommodation and subsistence expenses before repatriation.

This obligation also applies to professionals who facilitate linked travel services, ensuring the reimbursement of all payments received from travelers.


3. DEFINITIONS

For the purposes of this contract, the following definitions apply:

• (a) Consumer, "Traveler," or Client: Any individual who intends to conclude a contract, enters into a contract, or is authorized to travel under a tourist package contract or linked travel service.

• (b) "Professional": Any natural or legal person, whether public or private, who, in the exercise of their commercial, industrial, artisanal, or professional activity, acts within the framework of tourist package contracts or linked travel services, either directly or through another person acting on their behalf, as an organizer, seller, professional facilitating linked travel services, or provider of travel services, in accordance with applicable regulations.

• (c) "Organizer": A professional who creates and sells packages, either directly or through another professional, or a professional who transmits traveler data to another professional in accordance with Article 33, paragraph 2.4, letter c of the Tourism Code.

• (d) "Seller": A professional other than the organizer who sells or offers for sale packages assembled by an organizer.

• (e) "Establishment": As defined by Article 8, paragraph 1, letter e, of Legislative Decree No. 59 of March 26, 2010.

• (f) "Durable Medium": Any instrument that allows the traveler or the professional to store information addressed specifically to them, ensuring its accessibility for an appropriate period, and enabling the exact reproduction of the stored information.

• (g) "Unavoidable and Extraordinary Circumstances": A situation beyond the control of the party invoking such circumstances, whose consequences could not have been avoided even if all reasonable measures had been taken.

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

• (i) "Minor": Any person under 18 years of age.

• (l) "Repatriation": The traveler's return to the place of departure or to another agreed location as determined by the contracting parties.


4. DEFINITION OF PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENTS

4.1. Definition of "Package Travel"

A "package travel" is defined as the combination of at least two different types of travel services for the same trip or holiday, provided that it includes at least one of the following services:

1. Passenger transport;

2. Accommodation that is not an integral part of passenger transport and is not intended for residential purposes or long-term language courses;

3. Car rental or rental of other motor vehicles or motorcycles requiring a category A driving license;

4. Any other travel service that is neither an integral part of the services listed under points (1), (2), or (3) nor classified as a financial or insurance service or an "additional travel service".

A combination of such services qualifies as package travel if at least one of the following conditions is met:

1. The services are combined by a single professional, either at the request of the traveler or according to the traveler’s selection, before a single contract is concluded for all services;

2. The services, even if concluded through separate contracts with individual travel service providers, meet at least one of the following criteria:

o 2.1) They are purchased at a single point of sale and selected before the traveler agrees to payment;

o 2.2) They are offered, sold, or invoiced at an all-inclusive or global price;

o 2.3) They are advertised or sold under the term "package" or a similar designation;

o 2.4) They are combined after the conclusion of a contract, whereby the professional allows the traveler to choose from a selection of different types of travel services; or

o They are purchased from different professionals through 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 other professionals, and the contract with the latter professional(s) is concluded no later than 24 hours after the confirmation of the first travel service booking.

4.2. Definition of "Linked Travel Arrangements"

A "linked travel arrangement" consists of at least two different types of travel services purchased for the same trip or holiday that do not constitute package travel and involve the conclusion of separate contracts with individual travel service providers. A professional facilitates such arrangements if, alternatively:

1. During a single visit or contact with its point of sale, the traveler selects and pays separately for each travel service; or

2. The traveler purchases at least one additional travel service from another professional within 24 hours after confirming the first travel service booking.



5. INFORMATION FOR THE TRAVELER

5.1. Pre-Contractual Information for Package Travel Contracts

Before the conclusion of the package travel contract or a corresponding offer, the organizer and the retailer shall provide the traveler with the relevant “standard information form” and communicate the following details:

a) The main characteristics of the travel services, including:

1. The destination(s) of the trip, the itinerary, the duration of the stay with corresponding dates, and, if accommodation is included, the number of nights covered;

2. The means, characteristics, and categories of transport, the locations, dates, and times of departure and return, the duration, intermediate stops, and connections; if the exact schedule has not yet been established, the organizer and, where applicable, the retailer shall inform the traveler of the approximate departure and return times;

3. The location, main characteristics, and, where applicable, the tourist classification of the accommodation, in accordance with the regulations of the destination country;

4. The meals included in the package;

5. Excursions, tours, or other services included in the agreed total package price;

6. Travel services provided to the traveler as a member of a group, including an approximate group size where applicable;

7. The language(s) in which the services are provided;

8. Whether the trip or holiday is suitable for persons with reduced mobility, and, upon request, specific details on the suitability of the trip or holiday considering the traveler’s needs.

b) The commercial name and geographical address of the organizer and the retailer, including their telephone numbers and email addresses.

c) The total price of the package, including taxes, fees, surcharges, and other additional costs, such as administrative and handling fees; if these costs cannot be reasonably calculated before the contract is concluded, the traveler shall be informed of the types of additional costs that may be incurred.

d) The payment terms, including the deposit amount or percentage of the total price required and the schedule for the remaining payments, or any financial guarantees required from the traveler.

e) The minimum number of participants required for the package and the deadline under Article 41, paragraph 5(a) before the start of the package in the event of contract termination due to insufficient participation.

f) General information regarding passport and visa requirements, including estimated timeframes for obtaining visas and health formalities required by the destination country.

g) Information on the traveler’s right to withdraw from the contract at any time before the start of the package, subject to payment of appropriate cancellation fees or, where applicable, standard cancellation fees set by the organizer.

h) Information on the optional or mandatory insurance policies covering:

• The costs associated with the traveler’s unilateral withdrawal from the contract;

• Assistance expenses, including repatriation in the event of injury, illness, or death.

i) Details of insolvency protection coverage, as well as the civil liability insurance policy in favor of the traveler.

l) Information on the identity of the operating air carrier. If this information is not available at the time of booking, it must be provided in accordance with Article 11 of EC Regulation No. 2111/2005, which states:

• “If the identity of the actual operating air carrier(s) is unknown at the time of booking, the air transport contractor shall ensure that the passenger is informed of the name of the carrier(s) operating the flight(s). In such cases, the air transport contractor shall ensure that the passenger is informed of the identity of the operating carrier(s) as soon as their identity is confirmed and of any operational ban within the European Union.”

For package travel contracts concluded by telephone, the organizer or the professional shall provide the traveler with the information contained in the “standard information form” as per Annex A, Part II, of the Tourism Code.


5.2. Flight Schedules and Changes

Given the long lead times between the publication of catalogs and the actual provision of travel services, it is specified that:

• The flight schedules and routes indicated in the acceptance of the travel service purchase proposal may be subject to changes, as they require subsequent validation.

• The final flight schedules will be communicated a few days before departure and return.

• Charter flights, by definition, are not subject to systematic scheduling.

5.3. Air Carrier Liability Information

As provided by Article 6.2 of EC Regulation No. 2027/97, passengers may request information regarding:

• The liability provisions applicable to EU air carriers for death, injury, and personal harm;

• Insurance coverage requirements for air carriers;

• The payment timelines for advance compensation to the individual entitled to receive indemnification.


6. PURCHASE PROPOSAL - BOOKINGS

6.1. Confirmation of the Package Travel Contract

At the time of conclusion of the package travel contract or, in any case, as soon as possible, the organizer or the retailer shall provide the traveler with a copy or confirmation of the contract on a durable medium.

6.2. Paper Copy Requirement

The traveler is entitled to receive a paper copy of the contract if the package travel contract was concluded in the simultaneous physical presence of the parties.

6.3. Off-Premises Contracts

For contracts negotiated outside business premises, as defined in Article 45, paragraph 1, letter h), of Legislative Decree 206/2005, a copy or confirmation of the package travel contract must be provided to the traveler in paper format or, if the traveler consents, on another durable medium.

6.4. Contract Finalization

The package travel contract shall be deemed finalized and concluded only when the organizer sends confirmation (including via electronic means) to the traveler through the retailer.

6.5. Special Requests from the Traveler

The traveler must communicate any specific requests to the retailer before booking. Such requests shall only be considered part of the contract if feasible, expressly documented in writing in the contract, and accepted by the organizer.

6.6. Travel Documents

The traveler shall receive travel documents (e.g., vouchers) in due time before departure. The traveler must retain and carry these documents during the trip to access the services regularly booked, along with any additional documents (e.g., airline tickets) issued by the retailer.

The traveler is responsible for verifying the accuracy of the details on the documents and the contract and must promptly notify the retailer of any errors.

Additionally, the traveler must provide the organizer with the participants' data exactly as stated on their personal identity documents.

6.7. Third-Party Excursions and Services

Any excursions, services, or activities purchased and paid for by travelers at the destination are not part of this contract. Accordingly, the organizer or retailer assumes no responsibility for such services, even if, as a courtesy, local representatives, guides, or correspondents assist in their booking.


7. PAYMENTS

7.1. Payment Terms

At the time of contract signing, the traveler must pay:

a) Any registration or handling fee (see Article 8);

b) A deposit, as specified by the organizer or retailer.

The remaining balance must be paid strictly within the deadline established by the organizer in their catalog, booking confirmation, or other official documentation.

7.2. Consequences of Non-Payment

Failure to pay the amounts due by the specified deadlines—or failure to transfer the amounts paid by the traveler to the organizer—shall result in the automatic termination of the contract by operation of law.

This termination shall be executed through a simple written notice sent via fax or email to the retailer or the traveler's provided address (including electronic addresses, if provided).

In such cases, the applicable penalties for cancellation shall apply.

The payment of the balance is considered completed only when the amounts are received directly by the organizer from the traveler or through the retailer.


8. PRICE AND PRICE ADJUSTMENTS

8.1. Determination and Adjustment of the Price

The price of the package travel is determined in the contract, referring to the prices stated in:

• The catalog or website of the organizer;

• A customized or off-catalog program;

• Any updates to the catalog, program, or website.

The price may be increased or decreased only in the event of variations in:

• Passenger transportation costs due to fluctuations in fuel prices or other energy sources;

• Taxes and fees imposed by third parties unrelated to the execution of the package, including landing fees, embarkation and disembarkation fees at ports and airports;

• Exchange rates applicable to the package.

A price increase is possible only if:

• The organizer provides written notification on a durable medium,

• Justifications and calculation methods are included,

• The notification is sent at least 20 days before the start of the package.

If the price increase exceeds 8% of the total package price, the traveler shall have the rights outlined in Article 9.2.

In the event of a price decrease, the organizer has the right to deduct administrative and handling costs from the refund due to the traveler, with supporting documentation available upon request.

8.2. Price Breakdown

The total price consists of:

a) Registration or handling fees;

b) Participation fee, as stated in the catalog or provided by the retailer in the package quotation;

c) Cost of any insurance policies (e.g., trip cancellation, withdrawal, medical expenses, or other requested services);

d) Visa fees and entry/exit taxes of the destination country;

e) Airport and/or port taxes and charges.


9. MODIFICATION, WITHDRAWAL BY THE ORGANIZER, OR CANCELLATION OF THE PACKAGE TRAVEL BEFORE DEPARTURE

9.1. Minor Modifications Before Departure

Before the package begins, the organizer may unilaterally modify contract terms, excluding price, provided that these are minor changes. The traveler shall be informed of such modifications on a durable medium, including via the retailer.

9.2. Significant Modifications or Price Increases Before Departure

If, before the start of the package, the organizer is compelled to:

• Substantially modify one or more key features of the travel services,

• Fail to fulfill previously accepted special requests explicitly stated in the contract,

• Increase the package price by more than 8%,

the traveler has the right to:

• Accept the proposed modification, or

• Withdraw from the contract without incurring any costs, fees, or penalties.

The traveler must make a decision within a reasonable period specified by the organizer at the time of notification, but no later than 48 hours from receipt of the modification notice.

If the traveler chooses to withdraw, the organizer may offer a substitute package of equivalent or superior quality.

The modification notice must clearly state:

• The proposed changes and their impact on the package price,

• The deadline for the traveler’s response,

• The consequences of failing to respond within the given timeframe,

• Any offered substitute package and its corresponding price.

9.3. Price Reduction for Inferior Packages

If the contract modifications or the offered substitute package result in a lower-quality or lower-cost package, the traveler shall be entitled to an appropriate price reduction.

9.4. Refund in Case of Withdrawal

If the traveler withdraws from the package travel contract under the provisions outlined in Section 9.2, and does not accept a substitute package, the organizer must refund all payments made by or on behalf of the traveler without undue delay and no later than 14 days from the contract withdrawal.

The provisions of Article 43, paragraphs 2, 3, 4, 5, 6, 7, and 8 of the Tourism Code shall apply.

9.5. Organizer’s Right to Withdraw Without Additional Compensation

The organizer may withdraw from the package travel contract and offer the traveler a full refund of payments made, but shall not be required to pay additional compensation if:

a) Minimum Group Size Not Reached

• The number of participants in the package is lower than the minimum required in the contract.

• The organizer notifies the traveler within the contractual deadline, and in any case, no later than:

o 30 days before the start of the package for Tours and/or HIVE Experiences,

o 10 days before departure for other types of package travel/services.

b) Unavoidable and Extraordinary Circumstances

• The organizer is unable to perform the contract due to unavoidable and extraordinary circumstances.

• The organizer notifies the traveler without undue delay before the start of the package.


10. TRAVELER’S WITHDRAWAL

10.1. Right to Withdraw Before Departure

The traveler may withdraw from the contract at any time before the start of the package upon payment of the applicable cancellation fees and withdrawal costs or, where applicable, the standard withdrawal fees (cancellation penalties) set by the organizer. These fees depend on:

• The selected destination,

• The timing of withdrawal relative to the departure date,

• The type of services booked.

If standard withdrawal fees are not specified, the amount of withdrawal costs will correspond to the package price reduced by any cost savings and income from the reallocation of travel services.

10.2. Insurance Coverage for Withdrawal Costs

The traveler may purchase insurance policies covering the above-mentioned withdrawal costs, including coverage for assistance services, repatriation, accidents, illness, or death. Depending on the selected package, the organizer will inform the traveler whether such insurance is optional or mandatory.

10.3. Withdrawal Without Fees in Exceptional Circumstances

Withdrawal fees are not due in the cases outlined in Article 9, Section 2.

If unavoidable and extraordinary circumstances occur—documentable and officially recognized as force majeure by the competent Italian authorities—at the destination or nearby areas, and these circumstances substantially affect the execution of the package or prevent passenger transportation, the traveler has the right to:

• Withdraw from the contract before the start of the package without paying withdrawal fees, and

• Receive a full refund of payments made for the package, or, at HIVE’s discretion,

• Receive a voucher of equivalent value.

10.4. General Withdrawal Conditions and Refund Rules

If the traveler chooses to withdraw before departure outside of the cases mentioned above, they must reimburse the organizer for any incurred and justifiable costs, for which the organizer will provide documentation upon request.

The withdrawal fee will correspond to the package price reduced by cost savings and income from the reallocation of travel services.

The package travel contract may establish reasonable standard withdrawal fees, calculated based on the timing of the withdrawal.

For non-refundable services, such as transportation services and museum access, no refunds will be provided. The applicable general conditions of the purchased services will govern these cases.

For experiences other than those labeled "St. Peter’s Basilica Experiences" and for Tours, the refund policy is as follows:

• Experiences:

o The traveler will receive a refund of the experience cost minus 30%, which covers the organizer’s booking and cancellation expenses, provided the withdrawal is communicated at least 10 days before departure.

• Tours:

o The traveler will receive a refund of the tour cost minus 50%, which covers the organizer’s booking and cancellation expenses, provided the withdrawal is communicated at least 30 days before departure.

11. CHANGES AFTER DEPARTURE DUE TO CIRCUMSTANCES NOT ATTRIBUTABLE TO THE ORGANIZER

11.1. Alternative Solutions for Essential Services

If, due to unforeseen circumstances not attributable to the organizer, it becomes impossible to provide a substantial part (in terms of value or quality) of the agreed travel services included in the package travel contract, the organizer shall offer, at no additional cost to the traveler, appropriate alternative solutions of equivalent or higher quality, wherever possible. These solutions aim to ensure the continuation of the package travel experience, including cases where the traveler's return to the departure location cannot be provided as initially agreed.

If the proposed alternative solutions result in a package of lower quality than originally agreed upon, the organizer shall grant the traveler an appropriate price reduction.

11.2. Rejection of Alternative Solutions

The traveler may reject the proposed alternative solutions only if:

• They are not comparable to the services originally agreed upon in the package travel contract, or

• The price reduction granted is inadequate.

11.3. Refund in Case of Impossibility to Provide Alternatives

If:

• It is impossible to arrange any alternative solutions, or

• The traveler rejects the proposed solutions that comply with section 11.1,

the traveler shall be entitled to a price reduction. If the organizer fails to offer alternative solutions, the provisions of section 15.5 shall apply.

11.4. Traveler’s Return in Exceptional Circumstances

If, due to unforeseen circumstances not attributable to the organizer, the traveler’s return cannot be ensured as initially agreed in the package travel contract, the provisions of sections 15.6 and 15.7 shall apply.


12. SUBSTITUTIONS AND TRANSFER OF CONTRACT TO ANOTHER TRAVELER

12.1. Conditions for Contract Transfer

The traveler may transfer their travel package contract to another person, provided that:

a) The organizer is informed no later than seven (7) days before the start of the package.

b) The person taking over the contract meets all conditions for using the travel services, including requirements related to passports, visas, and health certificates.

c) The travel services or alternative services can still be provided after the substitution.

d) All administrative and handling fees related to the substitution are paid to the organizer. These fees will be quantified before the contract transfer, and upon request, the original traveler (transferor) will be provided with proof of the applicable fees, taxes, or additional costs resulting from the transfer.

Note: Transfer costs may include, for example, the purchase of new transport tickets at the applicable fare at the time of the transfer request. The cost of travel tickets is subject to fluctuations based on:

• Booking class

• Availability of flight seats

• Fare type

• Flight class

• Date of ticket issuance and departure date

12.2. Joint Responsibility of Transferor and Transferee

The original traveler (transferor) and the new traveler (transferee) shall be jointly liable for:

• Payment of the remaining balance of the travel package

• Any applicable taxes, fees, and additional costs, including administrative and handling fees resulting from the transfer.

12.3. Compliance with Airline Regulations

Pursuant to Article 944 of the Italian Navigation Code, contract transfer shall be possible only with the consent of the airline carrier.

12.4. Name Change Policies and Carrier Regulations

Name changes are always subject to the specific conditions imposed by the airline carriers issuing the travel tickets.

12.5. Modifications to Travel Services

If the traveler requests a change to any travel service in a confirmed booking, and provided that:

• The requested modification does not constitute a contractual novation, and

• The requested modification is feasible,

the traveler must pay the organizer for:

• Administrative and handling fees

• Additional costs resulting from the modification (e.g., if new air tickets must be issued, the new applicable airfare at the time of reissuance will apply).

13. TRAVELERS' OBLIGATIONS

13.1. General Information on Passports and Visas

During the negotiation phase and, in any case, before the conclusion of the contract, Italian citizens shall be provided with general information, updated as of the catalog's publication date, regarding passport and visa requirements, including approximate timeframes for visa issuance and health regulations of the destination country.

13.2. Travel Regulations for Minors

For minors traveling abroad, travelers must refer to the specific regulations provided by the competent authorities of their country of origin.

Minors must have an individual valid travel document (passport, or for EU countries, an identity card valid for travel, including parental details).

For domestic travel within Italy, travelers should refer to the guidelines published on the Italian State Police website: http://poliziadistato.it/articolo/191/.

13.3. Travel Regulations for Foreign Citizens

Foreign citizens must possess a valid passport and any required entry visa. They should obtain the latest, updated travel information through their respective diplomatic representations in Italy and/or official government sources of their country.

13.4. Verification of Travel Documents and Compliance with Regulations

Prior to departure, travelers must verify with the competent authorities the specific requirements of the destination country and ensure their travel documents comply with these regulations in a timely manner before departure.

Failure to conduct these verifications shall not be grounds for attributing liability to the seller or organizer for a traveler's inability to depart.

13.5. Declaration of Citizenship and Travel Document Requirements

Travelers must inform the seller and organizer of their nationality before making a booking request.

At the time of departure, travelers must ensure they possess:

• Vaccination certificates,

• A valid individual passport,

• Any other necessary documents for all countries included in their itinerary,

• Visas for entry, transit, and stay,

• Health certificates, if required.

13.6. Assessment of Safety and Destination Information

To assess the political, social, and health conditions of the destination country and its surroundings, and to determine the objective feasibility of the booked services, travelers must consult official information from the competent authorities of their country and institutional sources.

• Such information is not included in the organizer’s catalogs (whether online or printed), as catalogs provide general descriptions and cannot include dynamic updates issued by official authorities.

• Travelers must check institutional sources in their home country for the latest travel advisories.

Travelers must also ensure that their personal and minor-dependent documents are valid for travel in accordance with their country’s regulations and international agreements.

Neither the seller nor the organizer is responsible for obtaining visas or travel documents on behalf of travelers.

13.7. Travel Warnings and Safety Advisories

If, at the time of booking, the selected destination is listed by institutional sources as a location subject to a travel warning or advisory for safety reasons, travelers who later decide to withdraw from the trip may not use such circumstances to claim an exemption or reduction of cancellation fees based on contractual reasons linked to safety conditions in the country.

13.8. Compliance with Local Laws and Travel Regulations

Travelers must comply with:

• General prudence and diligence rules,

• Specific laws applicable in the destination country,

• Instructions provided by the organizer,

• Regulations, administrative provisions, and legal obligations related to the package travel contract.

Travelers are liable for any damages caused to the organizer and/or seller, including repatriation costs, due to non-compliance with the above obligations.

Additionally, if a traveler requires assistance due to an issue caused by their own intentional conduct or negligence, the organizer may request reimbursement of the reasonable costs incurred in providing such assistance.

13.9. Obligation to Provide Documentation for Claims

Travelers must provide the organizer or seller with all documents, information, and evidence necessary for pursuing claims or recourse actions against the parties responsible for:

• Indemnities,

• Price reductions,

• Compensations,

• Other related obligations.

This includes providing documentation for third parties responsible for damages or for entities obligated to offer assistance and accommodation when travelers are unable to return to their point of departure.

Travelers are liable for any damage caused to the organizer’s right to subrogation claims.

13.10. Obligation to Report Non-Conformities During Travel

Travelers must promptly report any non-conformities identified during the execution of the package travel contract to the organizer, either directly or through the seller, in accordance with Article 15 of these terms and conditions.

14. HOTEL CLASSIFICATION

The official classification of hotel establishments provided in the catalog or other informational materials is based exclusively on the explicit and formal indications of the competent authorities in the country where the service is provided.

In the absence of officially recognized classifications by Public Authorities in EU Member States, or in the case of establishments marketed as "Tourist Villages," the Organizer reserves the right to provide a proprietary description of the accommodation in the catalog or brochure. This description aims to enable the traveler to evaluate and accept the accommodation accordingly.


15. ORGANIZER'S LIABILITY FOR IMPROPER PERFORMANCE OF THE PACKAGE

15.1. General Liability

Pursuant to Article 42 of the Tourism Code, the Organizer is responsible for the execution of all tourist services included in the package travel contract, regardless of whether such services are provided by:

• The Organizer itself,

• Its assistants or agents,

• Third parties acting on its behalf,

• Other service providers involved in the execution of the package.

This liability is established in accordance with Article 1228 of the Italian Civil Code.

15.2. Traveler's Obligation to Report Non-Conformities

In compliance with Articles 1175 and 1375 of the Italian Civil Code, the Traveler must promptly report to the Organizer, either directly or through the Seller, any defects of conformity identified during the execution of a tourist service included in the package travel contract, considering the circumstances of the case.

15.3. Organizer's Obligation to Remedy Non-Conformities

If a tourist service is not provided in accordance with the package travel contract, the Organizer must remedy the defect of conformity, unless:

• It is impossible to do so, or

• The remedy is excessively costly, considering the significance of the defect and the value of the affected service(s).

If the Organizer fails to remedy the defect, Clause 16 applies.

15.4. Traveler's Right to Remedy the Defect

If the Organizer does not remedy the defect of conformity within a reasonable period set by the Traveler, based on the duration and nature of the package, the Traveler may:

• Personally remedy the defect, and

• Request reimbursement for the necessary and reasonable expenses incurred, provided they are documented.

If the Organizer refuses to address the defect or if an immediate solution is necessary, the Traveler is not required to specify a timeframe for the Organizer to intervene.

15.5. Right to Contract Termination and Price Reduction

If a defect of conformity constitutes a material breach of the package contract, under Article 1455 of the Italian Civil Code, and the Organizer fails to remedy it within a reasonable period set by the Traveler, the Traveler may:

• Terminate the contract immediately without incurring any costs, or

• Request a price reduction, as per Clause 16, in addition to any potential compensation for damages.

If the package includes passenger transportation, the Organizer must also arrange for the Traveler's return via an equivalent mode of transport without undue delay and at no additional cost.

15.6. Accommodation Costs in Case of Travel Disruptions

If return travel becomes impossible, the Organizer shall cover the necessary accommodation costs, in a category equivalent to that initially provided in the contract, for:

• A maximum of three (3) nights per Traveler, or

• A longer period, if required under EU passenger rights regulations applicable to the relevant transport services.

15.7. Exemptions from Cost Limitations

The limitation on accommodation costs under Clause 15.6 does not apply to:

• Persons with reduced mobility, as defined in Article 2, Paragraph 1, Letter a) of Regulation (EC) No. 1107/2006,

• Their accompanying persons,

• Pregnant women,

• Unaccompanied minors,

• Persons requiring specific medical assistance, provided that the Organizer has been notified of their needs at least 48 hours before the package start date.


16. PRICE REDUCTION AND COMPENSATION FOR DAMAGES

16.1. Right to Price Reduction

The Traveler is entitled to an appropriate price reduction for the period in which there was a lack of conformity, unless the Organizer demonstrates that such non-conformity is attributable to the Traveler or to circumstances beyond the Organizer's control.

16.2. Right to Compensation for Damages

The Traveler has the right to receive adequate compensation from the Organizer for any damage suffered as a consequence of a lack of conformity.

16.3. Exceptions to Compensation

The Traveler is not entitled to compensation if the Organizer proves that:

• The lack of conformity is due to the Traveler's actions.

• The lack of conformity is attributable to a third party not involved in the provision of the tourist services included in the package and was unforeseeable or unavoidable.

• The non-conformity resulted from unavoidable and extraordinary circumstances.

16.4. Limitation of Liability

The Organizer is subject to limitations established by international conventions binding on Italy or the EU, which govern:

• The extent of compensation, or

• The conditions under which compensation is due by a service provider delivering a tourist service included in the package.

16.5. Limitation of Compensation

The package travel contract may limit the Organizer’s liability for compensation, except for:

• Personal injury, or

• Damages caused intentionally or by gross negligence.

However, this limitation cannot be lower than three times the total price of the package.

16.6. Deduction of Compensation

Any compensation or price reduction granted under the Tourism Code shall be deducted from any compensation or price reduction granted under other applicable EU regulations and international conventions.


17. OBLIGATION OF ASSISTANCE

17.1. Assistance to Travelers in Difficulty

The Organizer must provide appropriate and immediate assistance to Travelers in difficulty, including in the circumstances described in Clause 15.7, particularly by:

• Providing relevant information on health services, local authorities, and consular assistance.

• Assisting the Traveler in establishing remote communications.

• Helping the Traveler find alternative tourist services.

17.2. Filing Complaints

The Traveler may address messages, requests, or complaints regarding the execution of the package directly to the Seller through whom the package was purchased. The Seller must promptly forward such messages, requests, or complaints to the Organizer.


18. SELLER’S LIABILITY

The Seller must indicate their role and is solely responsible for fulfilling the mandate entrusted by the Traveler under the travel brokerage contract. This liability applies regardless of whether the service is performed by:

• The Seller itself,

• Its assistants or agents, when acting in the exercise of their functions,

• Third parties whose services the Seller uses.

The Seller's compliance with their contractual obligations is assessed based on the diligence required for the performance of their professional activity.


19. INSURANCE AGAINST CANCELLATION FEES AND REPATRIATION EXPENSES

If not expressly included in the package price, it is possible and recommended to purchase special insurance policies at the time of booking, either from the Organizer or the Seller. These policies cover:

• Reimbursement of cancellation fees (always due, except for specific exceptions under the Tourism Code, as per Clause 10).

• Medical and accident expenses, including repatriation costs.

• Loss and/or damage of baggage.

Any rights arising from the insurance contracts must be exercised directly by the Traveler against the Insurance Company, in accordance with the terms and conditions set forth in the policies, paying particular attention to:

• Deadlines for claim submission,

• Deductibles,

• Limitations and exclusions.

The insurance contract between the Traveler and the Insurance Company is legally binding between the parties and produces effects exclusively between the Traveler and the Insurance Company, pursuant to Article 1905 of the Italian Civil Code.

19.1. Special Insurance Needs

At the time of booking, Travelers must inform the Seller of any specific needs or concerns requiring the issuance of policies different from those offered or included in the package price.


20. ALTERNATIVE DISPUTE RESOLUTION MECHANISMS

The Organizer shall provide the Traveler with information regarding:

• Existing complaint procedures.

• Alternative Dispute Resolution (ADR) mechanisms, as per Legislative Decree No. 206 of September 6, 2005.

• Any ADR bodies governing the Organizer’s activities.

• The Online Dispute Resolution (ODR) platform, pursuant to EU Regulation No. 524/2013.


21. GUARANTEES FOR THE TRAVELER

21.1. Civil Liability Insurance

The Organizer and Seller, established in Italy, are covered by a civil liability insurance contract in favor of the Traveler to compensate for damages arising from the breach of their contractual obligations.

21.2. Insolvency or Bankruptcy Protection

Contracts for package travel arrangements are covered by insurance policies or bank guarantees that ensure, in the event of insolvency or bankruptcy of the Organizer or Seller:

• Full reimbursement of the amount paid for the package.

• Immediate repatriation of the Traveler, if the package includes transportation.

• Payment of food and accommodation expenses, if necessary, before repatriation.

Alternatively, instead of a refund or immediate repatriation, the Traveler may be offered the continuation of the package, as regulated by Articles 40 and 42 of the Tourism Code.

21.3. Guarantees for Linked Travel Arrangements

The same guarantees apply to professionals facilitating linked travel arrangements to ensure the refund of all payments received from Travelers, in cases where a service included in a linked travel arrangement is not provided due to the insolvency or bankruptcy of the professional receiving the payments.


22. INDIVIDUAL TOURIST SERVICES AND LINKED TRAVEL ARRANGEMENTS

Contracts involving only transportation services, only accommodation, or any other separate tourist service do not constitute a package travel arrangement and therefore do not benefit from the protections granted under the Tourism Code. In such cases, the contractual conditions of the individual service provider apply. The responsibility for proper contract performance lies solely with the service provider.

For linked travel arrangements, the Traveler is entitled to protection ensuring the refund of payments made for services not provided due to the insolvency of the professional who collected the Traveler’s payments. However, this protection does not cover the insolvency of the service provider concerned.


INFORMATION PURSUANT TO REGULATION (EC) NO. 2027/97

Compensation for Death or Injury

There are no financial limits to liability in cases of injury or death of a passenger.

• For damages up to 100,000 SDR (approx. €121,000), the air carrier cannot contest compensation claims.

• For amounts exceeding this limit, the carrier may contest the claim only if it proves the damage was not its fault.

Advance Payments

In case of injury or death, the air carrier must provide an advance payment to cover immediate financial needs within 15 days of identifying the eligible recipient.

• In case of death, the advance payment cannot be less than 16,000 SDR (approx. €19,400).

Delays in Passenger Transport

• The carrier is liable for damages caused by delays, unless it proves it took all reasonable measures to prevent them or that such measures were impossible.

• Liability for passenger delays is limited to 4,150 SDR (approx. €5,000).

Delays in Baggage Transport

• The carrier is liable for damages due to baggage delays, unless it proves it took all reasonable measures to avoid them or that such measures were impossible.

• Liability for baggage delays is limited to 1,000 SDR (approx. €1,200).

Destruction, Loss, or Damage to Baggage

• The carrier is responsible for damage, loss, or destruction of baggage up to 1,000 SDR (approx. €1,200).

• For checked baggage, the carrier is liable even if not at fault, except in cases of inherent baggage defects.

• For unchecked baggage, the carrier is liable only if at fault.

Higher Liability Limits for Baggage

Passengers may declare a higher value for their baggage at the time of check-in and pay an additional fee to receive a higher liability limit.

Baggage Claims

Passengers must immediately file a written claim with the carrier in case of:

• Damage to baggage: within 7 days.

• Delayed baggage: within 21 days of receiving it.

Liability of Contracting and Operating Carrier

• If the airline operating the flight is not the contracting airline, the passenger may file claims against either.

• If the airline’s name or code appears on the ticket, it is the contracting carrier.

Time Limits for Legal Action

Legal claims must be filed within two years from the date of arrival or the scheduled arrival date of the flight.

MANDATORY NOTICE UNDER ARTICLE 17, LAW 38/2006

"Under Italian law, offenses related to child prostitution and child pornography are punishable by imprisonment, even if committed abroad."