General Terms and Conditions of Sale and Use of the E-Commerce Platform for the Online Purchase of Individual Services and Tourist Packages: 10 February 2025
Preamble
Company Information
Definitions
Table of Contents
1. User Obligations
2. Terms of Use
3. Site Registration
4. Duration and Nature of the Offer
5. Prices, Taxes, and Currency
6. Review of the Tourist Package Price
7. Duration of the Trip
8. Acceptance of the Booking
9. Payment and Invoicing
10. Travel Documents
11. Administrative and Health Formalities
12. Minors
13. EU and Non-EU Citizens
14. Special Regulations for Destinations or Stopovers
15. Contract for the Sale of a Tourist Package
16. Hospitality Contracts
17. Transport Contracts
18. Rental Contracts
19. Other Tourist Service Contracts
20. Liability
21. Cancellation or Modification of the Booking
22. Name Change
23. Withdrawal
24. Modification or Cancellation of the Package Before Departure
25. Assistance
26. Complaints
27. Insurance Policies
28. Applicable Law
29. Mandatory Communication Pursuant to Article 17 of Law No. 38/2006
Preamble
The services and tourist packages published on the website and available for purchase via the e-commerce platform at www.booking.basilicasanpietro.va (hereinafter referred to as the "Site") are governed by these general terms and conditions of sale and use of the platform for the online purchase of individual services and tourist packages (hereinafter, the "General Terms and Conditions"). These services and packages are offered exclusively by HIVE S.R.L. (hereinafter also referred to as "HIVE") in its capacity as the sole professional provider.
The website booking.basilicasanpietro.va is exclusively intended for individual visitors; travel agencies and tour operators are not permitted to make purchases for professional purposes or resale.
It is strictly forbidden for the user to resell in any way to third parties, whether natural or legal persons, the booking service for access to the Basilica and tickets for access to the areas of relevance to the Basilica.
HIVE reserves the right to supplement and/or amend these General Terms and Conditions and to publish any updates on the Site at any time.
HIVE acts both as an intermediary in the sale of services and/or tourist packages offered by other suppliers/organizers and as an independent organizer, in compliance with all applicable laws and regulations.
HIVE's liability is governed by the provisions outlined below.
Through the Site, HIVE provides the User—with reference to the searches and requests made online—with a proposed travel experience, services, or tourist packages, in exchange for a fee for the service provided.
Tourist packages are governed by the Tourism Code, specifically Articles 32 to 51-novies, as amended by Legislative Decree No. 62 of May 21, 2018, which transposes and implements EU Directive 2015/2302 (accessible at this link), which is hereby fully referenced.
Contracts concerning the provision of transport services only, accommodation services only, entry tickets, or any other separate tourist service do not constitute a travel organization or a tourist package. Therefore, they do not benefit from the protections provided under the Tourism Code, and the contractual terms of the individual service provider shall apply. The responsibility for the proper execution of the contract remains solely with the service provider.
Company Information
HIVE S.r.l.
Via E. Conti, No. 7
42020 San Polo D’Enza (RE), Italy
VAT Number: 02893710356
Share Capital: €1,000,000.00, fully paid
Business Register No.: RE-322623, registered on 19.06.2020
License Holder for Travel Agency and Tourism: License No. 32657, issued on 26.01.2023
Professional Liability Insurance
In accordance with Article 47, Paragraph 2, of Legislative Decree No. 62/2018, HIVE has taken out a Professional Civil Liability Insurance Policy with Europ Assistance Italia, Policy No. 4804756.
In the context of tourist packages, travelers benefit from protection in the event of the insolvency or bankruptcy of the organizer or seller, regardless of their place of residence, place of departure, or the place where the package is sold, and regardless of the EU member state in which the entity responsible for providing protection against insolvency or bankruptcy is established.
To fully comply with this obligation, HIVE has joined the Guarantee Fund established by AIAV, which ensures, upon request by the registered User/traveler, the reimbursement of the amount paid for the purchase of the package. Additionally, if the package includes transport, the Fund guarantees the immediate repatriation of the traveler in the event of insolvency or bankruptcy.
Definitions
Digital Audioguides
A digital application containing historical and cultural information in audio format related to a tourist itinerary, available in multiple languages and accessible via a link and/or QR code to be opened on the consumer’s personal mobile phone/tablet or the mobile phone/tablet of each individual included in the booking. The devices will be connected to the internet independently by the consumer via GSM or Wi-Fi; therefore, data traffic and internet access are not included in the Digital Audioguide. The audioguide is linked to the booking of access to the Basilica. The booking of access to the Basilica with an audioguide is also included in the purchase of tickets for access to the Dome, the Treasure Museum, and the Necropolis.
Ticket
The admission tickets required for visits to the historical and cultural sites of the Basilica managed by Fabbrica di San Pietro (Dome, Necropolis) and/or for events or tourist, sports, recreational, and museum attractions requiring an entry ticket.
Cart
The services or packages selected by the User after conducting one or more searches on the Site.
Unavoidable and Extraordinary Circumstances: A situation beyond the control of the party invoking such circumstances, the consequences of which could not have been avoided even by taking all reasonable measures.
Circumstances Due to Liturgical Requirements:
Circumstances arising from decisions made by the Holy See and the Holy Father regarding extraordinary liturgical celebrations during the Jubilee Year, which result in the cancellation of access to historical and cultural areas of the Basilica and the cancellation of bookings for visits to St. Peter’s Basilica.
Consumer:
An individual who enters into a contract for purposes unrelated to any business, commercial, artisanal, or professional activity they may be engaged in.
Customer Service:
A free assistance service available on working days and during working hours, provided to Visitors and Users of the Site (also referred to as Visitor Assistance or Need Help?).
Authentication Credentials:
The email and password used by the User to access the Site.
Non-Conformity Defect:
A failure in the performance of the tourist services included in a package.
Service Provider:
The actual provider of the contracted service as supplied by the Supplier or by HIVE.
Experience:
A tourist package consisting of the combination of at least two different types of tourist services, including a private or group (shared) activity, which may, by way of example but not limited to, include a guided tour of museums or sites of interest, transportation via one or more means, a hands-on activity, a lunch, a dinner, or a tasting in selected locations, as well as stays in unusual and unconventional accommodations.
Supplier:
The companies contracted by HIVE that provide products available for online purchase, including through XML integration.
Travel Ideas:
Purely indicative proposals available on the Site, related to both individual services and web packages, which can be re-quoted and modified by the User where available. The User may choose to save their searches performed on the Site as "travel ideas," fully aware that no service included in the saved travel idea is reserved. The User can retrieve the saved travel ideas from the Site to:
• Verify the updated availability, costs, and applicable fare rules of the included services at the time of a new search;
• Modify and re-quote the previously saved travel idea;
• Proceed with the purchase after re-quoting and verifying the availability of the services.
Minor:
A person under 18 years of age who does not have the legal capacity to enter into contracts or other legally valid agreements independently.
Organizer:
A professional who combines and sells packages directly or through another professional, or a professional who transmits traveler data to another professional in accordance with Article 33, letter c), point 2.4, of the Tourism Code.
Tourist Packages:
A “tourist package,” as defined in Article 33 of the Tourism Code, refers to the combination of at least two different types of tourist services, namely:
a) passenger transport;
b) accommodation that is not an integral part of passenger transport and is not intended for residential purposes or for long-term language courses;
c) rental of cars, other vehicles, or motorcycles requiring a Category A driving license in the EU (as per the directive on the rental of cars: "other motor vehicles within the meaning of Article 3(11) of Directive 2007/46/EC of the European Parliament and of the Council, or motorcycles requiring a Category A driving license in accordance with point (c) of Article 4(3) of Directive 2006/126/EC of the European Parliament and of the Council");
d) any other tourist service that is not an integral part of any of the services mentioned in letters a), b), or c), and is neither a financial nor an insurance service, nor qualifies as an "ancillary tourist service."
A combination of services constitutes a tourist package when at least one of the following conditions is met:
1. Such services are combined by a single professional, even at the traveler’s request or according to their selection, before a single contract covering all services is concluded;
2. Such services, even if concluded under separate contracts with individual service providers, are:
2.1) Purchased at a single point of sale and selected before the traveler consents to payment;
2.2) Offered, sold, or invoiced at an all-inclusive or total price;
2.3) Advertised or sold under the term "package" or a similar designation;
2.4) Combined after the conclusion of a contract in which the professional allows the traveler to choose from a selection of different types of tourist services, or purchased from different professionals through linked online booking processes where the traveler’s name, payment details, and email address are transmitted by the professional concluding the first contract to one or more professionals, and the contract with the latter professional(s) is concluded no later than 24 hours after confirmation of the first tourist service booking.
Web Packages
Web Packages are tourist packages proposed as personalized travel ideas that are re-quoted by the User or freely combined by the User, who has the opportunity to modify the selected services by choosing different solutions available on the Site before confirming their booking.
Booking
An order placed through the Site.
Booking of Access to the Basilica
A booking that can be made online through the Site to access St. Peter’s Basilica at a specified time and date. The booking is linked to the Digital Audioguide. A private user can make an online booking via the Site for a minimum of 1 and a maximum of 15 people to access St. Peter’s Basilica at their chosen time and date, subject to availability. The online booking made via the Site booking.basilicasanpietro.va is always linked to the Digital Audioguide. Please note that during the visit conducted by a private user, pausing inside the Basilica to provide verbal explanations of an artistic representation or monument to other accompanying visitors is not permitted.
Professional
Any natural or legal person, public or private, who, in the course of their commercial, industrial, artisanal, or professional activity, acts in contracts for tourist packages or linked tourist services, either directly or through another person acting in their name or on their behalf, in the capacity of an organizer, seller, professional facilitating linked tourist services, or a provider of tourist services, in accordance with the applicable regulations.
Return
The traveler’s journey back to the place of departure or another location agreed upon by the contracting parties.
Services
These include Tourist Packages, Web Packages, Travel Ideas, Tours, tickets for access to the historical and cultural areas of St. Peter’s Basilica, and any other tourist or ancillary services available on the Site.
Site
www.booking.basilicasanpietro.va
Summary (Page)
A page displaying a summary of the services added to the cart by the User, including the total price of the services, the payment method (deposit and balance or full payment), and the payment terms.
Durable Medium
Any tool that enables the traveler or the professional to store information personally addressed to them, allowing access to it for an appropriate period for its intended purpose and enabling the identical reproduction of the stored information.
Tour
A tourist package consisting of the combination of at least two different types of tourist services along a multi-night travel itinerary that may include one or more destinations and one or more experiences. It may or may not include means of transport and/or accommodations. Since there are no tourist services within the Vatican City State, the search for services extends to the surrounding area, specifically to the city of Rome.
Train
High-speed trains, national/international long-distance trains, and regional trains operated by the national railway company.
(Other Means of) Transport
Ground and maritime transport options other than air and train travel.
User
A consumer registered on the Site.
Seller
A professional, other than the organizer, who sells or offers for sale packages assembled by an organizer.
Traveler
Any person who enters into a contract or is authorized to travel under a tourist package or linked tourist service contract.
Visitor
Any consumer who is not registered on the Site.
Charter Flight
A flight provided by an airline with an aircraft chartered by a Tour Operator. This type of flight is not listed among the flights regularly operated by an airline. Also referred to as an ITC flight. The schedules for these flights are generally not available at the time of purchase. In particular, for chartered flights to specific tourist destinations during a particular period, with one or more stopovers if applicable, flight plans and schedules will be confirmed no later than 24 hours before departure.
Scheduled Flight
A flight operated regularly by an airline.
Low-Cost Flight
A flight operated regularly by a low-cost airline that limits the included services both on the ground and in-flight and provides additional services for a fee (e.g., carry-on and checked baggage, meals and beverages on board, seat selection, pets). Some of these services cannot be purchased via the Site but only by contacting the carrier, in accordance with the carrier’s own terms and conditions of sale and transport.
1. USER OBLIGATIONS
The User is required to register in order to purchase services/packages or to save travel ideas they have created or personalized. Accessing the Site constitutes acceptance of all the terms and conditions governing its use, particularly those outlined below.
The User acknowledges that the booking and purchase of products and tourist services made through the Site are governed by these General Terms and Conditions of Sale.
The User guarantees the truthfulness, accuracy, and timeliness of the information provided in their name and on behalf of all beneficiaries of the services booked on the Site, for whom they act as a representative. These General Terms and Conditions of Sale apply in full to all beneficiaries. It is the User's responsibility to verify that the information entered is correct and, if necessary, to modify it before completing the booking. The names and surnames of participants must exactly match those indicated on their identity documents, which are required to undertake the journey.
HIVE bears no responsibility if the information provided by the User at the time of registration and/or order placement (name, postal address, email, phone number, and any other data required by suppliers/providers to complete the online booking) is false or incorrect.
The User undertakes to maintain the confidentiality of their access credentials and to not share them with third parties, thereby preventing unauthorized access. The User assumes responsibility for any damage and any financial consequences resulting from the use of this Site with their password or from the use of their password by third parties.
HIVE reserves the right to reject any booking requests from a registered User at any time if fraudulent use of the Site by the User or by third parties is detected.
2. GENERAL TERMS AND CONDITIONS OF SALE
These General Terms and Conditions of Sale ("General Terms and Conditions") govern the sale of tourist services offered in HIVE’s electronic catalogs (including, but not limited to, flights, accommodations, tours, packages, activities, tickets, rentals, transfers, cruises) available on the Site.
The General Terms and Conditions constitute a binding agreement between HIVE and the User utilizing the Site to book and purchase the available Services. Reselling services/products purchased on the Site booking.basilicasanpietro.va is strictly prohibited.
The User is also subject to the specific conditions applicable to each individual Service, including details regarding the destination, departure date, travel duration, price, applicable fare rules, and any local taxes not reasonably calculable before the contract is concluded but that the User may still be required to pay on-site. These may not be specified in HIVE’s online catalogs because they are not pre-payable.
Users can verify unpaid amounts directly on the websites of the respective providers/institutions. These specific conditions form an integral and substantial part of the contract between HIVE and the User.
The use of the Site, bookings, and purchases of Services are subject to the User’s acceptance of these General Terms and Conditions.
The User is required to carefully read and expressly accept the General Terms and Conditions, including the specific clauses as per Article 1341 of the Italian Civil Code, by checking the appropriate box or clicking on the constantly updated hyperlink provided for this purpose and made available online on the Site. Without this acceptance, it will not be technically possible to confirm the booking or purchase the Services/packages.
By using this Site, the User declares that they understand that HIVE’s registered office is in Italy and that all transactions are governed exclusively by Italian law.
HIVE reserves the right to refuse service in any jurisdiction where local regulations may impose obligations inconsistent with these General Terms and Conditions or alter the economic conditions of the offer.
3. SITE REGISTRATION
If the User is acting as a natural person, they declare that they are at least 18 years old and have the legal capacity to be bound by these General Terms and Conditions of Sale, which they declare to understand and fully accept.
The legal references for this section are Legislative Decree No. 70 of April 9, 2003, which implements Directive 2000/31/EC on "certain legal aspects of information society services, in particular electronic commerce, in the internal market," and Legislative Decree No. 206 of September 6, 2005 - Consumer Code.
The User may freely browse the Site. However, to make purchases or save their searches as a travel idea, they must register in advance by filling out the form accessible through the Site’s homepage, clicking on the "Register" icon, and entering their personal data.
All data will be processed in accordance with Regulation (EU) 2016/679. A complete privacy policy is available during the registration process on the Site.
The User will also be required to enter their email address and create a secret password. Once registration is completed, the User will receive a welcome email at the address provided during registration, confirming that their account has been activated and including the email associated with the account as proof of successful registration. The User must not disclose or transfer their login credentials to third parties and is required to store, protect, and keep them confidential with due diligence.
The email address and password will serve as Authentication Credentials for accessing all features available to a registered User on the Site.
After completing the registration, before proceeding with the purchase during the checkout phase, the User will be required to accept the General Terms and Conditions by clicking a confirmation box and separately approve the specific contractual clauses, in accordance with Article 1341 of the Italian Civil Code. Once accepted and explicitly approved, these clauses will be considered valid and binding for the User, allowing them to proceed with the purchase.
The User declares and guarantees that all personal data and information provided during the registration process are up-to-date, complete, truthful, and accurate. The User agrees to promptly update any changes to their registration data on the Site.
The User is solely responsible for their Authentication Credentials, including their safekeeping and use. If the User becomes aware of any unauthorized use of their Authentication Credentials and/or any breach of password confidentiality, they must immediately notify the Data Controller and Site Operator (HIVE S.r.l., Via Conti 7 - 42020 San Polo d'Enza (RE), Italy, email: help@basilicasanpietro.va).
All operations carried out using the Authentication Credentials will be considered performed by the registered User to whom the credentials belong.
HIVE reserves the right, at its sole discretion and at any time, to:
• Terminate the contract with the User in the event of misuse of the Site or a violation of the General Terms and Conditions.
• Refuse registration or delete existing Authentication Credentials, thereby canceling the associated profile, without being required to disclose the reasons for such decisions or entitling the User to any indemnity or compensation.
HIVE also clarifies, as stipulated in the General Terms and Conditions, that:
• It is not liable for any damages, claims, or losses, whether direct or indirect, suffered by the User due to malfunctions of the Site or the User’s or third parties’ electronic devices (including Internet Service Providers).
• It cannot be held in breach of contract or be liable for any damages in cases where it is unable to provide electronic services related to the Site or the User is unable to access the Site due to malfunctions in electronic communication systems beyond HIVE’s control (such as network service provider failures, hardware/software malfunctions, or unauthorized third-party access to the network).
• It may suspend or disconnect the Site, either temporarily or permanently, without being held responsible toward the User.
• It is not responsible for hyperlinks to third-party websites that may be included on the Site. These are provided for informational purposes only, and HIVE’s inclusion of such hyperlinks does not imply endorsement of the content published on these external websites or any relationship between HIVE and their operators.
4. DURATION AND NATURE OF THE OFFER
The availability and validity of the services offered on the Site are limited to the period in which they are displayed on the Site. Availability, pricing, and applicable fare rules may change in real-time.
Before confirming the selection in the cart, during the name entry phase, the system performs a final verification of all selected services and notifies the User of any changes in availability and/or price before they proceed with the purchase.
HIVE strives to provide a realistic representation of the offered services through images and illustrations provided by service providers. However, these images and illustrations are purely for illustrative purposes and may not always reflect the current conditions of the facilities or services at the time of booking. Users should refer to the official websites of the respective service providers for updated visuals and descriptions.
HIVE does not guarantee the accuracy of software, products, information, or services published on the Site, as they may contain typographical errors, inaccuracies, or system-related issues.
HIVE is not responsible for inaccurate information related to air, sea, or land transportation, accommodations (hotels or otherwise), or any other product/service listed on the Site (e.g., video reproductions, photographs, etc.).
5. PRICES, TAXES, AND CURRENCY
The price of each individual product/service, travel idea, or tourist package displayed on the Site is valid only if it results from a real-time search performed by the User, unless there is a clear and recognizable pricing error.
Prices of services available for purchase on the Site may vary based on the period, number of participants, and selected services. The actual amount payable depends on the services effectively purchased and confirmed.
Prices, availability, and applicable fare rules may change even during the User’s purchase process.
For example, transportation fares vary continuously based on demand and seasonality, and suppliers or carriers may adjust prices between the booking request and actual payment.
Before completing the purchase, the final price for the selected services will be displayed on the "Summary" page.
The final offer, which constitutes the actual selling price, is confirmed only after the User has:
1. Completed their search and selection process.
2. Entered the travelers’ names.
3. Explicitly accepted the General Terms and Conditions.
4. Made the payment within the specified timeframe.
The booking is confirmed only upon receipt of the confirmation email, in accordance with Article 8.
Users must verify receipt of confirmation for all booked services and, in case of discrepancies, contact Customer Service (also referred to as "Visitor Assistance" or "Need Help?").
The descriptions of tourist services/packages listed on the Site specify the included services and any special conditions applicable to them.
Price Components
All prices are expressed in Euros (€) (or another currency, at HIVE’s sole discretion, which will be explicitly indicated) and include VAT where applicable.
For services including accommodation and transportation, prices are calculated per night, not per full day. Rentals are priced based on hourly duration and included services.
Since there are no services within Vatican City State, service searches extend to the surrounding area, specifically Rome.
Prices DO NOT Include (non-exhaustive list)
• Registration fees (if applicable).
• Travel insurance (unless included).
• Entry/exit taxes required by certain countries, payable in cash upon arrival/departure.
• Tourist taxes, resort fees, late check-out/early check-in surcharges.
• Baggage fees, excess baggage charges on transport services.
• Parking fees at airports, ports, and railway stations.
• Visas and administrative fees for entry into certain countries.
• Health-related requirements (vaccinations, medical tests, etc.).
• Meals, beverages, personal expenses, gratuities, optional excursions, and any service not explicitly included.
6. REVISION OF THE TOURIST PACKAGE PRICE
Pursuant to Article 39 of the Tourism Code, the price of the tourist package is determined in the contract, based on the information provided on the Site. After the conclusion of the tourist package contract, prices may be increased—with a maximum cap of 8%—only if expressly provided for in the contract and if it clearly states that the User is entitled to a corresponding price reduction as well as the method of calculating the price adjustment. If the price increase exceeds this percentage, the User may withdraw from the contract without penalty.
The price may be subject to increase or decrease only as a result of changes in:
• Transportation costs, including fuel prices;
• Taxes and fees related to air transport, landing fees, embarkation or disembarkation fees at ports and airports;
• Exchange rates applicable to the relevant package.
In any case, no price increase is allowed within the 20 days preceding departure.
In the event of a price reduction, the organizer has the right to deduct administrative and management expenses from the refund due to the traveler, provided that proof of such expenses is supplied upon the traveler’s request.
7. TRIP DURATION
The duration of services/tourist packages/travel ideas includes:
• The departure day, starting from the scheduled reporting time at the airport/port/train station, if applicable.
• The return day, up to the arrival time at the airport/port/train station.
1. Prices are calculated based on the total number of travelers, the number of rooms, and the number of nights, not full days.
2. For car rentals, the calculation is based on the total rental hours.
3. A "night" is defined as the period during which a room is available (typically from 2:00 PM on the arrival day to 10:00 AM on the departure day; different times may apply depending on specific accommodations or destinations).
4. The first and last day are generally allocated to transportation when included.
5. If, due to airline (or other transport) schedules, the first or last day/night is shortened due to a late-night arrival or an early morning departure, no refund will be issued. The same applies if the stay is extended.
6. No compensation will be granted if the return occurs the day after the originally scheduled date.
7. For charter flights, Users should consider such potential changes and plan accordingly, both personally and professionally.
8. The User must notify HIVE in writing at the time of booking and before receiving the booking confirmation of any special requests, including the need for airport assistance for passengers with reduced mobility, special meal requests on board, or dietary accommodations at the destination. These requests will be subject to specific agreements and feasibility, and their implementation must be expressly confirmed by both the traveler and HIVE.
8. BOOKING ACCEPTANCE
To conclude the contract for the sale of services, the User must:
• Conduct one or more searches, starting from a travel idea or using one of the available search engines, filling in all required fields.
• Search for available tickets for the historical and cultural areas of St. Peter’s Basilica (Dome, Treasury Museum, Necropolis) or book access to St. Peter’s Basilica with a Digital Audioguide.
• Select the preferred options from the available results, which include pricing, and, after registration, complete the booking by entering the names of participants and any additional required details (failure to provide required information may prevent further navigation on the Site).
• Before confirming and proceeding with payment, acknowledge and accept the possibility of price variations that may be indicated at the name-entry stage.
• Check the appropriate boxes, confirming they have read and accepted these General Terms and Conditions, including specific contractual clauses expressly highlighted. Accepting these terms constitutes a definitive booking, which is considered an irrevocable offer, except as provided under Article 23, without prejudice to cancellation and modification rights where applicable.
• Proceed, if required, with payment, by clicking the "Pay" button (or equivalent), either for a non-refundable deposit or for the full balance.
• Complete the full payment within the specified deadline, as indicated in the Summary Page.
• Any errors detected after order confirmation and any correction costs will be fully borne by the User. HIVE is not responsible for manual data entry errors made by the User during the booking process. The User must promptly inform HIVE of any changes to their personal details.
Once the "Pay" button is clicked on the Site, the User's booking request becomes irrevocable. A booking request submitted independently via the Site is considered accepted and confirmed by HIVE when the User receives a booking confirmation for the services, either online or via email.
If the requested services are available, HIVE will send the confirmation within 48 hours of payment receipt.
The User must verify that they have received confirmation for all booked services (including checking the "spam" or "junk" folder). If any anomalies are detected, including partial confirmation of the selected services, the User must contact Customer Service (also referred to as Visitor Assistance or Need Help?) as soon as possible.
"On Demand" or "Upon Request" Services
The User acknowledges and accepts that if the requested services are marked as "on demand" or "upon request" on the Site, due to the dynamic nature of pricing and availability, even within a short time frame, clicking the payment submission button will not trigger the immediate purchase process.
Instead, it will submit a request for follow-up from the HIVE team.
HIVE will then inform the Client via email regarding the availability of the requested services and will provide a confirmation link through which the Client can formally confirm their intent to proceed with the purchase, following the purchase process described above.
9. PAYMENT AND INVOICING
Payments for purchases made on the Site can only be processed through the Site using one of the following methods:
• Credit Card or Prepaid Rechargeable Card belonging to the payment circuits listed on the payment page at the end of the booking process. To proceed with the payment, the User must enter their credit card details, which will be processed in compliance with the provisions of Regulation (EU) 2016/679 and Legislative Decree 196/2003, as amended by Legislative Decree 101/2018. The data will not be collected by HIVE but will be managed directly by the financial institution, which acts as the independent data controller. HIVE only receives a transaction validation from the financial institution.
• PayPal Account;
• Other available payment systems, if listed on the payment page at the end of the booking process.
1. Upon completion of the purchase, a booking confirmation email will be sent to the email address provided by the User when entering traveler details (please also check the "junk mail" or "spam" folder).
2. For services purchased at a non-refundable rate, full payment is required immediately.
3. For services purchased at a refundable rate, payment of the balance is due within the deadline indicated on the Summary Page.
4. If the Summary Page includes both non-refundable and refundable services, or packages, regardless of the number of services purchased, a non-refundable deposit will be charged at the time of booking. The amount and deadline for payment of the balance are always specified during the booking process in the Summary Page.
5. The system will send two payment reminders to the same email address where the booking confirmation was sent:
o First reminder: 48 hours before the payment deadline
o Second reminder: 24 hours before the payment deadline
The deadline for payment is by noon (Italian time) on the indicated date if it is a business day (excluding Saturdays). If it falls on a holiday, the deadline will be by noon (Italian time) on the last preceding business day. Failure to complete payment by the deadline will result in the automatic cancellation of the originally booked services without any right to a refund of the deposit paid.
6. The User is solely responsible for selecting their preferred payment method from those offered on the Site.
7. If the User notices an error in the selected payment method after completing the order, HIVE cannot be held responsible and is not required to issue a full or partial refund.
8. The User guarantees that they are fully authorized to use the selected credit card or other approved payment method and that the chosen payment method has sufficient funds to cover the total cost of the transaction.
9. Splitting a single transaction across multiple payment methods is not permitted. The authorization to charge the User’s selected payment method is irrevocable. The User may not dispute the payment unless it is due to fraudulent use of their card by third parties. Outside of this specific and legally regulated case, if the User disputes a payment, the credit cardholder will be committing fraud against the card issuer.
The right to dispute a payment does not override the exclusion of the right to withdraw from the contract.
Invoicing
The invoice is issued upon request by selecting the appropriate checkbox in the customer data section of the booking form and entering all required invoicing details before proceeding with payment. The invoice will be sent electronically to the User no later than the 15th day of the following month after payment.
• The invoice will be issued to the individual who completed the purchase (i.e., the registered User).
• The name on the invoice cannot be modified after the transaction has been completed.
• The invoice will reflect the total amount of the purchased package, experience, or service, and cannot be split or issued to multiple individuals.
Important: If a charge is processed without a corresponding booking confirmation, the system will display a "booking not confirmed" status, and the User will receive a notification of the charge based on the selected payment method. The User is entitled to a full refund of the charged amount, which will be processed within 15 business days using the same payment method. The Customer Service team (also referred to as Visitor Assistance or Need Help?) will contact the User for any possible alternative solutions.
10. TRAVEL DOCUMENTS
Upon booking confirmation, the User will receive a booking summary via email, including transport schedules (if applicable). These schedules are subject to change, and any modifications communicated to HIVE will be forwarded to the User via email.
Once the full payment has been successfully completed, travel documents (electronic vouchers) can be:
• Independently downloaded from the User’s personal area on the Site for all participants included in the booking, OR
• Emailed to the User’s registered email address as soon as they become available (but not before the payment has been finalized).
The User acknowledges that travel documents are available in their personal area on the Site and must ensure they verify their availability, especially if required for presentation to the service provider.
If the User makes an error when entering their personal details (name, surname, email, phone number, date of birth, identity document, etc.) or those of the other travelers, HIVE disclaims any responsibility for issues arising from the failure or incorrect execution of the trip due to non-receipt of travel documents or refusal of service by providers.
For scheduled, low-cost, or charter flights, as well as other transportation services, travelers are generally required to complete online check-in directly on the respective carriers' websites and print their boarding passes in advance.
For some carriers, this procedure is mandatory before departure. It is the User’s responsibility to carefully read and follow the instructions provided on the official websites of the respective carriers regarding online check-in requirements.
Given the variable nature of transportation regulations, Users are strongly advised to review the transportation terms and conditions of their chosen carrier before departure.
1. ADMINISTRATIVE AND HEALTH FORMALITIES
It is the User’s responsibility to obtain all the necessary and valid travel documents for their journey and to verify any changes in the applicable regulations (e.g., identity card, vaccination certificate, passport, Green Pass, and any other required documents for all countries included in the itinerary, as well as residence, transit visas, and health certificates, if required).
Travel is only permitted if the traveler possesses a valid Identity Card or Passport in good condition, depending on the destination country. Generally, a valid passport is required for destinations outside the European Union. Some countries require that the passport be valid for at least three to six months beyond the return date. Additionally, certain countries may require travelers to present:
• A return ticket or proof of onward travel;
• Sufficient financial means for their stay and repatriation.
Similarly, to obtain an entry visa, some countries require proof of travel assistance/medical repatriation insurance.
The User can verify administrative and/or health requirements directly through official sources:
• Viaggiare Sicuri (Italy's official travel advisory website),
• Countries of transit and stopovers,
• COVID-19 regulations (Green Pass, testing, quarantine requirements),
• Italian State Police website (for Italian citizens),
• World Health Organization,
• European Union Aviation Safety Agency (EASA).
HIVE strongly advises Italian citizens to verify their document requirements with the competent authorities, including:
• Valid ID or passport (including for minors),
• Visas,
• Mandatory or recommended health treatments.
The User must strictly comply with these formalities and ensure that the names and surnames on travel documents (bookings, transport tickets, vouchers) match exactly those on their identity documents, passports, and visas.
HIVE shall not be held liable if the User or any participants booked through the Site are denied boarding, disembarkation, or fined due to failure to meet these obligations.
HIVE shall not bear any costs or consequences arising from the User’s non-compliance with customs or health regulations in the countries visited.
If a service includes visa fees, HIVE shall not be held responsible if the destination country's embassy refuses to issue the visa.
HIVE reminds Users that the destination country’s authorities are the only entities authorized to grant or deny entry. In the event of a visa refusal, it is the User’s responsibility to contact the destination country’s embassy for any appeals or further procedures.
Additionally, before purchasing services, the User is responsible for assessing the socio-political, health, and safety conditions of the destination country through official government sources such as:
• Ministry of Foreign Affairs (Farnesina),
• World Health Organization.
If, at the time of booking, the destination is under a government "travel warning", and the User later decides to cancel the trip, this does not exempt them from any applicable cancellation fees.
The User must comply with:
• Standard safety and prudence regulations,
• Specific local laws and administrative procedures,
• Guidelines from the service provider and tour operator.
12. MINORS
As of June 26, 2012, all Italian minors must travel with an individual travel document.
Minors under 14 years old traveling abroad without a parent or legal guardian must have:
• A declaration of accompaniment, stating the name of the accompanying person, organization, or transport company,
• Written authorization from the parents/legal guardians,
• Validation from the passport authority.
Minors can benefit from the Visa Waiver Program (VWP) only if they hold an individual passport—their inclusion on a parent’s passport is not valid.
If a minor under 14 years old is traveling with their parents (one or both), the accompanying declaration is not required, as their parents' details are included on page 5 of the new 48-page Italian passport (unless legally omitted).
If a guardian or authorized companion (e.g., grandparents) is traveling with the minor, parental authorization is required. The Italian police headquarters (Questura) issues a unified document that must be presented at the border, along with the minor’s valid passport.
HIVE does not accept bookings for unaccompanied minors, regardless of nationality, and disclaims all responsibility if an unaccompanied minor is unknowingly registered for a trip.
Minors traveling with a parent must have authorization for international travel if their surname differs from that of the accompanying parent.
It is the User’s responsibility to verify the necessary minor travel documentation on Viaggiare Sicuri, as some countries have introduced stricter procedures.
HIVE shall not be held liable for any irregularities related to the required documentation.
13. EU AND NON-EU CITIZENS
Both EU and non-EU citizens, whether adults or minors, must contact the competent authorities of their country of residence or destination before proceeding with the booking and purchase of travel services on the Site.
Obtaining updated information about the health, socio-political, and meteorological conditions, as well as required travel documents for the intended destinations, is an essential part of responsible trip planning and a mandatory obligation for all travelers.
The User must possess a valid passport (with a validity period ranging from three to six months beyond the return date, depending on the destination country). It is strongly recommended to verify the validity of travel documents by contacting the competent authorities.
Non-Italian travelers or those with dual nationality, as well as non-EU passengers, must verify the entry requirements and visa regulations at the consulate of their country of residence and destination.
HIVE shall not be held responsible for different legal and entry requirements applicable to travelers holding nationalities other than Italian.
14. SPECIAL REGULATIONS FOR DESTINATIONS OR STOPOVERS
If the journey includes transit or a stay in the United States of America, please note that as of January 12, 2009, obtaining an Electronic System for Travel Authorization (ESTA) is mandatory for traveling to the United States under the Visa Waiver Program (VWP).
This authorization must be obtained before boarding any air or sea transport bound for the United States. Citizens of countries eligible for the Visa Waiver Program can apply for ESTA in advance via the official Electronic System for Travel Authorization (ESTA) website.
To enter the United States without a visa under the Visa Waiver Program (VWP), travelers must hold one of the following passports:
• Electronic passport issued from October 26, 2006, onwards.
• Machine-readable passport issued or renewed before October 26, 2005.
• Digitally photographed passport issued between October 26, 2005, and October 26, 2006.
Additionally, travelers must:
• Travel exclusively for business and/or tourism purposes.
• Stay in the United States for no more than 90 days.
• Possess a return ticket.
As of January 27, 2017, the ability to use the Visa Waiver Program has been restricted for:
• Citizens holding dual nationality, including one from Iran, Iraq, Syria, or Sudan.
• Travelers who have visited any of the above-listed countries since March 1, 2011, except for specific categories of travelers who qualify for exemptions.
General Travel Restrictions for Other Countries
Due to the ongoing global pandemic, many countries have temporarily suspended online visa issuance or introduced specific travel restrictions. Travelers should check the official government websites of their respective destinations for the most up-to-date regulations.
15. TOURIST PACKAGE SALES CONTRACT
The contract for the sale of a tourist package is governed by Legislative Decree No. 62/2018, to which explicit reference is made, along with the conditions set forth by the tour package organizer.
Users can access the tourist package options available on the Site by selecting two or more services through the search engines available under the names:
• "Flight + Hotel",
• "Fly & Drive",
• "Multi-Destination".
HIVE may freely modify the commercial names of search engines available on the Site. However, the technical functionality of service composition remains unchanged.
As of October 2024, the commercial names used in the Italian and English versions of the Site are as follows:
Tour fai da te DIY Tour
Trasporto + soggiorno Transport + Accommodation
Alloggi Accommodation
Basilica di San Pietro Basilica of Saint Peter: Experiences
Trasporti Transport: Flights & Trains
Noleggi Auto Rent a Car
Trasferimenti Transfers
Additionally, specific services related to St. Peter’s Basilica are listed as follows:
La Basilica Booking for access to St. Peter’s Basilica + Digital Audioguide
La Cupola Ticket for access to the Dome of St. Peter’s Basilica (with or without elevator) + Booking for access to St. Peter’s Basilica (90 minutes before Dome entry) + Digital Audioguide for St. Peter’s Basilica
Il Museo del Tesoro Ticket for access to the Treasury Museum of St. Peter’s Basilica + Booking for access to St. Peter’s Basilica (90 minutes before Museum entry) + Digital Audioguide for St. Peter’s Basilica
La Necropoli Ticket for access to the Necropolis (guided group visit provided by St. Peter’s Basilica) + Booking for access to St. Peter’s Basilica (90 minutes before Necropolis entry) + Digital Audioguide for St. Peter’s Basilica
The Customer Service team (also referred to as Visitor Assistance or Need Help?) is available for clarifications and further information in case of doubts regarding the correspondence between the commercial names of the search engines on the e-commerce platform and their functionality as booking engines.
Users may only utilize the search engines that are published on the Site at the time of service availability verification and pricing inquiries.
HIVE reserves the right to activate or remove search engines according to its commercial policies, while ensuring that any commitments and bookings already confirmed by the User remain valid.
16. HOSPITALITY CONTRACTS
The official classification of hotels and other accommodation facilities is provided solely based on the formal classification standards established by the competent authorities in the country where the service is provided.
In cases where no official classification exists, as recognized by the competent public authorities of the relevant EU member states, or if a facility is marketed as a "Tourist Village", the organizer/supplier/service provider reserves the right to provide a descriptive evaluation in catalogs or brochures, allowing the User to assess and accept the accommodation.
In addition to the facility category, HIVE recommends that the User consult the popularity index and customer reviews, where available.
HIVE reserves the right to substitute the originally booked accommodation facility with an alternative of the same category and service level, in cases of force majeure. This is an exceptional circumstance, and the User will be informed as soon as HIVE becomes aware of the change or as soon as the service provider communicates this change directly to HIVE.
Accommodation Types
The User must carefully select the rooms based on the desired type and number of beds.
Single Rooms
• Contain one single bed.
• Limited availability and subject to an additional charge.
• Often smaller, less comfortable, and in less favorable locations within the accommodation, especially on cruise ships, where they are frequently located near engine rooms.
• In some countries and accommodations, single rooms do not exist, and double rooms for single use may be assigned instead. These may include:
o Two Queen-size beds (one and a half width).
o One Queen-size or King-size bed (double width).
Double Rooms
• Typically have two single beds but may also have:
o One matrimonial bed.
o A Grand Lit (French-style double bed).
o In some countries, double rooms contain two Queen-size beds or one King-size bed.
Triple Rooms
• Usually consist of a double room with an additional temporary bed.
• The third bed may be smaller than standard-size beds.
Quadruple Rooms
• Usually consist of a double room with two additional temporary beds.
• The third and fourth beds may be smaller than standard-size beds.
• For two adults and two children, if four people cannot be accommodated in one room, two adjacent or connecting double rooms will be requested (subject to availability), with the adult rate applied unless otherwise stated.
Family Rooms
• Some triple and quadruple rooms contain three or four standard-size beds and do not qualify for price reductions.
• Suitable for families of up to four people.
Cabins (Cruise Ships)
• Smaller than hotel rooms of the same star rating.
• Generally less spacious and comfortable than local hotels.
Maximum Room Occupancy
• In hotels, the maximum number of occupants per room may be higher than the number of available beds.
Meal Plans
The meal plan depends on the option selected by the User, chosen from the available options:
• All-Inclusive
o Includes overnight stay, breakfast, lunch, and dinner.
o Includes drinks during meals (e.g., mineral water, fruit juices, soft drinks, local wines, and liquors), usually available from 10:00 AM to 10:00 PM.
o Some alcoholic beverages may not be included and will be charged separately.
• Full Board
o Includes overnight stay, breakfast, lunch, and dinner.
o Drinks are excluded.
• Half Board
o Includes overnight stay, breakfast, and either lunch or dinner.
o Drinks are excluded.
o Note: Unless explicitly stated otherwise, drinks are not included in full board or half board options.
• Room Only (Only Bed)
o Does not include any meals.
If the accommodation does not provide potable water, the User must purchase bottled water at their own expense.
Local Activities and Services
• Some activities available at the destination may involve risks, especially for children.
• HIVE assumes no liability for accidents or injuries caused by:
o The User,
o Third parties,
o Unforeseeable circumstances,
o Force majeure events.
Any excursions, services, or experiences purchased on-site and not included in the tourist package or pre-booked services are not part of HIVE's contractual obligations as an organizer or intermediary.
HIVE is not responsible for activities that:
• Are canceled by the service provider due to weather conditions, force majeure, low-season closures, or insufficient participants.
• Are reduced or suspended based on the season or occupancy levels.
Before making a booking, the User must verify local events (e.g., carnivals, religious festivals, national holidays, fairs) that may affect travel or limit booked services.
HIVE strongly advises parents traveling with infants to bring all necessary food and supplies, as some baby food products may not be available at the destination.
Some accommodations may charge additional fees for:
• Heating baby food and bottles.
• Providing a crib (to be requested at the time of booking).
• These fees must be paid directly to the accommodation and are not guaranteed by HIVE.
17. TRANSPORTATION CONTRACTS
For transport-related complaints, the User must refer directly to the terms and conditions of the carrier, following the complaint procedure on the carrier’s official website.
Applicable Transportation Regulations
• Rail Transport:
o Berne Convention (May 9, 1980) – COTIF 1980
o Vilnius Protocol (December 20, 1990) – COTIF 1999
o Regulation (EU) 2021/782 on passengers' rights in rail transport
o Article 1680 of the Italian Civil Code
• Maritime Transport:
o Regulation (EU) 1177/2010 on passenger rights in sea and inland waterway transport
o Italian Navigation Code
• Bus Transport:
o Regulation (EU) No. 181/2011 on passenger rights in bus transport
• Air Transport:
o Airline conditions of carriage
o Regulation (EU) 261/2004 on passenger compensation and assistance
o Montreal and Warsaw Conventions
HIVE acts solely as an intermediary between the User and the airline. Flight schedules, stopovers, aircraft changes, and cancellations are the sole responsibility of the airline.
Baggage regulations vary by airline. If an excess weight fee applies, it must be paid directly to the airline at check-in.
HIVE is not liable for:
• Flight schedule changes or cancellations.
• Delays due to weather, air traffic control, or other force majeure events.
• Missed connections between flights organized by the User.
• Refusal of boarding due to non-compliance with administrative or health requirements.
Pregnant passengers should verify airline policies regarding travel restrictions based on gestational stage before booking.
It is strongly recommended that medications be carried in hand luggage rather than checked baggage, as temperature variations in cargo holds may alter their effectiveness.
In certain countries, prescription medications may be highly regulated. Travelers should carry a medical certificate (in English) confirming the necessity of their treatment.
18. CAR RENTAL CONTRACT
Car rental services available on the Site are provided through third-party suppliers.
The User may independently search for rental options using the "Car Rental" search engine by entering the required information, including age, if outside the 30-65 age range, and selecting a preferred vehicle from the available options.
HIVE recommends that the User carefully review the terms and conditions set by each car rental company by clicking on the "View Details" option within the search results.
Car Rental Pricing Factors
The final rental price may vary based on:
• Rental period.
• Pickup and drop-off locations.
• Car category/type.
• Rental duration in hours.
• Driver's age.
• Selected fuel policy.
• Insurance deductible (franchise) policies.
The total price may include additional charges payable on-site, such as:
• Drop-off at a different location.
• Additional equipment (e.g., child seat, GPS, snow tires, additional driver, etc.).
Regardless of the rental type chosen, HIVE strongly advises the User to select the "Franchise Reimbursement Product" (available in the "Summary" page) to obtain a reimbursement for deductible charges applied by the car rental provider upon vehicle return.
Age Restrictions and Payment Requirements
• Drivers under 25 years old or over 65 years old may face restrictions or additional charges, which will be specified in the rental terms and payable either at the time of booking or on-site, depending on the rental provider.
• The primary driver (rental contract holder) must present:
1. A valid driver's license issued in their country of residence (original document).
2. A valid identification document (passport or ID card).
3. A physical credit card with embossed numbers, having a sufficient credit limit to cover the security deposit and any on-site charges.
4. In some countries, an International Driving Permit (IDP) may be required, according to the Vienna 1968 or Geneva 1949 Conventions.
• Alternative payment methods are rarely accepted, unless explicitly stated in the rental conditions.
Exclusions from Rental Packages
• Tolls, fines, and uncovered damages are not included in any rental package.
19. OTHER TYPES OF CONTRACTS
All other services available for purchase on the Site are provided through third-party suppliers, including:
• Entrance tickets to historical and cultural sites (e.g., St. Peter’s Basilica).
• Basilica access reservation with digital audioguide.
• Transfers, activities, and entrance tickets to tourist attractions or sports events.
Service Conditions and Limitations
Before making a purchase, HIVE strongly recommends that the User carefully review:
• Service descriptions.
• Terms of execution.
• Available options, which may affect the final price.
• Age, weight, or height restrictions, if applicable.
• Minimum participant requirements for certain activities.
If an activity does not reach the minimum required number of participants, the service provider reserves the right to notify the User or HIVE, who will then inform the User. In some cases, the provider may not offer an alternative date or activity.
Additionally, ticket prices may differ from their nominal face value.
BASILICA SERVICES
Users who book entry to St. Peter’s Basilica with a digital audioguide can select their preferred date and time of entry. The audioguide allows visitors to follow thematic routes featuring historical, cultural, and artistic content.
Digital Audioguide Details
• The audioguide is a web-based application (web app) that provides audio tracks in multiple languages organized by thematic routes.
• The User receives a confirmation voucher with essential usage instructions.
• 24 to 14 hours before the scheduled visit, the User will receive a link and/or QR code via email, allowing access to the audioguide through their personal smartphone or tablet.
• Additional QR codes will be sent for each individual included in the booking.
• The web app can be downloaded (recommended to avoid connectivity issues on-site) or accessed directly via an internet connection (GSM or Wi-Fi).
• Each QR code is unique and personal, valid for 48 hours from the moment it is sent via email.
• Users must use their own mobile devices and headphones (wired or wireless) for a respectful and individual listening experience.
• If the User does not receive the email on time, they may contact Customer Service to request a new access link (proof of booking confirmation is required).
Basilica Access Restrictions Due to the Jubilee
Due to liturgical celebrations during the Jubilee Year, entry to St. Peter’s Basilica may be canceled with less than 24 hours' notice. In such cases, the full cost will be refunded.
TRANSFER SERVICES
The User can search for transfer services through the dedicated search engine (if available) or as an additional option during booking.
TICKET PURCHASES
• Tickets for historical sites, including St. Peter’s Basilica attractions (Dome, Necropolis, Treasury Museum) are subject to the terms and conditions specified in the product description on the Site and voucher.
• Tickets are non-refundable and non-cancellable.
• Users must carefully check entry times, security checks, and dress code requirements.
• Tickets are valid only for the booked time slot.
Special Ticket Policies
• Reduced tickets (children, seniors, etc.), if available, are shown during the booking process.
• The Site does not process free entry, discounts, or special reductions for clergy, religious groups, students, seminarians, or disabled visitors.
• For such categories, visitors must contact the St. Peter’s Basilica ticket office or email visiteguidate@fsp.va.
Jubilee-Related Cancellations
Due to Jubilee celebrations, access to St. Peter’s Basilica and related areas (Dome, Necropolis, Treasury Museum) may be canceled within 24 hours of the scheduled visit.
Users who purchased tickets for these sites should regularly check their email (including spam folders) for cancellation notifications. In such cases, a full refund will be issued.
20. LIABILITY
HIVE carefully selects its suppliers but is not responsible for:
• Failure or improper execution of a package/service due to:
o User negligence.
o Force majeure or unforeseeable circumstances.
o Third parties unrelated to the contracted services.
HIVE's liability is strictly limited to services purchased directly through HIVE, excluding services booked through third parties.
For tourist packages, the organizer is liable for any damages resulting from partial or total failure to provide contracted services, whether performed directly or through third-party providers, unless:
• The User's own actions caused the issue.
• External circumstances unrelated to the contracted services.
• Unforeseeable events or force majeure.
HIVE’s Role as an Intermediary
• If HIVE acts as an intermediary, it is not responsible for the tour package organization.
• HIVE's liability is limited to its role as an intermediary and the proper execution of its contractual obligations.
• HIVE ensures compliance with legal protection and guarantee obligations, in accordance with Article 47 of the Italian Tourism Code.
Compensation and Legal Framework
• Compensation for damages resulting from non-performance of the tourist package contract is regulated by Articles 43–46 of the Italian Tourism Code.
• Statutory limitation periods apply as per the Italian Civil Code and international conventions.
21. CANCELLATION AND BOOKING MODIFICATION
Any cancellation or modification request for a confirmed booking made through the Site must be submitted directly by the User via the Site by accessing their booking, clicking on the "Modify" option, and selecting the desired action, including cancellation. Alternatively, requests may be made by contacting Customer Service (also referred to as Visitor Assistance or Need Help?) during working days and hours, which can be found on the Site.
All requests will be processed within HIVE’s working hours, and submission of a request does not imply automatic approval by the service provider or any modification without additional charges.
It is explicitly stated that modification or cancellation is not allowed for:
• Access reservations to St. Peter’s Basilica.
• Guided tours of St. Peter’s Basilica.
• Entrance tickets to historical and cultural sites managed by the Fabbrica di San Pietro (including the Dome, Necropolis, Treasury Museum, Terraces, and Grottos).
• Any type of digital audioguide.
These services are non-refundable and non-modifiable. In case of cancellation, modification, or no-show, the User will forfeit the full amount paid.
Requests for destination changes, accommodation changes, or transport modifications are treated as cancellations, requiring a new booking. The User must follow the cancellation procedure accordingly.
For services booked with a non-refundable/non-modifiable rate, the full amount will always be forfeited in case of cancellation or modification.
If certain travelers withdraw from a booking, the remaining participants may be required to cover the full cost of the trip.
For modification requests, HIVE will verify availability with the service provider(s) and provide the User with a quote once all necessary details are obtained. Submitting a modification request does not guarantee its acceptance.
All requests must be explicitly confirmed by HIVE. If the User does not receive confirmation within seven (7) days from the modification request or before the departure/service start date, the original booking remains unchanged.
For cancellations, the applicable penalties (calculated in real-time according to each service's cancellation policy or the tour operator’s terms) are available in the booking summary, accessible to the User at any time via the Site.
• Booking fees and insurance premiums are non-refundable.
• Any external costs already incurred by the User before the cancellation date (e.g., visa fees, vaccination costs, ancillary services booked separately) are not refundable by HIVE.
If the service provider or HIVE notifies the User of an unavailability or modification of a booked service, the User may contact Customer Service during working hours or reach out to the Emergency Service outside working hours.
A User-initiated cancellation does not exempt them from paying penalties.
Any interrupted stay or unused service due to a late arrival or no-show (e.g., missing a flight, train, or check-in at a hotel) will not be refunded.
22. NAME CHANGE REQUEST
The User may transfer a tour package contract to another person who meets all service conditions, except for:
• Regular or low-cost airline tickets.
• Transport bookings including ships or trains.
To transfer a package booking, the User must notify the Tour Operator by emailing help@basilicasanpietro.va at least seven (7) days before the start of the package.
Conditions of Name Transfer
• The original traveler ("assignor") and the new traveler ("assignee") are jointly liable for any fees, taxes, and administrative charges incurred due to the name transfer.
• Name changes are not permitted for:
o Access reservations to St. Peter’s Basilica.
o Guided tours of St. Peter’s Basilica.
o Entrance tickets to the Dome, Necropolis, Treasury Museum, Terraces, and Grottos.
o Any type of digital audioguide.
For these services, in case of cancellation, modification, or name change, the User will forfeit the full amount paid.
Modification Requests and Fees
• Submitting a modification request does not guarantee approval.
• The first modification request is free of charge.
• Any additional modification requests will incur a minimum administrative fee of €25 per request.
The following modifications (after the first request) are subject to a €25 fee:
1. Name changes for accommodation-only bookings (up to seven (7) working days before the start date).
2. Room type changes due to name modifications, subject to availability and payment of any price difference.
3. Name changes for charter flights, if requested at least seven (7) working days before departure.
Restrictions on Name Changes
• Name changes are not permitted for bookings including regular or low-cost flights, ship, or train tickets, unless penalties imposed by the respective transport provider are paid (see the carrier’s general terms and conditions).
• Date changes are never considered simple modifications but are treated as cancellations, subject to the conditions outlined in Article 22 of these General Terms and Conditions.
• Reducing the number of travelers in a booking is also considered a cancellation and follows the rules of Article 22.
23. RIGHT OF WITHDRAWAL
Pursuant to Article 59, paragraph 1, letter n) of Legislative Decree 206/2005 (Consumer Code), the right of withdrawal for distance contracts does not apply to contracts concerning the provision of tourist services. This includes, but is not limited to, transport, accommodation, car rental, catering, and leisure activities, where the contract specifies a particular date or period of execution.
As a result, the User acknowledges and accepts that once a booking for a service has been confirmed through the Site, they will not have the right to withdraw from the purchase.
Any request for modification or cancellation of the booking can only be handled within the limits and in accordance with the terms set by the respective service provider, as specified in the conditions applicable to each individual service.
WITHDRAWAL FROM A TOUR PACKAGE CONTRACT
If, before the commencement of the tour package, the tour operator is forced to significantly modify one or more key features of the tourist services as outlined in Article 34, paragraph 1, letter a) of the Tourism Code, or fails to fulfill specific requests under Article 36, paragraph 5, letter a), or proposes an increase in the package price exceeding 8%, the User, within a reasonable period specified by the tour operator, may:
a) Accept the proposed modification; or
b) Withdraw from the contract without paying penalties.
In this case, the refund must be issued within 14 days from the withdrawal date.
If unavoidable and extraordinary circumstances occur at the travel destination or in its immediate surroundings, which substantially impact the execution of the package or passenger transportation to the destination (e.g., earthquakes, natural disasters, terrorist acts), the User has the right to withdraw from the contract before the start of the package without incurring cancellation fees, and will receive a full refund of payments made for the package, but is not entitled to additional compensation.
Cancellations for reasons other than these extraordinary circumstances, including the User’s inability to travel, do not justify a penalty-free withdrawal as provided by law.
For transport services, reference is made to the general conditions applicable to the purchased services.
If the User decides to withdraw from the package contract at any time before departure, outside the circumstances mentioned above, they must reimburse the tour operator for reasonable and justifiable expenses incurred, which the operator shall justify upon request.
The cancellation fee corresponds to the package price, reduced by any cost savings and revenue from the resale of tourist services.
The package contract may stipulate standard withdrawal fees based on the timing of contract termination. However, transportation services and museum entrance tickets are non-refundable, and reference should be made to the general conditions of the purchased services within the tour package.
For Experiences, the User will be entitled to a refund of the Experience cost, minus a 30% deduction to cover the organizer’s administrative and cancellation expenses, provided that withdrawal is communicated at least 10 days before the departure date.
Any additional conditions applicable at the time of booking will be communicated to the User before the purchase is finalized.
WITHDRAWAL BY THE TOUR OPERATOR
The tour operator may withdraw from the tour package contract and offer the User a full refund of payments made, without any additional compensation, under the following circumstances:
a) The minimum number of participants required for the package is not met, and the tour operator notifies the User within the time frame specified in the contract, and in any case, no later than:
• 30 days before the start of Tours and HIVE Experiences;
• 10 days before the start of any other tourist package/service.
b) The tour operator is unable to fulfill the contract due to unavoidable and extraordinary circumstances and notifies the User without undue delay before the start of the package.
In such cases, the operator will issue refunds within 14 days from the withdrawal date, after deducting applicable expenses.
All contracts functionally linked to third-party providers will be automatically terminated in case of cancellation due to the reasons stated above.
INDIVIDUAL SERVICES
For individual tourist services, the User acknowledges that each supplier’s tariffs, including those for transport, car rentals, and accommodations, are subject to specific conditions.
Generally, issued tickets and reservations are non-refundable and non-modifiable.
ST. PETER'S BASILICA
Regarding reservations for access to St. Peter’s Basilica, guided tours, or entrance tickets to historical and cultural sites managed by the Fabbrica di San Pietro (including the Dome, Necropolis, Treasury Museum, Terraces, and Grottos), these services are non-refundable and non-modifiable.
In case of cancellation, modification, or no-show, the User will forfeit the full amount paid.
Due to the unique nature of St. Peter’s Basilica as a place of worship and cultural heritage, located within Vatican City, all reservations for access to the Basilica, guided tours, entrance tickets, and associated digital audioguides may be canceled due to specific religious or state-related requirements.
If such cancellations occur, Users will be notified by email at least 24 hours in advance, and the corresponding vouchers will be voided.
A full refund will be processed within 30 days from the notification date.
However, no date changes will be permitted. The User must rebook at their own expense based on current availability and pricing on the platform.
For entrance tickets to historical and cultural areas of St. Peter’s Basilica, no name modifications will be allowed after purchase.
24. MODIFICATION OR CANCELLATION OF THE PACKAGE BEFORE DEPARTURE
The tour package organizer reserves the right to unilaterally modify the contract terms, excluding the price, for minor changes in accordance with Article 39 of the Tourism Code. Any such modification will be communicated to the User clearly and precisely via a durable medium, such as email.
If, before the package begins, the organizer is forced to significantly modify one or more main features of the tourist services pursuant to Article 34, paragraph 1, letter a) of the Tourism Code, or is unable to fulfill specific requests under Article 36, paragraph 5, letter a), or proposes a price increase exceeding 8% as per Article 39, paragraph 3, the User may, within a reasonable period specified by the organizer:
a) Accept the proposed modification; or
b) Withdraw from the contract without incurring penalties.
In the event of withdrawal, the organizer may offer the User a substitute package of equivalent or superior quality. The organizer must inform the User without undue delay, in a clear and precise manner, via a durable medium, about:
• The proposed changes and their impact on the package price;
• The consequences of the User's failure to respond, as well as the details and cost of any substitute package.
The User must notify the organizer of their decision within two business days from receiving the modification notice.
If the contract modifications or substitute package result in a package of lower quality or cost, the User is entitled to an appropriate price reduction.
If the User withdraws from the tour package contract due to a price increase exceeding 8% or significant modifications, and does not accept a substitute package, the organizer must fully refund all payments made by or on behalf of the User within 14 days of withdrawal.
However, compensation for non-performance of the contract will not be provided in the following cases:
a) No compensation is due if the package is canceled due to failure to meet the minimum required number of participants;
b) No compensation is due if the organizer proves that the non-conformity is due to force majeure or unforeseeable circumstances;
c) No compensation is due if the organizer proves that the non-conformity is attributable to the User or a third party unrelated to the provision of the tourist services included in the contract, and it was unpredictable or unavoidable.
25. ASSISTANCE
HIVE provides assistance through its Customer Service (also referred to as Visitor Assistance or Need Help?) in Italian and English, to registered Users and visitors during the business days and hours specified on the Site.
A dedicated emergency contact number or supplier contact information is provided to Users for assistance outside HIVE's business hours, in case of urgent issues related to confirmed services or packages.
26. COMPLAINTS
Any complaint regarding the non-performance or improper execution of the contract must be reported by the User within 24 hours from the commencement of the service provision, in compliance with the good faith and fair dealing obligations set forth in Articles 1175 and 1375 of the Civil Code.
Complaints must be sent via email to complaint@basilicasanpietro.va, allowing the organizer or service provider to promptly address the issue, unless resolution is impossible or incurs disproportionate costs considering the importance of the non-conformity and the value of the affected travel services.
Contracts that involve the provision of individual services—such as transport, accommodation, or any other standalone tourist service—do not qualify as a travel package and are not subject to the protections provided by the Tourism Code. In these cases, the contractual terms of the respective service provider will apply.
AIR TRANSPORT-RELATED CLAIMS
For disruptions related to flights, including lost or damaged baggage, the User must first contact the airline by reporting the issue before leaving the airport. The User must then file a formal claim with the airline, providing original copies of the following documents:
• Travel ticket
• Lost baggage declaration
• Baggage registration receipt
If the User has purchased insurance coverage for baggage loss or flight delays, they must file a claim with the insurance company within the time limits specified in the insurance contract.
The insurance company will only process claims that include all required supporting documents as outlined in the policy.
For dispute resolution, the parties may file a complaint online via the following platform:
(https://www.camera-arbitrale.it/it/mediazione/mediazione-civile-e-commerciale-d-lgs-28-2010.php?id=372).
27. INSURANCE
Unless explicitly included in the price, it is possible and strongly recommended to purchase special insurance policies at the time of booking. These policies cover cancellation fees (which are always applicable except for specific exceptions provided by the Tourism Code) as well as expenses resulting from accidents and/or illnesses, including repatriation costs, loss, and/or damage to luggage.
HIVE strongly advises Users to purchase travel insurance.
If a travel insurance policy is purchased through the Site, the contract is concluded directly with the Insurance Company, whose terms and conditions will apply. HIVE acts solely as an intermediary in this process.
28. APPLICABLE LAW AND JURISDICTION
These General Terms and Conditions, as well as the relationship between the User and HIVE, are governed by Italian law, including the Tourism Code and Legislative Decree No. 206 of September 6, 2005 (Consumer Code), in regard to distance contracts.
These Terms and Conditions are drafted in Italian, which shall be the reference language in the event of any discrepancy in translations into other languages. Contracts concluded on the HIVE Site shall be deemed entered into in Italy and governed by Italian law, without prejudice to any additional rights granted to Consumers by mandatory legal provisions.
For any dispute related to these terms and conditions, the competent court shall be that of the district of the Milan Court of Appeal, without prejudice to the Consumer's rights under mandatory provisions.
For non-EU Users, any contract concluded between the User and HIVE through the Site, as well as any related legal relationships, shall be governed by the laws of the Italian Republic.
By mutual agreement, the parties expressly agree that any dispute arising in any way related to the contract—including its interpretation, execution, validity, or effectiveness—shall be subject to the exclusive jurisdiction of the Italian courts, with the Milan Court having exclusive territorial jurisdiction. This expressly waives any other jurisdiction or competing court.
The User expressly acknowledges and agrees that access to the Site from countries other than Italy and Vatican City is considered unsolicited and unintentional. The Company assumes no liability for access by foreign users or for compliance with the legal requirements of their respective countries of residence.
Pursuant to Regulation (EC) No. 593/2008 (Rome I Regulation), the application of any foreign law is excluded to the extent permitted by Italian law.
29. MANDATORY NOTICE UNDER ARTICLE 17 OF LAW NO. 38/2006
Pursuant to Article 17 of Law No. 38/2006, Italian law punishes with imprisonment crimes related to child prostitution and child pornography, even if committed abroad.
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