Terms and Conditions

Here is some information about our terms and conditions that you will find in our Tour Agreement/Contract. The terms and conditions outlined here apply to most tours offered by CUSTOMWALKS ITALIA SRL (CWI), an Italian limited liability licensed tour operator. Exceptions exist for boat-based tours, which require a more substantial non-refundable deposit due to the necessity of securing a chartered boat.

Our mantra is "Do the right thing" so we have tried to create terms and conditions that are reasonable and acceptable to all. Please do not hesitate to contact us if you have any suggestions, questions, or concerns. We are always open to a reasonable discussion.

DEPOSIT: We request a €300 Euro per person non-refundable deposit to reserve your place on a regular tour. If you are requesting a private tour, the non-refundable deposit will be more than €300 Euro per person.

FINAL PAYMENT is requested 90 days before departure.

PAYMENT can be made by international bank transfer to our Euro account in Italy, or by credit card through our secure online portal hosted by NEXI. If you pay by bank transfer, we ask that you pay for all the bank fees. If you elect to pay by credit card we add a 2% fee to offset the credit card fees associated with your payment by credit card for the deposit. A 4.5% fee will be added to the final payment to cover the credit card fees we are charged should you pay by credit card instead of bank transfer. Your card will be charged € Euro. Your card will be debited at your home currency's prevailing foreign exchange rate. Should you receive a refund from us, for whatever reason, the refund will be made in € Euro, and your card will be credited to your home currency at the prevailing foreign exchange rate. We are not responsible for any discrepancy resulting from the change in exchange rates.

Tour cancellation by the client: If you decide to cancel your tour, the following fees apply when we receive written notice of your cancellation.

More than 90 days before departure: loss of deposit,

Between 89 and 60 days before departure: 33% of the tour price per person

Between 59 and 31 days before departure: 50% of the tour price per person

Between 30 and 0 days before departure: 100% of the tour price per person.

After the tour commencement: no refund is available.

Cancellation resulting from Force Majeure: If you have booked a tour that is canceled due to Force Majeure, you will receive a credit of 100% of the monies paid to use towards an alternative tour with a departure date in the current or next calendar year. This travel credit will be automatically applied to your booking.

Our tours are guaranteed to depart once they have a minimum group size booked (usually four people, sometimes even for just two people). CWI reserves the right to cancel any tour for any reason, but will rarely cancel a tour less than 90 days before departure except for Force Majeure, unusual or unforeseen circumstances outside our control. We may cancel a tour at any time prior to departure if, due to terrorism, natural disasters, political instability, or other external events, it is impossible for us to operate the planned itinerary.

When a tour is canceled by CWI before the agreed date of departure for any reason other than Force Majeure or the fault of the Client, the Client can either:

1. Take a substitute tour if CWI is able and willing to offer such a substitute. If the tour is more expensive than the original tour, then the Client will pay the difference; if the tour is less expensive than the original, CWI will refund the difference, or
2. Receive a full refund of all monies paid under the contract as soon as possible.

CWI is not responsible for any incidental expenses or consequential losses that the Client may have incurred as a result of the booking, such as visas, vaccinations, non-refundable flights or rail, non-refundable car parking or other fees, loss of earnings, or loss of enjoyment, etc.

GUARANTEED DEPARTURES AND SMALL GROUP POLICY:  Our policy varies according to the type of tour, so please see the "Guaranteed Departures" tab for specific details.