General terms and conditions of the sales contract
Contents
1) LEGISLATIVE SOURCES, 2) DEFINITIONS, 3) GENERAL CLAUSES, 4) BOOKINGS, 5) PAYMENT TERMS, 6) CUSTOMER WITHDRAWALS, 7) BOOKING MODIFICATIONS, 8) NO-SHOWS, 9) CUSTOMER AND GUEST OBLIGATIONS, 10) TAXES AND CHARGES, 11) COMPLAINTS, 12) VIDEO- AND PHOTOSHOOTS
1) LEGISLATIVE SOURCES
The sale of accommodation services, including services provided both inside and outside Italy, is governed, in addition to these general terms and conditions, by the regulations in force on the matter, and in particular by the so-called Italian Tourism Code (Legislative Decree no. 79/2011), as well as by the specific conditions applicable at the time.
2) DEFINITIONS
For the purposes of this contract, the following definitions shall apply:
A. Human Company Group: the entity that provides accommodation services for a fee; the complete list of entities referred to for each Site is published at the bottom of these terms and conditions (hereinafter referred to as Human Company);
B. Site: the accommodation site at which the Consumer will be hosted in exchange for payment of the price;
C. Customer: the buyer; any person who purchases the service;
D. Guest: the person who benefits from the services purchased by the Customer;
E. Price: the cost of accommodation at the Site and related services purchased on this portal and in a single purchase, excluding taxes that cannot be collected at the time of purchase.
3) GENERAL CLAUSES
By confirming the quote, the Customer accepts Human Company's booking conditions, as well as the stay rates in force at the time of booking, and undertakes to scrupulously respect the regulations of their chosen accommodation Site. Human Company has the right to terminate the booking contract if the undersigned, their family members or guests do not comply with the regulations in force. The images used for the product and service descriptions are purely indicative and for illustrative purposes only. Any special initiatives (special offers, last-minute deals, etc.) in force at the time of booking arise from renegotiations of services with suppliers, and cannot be applied retroactively, as they are subject to limited availability.
4) BOOKINGS
Booking requests must be made using the appropriate contractual form, possibly in electronic format, duly completed in all its parts and signed by the Customer, to whom a copy will be sent. The booking is only considered accepted, resulting in the conclusion of the contract, when Human Company sends the relevant confirmation to the Customer, including via the electronic system, and after the former has received payment of the deposit. For the purchase of multiple stays, the Customer must complete and sign separate contractual forms for each booking.
5) PAYMENT TERMS
• Standard option
STANDARD rate: At the time of booking, or of the binding request, a credit or prepaid card will be required as a guarantee, and the total amount of the booking must be paid upon arrival at the Site (in cash, within the limits of the law, or by credit/debit card). Whenever Human Company requests credit/prepaid card details during the booking phase, the Customer, by providing such details, expressly authorises Human Company to use them to charge the sums due for the booked service, where applicable.
In the event that the contract signed by the Customer provides for penalties – for example, for cancellations outside the time limit or no-shows – the relevant amount will be charged to the credit/prepaid card provided by the Customer at the time when such penalties become enforceable in the event of non-fulfilment. No amount will be charged if the Customer regularly fulfils their contractual obligations. The amounts charged or pre-authorised will be refunded in full as soon as the conditions for the application of the penalty no longer exist. The times for the actual refund of the sums to the Customer's card may vary based on the bank or credit provider and are not within Human Company's control.
• Non-refundable option
NON-REFUNDABLE rate: Payment of the entire amount due must be made at the time of booking or the binding request to purchase the services. In the absence of such payment, the booking cannot be accepted under any circumstances. The booking cannot be modified, cancelled or transferred to third parties. In case of modification, cancellation or transfer to third parties, a penalty equal to 100% of the amount paid will be applied. Additionally, no insurance coverage is provided.
• Flexible option
FLEXIBLE rate: Payment of the entire Price must be made by 00:00 on the first day indicated in the booking, and can also be made at the Site.
At the time of booking, the Customer is required to provide the details of a credit or debit card, thereby authorising Human Company to charge said card for the Price due or any penalties if the payment or cancellation terms are not respected. No amount will be charged before the deadlines established in these terms have elapsed. In the event of a "non-refundable" booking, the full amount will be charged immediately, unless payment is made by other means.
If penalties are applicable, the relevant amount may be subject to pre-authorisation on the card provided, starting from the moment said penalties become payable. In case of regular fulfilment, no amount will be charged and any pre-authorised sums will be released, according to the timescales of the card network.
6) CUSTOMER WITHDRAWALS
In the event that the Customer decides to cancel the booking and withdraw from the contract with Human Company, penalties may be applied, the amounts of which are indicated below. By concluding the contract and purchasing the related services, the Customer undertakes to pay these sums, thereby recognising them as fair. Once payment for the booking has been made, even in part, the right of withdrawal will no longer apply, as the purchase of the services is considered final and binding. As a result, the Customer will not have the ability to cancel the booking and obtain a refund, except as specified in the contractual conditions regarding changes or cancellations. The withdrawal methods and the related penalties depend on the type of rate chosen (standard, non-refundable or flexible), as detailed below. Furthermore, once the Guest has checked in, there can be no refund for an unused stay.
Standard and Flexible options
If the Customer communicates their intention to withdraw from the contract up to 24 hours before 00:00 on the first day indicated in the booking, no penalty will be charged. In the event that the withdrawal occurs after this deadline, they will be charged a penalty equal to the cost of the first night's stay at the Site, and the booking will be considered definitively cancelled.
Non-refundable option
In the event that the Customer withdraws, including on a partial basis, at any time after signing the contract, they will be charged a penalty equal to 100% of the total Price of the booking.
7) BOOKING MODIFICATIONS
Modification requests for confirmed bookings are not binding on Human Company if they cannot be fulfilled. Any modification requested by the Customer may result in the payment of an additional amount, determined according to the type of change requested.
The reduction in the number of guests or services related to a single booking is considered a partial withdrawal and is subject to the provisions of these General Terms and Conditions.
If Human Company makes a significant change to the service or an essential element thereof, the Customer must communicate their acceptance or refusal within two working days of receipt of the relevant communication. In case of refusal, the Customer may alternatively:
(i) obtain a refund of the sums already paid;
(ii) enjoy a service of equivalent or higher quality at no extra cost;
(iii) take advantage of a lower-quality service, with a refund of the price difference.
8) NO SHOWS – Failure by the Customer to arrive
Please note that if the Customer does not arrive at the booked accommodation Site on the scheduled check-in day, with no prior communication, the management reserves the right to cancel the booking and make the accommodation available to third parties, without providing any refund (full or partial) to the Customer. In this case, the booking is non-refundable.
9) CUSTOMER AND GUEST OBLIGATIONS
Upon check-in at the Site, all Guests, including minors, are required to show a valid, original identity document (copies or photos are not accepted). This document must be a passport or an identity card (for citizens of the European Union). Please note that a tax ID or health card is not considered a valid document for check-in purposes. In the event that one or more Guests, including minors, do not provide a valid identity document, access to the Site will not be permitted, and the booking will not be respected, without the right to a refund.
This request is based on Article 109 of the Act Consolidating the Public Safety Laws (Royal Decree no. 773 of 18 June 1931), which requires all accommodation facilities to register guests and collect their identity data upon arrival. In particular, Article 109 establishes that "all those who stay in a public establishment for any reason must be identified and registered". Accommodation facilities are therefore required to comply with these provisions in order to guarantee safety and public order.
Please note that, in accordance with current legislation, minors unaccompanied by their parents can only be hosted if accompanied by an adult, who must hold the necessary authority and authorisation from the minor's parents/legal guardian, accompanied by a copy of a valid identity document. This person must also assume responsibility for the minor in writing, treating the latter as part of their family group; this applies to each accommodation unit.
All guests are therefore advised to arrive at check-in with a valid identity document; in the absence of a valid identity document, it will not be possible to proceed with registration or access to the Site. Any inconvenience resulting from failure to show the document will not give rise to any refund or compensation. By checking in, the Customer expressly and unreservedly accepts the hostel regulations, undertaking to respect all the provisions and regulations contained therein.
10) TAXES AND CHARGES
Some Italian municipalities require tourists to pay a tourist tax. The Customer may be required to pay this tax, if due, when they pay the fee for the booking, or directly to the accommodation Site, even if the tax is introduced after the booking. The accommodation rates indicated at the time of booking are inclusive of VAT. Should the tax change compared to the rate applied at the time of booking confirmation, and the rate is increased, any difference must be paid by the Customer before departure or, alternatively, directly on site at the accommodation Site.
11) COMPLAINTS
Any alleged shortcomings in the execution of the contract must be contested by the Customer without delay, and in any case within 14 days from the check-out date, by sending an email to the following address: customercare@humancompany.com. During the stay, it is still mandatory that the report be made in writing via email.
12) VIDEO- AND PHOTOSHOOTS
Photographs or videos may be taken at the Sites for advertising purposes. The staff at the aforementioned Sites will always take care to appropriately inform Guests of such activities, including by way of specific signage. If the Customer does not wish to appear in such photographs or footage, they are asked not to access the areas concerned for the period strictly necessary to complete the operation, in addition to communicating their refusal to the use of the material portraying them or to the creation of said material. If the Customer accesses the areas anyway, their consent to the use of the photographs or videos will be deemed to have been acquired.