Please review these Terms and Conditions carefully before booking any service with Mondo Guide S.R.L. By completing a reservation and submitting payment, you confirm your acceptance of the following terms.
If anything is unclear or requires clarification, we strongly recommend contacting our team before confirming your booking.
PROMOTIONS, COUPONS AND SPECIAL OFFER
Promotional codes and discounts are valid exclusively for direct bookings made through our official website, unless otherwise specified.
Offers cannot be combined unless explicitly stated. Each promotion may be subject to specific conditions, including expiration dates, which will be detailed in the relevant communication.
RESPONSIBILITY AND LIMITATION OF LIABILITY
Mondo Guide S.R.L. shall not be held responsible for any injury, loss, damage to personal belongings, or other unforeseen incidents that may occur during the provision of services.
We are also not liable for disruptions, delays, or changes caused by circumstances beyond our control, including but not limited to natural disasters, extreme weather conditions, strikes, or other force majeure events.
BOOKING AND PAYMENT CONDITIONS
Private Tours and Transfers
A reservation is secured with a 20% deposit, payable at the time of booking through our website.
The remaining 80% balance must be settled no later than 15 days prior to the scheduled service date.
A non-refundable option may be available at a reduced rate for guests who prefer a lower price in exchange for stricter cancellation conditions.
Shared Tours and Transfer
To request a shared service, guests are required to provide valid credit card details as a guarantee. No payment is taken at the time of booking.
Reservations are confirmed only once the minimum number of participants (6 guests) has been reached.
You will first receive a request acknowledgment, followed by a final confirmation once the departure is guaranteed. At that stage, the full amount will be charged.
If the minimum number is not reached, the service will not operate and no payment will be processed.
CANCELLATION POLICY
Private Tours and Transfers
Cancellations must be submitted in writing via email and will be considered valid from the date of receipt.
- More than 15 days before the service → no penalty
- Between 15 and 8 days before → 20% fee applied
- 7 days or less before → 100% non-refundable
Please note that entrance tickets, hydrofoil tickets, and train tickets are always non-refundable, regardless of the cancellation timing.
Shared Tours and Transfer
Cancellations must be communicated via email and are effective from the time they are received.
- 72 hours or more before the service → no penalty
- Less than 72 hours before → 100% non-refundable
TRAVEL PROTECTION
In the event of last-minute cancellations or unforeseen circumstances, no refunds or compensation will be provided outside the terms outlined above.
For this reason, we strongly encourage all travelers to obtain comprehensive travel insurance, including coverage for medical expenses, cancellations, delays, and loss of personal belongings.
SERVICE COMMUNICATIONS
By selecting the option to receive updates during checkout, you consent to being contacted by Mondo Guide via SMS, WhatsApp, or similar messaging platforms.
These communications may include booking confirmations, operational updates, and essential information related to your experience.
Your phone number will be used exclusively for service-related communication. Mondo Guide does not share your contact details with third parties and does not use them for marketing purposes.
Standard messaging and data rates may apply depending on your provider.
LATE ARRIVAL POLICY
Semi-Private and Shared Experiences
Meeting details are provided in your voucher. Guests are required to arrive at least 15 minutes prior to the scheduled start time.
Late arrivals may result in the inability to join the service, and in such cases, no refund, rescheduling, or compensation will be granted.
Private Tours
In case of delay, guests must contact our team using the phone numbers provided.
Your guide will remain available within reasonable limits; however, any delay will reduce the overall duration of the service.
Changes requested at short notice may incur additional costs.
Transfer Service
Guests must promptly inform us of any delays. While we monitor arrival times when possible, drivers will wait up to one hour from the scheduled pickup time.
If the delay exceeds this timeframe, the driver may be required to leave due to prior commitments. In such cases, the service will be considered forfeited and no refund or rescheduling will be offered.
IDENTIFICATION REQUIREMENTS
All participants are required to carry a valid form of identification during the service.
For experiences involving tickets, identification may be necessary to verify names and eligibility for reduced or complimentary access.
Minors must present a valid copy of their identification, while students may be required to show an official student ID.
MINORS
Participants under the age of 18 must be accompanied by a parent, legal guardian, or responsible adult for the entire duration of the service.
Mondo Guide reserves the right to deny participation to unaccompanied minors. In such cases, standard cancellation conditions will apply.
ITINERARY VARIATIONS
Descriptions provided for each experience are intended to reflect the overall structure and content of the service.
However, adjustments to the order or timing of visits may be necessary due to operational or safety considerations and remain at the discretion of the guide.
UNFORESEEN CIRCUMSTANCES
Weather Conditions
Services operate regardless of weather conditions. Minor adjustments may be made to ensure safety, without entitlement to refunds or compensation.
Closures and Strikes
If a site becomes unavailable due to unexpected closures or strikes, an alternative itinerary will be provided. These situations do not qualify for refunds or compensation.
TICKETS AVAILABILITY
In the rare case that entrance tickets cannot be secured, guests will be offered an alternative date or a full refund.
LAST-MINUTE REQUEST
We make every effort to accommodate last-minute bookings. If this is not possible due to limited availability, suitable alternatives or a full refund will be provided.
SMALL GROUP POLICY
Our semi-private and shared experiences are designed for groups of 6 to 19 participants.
To preserve this standard, minor adjustments may occasionally be made to avoid separating families or groups traveling together.
At times, the number of participants may also be lower than the maximum, depending on demand.
FINAL NOTE
We appreciate your understanding and cooperation in respecting these Terms and Conditions, which are designed to ensure a smooth and high-quality experience for all our guests.