Experiences
1. INFORMATION
ALLURE SRLS, with registered office in Osnago (LC), via Trieste 22, tax code and VAT no. 04250570134,
registered with the Companies Register of Como-Lecco, PEC allure-srls@pec.it, operates in the field of
experience sales in Italy through an e-commerce portal available at www.allureitalianexperience.com
(hereinafter, the “Website” or the “Platform”).
2. DEFINITIONS
2.1 For the purposes of these Terms and Conditions, the following definitions shall apply:
-“Allure” or the “Platform”: the online portal for the sale of experiences in Italy managed by ALLURE SRLS;
-“Client” or “User”: any adult natural person who accesses the Website and/or makes a Booking;
-“Provider” or “Partner”: the independent third party (tour guide, cultural operator, artisan, restaurateur,
event organiser or other professional) who actually delivers the Experience booked by the Client;
– “Experience” or “Service”: tours, activities, workshops, tastings, cultural events and other Made in Italy
experiences offered by Providers and marketed via the Platform;
– “Booking”: the order placed by the Client to purchase an Experience through the Platform;
– “Voucher”: the document (electronic or paper) that confirms the Booking and may be purchased by the
Client as a gift option;
-“Price”: the total amount due by the Client for the booked Experience, including all applicable fees and
taxes;
-“Account”: the Client’s personal area on the Platform, accessible upon registration.
3. SCOPE OF APPLICATION
3.1. 3.1. These Terms and Conditions govern the use of the Website and the booking of Experiences through
the Allure Platform and apply to all Clients, whether residents of Italy or abroad.
3.2. 3.2. Use of the Website and confirmation of a Booking constitute full and unconditional acceptance of
these Terms and Conditions.
3.3. 3.3. By placing a Booking, the Client declares that they are of legal age and have full legal capacity.
4. NATURE AND DESCRIPTION OF SERVICES
4.1. 4.1. Through the Platform, Clients may book various types of Made in Italy Experiences, including, by way
of example, guided tours, food and wine experiences, artisan workshops, outdoor activities and
excursions, cultural events and performances, professional consulting for events and related event-
management services, and other authentic Italian experiences.
4.2. 4.2. Except where Allure directly provides the Service, Allure acts as a commercial intermediary between
Clients and Providers.
4.3. 4.3. When acting as an intermediary, Allure is not the organiser, provider, or operator of the Experiences
offered on the Platform, which are provided by third-party Partners operating as independent businesses
or professionals. Each Provider operates independently from Allure and is responsible for its own
business activities and for complying with all tax, insurance, and regulatory obligations.
4.4. 4.4. When the Client makes a Booking through the Platform, the Client purchases the Experience from
Allure acting as an intermediary. Allure is the sole commercial point of contact for the Client regarding
booking, payment, and support. The Provider remains solely responsible for delivering the booked
Experience in accordance with the commercial agreement in place with Allure.
4.5. 4.5. For professional consulting services provided directly by Allure, the contractual relationship is governed by the specific “Consulting Terms and Conditions”, accessible via the relevant link and accepted by the Client when requesting such services.
4.6. 4.6. For each Experience, the Platform, based on information provided by the Provider, displays the following details: activity description, duration, meeting point and schedule, available languages, minimum and maximum number of participants, specific requirements (minimum age, physical conditions, clothing), warnings regarding specific risks, and applicable cancellation policies.
4.7. 4.7. All descriptions, images, availability, schedules, locations, and other information relating to the Experiences are supplied directly by the Providers and merely published by Allure.
4.8. 4.8. The Client acknowledges that the Providers are solely responsible for the accuracy, completeness, and reliability of the information relating to their Experiences.
5. ACCOUNT AND REGISTRATION
5.1. 5.1. Registration of an Account is not mandatory to make a Booking but is recommended to access additional features such as booking history, management of changes and cancellations, and personalised offers.
5.2. 5.2. To create an Account, the Client must provide their first and last name, a valid email address, password, and any telephone contacts.
5.3. 5.3. The Client must ensure that the information provided is accurate and up to date and is responsible for maintaining the confidentiality of their login credentials. Allure shall not be liable for any access to the Platform performed using such credentials, which shall be deemed carried out by the respective User.
5.4. 5.4. Allure reserves the right to suspend or close an Account in case of violation of these Terms and Conditions or in case of fraudulent, suspicious, or harmful activity.
5.5. 5.5. The Client may close their Account at any time by contacting customer support.
6. BOOKING AND CONTRACT FORMATION
6.1. 6.1. The Booking process consists of the following steps:
a) Experience selection: the Client browses the Platform and selects the desired Experience.
b) Choice of date and participants: the Client selects the date and number of participants and checks availability.
c) Data entry: the Client enters personal data (first name, last name, email, telephone, special requests if any).
d) Summary and verification: the Client reviews a complete summary of the Booking, including Experience, date, number of participants, total Price, cancellation policy, and warnings.
e) Acceptance of Terms: the Client confirms that they have read and accepted these Terms and Conditions and the Privacy Policy. For high-risk activities, the Client also expressly accepts specific risk declarations.
f) Payment pre-authorisation: upon entering the data and accepting the Terms, a pre-authorisation for the total amount of the Experience is placed on the Client’s payment card or PayPal account, without immediate definitive charge.
g) Provider confirmation and charge: once the Provider confirms availability, the Client receives a Booking confirmation email and/or the Voucher, and the previously pre-authorised amount is definitively charged.
h) Lack of Provider confirmation: if the Provider does not confirm availability, the pre-authorisation lapses and no definitive charge is made.
6.2. 6.2. The contract is formed when the payment is successfully processed and Allure sends the Booking confirmation email or the purchased Voucher.
6.3. 6.3. Providers undertake to confirm Experience availability within 48 hours of the Booking. If the Experience is unavailable, the Client will be informed and may cancel without charges or receive alternative proposed dates or times.
6.4. 6.4. Before payment, the Client may identify and correct any errors in the order. Once the Booking is confirmed and the Voucher received, any changes are subject to the modification and cancellation policies under Sections 8 and 9.
6.5. 6.5. The Booking confirmation or Voucher is sent by email and accessible from the Client’s Account, if registered. The Client is responsible for retaining these documents. Allure stores transaction data in accordance with legal obligations.
6.6. 6.6. Immediately after completing the Booking, the Client will receive a confirmation email or the purchased Voucher. Within one week before the Experience, the Client will receive a further email with complete Experience details, specific instructions provided by the Provider, and contact details for both the Provider and Allure.
6.7. 6.7. The Client is responsible for reviewing all information at least 24 hours before the Experience, preparing accordingly, and arriving at least 15 minutes before the scheduled time. The Provider is not obliged to accept late arrivals.
6.8. 6.8. If the Provider communicates any change in location, time, or cancellation, the Provider shall contact the Client using the contact details provided.
6.9. 6.9. For Vouchers, the Client must present the document (digital or paper) to the Provider at the start of the Experience. Failure to present the Voucher may prevent participation, with no right to refund.
6.10. 6.10. The Voucher is personal and non-transferable and may be purchased as a gift option. Activation of the Voucher is entirely digital and must be completed by the recipient, who must access the Website, select the specific Experience, proceed with the purchase, and enter the gift code contained in the PDF document. From that point onward, the process is identical to a standard Booking.
6.11. 6.11. The Client must immediately check the accuracy of the information contained in the Booking confirmation and Voucher. Any errors must be promptly reported to customer service.
6.12. 6.12. The Voucher is valid for the date and time specified in the booking. Any modification must be agreed with the Provider. The Provider is not required to accept late arrivals.
7. PRICES AND PAYMENT METHODS
7.1. 7.1. Prices of the Experiences published on the Platform are final prices, inclusive of VAT and any other applicable taxes.
7.2. 7.2. Any supplements (e.g., transfers, additional meals) are indicated on the Platform.
7.3. 7.3. Payments are processed through the Platform using the electronic payment methods indicated (payment cards, PayPal, etc.).
7.4. 7.4. Payment must be made in full at the time of Booking.
7.5. 7.5. Prices are expressed in Euro. For Clients using cards issued in a currency other than Euro, the amount will be converted by the issuing bank according to the official exchange rate of the European Central Bank at the time of the transaction. Allure is not responsible for currency conversion fees applied by the Client’s bank. It is the Client’s responsibility to verify applicable banking conditions.
7.6. 7.6. Allure uses certified payment service providers ensuring the security and encryption of sensitive data. Allure does not store or have access to full credit card details.
7.7. 7.7. Allure reserves the right to block transactions deemed suspicious or potentially fraudulent, request further identity verification, or refuse certain payment methods for security reasons.
7.8. 7.8. To request an invoice, the Client must provide billing details at the time of Booking or contact customer service.
8. BOOKING MODIFICATIONS
8.1. 8.1. A Client wishing to modify a Booking (date, time, number of participants) must promptly contact Allure customer service.
8.2. 8.2. Modifications are subject to the availability of the Experience on the new requested date or time, Provider approval, and any price differences to be paid or refunded.
8.3. 8.3. Not all Experiences allow modifications. Some may require cancellation of the original Booking and creation of a new one.
8.4. 8.4. If the Provider makes changes to the Experience (changes to time, meeting point, itinerary, etc.):
– the Client will be informed as soon as possible; and
– if the change is substantial and unacceptable to the Client, they will be entitled to a full refund according
to the Provider’s specific refund terms outlined in the document “Service Refund and Cancellation Terms”;
– if the change is minor, the contract will remain valid with the communicated modification.
8.5. 8.5. If the Client wishes to modify personal data (name, email, number of participants, etc.) after Booking,
they must promptly contact customer service and in any case at least one week before the Experience.
Such modifications are subject to Provider approval, and any additional costs (e.g., increased participants)
must be paid.
9. CANCELLATIONS AND WITHDRAWAL
9.1. 9.1. Each Experience has its own cancellation policy set by the Provider and indicated on the Experience page and in the Booking confirmation.
9.2. 9.2. Unless otherwise provided by law, the Client may cancel the Booking in accordance with the Experience-specific cancellation policy.
9.3. 9.3. Cancellation requests received less than 48 hours before the Experience generally do not entitle the Client to a refund unless otherwise specified in the Experience’s cancellation policy. Failure to attend without prior cancellation results in the paid amount being non-refundable.
9.4. 9.4. To cancel a Booking, the Client must access their Account and follow the cancellation procedure or contact customer service.
9.5. 9.5. If the Provider cancels an Experience (due to weather, failure to reach minimum participants, force majeure, or other reasons), the Client shall be informed within 24 hours and will be entitled to a full refund, rescheduling, or replacement with an equivalent or higher-value Experience.
10. LIABILITY AND LIMITATIONS
10.1. 10.1. The Provider is solely responsible for delivering the booked Experience. Therefore, Allure assumes no liability for acts, errors, omissions, statements, warranties, or negligence attributable to Providers.
10.2. 10.2. Allure requires Providers to maintain adequate insurance coverage (civil liability, personal injury, accident protection, etc.). However, Allure does not guarantee that all Providers are effectively insured nor verifies their policies.
10.3. 10.3. The Client agrees to indemnify and hold Allure harmless from any claim, damage, loss, cost, or expense arising from the Client’s breach of these Terms and Conditions, misuse or unlawful use of the Platform, violation of third-party rights, or inappropriate, unlawful, or harmful conduct during Experiences.
10.4. 10.4. In case of damage, the Provider will contact the Client directly for settlement.
11. CLIENT OBLIGATIONS
11.1. 11.1. The Client undertakes to provide accurate and complete information, comply with all applicable laws and regulations, behave respectfully towards Providers, their staff, and other participants, and follow all safety instructions.
11.2. 11.2. The Client is responsible for ensuring compliance with all requirements listed in the Experience description (minimum age, physical conditions, required skills, etc.), informing the Provider of medical conditions, allergies, intolerances or special needs, obtaining necessary documents (passport, visas), maintaining valid health insurance, and consulting a doctor if in doubt about fitness to participate.
11.3. 11.3. By placing a Booking, the Client declares to be physically and mentally fit to participate, to understand associated risks, and to assume full responsibility. Certain Experiences may be unsuitable for individuals with heart conditions, reduced mobility, pregnant women, or other conditions. The Client must carefully read all requirements and warnings.
11.4. 11.4. Experiences allowing minors require supervision by a responsible adult (parent or legal guardian), who assumes full liability.
12. COMPLAINTS AND CUSTOMER SUPPORT
12.1. 12.1. For any issue, question, or complaint concerning the Booking service, the Client may contact Allure customer support using the contacts in Section 18.
12.2. 12.2. If issues arise during the Experience, the Client must report them directly to the Provider. Allure assumes no responsibility for such issues or their lack of resolution.
13. DISPUTE RESOLUTION
13.1. 13.1. In case of dispute, Allure and the Client shall seek an amicable resolution through good-faith negotiation before taking legal action.
13.2. 13.2. Pursuant to Legislative Decree 206/2005 (Consumer Code), EU-resident consumer Clients are entitled to alternative dispute resolution (ADR) procedures.
13.3. 13.3. The Client may lodge a complaint with competent consumer ADR bodies according to the Consumer Code. Information is available on the website of the Ministry of Economic Development.
13.4. 13.4. For online-concluded contracts, EU consumers may use the European Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr.
14. GOVERNING LAW AND JURISDICTION
14.1. 14.1. These Terms and Conditions are governed by Italian law.
14.2. 14.2. For Clients acting as consumers under the Consumer Code, exclusive jurisdiction lies with the court of the consumer’s residence or domicile in Italy.
in accordance with mandatory legal provisions.
14.3. 14.3. For Clients resident in other EU Member States, jurisdiction is determined pursuant to Regulation (EU) No. 1215/2012 (Brussels I bis).
14.4. 14.4. For Clients resident outside the EU, Italian law applies.
15. INTELLECTUAL PROPERTY
15.1. 15.1. All content on the Platform (texts, graphics, logos, icons, images, videos, software, databases) is the exclusive property of Allure or its licensors and protected by Italian and international intellectual property and copyright laws.
15.2. 15.2. Allure grants the Client a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for the purpose of using the Service.
15.3. 15.3. Information, photos, and descriptions of Experiences are provided by Providers. Allure does not claim intellectual property rights in such content, which remains the property of the respective Providers or licensors.
16. REVIEWS AND USER-GENERATED CONTENT
16.1. 16.1. After participating in an Experience, the Client may submit a review via the designated form or email to Allure customer service.
16.2. Reviews will not be published automatically but will be assessed by Allure’s staff for compliance with these Terms and Conditions.
16.3. 16.3. Client reviews must be based on personal, direct experiences, be honest, truthful, and accurate, and must not contain offensive, defamatory, discriminatory, or unlawful language.
16.4. 16.4. Reviews must not infringe third-party rights, including privacy and intellectual property. Publication of unauthorised personal data or promotional content is prohibited.
16.5. 16.5. Allure reserves the right to edit, refuse, or remove reviews that do not comply with these conditions or that appear false, misleading, or inappropriate.
16.6. 16.6. By submitting a review, the Client grants Allure a worldwide, non-exclusive, royalty-free, perpetual and irrevocable licence to use, reproduce, adapt, publish, translate, distribute, and display such content in any form for promotional or commercial purposes, including on social media, newsletters, advertising material, and the Website.
16.7. 16.7. The Client declares and warrants that they hold the rights to the submitted content or have obtained all necessary authorisations.
16.8. 16.8. Allure declines all responsibility for user-generated content, which remains under the exclusive responsibility of the author.
17. AMENDMENTS TO THE TERMS AND CONDITIONS
17.1. 17.1. Allure reserves the right to amend these Terms and Conditions at any time.
17.2. 17.2. Substantial amendments will be communicated to registered Clients by email at least 15 days before taking effect.
17.3. 17.3. Amendments will also be published on the Website, indicating the date of last revision.
17.4. 17.4. Continued use of the Platform after the effective date constitutes acceptance of the new Terms.
17.5. 17.5. If the Client does not accept the amendments, they must discontinue use of the Platform and may close their Account.
17.6. 17.6. Amendments do not affect rights and obligations relating to Bookings already confirmed, which remain subject to the Terms in force at the time of Booking.
18. COMMUNICATIONS AND CONTACTS
18.1. 18.1. All communications between Allure and the Client will take place via email, as well as through notifications on the Website and in the Client’s Account, where applicable.
18.2. 18.2. The Client must ensure that their contact details are up to date and that emails from Allure are not filtered as spam.
18.3. 18.3. For questions, clarifications, or assistance regarding these Terms and Conditions, please contact:
ALLURE SRLS
Via Trieste 22, 23875 Osnago (LC), Italia
Email: hello@allureitalianexperience.com
PEC: allure-srls@pec.it