Verticalife Outdoor Travel Company
Terms and Conditions
1. FOREWORDS
1.1. We believe in transparency to clarify both our and your responsibilities. However, it is always our commitment to prioritize common sense (in favor of the customer), as we believe it is the foundation of every interaction between human beings, regardless of legal reasons.
1.2. We recommend to read carefully these general terms and conditions of the contract, which constitute the terms and conditions under which our company offers and ensures the services related to travel, stays, and sports activities.
1.2. Participation in Verticalife's trips and activities (hereinafter "the organization") is subject to compliance with these rules and conditions and those listed on the offers or other illustrative documentation provided by the organization before the trip or activity, including technical notes in the offers as listed on the website or in the detailed tour program sent during booking.
1.4. The customer is aware that our trips and excursions often take place in areas where local services are not always comparable to those of traditional tourism and/or not everything works perfectly and punctually. For this reason, patience, a minimum of adaptability, and collaboration from the customer are sometimes required.
1.5. The offers and quotations on the website/catalog do not constitute a contractual proposal from the organization per se and are subject to confirmation both for the fees and for the services provided in the specific offer, based on the actual availability at the time of confirmation by the customer.
2. LEGISLATIVE SOURCES AND PLACE OF JURISDICTION
2.1. The sale of tourist packages, which include services to be provided both domestically and internationally, is governed by Law No. 1084 of 27/12/1977, which ratifies and implements the International Convention on Travel Contracts (CCV), signed in Brussels on 23/4/1970, as well as by the Italian Tourism Code (Articles 32-51) and its subsequent amendments.
2.2. This Contract is governed by the laws of the Italian Republic. For any dispute arising from or relating to this Contract or its execution, the Court of Turin shall have exclusive jurisdiction.
2.3. All data transmitted by the customer is processed in accordance with the current privacy regulations and will not be transmitted to third parties, except for reasons related to the conduct of procedures for the planned trip or activity. In principle, the regulations of the European Community regarding travel are recognized, unless they conflict with the local regulations of the individual countries where the services are provided.
3. BOOKING AND ENROLLING
3.1. The booking and registration procedure for our trips and activities (whether done directly with us or through an intermediary travel agency) follows the following points:
- Confirmation from us regarding the participation in the trip or activity via email or phone and sending of the contract (Proposal of purchase of a tourist package/service) by us to be signed and returned scanned, containing our bank details for the payment of a deposit or balance (depending on the departure date)
- Once the deposit or balance payment and the signed contract are received, the services will be confirmed within 5 calendar days.
- If there are any changes to the services, and therefore to the corresponding participation fees, we will inform you promptly and you will be free to decide not to participate in the trip or activity. In this case, we will fully refund the deposit or balance fee.
3.2. The confirming customer undertakes to send any documentation requested within the deadlines indicated in the travel offer or communicated via email, such as copies of passports, copies of insurance contracts, or other documents that must be the same ones used during the trip, within the deadlines indicated by the organization. Furthermore, if requested or required, they undertake to temporarily hand over passports or original documents upon arrival or when necessary for the provision of services, as well as any cash amounts payable upon arrival.
4. CURRENCY, QUOTAS AND PRICES
4.1. Each offer, service, or tourist package from the organization is calculated with reference to the exchange rates and costs of services at the time of offer processing. The fees published in the online catalog or in individual offers may therefore be modified at any time due to fluctuations in currency exchange rates, supplier rates, carrier rates, and costs of tourist services or similar services, as well as adjustments that may lead to program variations and fee changes.
4.2. We will not make any payment to any service provider to lock in prices before receiving the first payment from you, according to the terms established in our invoice or contract. We cannot confirm any booking before receiving the first payment from the client.
4.3. If, after confirmation by the organization of a travel proposal, currency exchange rate fluctuations result in differences exceeding 3% of the per-person fees indicated (excluding increases caused by duties, tax increases, flight fares, visas, or government permits, calculation errors) in the offer in question, these will be borne by the participants and communicated in advance no later than 20 days before the service start date. Increases in participation fees after this deadline are excluded.
4.4. Prices are subject to change between the date of our offer and the date of our invoice or contract, and between the date of the latter and the date of actual payments to service providers. This is due to price variations by suppliers before receipt of payment for the trip or activity, any changes made with your agreement, and fluctuations in exchange rates at the time of each payment received. In the event of an increase exceeding 10% compared to the participation fees after confirmation of an offer by the organization, the customer has the right to withdraw without penalty within five days after notification.
5. PAYMENTS
5.1. Payments - unless otherwise agreed in writing, even with a simple email - are made by bank transfer within the terms indicated in the invoice sent to the confirming customer for registration, first installment, balance, or, if agreed, a cash payment upon arrival. Any fees for visas or permits to be paid on-site are always payable in cash and in the currency indicated.
5.2. Payment deadlines are an essential element of the contract. In case of failure to meet the agreed deadlines, we reserve the right to modify the prices or even cancel the contract signed with you.
5.3. By making a payment, the customer constitutes actual registration for the trip. They automatically confirm that they have read and approved our general terms and conditions of the travel contract and undertake to send a copy of the bank transfer receipt in .doc, .pdf, or .jpg format for each payment. It is the responsibility of the confirming customer to ensure that payments are made within the established deadlines.
5.4. Any bank charges from the customer's bank and any intermediary bank are always borne by the customer. Only amounts actually credited to our accounts indicated in the invoice are recognized as paid sums. Any missing amounts must be paid with the balance or respectively in cash upon arrival/start of the trip or activity.
5.5. The organization reserves the right to cancel any service without prior notice, even if in progress, if payments are incomplete by the deadlines and terms indicated in the invoice or agreed with management. In this case, the customer forfeits any right to reimbursement for amounts already paid.
5.6. After 20 calendar days from the receipt of our last communication (by email or in any other written form), in the absence of a response from you, we may consider canceling the request or terminating our services.
5.7. Services, as well as the initiation of formalities for obtaining permits or visas on behalf of the customer and participant in the trip, are guaranteed by the organization only after receipt of the deposit, required documents, and copies for the necessary formalities.
5.8. Our accompanying staff is not authorized to request or receive payments, nor to provide refunds to the customer, unless explicitly authorized in writing, even via SMS or email by the organization.
6. WITHDRAWAL AND REIMBURSEMENTS
6.1. Each participant registered for a trip may only substitute themselves with another person under the conditions of the organization, provided that there are no other reasons or logistical problems for the organization. In case of possibility of substitution, the withdrawing customer will be charged for any expenses for changes, permits, and government-issued visas in their name, any penalties from third-party providers (such as accommodations, carriers), and the substituting customer is responsible for paying any missing amounts and any other supplements. The organization will agree in writing to such substitution and any missing amounts. However, the confirming, withdrawing, and substituting customers cannot compel the organization to accept the requested substitution. Nevertheless, the organization is committed to finding the best solution for the customer.
6.2. Before the start of the services, participants may withdraw from them at any time. Notice of withdrawal must be sent to the organization via email by the confirming customer.
6.3. Subject to exclusion from any refund are all services subject to penalties by third-party providers (hotels, transports, and guides), permits and visas requested/reserved by the organization on behalf of the participating customer, the portion of any single supplement that another participant in a trip would have to pay for losing shared accommodation in a double room. We recommend the option of travel insurance that includes cancellation, withdrawal, or non-participation in the trip.
6.4. If the participant cancels their participation in the trip or activity after confirming and making the payment, the following penalties will apply to the participation fee per person:
- Cancellation up to 45 days before departure: 25% penalty
- Cancellation between 44 and 30 days before departure: 45% penalty
- Cancellation between 29 and 15 days before departure: 60% penalty
- Cancellation between 14 and 6 days before departure: 75% penalty
- Cancellation within 5 days prior to departure: 100% penalty
As indicated in paragraph 6.3, all services subject to penalties from third-party providers will not be refunded.
7. CANCELLATION BY VERTICALIFE
7.1. The organization reserves the right to cancel any trip or activity due to events not attributable to it, provided that this is communicated to the participant, with the sole obligation of refunding the amounts paid. This includes cancellation of flights, transportation, strikes, natural disasters, wars, insurrections, coups d'état, force majeure, or anything not directly attributable to the organization.
7.2. In such cases, it is the organization's responsibility to promptly inform the confirming customer, refunding any amounts already paid or offering an alternative, which the confirming customer or participating customer is not obliged to accept. However, no further rights can be exercised. The conditions for exclusions from refunds and trip cancellations also apply.
7.3. For our group dates, if at the time of closing registrations (as indicated on the page of each activity or trip) the minimum number of participants expected (indicated on the page of each activity or trip) has not been reached, we offer two solutions: full refund of the deposit and cancellation of the trip without any penalty, or if you still wish to do the activity or trip, we will inform you of the participation fee adjusted to the final number of participants. In this case as well, if you do not wish to confirm your participation because the price has changed too much, your deposit will be refunded without any penalty. In this case, your cancellation must be communicated to us within 2 calendar days following our email regarding the final number of participants. This is crucial, as other participants may also see the participation fee varied if there are fewer people registered and adjust accordingly.
8. RESPONSABILITY
8.1. The Organization is responsible for the accurate planning and description of the offer and the execution of services as well as the selection and quality of suppliers. It guarantees the customer active 24-hour telephone assistance and availability to solve any issues during the itinerary to make the trip or activity smooth and enjoyable. Such contact information for assistance will be communicated to the customer before or upon arrival.
8.2. The accommodation categories indicated are in accordance with local regulations. In some cases, these categories are often considered rather modest for their category and do not reflect international standards as the regions are relatively undeveloped in tourism. The choice of facilities is at our sole discretion. It remains the customer's option to request others, but they cannot compel the organization to accept them.
8.3. Overbooking in accommodations may result in variations in the execution of planned services and will be replaced, if possible, with services of equal or higher category.
8.4. Our trips and activities require a minimum level of physical fitness to participate in a pleasant and risk-free manner. You are solely responsible for assuming such risks. However, we recommend informing us, at the time of booking, if you have a health problem, of any kind, that may pose a physical risk to you.
8.5. The transportation contract of each airline is the only one governing the relationship between you and the airline. The organization declines all responsibility even if the flight booking was made through us.
8.6. Not included in our offers are: insurance policies, entry visas for countries that require them unless indicated otherwise, surcharges for excess baggage, tips, meals, and beverages not specifically mentioned in the offers, visits or excursions made outside the described itinerary, personal expenses such as laundry, dry cleaning, or others, telephone and telecommunication expenses, optional activities. The availability of the latter always depends on availability.
8.7. If transfer times, flight durations, walks, etc., are indicated by the organization; these are to be understood solely as indicative travel times, without taking into account any stops or delays for any reason.
8.8. The organization is not responsible for deficiencies in individual services caused by conditions it could not reasonably foresee or resolve, such as inability to visit a place due to closure, restoration, holidays indicated moved to other dates, as well as force majeure such as strikes, adverse weather conditions, natural disasters, civil and military unrest, riots, acts of terrorism, political disturbances, catastrophes, transport and flight delays or cancellations, road interruptions, refusal to issue already booked airline tickets or refusal to board by airlines or transport companies, flight cancellations or delays, and other similar events not attributable to the organization. Any services that should fail due to such causes cannot be replaced or refunded.
8.9. The organization cannot be held responsible for theft or damage to luggage or any type of equipment/gear as transportation is often difficult. A porter's fall, landslides, or accidents, for example, can cause damage for which we disclaim all responsibility and therefore it is recommended to insure the luggage against such and similar eventualities.
8.10. The issuance of government permits or visas requested by the organization on behalf of the customer or its personnel is the exclusive competence of the competent authorities (embassies, ministries, government agencies). The same authorities may refuse access to specific areas or continuation of service or travel.
8.11. Any additional costs arising from such or similar causes mentioned above, such as overnight stays, meals, porterage, additional transport, will be borne by the participants, payable even to the service provider at the time as well as any operational expenses of the organization for the reorganization of services, and reimbursement/exchange for missing services will not be possible. To cover any additional expenses such as extra overnight stays, meals, transport, etc., not provided for in the offer, we recommend having a sufficient amount of cash available.
8.12. Participating customers must be equipped with valid identification documents, as well as residence and transit visas and health certificates if required, except for those requested by the organization on behalf of the customer. They must also comply with the rules of normal prudence and diligence and the laws in force in the destination countries of the trip, all the information provided to them by the organizer, as well as the regulations and administrative provisions. Participants will be held responsible for all damages suffered by the organizer due to their failure to comply with the obligations examined above.
8.13. Participation in the organization's services is always the personal responsibility of the participants. The customer is responsible and declares at their own risk to be aware of the inherent risks in sports activities, to be fit, in terms of health and required technical experience, for the nature and related risks of the trip or outdoor activity.
8.14. The organization, unable to verify the suitability of participants before the start of the scheduled services, whether for leisure or cultural trips, but also for trips that include mountaineering, outdoor sports activities in general, or at high altitudes, commonly also referred to as outdoor or sports activities, reserves the right to refuse the customer's participation in the trip or activity, if necessary, also upon arrival or during the trip or activity if the participant proves to be unsuitable or a risk to other participants or the conduct of the trip or activity, even for psychological reasons in extremis. Therefore, every confirming customer is required to verify that, in addition to themselves, the participating customer enrolled by them, is suitable to participate in all planned activities and acknowledges that the organization cannot be held responsible for any danger and risk arising from their participation.
8.15. The issuance of government permits or visas requested by the organization on behalf of the participating customer or its accompanying staff is the exclusive competence of the competent authorities (e.g., Embassies, Ministries, Governmental Entities) and the organization disclaims all responsibility in this regard.
8.16. Any consequent penalties or expenses arising will be borne by the participating customer. Additionally, the organization refuses all responsibility concerning the continuation of the service or travel at any time if local authorities refuse access to areas or do not allow the continuation of the service or travel.
9. INSURANCE
9.1. For some trips, the organization strongly recommends its travelers to obtain insurance coverage for medical expenses, repatriation, trip cancellation or interruption (e.g., due to failure to obtain visas on site, etc.) or flight (including domestic), theft, damage, or loss of luggage, and if the trip includes activities such as excursions (trekking), mountaineering, rafting, paragliding, mountain biking, or other outdoor activities, also coverage for emergency search and rescue and helicopter evacuation/assistance. Possession of travel insurance is highly suggested for participation in our trips; however, the organization is not obligated to verify the suitability of coverage clauses in the insurance contract agreed upon by the customer with their insurance company, as it does not have expertise in this matter. Participants are not insured by the organization and participate in trips or activities under their own responsibility.
9.2. A copy of the original insurance policy, if available, must be transmitted to the organization by the confirming customer at least 14 days before the start of the services. Each customer is responsible for themselves in case they are not covered by insurance during the trip or service offered by the organization, which is not obliged to check whether the customer is insured or not.
10. MODIFICATION
10.1. In principle, the acceptance of any modification is at the discretion of the organization. The organization is entitled to replace hotels and/or accommodation locations with others of similar characteristics, or other changes that may arise for operational reasons. If the participating customer cancels services on their own initiative or makes unconfirmed or accepted changes to them, the organization declines all responsibility for economic reimbursement to the customer, for expenses or risks arising from it.
10.2. Special requests, such as smoking/non-smoking rooms, connecting or adjacent rooms, special dietary requirements, early check-in or late check-out, must be made at the time of booking, subject to payment of a supplement. We will do our best to accommodate requests, but we cannot guarantee that they will be met.
10.3. Expenses resulting from changes in the program or services due to errors in the proposals after confirmation by the organization or due to its fault cannot be attributed to the customer.
10.4. Requests for changes to proposals before final confirmation by the customer are possible. Continuous requests for changes entail, in addition to the adjustment of costs, a charge of 20 euros per change/person for administrative expenses.
10.5. Extra services on-site resulting from reasons not attributable to the organization, such as, but not limited to: flight cancellations or delays, refusal to continue, refusal to issue permits or visas, landslides, natural disasters, strikes, etc., are the responsibility of the customer and must be paid directly on-site or upon request by the organization.
10.6. If the customer requests changes after their confirmation, if operationally possible and accepted by the organization, they are subject to cost adjustments and a charge of 20 euros per change/person borne by the customer. If the customer requests changes during the trip or activity, these, if operationally possible and accepted by the organization, are subject to charges borne by the customer, which will vary depending on the type of requested change. No refunds are provided for services not enjoyed or outside the responsibility of the organization.
10.7. In the event of modifications during the trip or activity due to force majeure such as interruption of transfers, both by air and by land, even without notice, or for other reasons of force majeure not attributable to the organization, if necessary to proceed with the trip or activity, it may be necessary to use alternative transport, accommodations, and other services. We recommend keeping a sufficient amount of cash on hand, keeping all invoices or receipts of expenses incurred for any reimbursement claims to your insurance company.
11. PROBLEMS, CLAIMS AND COMPLAINTS
11.1. For minor inconveniences during the trip or activity, such as a malfunctioning bathroom or light bulb in the hotel, customers are expected to use common sense and first contact the hotel reception/staff, and only subsequently contact the organization's assistance if they cannot find a satisfactory solution within reasonable timeframes.
11.2. Any deficiencies in the execution of the contract by the organization must be reported by the customer without delay by calling the assistance phone numbers, operational 24 hours a day, so that the organizer can promptly remedy the situation directly through its local representative or tour leader.
11.3. The customer must also, at the risk of forfeiture, file a complaint with the organization directly or through the travel agency where the trip was booked by sending a registered letter with return receipt, or via email with a request for confirmation of receipt, no later than ten working days from the end date of the trip/services.
12. AUTHORITY
12.1. The customer is required to contact exclusively the telephone assistance or the headquarters for any requests for changes to the program or services, and the organization disclaims any responsibility for any consequences arising from changes to services or itinerary made without approval and confirmation in writing, including via email/SMS, from the organization since the staff or those providing the services are not authorized to propose or accept requests for changes to individual services, visits, or itinerary on behalf of the organization.
12.2. Unless otherwise indicated in writing by the participant of a service offered by the organization, it is agreed that any photographic, video, or written material produced by the customer and transmitted to the organization or created by collaborators of the organization, which also includes the participant, may be used on our website, in magazines, other media, or means.
12.3. Additional clauses or changes to these "general terms and conditions of the contract" are not valid unless confirmed in writing, including by email, by the organization.
13. PLACE FOR JURISDICTION
13.1. For any disputes, the competent jurisdiction shall be the court where the organization is headquartered, namely Turin, Italy.
13.2. The contract is governed by Italian law, and in the event of a dispute that cannot be resolved amicably, exclusive jurisdiction is conferred to the Italian court.
