Terms and conditions

Applicability of the Terms & Conditions

Any use of our website and/or services, as a website visitor, a guest or a service provider, constitutes an agreement to all terms and conditions and warrants that users understand, agree to, and accept all terms and conditions contained here.

Service providers as well as guests using services by Di Vita Experience are in compliance with the below-stated Code of Conduct, as part of these Terms & Conditions.

Definitions

In the present Terms & Conditions, these terms are used and defined as follows:

Suppliers:

Guides, hosts, and service providers that offer their services on Di Vita Experience are the suppliers of Di Vita Experience offerings. Di Vita Experience guides, hosts, and service providers are defined as suppliers when they receive bookings from Di Vita Experience customers.

Guests:

Guests are the customers of Di Vita Experience that book and/or use services provided by our suppliers.

Legal entity

Di Vita Experience is a private company registered in Rome, Italy.

Reservations (for Guests)

All reservations made via Di Vita Experience (on website, via email or other communication channels such as social media) are automatically assigned to suppliers depending on their availability. Di Vita Experience is obliged to convey the request to the related suppliers in 24 hours, if the request takes more than 24 hours Di Vita Experience is not liable for delays caused by the suppliers provided that said delays will be notified to the guests in the earliest convenience.

The reservations on Di Vita Experience are confirmed at the time and date chosen for the requested experience or services. This does not prevent Di Vita Experience from requesting a change of time or date.

On Request, bookings are subject to confirmation based on the availability of the suppliers. Guests are committing to their payment, and Di Vita Experience guarantees that the reservation will be either confirmed or denied within 48 hours.

A reservation is only valid when confirmed by Di Vita Experience via e-mail.

Guests are made aware of Di Vita Experience’s cancellation policy.

Reservations (for Suppliers)

All reservations made by guests via Di Vita Experience engage the suppliers to provide the service booked.

Di Vita Experience will inform about the reservation in a written form: email, WhatsApp or other communication channel mutually agreed among the supplier and Di Vita Experience.

Suppliers understand that cancellations and transfers have a negative impact on guests’ satisfaction and might affect the business relationship.

Suppliers are committed to delivering the services themselves and cannot pass their duties to third parties that are not known to Di Vita Experience unless there is explicit written consent from Di Vita Experience.

Suppliers are committed to quality standards and delivering the services as communicated to the guests on Di Vita Experience website and distribution channels.

In case there are complaints regarding the quality of the services received, the refunds and compensation for the guests have shared responsibility between Di Vita Experience and our suppliers, provided that the level of liability which can be imposed on the supplier does not amount to intent or gross negligence.

Suppliers are made aware of Di Vita Experience cancellation policy.

Payments

When making a reservation, guests have to pay 50% of the amount in advance as a reservation fee and 50% after the booking in cash.

By accepting these Terms & Conditions, the supplier enters into an agreement with Di Vita Experience determining that Di Vita Experience is authorized to negotiate or conclude the sale of the services provided by the supplier on behalf of the supplier.

The supplier will be paid by Di Vita Experience within 1 week after the trip takes place via the payment method mutually agreed between the supplier and Di Vita Experience.

Applicable taxes

Suppliers invoice Di Vita Experience for the services Di Vita Experience purchases from suppliers on behalf of the guests.

It’s a supplier’s sole responsibility to determine which taxes are applicable and required to comply with the applicable local tax law and pay any corresponding taxes. Suppliers undertake and agree that they will pay such taxes in time and in compliance with the applicable local tax law.

Proprietary Material

Di Vita Experience content may not be used or copied without explicit authorization from Di Vita Experience. All text, graphics, editorial content, data, formatting, graphs, designs, HTML, look and feel, photographs, music, sounds, images, software, videos, designs, typefaces and other content (collectively “Proprietary Material”) on this website is owned by Di Vita Experience, or is used with the owner’s permission. This Proprietary Material is protected in all forms, media and technologies. Users may not copy, download, use, redesign, reconfigure, or retransmit anything from this website without Di Vita Experience’s prior written permission.

Warranties

Di Vita Experience does not warrant that this website and/or our services will be uninterrupted or error-free. It may correct, modify, amend, enhance, improve and make any other changes to the website and services at any time or discontinue displaying or providing any content or features without a notice to any user. Di Vita Experience will not be responsible for any kind of inconveniences, technical errors or missing contents on the website as long as these conditions do not objectively affect the provision of services to the clients and the clients do not suffer from any material damages.

Disclaimer

We do our very best to make sure all the information we provide you is 100% correct. However, as we are human beings too, errors are made. We hereby disclaim all warranties and conditions with regard to the use of our website and/or services, including, but not limited to the availability, reliability, or quality of our website and services, the events distributed through us, including the nature and quality of the events, and is not and shall not be responsible for any error, fault or mistake of any and all content and information received through our suppliers, guests or partners on our website. While we endorse the quality of the services provided to you by our agency, we do not in any way commercially endorse or promote any item or product that might be mentioned in any content available on our website; including videos and/or photos (this does not include the products which are promoted by Di Vita Experience exclusively on its website).

Liability

Di Vita Experience’s responsibility is limited to facilitating the availability of our website, application and services. All liability and responsibility from any potential damages during the physical provision of the said services by the suppliers and/or third parties rests solely on the suppliers providing the related services. Di Vita Experience’s liability for damages, in any case, shall be limited to the amount paid by guests.

Except as provided herein, in no event shall Di Vita Experience be liable for any indirect, special, incidental or consequential damages of any kind, whether in an action of negligence or other tortuous actions resulting from or arising out of participation in any of the events hosted by the suppliers, unless there is a direct causal link between the damages and gross negligence or intent on the side of Di Vita Experience.

Code of Conduct for Di Vita Experience Suppliers:

Suppliers working with Di Vita Experience are expected to adhere to and respect the Code of Conduct for Di Vita Experience suppliers. This Code of Conduct contains quality standards as well as basic requirements for providing services to the guests of Di Vita Experience.

Quality Standards

Expertise: knowing your topics in-depth, extra research and preparation work can make a world of difference.
Customer service: be attentive to your guests and be fully present during the experience. Pay attention to your guests’ needs: specific groups (elderly, children, persons with disabilities) may need special care.

Basic requirements

Professional behavior

Being available and reachable by both the guests and the office, in particular for any urgent or time-sensitive issue, and around the time of a booking.
Having an appropriate and professional presentation and outfit, respecting hygiene standards.
Communicating with guests and Di Vita Experience in a polite and respectful manner.
Respecting the commitment that is a booking. Unforeseen situations can of course happen, but being late, canceling, or not showing up to a booking without informing your guests and without a valid reason is not acceptable. In this case, the related supplier should be directly liable for any direct and indirect damages and claims suffered by Di Vita Experience
Avoiding any inappropriate behavior such as smoking during a tour.

Brand loyalty

Di Vita Experience’s suppliers represent the Di Vita Experience brand and are therefore expected to respect the following limitations:

Di Vita Experience bookings should always be private. Unless specifically stated otherwise, or requested by Di Vita Experience with the agreement of all parties, groups from different bookings cannot be mixed, and no other participants but the guests are allowed to join.
Experiences must always be led by the suppliers of the booking, suppliers should never send another person to fill in for a booking.
Suppliers must refrain from expressing negative feelings about Di Vita Experience, or complaining about the company or any of its parties in front of the guests or on public platforms. All complaints and feedback should be addressed directly to the Di Vita Experience team.
Remain impartial and keep a service mind and a calm temper when interacting with guests.
Suppliers should not discuss remuneration with guests. The suppliers should refrain from requiring any other paid services as part of their performance to your guests. Any other sales or optional services must be solely based on the guests’ choice and must be offered with Di Vita Experience express consent. The suppliers will not ask for any payments or extra performances from guests on behalf of Di Vita Experience under no condition.

Safety

Suppliers commit to maintaining high standards of safety and security when providing a service to guests. The following standards apply:

Suppliers should always avoid unsafe situations and assess tour activities for potential hazards or critical points.
Informing guests of relevant safety procedures when necessary, keeping the relevant emergency numbers and being aware of the closest medical facilities is a must.
Suppliers must never be intoxicated on a tour/experience. Drinking alcohol is forbidden if wine or beer tastings are not included in the tour for guests.
In addition, hosts commit to never purchasing an alcoholic drink for a minor.
Possession or use of illegal drugs on tour is prohibited.
Emotional or intimate involvement with any guest – whether real or perceived, and as assessed by Vines & Pearls in its sole discretion, will lead to the instant termination of our services.
Di Vita Experience suppliers are in a position of trust and are expected to act accordingly at all times while interacting with our guests.
Suppliers should never enter guests’ hotel rooms to avoid any possible misunderstandings or misinterpretations.

Code of Conduct for Di Vita Experience’s Guests

Respect the professionalism of their service providers
To not behave in an offensive, aggressive, threatening, harassing, racist, or xenophobic nature, or with sexual connotations, inciting violence, discrimination or hatred towards their service providers and surrounding people
To not to try to bypass the online booking system of the Platform and arrange a tour without booking it directly via Di Vita Experience
To respect local customs and rules & regulations provided by Di Vita Experience, suppliers or/and third parties

————–

Cancelation policy

Dear guests and partners,

In case you need to cancel a booking with Di Vita Experience, please contact us at EMAIL ADDRESS OR PHONE NUMBER

If rescheduling is not an option and you wish to cancel your booking, our refund policy is as follows:

For bookings that are canceled more than 7 days prior to the trip, guests receive a 100% refund
For bookings that are canceled 6 to 3 days before, guests receive 50% refund
For bookings that are canceled less than 3 days before the trip, we provide a 20% discount voucher to use for life but no cash refund.

In order to cancel your booking, please contact us at EMAIL ADDRESS OR PHONE NUMBER

Please indicate Cancelation for the date of your booking as a subject of an email.

Always here to help!

Di Vita Experience team