Untold Italy Experiences: Terms and Conditions

Benvenuti! We’re excited to welcome you on one of our immersive experiences exploring beautiful Italy. Please note the following Terms and Conditions that will apply to your trip. We’ve kept them as easy to read and straight forward as possible, as we know you’d rather be getting ready to travel than reading pages of fine print.

It is your responsibility to read and understand our Terms and Conditions, and how they may affect your trip. We are happy to clarify or answer any questions you may have. Feel free to contact tours@untolditaly.com and we’ll be happy to assist with any additional information.

This agreement supersedes all previous oral or written communications, representations, or agreements between the parties and applies to all trips organized by Untold Italy and sold on this website. 

Last updated: October 14th, 2022

Our Contract

All bookings are made with Untold Italy Tours (ABN 19 345 353 622) (us/we). By booking a trip with us, you are deemed to have agreed to these booking conditions (which constitutes the entire agreement between you and us) and your booking will be accepted by us on this basis.

Terms of Purchase

  • We are able to accept the following payment methods: Credit Card, PayPal or Bank Transfer
  • We require full payment in advance of the booked experience in order to secure your reservation. Experiences cannot be guaranteed without full payment upfront.
  • Your customized quotation will include a detailed list of inclusions plus price options in either US or Australian dollars
  • Prices are subject to change without prior notice, until we confirm your booking.
  • If you have a gift card with applicable funds, it must be applied BEFORE purchase. We cannot apply any retroactive discounts.
  • Expiration dates for gift cards are set at 3 years from issuance when no date is explicitly noted.
  • Guests accept any and all fees associated with purchases using credit card.

Cancelation Policy

Due to the highly bespoke nature of our custom experiences, each quotation will attract its own cancelation policy. In general, if you are not entitled to a refund under this policy we are happy to issue a credit note for the amount paid to be used toward future Untold Italy experiences and small group tours.

Any cancellation/amendment must be communicated via e-mail to: tours@untolditaly.com

Experience start times and late arrivals

You should arrive at the arranged meeting point for your experience 15 minutes prior to departure. If you anticipate you will be delayed for any reason, it is your responsibility to contact us on the number provided in your experience documentation. Your guide is booked for the allocated time and will be able to wait for the length and duration of the tour. The time of your delay will be subtracted from the total time of the tour.

Travel Insurance

We strongly recommend guests arrange travel insurance to cover cancelations and delays due to unforeseen circumstances, or those beyond all control (e.g. inclement weather, strikes, seismic events). We also recommend guests arrange medical and personal insurance to cover any medical expenses, loss of baggage, loss of personal belongings, or other such travel mishaps. Guests agree we, and any local partner operators, are not liable for any of such unforeseen circumstances, and hold both parties harmless. All claims to reimbursements for insurance must go directly through the guests’ insurance provider, and not through Untold Italy or our affiliates.


Untold Italy experiences are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. This means our trip prices may vary at any time in accordance with demand, market conditions, and availability.

Custom quotation pricing is valid for a minimum of 7 days and will be indicated on your quote. After this time we reserve the right to adjust pricing based on local conditions, currency fluctuations and other factors. Therefore, if you like the price presented then your best option is to book within 7 days.

Prices are based on currency exchange rates at the time of trip publication. Please note that prices may vary depending on which currency the booking is made in.

Please note that a surcharge may be applied to all purchases made by credit card.


We do not issue refunds for any part of the trip not used, including (but not limited to) meals, activities, or any other services.

Timely Payment

Timely payment is key for your experience to go ahead as planned and for our local partners and agents to be able to guarantee activities. We reserve the right to cancel a booking without refund should the final payment deadline not be met.

COVID Travel Policies

The health and wellbeing of our guests is of utmost importance to us and we are committed to operating a safe environment for our staff, partners and guests. All guests must comply with Italian regulations with respect to vaccinations and face coverings.

It is your responsibility to ensure you are aware of the applicable requirements to you as these may vary by nationality of country of residence. We are unable to provide refunds if you are denied entry because of failure to comply with COVID requirements. You can check this Italian Government website for information relating to your particular circumstances. 

Any information or advice given by us or our partners or agents regarding visas, vaccinations, climate, clothing, baggage, special equipment, etc. is purely advisory and provided as a courtesy. We are not responsible for any errors or omissions as to any such information provided.

Trip Itinerary and Inclusions

We provide our guests with detailed itineraries prior to booking and departure. The boutique nature of our itineraries means that they may be subject to minor changes, updates and additions. Any changes would reflect the goal of enhancing your experience.

Special Requirements

We are committed to making our trips accessible to as many people as possible and will do our best to accommodate dietary restrictions, allergies, medical conditions and other needs of our guests.

By joining our trips you agree to notify us of any requirements before reserving your experience so we can confirm that your needs will be met within the limitations of the itinerary, the destination and the trip style.

You also understand that some types of trips may require a minimum level of fitness or mobility, or may not easily accommodate dietary requirements due to the limited choices at the destination or the culinary focus of the trip. For this reason, vegan dietary requirements are not catered for.

We will endeavour to discuss possible options with you prior to reserving your spot and provide you with the most accurate information available to us for you to make an informed decision.

By joining our experiences, you also state that you know of no physical or mental condition that would create a hazard for you or others, or affect other people’s enjoyment of the trip.


Participants assume the risk involved when participating in foreign travel, and any and all activities and/or pursuits voluntarily undertaken while participating in the tour.

By participating in any Untold Italy experience, you agree that you do so at your own risk, are voluntarily participating in these activities, assume all risk of injury to yourself, and agree to release Untold Italy and our local partners and agents from any and all claims or causes of action, known or unknown.

Force Majeure

In case of a Force Majeure event, we are not responsible for performing our obligations and will not be responsible for any resulting damages.

A Force Majeure Event is any circumstances beyond our reasonable control, including without limitation acts of nature, terrorist activities, insurrection, explosion, flood, earthquake, tempest, forceful wind, fire or accident, war or threat of war declared or undeclared, sabotage, civil disturbance, labor strikes, requisition, pandemics, sickness, quarantine, government intervention, weather conditions, and unforeseen circumstances.

If we, our partners or agents are affected by a Force Majeure Event, we, or our agents, may vary or cancel any itinerary or activity without any obligation or liability. 

Claims and Complaints

We are committed to creating and delivering extraordinary experiences. However, if any issues arise during a trip, you agree to notify us as soon as possible so we can find a satisfactory solution that works for everyone.

You agree to send all your complaints in writing by email to tours@untolditaly.com along with any supporting documentation.

Terms & Conditions of Local Operators

Untold Italy operates tours with expert tour operators and agents. In some cases, including our Sicily tour, it means that your payments will be handled directly by the tour operator or agent, and any liabilities that may arise will be between yourself and the tour operator directly, handled according to their Terms and Conditions.

In booking a place on an Untold Italy experience, you agree to both our Terms and Conditions, listed on this page, as well as the Terms and Conditions of the local tour operator for your specific tour and the activity or accommodation provider. The specific terms and conditions will be included in your experience quotation and we encourage you to read and understand their specific policies.


As mentioned, Untold Italy and all our representatives (herein after referred to as “agents”), act only in capacity as agents for the guest in all matters connected with travel, sight-seeing journeys and transportation.

You agree that as agents, we are held free of responsibility for any damage occasioned by any cause, in particular:

  • For any damages or expenses or inconveniences caused by late departures, change of schedule or change in activities caused by reasons beyond our control
  • For loss or damage to baggage or any of the participant’s belongings.
  • For personal injury, death, accident, delay, loss, damage, irregularity or property damage as a result of force majeure or for any other losses or damages incurred by any person or journey participants caused by any delay or change of itinerary or arising out of any act, including, but not limited to, any act of negligence, any person acting for or on behalf of agents for transportation, accommodation or sight-seeing provider or any other person or entity rendering any of these services or accommodations being offered in connection with this journey.

Participants agree that any and all disputes between Participants and Untold Italy shall be governed by the laws of the State of Victoria, Australia. Participants agree to mediate any and all disputes prior to the instigation of any litigation.

In the event of any litigation between the Parties to this agreement involving their respective rights or obligations, such litigation shall take place in the State of Victoria, Australia.

All prices quoted are correct at time of publication, include the cost of operation of the experiences, and are subject to currency changes.

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