Online Gift Card Withdrawal and Refunds
The satisfaction of our guests is paramount to us.
This policy governs the exercise of the right of withdrawal for the online purchase of Gift Cards by consumers, in compliance with the Consumer Code.
Pursuant to Articles 52 et seq. of the Consumer Code, a consumer who purchases a Gift Card online has the right to withdraw from the contract within 14 days of order completion, without having to provide any reason and without any costs other than those possibly provided for by applicable regulations, subject to the exclusions indicated below.
Before proceeding with the digital request, we invite you to check the requirements and operating procedures outlined below.
Conditions for Exercising the Right of Withdrawal on Gift Cards
The right of withdrawal may be exercised within 14 days from the online purchase date of the Gift Card, provided that the following conditions are met:
Gift Card NOT Booked / NOT Redeemed: The unique code associated with the Gift Card must not have been already used, even partially, nor associated with a booking in our systems. Withdrawal cannot be exercised if a booking for a date has already been made at our residences or facilities, or if the experience has already been used, totally or in part.
Eligibility of the Applicant: The right of withdrawal may be exercised exclusively by the original purchaser of the Gift Card, i.e., the person who made the online payment. The gift recipient, if different from the purchaser, is not entitled to request withdrawal or a cash refund.
Refund Methods: In the event of a positive outcome of internal checks, the refund of the amount paid for the Gift Card will be made without undue delay and in any case according to the terms established by the Consumer Code, using the same payment method adopted by the purchaser during the transaction, unless otherwise expressly agreed and without additional costs for the consumer.
Cases of Exclusion from the Right of Withdrawal
Pursuant to Art. 59 of the Italian Consumer Code, the right of withdrawal is expressly excluded and cannot be granted in the following cases:
If more than 14 days have passed since the completion of the online purchase order of the Gift Card.
If the Gift Card has already been used, even partially, or has already been associated with a booking, within the limits permitted by applicable law.
If the purchase was made by a professional customer or company/business for purposes related to their entrepreneurial, commercial, craft, or professional activity, the withdrawal provisions provided for consumers by the Consumer Code do not apply.
Gift Cards cannot be converted into cash outside of the valid exercise of the right of withdrawal and the conditions described above.
Rules for requesting a withdrawal online
You can exercise the right of withdrawal by filling out the dedicated digital form accessible via the link in the footer of our Shop: “Exercise the Right of Withdrawal”.
Before starting, please have your order number and the unique Gift Card code received via email ready.
The request will be subject to manual and technical verification by our offices in order to ascertain the purchaser’s identity and the validity, non-use, and non-booked status of the Gift Card.
Once the request is approved, we will proceed with the immediate deactivation and cancellation of the Gift Card code, concurrently with the issuance of the refund and the relative credit note, according to the methods indicated above.
Support and Customer Assistance
In case of doubts, anomalies during the receipt of the email containing the voucher, or for any clarification on Gift Card expiration dates, our Customer Service and Booking Office are at your complete disposal to provide assistance.
The Gift Card is valid for 6 months from the date of purchase, barring any facility closure periods or different conditions specifically indicated at the time of purchase.