Terms and Conditions

Activities organised by R.A.M.A. s.p.a.

The activities carried out by R.A.M.A. S.P.A. – Tour operator-Travel agency (hereinafter referred to as the organiser),

• C.F./P.Iva: 00081900532,
• Sede legale in Via Trieste, 4 – 58100 Grosseto (GR),
• Registered in the Business Register of the Chamber of Commerce of Grosseto, REA Registration No.: GR – 1857
• RC insurance: REVO Specialty LiabilityXTravel Agencies n.OX00047094
• Guarantee Fund: Garanzia Viaggi s.r.l., certificate number: A/79.6258/9/2025

They are to be considered travel packages pursuant to Legislative Decree 62/2018, even if lasting only one day, provided they include at least two services among Transport; Accommodation services; Additional tourist services (e.g., guided tours, entry fees, tastings, etc.).

OBJECT OF THE CONTRACT

These general conditions govern the sale of travel packages between the Travel Organizer and the tourist, who expressly declares that the purchase is made for purposes not related to their commercial, industrial, artisanal, or professional activity (hereinafter referred to as “Client”).

LEGAL SOURCES

The sale of travel packages, which include services to be provided both domestically and internationally, is governed by:

1. Chapter I, Title VI (Articles 32–51 and subsequent amendments) of Legislative Decree No. 79/2011 (hereinafter referred to as the “Tourism Code”);
2. Law No. 1084/1977, ratifying and implementing the International Convention on the Travel Contract (CCV) of April 23, 1970, pursuant to Article 3, paragraph 2 of the Tourism Code, and only insofar as applicable.

DEFINITION OF TRAVEL PACKAGE

Pursuant to Article 34 of the Tourism Code, travel packages consist of trips, holidays, all-inclusive tours, or tourist cruises, resulting from the combination of at least two of the elements listed below, sold or offered for sale at a lump-sum price:

1. transportation;
2. accommodation;
3. tourist services not ancillary to transport or accommodation as referred to in Article 36 of the Tourism Code, which constitute, for the satisfaction of the tourist’s recreational needs, a significant part of the travel package.

DEFINITIONS

For the purposes of these general conditions, the following definitions apply:

1. “Travel Organizer”: the entity that undertakes, on its own behalf and for a lump-sum fee, to provide travel packages to third parties, by combining the elements referred to in the preceding Article 3, or by offering the tourist, including through a distance communication system, the possibility to independently create and purchase such a combination;
2. “Intermediary”: the entity that, even non-professionally and without profit, sells or undertakes to provide third parties with travel packages created pursuant to the preceding Article 3 for a lump-sum fee, or individual disaggregated tourist services;
3. “Tourist”: the purchaser, the assignee of a travel package, or any person, including a nominee, provided that they meet all the conditions required to use the service, on behalf of whom the main contracting party undertakes to purchase a travel package without remuneration.

INFORMATION OBLIGATIONS AND TECHNICAL SHEET

The Organizer is obliged to prepare, in the catalog or in the off-catalog program, a technical sheet containing the following elements:

1. Organizer: R.A.M.A. S.P.A., C.F./P.Iva: 00081900532, con SEDE LEGALE in Via Trieste, 4 – 58100 Grosseto (GR)
2. SUAP authorization of the Municipality of Grosseto 00081900532-05062025-0859
3. Civil liability insurance policy No. OX00047094 contracted with REVO Specialty LiabilityXTravel Agencies
4. The catalog or off-catalog program is valid for the indicated period.
5. The parameters and criteria for adjusting the travel price are indicated in Article 8 of these general conditions.
6. The methods and conditions for substituting the Client are governed by Article 12 of these general conditions.

The company informs the data subjects that certain processing of personal data carried out in the performance of contractual obligations may be shared pursuant to Article 26 of the GDPR. When two or more data controllers jointly determine the purposes and means of processing, they are joint controllers. They transparently define, through an internal agreement, their respective responsibilities regarding compliance with the obligations arising from this regulation, with particular regard to the exercise of the data subject’s rights. The essential content of the agreement is made available to the data subject on the website.

At the time of concluding the contract, the Organizer will inform the passengers of the identity of the actual carrier(s), without prejudice to the provisions of Article 11 of EC Regulation No. 2111/2005 and their possible inclusion in the so-called “blacklist” provided for by the same Regulation.

BOOKINGS AND CONTRACT CONCLUSION

The booking request must be completed on a specific contract form, which may be electronic if applicable, filled out in all its parts and signed by the Client, who will receive a copy. The booking is considered accepted, and the contract concluded, only when the Organizer sends the relevant confirmation to the Client, including via electronic means.

The booking confirmation contains the following elements:

• Names of the groups or clients
• Arrival and departure dates
• Number and type of rooms booked
• Description of the package services, as well as the content and type of services booked
• Description of the accommodation
• Prices
• Supplements and discounts

The Client accepts these travel conditions and acknowledges them as binding also on behalf of the participants indicated.

Before departure, the Organizer will provide the Client with information regarding the travel package not included in the contractual documents, brochures, or other written communication means, as provided for in Article 37, paragraph 2 of the Tourism Code.

Pursuant to Article 32, paragraph 2 of the Tourism Code, in the case of contracts concluded at a distance or outside business premises, the Organizer reserves the right to inform the Client in writing of the non-existence of the withdrawal right provided for in Articles 64 et seq. of the Consumer Code (Legislative Decree 206/2005).

All prices are stated in Euros or in the indicated currency and include the value-added tax required by law. Ancillary agreements and amendments to the concluded travel contract require written confirmation by the Organizer.

For the purposes of these general conditions, related communications are sent to the Client at the address provided at the time of booking. Such communications are deemed to be known by the Client if they are correctly sent to the above email address.

PAYMENTS

After the conclusion of the contract, the Client must pay a deposit equal to 30 (thirty) percent of the total travel price.

The effects referred to in Article 1385 of the Civil Code do not apply if the Client’s withdrawal results from a supervening cause not attributable to the Client, if the withdrawal is justified by serious non-performance of the other contractual party, or if the Organizer fails to perform the contract due to force majeure or failure to reach the minimum number of participants.

The balance corresponding to 70 (seventy) percent of the travel price must be paid, without further reminder, no later than 30 (thirty) days before the start of the trip, or for boat trips, 50 (fifty) days before the start of the trip. For bookings made within 30 (thirty) days prior to the start of the trip, the full price must be paid immediately in a single installment.

Payments for travel packages must be made by credit card (if the option is active on the selected tour page) or by bank transfer payable to

RAMA s.p.a.
IBAN: IT47J0885114301000000311012 BIC/SWIFT: ICRAITRRNNO
Banca Tema – Via Unione Sovietica, 42 – 58100 Grosseto- Italy

Ad avvenuto bonifico, il Cliente è pregato ad inviare copia della prova dell’avvenuto pagamento del pacchetto turistico in formato pdf via e-mail a travel@rama1913.it o del pagamento del servizio di guida ambientale o noleggio bici, sempre in formato pdf, all’indirizzo info@hakunamatataoutdoor.com

Any costs arising from the bank transfer shall be borne by the Client.

Upon full payment, the necessary travel documents will be sent to the Client via email no later than 2 (two) weeks before the start of the trip.

Any modification of the booking requested by the Client after its confirmation will incur an administrative fee of €50.00.

In the event of a breach of the above payment and/or communication procedures—unless attributable to force majeure—the Organizer may immediately terminate this contract without notice pursuant to Article 1456 of the Civil Code by simple written communication, without prejudice to the right to claim damages.

PRICE

The price of the travel package is determined in the contract, with reference to what is indicated on the website, in the catalog, or in the off-catalog program, including any subsequent updates to such catalogs or off-catalog programs. It may be revised up to 20 (twenty) days before departure and only as a result of:

1. Changes in transport costs, including fuel costs;
2. Changes in fees and taxes on certain types of tourist services, such as landing, disembarkation, or embarkation at ports or airports;
3. Changes in the exchange rate applied to the relevant package.

For such variations, reference will be made to the exchange rates and costs in effect on the date of publication of the program as indicated in the catalog, or on the date of any of the aforementioned updates.

In any case, the upward revision cannot exceed 8 (eight) percent of the original price.

When the price increase exceeds 8 (eight) percent, the Client may withdraw from the contract, with a refund of the amounts already paid to the Organizer.

CHANGES TO THE TRAVEL PACKAGE

CHANGES TO THE TRAVEL PACKAGE BEFORE DEPARTURE

If the Organizer needs to make significant changes to one or more elements of the contract before departure, they will immediately notify the Client in writing, indicating the type of change and the resulting price adjustment, pursuant to Article 8.

If the Client does not accept such proposed change, they may withdraw without paying any penalties and will be entitled to the provisions set forth in Article 42 of the Tourism Code.

The Customer must notify the Organizer of their choice within 2 (two) business days from the moment they receive notice of the change. If no communication is made within the aforementioned period, the change shall be considered accepted.

CHANGES TO THE TRAVEL PACKAGE AFTER DEPARTURE

When an essential part of the services provided for in the contract cannot be carried out after departure, the Organizer shall arrange suitable alternative solutions for the continuation of the planned trip at no additional cost to the Customer, or shall reimburse the Customer within the limits of the difference between the services originally planned and those actually provided.

If no alternative solution is possible, or if the Customer does not accept it for a justified reason, the Organizer shall provide equivalent transportation for the return to the place of departure or to another agreed location, and shall refund the difference between the cost of the services planned and that of the services actually provided up to the time of the early return.

CUSTOMER RIGHTS IN CASE OF WITHDRAWAL OR CANCELLATION OF THE TRAVEL PACKAGE

When the Customer withdraws from the contract in the cases provided for in the preceding Articles 8 and 9, or the travel package is cancelled before departure for any reason other than the Customer’s fault, they shall be entitled, pursuant to Article 42 of the Tourism Code, to one of the following options:

1. to enjoy another travel package of equivalent or higher quality at no additional cost, or a travel package of lower quality, with a refund of the price difference;
2. a refund of the amount already paid, within 14 (fourteen) business days from the moment of withdrawal or cancellation.

TO THE CUSTOMER WHO WITHDRAWS FROM THE CONTRACT

A Customer who withdraws from the contract outside the cases referred to in the preceding paragraph shall be charged a penalty calculated as follows:

1. Withdrawal up to 30 days before the start of the trip: 30% of the total trip price plus any non‑refundable costs incurred (such as tickets for museums and other service charges);
2. Withdrawal from 29 to 20 days before the start of the trip: 50% of the total trip price;
3. Withdrawal from 19 to 8 days before the start of the trip: 90% of the total trip price;
4. Withdrawal from the 7th day before the start of the trip or for interruption of the trip already begun: 100% of the total trip price.

IN CASE OF CUSTOMER WITHDRAWAL FROM BOAT TRIPS

In the event of the Customer’s withdrawal from boat trips, a cancellation penalty shall be charged as follows:

1. Withdrawal up to 50 days before the start of the trip: 30% of the total trip price plus any non‑refundable costs incurred (such as tickets for museums and other service charges);
2. Withdrawal from 49 to 40 days before the start of the trip: 50% of the total trip price;
3. Withdrawal from 39 to 30 days before the start of the trip: 60% of the total trip price;
4. Withdrawal from 29 to 20 days before the start of the trip: 80% of the total trip price;
5. Withdrawal from the 19th day before the start of the trip or for interruption of the trip already begun: 100% of the total trip price.

Cancellations must be requested via email.

ASSIGNMENT OF THE CONTRACT – CONTRACTUAL CHANGES AT THE CUSTOMER’S REQUEST

The Customer may substitute a third party in their place under the terms of the contract, provided that:

1. a) such third party meets all the conditions for using the service;
2. b) the Customer notifies the Organizer or the intermediary in writing, no later than 7 days before departure, that they are unable to use the travel package and provides the personal details of the third party.

The Customer and the third party are jointly and severally liable for the payment of the price and any additional expenses that may result from the assignment.

Any Customer requests to modify the travel contract (including changes to the booking for another date, period, substitution of the Customer, etc.) — which are not binding for the Organizer — are allowed up to 28 days before the start of the tour and require a fee of €50.00 for each type of change. Thereafter, the cancellation policies set forth in these general conditions, Article 11, shall apply. Each booking is subject to change depending on the case and conditions. The Customer is not entitled to compensation. Changing one tour to another tour is only possible through cancellation of the original tour (according to the applicable cancellation policies) and making a new booking.

CUSTOMER OBLIGATIONS

• The Customer, as well as the persons registered by them as participants in the trip, must hold a valid passport or other travel document valid for all countries included in the travel itinerary, as well as any required residence or transit visas and health certificates. Before the trip, they must also ensure they have the necessary vaccination certificates and medical reports.
• Customers must also adhere to the rules of ordinary caution and diligence, as well as specific regulations in force in the destination countries of the trip, comply with all information provided to them by the Organizer or intermediary, and observe the rules, administrative provisions, or laws related to the travel package.
• Customers shall be held responsible for any damages that the Organizer or intermediary may incur, including those resulting from failure to comply with the obligations set forth above.
• The Customer is required to provide the Organizer with all documents, information, and materials in their possession that are useful for the exercise of the Organizer’s right of subrogation against third parties responsible for the damage.
• The Customer shall also communicate in writing to the Organizer, at the time of booking, any special personal requests that may be the subject of specific agreements regarding the arrangements of the trip.
• The Customer is always required to inform the Organizer of any special needs or conditions (such as pregnancy, food intolerances, disabilities, etc.) and to expressly specify the request for any related personalized services.

HOTEL CLASSIFICATION

The official classification of hotel facilities is provided on the website, in the catalog, or in other informational materials based on the guidelines of the competent authorities of the country where the service is offered.

In the absence of official classifications recognized by the competent authorities of the countries to which the service relates, the Organizer reserves the right to provide, in the catalog, program, or other informational material, its own description of the accommodation facility, so as to allow the Customer to assess and consequently accept it.

LIMITATION OF LIABILITY

The Organizer is liable for damages caused to the Customer in the event of non‑performance or improper performance of the contractually owed services, whether these are provided personally by the Organizer or by third parties, in accordance with the provisions set forth below.

The Organizer is exempt from liability when it proves that the non‑performance or improper performance of the contract is attributable to the Customer, or results from an unforeseeable or unavoidable act of a third party, or from an event of force majeure or an accident.

In the event that the non‑performance or improper performance of the services included in the travel package is not of minor importance pursuant to Article 1455 of the Civil Code, the Customer may request, in addition to and independently of the termination of the contract, compensation for damages related to the vacation time wasted and the irretrievability of the lost opportunity.

Personal injury resulting from the non‑performance or improper performance of the services included in the travel package is compensable in accordance with the rules established by international conventions to which Italy or the European Union are parties, governing the individual services included in the travel package, as incorporated into Italian law.

The Organizer is responsible, within the scope of the duty of a prudent merchant, for the careful preparation of the trip, the accurate selection and supervision of service providers, as well as the accuracy of the description of the services offered as of the catalog’s publication date.

Minors may participate in a trip only if accompanied by a person who is legally responsible for them.

The Customer is responsible for ensuring that their own health condition, as well as that of any persons registered by them as participants in the trip, is suitable for the requirements of the trip, which in any case will be communicated to them before the conclusion of the contract.

LIMITS TO COMPENSATION

Compensation for damages owed by the Organizer for damages other than personal injury resulting from the non‑performance or improper performance of the services included in the travel package shall not exceed the limits established by the international conventions governing the services included in the travel package and by Articles 1783 and 1784 of the Civil Code.

In the event of loss or damage to luggage, the Organizer is liable only if it can be proven that such loss or damage was caused by the Organizer and if it is reported immediately after the incident. The Organizer assumes no responsibility for:

• items that are not normally carried in luggage;
• means of payment of any kind;
• superficial damage and damage to handles and wheels of the luggage;
• damage to luggage weighing over 20 kg.

The transport of Customers’ bicycles is allowed at their own risk — both during the trip and during transfers. The fixing structures on the trailer are set for the Organizer’s bicycles, so minor damage may occur to external bicycles, particularly to the paintwork. Therefore, the Organizer is not responsible for minor damage that occurs during transport. This limitation also applies to transport and tours provided by third parties.

BICYCLE AND SPORTS EQUIPMENT RENTAL

1. In the event of total breakdown, theft, loss, or damage, the Customer is obliged to compensate for the damage in the manner described in the rental agreement.
2. In the event of theft, the Customer is obliged to file a report with the competent law enforcement authorities.

COMPLAINTS

The Customer is required to raise any complaint regarding shortcomings in the performance of the contract by promptly submitting a complaint so that the Organizer, its local representative, or the tour leader can promptly remedy the situation.

Failure to submit a complaint may be taken into account for the purposes of Article 1227 of the Civil Code.

INSURANCES

If not expressly included in the trip price, it is advisable to take out insurance policies covering expenses arising from withdrawal or cancellation of the travel package, as well as accidents or luggage-related issues. It is also possible to take out an assistance contract that covers repatriation expenses in the event of accidents or illness.

In the event of insolvency, payments already made for travel services not subsequently provided are guaranteed by the Garanzia Viaggi S.r.l. guarantee fund, with certification no. A/79.6258/9/2025

DISPUTE RESOLUTION

Pursuant to Article 67, paragraph 2 of the Tourism Code, the Customer has the right to resort to voluntary or bilateral negotiation procedures or to the conciliation procedure before the arbitration or conciliation commissions established under Article 2, paragraph 4, letter a), of Law no. 29 of December 29, 1993, for the resolution of disputes between businesses and consumers concerning the provision of tourist services. 580.

In the conciliation procedure, Customers have the right to make use of consumer associations. This conciliation procedure is governed by Articles 140 and 141 of the Consumer Code (Legislative Decree no. 206 of September 6, 2005).

Pursuant to EU Regulation No. 524/2013, the Organizer informs the Customer acting as a consumer that a European platform for the online resolution of consumer disputes (the so‑called ODR platform) has been established. The ODR platform can be accessed at the following address: https://ec.europa.eu/consumers/odr/. The ODR platform serves as a point of access for consumers who wish to resolve disputes arising from online sales or service contracts out of court.

To this end, the Organizer’s email address is travel@rama1913.it.

If the dispute has not been resolved amicably, it may at any time be brought before the exclusive jurisdiction of the Court in whose district the Client has their domicile, if located within the territory of the State, in accordance with Article 66-bis of Legislative Decree no. 206/05; in the event that the Client does not have the status of a final consumer, it is agreed that any dispute, even in derogation of the rules relating to territorial jurisdiction, shall fall under the exclusive jurisdiction of the Court of Grosseto.

APPLICABLE LAW AND REFERENCE

This contract is governed by Italian law.

For anything not expressly provided for herein, the legal provisions applicable to the relationships and cases provided for in this contract shall apply and, in any case, the provisions of the Civil Code and the Tourism Code.

FINAL PROVISIONS

This contract repeals and replaces any previous agreement, understanding, negotiation, written or oral, between the parties concerning the subject matter of this contract.

The possible ineffectiveness of certain clauses does not affect the validity of the entire contract.

These general terms and conditions of sale have been drawn up in Italian and English. In the event of any difficulties in interpreting them, the parties agree that the Italian text shall be deemed authentic and effective.

INDIVIDUAL TOURIST SERVICES AND RELATED TOURIST SERVICES

Contracts covering only transport services, accommodation services or any other separate tourist service cannot be considered as travel arrangements or tourist packages, do not enjoy the protections provided for by the Tourism Code and are subject to the contractual conditions of the individual supplier. The service provider is responsible for the proper performance of the contract. In the case of linked travel arrangements, the traveller is protected by a refund scheme for payments received for services not provided due to the insolvency of the professional who collected the sums paid by the traveller. This protection does not provide for any refund in the event of the insolvency of the relevant service provider.

MANDATORY INFORMATION

Mandatory information pursuant to Article 17 of Law No. 38/2006:

Italian law punishes crimes related to prostitution and child pornography with imprisonment, even if they are committed abroad.

In the event of spelling, printing or calculation errors, we reserve the right to correct the offer.

All prices are quoted in Euro.

Pursuant to and for the purposes of Articles 1341 and 1342 of the Italian Civil Code, the Customer declares that they have carefully read the contract and expressly approve the following clauses: Art. 6 (Payments), Art. 9 (Customer’s rights in the event of withdrawal or cancellation of the tourist package), Art. 12 (Customer’s obligations), Art. 14 (Limitation of Liability), Art. 15 (Limits to Compensation), Art. 18 (Dispute Resolution), Art. 19 (Applicable Law and Referral).