3. Cancellation Policy

a. Cancellation by the customer

Last minute cancellations are a major hindrance to my business as they make it difficult to reschedule a tour at short notice. In order to ensure the viability of my business and to ensure efficient time management, the following conditions apply in the event of cancellation:

• More than 14 days before the visit: If the cancellation occurs more than 14 days before the date of the visit, the full amount paid will be refunded, except for an administrative fee of 5% of the total amount to cover bank and management fees.

• Between 7 and 14 days before the visit: In case of cancellation between 7 and 14 days before the date of the visit, 50% of the amount paid will be refunded. The remaining 50% will be retained as compensation for the loss of time and the reservation of the slot.

• Less than 7 days before the visit: If the cancellation occurs within 7 days before the visit, no amount will be refunded, whether for a partial or total reservation. Indeed, given the difficulty of finding a new client in such a short time, the total amount of the visit will be retained.

b. Cancellation by the tour guide

In the event that I am unable to provide the service due to force majeure (illness, unforeseen circumstances), I undertake to inform my clients as soon as possible. In this case, several options will be offered:

• Reservation on another date: If the client is available on another date, the visit will be rescheduled at no additional cost.

• Full Refund: If the client does not wish to reschedule the tour, a full refund will be issued.

4. Changes to the Reservation

• Change of date or time: Requests for change of date or time must be communicated at least 7 days before the date of the visit. Changes made after this deadline will be considered last minute cancellations, and therefore subject to the cancellation policy mentioned above.

• Changes in the number of participants: Changes in the number of participants must also be communicated at least 7 days in advance. An increase in the number of participants may result in an adjustment to the rate, based on the maximum group capacity. If the number of participants decreases, no refund will be made.

5. Exceptional Conditions (High Season Period)

During peak season bookings are extremely busy. Therefore I strongly advise my clients to confirm their booking as early as possible to avoid disappointment. The high demand during peak season also justifies the requirement of advance payment to reserve my time and ensure the smooth running of the tours. Any last minute cancellations during this period will have a significant financial impact on my business.

6. Dispute Resolution

In the event of a dispute, we will always favor an amicable and transparent solution. However, if a resolution cannot be found, mediation or conciliation will be considered.

7. Conclusion

This payment and cancellation policy is in place to protect my clients while preserving the integrity and viability of my business. It takes into account the specific nature of my work as a freelance tour guide and the challenges of managing reservations in a city as dynamic as Florence.

Thank you for your understanding and cooperation in ensuring a pleasant and professional experience in Florence. If you have any additional questions, please do not hesitate to contact me directly.