3. Cancellation Policy

a. Cancellation by the customer

Last-minute cancellations significantly harm my business, as they make it difficult to reschedule visits at short notice. To ensure the viability of my business and efficient time management, the following conditions apply in the event of a 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, less an administrative fee of 10% of the total amount to cover bank and management fees.

• Between 7 and 14 days before the visit: If you cancel between 7 and 14 days before the date of your visit, 50% of the amount paid will be refunded. The remaining 50% will be retained as compensation for lost time and the booking fee.

• Less than 7 days before the visit: If the cancellation occurs within 7 days of the visit, no refund will be issued, whether for a partial or full booking. Given the difficulty of finding a new client on such short notice, the full 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:

• Booking for another date: If the client is available on another date, the visit will be rescheduled at no extra cost.

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

4. Reservation Changes

• Change of date or time: Requests to change the date or time must be made 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 to the number of participants: Changes to the number of participants must be communicated at least 7 days in advance. An increase in the number of participants may result in a price adjustment, depending on the maximum group capacity. If the number of participants decreases, no refund will be issued.

5. Exceptional Conditions (High Season Period)

During peak season, bookings are in extremely high demand. Therefore, I strongly advise my clients to confirm their reservations as early as possible to avoid disappointment. The high demand during peak season also justifies the requirement for advance payment to reserve my time and ensure the smooth running of 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 prioritize an amicable and transparent solution. If, however, 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 bookings 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 further questions, please do not hesitate to contact me directly.