General Terms and Conditions of Sale for Travel Packages

Activities organized 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 Organizer),

• Tax Code/VAT No.: 00081900532,
• Registered office at Via Trieste, 4 – 58100 Grosseto (GR),
• Registered in the Companies Register of the Chamber of Commerce of Grosseto, REA registration No.: GR – 1857
• Liability Insurance: REVO Specialty LiabilityXTravel Agencies No. OX00047094
• Guarantee fund: Garanzia Viaggi S.r.l., certificate No. A/79.6258/9/2025

shall be considered package travel pursuant to Legislative Decree No. 62/2018, even if lasting only one day, where they include at least two of the following services: Transport; Accommodation services; Additional tourist services (e.g. guided tours, admissions, tastings, etc.)

SUBJECT OF THE CONTRACT

These general terms and conditions govern the sale of package travel between the Travel Organizer and the tourist, who expressly declares that the purchase is made for purposes that do not fall within the scope of his or her commercial, industrial, artisanal or professional activity (hereinafter referred to as the “Customer”).

LEGAL SOURCES

The sale of package travel, concerning services to be provided both within the national territory 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 relating to the Travel Contract (CCV) of 23 April 1970, pursuant to Article 3, paragraph 2 of the Tourism Code and only insofar as applicable.

DEFINITION OF PACKAGE TRAVEL

Pursuant to Article 34 of the Tourism Code, package travel concerns trips, holidays, all-inclusive tours and cruises resulting from the combination of at least two of the elements listed below, sold or offered for sale at an all-inclusive price:

1. transport;
2. accommodation;
3. tourist services not ancillary to transport or accommodation 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 package travel.

DEFINITIONS

For the purposes of these general terms and conditions:

1. “Travel Organizer”: the entity that undertakes, in its own name and for an all-inclusive consideration, to procure package travel for third parties, by creating the combination of elements referred to in Article 3 above, or by offering the tourist, including through a means of distance communication, the possibility of independently creating and purchasing such combination;
2. “intermediary”: the entity that, even on a non-professional basis and without profit-making purpose, sells, or undertakes to procure for third parties, package travel arranged pursuant to Article 3 above for an all-inclusive consideration, or individual unbundled tourist services;
3. “tourist”: the purchaser, the transferee of a package travel contract or any person to be named, provided that all the conditions required for the use of the service are met, on whose behalf the main contracting party undertakes to purchase, without remuneration, a package travel.

INFORMATION OBLIGATIONS AND TECHNICAL DATA SHEET

The Organizer is required to prepare, in the catalogue or in the off-catalogue programme, a technical data sheet containing the following elements:

1. Organization: R.A.M.A. S.P.A., Tax Code/VAT No.: 00081900532, with REGISTERED OFFICE at Via Trieste, 4 – 58100 Grosseto (GR)
2. SUAP authorization from the Municipality of Grosseto 00081900532-05062025-0859
3. Civil liability insurance policy No. OX00047094 entered into with REVO Specialty LiabilityXTravel Agencies
4. The catalogue or off-catalogue programme is valid for the period indicated.
5. The parameters and criteria for adjustment of the travel price are set out in Article 8 of these general terms and conditions.
6. The procedures and conditions for substitution of the Customer are governed by Article 12 of these general terms and conditions.

The company informs the data subjects that certain processing of personal data carried out during the performance of contractual obligations may be shared pursuant to Article 26 of the GDPR. Where two or more controllers jointly determine the purposes and means of the processing, they shall be joint controllers. They shall determine in a transparent manner, by means of an internal arrangement, their respective responsibilities for compliance with the obligations arising from this Regulation, in particular as regards the exercise of the rights of the data subject. The essential content of the arrangement shall be made available to the data subject on the website.

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

BOOKINGS AND CONCLUSION OF THE CONTRACT

The booking request must be made on the appropriate contractual form, where applicable in electronic format, completed in all its parts and signed by the Customer, who shall receive a copy thereof. Acceptance of the booking shall be deemed completed, with the consequent conclusion of the contract, only when the Organizer sends the relevant confirmation to the Customer, including by electronic means.

The booking confirmation contains the following elements:

• names of the groups or customers
• arrival and departure date
• number and type of rooms booked
• description of the package services, as well as content and type of the booked services
• description of the accommodation
• prices
• supplements and reductions.

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

Before departure, the Organizer shall provide the Customer with the information relating to the package travel not contained in the contractual documents, brochures or other written communication media, as provided for by 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 notify the Customer in writing of the non-existence of the right of withdrawal provided for by Articles 64 et seq. of the Consumer Code (Legislative Decree No. 206/2005).

All prices are in Euro or in the indicated currency and include value added tax as provided by law. Ancillary agreements and amendments to the concluded travel contract require written confirmation by the Organizer.

For the purposes of these general terms and conditions, the relevant communications shall be sent to the Customer at the address provided by the Customer at the time of booking. Such communications shall be deemed known to the Customer if correctly sent to the above e-mail address.

PAYMENTS

After conclusion of the contract, the Customer shall pay, by way of confirmatory deposit, 30 (thirty) per cent of the total travel price.

The effects provided for in Article 1385 of the Italian Civil Code shall not apply where the Customer’s withdrawal results from a supervening cause not attributable to the Customer, where the withdrawal is justified by serious breach by the other contracting party, or where 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) per cent of the travel price must be paid, without further payment reminder, no later than 30 (thirty) days before the start of the trip or, for boat trips, no later than 50 (fifty) days before the start of the trip. In the case of bookings made within 30 (thirty) days prior to the start of the trip, the price must be paid immediately in a single payment.

Payments for package travel must be made by credit card (where the option is active on the selected tour page) or by bank transfer made out to

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

Once the bank transfer has been made, the Customer is requested to send a copy of the proof of payment of the package travel in PDF format by e-mail to travel@rama1913.it or, for payment of the environmental guide service or bicycle rental service, again in PDF format, to info@hakunamatataoutdoor.com

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

Once payment of the total amount has been made, the necessary travel documents shall be sent to the Customer by e-mail no later than 2 (two) weeks before the start of the trip.

Any change to the booking requested by the Customer after confirmation thereof shall entail an administrative charge of € 50.00.

In the event of breach of the above payment and/or communication procedures – where this is not attributable to force majeure – the Organizer shall be entitled to terminate this contract immediately and without notice pursuant to Article 1456 of the Italian Civil Code by means of simple written notice, without prejudice in any event to the right to damages.

PRICE

The price of the package travel is determined in the contract, with reference to what is stated on the website, in the catalogue or in the off-catalogue programme and to any subsequent updates to those catalogues or off-catalogue programmes. It may be revised up to 20 (twenty) days before departure and only as a consequence of:

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

For such variations, reference shall be made to the exchange rates and the above costs in force on the date of publication of the programme as stated in the catalogue or on the date stated in any of the above-mentioned updates.

The upward revision may in no case exceed 8 (eight) per cent of the original price.

Where the price increase exceeds 8 (eight) per cent, the Customer may withdraw from the contract, with reimbursement of the sums already paid to the Organizer.

CHANGES TO THE PACKAGE TRAVEL

CHANGES TO THE PACKAGE TRAVEL BEFORE DEPARTURE

If the Organizer needs to significantly modify one or more elements of the contract before departure, it shall immediately notify the Customer in writing, indicating the type of modification and the resulting price variation, pursuant to Article 8.

If the Customer does not accept such proposed modification, he or she may withdraw without payment of penalties and shall be entitled to what is provided for in Article 42 of the Tourism Code.

The Customer must communicate his or her choice to the Organizer within 2 (two) working days from the time the notice of modification is received. Failing such communication within the above term, the modification shall be deemed accepted.

CHANGES TO THE PACKAGE TRAVEL AFTER DEPARTURE

When an essential part of the services provided for in the contract cannot be performed after departure, the Organizer shall prepare adequate alternative solutions for the continuation of the planned trip, without any additional costs whatsoever for the Customer, or shall reimburse the Customer within the limits of the difference between the services originally provided for and those actually performed.

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

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

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

1. to take advantage of another package travel of equivalent or higher quality without additional price, or of a package travel of lower quality with reimbursement of the difference in price;
2. to reimbursement of the sum of money already paid, within 14 (fourteen) working days from the 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 quantified as follows:

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

IN THE EVENT OF CUSTOMER WITHDRAWAL FROM BOAT TRIPS

In the event of Customer 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 travel price plus any non-refundable costs incurred (such as museum tickets and other service costs);
2. Withdrawal from 49 to 40 days before the start of the trip: 50% of the total travel price;
3. Withdrawal from 39 to 30 days before the start of the trip: 60% of the total travel price;
4. Withdrawal from 29 to 20 days before the start of the trip: 80% of the total travel price;
5. Withdrawal from the 19th day before the start of the trip or interruption of the trip already started: 100% of the total travel price.

Cancellations must be requested by e-mail.

TRANSFER OF THE CONTRACT – CONTRACTUAL CHANGES REQUESTED BY THE CUSTOMER

The Customer may substitute a third party for himself or herself in the rights and obligations arising from the contract, provided that:

1. a) such third party satisfies all the conditions for the use of the service;
2. b) the Customer gives written notice to the Organizer or intermediary, no later than 7 days before departure, that he or she is unable to use the package travel and provides the details of the third party.

The Customer and the third party shall be jointly and severally liable for payment of the price and any additional costs arising from the transfer.

Any requests by the Customer to amend the travel contract (including, by way of example, change of booking to another date, period, substitution of the Customer, etc.) – which are not binding on the Organizer – are permitted up to 28 days before the departure of the tour and require a fee of Euro 50.00 for each type of change. Thereafter, the cancellation policies pursuant to Article 11 of these general terms and conditions shall apply. Each booking is subject to change depending on the case and conditions. The Customer shall have no right to compensation. A change from one tour to another is only possible through cancellation of the original tour (subject to the cancellation policies) and a new booking.

OBLIGATIONS OF THE CUSTOMER

• The Customer, as well as the persons registered by the Customer as participants in the trip, must be in possession of a valid passport or other valid travel document for all countries included in the travel itinerary, as well as any residence and transit visas and health certificates that may be required. Prior to the trip, they must also ensure that they are in possession of any necessary vaccination certificates and medical reports.
• Customers must also comply with the rules of ordinary prudence and diligence and with the specific rules in force in the destination countries, all information provided to them by the Organizer or intermediary, as well as the regulations and administrative or legislative provisions relating to the package travel.
• Customers shall be liable for all damages that the Organizer or intermediary may suffer also as a result of failure to comply with the above obligations.
• The Customer is required to provide the Organizer with all documents, information and elements in his or her possession useful for the exercise of the latter’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 travel arrangements.
• The Customer is always required to inform the Organizer of any specific needs or conditions (such as pregnancy, food intolerances, disabilities, etc.) and to expressly specify the request for related customized services

HOTEL CLASSIFICATION

The official classification of hotel facilities is provided on the website, in the catalogue or in other informative material on the basis of the indications of the competent authorities of the country in which the service is provided.

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 catalogue, programme or other informative 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 shall be liable for damages suffered by the Customer in the event of failure to perform or improper performance of the services contractually due, whether such services are performed personally by the Organizer or provided by third parties, in accordance with the provisions set out below.

The Organizer shall be exempt from liability where it proves that the failure to perform or improper performance of the contract is attributable to the Customer or derives from the act of an unforeseeable or unavoidable third party, or from an accidental event or force majeure.

Where the non-performance or improper performance of the services forming part of the package travel is not of minor importance pursuant to Article 1455 of the Italian Civil Code, the Customer may claim, in addition to and independently of termination of the contract, compensation for damage relating to the vacation time uselessly spent and the irretrievable loss of the opportunity.

Damage to the person resulting from non-performance or improper performance of the services forming part of the package travel shall be compensated according to the rules laid down by the international conventions to which Italy or the European Union is party, which govern the individual services forming part of the package travel, as implemented in Italian law.

The Organizer shall be liable, within the scope of the responsibility of a diligent merchant, for the diligent preparation of the trip, the careful selection and supervision of service providers, as well as the accuracy of the description of the services as of the catalogue printing date.

Minors may participate in a trip only if accompanied by a legally responsible person.

The Customer shall be responsible for ensuring that his or her state of health, as well as that of the persons registered by the Customer as participants in the trip, is suitable for the requirements of the trip, which shall in any case be communicated prior to conclusion of the contract.

LIMITS TO COMPENSATION

Compensation due by the Organizer for damage other than personal injury resulting from non-performance or improper performance of the services forming part of the package travel may not exceed the limits provided for by the international conventions governing the services forming part of the package travel and by Articles 1783 and 1784 of the Italian Civil Code.

In the event of loss of or damage to baggage, the Organizer shall be liable only if it can be shown that such loss or damage was caused by the Organizer and if it is reported immediately after the event. The Organizer accepts no liability for:

• items not usually carried in baggage;
• means of payment of any kind;
• superficial damage and damage to baggage handles and wheels;
• damage to baggage weighing more than 20 kg.

The transport of Customers’ bicycles is permitted only at the Customers’ own risk – both during the trip and during transfers. The trailer fastening systems are set for the Organizer’s bicycles, therefore external bicycles may suffer minor damage, particularly to paintwork. Accordingly, the Organizer shall not be liable for minor damage occurring during transport. This limitation also applies to transport and tours by third parties.

Bicycle rental and sports equipment rental

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

COMPLAINTS

The Customer is required to contest any failure in the performance of the contract by promptly submitting a complaint, so that the Organizer, its local representative or the tour leader may remedy it without delay.

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

INSURANCE

Unless expressly included in the travel price, it is advisable to take out insurance policies against expenses arising from withdrawal from or cancellation of the package travel, as well as against accidents or in relation to baggage. It shall also be possible to enter into an assistance contract covering repatriation expenses in the event of accidents and illness.

In the event of insolvency, payments already made for travel services subsequently not performed are guaranteed by the guarantee fund Garanzia Viaggi S.r.l., certificate 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 joint negotiation procedures or to conciliation proceedings before arbitration or conciliation commissions for the resolution of disputes between businesses and consumers relating to the provision of tourist services established pursuant to Article 2, paragraph 4, letter a), of Law No. 580 of 29 December 1993.

In the conciliation procedure, Customers may avail themselves of consumer associations. Such conciliation procedure is governed by Articles 140 and 141 of the Consumer Code (Legislative Decree No. 206 of 6 September 2005).

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

For this purpose, the Organizer’s e-mail address is travel@rama1913.it

Should the dispute not be resolved amicably, it may at any time be brought under the exclusive jurisdiction of the court in whose district the Customer has his or her domicile, if located within the territory of the State, pursuant to Article 66-bis of Legislative Decree No. 206/05; where the Customer does not qualify as a final consumer, it is agreed that any dispute, even by way of derogation from the rules on 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 all matters not expressly provided for herein, the legal provisions applicable to the relationships and cases provided for in this contract shall apply and, in any event, the provisions of the Italian Civil Code and the Tourism Code.

FINAL PROVISIONS

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

Any invalidity of certain clauses shall not affect the validity of the entire contract.

These general terms and conditions of sale have been drafted in Italian and English. Should any difficulty of interpretation arise, the parties agree that the Italian text shall be deemed authentic and effective.

INDIVIDUAL TOURIST SERVICES AND LINKED TRAVEL SERVICES

Contracts concerning the offer of only the transport service, only the accommodation service, or any other separate tourist service cannot be classified as a travel organization contract or package travel, do not benefit from the protections provided by the Tourism Code, and the contractual conditions of the individual supplier shall apply. Responsibility for the correct performance of the contract lies with the service provider. In the event of booking linked travel services, the traveler benefits from protection intended to reimburse payments received for services not provided due to the insolvency of the professional who collected the sums paid by the traveler. Such protection does not provide any reimbursement in the event of insolvency of the relevant service provider.

MANDATORY INFORMATION

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

Italian law punishes with imprisonment offences relating to child prostitution and child pornography, even when such offences are committed abroad.

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

All prices are expressed in Euro.

Pursuant to and for the purposes of Articles 1341 and 1342 of the Italian Civil Code, the Customer declares to have carefully read the contract and expressly approves the following clauses: art. 6 (Payments), art. 9 (Customer’s rights in case of withdrawal from or cancellation of the package travel), art. 12 (Obligations of the Customer), art. 14 (Limitation of liability), art. 15 (Limits to compensation), art. 18 (Dispute resolution), art. 19 (Applicable law and reference).