Terms of Service & Refund Policy

Welcome toExclusiveFlorence.it!

Before booking your unique Florentine adventure, please take a moment to read our terms.
They’re designed to be simple, fair, and transparent — just like our experiences.

1. What’s Included in Our “Personal Experience” Services

Our curated activities are designed for travelers seeking authentic, small-group experiences in Florence. You can choose from:

Guided Tours: Private walks with a passionate local guide, exploring artistic landmarks and artisan workshops.
Bespoke Lessons: Personalized learning experiences with expert artisans and instructors.
Personal Experiences: Hands-on workshops and cultural encounters where you can create your own exclusive Florentine souvenir.

All experiences are limited tosmall groups (max 6-8 people)for a more intimate and enjoyable time.

2. Booking and Payment

Reservations are made via our website or email.
Once we confirm your spot, we’ll send you a securepayment link via STRIPE.
Full payment is required upfrontto confirm your booking – no deposit needed.
Your booking is final once payment is received. You’ll get all the details by email.

3. Need to Cancel? No Worries

Cancelat least 24 hours beforeyour experience, and we’ll give you afull refund– no questions asked.
If you cancelless than 24 hours in advanceor don’t show up, we can’t offer a refund – the experience and guide will already be waiting for you.
Want toreschedule? Just email us — we’re happy to help if we can!

4. Refunds

If eligible, your refund will be sentto the same credit cardyou used to book.
Refunds are processedwithin 48 hoursof your cancellation notice.

5. Cancellations by ExclusiveFlorence

Sometimes, we may need to cancel due to:

Too few participants(minimum group size: 6 people)
Unexpected eventslike strikes, illness, or weather
If this happens, we’ll let you knowat least 24 hours in advanceand offer you afull refundright away.

6. Running Late or Can’t Make It?

If you’re running late, we’ll try to call or WhatsApp you.
If youdon’t arrive within 15 minutesof the scheduled start time, the experience is considered missed andnon-refundable.
That said, if something serious happened, let us know. When possible, we’ll offer an alternative date or activity.

7. Accessibility, Safety & Insurance

Our experiences involvewalking through the city, so participants should be able to walk a few kilometers.
We donot use headsets– guides speak directly to you, so please stay close and attentive.
Please note: wedo not provide inurance coveragefor accidents, injury, or personal loss during the experience. We recommend travel insurance.

8. Invoicing

We’re happy to issue an invoice — just let us know at the time of booking.
Your invoice will be emailedwithin 72 hours after the experience takes place.

9. Contacts

For any questions or support, contact us:

📧 Email:info@exclusiveflorence.it
☎ Phone: +39 338 709 7456
🏛 Legal Address: EAS srl for Exclusive Florence Experience | Via del Pantano 40, 52100 Arezzo, Italy | p.i. IT02197590512
📨 PEC (for Italy-based clients):easervicesrl@pec.it

10. Your Rights as a Consumer (EU Regulations)

If you are a resident of theEuropean Union, you are entitled to transparent information and fair terms under theEU Consumer Rights Directive (2011/83/EU).

Please note that:

Our services are considered“leisure activities with a specific date”, and under Article 16 of the directive,the right of withdrawal (14-day cooling-off period) does not applyonce the booking is confirmed.
However, our24-hour cancellation policyensures that you still have flexibility and protection.
We always act in line withRegulation (EU) 2018/302on non-discrimination based on nationality or residence. Everyone pays the same price and enjoys the same conditions.