Booking Terms & Conditions


How to Book | Travelling with Children | Payment for Airfares & Taxes | Amendments | Cancellation | How to Book Villas & Apartments | Cancellation for Villas & Apartments | Extra Services | Hotels, Resorts & B&B's | Car Rental | Rail Tickets & Passes | Short Tours & Sightseeing Excursions | Cooking Courses & Walking Tours | Weddings, Anniversaries & Special Occassions | Travel Insurance | Selling Prices | Payments | Third Party Bookings | Vouchers | Property Details & Directions | Passport & Photograph Identification | Visas | Frequent Flyer Memberships | Health Requirements | Health & Vaccinations | Allergies | Medical and/or Physical Disabilities | Department of Foreign Affairs & Trade | Luggage | Acceptance of Booking | Rescheduling | Responsibility | Consumer Protection
   

HOW TO BOOK

Quotation Fee: A non- refundable quotation fee applies to all tailor-made itineraries, and for more than one standard itinerary. If you proceed with a booking through us, this fee is a contributed towards your booking fee.

Tailor-made itinerary: This itinerary applies to extensive customized planning and research for multiple services required for travel to all national and international destinations.

Standard itinerary: This itinerary applies where minimal planning is required to all national and international destinations. e.g., return flight, accommodation, transfers, and day excursions.

Booking Fee: A non-refundable booking fee applies per person to all bookings with Ciao Travel. The booking fee covers all consulting, administration and the time required to research and process you’re booking and prepare final documentation. Ciao Travel must receive the signed ‘Booking Form’ and the ‘Booking Fee’ before your booking is processed. The signed ‘Booking Form’ and ‘Booking Fee’ assumes that you have read our Terms and Conditions.  The Booking Form assists us with entering your correct personal information and requirements for all reservations made on your behalf.

Deposits: All deposits required by service suppliers booked through Ciao Travel to hold your arrangements are non-refundable and required within 7 days of confirmation, unless advised otherwise. Failure to pay the requested deposits will result in cancellation of the arrangements held.

Final Payment: Ciao Travel must receive the balance not less than 45 days before your departure, unless stated otherwise on your invoice, as in some cases the full payment is required on confirmation. The balance of land arrangements required by participating suppliers is required no later than their stated time before travel.

Late Bookings: For all bookings made within 45 days, full payment is required on confirmation. We charge a supplement fee for all late bookings to cover all extra work required in confirming arrangements and documentation within this period and this shall apply to other participating suppliers.

 

TRAVELLING WITH CHILDREN

When travelling with children it is important to advise their date of birth, as their correct age is required by airlines and other services for them to be eligible for any related discounts. Children’s ages vary with different companies for the service being provided, in some cases child discounts do not apply. In some hotels, they operate a child policy in room configuration and meal plans. The condition required by other suppliers in relation to child age policies and regulations is out of Ciao Travels control. Please advise at the time of booking any extra requests required to assist in your child’s comfort whilst on holiday. i.e. baby cot, highchair, extra bedding, car baby capsules and buster seats, special meals and babysitting services. Special requests cannot always be guaranteed, however the information will be submitted to the participating supplier for assistance.

 

PAYMENT FOR AIRFARES & TAXES

All airfares, including taxes, which are 'instant purchase’ must be paid (clear funds) on the same day or the day prior to making the reservation. All other airfare types, including taxes, must be paid (clear funds) within 7 days of making the reservation. The strict conditions for payment applied by the airlines on airfares and taxes pose cancellation fees ranging anywhere from 10% -100% (non-refundable), depending on the rules of the fare purchased. Government taxes also apply to all airfares and are subject to change without notice by currency fluctuation and fuel surcharges.  Ciao Travel reserves the right to pass on all new charges to the purchasing client.  Flight schedules are subject to change at any time and these circumstances are out Ciao Travel control.

When booking an air-ticket, it is important to advise your name as documented on your current passport. Failure to do so could result in the cancellation of your ticket with no refund. It is also important to advise your age at the time of travel to be eligible for certain airfares.

AMENDMENTS Ciao Travel and the participating service suppliers apply amendments fees to arrangements changed once the deposit or final balance is paid and booking is processed. No fee applies for the first land amendment with Ciao Travel or to extend an existing booking, providing other service suppliers do not charge a fee. If other service suppliers charge an amendment fee this will be passed on by Ciao Travel to you the client.

CANCELLATION Pre-departure: All amendments or cancellations will be acknowledged once they are advised to Ciao Travel in writing. Cancellation fees will apply and be reserved by Ciao Travel and the participating service supplier. Cancellation fees charged would depend on the duration before participation of the service, therefore, a 100% cancellation fee shall apply for all cancellation made within 45 days unless advised otherwise. After departure: For any services you are unable to attend due to unforeseen circumstances it is your responsibility to cancel direct with the service supplier and obtain written proof from them of your cancellation date and reasoning. Proof of your cancellation will also apply when your travel arrangements are either delayed or cancelled; due to unforeseen circumstances, and is totally out of your control. It is your responsibility to make contact with the supplier and cancel.

Ciao Travel takes NO responsibility for any cancellations and amendments you make directly with these services, regardless whether written proof is given. (Services – accommodation, car hire, rail, bus, tours, transfers, excursions, cruises activities and meals. 

 NO SHOW for any service booked with Ciao Travel will incur a 100% cancellation penalty fee charged by the participating service supplier. Early departure after check-in at a hotel incurs a 100% penalty of remaining unused days. This will be at the service supplier’s discretion and totally out of Ciao Travel’s control. Ciao Travel shall also administer amendments and cancellation fees to bookings made on behalf of the client with a third party provided to Ciao Travel by the client. (Refer to Third Party) Refunds: A written application for refunds is required, supported by the original documentation, and proof of cancellation no later than one month after the date of the service, or unless otherwise stated by the service provider. There is no guarantee of refunds.

Ciao Travel does not authorise employees of any Ciao Travel supplier to promise refunds to clients, refunds can only be authorized and approved by Ciao Travel. 

 

 HOW TO BOOK VILLAS AND APARTMENTS

Bookings: Bookings for Villas and Apartments are from Saturday to Saturday. Some properties will allow shorter durations outside the peak period of 01 June to 20 September. To make a booking for an apartment or villa you can only hold an option for 3 days (2 days June-September) then a 25% deposit is required. Please advise all requests for additional requirements (bed, baby-bed, ground floor, etc.) at the same time as making your reservation. The full balance is due on or before 60 days prior the start of rental. S

Security deposit: On arrival the client must pay the owner or representative a security deposit in local currency. The amount required for the security deposit will be advised at the time of booking, and this amount will be refunded at the end of the holiday, less any charges or charges for any loss or damage to the property.

Cleaning: The properties are clean and tidied for every client. Not all villas and apartments are cleaned every day, therefore a final cleaning charge is to be paid directly to the owner or representative in local currency. The removal of rubbish is also the responsibility of the client. If this is not taken care of, the owner or representative will charge a fee. 

ADDITIONAL CHARGES

Linen: All houses are equipped with bed, bath and kitchen linen with weekly change. Additional charges for extra linen will apply. Towels for the swimming pool and beach are rarely provided, therefore it is suggested you bring your own.

Heating, Electricity and Gas: For each villa or apartment rented the heating, electricity and gas charges are to be paid directly to the owner or representative in local currency. The estimated costs of these additional charges will be advised to you, based on the season you are staying at your chosen property. Please note, the local authority of that region, even if included in the rental cost, governs the use of the central heating. They will determine the months it can be used, the duration of time per day and the cost. Telephone: Any telephone expenses are to be paid directly to the owner or his/her representative upon departure.

Arrivals and departures: Apart from the exceptions of some properties, which will be advised on the documentation, arrival must take place on a Saturday between 5:00 pm and 8:00 pm. Departures must take place on Saturday between 8:00 am and 10:00 am.

Key collection and directions: Key collection details will be provided in your final documentation. On returning the keys to the owner or representative, they will take time to inspect the condition of the property.

CANCELLATION FOR VILLAS & APARTMENTS

The cancellation policy here applies to Ciao Travels Villas and Apartments for Best Italian Houses. For all other properties represented by Ciao Travel’s, amendment and cancellation fees apply.

  • 15% if the cancellation is 60 days or more before the start of rental period.
  • 25% between 59-43 days before rental commencement.
  • 75% between 42-30 days before rental commencement.
  • 100% between 30 days to the day of rental commencement.

Where other suppliers are involved, cancellation fees apply as per their policies and this will vary depending on the duration before participation of their service. Cancellation for all services after the confirmed departure date or failure to show for any service booked will incur a 100% penalty fee. All cancellations or amendments for services booked for you by Ciao Travel must take place in Australia.

There will be NO responsibility taken for any cancellations and amendments you make directly with these services, regardless whether written proof is given. (Services – accommodation, car hire, rail, bus, tours, transfers, excursions, cruises activities and meals.) Ciao Travel shall also administer amendments and cancellation fees to bookings made on behalf of the client with a third party provided to Ciao Travel by the client. (Refer to Third Party Bookings below.)

EXTRA SERVICES Ciao Travel rates are available only when booked and paid in advance of your departure. Should you wish to obtain extra hotel nights, car hire days, etc. whilst on holiday, the cost is likely to be at the normal published rate and must be booked and paid direct with the service provider. Ciao Travel, its agents and any tour operator or provider of a service is not liable for any changes, fees or costs not included in the service offered, and any additional costs are the responsibility of the client.

HOTELS, RESORTS & B&B All accommodation star ratings are according to the classifications approved by the Local Authorities of each region or country and therefore, comparisons of hotel standards within different countries, indicated by star ratings, are best avoided.

Hotel arrivals and departures: Hotel check-in is usually between 1pm to 3 pm. If you wish to check in earlier Ciao Travel suggest that you pre-book your accommodation, from the night before the morning of arrival. Check out time is between 10am and 11am.

Hotel, Resort, B&BS, Villa and Apartment bedding configuration applies: A single room can be a single bed in a small room or double or twin bed arrangement, depending upon the hotel. A double room can be a double or queen size bed or two twin beds pushed together. A twin bedded room can be a room with twin beds or one double bed with an additional bed, which can also apply to a triple room. A quad room can be a double bed with a single bed and a rollaway bed or a double bed with two rollaway beds.

Interconnecting rooms: Interconnecting rooms cannot always be guaranteed, as often the hotels’ are heritage buildings where the structuring does not allow for this type of facility. Specific room types and specific bedding arrangements cannot be guaranteed and are subject to the property’s availability at the time of check-in.

Steps: Steps are common in Italy and most other countries, however, lifts are not always available, once again due to the structuring of the building in which the hotel or apartment resides. Steps, and often many of them, are apparent outside also, especially in hill and cliff side villages, so make sure you have good supportive walking shoes. In addition, if you have a medical problem where steps may be an issue, this is a point to consider when choosing the destination. We can make a room request for ground floor, however one cannot guarantee it.

Swimming Pools and Beach Facilities: Hotel swimming pools are for the use of guests, however some hotels allow local people to pay a fee to swim in the pools during peak season. Swimming caps are usually required, it is best to pack your own, as they cannot be guaranteed for purchased close by your swimming location.

Free Hotel Pool & Beach Facilities: If the hotel indicates free beach facilities, this signifies that a deckchair is provided for each person, together with a place under an umbrella. During peak season, different parties may be approached by the hotel and asked to share the same beach umbrella.

Noise: Noise in hotels can be a factor of location; older buildings not having soundproofing; and marble floors can tend to exaggerate noise if they are without carpets. These problems can be present in most places in the world. Make sure you read the property description carefully to help you make your choice for a quieter location.

 CAR RENTAL

Once a vehicle is collected from the rental depot, no refunds will be given for any unused car rental days. Car rental prices do not included fuel, oil, extra charges for additional drivers, or young driver surcharges, airport and/or railway station pickup surcharges, one way fees, unless specified. Additional items such as roof racks and baby seats must be reserved at the time of booking. By law, in certain countries, children up to the age of 4 year must have baby/child seating. Upon collection, a refundable security deposit by credit card is required to cover unauthorised rental extension and petrol deposit. You are liable for petrol charges if you do not return the vehicle with a full tank of petrol. For leasing a vehicle, as opposed to hiring, full details of the rental conditions will be provided with the quote. Car hire companies advise that they require the drive to present and International Driver’s License when collecting the vehicle, these are obtainable through your local RACV shop.

RAIL TICKETS & PASSES

Strict conditions apply to all rail tickets, passes and tours purchased for all destinations. In the case of refunds for completely unused tickets and passes, this will be at the discretion of the rail company in relation to the rules and conditions of the ticket or pass purchased. A request for a possible refund must be made through the office of purchase within 60 days or the specified period related to the fare purchased, after the train departure date. The tickets must be unused and stamped UNUSED even during a strike. The rail company may charge a cancellation fee. 

GIFT REGISTRY

Special Occasion Gift Registry Vouchers can be arranged over the telephone or via email on our website via contact page only. On receiving payment of gift contribution we shall either email or post payment receipt and gift voucher, to be place in card or gift for those celebrating. The gift voucher is valid for booking up to twelve months from the celebration date, and we would prefer that the booking is made within this time, even if the travel date is outside the twelve month validity period. The booking duration maybe extended depending on proof of a valid and necessary situation.

The voucher must be used for travel services only, and is not refundable for cash value. The voucher is non-transferable to any other participant. To comply with the Privacy Act we are unable to disclose the gift value, if requested by the person purchasing the voucher. Please note that booking fees, taxes, services charges and the booking terms and conditions apply as mentioned above.

SHORT TOURS & SIGHTSEEING EXCURSIONS

A 50% - 100% deposit per person is required to book and secure a reservation for all Ciao Travel tours, excursions and sightseeing prior departure from Australia, unless otherwise requested by the service supplier. The balance is required 45 days prior departure from Australia, unless advised otherwise.

COOKING COURSES & WALKING TOURS

A 50%-100% deposit per person is required to book and secure a reservation for all Ciao Travel Cookery Classes, Walking Tours or other activity tours, unless otherwise requested by the service supplier. The balance is required 60 days prior departure from Australia.

WEDDINGS, ANNIVERSARIES & SPECIAL OCCASIONS

Ciao Travel considers each wedding, anniversary, special birthday or other special occasions arranged with us, is individual and therefore uniquely tailored to the requirements of the client. The chosen service supplier to host the occasion will provide a detailed quote and their booking conditions. Ciao Travel administers a separate booking fee for special occasions; therefore, the other booking fees do not apply to the arrangement made for these occasions.

 TRAVEL INSURANCE

Comprehensive travel insurance is highly recommended for your peace of mind and protection whilst on holiday and best considered at the same time of paying your first deposit. We can offer you Travel Insurance designed specifically for worldwide and Australian domestic travel. It is important when purchasing travel insurance that you choose a policy that adequately covers you for all essential requirements.

SELLING PRICES All quoted rates and prices are in Australian dollars. All costs are subject to alteration at any time due to currency fluctuations. 

PAYMENTS

Credit Card:

A credit card administration fee of 1.5% applies to all payments made on Visa or MasterCard. 

We do not accept American Express and Diners Card, however if your holiday is booked with a supplier who accepts these cards for payment, we shall assist with this arrangement.

Cheque: If paying by cheque please allow three full working days before the payment is due for the bank clearance.

Cash: Cash payments are welcome, however, for amounts under $3000.00.

Direct Deposit: For making a direct payment into our bank account allow two full working days before the specified payment date for bank clearance.

  • Ciao Travel Bank Account - Bendigo Bank
  • Account Number 134807304
  • BSB: 633000

THIRD PARTY BOOKINGS

Regarding third party products, services and prices found and booked directly by the clients online, it is the client’s own responsibility if he/she wishes to commit to the service provided by that party.

The client is entirely liable for booking directly, for the type of service provided, changes made, or financial losses incurred by these parties resulting in cancellation or non-supply of their booking.

Ciao Travel accepts No liability for bookings made by an individual(s) and the booking is undertaken at the individual’s own risk.

Should Ciao Travel choose to assist you with booking a third party product, all the above will still apply. An additional booking fee will apply to cover communication time and costs. (Third party applies to self-researched website services and other services.)

Note that Travel Insurance does not cover you for disappointment, so the risk of booking the unknown is your own.

VOUCHERS

Documentation shall be presented to you upon Ciao Travel receiving full payment for your trip. Delivery of travel documents shall be released to you the client/clients mentioned on the booking form who are 18 years and over, unless we are advised in person or in writing by the client/clients on the form. Once you have received vouchers, it is your responsibility to make sure they are handled with the utmost care. All vouchers and tickets are non-transferable. The vouchers must be presented to each hotel/tour operator/service provider on your arrival or before the service commences, to avoid being charged again. In the event of any delay whilst you are travelling which is going to affect reservations or arrangements anywhere, it is your responsibility to notify the service providers and tour operators.

 PROPERTY DETAILS AND DIRECTIONS

For all the properties and tours listed by Ciao Travel, in respect to the arrangement confirmed between Ciao Travel and our service providers in Italy, Europe, Britain and other world destinations, the property directions will only be provided to you once full payment is made and final documentation is issued.

PASSPORT AND PHOTOGRAPH IDENTIFICATION

Passports are required for all persons travelling into and out of Australia. Please make sure your passport is valid for a minimum of six months after your return to Australia. For Australian domestic air travel, photo identification with either your current Drivers Licence or Passport is required for all check in procedures. If you cannot meet these requirements, please contact the operating carrier about possible alternatives.

We recommend you to register with Smart Traveller before you leave home, in case of an emergency the government will be able to account for your whereabouts. www.smartraveller.com

VISAS

Entry visas are required for entry into certain countries and these must be obtained before arrival into that country these visas will also stipulate the validity of the visa before entry and the duration of stay. It is your responsibility to ensure you are fully informed of the visa requirements before you confirm a reservation, as visas can take some time to obtain. Obtaining visas and the cost is your own responsibility. Re-Entry visas are required for all those travelling on a passport other than an Australian passport. It is your responsibility to check and obtain this visa before committing to a reservation.

FREQUENT FLYER MEMBERSHIPS

If you are a frequent flyer member of a preferred airline please advise your number at the time of making your reservation. Please be aware that airfares may or may not attract frequent flyer points; this decision rests with the airline only. Please keep all tickets and boarding passes for verification upon your return, as it is your responsibility to follow up accrued points with the airline concerned. 

HEALTH REQUIREMENTS

Please note it is your own responsibility to meet any health requirements that may apply to some or all planned destinations. Failure to disclose a health condition may result in refusal of entry on arrival. Some countries require proof of vaccinations on arrival to grant entry into their country.

HEALTH AND VACCINATIONS

We strongly recommend you check with your medical practitioner or the Travel Medical Vaccination Centre for the latest requirements for the countries you will be visiting.  We recommend you carry a letter from your medical practitioner listing all prescribed drugs, medications and medical paraphernalia to be used by you. Failure to do so may result in confiscation of you medicines by Customs. Your medical practitioner will advise you on this.

 ALLERGIES

Please inform Ciao Travel if you have any food allergies that may cause severe illness or an anaphylactic reaction, in order to assist you in the preparation for your holiday. At your request, Ciao Travel can advise the service suppliers providing the service so they are aware of your situation. Thereby minimizing any possible risk, however, Ciao Travel cannot guarantee an emergency arising. Please see our ‘Links’ for support companies that assist to make travel easier for those with allergies and Diabetes, as your travel preparation is your responsibility.

MEDICAL AND/OR PHYSICAL DISABILITIES

If you have a medical and/or a physical disability, it is your responsibility to check first with your medical practitioner to confirm if it is suitable for you to travel and participate in the service(s) of interest. Ciao Travel shall advise the service providers so they are aware of your situation. Depending on your medical and/or physical disability the service supplier may require a letter from your medical practitioner clarifying your condition. It is the service suppliers’ right to make the decision if they can or cannot accept your participation in the service(s) provided. (Please see ‘Links’ on medical assistance). DEPARTMENT OF FOREIGN AFFAIRS AND TRADE

The Department of Foreign Affairs and Trade publish daily bulletins of worldwide travel warnings. It is your responsibility to contact the Department of Foreign Affairs and Trade, concerning all planned destinations on your itinerary as the onus is on the traveller to be familiar with any travel warnings issued by the Australian Government.

LUGGAGE

Your luggage at all times is your responsibility, therefore, please check you baggage allowance with all the airlines and tour operators to whom you will be travelling; as airlines and tour operators are very strict on excess luggage. It is also your responsibility to clearly name each piece of luggage, lock it appropriately for your security and comply with the international Customs and airline regulations.

ACCEPTANCE OF BOOKING

Bookings are accepted, subject to the services applied for being available. Ciao Travel and/or the other tour operator involved reserve the right, without notice, to modify, cancel or withdraw any of the arrangements and in this event the amounts paid will be returned to the client, and upon rendering the same, liability of Ciao Travel and/or the other tour operator in respect thereof shall cease. Ciao Travel and/or the other tour operator reserve the right to decline to accept or retain any person as a member of any party at any time. Bookings with airline carriers are also subject to the carriers’ terms and conditions as printed or referred to in their tickets and/or timetables and/or regulations.

RESCHEDULLING

Please be aware that for all airlines and land operators, rescheduling of confirmed services booked can apply at any time, before and after departure. The choice to reschedule a service is out of Ciao Travels control, however before departure we will advise you of any changes made when possible. After your departure, it is your responsibility to reconfirm with all service providers for any rescheduling. This will apply mainly to all airline flights, rail and bus services and tours.

 RESPONSIBILITY

Ciao Travel by virtue of its endorsement with representing other service suppliers/companies, tour operators and airline, acts as a booking agent only. Liabilities for acts, omissions or defaults, whether negligent or otherwise, of airlines, car rental operators, ferry companies, hoteliers, tour operators, cruise companies or any other service supplier is beyond the control of Ciao Travel. We accept no liability for any accident, injury, loss, delay, irregularity, damage, additional expenses or inconveniences caused directly or indirectly by any act or event which is beyond our control or occasioned by the negligence, act or omission of any supplier or other third party. We do not accept liability for and act or event which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government or any other authorities, and industrial action. In circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangement. Photographs of the property rooms are only an example of a room available and do not necessarily represent the type of room or the room that will be made available. The issuance and acceptance of receipts, tickets, vouchers, coupons, or exchange orders shall be deemed as consent to the above conditions.

 CONSUMER PROTECTION

  • Ciao Travel trading as Ciao Travel (ABN63 456 608 243)
  • AFTA Member - 10052
  • ATAS Participant - A10631
  • IATA/TIDS - 96-83344-6
  • My Travel Group Member (affiliate of Helloworld Group)