General terms and conditions

1. Definitions and sources

In these terms, “we”, “organiser” or “Weltweg” mean Trinova S.r.l.s.; “you” or “traveller” mean the person who enters into the contract and every person travelling under it. The “lead traveller” is the traveller who requests the trip, accepts the proposal and deals with us on behalf of the other participants too.

A “package” is a combination of at least two different types of travel service (for example flights, accommodation, transfers, guided safaris) sold together for the same trip, as defined by art. 33 of the Italian Tourism Code. The “proposal” is the online document in which we offer you a specific trip; the “contract” comes into being when you accept it. A “durable medium” is a document you can keep and read again without its content changing, such as the PDF we send you by email.

The contract consists, in this order of precedence, of the accepted proposal, these terms and the pre-contractual information. If a trip includes only one type of travel service, for example accommodation only, it is not a package: the proposal says so explicitly and sets out the rules that apply.

2. Organiser

The organiser of the trips is Trinova S.r.l.s., trading as Weltweg, registered office Via Sant’Efisio 24, 09028 Sestu (CA), Italy, VAT no. 04201390921, email hello@weltweg.com, telephone +39 348 474 3025.

Trinova S.r.l.s. holds the authorisation to operate as a travel agency and tour operator; the details of the licence and of the technical director are set out in the travel proposal and in the contract.

We sell directly, through our website and our own channels: there is no intermediate retailer. You contact us for every communication, request or complaint.

3. Pre-contractual information and proposal

After your enquiry we build the trip with you. Once the programme is settled we send you an online proposal, available in the “My trip” area, with all the information the law requires us to give you before the contract (art. 34 of the Tourism Code): destinations, dates and duration, itinerary, transport, accommodation and its category, meals, visits and excursions, language of the guide, suitability of the trip for persons with reduced mobility, total price including taxes and charges, payment schedule, minimum number of participants where applicable, general information on passports and visas, cancellation charges and insurance.

Together with the proposal you receive the standard information form required by law for package travel, as a PDF, and a link to the Information form page, which summarises your main rights.

The information in the proposal is binding on us and may change before the contract only through a clear communication and with your agreement (art. 35). The proposal remains valid until the date and time shown: after that it can no longer be accepted, because flights and lodges change price and availability; if you wish, we will send you an updated proposal. Quotes and proposals are free of charge.

4. Conclusion of the contract and copy on a durable medium

You accept the proposal in the “My trip” area. To do so you must: tick the box confirming that you have read and accept these terms; tick the box confirming that you have received the standard information form and the information on the package; enter the details for the invoice (tax code and address, or company details); type your first name and surname. The boxes are never pre-ticked.

The contract is concluded at the moment you confirm your acceptance, before the proposal expires. Straight afterwards we email you the contract as a PDF, which is your copy on a durable medium (art. 36); you will also find it in the area. Before confirming you can read every document again and correct the details you entered.

As proof that the contract was concluded we keep a record of the acceptance: date and time, typed name, ticked boxes, version of these terms, a fingerprint of your IP address (not the address itself) and a sha256 digital fingerprint of the accepted content, which shows that the document has not been altered afterwards.

You accept on your own behalf and on behalf of all the participants named in the proposal, and you confirm that you have their consent. If any of them are minors, you must be their parent or be authorised by whoever has parental responsibility.

5. Price and included services

The price is the one shown in the proposal, in euros, and it is the total price of the package: it includes all the services listed as included, the taxes and charges known to us when the proposal is made and, unless stated otherwise, the insurance policy described in point 19. Anything not included, such as visas, tips, drinks, optional excursions, local taxes payable on the spot and personal expenses, is listed separately in the proposal, with an estimate of the amount where possible.

The prices you see on the website (“from € …”) are indicative: they depend on dates, number of participants and actual availability. Only the price in the proposal you accept is binding.

If the package includes a flight, we tell you the name of the operating airline as soon as we know it and inform you of any change (Regulation (EC) 2111/2005). Flight times are those communicated by the airline and may change at its discretion: in that case the rules in points 9 and 15 apply.

6. Price revision

After the contract has been concluded, the price may change only for these three reasons (art. 39 of the Tourism Code):

• the cost of passenger transport, where it depends on the price of fuel or other power sources;
• taxes and fees on the travel services imposed by parties not directly involved in providing them, such as airport taxes, tourist taxes or park entry fees set by the authorities;
• exchange rates relevant to the package.

The proposal states which part of the price is subject to revision and on what basis we calculate it: the share of the price expressed in a foreign currency, with the currency, the reference exchange rate and its date, and the reference cost of fuel or of the taxes and fees included. If these increase, we send you a written notice on a durable medium with the reason and the calculation at least 20 days before departure; after that deadline the price can no longer go up.

If the increase exceeds 8% of the total price you can choose to accept it or to withdraw without paying any charge, as set out in point 9. Likewise, if those costs go down you are entitled to a corresponding price reduction: we may deduct only the administrative expenses actually incurred in handling it, which we document for you on request.

7. Payments

The price is paid in two instalments, with the euro amounts and due dates shown in the proposal, in the contract and in the “My trip” area:

• a 30% deposit of the total price, within 3 days of accepting the proposal, by payment card or bank transfer;
• the balance, i.e. the remaining 70%, no later than 30 days before departure, by bank transfer only.

The balance never falls due earlier than 3 days after acceptance: if you accept when the balance date has already passed or is closer than that, for example because departure is less than 30 days away, the balance is due 3 days after acceptance. In any case the full price must be paid before departure.

By card you pay on the secure page of Stripe, our payment service provider: you can use Visa, Mastercard, American Express, Apple Pay and Google Pay. For bank transfers you will find the account holder, IBAN and payment reference in the area; the IBAN is the one shown in your proposal and we never change it by a simple email or message. No payment method involves any extra charge for you (art. 62 of the Italian Consumer Code). Only any fees your own bank charges for transfers remain at your expense.

For every payment you receive a receipt, which is not a tax document. The invoice, under the special VAT scheme for travel agencies (art. 74-ter of Presidential Decree 633/1972), is issued once payment is complete or at the latest at the start of the trip, using the details you gave us on acceptance; you can correct them in the area until the balance is paid. Before the balance falls due we send you automatic email reminders.

8. Late payment or non-payment

Paying the deposit and the balance on time is an essential element of the contract, because we need these payments to confirm and pay for flights, lodges and local services in turn.

If a payment has not arrived by its due date we send you a written reminder by email, giving you a further 5 days. If this period also passes without payment, we may declare the contract terminated by written notice (art. 1456 of the Italian Civil Code). In that case we charge the cancellation fee set out in point 11 for the date of termination, deducting it from what you have already paid, and refund any difference within 14 days.

A bank transfer counts as paid when the amount is credited to our account, not when you report it in the area. If a due date causes you difficulty, write to us beforehand: where possible we will look for a solution together, but only our written agreement changes the due dates.

9. Changes before departure

Minor changes. Before departure we may make insignificant changes, for example a small change to a transfer time or replacing a lodge with one of the same category in the same area, informing you clearly on a durable medium (art. 40 of the Tourism Code).

Significant changes. If we are forced to change significantly a main feature of the trip, if we cannot meet a special requirement we had accepted in writing, or if the price rises by more than 8% (point 6), we inform you without undue delay, on a durable medium, setting out the change, its effect on the price and the deadline for your reply. Within that deadline you can:

• accept the change;
• accept a substitute package, if we offer one, where possible of equivalent or higher quality;
• withdraw from the contract without paying any charge.

In the notice we also tell you what happens if you do not reply in time: unless the notice states otherwise, the change is deemed accepted. If you withdraw, we refund everything you have paid within 14 days of your withdrawal. If the change or the substitute package is of lower value or quality, you are entitled to an appropriate price reduction. Your right to compensation under point 16 is not affected.

Changes you ask for. You can ask us to change the trip after confirmation, including through a “change request” in the area. We tell you whether it is possible, what it costs and which supplier conditions change; the change applies only after your written agreement and may involve costs charged to us by suppliers, which we tell you in advance. If the change is not possible, the original contract remains in force.

10. Transfer of the contract

If you cannot travel, you can transfer the contract to another person who meets all the conditions for the trip, such as a valid passport, visa, the minimum age required by some lodges or health requirements for particular activities (art. 38 of the Tourism Code).

You must notify us in writing, email included, at least 7 days before departure, giving the new traveller’s details. Before confirming the transfer we tell you the costs involved: they correspond to the actual charges that suppliers and airlines make for the change of name, which can be high or equal to the price of a new ticket; we provide evidence of them on request.

The person transferring and the person taking over the contract are jointly liable to us for payment of the balance and of the costs of the transfer.

11. Cancellation by the traveller and cancellation charges

You can withdraw from the contract at any time before departure by written notice sent to hello@weltweg.com or through the “My trip” area. In that case we charge a cancellation fee, calculated as a percentage of the total package price and set at a standard rate according to the number of days left before departure, taking into account the costs we can no longer recover from suppliers at that point (art. 41 of the Tourism Code):

• if you cancel up to 30 days before departure: 30% of the total price, equal to the deposit;
• if you cancel from 29 days before departure up to the day of departure, or if you do not show up for departure: 100% of the total price.

The calculation uses calendar days, excluding the day of departure, and the date on which we receive your notice. If an included service has special cancellation terms imposed by the supplier, for example a non-refundable flight fare or a named park permit, the proposal states this expressly before confirmation, together with the resulting charge.

On request we explain how we calculated the charge. Anything you have paid beyond the charge is refunded within 14 days. If the reason for cancelling is covered by the cancellation insurance (point 19), the insurer reimburses the charge under the terms of the policy: we help you with the claim.

12. Unavoidable and extraordinary circumstances

You can withdraw before departure without paying any charge if unavoidable and extraordinary circumstances occur at the destination or in its immediate vicinity that significantly affect the performance of the package or the transport to the destination. Examples include armed conflict, serious unrest, a natural disaster, a serious epidemic or a serious security risk reported by the authorities, such as advice against travel from the Italian Ministry of Foreign Affairs on its Viaggiare Sicuri website.

In that case we refund everything you have paid in full within 14 days, but without any further compensation. We assess each situation individually on the basis of the official information available; personal concern alone, without circumstances of this kind, does not give a right to free cancellation.

13. Distance and off-premises contracts

Our contracts are normally concluded online, that is at a distance. For package travel the law does not provide the 14-day right of withdrawal that applies to other online purchases (art. 47(1)(g) of the Italian Consumer Code): after acceptance you can withdraw only as set out in points 9, 11 and 12.

If, however, the contract is concluded away from our business premises, for example at a meeting at your home or at a trade fair, you have the right to withdraw without charge and without giving reasons within 5 days of the conclusion of the contract or of the day you receive the contract and the pre-contractual information, if later (art. 41(7) of the Tourism Code). This right does not apply to offers at rates significantly lower than current offers, where the proposal states this clearly and documents the reduction.

14. Cancellation by the organiser

We may cancel the contract before departure, refunding in full everything you have paid, without further compensation, only in two cases (art. 41(5) of the Tourism Code):

• if the trip requires a minimum number of participants, stated in the proposal, and it is not reached: in that case we notify you within the period set in the proposal and no later than 20 days before departure for trips lasting more than 6 days, 7 days before for trips of 2 to 6 days, and 48 hours before for trips of less than 2 days;
• if unavoidable and extraordinary circumstances prevent us from performing the contract: in that case we notify you without undue delay before departure.

Our trips are normally private and do not require a minimum number of participants, unless the proposal says otherwise. We refund you within 14 days of the cancellation. If we cancel for any other reason, in addition to a full refund you are entitled to compensation.

15. Performance of the trip and lack of conformity

We are responsible for the performance of all the services in the package, including those provided by other suppliers such as airlines, local ground handlers, lodges and guides (art. 42 of the Tourism Code).

If during the trip a service is not performed in accordance with the contract (a “lack of conformity”), you must inform us without undue delay, taking the circumstances into account: by calling the 24-hour assistance number shown in your travel documents or by contacting the local representative named in your travel documents. Prompt notice allows us to act immediately; delaying it without good reason may reduce compensation where the damage could have been avoided or limited.

Once notified, we must remedy the lack of conformity unless this is impossible or entails costs that are wholly disproportionate to its extent and to the value of the services affected. If we do not remedy it within a reasonable period you set, you may do so yourself and ask us to reimburse the necessary expenses; there is no need to wait if an immediate remedy is required or if we refuse to act.

If a significant proportion of the services cannot be provided, we offer you suitable alternative arrangements at no extra cost, where possible of equivalent or higher quality; if they are of lower quality, you are entitled to a price reduction. You may reject them only if they are not comparable to what was agreed or if the reduction is inadequate.

If the lack of conformity seriously affects the trip and we do not remedy it, you may terminate the contract without charge and, in addition to a price reduction and compensation, you are entitled to be repatriated with equivalent transport without undue delay and at no extra cost, if transport is included in the package. If the planned return is impossible because of unavoidable and extraordinary circumstances, we bear the cost of the necessary accommodation, where possible of an equivalent category, for up to three nights per traveller; this limit does not apply to persons with reduced mobility and those accompanying them, pregnant women, unaccompanied minors and persons in need of specific medical assistance, provided they told us at least 48 hours before departure.

16. Price reduction and compensation

You are entitled to an appropriate price reduction for any period during which there was a lack of conformity, unless it was caused by you. You are also entitled to compensation for any damage suffered as a result of the lack of conformity, which we pay without undue delay (art. 43 of the Tourism Code). If the breach is not of minor importance, you may also claim damages for holiday time spent to no purpose and for the impossibility of repeating the trip, known as damages for a ruined holiday (art. 46).

No compensation is due if we prove that the lack of conformity is attributable to you, to a third party unconnected with the services in the package and unforeseeable or unavoidable, or to unavoidable and extraordinary circumstances.

Where a service in the package is governed by international conventions or EU regulations, for example air transport (Montreal Convention, Regulation (EC) 261/2004), the compensation we owe follows the same limits and conditions that apply to the supplier. Except for personal injury and damage caused intentionally or negligently, compensation may not exceed three times the total price of the package, the minimum limit allowed by art. 43(5) of the Tourism Code. Amounts you receive under those regulations and amounts we owe for the same event are offset against each other.

Rights to a price reduction and to compensation are time-barred within the periods set by art. 43 of the Tourism Code: two years from your return to the place of departure; for personal injury, three years from your return, or the longer period set by the rules governing the services included in the package.

17. Assistance during the trip

Throughout the trip you can rely on an assistance number available 24 hours a day, which you will find in your travel documents, in the “My trip” area and in the app. During office hours (Monday to Friday, 9am-6pm Italian time, public holidays excluded) you can also message us on WhatsApp or by email. For health problems, first call the insurer’s assistance centre shown on your certificate.

If you are in difficulty we assist you without undue delay, even when the problem is not our fault (art. 45 of the Tourism Code): we give you information on health services, local authorities and consular assistance, and help you communicate at a distance and find alternative travel arrangements. If you caused the difficulty intentionally or through negligence, we may charge a reasonable fee for this assistance, never exceeding the costs actually incurred.

18. Insolvency protection and liability insurance

Packages sold by Trinova S.r.l.s. are protected against the insolvency or bankruptcy of the organiser, as required by art. 47 of the Tourism Code, through the guarantee fund or insurance policy named, with its contact details, in the travel proposal and in the contract.

If we were unable to perform the contract because of insolvency, the guarantor refunds without undue delay all payments made for services not performed and, if transport is included and you are already travelling, arranges and pays for your return. You can contact the guarantor directly, without going through us; the protection also applies if you live in another country.

We also hold professional liability insurance covering damage to travellers: the insurer, policy number and limit are set out in the travel proposal and in the contract.

19. Insurance

Included policy. Unless stated otherwise in the proposal, the price includes a travel insurance policy, from the insurer named in the proposal, covering medical assistance, medical expenses, baggage and cancellation. Cover, limits, excesses, exclusions and maximum ages are set out in the proposal and in the policy certificate you receive before departure: please read them carefully and tell us before confirming if you have health conditions that might not be covered.

The insurance contract is between you and the insurer: in the event of a claim you contact the insurer following the instructions on the certificate, and we help you with the claim. Cancellation insurance reimburses the cancellation charge only for the reasons and within the limits set by the policy.

Optional cover. On request we can offer additional cover, for example higher medical limits or cancellation for any reason: we give you the insurer, product and terms with the proposal. The premium for optional cover is shown separately and, once the policy has been issued, is normally non-refundable.

20. Documents, visas and health

Before confirmation we give you general information on the passports, visas and health formalities required by the countries on the trip, with indicative times for obtaining them. This information applies to Italian citizens: if you or another participant hold a different nationality, tell us straight away, because the rules may differ.

Every traveller, including minors, must have a valid personal passport, normally valid for at least six months after return and with blank pages, plus the visas, electronic travel authorisations and health certificates required by the countries of destination and transit. Minors travelling without their parents, or with only one of them, may need additional documents. Visas and authorisations are applied for on the countries’ official portals, never through intermediary websites: we give you the instructions and the trip details you need.

Entry rules and health advice may change even after confirmation: before departure, check them on the Viaggiare Sicuri website of the Italian Ministry of Foreign Affairs or with the equivalent service of your own country (such as the FCDO travel advice) and ask your doctor or a travel medicine centre about recommended vaccinations and prophylaxis, such as anti-malarial treatment. If you cannot travel or enter a country because of a missing document that you were responsible for obtaining, the charges in point 11 apply and the resulting costs are at your expense.

21. Traveller’s obligations

For the trip to go well we ask you to:

• give us correct and complete information, including for the other participants, and enter in the “My trip” area, by the stated deadlines, the traveller details required for tickets, permits and insurance, checking that first name and surname match the passport;
• tell us before confirmation about any mobility, health or dietary needs that may affect the trip, so that we can check whether it is suitable or how to adapt it;
• respect schedules, park rules, instructions from guides and lodges, and the laws and customs of the countries you visit;
• report any lack of conformity without undue delay, as explained in point 15;
• keep your travel documents and your access codes for the area safe, and not share them with people unconnected with the trip.

You are liable for any damage you cause to us or to suppliers by breaching these obligations, including repatriation or assistance costs caused by intentional or negligent behaviour.

22. Complaints

During the trip, report any problem straight away, as set out in point 15: it is the quickest way to solve it.

After your return, or if the problem was not solved on the spot, you can send a written complaint to hello@weltweg.com or by post to Trinova S.r.l.s., Via Sant’Efisio 24, 09028 Sestu (CA), Italy. Please state your booking code, what went wrong and when, and attach any evidence you have, such as photos, receipts or messages from suppliers. We recommend doing so as soon as possible, preferably within 30 days of your return, because the more time passes, the harder it is to reconstruct the facts with suppliers.

We confirm receipt of your complaint in writing within 2 working days and send you a reasoned written reply within 30 days of receipt. If you are owed a refund, we pay it in money; a credit towards another trip only if you prefer it.

23. Alternative dispute resolution

If you are not satisfied with our reply, before going to court you can seek an amicable solution through an alternative dispute resolution (ADR) body listed under arts. 141 et seq. of the Italian Consumer Code, as also provided by art. 67 of the Tourism Code: in our reply to your complaint we tell you which body you can turn to. You can also be assisted by a consumer association.

If you live in another EU country you can ask the European Consumer Centre in your country or the European Consumer Centre Italy for help. The EU online dispute resolution (ODR) platform closed on 20 July 2025 and is no longer available.

24. Governing law and jurisdiction

The contract is governed by Italian law. If you are a consumer resident in another country, you nevertheless keep the protection of the mandatory rules of your country of residence (art. 6 of Regulation (EC) 593/2008).

If you are a consumer, any dispute falls within the jurisdiction of the court of the place where you reside or are domiciled (art. 66-bis of the Italian Consumer Code). If you buy for your business or profession, the competent court is determined under the ordinary rules of the Italian Code of Civil Procedure.

25. Personal data

We process travellers’ data to prepare and perform the trip, to meet legal obligations and to protect our rights, as explained in the privacy notice. To organise a trip to Africa we have to share some data with local suppliers, including outside the European Union.

Passport details, date of birth, emergency contact, dietary preferences and any health needs are entered in the “My trip” area: they are stored encrypted, health data are processed only with the explicit consent of the person concerned, and all of them are deleted 30 days after return. If you enter other participants’ data, you must have informed them and, for health data, have their consent, as set out in the terms of use of the client area.

26. Version, language and communications

Each contract is governed by the version of these terms in force at the time of acceptance, which we record together with the acceptance and which you will find in the PDF contract. Later versions do not change contracts already concluded.

The Italian text is the reference version; the English and German translations are provided for ease of reading. The communications provided for in these terms take place by email, to the address you gave us, or through the “My trip” area; you send your written communications to hello@weltweg.com. If any clause is held to be invalid, the others remain valid.