Your contract is governed by Italian law and by the EU rules that protect package travellers (Directive (EU) 2015/2302), wherever you live. The Italian version of this text is the binding one. When you buy a journey from us with flights and ground services, you are purchasing a package holiday: the most protected form of travel there is. The rules come from European Directive 2015/2302 and the Codice del Turismo (Italian Tourism Code), and they apply to every journey we sell.
One party responsible
The most important principle: the organiser is responsible for all the services in the package, even when they are provided by local suppliers such as the lodge, the ground handler or the airline. If something goes wrong, you do not have to chase anyone: you come to us.
Before departure
Before accepting the proposal you receive in writing all the information about the trip and the standard form summarising your rights, which we also explain on the Information form page. The agreed price can change only if the contract allows it and only for three reasons: fuel, taxes or fees imposed by third parties, and exchange rates. Any increase must be notified at least 20 days before departure; if it exceeds 8% you can choose to accept it or cancel free of charge, with a refund of what you have paid. Likewise, if we have to change an essential element of the trip significantly, you can accept or cancel.
If you can no longer travel, you can transfer the trip to another person, notifying us at least 7 days before. You can also cancel at any time by paying the charges set out in the general terms and conditions: 30% of the price up to 30 days before departure, 100% from 29 days before. If, however, unavoidable and extraordinary circumstances occur at the destination, such as a conflict, a natural disaster or a serious health emergency, that significantly affect the trip, you can cancel without any charge and are entitled to a full refund within 14 days.
During the trip
If a service does not match what was agreed, tell us straight away, on the 24-hour assistance number or through the local representative: we must put it right. If we do not, you are entitled to a price reduction and compensation; in the most serious cases you can end the trip and your return is at our expense. If your return is impossible because of extraordinary circumstances, we bear the cost of the necessary accommodation for up to three nights.
If you are in difficulty, because of health or anything else, we have a duty to assist you: information on health services, contact with local authorities and the consulate, communications, alternative travel arrangements. The law also recognises damages for a ruined holiday, i.e. holiday time lost because of a significant breach.
If the organiser goes bankrupt
Every package organiser is required by law to have protection against insolvency or bankruptcy. If the organiser can no longer trade, the protection refunds what you have paid and, if you are already travelling, arranges your return. The details of our protection and of our liability insurance are given in the general terms and conditions, on the information form and in the travel contract.
Flights
The flight is part of the package, but your rights against the airline remain. For flights departing from the European Union, or with EU airlines, EU Regulation 261/2004 applies: in the event of cancellation with less than 14 days’ notice, denied boarding or arrival more than three hours late, you are entitled to compensation which, for routes over 3,500 kilometres such as those to East Africa, reaches €600. It is not due if the cause is an extraordinary circumstance such as bad weather, but your right to assistance remains: meals and, if needed, a hotel. In July 2026 the European Union approved a revision of these rules, which will apply in the coming years: the three-hour threshold and the amounts are confirmed. Amounts you receive from the airline are deducted from any compensation we owe for the same event. If it happens, we help you submit the claim.
Insurance included
Unless stated otherwise in the proposal, our packages include insurance covering medical assistance, medical expenses, baggage and cancellation. Cancellation cover reimburses the cancellation charges, under the terms of the policy, if you have to cancel for a covered reason such as illness. The proposal gives the insurer, limits and exclusions: read them, and ask us if anything is unclear.
Clear payments
You pay a 30% deposit within 3 days of acceptance, by card or bank transfer, and the balance by bank transfer 30 days before departure, on the due dates set out in the contract; you pay nothing to receive a quote and there is no extra charge for paying by card. The price you accept includes everything listed as included: anything excluded, such as visas, tips and personal expenses, is set out in the proposal and on each trip page. Details in How to pay.
If something goes wrong
During the trip, report the problem straight away: it is the quickest way to solve it, and the law asks you to do so promptly. After your return you can send us a written complaint, by email or post, with a description and any evidence: we confirm receipt within 2 working days and reply in writing within 30 days. If you are not satisfied with the reply you can turn to an alternative dispute resolution body, a consumer association, the European Consumer Centre Italy if you live in another EU country, or the court of the place where you live.
Rules and amounts may change: before you travel, always check the official sources given.
Last updated: 11 October 2026.