SoloSicily is a brand belonging to the registered tour operator soloTravelling S.R.L. soloTravelling has a legal tour operator licence and is registered in Italy by Palermo's Chamber of Commerce. SoloTravelling's official registration number is 291319. The soloTravelling headquarters are located at Viale Leonardo da Vinci 145, 90145 Palermo, Sicily. These Terms and Conditions, along with the entire contents of the soloTravelling/soloSicily website, constitute the rules and regulations for renting a property through soloTravelling/soloSicily.
In these Terms & Conditions, soloTravelling uses the word “customer” to mean the party representative/contracting party; and the word “customers” to mean all members of the rental party. SoloTravelling requires that all customers read these Terms & Conditions – point by point – and understand the rights and obligations of customers renting a property through soloTravelling. If, after reading these Terms & Conditions, there are unanswered questions, soloTravelling must be contacted in writing for further explanation.
- Agreeing to soloTravelling's Terms & Conditions and the Customers' Contract with soloTravelling
By making a first payment of any amount, the customer explicitly acknowledges having read and agreed to the Terms & Conditions stated here. When the customer makes a first payment they are also simultaneously agreeing to the soloTravelling booking procedure and entire contents of solosicily.com.
- Designating a Party Representative/Contracting Party
Each rental party must designate a party representative to communicate on behalf of the rental group. The party representative must make the booking with soloTravelling and be soloTravelling's contact person for all communications necessary in planning and carrying out the booking. The party representative must be at least 18 years old and be authorised to make decisions for the rental party. The party representative is required to report their passport and/or state identification card number.
- Making a Booking
The customer may make a booking request by phone, e-mail or through the online contact form.
Booking procedure for bookings made more than 60 days before customer arrival date:
- After the booking request is made, soloTravelling will send the customer the Booking Form by e-mail which includes the necessary information to execute the 30% deposit payment.
- The customer must read, complete and return this form as well as complete the 30% deposit payment. The Booking Form must be completed by the customer with only truthful and accurate personal information. When the first payment of 30% of the total cost of stay as well as the completed Booking Form is received by soloTravelling, the booking will be considered officially confirmed and these Terms & Conditions will be officially agreed to.
- After soloTravelling receives the completed Booking Form and 30% deposit payment, soloTravelling will send the customer the Booking Confirmation.
- After the remaining 70% of the full balance is received by soloTravelling, at least 60 days before the arrival date, soloTravelling will send the customer the final invoice. About 3 weeks before the arrival date, soloTravelling will send the customer the necessary documents for the stay including the Property Voucher and detailed arrival instructions.
Booking procedure for bookings made less than 60 days before customer arrival date:
- After the booking request is made, soloTravelling will send the customer the Booking Form by e-mail which includes the necessary information to execute the full payment.
- The customer must read, complete and return this form as well as complete the full payment. The Booking Form must be completed by the customer with only truthful and accurate personal information. Only when the completed Booking Form and payment of the total cost of stay is received by soloTravelling, will the booking be considered officially confirmed and these Terms & Conditions will be officially agreed to.
- After the payment of the total cost of stay is received by soloTravelling, soloTravelling will send the customer the final invoice.
About 3 weeks before the arrival date, soloTravelling will send the customer the necessary documents for the stay including the Property Voucher and detailed arrival instructions.
All soloTravelling prices are in Euro. All payments to soloTravelling must be made in Euro. As soon as the customer receives an invoice or any other documentation from soloTravelling, the customer must review it thoroughly. If an error or any incorrect information appears on the invoice or any other documentation transmitted by soloTravelling, the customer must notify soloTravelling within 5 business days of having received the invoice or other documentation. If the customer does not notify soloTravelling within 5 business days, soloTravelling cannot guarantee that a change or correction will be made.
Payment procedure for bookings made more than 60 days before customer arrival date:
When the booking is made, 30% of the total cost of stay is to be paid by the customer. This payment must be made to soloTravelling exclusively by bank transfer or by credit/debit card with a Master Card or Visa logo.
The unpaid balance of the total cost of stay must be paid 60 days or more prior to the arrival date. If this payment is not made 60 days or more prior to the arrival date, the booking will risk cancellation, no refund will be granted under any circumstances and the customer will be obligated to pay the cancellation penalty charges (see section 6 for more information about cancellation penalty charges). This payment must be made to soloTravelling exclusively by bank transfer or by credit/debit card with a Master Card or Visa logo.
Payment procedure for bookings made less than 60 days before customer arrival date:
Entire Cost of Stay
When the booking is made, 100% of the total cost of stay is to be made by the customer. This payment must be made to soloTravelling exclusively by bank transfer or by credit/debit card with a Master Card or Visa logo.
- Refundable Security Deposit, Damages and Customer Conduct
A refundable security deposit is required upon arrival to the rental property. The amount of the refundable security deposit varies based on the rental property and will be indicated on the soloTravelling issued property voucher. The refundable security deposit will be used to pay for the expenses of repairs of any damages to the property or mistreatment of the property in any form that occurs during the rental period. On the day of check-out, if the customer reports no damage and if upon inspection no damage or mistreatment is found, the refundable security deposit will be refunded in full.
The payment of the refundable security deposit can be made in EUR, GPB or USD and can be made in cash or with Travellers Cheques. The customer must give the amount of the refundable security deposit to the property owner, property manager, or soloTravelling local manager. If the customer fails to provide the full refundable security deposit fee immediately upon arrival, the customer will be denied access to the property.
Please note that normal wear and tear of the property will not be counted as damage against the refundable security deposit. Hypothetical examples of normal wear and tear would be a broken drinking glass or a small scratch in the wall paint.
In the case of excessive damages during the rental period that go beyond the normal wear and tear of a property and that exceed the amount of the refundable security deposit, the customer and the property owner/manager will be responsible for agreeing to suitable compensation terms and method. A hypothetical example of excessive damages that go beyond the normal wear and tear of a property and that exceed the amount of the refundable security deposit would be if a window on the property is to be broken.
By agreeing to these Terms & Conditions, every customer agrees to maintain a reasonable standard of conduct during the rental period. SoloTravelling reserves the right to require any person(s) to leave the rental property at any time based on reports of inappropriate behaviour that come from any third party including the property owner/manager, property neighbours/community or based on soloTravelling’s own judgements. Additionally, soloTravelling reserves the right to require that the property be vacated immediately if it becomes evident that any of the customers have done any of the following or anything else that soloTravelling reasonably deems to be inappropriate customer conduct:
- used illegal drugs or participated in other illegal or disturbing activity on the rental property;
- increased the number of people on the rental property without notifying soloTravelling;
- brought pets/animals onto the property without direct consent from soloTravelling.
- Customer Changes/Cancellations
To communicate a change or cancellation, the party representative must always contact soloTravelling in writing. When the customer reserves a property more than 60 days before the arrival date and pays the 30% deposit, the customer is given a 10-day grace period to make changes or cancel without penalty. If the customer makes a booking within 60 days of the arrival date, there is no grace period.
As soon as possible soloTravelling must be notified of any changes to an existing booking. SoloTravelling will try to accommodate a change to an existing booking whenever possible. However, changes are not always possible. Increases in the rental party size will only be accepted if the rental property can accommodate the increased number of people. If a customer wishes to increase the rental party size the customer will be expected to pay the additional fees that apply to the reserved property. Decreases in the rental party size after the 10-day grace period will be accepted but no refund will be granted and the customer must pay the original agreed upon invoice amount. If a new party representative must replace the designated party representative or if the rental party in its entirety must change, the new party representative and/or rental party must meet soloTravelling's standards and agree to soloTravelling's Terms and Conditions. SoloTravelling reserves the right to deny the transfer of an existing booking to a new party representative or rental party for any reason.
If a customer makes a booking and then cancels the booking after the 10-day grace period, the customer is responsible for a soloTravelling cancellation fee. These fees are outlined here:
| When the customer cancels a booking 60 days or more before the arrival date
|| soloTravelling will retain 30% of the total invoice as a cancellation penalty charge.
| When the customer cancels a booking 40-59 days before the arrival date
|| soloTravelling will retain 50% of the total invoice as a cancellation penalty charge.
| When the customer cancels a booking 30-39 days before the arrival date
|| soloTravelling will retain 70% of the total invoice as a cancellation penalty charge.
| When the customer cancels a booking 0-29 days before the arrival date
|| soloTravelling will retain 100% of the total invoice as a cancellation penalty charge.
- When soloTravelling Changes/Cancels an Existing Booking
SoloTravelling does everything possible to avoid changes, including cancellations, after a booking has been made. However, on occasion it is necessary to modify or cancel an existing booking. SoloTravelling reserves the right to make changes to a property or to the conditions of property use at any time. Most changes made by soloTravelling are minor; however on occasion soloTravelling must make a substantial change to a property or to the conditions of property use. A substantial change is a change in which the rental structure, property, location, or specific facility or structure on the property is changed from the original booking conditions in a way that decreases the value of the property or if the originally rented property is no longer available and an alternative accommodation is provided.
In the event of a substantial change for any reason other than Force Majeure to an already reserved property, soloTravelling will alert the customer immediately of the change (see section 16 for more information on Force Majeure). The customer will then be given the option to modify their booking. In the event of a substantial change to an already rented property, the customer must notify soloTravelling in writing of how they would like to proceed within 24 hours of being notified of the substantial change. In this case, the following are the customer's options for booking modification:
- The customer may accept the changes of the originally rented property. By choosing this option the customer chooses not to change the booking and no refund will be made by soloTravelling.
- The customer may decide to reserve a rental property of a similar standard to the property originally reserved. In this case, no refund by soloTravelling or additional payment by the customer will be made.
- The customer may decide to reserve a rental property of a lesser standard than the property originally reserved and will therefore receive the difference in property values as a refund made by soloTravelling.
- The customer may decide to reserve a rental property of greater value than the property originally reserved and will therefore be required to pay the difference in price between the properties.
- The customer may decide to cancel all bookings with soloTravelling and receive a full refund for all monies already paid.
In the event that soloTravelling must change or cancel an existing booking more than 60 days before the arrival date, soloTravelling will not be subject to a penalty.
In the event that soloTravelling must change or cancel an existing booking less than 60 days before the arrival date, soloTravelling will provide the following additional per person compensation for all people of at least 16 years of age who have been officially listed on the booking:
| When the customer is notified by soloTravelling 29-59 days before arrival
|| soloTravelling will provide the customer with €15,00 per person.
| When the customer is notified by soloTravelling 14-28 days before arrival
|| soloTravelling will provide the customer with €30,00 per person.
| When the customer is notified by soloTravelling 13-0 days before arrival
|| soloTravelling will provide the customer with €45,00 per person.
- Special Requests & Needs
Often customers have special requests and needs regarding disability accessibility, allergies and other requests and needs. SoloTravelling must be informed about all these requests and needs at the time of booking. If the customer fails to specify a special request within 10 days of making a booking, soloTravelling cannot guarantee that the request or need will be met. In this case, soloTravelling will not be responsible nor able to provide a refund.
- Arrival and Departure
All soloTravelling customers must arrive to the agreed upon property on the agreed upon arrival date from 4PM on. The customer must clearly communicate to the property owner, property manager or soloTravelling their intended arrival time on the agreed upon arrival date. The customer must present the Property Voucher to the property owner, property manager, or soloTravelling local manager upon arrival. The rental property must be vacated on the agreed upon departure date by 10AM in the presence of the property owner, property manager, or soloTravelling local manager. If a customer must change an arrival or departure time, the customer must receive a written confirmation from soloTravelling of the acceptability of the change. If while travelling to the rental property there is an unexpected delay such as a flight delay or car trouble, the customer must alert soloTravelling as soon as possible. If for some reason the arrival time is changed due to:
- an unexpected delay which results in the inability of a property owner or manager to arrive on time;
- the impossibility of a property owner or manager to accept a new time of arrival, even if the new time is communicated in a timely fashion;
soloTravelling will work with the customer to find a new arrival time. If delivery of the property keys is not possible on the arrival date, soloTravelling may decide to deliver property keys on the next available day. If the arrival time must be rescheduled no refund will be granted.
- Travel Documents
All soloTravelling customers are responsible for educating themselves about and abiding by visa and passport law. SoloTravelling is not able to provide passport and visa advice nor is soloTravelling able to sponsor visas for customers. Cancellations of property rentals that occur because a customer was not admitted into Italy or failed to obtain the necessary documents to enter Italy will not qualify for a refund. SoloTravelling will not be responsible for the costs of obtaining the necessary travel documents nor will soloTravelling be responsible for any other losses or inconveniences relating to travel documentation. It is the customer’s responsibility to ensure that all members of the rental party have the required travel documents.
- Traveller's Insurance
It is required that all customers are covered by traveller’s insurance during the time of the rental period. It is the customer’s responsibility to ensure that their insurance policy covers all accidents, loss and damage. If a customer fails to have the necessary insurance to cover losses of any kind, soloTravelling will not be held responsible.
- Health Insurance
All members of rental party must have valid health insurance during the rental period. SoloTravelling will not be responsible for the costs of obtaining health insurance nor will soloTravelling be responsible for any other losses or inconveniences relating to health insurance. It is the customer’s responsibility to ensure that all members of the rental party have the required health insurance.
- Cancellation Insurance
SoloTravelling strongly recommends that all customers obtain cancellation insurance. It is the customer's responsibility to obtain cancellation insurance. SoloTravelling declines responsibility for loss due to customer cancellation.
- Safety, Injuries, Personal Damages and Insurance
soloTravelling expects that all customers follow standard safety practises to prevent any occurrence of personal damages, injury or death. This is especially relevant when children are present on a rental property, especially when facilities such as swimming pools are included on the rental property. The safety and well-being of children on a rental property are the sole responsibility of the customer. SoloTravelling takes no responsibility for children’s safety and well-being.
Furthermore, neither soloTravelling nor the property owner/manager will be responsible for personal damages, injury or death that takes place on the rental property. A property manual will be present on the property which explains the rules and guidelines for using the property facilities and accessories, all customers are expected to follow the manual's instructions as well as carry-out daily checks of all facilities, including sports structures and swimming pools.
Sports structures on the rental property, including swimming pools, may not be used by individuals who are under the influence of alcohol or other substances. SoloTravelling and the property owner/manager decline all responsibility for any damages or accidents caused by incorrect use of sports or recreational structures, including swimming pools, during the rental period.
- Customer Problems & Complaints
On the rare occasion that a customer finds something problematic about a rental property, soloTravelling will work with the customer to provide an acceptable solution. Please understand that soloTravelling cannot be responsible for problems that are reported after the customer's designated departure date and time. Therefore, if the customer has the need to communicate a problem or complaint the following are the immediate steps that should be taken by the customer:
- As soon as a problem or complaint arises the customer should communicate it verbally to both soloTravelling and the property owner/manager immediately.
- If the problem or complaint persists the customer should communicate its persistence immediately to soloTravelling in writing.
SoloTravelling will look at every problem and complaint on an individual basis and decide on the best course of action. In extreme circumstances soloTravelling will consider a refund. A hypothetical example of an extreme situation would be, if the rental property was said to include a swimming pool but upon arrival there was not a pool.
- Force Majeure and Issues Beyond the Control of soloTravelling
SoloTravelling will not be held accountable for any damage, loss, change, disappointment and/or dissatisfaction as a result of unforeseen circumstances or Force Majeure. In these Terms and Conditions "Force Majeure" means any circumstances beyond soloTravelling’s reasonable control including, without limitation, fire, flood, storm, natural disaster, beach/coastal erosion, pollution and negligence on the part of any government body or outside company. For these Terms and Conditions, Force Majeure includes lack of maintenance around the rented property, including beaches, roadways necessary to arrive to the property and any inconveniences with transportation companies, such as airlines, that prevent a flawless customer arrival to the rented property.
- Brochure, Website and Photo Consistency
Information listed in the soloTravelling/soloSicily brochure and on the soloTravelling/soloSicily Website are subject to change at any time without notice. SoloTravelling reserves the right to change brochure and Website information, including price, at any time. The customer should be aware that new editions of the soloTravelling/soloSicily brochure are regularly published. It is important to realise that the soloTravelling/soloSicily brochure that may be in a customer's possession may not be up to date.
SoloTravelling property and location photos displayed in the soloTravelling/soloSicily brochure, Website or anywhere else serve to offer the customer a general idea of the property's basic characteristics. Please keep in mind that details about a property such as furniture, paint colours, garden layout etc. may differ from what is represented in a photo as changes and renovations to soloTravelling properties may occur. Additionally, the customer must be aware that the location and the environment, including beaches and mountains, surrounding the rental property may have changed since the time a photograph was taken. SoloTravelling cannot be held responsible for these changes and for the reasons listed above, soloTravelling recommends that all customers review the Website for the most up to date information.
- Additional Services
Sometimes the customer chooses to book additional services. For example, an additional service might be a boat trip or car rental. For these additional services, the customer must refer to the Terms & Conditions of the outside provider. The Terms & Conditions stated here do not apply to additional services and soloTravelling cannot be held responsible for losses, inconveniences or discontentment related to additional services.
- Extra Fees
Sometimes the customer incurs extra fees during their stay on a soloTravelling rental property. Extra fees may result from, for example: the use of extra electricity, the use of the pool's heating system, the request for daily cleaning or other domestic help such as a waiter. In the case that extra fees are incurred, the customer must make payment directly to the soloTravelling local manager, property owner or property manager. SoloTravelling cannot be held responsible for losses, inconveniences or discontentment related to extra fees incurred.
- soloTravelling's Liability
SoloTravelling chooses to work with the best property suppliers and property owners in Sicily. However, it should be noted that soloTravelling takes no responsibility for the properties themselves. SoloTravelling concludes these Terms and Conditions with a concise list of occurrences and elements for which soloTravelling cannot be held responsible and cannot offer any compensation or refund. SoloTravelling declines all responsibility and is explicitly not liable for claims that occur as a result of:
- the actions of the property owner and the actions of any of the property owner’s employees or collaborators;
- the services provided by the property owner, any of the property owner’s employees or collaborators or any other service provider;
- the fault of anyone other than soloTravelling;
- customer illness, injury or death;
- customer financial loss;
- damage or loss of the customer’s personal property;
- customer loss of any kind;
- errors or incorrect information stated on the invoice or other documentation from soloTravelling where soloTravelling was not informed of the misinformation within 5 business days;
- financial loss due to excessive damages on a property during the customer’s rental period that go beyond the normal wear and tear of a property;
- financial loss due to the stated cancellation fees;
- the failure to inform soloTravelling within 10 days of customer booking of special request or needs;
- the fault of an occurrence or element of Force Majeure;
- the failure to arrive at the rental property during designated date/time;
- any false or untrue information provided by the customer;
- the customer’s inability to read or understand these Terms & Conditions.
- Arbitration & Mediation Clause
Every dispute arising under or connected to this contract will first be object of an attempt of mediation procedure under the European Directive 2008/52/EC in accordance with the Mediation Rules of D.Lgs. 28/2010 as adopted by Italy. The seat of the mediation will be the city of Palermo. If the dispute is not resolved within 120 days from the deposit of the request of the mediation procedure, the dispute shall be settled by arbitration. The arbitrator shall have no connection with the mediator or the mediation proceedings, unless both parties have consented in writing. The Arbitral Tribunal will consist of a sole arbitrator appointed pursuant to those Rules. The arbitration will be formal. The Arbitral Tribunal will decide in accordance with the rules of EU Law adopted by Italy. The seat of the arbitration will be Palermo. The language of the arbitration will be Italian. The decision of the arbitrator will be final and binding on the parties.