TERMS & CONDITIONS
Terms and conditions – Introduction
“Platform” means the website, the mobile site and the app on which the Service is made available, is under the ownership and control of Faceguide and managed, maintained and / or hosted by it. “Travel” means the various travel products and services of the Travel Provider, which can be ordered, acquired, purchased, bought, paid for, rented, supplied, booked, combined and consumed by you.
“Travel Provider” or “Supplier” means the professional supplier of the tour, attractions (eg parks (theme), museums, sightseeing tours), the provider of transport services (eg car rental, cruises, train journeys, air flights, bus tours, transfers), tour operators, travel insurances, and any other product or service related to or related to the travel theme available for Booking Travel on the Platform (B2B or B2C).
“Service” means the online service of purchase, order, payment (facilitated) or booking, as offered or activated by Faceguide with respect to various products and services made available by Suppliers on the Platform.
“Travel Reservation” means the order, purchase, payment or booking of a Trip.
Purpose and nature of our Service
Through the Platform, we (Faceguide and its affiliated (distribution) partners) provide an online platform that allows Suppliers, in their professional behavioral rules (eg B2C or B2B), to advertise, market, sell, promote and / or offer (where applicable) their products and services for the order, purchase, reservation and rental, and for visitors to the Platform to discover, search, compare and place an order, a reservation, a purchase or a payment (eg the Service). Through the use or use of the Service (eg by making a Travel Reservation through the Service), you will establish a direct contractual relationship (binding in legal terms) with the Travel Provider with whom you have booked the product or of the service (where applicable). From the moment of the aforementioned Travel Reservation, we will act exclusively as intermediaries between you and the Tour Provider, transmitting the details of the Tour Booking to the Tour Supplier (s) and sending you a confirmation e-mail for and on behalf of of the Tour Provider. Faceguide does not (re) sell, rent or offer any (tour) product or service.
In providing our Service, we disclose the information provided to us by the Suppliers. All suppliers who market and promote their tour on the platform are therefore given access to our systems and to the extranet, of which they are totally responsible for what concerns the updating of tariffs / costs / prices, availability, standards and of the conditions, and other information displayed on our Platform. Although we provide our Service with care and diligence, we are unable to verify and guarantee the accuracy, completeness and correctness of the information, nor can we be held responsible for any errors (including manifest and typing errors), service interruptions (which is due to failure, even temporary and / or partial, to the repair, upgrade or maintenance of the Platform or other), inaccurate, misleading or false information or its non-delivery. Each Tour Provider is liable at any time for the accuracy, completeness and correctness of the information (including descriptive information), including rates / costs / prices, the rules and conditions, and availability, displayed on our Platform. Our Platform does not have the purpose, and should not be seen in this light, of recommending or supporting any Travel Provider marketed on the same, in terms of quality, level of service, classification and assignment of the category via stars or in relation to its offices, vehicles (main or secondary) made available.
Our Service is available for personal and non-commercial use only. Therefore, it is not allowed to resell, insert deep-links, use, copy, monitor (for example using spiders, scraps), view, download or reproduce any content or information, software, reservations, tickets, products or services available on our Platform for no type of business having a commercial or competitive purpose.
Rates, crossed prices and We refund the price differences
The rates offered by the Suppliers indicated on our Platform are highly competitive. All rates for your tour are inclusive of VAT and all other taxes (subject to the exchange of such taxes) and penalties, unless otherwise indicated on our Platform or on the confirmation e-mail or ticket. The ticket price is per person or group and subject to validity or expiry as indicated on the ticket, if applicable. The Tour Provider may decide to charge fees and penalties (including the tourist / tourist tax) in case of no-show or cancellation.
Sometimes on our platform you will find cheaper rates for a specific tour, service or product. However, the aforementioned tariffs, proposed by the Suppliers, could lead to restrictions and special conditions, for example regarding cancellation or reimbursement. Before making a booking, carefully check the presence of these conditions in the details regarding the product, service or reservation.
The crossed price shown for the tours is calculated based on the third highest price currently applied by the Travel Provider to your Tour, with the same booking or sale conditions, 15 days before and 15 days after the check-in or enjoyment. If the check-in tour or fruition is in less than 15 days, the missing ones will be added to the 15 following the check-in tour or fruition date to reach the total of 30 days.
We want to offer you the product or service you have chosen at the lowest possible rate. If, once booked through the Platform, you find on the Internet the product or service you have chosen under the same Travel conditions and at a lower rate, we will settle the difference between our rate and the lower one, according to the terms and conditions applicable when we refund the price differences. Our commitment to reimburse price differences does not apply to products and services that are not related to a tour.
The currency converter is for information purposes only and should not be considered as an accurate and operational indicator in real time; rates may vary.
Obvious errors are not binding, including printing errors.
All special offers and promotions are indicated as such. If they are not mentioned as such, no right can be claimed in the event of obvious mistakes or errors.
Privacy and cookies
Faceguide respects your privacy. See our privacy and cookie policies for more information.
Free service for customers, only Suppliers pay
Unless otherwise indicated, our service is free for customers because, unlike many other sites, we will not charge any fees for the offered Service, nor will we apply additional costs (not even related to the reservation) to the rate. You will pay the Travel Supplier the amount due as indicated in the Travel Booking tour(plus, where not included in the price, applicable taxes, taxes and additional costs (if applicable)).
Suppliers pay a commission, or a small percentage on the price of the product (for example, on the rate of the tour) to Faceguide after the guest has used the product or service of the Travel Provider (for example after he made the tour and paid the amount due to the same). Suppliers can improve their ranking by increasing the commission (Visibility Booster). The use of the Visibility Booster (increasing the commission in exchange for a better position in the ranking) is at the discretion of each Travel Provider and can be decided from time to time or based on the product offered. The ranking algorithm will take into consideration the increase in the commission when it is time to establish the Default Ranking. Preferred Partners pay a higher commission in exchange for a better position in the ranking.
Only Suppliers that have a business relationship with Faceguide (through a contract) will be available on the Platform (for B2B and / or B2C promotion of their product). Faceguide is not an open platform (like Amazon or eBay) where the end user can make his product available (not a C2C platform); Faceguide does not allow non-professional parties to offer or sell their product on or through Faceguide.
Credit card or bank transfer
Some Suppliers may provide and make available the possibility of offering Travel Bookings to be paid in full or in part (as required by the payment conditions of the Travel Provider) to the Travel Supplier himself during the Travel Booking process, through a payment method secure online (to the extent that this function is offered and supported by your bank). For some products and services, Faceguide manages (through third parties) the payment of the specific product or service (ie the payment management service) for and on behalf of the Travel Provider (Faceguide does not act or operate under any circumstances as a seller Official). Payment is debited securely to your credit / debit card or bank account, and credited to the Travel Provider’s bank account, through the management of a third party. Any payment managed for and on behalf of the Travel Provider and subsequently transferred to the Tour Provider will in any case constitute a payment on your part of (or part of) the cost of the reservation, relating to a specific product or service, with a value of final payment (“bevrijdende betaling”) of the price due (full or partial) and cannot be claimed by you in any way.
For some rates (even non-refundable) or special offers, advance payment may be required by bank transfer (if provided as a method of payment by the Travel Provider) or by credit card. In case of use of the credit card, this could be pre-authorized or debited (sometimes without the possibility of reimbursement) when booking the tour. Before making the Travel Reservation, carefully check the presence of these conditions in the details regarding the product or service you have chosen. Faceguide is not to be held responsible for any charges (authorized, unauthorized or presumed to be correct or incorrect) by the Travel Provider and you cannot request the return of the amount correctly charged to your credit card by the Travel Provider (including: rates pre-paid, non-presentation or cancellation with penalty).
In the event of fraud or unauthorized use of your credit card by third parties, most banks and credit card companies take on the risk and cover all charges resulting from such fraud or unauthorized use. However, this may involve charging your card with an amount usually corresponding to EUR 50, or the equivalent in your currency. In the event that the company issuing your credit card or bank charges you this amount due to unauthorized transactions resulting from a booking made on our Platform, we will reimburse you this amount up to an amount of EUR 50 (or to the equivalent in your local currency). In order to be able to pay compensation, be sure to report the fraud to the credit card provider (in accordance with its rules and procedures) and contact us immediately by e-mail (customer.relations@Faceguide). Indicate in the subject of the e-mail “Credit card fraud”, providing proof of the deductible debited (eg the policy of the credit card issuer). This compensation applies only to bookings that have made use of the Faceguide secure server and only after verifying that the unauthorized use of your credit card derives from a default or from an act of negligence on our part and not from a your incorrect use of the secure server.
Advance payment, cancellation, no-show and “To know” information
By making a reservation with a Travel Provider, you accept and approve the respective cancellation and non-presentation rules of that Travel Provider and any other rule or additional condition of the Travel Provider applicable to your booking or during your tour (including the section “To know” of the Tour Provider, present on our Platform, and the relative rules of the structure of the Tour Provider), including the services and / or products offered by the Tour Provider (the rules and conditions of delivery / purchase / use / transport of a Travel Provider is obtained directly from the Tour Provider itself). The general rules for cancellation and non-presentation of each Tour Provider are mentioned on the Platform in the information pages regarding the Tour Provider, during the booking procedure and on the confirmation email or ticket. For some tariffs, costs or special offers cancellations, refunds or modifications are not allowed. In case of no-show or cancellation, the Tour Provider can still charge the tourist tax (if applicable). Before making a booking, carefully check the presence of these conditions in the details regarding the product or service you have chosen. If the Travel Reservation requires an advance on the payment or a total or partial advance payment, this could be canceled (without a previous notification of default or notice) in the event that the remaining amount cannot be withdrawn in full on the established date, as required by the payment conditions of the Tour Provider and in the booking specifications. The cancellation conditions and those relating to the advance payment may change depending on the sector, product or service for each trip. Read carefully the “To know” section (which you will find below the various types of Travel available and at the bottom of the page dedicated to the Travel Provider on our Platform) and the important information in your booking confirmation, given that particular additional conditions could be applied by the Tour Provider (for example relating to age requirements, security deposit, extra supplements or cancellation conditions for groups, animals and credit cards accepted). An overdue payment, incorrect bank account or credit / debit card details, invalid credit / debit card data or insufficient funds put the reservation at risk and may result in the rejection of a refund of any advance payment (especially if not refundable) unless the Tour Provider agrees to make the refund or allows other solutions provided by his conditions of advance payment and cancellation.
If you wish to check, modify or cancel your tour booking, access your confirmation email and follow the instructions contained therein. The Tour Provider may charge a cancellation fee in accordance with the provisions of the cancellation, prepayment and non-presentation for the tour, and you may not be entitled to compensation for any sums already paid (in advance). Before making a booking, we recommend that you carefully read the rules relating to cancellation, and to remember to promptly make subsequent payments, as required by the specific booking.
If you arrive late or late on the day of check-in tour or plan to arrive the next day, be sure to inform (in a timely manner) the Tour Provider, who will know when to welcome you, in order to avoid cancellations of your Tour (Booking ) or charges for non-presentation. If necessary, our customer service department can help you inform the Tour Provider. Faceguide does not accept any obligation or liability for the consequences of your late arrival or for cancellations or charges for non-submission by the Tour Provider.
(Correspondence and further communications)
Faceguide is not responsible for communications from the Tour Provider or with it that occur on or through its Platform. It is not possible to advance rights related to requests or communications addressed to the Tour Provider, or linked to any form of notification of receipt of requests or communications. Faceguide cannot guarantee that every request or communication will be received, read, taken in charge, executed or accepted by the Tour Provider in a precise and punctual manner.
In order to complete and complete the Tour Reservation successfully, a valid e-mail address must be provided. We are not responsible for non-existent or incorrect e-mail addresses, telephone numbers (fixed or mobile) or credit card numbers, nor are we obliged to verify their existence or correctness.
Any claims or requests for compensation from Faceguide or relative to the Travel Service must be presented as soon as possible, and in any case within 30 days after the date on which the use of the product or service is completed (for example the date check-out of the tour). Complaints and requests received after the 30-day period may be rejected, and the applicant will have to waive any right to compensation (for damages or costs).
Due to the continuous updates of rates and availability, we strongly advise you to take screenshots during the booking process, which you can use as supporting documentation, if necessary.
For consumers in the European Economic Area: in case of complaints, we advise you to contact our Customer Service first. If the matter is not resolved, you can send the complaint via the European Commission’s platform for online dispute resolution, which you can find at this address: http://ec.europa.eu/odr.
Ranking, Favorite Tours Program, stars and guest reviews
The default setting of the Suppliers ranking on our Platform (called Default Ranking) is “Recommended by Faceguide” (or equivalent formula). The Default Ranking is created through a complex, dynamic and continuously evolving system (algorithm) that takes into account a multitude of factors in order to optimally match the criteria and results of the searches. The actual ranking will be different for each customer and for each search since there are many factors involved, for example the degree of popularity of a Tour among our users (estimated through reviews), the history of data retained by customer support (between including the number of complaints and their type), some data relating to bookings (such as the number of reservations and cancellations, the conversion rate, overbooking, availability, etc.), visitor activities and browsing history. The punctuality with which the Tours provides the commission payments and the percentage thereof are also part of the algorithm. It is important to point out that for convenience we also offer other ways to sort the search results: a customer can choose to order them for example by increasing price, by score of reviews, by type of Tour etc. Therefore, the customer has full control of how the search results are presented.
In some cities and regions, Faceguide offers a particular partnership program that allows Suppliers who continuously satisfy the preferred program terms to appear higher than the others in the standard ranking of search results by city / region, ordered by “Recommended “. Preferred Suppliers are marked with the symbol with the thumb up and, in exchange for better positioning, pay a higher commission. Only Suppliers that continuously meet certain requirements may appear as favorites.
The stars shown on Faceguide for tous are not determined by Faceguide, but by the tours themselves or by independent third parties, which provide an (objective) classification. The offers are shown based on the number of stars (from the lowest to the highest or vice versa), which the suppliers themselves communicate to Faceguide. According to local regulations, these are assigned by independent third parties (for example an official organization, even an independent one) or are based on the opinion of the tour providers, regardless of any objective criteria. Faceguide does not impose formal obligations on the classification with stars and does not deal with reviewing the stars that have been assigned. Overall, the stars reflect how the structure complies with legal requirements (if applicable) or, in the absence of regulations in this regard, how it complies with industry standards in terms of price and available services. These standards and requirements may vary from country to country and from organization to organization.
Only customers who actually have used our services will be invited to leave a judgment on the tour in the relative city on Faceguide and to indicate a score about some aspects of the tour, or they may receive an invitation to leave an evaluation during the tour. The judgment of the guest (including the one requested during the tour), once completed, could be (a) uploaded to the Tour Provider page on our Platform in order to provide the (future) customers with your point of view about the (level of) service and quality of the Tour Provider, and (b) entirely or partially used and placed by Faceguide, in its sole discretion (eg for marketing reasons, for promotional purposes or to improve the service), on the Platform or on social networking platforms, on newsletters, in the case of special promotions, on applications or on other channels owned by Faceguide and hosted, used or controlled by it. In order to offer and maintain recent (and therefore relevant) judgments, the judgments can be sent within a limited period (28 days) after the stay and each judgment will be available only for a limited period (24 months) from its online appearance. The default ranking of judgments depends on the date on which the judgment was left and is related to other additional criteria (such as language, comments with comments), but the judgment of a client who wrote [always] comprehensive and detailed judgments (also called “Travel Reporter”) can appear at the top of the list of reviews. You will have the possibility to choose between ranking and various types of filters (eg type of guest, date, language, score). Faceguide allows the Tour Provider to respond to the judgments. We reserve the right to change, reject or remove judgments in our sole discretion if they violate our conditions relating to the judgments. The guest judgment form must be considered a survey and will not include any (further) offers, invitations or incentives of any kind, not even commercial. Faceguide undertakes to monitor and remove as far as possible the judgments that include obscenity and any references to names of people or lost objects.
Faceguide will not accept judgments that include:
Vulgarity, sexually explicit expressions, incitement to hatred and violence, discriminatory content, threats
References to concrete people, personal attacks on staff
Promotion of illegal activities (eg drugs and prostitution)
Sites, e-mails and addresses, telephone numbers, credit card data
Faceguide and the Travel Provider are both entitled to terminate the relationship for any reason (including cases of breach of contract or declaration of bankruptcy) subject to prior notice, as agreed between the parties.
Disclaimer of liability
Without prejudice to the limitations and clarifications indicated in the hypotheses envisaged by these terms and conditions and as far as permitted by law, we will be held liable only for the direct and immediate damage actually suffered, paid or incurred, due to failure to comply with the our obligations in respect of the services we should have performed. The compensation can reach the total amount of the cost of your booking, as established in the e-mail confirming the Tour Reservation (either for a single circumstance or for a series of connected circumstances).
However, and as far as permitted by law, neither we nor any of our operators, managers, employees, representatives, subsidiaries, affiliated companies, affiliated (distribution) partners, license holders, agents or persons involved in the production, in the sponsorship , in promoting or divulging the site and its contents, we will be held liable for (i) punitive, special, indirect or consequential loss or damage, loss of production, profit, income or contract, injury or damage to the good name and to the reputation, loss of the right, (ii) the inadequacy of the information (also descriptive) of the Tour Provider (concerning the rates, the availability and the classification), made available on our Platform, (iii) the services provided or products offered by the Tour Provider or by other business partners, (iv) the damages (direct, indirect, consequential or punitive), the losses or costs incurred, paid or to which s i went through due to the inability to use or delay of our Platform, but consequent or connected to the use, or (v) physical injuries, death, moral damages or other types of damages (direct, indirect, special, consequential or punitive), losses or costs incurred, paid or incurred, (legal) actions, errors, violations, (serious) faults, intentional maladministration, omissions, negligence, false declaration, civil or objective liability for an unlawful act attributable partially or totally to the Tour Provider or to one of our other business partners or their employees, directors, managers, agents, representatives, contractors or affiliated companies, whose products or services are directly or indirectly made available, offered or advertised on or through the Platform, including cancellations (even partial), overbooking, strikes, force majeure or any other event outside our control.
Faceguide is not responsible (and denies any responsibility) for the use, validity, quality, compatibility, adequacy and disclosure of the Journey, nor for any representations, guarantees and conditions of any kind in this regard (nor in implicitly, neither legally nor otherwise), including no implied warranties, for specific purposes, on merchantability, title, non-infringement and adequacy. You declare and accept that the relevant Tour Provider is the only responsible person and assumes all responsibility for the Tour (including all warranties and representations made by the Tour Provider). Faceguide is not a (re) seller of the Tours. Complaints or claims regarding the Tour (including what concerns the offered price (special / promotion), conditions or specific requests from the Customers) must be managed by the Tour Supplier. Faceguide is not responsible (and denies any responsibility) for such claims, claims and obligations (including on the product).
Whether the Travel Provider charges (or has already charged) the cost of the Tour, whether the payment of the amount or any additional costs (Tour) is managed by us, in both cases you accept and declare that you are aware that it is always the responsibility of the Tour Provider to collect, withhold, send and pay the applicable taxes to the competent authorities, calculated based on the total price of the tour or any additional costs. Faceguide cannot be held responsible (nor can it be held accountable) for the collection, withholding, sending or payment to the competent authorities of the taxes applicable to the cost of the Tour or of any additional costs. Faceguide does not act or operate under any circumstances as an official seller of any product or service made available on the Platform.
By uploading photos / images in our system (for example, as an attachment to a review) you certify, guarantee and declare that you own the copyright on the photos / images, and you accept that Faceguide can use the photos / images on your site (even mobile ) and on the app, in promotional material and publications both online and offline, in the ways that Faceguide deems appropriate. Grant Faceguide, in a non-exclusive, global, irrevocable, unconditional and perpetual manner, the right and license to use, reproduce, display, reproduce, distribute, sub-license, communicate and make available the photos / images in the ways that Faceguide deems appropriate. The person who uploads the photos / images assumes full legal and moral responsibility for any claims made by third parties (including, but not exclusively, the owners of the tours) following the publication and use of the photos / images by part of Faceguide. Faceguide does not own or support the uploaded photos / images. The truthfulness, validity and the right to use all the photos / images are guaranteed by the person who uploads the photos / images, and they are not Faceguide’s responsibilities. Faceguide rejects any liability arising from the published photos / images. The person who uploads the photos / images guarantees that they do not contain viruses, Trojans or infected files, or pornographic, illegal, obscene, offensive, distasteful or inappropriate material, and that the photos / images do not infringe any intellectual property rights, copyright or third-party privacy. Photos / images that do not meet the criteria listed above will not be used and / or can be removed / canceled by Faceguide at any time and without notice.
Intellectual property rights
Unless otherwise specified, the software required for our services or available on our Platform or used by it and the intellectual property rights (including copyrights) of the contents, the information and the material on our Platform are the property of Faceguide BV, its suppliers or suppliers.
Faceguide exclusively holds all the rights, titles and interests concerning and in relation to all intellectual property rights concerning the graphic aspect and the general interface (including the infrastructure) of the Platform through which the service is rendered available (including guest reviews and translated content). No one is authorized to copy, obtain, report through links, publish, promote, supplement, use, combine, or in any other way use the contents (translations and guest reviews included) or our brand in the absence of our express written approval . In the event that a subject uses or combines (partly or totally) our content (including guest reviews and translations) or otherwise takes possession of any intellectual property rights of the Platform or any content (or translation) , it must assign, transfer and transfer these intellectual property rights entirely to Faceguide. Any use not in accordance with the law or any of the actions or behaviors mentioned above constitute a material violation of our intellectual property rights (including copyright and database protection rights).
Applicable law, jurisdiction and dispute resolution
These terms and conditions, as well as the provision of our services, will be regulated and interpreted in accordance with European law. Notwithstanding the fact that when said about jurisdiction, a natural person who uses any of our services for a use that can be considered extraneous to his professional activity (hereinafter also referred to as “consumer”) can invoke the laws in force in the country in where he has his habitual residence (ie laws that apply in any case, regardless of whether the person chooses whether or not to make use of the laws of his country of residence, and henceforth referred to as “mandatory provisions”). Any dispute arising from these general terms and conditions and our services must be submitted exclusively to the competent courts of the European Community. Despite the aforementioned jurisdiction clause, a consumer can also appeal for the execution of the mandatory provisions relating to the specific case in a court in the country in which he is domiciled, while an appeal against a consumer can only be filed before the judges of the country in which he is domiciled. For consumers in the European Economic Area: in case of complaints, we recommend that you contact our Customer Support first. If the matter is not resolved, it is possible to send the complaint via the platform of the European Commission for the online resolution of disputes, present at this address: http://ec.europa.eu/odr.
The original English text of these Terms and Conditions may have been translated into other languages. The translated version is unofficial and for illustrative purposes only, therefore without legal value. In the event of disputes or inconsistencies or discrepancies between the English text and the translations in the other languages of these Terms and Conditions, the English text shall prevail and be the final version. The English text is available on our Platform (by selecting the English language) or will be sent upon written request.
In the event that any of the clauses of these Terms and Conditions are invalid, lose validity, or become non-binding, you will continue to comply with all the other clauses set forth herein. In this case we will replace the aforementioned clause with a clause that is valid and binding, which has an effect as similar as possible to the one replaced and which you undertake to accept in respect of the contents and purposes of these Terms and Conditions.
Information on Faceguide and support companies
The Service is provided by Faceguide BV, a private limited liability company subject to the laws of Italy and with its registered office in Florence via Venice 18, and registered with the Chamber of Commerce of Florence with the registration number FI-662896. Our VAT number is p.i.06154800483.
Faceguide is based in Florence, and is supported internationally by various groups of affiliated companies (the “support companies”), which perform an internal support function for Faceguide. Some designated companies provide limited customer support services (by telephone only). Support companies do not have any Platform (and in no way control, manage, maintain or host the Platform). These support companies are not authorized and do not have the legal power to provide the Service, to represent Faceguide or to enter into any contract instead of, for or on behalf of Faceguide. In no case is a relationship (legal or contractual) created with the support companies. Support companies do not operate, nor are they authorized to operate as official representatives or service providers of Faceguide. Faceguide does not recognize or consider the domicile in any place, position or office in the world (including the offices of its support companies) other than the registered office in Florence.