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Terms & Conditions

Essential Information and Conditions of Booking

The following Booking Conditions form the basis of your contract with soloSicily. Please read them carefully as they set out our respective rights and obligations.

Please email us if you have any general queries about your holiday Contact us

Terms & Conditions of VillaTravellers S.R.L.


soloSicily of the VillaTravellers s.r.l. Unipersonale | Viale Leonardo Da Vinci, 145 - 90145, Palermo - Italia
C.F. Part. IVA e Reg. Imp. Palermo 06007910828 | R.E.A. Palermo 291319 | Capitale sociale € 10.000,00 i.v.

soloSicily is a brand belonging to the registered tour operator VillaTravellers S.R.L. Unipersonale. VillaTravellers has a legal tour operator licence and is registered in Italy by Palermo's Chamber of Commerce. VillaTravellers's official registration number is 291319. The VillaTravellers headquarters are located at Viale Leonardo da Vinci 145, 90145 Palermo, Sicily. These Terms and Conditions, along with the entire contents of the VillaTravellers website www.soloSicily.com, constitute the rules and regulations for renting a property through VillaTravellers/soloSicily.

In these Terms & Conditions, VillaTravellers uses the word “customer” to mean the party representative/booking party; and the word “customers” to mean all members of the booking party. VillaTravellers requires that all customers read these Terms & Conditions – point by point – and understand the rights and obligations of customers renting a property through VillaTravellers. If, after reading these Terms & Conditions, there are unanswered questions, VillaTravellers must be contacted in writing for further explanation.

  1. Agreeing to VillaTravellers’s Terms & Conditions and Privacy Policy

    By submitting the online Booking Form, the customer explicitly acknowledges having read and accepted the entirety of VillaTravellers’s Terms & Conditions and Privacy Policy.

  2. Designating a Booking Representative/Booking Party

    Each booking party must designate a booking representative to communicate on behalf of the booking group. The booking representative must make the booking with VillaTravellers and will be considered VillaTravellers’s contact person for all communications necessary in planning and carrying out the booking. The booking representative must be at least 18 years old and be authorised to make decisions for the booking party.

    VillaTravellers will not be held liable for any commitment made by the booking representative in the name and on behalf of the group, without the consent of each member of the group.

  3. Making a Booking

    The customer may make a booking request by phone, e-mail or through the online contact form.

    The booking procedure for bookings made more than 60 days before the customer arrival date is as follows:

    • Once VillaTravellers receives the booking request and confirms the availability of the requested property, a VillaTravellers Client Manager will send the customer the Booking Form by e-mail and place a 48 hour hold on the requested property. This represents VillaTravellers’s conditional offer for the rental of the property and any extra services the customer has requested.
    • The customer must fill in the Booking Form which includes the necessary information to complete the deposit payment (30% of the total cost). By completing and submitting the Booking Form, the customer is officially bound by it.
    • The booking is considered complete and binding if the following conditions are met:

      - the Booking Form must be duly completed and submitted, acknowledging and agreeing to the Terms and Conditions and to the Privacy Policy;

      - the customer must pay the 30% deposit within 48 hours of the submission of the Booking Form.

      If VillaTravellers does not receive both the completed Booking Form and the 30% deposit payment within 48 hours, the conditional offer will be terminated and the customer’s provisional booking will be cancelled.
    • The Booking Form must be completed by the booking representative with accurate personal details:

      - The booking representative must provide their home address, mobile phone number, e-mail address and send a copy of their valid passport or state identification card (in pdf, jpeg format).

      - The booking representative must select their preferred method of payment from those specified on the Booking Form and in these Terms and Conditions.

      If these conditions are not fulfilled, the reservation cannot be considered complete.
    • After the completed Booking Form and 30% deposit payment have been received, VillaTravellers will send the customer the Booking Confirmation.
    • After the remaining 70% of the total cost is received by VillaTravellers, at least 60 days before the arrival date, VillaTravellers will send the customer the final invoice.

    The booking procedure for bookings made less than 60 days before the customer arrival date is as follows:

    • Once VillaTravellers receives the booking request and confirms the availability of the requested property, a VillaTravellers Client Manager will send the customer the Booking Form by e-mail and place a 48 hour hold on the requested property. This represents VillaTravellers’s conditional offer for the rental of the property and any extra services the customer has requested.
    • The customer must follow the procedure and fill in the Booking Form which includes the necessary information to complete the full payment. By completing and submitting the Booking Form, the customer is officially bound by it.
    • The booking is considered complete and binding if the following conditions are met:

      - the Booking Form must be duly completed and submitted, acknowledging and agreeing to the Terms and Conditions and to the Privacy Policy;

      - the customer must pay the total cost within 48 hours of the submission of the Booking Form.

      If VillaTravellers does not receive both the completed Booking Form and the full payment within 48 hours, the conditional offer will be terminated and the customer’s provisional booking will be cancelled.
    • The online Booking Form must be completed by the booking representative with accurate personal details:

      - the booking representative must provide their home address, mobile phone number, e-mail address and send a copy of their valid passport or state identification card (in pdf, jpeg format).

      - the booking representative must select their preferred method of payment from those specified on the Booking Form and in these Terms and Conditions.

      If these conditions are not fulfilled, the reservation cannot be considered complete.
    • After the completed Booking Form and payment of the total cost have been received, VillaTravellers will send the customer the Booking Confirmation and the final invoice.
  4. Payment

    All VillaTravellers prices are in Euro. All payments to VillaTravellers must be made in Euro. As soon as the customer receives an invoice or any other documentation from VillaTravellers, the customer must review it thoroughly. If an error or any incorrect information appears on the invoice or any other documentation sent by VillaTravellers, the customer must notify VillaTravellers within five business days of having received the invoice or other documentation. If the customer does not notify VillaTravellers within five business days, VillaTravellers cannot guarantee that a change or correction will be made.

    The payment procedure for bookings made more than 60 days before the customer arrival date is as follows:

    • Deposit

      When the booking is made, 30% of the total cost is to be paid by the customer. This payment must be made to VillaTravellers exclusively by bank transfer or by credit/debit card with a MasterCard or Visa.

    • Balance

      The unpaid balance of the total cost must be paid at least 60 days before the arrival date. If this payment is not made at least 60 days before 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 VillaTravellers exclusively by bank transfer or by credit/debit card with a MasterCard or Visa.

    The payment procedure for bookings made less than 60 days before the customer arrival date is as follows:

    • Entire cost of stay

      When the booking is made, 100% of the total cost is to be made by the customer. This payment must be made to VillaTravellers exclusively by bank transfer or by credit/debit card with a MasterCard or Visa. For bookings made less than three weeks before arrival, only credit/ debit cards are accepted.

  5. Property Voucher, Refundable Security Deposit, Damages and Customer Conduct

    About two weeks before the arrival date, VillaTravellers will send the customer the necessary documents for their stay including the Property Voucher, detailed arrival instructions and the Security Deposit Receipt/Refund Agreement.

    A refundable security deposit is required to access the rental property. The amount of the refundable security deposit varies based on the rental property and will be indicated on the VillaTravellers-issued Property Voucher. The refundable security deposit will be used to pay for the expenses of repairs of any damages to the property that occur during the rental period.

    The refundable security deposit will be charged to your credit/debit card (MasterCard or Visa) at least two weeks before arrival. Cheques are not accepted.

    The amount of the security deposit will be used to cover the cost of potential damages reported by the customer or found upon inspection at check-out, it can also cover any extra fees for electricity usage or extra services requested by the customer.

    Payment of the Security Deposit by Credit/Debit Card:

    • The customer must provide VillaTravellers with their credit/debit card details at least two weeks before the arrival date. Only MasterCard and Visa are accepted. The amount of the security deposit will be held by VillaTravellers until three working days after check-out, unless there are outstanding charges to be made.
    • On the day of check-out, the customer and the property owner/manager/or VillaTravellers Client Manager must complete and sign the Security Deposit Receipt, which states whether there are any damages found and their repair/replacement cost.
    • If the customer reports no damage and if upon inspection no damage or mistreatment is found, VillaTravellers will release the full amount of the security deposit from the customer's credit/debit card after three working days from the departure date.
    • In case of damages found and stated on the Security Deposit Receipt, VillaTravellers will charge the agreed-upon amount to cover the damage to the customer's credit/debit card and release the balance after three working days from the departure date.
    • If the cost of damages is equal or exceeds the security deposit amount, VillaTravellers will charge the full amount to the customer's credit/debit card and invoice the remaining balance.
    • If the customer neglects to complete the full check-out process, and damages are found, VillaTravellers has the right to charge the amount to cover the repair/replacement, or to pay for extra services, to the customer's credit/debit card, without the customer's explicit consent.

      N.B. The check-out process must be completed in full by the customer. The full check-out process consists of meeting with the property owner/manager at the appointed time, correctly filling in the Security Deposit Receipt and signing the document. If there are any contestations for damages found, this will further be discussed with VillaTravellers. In this case, VillaTravellers always reserves the right to make a charge to the customer's credit card should incontestable damages be found.

    Please note that normal wear and tear of the property will not be counted as damage against the refundable security deposit.
    A hypothetical example of normal wear and tear would be a broken drinking glass.
    A hypothetical example of damage that costs less than the full security deposit on hold would be a broken umbrella, or broken window.
    A hypothetical example of excessive damages to a property that exceeds the amount of the refundable security deposit would be a broken table, or a broken jacuzzi.
    Please bear in mind that guests are responsible for the property and its indoor and outdoor facilities when they are staying at the villa. Any damages caused during your time at the villa are your responsibility. The cost of any such damages must be paid by the client. This payment will take the form of a charge made from your security deposit.

    If damages are found after your departure, we reserve the right to request payment. Failure to make payment will result in you being responsible for any claims made against us. Clients will also be responsible for paying any legal fees, including any third party's fees and those of VillaTravellers.

    By agreeing to these Terms & Conditions, every customer agrees to maintain a reasonable standard of conduct during the rental period and agrees to respect the House Rules found in the villa. We ask that all guests are respectful of the property and the villa staff. VillaTravellers reserves the right to enforce the immediate removal of any person(s) 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 VillaTravellers' own judgement. Upon removal from the villa, no refunds will be made. Inappropriate behaviours include but are not limited to:

    • causing damage to the property;
    • endangering or distressing any third party;
    • verbal, physical or threatening abuse;
    • using illegal drugs or participating in other illegal or disturbing activity on the rental property;
    • increasing the number of people at the rental property without notifying VillaTravellers and paying the appropriate extra cost;
    • bringing pets/animals onto the property without direct consent from VillaTravellers.
  6. Customer Changes/Cancellations

    To communicate a change or cancellation, the party representative must always contact VillaTravellers 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 VillaTravellers must be notified of any changes to an existing booking. VillaTravellers will try to accommodate a change to an existing booking whenever possible. However, changes are not always possible. Increases in the booking party size will only be accepted if the rental property can accommodate the increased number of people. If a customer wishes to increase the booking party size, the customer will be expected to pay the additional fees that apply to the reserved property. Decreases in the booking 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 booking representative must replace the designated booking representative or if the booking party in its entirety must change, the new booking representative and/or booking party must meet VillaTravellers's standards and agree to VillaTravellers's Terms and Conditions. VillaTravellers reserves the right to deny the transfer of an existing booking to a new booking representative or booking 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 VillaTravellers cancellation fee. The fees are outlined below:

    When the customer cancels a booking 60 days or more before the arrival date VillaTravellers 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 VillaTravellers 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 VillaTravellers 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 VillaTravellers will retain 100% of the total invoice as a cancellation penalty charge.
  7. When VillaTravellers Changes/Cancels an Existing Booking

    VillaTravellers 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. VillaTravellers reserves the right to make changes to a property or to the conditions of property use at any time. Most changes made by VillaTravellers are minor; however on occasion VillaTravellers 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, VillaTravellers 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 VillaTravellers 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 VillaTravellers.
    • The customer may decide to reserve a rental property of a similar standard to the property originally reserved. In this case, no refund by VillaTravellers 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 VillaTravellers.
    • 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 VillaTravellers and receive a full refund for all costs already paid.

    In the event that VillaTravellers must change or cancel an existing booking more than 60 days before the arrival date, VillaTravellers will not be subject to a penalty.

    In the event that VillaTravellers must change or cancel an existing booking less than 60 days before the arrival date, VillaTravellers 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 VillaTravellers 29-59 days before arrival VillaTravellers will provide the customer with €15,00 per person.
    When the customer is notified by VillaTravellers 14-28 days before arrival VillaTravellers will provide the customer with €30,00 per person.
    When the customer is notified by VillaTravellers 13-0 days before arrival VillaTravellers will provide the customer with €45,00 per person.
  8. Special Requests & Needs

    Often customers have special requests and needs regarding disability accessibility, allergies and other requests. VillaTravellers 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, VillaTravellers cannot guarantee that the request or need will be met. In this case, VillaTravellers will not be responsible nor able to provide a refund.

    Commercial filming and/or photography in any VillaTravellers villa is not allowed except with the express permission of VillaTravellers. We ask that this request is sent in advance, in writing to VillaTravellers.

  9. Arrival and Departure

    All VillaTravellers customers must arrive at the agreed-upon property at the agreed-upon arrival date from 4:00 pm onwards. The customer must clearly communicate to the property owner, property manager or VillaTravellers their intended arrival time on the agreed-upon arrival date. The customer must present the Property Voucher to the property owner, property manager, or VillaTravellers Client Manager upon arrival. If a customer must change an arrival or departure time, the customer must receive a written confirmation from VillaTravellers 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 VillaTravellers 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;

    VillaTravellers will work with the customer to find a new arrival time. If delivery of the property keys is not possible on the arrival date, VillaTravellers may decide to deliver property keys on the next available day. If the arrival time must be rescheduled no refund will be granted.

    The rental property must be vacated on the agreed departure date by 10:00 am in the presence of the property owner/manager or VillaTravellers Client Manager.
    The property owner/manager or VillaTravellers Client Manager will be on the villa grounds at 9:00 am given that check-out usually takes one hour, depending on the property.

    If an early check-out is needed (before 10:00 am, or the evening before an early departure), please arrange this with your Client Manager prior to your arrival in Sicily or the Local Manager as soon as possible during your stay. If your check-out takes place the evening before your departure, please ensure you leave the villa in good condition as you will be charged for any damages found after your departure.

    The check-out process must be completed in full by the customer. If the customer neglects to complete the full check-out process, and damages are found, VillaTravellers has the right to charge the amount to cover the repair/replacement, or to pay for extra services, to the customer's credit/debit card, without the customer's explicit consent.

    N.B. The full check-out process consists of meeting with the property owner/manager at the appointed time, correctly filling in the Security Deposit Receipt and signing the document. If there are any contestations for damages found, this will further be discussed with VillaTravellers. In this case, VillaTravellers always reserves the right to make a charge to the customer's credit card should incontestable damages be found.

  10. Travel Documents

    All VillaTravellers customers are responsible for educating themselves about and abiding by visa and passport law. VillaTravellers is not able to provide passport and visa advice nor is VillaTravellers 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. VillaTravellers will not be responsible for the costs of obtaining the necessary travel documents nor will VillaTravellers 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.

  11. 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, VillaTravellers will not be held responsible.

  12. Health Insurance

    All members of the booking party must have valid health insurance during the rental period. VillaTravellers will not be responsible for the costs of obtaining health insurance nor will VillaTravellers 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 booking party have the required health insurance.

  13. Cancellation Insurance

    VillaTravellers strongly recommends that all customers obtain cancellation insurance. It is the customer's responsibility to obtain cancellation insurance. VillaTravellers declines responsibility for loss due to customer cancellation.

  14. Safety, Injuries, Personal Damages and Insurance

    VillaTravellers 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 present on the rental property. The safety and well-being of children on a rental property is the sole responsibility of the customer. VillaTravellers takes no responsibility for children’s safety and well-being.

    Furthermore, neither VillaTravellers nor the property owner/manager will be responsible for personal damages, injury or death that takes place on the rental property. VillaTravellers will provide the customer with an electronic villa guidebook which explains the rules and guidelines for using the property facilities. All customers are expected to follow the guidebook'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. VillaTravellers 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.

  15. Customer Problems & Complaints

    On the rare occasion that a customer encounters a problem with a rental property, VillaTravellers will work with the customer to provide an acceptable solution.

    The customer will be provided with relevant contact details to enable 24-hour a day access to VillaTravellers for the duration of the holiday.

    Please note that VillaTravellers cannot be held responsible for problems reported subsequent to departure. It is important that complaints are registered promptly in order for them to be investigated fully. In the event of a problem, the following should be implemented immediately:

    • As soon as a problem or complaint arises the customer should communicate it verbally to both VillaTravellers and the property owner/manager immediately.
    • If the problem or complaint persists the customer should notify VillaTravellers immediately in writing.

    VillaTravellers will look into every problem and complaint on an individual basis and decide on the best course of action.

    VillaTravellers’s liability in all cases will be limited to the amount paid by the customer for the villa booking.

    If VillaTravellers agrees to refund a customer an email or an acceptance refund form will be sent to the customer via email. The customer must respond to the email or complete and return the signed form within seven days of receiving it. No refund will be granted if the customer fails to follow the instructions provided within the time-frames notified in these Terms & Conditions.

    No compensation will be offered in the following circumstances:

    • The customer fails to notify VillaTravellers of their complaint during their stay
    • The customer and the booking party have not taken reasonable care to protect themselves and the booked property
    • The customer or a member of the booking party is at fault
    • In the event of unusual or unexpected circumstances which are either unavoidable or beyond the control of VillaTravellers (see section 16 for more information on circumstances beyond the control of VillaTravellers).
    • Any event which VillaTravellers or the property owner/manager could not help or prevent
    • Resolution of the problem during the rental period
    • The offer of similar alternative accommodation by VillaTravellers
  16. Force Majeure and Issues Beyond the Control of VillaTravellers

    VillaTravellers 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 VillaTravellers’s reasonable control including, without limitation, war, riot, civil strife, terrorist activity, industrial dispute, natural disasters, adverse weather conditions, fire, flood, 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 the customers smooth arrival to the rented property.

  17. Brochure, Website and Photo Consistency

    Information listed in the VillaTravellers/soloSicily brochure and on the VillaTravellers website www.soloSicily.com are subject to change at any time without notice. VillaTravellers reserves the right to change brochure and website information, including price, at any time. The customer should be aware that new editions of the VillaTravellers/soloSicily brochure are regularly published. It is important to realise that the VillaTravellers/soloSicily brochure that may be in a customer's possession may not be up to date.

    VillaTravellers property and location photos displayed in the VillaTravellers/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 VillaTravellers 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. VillaTravellers cannot be held responsible for these changes and for the reasons listed above, VillaTravellers recommends that all customers review the website for the most up to date information.

  18. 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 VillaTravellers cannot be held responsible for losses, inconveniences or discontentment related to additional services.

  19. Extra Fees

    Sometimes the customer incurs extra fees during their stay on a VillaTravellers 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 VillaTravellers local manager, property owner or property manager. VillaTravellers cannot be held responsible for losses, inconveniences or discontentment relating to extra fees incurred.

  20. VillaTravellers’s Liability

    VillaTravellers chooses to work with the best property suppliers and property owners in Sicily. However, it should be noted that VillaTravellers takes no responsibility for the properties themselves. VillaTravellers concludes these Terms and Conditions with a concise list of occurrences and elements for which VillaTravellers cannot be held responsible and cannot offer any compensation or refund. VillaTravellers 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 VillaTravellers;
    • 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 VillaTravellers where VillaTravellers was not informed of the misinformation within five 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 VillaTravellers 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 on the designated date/time;
    • any false or untrue information provided by the customer;
    • the customer’s inability to read or understand these Terms & Conditions.
  21. 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.

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