General Policy

YOUR LOCAL GUIDE SNC ROMEO AND JULIET GUIDE is a licensed Travel Agency and Tour Operator owned by Your local Guide Snc and based in Verona, via Santa Maria Rocca Maggiore 1, 37129 Verona. It organizes and carries out the excursions presented in the programme on the basis of the administrative authorization of the Verona Provincial Authority, n.0011989 del 02/03/2018. The program conforms to the text established according to the D.L. 111/95, approved by EEC regulation no. 90/314. Confirming any service with email, fax or through the concierge and travel agency implies to have read and agreed the terms and commission explained as follows. Notwithstanding any contrary clause, the contract is governed by the provisions of law no. 1084 dated 27.12.77, ratification and enactment of the International Convention relating to the Travel Contract (CCV ). 


A specified minimum number required to start any excursion, unless specified. Bookings are subject to place and language availability. Where, due to operational difficulties or reasons beyond its control (travel conditions, strikes, changes in opening hours, closure of museums, delays or other problems), the organization should be obliged to change the program, then an alternative itinerary and/or visits to other museums will be proposed, without any variation to the established tariff, and the client will be informed prior to departure. In the case of unexpected increases of individual prices, exceeding 10%, as a result of new taxes or duties, the tariffs will be adjusted and the clients notified in writing. All travellers under the age of 18 must be accompanied by an adult who is responsible for the child’s day to day care. Please refer to the child policy of each individual Your Local Guide service for more details. Proof of age must be available for inspection on the day of travel. If a traveller is identified as not qualifying for a child price (if a child price is available for the tour), the traveller will be required to provide the balance of difference between the adult rate and child rate for the tour before being permitted to start the trip. The traveller making the booking is responsible for their own actions and the actions of other travellers included in their booking. If Your Local Guide deems your or the your party’s actions to cause danger to other travellers or our staff, interfere with other clients enjoyment of the trip or be deemed to be offensive to the local community and culture Your Local Guide reserves the right to remove you from the tour effective immediately. No refund will be supplied. The decision of the Your Local Guide guide is final on all matters likely to affect the safety or well-being of any person participating in the trip. If you fail to comply with a decision made by a Your Local Guide guide, or interfere with the wellbeing of the group, the guide may order you to leave the trip immediately, with no right of refund. You must at all times comply with the laws, customs, foreign exchange and drug regulations of Italy, and you also agree to travel in accordance with our responsible travel guidelines. Guests grant Your Local Guide express permission to take photographs or make film records of its trips for promotional and commercial use, as well as approving such use by third parties with whom Your Local Guide may engage in joint marketing, without financial remuneration. Online Selling contract Online selling contract means a distance contract between a store, Romeo And Juliet Guide based in Verona – Via Santa Maria Rocca Maggiore 1, and a consumer using internet. All contracts will be closed directly by the user access to website, where client will finalize the online purchase of goods. It’s assumed that final user is the person that is buying service or goods not for his professional activity. Here follows all the conditions that will be valid until changed by the supplier. Any change of conditions of sale will be affective from the time they are published on website and will refer to sales made from that moment onwards. Sells prices and purchase terms All goods prices, that are a consumer offer according to article 1336 c.c., including Italian taxes. All packages are virtual product so no shipping cost will be added to products. The prices are intended per person unless explicitly indicated. The purchase contract is concluded through providing and the expressed consensus of manage personal data. The customer can pay for the goods ordered using only the payment methods indicated on-line at the time of purchase. Once the payment has been made, the customer will receive by e-mail the vouchers for the use of the chosen package, other necessary documents (eg maps with itineraries and timetables, etc.) and/or an order confirmation. Buyer’s duties The client, after online order closing, has to print and save this general purchase conditions that he has also accepted in buying procedure, as well as the specific characteristics of the purchased product, according to artt. 3 and 4 of the italian Decr. Legisl. n. 185/1999. It is strictly prohibited to provide false data during the registration process required for execution of this contract and all subsequent communications. The personal data and e-mail address must be real data and not some of another person. It is expressly forbidden to make double entries for a single person or enter data of third parties. The company reserves the right to prosecute any violation or abuse, and for the protection of all consumers. 



  • Cancellations within 8 days before the date of the booked service will get full refund of the amount paid by crediting the credit card used for payment. • Cancellations between 7 and 3 days before the date of the booked service will get a refund of 50% of the amount paid by crediting the credit card used for payment. • Cancellations with less than 48 hours of the date of the booked service will not be entitled to any refund. 



  • Legally Your Local guide Snc is allowed to take a deposit of 50% not refundable of the full amount once the client/Travel Agency confirms by e- mail the activity. • Cancellations within 20 days before the date of the booked service will get full refund of the amount minus the deposit • Cancellations after 20 days before the date of the booked service will not be entitled to any refund 



  • Cancellations within 20 days before the date of the booked service will get full refund of the amount minus the deposit • Cancellations after 20 days before the date of the booked service will not be entitled to any refund 



  • Legally Your Local guide Snc is allowed to take a deposit of 20% not refundable of the full amount once the T.O./Travel Agency confirms by e- mail the tour/activities • Charge of 50 % of the total amount for tours cancelled up to 30 calendar days before the date of the tour • Charge of 100% of the total amount for tours cancelled after 30 calendar days before the date of the tour. REFUND No reimbursement will be granted to any client who is not at the place of departure at the time established; similarly, no reimbursement will be granted to clients who lose contact with the guide or who do not complete the excursion. Romeo and Juliet Guide reserves the right to cancel any trip before it is guaranteed to run, a trip is guaranteed to run once it has the specified minimum number of travellers. Romeo and Juliet Guide reserves the right to cancel any trip, including a guaranteed trip, at any time prior to departure due to terrorism, natural disasters, political instability or other external events which make it intrepid to operate our planned schedule, and in these case there will be any refund. If Romeo and Juliet Guide cancels, for other reasons, a trip on which you are holding you may choose between an alternative trip or a refund. The company is not responsible for any incidental expenses that you may have incurred as a result of your booking such as visas, vaccinations, non-refundable flights or loss of enjoyment, etc. If the alternative trip chosen is of a lower value than that originally booked then you are entitled to a refund of the price difference. If the alternative tour chosen is of a higher value then you will pay the difference in price. 


RAIN POLICY The guide/tour leader evaluate weather conditions before leaving and decides. But we usually start the tour rain or shine, if possible we give an alternative solution for customers. But if a customer does not accept the choice of the guide is not entitled to any refund. 

INSURANCE The excursions scheduled in the programme are covered by third-party insurance for the risks by UNIPOL SPA, the indemnity limits and the guarantees laid down in D.L. 111/95. All guests are covered by individual medical insurance. Your local Guide snc cannot accept responsibility for damage caused by third parties or for reasons beyond their control, and cannot be held responsible for the loss of valuables, luggages or objects during excursions. Guests are responsible for: choosing a tour that suits their abilities, fitness level and state of health; arriving at the point of departure with the clothing and gear suited to that season; respecting the laws and customs of Italy; following environmental guidelines and regulations while on the tour in accordance with leader direction; and respecting the rights and privacy of other tour members. An individual may be asked to leave a tour if the leader feels that the person’s continuing participation may prove detrimental to the individual or to the well-being and enjoyment of other guests. Any complaint by the client must be communicated in writing to the organization staff within and no later than 10 business days after the date of the tour. Any disputes will be settled by The Court of Verona (Italy). 



Any personal information provided or collected through the operations performed on will be treated only by Your local Guide snc, located at Via s.m.r.Maggiore 1, Verona. The data will be used only to communicate with the customer, to manage orders and process accounting required by the Italian tax legislation. Selling customer’s personal information to anybody is not part of the activities of Your local Guide snc, therefore the customer’s personal information will be disclosed only in the case where this is expressly required by the Italian law. All staff of “Your local Guide Snc” in the conduct of its business is acting in a manner consistent with this privacy statement.