ALL RESERVATIONS ARE SUBJECT TO CONFIRMATION

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Your payment mode & credit card guarantee

A credit card is required as a guarantee against late cancellation, REGARDLESS OF THE PAYMENT MODE CHOSEN.
Credit card payments will be processed two weeks prior to the date of service. For Paypal we will send you an invoice, and payment is due two weeks prior to the service. In the case of multiple bookings, payment is due two weeks prior to the first service.
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Terms of Service

General Conditions and Terms

Vehicle and driver services furnished by Papillon Service, a fully licensed and insured N.C.C. (chauffeur service)

Chamber of Commerce of Livorno registration no . 141523

Society address: Via Pacinotti, 80 – 57128 Livorno – Italy

P. Iva 01597230497

Cod. Fisc. NNN RRT 55T27 Z110T

All itineraries and other services arranged by Cendrillon LLC, travel agents

412 N. Main St., Suite 100 – Buffalo, WY 82834 – USA

BAD WEATHER/PORT CHANGES

For cruise ship passengers: if your ship does not dock due to bad weather you will not be charged (you will refunded in full if you’ve paid in advance). In the event you will be docking at an alternative port where the service can be carried out within reason, we will be in touch to get your approval for any necessary modifications to the itinerary and any additional costs. If you get wind of a port change please contact us at your earliest opportunity.

Inclement weather is not grounds to cancel a service at the last minute. If you choose to cancel a service because of bad weather our cancellation policy will be applied.

CHANGES TO YOUR BOOKING

You must notify us in writing of any changes you’d like to make to your booking. You will receive a revised confirmation if we’re able to accommodate the change. If you don’t receive a revised confirmation it is your responsibility to follow up with us. Note that in high season it may be problematic to get certain pre-booked tickets, guides or appointments at wineries; we cannot be held responsible for any lack of availability.

Regarding changes to the number of passengers with less than 48-hours’ lead time:

If you are reducing the number of passengers, you are obligated to pay for the number of passengers on your confirmation. This applies to any pre-booked items such as tickets or wineries as well. For example, if you are confirmed for 8 pax and only 6 show on the day of service you will be required to pay for 8.

If you are increasing the number of passengers, the applicable rate will apply. Not all vans hold 8 passengers so we should be apprised in advance of any increases in the number of pax as we may need to reassign vehicles.

CREDIT CARD GUARANTEE

When you make a booking no deposit is required. YOUR CREDIT CARD IS TAKEN ONLY AS A GUARANTEE. We will not take payment with it unless you specifically request us to do so.

DURATION OF SERVICE/ADDITIONAL TIME CHARGES

Excursions start at the time indicated and last for the duration specified. Additional time will be billed at 60 Euro per hour per vehicle (for sedans and vans that hold up to 8 pax; different rates apply to larger vehicles). If you are on a cruise ship and unable to disembark at the time indicated due to late arrival of the ship, we will compensate for time lost, within reason. For transfers the rate is flat and the duration is approximate; additional time would apply for any stops made at your request

EXCLUSIONS

Food, beverages, entrance fees and gratuities are not included in the rate.

LIABILITY

Papillon Service is not liable for personal injury, loss or damage of luggage or belongings, or death. The company is not responsible for any injury, loss, delay, or inconvenience caused by force majeure (such as wars, floods, unusually severe weather, acts of god, etc.) or other events (such as strikes, road closures or traffic jams) which are beyond our control or which are not preventable by reasonable care by Papillon Service.

We strongly recommend that you arrange trip insurance to cover cancellation due to unforeseen circumstances or those beyond your control.

OUR RIGHT TO MAKE CHANGES

Papillon Service reserves the right to make changes to any itinerary according to our best judgment and in the best interest of the client, and with respect to available time, the scheduled end time of the tour, and/or our obligation to get clients to port, airport or other destination by a specified time.

PAYMENT MODES

Payment may be made in cash IN EURO at the end of the service, or by credit card 2 WEEKS in advance IF YOU REQUEST IT IN WRITING, either at the time of booking or at least 2 weeks prior to the service. We will process payment using the credit card given as a guarantee unless you notify us otherwise.

For payment made is US dollars a 7% supplement will be applied to that day’s rate of exchange.

RESPONSIBILITY FOR ACCURACY OF INFORMATION

The client or their agent is responsible for the accuracy of information provided when they make their booking. The client or their agent is also responsible to check the booking confirmation received from Papillon Service for accuracy and to inform us of any errors at least 14 days prior to the service date. Particular attention should be given to the date and pickup time; if arriving by cruise ship, the client or their agent should inform us in the event that the ship is scheduled to dock after the pick-up time indicated in their booking confirmation.

WHAT TO EXPECT FROM YOUR DRIVER

For full-service excursions: An English speaking driver-guide is standard. We refer to them as driver-guides because they can be sharing information with you as you travel or are stopped in the vehicle. They will give you an orientation before you leave the vehicle for planned stops, then coordinate with you to give you enough time to visit each area.

  • In Italy: PLEASE NOTE that driver-guides are by law NOT PERMITTED TO ENTER TOURIST SITES with you NOR ACCOMPANY YOU once you exit the vehicle. Local licensed guides (who would accompany you when you leave the vehicle and who are authorized to enter churches, museums and other tourist sites with you) are available for additional cost.
  • In France (unlike Italy) driver-guides are also licensed as local guides, and local ordinances make it possible for them to accompany clients on foot and inside tourist sites.

For transfers: We do not guarantee fluent English speaking driver-guides for transfers. We guarantee a properly licensed driver with basic English skills, sufficient to interact with you about the necessities and get you to your destination as planned.

COMPLAINTS

Complaints must be made in writing to Mr. Robert Iannone via email at info@papillonservice.com within 12 days of the date of service and prior to posting any negative comments on any forum such as TripAdvisor or Cruise Critic.

JURISDICTION FOR LEGAL DISPUTES

Contracts with Papillon Service are governed by Italian law and in case of a dispute that we can not settle amicably, jurisdiction is conferred to the Italian courts.

Cancellation and Refund Policy

-100% fee applies to cancellations received less than 48 hours prior and for no-shows

-50% fee applies to cancellations received from 14 days to 48 hours prior

-No charge for cancellations made with at least 14 days notice

The cancellation penalty will be applied to on all items on your confirmation and charged to the credit card you gave as a guarantee.

You will receive a notice of cancellation once your request has been processed. If you don’t receive the notice it is your responsibility to follow up with us.

BAD WEATHER/PORT CHANGES

For cruise ship passengers: if your ship does not dock due to bad weather you will not be charged (you will refunded in full if you’ve paid in advance). In the event you will be docking at an alternative port where the service can be carried out within reason, we will be in touch to get your approval for any necessary modifications to the itinerary and any additional costs. If you are notified of a port change please contact us at your earliest opportunity.

Inclement weather is not grounds to cancel a service at the last minute. If you choose to cancel a service because of bad weather our cancellation policy will be applied.

IF WE DONT ACCOMPLISH ALL ITEMS ON THE AGENDA

No discounts or refunds will be given if all items on an agenda are not accomplished, regardless of the reason.

IF YOU CHOOSE TO CUT A SERVICE SHORT

No discounts or refunds will be given should a client choose to cut a tour short or eliminate items from the agenda.

PREPAID TICKETS

Prepaid tickets to museums and attractions are non-refundable once procured. Papillon Service is not liable for missed entry, no matter how caused.





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Toll free from Canada and the US

  1 844 811 2100 

Please note: Your call rings on our phone in Italy.

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Privacy Policy

Our Site doesn't use "cookies". We collect personal identification information from Users only if they voluntarily submit such information to us. Papillon Service® will not disclose any personal information to any outside party without the customer's knowledge and consent. Your information helps us to more effectively respond to your customer service requests and support needs The information of any customer's tour reservations are not revealed to any outside party except as necessary to provide the service requested. In instances where Papillon Service® requests certain personal information, Papillon Service® will only use this information for the purpose for which it was supplied. All logs, addresses and catalogs traffic throughout our Site will be used for system administration purposes only.

By using our Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use the Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.