Terms and conditions

UPDATED to JULY 1ST 2025

 

THE FOLLOWING ARE THE GENERAL TERMS AND CONDITIONS OF SALE THAT GOVERN THE RELATIONSHIP BETWEEN SIRENS BAY TRAVEL AND THE CLIENT, FOLLOWING THE CONCLUSION OF THE PACKAGE PURCHASE CONTRACT. THEY ARE BINDING ON ALL CLIENTS. PLEASE READ THEM CAREFULLY.

 

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“AgeNCY”: Sirens Bay - owned by Nicola De Angelis, legally registered at Viale Europa 130, 80053 Castellammare di Stabia, province of Naples (Italy), registered at the Naples Chamber of Commerce (REA: NA - 1134665) and VAT number 10803421212, which organizes travel packages and resells tourist services and excursions, which it sells or offers for sale directly through its Official Website.

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"AgenCY": may also refer to it as Tour Operator, DMC, Travel Agency.

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“INSURANCE”: this is an insurance that covers the risk of trip cancellation, assistance, medical expenses, and loss and/or damage to baggage. The insurance relationship is established directly between the customer and the insurance company, and all obligations and charges arising from the insurance policy are therefore the sole responsibility of the customer.

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“our destinations”: is the Agency's online catalogue which, published periodically, contains the complete list of Packages offered for sale by the Agency in the reference period indicated therein, as well as all the information required by Article 34 of the Tourism Code.

 

“General sale conditions”: are the terms, conditions and all information relating to the Agency contained and published on the Official Website, in addition to any other information that constitutes specific conditions of the Contract between the customer and the agency, including the information notes and the Conditions of Carriage.

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“carriage conditions”:  are the terms and conditions applied by any Carrier operating air and/or land and/or sea transportation. They may refer to or be subject to legislative provisions and other regulations in force in the Carrier's country and/or international conventions that could limit the Carrier's liability, or exonerate it entirely. The Conditions of Carriage between the Agency and the customer are those published on the Official Website and brought to the customer's attention before the contract is concluded. The Conditions of Carriage of each other Carrier are made available to customers upon request.

 

“Contract”:is the contract stipulated between the Agency and the Client pursuant to Article 36 of the Tourism Code and concerning the purchase of the Package by the Client, as evidenced, among other things, by the confirmation invoice issued and sent by the Agency to the Client. The General Conditions of Sale are an integral and substantial part of the Contract. The Contract contains all the elements required by Article 36 of the Tourism Code.

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“Excursion”: any tour or activity that the Agency offers for sale directly through the Official Website.

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“day”: any day of the week, Monday through Sunday, without exception. "Package": a tourist package including at least two Services, such as Transfers, Accommodation, Excursions, any flights, and/or other services.

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“Package”:  it is the tourist package including at least two Services, such as Transfers, Accommodation, Excursions, any flights and/or other services.

 

“Client/customer”: means any natural person who uses the Package as a Consumer pursuant to Legislative Decree no. 206/2005 and subsequent amendments (“Consumer Code”), indicated in the Booking confirmation, invoice, or travel documents issued by the Agency. If the Contract concerns multiple parties, the person entering into the Contract (“Primary Customer”) guarantees that he or she is authorized to act on behalf of such parties and guarantees that all contractual obligations will also be fulfilled by the other parties indicated in the Contract.

 

“Client with Disability” or “Client with reduced mobility ”: is any customer whose mobility when using a means of transport is reduced due to a physical disability (sensory or motor), mental or psychological, an impairment or any other cause of disability, permanent or temporary and who, due to their condition, requires special assistance and specific services suitable to address such disability.

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“Booking/reservation”: is the procedure followed by the Client to conclude the Contract with the Agency. "Price": is the purchase price of the Package selected by the Client as payment for all included services (and, therefore, excluding those services listed in the Package definition as excluded services). If the Client has chosen to purchase optional services, the Price will also include the cost of those services. The price is per person, except for Services that require a minimum number of participants.

 

“Price”:it is the purchase price of the Package selected by the Customer as consideration for all services included therein (and, therefore, with the exclusion of the services indicated in the definition of the Package as excluded services). In the event that the Customer has chosen to purchase optional services, the Price will also include the cost of said services.  The price is per person, except for Services that require a minimum number of participants.

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​“official website”:  is the set of web pages, documents, and hypertext structure accessible from the address www.sirensbaytravel.com "Term": is the period of time between two specific dates within which the Customer must exercise the rights and/or options provided by law and/or the Contract. The calculation of the Terms and Conditions set forth in these General Conditions of Sale does not include the day of departure, nor the day on which the communication is sent or the payment is made by the Customer.

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“deadline”:  is the period of time between two specific dates within which the Customer must exercise the rights and/or options provided by law and/or the Contract. The calculation of the Deadlines set forth in these General Conditions of Sale does not take into account the day of departure, nor the day on which the communication is sent or the payment is made by the Customer. 

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"Ticket": means any type of ticket required to carry out an activity.

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“carrier”: means the entity that has undertaken to transport or is carrying the Client, as indicated on the Booking Voucher, airline ticket, or any other travel document issued for transportation, and which is referred to in such documents as the Carrier. The term "Carrier" includes the owner, charterer, operator, and their employees and/or representatives of any transportation service provider.

 

​"Voucher": a document issued by the agency to its customers as proof of their right to use certain services (hotel accommodations, meals, excursions, transportation, etc.) during their trip, previously paid for by the agency.

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• 1 - Booking Procedure and Contract Conclusion

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To book and/or purchase a Package, the customer can access the Official Website directly or contact the Agency via email or telephone using the official contact details. Once the Contract is concluded, the customer will receive a copy from the Agency.

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• 2 - Price revision pursuant to Article 39 of the Tourism Code

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The Agency reserves the right, pursuant to Article 39 of the Tourism Code, to modify the Price indicated in the Contract as a result of changes in:

a) taxes or charges on travel services included in the contract imposed by third parties not directly involved in the performance of the package, including landing, disembarkation, and embarkation taxes at ports and airports;

b) the cost of fuel or other energy sources;

c) exchange rates relevant to the package

If, pursuant to one or more of the above parameters, the Price increase exceeds 8%, the customer will have the right to withdraw from the Contract and obtain a full refund of the amount already paid. This withdrawal must be exercised within 14 days from the date the customer receives notification of the Price increase from the Company.

 

In accordance with Article 40 of the Tourism Code, as an alternative to cancellation, the Agency may offer the client a Substitute Package. In this case, the customer must communicate, within the aforementioned 14-day period, their acceptance of the proposed Substitute Package, which, subject to the Agency's verification of availability, will become the subject of the Contract:

(I)without additional charges, if the Replacement Package is of equivalent or superior quality to the original Package; or

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(II) upon reimbursement of the price difference to the Customer, if the Replacement Package is of inferior quality to the Package originally purchased. In this case, the Customer will be entitled to a refund of the price difference within 14 days from the date the Agency notifies the customer of the availability of seats for the Replacement Package.

If there is no availability for the Replacement Package, the Agency will promptly notify the customer, and the Contract will be deemed terminated, with the client entitled to a full refund of the amount already paid. If a change to one of the above parameters results in a significant reduction in the Price, the customer will be entitled to a reduction in the Package price.

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• 3 -Tickets

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Some activities may require the customer to purchase entrance tickets, such as museums, archaeological sites, shows, trains, ferries, etc. The Agency can purchase these tickets for the customer and include them in the package or sell them as a service.

 

In the event of a customer withdrawal or a cancelled event/trip, the Agency will provide a refund only if applicable and within the terms of the activities, carriers, or portals selling the aforementioned tickets. Customers are advised to read the terms and conditions of the platforms, carriers, or activities involved, which will be shared by the Agency upon signing the contract.

 

In the event of a customer's cancellation of either a package or an individual service, please refer to Article 7 of the Terms and Conditions of Sale. If the organization or carrier cancels the activity/trip well before the customer reaches the starting point or embarkation point, the Agency will notify the customer immediately. If the customer learns of the cancellation of the activity/trip upon arrival, the customer must contact the Agency immediately so that they can provide a refund or a date change, if applicable, or find an alternative solution. Please refer to Article 8 of the Terms and Conditions of Sale.

 

Booking service fees and any commissions incurred by the Agency are non-refundable to the customer.

 

 Any date or name changes will be made by the Agency only if the terms and conditions of the activity, carrier, or ticket purchasing platform allow it and if there is availability. Therefore, the Agency, upon prior notification to the customer, will comply with Article 6 of the Agency's terms and conditions of sale.

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• 4 - Eligibility to travel

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All customers declare that they are in a suitable condition to travel such as not to compromise the safety and comfort of other customers during each moment of the excursion, as well as that they can be transported in accordance with the applicable safety requirements and established by national and European Union legislation, as well as international conventions..

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• 5 -Dietary Requirements, Allergies, and Intolerances

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• 5.1 - In the event of specific dietary requirements, whether due to medical conditions or personal preferences, the Client is required to communicate these requirements to the agency in writing prior to signing the contract. This will allow the Agency to take all necessary precautions and assist the Client in selecting appropriate foods. The Agency declines all responsibility for food consumed by the Client if: (i) the dietary requirement was not communicated as described in the previous article; or (ii) the food was not directly provided to the Client during the excursion.

• 5.2 - Certain foods may cause allergic reactions in some people due to intolerance to one or more ingredients. If the customer is aware of an allergy to any substance or has an intolerance to certain foods, he or she must notify the Agency prior to the conclusion of the Contract, in order to allow the Agency to take all necessary precautions and assist the Customer in choosing suitable foods. The Agency will not be liable for any food consumed by the customer if: 
  I) the allergy and/or intolerance has not been communicated in the manner indicated in the previous article;
  II) the food was not directly administered to the customer during the excursion.

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• 6 -Customer replacement pursuant to Article 38 of the Tourism Code and other contract modifications at the customer's request

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•  6.1 - Pursuant to Article 38 of the Tourism Code, the customer may transfer their package travel contract to a third party who satisfies all the conditions for use of the service. To this end, the customer must request the Agency to replace the customer no later than 7 working days before the departure date. Specifically, replacement of the customer will be possible if (a) the customer communicates to the Agency within the aforementioned deadline the complete personal details of the transferee; (b) there are no impediments relating to passport, visas, health certificates, hotel accommodations, transportation services, or any other reasons that would make it impossible, in whole or in part, for anyone other than the transferring customer to enjoy the package.

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If the above conditions are met, the customer's replacement will in any case be subject to:

A ) payment of the Package Price;
B) payment of any costs, penalties, and/or surcharges charged by airlines or other carriers for changing the name on the ticket;
C) payment of any additional costs arising from the transfer of the contract, particularly those related to modification fees.

Subsequent transfers of the contract will always be possible, provided that the conditions outlined in this article are met and will also be subject to the payment of the above-mentioned costs. ​As provided for in Article 38, paragraph 2 of the Tourism Code, both the transferor and the transferee will be jointly and severally liable to the Agency for the payment of the Package Price and any additional costs arising from the transfer and referred to in this Article 12. Any further transfer of the contract after the seventh day from the Package/Service Start Date will result in the application of the penalties outlined in the General Conditions of Sale.

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• 6.2 - The Customer also has the right, even after the invoice has been issued and more than once, to replace the purchased Package ("Purchased Package") with another Package ("New Package") provided that:

A) The departure date of the New Package is later than that of the Purchased Package;
B) The request to replace the Purchased Package with the New Package is received by the Agency no later than 30 days before the scheduled departure date of the Purchased Package and there are places available for the New Package;
c)The departure of the New Package is scheduled within 90 days of the scheduled departure date of the Purchased Package. If the above conditions are met, replacing the Purchased Package with the New Package will in any case, be subject to administrative costs for the customer due to the costs of modifying the request:
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It is understood that, in addition to the administrative costs indicated above, if the price of the New Package is higher than that of the Purchased Package, the customer will be charged the relative price difference, to be paid at the time of booking. However, if the price of the New Package is lower than that of the Purchased Package, the customer will not be entitled to a refund..

In the event that the customer avails himself of the right to replace the Purchased Package with the New Package, he will have the right to withdraw from the new contract pursuant to the following article 7, but the Terms indicated in article 7.3 will be calculated with reference to the departure date of the Purchased Package.

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• 6.3 - In the cases provided for in Articles 12.1 and 12.2 above, where the Package also includes the cost of airfare or transportation by other carriers, the Agency will work with airlines and other Carriers, within its scope, to satisfy the client's requests regarding changes to names, flight dates, and/or other elements of the transportation contract. Any additional costs incurred by the Agency—specifically, cancellation penalties, surcharges charged by airlines or other Carriers, as well as the cost of purchasing new tickets, which, with the customer's consent, may become necessary—will be borne by the customer.

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• 7 - Withdrawal of the client and the Agency from the contract

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• 7.1 - Pursuant to Article 41, paragraph 7 of the Tourism Code, in the case of contracts negotiated away from commercial premises, the customer has the right to withdraw from the contract without penalty and without providing any reason within a period of five days from the date of conclusion of the contract or, if later, from the date on which the customer receives the contractual conditions and preliminary information. In the case of offers with significantly lower rates than current offers, the right of withdrawal is excluded. In this case, the agency documents the price change, adequately highlighting the exclusion of the right of withdrawal.

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• 7.2 - Without prejudice to the above, regardless of the method of purchasing the Package, the customer may withdraw from the Contract at any time, pursuant to Article 41 of the Tourism Code, by sending written notice via email to the agency. As a result of the customer's withdrawal from the Contract, the latter will be immediately terminated and void of any effect, and all tickets issued pursuant to the same will be cancelled.

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• 7.3 - If the Customer withdraws from the Contract, he will be required to pay the following penalties as compensation for the withdrawal:

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A) Up to 96 hours before departure, no penalty will be applied and the customer will receive a full refund, excluding cancellation fees for 

third-party services and/or costs and fees related to the payment method.

B) From 95 to 48 hours before departure, the customer will be required to pay 50% of the booked package/service;
C) From 47 hours until the time of departure/activity start, the customer will be required to pay 100% of the booked package/service.
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Failure to show up on the departure date (so-called "no show") specified in the Travel Package will be considered a cancellation made on the departure date. Therefore, a 100% cancellation fee will be applied. Customers who fail to show up in time for the start of the package/service, as well as customers who are unable to use the package/service due to lack of or irregularities in the required travel documents, including valid residence and/or transit visas for all countries included in the itinerary of the package/service, will not be entitled to any refund. Customers who, for any reason, abandon the package/service once it has begun will not be entitled to any refund.

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• 7.4 - In the event of cancellation and/or failure to use the Package/Service for which insurance coverage is in effect, the customer shall promptly request reimbursement from the insurance company for the penalties referred to in the previous articles. Any difference between the amounts due by the customer under this article and those paid by the insurance company shall be the sole responsibility of the customer.

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• 7.5 - Subject to the provisions of Article 9 below, the Agency may also withdraw from the Contract at any time using the same procedures outlined in Article 7.2 above. In this case, the Agency will offer the Client a full refund of any payments made.

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• 8 -  Changes to the contractual conditions by the Agency pursuant to Article 40 of the Tourism Code

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• 8.1 - The Agency, in accordance with the provisions of Article 40, paragraph 1 of the Tourism Code, reserves the right to make minor changes to certain elements of the Contract, undertaking to communicate such changes clearly and precisely with adequate advance notice via email directly to customers.

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• 8.2 - Furthermore, in accordance with the combined provisions of Articles 39 and 40 of the Tourism Code and without prejudice to the provisions of Article 3 above, if, prior to departure, the Agency needs to significantly modify one or more elements of the Contract, it will immediately notify the customer in writing, specifying the type of modification and the resulting price change. If the customer does not accept the proposed modification above, they may withdraw from the Contract without penalty within 14 days from the date of receipt of the notice referred to in Article 8.1 above. In this case, the Agency will refund the customer the sum already paid within 14 days of exercising the right of withdrawal.

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• 8.3 -  With the notice referred to in Article 14.2 above, the Agency—in addition to reiterating the customer's right to cancel the Package/service—may offer the customer the opportunity to use (and, therefore, book), subject to availability. If there is availability, the Agency will notify the customer, and the replacement Package/service will automatically become the subject of the Contract:

I) without a price supplement, if the replacement Package/service is of equivalent quality to the original Package/service, or 
II) with a refund of the price difference, if the replacement Package/service is of lower quality than the original Package/service.

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In the latter case, the customer will be entitled to a refund of the price difference within 7 days from the date the Agency notifies the customer of the availability of the Replacement Package/service. If there is no availability for the Replacement Package, the Agency will promptly notify the customer, and the Contract will then be deemed terminated, with the customer entitled to a full refund of the amount already paid.

 

• 8.4 - The client will be required to notify the Agency of its decision in writing by email.  The Customer may exercise his choice within 14 days from the date of receipt of the notice referred to in the previous article 8.1.

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• 9 - Cancellation of the package by the company pursuant to Article 41, paragraph V of the Tourism Code

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• 9.1 - In accordance with Article 41, paragraph 5 of the Tourism Code, the agency will have the right to cancel the Package, upon written notice to be sent without undue delay to the customer and without being required to pay any additional compensation, in the following cases:
  
  A) if the minimum number of participants required for each specific activity is not reached for the relevant package/service. This eventuality will be communicated to the customer at least 4 days before the departure date. This does not apply to certain specific packages/services or tailor-made experiences, where the cancellation conditions due to minimum numbers being reached will be determined based on the activity. 
  
  B) in the event of unavoidable and extraordinary circumstances.

In the above cases, the Agency will offer the customer the following alternatives:

A) Book, at the customer's discretion, after checking availability, alternative tourist packages/services of equivalent or superior quality to the cancelled or inferior package. If the value of the package is lower than the original, the customer will be refunded the price; if the value is higher, the customer will be required to pay the price difference.
B) Book a replacement package/service offered by the Agency without a price supplement, if the replacement package/service is of equivalent quality to the original package, or, if the replacement package/service is of inferior quality, with a refund of the price difference.
C) Withdraw from the Contract; in this case, the customer will be fully refunded the sum already paid within the terms outlined in Article 40, paragraph 5 of the Tourism Code

 

• 9.2 - The customer must communicate his/her decision to the Agency within 14 days from the date of receipt of the notice of cancellation of the Package/service in writing to the Sirens Bay Travel email address.

 

• 9.3 - Without prejudice to the above, the Agency reserves the right to not accept or cancel reservations made by or on behalf of customers who, during a previous Package/Service, have:
  
  A) endangered the safety of workers or any collaborators;
  B) caused damage to the carriers' furnishings, facilities, or property, or to the location of the activities or the surrounding environment;
  C)left unpaid the account for extra expenses or other outstanding debts with the Agency;

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If a booking is cancelled pursuant to this article, the Agency will inform the customer accordingly and refund the amount paid for the Package booking.

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• 10 - Complaints
   

For any disservices, the customer can contact the staff on site. If the latter is unable to resolve the problem, any complaints must be submitted in writing to the Agency no later than the legal deadlines.
 

Customers are obliged to immediately express any inconvenience that occurs during the performance of the package/service by communicating it to the on-site staff or to the agency also via emergency numbers. Any dispute made after the package/service has been carried out, the Agency will only take note of this as feedback and will not proceed with refunds.

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• 11 - Consumer Protection

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• 11.1 - Concerning consumer protection, the Tourism Code and other applicable laws in force at the time of the Contract's conclusion shall apply to Contracts concluded under these General Conditions of Sale. It is understood that, in the event of a conflict between the provisions of the Contract and the mandatory provisions for the customer's benefit contained in the Tourism Code and other applicable laws, the latter shall prevail.

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• 11.2 - Pursuant to art. 47 of the Tourism Code, the agency has taken out a specific insurance policy number. 2142610 with the insurance company Nobis Assicurazioni S.P.A., registered in Agrate Brianza (MB), Viale Colleoni 21, 20864, ​​in order to allow, in the event of insolvency or bankruptcy declared by the Agency, the reimbursement of the price paid by the customer and his repatriation in the case of travel abroad, as well as to provide immediate financial availability in the event of forced return of customers from non-EU countries in the event of emergencies attributable or not to the behavior of the Agency.

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• 12 - Personal Data Protection 

In accordance with EU Regulation No. 679/2016 and applicable regulations on the protection of personal data, the Agency will process all personal data provided upon conclusion and execution of this Contract for the purposes and in the manner described in detail in the privacy policy provided at the time of purchase and available at any time at WWW.SIRENSBAYTRAVEL.COM/

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• 13 - Modification of Conditions

Any modification and/or exception to the provisions of these General Conditions of Sale and the Contract will be valid and effective between the parties if agreed to in writing.