General terms and conditions
Ultimo aggiornamento: April 14th, 2025
The sale of accommodation services, including services provided both inside and outside Italy, is governed, in addition to these general terms and conditions, by the regulations in force on the matter, and in particular by the so-called Italian Tourism Code (Legislative Decree no. 79/2011), as well as by the specific conditions applicable at the time.
For the purposes of this contract, the following definitions shall apply:
A. Human Company Group: the entity that provides accommodation services for a fee; the complete list of entities referred to for each Facility is published at the bottom of these terms and conditions (hereinafter referred to as Human Company);
B. Facility: the accommodation facility at which the Consumer will be hosted in exchange for payment of the price;
C. Customer: the buyer; any person who purchases the service;
D. Guest: the person who benefits from the services purchased by the Customer;
E. Price: the cost of accommodation in the Facility and related services purchased on this portal and in a single purchase, excluding taxes that cannot be collected at the time of purchase;
By confirming the quote, the Customer accepts Human Company's booking conditions, as well as the stay rates in force at the time of booking, and undertakes to scrupulously respect the regulations of their chosen accommodation Facility. Human Company has the right to terminate the booking contract if the undersigned, their family members or guests do not comply with the regulations in force. The images used for the product and service descriptions are purely indicative and for illustrative purposes only. Any special initiatives (special offers, last-minute deals, etc.) in force at the time of booking arise from renegotiations of services with suppliers, and cannot be applied retroactively, as they are subject to limited availability.
Booking requests must be made using the appropriate contractual form, possibly in electronic format, duly completed in all its parts and signed by the Customer, to whom a copy will be sent. The booking is only considered accepted, resulting in the conclusion of the contract, when Human Company sends the relevant confirmation to the Customer, also via the electronic system, and after the former has received payment of the deposit. For the purchase of multiple stays, the Customer must complete and sign separate contractual forms for each booking.
RELAX rate: At the time of booking, or of the binding request to purchase the services, the Customer is required to pay a deposit equal to 30% of the total amount of the Price. The balance, equal to 70% of the booking Price, must be paid by bank transfer or electronic payment at least 30 days before the start date of the stay indicated in the booking. Failure to pay the above amounts within the established terms will result in the application of the express termination clause, with automatic termination of the contract, which will be promptly communicated by Human Company to the Customer using the contact details provided at the time of booking.
Only the RELAX rate, in the villages in Italy (excluding Camping in Town sites), includes insurance coverage provided by Europ Assistance in the price, which allows the Customer to request a refund of the penalties in the event of cancellation of the booking, in compliance with Europ Assistance Terms and Conditions.
STANDARD rate: At the time of booking, or of the binding request, a credit or prepaid card will be required as a guarantee, and the total amount of the booking must be paid upon arrival at the Facility (in cash, within the limits of the law, or by card/debit card). Whenever Human Company requests credit/prepaid card details during the booking phase, the Customer, by providing such details, expressly authorises Human Company to use them to charge the sums due for the booked service, where applicable.
In the event that the contract signed by the Customer provides for penalties – for example, for cancellations outside the time limit or no-shows – the relevant amount will be charged to the credit/prepaid card provided by the Customer at the time when such penalties become enforceable in the event of non-fulfilment. No amount will be charged if the Customer regularly fulfils their contractual obligations. The amounts charged or pre-authorised will be refunded in full as soon as the conditions for the application of the penalty no longer exist. The times for the actual refund of the sums to the Customer's card may vary based on the bank or credit provider and are not within Human Company's control.
NON-REFUNDABLE rate: Payment of the entire amount due must be made at the time of booking or the binding request to purchase the services. In the absence of such payment, the booking cannot be accepted under any circumstances. The booking cannot be modified, cancelled or transferred to third parties. In case of modification, cancellation or transfer to third parties, a penalty equal to 100% of the amount paid will be applied. Additionally, no insurance coverage is provided.
In the event that the Customer decides to cancel the booking and withdraw from the contract with Human Company, penalties may be applied, the amounts of which are indicated below. By concluding the contract and purchasing the related services, the Customer undertakes to pay these sums, thereby recognising them as fair. Once payment for the booking has been made, even in part, the right of withdrawal will no longer apply, as the purchase of the services is considered final and binding. As a result, the Customer will not have the ability to cancel the booking and obtain a refund, except as specified in the contractual conditions regarding changes or cancellations. The withdrawal methods and the related penalties depend on the type of rate chosen (relax, standard or non-refundable), as detailed below. Furthermore, once the Guest has checked in, there can be no refund for an unused stay.
The applicable cancellation percentages for the rate in question are as follows:
- In case of cancellation with notice given more than 30 days before the check-in date, 30% of the total amount of the stay will be retained.
- In case of cancellation with notice given between 29 and 15 days before the check-in date, 50% of the total amount of the stay will be retained.
- In case of cancellation with notice given between 14 and 7 days before the check-in date, 75% of the total amount of the stay will be retained.
- In case of cancellation with notice given between 6 and 3 days before the check-in date, 90% of the total amount of the stay will be retained.
- In case of cancellation with notice given within 2 days of the check-in date, 100% of the total amount of the stay will be retained.
The RELAX rate, for Facilities located in Italy, includes Europ Assistance insurance coverage, which allows the Customer to request reimbursement of penalties applied for applicable cancellations that were not foreseeable at the time of booking. For more details, follow the link to the Europ Assistance terms and conditions.
If the Customer communicates their intention to withdraw from the contract up to 24 hours before 00:00 on the first day indicated in the booking, no penalty will be charged. In the event that the withdrawal occurs after this deadline, they will be charged a penalty equal to the cost of the first night's stay at the Facility, and the reservation will be considered definitively cancelled.
In the event that the Customer withdraws, including on a partial basis, at any time after signing the contract, they will be charged a penalty equal to 100% of the total price of the booking.
Changes to personal data, the number of Guests (within the maximum occupancy limits of the accommodation) or to additional services, based on the information indicated in the contract at the time of the booking confirmation, according to the chosen rate, are accepted exclusively if communicated to the booking centre within 15 days of the arrival date.
Requests for date changes and/or changes to accommodation Facilities are also permitted, provided they are communicated within 30 days of the expected arrival date. Human Company reserves the right to accept or reject such changes, subject to availability. If such requests result in an increase in the amount due, the increased amount will be considered the new fee payable by the Customer. No refunds, coupons or vouchers will be issued for changes that reduce the original amount.
Change requests must be sent to Human Company exclusively by email, indicating the booking number and explaining the desired change in detail. Such requests must be confirmed in writing by the Customer before their originally scheduled arrival time.
Please note that if the Customer does not arrive at the booked accommodation Facility on the scheduled check-in day, with no prior communication, the management reserves the right to cancel the booking and make the accommodation available to third parties, without providing any refund (full or partial) to the Customer. In this case, the booking is non-refundable.
Upon check-in at the Facility, all Guests, including minors, are required to show a valid, original identity document (copies or photos are not accepted). This document must be a passport or an identity card (for citizens of the European Union). Please note that a tax ID or health card is not considered a valid document for check-in purposes. In the event that one or more Guests, including minors, do not provide a valid identity document, access to the Facility will not be permitted, and the booking will not be respected, without the right to a refund.
This request is based on Article 109 of the Italian Public Safety Code (Royal Decree no. 773 of 18 June 1931), which obliges all accommodation facilities to register guests and collect data relating to their identity upon their arrival. In particular, Article 109 establishes that "all those who stay in a public establishment for any reason must be identified and registered". Accommodation facilities are therefore required to comply with these provisions in order to guarantee safety and public order.
Please note that, in accordance with current legislation, minors unaccompanied by their parents can only be hosted if accompanied by an adult, who must hold the necessary authority and authorisation from the minor's parents/legal guardian, accompanied by a copy of a valid identity document. This person must also assume responsibility for the minor in writing, treating the latter as part of their family group; this applies to each accommodation unit.
All guests are therefore advised to arrive at check-in with a valid identity document; in the absence of a valid identity document, it will not be possible to proceed with registration or access to the Facility. Any inconvenience resulting from failure to show the document will not give rise to any refund or compensation. By checking in, the Customer expressly and unreservedly accepts the campsite regulations, undertaking to respect all the provisions and regulations contained therein.
Pets are allowed in all Human Company camping villages (with the exception of hu Selection Facilities), with a maximum of two pets per accommodation unit, exclusively on request. Pets and small animals can only stay in specific types of accommodation and pitches, and are subject to a surcharge:
**Love Pet Pack**
This package includes management costs, accessories, services and the final cleaning.
*Pets are not allowed in: Bella Italia, Cisano, Pra delle Torri, Union Lido.
Animals must be microchipped and accompanied by an international health booklet, an EU pet passport and a veterinary certificate. Upon arrival, the Facility staff reserves the right to request the presentation of such documents. In the absence of these documents, management reserves the right to not allow the animal access to the Facility.
To ensure their welfare, animals cannot be left unattended inside the accommodation units or in other areas of the Facility (where access is permitted). It is also vital that owners ensure their pets' behaviour is respectful towards other guests, avoiding disturbances or inconveniences, to ensure a peaceful and serene stay for everyone.
Some Italian municipalities require tourists to pay a tourist tax. The Customer may be required to pay this tax, if due, when they pay the fee for the booking, or directly to the accommodation Facility, even if the tax is introduced after the booking. The accommodation rates indicated at the time of booking are inclusive of VAT. Should the tax change compared to the rate applied at the time of booking confirmation, and the rate is increased, any difference must be paid by the Customer before departure or, alternatively, directly on site at the accommodation Facility.
Any alleged shortcomings in the execution of the contract must be contested by the Customer without delay, and in any case within 14 days from the check-out date, by sending an email to the following address: customercare@humancompany.com. During the stay, it is still mandatory that the report be made in writing via email.
Photographs or videos may be taken at the Facilities for advertising purposes. The staff at the aforementioned Facilities will always take care to appropriately inform Guests of such activities, including by way of specific signage. If the Customer does not wish to appear in such photographs or footage, they are asked not to access the areas concerned for the period strictly necessary to complete the operation, in addition to communicating their refusal to the use of the material portraying them or to the creation of said material. If the Customer accesses the areas anyway, their consent to the use of the photographs or videos will be deemed to have been acquired.
