Terms and Conditions

1.1Who we are

GardaLanding is the brand under which Elko S.n.c. operates, a travel agency and tour operator based at Via Mantova 23, 37019 Peschiera del Garda (VR), Italy. VAT and tax code 04213890231, REA VR-401897. Travel agency licence ref. no. 0050178 of 28/05/2015, Province of Verona. Tour operator liability insurance: REVO Insurance S.p.A., policy no. OX00039318.

GardaVisit (gardavisit.it) is the Lake Garda guide curated by GardaLanding: purchases started on GardaVisit are completed on gardalanding.it and are governed by these Terms.

1.2Our role: reseller or organiser

For each service, the product page and the order confirmation state the capacity in which we act:

• Reseller (intermediary): we sell tickets and experiences provided by a third-party supplier (park, museum, boat operator, winery, guide). The supplier is responsible for delivering the service and also applies its own admission rules; we are responsible for the correct sale, the information provided and customer care.
• Organiser: we combine several services into a package holiday or run a tour ourselves. In this case we are responsible for the performance of all services under the Italian Tourism Code (Part 4).

1.3Who can buy

Purchases can be made by adults, both as consumers and as professional customers (companies, associations, organisations, schools). The protections reserved to consumers by the Italian Consumer Code and Tourism Code apply only where their conditions are met. Companies, groups and public bodies are also subject to the rules in Part 6.

1.4How the contract is concluded

The contract is concluded when you receive the order confirmation by email, summarising the services, prices and applicable conditions. Before payment you can see the main features of the service, the total price, the cancellation terms and these Terms. Keep the confirmation: it is your contract on a durable medium.

These Terms are available in 9 languages. In case of differences between translations, the Italian version prevails, without prejudice to mandatory consumer protection rules.

1.5Prices

Prices are in euros and include VAT where applicable. For package holidays and travel services we organise, the special VAT scheme for travel agencies applies (art. 74-ter Italian Presidential Decree 633/1972): VAT is included in the price and is not shown separately on the invoice. The local tourist tax, where charged by Lake Garda municipalities, is paid at the property unless stated otherwise. Offers clearly show their duration and conditions.

1.6Payments

Online payments are processed by Worldline by credit card, debit card and Apple Pay, with strong customer authentication (3-D Secure) as required by the EU Payment Services Directive (PSD2). GardaLanding never sees or stores your full card details. For private tours, packages and groups, a deposit and balance can also be paid by payment link or bank transfer, as stated in the quotation.

1.7Tickets and vouchers

After payment you receive your tickets or vouchers by email. You can show them on your phone. Check names, dates, times and number of participants straight away and write to us within 24 hours if anything is wrong. If the email has not arrived within an hour, check your spam folder and then contact ticket@gardalanding.it.

1.814-day right of withdrawal

For leisure services with a specific date or period of performance (tickets, excursions, experiences), the 14-day right of withdrawal for online purchases does not apply (art. 59(1)(n) Italian Consumer Code). The right of withdrawal does not apply to package holidays either, which have their own rules (Part 4). The cancellation terms of each service, summarised below, therefore apply.

1.9How to cancel a booking

Write to ticket@gardalanding.it stating your order number, name and the service to be cancelled. We will send you an email acknowledgement showing the date and time of your request: this is what counts when calculating deadlines.

1.10Weather, safety and force majeure

Some experiences depend on the weather and lake conditions. Safety decisions rest solely with the captain, guide or supplier, even on the day. If a service is cancelled for reasons beyond your control, we will offer you a new date or a full refund of what you paid for that service.

1.11Special requirements and accessibility

If you are travelling with reduced mobility, allergies, dietary needs or small children, let us know before booking: we will check with the supplier whether the experience is suitable and give you a written answer.

1.12Travel documents

Every participant must hold a valid identity document and, for non-EU citizens, the required entry documents, including electronic travel authorisations where applicable. We provide general information on requirements, but the final check is the traveller’s responsibility.

1.13Reviews

The reviews shown on the site come from our Google Business profile and are published by Google. GardaLanding does not edit them and does not verify that each author has purchased one of our services.

1.14Personal data

The processing of personal data is described in the Privacy and Cookie Policy, which applies to GardaLanding and GardaVisit.

1.15Updates to these Terms

We may update these Terms. Each booking is governed by the version in force at the time of the order confirmation. Directive (EU) 2026/1024, which amends the EU rules on package travel, will be transposed in Italy by 29 September 2028: we will update Part 4 as soon as the new rules take effect.

2.1Open-date tickets

Unless otherwise stated on the product page, tickets are open-date: you can use them on any opening day of the park until the end of the season shown on the ticket. Opening calendar and hours are set by the operator.

2.2Why they are non-refundable

The ticket code is issued by the operator at the time of purchase and cannot be cancelled. For this reason tickets are neither refundable nor exchangeable, even if they are not used by the end of the season. The open date still leaves you free to choose your day.

2.3Park admission

At the entrance, the park rules, age and height limits for rides and any ID checks apply. The park may restrict access due to capacity, safety or weather. If the park does not open for the entire season by decision of the operator, we will request a refund on your behalf according to its policy.

2.4Reduced fares

For reduced tickets (children, seniors, people with disabilities) you must show proof of eligibility at the entrance. If you cannot, the park may ask you to pay the difference.

3.1Cancellation

You can cancel free of charge and receive a full refund up to 48 hours before the departure time. After that, or in case of no-show or late arrival, the amount is non-refundable, because the place was reserved for you and cannot be resold.

3.2Weather and the captain’s decision

For boat trips and weather-dependent experiences, the decision to depart rests solely with the captain or guide, who assess wind, waves and visibility. In adverse weather the tour may be delayed, shortened for safety, rescheduled or cancelled, even on the day. If it is cancelled, you can choose between a new date and a full refund.

3.3Minimum number of participants

Group excursions run once the minimum number shown on the product page is reached. If it is not reached, we will notify you at least 24 hours in advance and offer an alternative date or a full refund.

3.4On the day of the excursion

• Arrive at the meeting point at least 10 minutes before departure.
• Show your voucher to the guide or crew, on your phone if you like.
• Keep the phone number given in your booking switched on: on coach tours, traffic can cause short delays at the pick-up point.
• If you are running late, call the supplier straight away: the number is on your voucher.

3.5Extra services on site

The guide may offer optional paid extras (admissions, lunches, activities). If you buy them on site, your contract is directly with the supplier.

4.1When it is a package

A package exists when, for the same trip, we combine at least two different types of travel services: transport, accommodation, vehicle rental or other significant travel services (for example experiences, guides, tastings). If GardaLanding puts the package together, it is the organiser; if it sells another tour operator’s package, it is the retailer and that organiser’s conditions apply, which we provide before you sign.

4.2Information before the contract

Before confirming you receive the standard information form required by law, the itinerary with included and excluded services, the total price, payment terms, the minimum number of participants where applicable, cancellation fees and the details of the insolvency protection.

4.3Quotation, options and revisions

The quotation is valid for 10 days. Availability and prices are only guaranteed once you confirm and pay the deposit: until then, hotels and suppliers may change their rates.

4.4Deposit and balance

A 30% deposit is due on confirmation; the balance is due 30 days before the start of the service. For bookings made less than 30 days before the start, the full amount is payable on confirmation. Failure to pay on time allows the organiser to terminate the contract and retain the fees set out in clause 4.7.

4.5Price changes

After confirmation the price may only increase if the contract provides for it and only due to changes in fuel costs, taxes and fees on travel services or exchange rates, notified at least 20 days before the start. If the increase exceeds 8%, you can accept it or withdraw without penalty (art. 39 Tourism Code). You are entitled to a price reduction if the same costs decrease.

4.6Changes before departure

We may make minor changes, notifying you on a durable medium. If we need to change an essential element significantly, you can accept the change or withdraw without penalty within the deadline stated in our notice (art. 40 Tourism Code).

4.7Cancellation by you

You can withdraw at any time before the start of the package. In this case we retain a percentage of the total price that increases as the start date approaches, because the costs we can no longer recover from hotels and suppliers increase (art. 41 Tourism Code).

If a hotel, event or other service in your package has stricter cancellation terms, they are shown in the quotation and apply to that service: you always see them before confirming. On request, we will explain how the retained amount was calculated.

We recommend taking out cancellation insurance: it covers the fees in case of illness or personal emergencies.

4.8Cancellation by us

We may cancel the package if the stated minimum number of participants is not reached, notifying you at least 20 days before for trips of more than 6 days, 7 days before for trips of 2 to 6 days and 48 hours before for trips of less than 2 days, or due to unavoidable and extraordinary circumstances. In these cases we refund you in full within 14 days, without further compensation.

4.9Transfer of the package

You can transfer the package to another person who meets the participation conditions, informing us on a durable medium at least 7 days before the start. Transferor and transferee are jointly liable for the balance and any documented additional costs, for example name changes on tickets (art. 38 Tourism Code).

4.10During the trip

We are responsible for the performance of all services in the package. If something does not match the contract, let us know immediately on the assistance number in your travel documents so that we can act. If it cannot be remedied, you are entitled to alternative arrangements, a price reduction and, where applicable, compensation, including for loss of enjoyment of the holiday (arts. 42, 43 and 46 Tourism Code). If you are in difficulty, we will assist you (art. 45).

4.11Limits of liability and time limits

Compensation is subject to the limits of the international conventions applicable to the individual services. The right to a price reduction or compensation expires two years after the return date; for personal injury, the statutory time limits of the Tourism Code apply.

4.12Guarantees

Tour operator liability insurance: REVO Insurance S.p.A., through Ami Assistance S.r.l. – policy no. OX00039318.

Insolvency and bankruptcy protection (art. 47 Tourism Code): Nobis Assicurazioni – policy no. 60060000490/W.

5.1What it includes

The service includes researching options, checking availability, making bookings and communicating with suppliers. Before confirming you receive a summary with prices, each supplier’s cancellation terms and the assistance fees.

5.2Refunds and assistance fees

If you cancel a Concierge service, we refund the amount provided for by the supplier’s cancellation policy, less the Concierge assistance fees of 7% of the booking amount. The fees cover the research, booking and management work already carried out and are shown in the summary before confirmation.

If the cancellation is due to the supplier or GardaLanding, you receive a full refund, fees included.

If Concierge services are combined with accommodation or transport for the same trip, they may form a package holiday: in that case Part 4 applies.

6.1Quotation and confirmation

Every group service is based on a written quotation. The contract is concluded with written acceptance of the quotation and, if required, payment of the deposit. The quotation states the number of participants, free places for group leaders, payment deadlines and cancellation fees.

6.2Participants and changes

The final number of participants and the list of names must be provided at least 20 days before the service. Reductions notified after this deadline are charged in full. For group services the 48-hour free cancellation period applies in any case, unless the quotation states otherwise.

6.3Italian schools and public bodies (MePA)

Italian schools and public bodies can purchase through the Electronic Market of the Public Administration (MePA) or by direct award. In these cases the MePA conditions and the procurement documents prevail. We issue electronic invoices via SdI, apply split payment where required and comply with financial traceability obligations (Law 136/2010), stating the CIG and, where applicable, the CUP code.

6.4Professional customers

For customers purchasing in the course of their professional activity, consumer protection rules do not apply and the courts of Verona have exclusive jurisdiction.

7.1How to make a complaint

Write to ticket@gardalanding.it stating your order number, the service and a description of the problem, with any photos or documents. We reply in writing within 10 working days. During an experience or trip, tell the guide or our assistance line immediately: many problems can be solved on the spot.

7.2Out-of-court dispute resolution

If you are not satisfied with our reply, you can contact an alternative dispute resolution (ADR) body under the Italian Consumer Code. For purchases from another EU country you can get free assistance from the European Consumer Centre Italy (ecc-netitalia.it). The EU ODR platform has not been active since 20 July 2025.

7.3Applicable law and jurisdiction

These Terms are governed by Italian law. For consumers, the courts of the consumer’s place of residence or domicile have jurisdiction; any more favourable rules of the consumer’s country of residence remain unaffected. For professional customers, clause 6.4 applies.