Refund and Cancellation Policy

PUGLIA TASTE & CULTURE SOC. COOPERATIVA A R.L.
Via Giuseppe Di Vittorio, 21 – 76125 – Trani (BT), Italy
VAT No. 08047200723 | REA BA – 600585
E-mail: info@pugliatasteandculture.com
Website: www.pugliatasteandculture.com

1. Introduction and Scope

This Refund and Cancellation Policy sets out the conditions under which the user (hereinafter the “Customer”) may request the cancellation of a booking or a refund of amounts paid to PUGLIA TASTE & CULTURE SOC. COOPERATIVA A R.L. (hereinafter “PUGLIA TASTE & CULTURE”) for the purchase of food, wine and cultural experiences (hereinafter the “Services”).

This Policy applies to all Services booked through the website www.pugliatasteandculture.com, through the WhatsApp concierge service, or through any other official channel of PUGLIA TASTE & CULTURE.

This Policy has been drafted in accordance with:

  • Legislative Decree No. 206 of 6 September 2005 (Consumer Code), as amended by Legislative Decree No. 21 of 21 February 2014;

  • EU Directive 2011/83/EU on consumer rights;

  • Regulation (EU) No. 524/2013 on online dispute resolution;

  • the provisions of the Italian Civil Code regarding service contracts.

2. Nature of the Services

The Services offered by PUGLIA TASTE & CULTURE consist of immersive food, wine and cultural experiences (tastings, guided tours, themed tours, gourmet experiences) provided on specific dates and times agreed at the time of booking.

As these are leisure-related services scheduled for a specific date, Article 59, paragraph 1, letter n) of Legislative Decree 206/2005 (Consumer Code) applies: the right of withdrawal applicable to distance contracts does not apply to contracts for leisure services where the contract provides for a specific date or period of performance.

Nevertheless, PUGLIA TASTE & CULTURE grants the Customer a voluntary cancellation policy, more favourable than the legal requirements, as described in Section 4 below.

3. Right of Withdrawal for Online Purchases

For contracts concluded at a distance (e.g. via the Website), the consumer Customer generally has the right to withdraw within 14 days from the conclusion of the contract, pursuant to Article 52 of the Consumer Code.

However, as stated in Section 2, such right cannot be exercised for PUGLIA TASTE & CULTURE Services, as they are leisure-related services scheduled for a specific date (Article 59, paragraph 1, letter n, Legislative Decree 206/2005).

The Customer declares to have been informed of this exclusion before the conclusion of the contract. The booking confirmation sent by PUGLIA TASTE & CULTURE constitutes evidence of the pre-contractual information provided.

4. Voluntary Cancellation Policy

PUGLIA TASTE & CULTURE allows the Customer to cancel a booking, with entitlement to a partial or full refund, under the conditions set out below. Time limits are calculated with reference to the date and time when the booked experience is scheduled to begin.

Cancellation periodRefund granted
More than 7 days before the experience100% of the amount paid
From 3 to 7 days before the experience50% of the amount paid
From 48 hours to 3 days before the experienceVoucher equal to 100% of the amount paid, valid for 12 months
Less than 48 hours before the experienceNo refund
No-showNo refund

Note: the voucher is nominative, non-transferable to third parties and non-redeemable for cash. It may be used for any Service offered by PUGLIA TASTE & CULTURE within 12 months from the date of issue.

5. How to Request Cancellation

5.1 How to submit the request

Cancellation requests must be submitted in writing only through one of the following official channels:

The request must include:

  • Customer’s first and last name;

  • date and type of the booked experience;

  • booking number or reference of the confirmation received;

  • reason for cancellation (optional, but useful to improve the service);

  • bank details or original payment method for any refund.

5.2 Validity of the request

The cancellation shall be deemed effective when PUGLIA TASTE & CULTURE sends the Customer written confirmation of receipt. The refund period shall start from the date of such confirmation.

Verbal cancellations (by phone) or requests submitted through unofficial channels will not be accepted.

6. Refund Methods and Timeframes

6.1 Refund method

Refunds will be issued using the same payment method used by the Customer at the time of booking:

  • credit/debit card payment: credit back to the original card;

  • bank transfer payment: credit to the bank account indicated by the Customer in the cancellation request;

  • payment via other digital methods: credit back to the same instrument.

PUGLIA TASTE & CULTURE shall not be liable for any delays attributable to the Customer’s bank or payment provider.

6.2 Refund processing time

Refund typeProcessing time
Full refund (100%)Within 10 business days from cancellation confirmation
Partial refund (50%)Within 10 business days from cancellation confirmation
Voucher issuanceWithin 3 business days from cancellation confirmation

7. Booking Changes

The Customer may request to postpone or change the date of the booked experience, at no additional cost, provided that:

  • the change request is received at least 72 hours before the scheduled start time of the experience;

  • the new date is available in the PUGLIA TASTE & CULTURE calendar;

  • the change is agreed and confirmed in writing by PUGLIA TASTE & CULTURE.

Change requests received with less than 72 hours’ notice will be assessed on a case-by-case basis and may be subject to the cancellation conditions set out in Section 4.

Each Customer is entitled to a maximum of 2 free changes for the same booking. Additional changes may be subject to an administrative fee of €10.00.

8. Cancellations by PUGLIA TASTE & CULTURE

8.1 Force majeure and weather conditions

PUGLIA TASTE & CULTURE reserves the right to cancel or modify a booked experience in the event of:

  • adverse weather conditions that make the experience unsafe or impossible to enjoy;

  • force majeure events (natural disasters, civil unrest, pandemics, government restrictions);

  • unexpected unavailability of the venue or local suppliers;

  • the number of participants falling below the minimum required for the delivery of the Service (where applicable).

8.2 Refund in case of cancellation by the operator

If PUGLIA TASTE & CULTURE cancels the experience, the Customer shall be entitled to choose between:

  • a full refund of the amount paid, issued within 10 business days;

  • rescheduling of the experience to a new agreed date, at no additional cost.

PUGLIA TASTE & CULTURE shall not be liable for any further damages, compensation or costs incurred by the Customer (e.g. travel or accommodation costs) as a result of the Service cancellation due to force majeure.

8.3 Customer notification

PUGLIA TASTE & CULTURE undertakes to notify the Customer of the cancellation as early as possible, via the channels used for the booking (e-mail and/or WhatsApp).

9. Exclusions and Special Cases

9.1 Additional participants

Refunds are calculated exclusively on the amount actually paid and verified by PUGLIA TASTE & CULTURE. In the case of bookings for multiple participants, partial cancellation (for only some participants) is permitted and will be refunded proportionally, applying the same time bands set out in Section 4.

9.2 Extra services

Extra services on request (dedicated interpreter, private driver, guided tour, personal shopper) booked and confirmed separately may be subject to different cancellation conditions, specified at the time of confirmation. Unless otherwise stated, the conditions in this document shall apply.

9.3 Gift vouchers

Gift vouchers purchased on behalf of third parties are refundable only to the original purchaser and only if they have not yet been redeemed. Vouchers that have already been redeemed or partially used are non-refundable.

9.4 Reduced rates and promotions

Bookings made at promotional or discounted rates may be subject to specific cancellation conditions, which will be indicated at the time of purchase. In the absence of specific indications, the standard conditions of this document shall apply.

10. Complaints and Dispute Resolution

10.1 Complaint procedure

Customers who believe that they have not received a service in accordance with the agreed terms may submit a formal complaint within 30 days of the experience by sending a written communication to:

PUGLIA TASTE & CULTURE undertakes to respond to the complaint within 15 business days of receipt.

10.2 Alternative dispute resolution (ADR/ODR)

If a dispute cannot be resolved amicably, a consumer Customer resident in the European Union may use the European Online Dispute Resolution (ODR) platform, available at:
https://ec.europa.eu/consumers/odr

The Customer may also обратиться to mediation and conciliation bodies accredited pursuant to Legislative Decree 28/2010, or to the competent local Chambers of Commerce.

11. Governing Law and Jurisdiction

This Policy is governed by Italian law. Any dispute relating to the interpretation, validity or performance of this Policy shall fall under the jurisdiction of the court of the Customer’s place of residence or domicile, pursuant to Article 66-bis of the Consumer Code.

For non-consumer Customers (e.g. companies, agencies, tour operators), the exclusive competent court shall be Trani (BT).

12. Contact Details

For any request regarding cancellations, refunds or booking changes:

The concierge service is available for assistance from Monday to Saturday, during business hours.

13. Updates to This Policy

PUGLIA TASTE & CULTURE reserves the right to amend this Policy at any time in order to comply with regulatory, operational or commercial changes. Any changes will be published on the Website and will apply to bookings made after the date of the update. For bookings already in progress at the time of the update, the version of the Policy in force at the time of booking shall continue to apply.

Last updated: May 2026