Terms & Conditions

Thank you for your trust in Ciao Tours and choosing us for your upcoming journey. We’re here to make your dream trip to Europe seamless, inspiring, and unforgettable. We work hand-in-hand with you (or your travel professional/agent) to design custom itineraries, private experiences, and fully escorted journeys through Europe. By confirming a booking with us, you acknowledge that you have read, understood, and agreed to the following Terms & Conditions. These terms outline how we work, what you can expect from us, and what responsibilities you have as our valued Client.

These Terms & Conditions govern all bookings and travel services arranged by Ciao Tours (the “Company,” “we,” “our,” or “us”). By booking a tour with us, you (the “Client,” “you,” or “your”) acknowledge and agree to the following:

1.Proposal & Confirmation

1.1 We utilize Microsoft Teams and telephone calls to connect with you. To ensure dedicated support, please schedule an appointment for any meeting or discussion.

1.2 Following your initial inquiry and a complimentary consultation, we will issue one or more proposals detailing the scope of services, including all necessary travel arrangements.

1.3 The Travel Proposal is valid for a period of 14 calendar days from the date of issue. Proposals accepted after this period may be subject to re-pricing to reflect current market rates.

1.4 We will begin securing your services immediately upon receipt of your required deposit payment and your email confirmation of acceptance of your proposal.

1.5 Accommodation Selection & Policy: Our proposals are quoted based on hotel categories ranging from 3- to 5-star properties. Specific hotel names are not provided at the proposal stage, as availability depends on your final confirmation and deposit date. You’ll have the opportunity to review and approve the hotel selections before final arrangements are made. All properties we propose are personally vetted by our European team for quality, comfort, and location. We do not work with Airbnb or unlicensed accommodation. We maintain strict standards for selected accommodation.

1.6 Unless otherwise specified in the proposal, all quotations are based on the hotel’s standard or classic room category. Suites, Deluxe, Superior or Specific room (such as sea view or panoramic view) are not included unless explicitly stated in proposal. In the rare event a hotel is unable to honor a confirmed room (e.g., due to maintenance or operational issues), Ciao Tours will work with our suppliers to provide an equivalent or superior alternative, or secure appropriate compensation on your behalf.

Note: Room categories for group tours are pre-contracted; upgrades are limited and may require additional cost.

1.7 In many European destinations, local governments require hotels to collect a small “city tax” (tourist tax) directly from guests at check-out. This is a minor charge, usually a few Euros per person per night. Whenever possible, we will arrange to pre-pay these taxes for you, but in some cases, hotels are obliged by law to collect them directly. Please be prepared for this small expense during your stay. City tax details will be included in the final plan.

1.8 Group Tours require a minimum number of participants to operate. If the minimum group size is not met, Ciao Tours may:
– operate the tour with a surcharge, or
– cancel the tour and provide a full refund of payments made.
Note: Ciao Tours is not responsible for ancillary costs (airfare, insurance, visas) not purchased through us.

2.Payments & Final Plan

2.1 A non-refundable deposit of 25% per person is required at the time of confirmation.

2.2 Full payment required if your travel date is in less than 60 days.

2.3 Final payment is due 60 days prior to the departure date.

2.4 Payments can be made by bank wire transfer, credit card (by secure payment link) or e-transfer for Canadian individuals.

2.5 No additional/merchant fee for credit card. Your bank or card issuer may charge you for foreign currency or other transaction fees. We are not responsible for these types of fees.

2.6 Trip prices are calculated in euros (EUR). Clients may choose to pay in euros (EUR), Canadian dollars (CAD), or U.S. dollars (USD).

For payments made in CAD or USD, the applicable exchange rate in effect on the date each invoice is issued will apply. The deposit amount is calculated using the exchange rate in effect at the time the deposit invoice is issued. The remaining balance is calculated using the exchange rate in effect at the time the final invoice is issued (approximately 60 days prior to departure).

As exchange rates may fluctuate between the deposit and final payment dates, any resulting difference will be reflected in the final balance due.

2.7 You may notice a difference between online exchange rates and those applied to your travel package. Online “interbank” rates are reference-only and not the actual rates available for real transactions. Ciao Tours uses commercial bank exchange rates, which include a small operational margin (up to 4%) to account for transaction fees and bank handling costs. This ensures that all services can be secured and guaranteed at the time of booking without exposure to currency risk.

2.8 Kindly note that the exchange rate applied to your invoice is valid for 72 hours. If payment is not received within this window, the invoice may be re-issued using the current rate.

2.9 Certain customized or high-value services—such as villa rentals, yacht charters, fine dining reservations, or event tickets—may require higher deposits based on supplier policies, seasonality, or exclusivity. These will be communicated clearly at the time of proposal confirmation. Please note that deposits for these special services are non-refundable once confirmed, as they are immediately paid to secure your booking and are subject to supplier cancellation terms.

2.10 Final itinerary/plan will be electronically sent 3 weeks prior to departure.

3.Prices & Surcharges

3.1 All prices in our proposals are quoted in Euro under one unique price, per person or per group. Prices are based on “double occupancy” unless otherwise stated as “single supplement” for solo travelers and those who want to stay in separate room.  

3.2 No breakdown. Ciao Tours is a Tour Operator (not Travel Agency). We sell customized travel packages to our Travel Partners and to individuals. Our proposals/packages include accommodation, transportation and activities for one unique price. This price is based on our confidential net rates (which we negotiate with the suppliers based on our volume and dedication), our client’s requirements and of course our administrative costs (which includes our European & Canadian Staff). This is the standard formula used by our competitors and throughout the Tour Operator Industry.

3.3 The Company is not responsible for incidental expenses incurred by Clients (e.g., visas, vaccinations, flights not booked through us).

4.Cancellations & Refund

4.1 All cancellations must be made by email from the client to Ciao Tours’ head office in Calgary.

4.2 Cancellation fees apply as follows:

• More than 60 days before departure: non-refundable deposit only.
• 59–30 days before departure: 50% of total tour cost
• 29 days or less before departure: 100% of total tour cost

 

4.3 No refunds will be provided for unused services, late arrivals, early check-out or no-shows.

4.4 The Company reserves the right to cancel or modify activities prior to departure due to insufficient participation in shared activities, bad weather, force majeure, strike, or events beyond our control. In such cases, the Client will be offered:

• An alternative tour of equal or greater value (if available), or
• A refund of monies paid (less non-recoverable supplier costs such as entrance fee).

4.5 Comprehensive travel insurance covering, but not limited to, medical expenses, trip cancellation, interruption, loss of belongings, and emergency evacuation is strongly recommended for all Clients, and may be required for certain itineraries or experiences.

5.Change & Deferral Policy

5.1 Any changes to the confirmed itinerary will incur a service fee of 200 Euro, in addition to any price difference that may apply. For this reason, we kindly ask that you review the proposal carefully to ensure it reflects your expectations prior to confirming your purchase and paying deposit.

5.2 While every effort is made to operate all itineraries as planned, Ciao Tours reserves the right to make necessary changes due to weather, supplier issues, safety considerations, operational needs, force majeure events, transportation disruptions, or local authority restrictions. Any changes will be implemented to ensure the safety and comfort of our clients while preserving the overall travel experience.

5.3 Deferrals are possible up to 60 days prior to departure and before final payment has been made. After that point, our cancellation policy and deadlines will determine the applicable conditions and calculations. Postponed tours will be subject to re-pricing based on the revised travel dates.

5.4 Please note that deferral of dates is not permitted for group tours; all group tour bookings are fixed to the confirmed departure date. For operational and contractual reasons, group tours cannot be postponed to a future date.

6.Client Responsibilities

6.1 Ciao Tours strongly recommends that all travelers obtain comprehensive travel insurance, including but not limited to medical coverage, trip cancellation, and trip interruption. Travel insurance is the responsibility of the client and should be purchased at the time of booking. Ciao Tours is not responsible for losses, expenses, or disruptions resulting from the absence, or inadequacy of travel insurance.

6.2 The client is responsible for providing accurate personal information such as full legal name, dates of birth, valid (for at least 6 months after trip finished) passport details, allergies, limitations, etc. by filling in the Traveler Information Link. This information is needed to ensure your itinerary is appropriate and safe for your travel needs. The Company is not liable for costs incurred due to errors or omissions.

6.3 Clients must ensure they have valid passports, visas, permits, vaccinations, and other travel documents required for their trip.

6.4 Clients must comply with local laws, regulations, and customs of destinations visited.

6.5 The Company reserves the right to refuse service to any Client who disrupts the tour, poses a safety risk, or engages in unlawful behavior. No refund will be given in such cases.

7.Health & Privacy

7.1 Clients must inform the Company of any medical conditions, disabilities, or dietary requirements at the time of booking by filling in the Traveler Information Link.

7.2 Participation in tours requires a reasonable level of health and fitness. The Company is not responsible for health-related issues that may prevent participation. Please consult with our Custom Tour Designers at the time of travel planning. While Ciao Tours is not liable for medical events beyond its control, our staff and local partners are trained to assist in emergencies and will coordinate support with local medical services whenever possible.

7.3 We kindly encourage our valued clients to support our online presence. If you are comfortable, we would be grateful if you could share a few photos from your journey with us, which may be used for our marketing and social media purposes. This is, of course, entirely optional, and we will always respect your privacy. Any photos provided will be used with care to showcase the unique experiences of traveling with Ciao Tours. You can withdraw consent or request removal of any shared photo at any time by contacting info@ciaotours.com.

8.Liability & Limitation

8.1 The Company acts only as an intermediary between Clients and independent suppliers (e.g., hotels, airlines, transport providers, guides).

8.2 We are not liable for any loss, injury, accident, delay, damage, or expense arising from acts or omissions of third-party suppliers, force majeure, or circumstances beyond our control.

8.3 Ciao Tours is not responsible for changes in scheduling or availability made by third-party suppliers.

9.Force Majeure

The Company is not liable for delays, cancellations, or alterations caused by events beyond our control (“Force Majeure”), such as natural disasters, pandemics, severe weather, political instability, strikes, or other unforeseen circumstances. In such situations, we will make every reasonable effort to offer alternative arrangements, travel credits, or rescheduling options, subject to supplier policies and availability. This clause underscores the importance of comprehensive travel insurance (Section 4.5), which we strongly recommend protecting against unexpected disruptions.

10.Complaints & Governing Law

10.1 Any complaints must be reported to the local supplier or the Company immediately to allow a chance for resolution.

10.2 If unresolved, complaints must be submitted in writing within 30 days of trip completion.

10.3 Any disputes or claims arising under these Terms & Conditions shall be governed by and construed in accordance with the laws of Alberta, Canada. Before pursuing legal action, both parties agree to first attempt to resolve any dispute amicably through open communication or mediation facilitated by Ciao Tours’ management team. This approach ensures fairness and efficiency for all parties, wherever they are located.

By making a booking with the Company, the Client acknowledges that they have read, understood, and agreed to these Terms & Conditions.

For questions or further clarification, please contact: info@ciaotours.com | Tel: 403.686.6887

Privacy Policy

Last Updated: November 2025

This Privacy Policy outlines the personal information handling practices of Alberta Ciao Tours Inc. (“Ciao,” “we,” “us,” or “our”) and is designed to adhere to the principles of the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation.

1. Accountability and Definitions

1.1 Accountability

Ciao is responsible for all personal information under our control. The overall responsibility for compliance with this Policy rests with Ciao’s designated Privacy Officer (or equivalent contact). To contact the Privacy Officer regarding any privacy matter, please email info@ciaotours.com or write to: Privacy Officer, Ciao Tours, #200 638-11 Ave SW, Calgary, AB T2R-0E2, Canada.

1.2 Personal Information

“Personal information” means information about an identifiable individual, including, but not limited to name, address, payment information, travel document details, and any medical or allergy information you choose to disclose to us.

2. Identifying Purposes and Consent

2.1 Identifying Purposes

We collect your personal information only for the following clearly defined purposes (Limited Collection and Use):

• To Process and Fulfill your travel arrangements (your Booked Tour).
• To Communicate with you regarding your tour, including administrative details and itinerary changes.
• To Maintain Records for accounting, financial, and regulatory compliance purposes.
• To send you Selected Travel Opportunities and marketing emails, which you may unsubscribe from at any time.

2.2 Obtaining Consent

By supplying any personal information to us in the course of using our services, you:

• Grant implied consent to the collection, use, and disclosure of your personal information for the purposes of providing and administering your Booked Tour.
• Grant express consent to receiving electronic communications, including email, from us for administrative, service-related, and marketing purposes. You may withdraw your consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions
• Client-submitted photos are considered voluntary submissions and will be used only with the client’s consent. Clients may request removal at any time.
• You may withdraw your consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions.

2.3 Client Responsibility (Accuracy)

You are responsible for ensuring that the personal information you supply to Ciao is correct, accurate, and current at all times.

3. Limiting Collection, Use, Disclosure, and Retention

3.1 Limiting Collection

We collect only the personal information that is necessary to provide the services explicitly outlined in Section 2.1.

3.2 Limiting Disclosure

Ciao does not sell or otherwise distribute personal information to external third parties except as necessary to provide your Booked Tour or as permitted by law.

• Disclosure to Service Providers: We provide information to third-party Service Providers (e.g., hotels, airlines, local operators) on an “as needed” basis to deliver the necessary services for your tour. These parties are responsible for their own compliance with applicable privacy laws.
• Legal Obligation: We may disclose information when required by law, subpoena, or to protect our rights and property.
• Some service providers are located outside Canada, including in the European Union. As a result, your personal information may be processed in foreign jurisdictions and may be accessible to law enforcement and national security authorities under local laws.

3.3 Limiting Retention

We retain your information only as long as necessary to fulfill the purposes for which it was collected (e.g., administering your tour and subsequent follow-up) or to satisfy legal or regulatory requirements.

4. Safeguards and Openness

4.1 Security Safeguards

Ciao implements appropriate technical and organizational safeguards (e.g., segregated trust accounts, internal procedures) to protect your personal information against unauthorized access, disclosure, alteration, or destruction.

4.2 Openness

This comprehensive Privacy Policy is publicly available on our website (ciaotours.com), making our policies and practices concerning personal information readily accessible to you.

5. Individual Access and Challenging Compliance

5.1 Individual Access

You have the right to request access to the personal information we hold about you and to challenge the accuracy and completeness of the data. Requests for access must be submitted in writing.

5.2 Challenging Compliance

If you have questions that are not covered by this Policy, or if you believe Ciao is not complying with the principles set out here, please contact us immediately. Ciao will investigate all written complaints and take appropriate measures to resolve them.

6. Policy Changes

Ciao reserves the right to modify this Privacy Policy periodically. Changes will be posted on our website, and your continued use of our services following the posting of changes constitutes your consent to the modified terms.