This Policy governs the conditions for cancellation, modification, and refunds for services purchased through Buzz Experience SRLS ("Buzz Experience") via www.buzzexperience.it, physical agency, direct channels, and/or third-party platforms (OTAs).
Note: in the case of purchases made through OTAs, the rules of the platform used may also apply. In the event of a conflict, the policy indicated in the booking confirmation/voucher and/or on the purchase platform shall prevail.
1) Definitions
- Experiences/Excursions: tours, activities, visits, boat tours, tastings, experiential transfers, outdoor activities, and similar services.
- Direct Booking: purchase made via the Buzz Experience website, direct contact (email/WhatsApp), or in person.
- OTA booking: purchase made through Online Travel Agencies/marketplaces (e.g., GetYourGuide, Viator, etc.).
- Vacation Packages: multi-day products (e.g., 2+ days) that include multiple services (tours, experiences, organization, and/or combined services).
- B2C: sales to end customers (private individuals/consumers).
- B2B: sales to operators (agencies, tour operators, facilities, intermediaries).
2) Cancellations – Experiences/Excursions (standard policy)
Cancellations for experiences and excursions depend on the purchase channel.
Key rule (simple and indisputable):
- Bookings made through OTAs: free cancellation up to 24 hours before the start of the experience.
- Direct bookings (website/agency/direct contact): free cancellation up to 12 hours before the start of the experience.
Beyond these terms, the penalties indicated in the following tables shall apply.
3A) Cancellation table – Experiences / Excursions DIRECT bookings
Valid for: Buzz Experience website / Physical agency / Email / WhatsApp.
| When you cancel (relative to the start time) | Outcome | Refund |
|---|---|---|
| ≥ 12 hours before | Deletion accepted | 100% |
| < 12 ore prima | Late cancellation | 0% |
| No-show (failure to show up) | Lost reservation | 0% |
3B) Cancellation table – Experiences/Excursions OTA bookings
Valid for: OTAs and tourism marketplaces (e.g., GetYourGuide, Viator, etc.).
| When you cancel (relative to the start time) | Outcome | Refund |
|---|---|---|
| ≥ 24 hours in advance | Deletion accepted | 100% |
| < 24 ore prima | Late cancellation | 0% |
| No-show (failure to show up) | Lost reservation | 0% |
4) Bad weather and safety (experiences subject to change)
Some experiences are subject to weather/sea conditions and may be canceled or modified for safety reasons.
Typical examples:
- boat/catamaran/yacht excursions
- kayaking / SUP / sea activities
- particularly exposed outdoor experiences
- scenic flights (if available)
- experiences subject to ordinances or restrictions imposed by the Authority/Harbor Master's Office
In these cases, the final decision on whether to proceed rests with the technical provider (e.g., skipper/pilot/guide) and/or Buzz Experience, based on safety criteria.
5) Bad weather management table – Experiences / Excursions
| Case | What happens | Outcome for the client |
|---|---|---|
| Proven experience and carried out regularly | Suitable weather / safe conditions | No refund (service provided) |
| Experience canceled by Buzz Experience or supplier due to bad weather/safety reasons | Impossibility of performing safely | Free rescheduling or voucher or 100% refund (if rescheduling is not possible) |
| Experience modified due to inclement weather (shortened itinerary/alternative route) | Conditions partially suitable but safety guaranteed | Experience carried out in an alternative form: no refund if the service is provided |
| Customer cancels due to "perceived" weather conditions, but activity confirmed | The supplier confirms that it can be done. | Treated as late cancellation: 0% refund |
| Interruption during the experience for safety reasons | Weather suddenly worsens | Partial vouchers or rescheduling may be possible, at the discretion of the organizers and based on costs already incurred. |
In summary: if we cancel for safety reasons → you are protected. If you cancel when the activity is confirmed → you pay.
6) Date/time changes (experiences)
Requests for changes (date/time) are accepted:
- only if compatible with availability;
- only if the suppliers involved allow it;
- may incur additional costs or price differences.
If the change is requested after the free cancellation period, it may be treated as a late cancellation.
7) Vacation Packages – Cancellation Rules (B2C vs. B2B)
7A) B2C Vacation Packages (end customer)
For Vacation Packages sold to end customers (B2C), cancellation may be covered by Cancellation Insurance, if provided/activated at the time of purchase.
| Type | Cancellation coverage | Refund |
|---|---|---|
| B2C Vacation Package | Yes, through cancellation insurance | According to the conditions and reasons set out in the policy |
Reimbursement is not automatic: it depends on the accepted causes and the documentation required by the insurance company.
7B) B2B Vacation Packages (agencies/operators)
For Vacation Packages sold in B2B, cancellation is not covered by cancellation insurance (unless otherwise agreed in writing).
| Type | Cancellation coverage | Refund |
|---|---|---|
| B2B Vacation Package | No | Penalties according to agreed contractual conditions and services already committed to |
8) Refunds – timing and methods
If a refund is due:
- is made using the same payment method used (where possible);
- Times may vary depending on the banking circuit and payment provider (e.g., Stripe).