Terms & Conditions
1. OUR AGREEMENT WITH YOU
Before you book an excursion, activity, attraction or ticket ("Excursion") via www.gotui.com or musement.com websites, or any other third party website, it is important to us that you understand what you're booking before you commit. We have set out everything you need to know below, so there are no nasty surprises.
When we talk about 'we ', 'us ', etc., we mean MUSEMENT S.P.A. (Registered Office address in Milano, via Polesine 13, Tax Code and VAT no. 07978000961, online travel agency licence prot. n. 170695).
Our Agreement is governed by Italian law. Should there be a claim or conflict between us, we hereby submit and consent, expressly renouncing to any other jurisdiction, to the Courts of Law of your place of residence.
We have taken all reasonable care to make sure that the Excursions advertised by any third party platform are provided by efficient and reputable businesses. These businesses follow local standards and requirements.
If you need to get hold of us for any reason, email (support@gotui.com) or call us at +44 3333361592. We are open from 08:00 to 20:00 every day.
You are given the ability to obtain excursion, activity, attractions and ticket services (hereinafter referred to as "excursions"), subject to the acceptance of this Terms and Conditions and the third party platform terms and conditions displayed on the website, in accordance to the prices, rates and conditions of cancellation displayed at the moment of booking. The website will guide you through the booking procedure.
2. BEFORE YOU BOOK
We do our best to tell you as much about our Excursions as soon as possible before your holiday. Please take the time to read the Excursion information that is on the third party platform or in the GOTUI website, so that you book an Excursion that is suitable for you.
Unfortunately, we sell so many great Excursions that we can't always keep track of changes to how they run. If you find anything that's not completely accurate in the third party platform or gotui.com information, please tell us as soon as possible.
It is important that you (and your party):
1. ensure that the booking details that you provide to us are accurate;
2. update us of any subsequent changes that you need to make to your booking;
3. check that you have suitable and valid insurance for you and your party that will include cover for the Excursion(s) booked and that you declare any material facts including known medical conditions to your insurers;
4. abide by any terms and conditions, or restrictions, that the Excursion provider may impose, whether based on age, health, weight and/or height, level of fitness, or otherwise;
5. read the Excursion information carefully for details of any necessary previous experience, requirements and/or ability levels;
6. understand that some Excursions carry an element of risk and it is your responsibility to ensure that the Excursion is suitable for you and/or your party;
7. ensure that any person who is under 18 years old at the time of taking the Excursion will be accompanied by an adult.
Excursion group sizes may vary from 1 to 99 participants.Persons with Reduced MobilityIf the Excursion you choose does not expressly indicate that it is suitable for people with reduced mobility, then it is not suitable.
3. PRICES
All prices are accurate at the date published on the third party platform and on the GOTUI website, but we reserve the right to change any of those prices from time to time. Since we offer some amazingly-low rates, a price we've offered you may go up or down if you come back to book later. Make sure you book the Excursion that you want when you see it, so we can guarantee you'll pay the price you've seen.
The price of the excursion that you will pay to includes:
● All services specified on the booking confirmation email;
● Italian VAT.
The price does not include any service that is not specified in the booking confirmation email.
4. BEFORE YOU GO ON HOLIDAY
Make sure you read your Excursion booking confirmation email thoroughly, to confirm what you've booked is suitable for you and take it with you when you go on holiday. If you don't follow the instructions we give you, we may not be able to refund you any additional costs you're charged as a result.
5. CHANGES AND CANCELLATIONS
If You Change or Cancel your Booking
You can make a change to the number of people booked on the Excursion, or the date of the Excursion, by accessing your booking directly on the third party platform. For all other changes you will need to contact the third party platform Customer Service Team.
Changes and/or cancellations will not be allowed on those bookings which are advertised as being "non-refundable" at the time of booking.
When changing your excursion details, the price of your excursion will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
If you want to cancel your booking, or part of it, you can do so by directly accessing your booking on the third party platform or by contacting the third party platform Customer Service team. You may be liable for the full cost or part of the cost of the Excursion booked. Details of the cancellation policy applicable to your Excursion booking will be advised at the time of booking, via the "shopping basket". All cancellations will be actioned and charged with the relevant cancellation fees as per the cancellation policy.
Once your booking has been cancelled you will receive a cancellation confirmation via email. If this doesn't happen, then please contact us.
If We Cancel or Change Your Booking
We aim to provide your Excursion as booked. However, we may need to cancel your Excursion if, for example, there are not enough people booked on it. We reserve the right to cancel your Excursion in any circumstances but, if we cancel your Excursion, you can either have a refund or accept a replacement Excursion from us and we will always refund the difference in price if the replacement Excursion is of a lower price. Should you choose a replacement Excursion, the terms and conditions of your Excursion booking will not change.
Sometimes we may have to make major changes to your Excursion booking after you've made it. Should this happen, we'll notify you as soon as we're able. If the new arrangements are not suitable, you can cancel the Excursion and we'll offer you a full refund.
Excursions timings shown by us may change. Your confirmation email will show the latest planned timings. Your actual timings will be shown on your ticket (including any e-ticket itinerary), which you should check carefully as soon as you receive it.
6. FORCE MAJEURE
Very rarely, we may be forced to change or terminate your Excursion booking due to unforeseen major events known as force majeure. This means any major event which we or the provider of the Excursion(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. Such events may include political disputes, acts of war, threat of war, riots, civil disturbances, terrorist activity (actual or threatened) and its consequences, border closures, industrial action and/or disputes (actual or threatened), technical problems with machinery, transport or equipment, government intervention, natural and nuclear disasters, fire, epidemics, health risks and pandemics, closed or congested airports, or explosion or extreme weather (including hurricanes) and any other similar events.
Changes or termination of your contract due to force majeure are extremely unlikely. If, however, such major events do occur, we shall refund your Excursion in full.
We will of course do our best to offer you support as our valued customer where we can in these circumstances.
7. YOUR EXCURSION
Please take your booking confirmation email and the credit or debit card you booked with, with you on the Excursion. The confirmation email will give you instructions on where to meet on the day and what to expect.
It's important that you and your party abide by any instructions, guidance or information given to you by the Excursion provider, especially with regards to you and your party's health and safety.
If you have any problems on the day, please let the Excursion provider know so they can help you. If you don't let them know, we may not be able to help you later on.
If you have a complaint about your excursion, you must immediately notify the Excursion provider. If they are unable to resolve the problem immediately, you should contact third party platform Customer Service Team our resort team straight away by phone/fax/email and we will endeavor to assist.
If you are still not satisfied on your return home, you must write to the third party platform Customer Support team (please refer to your booking confirmation email for contact details) within 28 days of the excursion to allow your complaint to be investigated properly. Please write your excursion confirmation number on your letter/email and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the Excursion supplier, or calling and informing us in resort, then we may not be able to deal positively with your complaint.
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other person in the excursion or our staff or agents in any risk or danger, on the telephone, in writing or in person.
For the purposes of this section reference to “you” or "your" includes any other person in your party.
The Conditions Of Your Ticket
When you travel by air, sea or river, your journey may be subject to certain international conventions. You agree that the transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. We can supply full copies of the conventions to you, if you ask us to.
8. PRIVACY
We know how important your privacy is online, so we take it seriously. During the booking process, we will request personal data from you such as you and your party's names and credit card details. All of the data collected will be treated in accordance with our Privacy Policy and, in making the Excursion booking with us, you consent to us processing personal information about you and other members of your party.
9. CONTACTING YOU
If you book via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our Customer Service Team or in writing as required in our terms and conditions.
10. GOVERNING LAW AND VENUE
These General Terms and Conditions are governed by Italian law and in particular by Legislative Decree no. 206/2005 on distance contracts and by Legislative Decree no. 70/2003 on certain aspects related to e-commerce. If you have your habitual residence in a EU country other than Italy, pursuant to Article 6(2) of Regulation No. 593/2008 you also enjoy the protection of the mandatory provisions of the country of your habitual residence.
11. ONLINE DISPUTE RESOLUTION
Pursuant to Section 14 of the Regulation (EU) no. 524/2013, we hereby inform you that you may solve disputes in connection to the purchase of the Products on the Website through the ODR online platform managed by the EU Commission and accessible at the following address.
Privacy Policy
Think Travel. Think TUI. At TUI we create unforgettable moments for customers across the world and make their dreams come true. Looking after the personal data you share with us is an important part of this. We want you to be confident that your data is safe and secure with us, and understand how we use it to offer you a better and more unique and inspiring experience. See the TUI Group website for more information about us.
What this Privacy Policy covers
The data controller is Musement S.p.A., with registered office in via Polesine, 13 - 20139 - Milano, Italy - Reg No. 07978000961, REA MI 1995020, (referred to in this Notice as "we" or "us"), part of the TUI Group.
We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. Your privacy matters to us, so please do take the time to read our Privacy Policy which explains:
● What types of personal data we collect and why we collect it.
● When and how we may share personal data within the TUI Group and with other organisations.
● The choices you have, including how to access and update your personal data.
We have tried to keep this Policy as simple as possible, but if you are not familiar with terms such as data controller, special categories of personal data, then read about these and some others in Key terms.
Personal data we collect
When you register for any of our services, you may provide the third party platform or us with:
● Your personal details, including but not limited to your address, email address, phone number and date of birth.
● Your account login details, such as your username and the password you chose.
When you buy on the third party platform website or use the third party platform mobile apps we may collect:
● Passenger information, passport details, other ID document details.
● Travel preferences and insurance details.
● Relevant medical data and any special, dietary, religious or disability requests.
● Information about your purchases, including what you bought, when and where you bought it, how you paid for it and credit or other payment information.
● Information about your browsing behaviour on our websites and mobile apps.
● Information about when you click on one of our adverts, including those shown on other organisations' websites.
● Information about the way you access our digital services, including operating system, IP address and browser details.
● Social preferences, interests and activities.
When you contact us or we contact you or you take part in promotions, competitions, surveys or questionnaires about our services, we may collect:
● Personal data you provide when you connect with us, including by email, post and phone or through social media, such as your name, username and contact details.
● Details of emails and other digital communications we send to you that you open, including any links in them that you click on.
● Your feedback and contributions to customer surveys and questionnaires.
Other sources of personal data
● We may use personal data from other sources, such as specialist companies that supply information, retail partners and public registers.
● Your insurance company, their agents and medical staff may exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency.
● If you log-in using your social network credentials e.g. Facebook, Google+ and Twitter, you will agree to share your user details with us. For example, your name, email address, date of birth, location and any other information you choose to share with us.
● We may use CCTV images collected in or around our shops, premises and other buildings.
Personal data you provide about other individuals
● We use personal data about other individuals provided by you, such as those people on your booking.
● By providing other people's personal data, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data may be used by us.
Using your personal data
We use your personal data in a variety of ways, as explained below.
To provide the products and services you request
We need to process your personal data so that we can manage your account or booking, provide you with the products and services you want to buy and help you with any orders and refunds you may ask for.
To manage and improve our products, services and day-to-day operations
We use personal data to manage and improve our products, websites, mobile apps, customer loyalty or recognition programme(s) and other services.
We monitor how our services are used to help protect your personal data, detect and prevent fraud, other crimes and the misuse of services. This helps us to make sure that you can safely use our services.
We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.
We use personal data to carry out market research and internal research and development, and to develop and improve our product range, services, shops, IT systems, security, know-how and the way we communicate with you.
We use CCTV images to help maintain the safety of anyone working in or visiting our shops, premises and other buildings, and for the prevention, detection and prosecution of criminal offences. We may also rely on the images to establish, exercise or defend our legal rights.
To personalise your experience
We want to ensure that marketing communications relating to our products and services, and those of our suppliers, retail partners and the TUI Group, including online advertising, are relevant to your interests.
To do this, we may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.
Looking at your browsing behaviour and purchases helps us to better understand you as a customer and it allows us to provide you with personalised offers and services.
We may also measure your responses to marketing communications relating to products and services we offer, which enables us to offer you products and services that better meet your needs as a customer.
If you do not want to receive a personalised service from us, you can change your preference online, over the phone or in writing at any time. We will update our records as soon as we can.
To make contact and interact with you
We want to serve you better as a customer so if you contact us, for example by email, post, and phone or via social media, we may use personal data to provide clarification or assistance to you.
We need to process your personal data so that we can manage any promotions and competitions you choose to enter, including those we run with our suppliers and retail partners. For example, if you win a prize.
We may invite you to take part in customer surveys, questionnaires and other market research activities carried out by the TUI Group and by other organisations on our behalf.
To help us to better understand you as a customer, and to be able to provide you with services and marketing communications (including online advertising relevant to your interests), we may combine the personal data we collect when you make purchases in-shop with personal data collected from our websites, mobile apps and other sources.
Marketing
From time to time we may send you relevant offers and news about our products and services in a number of ways, including by email. We may also send you information about other companies' products and services that we believe may be of interest to you. We will only do this if you previously agreed to receive these marketing communications.
When you book or register with us we will ask if you would like to receive marketing communications. You can change your marketing preferences online, over the phone or in writing at any time. Of course, the choice is entirely yours, but if you say you do not want to receive marketing information from us this will prevent you from receiving great offers or promotions that may be of interest to you.
You may still receive service-related communications from us. For example, confirming bookings you make with us and providing important information about the use of our products or services.
Market research
We like to hear your views to help us to improve our products and services, so we may contact you for market research purposes. You always have the choice about whether to take part in our market research.
Sharing personal data with suppliers and retail partners
In order to provide products or services requested by you we may share personal data with suppliers of your travel arrangements, including airlines, hotels and transport companies.
We also work with carefully selected suppliers that carry out certain functions on our behalf. For example, companies that help us with IT services, storing and combining data, marketing, market research, processing payments and delivering products and services.
We may need to share personal data to establish, exercise or defend our legal rights; this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk.
When we share personal data with other organisations we require them to keep it safe, and they must not use your personal data for their own marketing purposes.
We only share the minimum personal data that enable our suppliers and retail partners to provide their services to you and us.
Sharing personal data with regulatory authorities
So that you can travel, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate.
We may share the minimum personal data necessary with other public authorities if the law says we must, or we are legally allowed to do so.
Sharing personal data within the TUI Group
Our Privacy Policy applies to all of the services offered by the TUI Group but excludes services that have separate privacy notices that do not incorporate this Privacy Policy. We may share the minimum personal data necessary with other companies in the TUI Group, for example, to provide the products and services you request; to manage and improve our products, services and day-to-day operations; to help to personalise your experience; where appropriate, to make contact and interact with you; and, if allowed and appropriate, for marketing or market research purposes.
We may also share personal data with an organisation we sell or transfer (or enter into negotiations to sell or transfer) any of our businesses or any of our rights or obligations under any agreement we may have with you. If the transfer or sale goes ahead, the organisation receiving your personal data can use your data in the same way as us.
Protecting your personal data
We know how important it is to protect and manage your personal data. We take appropriate security measures to help protect your personal data from accidental loss and from unauthorised access, use, alteration and disclosure.
The security of your data also depends on you. For example, where we have given you or where you have chosen a password for access to certain services, you are responsible for keeping this password confidential.
The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by organisations operating outside the EEA who work for us or for one of our suppliers. We put in place appropriate protections to make sure your personal data remains adequately protected and that it is treated in line with this Policy. These protections include, but are not limited to, appropriate contract clauses, such as standard contract clauses approved by the European Commission, and appropriate security measures.
Data retention
We will retain your personal data for only as long as it is necessary for the uses set out in this Privacy Policy and/or to meet legal and regulatory requirements. After this period, we will securely erase personal data. If data is needed after this period for analytical, historical or other legitimate business purposes, we will take appropriate measures to anonymise this data.
About cookies and similar technologies
Cookies are small data files that allow a website to collect and store a range of data on your desktop computer, laptop or mobile device. Cookies help us to provide important features and functionality on our websites and mobile apps, and we use them to improve your customer experience. Please see our separate Cookies Policy. Insert link to Cookie Policy
Links to other websites
Our websites or mobile apps may contain links to websites operated by other organisations that have their own privacy notices. Please make sure you read the terms and conditions and privacy notice carefully before providing any personal data on another organisation's website as we do not accept any responsibility or liability for websites of other organisations.
Social media features
Our websites or mobile apps may contain social media features such as Facebook, Twitter, Google+ and Pinterest that have their own privacy notices.
Please make sure you read their terms and conditions and privacy notice carefully before providing any personal data as we do not accept any responsibility or liability for these features.
Accessing and updating your personal data, including complaints
You have a right to ask for a copy of the personal data we hold about you, although you should be able to access online the personal data associated with your account or booking. You can write to us asking for a copy of other personal data we hold about you.
Please include any details to help us identify and locate your personal data. Where we can provide data access, we will do so free of charge except where further copies are requested in which case we may charge a reasonable fee based on administrative costs.
We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details we hold are incorrect, please let us know. We will update or erase your data, unless we have to keep it for legitimate business or legal purposes.
You can also ask for your personal data to be rectified or erased and to object to the processing of your personal data.
If you would like to make a request, please write to the following email address: gdprdx@tui.com
You can also contact the Data Protection Officer if you have a complaint about how we collect, store or use your personal data. We aim to resolve complaints but if you are dissatisfied with our response, you may complain to the local data protection authority www.agpd.es.
Please note that we may ask you to verify your identity before we can act on your request or complaint.
Changes to our Policy
This Policy replaces all previous versions. We may change the Policy at any time so please check it regularly for any updates. If the changes are significant, we will provide a prominent notice including, if we believe it is appropriate, email notification of Privacy Policy changes.
Last update: March 2017
Key terms
Data controller: The data controller determines the purpose and manner in which personal data is used.
European Economic Area (EEA): EU Member States plus Norway, Iceland and Lichtenstein.
Online advertising: Marketing messages that you may see on the internet.
Special categories of personal data: This are categories of personal data revealing racial or ethnic origin; political opinions; religious or philosophical beliefs; trade union membership; health data; and data concerning a natural person's sex life or sexual orientation.