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Cancellation and Refund Policy

Feel Toscana - Perfume Workshops in Florence, Italy

Effective Date: January 1, 2025

1. Right of Withdrawal (Cooling-Off Period)
1.1 Distance Contracts and Online Bookings

In accordance with Italian Consumer Code (Legislative Decree 206/2005) Articles 52-59 and EU Consumer Rights Directive (2011/83/EU), customers who book our services online, by telephone, or through other distance selling methods have the right to withdraw from their booking within 14 calendar days without providing any justification.

For workshop bookings, the withdrawal period begins from the day the booking contract is concluded (i.e., when payment is confirmed and booking confirmation is sent).

1.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform Feel Toscana of your decision through:

You may use our withdrawal form (available upon request) or provide a clear written statement of your decision to withdraw. No explanation is required, and you cannot be charged additional fees beyond any applicable handling costs as outlined below.

1.3 Refund Processing for Withdrawal

If you exercise your right of withdrawal within the 14-day period, Feel Toscana will refund all payments received from you within 14 days of receiving your withdrawal notice, using the same payment method used for the original transaction, unless you have expressly agreed otherwise. No additional transaction fees will be charged for this refund.

2. Cancellation Policy Beyond Withdrawal Period
2.1 Workshop Cancellations

For cancellations made after the 14-day withdrawal period has expired:

  • More than 30 days before workshop date: Full refund minus 10% handling fee

  • 15-30 days before workshop date: 75% refund

  • 7-14 days before workshop date: 50% refund

  • Less than 7 days before workshop date: 25% refund

  • Same day cancellation or no-show: No refund

2.2 Perfume Re-order Cancellations

For custom perfume re-orders (30ml and 50ml bottles):

  • Cancellations are accepted until production begins (typically within 24-48 hours of order confirmation)

  • Once production has commenced, cancellations are not possible due to the custom, personalized nature of the product

  • Full refund (minus payment processing fees) if cancelled before production begins

3. Force Majeure and Extraordinary Circumstances
3.1 Cancellation Due to Extraordinary Circumstances

In accordance with Italian Tourism Code and EU Package Travel Directive (2015/2302), customers may cancel their booking without penalty if extraordinary circumstances occur, including but not limited to:

  • Serious security issues at the destination

  • Natural disasters

  • Government-imposed travel restrictions

  • Health emergencies declared by competent authorities

3.2 Refund Process for Extraordinary Circumstances

When cancellations occur due to extraordinary circumstances, customers are entitled to:

  • Full refund of all payments made

  • Refund processing within 14 days of cancellation request

  • No cancellation fees or penalties

4. Cancellations by Feel Toscana
4.1 Workshop Cancellation by Organizer

Feel Toscana reserves the right to cancel workshops due to:

  • Insufficient number of participants (minimum 3 participants required)

  • Instructor illness or unavailability

  • Unforeseen circumstances beyond our control

4.2 Customer Rights When We Cancel

If Feel Toscana cancels a workshop:

  • Full refund of all payments received within 7 days

  • Option to reschedule to alternative available date at no additional cost

  • Reimbursement limited to workshop fees only (not travel, accommodation, or other expenses booked independently)

5. Modification of Bookings
5.1 Date Changes

  • Workshop date changes requested more than 15 days in advance: €25 handling fee

  • Workshop date changes requested less than 15 days in advance: Subject to availability and 50% of original booking value as change fee

  • Date changes are subject to workshop availability

5.2 Participant Changes

  • Name changes on bookings are permitted up to 48 hours before workshop date with no additional fee

  • Transfer of booking to another person requires written notification

6. Payment Terms and Methods
6.1 Payment Processing

  • Full payment is required at time of booking

  • Accepted payment methods: Credit/debit cards, PayPal, bank transfer

  • All prices include applicable Italian VAT (22%)

6.2 Refund Processing

  • Refunds will be processed using the original payment method

  • Payment processing fees (typically 2-4%) are non-refundable

  • Bank transfer fees for refunds may apply and will be deducted from refund amount

  • Processing time: 5-14 business days depending on payment method and financial institution

7. Exclusions from Right of Withdrawal

In accordance with Article 59 of the Italian Consumer Code and Article 16 of EU Consumer Rights Directive, the right of withdrawal does not apply to:

  • Goods made to order or clearly personalized (applies to custom fragrances created during workshops)

  • Services fully performed with customer's prior express consent and acknowledgment of loss of withdrawal right

Important: The personalized perfume created during your workshop session is considered a made-to-order, personalized product and therefore excluded from the standard right of withdrawal once the workshop has commenced.

8. Digital Service Components
8.1 Online Booking Platform

Our online booking system complies with the latest EU Digital Fairness Act requirements and provides:

  • Clear withdrawal information before booking completion

  • Easy-to-access cancellation mechanism

  • Transparent pricing without hidden fees

  • Secure payment processing

9. Consumer Protection Information
9.1 Your Rights

As a consumer, you have rights under Italian and EU law. This policy does not affect your statutory rights. For disputes that cannot be resolved directly with Feel Toscana, you may:

  • Contact the European Consumer Centre Italy (ECC-Net Italia)

  • File a complaint with local Italian consumer protection authorities

  • Access Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr

9.2 Travel Insurance Recommendation

We strongly recommend purchasing comprehensive travel insurance to cover:

  • Trip cancellation for reasons beyond extraordinary circumstances

  • Medical emergencies

  • Travel delays or interruptions

  • Personal belongings

10. Contact Information

Feel Toscana
Florence, Italy
Email: info@feeltoscana.com
Website: www.feeltoscana.com

For all cancellation requests, please contact us via email with your booking reference number and preferred refund method.

11. Policy Updates

This policy may be updated to reflect changes in Italian or EU consumer protection laws. The current version is always available on our website. Customers will be notified of material changes that affect existing bookings.

Last Updated: January 1, 2025
Next Review Date: January 1, 2026

This policy has been prepared in accordance with Italian Consumer Code (D.Lgs. 206/2005), EU Consumer Rights Directive (2011/83/EU), Italian Tourism Code (D.Lgs. 79/2011), and all applicable 2025 consumer protection regulations.

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