RESERVATION TERMS AND CONDITIONS
1. Scope, contracting parties and documents
These terms govern reservations handled by Camisa Homes & Villas S.r.l., Viale Spartaco Lavagnini 70, 50129 Florence, Italy, VAT number IT03738021207 ("Camisa"). Contacts: booking@camisahomevillas.com; assistance during your stay: concierge@camisahomevillas.com; telephone +39 327 629 1524. The person in whose name the reservation is made is the "Guest".
The Booking Summary identifies the property, the contracting owner or operator, the supplier of each service and the party authorised to collect payment. It specifies whether Camisa acts as a disclosed agent on behalf of another party or supplies a service directly. Camisa Essential LTD and Camisa Homes & Villas Inc. participate only where expressly identified for their respective services; a shared brand does not make the debts, receivables or accounts of different companies interchangeable.
The contract comprises the Booking Summary, the accepted quotation, the property-specific conditions and this version of the policy, supplied before acceptance in a form you can retain. Mandatory law prevails; valid, specifically negotiated individual terms take precedence over general terms. Conditions accepted through a booking platform continue to apply to the relevant contract.
Browsing the website does not authorise charges. This version applies only to reservations which expressly incorporate and accept it: it does not retrospectively alter agreed prices, refunds or deadlines. Subsequent changes require a valid express agreement. "Days" means calendar days; "business days" excludes Saturdays, Sundays and Italian national public holidays.
2. Quotation, total price and information
Before you commit, the Booking Summary sets out dates, guests, occupancy limits, agreed bedroom arrangements, included services, material restrictions, amounts, due dates and cancellation conditions. All calculable compulsory charges, including applicable VAT and taxes, are included in the total price presented to you, even where separately itemised.
For genuinely variable charges, the calculation method, unit rates and, where reasonably possible, an estimate are provided. Simply stating "extras", "according to consumption" or referring generally to the website does not authorise unspecified amounts. Optional services require an express choice.
APA and the security deposit are shown separately from the price, with their refundable nature and the total cash payments required at each due date. Receipt alone does not make these funds accommodation revenue. No item already included in the rental, TPT, a service price or a platform payment will be charged twice.
Promotions and price guarantees apply on the terms of the specific offer communicated to you; later tariff changes do not alter a confirmed reservation.
3. Confirmation and payment
A reservation is confirmed when Camisa issues written confirmation following acceptance and receipt of the required payment, unless the platform follows a different procedure. An unconfirmed option remains valid only for the period stated in the offer.
Unless different conditions are disclosed and accepted before booking, the advance rental payment is 30%; the balance falls due 45 days before arrival for villas and 10 days before arrival for short stays in Florence apartments. For bookings made within these periods, the full rental is payable on confirmation. Stays exceeding 30 nights require a specific Booking Summary and, where required, a separate agreement.
TPT, APA and security-deposit due dates are stated separately. Payments are made in euros using the authorised methods in the confirmation. Payment to an intermediary discharges your obligation only if that intermediary is authorised to collect for that reservation. Your bank's own charges and currency conversions are governed by your arrangements with it; Camisa does not impose surcharges prohibited by law.
Before cancelling for non-payment of an essential amount properly due, Camisa sends a written reminder identifying the amount, deadline and consequences, allowing a reasonable opportunity to remedy the default consistent with the arrival date. Insufficient funding for optional services does not automatically cancel accommodation which has already been paid for.
4. TPT: Travel Planning & Tax
TPT is a commercial description which may comprise two components, separately identified in the Booking Summary: payment for planning and assistance services, and local taxes actually payable. The service component is not a public tax. Activities and amounts are not identical for every reservation.
The Summary describes the services included, such as pre-arrival planning, check-in and check-out coordination, remote assistance and accounting, specifying their scope, hours of availability, any included working hours and supplier. These activities cannot be charged again as additional concierge services.
Any tourist tax is specified by municipality, applicable rate, taxable nights, guest numbers and exemptions. If initially unquantifiable, it is estimated and subsequently reconciled to the amount actually due, with supporting documentation. Taxes not payable are not retained as remuneration.
The TPT service fee pays for agreed services performed, independently of APA usage. Following cancellation or interruption, Camisa accounts for work completed and any specifically accepted non-cancellable commitments. Stages of work and their prices must be defined beforehand; merely describing the entire TPT as "non-refundable" does not justify retaining it. Any applicable withdrawal rights, proportionality requirements and prohibition on double recovery remain unaffected.
5. APA: advance expense and services fund
APA means Advance Provisioning Allowance: advance funds allocated to an individual reservation to pay for authorised services, supplies and consumption not already included in the price. Examples include groceries, chefs, transfers, experiences, additional housekeeping and expressly excluded utilities. APA is not a flat fee, a penalty or a second damage deposit.
The amount, whether it is compulsory or optional, the due date and permitted uses are disclosed before booking. The amount must be proportionate to expected expenditure; no universal percentage applies. A compulsory APA agreed at booking funds only the identified categories and does not oblige you to buy optional services you have not requested. You may request adjustment to reflect the actual programme before commitments are made to suppliers.
Payment authorises Camisa to use the fund only for approved items within agreed prices and limits, and for urgent interventions permitted under clause 7. It does not authorise unrestricted spending until the balance is exhausted. On request and at material stages, you receive an update of expenditure, commitments and the remaining available balance.
Where the balance cannot cover further approved services, Camisa requests a specified top-up before ordering them. Without that top-up, it may suspend only extras not yet committed, explaining the consequences. Unused funds are returned under clauses 10 and 11 after amounts properly due have been settled.
6. Approvals, mark-ups and additional concierge hours
The Booking Summary identifies the Guest and any other people authorised to place orders. Approvals must be retainable, for example by email, written message or platform, and record the service, price or rate, applicable VAT, any mark-up, maximum budget and supplier cancellation conditions. Verbal requests are confirmed in writing before commitment, except in a genuine emergency.
Where Camisa sells a service at its own price, the final price is disclosed before ordering. Where it advances a documented third-party cost, any arrangement fee or mark-up is separately disclosed and accepted: a marked-up price is not presented as the supplier's unadjusted cost. Tips, upgrades and more expensive substitutions require approval.
Additional concierge hours, on-site assistance, event coordination and exceptional work are chargeable only if excluded from TPT and other agreed prices, at an approved rate and within an approved limit. The statement records the date, person performing the work, activity and actual time. Exceeding the limit requires fresh consent; hours are not retrospectively calculated to absorb unused funds.
There is no automatic fee for making or disputing a complaint. Any exceptional damage-administration work requires a valid contractual basis, documented work actually performed and a reasonable amount, without duplicating ordinary administration or repair costs.
7. Utilities, emergencies and owners' costs
Utilities are included only to the extent specified in the Booking Summary. For excluded utilities, rates, units, any included allowance and the measurement method are stated; reconciliation includes opening and closing readings or another agreed, verifiable method. Pool heating, air conditioning and additional cleaning cannot be added where already included in the accepted price.
Where there is an immediate risk to people or the property and instructions cannot reasonably be obtained, Camisa may arrange the minimum necessary intervention and notify you without delay, normally within 24 hours. It retains the reasons, attempted contacts and expense documents. Urgency does not transfer an owner's or operator's costs to you.
Routine maintenance, wear and tear, pre-existing defects and faults not attributable to you are not charged to APA or the security deposit. Emergency costs may be allocated to those funds only where they fall within your validly agreed obligations or demonstrable liability.
8. Security deposit: amount and collection
The security deposit secures damage attributable to you and occupants for whom you are responsible, and other debts under the same reservation expressly covered by the security. It is neither advance rent nor revenue. The amount, beneficiary, holder, due date and method are disclosed before booking.
The Booking Summary distinguishes an actual card charge, pre-authorisation, bank transfer or another permitted method. A pre-authorisation reserves available funds but is not a payment: its expiry, any renewal and use follow the payment provider's rules and the cardholder's required authorisation. A guarantee already collected through a platform for the same risk is not duplicated.
If an essential, previously agreed deposit is not provided, Camisa asks you to remedy this before access; any refusal to hand over the property must be proportionate and consistent with the contract and law, without automatic forfeiture of everything paid. If an owner or platform collects the deposit, the Summary identifies its procedure; Camisa remains responsible for its own obligations.
9. Inspections, damage and supporting evidence
Where possible, the property's condition is recorded at arrival and departure through an inventory, dated photographs and an inspection record. You should report defects or discrepancies promptly and facilitate reasonable inspection. The absence of a joint inspection does not automatically establish your liability; a clear departure record does not exclude subsequently provable concealed damage.
Each claim identifies the item or service, circumstances, connection to the stay, evidence of responsibility, calculation and supporting document. A deduction may cover reasonable reinstatement costs or the item's actual value, taking account of age, wear and betterment; it is not automatically the price of a new replacement.
Ordinary use, included routine cleaning, pre-existing defects and the owner's maintenance obligations are not chargeable damage. Linen, keys, exceptional cleaning and repairs require evidence of additional cost and responsibility. Quotations are identified as estimates and subsequently adjusted; invoices and receipts are not inflated or altered.
VAT and other taxes apply only where properly due for the nature of the item and the relevant tax document. No rate is automatically added to every compensation claim. Amounts already recovered through insurance, a platform, another fund or a third party are not recovered again. Damage exceeding the deposit may be claimed separately, subject to the same evidence and dispute safeguards.
10. Separate accounting and reconciliation
Camisa maintains separate entries for rental, TPT services, taxes, APA and the security deposit for each reservation. This accounting separation is not a representation that funds are held in a regulated trust or escrow account. Funds cannot be allocated to other guests, reservations or parties without a valid specific basis.
Within 7 days of check-out, Camisa notifies you of reasonably identifiable charges and reserves, supplying available evidence and identifying documents still awaited. Within 10 business days, it provides a statement, which may be provisional, and instructs repayment or release of the undisputed balance. Any shorter mandatory or previously promised contractual deadline prevails.
The statement sets out opening funds, top-ups, individual expenses and approvals, supporting records, disputed amounts, justified reserves and the balance to be returned or paid. A reserve is limited to a reasonable estimate of the individual outstanding item; a complaint does not justify blocking the entire fund.
Reserves are resolved and accounted for within 30 days of check-out. Any unsupported portion is then released unless a specific valid agreement, legal requirement, order or binding platform process requires otherwise. A documented claim may subsequently be pursued within the applicable legal period, without retaining funds indefinitely.
You are invited to comment within 14 days of receipt; silence does not signify agreement or waive rights. Camisa normally responds within 10 business days. Any additional balance is requested with a reasonable payment period, ordinarily at least 7 days from the documented request.
APA is used first for authorised extras. Applying the security deposit to an outstanding extra is permitted only where the security expressly covers it and legal requirements are met, identifying the debtor and creditor. There is no automatic set-off between group companies, owners or different reservations. An item may be allocated only once.
11. Card refunds and banking times
Refunds of a deposit actually charged, unused APA or other amounts are instructed to the original payment method, unless there is a documented technical impossibility and a secure alternative agreed with the person entitled to receive them. Camisa communicates the amount and instruction date; internal reconciliation and bank crediting are separate stages.
For a card refund, please allow a prudent indicative window of 20–30 calendar days from the date the refund instruction is accepted by the payment provider. The credit may appear sooner. This window is neither a statutory deadline nor a uniform bank guarantee, and does not permit Camisa to delay submitting the instruction beyond clause 10 or applicable mandatory deadlines.
For a pre-authorisation, Camisa requests release of the amount not due; restoration of available funds differs from a refund and follows the issuer's processing times. Camisa provides the transaction reference and, where available, an ARN or equivalent tracking reference, without requesting your banking credentials.
If the refund has not appeared after 30 days, Camisa initiates a trace with the provider, updates you and addresses any rejected transaction. Delays are not generically attributed to a bank without checking. Shorter applicable deadlines and rights against the issuer remain unaffected; card disputes are coordinated to prevent duplicate refunds, without automatic penalties for exercising those rights.
12. Cancellation or amendment by the Guest
Validly agreed specific conditions in the Booking Summary take precedence. Otherwise, the standard short-stay cancellation scale applies to rental only: 30% from confirmation and 100% from 45 days before arrival for villas, or from 10 days before arrival for Florence apartments. These percentages remain subject to mandatory proportionality rules: avoided costs, recoveries and re-letting are taken into account to avoid exceeding the loss lawfully recoverable.
Cancellations should be sent to booking@camisahomevillas.com or through the platform used. Changes to dates, property or duration depend on availability and a new agreement; Camisa explains costs before acceptance instead of automatically charging for two bookings.
APA, the security deposit and taxes not payable are not included in the cancellation-charge calculation and are not automatically forfeited. TPT work already performed and non-cancellable external commitments are accounted for under the accepted terms, less refunds and recoveries, without duplicating rental cancellation compensation. No-shows and early departure follow the applicable conditions, subject to rights arising from non-performance or other grounds provided by law.
13. Withdrawal rights and separate services
For tourist accommodation booked for specified dates or periods, the normal 14-day distance-contract withdrawal right does not apply where the relevant statutory exception is engaged. This does not remove remedies for non-performance or agreed cancellation rights.
Any withdrawal right for separate services, including independently contracted TPT services, depends on their nature. Where that right exists, Camisa supplies the legally required information and form. Starting work during the withdrawal period requires an express request; loss of the right following complete performance requires the prescribed consent and acknowledgement. Booking the villa alone is not treated as a substitute for them.
14. Supplier changes and impediments
Camisa promptly communicates unavailability or material changes and, where possible, proposes a reasonably equivalent solution for your express acceptance. If the substitute offered costs less, the difference is refunded; an alternative offered without a supplement does not give rise to later unagreed charges.
If the service cannot be supplied and no alternative is agreed, amounts due back for unperformed services are refunded under applicable law. Accepting an alternative is not a general waiver of other rights. Exceptional circumstances, public restrictions and force majeure are assessed under the contract and law; they do not automatically justify retaining all advance payments. A replacement voucher requires acceptance where it cannot lawfully be imposed.
If the combination purchased constitutes a package or another protected travel arrangement, the relevant mandatory obligations, information, liability and protection requirements apply. Descriptions such as "agency", TPT or APA do not exclude those rules.
15. Arrival, departure and occupants
Unless the Booking Summary states otherwise, check-in is between 16:00 and 19:00 and check-out by 10:00 on the agreed departure date, in the property's local time. Late arrivals and late check-out require confirmation; any supplement must be disclosed and accepted beforehand. Please report delays to the operational contacts provided.
You must identify occupants and provide documents required for mandatory registration through the indicated channels. Children and infants must be declared and considered for occupancy and safety requirements; free accommodation, cots and additional beds depend on the offer. Replacement guests, visitors and events require prior approval consistent with occupancy limits.
The voucher and instructions identify the reservation, but lack of a physical voucher does not automatically justify refusal where identity, booking and payment can otherwise be verified. Keys and access devices must be returned on departure and inspection reasonably facilitated.
16. Property use, cleaning and animals
You and your party must respect the property, communicated rules, neighbours and safety limits. Parties, commercial activities, external suppliers and access above permitted capacity require authorisation; any specific costs are agreed beforehand. Serious or persistent breaches may result in a requirement to stop the conduct and, where necessary and lawful, to leave, using proportionate measures without automatic confiscation of all funds.
The property must be left reasonably tidy, with rubbish disposed of as instructed and without damage beyond normal use. Ordinary final cleaning follows the accepted price. Genuinely exceptional cleaning is documented and assessed under clause 9; no automatic rubbish penalties or duplicate included costs apply.
Pets are permitted where agreed, with any supplements disclosed in advance. Applicable rules on assistance animals remain unaffected. You must provide appropriate supervision and care, including supervision of children and proper use of equipment.
17. Pools, equipment and maintenance access
The Booking Summary specifies pool-opening dates, heating availability and cost, any technical limits and promised safety features. Weather may affect actual water temperature but does not justify inaccurate descriptions or failure to provide an expressly guaranteed service. No lifeguard is provided unless stated otherwise.
Space heating and equipment use follow local requirements and the conditions communicated, without assuming a single nationwide operating calendar. The owner and appointed staff may enter for necessary work on reasonable notice and with respect for privacy; an emergency may require immediate access. Wherever possible, work is arranged to minimise disturbance.
18. Assistance, complaints and liability
Please promptly report problems to concierge@camisahomevillas.com and the operational contact, providing details and a reasonable opportunity to remedy them. For urgent matters, also use the number in the Booking Summary. Late reporting may affect only loss which could reasonably have been avoided; there is no general forfeiture of rights after 24 hours or departure.
Camisa assesses the evidence, responsibilities and applicable remedies, including rectification, price reduction, refund or compensation where due. Handling a complaint is not conditional on waiving reviews, rights or disputes. Private-home characteristics and external events do not remove obligations concerning accurate information, care and safety.
Camisa remains responsible for its own services and obligations imposed by law. Fraud, wilful misconduct, gross negligence, personal injury where liability cannot be excluded, and other mandatory rights are not excluded. There is no automatic rental-price cap on liability for every category of loss.
19. Insurance and formalities
Suitable cancellation, travel, medical and personal-liability insurance is recommended, subject to checking exclusions and conditions. Insurance does not replace Camisa's or suppliers' obligations and does not permit double recovery.
For stays requiring a written agreement, registration or other formalities, the relevant documents and information are supplied. Costs allocated to you require a valid legal or contractual basis and advance disclosure; assumed standard tax amounts are not applied to every stay.
20. Personal data and website
Personal data is processed for reservations, stays, security, accounting and legal obligations under the separate privacy notice and applicable legislation, including the GDPR where relevant. Information is shared with owners, suppliers and payment providers only as necessary and with required safeguards. Marketing consent, where needed, is separate and optional; accepting this policy does not replace it.
Documents and evidence are retained for periods consistent with their purposes and legal obligations, protecting third parties' data. You may retain and reproduce quotations, confirmations and documents needed to exercise your rights. Unauthorised commercial use of website content remains subject to intellectual-property rights.
21. Governing law, languages and validity
Contracts with Camisa Homes & Villas S.r.l. are governed by Italian law, subject to applicable mandatory provisions and conflict-of-laws rules. Mandatory consumer rights and mandatory jurisdiction rules, including any applicable property-related jurisdiction, remain unaffected. For exclusively business-to-business relationships, the courts of Florence have jurisdiction, subject to mandatory jurisdiction and any valid different agreement.
The Italian, British English, German, Dutch, Danish, French and Norwegian Bokmål versions express the same policy. The Booking Summary identifies the contractual language supplied and accepted; a translation does not itself change the applicable law or contracting entity. Ambiguities are not resolved against a consumer by imposing a language not previously communicated.
Invalidity of one provision does not automatically invalidate the remainder if the contract can continue. General acceptance or an additional signature does not cure prohibited or unfair terms. Any specific approvals required by law are obtained separately, identifying the particular clauses concerned.
Annex A · Booking Summary
Complete and supply before acceptance. This Summary forms part of the policy; uncompleted fields do not authorise unspecified charges.
Booking reference, property, address and CIN where required
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Dates, guests, agreed rooms and contractual language
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Guest, contact details and other people authorised to order
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Owner, suppliers and payment recipients: legal names, addresses and tax details
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Item Amount EUR Due date / recipient
Accommodation rental ........................ ..................................
TPT: services ........................ ..................................
TPT: local taxes ........................ ..................................
Other calculable compulsory charges ........................ ..................................
A. Total price of the above items ........................ ..................................
B. Initial APA, subject to reconciliation ........................ ..................................
C. Security deposit, refundable or releasable ........................ ..................................
Overall financial commitment: A + B + C ........................ ..................................
Identify applicable VAT and whether each amount is final or estimated. A pre-authorised deposit reserves available funds rather than taking payment. Extras funded through APA must not be added again to the cash required. Deduct amounts already collected or secured through a platform.
Amounts already paid or secured; remaining balance and payment schedule
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Special conditions, cancellation terms and accompanying documents
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Annex A · Approvals and limits
TPT: included work, availability, included hours and scope limits
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TPT: stages, price per stage and basis on which fees are earned
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Tourist tax: municipality, rate, nights, guests and exemptions
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APA: compulsory/optional status, expected expenses and authorised categories
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Extras: supplier, final price, VAT, mark-ups and cancellation conditions
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Additional concierge: hourly rate, estimated hours and approved maximum
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Utilities: inclusions, rates, allowances and measurement method
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Security: beneficiary, holder, method, due date and secured obligations
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Approval to use APA covers only the orders or budgets identified here. This Summary does not provide a general mandate for additional card charges.
Acceptance of the completed Summary and policy RP2026.09: name, date and signature / digital acceptance record.
Separate optional choice, only where a withdrawal right exists: I request performance of the identified separate services during the withdrawal period and acknowledge that the right is lost following their complete performance on the statutory conditions. Specify the services and record an express, non-preselected choice. Supply the applicable withdrawal information and form.
Any specific approvals required by law: identify each clause, its effect and acceptance separately; do not substitute a general signature covering the entire document.
Annex B · Closing statement
Reservation / property / Guest / check-out date / statement date / party making repayment:
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Account Received € Charges € Reserve € Refund €
APA .............. .............. .............. ..............
Security deposit .............. .............. .............. ..............
TPT: services .............. .............. .............. ..............
Local taxes .............. .............. .............. ..............
Refund balance = received funds + top-ups − amounts properly due − justified reserves − refunds already made. Show each top-up, earlier refund and permitted transfer separately and avoid duplication.
Date / item Final amount € Approval and evidence Account used
........................ ................ ................................ ................
........................ ................ ................................ ................
........................ ................ ................................ ................
For each charge: description, supplier or creditor, contractual basis, approval, invoice/receipt or quotation expressly marked as an estimate, and any VAT properly due. For damage, include condition evidence, responsibility and valuation method.
Stage Policy deadline
Initial notice Within 7 days of check-out
Statement and instruction for undisputed balance Within 10 business days of check-out
Resolution of reserves Within 30 days of check-out
Card credit Prudent estimate: 20–30 days from provider acceptance of the refund instruction
Identify disputed amounts, reasons and documents awaited; return the remainder. Record instruction date and amount, refund/release reference and payment status. For pre-authorisations, record the release. Shorter mandatory or previously promised deadlines prevail.
Guest comments are requested within 14 days of receipt, without forfeiture or deemed acceptance through silence. Reconciliation contact and next update date: