General Terms and Conditions of Services

These general terms and conditions (hereinafter referred to as the “General Terms and Conditions”) govern the contractual relationship between SOSTRAVEL.COM S.p.A. (Tax ID, VAT registration number in the Rome companies register 03624170126 and REA no. RM-1683616), with its registered office in Viale Europa 98, 00144 Rome – Italy (holder of the license to operate as a travel agency and online tour operator, issued by the Municipality of Rome, n. 76987) other contacts available directly on the Site (“SosTravel” or the “Company”), and the Customer regarding the provision of services as described below.

SECTION I – GENERAL CONDITIONS

  1. Definitions

1.1 The terms listed below have the following meanings:

  • Account: indicates the personal profile that the Customer registers on the Website and/or on any online platform owned by Sostravel to purchase and/or activate the Services.
  • Redelivery Airport: has the meaning set forth in Article 6.3 below.
  • Baggage: indicates the baggage for which the Customer purchases the Services, excluding its contents.
  • Baggage Tag: indicates the identification code of the Baggage issued to the Customer upon check-in by the airline.
  • Customer: indicates the individual who purchases or uses the Services.
  • General Conditions: indicates the general conditions of the Services set forth below.
  • Customer Care: indicates Sostravel’s customer service, active 24 hours a day, 7 days a week, reachable by phone at +39 0691511041 (Italy); +33 170615702 (France); +35 1300505951 (Portugal); +41 435507016 (Switzerland); +1 514 3126536 (Canada); +420 2 96249100 (Czech Republic); +48 22 2662454 (Poland); +1 786 4143370 (USA), via email at customercare@sostravel.com, and via WhatsApp chat at +39 06 8339 4440.
  • Duration: has the meaning set forth in Article 14.2 below in relation to the Dr. Travel Service.
  • Medications: has the meaning set forth in Article 13.3 below in relation to the Dr. Travel Service.
  • Service Guarantee: has the meaning set forth in Article 8.1 below.
  • Carrier Compensation: means the sum of money paid by the air carrier to the Customer in the event of Permanent Baggage Loss.
  • Doctor: the doctor licensed to practice medicine who provides Teleconsultations to the Patient as provided in Article 13.3 of these General Terms and Conditions of Service in relation to the Dr. Travel Service.
  • Service Guarantee Form: has the meaning set forth in Article 12.1 (v) below.
  • Receipt Form: has the meaning set forth in Article 12.2 below.
  • Online Stores: indicates the e-commerce pages available on the Website and/or on the websites of authorized Sostravel retailers, where the Customer can purchase Services online.
  • Net Medicare: indicates Net Medicare S.r.l. (Fiscal Code/VAT no.: 03670100134) with registered office in Via Moretti Andrea 20 – 24121 Bergamo (BG) – Italy, holder of Health Authorization no. I-36/2018, which provides digital medicine services (website: https://www.netmedi.care/it/chi-siamo/).
  • Patient: the person using the Dr. Travel Service.
  • Withdrawal Period: has the meaning set forth in Article 20.1 below.
  • Platform: the digital platform that the Patient can access in relation to the Dr. Travel Service.
  • P.I.R.: “Property Irregularity Report” form to be filled out at the lost & found office of the destination airport.
  • Points of Sale: indicates the physical sales outlets of Sostravel’s official retailers (e.g., kiosks in airports, travel agencies, etc.) where the Customer can purchase the Services.
  • Payment Request: has the meaning set forth in Article 12.1(iv) below.
  • Redelivery of Baggage: has the meaning set forth in Article 6.3 below.
  • Baggage Tracking: has the meaning set forth in Article 6.3 below.
  • Delayed Baggage Redelivery: has the meaning set forth in Article 8.2(i) below.
  • Services: indicates the Services described below in Section II.
  • Lost Luggage Concierge: indicates the Service described in Article 6.
  • Dr.Travel Service: indicates the Service described in Article 13.
  • Travel Booking Service: indicates the agency/brokerage service for the sale of travel services referred to in Article 19 of the General Conditions.
  • Website: indicates the Sostravel website, available at the link https://www.sostravel.com/.
  • Web Platform: the sostravel web platform where users register and can purchase services and activate LLC codes.
  • Sostravel: indicates Sostravel.com S.p.A. (Fiscal Code, VAT number, and registration number with the Register of Companies of Rome: 03624170126, and REA no. RM – 168316), with registered office in Viale Europa 98, 00144 – Rome – Italy (holder of the online travel agency and tour operator activity license issued by the Municipality of Rome, no. 76987).
  • Teleconsultation: the audio-video consultations provided by Doctors to Patients on basic medical and health matters as provided in Article 13.3 of these General Conditions in relation to the Dr. Travel Service.
  • Active Tracking: has the meaning set forth in Article 6.4 of the General Conditions.
  • Procedure: indicates the procedure for claiming the Penalty/Guarantee Amount described in Article 12 of the General Conditions.

2. The Services

2.1 The Company is active in the digital tourism sector and traveler assistance and information services. The Company is also a world leader in the service of tracking lost airport baggage and acts as an intermediary in the sale of travel packages and other tourist services.

2.2 In particular, the Company offers the following Services:

(a) Lost Luggage Concierge, sold and provided directly by Sostravel;

(b) Dr.Travel Service, sold to the public by Sostravel as an official retailer of Net Medicare and provided directly by the latter operator, holder of a specific license for the provision of digital medicine services;

(c) Free services to the traveler provided through the Sostravel web platform;

(d) Travel Booking Service: the description of the Service and the related general terms and conditions of contract are available on the Website in the dedicated section.

3. Creation of an Account

3.1 To use the Services, the Customer must visit the Sostravel website.

3.2 In order to use the Services, the Customer is required to register their profile and create an account (“Account”) using the forms prepared by Sostravel, providing, among other things, the following information: first name, last name, date of birth, and a valid email address.

3.3 Personal data communicated by the Customer on the Website will be stored in a dedicated database managed by Sostravel and will be processed by Sostravel in compliance with the privacy legislation in force from time to time and the privacy policy adopted by the Company and published on the Website.

3.4 The Customer shall be responsible for complying with these General Conditions, which must be fully accepted upon registration of their Account.

3.5 Registration is validated after completing the required information. The Customer certifies that all information provided at the time of purchase (including, but not limited to, personal data and payment details) is current and accurate in all relevant aspects.

3.6 Registration on the platform is reserved for adults over eighteen (18) years of age. Any registration made by a minor under eighteen (18) years of age requires the prior authorization of their legal representative.

3.7 Sostravel reserves the right to immediately close the Customer’s Account if the information provided at the time of its opening proves to be false.

3.8 Once registered, the Customer possesses a username and a password (of their choice) that allow them to connect to their Account.

4. Disclaimer

4.1 Only the Account holder is authorized to access it using their username and password. The Customer must keep their password strictly confidential and must not provide it to third parties, either orally or in writing. The Customer must only access the official Website.

4.2 Any connection via the Customer’s Account is deemed to have been made by the Customer themselves or with their authorization, as is every purchase and reservation made through the Account. Sostravel shall be exempt from any liability regarding access, purchases, and reservations made by third parties other than the Customer due to loss, theft, misappropriation, improper use, or similar of passwords and/or Accounts, or through unofficial applications or websites.

4.3 SECURITY WARNING:
UNDER NO CIRCUMSTANCES WILL SOSTRAVEL ASK THE CUSTOMER TO COMMUNICATE THEIR PASSWORD; THEREFORE, THE CUSTOMER MUST NEVER COMMUNICATE THEIR PASSWORD TO THIRD PARTIES, EVEN IF THEY PRETEND TO BE SOSTRAVEL.

5. Currency and Fees

5.1 The fee for the Services is expressed in the currency in force in the State where the Service is purchased.

5.2 Fees for Services may vary depending on the State and sales channels where the Service is purchased.

5.3 Service fees can be consulted on the Website, in Online Stores, and at Points of Sale.

5.4 Sostravel reserves the right to offer discounts and/or favorable conditions to Customers.

5.5 Sostravel reserves the right to suspend, revoke, and/or modify at any time the discounts and/or favorable conditions mentioned above, without prejudice to those previously acquired by the Customer.

5.6 The service guarantee amount will be paid in the same currency used by the Customer to purchase the Service if the currency used for the purchase is EUR (euros) and/or CAD (Canadian dollars). If the currency used to purchase the Service is different from EUR and/or CAD, the Penalty/Guarantee Amount shall be paid in euros.

SECTION II – GENERAL SERVICE CONDITIONS

6. Lost Luggage Concierge 

6.1 With the Lost Luggage Concierge, in the event of non-delivery at the destination airport of checked luggage checked in by the Customer for a flight (“Non-Delivery”), Sostravel undertakes to:

(a) trace the lost Baggage and ensure that it is redelivered within 48 (forty-eight) hours starting from the Notice to Sostravel of the loss referred to in Article 12.1(iii) below;

(b) provide active tracking of the lost Baggage, transmitting to the Customer – via Customer Care – information on the status of the Baggage tracking process through phone calls, SMS, WhatsApp, email, or on the Website via access to their Account (“Active Tracking”);

(c) actively interact with the dedicated SITA World Tracer portal and airport handlers and access the information generated by them regarding the movement of the Baggage, in order to streamline the redelivery process.

6.2 The tracking of lost Baggage for which the Lost Luggage Concierge Service was activated is deemed completed upon formal communication sent by the Company to the Customer informing them that the Baggage has been found (“Baggage Tracking”). This communication is forwarded by the Company’s Customer Care through the agreed contact channel (email, SMS, or instant messaging), in compliance with the periodic update timelines provided for managing the file.

6.3 The redelivery of lost Baggage (“Redelivery of Baggage”) consists of returning the Baggage for which the Lost Luggage Concierge Service was activated, alternatively (“Redelivery Location”): (i) at the airport indicated by the Customer in the P.I.R., or (ii) at a different address indicated by the Customer in the P.I.R., provided, however, that it is located on mainland ground (excluding, therefore, islands, boats, etc.) and within a straight-line radius of 100 aerial kilometers from the nearest territorial airport.

6.4 The search and tracking activities for the Baggage and any further obligations of Sostravel shall terminate, in any case, after 21 (twenty-one) days from the Non-Delivery of the Baggage.

6.5 The Service is nominative and non-transferable to third parties.

7. Purchase and Activation of the Lost Luggage Concierge 

7.1 The Service can be purchased on the Sostravel web platform, in Online Stores, and at Points of Sale. The Lost Luggage Concierge Service can be purchased only once for each piece of Baggage and for each flight, regardless of the sales channel used. If, for the same Baggage and flight, multiple purchases of the Service are made, even through different sales channels or authorized intermediaries, only one purchase will be considered valid, and any duplicate purchases will be refunded by Sostravel.

7.2 The Service can be purchased exclusively prior to flight departure. Each LLC Code purchased uniquely refers to a single piece of Baggage and a single flight (the definition of a single flight includes any technical layover scheduled on the same travel itinerary(1)). The Service can be purchased on the Web Platform for multiple pieces of Baggage and/or multiple flights. It remains understood that each generated LLC Code will remain associated with and effective exclusively for the single piece of Baggage and the single flight to which it was assigned during activation.

7.3 In case of purchase in Online Stores, before flight departure, the Customer must access their registered Account and activate the service on the website by entering the flight details and the alphanumeric code or QR code to activate the Service. In case of purchase at Points of Sale, the Service is activated automatically.

(1) By way of example, on a trip from Milan to New York with a technical layover in Frankfurt, the Service is valid from Milan to New York.

8. Service Guarantee Amount in Case of Breach of Contract

8.1 In the event that the Customer does not obtain the Redelivery of the Baggage within 48 hours from the Notice to Sostravel of the loss of the Baggage, Sostravel shall be required to pay the Customer, by way of service guarantee, a sum of money quantified as set out in Articles 9 and 10 of the General Conditions below (the “amount due as service guarantee”), specifically excluding compensation for any further damages.

8.2 The amount due as a service guarantee is granted:

(a) where the Redelivery of the Baggage occurs after 48 (forty-eight) hours from the Notice to Sostravel of the loss, but no later than the 21st (twenty-first) day from the Non-Delivery of the Baggage (“Delayed Redelivery”), or

(b) in case of Permanent Baggage Loss, meaning the failure to redeliver the Baggage within 21 (twenty-one) days from the Notice to Sostravel of its loss. It is specified that once 21 (twenty-one) days have elapsed from the Non-Delivery of the Baggage, the Company will suspend tracking.

8.3 It is understood between the Parties that: (a) if the Customer nevertheless obtains the redelivery of the lost Baggage after the 21st day from Non-Delivery, they shall only be entitled to receive the service guarantee amount for Delayed Baggage Redelivery and not that for Permanent Baggage Loss; (b) the service guarantee amount received by the Customer for Delayed Baggage Redelivery cannot be combined with the service guarantee amount for Permanent Baggage Loss.

8.4 The Company’s obligation to pay the service guarantee amount is subject to compliance with the following requirements:

(i) the Baggage must be registered and handed over to authorized airport personnel at check-in, who will equip it with a Baggage Tag;

(ii) the Customer must have made the necessary notifications to Customer Care and complied with the Procedure set forth in Article 12 of the General Conditions below;

(iii) the Customer must have provided adequate documentation showing the date of Non-Delivery of the Baggage, the date of actual Redelivery of the Baggage, and any payment of Carrier Compensation;

(iv) the Delayed Redelivery and/or Non-Delivery of the Baggage must not be attributable to the Customer.

8.5 The Customer’s right to claim further damages beyond the service guarantee amount (e.g., for expenses incurred to purchase goods or any other costs, or for discomfort resulting from Non-Delivery of Baggage) is expressly excluded. The service guarantee amount serves the dual purpose of dispensing the Customer from proving the extent of damage suffered and limiting the maximum amount of compensation for contractual liability owed by the Company. In cases of Delayed Redelivery and Permanent Loss, the service guarantee amount exhausts all Sostravel obligations, which shall not be required to disburse any additional sum or item.

9. Exclusions and Disclaimer

9.1 The service guarantee amount is not due if the Non-Delivery of the Baggage is attributable to willful misconduct or negligence by the Customer (e.g., if the Customer loses or abandons the Baggage at the destination airport).

9.2 The Company does not guarantee the redelivery of lost Baggage or its contents.

IMPORTANT NOTICE:
THE LOST LUGGAGE CONCIERGE SERVICE IS NOT INSURANCE AND DOES NOT REPLACE ANY TRAVEL INSURANCE.

 

10. Delayed Baggage Redelivery

10.1 The service guarantee amount provided by the Company shall be equal to:

(i) 100.00 EUR, USD, or CAD in the case of direct flights, or

(ii) 50.00 EUR, USD, or CAD in the case of connecting flights,

for each day of Delayed Baggage Redelivery, up to a maximum of ten (10) days of Delayed Redelivery. The maximum 10 days of service guarantee amount indicated above run from 48 hours following the Notice to Sostravel of the Baggage loss, but cannot exceed the 21st day following the Non-Delivery of the Baggage in any case.

In any case, the service guarantee amount for each piece of Baggage cannot exceed the overall, comprehensive, all-inclusive, and one-off maximum amount of:

(i) 1,000.00 EUR, USD, or CAD for direct flights, or

(ii) 500.00 EUR, USD, or CAD for connecting flights.

Example:
Non-Delivery occurs on December 1st; Notice to Sostravel must occur by December 2nd; the Company searches for the lost Baggage starting from the date and time of PIR opening; the Customer is entitled to 100 or 50 euros per day of non-redelivery for up to 10 days starting December 4th (i.e., 48 hours after Dec 2nd, the PIR opening time) through December 14th (10 days from Dec 4th), assuming Redelivery occurs on December 20th.

 

11. Permanent Baggage Loss

11.1 In the event of Permanent Baggage Loss—meaning failure to track the Baggage within 21 (twenty-one) days from Non-Delivery, without subsequent Redelivery—the service guarantee amount provided by the Company (replacing the amount provided in Article 10) shall equal 60% of the Carrier Compensation (defined as the sum paid by the air carrier to the Customer for Permanent Loss). In any case, the service guarantee amount cannot exceed an overall maximum, all-inclusive, one-off amount of 4,000.00 EUR, USD, or CAD per Baggage piece. By way of example:

(i) if Carrier Compensation is €4,000.00, the guarantee amount paid by the Company will be €2,400.00;

(ii) if Carrier Compensation is €6,666.00 or higher, the guarantee amount paid by the Company will be €4,000.00;

(iii) if the airline pays no Carrier Compensation, Sostravel will not pay any service guarantee amount or compensation of any kind.

11.2 In case of Permanent Loss, the Company’s obligation to pay the guarantee amount is subject to fulfilling the requirements of Article 8.4 as well as:

(i) the Customer must have already received the Carrier Compensation and provided adequate documentation proving payment and its amount;

(ii) the Customer must not have received service guarantee amounts for two other Baggage Loss events in the three years preceding the Payment Request.

11.3 If the Customer was already paid a guarantee amount for Delayed Redelivery and subsequently receives a guarantee amount for Permanent Loss for the same event, the sum already received for Delayed Redelivery will be deducted from the new amount, as guarantee amounts are not cumulative.

 

12. Procedure to Request the Service Guarantee Amount

12.1 In case of Non-Delivery of Baggage, the Customer must follow this Procedure:

(i) Completion of the PIR form at the lost & found office: The Customer must immediately go to the destination airport’s lost & found office and fill out the P.I.R. form before leaving the airport, specifying the Redelivery Location.

(ii) Claim to the air carrier: After filling out the PIR, the Customer must notify the airline of the Non-Delivery to initiate procedures for obtaining Carrier Compensation.

(iii) Notice to Sostravel: immediately after completing the P.I.R. form and no later than 24 hours after landing, the Customer must notify Sostravel of the Non-Delivery of the Baggage via phone call, WhatsApp, email to Customer Care, and/or through the sostravel web platform, providing the PIR details and any documentation requested by the Company. The 48-hour period for Baggage Redelivery shall begin from such notification date.

(iv) Payment Request within deadlines: Within 21 (twenty-one) days following the expiration of the 48-hour period from the Notice to Sostravel, the Customer must email Customer Care to submit a payment request (“Payment Request”) for Delayed Redelivery or Permanent Loss.

(v) Service Guarantee Form: Following the Payment Request sent within the 21 days, Customer Care will email a form (“Service Guarantee Form”) to be filled out and signed by the Customer.

(vi) Submission of documents: The Customer must then send an electronic copy of each of the following to Customer Care via email:
• Valid ID document of the Customer;
• Receipts or proof of purchase for the Lost Luggage Concierge Service;
• Airline ticket and Baggage Tag issued by the airline;
• P.I.R. form issued by the airport lost & found office;
• Duly completed and signed Service Guarantee Form;
• Adequate documentation of: (a) Baggage Redelivery date; (b) Airline receipt indicating the Carrier Compensation amount, along with wire transfer or other proof of payment by the airline.

12.2 Upon receipt of these documents, Customer Care will verify compliance with the General Conditions. If successful, Customer Care will email a “Receipt Form” (Modulo Quietanza), which the Customer must return completed and signed. Sostravel can proceed with payment only upon receipt of this signed form.

12.3 If 6 (six) months pass after the Customer receives the Service Guarantee Form email without sending the required documents (or due to any other delay in handling not attributable to Sostravel), the payment request will be archived without Sostravel owing any guarantee amount or money to the Customer.

12.4 For further clarification regarding the Procedure, the Customer may contact Customer Care via the phone numbers and addresses listed above.

 

13. Dr.Travel 

13.1 With the Dr.Travel —provided by Net Medicare and marketed by Sostravel as an official retailer—the Customer can access a digital platform (“Net Medicare Platform”) via the Sostravel web platform worldwide, 24/7, 365 days a year (subject to Article 13.2), and request one or more Teleconsultations on basic medical/health issues during travel via phone or remote tools.

13.2 Net Medicare and its Doctors provide basic medical Teleconsultations through the Net Medicare Platform available:

  • In Italian, 24 hours a day;
  • In English, upon express request of the Customer.

13.3 Following the Patient’s connection to the Net Medicare Platform during a Teleconsultation, the Doctor, based on professional judgment, may:

(i) provide a diagnosis and recommend treatment, including pharmaceutical treatment, and prescribe medications and/or controlled substances (jointly, “Medications”);

(ii) recommend that the Patient see their general practitioner, a specialist, and/or visit an emergency room, hospital, or healthcare facility, or perform further tests/analyses.

13.4 Prescriptions for Medications or specialist visits/tests are subject to the regulations in force in the country where the Patient is located during the Teleconsultation, as well as regulations and ethical rules governing the Doctor.

13.5 As a telemetric-only Service, Doctors cannot perform evaluations or procedures requiring physical presence (e.g., dressings, sutures, physical exams, casts, etc.).

13.6 To use the Service, the Patient must have an active Internet connection. Lacking this, the Service cannot be used. The Company does not guarantee uninterrupted or error-free operation of the Net Medicare Platform and is not liable for defects or delays attributable to the Patient or third parties. The Company will make reasonable efforts to inform the Patient in advance of technical interruptions.

13.7 The Company may, at any time, discontinue sales of the Service or modify its economic and contractual terms.

 

14. Purchase of the Dr. Travel Service

14.1 The Dr. Travel Service can be purchased on the Sostravel web platform, in Online Stores, and at Points of Sale.

14.2 The Service is valid and usable for fourteen (14) consecutive calendar days from the travel start date (“Duration”) and can be extended week-by-week.

14.3 For the purpose of exercising the right of withdrawal (Article 20), the Dr. Travel Service is deemed used from the travel start date, after which the Customer cannot exercise withdrawal rights.

 

15. Personal Data and Medical Documentation

15.1 Personal data for the Dr. Travel Service is processed by Net Medicare. The privacy policy pursuant to EU Regulation 2016/679 (GDPR) is available on Net Medicare’s website.

15.2 Medical documentation regarding Teleconsultations is downloadable by accessing the Net Medicare Platform via the Sostravel web platform.

 

16. Disclaimers and Warnings

16.1 Doctors respond, on average, between 30 (thirty) and 90 (ninety) minutes after a Patient request.

16.2 The Company does not guarantee uninterrupted or error-free service operation and is not liable for defects or delays attributable to the Patient or third parties.

16.3 The Company assumes no responsibility and offers no guarantee regarding:

(i) correctness, suitability, completeness, or appropriateness of any diagnosis, evaluation, or treatment provided by Doctors;

(ii) omissions or errors by Doctors regarding diagnosis or treatment;

(iii) resolution of illnesses, medical conditions, or health problems of the Patient.

16.4 Under no circumstances shall the Company be liable for direct or indirect damages suffered by the Patient due to acts or omissions, willful conduct, or negligence by Net Medicare or Doctors. Claims or disputes may only be raised against Net Medicare or the Doctors, who hold specific professional liability insurance coverage for this purpose.

16.5 The Company provides no guarantee and assumes no liability regarding the actions of Net Medicare or Doctors, nor their compliance with regulations in the country where the Patient receives the Teleconsultation.

 

17. N.B. Disclaimer Regarding the Dr. Travel Service

IMPORTANT MEDICAL DISCLAIMER:
17.1 MEDICAL SERVICES UNDER THE DR. TRAVEL SERVICE ARE NOT PROVIDED BY SOSTRAVEL. THE COMPANY DOES NOT PROVIDE HEALTHCARE OR MEDICAL SERVICES.

17.2 THE DR. TRAVEL SERVICE IS NOT HEALTH INSURANCE AND DOES NOT REPLACE A PRIMARY CARE PHYSICIAN OR EMERGENCY SERVICES.

17.3 THE DR. TRAVEL SERVICE CANNOT BE USED AND DOES NOT APPLY IN CASES OF GRAVE, SERIOUS, COMPLEX, URGENT, OR EMERGENCY MEDICAL CONDITIONS. IF THE CUSTOMER SUFFERS FROM A SERIOUS/URGENT CONDITION OR EMERGENCY, THEY MUST NOT USE THE SERVICE AND MUST IMMEDIATELY CALL LOCAL EMERGENCY NUMBERS OR GO TO AN EMERGENCY ROOM.

17.4 THE CUSTOMER MUST NOT PURCHASE THE DR. TRAVEL SERVICE WITHOUT FIRST READING AND CAREFULLY REVIEWING THE GENERAL CONDITIONS ON THE SOSTRAVEL WEBSITE.

 

 

18. Additional Services and Features via the Sostravel Web Platform

18.1 Through the Sostravel Web Platform, the Customer may use the following additional services free of charge:

  • Digital Logbook: Register and store flights/itineraries, creating a personal history report of flight experiences;
  • Flight Compensation Assistance (AirHelp): Submit flight delay/cancellation compensation requests via partner AirHelp under conditions published on their website (https://www.airhelp.com/it/);
  • Discounted Insurance Rates: Access discounted rates for travel insurance policies (medical/baggage) provided by third-party partners.

18.2 The Company makes no commitments or guarantees regarding: (i) truthfulness, accuracy, or timeliness of information provided via third-party partners; (ii) Customer satisfaction, and owes no compensation or indemnification regarding their use.

 

19. Travel Agency Brokerage Services (“Travel Booking Service”)

19.1 The Company acts as an intermediary for travel service sales according to general contract conditions published on the Website.

19.2 As a mere intermediary in booking third-party travel services, the Company is not liable for compensation or indemnification regarding such travel services.

SECTION III – FINAL PROVISIONS

20. Customer Right of Withdrawal

20.1 For purchases made on the Sostravel web platform or Online Stores, pursuant to distance selling regulations (Arts. 52 et seq. of Legislative Decree 206/2005 – Consumer Code), the Customer may exercise the right of withdrawal within 14 (fourteen) days from the purchase date (“Withdrawal Period”). The Customer must send written notification via registered mail with advice of receipt to:

SOSTRAVEL.COM S.p.A.
Customer Care Office, Viale Europa 98, 00144 – Rome (RM), Italy
PEC: sostravel@pec.net

expressly stating the intention to withdraw from the purchased paid Service.

20.2 Sostravel will refund payments made within 14 (fourteen) days of receiving the withdrawal request using the original payment method unless otherwise specified. If the Customer uses the Services during the Withdrawal Period, they forfeit the right to a refund.

21. Contractual and Service Modifications

21.1 Sostravel reserves the right to modify these General Conditions and add new terms at any time. Such modifications will be communicated to the Customer and, if accepted, take effect immediately. If the Customer refuses modifications, Sostravel may terminate the contract without penalties.

21.2 Sostravel reserves the right to modify the Services or general contents of the web platform and Online Stores at any time.

22. Suspension of Services

22.1 The Company strives to ensure continuous service availability. However, Sostravel reserves the right to suspend, modify, or discontinue Services (or parts thereof) at any time without notice, without liability to the Customer. Where feasible, Sostravel will notify Customers in advance. Discontinuation will not affect previously acquired Services.

23. Warranty Disclaimer and Limitation of Liability

23.1 The Company provides Services with reasonable care and diligence. Sostravel does not guarantee uninterrupted, secure, or error-free service availability, nor that results will meet Customer needs. Sostravel offers no guarantees regarding expected or obtained results from using its platforms.

23.2 The Customer uses Sostravel platforms at their own risk and assumes full responsibility for potential data loss, device damage, viruses, hacker attacks, or security breaches resulting from downloads.

23.3 The Customer expressly holds the Company harmless from unlawful, negligent, or improper use of platforms, including unauthorized use by third parties or minors using the Customer’s device or Account.

23.4 Sostravel platforms contain links to external sites with differing privacy policies and terms. Sostravel is not responsible for external content or policies.

24. Licensing

24.1 The Sostravel web platform, software, and updates are the exclusive property of Sostravel. Upon accepting these General Conditions, Sostravel grants the Customer a non-exclusive, non-transferable, non-sublicensable license to use Sostravel platforms for personal use.

24.2 The Customer is strictly prohibited from copying, transferring rights, modifying, decompiling, decrypting, or reverse engineering any Sostravel web platform software or contents.

25. Intellectual Property

25.1 The Customer acknowledges that Services, graphics, user interfaces, and software contain proprietary information protected by intellectual property laws. The Customer agrees not to use proprietary materials except for personal, non-commercial service use in accordance with these General Conditions. Reproduction or distribution in any form is prohibited.

25.2 The Sostravel name and partner logos are trademarks or registered trademarks. No rights or licenses are granted to the Customer regarding these trademarks.

26. Termination and Restrictions for Customer Breach

26.1 Sostravel reserves the right, at its sole discretion, without prior notice or liability, to immediately block the Customer’s Account or limit access to Services if the Customer commits a material breach of these General Conditions.

27. Applicable Law and Jurisdiction

27.1 These General Conditions are governed by Italian Law.

27.2 For any dispute arising from or related to these General Conditions, the competent court shall be the court of residence of the Customer.

Valid from: November 10