Legal information
Complaints and reports
If something did not go as expected during your private tour in Venice, Italy or on this website, here is how to let us know and how we handle our reply.
In short
How do I make a complaint to VeniceAround?
To make a complaint to VeniceAround, write to daniela@venicearound.it stating the date of the tour, what happened and what you are asking for. Daniela Zarpellon will acknowledge receipt and send you a written, reasoned reply, normally within 30 days. If you are not satisfied, as a consumer you can turn to an ADR body or to the courts.
This translation is provided for convenience; in case of discrepancy the Italian version prevails.
Channels
Where to send a complaint or report
You can report a problem or make a complaint about the guiding service, the website or the handling of your data through these channels:
- Email: daniela@venicearound.it (recommended, as it leaves a written record);
- PEC (certified email): [TO BE COMPLETED: PEC address, if any];
- Mail: VeniceAround by Daniela Zarpellon, [TO BE COMPLETED: full address of the registered office], Vicenza;
- Phone or WhatsApp: +39 338 4103735, for quick reports, including during the tour. For a formal complaint, we will then ask you to confirm it in writing.
VeniceAround is a one-person business: complaints are read and handled by Daniela Zarpellon herself.
Content
What to include in your complaint
To help us understand and reply promptly, please include:
- your name and the contact details at which you would like to receive our reply;
- the date and type of tour, or the page of the website concerned;
- the reference of the quote or confirmation, if you have it;
- a description of what happened;
- what you are asking for (for example an explanation, a correction, or a partial or full refund);
- any useful documents, such as receipts or messages.
Please do not send unnecessary data, such as copies of identity documents or health information. Complaint data is handled as described in the privacy policy.
Timeframes
How and when we reply
Acknowledgment
We confirm that we have received your complaint, normally within 7 days.
Review
We establish the facts, including with any suppliers involved if the problem concerns a third-party service, and ask you for any clarification needed.
Reasoned reply
We send you a written, reasoned reply with the proposed solution within 30 days of receipt. If more time is needed, we will explain why and give you a new date.
Third-party services
Complaints about tickets, boats, transport and the sites visited
If the problem concerns a service provided by a third party, such as an admission ticket, a private boat or water taxi, a waterbus or train, a car with driver or the management of a museum or church, the complaint should first be addressed to that supplier. Daniela can help you identify the right contact and establish the facts, but she cannot decide on the supplier's behalf. The rules for these services are set out in the terms of the guiding service.
If we do not agree
Alternative dispute resolution and the courts
If you are not satisfied with our reply and you are a consumer, you can turn to an alternative dispute resolution (ADR) body entered in the lists provided for by Article 141-decies of the Codice del consumo (Legislative Decree 206/2005, the Italian Consumer Code), for example a conciliation or mediation body, including those at the Chambers of Commerce. [TO BE COMPLETED: name the ADR body to which VeniceAround belongs or is willing to refer disputes, if any.]
If you live in another European Union country, you can ask for free assistance from the European Consumer Centre in your country, which is part of the ECC-Net network.
You may always bring proceedings before the courts. If you are a consumer, the court of your place of residence or domicile has jurisdiction. For complaints about the processing of personal data, you can also contact the Garante per la protezione dei dati personali (the Italian Data Protection Authority), as explained in the privacy policy.
Improving
Reports and suggestions
A report that is not a complaint is useful to us too: a mistake on the website, out-of-date information about a site, an accessibility difficulty. Write to us at the address above. For accessibility problems with the website, you will find specific guidance on the website and tour accessibility page.
Transparency
Other legal and practical information
For questions about this page, write to daniela@venicearound.it or visit the contact page. Practical information about private tours, quotes and tickets is on the how tailor-made tours and quotes work page.
