Untold Italy Trip Planning Services: Terms and Conditions

Benvenuti! We’re excited to help you plan your dream trip to beautiful Italy. Please note the following Terms and Conditions that will apply to your trip. We’ve kept them as easy to read and straight forward as possible, as we know you’d rather be getting ready to travel than reading pages of fine print.

It is your responsibility to read and understand our Terms and Conditions. We are happy to clarify or answer any questions you may have. Feel free to contact trips@untolditaly.com and we’ll be happy to assist with any additional information.

This agreement supersedes all previous oral or written communications, representations, or agreements between the parties and applies to all consultations organized by Untold Italy and sold on this website. 

Last updated: December 6th, 2023

Our Contract

Untold Italy offers trip planning services (Services). All Services are delivered by “Untold Italy” trading as Untold Travel (ABN 93811409853) (us/we). By booking a trip consultation with us, you are deemed to have agreed to these booking terms and conditions (Terms) which constitutes the entire agreement between you and us) and your booking will be accepted by us on this basis.

Untold Travel reserves the right to review and change any of the Terms by updating this page at its sole discretion. When Untold Travel updates the Terms, it will use reasonable endeavours to provide you with notice of updates to the Terms. Any changes to the Terms take immediate effect from the date of their publication. Before you continue, we recommend you keep a copy of the Terms for your records.

Scope of work

Untold Italy is a travel planning service that offers advice and expertise in recommending, designing and planning custom travel experiences in Italy including accommodation, transportation options, arrival information, tours and activities, restaurants and more. We are not travel agents and do not make bookings on behalf of clients.. You can see a list of our service offerings on this web page

Engaging our services

To engage Untold Italy to assist with planning your trip to Italy, please review the options on this web page and select your preferred trip planning service option. You will be directed to a calendar where you can choose your preferred one hours consultation slot with one of our expert travel planners. To confirm your meeting time, please make payment with your credit card and complete the short survey on checkout. 


  1. Payments are to be made upfront prior to service delivery.
  2. All payments made in the course of your use of the Services are made using Stripe. When making any payment in relation to your use of the Services, you warrant that you have read, understood and agree to be bound by the Stripe terms and conditions which are available on their website.

  3. You acknowledge and agree that where a request for the payment of the Services Fee is returned or denied, for whatever reason, by your financial institution or is unpaid by you for any other reason, then you are liable for any costs, including banking fees and charges, associated with the Services Fee.

  4. You agree and acknowledge that Untold Travel can vary the Services Fee at any time.

  5. All prices quoted are correct at time of publication.

    Service Deliverables, Scope and timing

    The deliverables for our trip planning services are outlined below:

    Italy with Ease Trip Planning Consultation:

    • 1 hour trip planning consultation with an Untold Italy trip planning expert
    • Document with personalized recommendations based on our discussion including links and specific documents as required
    • Additional reading material relevant to YOUR trip
    • Email follow up

    Scope of work and timing

    • Covers up to a 14 day trip and 4-5 destinations for up to 6 people following one travel plan
    • 3 recommendation options per category will be provided with reasons why we think they will work for you
    • We will provide recommendations within 3-5 business days

    Not included

    • A detailed trip itinerary
    • Booking of accommodation, activities, restaurants etc

    Complete Itinerary travel planning services:

    • 1 hour trip planning brief and consultation with your dedicated Untold Italy travel planning expert
    • Up to 2 follow up calls plus email support to refine your itinerary
    • A complete day by day itinerary with timings, specific transport, accommodation and activities 
    • Itinerary available in app or PDF format
    • Trip support in Italy – access on the ground assistance while on your travels with our dedicated bilingual support team

    Scope of work and timing

    • Covers a 14 day trip of 4-5 destinations for up to 6 people following one itinerary
    • We will provide first pass itinerary for comments within 7 working days

    Not included

    • Booking of accommodation, activities, restaurants etc We are not travel agents and it’s much more efficient if you book your own travel arrangements based on our specific recommendations and make changes as required. 

    Claims and Complaints

    We are committed to sharing and building extraordinary experiences for you. However, if any issues arise with your trip planning consultations please notify us as soon as possible so we can find a satisfactory solution that works for everyone.

    You agree to send all your complaints in writing by email to trips@untolditaly.com along with any supporting documentation.

    Refund Policy

    Our trip planning services are non-refundable. Should you be unhappy with the level of support you have been offered, please reach out to trips@untolditaly.com and we will be happy to work with you to resolve the issue.

    Copyright and Intellectual Property

    1. The Services of Untold Travel are subject to copyright and intellectual property rights. Any material on the Website is protected by copyright and intellectual property rights under the laws of Australia and through international treaties. Unless otherwise indicated, all rights (including copyright and intellectual property rights) in the Services and compilation of the Website (including but not limited to text, graphics, logos, button icons, video images, audio clips, Website code, scripts, design elements and interactive features) or the Services are owned or controlled for these purposes, and are reserved by Untold Travel or its contributors.

    2. Untold Travel retains all rights, title and interest in all related Services. Nothing you do on or in relation to the Website will transfer any:

      1. business name, trading name, domain name, trade mark, industrial design, patent, registered design or copyright, or

      2. a right to use or exploit a business name, trading name, domain name, trade mark or industrial design, or

      3. a thing, system or process that is the subject of a patent, registered design or copyright (or an adaptation or modification of such a thing, system or process).

    3. You may not, without the prior written permission of Untold Travel and the permission of any other relevant rights owners: broadcast, republish, up-load to a third party, transmit, post, distribute, show or play in public, adapt or change in any way the Services or third party Services for any purpose, unless otherwise provided by these Terms.

    4. You grant us an irrevocable, perpetual, non-exclusive, worldwide, royalty-free, sub-licensable licence to use, reproduce, adapt, modify, communicate and publish all content that you submit to Untold Italy (including itineraries and trips). You warrant to us that you have the necessary rights to grant this licence.


    1. Nothing in the Terms limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law (or any liability under them) which by law may not be limited or excluded.

    2. Subject to this clause, and to the extent permitted by law:

      1. all terms, guarantees, warranties, representations or conditions which are not expressly stated in the Terms are excluded; and

      2. Untold Travel will not be liable for any special, indirect or consequential loss or damage (unless such loss or damage is reasonably foreseeable resulting from our failure to meet an applicable Consumer Guarantee), loss of profit or opportunity, or damage to goodwill arising out of or in connection with the Services or these Terms (including as a result of not being able to use the Services or the late supply of the Services), whether at common law, under contract, tort (including negligence), in equity, pursuant to statute or otherwise.

    3. Use of our websites and the Services is at your own risk. Everything on our websites and the Services is provided to you “as is” and “as available” without warranty or condition of any kind. None of the affiliates, directors, officers, employees, agents, contributors and licensors of Untold Travel make any express or implied representation or warranty about the Services or any products or Services (including the products or Services of Untold Travel) referred to on the Website. This includes (but is not restricted to) loss or damage you might suffer as a result of any of the following:

      1. failure of performance, error, omission, interruption, deletion, defect, failure to correct defects, delay in operation or transmission, computer virus or other harmful component, loss of data, communication line failure, unlawful third party conduct, or theft, destruction, alteration or unauthorised access to records;

      2. the accuracy, suitability or currency of any information on the Website, the Services, or any of its Services related products (including third party material and advertisements on the Website);

      3. costs incurred as a result of you using the Website, the Services or any of the products of Untold Travel; and

      4. the Services or operation in respect to links which are provided for your convenience.

    Limitation of liability

    1. Untold Travel‘s total liability arising out of or in connection with the Services or these Terms, however arising, including under contract, tort (including negligence), in equity, under statute or otherwise, will not exceed the resupply of the Services to you.

    2. You expressly understand and agree that Untold Travel, its affiliates, employees, agents, contributors and licensors shall not be liable to you for any direct, indirect, incidental, special consequential or exemplary damages which may be incurred by you, however caused and under any theory of liability. This shall include, but is not limited to, any loss of profit (whether incurred directly or indirectly), any loss of goodwill or business reputation and any other intangible loss.


    If you are in the business of providing similar Services for the purpose of providing them to users for a commercial gain, whether business users or domestic users, then you are a competitor of Untold Travel. Competitors are not permitted to use or access any information or content on our website or Services. If you breach this provision, Untold Travel will hold you fully responsible for any loss that we may sustain and hold you accountable for all profits that you might make from such a breach.


    You agree to indemnify Untold Travel, its affiliates, employees, agents, contributors, third party content providers and licensors from and against:

      1. all actions, suits, claims, demands, liabilities, costs, expenses, loss and damage (including legal fees on a full indemnity basis) incurred, suffered or arising out of or in connection with your content;

      2. any direct or indirect consequences of you accessing, using or transacting on the Website or attempts to do so; and/or any breach of the Terms.

    Dispute Resolution

    1. Compulsory:

      If a dispute arises out of or relates to the Terms, either party may not commence any Tribunal or Court proceedings in relation to the dispute, unless the following clauses have been complied with (except where urgent interlocutory relief is sought).

    2. Notice:

      A party to the Terms claiming a dispute (Dispute) has arisen under the Terms, must give written notice to the other party detailing the nature of the dispute, the desired outcome and the action required to settle the Dispute.

    3. Resolution:

      On receipt of that notice (Notice) by that other party, the parties to the Terms (Parties) must:

      1. Within 28 days of the Notice endeavour in good faith to resolve the Dispute expeditiously by negotiation or such other means upon which they may mutually agree;

      2. If for any reason whatsoever, 28 days after the date of the Notice, the Dispute has not been resolved, the Parties must either agree upon selection of a mediator or request that an appropriate mediator be appointed by the Australian Mediation Association;

      3. The Parties are equally liable for the fees and reasonable expenses of a mediator and the cost of the venue of the mediation and without limiting the foregoing undertake to pay any amounts requested by the mediator as a precondition to the mediation commencing. The Parties must each pay their own costs associated with the mediation;

      4. The mediation will be held in Melbourne, Australia.

    4. Confidential

      All communications concerning negotiations made by the Parties arising out of and in connection with this dispute resolution clause are confidential and to the extent possible, must be treated as “without prejudice” negotiations for the purpose of applicable laws of evidence.

    5. Termination of Mediation:

      If 2 months have elapsed after the start of a mediation of the Dispute and the Dispute has not been resolved, either Party may ask the mediator to terminate the mediation and the mediator must do so.

    Venue and Jurisdiction

    The Services offered by Untold Travel is intended to be viewed by residents of Australia. In the event of any dispute arising out of or in relation to the Website, you agree that the exclusive venue for resolving any dispute shall be in the courts of Victoria, Australia.

    Governing Law

    The Terms are governed by the laws of Victoria, Australia. Any dispute, controversy, proceeding or claim of whatever nature arising out of or in any way relating to the Terms and the rights created hereby shall be governed, interpreted and construed by, under and pursuant to the laws of Victoria, Australia, without reference to conflict of law principles, notwithstanding mandatory rules. The validity of this governing law clause is not contested. The Terms shall be binding to the benefit of the parties hereto and their successors and assigns


    If any part of these Terms is found to be void or unenforceable by a Court of competent jurisdiction, that part shall be severed and the rest of the Terms shall remain in force.

    Privacy Policy

    Untold Travel takes your privacy seriously and any information provided through your use of the Website and/or Services are subject to Untold Travel‘s Privacy Policy, which is available on the Website. >> Click to view privacy policy