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The official tourism website
of the City of Venice
City of Venice

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Terms and conditions of use of the website

Terms and conditions of the site

Please read carefully the terms and conditions given below.

Concerning the veneziaunica.it site, you confirm and agree that you have read, understood and agreed to the following terms and conditions.

Definitions
Scope of Service
Commercial Transactions on the site
Sale of services
Acceptance of the GENERAL CONDITIONS OF SALE
Complaints
Checks and sanctions
Cancellations and refunds
Jurisdiction

 

1.Definitions 
Vela S.p.A. is a company of the AVM Group for the marketing of transport services and the main events in Venice; point of reference within the territory for the provision of ticketing, marketing, information for sport, entertainment and culture, therein its directors, administrators, employees, consultants and suppliers, with registered office at Isola Nova Tronchetto, 21 - 30135 Venezia -Italy .

Venezia Unica is the commercial brand of Vela S.p.A. with which the distribution channels of Vela S.p.A. are identified, such as the network of ticket offices in the area, the call centre +39 041 24 24 and the website www.veneziaunica.it.

"Venezia Unica City Pass" is the official pass for accessing the principal tourist services of the city, and is a product marketed by Vela S.p.A. 
Local public transport services and visits to the major museums and churches and other establishments of note within the city are included with the pass, depending upon the version purchased.

Customer: any third party who makes at least one purchase through the veneziaunica.it site.

Venezia Unica Voucher is the document which guarantees access to Venezia Unica services. Depending on the service it may consist of a voucher in electronic format to be printed by the customer in order to access facilities, or an electronic contact-less ticket provided by ACTV ticket machines, ticket offices and Hellovenezia retailers.

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2.Scope of Service
The customer visiting veneziaunica.it may purchase Venezia Unica services.

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3.Commercial Transactions on the site
If the customer wishes to purchase a product referred to in point 2 through the veneziaunica.it site, it is understood that the transaction is concluded between the customer and Vela S.p.A.

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4.Sale of services
a) Sale.
One may purchase the services listed in the "General Catalogue". In the "Our Best Deals" category some combinations of services are offered at discounted rates (as a bundle) divided into two categories: ADULT and JUNIOR.
Once the purchase is complete, the customer receives confirmation of the services purchased online in the form of vouchers.

These may be purchased:

  • through the website veneziaunica.it
  • at a Venezia Unica point of sale or affiliated store
  • through the Hellovenezia call centre +39 041 2424

b) Duration. 
The validity date indicates the day from which each single service purchased is usable. The services are available within 24 months following the date of purchase, with the following constraints:
Travel documents: the time duration of travel documents commences from the time of their actual first use (not the time of purchase).
Services with exact issue date: these services are available only on the pre-selected day at the time of purchase; for these services, the "Effective Date" shows the exact day of use.
"Bundled" services: the services included in said “bundles” may be used for 7 days following their first use.

c) Tariffs.
Tariffs are expressed in Euro. Prices of “package” services and optional and affiliated services are subject to change.

d) Discounts and concessions.
The holder of these vouchers may obtain discounts and concessions for entry to monuments and / or temporary exhibitions. These discounts are listed on "Venezia Unica Extra Benefits". Vela S.p.A. is not liable for any discounts denied to the voucher holder, but will investigate any complaint reported. Vela S.p.A. is not responsible for disruptions to customers caused by the companies that provide the individual services sold in www.veneziaunica.it.

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5.Acceptance of the GENERAL CONDITIONS OF SALE
The purchase of products sold through the veneziaunica.itsite is subject to acceptance of the general conditions of sale. These general conditions of sale must be expressly accepted by the customers of the veneziaunica.itsite before confirming purchase; sending confirmation of purchase implies the knowledge of said conditions and their acceptance.
We inform you that through this sales channel it is possible to request invoices for services purchased by filling out the request form in the "Contacts" section.

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6.Complaints
Complaints may be made only by using the appropriate form on the portal veneziaunica.it. The relevant personnel will respond within 30 days. Vela has no direct responsibility for any incorrectly-entered customer data.

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7.Checks and sanctions
Before or during the use of services purchased through veneziaunica.it, in compliance with the normal checks carried out by the staff employed, the customer may be required to produce documentary proof of the identity of the holder of the voucher.
If, during the use of these services, any irregularities are detected by said staff, the bearer may be required to pay an administrative penalty if provided for by the individual services involved.

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8.Cancellations and refunds
Payment for the services offered through the portal is not subject to any refund (full or partial). By using the CANCEL VOUCHER button it is possible to cancel the entire payment (with the relative amount refunded to the credit card used to make the purchase) within 60 minutes of purchase, provided that none of the products purchased have already been used.

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9.Jurisdiction
For any dispute arising from the sale and use of services sold through the veneziaunica.it site not explicitly included within this document, the appropriate tribunal is the Foro di Venezia (Court of Venice). For all matters not expressly governed by these general conditions please refer to the Codice Civile (Italian Civil Code) and Italian law.

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