Terms & Conditions
Effective Date: 25 July 2026
Version 2.0 — replaces the version of 14 May 2026.
These Terms govern all bookings and services provided by Lake Como Explorer S.r.l. (“LCE”). By booking, the Client accepts these Terms on behalf of all participants included in the booking. These Terms apply to bookings made directly through lakecomoexplorer.com and, where applicable, to services booked through authorised agents, OTAs, resellers, and partners.
1. Service & Legal Framework
LCE provides daily tourist experiences on Lake Como, including lake transport on the vessel used for the selected experience, on-board assistance, and, where included in the selected itinerary, entrance tickets to villa gardens or other attractions.
The service is a daily excursion lasting less than 24 hours and does not include overnight accommodation. It is governed by the Italian Consumer Code, Legislative Decree no. 206/2005, the Recreational Navigation Code, Legislative Decree no. 171/2005, the Italian Civil Code, the Italian Navigation Code, and the applicable navigation and safety regulations for Lake Como.
LCE is registered as a tour operator. LCE organises and sells the experiences in its own name and, for the lake transport element, engages licensed third-party vessel operators and transfer providers. Navigation and road transfers are performed by those operators under their own registration, certificates, insurance coverage, authorisations, and operational documents. LCE remains the Client’s contractual counterparty and is responsible for the proper performance of the experience within the limits provided by applicable law.
Before booking, the Client is provided with or has access to the essential pre-contractual information relating to the service, including operator identity, service description, price, included and excluded items, cancellation rules, weather and safety rules, absence of the 14-day withdrawal right where applicable, insurance information, privacy notice, and complaint channels.
2. Bookings through OTAs, Agents and Partners
Where a booking is made through an authorised OTA, agent, reseller, or partner platform, the Client is also subject to the booking, payment, cancellation, refund, and customer service procedures of that platform.
In case of conflict between these Terms and the conditions displayed by the platform at the time of booking, the platform conditions prevail only for booking, payment, cancellation, and refund processing. LCE’s safety, conduct, weather, operational, navigation, privacy, and onboard rules apply to the performance of the service.
3. Booking & Payment
A booking is confirmed only when payment is received and written booking confirmation is issued by LCE or by the booking platform used by the Client.
Unless stated otherwise on the product page or booking platform, 100% of the price is due at the time of booking. Prices are stated in EUR and include VAT where applicable.
The Client is responsible for any bank charges, card fees, currency conversion fees, or payment processing costs applied by the Client’s bank, card provider, or booking platform.
In case of an obvious pricing or technical error, LCE may correct the price before confirming the booking. If the Client does not accept the corrected price, LCE will cancel the booking and refund any amount received by LCE.
4. Cancellations & Refunds
Each product may have its own cancellation policy displayed on the product page or booking platform. That product-specific cancellation policy prevails over the default rules below.
Default rules for direct bookings with LCE:
• Cancellation more than 7 days before departure: full refund;
• Cancellation from 168 hours to 48 hours before departure: 50% retained;
• Cancellation less than 48 hours before departure, or no-show: 100% retained.
Cancellations must be made in writing to info@lakecomoexplorer.com or through the booking platform used by the Client. The effective time of cancellation is the time when LCE or the relevant booking platform receives the cancellation request.
For bookings made through authorised OTAs, agents, or third-party platforms, the cancellation and refund rules displayed on that platform at the time of booking apply to payment processing and refunds.
Non-refundable third-party costs, including but not limited to villa tickets, ferry tickets, restaurant deposits, transfer services, or other pre-paid third-party services, may be deducted where permitted by the applicable booking conditions and law.
Once the tour has started, unused services are not refunded, unless mandatory law provides otherwise or LCE decides otherwise on a discretionary basis.
The Client’s right to a full refund is preserved in case of documented unavoidable extraordinary circumstances or documented personal supervening impossibility, such as serious illness of the Client or a close relative, where applicable by law and supported by adequate documentation.
5. No 14-Day Right of Withdrawal
Pursuant to Art. 59(1)(n) of Italian Legislative Decree no. 206/2005, this contract covers a leisure service with a specific date or period of performance and is therefore excluded from the 14-day right of withdrawal provided for distance and off-premises contracts.
The cancellation rules in Section 4 apply instead of the 14-day withdrawal right.
6. Rescheduling & Minimum Numbers
Rescheduling requests must be submitted in writing as early as possible and are subject to availability. Any new third-party costs arising from rescheduling are borne by the Client.
Once a booking has been rescheduled at the Client’s request, the booking may become non-refundable, unless otherwise required by applicable law or stated in the product-specific cancellation policy.
Some shared experiences require a minimum number of participants. If the minimum number is not reached, LCE may cancel the tour and offer the Client: (i) a full refund of the amount paid to LCE; (ii) an alternative date; or (iii) conversion to a private tour at an adjusted rate, subject to the Client’s acceptance.
No additional compensation is payable for cancellation due to failure to reach the minimum number of participants.
7. Changes & Cancellations by LCE
LCE may adjust the itinerary before or during the tour due to weather, safety, navigation restrictions, venue closures, transport disruptions, technical issues, docking limitations, traffic on the lake, or operational needs.
Minor changes that do not substantially affect the overall service do not entitle the Client to a refund.
If LCE cancels the tour before departure for reasons attributable to LCE, the Client will receive a full refund of the amount paid to LCE or, if accepted by the Client, an equivalent alternative service.
If the tour is interrupted after departure for safety, weather, force majeure, or reasons outside LCE’s reasonable control, LCE will assess in good faith whether a partial refund, credit, or alternative arrangement is appropriate, taking into account the portion of the service already provided and any recoverable unused costs.
8. Weather & Safety
LCE operates in normal weather and lake conditions. Client safety is always the priority.
The captain has the right and duty to delay departure, modify the route, shorten the itinerary, interrupt the service, or cancel navigation when conditions are considered unsafe or unsuitable, including but not limited to thunderstorms, lightning, strong wind, waves, fog, poor visibility, floating debris, official warnings, navigation restrictions, or unsafe docking conditions.
The captain’s safety decision is final and does not constitute breach of contract.
If navigation cannot safely take place before departure due to weather, official warnings, or safety reasons, LCE may offer: (i) rescheduling within the current season; (ii) a voucher of equal value valid for 12 months; or (iii) a full refund of the amount paid to LCE, unless the booking platform’s mandatory refund process applies.
Weather forecasts may change quickly on Lake Como. LCE may wait until close to departure time before making a final operational decision.
9. Vessel Use & Onboard Safety
The vessel used for each experience is operated by LCE or by a licensed third-party operator engaged by LCE. The captain is the master appointed by that operator and holds full authority over navigation and safety on board.
Lake navigation involves normal inherent risks, including vessel movement, wet surfaces, boarding steps, sudden manoeuvres, docking movements, waves, wind, and changes in lake conditions. The Client and all participants must behave prudently and follow all instructions given by the captain and crew.
Onboard rules — the Client and all participants must:
• follow captain and crew instructions immediately;
• remain seated while the boat is in motion unless authorised;
• wear a life jacket when requested or required by the captain, crew, law, or conditions;
• ensure that minors and non-swimmers wear life jackets when required;
• keep body parts and personal objects inside the boat during navigation and docking;
• not stand, lean over the edge, climb on railings, or move during manoeuvres unless authorised;
• not jump into or out of the water unless an authorised swimming stop is supervised;
• not enter restricted areas, including helm, engine compartment, technical areas, or private sections;
• not bring dangerous, illegal, fragile, or unsuitable items on board;
• not smoke on board unless expressly authorised in a safe area;
• not board under the influence of drugs or excessive alcohol;
• behave respectfully towards staff, other participants, third parties, and local residents.
LCE may refuse boarding, interrupt the service, or remove a Client or participant without refund in case of unsafe, aggressive, illegal, intoxicated, negligent, or disruptive behaviour.
The Client is responsible for damage caused to the vessel, fittings, equipment, staff, third parties, or other participants by the Client’s or participants’ negligent, wilful, unsafe, or unlawful conduct.
The captain must comply with Italian navigation laws and Lake Como regulations, including speed limits, no-wake zones, capacity limits, docking rules, safety distances, and orders of competent authorities. Required deviations, delays, or unavailability of specific docks or piers are not grounds for refunds unless mandatory law provides otherwise.
LCE crew are not medical professionals. In case of illness or injury, the crew will act reasonably to assist and, where necessary, contact emergency services. Resulting medical, rescue, or related costs remain the Client’s responsibility unless caused by LCE’s legal liability.
Motion sickness or seasickness is a known risk of boat travel and is not, by itself, a basis for refund.
10. Health, Fitness & Insurance
By booking, the Client confirms that all participants are physically and mentally able to participate in the selected experience.
Tours may involve boarding and disembarking boats, walking on uneven surfaces, stairs, exposure to sun, heat, wind, rain, and other outdoor conditions.
The Client must inform LCE in advance of any medical condition, reduced mobility, pregnancy, allergy, disability, or other circumstance that may affect safe participation or require specific assistance.
LCE may refuse participation if, in LCE’s reasonable assessment, the service cannot be performed safely for a participant due to health, mobility, safety, weather, vessel, docking, or operational conditions.
Personal travel insurance is the Client’s responsibility and is not included in the price. LCE recommends that Clients obtain insurance covering medical assistance, trip cancellation, personal liability, luggage, and personal belongings.
LCE’s insurance coverage, for transparency:
• Tour Operator Professional Liability — Allianz S.p.A., limit €2,100,000.
The vessel operators and transfer providers engaged by LCE hold their own third-party liability insurance for the vessels and vehicles they operate, as required by Italian law. Policy details are available on request.
These policies apply within their contractual terms and legal limits. They do not replace the Client’s personal travel, medical, cancellation, or luggage insurance.
11. Third Parties, Conduct & Personal Property
Parts of LCE tours may involve independent third parties, including vessel operators, villas, museums, gardens, restaurants, ferry operators, drivers, guides, venues, or other suppliers. These third parties are selected with care but are not employees of LCE unless expressly stated.
LCE is not responsible for third-party acts, omissions, delays, closures, overbooking, strikes, changes, restrictions, or service disruptions, except where LCE is legally responsible under applicable law.
The Client and participants must comply with the rules of villas, museums, gardens, ports, piers, public authorities, and other third-party venues or operators.
The Client must respect meeting times. Late arrival may be treated as a no-show with no refund, unless otherwise required by applicable law or the applicable booking platform rules.
The Client is responsible for personal belongings at all times. LCE is not liable for loss, theft, or damage to personal items, luggage, money, documents, phones, cameras, jewellery, or valuables brought on board or during the tour, except in case of wilful misconduct or gross negligence by LCE personnel.
12. Liability
LCE is liable for the proper performance of the service within the limits provided by applicable law, including where parts of the service are performed by operators or suppliers engaged by LCE.
LCE is not liable for damage, loss, injury, delay, or disruption caused by: (i) the Client’s or participants’ own conduct; (ii) failure to follow the captain’s or crew’s instructions; (iii) unsafe, illegal, aggressive, intoxicated, or negligent behaviour; (iv) force majeure or events outside LCE’s reasonable control; (v) acts or omissions of third parties where LCE is not legally responsible.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is not permitted by applicable law, including liability for wilful misconduct, gross negligence, personal injury, or mandatory consumer rights.
LCE is not liable for indirect or consequential losses, including loss of enjoyment, lost income, additional accommodation, missed connections, missed flights, missed trains, emotional distress, or similar losses, except where mandatory law provides otherwise.
The Client is responsible for damage caused to the vessel, equipment, fittings, staff, third parties, or other participants by the Client’s or participants’ negligent, wilful, unsafe, or unlawful conduct.
The Client agrees to indemnify LCE against third-party claims, penalties, damages, or expenses arising from the Client’s breach of these Terms, violation of law, unsafe behaviour, or damage caused during the tour, within the limits permitted by applicable law.
The Client’s rights to compensation are time-barred within the terms provided by applicable Italian law.
13. Children & Minors
Bookings may only be made by adults aged 18 or over with legal capacity.
Minors may participate only if accompanied and supervised at all times by a parent, legal guardian, or authorised responsible adult.
The accompanying adult is responsible for the minor’s safety, behaviour, compliance with these Terms, and compliance with the captain’s and crew’s instructions.
LCE may require minors to wear life jackets throughout navigation or at any other time considered necessary for safety.
14. Force Majeure
LCE is not liable for delay, modification, interruption, or failure to perform due to force majeure or events outside LCE’s reasonable control, including but not limited to severe weather, natural disasters, floods, landslides, war, terrorism, civil unrest, strikes, pandemics, epidemics, government orders, travel bans, authority orders, navigation bans, port or pier closures, unexpected venue closures, technical failures outside LCE’s control, transport disruptions, or other extraordinary events.
In such cases, LCE may offer an alternative date, modified itinerary, voucher, credit, or partial refund of recoverable unused costs, depending on the circumstances and applicable law.
No additional compensation is payable for force majeure events, unless mandatory law provides otherwise.
15. Photography, CCTV & Media
Security cameras. Vessels used for the experiences may be equipped with fixed security cameras recording video without audio for safety, security, accident prevention, incident review, insurance, and legal defence purposes. Where such cameras are installed and operated by the vessel operator, that operator acts as data controller for the footage. LCE receives footage only where necessary for incident management, insurance, or legal defence, on the basis of legitimate interest under Art. 6(1)(f) GDPR. CCTV footage is not used for marketing.
Information notices are displayed where required. Footage is retained only for the period necessary for the stated purposes, unless longer retention is required for insurance, legal defence, authority requests, incident management, or legal obligations.
Promotional photos and videos. LCE may take general photos or videos during tours. Identifiable images of Clients will be used for promotional or marketing purposes only with the Client’s separate consent or where otherwise permitted by law.
The Client may object to being photographed or filmed for promotional purposes at any time before or during the tour.
Client photography. Clients may take personal photos and videos, provided they respect other participants’ privacy, venue rules, safety instructions, and applicable law.
Drones. Drones are not permitted unless authorised in writing by LCE and operated in full compliance with applicable aviation, navigation, safety, and privacy rules.
16. Personal Data Protection (GDPR)
LCE processes personal data in accordance with Regulation (EU) 2016/679 (GDPR), Italian Legislative Decree no. 196/2003, and applicable data protection rules.
• Data Controller: Lake Como Explorer S.r.l., Via Alessandro Volta 81, 22100 Como (CO), Italy. Email: info@lakecomoexplorer.com.
• Legal bases: contract performance under Art. 6(1)(b) GDPR; legal obligations under Art. 6(1)(c) GDPR; navigation safety, security, fraud prevention, incident management, insurance, and legal defence under Art. 6(1)(f) GDPR.
• Health-related data: allergies, reduced mobility, medical needs, or similar information are processed only where necessary for safe service execution and, where required, on the basis of the Client’s explicit consent under Art. 9(2)(a) GDPR.
• Retention: contractual and tax documents may be retained for 10 years under Italian law; CCTV footage is retained for a shorter period unless longer retention is necessary for incident management, insurance, legal defence, authority requests, or legal obligations.
• Recipients: insurers, competent authorities, professional advisors, payment providers, OTA platforms, booking platforms, operational suppliers, and technical service providers where necessary.
• Rights: the Client may exercise the rights of access, rectification, erasure, restriction, objection, portability, and complaint to the Italian Data Protection Authority.
Full Privacy Notice: lakecomoexplorer.com/privacy-policy.
17. Complaints & Dispute Resolution
The Client should notify LCE of any complaint as soon as possible, preferably during the tour or within 7 days after the tour end date, so that LCE can investigate and, where possible, remedy the issue promptly. This does not affect any mandatory rights provided by applicable law.
Formal complaints may be sent to info@lakecomoexplorer.com or PEC lakecomoexplorer@legalmail.it, including the booking reference, tour date, participant name, description of the issue, and any supporting evidence.
LCE will normally respond within 30 days.
If the dispute is not resolved, the Client, as a consumer, may refer the matter to an ADR body listed by MIMIT under Arts. 141-141-decies of the Italian Consumer Code, or to the Mediation Body of the Chamber of Commerce of Como-Lecco, where applicable.
The EU Online Dispute Resolution Platform is no longer available, having been discontinued as of 20 July 2025 following Regulation (EU) 2024/3228. General EU consumer redress information is available through the European Commission’s consumer redress resources.
The Client’s right to bring the matter before the competent judicial authority remains unaffected. LCE has not joined any specific sectoral ADR body.
18. Governing Law & Jurisdiction
These Terms are governed by Italian law, subject to any mandatory consumer protection rules applicable to the Client under Regulation (EC) No 593/2008 (Rome I) or other applicable laws.
Disputes are submitted to the competent courts of Como, Italy, except where the Client qualifies as a consumer and the mandatory forum of the consumer’s residence or elected domicile applies under Art. 33(2)(u) of Italian Legislative Decree no. 206/2005 or other mandatory consumer protection rules.
This provision cannot deprive the consumer of mandatory rights granted by applicable law.
19. Language
These Terms may be available in English and Italian. In case of discrepancy, the Italian version shall prevail, without prejudice to any mandatory consumer protection rules applicable to the Client.
20. Digital Guides & Downloadable Content
This Section applies to Digital Guides and other downloadable digital content sold by LCE. Sections 4 and 5 apply to dated experiences and do not apply to digital content.
Digital Guides are downloadable PDF files. Nothing is shipped and no physical item is supplied. The price and the available language editions are stated on the product page, in EUR and inclusive of VAT where applicable.
Payment is processed by Stripe, which issues the receipt. LCE does not receive or store card details.
Delivery. Successful payment confirms the order and starts the download. A re-download link valid for 30 days is also sent by email. The Client must provide a valid email address and save the file within that period. If the download fails, or if LCE supplies the wrong file or language edition, the Client should email info@lakecomoexplorer.com quoting the order reference; LCE will normally respond within 2 business days.
Withdrawal right. Before payment, the Client must accept these Terms, expressly consent to immediate delivery, and acknowledge that the 14-day right of withdrawal is lost once delivery begins. The checkout records this and LCE confirms it in the order confirmation email on a durable medium. Where these conditions are met, Art. 59(1)(o) of Italian Legislative Decree no. 206/2005 excludes the 14-day right of withdrawal.
Defective or non-conforming content. The Client’s mandatory rights remain unaffected. If the file is corrupted, materially incomplete, undeliverable, or materially not as described, or if LCE supplies the wrong file or language edition, LCE will provide the remedy required by law, including re-supply, price reduction, or refund where applicable. Duplicate or erroneous charges are refunded.
Licence. LCE grants a personal, non-commercial, non-transferable licence for the Client’s own travel use. The Client may not resell, redistribute, republish, systematically share, copy for third parties, or upload the content to file-sharing or content platforms. Except for credited third-party material, copyright in LCE-created content remains with LCE.
Accuracy. Each guide is field-checked using information reasonably believed accurate at the verification date stated in the guide. Opening hours, prices, ferry and bus times, closures, and access conditions change. Guides are planning aids and not guarantees. The Client should confirm changeable details with official sources before travelling. LCE is not liable for losses arising solely from information that changed after the stated verification date, except where mandatory law provides otherwise.
Editions. Each guide is sold as the edition identified on the product page. Purchase of one edition does not include future editions unless expressly stated.
A device capable of opening standard PDF files is required. Guides are designed for offline use once downloaded.
21. Final Provisions
If any provision of these Terms is held invalid, unlawful, or unenforceable, the remaining provisions remain valid and enforceable to the maximum extent permitted by law.
The invalid or unenforceable provision shall be replaced, where possible, by a valid provision that reflects the original commercial and legal intent as closely as possible.
These Terms, together with the booking confirmation, product page information, safety information, privacy notice, and any platform-specific booking conditions applicable at the time of booking, constitute the agreement applicable to the service.
LCE may update these Terms by publishing a revised version on its website. The Terms in force at the time of booking apply to that booking, unless a mandatory change in law requires otherwise.
22. Contact
Lake Como Explorer S.r.l.
Via Alessandro Volta 81, 22100 Como (CO), Italy
Website: lakecomoexplorer.com
Email: info@lakecomoexplorer.com
PEC: lakecomoexplorer@legalmail.it
Tel.: +39 366 453 2841
VAT / P.IVA: 04088110137