Terms of Service

1. Who we are

The website is run by AL.CE. S.R.L., Via Filippo Juvarra 43, 13900 Biella (BI), Italy, VAT number 02575570029 (“we”). We let the apartments shown on the website: some are our own, others we manage for their owners.

For some of the apartments we manage, the payment is collected directly by the apartment's owner, so the name on your card statement may differ from ours. We remain your contact for the booking and the stay.

Contact: info@italiancharme.com · +39 015 21 111 · WhatsApp +39 335 654 7505 · certified email (PEC) alce-srl@pec.it

2. Information on the website

We describe the apartments in good faith and keep photos, sizes and descriptions up to date. Small differences in furnishings or decoration may occur.

Prices and availability come live from our booking system. They are confirmed only when you pay: until then, someone else can book the same dates.

3. Booking and payment

• The price shown is the total for the whole stay and includes the cleaning fee. It does not include the Milan city tax, which is paid at check-in (section 5).
• When you pay depends on the rate. On a non-refundable rate, or a refundable one booked after its free-cancellation date, we charge the full amount when you book. On a refundable rate still free to cancel, we charge nothing when you book: we save your card and charge the full amount from the free-cancellation date shown when you book and in your confirmation. If that charge fails, we contact you, and if the stay is not paid we may cancel the booking.
• You enter your card details in Stripe's secure payment form on our checkout page. They go to Stripe and never reach us.
• The booking is concluded when the payment succeeds or, on a refundable rate, when your card is saved, and we confirm it by email. If the apartment was booked by someone else while you were paying, we cancel the booking and refund you in full automatically (or charge nothing, if your card was only saved).
• The person who books must be at least 18 years old and give their real name, email address and phone number: we use them to send the check-in instructions and to reach you about the stay.
• A promo code gives the discount it states, on the stays it applies to. It cannot be combined with another promotion (you always get the better of the two) and has no cash value.

4. Cancellations, changes and no-shows

Each rate has its own cancellation terms, shown before you pay and in your booking confirmation. How cancellations, changes, no-shows and refunds work is explained in our Cancellation Policy. For your booking, the terms of your rate always apply.

The 14-day right of withdrawal for distance contracts does not apply to accommodation booked for specific dates (Art. 59(1)(n) of the Italian Consumer Code, Legislative Decree 206/2005, implementing Art. 16(l) of Directive 2011/83/EU). You can cancel only as your rate allows.

5. Before you arrive and at check-in

• Italian law (Art. 109 of the Consolidated Public Security Act, TULPS) requires us to register every guest, children included, with the State Police through the Alloggiati Web service. Before or at check-in we therefore need a valid identity document for each guest. We cannot hand over the apartment without them.
• Check-in is self check-in with a smart lock. Before you arrive we send you the instructions, the check-in and check-out times and the digital guide with the house rules.
• The Milan city tax (imposta di soggiorno) is charged per person per night at the rates and with the exemptions set by the City of Milan. It is paid at check-in and is not part of the booking price.

6. During your stay

• Only the guests registered for the booking may stay in the apartment, up to the maximum number of guests stated for it.
• Follow the house rules in the digital guide and the rules of the building, and respect the neighbours. The house rules form part of these terms.
• Treat the apartment with care and tell us straight away about any fault or damage, so we can fix it. You are responsible for damage caused by you or your guests beyond normal wear and tear, and we may ask you to pay the documented cost of the repair.
• Leave the apartment by the check-out time.

7. If we cannot provide the apartment

If, in exceptional cases, we cannot provide the apartment you booked (for example after a serious fault), we will tell you as soon as possible and offer you a comparable apartment if one is available. If you do not accept it, or there is none, we refund everything you paid for the nights we cannot provide.

8. Liability

We are liable to you under the law for the stay you booked. We are not liable for interruptions of water, electricity, heating or internet caused by suppliers or events beyond our control, but we will do everything we reasonably can to restore them quickly. Nothing in these terms excludes or limits our liability for wilful misconduct or gross negligence (Art. 1229 of the Italian Civil Code), or any other liability that the law does not allow to be limited.

9. Using the website

The texts, photos and logo on the website belong to us or are used with permission: do not copy them for commercial use without our written consent. Do not use the website in a way that harms it or other users. AI agents and apps may check availability and prepare bookings for their users through the interface described at https://italiancharme.com/llms.txt; the guest who pays accepts these terms.

10. Personal data

How we use your personal data is explained in our Privacy Policy and Cookie Policy.

11. Complaints and disputes

If something is wrong during your stay, tell us straight away by phone or WhatsApp, so we can fix it while you are there. For anything else, write to info@italiancharme.com: we reply as quickly as we can.

These terms are governed by Italian law. If you are a consumer, you keep the protection of the mandatory rules of the country where you live, and you can bring a claim in the courts of your place of residence.

12. Changes to these terms

We may update these terms. The date at the top shows the latest version. Your booking is governed by the version in force on the day you booked.

13. Language

These terms are published in several languages. If the versions differ, the Italian version prevails.