General Terms and Conditions of Service

1. Definitions

For the purposes of these general conditions:

• "Property", "Hotel" or "Colleverde": the hotel accommodation facility named Colleverde Country House, located at Via Bocca Trabaria Ovest, 96 — 61029 Urbino (PU) · Marche · Italy, managed by Colleverde SAS di Cangiotti Carlo & C;
• "Customer" or "Guest": the natural or legal person who makes the booking and/or uses the services of the Property;
• "Services": hotel services (overnight stay, breakfast), access to the SPA Wellness Centre, catering, experiences, promotional packages offered by the Property;
• "Site": the website https://www.colleverde-urbino.it and all its subdomains.

2. Acceptance of the conditions

Booking a stay at Colleverde Country House, whether made through the Site, by telephone, by email or through intermediaries (OTAs, travel agencies), entails the full and unconditional acceptance of these General Conditions, as well as any particular conditions indicated at the time of booking or stated on the chosen package/rate.

These Conditions apply exclusively, except for written derogations expressly accepted by the parties. Any general conditions of the Customer or of intermediaries, even if not contested, shall not be deemed accepted.

3. Conclusion of the hotel contract

The hotel contract between the Property and the Customer is concluded at the moment when the Property confirms in writing (by email, booking system, paper confirmation) the booking requested by the Customer, indicating: arrival and departure dates, type of room/accommodation, number of guests, applied rate, any included services, methods and terms of payment.

The confirmation is subject to the actual availability of the Property and, where required by the chosen rate, to the receipt of the deposit referred to in art. 4.

4. Confirmatory deposit and advance payment

To guarantee the booking and as an advance on the consideration for the stay, the Customer is required to pay the Property a confirmatory deposit pursuant to art. 1385 of the Italian Civil Code, normally equal to 30% (thirty per cent) of the total amount of the booked stay, or in the different amount expressly indicated at the time of booking.

For non-refundable, discounted or special-offer rates, the advance payment of the entire amount of the stay may be required at the time of booking (so-called prepaid rate).

The payment of the deposit/advance payment is made by: bank transfer, credit card (also by pre-authorisation), or other instrument accepted by the Property.

Pursuant to art. 1385 of the Italian Civil Code:

• if the non-fulfilment is attributable to the Customer, the Property may withdraw from the contract retaining the deposit;
• if the non-fulfilment is attributable to the Property, the Customer may withdraw from the contract requesting twice the deposit paid;
• in any case, the right of the non-defaulting party to request the performance or termination of the contract, in addition to compensation for greater damage, remains unaffected.

5. Cancellation, booking modification, no-show

5.1 Flexible rates (refundable). Unless otherwise explicitly indicated in the booking confirmation, cancellations made:

• more than 14 days before the arrival date: no penalty, full refund of the deposit;
• between 14 and 7 days before the arrival date: 30% retention (deposit);
• between 7 and 2 days before the arrival date: 50% retention of the total amount;
• less than 48 hours before the arrival date or in case of no-show: 100% retention of the total amount.

5.2 Non-refundable rates. If a discounted/non-refundable rate is chosen, in case of cancellation, modification or no-show, the entire amount paid will be retained as a penalty, with no right to a refund or credit.

5.3 Early departure. In case of early departure compared to the booked date, the Property has the right to retain the consideration for the entire stay originally booked.

5.4 Communication. Cancellations and modifications must be communicated in writing (email to info@colleverde-urbino.it) and are considered effective from the moment of receipt by the Property.

5.5 Force majeure causes. In the presence of serious documented causes (natural disasters, certified hospital admissions, deaths) the Property may evaluate, at its own discretion, granting vouchers for future stays of equal amount, valid for 12 months. This option does not constitute a right of the Customer.

6. Check-in and check-out

• Check-in: from 15:00 to 20:00. Later arrivals must be communicated in advance and may entail a surcharge.
• Check-out: by 11:00. Late check-out on request, subject to availability and surcharge.
• At check-in the Customer is required to show a valid identity document for all adult guests, pursuant to Public Security regulations (art. 109 TULPS).
• Minors not accompanied by at least one parent or legal guardian cannot check in.

7. Tourist tax

The municipal tourist tax is due by the Customer in addition to the price of the stay, according to the amounts and methods established by the Municipality of Urbino. It is collected directly by the Property on behalf of the Municipality at the time of check-out.

8. SPA Wellness Centre regulations

• Access to the SPA Wellness Centre, the hydromassage pool and the wet areas is permitted exclusively to those over 14 (fourteen) years of age, and in any case to minors aged between 14 and 17 only if accompanied by an adult guardian (parent, legal guardian or adult delegated in writing) who assumes responsibility for them.
• Access for minors under 14 is strictly prohibited for reasons of safety, health (temperatures, vapours, thermal products) and the quiet of adult guests.
• Access to the SPA is subject to the absence of pathologies incompatible with hot baths, sauna, hydromassage, exposure to steam. The Customer is responsible for their own medical assessment and releases the Property from any liability for consequences arising from undeclared pre-existing conditions.
• Compliance with the posted hygiene rules is required: mandatory use of swimsuit, slippers and towel, shower before access to the pool/hydromassage.
• The use of mobile phones in the wet areas, the introduction of unauthorised food and drinks, noisy behaviour or behaviour not in keeping with the relaxing character of the centre are prohibited.
• The Property reserves the right to limit or suspend access for reasons of maintenance, safety or capacity, without this giving rise to any right to a refund or compensation.

9. Liability

9.1 Customer's property. The Property is liable for the Customer's property within the limits of art. 1783 of the Italian Civil Code. For valuables (jewellery, cash, valuable electronic devices), the Customer is invited to use the in-room safe; otherwise, the Property's liability is excluded.

9.2 Damage. The Customer is liable for damage caused to the Property's property through wilful misconduct, fault or negligence, of their own or of guests connected to them (including minors under their guardianship). The relevant charge is made at check-out or subsequently in case of later assessment.

9.3 Animals. The Property is pet-friendly and welcomes small and medium-sized dogs by prior agreement. Respect for other guests is required, use of a leash in common areas, prohibition of access to the SPA and dining areas. The Customer is responsible for any damage caused by the animal.

9.4 External experiences and excursions. Any experiences, tours, excursions or services booked through the Property but provided by third-party partners are governed by the conditions of those partners. The Property acts exclusively as an intermediary and is not liable for the provision of such services.

10. Force majeure

The Property is not liable for delays, suspensions or impossibility of providing the services due to force majeure causes (including, by way of example, natural disasters, acts of authority, strikes, supply interruptions, pandemics with restrictive provisions). In such cases, where possible, the Property will reschedule the stay or issue a voucher of equal value.

11. Processing of personal data

The processing of the Customer's personal data is governed by the Privacy Policy, an integral part of these conditions, drawn up pursuant to EU Reg. 2016/679 (GDPR) and Italian Legislative Decree 196/2003 as amended by Legislative Decree 101/2018.

12. Complaints

Any complaints relating to the stay must be communicated promptly during the stay at the Property's reception, in order to allow an immediate check and any remedy. Formal complaints subsequent to check-out can be sent in writing to info@colleverde-urbino.it within 14 days of the end of the stay.

13. Dispute resolution · Competent court

These conditions are governed by Italian law.

For any dispute arising from the interpretation or execution of the hotel contract or these conditions:

• when the Customer qualifies as a consumer pursuant to Italian Legislative Decree 206/2005, the court of the place of residence or elective domicile of the consumer themselves has exclusive jurisdiction;
• in all other cases (professional Customer, legal entity) the Court of Urbino has exclusive jurisdiction.

For consumers, the right to access the ODR (Online Dispute Resolution) platform of the European Commission, available at ec.europa.eu/consumers/odr, remains unaffected.

14. Modifications to the conditions

The Property reserves the right to modify these General Conditions at any time. The modifications apply to bookings made subsequent to their publication on the Site. Bookings already confirmed remain governed by the Conditions in force at the time of booking.

15. Contact

For any request relating to these Conditions:

• Email: info@colleverde-urbino.it
• Phone: +39 0722 339213
• Address: Via Bocca Trabaria Ovest, 96 — 61029 Urbino (PU) · Marche · Italy

Document drawn up and published on 10/07/2026.
These Conditions form an integral part of the hotel contract and supplement its effects.