Terms of use

Using the service

VeniceXplorer Concierge provides trip support, recommendations, booking coordination, and member-only access to concierge tools for Venice visitors. You must provide accurate account, trip, and request information so we can arrange services correctly.

You are responsible for keeping your account credentials secure and for all activity under your account.

Membership access

Membership tiers are purchased per trip. Unless stated otherwise at checkout, app access begins after payment and continues through your trip plus the stated post-trip access period.

Features vary by tier. Some services, venues, vendors, dates, and experiences may be unavailable even after a concierge request is submitted.

Bookings and vendors

We coordinate requests with third-party vendors such as transfer providers, restaurants, guides, venues, ticket providers, photographers, and event operators. Vendor availability, pricing, cancellation rules, and service delivery may be controlled by those vendors.

A booking is confirmed only when we tell you it is confirmed in the app, by email, or another written channel.

Payments and refunds

Membership fees and service payments may be processed through Stripe or another approved payment provider. Restaurant bills and some third-party charges may be paid directly to the venue or vendor.

Refund eligibility depends on the tier, timing, vendor commitments, and any cancellation terms shown at checkout or confirmed in writing. Costs already committed to vendors may be non-refundable.

Acceptable use

You may not use the service for unlawful, abusive, fraudulent, harmful, or disruptive activity. We may suspend or restrict access if account activity creates security, legal, operational, or vendor relationship risk.

Service changes

We may update app features, concierge workflows, vendor coverage, pricing, and these terms as the service evolves. Material changes will be reflected on this page or communicated through another appropriate channel.

Contact

Questions about these terms can be sent to ciao@venicexplorer.com.