Last updated: 6/1/2026. Learn about our refund policy.
EFFECTIVE: 22 MAY 2026 · GET YOUR ROMAN TOURS S.R.L.S · WWW.GETROMANTOURS.COM
Get Your Roman Tours S.R.L.S is committed to a transparent, fair, and customer-first refund and cancellation experience — consistent with the standards set by leading global travel platforms. Our policies are designed to protect both Customers and Suppliers while complying fully with EU consumer protection legislation.
We believe in giving travellers flexibility. Our standard policy is simple:
STANDARD POLICY: Cancel at least 24 hours before your Experience start time and receive a 100% full refund — no questions asked.
This 24-hour free cancellation policy applies to the vast majority of Experiences on our Platform. Where a different cancellation policy applies to a specific Experience, this will be clearly and prominently displayed on the Experience listing page and in your Booking Confirmation before you pay.
Every Experience listing on our Platform displays one of the following clearly labelled cancellation tiers:
Applicable to the majority of Experiences on the Platform.
Applicable to Experiences requiring more advance preparation by Suppliers.
Applicable to premium, private, or resource-intensive Experiences.
Applicable to Experiences involving pre-purchased third-party tickets, exclusive venue access, or limited-capacity events. These Experiences are prominently labelled "Non-Refundable" before purchase.
We strongly recommend purchasing comprehensive travel insurance before booking any Non-Refundable Experience.
For multi-day tours, private group tours, or bespoke packages with a per-person value exceeding EUR 500:
Cancellations can be submitted through any of the following channels:
The cancellation takes effect at the time we receive your cancellation request, not the time you initiated it. Cancellations are only valid once you have received a written Cancellation Confirmation from us. We strongly recommend submitting cancellation requests well before any applicable deadline to avoid potential timing issues.
Approved refunds are processed to the original payment method used at the time of booking. We cannot redirect refunds to a different card, bank account, or payment method than the one originally used.
In exceptional cases and at our discretion, we may offer Platform Credits (valid for 12 months from the date of issue) as an alternative to a monetary refund, subject to your agreement.
Once your cancellation is confirmed and the refund approved, please allow:
Please note that once we initiate the refund, the timeline for the funds appearing in your account is controlled by your bank or payment provider. If your refund does not appear within the above timeframes, please first check with your bank before contacting us.
Refunds are processed in the same currency as the original transaction. Where currency conversion was applied at the time of purchase, the refunded amount may differ from the original charged amount due to foreign exchange rate fluctuations. We are not liable for any exchange rate differences.
If a Supplier cancels your confirmed booking for any reason:
Supplier cancellations are a serious breach of the Supplier Agreement and are subject to penalties as set out therein. We monitor Supplier cancellation rates and take action against Suppliers with excessive cancellations.
Extraordinary Circumstances are unforeseeable events beyond the reasonable control of either party that make it impossible or unsafe to conduct the Experience. These include but are not limited to:
Where an Experience is cancelled or cannot be safely delivered due to verified Extraordinary Circumstances, both Customers and Suppliers will receive a full refund or credit, as appropriate. Our determination of Extraordinary Circumstances is based on official declarations, government guidance, and objective third-party sources.
If you are personally prevented from attending an Experience due to circumstances directly and severely affecting you (such as a serious medical emergency or the sudden bereavement of an immediate family member), please contact us at support@getromantours.com as soon as possible with supporting documentation (e.g., medical certificate, death certificate). We will review your case individually and may, at our discretion, offer a credit, partial refund, or rescheduling, taking into account the Supplier's position.
If you believe you are entitled to a refund that has not been provided, or if you are dissatisfied with the resolution of a cancellation, please:
We will investigate your complaint impartially and respond within 14 business days. If you are not satisfied with our resolution, EU consumers may refer the matter to the Italian Conciliation Service (Conciliazione.it), the EU ODR Platform at https://ec.europa.eu/consumers/odr, or the competent national consumer disputes body in their country of residence.
Nothing in this Refund and Cancellation Policy is intended to limit or exclude your statutory rights as a consumer under European Union law, including Directive 2011/83/EU on consumer rights and Directive (EU) 2015/2302 on package travel and linked travel arrangements. Your statutory rights are unaffected by these policies.