Terms and Conditions of Purchase

Online Ticket Office Grotte di Frasassi
(“General Terms and Conditions of Sale”)

1. Subject Matter

These General Terms and Conditions of Sale (hereinafter, the “Terms”) govern the purchase, through the website https://tickets.frasassi.com/ (hereinafter, the “Website”), of admission tickets to the Frasassi Caves and any other related services (e.g. guided tours, special tours, events, etc.) offered for sale by Grotte di Frasassi Srl.

Use of the Website and submission of a purchase order constitute full acceptance of these Terms.

2. Seller’s Identity

The entity selling the tickets through the Website and with whom the Customer enters into the purchase contract is:

Grotte di Frasassi Srl
Registered office: Largo Leone XII, 1 – 60040 Genga (AN), Italy
VAT No. 00222050429
General contact e-mail: helpdesk@frasassi.com
E-mail for privacy matters: privacy@frasassi.com

Other useful contact details are provided in the “Contacts” section of the main website www.frasassi.com.

3. Ticketing and Payment Technical Platform

3.1 TicketOne – InHouse Platform
Online ticket sales are carried out through the “InHouse” software platform provided by TicketOne S.p.A., which acts as the technical service provider and, for certain data processing activities, as external Data Processor on behalf of Grotte di Frasassi Srl.

3.2 Nexi Payment Gateway
Online payments are processed through the Nexi electronic payment gateway (Nexi Payments S.p.A.). As part of the payment process, card details and information strictly necessary for the transaction are processed by Nexi as an independent Data Controller.

4. Website Registration and User Account

To make a purchase, the Customer may:

The Customer guarantees that the information provided (first name, last name, e-mail, telephone number, if applicable) is truthful, accurate and up to date.
Login credentials (username and password) must be kept carefully and must not be disclosed to third parties. The Customer remains responsible for any use of the account made using their credentials.

5. Purchase Procedure

5.1 Ticket Selection
The Customer selects:

the ticket type (full price, reduced price, children, etc.);
the applicable tour/service type;
the date and, where applicable, the time slot of the visit;
the number of tickets desired.

5.2 Order Summary
Before payment, the system displays an order summary screen containing:

details of the selected tickets;
visit date/time;
unit price, any presale fees/commissions;
total amount to be paid.

The Customer is required to carefully check that all information is correct (date, time, quantity, ticket type) before proceeding with payment.

5.3 Conclusion of the Contract
The purchase contract is deemed concluded when:

the Customer confirms the order and
the payment is successfully completed.

The system sends a confirmation e-mail to the address provided by the Customer, containing the order summary and/or the tickets in electronic format (e-ticket / QR code).

6. Prices, Fees and Currency

All ticket and service prices are stated in Euro (€) and are inclusive of VAT, where and to the extent applicable, unless otherwise indicated.

Any presale fees, service costs or commissions applied for the use of the online ticketing platform are indicated during the purchase procedure and in the order summary, before confirmation.

Grotte di Frasassi Srl reserves the right to modify prices at any time; however, for contracts already concluded, the prices in force at the time the order was submitted shall apply.

7. Payment Methods

Payment for tickets purchased on the Website may be made using:

credit/debit cards belonging to the card schemes indicated at checkout (e.g. Visa, Mastercard, Maestro, etc.);
any other electronic payment methods indicated during the procedure (e.g. digital wallets, prepaid cards).

Payment is processed through the Nexi gateway. If payment is not authorised, the order will not be completed and the tickets will not be issued.Payment for tickets purchased on the Website may be made using:

credit/debit cards belonging to the card schemes indicated at checkout (e.g. Visa, Mastercard, Maestro, etc.);
any other electronic payment methods indicated during the procedure (e.g. digital wallets, prepaid cards).

Payment is processed through the Nexi gateway.
If payment is not authorised, the order will not be completed and the tickets will not be issued.

8. Ticket Issuance and Delivery

8.1 Electronic Tickets (e-ticket)
Once payment has been completed, the Customer receives the tickets in electronic format at the e-mail address provided, or may download them from their personal account area (if registered). The Customer is required to keep the ticket and present it on the day of the visit:

in paper format (printed) or
in digital format (on a smartphone or suitable device),

according to the instructions provided by Grotte di Frasassi.

8.2 Failure to Receive the E-mail
If the Customer does not receive the confirmation e-mail and/or tickets within a reasonable period of time:

they should also check the “spam/junk mail” folder;
in case of problems, they may contact the customer support service using the contact details provided on the Website.

Failure to receive the e-mail, where attributable to errors in the address provided by the Customer or to filters applied by their e-mail provider, does not in itself give rise to a right to a refund.

9. Use of the Ticket and Access to the Caves

9.1 Ticket Validity
The ticket is valid only for the date and (if indicated) the time slot shown on the ticket. Access may be refused if the ticket is presented on a date and/or at a time different from those booked, unless otherwise officially communicated by Grotte di Frasassi.

9.2 Access Checks
Upon entry, the Customer must present the ticket in a legible form (printed or on a digital device), together with an identity document if requested (especially in the case of reduced-price tickets, concessions or special fares).

Cave Staff may carry out checks concerning:

validity of the ticket;
correctness of the declared reductions/concessions;
compliance with the visitor regulations.

9.3 Rules of Conduct
During the visit, the Customer must comply with:

the safety rules indicated by the staff;
the internal regulations of the Frasassi Caves;
the instructions of the venue staff/guides.

A serious violation of the rules of conduct may result in removal without entitlement to a refund.

10. Prohibition of Resale and Commercial Use of Tickets

Unless expressly authorised in writing by Grotte di Frasassi Srl:

resale of tickets for consideration is prohibited;
tickets may not be used for commercial, promotional or marketing purposes (e.g. prizes, giveaways, competitions, tourist packages) unless previously agreed with the Data Controller.

Violation of these prohibitions may result in cancellation of the tickets and refusal of access, without refund, without prejudice to any further claim for damages.

11. Modification or Cancellation of the Visit by Grotte di Frasassi

11.1 Force Majeure or Safety Reasons
For reasons of safety, maintenance, adverse weather conditions, exceptional events or force majeure, Grotte di Frasassi Srl may:

modify access times;
temporarily limit or suspend visits;
close the tourist site in whole or in part.

In such cases, where possible, Grotte di Frasassi Srl will offer Customers one of the following solutions:

rescheduling the visit to another date/time;
issuing a voucher of the same value, usable on another date, according to the arrangements communicated to the Customer;
refund of the ticket price, limited to the ticket purchased for the date/time affected by the disruption.

11.2 Exclusion of Further Liability
In such cases, the Customer shall have no right to any further compensation or indemnification (e.g. travel expenses, accommodation, tourist packages), except to the extent mandatorily provided for by law.

12. Inability to Use the Ticket for Reasons Attributable to the Customer

If the Customer is no longer able to use the ticket for reasons attributable to them (e.g. unforeseen circumstances, illness, delay in reaching the visit location, booking errors not reported in time), there is no automatic right to a refund.

Any requests to modify or reschedule the booking must be sent to the contact details indicated on the Website within a reasonable period before the visit date (e.g. 24/48 hours).
Grotte di Frasassi Srl will assess on a case-by-case basis the possibility of:

rescheduling the booking to another date/time, subject to availability and internal regulations;
offering alternative solutions (e.g. voucher), where provided for.

In the absence of different communication, the provisions of the following section on the right of withdrawal shall apply.

13. Right of Withdrawal

Pursuant to Article 59, letter n) of the Italian Consumer Code (Legislative Decree 206/2005), the right of withdrawal DOES NOT APPLY to contracts for the supply of services relating to leisure activities, where the contract provides for a specific date or period of performance.

The purchase of admission tickets to the Frasassi Caves, with a specified date and/or time slot, falls within this category.
Therefore, once the purchase has been completed and the order confirmation received, the Customer has no right to withdraw from the contract under the legislation governing distance contracts.

Any forms of refund/replacement provided for by these Terms remain unaffected (e.g. in the event of cancellation of the visit by Grotte di Frasassi).

14. Complaints and Customer Support

For assistance requests, reports or complaints relating to the online purchase of tickets, the Customer may use the contact details indicated:

in the “Contacts” section of the Website;
on the institutional website www.frasassi.com.

In the case of formal complaints, the Customer is invited to provide:

first name, last name, e-mail/telephone contact details;
order number or ticket references;
a clear description of the problem encountered.

15. Liability

Without prejudice to cases of intent or gross negligence, Grotte di Frasassi Srl shall not be held liable for:

any service disruptions attributable to third-party providers (e.g. payment gateway malfunctions, network interruptions, connectivity problems, etc.);
improper or non-compliant use of the tickets by the Customer;
indirect or consequential damages (e.g. travel expenses, accommodation, loss of opportunity) arising from modifications or cancellations of the visit due to force majeure or safety reasons.

In any event, the total liability of Grotte di Frasassi Srl towards the Customer shall not exceed the total amount paid for the tickets concerned by the complaint, except as otherwise provided by mandatory provisions of law.

16. Processing of Personal Data

Personal data provided by the Customer in connection with the use of the Website and the purchase of tickets will be processed in compliance with Regulation (EU) 2016/679 (“GDPR”) and applicable national legislation, as described in the Website’s Privacy Policy and Cookie Policy, which the Customer is invited to consult.

17. Applicable Law and Jurisdiction

These Terms are governed by Italian law, with particular reference to Legislative Decree 206/2005 (Consumer Code) and Legislative Decree 70/2003 (electronic commerce).

For any dispute concerning the interpretation, performance or validity of these Terms, jurisdiction shall lie with:

the court of the residence or domicile of the consumer Customer, if located within the territory of the Italian State, as provided for by the Consumer Code;
in all other cases, the Court of Ancona, without prejudice to the possibility of using out-of-court dispute resolution mechanisms (ADR/ODR) where available.

18. Amendments to the Terms

Grotte di Frasassi Srl reserves the right to amend these Terms at any time.

The amendments shall take effect from the date of publication on the Website and shall apply exclusively to sales concluded after that date.

For purchases already made, the Terms in force at the time the order was submitted shall continue to apply.

Last updated: 24/11/2025