Cancellation and Refound
Cancellation and Refund Policy
Last updated: 20 May 2026
This page explains clearly how cancellations, modifications and refunds work for products purchased on tripstorome.com.
We believe in transparency: we tell you upfront what is important to know, without hidden fine print.
1. The general rule: free cancellation up to 24 hours before
For most of our products, cancellation is free up to 24 hours before the date of use or pickup. This means:
You cancel before 24 hours: full refund of the amount paid
You cancel after 24 hours: the amount is not refunded
This rule applies to:
Public transport tickets (CIS, 24h/48h/72h tickets, Roma Pass)
Tickets for attractions and museums (Colosseum Fast-Track, Vatican, and more)
Tiber River boat
Hop-on Hop-off Open Bus
Single airport transfers
Standalone data SIMs
Other products, except for exceptions stated on the specific page
2. The exceptions: products with 7-day cancellation
Some products have longer cancellation terms (7 days) because they involve advance allocations that cannot be resold at the last minute.
2.1 Rome Move Pass 48H
Free cancellation up to 7 days before the first day of use.
Why: the Combo includes Colosseum skip-the-line slots that are allocated for you at the time of booking, plus coordination with multiple providers such as ATAC, Open Bus, Tiber Boat and Transfer. If you cancel at the last minute, these allocations can hardly be resold.
We have kept this strict in the text because operationally we need to, but on the ground we always try to accommodate you: message us on WhatsApp, in many cases we can move the date even within the 7-day period. We tell you straight away at the time of the request.
2.2 Roma Cristiana VIP
Free cancellation up to 7 days before the tour date.
Why: the experience includes a dedicated licensed guide, private van and access to basilicas at specific times. All elements booked specifically for your group, which do not easily resell.
The same flexibility rule applies here: if something unexpected comes up, message us. We will see if we can help.
2.3 Other products with exceptions
Other products may have specific terms, always clearly indicated on the product page before purchase. Always read the Cancellation section of the product page you are buying.
3. How to cancel or modify your booking
To cancel or modify a booking, you can use one of three channels of your choice:
Message us on WhatsApp at +39 320 112 6777. It is the fastest channel. Response usually within a few hours during opening times.
Email info@tripstorome.com. Include in your message: order number, name, what you want to do such as cancel, change date, or change number of people.
Come to one of our three offices in Rome: Termini, Santa Maria Maggiore or Fiumicino T1. Just bring your confirmation email and an ID.
To speed up the procedure, have at hand:
The order number, which you find in the confirmation email
The name used for the booking
A short note on what you want to do
4. Refund times and methods
Refunds are processed to the original payment method, credit card or PayPal.
Timing: the refund is visible on your payment method within 5-10 business days of cancellation confirmation, subject to the technical times of your bank.
If after 10 business days you do not see the refund, message us: we check immediately.
For orders where no physical voucher has been delivered yet, the refund is processed within 14 days of cancellation confirmation.
5. Pay on Pickup deposit
For products purchased with the Pay on Pickup option, such as Open Bus Hop-on Hop-off, you pay a 5 euro deposit online and settle the rest at pickup.
In case of cancellation within the free terms, the 5 euro deposit is refunded together with any amount already paid. In case of no-show, meaning failure to collect without prior notice, the 5 euro deposit is non-refundable.
6. Booking modifications: date change or number of people
Modifications are treated with the same flexibility as cancellations:
Within the free cancellation period, 24 hours or 7 days depending on the product: free modification, just message us.
Outside that period: we evaluate case by case. In many cases we can accommodate you, especially for dates within the next 30 days.
Date modifications are subject to availability of the new chosen date. If the alternative date is more expensive than the original product, you may be asked to top up the difference.
7. What happens in case of no-show
In case of failure to use the service without prior notice, no refund is provided. This is because most of our products include allocations that are arranged specifically for you, such as Colosseum slots, places on guided tours, or pre-issued vouchers.
If you know you will not be able to use the service, even at the last minute, message us. Even a one-hour notice sometimes allows us to save the situation, for example by moving the booking or freeing up a slot.
8. Return of physical vouchers
If you have received paper vouchers, physical passes or other entry permits, and you are entitled to a refund, you are required to return all components to Trip to Italy srl within 15 days of the first day of validity.
Returned items must be unused, undamaged, and without any annotations or markings.
The refund will be processed once returned items have been received and inspected.
9. What happens if a service is cancelled by the provider
Sometimes museum sites, public transport or third-party providers cancel a service for reasons beyond our control, such as an ATAC strike, an extraordinary Colosseum closure, or bad weather blocking the boat.
In such cases, we notify you promptly by email or WhatsApp. We offer an alternative solution: date change, replacement with equivalent service, or equivalent voucher. If no alternative is workable, we refund the amount of the unused part of the service.
For combo packages such as Rome Move Pass 48H, the refund is proportional to the part actually not delivered, not to the total package if other services have been used.
10. Force majeure events
In extraordinary cases such as general strikes, unexpected public events, extreme weather conditions, public health events, or government actions, refunds are evaluated case by case according to circumstances.
In all cases, we guarantee transparency on the reasons and the proposed solution.
11. Right of withdrawal for tourist services
We note that, pursuant to Article 59 of the Italian Consumer Code, Legislative Decree 206 of 2005, tourist services of fixed duration and tickets for services provided on specific dates are excluded from the ordinary 14-day right of withdrawal provided for distance contracts. The cancellation terms of the individual product apply, as indicated above.
12. Disputes
If you believe the refund procedure has not been handled correctly, email info@tripstorome.com describing your situation. We respond within 30 business days.
If you are not satisfied with the response, you can use the European ODR platform of the European Commission, or take legal action in the competent courts.
13. Contacts
For any questions about cancellations and refunds:
Trip to Italy srl
Registered office: Via Alessandria 125, 00198 Rome, Italy
VAT: IT17026691000
Email: info@tripstorome.com
WhatsApp: +39 320 112 6777
Physical offices: Termini, Santa Maria Maggiore, Fiumicino T1