Terms and conditions of sale relating to the sites, events, products and services marketed by Lem srl

Online sales are subject to the provisions of Legislative Decree no. 185 of 22 May 1999, "Implementation of Directive 97/7/EC on the protection of consumers in respect of distance contracts."

1. Subjects. Service Provider: LEM srl, Piazza San Rocco 13 - 28921 Verbania (VB), Italy - hereinafter LEM, which may avail itself of external suppliers for operational support in managing orders and payments. For services provided by third parties, LEM acts as a booking engine and intermediary for the services provided and is not a party to the agreements between the guest and the service provider, and has no liability or responsibility towards the user regarding compliance with the terms of the contract. Terms and conditions of sale apply in any case to all types of tickets and/or services booked on the site, whether the service is provided directly by LEM or by other suppliers indicated on the site itself on the service description page. Customer: the individual identified by the data entered when making the online purchase request. In this regard, the guarantees set forth in Article 6 below apply.

2. Purpose of the service. Online booking service for live events and products and services. Purchases are made by entering personal information online and making payment by credit card (gateway stripe.com), PayPal, or online bank transfer (Sofort). Offline bank transfer payment may also be available. Bank transfer payment may not be available for special promotions or close to the event itself.

The customer checks the availability of seats, products, or services online, enters their information and reservation, and receives an email summary of the information entered, prompting them to complete the payment. Confirmation of the reservation or purchase can be immediate or delayed. The reservation (or purchase) is confirmed only upon successful payment: the electronic reservation ticket is created upon receipt of payment and automatically sent to the customer's email address if payment is made by credit card or PayPal. If payment is made by bank transfer, the electronic reservation confirmation ticket is sent to the customer's email address as soon as the amount is credited to the bank account specified by the supplier.

To be sure that your reservation has been made, you will need to wait for the confirmation email with a summary of your details, the CONFIRMED reservation number, and the BARCODE of your reservation ticket.

For online products or services, delivery may be delayed, for example due to the time required to create customized products.

If the customer does not proceed with payment, the reservation will be cancelled and the customer will receive an email notifying them of the cancellation and will therefore have to make a new reservation or purchase, if the seats or products and services are still available.

Once a booking is confirmed, no refunds will be given, and no complaints will be accepted based on errors made by the customer when entering and/or communicating order information. "Refundable" tickets may be available for special promotions specified on the website. To obtain a refund, you must provide proof of your objective inability to attend the event with a medical certificate or other official documentation.

These additional refund guarantees can be purchased at the time of booking and include a deductible of €2.50 per ticket.

For live event bookings, if the event is canceled due to regulatory provisions, ordinances, or other reasons (for example, health emergencies related to the Covid-19 epidemic), a voucher will be issued for the value of the booking, valid for 365 days for all events organized directly by Lem srl. Vouchers cannot be used for activities or services managed by third parties, such as catering, transportation, rides, or other.

By purchasing the flexible date option, which must be done exclusively at the time of booking, customers can change their booked date and time free of charge up to 8 days in advance. Simply send an email to info@grottadibabbonatale.it, choosing another date from those currently available. For dynamically priced tickets, if the change would result in a higher ticket price, the customer will be required to pay the difference. If the price is lower, the difference will not be refunded.

If no dates are available, the customer can request a voucher equal to the value of the tickets purchased, valid for 365 days for all our events.

If the change request is made between 8 and 3 days prior to the scheduled date, the change can be made at a cost of €5.00 per booking for digital products or services priced per unit (not per person). If the change concerns events with a "per person" booking and price, the change can be applied at a cost of €3.00 per person. It is not possible to request a change to the booking date within 48 hours of the booked date.

For live events, reservations must be presented at the BOOKING BOX OFFICE, indicated on the venue with the word BOOKING BOX OFFICE. Reservations and purchases refer only to the Lem srl attractions specified on the website as included in the ticket, at the time of booking, on the date and time booked. Any freebies and promotions reserved for ticket holders will be listed on the website and are not binding on the organization nor are they to be considered included in the ticket. If the customer forgets their electronic ticket on the day of the event, they can still provide the ticket office with their reservation number or name, along with an identity document, so they can search the service provider's database. LEM is not responsible if the reservation number cannot be retrieved due to a customer's forgetfulness. Upon presentation of the reservation at the BOOKING BOX OFFICE and delivery of the ticket, check-in will be recorded in the system, and the visitor will not be able to check in again with the same reservation as it has already been used. Replacement tickets or passes will not be issued if the customer loses the tickets after submitting the reservation and collecting them.

To facilitate access to live event areas, visitors can also avail of connecting services, shuttles, trains, motorboats, buses, etc., operated by leading transport companies. LEM offers—where applicable—a transport reservation service; the provision of this service is the responsibility of the transport company. At the organizer's sole discretion, the transport service may be canceled (due to force majeure, traffic problems, insufficient number of reservations, etc.), subject to at least 48 hours' notice. In this case, the customer will have the right to cancel the reservation and receive a refund of all expenses incurred for the live event, or request a rescheduling at no additional cost. By accepting these conditions, the customer expressly releases LEM from any and all liability and/or claims for compensation resulting from damage to persons or property, injuries, mix-ups, delays, missed connections, loss of items resulting from the use of booked and/or utilized transportation services, or loss of untraceable and undelivered regular and/or international mail, as well as for damage, injury, or theft to persons, property, or vehicles during the event, in all areas with free access or access restricted to ticket holders. With regard to travel within the event area, by accepting these conditions, the customer declares that he or she is aware of the obligation to comply with the Highway Code and expressly releases LEM from any and all liability and/or claims for compensation resulting from damage to persons or property, injuries, loss of items, and any other inconvenience that may occur in the public or private areas of the event and related facilities. Any medical assistance, recovery, hospitalization, first aid, medication, hospitalization, or other services not covered by the National Health Service (NHS) are the sole responsibility of the client. If the event involves animals, the client acknowledges that it is forbidden to approach, touch, or feed the animals and expressly releases LEM from any and all liability. Persons responsible for keeping and managing the animal area are indicated on-site.

By accepting these conditions, the purchaser also expressly declares that any minors participating will take place solely under the supervision and responsibility of their parents, guardians, or responsible chaperones. LEM is in no way responsible for services provided by third parties present at live events, catering services, shopping areas and related retail outlets, tourist train transportation, attractions and amusement parks, and any activity, entertainment, demonstration, workshop, or show not expressly related to the attractions managed by LEM. These services are not included in the ticket and will be purchased directly by the customer from the respective suppliers. When completing forms, web forms, questionnaires, surveys, games, or other activities, LEM may, at its sole discretion, randomly offer discounts, products, or services to users, not intended to encourage purchases, or items of minimal value. For gaming activities, LEM will use dedicated platforms, both for registration and participation, and for drawing and winning. LEM will not directly control the drawing or winning activities, which will therefore be completely random and performed electronically.

3. Prices. Unless otherwise specified in writing, all prices are inclusive of VAT, where applicable. Online tickets that also include a live performance are subject to an additional online booking service fee of €1.50 per ticket. For dynamically priced tickets, the price may vary based on the booking date, date, time slot, and number of people booked.

4. Payment. Payment is made by credit card (Visa, Mastercard, PostePay, or Carta Aura) through Stripe's online payment gateway with 128-bit encryption, Stripe-Sofort, or via PayPal. The payment gateway is managed by Stripe.com (or PayPal). LEM does not have access to the customer's credit card number. The Customer is informed that online payment is completed only after the Electronic Money Institution (IME) has given its consent to use the credit card, following the Customer's order confirmation. In the case of payment by bank transfer, payment is considered completed only once the transfer has been credited to the Supplier's account. The Customer may send a copy of the bank transfer confirmation by email (lemsegreteria@gmail.com) or by fax to 39 0323 497349, highlighting the CRO number. Summary table: Phase 1: Order placed by the Customer; Step 2: Request card authorization from Stripe (or PayPal) - or credit the customer's bank transfer to the Supplier's account. Step 3: Forward the requested product or service to the Customer. Step 4: Presentation of the electronic booking ticket at the Prenotati Ticket Office on the day of the booked event (and/or to the driver if the ticket also includes transportation) - collection of the entrance passes and access to the booked service (attractions included in the ticket as specified on the booking website). A negative response in Step 2 will result in the order being blocked. The Customer acknowledges that the order and related payment will be collected by LEM through its information system and - for products or services not provided directly by LEM - transmitted to the Service Provider. The organizer and the supplier are directly responsible to the customer for the conformity of the service provided to what is described on the service description page. 5. Freebies: Online bookings may include freebies that are given to the customer by the organization or third parties. For events where complimentary photos are offered, they cannot be combined. Therefore, it is not possible to request multiple photographs of the same individuals, or for groups of people in which even one individual has already been featured in other complimentary photos, or for bookings attributable to the same person, whether that person uses the same name with a different email address, or different names with different email addresses, but entered from the same computer, which is uniquely identified at the time of booking through the automatic registration of the user's IP address. Therefore, if a single booking is artificially split into multiple bookings for the purposes of the complimentary photo, the bookings identified by the same IP address will be unequivocally considered a single booking. Larger groups of users will be entitled to one complimentary photo for every eight people. The complimentary photo is excluded for single-person bookings. Participants in our events may also be awarded discount coupons to encourage and promote the purchase of services or activities managed directly by Lem srl or by third parties. Lem srl has no direct responsibility for these third-party activities with regard to liability, mandatory fees, or other restrictions to which those providing the services purchased at a discounted price by Lem srl customers must adhere. 6. Right of withdrawal. The withdrawal provisions set forth in Articles 64-67 of Legislative Decree 206/2005 (the so-called Consumer Code), relating to consumer protection regulations in the event of contracts negotiated outside of business premises or concluded remotely, are excluded for Offers concerning accommodation, transportation, catering, and leisure services pursuant to Article 13 of Legislative Decree 206/2005. 55 of the same decree: "Art. 55. Exclusions 1. The right of withdrawal provided for in Articles 64 et seq., as well as Articles 52 and 53 and paragraph 1 of Article 54 do not apply: (omissis) b) to contracts for the supply of services relating to accommodation, transport, catering, leisure, when at the time of conclusion of the contract the professional undertakes to provide such services on a specific date or within a pre-established period."

Live events will take place in all weather conditions: due to force majeure, explicit instructions from public authorities and/or supervisory and control bodies, or particularly adverse weather conditions, and at the organizer's sole discretion, the event location may be moved without notice to another location within the same location, in order to still allow the program to continue. Live event ticket booking times, where applicable, may be subject to change due to visitor numbers or other organizational or logistical reasons. In the event of delays, the organizers will extend event ticket sales beyond the scheduled time to ensure everyone has access to the event. However, if a date is cancelled by the organizers due to force majeure—other than health reasons related to the COVID-19 epidemic (in which case, as specified above, the fee paid for the live portion of the event will be refunded via voucher)—the customer will be issued a voucher equal to the amount paid for the live event, to book a visit on another date, for other events organized by LEM srl, or for the next edition, if no dates are available or the customer chooses this solution.

7. Guarantees provided by the Customer. The Customer guarantees, assuming all inherent responsibility and holding LEM, as an intermediary, harmless from any prejudicial consequences, that the data provided upon acceptance of these general conditions are truthful and allow the identification of the true identity of the Customer. The Customer also undertakes to immediately inform the Supplier in writing, including by email, of any changes to the data provided. 8. Limitations of liability. All information relating to the products sold by the Supplier is based exclusively on the data published and made available by the respective manufacturers. LEM assumes no direct, indirect, or consequential liability for the data provided by manufacturers or service providers, nor for injuries, theft, or damage suffered by the customer during the visit or in the event areas. 9. Communications. The Customer accepts that notifications and communications relating to all online services will be sent by the Supplier in electronic format (email), recognizes their full validity, and expressly waives any right to deny the content of declarations sent and/or received in electronic format. The Customer is informed and accepts that LEM will archive technical log files on its systems for the traceability of online transactions, as well as all activities carried out on the managed booking sites, and recognizes their validity for the purpose of reconstructing existing relationships. The Customer expressly authorizes LEM to process personal data for all transactions related to online sales, the development or customization of online products or services (for example, photos, including photos of minors, for personalized videos, or recording files from video calls via Zoom or other software, for which reference is made to the relevant privacy policies), and for information on activities managed by LEM or its partners directly or as an intermediary for communication and booking services, including through the sending of newsletters and informational messages via mobile phones, regular mail, or other media. 10. Applicable Law. For all ONLINE SALES services, Italian law applies exclusively. 11. Complaints, Information, and Suggestions Any complaints, requests for information, or suggestions may be sent by registered letter with acknowledgement of receipt addressed to: LEM srl Piazza San Rocco 23 - 28921 Verbania (VB) - Italy. If the complaint concerns a reservation made, always indicate the details of the reservation (number, date) and attach a copy of the order confirmation, printed or received by email.

Privacy Policy

Introduction

This Privacy Policy outlines Lem srl's practices with respect to information collected from users who access our website at www.grottadibabbonatale.it ("Site"), digital platforms for treasure hunts, self-guided tours or gaming, social channels, or otherwise share personal information with us (collectively: "Users").

 

Legal bases for data collection

Processing of your personal information (i.e., any information which may potentially allow your identification with reasonable means; hereinafter "Personal Information") is necessary for the performance of our contractual obligations towards you and to provide our booking services, to protect our legitimate interests and for compliance with legal and financial regulatory obligations to which we are subject.

When you use the Site, you consent to the collection, storage, use, disclosure, and other uses of your Personal Information as described in this Privacy Policy.

When the User uploads information or photographic material to digital platforms managed by Lem srl or to social channels, he or she consents to their use to document the activities carried out and for promotional purposes of activities and services.

Such images must not contain violent or indecent content and in the case of images of minors, the user uploading the images declares that he or she is authorized to do so as the minor's parent or guardian.

We encourage our Users to carefully read the Privacy Policy and use it to make informed decisions.

 

What information do we collect?

We collect two types of information from users.

 

The first type of information is unidentified and non-identifiable information pertaining to a User (or Users) that may be made available or collected through the use of the Site ("Non-Personal Information"). We do not know the identity of a User from whom Non-Personal Information has been collected. The Non-Personal Information collected may include aggregated usage information and technical information transmitted by your device, including certain software and hardware information (e.g., the type of browser and operating system used by your device, language preferences, access time, etc.) and is used to improve the functionality of our Site. We may also collect information about your activity on the Site (e.g., pages viewed, online navigation, clicks, actions, etc.).

 

The second type of information is Personal Information, which is personally identifiable information, meaning information that identifies an individual or can, with reasonable effort, identify that individual. This information includes:

• Device Information: We collect personal information from your devices. This information includes geolocation data, IP address, unique identifiers (e.g., MAC address and UUID), and other information related to your activity across the Site.
• Registration Information: When you register on our Site, you will be asked to provide certain details such as your first and last name, email or physical address, and other information.
• Booking information: When you book one of our events, you provide the requested information, which is essential for managing your reservations. We do not directly handle credit card or other payment information: for these services, we use leading international payment gateways (STRIPE and PayPal).
• Photographic material, email, telephone number, georeferenced information uploaded directly and spontaneously by the user to Lem srl's digital, gaming, or social platforms.

 

How do we receive information about users?

We receive personal information from various sources:

• When the User voluntarily provides personal data to register on the site or participate in an event
• When you use our Site or access it in connection with the use of our services;
• From third-party providers, services, and public registries (e.g., traffic analytics providers).
• From users themselves via gaming platforms or social channels

What information do we collect?

We do not rent, sell, or share User information with third parties except as described in this Privacy Policy.

 

We may use the information for the following purposes:

• Communicate with you – send you notices about our services, provide technical information, and address any customer support issues;
• Communicate with the User and inform him of the latest updates and services;
• Serve you advertisements when you use our Site (more information under "Advertisements");
• Market our websites and products (see "Marketing" for more information);
• Carry out analysis and statistics aimed at improving the Site
• Document activities and services through content produced by users themselves
• In addition to the various uses listed above, we may transfer or disclose Personal Information to our subsidiaries, affiliated companies, and contractors.

 

In addition to the purposes listed in this Privacy Policy, we may share Personal Information with our trusted third-party providers, who may be located in various jurisdictions around the world, for the following purposes:

• Hosting and operating our Site;
• Online booking systems and related ancillary services
• Offer you our services, including a personalized view of our Site;
• Store and process such information on our behalf;
• Serve you advertisements and help us evaluate the success of our advertising campaigns, as well as help us retarget our audiences;
• Provide you with marketing offers and promotional materials relating to the Site and services;
• Conduct research, technical diagnostics and analysis;

We may also disclose information if we believe in good faith that disclosure is helpful or reasonable to: (i) comply with any applicable law, regulation, legal process, or governmental request; (ii) enforce our policies (including the Agreement), including investigations of potential violations thereof; (iii) investigate, detect, prevent, or take action regarding illegal activities or other wrongdoing, suspected fraud, or security issues; (iv) establish or exercise our rights to defend against legal claims; (v) prevent harm to the rights, property, or safety of us, our customers, Users, or third parties; or (vi) for the purpose of collaborating with law enforcement agencies and/or as we deem necessary to enforce intellectual property or other legal rights.

 

User Rights

The User may request to:

1. Receive confirmation as to whether or not personal information about you is being processed and access the personal information stored about you, along with additional information.
2. Receive a copy of the personal information you voluntarily provided to us in a structured, commonly used, and machine-readable format.
3. Rectify personal information within our control.
4. Delete personal information.
5. Object to our processing of your personal information.
6. Restrict our processing of your personal information.
7. File a complaint with the supervisory authority.

 

However, please note that these rights are not absolute and may be subject to our legitimate interests and regulatory requirements.

 

If you wish to exercise the above rights or receive further information, please contact our Data Protection Officer ("DPO") using the details provided below:

Lem srl - Verbania - email lemcomunicazione@gmail.com - tel. 39 0323 487349

 

Conservation

We will retain your personal information for as long as necessary to provide our services and comply with our legal obligations, resolve disputes, and enforce our policies. Retention periods will be determined based on the type of information collected and its purpose, taking into account applicable requirements and the need to destroy obsolete and unused information as quickly as reasonably possible. In light of applicable regulations, we retain records containing customer personal data, account opening documents, communications, and anything else required by applicable laws and regulations.

 

We may rectify, supplement, or remove incomplete or inaccurate information, at any time and at our sole discretion.

Cookie

We and our trusted partners use cookies and other technologies in our related services, including when you visit our Site or access our services.

 

A "cookie" is a small piece of data that a website assigns to your device while you are viewing a website. Cookies are very useful and can be used for various purposes, including allowing you to navigate between pages efficiently, enabling automatic activation of certain features, remembering your preferences, and making the interaction between you and our services quicker and easier. Cookies are also used to ensure that the advertisements you see are relevant to you and your interests and to compile statistical data on the use of our Services.

 

The Site uses the following types of cookies:

 

a. 'session cookies' stored only temporarily during a browsing session to allow normal use of the system, deleted from the device when the browser is closed;

 

b. 'persistent cookies', read only by the Site, stored on the User's computer for a set period of time and not deleted when the browser is closed. These cookies are used when it is necessary to know who the User is for repeat visits, for example, to allow us to store preferences for the next time you log in;

 

c. 'third-party cookies' set by other online services that run content on the page you are viewing, for example, by third-party analytics companies that monitor and analyze access to our website.

 

Cookies do not contain any information that personally identifies you, but we may link the Personal Information we store about you to the information stored and obtained from cookies. You can remove cookies by following the instructions in your device preferences; however, if you choose to disable cookies, some features of our Site may not function properly and your online experience may be limited.

 

We also use a tool called "Google Analytics" to collect information about how users use the Site. Google Analytics collects information such as how often users access the Site, which pages they visit, when they do so, etc. We use this information exclusively to improve our Site and our services. Google Analytics collects the IP address assigned to the user on the date the user visits the sites, rather than the user's name or other identifying information. We do not combine the information collected through Google Analytics with personally identifiable information. Google's ability to use and share information collected by it about your visits to this Site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy.

Third-party information collection

Our policy only addresses the use and disclosure of information we collect from you. If you disclose your information to other parties or websites online, different rules may apply to their use or disclosure of the information you provide. Therefore, we encourage you to read the terms and conditions and privacy policies of each third party to whom you choose to disclose your information.

 

This Privacy Policy does not apply to the practices of companies that we do not own or control, or to individuals whom we do not employ or manage, including third parties we may disclose information as set forth in this Privacy Policy.

How do we take care of information?

We take great care in implementing and maintaining the security of the Site and your information. [explain our security practices, such as: we have adopted industry-standard policies and procedures to ensure the safety of the information we collect and maintain, prevent unauthorized use of such information, and require any third parties to comply with similar security requirements, in accordance with this Privacy Policy]. While we have taken reasonable steps to safeguard information, we cannot be responsible for the acts of those who gain unauthorized access to or misuse our Site, and we make no warranty, express, implied, or otherwise, that we will prevent such access.

 

Transfer of data outside the European Economic Area

Note: Some data recipients may be located outside the European Economic Area. In such cases, we will only transfer data to countries approved by the European Commission as offering an adequate level of data protection, or we will enter into legal agreements to ensure an adequate level of data protection.

Advertisements

We may use third-party advertising technologies to serve ads when you access the Site. These technologies use customer information about your use of the Services to deliver ads (e.g., by placing third-party cookies on your web browser).

 

You may opt out of many third-party ad networks, including those operated by members of the Network Advertising Initiative ("NAI") and the Digital Advertising Alliance ("DAA"). For more information about this practice by NAI and DAA members and your choices regarding having this information used by these companies, including how to opt out of third-party ad networks operated by NAI and DAA members, please visit their respective websites: http://optout.networkadvertising.org/#!/ and http://optout.aboutads.info/#!/.

 

Marketing

We may use Personal Information such as your name, email address, phone number, etc. internally or by using third-party providers to provide you with promotional materials relating to our services that we believe may be of interest to you.

 

Out of respect for your privacy rights, such marketing materials provide you with the means to opt out of receiving further marketing offers from us. If you unsubscribe, we will remove your email address or phone number from our marketing distribution lists.

 

Please note: Even if you have unsubscribed from receiving marketing emails from us, we may send you other important email communications without offering you the opportunity to opt out. These communications may include customer service announcements or administrative notices.

Corporate transaction

We may share information in the event of a corporate transaction (such as the sale of a significant portion of our business, a merger, consolidation, or asset sale). In such an event, the transferee or acquiring company will assume the rights and obligations as described in this Privacy Policy.

Minors

We understand the importance of protecting children's privacy, especially online. Under no circumstances do we allow minors to use our services without the prior consent of a parent or legal guardian. We do not knowingly collect personal information from minors. If a parent or guardian becomes aware that a minor has provided us with personal information without their consent, they should contact us at lemcomunicazione@gmail.com.

Please note that our company organizes public events, during which live streaming is often performed or images are taken for publication on social media and websites. By participating in the event, the guardian authorizes the use of such images but will always have the right to request their removal.

In the case of images of minors, the user who uploads them to digital, gaming, or social platforms declares that he or she is authorized to do so as the minor's parent or guardian.

 

Updates or changes to this Privacy Policy

We reserve the right to periodically modify or revise this Privacy Policy; material changes will be effective immediately upon the display of the updated Privacy Policy. The last revision will be reflected in the "Last Updated" section. Your continued use of the Platform following notification of such changes on our website constitutes your acceptance and consent to such changes to the Privacy Policy and your agreement to be bound by their terms.

How to contact us

For any general questions about the Site or the information we collect about you and how we use it, you can contact us at lemcomunicazione@gmail.com

 

Lem srl - Verbania CF and PI 02380720033

 

Last modified May 14, 2023