Booking, amendment, cancellation and refund policy

The terms governing requests, confirmations, changes and payments for Carolina Ranch experiences, set out clearly. Last updated: September 2026.

01Booking and confirmation

Carolina Ranch experiences are available by booking only. For activities that require availability to be checked in advance, the customer’s request does not automatically constitute a confirmed booking.

Before confirmation, the following may be checked: availability on the requested date, number of participants, ages, specific requirements, weather and operating conditions, and any special needs. The booking is considered confirmed in the manner communicated by Carolina Ranch.

Simply sending a request for information or availability does not entail any obligation to purchase.

02Changes to a booking

Where possible, Carolina Ranch seeks to accommodate a change of date rather than a cancellation. The request must be made promptly and is subject to availability, the season and operating conditions. If the new date is not available, the cancellation terms apply.

03Cancellation by the customer

The customer may give notice of cancellation using the contact details provided in the confirmation. For the purposes of the cancellation terms, the time at which Carolina Ranch receives the notice is taken as the relevant time.

More than 72 hours

Rescheduling or a voucher for 100% of the amount paid, as agreed.

Between 72 and 24 hours

Rescheduling where available, or a voucher for 50% of the amount paid.

Less than 24 hours / no-show

No voucher or rescheduling is normally offered. Carolina Ranch may assess special circumstances on a case-by-case basis.

The above terms apply without prejudice to any mandatory rights granted by law.

04Failure to attend (no-show)

In the event of failure to attend without prior notice, the experience is deemed not to have been used and normally gives no entitlement to a refund, voucher or rescheduling, without prejudice to any mandatory rights or to special circumstances assessed by the Ranch.

05Late arrival

The customer is required to arrive at the agreed place and time. Late arrival may affect the duration of the experience or whether it can take place at all. If the delay makes it impossible to carry out the activity without compromising safety, the programme or other participants, Carolina Ranch may be unable to reschedule the activity. It is therefore important to notify us promptly of any delay.

06Weather, safety and operating conditions

The safety of participants, guides and animals takes priority over carrying out the experience. Carolina Ranch may change, postpone or cancel an activity when weather conditions, the condition of the ground, routes, animals or vehicles, or other operating circumstances make the experience unsafe or impossible to enjoy properly.

When an experience is cancelled or postponed by decision of Carolina Ranch for reasons not attributable to the customer, the customer is not treated as having cancelled. A new date, a voucher or another solution provided for under the applicable terms may be offered.

07Changes to the programme

The programme may be changed when necessary for reasons of safety, weather, route conditions, animal welfare, organisational requirements or other objective circumstances. Where a substantial change makes it impossible to offer the experience with the essential features communicated, Carolina Ranch will propose an alternative solution or other remedy in accordance with the circumstances and the applicable law.

08Participation requirements

Each experience may have requirements relating to age, weight, driving licence, a physical condition compatible with the activity, clothing, footwear, maximum number of participants and other safety aspects. The customer must check the requirements and give advance notice of any particular conditions.

For the experiences currently approved: horseback riding ages 14+ and maximum 95 kg; quad drivers must hold a valid full car driving licence (category B) and passengers must be at least 6 years old. Any specific requirements stated on the page of the individual experience also apply.

09Gift Card

Gift Cards are linked to a specific Carolina Ranch experience. They are valid for 12 months from the date of purchase, unless different conditions are stated in the offer.

The date of the experience does not need to be chosen at the time of purchase. The recipient contacts Carolina Ranch afterwards to agree on a date, subject to availability and to the conditions of the experience.

The Gift Card does not guarantee the availability of any particular date or period, and the requirements of the purchased experience continue to apply. The rules governing withdrawal, cancellation, refund or replacement of the Gift Card must be reviewed and drafted by the consultant in relation to the actual structure of the offer.

10Payments

Payment is made using the methods indicated by Carolina Ranch. Once the date, experience and conditions have been agreed, online payment may be used to complete the booking in accordance with the instructions received.

Payment of any sum must not be interpreted as automatic confirmation of a date where availability must first be checked.

11Refunds

Where a refund is due under the applicable conditions, Carolina Ranch will issue it in the manner and within the time frames communicated to the customer. Where possible, the refund is made using the same payment method, unless otherwise agreed or otherwise provided for by the applicable rules.

The time taken for the funds to be credited back may depend on the payment method and on the institution handling the transaction. The conditions relating to vouchers and refunds do not limit the mandatory rights granted under current legislation.

12Right of withdrawal

For distance purchases, the provisions of the Italian Consumer Code (Codice del Consumo) on the right of withdrawal apply, in the cases and in the manner provided for by law.

The right of withdrawal does not apply where one of the specific exceptions provided for by law applies. In particular, the Consumer Code provides for an exception for services relating to leisure activities where the contract specifies a particular date or period of performance.

The applicable rules must be assessed in relation to the specific type of purchase. The conditions relating to individual experiences and to Gift Cards must therefore be presented separately and clearly before purchase.

13Liability and safety

Participation is subject to compliance with the instructions given by Carolina Ranch and by the guides. Participants must follow the instructions received before and during the activity.

Nothing in this Policy is intended to exclude or limit any rights or liabilities that cannot lawfully be excluded or limited under current legislation.

14Contact

WhatsApp / Phone: +39 348 655 3944 · Email: info@carolinaranch.it

To help us handle your request, we recommend stating your first and last name, the experience chosen, the number and ages of participants where relevant, the preferred date or period and any other specific information.

15Validity of this Policy

This Policy applies to bookings and purchases made after its publication, except as otherwise provided by current legislation or by specific conditions communicated to the customer before purchase.

Carolina Ranch may update this Policy whenever necessary to reflect changes in its activities, organisational arrangements or the applicable legislation.