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General Terms and Conditions – Gulf of Naples transport services
Updated October 10th, 2024
Article no. 1 – Whereas
1.1 The present General Terms and Conditions (“GTC”) governs the maritime transportation of passengers from the port of departure to the destination port, in accordance with the Articles 396 and subsequent of the Italian Navigation Code, of national and international laws and EU Regulation no. 1177/2010.
1.2 Regards to the present GTC, the following definitions define:
- “Passenger”: is any person who has purchased a ticket issued by the carrier through its direct (ticket offices, website, web app) or indirect sale channels (partner and/or authorized agencies) and travels on the vessels designated for the connection.
- “Carrier”: is SNAV S.p.A., herein after referred to as “Company”. The maritime carrier is usually the contractual carrier. The vessel used for transport may be part of SNAV’s fleet or another actual carrier, used by any title.
- “Maritime passenger transport service”: is the commercial transport of passengers by the sea, on the route specified upon the ticket, including on – board accommodation and any accompanying vehicle, if applicable, at the scheduled departure time. The crossing time is indicative and not binding, calculated on basis of the distance between the departure port and the arrival port at favorable weather – marine conditions;
- “Boarding ticket”: is a travel voucher or the ticket;
- “Vessel”: is any type of watercraft used by the Carrier to fulfill the transport contract.
1.3The Carrier undertakes to transport the passenger and, in the case that the type of Vessel could embark vehicles, any accompanying vehicle in accordance with the transport conditions specified below. The passenger agrees to review and comply with these conditions prior to purchasing the ticket, thus fully acknowledging and accepting the same. These terms are considered known and accepted by anyone shall purchase and/or use the passage tickets issued by the Company.
1.4 Any other services provided by the carrier should be considered sold separately and they not shall be considered part of the contract of transport, as well.
1.5 Tre present transport agreement shall be exclusively applied if SNAV shall be the Carrier and if the Maritime passenger transport service shall be issued in the Gulf of Naples.
Article no. 2 – Ticket
2.1 The ticket is personal, non-transferable and valid only for the specified transport. Passenger must keep ticket throughout the journey to justify the right to travel and must present it to the Company’s personnel upon request. If a Passenger is travelling on-board without the ticket, the Company’s crew shall be entitled to request the payment of the double of the original price of the ticket, in addition to any penalties specified by Article 40, paragraph 4 of regional law no. 3/2002. Tickets with scratches and/or corrections shall be considered invalid. Any unused ticket by the indicated departure date shall be considered no more valid, and no shall be refundable. The Company shall not issue duplicates for lost or stolen tickets. Passengers are responsible for correctly providing the information required during the online booking process. Passengers must immediately contact SNAV’s Contact Center if they do not receive their purchased ticket online or via the Contact Center, and verify the accuracy of the provided data.
2.2 Children – Children under the age of 2 years old can travel free, without an assigned seat. If a child occupies a seat, the rate fee applicable to their age category must be paid. Children between 2 and 12 years old shall pay the rate fee for children. Once they turn 12, they must pay the full rate fee. The purchase shall give evidence of the child’s age both at the time of ticket purchase and at boarding, if requested.
The rate fee applicable shall be based on the child’s age at the time of travel. No children fee reductions shall be granted after that the tickets are issued. Passengers under the age of 14 years old cannot travel alone; they need to be supervised at all times by a parent or a trustee and cannot move around the Vessel unaccompanied. The Carrier shall not be liable for any harm experienced by minors in violation of the present GTC. Passengers aged between 14 and 18 years old may travel alone, provided they have written permission from the person who has the legal right to authorize the travel and that, at the same time, indemnify the Carrier from any responsibility. In absence of the aforementioned written authorization, the Company shall deny the embarking of the passenger. In such cases, any refund shall be recognized in favor of the passenger.
2.3 Supplements, port taxes, and fees – The ticket price includes any applicable and variable surcharges, taxes and port fees, and presale fees up to €1.50 and booking fees of €1.00 per booking.
2.4 Rates – For the routes designated as “regionali” SNAV must apply the rates set by the relevant public authorities. For the other routes, SNAV has the flexibility to implement the price that best suits its commercial interests.
2.5 Discounted rates for residents of the Gulf of Naples Island– The passengers with residence in an island of the Gulf of Naples can benefit from discounted rates. In order to receive the benefit, the passengers must provide to the ticket office valid documentation as well as for checks at the boarding area and on board. Passengers, also, may certify their residency by completing a self-declaration form, in accordance with Article 46 of D.P.R. 445/2000, which staff will provide. The properly filled and signed self-declaration must be provided to ticketing staff to facilitate checks as outlined in Article 71 of D.P.R. 445/2000. If passengers do not provide a self-declaration or suitable documentation for proving their residency, they must pay the full ticket price. No refund shall be granted for the resident ticket purchased without the appropriate documentation, and such tickets will be withdrawn. It is important to note that this conduct is subject to legal penalties. Furthermore, administrative sanctions shall be applied as stated in Article 40, paragraph 4 of Regional Law No. 3/2002. A request submitted to the relevant registry office for a change of residency does not serve as valid documentation to prove residency and does not entitle the applicant to the residents’ discount. Residents may purchase their tickets online up to the day before boarding; check-in will occur at the boarding area, where staff will verify residency based on the identification document. In order to prevent fraud, ticket counters are strictly prohibited from issuing boarding passes at the resident fare in the days leading up to departure.
2.6 Onboard and Shore Controls – The Company, may conduct checks on the travel documents at boarding points or even during the voyage, utilizing inspectors or its own land or onboard staff. Passenger must cooperate with the inspection personnel in order to facilitate embarking operation and present an identification if they hold a resident ticket.
2.7 Invoices – Tickets do not serve as invoices and it is considered as receipts. A passenger could request an invoice of the purchased ticket exclusively at the time of ticket purchase, providing the necessary information for the issuance of the electronic invoice. After the purchase, it is not possible to request an invoice and for travel documents purchased through the website www.snav.it, the request for invoice issuance must reach our company within 24 hours of booking by completing the online form available at the link https://www.snav.it/fatture.
2.8 Subscriptions/card – Holders of subscription cards and Cards must strictly adhere to the conditions for issuing and using these cards. If a subscription holder is unable to present their card to the boarding staff or on board, they shall be face the administrative penalties outlined in paragraphs 4 and 6 of Article 40 of Regional Law No. 3/2002.
Article no. 3 – Health Conditions
3.1 The Master has the right to deny embarking to anyone that is in physical or mental conditions that would not allow them to undertake the journey. This applies to anyone that, due to substance abuse, including drugs, hallucinogens, or alcohol, or due to illness or infirmity, poses a danger to other passengers. In such cases, the Passenger shall not be entitled to any compensation for damages and shall be liable for any damages caused to the vessel, its equipment, and third parties, as well as to their belongings. If SNAV accepts a passenger on board, this not means that the Company not could change its mind in a second moment.
3.2 Passengers with reduced mobility, disabilities, health issues, or any other individuals requiring special assistance must inform the Carrier at the time of booking. The passenger could request assistance at the ticket office or by calling the Contact Center at 081.42.85.555. Alternatively, when booking online, passengers should check the appropriate box on the passenger data form to declare their condition of reduced mobility. The passengers with specific needs could provide suitable documentation confirming these needs at least 48 hours prior to the scheduled departure. This procedure allows the Carrier to arrange the necessary assistance and to verify the feasibility of the transport. Passengers can fill out the online web form available at the link https://www.snav.it/pmr.
3.3 For pregnant women or women with uncomplicated pregnancies, after the sixth month, it is important to get a medical certificate, dated no more than seven days before the trip. The above-mentioned certificate has to confirm that pregnant can travel. The pregnant must provide the certificate to the Master of the Vessel, if asked.
In other situations, pregnant passengers need a medical certificate that allows them to travel by sea, no matter how far along they are in their pregnancy. However, the Captain has the right to refuse boarding if they think the passenger is not fit to travel.
Article no. 4 – Embarking Presentation
Every passenger needs to check in at the ticket office to get their boarding pass at least thirty (30) minutes before the departure time on their ticket. Passengers must carefully check if there are any changes to the departure time and confirm the departure gate before they leave. If the name of the vessel is on the ticket, it is just for reference. Another vessel, possibly from a different company, may actually make the journey. The carrier is not responsible if the passenger makes a mistake about the departure gate or the ship for the trip.
Article no. 5 Embarkation and Disembarkation of Vehicles
5.1 On Vessel that carry both vehicles and passengers, vehicles embark in the order set by the crewmembers. Passengers must make sure their vehicles are embarked and parked correctly. This includes engaging the handbrake, putting the vehicle in gear, turning off alarms and anti-theft systems, closing windows, leaving the locks open, and hanging the ignition key from the dashboard. Passengers must follow the crew’s instructions during loading. For safety reasons, vehicles carrying dangerous goods are not allowed. Additionally, if a vehicle runs on LPG, methane, or is hybrid or electric, this must be reported when booking and to the boarding staff. These vehicles shall place in a special area on the ship. The fuel tank valve must be closed and the vehicle must be running on gasoline when it is loaded.
5.2 The length of vehicles includes everything, like tow hooks, trailers, and other attachments. Passengers must let us know about any campers, caravans, SUVs, or vehicles that are taller than 1.80 meters or wider than 1.85 meters when they book. The vehicle is accepted as a single unit without a value declaration. If passengers want to declare their vehicle’s value, they must do it in writing before buying the ticket. If passenger declare a value, the transportation cost shall be based on that declared value. Any value declarations made after buying the ticket shall not be accepted.
5.3 SNAV could be considered liable for the loss and damages of the vehicle accompanying the passenger, within the limits established by Articles. 422 and 423 of the Navigation Code. This liability occurs exclusively if the incident is attributable to the company. The accident must be denounced to the crewmembers at the time it occurs, leading to the preparation of a damage report by the vessel’s command. In absence of an on-board report, the Carrier shall not be liable for the reported incident.
5.4 If the characteristics and dimension of the vehicle do not match those declared by the passenger and noted on the ticket, embarkation shall be allowed after the onboard staff verifies availability and receives payment for any price differences. Failure to comply with these requirements may lead to ticket cancellation.
5.5 SNAV does not bear any liability for passengers’ potential non-compliance with the prefectural orders regarding the disembarkation of vehicles on the islands of the Gulf. Each passenger must check in advance whether they can board and disembark their vehicle on the islands and must obtain any required authorizations. No refunds are available.
5.6 Bicycles, electric bikes, and scooters: Passenger can bring bicycles, electric bikes, and scooters on the company’s boats, but you must follow the rules below. These rules are designed to keep everyone safe and make good use of space.
Passenger can only bring foldable bicycles and scooters (both electric and non-electric) that can be folded down and placed in a suitable bag. Also, for safety during the journey, passenger must turn off the power battery for electric bikes and scooters before boarding.
For non-foldable scooters and bicycles, passenger can only bring them on certain boats that have space for them in the garage. This depends on availability and the company’s decision.
To bring these vehicles on board, passengers needs the right travel document.
The company is not responsible for any damage that may happen to your vehicles while on the boat, during boarding, or when getting off. They are also not liable for any damage caused to property or people if passenger does not follow these rules.
Article no. 6 Luggage
6.1 Luggage includes suitcases, travel bags, trolleys, backpacks, and duffel bags that contain the passenger’s personal belongings. These items are typically transported in luggage, travel bags, boxes, crates, and similar containers that accompany the passenger. Trade travelers may bring samples on board as luggage, but they must ensure compliance with customs regulations.
6.2 Carry-On luggage – Passengers are entitled to bring one only carry-on luggage on board with maximum dimensions of 50x35x20 cm and a weight not exceeding 9 kg. Passengers are responsible for verifying the weight and size limits for their luggage. If the luggage exceeds the specified weight and dimensions, as well as for additional luggage, passengers must purchase a “luggage ticket.” This ticket can be bought exclusively online during the booking process, at the ticket office at check-in, or at the time of purchasing the travel ticket. Under no circumstances can the luggage ticket be purchased aboard the vessel. The luggage ticket serves solely as proof of travel for the luggage itself. If passenger is found on board without a luggage ticket, passenger shall pay double of the price of the ticket for the luggage
The luggage is considered unregistered (not checked in) and is therefore not entrusted to the carrier for safekeeping.
6.3 The transportation price does not include fees for any luggage services, which are considered ancillary services not provided by the company. Each passenger is allowed to bring their luggage to their assigned seat. If the luggage is too large to fit in the assigned seat, the passenger can place it in the areas designated by the crew, provided their luggage ticket. Passengers must not place luggage on seats or in a manner that obstructs other passengers. Passengers are liable for their luggage and its contents until the disembark operation. SNAV shall not be liable for any damage or loss related to passengers’ luggage, as handling is solely the passenger’s responsibility.
In the event of loss or damage to luggage, the passenger must report the incident immediately to the crew that prepare a damage or loss report.
6.4 Any claims related to loss or damage of luggage, subject to verification of the carrier’s liability, are limited to the amounts specified in Article no 412 of the Navigation Code, which sets the limit at euro 6,19 per kilogram. This applies only if the passenger reports the issue immediately and the crew confirms the damage, leading to an entry by the ship’s captain in the logbook. Failure to report visible damage to luggage will result in the loss of rights under Articles 412 and 435 of the Navigation Code and Regulation (EC) 392/2009.
6.5 Passengers are responsible for submitting a written complaint within fifteen days from the date of disembarkation or the return of their luggage, or from the date when the return was supposed to take place, but only in cases of non-visible damage or lost luggage (Article 15 of Regulation EC 392/2009).
6.6 Lost & Found –The Company is not responsible for the loss of personal belongings or luggage left aboard the vessels. Passengers can report a lost item by filling out the “Complaints and Suggestions form” on the website www.snav.it. Any luggage left on board or in the boarding area unattended and not claimed by any eligible passenger shall be kept in a location deemed suitable by the Company for a maximum period of 30 days. After this period, unclaimed found items shall be handed over to the Mayor of the municipality where the item was found.
Article no.7 – Pets
In order to be allowed on-board, domestic animals must possess a valid ticket, a veterinary certificate confirming their good health, and proof of external parasite treatment. Owners must ensure their dogs are registered with the canine registry. Passengers assume full responsibility for the care and supervision of their domestic animals. Passengers are liable for any damage caused to property and/or third parties by their animals. The carrier disclaims any liability for the seizure or euthanasia of animals by Health Authorities at the embarkation/disembarkation port, as well as for any injuries to animals, their escape, loss, or death occurring during transport or while boarding and disembarking, except in cases of proven malice and/or negligence on the part of the carrier. In accordance with the Ordinance of the Ministry of Health dated August 27, 2004, dog owners are required to use muzzles and leashes in public places and on transport vehicles. Domestic animals must be small or medium-sized; for particularly large animals, boarding may be denied or accepted only under conditions that do not inconvenience or harm other passengers.
Article 8 –Failed departure
The passenger who fails to check-in on time or does not board the vessel, is not entitled to any refund, not even partial one, of the amount paid. Furthermore, no refund shall be granted if the Passenger checks in but does not arrive in time for boarding. In no circumstances can SNAV be held responsible if the passenger’s failure to board is caused by events that are not directly attributable to the carrier (e.g., external events, traffic congestion, etc.).
Article 9 – Cancellations, Delays, and Interruptions of Travel
9.1 In instances specified by the Navigation Code and in cases of objective necessity and/or force majeure, the carrier may cancel the scheduled departure, modify the itinerary (by adding or omitting stops), or change the port of departure.
In the event of a departure delay, the passenger is guaranteed the rights to information and assistance as provided in Articles 16 and 17, along with the protections outlined in Article 18 of EU Regulation No. 1177/2010, subject to the exceptions listed in Article 20 of the same Regulation. If there is a delay upon arrival at the destination port, and if the relevant conditions are met, the passenger is entitled to compensation as stated in Article 19 of EU Regulation No. 1177/2010, with the aforementioned exceptions still applying.
9.2 The Captain has the full authority to navigate without a pilot, assist and tow other vessels in any circumstance, and deviate from the regular route in any direction, for any distance, and for any purpose related to their responsibilities as Captain, as outlined by the Navigation Code and International Conventions. Accordingly, the Captain may alter the vessel’s itinerary, even if it involves a change in direction or exceeding the usual route, and transfer passengers and vehicles to any other vessel or mode of transportation, whether owned by the carrier or not, heading toward the destination port.
9.3 The carrier shall not be liable for damages resulting from delays and/or the failure to execute the transport accurately if such events arise from unforeseen circumstances, force majeure, adverse weather or sea conditions, strikes, technical failures constituting force majeure, or other causes not attributable to the carrier in accordance with Articles 402, 403, 404, and 408 of the Navigation Code and as specified in Article 20 of EU Regulation No. 1177/2010.
9.4 Under no circumstance the carrier shall be deemed liable for delays due to port operations.
Article no. 10 Refunds and changes
Once concluded, the contract cannot be revoked by either party. However, in deviation from Article 400 of the Navigation Code, SNAV allows passengers who purchased tickets online or through the call center and no longer wish to travel to receive a partial refund. Passengers must submit the refund request by completing the online web form available at https://www.snav.it/rimborsi.
Excluding pre-sale and booking fees that remain the passenger’s responsibility and are non-refundable, the refund is 100% of the ticket price if the web form is submitted at least 60 days before departure, 80% if submitted between the 59th day and 48 hours before departure, and 50% if submitted between 48 hours and 4 hours before departure. No refund applies if the passenger cancels from 4 hours before departure to the time of departure or fails to show up for any reason. The web form related to refund requests must reach callcenter@snav.it in the specified timeframe. Any submission to other email addresses belonging to the company shall not be processed.
The total price of tickets with special rates as mentioned in the subsequent article or promoted in informational brochures, websites, or travel agencies is non-refundable .Passengers shall not receive any refund if they submit a cancellation request within 4 hours prior to departure or after departure. Additionally, if a passenger fails to show up for boarding for any reason (no show), they are not entitled to a refund. The web form for refund requests must be sent to the email address callcenter@snav.it within the aforementioned time frames. Any requests sent to other email addresses associated with the company will not be processed or considered.
Tickets are valid only for the date, route, and time specified on them. However, contrary to the above provisions, SNAV allows passengers the right to change the date, route, and/or time, subject to seat availability.
Partial modifications to the booking are not permitted under any circumstances, meaning no partial cancellations are allowed. Therefore, if multiple tickets are purchased under a single reservation, no refund will be granted for a request made by an individual passenger who is unable to travel for any reason with the company.
For ticket modifications made at least 30 days before the departure date, the passenger shall not incur any modification fee, and only the difference in fare shall be applied. For ticket modifications made between the 29th day and 1 hour prior to departure, the passenger must pay €2.50 for each modified leg if the new ticket’s price is equal to or lower than the original price. Any modification to the issued ticket does not entitle the passenger to a refund. If, as a result of the changes, the new ticket is priced higher than the original, the passenger must pay €2.50 for each modified leg plus the fare difference.
Article no. 11 – Passenger Complaints and Reports
According to the principle of good faith in contract execution, passengers must promptly report any issues to the on-board staff so that the company can address them swiftly. For any issue related to on-board accommodations, passengers can contact the on-board personnel. To allow passengers to share their feedback or report complaints, including requests for compensation for delays (pursuant to Article 19 of EU Regulation 1177/10), ticket-holding passengers may submit complaints and/or suggestions by filling out the “complaints and suggestions” form available on the website www.snav.it.
Alternatively, ticket-holding customers may send a registered letter with acknowledgment of receipt to SNAV S.p.A. – Legal Department, Stazione Marittima, Molo Angioino 80133 Napoli. Requesters must provide their first and last names, contact details, and attach a copy of the ticket and/or named boarding pass for the journey, detailing the service disruption experienced, while expressly authorizing SNAV S.p.A. to process their personal data. Compensation requests are individual in nature. Passengers may submit complaints or compensation requests on behalf of other individuals with the same travel title only if expressly authorized by them.
Passengers’ rights concerning delays and/or compensation requests expire if not exercised and/or submitted to the Legal Department using the “complaints and suggestions” form, a registered letter with acknowledgment of receipt, or via certified email at ufficiolegalesnav@pec.it (which can only receive emails from certified email accounts) within two months from the date of disembarkation or the expected disembarkation date.
Injuries or damages incurred by individuals and/or property must be reported immediately to the command of the vessel on which the journey took place. Failure to do so will result in no liability being assigned to the carrier.
Article no.12 – Passenger Information and Data Processing
12.1 The carrier processes personal data solely for the purpose of fulfilling the contract and complying with legal obligations, in full accordance with the provisions of the aforementioned regulations and Article 6 of EU Regulation No. 679/2016, as indicated in the privacy notice available at www.snav.it/privacy.
12.2 SNAV assumes no liability for the publication on the web of videos and/or photos taken onboard by passengers that capture other individuals present on the vessel.
Article no. 13 – Safety Information
13.1 Passengers must remain seated in their assigned seats while navigating. Passengers are not allow to stay the external areas of the fast vessels. If passengers do not comply with this rule the company disclaims any responsibility. In accordance with current regulations, passengers must present their ticket and identification document if requested by a vessel officer. Passengers must also consent to any inspections of their luggage if required. Port authorities may also carry out these checks. It is important to note that during the docking of ships and fast vessels in port, approaching within 50 meters of them and their moorings is prohibited. Furthermore, the Company informs that port authorities may impose additional requirements and the payment of unspecified additional fees.
13.2 Passengers are strictly prohibited from bringing weapons of any kind, ammunition, explosives, fuels, or other harmful or dangerous substances on board.
13.3 Passengers cannot bring on board any illegal drugs or substances or possession is prohibited by the laws and current regulations.
13.4 If, at the time of boarding or during navigation, it is determined that a passenger possesses weapons or appears under conditions (due to illness, intoxication, or other reasons) that pose a risk or discomfort to themselves or others, the captain may deny boarding and/or take all legal measures as required.
13.5. Passengers are strictly prohibited from using unauthorized drones on board.
Article no. 14 – Limitation Period
Rights arising from the contract for the transportation of persons, luggage, and vehicles are subject to the limitation periods specified in Articles 418 and 438 of the Navigation Code.
Article no. 15 – Applicable Law and Jurisdiction
The present GTC are governed by Italian law and shall be interpreted accordingly to.
In case of any disputes, the sole jurisdiction shall be that of the location where the Company has its legal headquarters. However, if a passenger residing in Italy qualifies as a consumer under current Italian regulations, jurisdiction shall be in the court of their residence or domicile.
