Terms of Service

Art. 1 – Definitions

1.1. “YourButler24” or “Service”: a personalised assistance, reception and concierge service which includes the use of an electric microcar as an ancillary and instrumental component of the main service, within the limits set out in these Terms and Conditions and applicable law.

1.2. “User” or “Customer”: an adult who purchases the Service, including for the benefit of other persons belonging to the group specified in the booking.

1.3. “YourButler24” or “Provider”: YourButler24 S.r.l., the contracting party responsible for the Service purchased on the Website. Full company identification details and contact information are set out in the corporate information published on the Website before purchase.

1.4. “Booking”: a purchase request accepted through the Provider’s channels, followed by confirmation sent to the contact details provided by the User.

1.5. “Operating Area”: the geographical area within which the Service may be organised and provided, subject to availability, the duration purchased and operating conditions.

1.6. “Ancillary Activities”: services complementary and instrumental to personalised assistance, including organisational errands, agreed stops and ancillary use of the electric microcar, within the applicable legal and operational limits.

1.7. “Personal Assistant” or “Butler”: the personnel appointed to provide assistance and concierge activities on behalf of the Service organisation, who do not assume any personal contractual obligations towards the User.

1.8. “Related Services”: any services other than YourButler24, including transport, tourism, accommodation or commercial services, used in connection with the Service without merging the respective contractual relationships.

Art. 2 – Subject Matter and Performance of the Service

2.1. These Terms and Conditions exclusively govern the YourButler24 Service offered on the YourButler24 website, comprising personalised assistance, reception and concierge activities, in the course of which an electric microcar is used on an ancillary basis.

2.2. YourButler24 constitutes an independent personalised assistance and concierge service, pursuant to the principle of freedom of contract under Article 1322 of the Italian Civil Code.

2.3. YourButler24 may be coordinated with services provided by the Provider or third parties without automatically combining the respective contractual relationships; the specific terms governing those other services shall continue to apply.

2.4. The main service is personalised assistance. Use of the electric microcar is an ancillary and instrumental element of the performance of the YourButler24 experience and does not, in itself, constitute a separate contractual transport service.

Art. 3 – Eligible Users and Scope of Application

3.1. YourButler24 is available to Users who meet the booking requirements published on the Website; possession of a Terravision ticket or any other travel document is not required.

3.2. The User books YourButler24 subject to availability in respect of the date, location, duration, number of persons and requested features. The organisation of the Service, including use of the microcar, is subject to confirmation by the Provider.

3.3. Any packages or offers combining YourButler24 with other services shall be described before the order is placed and shall not affect the contractual independence of the Service.

Art. 4 – Scope of the Service and Ancillary Activities

4.1. YourButler24 primarily consists of personalised assistance, reception, information support and concierge services, with ancillary use of an electric microcar in accordance with the applicable operational and safety requirements.

4.2. By way of example, where available and agreed, the Personal Assistant may: (a) assist with arrival or departure arrangements; (b) provide information about the city and tourism or sustainable mobility opportunities; (c) offer organisational support for appointments, bookings and minor errands; (d) assist with the delivery or collection of small items or keys by prior agreement; (e) accompany the User during brief stops at places of interest and assist with taking photographs.

4.3. Specific activities are subject to availability, feasibility, applicable law and prior operational agreement. Services not expressly confirmed, activities reserved to licensed professionals, childcare or specialised security services are not included.

4.4. The use of the electric microcar is an ancillary component of the performance of personalised assistance and is subject to vehicle availability, applicable legislation and technical and safety conditions.

4.5. If, for technical, operational or safety reasons, the microcar cannot be made available, the Provider shall promptly inform the User and, where available, propose an alternative solution subject to the User’s acceptance. Failing agreement, any remedies and refunds due under applicable law shall remain unaffected; the Service shall not automatically be converted into assistance without a microcar.

4.6. As part of the experience, personnel may explain the features and benefits of electric micromobility solutions, without any obligation to purchase. Any product discounts or offers shall apply only where expressly provided for under the relevant commercial initiatives.

4.7. Any intermediate stops or additional activities must be requested in advance and remain subject to the booked time; the total duration of intermediate stops may not exceed 10 (ten) minutes.

Art. 5 – Purchase, Booking and Organisation

5.1. YourButler24 may be purchased through the procedures made available on the YourButler24 website.

5.2. Before placing an order, the User shall provide the information necessary to organise YourButler24: date, time, meeting point, end location, persons involved, any accessibility requirements and additional requests, limited to strictly necessary data.

5.3. The User warrants that the information provided is complete and accurate and shall promptly communicate any changes.

5.4. The purchase confirmation shall specify YourButler24, the booking reference, date, time and meeting point, duration, included services, price and assistance contact details. Confirmation shall be sent on a durable medium together with the applicable contractual terms and legally required information.

5.5. Customisation requests are subject to availability, feasibility and operational time constraints.

5.6. YourButler24 may refuse requests that are incompatible with applicable rules or safety requirements, acting in good faith and promptly informing the User.

5.7. The User shall be identified through the booking reference and any other strictly necessary means. Presentation of an identity document may be requested only where justified by Service requirements or legal obligations.

Art. 6 – Duration, Operating Area and Fees

6.1. YourButler24 is organised according to the duration of assistance and the number of persons assisted. The price, duration and features of the Service, including ancillary use of the electric microcar, shall be made available to the User before purchase.

6.2. YourButler24 has a standard duration of 30 (thirty) minutes. Assistance is provided within the Operating Area indicated on the Website, ordinarily within a geographical range of 5 (five) km, which may be extended to 10 (ten) km where operational availability permits. These limits define the organisational scope of the assistance service and do not constitute a transport fare. The electric microcar is used as an ancillary component of the main service.

6.3. The base fee for YourButler24 is:

• EUR 10.00 for assistance to one person;
• EUR 12.00 for assistance to a group of two or three persons.

6.4. Where an extension of the duration of YourButler24 beyond the time initially purchased is requested and accepted, the following additional fees shall apply:

• EUR 2.00 for each additional 5 (five) minutes, for one person;
• EUR 2.50 for each additional 5 (five) minutes, for a group of two or three persons.

Any extension is subject to the Provider’s operational availability and must be agreed with the User in advance.

6.5. The total price of the Service, including all applicable mandatory charges, shall be communicated to the User before completion of the order. Any additional services, extensions of time or further charges not included in the originally communicated fee require the User’s prior agreement and consent, in compliance with applicable law.

6.6. On expiry of the purchased time, the Service shall be deemed completed, without prejudice to any extension previously agreed with the User and accepted by the Provider, subject to operational availability.

6.7. Promotional offers, benefits for combined purchases or other commercial arrangements shall apply only where expressly provided for on the Website for the purchased Service, on the terms stated therein.

Art. 7 – Communications Following the Service

7.1. Following completion of the Service, YourButler24 may send communications strictly relating to contract performance, feedback collection or complaint handling, in compliance with applicable rules.

7.2. Promotional communications and disclosure of data to third parties for marketing purposes are subject to appropriate legal bases and privacy notices, with consent obtained where required.

Art. 8 – MicroEcoBonus Relating to YourButler24

8.1. Following the actual provision of YourButler24, the MobilityEcoBonus (MEB) shall be available through redemption of a promotional voucher equal to 100% of the base fee paid for the Service, in accordance with the initiative’s terms made available before purchase. The voucher may be used on the Terravision Mobility e-commerce website and at participating physical stores of Terravision Electric S.p.A., as part of the commercial cooperation between the companies.

8.2. Following provision of YourButler24, the User shall receive instructions for redeeming the voucher at the email address provided when booking. Before the voucher is used, the identity of the issuer, eligible product or service categories, any exclusions, and the procedures for partial use of the credit and management of any remaining balance shall be specified.

8.3. The MicroEcoBonus voucher relating to YourButler24 shall be valid for 24 months from issuance, may be combined with other vouchers and may be transferred to third parties, subject to the technical conditions of use clearly communicated before issuance.

Art. 9 – Minors and Persons Requiring Assistance

9.1. The Service may be booked only by adults.

9.2. Minors may use the Service only when accompanied by a responsible adult, except for other services expressly regulated and lawfully available.

9.3. YourButler24 does not include medical, nursing or social and healthcare services, lifting or physically transferring persons, or any form of specialist assistance. The electric microcars currently used to provide the Service are not equipped to carry persons who need to remain seated in their own wheelchairs while on board. Accordingly, the Service cannot be provided where the User’s specific mobility needs are incompatible with the vehicle’s technical and accessibility characteristics. Persons with disabilities or reduced mobility who can access and use the microcar safely may still use the Service, in compliance with applicable law.

9.4. The microcars used for YourButler24 are not equipped to accommodate persons who must remain seated in their own wheelchairs while on board. Accordingly, where this requirement makes safe use of the vehicle impossible, YourButler24 cannot be provided in the envisaged configuration. Practical accessibility needs may be communicated to the Provider before purchase so that feasibility can be assessed; if impossibility becomes apparent after payment, any remedies and refunds required by law shall remain available.

Art. 10 – Pets

10.1. The presence of pets must be disclosed when booking and is subject to operational and safety requirements.

10.2. Pets may be carried in the microcar within the limits of the law, the vehicle’s characteristics and safety rules, using a pet carrier where necessary, in compliance with the applicable provisions on guide and assistance dogs.

Art. 11 – Withdrawal, Cancellation, Changes and No-Shows

11.1. These provisions apply exclusively to the YourButler24 Service purchased on the YourButler24 Website.

11.2. The User may cancel a booking free of charge up to 24 (twenty-four) hours before the scheduled start of the Service and receive a full refund of the amount paid, in accordance with the procedures communicated on the Website.

11.3. In the event of cancellation within the 24 (twenty-four) hours preceding the start of the Service, the amount paid shall be retained in full by the Provider and shall not be refundable, without prejudice to any mandatory rights under applicable law.

11.4. Where the purchase is made within the 24 (twenty-four) hours preceding the start of the Service, the free cancellation provision under Clause 11.2 shall not apply; in the event of cancellation, the amount paid shall be retained by the Provider, without prejudice to the User’s mandatory rights.

11.5. The appointed personnel shall wait for the User at the agreed place and time for a maximum of 15 (fifteen) minutes. Likewise, the User shall be required to wait for the personnel for the same period. The parties shall promptly communicate any delays or impediments where possible.

11.6. If the grace period expires without the User appearing and the Service cannot be performed for reasons attributable to the User, the Service shall be deemed to have been performed.

11.7. Where the User’s delay is caused by circumstances beyond their control, such as delays to the means of transport used to reach the meeting point, and is promptly communicated, personnel may extend the waiting period where possible and compatible with operational requirements, without any automatic obligation to do so.

11.8. In the event of delay or failure to perform attributable to the Provider or appointed personnel, the Provider shall promptly inform the User and, where possible, seek a suitable organisational solution; remedies available under applicable law shall remain unaffected.

11.9. Requests to change the date, time, location or features of the Service are subject to availability and confirmation by the Provider. The amendment or cancellation of any Related Service shall not automatically amend or cancel YourButler24.

11.10. Any refunds due under the contract or by law shall be made using the means, methods and time limits prescribed by applicable law.

Art. 12 – Possible Coordination with Other Services

12.1. A YourButler24 booking does not automatically confer rights to changes, cancellation, refunds or other benefits in relation to any third-party services that may be connected with it.

12.2. Amending or cancelling a Related Service does not automatically change a YourButler24 booking: the procedures published by YourButler24 must be followed.

12.3. Any benefits relating to other services shall be valid only where expressly provided for by the applicable offer, specifying the relevant terms and the party responsible.

Art. 13 – Obligations and Liability of the User and the Provider

13.1. The User shall: (a) behave appropriately towards personnel; (b) comply with safety rules; (c) provide accurate information; (d) refrain from damaging vehicles and equipment; (e) refrain from bringing prohibited substances or objects; (f) use the Service for its intended purpose and without fraud; (g) comply with reasonable organisational instructions given by personnel.

13.2. The User shall arrive at the agreed meeting point, promptly communicate any impediments and take appropriate care of their personal belongings.

13.3. Passenger capacity, luggage allowances and access to the microcar shall be communicated before purchase, based on the vehicle’s technical characteristics and applicable safety requirements. The microcar is not equipped to accommodate persons who must remain seated in their own wheelchairs while on board.

13.4. YourButler24 shall be liable for the performance of its obligations in accordance with applicable law. Any limitations of liability shall not apply where prohibited by law, including in cases of wilful misconduct, gross negligence and mandatory consumer rights.

13.5. The Provider may refuse or discontinue provision of the Service, in accordance with proportionality and good faith, in the event of seriously dangerous or unlawful behaviour or conduct that prevents the Service from being carried out, without prejudice to legal obligations and any financial consequences applicable in the circumstances.

13.6. In the event of impediments arising from circumstances not attributable to the Provider, including measures adopted by public authorities, adverse weather conditions, road closures or force majeure events, the statutory provisions on impossibility of performance and any applicable refunds shall apply.

Art. 14 – Processing of Personal Data

14.1. Personal data necessary for booking and providing YourButler24 shall be processed in accordance with the privacy notice made available on the YourButler24 website.

14.2. The data controller and contact details for exercising data subject rights are identified in the privacy notice published on the Website. Any processing by other companies involved in providing the Service or promotional initiatives shall be described in the relevant privacy notice, indicating their respective data protection roles.

14.3. Processing shall be carried out in accordance with Regulation (EU) 2016/679 and applicable law. Further information concerning purposes, legal bases, recipients, retention and data subject rights is contained in the dedicated privacy notice.

Art. 15 – Complaints and Assistance

15.1. The User may submit complaints concerning YourButler24 using the official contact details published on the YourButler24 website, providing the booking reference, a description of the facts and relevant information.

15.2. The Provider invites the User to report any service issues preferably within 7 (seven) days of provision of the Service, in order to facilitate investigation. The Provider undertakes to provide an initial response generally within 3–5 working days of receipt of the complaint, depending on its complexity. This period does not entail the forfeiture of any rights recognised by law.

15.3. All rights and remedies afforded to consumers under applicable provisions shall remain unaffected.