RENTAL RULES AND CONDITIONS
These rules apply both to online bookings made on rentandgo.it and to rentals made in store. By booking or renting, the customer (renter) declares that they have read and accepted the following.
Reference documents
- Terms and conditions of sale
- FAQ – Frequently asked questions
- Privacy policy
- Cookie policy
- Rules displayed in store
1. Contract validity and payments
- An online booking requires advance payment.
- Payment methods: credit cards (Visa/Mastercard), PayPal, Stripe, Satispay; bank transfer where available, according to the indicated procedures.
- For in-store rentals, the contract is valid upon immediate payment or against a security deposit (up to the value of the equipment) and presentation of an identity document; in this case, validity starts upon collection or delivery to the hotel.
2. Collection and return (including failure to return)
- Collection: in the morning after opening or, upon request, on the previous afternoon during the times specified by each rental shop (with the rental period counted from the following morning).
- Return: on the afternoon of the final day, no later than 15 minutes after closing time. A morning return is possible only if requested in advance or agreed with the rental shop (the shop must be informed when collecting the equipment or by telephone in advance in the event of a delay).
- High season and limitations: early collection and/or late return may not be available during high season or at certain shops (for both ski and bike rentals). In case of doubt, contact our customer care team before or after purchase.
- E-bikes: when returned in the morning, the customer is responsible for returning them fully charged. In the event of early collection, the battery may not be fully charged.
- Delays: one or more additional days will be charged at the standard list price.
- Failure to return: the rental shop is entitled to report the equipment as stolen if it is not returned; this right may also be exercised before the seventh day.
3. Adjustments (ski and bike equipment)
Ski binding adjustments are made by the rental shop in accordance with the applicable ISO standards and the information provided by the customer during check-in (weight, height, age, ability level, ski boot, etc.). Bike adjustments (saddle, handlebars, suspension, tyre pressure, etc.) are carried out in the same way, based on the information and preferences stated during check-in. By accepting these rules, the customer accepts the adjustments made and releases the rental shop and the rentandgo.it portal from any liability. In the event of problems or doubts regarding the adjustments (ski or bike), the customer may request assistance directly from the rental shop.
4. Responsibility for the equipment and insurance (damage, theft, loss, breakage)
The renter assumes full responsibility for the equipment throughout the entire contract period.
- Coverage not included: unless otherwise stated, the equipment is not insured. The available insurance cover generally applies to ski and bike products, but not to accessories. For clarification, contact our customer care team or the rental shop.
- Damage waiver agreement: where available, it may be purchased online (in the cart) or in store. It normally involves a 10% surcharge, although the cost varies depending on the product and rental shop. It helps limit costs in the event of damage, breakage, theft or loss. For bikes, at some shops the cover may apply only to damage and breakage (excluding theft) and may include different deductibles. Each Rent and Go group rental shop applies slightly different clauses.
- Transparency for online bookings: during the booking process, the cart shows the correct description and the clearly stated price of the insurance service offered by the selected shop before purchase.
- In-store rental: refer to the rules displayed in store and/or ask the staff for details regarding conditions and deductibles.
- Market value: in the event of theft, loss or total breakage without cover, the customer must pay 100% of the equipment's market value, as determined by the rental shop based on the type of product, its condition and other parameters, at its full and sole discretion. With coverage, the applicable deductible remains payable by the customer.
- Partial damage and improper use: repair costs resulting from improper use or vandalism remain payable by the renter according to the shop's repair price list. Examples of improper use include, by way of example, using skis off-piste or carrying out similar activities outside the intended standard use of the equipment.
- Police report requirement: in the event of theft or loss, a report must be filed with the competent authorities; for customers who purchased the damage waiver agreement, this report is essential to start the insurance reimbursement procedure.
5. Product changes
For rentals lasting more than 1 day, in the event of technical, size or fit problems, one change is permitted once per rental period, subject to availability at that time.
- Same category: generally free of charge.
- Upgrade: the price difference must be paid.
- Downgrade: no refund is normally provided (except for online bookings with Easy Booking).
- Costs and limitations: during certain periods or at certain shops, a change may not be possible or may involve a charge. For up-to-date cost information, ask directly on site or contact our customer care team in advance.
6. Cancellations and changes – Ski rental
An online booking may be cancelled free of charge by contacting us by 9:00 a.m. on the day before the first ski day. For example, if your first ski day is 10 December, you may cancel free of charge by 9:00 a.m. on 9 December.
For even greater flexibility, we recommend purchasing the Easy Booking service, available in the cart before completing the booking. Our team is available for any clarification.
For all refund or change requests relating to online bookings, write to booking@rentandgo.it, stating the booking number and attaching any supporting documentation.
For online bookings, refunds are processed exclusively online (not in store) and, for tax reasons, using the same payment method used for the booking. For rentals made in store, contact the rental shop directly.
Refunds are normally processed within a maximum of 14 days from approval. In some cases, for administrative reasons, the customer may be asked to contact us again at the end of the rental period to request the refund.
Third-party services (ski passes, hotels, ski schools, transport, etc.) are not refundable under any circumstances. The Easy Booking service fee is non-refundable. Refund requests received more than 7 days after the rental end date will not be considered.
| Case | Without Easy Booking | With Easy Booking |
|---|---|---|
| Cancellation by 9:00 a.m. on the day before the first ski day | Cancellation with a full refund. Maximum 1 cancellation per customer | Cancellation with a full refund |
| Cancellation after 9:00 a.m. on the previous day | Refund subject to deductions ranging from a minimum of €30 per person up to 100% of the amount; contact us so that we can review your case | Full refund |
| Early return | Refund of unused day(s) only in the event of illness or injury, upon submission of a medical certificate, and only for the person affected by the illness or injury; 1-day rentals are excluded * | Refund of unused day(s), calculated from the time the equipment is returned; 1-day rentals are always excluded |
| Late collection | Non-refundable * | Refund of the difference (if requested by 9:00 a.m. on the previous day) |
| Date change (shorter duration) | Non-refundable * | Refund of the difference (if requested by 9:00 a.m. on the previous day) |
| Date change (same duration) ** | Free change until 9:00 a.m. on the previous day | Free change until 9:00 a.m. on the same day |
| Date change (longer duration) ** | A new booking must be made for the additional dates | You may contact customer care for instructions on how to proceed |
| Category upgrade/downgrade ** | Contact us so that we can manage your case | Contact us so that we can manage your case |
| Adding new equipment | A new booking is required | A new booking is required |
* Exceptional cases in which a refund is still possible: complete closure of the ski area (bad weather, lift disruption, lockdown or force majeure), unexpected closure of the shop, or unavailability of the equipment in the booked size or category.
** Subject to verification of equipment availability for the new dates
7. Cancellations and changes – Bike rental
You may request the cancellation or modification of an online booking by contacting our team. Write to booking@rentandgo.it, stating the booking number and attaching any supporting documentation.
Refund eligibility varies depending on the circumstances (see the table below) and on whether the Easy Booking service was purchased. Our team is available for any clarification.
For online bookings, refunds are processed exclusively online (not in store) and, for tax reasons, using the same payment method. For rentals made in store, contact the rental shop directly.
Refunds are normally processed within a maximum of 14 days from approval. In some cases, for administrative reasons, the customer may be asked to contact us again at the end of the rental period to request the refund.
Third-party services (hotels, transport, personal belongings, etc.) are not refundable under any circumstances. Refund requests received more than 7 days after the rental end date will not be accepted.
| Case | Without Easy Booking | With Easy Booking |
|---|---|---|
| Cancellation (until 9:00 a.m. two days before) | Cancellation with a full refund. Maximum 1 cancellation per customer | Cancellation with a full refund |
| Cancellation (between 9:00 a.m. two days before and 9:00 a.m. on the previous day) | Refund subject to a 25% cancellation fee | Cancellation with a full refund |
| Cancellation (after 9:00 a.m. on the previous day) | Cannot be cancelled (100% cancellation fee) | Refund subject to a 50% cancellation fee |
| Early return | No refund available | Partial refund for unused days; 1-day rentals excluded |
| Late collection *** | No refund available, except in the event of bad weather, provided notice is given by 9:00 a.m. on the previous day | Partial refund possible if notice is given by 9:00 a.m. on the previous day |
| Date change (shorter duration) | Refund for cancelled days subject to a 50% cancellation fee | Refund for cancelled days if notice is given by 9:00 a.m. on the previous day |
| Date change (same duration) *** | Possible until 9:00 a.m. on the previous day (€10 administration fee); free of charge in the event of bad weather | Possible free of charge if notice is given by 9:00 a.m. on the same day |
| Date change (longer duration) *** | Possible by making a new booking independently or on site upon request | Possible with the assistance of customer care |
| Category upgrade/downgrade | Possible only on site; no refund is provided for a downgrade | Upgrade: the difference must be paid. Downgrade: refund of the difference |
| Adding equipment | A new booking is required | A new booking is required |
*** Subject to availability
8. Prices, discounts and availability
- Online discount: online bookings normally include a discount; the discount may be 0% for certain categories (e.g. bikes) or may vary at the rental shop's discretion, depending on duration, products and seasonality.
- Price list alignment: Rent and Go undertakes to apply the same price lists available to customers on site, while providing the best possible discount wherever feasible.
- Benefits of online booking: even when no discount is available, an online booking guarantees product availability (except in cases such as very short notice or overbooking) and allows check-in and payment to be completed in advance, making the in-store experience faster.
- Variability: discounts and price lists may vary depending on product, period, duration and location, and may change without notice; the information shown when the booking is confirmed shall prevail. No retroactive adjustment is due. The applied discount is always visible during the online booking process (cart and order summary).
9. Right of withdrawal
Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal is excluded for leisure services where a specific date or period is provided. The customer therefore accepts that there is no statutory right of withdrawal (also pursuant to Article 16(l) of Directive 2011/83/EU). Rent a Sport Italia S.r.l., acting as an intermediary for approximately 70 rental shops, applies the cancellation and withdrawal policies set out in Sections 6–7.
ODR platform (EU Regulation 524/2013): ec.europa.eu/odr – Seller's email address: helpdesk@rentandgo.it.
10. Invoice request
For online bookings, an invoice can normally be requested only by Italian companies. You may nevertheless contact us in advance to verify whether other types of invoicing are possible. The invoice must be requested after the rental period has ended and no later than 3 days after its end. Minimum amount for issuing an invoice: €150.
11. Processing of personal data
The customer's personal data are processed by Rent a Sport Italia S.r.l. and by the lessor for contractual and legal purposes, by electronic and manual means, including through their respective suppliers (e.g. payment platforms, IT services, CRM and support services). Full information is available in the Privacy policy.
Final notes
- These rules, the price lists and the conditions may be updated at any time and without notice.
Rentasport Kronplatz
