1. Customer Assistance
Tourist Point S.r.l. provides pre- and post-sales assistance to ConetPass customers and to anyone interested in purchasing a ConetPass. Assistance is available through the following channels, accessible from the footer of every website in the ConetPass network.
1.1 FAQs
ConetPass publishes a comprehensive FAQ section on its website, designed to address the most common assistance requests. Consulting the FAQs before submitting a support request is strongly recommended. The FAQs are available at: your.conetpass.com/f-a-q/
1.2 Maia AI Assistant
Maia is an AI-powered virtual assistant available 24 hours a day, 7 days a week, designed to provide immediate support to ConetPass customers. Maia is accessible directly here. If Maia is unable to resolve your query, you will be directed to a member of the human support team (see Section 1.3).
1.3 Live Chat and Human Support
If you cannot find the information you need in the FAQs, you may contact the ConetPass support team via live chat. Support requests may also be submitted through the dedicated assistance form, available at Assistance & Refund. Human assistance is available 7 days a week, from 08:30 to 21:00 (Central European Time, CET/CEST).
1.4 Reservation Management Area
You have access to a personal login area where you can independently manage your order, download tickets, and update your booking details. The reservation management area is available here. If you have not received your tickets by email, you may also use the ticket recovery tool at Ticket Recovery.
2. Refund Policy
The following refund conditions apply to all ConetPass products and services, without prejudice to the rights granted to consumers under applicable European Union regulations, including Regulation (EU) 524/2013 on online dispute resolution and Directive 2011/83/EU on consumer rights.
2.1 Refund Conditions
- Used passes: a ConetPass that has been fully or partially used is not eligible for a refund.
- Unused passes – customer request: an unused ConetPass is not eligible for a refund at your request. However, it may be modified (e.g. change of date or name) subject to availability and to the conditions applicable at the time of the modification request. To request a modification, please contact the support team through the channels described in Section 1.
- Unused passes – ConetPass malfunction: if a ConetPass has not been used due to a technical malfunction or service failure attributable to ConetPass or one of its suppliers, you are entitled to a full or partial refund, in accordance with Article 7 of the Terms and Conditions of Sale.
The Terms and Conditions of Sale, which include the complete refund policy, are published in the footer of every website in the ConetPass network and are accepted at the time of purchase.
2.2 How to Request a Refund
To request a refund, please complete the dedicated refund request form. This form is also accessible from the footer of every website in the ConetPass network. Refund requests are handled by the ConetPass support team within 20 working days of the date on which the request is submitted. Where a refund is approved, it is credited to the original payment method used at the time of purchase. The time required for the amount to appear in your account depends on your payment provider and is outside ConetPass’s control.
3. Dispute Resolution
Any dispute arising in connection with this policy or with a ConetPass purchase that cannot be resolved through the support channels described above may be referred to the competent court in accordance with the Terms and Conditions of Sale. If you are a consumer resident in the European Union, you may also seek resolution through certified alternative dispute resolution (ADR) bodies. A list of certified ADR bodies in EU Member States is available here.
Note: ConetPass is not currently registered with a consumer arbitration board. You may pursue alternative dispute resolution through the ADR bodies listed at the link above or through other competent mediation bodies pursuant to Legislative Decree No. 28/2010.
4. Information Pursuant to the Digital Services Act
In accordance with Article 24(2) of Regulation (EU) 2022/2065 (Digital Services Act, DSA), Tourist Point S.r.l. hereby declares that the average number of monthly active recipients of the ConetPass service in the European Union over the past 12 months was fewer than 45 million.
This declaration confirms that ConetPass does not meet the threshold for classification as a Very Large Online Platform (VLOP) under Article 33 of the DSA. This information will be updated regularly in accordance with the obligations set out in Article 24(2) of the DSA.
Tourist Point S.r.l.
Via del Gonfalone, 3, 20123 Milan (MI) – VAT IT09167390963
Last updated: 31 March 2026
