GENERAL TERMS AND CONDITIONS OF USE — itinovo CRM

Version: 2.9

Last updated: 14 October 2026

Service Provider: Itinovo S.r.l., with registered office at via Lelli 3/13, 40065 Pianoro (BO), Italy, VAT/Tax Code 04383971209, PEC itinovo@namirialpec.it (hereinafter "itinovo" or "the Provider")

1. Definitions

"Platform": the itinovo CRM software solution, delivered as a SaaS (Software as a Service), accessible via web browser at the address indicated by the Provider.

"Client": any natural or legal person, operating in a professional capacity, who subscribes to the Platform.

"User": the natural person who accesses the Platform on behalf of the Client, equipped with personal credentials.

"Administrator": the User with Account management rights (user creation/removal, configuration).

"Account": the set of credentials, configurations and data associated with a single tenant (agency/operator).

"Client Data": all data, documents, files, information and materials uploaded, entered or generated by the Client and its Users through the Platform.

"Services": the set of digital functionalities made available through the Platform based on the subscribed plan.

"Contract": the agreement between the Client and itinovo, consisting of these General Conditions, the chosen pricing plan and the applicable privacy policy.

2. Acceptance

2.1. Access to and use of the Platform are subject to the express and unconditional acceptance of these Conditions, formalised by subscribing to the service or by continued use of the Platform.

2.2. The User declares that they are acting in a professional capacity and, if acting on behalf of an organisation, that they have the necessary authority to bind it.

2.3. itinovo reserves the right to update these Conditions in response to technical developments of the Platform or regulatory changes. The User will be informed of changes via email or through a notice on the Platform at the next login. Continued use of the Service after notification constitutes acceptance of the new Conditions.

3. Platform Description

3.1. itinovo CRM enables travel industry professionals to manage the complete commercial cycle: lead pipeline, quotes, suppliers, invoicing, travel documents and client communications.

3.2. Available features depend on the plan subscribed by the Client (further information on the pricing page of the website).

3.3. itinovo reserves the right to correct, improve or modify the Platform at any time, without this generating any right of recourse on the part of the Client, provided that such modifications do not substantially impair the features included in the subscribed plan.

4. Hosting and Security

4.1. The Platform is hosted on Amazon Web Services (AWS) servers, with data centres located in the eu-central-1 region (Frankfurt, Germany), within the European Union.

4.2. itinovo undertakes to implement reasonable measures to ensure the physical and logical security of the servers, protection against intrusions and the confidentiality of Client Data, in accordance with industry best practices and Regulation (EU) 2016/679 (GDPR).

4.3. Client Data backups are performed as follows:

• continuous backup with point-in-time recovery capability up to 35 days prior;
• daily backup with 35-day retention.

4.4. itinovo reserves the right to migrate hosting to other data centres of the same provider or to a different provider, in constant compliance with data protection regulations and localisation within the European Economic Area.

5. Platform Access

5.1. Access requires the creation of an Account. The Administrator Account is created upon completion of the onboarding procedure on the Platform.

5.2. The Administrator may create additional User Accounts within the limits of the number of seats provided by the subscribed plan.

5.3. Access credentials are strictly personal and confidential. The User is responsible for their safekeeping and for all activities carried out through their Account.

5.4. In case of loss or compromise of credentials, the User must immediately proceed to reset them through the dedicated Platform function.

5.5. Access to the Platform requires a device with an up-to-date web browser and internet connection. Connection and hardware costs are borne exclusively by the User.

6. Use of the Platform

6.1. The Client undertakes to use the Platform exclusively for professional purposes related to their activity in the travel sector, in compliance with applicable laws and regulations.

6.2. It is prohibited to:

• use the Platform for illegal, fraudulent activities or activities harmful to the rights of third parties;
• attempt to access unauthorised systems, accounts or data;
• transmit malware, viruses or harmful code;
• intentionally overload the infrastructure;
• perform reverse engineering, decompilation or disassembly;
• resell, sublicense or redistribute the Service without written authorisation;
• use the Platform in a manner harmful to the reputation of itinovo.

6.3. Violation of this article may result in immediate suspension of access, without prejudice to any claims for damages.

7. Warranties

7.1. itinovo declares and warrants that it holds all titles, licences and intellectual property rights necessary to provide the Platform to the Client.

7.2. itinovo warrants that the Platform conforms to the state of the art existing at the date of Contract execution.

7.3. In the event of an infringement action brought by third parties in relation to the Platform, itinovo undertakes to defend the Client, provided that the latter (i) promptly notifies the action and (ii) provides reasonable assistance in the defence. itinovo may, at its discretion: obtain the right for the Client to continue using the Platform, modify the contested elements, or terminate the Contract with a proportional refund of the prepaid fee.

7.4. itinovo does not warrant that the Platform is free from anomalies or that it will function without interruption. The Platform is provided "as is" and "as available" with regard to continuity and performance.

7.5. itinovo does not warrant the accuracy, completeness or timeliness of Data integrated and generated by the User on the Platform. The Client is solely responsible for the integrity and quality of the data they enter and distribute through the Platform.

8. Service Level

8.1. itinovo undertakes to make best efforts to ensure the availability of the Platform and to restore the service as quickly as possible in the event of failure, within the limits of the hosting provider's service commitments.

8.2. Any availability targets communicated by itinovo (e.g. "99.5% monthly uptime") constitute indicative and non-binding targets, unless otherwise agreed in writing between the parties.

8.3. Scheduled maintenance operations will be communicated with reasonable advance notice. Urgent maintenance for security reasons may be carried out without notice.

9. Liability

9.1. itinovo is subject to an obligation of means in providing the Platform.

9.2. itinovo is liable only for direct damages caused to the Client as a result of proven fault in the performance of its contractual obligations.

9.3. In no event shall itinovo be liable for indirect damages, including but not limited to: loss of profits, loss of clientele, damage to image, interruption of business activity, loss of opportunity, in connection with the use of the Platform.

9.4. The maximum aggregate liability of itinovo, for any cause and on any grounds, shall not exceed the total amount of fees actually paid by the Client in the 6 (six) months preceding the event giving rise to the claim.

9.5. The limitations in this article apply to the maximum extent permitted by applicable law.

9.6. itinovo shall not be held liable in the event of use of the Platform not in conformity with these Conditions or the instructions provided.

10. Data Loss

10.1. itinovo may be held liable for the loss of Client Data exclusively where such loss is attributable to the sole fault of itinovo (or its sub-contractors) and has not been remedied within 14 (fourteen) days of written notification by the Client.

10.2. itinovo shall in no event be liable for data loss attributable to the Client, a User, the telecommunications provider or third parties.

10.3. The liability of itinovo is also excluded to the extent that the Client is able to reconstruct the data by any means (including replication on its own systems or periodic export).

10.4. The Client is encouraged to perform periodic exports of their data through the Platform's export features, as an additional precaution.

11. Service Suspension

11.1. In the event of use not in conformity with these Conditions, violation of applicable laws, or non-payment of fees, itinovo may suspend all or part of access to the Platform, upon written notice (except in cases of urgency for security reasons).

11.2. Suspension does not exempt the Client from payment of fees due for the suspension period.

11.3. itinovo undertakes to restore access within a reasonable time from the cessation of the cause of suspension.

12. Client Data and Ownership

12.1. Client Data is and remains the exclusive property of the Client. itinovo may not claim any right over such data, except for a limited right of use for the purposes of Service delivery, technical support, and improvement of Platform performance (in aggregated and anonymised form for the latter purpose).

12.1bis. The Client grants itinovo a non-exclusive, limited and revocable licence to use Content uploaded to the Platform, exclusively for the purposes of Service delivery (document generation, sending communications, display on the client portal, backup).

12.2. itinovo may under no circumstances copy, sell, transfer or share Client Data with third parties.

12.3. No third party may have access to Client Data. Access by itinovo's internal services is permitted exclusively in the context of technical support and maintenance.

12.4. The Client may at any time export their data through the export features integrated in the Platform (CSV/JSON format). Upon termination of the Contract, the Client has 30 days to complete the export of their data.

12.5. itinovo reserves the right to remove Client content that violates these Conditions, applicable laws or the rights of third parties, upon reasoned notice to the Client (except in cases of urgency or legal obligation).

13. Personal Data Protection

13.1. itinovo acts as Data Processor pursuant to Regulation (EU) 2016/679 (GDPR) for personal data processed on behalf of the Client (Data Controller) in the context of use of the Platform.

13.2. Data is stored in AWS data centres in the eu-central-1 region (Frankfurt, Germany), within the European Union. Artificial intelligence models are executed in AWS regions within the European Union, with eu-central-1 as the primary region.

13.3. itinovo undertakes to:

• process personal data exclusively on the basis of the Client's documented instructions;
• ensure that persons authorised to process data have committed to confidentiality;
• implement appropriate technical and organisational measures for the security of processing;
• to limit transfers of data outside the European Economic Area to the cases set out in Annex A to the Data Processing Agreement, on the basis of the safeguards provided for in Chapter V GDPR and in particular the Standard Contractual Clauses adopted by the European Commission;
• assist the Client in responding to data subject rights requests;
• assist the Client in obligations relating to security, impact assessments and prior consultation;
• return or delete personal data upon termination of the Contract, at the Client's choice;
• make available the information necessary to demonstrate compliance with the obligations of this article.

13.4. The Client expressly authorises the use of sub-processors for the performance of the Contract. itinovo will inform the Client of any changes regarding the addition or replacement of sub-processors, granting the Client the opportunity to object. itinovo warrants that each sub-processor offers sufficient guarantees regarding data protection.

13.5. In the event of a personal data breach (data breach), itinovo will notify the Client without undue delay, providing the information useful to enable the Client to fulfil its notification obligations. The liability of itinovo for damages arising from a data breach is limited to cases of wilful misconduct or gross negligence of itinovo itself, within the limits of the liability cap referred to in article 9.4.

13.6. The Client may carry out audits, including through a third-party auditor bound by confidentiality, to verify compliance with the obligations of this article. The audit shall be at the Client's expense, with at least 10 (ten) working days' notice.

13.7. The Client, as Data Controller, indemnifies itinovo against any claim arising from the processing of personal data carried out through the Platform in violation of applicable regulations.

13.8. The Data Processing Agreement (DPA), available at crm.itinovo.com/en-GB/dpa, forms an integral part of these Terms and is deemed accepted upon acceptance of these Terms.

14. Payments and Subscription

14.1. Subscription fees are due in advance according to the periodicity chosen by the Client (monthly or annual).

14.2. itinovo reserves the right to modify prices. Changes will be communicated with at least 30 days' notice and will apply to the next renewal of the billing period.

14.3. In the event of non-payment within 15 days of the due date, itinovo may suspend access to the Platform upon written notice.

14.4. The Client is responsible for all taxes and fiscal charges applicable to their use of the Service.

14.5. For the issuance of invoices and tax documents, the information provided by the Client shall prevail, who declares and warrants its accuracy, granting itinovo full indemnity in this regard.

14.6. On card payments that the Client's customers make through the Platform (Stripe Connect), itinovo retains a fee of 0.5% of the amount paid, in addition to Stripe's fees. If a payment is refunded, in full or in part, itinovo refunds its fee in proportion to the amount refunded; Stripe's fees are not refunded, under Stripe's terms.

14.7. If the Customer connects its own account with a flight provider (for example Duffel) to the Platform, itinovo charges a fee of €3.00 (VAT excluded) for each booking (order) whose tickets are issued through the Platform, whatever the number of passengers and legs. The Professional plan includes 5 bookings issued per calendar month and the Business plan 20; for the Enterprise plan the agreed number applies or, failing that, that of the Business plan; the Starter plan includes none. The fee is due only on bookings beyond those included in the plan in force when the month closes; included bookings not used do not carry over. No fee is due on searches, holds never paid, bookings in test mode, bookings cancelled within the provider's free 24-hour cancellation period and bookings made during itinovo's trial period. The fee is calculated per calendar month and charged with the subscription: on the next invoice of a monthly subscription; on a yearly subscription with a separate invoice, once the amount accrued reaches €10.00 and, in any case, at expiry or withdrawal. The Customer expressly accepts the fee when connecting the account; if the amount changes, a new acceptance is required before further bookings. Bookings, payments for flights and the flight provider's fees are directly between the Customer and the provider, under the provider's terms: itinovo does not collect the amounts of the flights and is not a party to the contract of carriage.

14.8. Flight booking services.

14.8.1. Roles: the flight booking service lets the Customer use, within the Platform, its own account with the flight provider it has chosen (for example Duffel). The contract for the use of that account, the availability of flights, the issuing of tickets, payments, refunds and credits are governed by the contract between the Customer and the provider; the contract of carriage is between the traveller and the carrier. itinovo provides the connecting software and is not a party to either contract.

14.8.2. Support: support on bookings, changes, cancellations, refunds, credits, baggage and flight disruptions is provided by the provider and the carrier under their own conditions. itinovo's support covers the operation of the Platform (connecting the account, displaying offers, sending requests, receiving notices).

14.8.3. Data entered and checks: the Customer is responsible for the accuracy of the data entered in requests (passengers' names and documents, dates, fare chosen, means of payment) and for compliance with the carrier's fare conditions, which the Platform shows before and after the booking. If the provider does not answer or answers incompletely, the Customer checks the status of the booking in the provider's dashboard before repeating the request; the Platform flags this and does not repeat the booking until the Customer confirms.

14.8.4. Carrier notices: notices of schedule changes, cancellations and other changes to a flight come from the carrier and the provider and are shown in the Platform when the provider sends them. itinovo does not control whether they are issued, complete or timely; the Customer remains responsible for checking the status of flights with the provider or the carrier, in particular in the 72 hours before departure.

14.8.5. Fee: the fee in 14.7 is due for every booking whose tickets are issued by the provider. It is not due if issuing fails or if the booking is cancelled within the free cancellation period offered by the provider. It remains due if, after issuing, the traveller cancels, the carrier changes or cancels the flight, or the provider refunds the ticket in whole or in part: the fee pays for issuing through the Platform, not for the flight.

14.9. Price lock (launch offer). For a Customer who subscribes to a Professional or Business plan with annual billing by 31 December 2026 (Italian time), including during the trial period, the plan price in force at the time of subscription remains unchanged for three consecutive annual terms: the first and the two following renewals, until the date shown in the Platform (Settings › Subscription). Until that date, price changes under clause 14.2 do not apply to that Customer. The lock covers the plan fee, net of taxes; it does not cover usage-based fees (including those under clause 14.7) or additional services. If the Customer moves from the Professional plan to the Business plan, the lock continues on the Business list price in force on the day of the change, until the same date. The lock ends on a move to a Starter plan or to monthly billing, on withdrawal or termination of the Contract, and is not transferable. If the plan is renamed or replaced, the lock applies to the plan that replaces it. The offer cannot be combined with other promotions or discounts.

15. Duration, Withdrawal and Termination

15.1. The Contract has a duration corresponding to the chosen billing period (monthly or annual) and is tacitly renewed at expiry.

15.2. Client Withdrawal: the Client may withdraw at any time through the dedicated function on the Platform or by written communication. Withdrawal takes effect at the end of the current billing period. Fees already paid for the current period are non-refundable.

15.2bis. The Client, acting in a professional capacity pursuant to Italian Legislative Decree 206/2005, expressly acknowledges that the right of withdrawal provided by the Consumer Code does not apply to them. The indication of a VAT number during registration automatically qualifies the User as a professional.

15.3. Termination by itinovo: in the event of violation of these Conditions by the Client, itinovo may terminate the Contract upon written notice with a 15-day period to remedy the violation. In the event of serious violation (security, illegal activities), termination may be immediate.

15.4. Termination for service cessation: should itinovo decide to cease providing the Platform, it will notify the Client with at least 60 days' advance notice. In such case, itinovo will refund pro-rata the prepaid fee for the unused period.

15.5. Upon termination of the Contract for any reason, the Client has 30 days to export their data. After this period, itinovo may proceed with the definitive deletion of the data.

16. Intellectual Property

16.1. The Platform, including software, design, trademarks, algorithms, documentation and know-how, is the exclusive property of itinovo or its licensors.

16.2. The Contract does not transfer to the Client any intellectual property rights over the Platform. The Client acquires only a limited, non-exclusive, non-transferable and revocable licence of use, for the duration of the active subscription.

17. Third-Party Services

17.1. The Platform may integrate with third-party services (AWS, Stripe, Amazon SES, Mapbox, Unsplash, Openapi, Duffel and others). The list of providers that process personal data on behalf of the Customer is published at the address indicated in Annex A to the Data Processing Agreement.

17.2. itinovo is not responsible for malfunctions, interruptions, modifications or cessation of third-party services, nor for damages arising from their use. Towards travellers and the Customer's other customers, the Customer, the providers and the carriers are answerable for the performance of travel services under the applicable rules; itinovo is not answerable to them for services it does not perform. The indemnity in clause 23 is unaffected.

17.3. The use of third-party services is subject to their respective terms and conditions.

17.4. Maps, geolocation data, addresses, routes and the public contact details of establishments used by the Platform are in part sourced from Amazon Location Service. The list of third-party sources used by Amazon Location Service is published at https://docs.aws.amazon.com/location/latest/developerguide/data-attribution.html.

18. Financial and Tax Calculations

18.1. The Platform includes calculation features (margins, TOMS VAT, prices, commissions, invoicing). Such features are operational support tools.

18.2. The Client remains solely responsible for verifying and validating the correctness of their own tax, accounting and financial calculations. The Platform does not replace the advice of a qualified professional (accountant, tax advisor, auditor).

18.3. For the electronic invoicing feature (FatturaPA and similar), the Client is required to verify the conformity of generated documents before submission to the Exchange System or other equivalent systems.

19. Artificial Intelligence Features

19.1. The Platform may use artificial intelligence models to generate suggestions, content or recommendations.

19.2. Results produced by AI are provided for indicative purposes and may contain inaccuracies. The Client is responsible for verifying and validating any AI output before its operational use.

19-bis. Connectors to third-party artificial intelligence services

19-bis.1. The Platform may allow the Customer to connect third-party artificial intelligence services (for example Claude by Anthropic) through an interface (connector) which, at the User's request within the third-party service, reads and writes Platform data with that User's permissions.

19-bis.2. The connection is enabled by the Customer's administrator for the whole agency and then by each User for their own account with the third party; it can be revoked at any time.

19-bis.3. The third-party service is chosen and contracted by the Customer: data transmitted through the connector are processed by the third party under the contract between the Customer (or the User) and the third party, not under the Contract with itinovo. itinovo is not a party to that contract, does not choose the provider and is not liable for it.

19-bis.4. The Customer is responsible for: having a contract with the third party that allows the processing of its customers' and travellers' data (for Anthropic services: the commercial terms with a data processing agreement, not the consumer terms, which may allow the use of data to train models); the legal basis and the notice to its own customers; the transfer of data outside the European Union carried out by the third party; the Users' use of the connector.

19-bis.5. itinovo records each connector call (tool, summary of the input, outcome) in the Customer's AI Log for 90 days, and the date of last use per User. Identity documents (numbers and images) and health data are not transmitted through the connector.

19-bis.6. itinovo may suspend or close the connector for security reasons or because of changes to the third-party service, giving notice.

19-bis.7. The Customer warrants that it has the right to use, for the purposes of the Platform, the data and content (price lists, rates, descriptions, images, customer records) it imports into the Platform through the connector or other tools, in compliance with the terms of use of the sources, copyright and database rights and data protection law, and is liable for them towards third parties. The Customer does not use the connector for repeated and systematic extraction of content from third-party systems. itinovo may remove content upon a reasoned notice from the rightholder, informing the Customer.

20. Automatic Communications

20.1. The Platform may send automatic communications (emails, notifications) on behalf of the Client to their clients and suppliers, according to the configurations set by the Client.

20.2. The Client is solely responsible for the content and legitimacy of such communications.

20.3. itinovo is not responsible for the failure to send, delay or incorrect sending of communications due to technical malfunctions, email provider limitations or incorrect configurations by the Client.

21. Onboarding and Support

21.1. Platform activation does not involve any setup activity by itinovo. Initial configuration is entirely managed by the Client through the guided onboarding procedure integrated in the Platform.

21.2. Technical support is available through the assistant integrated in the Platform, which answers everyday questions and opens a support request whenever itinovo's intervention is required, and by email. Response times depend on the subscribed plan. The assistant does not constitute a real-time support service.

21.3. itinovo provides self-training resources (contextual guides, documentation, tutorials) accessible directly from the Platform.

22. Force Majeure

22.1. Neither party shall be held liable for non-performance or delays caused by force majeure events pursuant to art. 1218 of the Italian Civil Code, including but not limited to: infrastructure failures, cloud service interruptions, cyber attacks, pandemics, natural disasters, government measures, power or telecommunications interruptions.

22.2. The party affected by the force majeure event undertakes to do everything reasonably possible to limit its effects and resume performance of its obligations.

22.3. If the force majeure event persists for more than 60 days, either party may terminate the Contract without penalty.

23. Indemnification

23.1. The Client undertakes to indemnify and hold harmless itinovo from any claim, action or proceeding brought by third parties in relation to: the Client's use of the Platform, violation of these Conditions, violation of third-party rights, content entered by the Client, commercial activity carried out through the Platform, disputes between the Client and their own clients or suppliers.

23.2. The indemnification obligation survives the termination of the Contract.

24. Beta Features

24.1. The Platform may include features in beta or experimental version, identified as such.

24.2. Such features may be modified or removed without notice and are provided without additional warranties beyond those provided for the Platform.

25. Assignment

25.1. The Client may not assign the Contract or their Account without the prior written consent of itinovo.

25.2. itinovo may assign the Contract to third parties (including acquirers or successors) by giving the Client 30 days' advance notice.

26. General Provisions

26.1. These Conditions constitute the entire agreement between the parties regarding the Platform and supersede any prior understanding.

26.2. If any provision is held invalid, the remaining provisions remain fully effective.

26.3. Failure to enforce a provision does not constitute a waiver of the right to enforce it in the future.

26.4. Article headings are inserted for convenience of reading and have no interpretive value.

27. Applicable Law and Jurisdiction

27.1. These Conditions are governed by Italian law.

27.2. For any dispute, the Court of Bologna (Italy) shall have exclusive jurisdiction.

28. Languages

28.1. These Conditions are available in Italian, English, French, German, Spanish and Portuguese. In the event of discrepancy between versions, the Italian version shall prevail.

29. Contact

For any questions regarding these Conditions: legal@itinovo.com

By using the Platform, the Client confirms having read these Conditions in full, having understood them and accepting them without reservation.