ToBePolo Terms and Conditions of Use

Users Section

Last revised: 13 October 2026

This document governs the relationship between ToBePolo and the Users who intend to browse, book and purchase Crafts and Experiences through the Platform. Capitalised terms have the meaning given to them in Article 1 (Definitions).

Accessing, registering on and using the Platform entail full and unconditional acceptance of these Terms. If the User does not accept them, the User must refrain from using the Platform.

ToBePolo provides an e-commerce marketplace service that enables the publication, promotion, booking and purchase of Crafts and Experiences, facilitating the matching of supply and demand through Listings.

ToBePolo acts as a technology intermediary and marketplace operator. Except as expressly provided in these Terms and for the mandatory legal obligations imposed on the Platform, ToBePolo does not directly organise or provide the Crafts and Experiences published and is not a party to the contract for the Craft or Experience, which is concluded directly between the User and the Professional.

Art. 1 – Definitions

To allow these terms and conditions to be fully understood and accepted, the following terms, in the singular and in the plural, shall have the meanings set out below:

ToBePolo — ToBePolo S.r.l., with registered office in Castiglione delle Stiviere, Mantua, tax code and VAT number 02784100204, fully paid-up share capital EUR 20,000, registered with the Companies Register of the Mantua Chamber of Commerce under REA number: MN-340174, certified email (PEC) address tobepolo@pec.it, the entity that operates the Platform as a technology intermediary.

Platform — the “ToBePolo” digital platform, including the website, any mobile applications and all the digital services connected with it.

User — the natural person who accesses the Platform to browse, book and purchase Crafts and Experiences.

Professional — the natural or legal person who proposes and offers Crafts and Experiences on the Platform, falling into the following categories:

Professional with a VAT number

An entity holding a VAT number (self-employed professional, craftsperson, sole proprietorship, company) that is subject to the invoicing, VAT and tax obligations laid down by the legislation in force.

A User who purchases from a Professional with a VAT number benefits from all the protections provided by the Italian Consumer Code (legal guarantee of conformity, right of withdrawal where applicable, pre-contractual information obligations).

Private Individual without a VAT number

A natural person who carries out an activity on an occasional basis pursuant to Article 67, paragraph 1, letter l), of the Italian Consolidated Income Tax Act (TUIR), within the limits provided by law.

When purchasing from a Private Individual, the contractual relationship is between private individuals (C2C) and the protections of the Italian Consumer Code, including the right of withdrawal and the guarantee of conformity, do not apply. The User is invited to consider this carefully before booking.

The supplier’s status (Professional with a VAT number or Private Individual without a VAT number) is clearly stated in the Listing and on the order summary page before payment.

Crafts and Experiences — the crafts and experiences offered by Professionals on the Platform, divided into ToBePolo Crafts and ToBePolo Days (in the singular, “Craft or Experience”).

ToBePolo Crafts — training, demonstration or hands-on activities relating to arts and crafts, provided in person or online, individually or in groups.

ToBePolo Days — immersive experiences offered by Professionals, provided in person or online, individually or in groups.

Listing — the page published by the Professional on the Platform containing the description, conditions, price and information relating to a Craft or Experience.

Booking — the transaction by which the User selects and purchases a Craft or Experience through the Platform, completed when the Professional confirms it and the amount due is then charged.

Service Fee — the fee charged by ToBePolo for the services of publication, promotion, Booking management, payment collection and support, shown as a separate item in the order summary.

Safety and Risk Policy — the document annexed to and referred to in these Terms, which forms an integral and substantive part of them, containing the classification of Crafts and Experiences by risk level (low, medium, high), the list of categories of Crafts and Experiences not permitted on the Platform, the requirements that the Professional must meet for each level and category, and the thresholds above which a Private Individual without a VAT number is required to switch to the status of Professional with a VAT number. The Safety and Risk Policy can be consulted on the Platform and may be updated by ToBePolo with effect for Listings published after the update.

Cancellation Policy — the rules applicable to the cancellation of a confirmed Booking, as set out in the Listing and in these Terms.

Terms — the terms and conditions governing the relationship between ToBePolo and the Users of the Platform.

Point of Contact — the email address designated by ToBePolo for communications relating to the applicable legislation on digital services, including the reporting of content or information considered unlawful, namely: info@tobepolo.com.

The distinction between a Professional with a VAT number and a Private Individual without a VAT number has significant effects on the User’s rights, consumer protection and contractual liability, as specified in the individual articles of these Terms. The supplier’s status is stated in the Listing and on the summary page before payment.

Art. 2 – Subject matter and role of the Platform

ToBePolo provides an e-commerce marketplace service that enables the publication, promotion, booking and purchase of teaching activities called “ToBePolo Crafts” and of experiences called “ToBePolo Days” (together, the “Crafts and Experiences”), facilitating the matching of supply and demand.

The contract for the Craft or Experience is concluded directly between the User and the Professional indicated in the Listing.

ToBePolo does not directly organise or provide the Crafts and Experiences published, except as may be expressly stated for specific initiatives.

Through the Platform, the User may book and purchase Crafts and Experiences only (teaching of crafts or experiences). The Platform does not allow the purchase, supply or shipment of goods, products or material kits. Where a Craft or Experience involves the use of materials or kits, any supply of them takes place directly between the User and the Professional, outside the Platform and under the sole responsibility of the latter.

ToBePolo is responsible for the proper functioning of the Platform, the accessibility of the service, the correctness of the booking and payment flow, the management of personal data within its remit and the further mandatory obligations laid down by applicable legislation.

Art. 3 – Registration and account

To book a Craft or Experience, the User must create an account on the Platform, providing truthful and up-to-date information. The User is responsible for safeguarding their credentials and for all activity carried out through their account.

A minor may take part in a Craft or Experience only where the relevant Booking is made by a parent or by a person exercising parental responsibility, who does so in the name and on behalf of the minor, accepts the conditions of the Listing and the warnings relating to the Craft or Experience, and assumes responsibility for it. A booking made by an adult for the participation of a minor constitutes written consent within the meaning of the following paragraph.

Minors may take part only in Crafts and Experiences classified as low risk under the Safety and Risk Policy. Crafts and Experiences classified as medium or high risk are not open to minors. The Professional remains free to set stricter age limits for their own Craft or Experience, as stated in the Listing.

Minors’ personal data are processed in compliance with applicable legislation and with the Privacy Notice. The minor’s data strictly necessary for carrying out the Craft or Experience are provided by the adult making the Booking, under that adult’s own responsibility.

Art. 4 – Pre-contractual information and booking

Before proceeding to payment, the User is entitled to view the following information in a clear and comprehensible manner, in accordance with Article 49 of the Italian Consumer Code:

• description of the Craft or Experience, its duration, location and format (online or in person);
• total price of the Craft or Experience, including all components;
• the ToBePolo Service Fee, shown as a separate item in the order summary;
• indication of the applicable VAT or exemption, with reference to the supplier’s tax regime;
• the applicable Cancellation Policy;
• participation requirements, age limits, language and any risks or warnings;
• the supplier’s status (Professional with a VAT number or Private Individual without a VAT number) and its effects on the User’s rights;
• the supplier’s identification details, accessible through a dedicated “Supplier details” section on the checkout page, which shows:
• the Professional’s name and photograph;
• the Craft or Experience offered;
• the general geographical area;
• a written statement that the Craft or Experience is provided by the Professional indicated in the Listing;
• a written statement that ToBePolo acts as a digital intermediation platform between the User and the Professional;
• a statement that ToBePolo manages the services relating to booking, payment, communication and support;
• a statement that the content, quality, safety and proper performance of the Craft or Experience remain the responsibility of the Professional, within the limits provided by law and by the contractual terms.

The price shown includes VAT where applicable under the supplier’s tax regime. Where the Professional operates under the flat-rate regime, the transaction is exempt from VAT pursuant to Article 1, paragraph 58, of Law No. 190/2014 and the price shown constitutes the gross consideration.

With particular regard to Crafts and Experiences offered by a Private Individual without a VAT number, the User acknowledges, before payment, that the contractual relationship is between private individuals (C2C) and that the protections provided by the Italian Consumer Code for contracts concluded with a professional do not apply.

By sending the booking request, the User authorises payment of the amount shown on the summary page and accepts the conditions of the Listing and the applicable Cancellation Policy. The Professional has at most 6 (six) hours from the request to confirm it; the deadline is shorter when the Craft or Experience starts sooner and is stated in the email acknowledging the request. The Booking is completed when the Professional confirms it: only then is the amount charged. If the Professional declines the request or does not reply by the deadline, the request lapses and the User is not charged anything.

Art. 5 – Prices, payments, fees and invoicing

The Professional sets the final price of the Craft or Experience published in the Listing. That price is the total amount the User must pay for the Booking and includes the VAT applicable to the Craft or Experience, where due, or takes into account any exemption, non-application or different tax treatment declared by the Professional.

Before payment, the order summary visible to the User shows separately:

• the final price of the Craft or Experience;

the VAT included in the price, where applicable, or an indication of the relevant exemption, non-application, application of the reverse charge or other applicable tax treatment;

any discounts applied;

the total amount due from the User.

The ToBePolo Service Fee payable by the Professional is not an additional cost borne by the User and is not added to the final price shown at checkout. The total amount shown before payment therefore matches the total amount charged to the User, save for any variations made necessary by changes to the tax or billing details entered by the User before final confirmation of the order.

Where the Professional operates under the flat-rate regime or under another VAT exemption or non-application regime provided for by applicable legislation, the price shown constitutes the gross consideration due from the User and the order summary states that VAT has not been applied.

ToBePolo charges a Service Fee equal to 20% of the final price of the Craft or Experience paid by the User, including any VAT applicable to the Craft or Experience, plus the VAT due on the Service Fee itself. The fees charged by the payment service provider (Stripe) for collecting the payment of the Booking are borne by the Professional.

The Service Fee remunerates the services of publication, promotion, Booking management, payment collection, communication and support provided by the Platform.

ToBePolo collects the price in the name and on behalf of the Professional; payment to ToBePolo discharges the User’s obligation towards the Professional.

ToBePolo collects the amounts paid by the User through the Platform on behalf of the Professional and withholds from the sums collected:

the ToBePolo Service Fee and, separately, the VAT due on the Service Fee;

the fees charged by Stripe for collecting the payment of the Booking;

any tax withholdings or other amounts that ToBePolo is required to withhold under applicable legislation.

The remaining balance is credited to the Professional as follows:

• payment is made through the Stripe Connect service, to the payment account that ToBePolo opens with Stripe in the Professional’s name using the details provided at registration; the account holder’s identity and bank details are verified by Stripe; the Professional accepts the Stripe Connected Account Agreement by signing the membership agreement;
• the share due to the Professional is equal to the final price of the Craft or Experience paid by the User, including any VAT, less the ToBePolo Service Fee of 20% (twenty per cent), the VAT due on the Service Fee and the fees charged by Stripe for collecting the payment of that Booking, without prejudice to any withholdings required by law;
• where discount codes are used, a discount granted with a code issued by ToBePolo is borne by the Service Fee and does not reduce the Professional’s share, whereas a discount granted with a code issued by the Professional is borne entirely by the Professional’s share; in any case, the share may not exceed the amount actually paid by the User;
• the share is transferred to the balance of the Professional’s payment account automatically once 48 (forty-eight) hours have elapsed from the end of the Craft or Experience; if, on that date, a cancellation or refund request or a payment dispute is pending, the transfer remains suspended until it is resolved and is then made for the remaining amount;
• until the Professional’s payment account is active, the amounts accrued remain pending and are transferred once the account has been activated;
• the amounts transferred remain on the balance of the Professional’s payment account with Stripe and are paid out to the Professional’s bank account (IBAN) in accordance with the paragraph “Wallet and bank transfers” of Article 5 of the Professionals Section; the first payout may take longer;
• if, after the transfer, the Booking is refunded to the User in whole or in part, or the payment is disputed, ToBePolo recovers the corresponding share from the Professional’s connected account, in proportion to the amount refunded or disputed; if the dispute is resolved in the Professional’s favour, the recovered share is transferred again;
• there is no minimum payout threshold.

The Professional’s reserved area shows separately:

• the price paid by the User;
• the ToBePolo Service Fee;
• the VAT applicable to the Service Fee;
• the fees charged by Stripe for collecting the payment;
• the total withheld by ToBePolo;
• the estimated amount to be credited to the Professional.

The amount shown as “estimated amount to be credited” represents the balance remaining after the deductions made by the Platform. It does not necessarily represent the Professional’s final net earnings for tax purposes, which depend on the Professional’s tax regime, VAT obligations, income taxes, social security contributions and the possible deductibility of the VAT charged on the Service Fee.

The ToBePolo Service Fee and the consideration for the Craft or Experience are economically and fiscally separate amounts.

Where required by applicable legislation, ToBePolo issues the tax documentation relating to its own Service Fee, applying:

Italian VAT, where it is due;

the reverse charge, in dealings with EU Professionals holding a valid VAT number, where applicable;

the treatment provided for Professionals established in non-EU countries;

any other treatment required by applicable tax legislation.

The Professional with a VAT number is solely responsible for issuing the tax documentation relating to the consideration for the Craft or Experience and for applying the correct VAT treatment, according to their own tax regime, the country with tax jurisdiction, the nature of the Craft or Experience, the manner in which it is carried out and the User’s tax position.

Where the Professional operates under the flat-rate regime, the Professional issues the relevant documentation without charging VAT in the cases provided for by applicable legislation.

The Private Individual without a VAT number is solely responsible for issuing any accounting documentation relating to the consideration for the Craft or Experience and for complying with the tax, reporting and social security obligations applicable to occasional services.

Where ToBePolo is required by law to withhold tax on amounts due to a Private Individual without a VAT number, such withholdings are deducted from the amounts to be credited and paid to the competent authorities. The Private Individual is credited with the remaining amount after the Service Fee, the VAT on the Service Fee, the fees charged by Stripe for collecting the payment and the withholdings required by law.

In the event of a refund following cancellation by the User or by the Professional, the ToBePolo Service Fee, the VAT charged on the Service Fee and the other amounts withheld are handled in accordance with Articles 7, 8 and 9 of these Terms.

Any changes to the percentage of the Service Fee or to the way it is calculated are notified to the Professional with at least 15 days’ notice, except in duly justified cases of urgency or where required by law. A Professional who does not intend to accept the new conditions may withdraw from the relationship by the date on which they come into force.

The User acknowledges that the ToBePolo Service Fee and the consideration for the Craft or Experience are separate amounts.

Where required by applicable legislation, ToBePolo issues the tax documentation relating to its own Service Fee; the Professional or, where applicable, the Private Individual without a VAT number is the sole party responsible for issuing the tax or accounting documentation relating to the consideration for the Craft or Experience, in accordance with their own tax regime and applicable legislation.

Art. 6 – Right of withdrawal

ToBePolo enables the User to book experiences, workshops and hands-on activities relating to arts and crafts, run by Professionals or by Private Individuals without a VAT number. Crafts and Experiences can be purchased only by selecting a specific available slot, corresponding to a set date, time and duration. Once the Booking is completed, one or more places are reserved for the User for the selected slot and the corresponding availability of the Professional becomes unavailable, in whole or in part, to other Users. Under the applicable legislation on distance contracts and, in particular, Article 59, paragraph 1, letter n), of the Italian Consumer Code, the right of withdrawal is excluded for contracts for services related to leisure activities where the contract provides for a specific date or period of performance. Since ToBePolo Crafts and Experiences consist of experiences, workshops, and cultural, artistic, craft, creative, recreational and experiential learning activities booked for a set date and time, the User cannot cancel the Booking by invoking the 14-day cooling-off right generally provided for contracts concluded at a distance. The exclusion of the right of withdrawal does not in any way limit:

• the rights granted to the User by the Cancellation Policy set out in these Terms;
• the right to a full refund where the Craft or Experience is cancelled for reasons attributable to the Professional;
• the provisions on force majeure and exceptional circumstances;

the further mandatory rights and remedies provided by law in the event of non-performance, improper performance or non-conformity of the Craft or Experience. Where ToBePolo exceptionally introduces Crafts and Experiences or services that do not involve booking a specific date, time or period of performance, or for which the legislation does not provide for the exclusion of the right of withdrawal, the User may exercise that right within 14 (fourteen) days from the date on which the contract was concluded, by sending a notice to info@tobepolo.com.

Art. 7 – Cancellations and refunds

Cancellation by the User

For Crafts and Experiences with a set date or period, the User may cancel the Booking on the following conditions:

• Up to 72 (seventy-two) hours before the start of the Craft or Experience: the User is entitled, at the User’s choice, to a voucher of equal value to be used on the Platform or to a change of date, subject to the Professional’s availability;
• Within the 72 (seventy-two) hours before the start of the Craft or Experience: the Booking is non-refundable, except in cases of force majeure or exceptional circumstances as referred to in the paragraph “Force majeure and exceptional circumstances” of this article.

Cancellation by the Professional

In the event of cancellation by the Professional, the User is always entitled to a full refund of all sums paid, including, where applicable, the ToBePolo Service Fee and any other amount charged in connection with the Booking.

Refund terms and methods

Refunds are made within 14 (fourteen) days from the date of cancellation, using the same means of payment used by the User for the Booking, unless otherwise agreed.

Cancellation and modification channels

Requests for cancellation, modification or rescheduling must be made exclusively through the Platform or through the official channels indicated by ToBePolo. Agreements made directly between the User and the Professional outside the Platform are not valid, unless expressly confirmed in writing by ToBePolo.

Agreements and payments outside the Platform

If the User and the Professional agree outside the Platform on prices, discounts or payments for a Craft or Experience they came to know through the Platform, or exchange direct contact details for that purpose, whatever is agreed outside the Platform has no cancellation, date change or refund under these Terms, and ToBePolo provides no assistance in this respect. The conditions of this Article for sums paid through the Platform and the mandatory rights of consumers remain unaffected. Contact details needed to coordinate the Craft or Experience are shared through the dedicated chat feature, which makes them visible to the other party in the 72 hours before the Craft or Experience. This paragraph applies from 30 October 2026.

Force majeure and exceptional circumstances

Force majeure means any event that is unforeseeable, unavoidable and beyond the reasonable control of the party concerned, such as to make performance of the contractual obligations impossible or excessively onerous. By way of example and without limitation, the following constitute force majeure events: natural disasters, health emergencies, orders of the authorities, armed conflicts, acts of terrorism, widespread disruption of transport or telecommunications.

Exceptional circumstances means serious, supervening and documentable events which, while not meeting the requirements of force majeure, make it objectively impossible for the User to take part or for the Professional to provide the Craft or Experience. By way of example, exceptional circumstances include the death or serious illness of the User, of the Professional or of a close family member of either, as well as serious accidents occurring in the 48 (forty-eight) hours before the Craft or Experience.

In the event of duly documented force majeure or exceptional circumstances, ToBePolo assesses the request on the basis of objective and non-discriminatory criteria. In such cases, depending on the specific circumstances, a full or partial refund of the Booking, a change of date or other equivalent measures suitable for protecting the parties involved may be arranged.

A party wishing to rely on these provisions must promptly notify ToBePolo via info@tobepolo.com attaching the available supporting documentation.

ToBePolo communicates the outcome of the request within 7 working days of receiving the complete documentation. The right to lodge a complaint under the section “Internal complaint-handling system” of these Terms remains unaffected.

Art. 8 – Disclosure of data and performance of the Craft or Experience

The Professional provides the Craft or Experience under their sole responsibility. ToBePolo takes no part in the organisation or performance of the Craft or Experience.

The Professional’s details are disclosed to the User progressively, in the following stages:

Listing page: the Professional is identified by first name (e.g. “Marco”), together with the craft, the general area and the status (Professional with a VAT number, “Professional”, or Private Individual without a VAT number, “Hobbyist”); personal contact details and information not necessary for the initial assessment of the Craft or Experience are not published on the Listing page.

Checkout: before completing the purchase, the User sees the same information as indicated in letter a) above and can access, through a dedicated section called “Supplier details”, the information on the party providing the Craft or Experience, in accordance with Article 49 of the Italian Consumer Code. That section shows:

• the Professional’s name and photograph;
• the Craft or Experience offered;
• the general geographical area;
• the status of Professional with a VAT number or of Private Individual without a VAT number;
• a statement that the Craft or Experience is provided by the Professional indicated in the Listing;
• a statement that ToBePolo acts as a digital intermediation platform between the User and the Professional;
• a statement that ToBePolo manages the services relating to booking, payment, communication and support;
• a statement that the content, quality, safety and proper performance of the Craft or Experience remain the responsibility of the Professional, within the limits provided by law and by the contractual terms.

To request information from the Professional before purchase, the User may write to info@tobepolo.com, stating in the subject line, as a mandatory requirement: Pre-purchase request – Professional’s name – experience name; ToBePolo identifies the relevant Listing, forwards the request to the Professional and sends any reply to the User through the same electronic channel. The request is deemed to have been properly received when the User receives from ToBePolo confirmation, automatic or explicit, that the pre-purchase request has been received. If no such confirmation is received, the User is invited to check that the address used and the information entered in the subject line are correct, and to send the request again. The Professional’s personal telephone number, private email address, social media profiles and full operating address are not published at checkout. Pre-contractual communications are handled through the electronic channel provided by ToBePolo, so as to ensure that they can be traced and retained, without prejudice to compliance with the mandatory information obligations laid down by Article 49 of the Italian Consumer Code and by applicable legislation.

Booking confirmation: once the purchase has been completed, the User receives a confirmation containing the information already made available in the “Supplier details” section, as well as:

• the Professional’s name;
• the status of Professional with a VAT number (Professional) or of Private Individual without a VAT number (Hobbyist);
• the title, date, time and general geographical area of the Craft or Experience;
• a summary of the price paid and of the conditions applicable to the booking;
• the instructions needed to prepare for and take part in the Craft or Experience;
• a statement that ToBePolo acts as a digital intermediation platform and manages the services relating to booking, payment, communication and support;
• a statement that all communications relating to the booking must take place through the ToBePolo internal chat, which can be used within the reserved area of the User’s profile.

The booking confirmation does not contain the Professional’s personal telephone number, private email address, social media profiles or other direct contact details, unless disclosing them is strictly necessary for the performance of the Craft or Experience or mandatorily required by applicable legislation. Information obtained through the Platform may not be used by the User or by the Professional to arrange, purchase, sell or renew, outside ToBePolo, the booked Craft or Experience or other Crafts and Experiences discovered through the Platform.

Within the 72 hours before the Craft or Experience: the exact operating address and, where strictly necessary for logistical coordination, the Professional’s telephone number and/or email address.

The User undertakes to arrive at the place and time indicated, to comply with the rules communicated by the Professional and to behave properly, respectfully and in accordance with the law.

Art. 9 – Liability

ToBePolo is responsible for the proper functioning of the Platform, the management of the booking and payment flow, the processing of personal data within its remit and the further mandatory obligations laid down by applicable legislation.

The Professional is responsible for the organisation, delivery, quality, safety and lawfulness of the Craft or Experience and for its conformity with the description in the Listing, as well as for every regulatory obligation connected with the Professional’s own activity.

Except in cases of direct liability of ToBePolo provided for by law or by these Terms, ToBePolo is not liable for failures to perform, delays or damage attributable to the conduct of the Professional.

In no event may the limitations of liability set out in this article exclude or limit: (i) liability for wilful misconduct or gross negligence; (ii) liability for death or personal injury; (iii) the mandatory rights to which the User is entitled under applicable law.

The User undertakes not to use the Platform in a manner that is unlawful, fraudulent or detrimental to the rights of ToBePolo, the Professionals or third parties.

Art. 10 – Safety of Crafts and Experiences and insurance cover

Some Crafts and Experiences, by their nature, may require the Professional to hold insurance cover, authorisations, professional qualifications or specific safety measures required by law or reasonably necessary in relation to the Craft or Experience offered.

Crafts and Experiences are classified by risk level (low, medium, high) according to the criteria of the Safety and Risk Policy available on the Platform. Certain categories of Crafts and Experiences are not permitted on the Platform. For medium- and high-risk Crafts and Experiences, the Professional is required, as a condition for publication, to hold civil liability insurance cover; ToBePolo checks that the related declaration exists but does not guarantee the adequacy or sufficiency of the cover, which remain the sole responsibility of the Professional. The risk level of the Craft or Experience is stated in the Listing.

Unless otherwise stated on the Platform or in the Listing, ToBePolo does not systematically verify whether the Professional holds insurance cover, nor compliance with specific safety standards beyond the legal obligations declared by the Professional.

It remains the case that the Professional is solely responsible for adopting all the measures necessary to ensure that the Craft or Experience is carried out safely, and for obtaining and maintaining any cover, authorisations and requirements that may be required.

In any event, ToBePolo’s liability for matters within its own remit and for the mandatory obligations laid down by law remains unaffected.

Art. 11 – Reviews and ratings

Only a User who has booked and paid for the Craft or Experience through the Platform may write a review, within 25 days of its end. The Platform automatically checks that the review is linked to a paid and completed Booking. Before publication, the ToBePolo team checks, within 5 days of submission, that the content complies with these Terms; the rating and opinion, even if negative, are not grounds for rejection. ToBePolo declines to publish, or removes, a review only if it contains threats, harassment or unlawful content, personal data of third parties, spam, or content unrelated to the Booking, or if it is a duplicate, and informs the author of the reason; the author may lodge a complaint under Article 14. The Professional may reply publicly but may not edit or remove the review. Once two years have passed since publication, the Professional may request its removal.

ToBePolo does not purchase or solicit fake or manipulated reviews.

Art. 12 – Ranking of Listings

The order and visibility of Listings on the Platform are determined mainly on the basis of parameters such as: relevance to the search carried out by the User, location and category of the Craft or Experience, availability on the requested dates, completeness and informational quality of the Listing, reviews and ratings received, and the Professional’s reliability in managing Bookings.

The relative importance of these parameters may vary depending on the characteristics of the search, the category of Craft or Experience and the operational needs of the Platform.

ToBePolo does not give preferential treatment to its own Listings or to individual Professionals, except as may be clearly and transparently stated on the Platform.

Art. 13 – Reporting of illegal content (Digital Services Act)

The User may report to ToBePolo – at the address info@tobepolo.com – any content, information or Listings considered illegal. The report must contain, as far as possible, a sufficiently substantiated description of the content complained of and the information needed to identify it.

ToBePolo examines the reports it receives in a diligent, non-arbitrary and non-discriminatory manner and may, where necessary, adopt measures such as removing the content, restricting its visibility or suspending the Listing or account concerned, informing the person who submitted the report of the outcome to the extent permitted by law.

Zero tolerance. The Platform applies zero tolerance to offensive, discriminatory, violent, misleading or illegal content and to harassing or abusive behaviour towards other Users. Every User can report an experience, a profile, a review or a chat conversation using the “Report” function, and can block in the chat anyone who is bothering them: the blocked person can no longer write to them. ToBePolo examines every report within 24 (twenty-four) hours; content that breaches the Terms is removed and whoever published it may be suspended or excluded from the Platform, subject to a reasoned notice and with the possibility of lodging a complaint.

Art. 14 – Complaints, assistance and dispute resolution

The User may submit complaints concerning the Platform, Bookings, refunds or Crafts and Experiences to the address info@tobepolo.com.

ToBePolo undertakes to provide an initial response within 7 working days of receipt of the complaint and, where possible, a final response within 30 working days.

This is without prejudice to the User’s right to use the competent ADR (Alternative Dispute Resolution) bodies and the information tools made available by the European Commission for the resolution of consumer disputes.

The User may also contact the Italian Competition Authority (Autorità Garante della Concorrenza e del Mercato) in respect of any unfair commercial practices, and the Italian Data Protection Authority (Garante per la protezione dei dati personali) for matters relating to the processing of personal data.

Art. 15 – Changes to the Terms and Conditions

ToBePolo reserves the right to amend these Terms. Any change will be communicated to the User with at least 30 (thirty) days’ notice before it takes effect, by e-mail or by notification on the Platform, indicating the changes compared with the previous version.

A User who does not intend to accept the changes may withdraw from the relationship and delete their account by the date on which the changes take effect, without penalty and without any prejudice to Bookings already confirmed.

Continued use of the Platform after the changes have taken effect constitutes acceptance of them.

The changes made by the revision of 6 October 2026 (art. 1 and art. 4) are in the User’s favour and apply immediately.

Art. 16 – Privacy and processing of personal data

The User’s personal data is processed by ToBePolo as data controller, as set out in the Privacy Policy available on the Platform, in accordance with Regulation (EU) 2016/679 (GDPR) and the Italian Privacy Code (Legislative Decree No. 196/2003).

The User’s personal data necessary for the performance of the Craft or Experience and the management of the Booking may be disclosed to the Professional to the extent strictly necessary for the performance of the contract and in accordance with the principle of data minimisation.

For the purposes connected with the provision of the booked Craft or Experience, ToBePolo and the Professional act as independent data controllers within their respective areas of competence, as set out in their respective privacy notices, where applicable.

For minor users, personal data is processed in compliance with the applicable legislation, it being understood that, for minors under the age of 14, any consent must be given or authorised by the holder of parental responsibility.

Art. 17 – Duration, suspension and termination

The contractual relationship remains in force for as long as the User’s account is active on the Platform. The User may delete their account at any time.

ToBePolo may suspend or deactivate the User’s account in the event of a breach of these Terms, unlawful or fraudulent use of the Platform, conduct harmful to Professionals, other users or third parties, or for reasons of security or regulatory compliance, subject to a prior reasoned notice, except where immediate suspension or deactivation is necessary to comply with legal obligations or to prevent imminent harm.

Art. 18 – Applicable law and competent court

These Terms are governed by Italian law.

For any dispute arising from these Terms, the competent court is that of the place where the User is domiciled or resident, pursuant to Article 66-bis of the Italian Consumer Code. This jurisdiction is mandatory and cannot be varied by contract.

For Crafts and Experiences purchased from a Private Individual without a VAT number, since this is a relationship between private individuals (C2C), the competent court is that of the place of residence or domicile of the defendant or, alternatively, the court of the place where the obligation in dispute arose or is to be performed, pursuant to Articles 18, 19 and 20 of the Italian Code of Civil Procedure.

Professionals Section

Last revised: 13 October 2026

This document governs the relationship between ToBePolo and the Professionals who intend to publish and offer Crafts and Experiences through the Platform. Capitalised terms have the meaning given to them in Art. 1 (Definitions).

Access to, registration on and use of the Platform by the Professional entail full and unconditional acceptance of these Terms. If they do not accept them, the Professional must refrain from using the Platform.

ToBePolo provides an e-commerce marketplace service that enables the publication, promotion, booking and purchase of Crafts and Experiences, facilitating the matching of supply and demand through Listings.

ToBePolo acts exclusively as a technology intermediary: it neither organises nor directly provides the published Crafts and Experiences and is not a party to the contract concluded between the Professional and the User.

Art. 1 – Definitions

To allow these terms and conditions to be fully understood and accepted, the following terms, in the singular and in the plural, shall have the meanings set out below:

ToBePolo — ToBePolo S.r.l., with registered office in Castiglione delle Stiviere, Mantua, tax code and VAT number 02784100204, fully paid-up share capital EUR 20,000, registered with the Companies Register of the Mantua Chamber of Commerce under REA number: MN-340174, certified email (PEC) address tobepolo@pec.it, the entity that operates the Platform as a technology intermediary.

Platform — the “ToBePolo” digital platform, including the website, any mobile applications and all digital services connected with it.

Professional — the natural or legal person who proposes and offers Crafts and Experiences on the Platform, falling into the following categories:

Professional with a VAT number (Professional)

A person or entity holding a VAT number (self-employed professional, craftsperson, sole proprietorship, company) that is subject to the invoicing, VAT and tax compliance obligations laid down by the legislation in force

Private Individual without a VAT number (Hobbyist)

A natural person who carries out activities on an occasional basis within the meaning of Article 67(1)(l) of the TUIR (Italian Consolidated Income Tax Act), within the limits set by law.

The distinction between the two categories has significant effects on tax obligations, documentation, contractual liability and Users’ rights, as specified in the individual articles of these Terms and in the corresponding User Terms and Conditions.

User — the natural person who accesses the Platform to browse, book and purchase Crafts and Experiences.

Crafts and Experiences — the crafts and experiences offered by Professionals on the Platform, divided into ToBePolo Crafts and ToBePolo Days (in the singular, “Craft or Experience”).

ToBePolo Crafts — training, demonstration or hands-on activities relating to arts and crafts, provided in person or online, individually or in groups.

ToBePolo Days — immersive experiences offered by Professionals, provided in person or online, individually or in groups.

Listing — the page published by the Professional on the Platform containing the description, conditions, price and information relating to a Craft or Experience.

Booking — the transaction by which the User selects and purchases a Craft or Experience through the Platform, completed when the Professional confirms it and the amount due is then charged.

Service Fee — the fee retained by ToBePolo, equal to 20% of the final price of the Craft or Experience paid by the User, including any VAT applicable to the Craft or Experience, plus the VAT due on the Fee itself, in return for the publication, promotion, booking management, payment collection and assistance services.

Onboarding — the registration and verification procedure for the Professional, including the collection of identification data and of the required documentation, which precedes the activation of the account and the publication of the first Listing.

Safety and Risk Policy — the document annexed to and referred to in these Terms, which forms an integral and substantive part of them, containing the classification of Crafts and Experiences by risk level (low, medium, high), the list of categories of Crafts and Experiences not permitted on the Platform, the requirements that the Professional must meet for each level and category, and the thresholds above which a Private Individual without a VAT number is required to switch to the status of Professional with a VAT number. The Safety and Risk Policy can be consulted on the Platform and may be updated by ToBePolo with effect for Listings published after the update.

Cancellation Policy — the rules applicable to the cancellation of a confirmed Booking, as set out in the Listing and in these Terms.

Terms — the terms and conditions governing the relationship between ToBePolo and those who intend to publish and offer Crafts and Experiences through the Platform.

Art. 2 – Subject matter and role of the Platform

ToBePolo provides a marketplace service for the publication, promotion and booking management of Crafts and Experiences. The contract relating to the Craft or Experience is concluded directly between the Professional and the User; the Professional remains solely responsible for the proper performance of the Craft or Experience and for its conformity with what is stated in the Listing.

ToBePolo is responsible for the proper functioning of the Platform, the accessibility of the service, the correctness of the booking and payment flow and the management of personal data within the scope of its competence.

The Platform allows exclusively the publication, booking and purchase of Crafts and Experiences (ToBePolo Crafts and ToBePolo Days). ToBePolo does not handle the sale, supply or shipping of goods, products or material kits. Where a Craft or Experience involves the use of materials or kits, any supply of them takes place directly between the Professional and the User, outside the Platform, under the sole responsibility of the Professional and in compliance with the applicable legislation, without ToBePolo being a party to it.

Art. 3 – Requirements, status and onboarding of the Professional

The Professional represents and warrants that they possess the abilities, skills, authorisations and requirements necessary to offer the Crafts and Experiences, and that they correctly state their status (Professional with a VAT number or Private Individual without a VAT number) and all the information requested at registration.

Before the account is activated and the first Listing is published, the Professional is required to provide ToBePolo, through the onboarding procedure provided by the Platform, with the following information:

• first name and surname, or company or business name;
• tax code and, where applicable, VAT number; indication of whether the ordinary or flat-rate tax regime applies;
• date of birth and, where applicable, Companies Register registration number;
• address of the registered office or domicile;
• contact details (telephone, e-mail);
• a copy of a valid identity document;
• IBAN of the account on which payments are to be received: it may also be provided after the first Listing is published, and in any case before the first transfer of earnings; until then the amounts accrued remain on hold under art. 5;
• any documentation evidencing authorisations, qualifications or registration in professional registers, and insurance, where required by the nature of the Craft or Experience;
• a declaration of their status (Professional with a VAT number or Private Individual without a VAT number).

ToBePolo reserves the right to verify the completeness, truthfulness and currency of the information provided, including after the account has been activated, and to request additions or updates at any time, in accordance with Article 30 of Regulation (EU) 2022/2065 (Digital Services Act). Should the information prove to be false, incomplete or out of date, ToBePolo may suspend or deactivate the account in accordance with the procedures laid down in Article 15.

The Professional is solely responsible for all tax, social security, administrative and regulatory obligations connected with their activity. In particular, the Professional with a VAT number is required to issue invoices and to comply with VAT obligations according to their tax regime; the Private Individual without a VAT number is required to comply with the limits of occasional activity and the related reporting obligations.

Status and scope of the Crafts and Experiences permitted for each category.

The Crafts and Experiences that may be published are classified by risk level (low, medium, high) and by category, according to the criteria set out in the Safety and Risk Policy, which forms an integral part of these Terms and may be consulted on the Platform.

A Private Individual without a VAT number may publish only Crafts and Experiences classified as low risk; the publication of medium- or high-risk Crafts and Experiences is reserved to Professionals with a VAT number who meet the requirements laid down for the relevant category, including, where required, the insurance cover referred to in Article 10. ToBePolo does not publish the categories of Crafts and Experiences listed as prohibited in the Safety and Risk Policy.

Threshold for moving from occasional to professional activity.

The Private Individual without a VAT number is required to operate within the limits of occasional activity under the legislation in force. In order to prevent incorrect classification, ToBePolo monitors, for each Private Individual without a VAT number, the total value of the consideration accrued on the Platform and the number of Crafts and Experiences provided in the calendar year.

Once the thresholds set out in the Safety and Risk Policy are exceeded, calculated on the value of the consideration or, alternatively, on the number of Crafts and Experiences provided, whichever threshold is reached first, ToBePolo sends the Private Individual a notice and makes the continuation of their activity on the Platform conditional upon their acquiring the status of Professional with a VAT number.

These thresholds constitute an internal precautionary parameter of the Platform and do not replace the assessment, which rests solely with the Private Individual and the competent authorities, as to whether the legal conditions for opening a VAT number are met, which depend on whether the activity is habitual and continuous. The tax reporting obligations incumbent on the Platform under the applicable legislation remain unaffected.

Art. 4 – Publication of Listings, transparency obligations and ranking

The Listing must be complete, truthful and up to date and include, where applicable: a description of the Craft or Experience, duration, location, format (online or in person), participation requirements, age limits, language, any risks or warnings, inclusions and exclusions, the applicable cancellation policy and a price inclusive of all components.

The Professional warrants that the content, images, videos and materials published in the Listing do not infringe intellectual property rights or other third-party rights, and that reviews and feedback are in no way manipulated or artificially solicited.

Risk classification of the Craft or Experience. When publishing, the Professional is required to state the risk level of the Craft or Experience (low, medium, high) by applying the criteria of the Safety and Risk Policy, and to declare that they meet the requirements laid down for the declared level and category. The classification is a declaration made by the Professional, who is answerable for it; ToBePolo does not assess the manner in which the Craft or Experience is performed and does not guarantee the adequacy of the classification made by the Professional.

Should ToBePolo find that the classification of a Craft or Experience is inconsistent with the criteria of the Safety and Risk Policy, or that the Professional does not meet the declared requirements, ToBePolo does not reclassify the Craft or Experience on its own initiative, but suspends or does not publish the relevant Listing and asks the Professional to correct or supplement it, giving a reasoned notice to that effect. Publication resumes once the Professional has corrected the classification or provided the requirements requested.

The order and visibility of Listings on the Platform are determined mainly on the basis of parameters such as: relevance to the search carried out by the User, location and category of the Craft or Experience, availability on the requested dates, completeness and informational quality of the Listing, reviews and ratings received, and the Professional’s reliability in managing Bookings.

ToBePolo does not apply preferential treatment in favour of its own Listings or of individual Professionals, except as may be transparently indicated on the Platform.

Art. 5 – Prices, payments, fees and invoicing

The Professional sets the price of the Craft or Experience published in the Listing. The order summary shown to the User before payment indicates separately: (i) the price of the Craft or Experience; (ii) the ToBePolo Service Fee; (iii) VAT, where applicable, or an indication of the relevant exemption or non-application; (iv) the total amount payable by the User. Where the Professional operates under the flat-rate regime or another regime of VAT exemption or non-application provided for by law, the price indicated constitutes the gross consideration payable by the User.

ToBePolo charges a fee equal to 20% (twenty per cent) of the final price of the Craft or Experience paid by the User, including any VAT applicable to the Craft or Experience, plus the VAT due on the fee itself. The fees charged by the payment service provider (Stripe) for collecting the payment of the Booking are borne by the Professional and deducted from their share.

The fee remunerates the publication, promotion, booking management, payment collection and assistance services provided by the Platform.

The Professional grants ToBePolo a mandate with power of representation to collect, in the Professional’s name and on their behalf, the consideration for the Crafts and Experiences and to retain the Service Fee from it. The sums collected are due to the Professional, net of the Fee, and are transferred as set out below. The mandate is granted by the Professional alone.

ToBePolo collects the amounts paid by the User through the Platform. The net amount due to the Professional, after deduction of the ToBePolo Service Fee, the related VAT and the fees charged by Stripe for collecting the payment, is credited as follows:

• payment is made through the Stripe Connect service, to the payment account that ToBePolo opens with Stripe in the Professional’s name using the details provided at registration; the account holder’s identity and bank details are verified by Stripe; the Professional accepts the Stripe Connected Account Agreement by signing the membership agreement;
• the share due to the Professional is equal to the final price of the Craft or Experience paid by the User, including any VAT, less the ToBePolo Service Fee of 20% (twenty per cent), the VAT due on the Service Fee and the fees charged by Stripe for collecting the payment of that Booking, without prejudice to any withholdings required by law;
• where discount codes are used, a discount granted with a code issued by ToBePolo is borne by the Service Fee and does not reduce the Professional’s share, whereas a discount granted with a code issued by the Professional is borne entirely by the Professional’s share; in any case, the share may not exceed the amount actually paid by the User;
• the share is transferred to the balance of the Professional’s payment account automatically once 48 (forty-eight) hours have elapsed from the end of the Craft or Experience; if, on that date, a cancellation or refund request or a payment dispute is pending, the transfer remains suspended until it is resolved and is then made for the remaining amount;
• until the Professional’s payment account is active, the amounts accrued remain pending and are transferred once the account has been activated;
• the amounts transferred remain on the balance of the Professional’s payment account with Stripe and are paid out to the Professional’s bank account (IBAN) in accordance with the paragraph “Wallet and bank transfers” of Article 5 of the Professionals Section; the first payout may take longer;
• if, after the transfer, the Booking is refunded to the User in whole or in part, or the payment is disputed, ToBePolo recovers the corresponding share from the Professional’s connected account, in proportion to the amount refunded or disputed; if the dispute is resolved in the Professional’s favour, the recovered share is transferred again;
• there is no minimum payout threshold.

Wallet and bank transfers. The credited earnings remain in the balance of the payment account with Stripe until they are paid by bank transfer to the account (IBAN) indicated in the profile, at the frequency chosen on the Platform: once a month, after each sale of a Craft or Experience, or on request. In each calendar month one bank transfer, the first one made, is free of charge; each additional bank transfer in the same month costs €0.10 plus 0.25% of the amount, deducted from the amount itself. With the monthly frequency, if the free bank transfer has already been used in that month, the automatic end-of-month bank transfer is not made and the balance is paid out free of charge the following month. The balance may not remain in the account for more than 90 days: amounts that have been held for 80 days are paid out automatically and free of charge. Upon signature of the membership agreement, ToBePolo is authorised to charge to the balance of the Professional’s Stripe account the costs of additional bank transfers and the purchases that the Professional chooses to pay for with the balance on the Platform. The time taken for funds to be credited to the bank account depends on Stripe and on the Professional’s bank.

The ToBePolo Service Fee and the consideration for the Craft or Experience are separate amounts. ToBePolo issues, where required by the applicable legislation, the tax documentation relating to its Service Fee.

The Professional with a VAT number is solely responsible for issuing the tax documentation relating to the consideration for the Craft or Experience in accordance with their tax regime and the applicable legislation. Where they operate under the flat-rate regime, they issue the relevant documentation without charging VAT in the cases provided for by law.

The Private Individual without a VAT number is solely responsible for issuing the accounting documentation relating to the consideration for the Craft or Experience in accordance with the legislation applicable to occasional services. Where ToBePolo is required by law to apply tax withholdings to the fees due to the Private Individual without a VAT number, such withholdings will be retained by ToBePolo and paid to the competent authorities, and the remaining net fee will be credited to the Private Individual.

In the event of a refund following cancellation by the User or by the Professional, the ToBePolo Service Fee is handled in accordance with Article 7.

Any changes to the Service Fee or to its method of calculation will be communicated to the Professional with at least 15 (fifteen) days’ notice, except in duly justified cases of urgency or where required by regulatory obligations, in accordance with the applicable legislation. A Professional who does not intend to accept the new conditions may withdraw from the relationship by the date on which the changes take effect.

Art. 5-bis – Reporting to the Italian Revenue Agency (DAC7)

ToBePolo is a reporting platform operator pursuant to Legislative Decree No. 32 of 1 March 2023 and, from 1 January 2027, Articles 210–226 of Legislative Decree No. 141 of 5 August 2026. The Professional provides, and keeps up to date, their first name and surname or business name, address, tax code, VAT number where applicable, date of birth, Companies Register registration number where applicable, IBAN and account holder. ToBePolo reports this data to the Italian Revenue Agency, together with the consideration paid, the fees retained and the number of Crafts and Experiences in each quarter, by 31 January of the following year, and sends a copy to the Professional by the same date. If the Professional fails to provide the requested data after the initial request and two reminders, and sixty days have elapsed since the request, ToBePolo withholds the consideration due to them until the data is provided, or closes their profile and prevents them from registering again.

Art. 6 – Booking management and performance of the Craft or Experience

The Professional undertakes to:

• confirm or decline each booking request within the deadline set by the Platform, which does not exceed 6 (six) hours from the request and is shorter when the Craft or Experience starts sooner; if there is no reply by the deadline, the request lapses and the User is not charged anything;
• manage confirmed bookings within the timeframes set by the Platform;
• provide the Craft or Experience as described in the Listing;
• maintain adequate quality and safety standards;
• communicate with the User exclusively through the internal chat and the other tools of the Platform, except for the contact details that the Platform makes visible in the 72 hours preceding the Craft or Experience for logistical coordination purposes only.

The Professional’s data is disclosed to the User progressively, according to the following stages:

Listing page: the Professional is identified by first name (e.g. “Marco”), together with the craft, the general area and the status (Professional with a VAT number, “Professional”, or Private Individual without a VAT number, “Hobbyist”); personal contact details and information not necessary for the initial assessment of the Craft or Experience are not published on the Listing page.

Checkout: before completing the purchase, the User sees the same information as indicated in letter a) above and can access, through a dedicated section called “Supplier details”, the information on the party providing the Craft or Experience, in accordance with Article 49 of the Italian Consumer Code. That section shows:

• the Professional’s name and photograph;
• the Craft or Experience offered;
• the general geographical area;
• the status of Professional with a VAT number or of Private Individual without a VAT number;
• a statement that the Craft or Experience is provided by the Professional indicated in the Listing;
• a statement that ToBePolo acts as a digital intermediation platform between the User and the Professional;
• a statement that ToBePolo manages the services relating to booking, payment, communication and support;
• a statement that the content, quality, safety and proper performance of the Craft or Experience remain the responsibility of the Professional, within the limits provided by law and by the contractual terms.

To request information from the Professional before purchase, the User may write to info@tobepolo.com, stating in the subject line, as a mandatory requirement: Pre-purchase request – Professional’s name – experience name; ToBePolo identifies the relevant Listing, forwards the request to the Professional and sends any reply to the User through the same electronic channel. The request is deemed to have been properly received when the User receives from ToBePolo confirmation, automatic or explicit, that the pre-purchase request has been received. If no such confirmation is received, the User is invited to check that the address used and the information entered in the subject line are correct, and to send the request again. The Professional’s personal telephone number, private email address, social media profiles and full operating address are not published at checkout. Pre-contractual communications are handled through the electronic channel provided by ToBePolo, so as to ensure that they can be traced and retained, without prejudice to compliance with the mandatory information obligations laid down by Article 49 of the Italian Consumer Code and by applicable legislation.

Booking confirmation: once the purchase has been completed, the User receives a confirmation containing the information already made available in the “Supplier details” section, as well as:

• the Professional’s name;
• the status of Professional with a VAT number (Professional) or of Private Individual without a VAT number (Hobbyist);
• the title, date, time and general geographical area of the Craft or Experience;
• a summary of the price paid and of the conditions applicable to the booking;
• the instructions needed to prepare for and take part in the Craft or Experience;
• a statement that ToBePolo acts as a digital intermediation platform and manages the services relating to booking, payment, communication and support;
• a statement that all communications relating to the booking must take place through the ToBePolo internal chat, which can be used within the reserved area of the User’s profile.

The booking confirmation does not contain the Professional’s personal telephone number, private e-mail address, social media profiles or other direct contact details, unless their disclosure is strictly necessary for the performance of the Craft or Experience or mandatorily required by the applicable legislation.

Information obtained through the Platform may not be used by the User or by the Professional to arrange, purchase, sell or renew, outside ToBePolo, the booked Craft or Experience or other Crafts and Experiences they have come to know through the Platform.

At or within 72 hours before the Craft or Experience: the exact operating address and, where strictly necessary for the logistical coordination of the Craft or Experience, the Professional’s telephone number and/or e-mail address.

The Professional’s direct contact details are disclosed exclusively for logistical coordination purposes connected with the performance of the Craft or Experience. The Professional gives their consent to this progressive processing of data at registration, as set out in the privacy notice.

Art. 7 – Cancellations and rescheduling by the Professional

7.1 General rule

The Professional is required to honour confirmed Bookings. In the event of cancellation or rescheduling attributable to the Professional, ToBePolo handles the refund or modification of the Booking in accordance with the applicable User Terms and Conditions. In the event of cancellation by the Professional, the User is always entitled to a full refund of all sums paid, including the ToBePolo Service Fee and any other amount charged in connection with the Booking.

7.2 Mandatory channel for cancellations and changes

Requests to cancel or modify the Craft or Experience must be made exclusively through the Platform or through the official channels indicated by ToBePolo. The Professional may not directly handle refunds, cancellations or rescheduling outside the Platform, unless expressly authorised in writing by ToBePolo.

7.3 Effects of cancellations depending on when they occur

Depending on when the cancellation is notified, the following rules apply:

Cancellation notified up to 72 (seventy-two) hours before the start date of the Craft or Experience: ToBePolo may take proportionate corrective measures, taking into account in particular the frequency of cancellations, the reasons given, the impact on the Users involved and compliance with the quality standards required by the Platform.

Cancellation notified within the 72 hours preceding the start of the Craft or Experience: ToBePolo may apply progressive measures according to objective and non-discriminatory criteria, as follows:

• first late cancellation in the preceding 12 (twelve) months: formal written warning;
• second late cancellation in the preceding 12 (twelve) months: temporary reduction of the Listing’s visibility for a maximum period of 14 days;
• third late cancellation in the preceding 12 (twelve) months: temporary restriction of the account for a maximum period of 30 days;

from the fourth late cancellation in the preceding 12 (twelve) months: suspension of the account for up to 90 days, with the option of initiating the procedure for terminating the relationship as set out in the section “Duration, suspension and termination”.

The application of the section “Force majeure and exceptional circumstances” of these Terms remains unaffected.

Art. 8 – Cancellation by the User

General rule

In the event of cancellation by the User, the refund is governed by this Cancellation Policy, which applies to all Crafts and Experiences with a set date or period.

8.2 Mandatory channel for cancellations and changes

Requests for cancellation, modification or rescheduling must be made exclusively through the Platform or through the official channels indicated by ToBePolo. Agreements concluded directly between the User and the Professional outside the Platform are not valid for the purposes of applying this Policy, unless expressly confirmed in writing by ToBePolo.

8.3 Effects of cancellation depending on when it occurs

Depending on when the cancellation is notified, the following rules apply:

Cancellation notified up to 72 (seventy-two) hours before the start date of the Craft or Experience: the User is entitled, at their choice, to a voucher of equal value that can be used on the Platform or to a change of date, subject to the Professional’s availability.

Cancellation notified in the 72 (seventy-two) hours preceding the start of the Craft or Experience: the Booking is non-refundable, as regards neither the price of the Craft or Experience nor the ToBePolo Service Fee, except as provided in the section “Force majeure and exceptional circumstances”.

8.4 Refund terms and procedures

Monetary refunds due under this Article are made within 14 (fourteen) days of confirmation of the entitlement, using the same means of payment used by the User for the Booking, unless otherwise agreed or unless a different method is technically necessary.

Where the User is entitled to a voucher under the first point of Article 8.3, the voucher is issued within 14 (fourteen) days of notification of the cancellation and is valid for 12 (twelve) months from the date of issue.

Art. 9 – Force majeure and exceptional circumstances

Force majeure means any event that is unforeseeable, unavoidable and beyond the reasonable control of the party concerned, such as to make performance of the contractual obligations impossible or excessively onerous. By way of example and without limitation, the following constitute force majeure events: natural disasters, health emergencies, orders of the authorities, armed conflicts, acts of terrorism, widespread disruption of transport or telecommunications.

Exceptional circumstances means serious, supervening and documentable events which, while not meeting the requirements of force majeure, make it objectively impossible for the User to take part or for the Professional to provide the Craft or Experience. By way of example, exceptional circumstances include the death or serious illness of the User, of the Professional or of a close family member of either, as well as serious accidents occurring in the 48 (forty-eight) hours before the Craft or Experience.

In the event of duly documented force majeure or exceptional circumstances, ToBePolo assesses the request on the basis of objective and non-discriminatory criteria. In such cases, no penalties or corrective measures will be applied to the Professional and the ToBePolo Service Fee will not be retained; the refund to the User is handled in accordance with the applicable User Terms and Conditions and the Cancellation Policy.

A party wishing to rely on these provisions must promptly notify ToBePolo via info@tobepolo.com, attaching the available supporting documentation.

ToBePolo communicates the outcome of the request within 7 working days of receiving the complete documentation. The right to lodge a complaint under the section “Internal complaint-handling system” of these Terms remains unaffected.

Art. 10 – Insurance obligations and safety

The Professional is solely responsible for obtaining and maintaining adequate insurance cover, where required by law or by the nature of the Craft or Experience.

In order to publish a Craft or Experience classified as medium or high risk under the Safety and Risk Policy, the Professional must hold and maintain a civil liability insurance policy suitable for covering damage to persons and property connected with the performance of the Craft or Experience, and must declare its details at the time of publication. Holding such cover is a prerequisite for publication: in its absence, the Listing is not published or is suspended. ToBePolo verifies the existence of the declaration and of the policy details, but does not guarantee or certify the adequacy, validity or limits of the cover, which remain the sole responsibility of the Professional. The provision of this requirement does not in any case entail ToBePolo assuming the role of organiser, guarantor or supervisor of the Craft or Experience.

Depending on the nature of the Craft or Experience and the applicable legislation, the Professional may be required to have specific insurance cover, authorisations or requirements.

Without prejudice to the insurance obligation for medium- and high-risk Crafts and Experiences referred to above, in the absence of insurance the Professional nevertheless remains fully responsible for carrying out the Craft or Experience in safe conditions, taking all measures necessary to prevent risks and ensuring the suitability and compliance of premises, spaces and equipment.

At ToBePolo’s request, the Professional must provide proof of the insurance cover in place. In the event of an incident connected with the performance of the Craft or Experience, the Professional is liable, unless the damage is attributable, in whole or in part, to ToBePolo within the scope of the responsibilities referred to in Articles 2 and 11.

Art. 11 – Liability of the Professional

The Professional is solely responsible for:

• any damage to persons or property occurring during the performance of the Craft or Experience;
• the quality, safety and conformity of the Craft or Experience offered with what is described in the Listing;
• the truthfulness and completeness of the information contained in the Listing;
• compliance with the applicable legislation, including health, safety, town-planning, tax and sector-specific legislation.

ToBePolo is responsible for the proper functioning of the Platform, for the management of the booking and payment flow and for the processing of personal data within the scope of its competence.

ToBePolo is not liable for any non-performance, delays or damage attributable to the conduct of the Professional.

In any event, ToBePolo’s liability for matters within its own remit and for the mandatory obligations laid down by law remains unaffected.

The limitations of liability set out in these Terms do not apply in the event of wilful misconduct or gross negligence on the part of ToBePolo, nor to liability for death or personal injury, and do not affect the rights that the law mandatorily grants to the Professional.

Art. 12 – Indemnity

The Professional undertakes to indemnify and hold ToBePolo harmless against any claims, complaints, penalties, costs or damages arising from facts attributable to them, and in particular from: breaches of these Terms or of the law by the Professional; damage caused to persons or property in the performance of the Craft or Experience; content published by the Professional; disputes with Users or third parties relating to the Craft or Experience, to the extent that they arise from facts attributable to the Professional.

The indemnity does not extend to matters falling within ToBePolo’s direct responsibility under Articles 2 and 11 of this Section and Article 9 of the Users Section, nor to damage arising from a malfunction of the Platform or from any other act or omission attributable to ToBePolo.

For the Private Individual without a VAT number, the indemnity applies only to claims arising from their breaches of these Terms or of the law and to damage caused by them wilfully or negligently, and is limited to the sums that ToBePolo is required to pay by virtue of a decision or of a settlement agreed with the Private Individual themselves.

ToBePolo may take over the conduct of the defence in disputes covered by the indemnity, with the cooperation of the Professional, who undertakes to provide all necessary documentation and information.

Art. 13 – Standards of conduct, quality and checks

ToBePolo may request documentation, carry out checks and suspend Listings or accounts for reasons of safety, regulatory compliance or breach of these Terms, with a reasoned notice, in accordance with Article 15 (suspension and termination) and with the possibility of lodging a complaint under Article 19.

The Professional undertakes to cooperate with ToBePolo and to provide information and documents promptly upon request.

Proposing prices, discounts or payments outside the Platform to the User, or asking the User for direct contact details for that purpose, is a breach of these Terms and may lead to the measures provided for in Article 15. Whatever is agreed outside the Platform has no cancellation, date change or refund. Contact details needed to coordinate the Craft or Experience are shared through the dedicated chat feature, which makes them visible to the User in the 72 hours before the Craft or Experience. This paragraph applies from 15 October 2026.

Art. 14 – Intellectual property and use of content

The Professional grants ToBePolo a non-exclusive, royalty-free, worldwide licence, for the duration of the contractual relationship and for a period of 24 months following its termination, to use the content of the Listing (texts, images, videos) for the purposes of publication, promotion and operation of the Platform, including on external channels (social media, promotional materials). ToBePolo is not entitled to grant sublicences to third parties without the Professional’s prior consent.

The Professional may revoke the licence with effect from the termination of the relationship, without prejudice to ToBePolo’s right to complete promotional campaigns already under way.

Art. 15 – Duration, suspension and termination

The contractual relationship remains in force for as long as the Professional’s account is active on the Platform.

In the event of a breach of these Terms or of a risk to safety or legality, ToBePolo may adopt the following measures, subject to a prior reasoned notice to the Professional setting out the facts complained of and the opportunity to submit their observations:

• temporary suspension of the account or of individual Listings, stating the duration and the reasons;
• definitive termination of the account, with at least 30 (thirty) days’ notice and a statement of the reasons, except in urgent cases involving serious breaches.

The Professional has the right to challenge the measure adopted and to remedy the breach before the definitive termination takes effect, through the internal complaint-handling system referred to in Article 19, in accordance with Article 4 of the P2B Regulation.

Bookings already confirmed at the date of suspension or termination remain valid and must be handled in accordance with the applicable policies.

The Professional may withdraw from the relationship at any time, giving 30 days’ notice, completing the Crafts and Experiences already booked.

Art. 16 – Privacy and processing of personal data

ToBePolo and the Professional act as independent controllers of the processing of Users’ personal data, each for the purposes within its own competence. ToBePolo processes the data for the management of the Platform, Bookings and payments; the Professional processes the data received from ToBePolo exclusively for the performance of the booked Craft or Experience.

The disclosure of the User’s data by ToBePolo to the Professional is based on the necessity of performing the contract (Article 6(1)(b) GDPR). The Professional, as an independent controller, is required to process such data in compliance with the GDPR and the applicable legislation, adopting appropriate technical and organisational measures and providing Users, where required, with their own privacy notice.

The Professional undertakes to use Users’ data solely for purposes connected with the performance of the Craft or Experience, not to disclose it to third parties and not to retain it beyond the period strictly necessary for the performance of the Craft or Experience and the handling of any disputes.

The User’s contact details (address, telephone) are disclosed to the Professional in the 72 hours preceding the Craft or Experience and must be used exclusively for the organisational purposes of the Craft or Experience itself.

Art. 17 – Changes to the Terms and Conditions

ToBePolo reserves the right to amend these Terms. Any change will be communicated to the Professional by e-mail with at least 15 (fifteen) days’ notice before it takes effect, indicating the changes compared with the previous version, except in duly justified cases of urgency.

A Professional who does not intend to accept the changes may withdraw from the relationship by the date on which they take effect, without penalty.

Continued use of the Platform after the changes have taken effect constitutes acceptance of them.

The changes made by the revision of 6 October 2026 (art. 1, art. 3 and art. 6) are in the Professional’s favour and apply immediately.

Art. 18 – Data access and transparency

The Professional has the right to access the data generated by their activity on the Platform, including data relating to bookings, views, ratings and sales performance, in accordance with Article 9 of the P2B Regulation.

ToBePolo makes this data available through the Professional’s account management panel or, on request, through a dedicated communication.

Art. 19 – Internal complaint-handling system

ToBePolo provides Professionals with an internal complaint-handling system, accessible via the e-mail address info@tobepolo.com in accordance with Article 11 of the P2B Regulation.

Complaints are handled within 15 working days of receipt. ToBePolo informs the Professional of the outcome in writing, stating the reasons.

The Professional may use the complaint system to challenge corrective measures, suspensions, account restrictions, decisions concerning cancellations and any other determination by ToBePolo affecting the contractual relationship.

Art. 20 – Management of inactive Listings and dormant accounts

ToBePolo reserves the right to temporarily deactivate Listings that have not been updated for more than 12 months, subject to 30 days’ prior notice to the Professional.

Accounts that have remained inactive for more than 12 consecutive months may be suspended, subject to prior notice to the Professional. The Professional may reactivate the account on request.

Art. 21 – Mediation under Regulation (EU) 2019/1150 (P2B)

Pursuant to Article 12 of Regulation (EU) 2019/1150, for disputes between ToBePolo and Professionals with a VAT number that have not been resolved through the internal complaint-handling system, ToBePolo identifies the following mediation bodies with which it is willing to engage in good faith:

• ADR Center
• Camera Arbitrale di Milano (Milan Chamber of Arbitration)

The mediation procedure is optional and does not in any case preclude the parties’ right to bring proceedings before the competent judicial authority.

Mediation will take place in accordance with the rules and the applicable conditions of the chosen body. The related costs will be determined as provided for by that body, taking into account a fair and proportionate allocation between the parties.

Art. 22 – Applicable law, mediation and competent court

These Terms are governed by Italian law.

For any dispute arising from these Terms, the Court of Mantua shall have exclusive jurisdiction, without prejudice to mandatory provisions of law.

For Professionals who have the status of Private Individual without a VAT number and who may benefit from consumer protection under the applicable legislation, the mandatory competent court provided for by law (that of the Private Individual’s domicile or residence) remains applicable.

For commercial disputes between ToBePolo and Professionals with a VAT number acting in the course of their business, commercial, craft or professional activity (B2B), the parties undertake to consider in good faith recourse to a mediation procedure pursuant to Legislative Decree No. 28/2010 before an accredited mediation body, without prejudice in any case to the right to bring proceedings before the competent judicial authority.

Art. 23 – Communications and contacts

Communications of contractual or legal significance may be sent by certified e-mail (PEC), registered letter with acknowledgement of receipt, e-mail or other official channels indicated by ToBePolo in these Terms or on the Platform, provided that they ensure traceability, except where the law requires a specific form.

The Professional is required to keep their contact details on the Platform up to date. Communications sent by ToBePolo to the contact details provided by the Professional are deemed to have been validly made.