REFUNDS – RULES RELATING TO USERS DUE TO EXTRAORDINARY CLOSURES

Considering that

Decree Law No. 146 of 20/9/2015, converted with amendments by Law No. 182 of 12/11/2015, which amended Article 2 of Law No. 146 of 1990 “Rules on the exercise of the right to strike in essential public services and on the protection of constitutionally protected rights. Establishment of the Commission to ensure implementation of the law” included among essential public services the opening to the public of museums and cultural sites.

The regulations concerning the opening of museums belonging to the Uffizi Galleries in the event of strikes, agreed with trade unions and union representatives, are governed by Service Order 53/2022 (attached).

It will be possible to ensure the opening of museums for which there is no mandatory opening, as per the Service Order referred to in the previous point, only if a minimum number of staff is reached to ensure a safe opening.

The Concessionaire is required to refund tickets sold and not used in the event of a strike or assembly (in case of partially used combo tickets, a refund is due for the unused portion).

Extraordinary openings or closures of museum networks belonging to the Uffizi Galleries may be ordered by the Administration due to strikes, assemblies or circumstances beyond our control (for example, including but not limited to: bad weather, technical issues, alarms for imminent danger).

In any case, the Administration will notify the exact closing or reopening times from time to time.

Strikes – Opening Procedures

On strike days, the museum network belonging to the Uffizi Galleries will remain open in accordance with the provisions of the current Service Order (O.d.S no. 53/2022).

Service Order 53/2022 states that the following museum networks are guaranteed to be open:

• Gallery of Statues and Paintings from 1:30 p.m. to 6:30 p.m.;
• Boboli Gardens all day according to the seasonal opening hours.

The remaining museum network will only be opened if the minimum number of staff required to ensure the safe opening of the museums is reached (with the exception of the Vasari Corridor, which has its own regulations).

The closing and opening procedures are as follows:

• Closure during the morning shift: reopening at 1:30 p.m.;
• Closure during the afternoon: closing at 2:00 p.m. (closure operations begin at 1:30 p.m.). Last admission and ticket office closing:
• 1 hour and 30 minutes before closing for the Statues and Paintings Gallery and Palazzo Pitti network;
• 1 hour before closing for the Boboli Gardens network.

Assemblies – Opening Procedures

If museums do not reach the minimum number of staff on duty to guarantee service, opening hours will be as follows:

A. Delayed Opening

• 15 minutes after the scheduled time for assemblies held in premises made available by the Administration or via video call;
• 30 minutes after the scheduled time for assemblies held in locations outside the Administration's premises.

B. Early Closing Time

• For the Uffizi Galleries and Palazzo Pitti, the last admission (ticket office closing time) will be 1 hour and 30 minutes before the scheduled time of the assemblies;
• For the Boboli Gardens, 1 hour before the scheduled time of the assemblies.

It will not be possible to visit the Vasari Corridor if there is not enough time (estimated time 45 minutes) to reach the entrance to the Vasari Corridor from the entrance to the Gallery and to complete a full visit (estimated time 45 minutes) before the Gallery closing time.

3. Ticket Refund Cases – Statues and Paintings Gallery & Vasari Corridor

In case of an extraordinary delayed opening or early closing, it should be stated that it is not possible to carry out (or move to another time slot) booked visits to the Vasari Corridor if the scheduled time of the visit matches the time of the special closing.

• After the delayed opening, if there is not enough time to reach the Meeting Point on the first floor from the entrance door of the Gallery (estimated time 45 minutes) (e.g., reopening at 14:30 and visit booked at 14:45);
• Following early closure, if there is not enough time to complete the visit (estimated time 45 minutes) before the Gallery closes (e.g., closure of the museum, not the entrances, at 2:30 p.m. and visit booked after 1:45 p.m.).

The Concessionaire is required to refund tickets sold and not used.

Access in case of delayed opening

• Visits to the Vasari Corridor booked in a time slot scheduled more than 2 hours after the reopening of the Gallery of Statues and Paintings: visitors will be able to complete the entire tour of the Gallery of Statues and Paintings–Vasari Corridor network and will not be entitled to a refund;
• Visit reserved in a time slot scheduled 45 minutes after the reopening of the Gallery of Statues and Paintings, but before the two hours required to visit the Gallery. In this case, visitors must choose whether to visit only the Gallery of Statues and Paintings or only the Vasari Corridor; refunds will be provided partially, only for the museum site not visited.

Access in case of early closure

• Scheduled entry time to the Gallery of Statues and Paintings that allows a visit of less than 2 hours to the Gallery, but more than 45 minutes (corresponding to the estimated time needed to reach the entrance to the Vasari Corridor): visitors will be able to visit the Gallery of Statues and Paintings for a limited time and may request a refund for the part corresponding to the visit to the Gallery of Statues and Paintings, but may enjoy the complete visit to the Vasari Corridor.
• In case of entry to the Gallery of Statues and Paintings scheduled less than 45 minutes prior to the scheduled visit time for the Vasari Corridor, visitors may visit the Gallery of Statues and Paintings and request a refund of the ticket price corresponding to the visit to the Vasari Corridor.

It will not be possible to visit the Vasari Corridor if there is not enough time to complete the visit (estimated time 45 minutes) before the Gallery closes. Visitors may request a refund for the Vasari Corridor portion of the ticket price.

4. Royal Apartments

It will be possible to change the booking time on the same day only up to the limits of the available time slots. Failure to visit the Royal Apartments will not entitle you to a refund, as the “Palazzo Pitti with Royal Apartments” ticket does not have any additional charge over the ordinary Palazzo Pitti ticket.

5. Access Procedures Following Extraordinary Openings or Closures – Possibility of Applying for Refunds

Delayed opening compared to the usual closing time

Single tickets that allow access to a single museum network (no extra charge for the Vasari Corridor) and Passepartout Pitti–Boboli, valid for 1 day:

• If you have booked a visit with an entry time to a museum network that matches the time when the museum is closed for special reasons, you can request to reschedule your visit on the same day, according to the availability of time slots;
• If it is not possible to reschedule the visit due to unavailability of the slots, the visitor may request a full refund of the ticket price.

Single tickets for the Gallery of Statues and Paintings with extra charge for the Vasari Corridor, valid for 1 day:

• Tickets that include entry to the Vasari Corridor two hours after the reopening of the Gallery will not be refundable;
• If, at the time of reopening, there is not enough time left to visit either the Gallery of Statues and Paintings or the Vasari Corridor, visitors can choose one of the following options:
  • Request a full refund of the ticket price;
  • Ask the ticket office to reschedule their visit to the Gallery of Statues and Paintings and the Vasari Corridor on the same day, subject to availability;
  • Request a refund for the ticket for the museum site.

B. Closing before the ordinary closing time for an assembly

Single tickets that allow access to a single museum network without an extra charge for the Vasari Corridor and Passepartout Pitti–Boboli, valid for 1 day:

• If the visit has been booked with an entry time that matches the time of the museum's extraordinary closure (in particular, the time of the last allowed admission), the visitor may request a full refund of the ticket price.

Single tickets for the Gallery of Statues and Paintings with extra charge for the Vasari Corridor, valid for 1 day:

• Considering that it will not be possible to make visits that do not allow for a 45‑minute stay (the time required for the visit) in the Vasari Corridor, visitors may, if the scheduled time of the booking allows it, visit only the Gallery of Statues and Paintings and request a partial refund of the ticket for the part relating to the Vasari Corridor.

Passepartout 5 days without extra charge for the Vasari Corridor:

• The visitor may request to reschedule the visit booked to the Gallery of Statues and Paintings to another date within the validity period of the Passepartout, up to the limit of available slots;
• The visitor may request a partial refund due to the impossibility of accessing at least two networks, within the limit of the amount corresponding to the entrance fee to the network of greater value among those not visited (full price without surcharges).

5‑day Passepartout with Vasari Corridor extra charge:

• The visitor may request to reschedule the booked visit to the Gallery of Statues and Paintings to another date within the Passepartout's period of validity, up to the limit of available slots; or if the time of the booked visit to the Vasari Corridor coincides with closing time, the visitor may request a refund equivalent to the Vasari extra charge;
• The visitor may request a partial refund in case of impossibility to access at least two networks up to a maximum amount corresponding to the admission fee for the most expensive of the networks not visited (full price without surcharges).

Extra charge for the Vasari Corridor:

• If the time of the booked visit to the Vasari Corridor coincides with closing time, or if it is not possible to guarantee a 45‑minute stay in the Vasari Corridor, it is possible to request a refund of the extra charge.

Extra charge for large groups:

• Refunds can only be requested if the visit does not take place.

6. Procedures to Request a Refund

Partial or full refunds for tickets can be requested at the following email address: rimborsi@ufflzl.com, regardless of the channel through which the ticket was booked (online, ticket offices, call centre).

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