1. Definitions

"Platform": the site https://www.ambulanzaclick.it, operated by Assistiamo Te Soc. Coop. Soc. a.r.l., which connects end users ("User" or "Customer") with independent medical operators ("Partners") authorised for private medical transport.
"Service": the medical transport delivered by the Partner to the User.
"Booking": a confirmed and paid request for the performance of a Service.

2. Role of the Platform

The Platform acts solely as a technological intermediary between the User and the Partners. The Platform does not directly provide the medical transport Service, which is delivered by the selected Partner with full operational autonomy, using its own vehicles, staff and authorisations.

The Platform selects Partners based on quality criteria (regional authorisations, vehicle compliance, certified staff, insurance coverage) but is not responsible for the actual performance of the Service, nor for any delays, damages, errors or adverse events attributable to the Partner.

3. Exclusion of liability

The User acknowledges and accepts that:

the Platform is not the medical carrier and does not provide medical services;
professional, civil and criminal liability relating to the performance of the Service rests exclusively with the executing Partner;
the Platform is not liable for direct or indirect, material or immaterial damages arising from the performance or non-performance of the Service by the Partner;
the Platform does not guarantee any specific clinical outcome and does not replace the judgement of the treating physician.

4. Booking and confirmation

The Booking is finalised upon payment of the amount stated in the quote, according to the methods set out in art. 5. By confirming the Booking, the User fully accepts these General Terms and Conditions.

5. Payment

The payment methods listed on the Payments page are accepted: credit/debit card and bank transfer. The invoice is issued upon completion of the Service.

6. Cancellation and refund

Once the Booking has been confirmed, refunds cannot be requested if cancellation occurs less than 24 hours before the scheduled Service time. Any cancellation request must be sent in writing to info@ambulanzaclick.it and only becomes effective upon written confirmation by the Platform.

In case of cancellation within the 24 hours preceding the Service, the entire amount paid will be retained as a penalty to cover the costs already committed by the Partner (vehicle, crew, logistics). No refund is due if the User fails to show up at the agreed time (no-show).

If the Service is not performed due to causes exclusively attributable to the Partner, the Platform will arrange for the Service to be reassigned to another Partner or, where impossible, will issue a full refund within 14 business days.

7. Force majeure

Neither the Platform nor the Partner is liable for delays or non-performance due to force majeure events (weather, strikes, public ordinances, road blocks, public health events, etc.).

8. Personal data processing

Users' personal data is processed as described in the Privacy Policy, in compliance with EU Regulation 2016/679 (GDPR).

9. Jurisdiction and applicable law

These Terms are governed by Italian law, with particular reference to the Civil Code, the Consumer Code (Legislative Decree 206/2005) and EU Regulation 2016/679 (GDPR).

For Users acting as consumers under art. 3 of the Consumer Code, the mandatory protections of the law of the country of habitual residence remain unaffected, including the exclusive jurisdiction of the court of the consumer's place of residence or elected domicile if located in Italy (art. 66-bis Consumer Code).

For disputes with professional Users (non-consumers) or between the Platform and the Partners, the Court of Bari shall have exclusive jurisdiction.

Dedicated channel for complaints and amicable settlement

Before bringing any matter before the courts, the parties undertake to attempt an amicable settlement of the dispute. To ensure traceable and timely handling, a dedicated channel for formal complaints and settlement requests has been set up, separate from the commercial support channel.

To make filing easier you can use the "Submit a complaint" web form or download the PDF complaint template (with attachments checklist) to fill in by hand and send to the dedicated channel.

Complaints email:: reclami@ambulanzaclick.it
Complaints PEC:: assistiamote@pec.itpriority channel
Italian Certified Email (PEC) — legal value equivalent to registered mail with return receipt (Presidential Decree 68/2005; art. 48 of the Italian Digital Administration Code). Mandatory for complaints from professional Users (§ 1.2) and Partners (§ 1.3); recommended to consumers (§ 1.1) for evidentiary purposes.
Postal address:: Assistiamo Te Soc. Coop. Soc. a.r.l. — Ufficio Reclami
Via Renato Cartesio snc — 70024 Gravina in Puglia (Puglia)
Postal method:: PEC (preferred) or registered letter with return receipt
Response time:: 30 days from receipt

What to include in the complaint

full name, tax code and contact details of the User (or business name and VAT number for professional Users);
Booking number and date of the disputed Service;
detailed description of the facts and of the dispute;
specific request (refund, re-performance of the Service, damages);
copy of supporting documents (quote, receipt, invoice, email correspondence, photos).

Filing a complaint through this channel is a procedural prerequisite for starting the ODR procedure (§ 9.1) and any subsequent court action, without prejudice to mandatory consumer protections.

Note: the EU ODR platform (§ 9.1) and Italian ADR bodies (§ 9.2) are available only to consumers (§ 1.1). Professional Users (§ 1.2) and Partners (§ 1.3) shall use the PEC channel above and the competent court indicated in this § 9.

10. Changes

The Platform reserves the right to amend these Terms at any time. Changes are effective upon publication on the website.

11. Contacts

Assistiamo Te Soc. Coop. Soc. a.r.l. — Via Renato Cartesio snc, 70024 Gravina in Puglia — VAT 07636760725 — Email: info@ambulanzaclick.it