Conditions of carriage

Passengers must behave correctly and respectfully, to comply with safety and civil coexistence rules, both on board and at the piers and service facilities.

The Captain and designated staff may refuse boarding or order the disembarkation of any passenger who:

• is under the influence of alcohol or drugs;
• behaves in a disruptive, aggressive or indecent manner;
• fails to comply with the instructions given by the staff;
• is in a state of hygiene that causes discomfort to other passengers.

In such cases, no refund will be due. The intervention of the police may be requested if the transgressors refuse to comply.

The marked seats are reserved for disabled passengers. In any case, people with walking or balance difficulties and pregnant women have priority over seats.

Do not distract the Captain whilst driving except in emergency situations.

Passengers must not:

• access areas closed to the public;
• damage or dirty boats, piers and structures;
• smoke cigarettes or vapes on board and on the piers;
• bring weapons, explosive or flammable materials or dangerous objects on board;
• engage in unauthorized commercial, advertising or fundraising activities;
• hold demonstrations, exhibitions, surveys or filming for commercial purposes without authorization;
• disturb other passengers with loud noises or inappropriate behaviour;
• consume food and drink unless otherwise specified by the Company.

Passengers are required to comply with all instructions given by staff to ensure safety and regularity of the service.

SAFETY RULES

Passengers must comply with maritime safety standards and follow the instructions given by the Captain and crew.

Passengers must not:

• lean over or sit on the gunwales;
• stand in the manoeuvring areas or near the mooring equipment during embarkation and disembarkation operations;
• obstruct escape routes and emergency exits.

In case of emergency, all passengers are required to follow the crew’s instructions. Failure to comply with safety rules may result in removal from the service.

Tickets must be purchased at ticket offices, authorized sellers or through official online platforms. (Further information here: points of sale)
Passengers must validate their tickets before boarding, using the ticket validators installed at the boarding piers, and keep them until the end of the trip.

Tickets can be purchased directly on board if the ticket office is closed or there is no ticket office at the pier.

Any malfunction of ticket validators, or any refusal of the ticket, or any operational anomalies, must be promptly reported to the Captain or staff. Tickets are non-transferable after the start of the trip and can only be used in the zones for which they were purchased.

“Multicorsa” tickets allow one individual passenger to make 10 trips.

Groups composed of at least 20 passengers are entitled to a 20% reduction on the ticket price.

Children under the age of 6 may travel for free when accompanied by an adult.

Disabled passengers who hold a Regional ‘IVOL-Agevolata’ card or European Disability Card may travel for free.

Pets are allowed on board, subject to national legislations and company regulations.

• Dogs: muzzles and leashes are compulsory. Small dogs may not require muzzles if transported in suitable closed carriers (Art. 1 – paragraphs 1, 2, 3 and 4 – of Ordinance 13A07313 of 06/08/2013 of the Ministry of Health, published in the Gazzetta Ufficiale Serie Generale No. 209 of 06/09/2013).
• Guide dogs and security forces’ dogs on duty may travel free of charge and without restrictions.
• Other animals (cats, birds, etc.) must be transported in suitable closed carriers.

The muzzles may be purchased on board and at ticket offices at a cost of €4.50.

Navigazione Lago d’Iseo guarantees free transport for disabled passengers who hold a Regional ‘IVOL-Agevolata’ card or European Disability Card. The concession extends to the accompanying person only if indicated on the card.

Our staff is always available to assist disabled passengers during boarding and disembarking.

The gangways are suitable for wheelchairs, and there are accessible toilets on the main motorships.

Bicycles may be carried on board subject to available space on board and in compliance with safety conditions. The cost of transport is €2.60 and is valid for a single trip.

Boarding may be restricted or refused in the following cases:

• excessive crowding;
• adverse weather conditions;
• operational or safety requirements;
• exceeding the maximum number of bicycles allowed onboard.

Bicycles must be placed exclusively in the spaces indicated by the staff and must not obstruct the passage of passengers or escape routes.

NLI is not liable for any damage to bicycles during transport, except in cases of wilful misconduct or gross negligence.

NLI may suspend or restrict bicycle transport during high season, during special events or in complaince with orders issued by the Municipality of Monte Isola.

You may bring strollers on board free of charge.

For safety reasons, staff may ask you to fold them up during the trip.

Children under the age of 6 travel free of charge when accompanied by an adult.

Luggage weighing less than 10 kg and not exceeding the dimensions of 50x30x25 cm may be carried on board free of charge.

Luggage and scooters, including electric ones, weighing more than the above-mentioned weight and exceeding the above-mentioned dimensions may be carried at a cost of €1.30.

For transport of oversized goods and luggage, passengers must give prior notice to the Operating Offices.

Passengers are responsible for the loading, transfer, positioning on board and unloading of their luggage, relieving NLI of any responsibility for its safekeeping, except in cases provided for by law.

Passengers heading to Monte Isola must pay a landing fee.
In accordance with Monte Isola Municipal Council Resolution No. 106 of 10 December 2024, with effect from 2025, the landing fee on Monte Isola costs €1.50, and apply directly to the ticket price.
The payment for the landing fee is valid for the entire day, even in the case of multiple stops made on Monte Isola, provided that the ticket proving payment is shown.

For information on exemptions: www.comune.monteisola.bs.it

In order to purchase travel passes and preferential tickets, a personal electronic card is required. It may be purchased upon presentation of the necessary documentation at ticket offices and the Operating Offices upon payment of €5.00. Alternatively, the application can be made directly online via the MyCard membership portal.

The cost of reissuing the card is entirely charged to the passenger in case of theft, loss, damage, etc., with the exception of malfunctioning of the electronic card.

Improper use of the card will be prosecuted in accordance with the law.

The 2018 Budget Law introduced a 19% income tax deduction for the purchase of local, regional and interregional public transport travel passes, up to a maximum annual cost of €250. The deduction applies to expenses incurred directly by the taxpayer for the purchase of a public transport travel pass and those incurred on behalf of dependent family members.

Since 2025, information relating to travel pass purchases and any refunds will be automatically sent to Agenzia delle Entrate (Italian Revenue Agency) for the pre-filled tax return (730).
In order to exercise your right to object, you must fill in an appropriate form, available at ticket offices and at the Operating Offices, by 31st December of the year in which the travel pass was purchased.

Finally, it should be noted that expenses paid or reimbursed to employees by their employer, incurred directly by the employer for the purchase of travel passes for the employee and their family members are not included in the employment income.

Travel tickets must be presented upon request to the staff responsible for checking tickets, in accordance with Article 46 of Regional Law 06/12. The authorised staff, equipped with a special identification document issued by the transport company, may also operate undercover, are qualified as public service officers, and may contest violations and draft a special report.

Anyone who violates the conditions of transport set out in these regulations must provide their personal data by showing a valid identity document, failing which they may provide them verbally. Any offences ascertained by security staff (refusal to provide personal information or providing false personal details) will be prosecuted in accordance with criminal law.

VIOLATING CONDITIONS OF CARRIAGE
The passenger is considered to be without a valid ticket to all intents and purposes when:

a) despite being in possession of a ticket:

• they have not validated the ticket as required;
• they present a ticket which has been visibly manipulated or counterfeited;
• they use an expired ticket (beyond its period of validity);
• they use their ticket in a different fare zone than that specified on the ticket;
• they use a ticket that is no longer in use.

b) despite possessing an electronic card:

• they claim to be the holder of an electronic card but are unable to present it;
• they use the tickets on their card in a different fare zone other than that specified;
• they present a card belonging to someone else;
• despite being the holder of a travel pass or free pass, they have not validated the ticket as required.

SANCTIONS
Passengers who travel without a valid ticket will incur the following sanctions (Regional Law 06/12, Article 46):

• Passengers without a valid ticket will get an administrative penalty equal to 100 times the cost of a regular ticket. This fine is reduced to one third (1/3) if payment is made within 60 days of the dispute. The penalty, thus determined, is further reduced by thirty percent if payment is made within five days; in the event of a repeat offense within three years, the penalty is doubled;
• If the passenger is fined for not having a valid ticket, the fine will be canceled if the user can prove, within 5 days of the date of the penalty, that they had a valid travel pass at the time of the penalty, without prejudice to the payment of administrative costs.

The amount of the fine is rounded down and include procedural costs, except in the case of direct payment on the ferry. Those concerned may submit written defenses and/or documents within 30 days (Law 689/81, Article 18) and may request a hearing with the operating company. Sixty days after the transgression, an order will be issued for payment of the full fare.
In case of high penalties imposed on minors, the fine will be notified to those exercising parental authority. If it is not paid within 30 days since the notification of the injunction, the operating company will forward the file to the competent authority or to a debt collection agency for registration. If the act constitutes criminal offense, the administrative penalty shall apply regardless of any criminal penalties, as well as compensation for damages suffered by the Company. The managing body also reserves the right to report any irregularities of a fraudulent nature to the judicial authorities.
The user is also required to pay the standard ticket price for the journey corresponding to the route originating at the pier of departure of the ship on which the violation was ascertained and ending at one of the following destinations:

• The destination declared by the user at the time of the inspection;
• The stop following the one at which the violation was ascertained, if the passenger decides to get off the ship;
• The arrival stop of the ship in case of failure to declare by the user.

The payment of fines must be made in either one of the following ways:

• at the Operating Offices of Navigazione Lago d’Iseo srl – via Nazionale, 16 – Costa Volpino (Monday to Friday from 9:00 a.m. to 12:00 p.m. and from 2:00 p.m. to 4:00 p.m.);
• by bank transfer.

For reasons of collective safety and the protection of company assets, a closed-circuit video surveillance system is installed on motor vessels, at the boarding piers and at the onshore ticket offices. The images recorded are processed and stored in accordance with current privacy legislation. Viewing of the recordings is permitted only to law enforcement and/or judicial authorities who request it in accordance with the law. In cases provided for by specific company regulations, viewing is permitted to designated personnel.

Without prejudice to EU and national regulations, refunds are permitted, without any financial limit, for purchased tickets for scheduled services.

Refunds are granted, upon request by the traveler:

1. for ordinary and daily tickets, weekly and monthly passes, if not validated or before the start of their validity, at 90% of the selling price;
2. for multiple-journey tickets, at 90% of the difference between the selling price and the price due for one or more ordinary tickets corresponding to the number of journeys already used;
3. for annual passes, at 100% of the difference between the selling price and the price due for one or more corresponding monthly passes for the period of use, with fractions of a month considered a full month.

The amount referred to in subparagraphs a. and b. is increased to 100% if the traveler decides to use the entire refund to purchase other travel tickets.

Except where the ticket is not subject to validation, ordinary, day, and multi-trip tickets purchased but not validated are valid indefinitely, except in the case of fare adjustments: tickets purchased prior to the adjustment remain valid for sixty days following the effective date of the adjustment. After the deadline established in the previous paragraph, these tickets cannot be used, except for season tickets with residual validity.

In the event of a fare adjustment, the refund for unusable tickets is equal to 100% of the fare or the residual amount for multi-trip tickets and is guaranteed for a period of three months from the date of expiration of the tickets’ validity. Alternatively, and at the traveler’s discretion, it is possible to purchase a different travel ticket.

All compensation requests must be submitted in writing to the headquarters of Navigazione Lago Iseo S.r.l. at the following address: Via Nazionale 16, 24062 Costa Volpino (BG) or by email to info@navigazionelagoiseo.it.

They must be detailed, documented, and allow for the reconstruction of the incident, including the date, time, route, and description of the company’s failure to perform. Claims relating to disruptions not resulting from the company’s fault will not be accepted.

Therefore, reimbursement may only be made in the event of delays attributable to the company that result in serious and proven damage to the customer, particularly in the case of a service not performed or interrupted, and only if there are no other services on the affected route or a replacement service is not provided within 60 minutes (except for service interruptions due to adverse weather conditions or emergencies).

The refund will be equal to the cost of the ride for users with a standard ticket, while for season ticket holders, the refund will be equal to half the purchase price of the season ticket divided by the number of days of validity.
For partially or totally unused multi-trip tickets, a refund will be issued for the cost of the single ride using the same procedures described above.

No refunds are provided for users with integrated travel tickets or for passengers informed of the delay before purchasing the ticket.

In the event of a complaint, please provide your personal details and contact information and attach any documentation to facilitate the Company’s reconstruction of the facts. Each report will be considered by the Company, which undertakes to provide an adequate response within a maximum of 30 working days of receipt. Incomplete or inappropriate reports and complaints will not be processed.