VINOSTEPS
Customer Terms & Conditions
Last updated 18 October 2026 · In case of any discrepancy between the Greek and English versions, the Greek version prevails.
1. Scope
These terms govern use of vinosteps.com and visitor bookings of wine experiences. By completing a booking, the customer accepts these terms and the Privacy Policy.
2. Roles and formation of the contract
Vinosteps operates as an online marketplace connecting visitors with partner wineries. The contract for the wine experience is formed between the customer and the winery. All wineries listed on the platform declare that they act as traders, meaning that EU and Greek consumer protection law fully applies to your relationship with them. Before the booking is completed, the customer is shown the business name, address and contact details of the specific winery with which the contract is formed. The same details are included in the booking confirmation email. When collecting payment, Vinosteps acts in the name and on behalf of the winery, pursuant to a mandate granted to it, without itself becoming a party to the provision of the experience. Vinosteps is responsible for the operation of the platform, the booking process, payment collection, sending confirmations and processing refunds in accordance with these terms. The winery is responsible for the actual provision of the experience, the accuracy of its description, the safety of the premises, operating licences and the conduct of its staff. Vinosteps does not organise or sell inter-city or inter-regional passenger transport, nor accommodation, in combination with the wine experiences it lists.
3. Ranking of search results
Wineries and experiences appear in search results in alphabetical order of winery name by default, with no preferential placement in exchange for payment. Visitors may choose a different ordering themselves (by rating, by popularity based on number of reviews, or by price) and may narrow the results with filters, such as online-booking availability. Vinosteps does not sell paid placement or featured positions. A detailed description of the ranking parameters is available on the "How results are ranked" page, accessible from the search results.
4. Eligibility
Bookings must be made by a person aged 18 or over with legal capacity. The customer is responsible for accurate information and for informing all participants of relevant terms. The customer confirms they have the consent or authorisation of other participants to provide their information and undertakes to inform them of the Privacy Policy.
5. Booking process
The customer selects a winery, experience, date, time and guest number and completes payment. A booking is confirmed only after successful payment and confirmation. Customer accounts are not offered; the confirmation, including these Terms in durable form, is sent by email.
6. Prices and payment
Prices are displayed in euros and include applicable taxes and all additional charges. The customer pays the total shown at checkout through Stripe. Vinosteps charges no additional customer booking fee unless clearly disclosed before payment.
7. Booking change
Booking changes or transfers, such as a change of date, time, number of guests or type of experience, are not currently offered. If the customer wishes to choose a different date or option, they may cancel the booking under the “Customer cancellation” section and make a new booking, subject to the availability and price applicable at the time of the new booking. If a booking-change feature is added in the future, the relevant terms will be included in a new version of these Terms.
8. Right of withdrawal
Bookings made through Vinosteps concern services related to leisure activities, provided on a specific date and at a specific time. Accordingly, the right of withdrawal under Article 3e of Greek Law 2251/1994 does not apply, pursuant to the exception in Article 3ib(ib) of the same law, implementing Article 16(l) of Directive 2011/83/EU, as the booking concerns the provision of a service related to a leisure activity for which the contract provides for a specific date or period of performance. This exception applies regardless of the fact that the booking is made through Vinosteps as an intermediary rather than directly with the Winery, which provides the service. Notwithstanding the non-application of the right of withdrawal, the customer retains the cancellation right described in the "Customer cancellation" section.
9. Customer cancellation
(a) Cancellation up to seventy-two (72) hours before the scheduled start time: refund of 100% of the amount paid. (b) Cancellation between seventy-two (72) and three (3) hours before the scheduled start time: refund of 50% of the amount paid. (c) Cancellation less than three (3) hours before the scheduled start time, after the start time, or a no-show: no refund. The above reflects the capacity, staffing and stock committed by the winery for a specific date and time. In particular, within three hours of the scheduled start there is practically no scope to reorganise staff or reallocate the slot to another visitor. Payment-processing fees are never deducted from the refunded amount. Cancellation is made through the process stated in the confirmation email or through Vinosteps support.
10. Winery cancellation
If the winery cancels or cannot provide a confirmed experience, the customer is notified as soon as possible and receives a full refund of 100% of the amount paid to the original payment method, with no deduction of payment-processing fees. Unless mandatory law requires otherwise, Vinosteps is not liable for travel, accommodation or other incidental costs.
11. Force majeure
Neither party is liable for failure to perform due to a force majeure event, meaning an event outside its reasonable control, such as extreme weather, natural disaster, fire, strike, network outage or public-health measures. If the experience cannot be delivered due to force majeure, the booking is treated the same way as a winery cancellation: the customer receives a full refund of 100% of the amount paid, with no deduction of payment-processing fees, and may, if they wish, make a new booking. This clause does not limit the obligation to refund, but excludes either party's liability for incidental travel, accommodation or time-loss costs.
12. Refunds
Eligible refunds are processed to the original payment method, in the currency of the original transaction, within ten (10) business days of confirmation of the cancellation. The time it takes for the amount to appear in the customer's account depends on the card issuer and their bank. Payment-processing fees, any card-issuer currency-conversion fees and any third-party charges are never deducted from the refunded amount.
13. Late arrival and no-show
Arrival at least 10 minutes early is recommended. The grace period is 15 minutes from the scheduled start time; late arrival within this period may shorten the experience and does not guarantee an extension. After 15 minutes from the scheduled time have elapsed, the booking is treated as a no-show, with no right to a refund.
14. Minors and responsible consumption
Minor attendance depends on the experience terms. Alcohol is served only to persons of legal drinking age. The winery may request identification and refuse service or participation to anyone intoxicated or behaving unsafely.
15. Health, allergies and accessibility
Customers should review the experience description and communicate material allergies, mobility limitations or practical needs in advance. Sensitive information, such as allergies, is provided solely in the dedicated optional field at booking, in accordance with the Privacy Policy. Special requests are not guaranteed unless confirmed in writing.
16. Corporate bookings
These Terms are addressed to consumers and govern bookings made for private purposes, regardless of the number of participants. Bookings made in the course of a commercial, business or professional activity are not made through the Website's booking process. Such requests are submitted to reservations@vinosteps.com and handled separately. Each such booking is governed by a separate written agreement covering pricing, payment method and timing, cancellation policy and any deposit, and is not confirmed until accepted in writing. Consumer protection provisions, including the right of withdrawal, do not apply to such bookings. Vinosteps does not include in any offer or invoice inter-city or inter-regional passenger transport, nor accommodation. Where such services are requested, the customer arranges them directly with the relevant provider.
17. Conduct and venue rules
Visitors must comply with winery safety and operational instructions. A winery may remove a person who endangers others, causes damage or seriously disrupts the experience, without refund where reasonable and lawful.
18. Descriptions, availability and amendments
Reasonable efforts are made to keep descriptions, images and availability accurate. Minor changes to the itinerary, wine labels or tasting content may occur due to seasonality or operational needs, provided the experience is not materially altered. If the experience is materially altered compared with the description on the basis of which the booking was made, the customer is notified as soon as possible and may either accept the change or cancel the booking and receive a full refund of 100% of the amount paid, with no deduction. Such a case is treated as a winery cancellation under the "Winery cancellation" section. A change is material in particular where it affects the duration, the number or category of wines offered, the venue, or the presence of a guide or oenologist where this was included in the description.
19. Liability
Vinosteps is responsible for the proper operation of the platform, the processing of the booking and payment, and the correct application of the cancellation and refund policy. The winery is independently responsible for delivery of the experience, venue safety, maintaining its licences, and the acts or omissions of its staff. Vinosteps is not liable for damage caused exclusively by an act or omission of the winery, unless it arises from Vinosteps' own fault, in particular incorrect transmission of booking details. Nothing in these terms excludes or limits liability for fraud, gross negligence, death or personal injury, nor affects consumer rights arising from mandatory law. In all other cases, Vinosteps' liability is limited to direct and foreseeable positive damage.
20. Complaints
For issues before or after a visit, contact reservations@vinosteps.com with the booking reference and details. We commit to responding within 5 business days and will liaise with the winery to seek a reasonable resolution.
21. Reviews and user content
After completing a confirmed booking, the customer may submit a review of the experience attended. Vinosteps publishes reviews linked to a confirmed and completed booking, together with the customer's first name and the initial of their surname (e.g. "Andreas P."), the date, and the content of the review. You grant Vinosteps a non-exclusive, royalty-free licence to publish your review content on the Website and on Vinosteps' official social-media accounts, solely to display the review system and the relevant winery. The licence ends when the review is deleted at your request. The winery is entitled to publish one public reply per review. You may request correction or deletion of your review at any time at info@vinosteps.com.
22. Reporting illegal content
We do not currently use automated decision-making tools to review reviews or listings; every report is reviewed by a human. If you believe that content hosted on the platform is unlawful, you may report it at info@vinosteps.com, describing the content, the link and the reasons why you consider it unlawful. We review each report without undue delay and inform the reporting party and, where required, the affected content provider, with a reasoned decision, in accordance with Articles 16 and 17 of Regulation (EU) 2022/2065. That notification includes information on the redress possibilities available against our decision, including judicial redress and complaint to the competent Digital Services Coordinator. Point of contact for users under Article 12 of Regulation (EU) 2022/2065: info@vinosteps.com, in Greek and English. Single point of contact for Member States' authorities, the European Commission and the European Board for Digital Services under Article 11 of Regulation (EU) 2022/2065: info@vinosteps.com, in Greek and English.
23. Intellectual property and acceptable use
Website content, branding and structure are protected. Unauthorised copying, scraping, interference or unlawful use is prohibited.
24. Governing law, jurisdiction and dispute resolution
These terms are governed by Greek law, without prejudice to the mandatory consumer rights of your country of habitual residence, under Article 6 of Regulation (EC) 593/2008 (Rome I). Court jurisdiction is determined under Regulation (EU) 1215/2012, under which, if you are a consumer resident in another Member State, you may bring proceedings in the courts of your place of residence. For out-of-court dispute resolution you may contact the Consumer Ombudsman (www.synigoroskatanaloti.gr) or another accredited Alternative Dispute Resolution body registered with the General Secretariat of Commerce and Consumer Protection. Vinosteps is not committed to participate in an ADR procedure, without this affecting your right to pursue it. The European Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025 pursuant to Regulation (EU) 2024/3228 and is no longer available.
25. Miscellaneous
If any term is held invalid or unenforceable, the remaining terms remain in full force. The customer may not assign their rights or obligations under these Terms without Vinosteps' prior written consent. These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between the parties on their subject matter. Notices to Vinosteps must be sent to the contact details in the final paragraph.
26. Amendment and versioning
We may amend these Terms. Each booking is governed by the version of the Terms in force and available at the time it was completed. The current version bears a date and is published on the Website.
27. Language precedence
These Terms are drawn up in Greek and English. In the event of any discrepancy between the two versions, the Greek version shall prevail.
28. Company details
WINE DIGITAL SERVICES SINGLE MEMBER P.C., trading as "VINOSTEPS" Registered office: Alexandroupoleos 20, 115 27 Athens, Greece G.E.MI. No.: 193875103000 (EUID: ELGEMI.193875103000) Tax No.: 803288834 Email: reservations@vinosteps.com / info@vinosteps.com