Cancellation policy

CANCELLATION POLICY

WINEHOLIDAY - THE GRAPE SCREAM SNC
Via Cavour 83/A, 14100 Asti (AT), Italy
Email: hello@wineholiday.it

Last updated: June 8, 2026

Delivery Order Cancellation

WineHoliday delivery orders are prepared for a specific delivery date and delivery window selected by the customer.

An order is considered confirmed only once payment has been successfully completed.

Unpaid, pending, failed or abandoned orders are not considered confirmed and do not reserve products or delivery slots.

Delivery orders can be cancelled only before preparation has started and before the daily operational cut-off.

Orders close at 23:59 the day before delivery.

Once an order has been prepared for delivery, packed, assigned to a route, or includes fresh, perishable, chilled, food or made-to-order products, it may no longer be cancellable or refundable.

To request a cancellation, please contact:

hello@wineholiday.it

WineHoliday will review the request and confirm whether cancellation is still possible.

Customer Changes After Order Confirmation

If the customer needs to correct delivery information after placing an order, they must contact WineHoliday as soon as possible.

WineHoliday may try to update the delivery details where operationally possible, but changes are not guaranteed after preparation has started or after the delivery route has been organised.

Changes may not be possible if they affect:

  • delivery town;

  • delivery area;

  • delivery date;

  • delivery window;

  • delivery route;

  • product preparation;

  • fresh or made-to-order products.

Failed Delivery and Customer Absence

The customer must make sure that someone is available at the delivery address during the selected delivery window and reachable on WhatsApp.

If delivery cannot be completed because:

  • nobody is available at the address;

  • the customer cannot be reached on WhatsApp;

  • access to the property is not possible;

  • the address is incorrect or incomplete;

  • the delivery address is outside the active service area;

the order may return to Enoteca Assetati in Asti.

In this case, the customer may be invited to collect the order at Enoteca Assetati.

A second delivery attempt is not guaranteed.

Orders that cannot be delivered due to customer absence, incorrect information, incomplete information, lack of access or inability to contact the customer are generally non-refundable.

Fresh, perishable, chilled, food or made-to-order products are non-refundable and cannot be converted into credit.

For wine or other resellable products only, WineHoliday may, at its discretion, offer a future WineHoliday credit after deducting preparation, handling and attempted delivery costs.

Private Tasting Cancellation

Private tastings are booked for a specific date, time and location.

Customers can cancel or request to reschedule a private tasting up to 48 hours before the scheduled tasting time, subject to availability.

Cancellations made less than 48 hours before the tasting may not be refundable.

No-shows are non-refundable.

A no-show includes, but is not limited to, cases where:

  • the customer is not present at the agreed location;

  • the address provided is incorrect or incomplete;

  • access to the property is not possible;

  • the customer cannot be contacted at the scheduled time.

WineHoliday may offer rescheduling at its discretion, depending on availability.

Weather and Exceptional Circumstances

Private tastings are designed to take place at the villa, accommodation or private home, usually indoors or in a suitable covered area.

Bad weather does not automatically entitle the customer to a cancellation or refund.

If severe weather, safety issues or exceptional circumstances make the tasting impossible or unsafe, WineHoliday may offer rescheduling or another suitable solution.

Future Subscription or Shipping Services

At the moment, this Cancellation Policy refers primarily to WineHoliday local delivery in Piemonte and private tasting services.

If WineHoliday later offers European shipping, subscription boxes, “Piemonte at Home” products or recurring orders, specific cancellation conditions will be shown on the relevant product page, subscription page or checkout page.

Contact

For any cancellation request, please contact:

hello@wineholiday.it