Company policy.

Service Delivery Standards

Our Commitment

At Finding La Dolce Vita SRL (FLDV), we provide personalised immigration and relocation services across Italy, France, Switzerland, Malta, and Monaco. We are committed to delivering our services to the maximum of our professional capacity whilst maintaining the highest standards of service excellence.

Service Categories

Our comprehensive service portfolio includes:

  • Immigration Services: Visa applications, residence permits, work permits, family reunification, citizenship applications

  • Relocation Services: Property search, lease negotiation, utility connections, bank account opening, healthcare registration

  • Educational Services: School selection, enrolment assistance, educational consultation

  • Lifestyle Integration: Orientation tours, settling-in assistance, ongoing support services

  • The Butler™ Concierge Services: Bespoke lifestyle management and premium concierge services

Service Limitations

FLDV commits to delivering services professionally but cannot be held responsible for delays, refusals, or impediments caused by Italian, French, Swiss, Maltese, or Monégasque authorities or third parties. Our responsibility is limited to service delivery, not outcome guarantees, and in any case, with liability capped at the contract value.

Client Arrival Delay Policy

Holding Fee Structure

When clients with active service contracts decide to delay their arrival beyond the timeline provided in initial communications, a holding fee is required to maintain contract validity.

Standard Holding Fee: 15% of total contract value plus VAT

Tiered Percentage System: The holding fee percentage may increase based on:

  • Project complexity and specialisation requirements

  • Service delivery timeline and duration

  • Market conditions and resource allocation

  • Destination-specific factors

  • Number of family members involved

  • Bespoke service requirements

Delay Threshold

The holding fee applies to delays exceeding one month from the predicted arrival date established during initial project planning and communications.

Fee Validity Period

The holding fee covers one delay within a twelve-month period from the original contract commencement date. Should the client require an additional delay outside of this twelve-month period, a new holding fee will apply under the same terms and conditions.

Rationale

Due to our highly personalised service model, FLDV maintains limited client capacity to ensure service excellence. Client slots are reserved exclusively, and delays result in lost opportunities to serve other prospective clients. Additionally, extended project timelines result in increasing operational expenses and consequently increasing service fees, which the holding fee structure helps to mitigate.

Waiting List Policy

Priority Access Programme

Our waiting list provides priority access to available service slots when they become available.

Variable Fee Structure

Waiting list fees are determined individually based on:

  • Destination: Italy, France, Switzerland, Malta, or Monaco service requirements

  • Client Profile: Individual, family, or corporate relocation needs

  • Project Nature: Immigration focus, relocation scope, or comprehensive service packages

  • Service Complexity: Standard, complex, or highly specialised requirements

  • Timeline Flexibility: Urgent versus flexible scheduling needs

  • Seasonal Demand: Peak versus off-peak periods

Benefits

Waiting list clients receive:

  • Priority notification of available slots

  • Preferential scheduling for initial consultations

  • Early access to new service offerings

  • Dedicated account management

Communication Standards

Response Times

  • Standard Support: 24-48 hours during business hours

  • Urgent Matters: Same-day response during business hours

  • Emergency Situations: Contact via WhatsApp for immediate assistance

Communication Channels

Business Hours

  • Standard Support: Monday-Friday, 10:00-19:00 CET/ROME

  • Urgent Support: Monday-Saturday, 08:00-21:00 CET/ROME

Professional Standards

Confidentiality

All client information is treated with absolute confidentiality. FLDV maintains strict data protection protocols in accordance with GDPR and applicable privacy regulations.

Professional Conduct

Our team adheres to the highest standards of professional conduct, including:

  • Transparent communication regarding timelines and processes

  • Honest assessment of challenges and realistic expectation setting

  • Continuous professional development and industry knowledge updates

  • Ethical business practices and regulatory compliance

Quality Assurance

Regular service quality reviews ensure consistent delivery standards across all service categories.

Contract and Payment Terms

Contract Validity

Contracts remain valid subject to payment terms and policy compliance. Modifications require written agreement from both parties.

Late Payment

Legal interest applies to payments beyond established terms in accordance with applicable legislation (Italian D. Lgs. N. 231/2002 or equivalent local regulations).

Dispute Resolution

Internal Resolution

Initial dispute resolution attempts are handled through direct communication with the assigned account manager or senior management.

Jurisdiction

Disputes are subject to the jurisdiction of courts in the region where FLDV maintains its registered office, under applicable local law (Italian, French, Swiss, Maltese, or Monégasque legal frameworks).

Escalation Process

Formal dispute procedures follow applicable consumer protection and commercial law requirements in each jurisdiction.

Service Modifications and Updates

Policy Updates

These policies may be updated periodically to reflect service improvements, regulatory changes, or operational requirements. Clients will be notified of material changes.

Service Evolution

FLDV continuously evolves service offerings to meet changing client needs and market conditions whilst maintaining core service excellence standards.

Individual Agreements

Specific contract terms may supersede general policies.

Last Updated: 07/02/2025