1. Covered by the service

These general terms and conditions govern the sale of: 
•    Firenzecard, a personal card that allows, during the 72 hours of validity, a single visit to each of the museums, villas, churches and gardens that are part of the network, for cardholders and for minors under 18 years of age belonging to the cardholder’s family; 
•    Firenzecard Restart, a card available exclusively in digital format (i.e., to be used through the Firenzecard app) that allows, during the 48 hours of validity, single visits for cardholders and for minors under 18 years of age belonging to the cardholder’s family to each of the museums, villas, churches and gardens that are part of the network and that have not yet been visited with the original Firenzecard, which has been requested to be reactivated. Firenzecard Restart can only be purchased if you have already purchased a Firenzecard that has expired in the last 12 months and following the installation of the Firenzecard app on your smartphone. 

The validity of Firenzecard and Firenzecard Restart begins from your first admission to a museum, carried out with physical or digital card.

ATTENTION: Before using the Firenzecard app, always check that you have installed and are using the latest available version of the application, in order to be able to view the updated museum list and use all the functions correctly. You can use Firenzecard app only if your device features the necessary technical requirements (iOS 16.0 or later; Android 11.0 or later).

The purpose of the service provided by Firenze Smart (Silfispa) consists in the online purchase of Firenzecard or its purchase at one of the accredited sales points. Refer to the relative sections of the website for information.

2. How to purchase a Firenzecard and a Restart online

To purchase a Firenzecard on the website www.firenzecard.it you must: 

• Complete the online form with all its compulsory sections.
• Read and sign these general service terms and conditions.
• Read and sign the privacy policy.
• Complete the card payment process. The availability of the Firenzecard is subject to changes until the transaction is successfully completed. The online purchase of a Firenzecard is completed by filling out the form and making the payment. 
• In the event of a successful transaction, the customer will receive a voucher code identifying the purchase made at the email address indicated. The customer will decide independently whether to pick up a physical card at one of the collection points from the list reported in the email and on the site, or if they wish to activate their card digitally. The creation of the digital version of your card takes place by downloading the app Firenzecard (available on App Store and  Play Store), logging into the app, and entering your voucher code in the relevant section of the Firenzecard app. The system will automatically generate the card/s purchased by the customer linked to the input voucher code. 

To purchase Firenzecard Restart, you must: 

  •     Have the possibility to install the Firenzecard app on your device, if it has not already been installed, checking the technical requirements as indicated in the relative section of the website.
  •     Have purchased a Firenzecard online or at a sales point that has expired in the last 12 months.  
  •     Enter the verification information to protect the cardholder, meaning a card number to extend is requested.
  •     Click "Check" button.
  •     Enter your email address with which you purchased the 72 hour Firenzecard or, in case of a physical card, the email address to which the voucher code will be sent;
  •     Click on the Purchase button (Currently Restart is FREE until December 2024 and the system does not require any payment).
  •     Check or fill out the online form with all its compulsory sections.
  •     Read and agree to these general service supply conditions.
  •     Read and sign the privacy policy.
  •     Confirm your purchase.
  •     In the case that the transaction is successful, the customer will receive a voucher code for the purchase at the email address indicated.
  •     Enter the voucher code in the relative section of the Firenzecard app. The system will automatically generate the Restart card/s linked to the input voucher code. 

3. Firenzecard online payment methods

Payment can be made by credit card through the international circuits visible at the time of completion of the purchase (VISA, Vpay, MasterCard, Maestro, American Express, JCB, Unionpay, and Masterpass) following the instructions detailed online. 


4. How to collect a Firenzecard purchased online

It is possible to collect and activate a Firenzecard purchased online, within 6 months of purchase, at a collection point indicated on the www.firenzecard.it website or by entering the voucher code through the Firenzecard app. After this period, it will no longer be possible to collect the card, and the purchase will not be refundable. In order to collect a card purchased online, the customer is required to present their purchase voucher and a valid identity document. The person in charge of the collection must present a buyer’s proxy and a copy of the delegating party's identity card, which will be acquired at the counter.  

5. How to use Firenzecard Restart

The customer has 6 months to download the voucher, and activate the card on the Firenzecard app to create the digital card. Firenzecard Restart can only be used if you have installed the Firenzecard app on your device (smartphone or tablet) and if your device complies with the technical requirements (iOS version 16.0 or newer; Android version 11.0 or newer). 

6. Price and validity of Firenzecard and Firenzecard Restart

The cost of a Firenzecard is 85 euros. The card can be used within 6 months of purchase. Please note that the voucher is valid for 6 months from the date of purchase. The Firenzecard can be used in physical or digital mode within 72 hours, starting from the moment of first activation in one of the museums of the circuit, by the holder and any minors of their associated family. 

Before purchasing a Firenzecard, it is necessary to consult the official website www.firenzecard.it in order to consult the list, methods of access, and opening hours of the museums and sites participating. Furthermore, the user is advised to check whether they are entitled to any free tickets and/or reductions for age and/or nationality and/or residence and/or category and/or profession on the sites of the museums that adhere to the card.

Firenzecard Restart can be created and used only in digital format through the Firenzecard app. Firenzecard Restart can be purchased only in combination with a Firenzecard purchased and expired in the last 12 months, having installed the Firenzecard app on your device. Firenzecard Restart is valid for 48 hours from activation, which corresponds to the first admission in a museum and permits visits to the network museums that have not yet been visited with Firenzecard, reactivated for an additional 48 hours. 

7. Right of withdrawal and refund policy

The user has the right to withdraw from the contract, within 14 days of the purchase, pursuant to art. 52 of Legislative Decree no. 206/2005. 

The right of withdrawal can be exercised ONLY under the following conditions: 

• For the card(s) in physical format: that the card has NOT been personalized with the writing of your name, digitized and activated during a visit, and on condition that it is returned intact, complete with kit in all its components, and with proof of purchase of the same. Personalized cards cannot be refunded. 
• For the card(s) in digital format: that the card has NOT been activated during a visit. 

If the above conditions are met, the withdrawal will result in a refund of the price paid for the purchase. Such a request must be sent to the following email address supportomusei@firenzesmart.it, stating the reason for the request. 

For failure to collect and use the card after the established terms, we decline all responsibility in the event of impossibility to use the purchased service or changes in the technical and/or commercial conditions that may alter its operation and/or cost, and it will not be possible to obtain a refund or a replacement of the purchased product. 

The cards, both in physical and digital format on the app, are non-refundable and non-replaceable in the case of theft and/or loss. 

In the event of a card, both in physical and digital format, that does not work, the user can go to a sales point indicated in the list visible on the official website in order to evaluate the type of damage and be informed on the procedure to follow. 

The card is non-refundable in the case of variations that concern the services of the museums participating in the card network (for example: changes in opening hours, completeness of the works on display, presence of priority access, etc.). For any information on services and procedures relating to the individual museums, please refer to the official website of the individual museums, accessible at the ‘Museums’ section on the official website www.firenzecard.it. 

8. Loss and damage to Firenzecard and Firenzecard Restart

Firenzecard and Firenzecard Restart are not refundable in the case of theft. Lost physical and digital cards cannot be replaced. The user is therefore advised to store the card with care, and to not bend physical cards. In the event that your physical card is damaged or does not work, the user can return it to one of the sales points where it will be replaced, provided it is still valid (within 72 hours). The digital versions of Firenzecard and Firenzecard Restart are generated within the app downloaded on your phone and remain connected to the operation of your device. Under no circumstances are claims for compensation or card replacements imputable, if the malfunction is related to the mobile device used by the customer. The user is required to keep their credentials to access the app, so that they can use their digital Firenzecard on another device. 

9. Other indications regarding admission to the museums 

The access of groups to some museums of the Circuit may be subject to regulation. We recommend checking the specific FAQ on the website www.firenzecard.it and on the website of the museum of interest for the specifics for the groups. For cardholders, the access of groups of 8 persons or more to the Uffizi Gallery and Galleria dell’Accademia may be conditioned by the turnout of the moment. 
The validity and duration of the Firenzecard and Firenzecard Restart will not be extended if the museums participating in the network close for exceptional reasons (strikes, holidays, etc.) or offer free admission for special events and exhibitions. To access the participating museums simply show your physical Firenzecard or the barcode of your digital card, present in the appropriate section of the Firenzecard app, to the museum staff.

10. Limits of liability

Firenze smart (Silfispa), in providing the purchase service of Firenzecard and Firenzecard Restart, operates as an instrumental body of the Municipality of Florence, which has independently entered into agreements with the museums for the provision of the service offered to Firenzecard/Firenzecard Restart holders. For this reason, Firenze smart (Silfispa) will not be held liable for the methods implemented to provide the aforementioned service. For any complaint regarding the admission services to museums, users are invited to report any disservice and/or inconvenience directly to the managers of the services listed above and to contact the following email address supportomusei@firenzesmart.it, in order that Firenze smart (Silfispa) can also provide its own report to the managers of the services mentioned above. Firenze smart (Silfispa) assumes no responsibility for any direct or indirect damages, of any nature, related to the services provided through the www.firenzecard.it site. Firenze smart (Silfispa) also reserves the right to modify, suspend or interrupt any function or service for technical or organizational reasons or as a result of actions taken by the Municipality of Florence, without being bound to issue refunds for cards already sold. 

11. Special service supply conditions for tour operators

For the purposes of this document, "tour operator" means any business that sells, creates or assembles tour packages; "Tour package" means contracts as defined by art. 33 of the Tourism Code (Legislative Decree no. 79/2011 and subsequent amendments). 

The purchase of Firenzecard by tour operators is subject to the following conditions: 

• Purchase request to be sent to Firenze smart (Silfispa) at the following email address supportomusei@firenzesmart.it, at least 15 business days prior to the delivery of the cards.
• Payment must be made at least 10 working days before delivery. 
• The delivery of Firenzecard is only possible in the Municipality of Florence, from 10am to 5pm, Monday to Friday, at a time to be agreed upon during the formalization of the order. 
• The resale of the cards purchased from the tour operator to third parties is permitted in exceptional cases, upon agreement signed between the reseller tourist operator and the Municipality of Florence, provided that the cards are sold within a tour package clearly specifying the correct name of Firenzecard, the characteristics of the service offered, and the price as set forth by these contract conditions. However, the resale of the cards at a higher price is not permitted. 

Last update: 01.03.2024