By purchasing a Travel Experience on the VIVAI platform, the user accepts and agrees to the cancellation and no-show conditions of the business Partner or to any additional terms of use applicable to their Trip, including services provided and/or products offered by the Partner.
In the event of cancellation, the user is guaranteed a full refund of the amount paid when the cancellation is requested up to 7 (seven) calendar days before the date of the Travel Experience. For cancellations requested after this period, the refund will depend on the cancellation/no-show policy of each Service Provider, in accordance with the terms defined at the time of contracting.
The aforementioned terms of use may be obtained from the business partner responsible for the purchased product. The general cancellation and no-show conditions of each Partner are made available on our Platform, on the Partner information pages, during the purchase process and in the confirmation email. Outside the full-refund period, certain rates or special offers cannot be cancelled, refunded or changed; therefore, pay close attention to the offer description before purchase.
Free cancellation requires the request to be made up to 7 (seven) calendar days before the date of the Travel Experience, or within a longer period, if stipulated by the Partner at the time of purchase.
The rules and confirmation information of the purchased product, as well as any additional conditions that may be applied by the Partner, must be read carefully before the purchase is completed. It is the user's responsibility to ensure timely payment; late payment, invalid credit cards or insufficient funds are at the user's own expense and risk and, for this reason, the user will not be entitled to claim any refund of (non-refundable) prepayments, unless the Partner allows the exception in its (pre)payment and cancellation conditions.
If the user realizes that they will not arrive on time, contact the Service Provider and let them know your estimated arrival time to avoid cancellation. VIVAI is not responsible for the consequences arising from the user's delay or for any cancellation or no-show fees charged by the Partner.
The person responsible for any group, when purchasing travel experiences on behalf of the group, will be responsible for the actions and conduct (in relation to the Travel Experience) of everyone in the group. To act on behalf of the group, obtain everyone's permission before providing the personal data on the platform.
In the event of a product defect, the quality or quantity defects that render the product unfit or inadequate for the consumption for which it is intended, or that reduce its value, must be verified. Furthermore, products or services that show a discrepancy with the information on the platform at the time of purchase or on the packaging may be exchanged or returned, subject to the variations arising from their nature.
The user must contact the VIVAI platform as soon as they identify the defect. If, within a maximum period of 30 (thirty) days, it is not possible to remedy the defect or, regardless of this period, the replacement of the defective parts could compromise the quality or characteristics of the product or service, reduce its value, or if it is an essential product or service, the user may opt for the replacement of the product with another of the same kind or the re-performance of the service, the refund of the amounts paid, or a proportional reduction of the price.
The original version of this policy is in Portuguese. In the event of any dispute concerning this policy, or any inconsistency between the versions translated into other languages, the Portuguese language shall prevail, to the extent permitted by applicable law.