The information below covers part of what is set out in our General Conditions. It is essential to read the entire document.

Withdrawals, Transfers and Cancellations by the client

The CONTRACTED PARTY shall refund the amount due to the Client, calculated on the total amount actually received by the Contractor, excluding the amount of commission withheld, which must be dealt with by the Travel Agent, as well as administrative fees and amounts already paid to suppliers.

in the event of any of the above occurring, the following administrative fees will be deducted from the total amount charged for the tour package, in the following proportion:

• When the cancellation occurs 30 (thirty) days or more before the date of departure of the trip: 10% (ten per cent)
• When the cancellation occurs between 29 (twenty-nine) and 21 (twenty-one) days before the date of departure: 15% (fifteen per cent)
• When the cancellation occurs between 20 (twenty) and 01 (one) days before the date of departure: 30% (thirty per cent)
• If the passenger does not show up at the time and place scheduled for the start of the trip, 35% (thirty-five per cent) will be charged.

In addition to the fees and fines described above, the amounts already paid to suppliers to guarantee bookings, duly proven, will be deducted as expenses, since the Contractor is only an intermediary in the contracting of tourist services, and is in temporary possession of the amounts received, because it depends on third parties for the effective execution of these services, such as air, sea and road transport, as well as accommodation, reception, restaurants and other contracted services.

For both road and air excursions, date transfers or refunds for unused sections will not be permitted.

Trip abandonment - Once the excursion has begun, passengers who abandon it for any reason will not be entitled to any refund for services paid for and not used.

Complimentary Transfer Service*

*Please read all the text carefully until the end

We offer a special courtesy service for our customers living in the municipalities of Rio de Janeiro*, Niterói*, Itaipuaçu*, São Gonçalo* and Caxias* (which are not high-risk areas), in which we pick up the customer from their home address to the meeting point where the journey will depart

To find out if your address is eligible for our Complimentary Transfer, send us an email at contato@rosanetur.com or call us on (21) 96471-3330 (WhatsApp) | (21) 2486-8031

Niterói residents

We provide a complimentary home transfer service to the following neighbourhoods in Niterói (not high-risk areas): Centro and adjacencies, Icaraí, Boa Viagem, Ingá, Gragoatá, São Domingos, Ponta d'Areia, Fonseca, Ilha da Conceição, Barreto, São Lourenço, Santa Rosa, Vital Brasil, São Francisco, Charitas, Fátima, Cafubá, Santo Antônio, Piratininga, Camboinhas, Itaipu, Itacoatiara and Itaipuaçu. For the other neighbourhoods, the meeting point for the excursion will be at the Cine Icaraí(SEE RULES BELOW)

São Gonçalo residents

We provide a courtesy home pick-up service for the following neighbourhoods in São Gonçalo (not high-risk areas): Centre and adjacencies, Galo Branco, Paraíso and Neves. For the other neighbourhoods, the meeting point for the excursion will be Cine Icaraí (in Niterói)(SEE RULES BELOW)

Caxias residents

We provide a courtesy home pick-up service to the following neighbourhoods in Caxias (not high risk areas): Centro and surrounding areas, Jardim 25 de Agosto. For the other neighbourhoods, the meeting point for the excursion will be Gilson Pneus in Irajá(SEE RULES BELOW)

Other Municipalities

Residents of other municipalities should contact us to find a suitable meeting point(see rules below)

IMPORTANT RULES OF THE TRANSFER SERVICE:

• The transfer service is a courtesy of Rosanetur. We reserve the right to refuse to carry out the service when it poses a risk to our staff, such as places that are difficult to access, places known to be dominated by drug trafficking or highly dangerous, among others.
• The transfer service is shared, i.e. other people will share the transport with you.
• Changes to the passenger's address must be notified to our team at least 7 days before the date of the excursion. Sudden changes of address make it impossible to carry out the service because the entire driver roster has already been organised.
• On our road trips, transfers are made both to and from the destination. On air excursions, only the outward transfer is carried out.
• We inform you of the time and driver of the transfer three days before the trip.
• To find out if your address is eligible for our Complimentary Shuttle, send us an email at contato@rosanetur.com or call us on (21) 96471-3330 (WhatsApp) | (21) 2486-8031

Boarding

The CONTRACTING PARTY/PASSENGER is aware that he/she must comply with all the timetable indications given to him/her, and is responsible for any delays and their consequences. They must present themselves for boarding carrying their original personal documents with photo ID, and identify themselves to the ROSANETUR representative who will be present at the time.

Documentation

For national journeys using air and/or road transport, it is necessary to present original identification in good condition (any of the following: Identity Card; National Passport; National Driver's Licence (model with photograph); Professional Cards issued by National Councils (models with photograph); Work Permit). If the passenger does not present the aforementioned documentation, or if it is illegible and/or erased, they will not be allowed to board.

Boarding for minors: For minors under the age of 16 (incomplete) to board national flights (Law 13.812/2019), they must be accompanied by a parent, grandparent or guardian, or a sibling or uncle over the age of 18, always with documentary proof of the degree of kinship (via the minor's Original Birth Certificate or Authenticated Copy). If you are accompanied by an adult without the degree of kinship described above, you will need written authorisation, notarised, from the parent or guardian. However, if you are unaccompanied, you will need judicial authorisation from the Child and Youth Court, all in accordance with articles 83 to 85 of the Statute of the Child and Adolescent - Law No. 8,069/90. Passengers can obtain more information about the necessary documentation from the Federal Police (www.dpf.gov.br).

Important: Birth certificates for children over 12 will not be accepted. In cases of theft, robbery or loss of the identification document, a police report issued less than 60 days previously is valid.

Accommodation for minors: For accommodation for children (12 years old or under) or adolescents (18 years old or under), they must be accompanied by the person mentioned in the paragraph above, unless they have been expressly AUTHORISED to stay by their parents or guardian, in writing and with a notarised signature, all in accordance with article 82 of the Statute of the Child and Adolescent - Law no. 8.069/90.

Here you will find a link to the Rio de Janeiro Court of Justice website containing a model Travel Authorisation for a Child Accompanied by an Adult. We also provide here the model of the Authorisation for Accommodation of Minors.