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

Cancellations, Transfers and Customer Cancellations

The CONTRACTED PARTY will refund the amount due to the Contractor, calculated on the total actually received by the Contracted Party, excluding the amount of the commission retained, which should be dealt with the Travel Agent, as well as administrative fees and amounts already paid to suppliers.

In the event of any of the mentioned hypotheses, the following administrative fees will be deducted from the total amount charged for the tourist package, in the following proportion:

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

In addition to the fees and penalties described above, amounts already paid to suppliers for securing reservations, duly proven, will be deducted as expenses, as the Contracted Party is only an intermediary in the hiring of tourist services, being in temporary possession of the amounts received, as 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 segments will not be allowed.

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

Complimentary Transfer Service*

*Please read the entire text carefully until the end

We offer a differentiated service, as a courtesy, for our clients residing in the municipality of Rio de Janeiro*, Niterói*, Itaipuaçu*, São Gonçalo* and Caxias* (not being high-risk areas), in which we pick up the client at their residence to the meeting point for the start of the trip. (SEE RULES BELOW)

To find out if your address is covered by our Complimentary Transfer, please email us at contato@rosanetur.com or contact us at (21) 96471-3330 (WhatsApp) | (21) 2486-8031

Residents of Niterói

We provide the transfer service at the residence, as a courtesy, for the following neighborhoods in Niterói (not being high-risk areas): Centro and surroundings, 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 other neighborhoods, the meeting point for the excursion will be at Cine Icaraí. (SEE RULES BELOW)

Residents of São Gonçalo

We provide the transfer service at the residence, as a courtesy, for the following neighborhoods in São Gonçalo (not being high-risk areas): Centro and surroundings, Galo Branco, Paraíso and Neves. For other neighborhoods, the meeting point for the excursion will be at Cine Icaraí (in Niterói). (SEE RULES BELOW)

Residents of Caxias

We provide the transfer service at the residence, as a courtesy, for the following neighborhoods in Caxias (not being high-risk areas): Centro and surroundings, Jardim 25 de Agosto. For other neighborhoods, the meeting point for the excursion will be at Gilson Pneus in Irajá. (SEE RULES BELOW)

Other Municipalities

Residents of other municipalities should contact us to find an appropriate meeting point. (SEE RULES BELOW)

IMPORTANT RULES FOR THE TRANSFER SERVICE:

• The transfer service is a courtesy from Rosanetur. We reserve the right to refuse to execute the service when it poses a risk to our team, such as difficult access locations, areas known to be dominated by drug trafficking or with high risk, among others.
• The transfer service is shared, meaning other people will share the transport with you.
• Changes to the passenger's address must be communicated to our team at least 7 days in advance of the excursion date. Sudden changes in address make it impossible to execute the service due to the entire schedule of drivers already being organized.
• In our road excursions, the transfer is provided both to and from the destination. In air excursions, only the outbound transfer is provided.
• We inform the time and the driver who will perform the transfer 3 days in advance of the trip.
• To find out if your address is covered by our Complimentary Transfer, please email us at contato@rosanetur.com or contact us at (21) 96471-3330 (WhatsApp) | (21) 2486-8031

Boarding

The CONTRACTOR/PASSENGER is aware that they must comply with all the schedule indications provided to them, being responsible for any delays and their consequences. They must present themselves for boarding carrying their original personal documents with a photo and identify themselves to the ROSANETUR representative who will be present at the time.

Documentation

For domestic trips using air and/or road transport, it is necessary to present an original identification document in good condition (Any of the following: Identity Card; National Passport; National Driver's License (photo model); Professional Licenses issued by National Councils (photo models); Work Card). The passenger's presentation without the aforementioned documentation, or if it is illegible and/or altered, will result in non-boarding.

Boarding of Minors: For boarding on domestic trips for minors under 16 years old (not completed) (Law No. 13.812/2019), it is necessary that they are accompanied by one of the parents or grandparents, or a guardian, or, also, by an older sibling or uncle over 18 years old, always proving the degree of kinship documentarily (through the Original Birth Certificate or Authenticated Copy of the minor). In the case of being accompanied by an adult without the degree of kinship described above, written authorization, with notarized signature, from the father or mother, or guardian, is required. However, if unaccompanied, judicial authorization from the Childhood and Youth Court will be necessary, all in accordance with articles 83 to 85 of the Child and Adolescent Statute - Law No. 8.069/90. The passenger can obtain more information about the necessary documentation from the Federal Police (www.dpf.gov.br).

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

Accommodation of Minors: For the accommodation of children (under 12 years old) or adolescents (under 18 years old), it is necessary to be accompanied by a person mentioned in the paragraph above, unless expressly AUTHORIZED to stay by the parents or guardian, in writing and with notarized signature, all in accordance with article 82 of the Child and Adolescent Statute - Law No. 8.069/90.

We provide here the link to the Portal of the Court of Justice of Rio de Janeiro containing the model of the Travel Authorization for a Child accompanied by an Adult. We also provide here the model of the Authorization for Accommodation of a Minor.