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

In addition to the fees and fines described above, the amounts already paid to suppliers to guarantee reservations, duly proven, will be deducted as expenses, since the Contractor is only an intermediary in the contracting of tourist services, being 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 transportation, as well as accommodation, reception, restaurants and other contracted services.

For both road and air tours, it is not permitted to transfer dates or refund unused sections.

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 to the end

We offer a special service, as a courtesy, for our customers living in the municipality of Rio de Janeiro*, Niterói*, Itaipuaçu*, São Gonçalo* and Caxias* (not being high risk areas), in which we pick up the customer from their home to the meeting point where the trip departs(SEE RULES BELOW)

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

Niterói residents

We provide a courtesy home transfer service to the following neighborhoods 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 neighborhoods, the meeting point for the excursion will be at Cine Icaraí.(SEE RULES BELOW)

São Gonçalo residents

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

Caxias residents

We provide a complimentary home pick-up service for the following neighborhoods in Caxias (not high-risk areas): Centro and adjacencies, Jardim 25 de Agosto. For the other neighborhoods, 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 transportation 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 organized.
• On our road trips, transfers are made both on the outward and return journeys. On air tours, only the outward transfer is made.
• We inform you of the time and driver of the transfer three days in advance of 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 timetables that have been informed 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, and identify themselves to the ROSANETUR representative who will be present at the time.

Documentation

For national trips using air and/or road transportation, it is necessary to present an original identification document in good condition (any of the following: Identity Card; National Passport; National Driver's License (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 of Minors: To board national flights, minors under the age of 16 (incomplete) (Law No. 13.812/2019) must be accompanied by a parent or grandparent, or guardian, or a sibling or uncle over the age of 18, always providing documentary proof of the degree of kinship (via the minor's Original Birth Certificate or Authenticated Copy). In the event that you are accompanied by an adult without the degree of kinship described above, you will need written authorization, notarized, from the father, mother or guardian. However, if you are unaccompanied, you will need judicial authorization 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 younger) or adolescents (18 years old or younger), they must be accompanied by the person mentioned in the paragraph above, unless they have been expressly AUTHORIZED to stay by their parents or guardian, in writing and with a notarized signature, all in accordance with article 82 of the Statute of the Child and Adolescent - Law No. 8.069/90.

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