1. Scope
This policy applies to all tours purchased on agenciavictorhugo.online, operated by Orla Nativa, based in Armação dos Búzios – RJ, Brazil.
It follows the Brazilian Consumer Protection Code (Law 8,078/1990) and Decree 7,962/2013 on e-commerce. Nothing in this policy limits the rights the law gives you.
2. Right of withdrawal (7 days)
Because the purchase is made online, you may withdraw from it within 7 (seven) calendar days of the purchase date, without giving any reason, under article 49 of the Consumer Protection Code.
In that case we immediately refund everything you paid, adjusted for inflation, provided the tour has not yet taken place. You can make the request through the same channels used for the purchase (see item 8).
3. Cancellation 24 hours or more in advance
If you cancel at least 24 (twenty-four) hours before the tour’s start time, you get a full refund, whatever the reason.
4. Cancellation due to rain, bad weather or sea conditions
When the tour is cancelled by the operator or the maritime authority because of rain, bad weather, wind, swell or other sea conditions that affect safety, you choose one of the options below at no cost:
- a full refund of the amount paid; or
- a new date, subject to availability.
The decision to run or cancel a tour is made by the operator, always putting safety first. Light rain that does not prevent the tour is not a cancellation. If a tour has to be interrupted for safety after it starts, we will agree with you on a new date or a proportional refund.
5. Cancellation by the agency or the operator
If the tour cannot take place for reasons on our side or the operator’s (for example, no availability on the chosen date, minimum group size not reached or an operational problem), we will let you know as soon as possible and you choose between a full refund or a free change of date.
6. Cancellation less than 24 hours in advance and no-shows
Except in the situations described in items 2, 4 and 5, cancellations made less than 24 hours in advance and failing to show up at the agreed time and place are not refundable, because the place has already been booked and paid to the operator.
In duly proven cases of force majeure (for example, a health problem with a medical certificate), talk to us and we will consider a change of date.
7. Changing the date at the customer’s request
You can ask to change the date at least 24 hours in advance, at no cost, subject to availability. If you choose a different tour, the price difference will be charged or refunded.
8. How to cancel or change your booking
Send us your voucher number (e.g. ON-7K3P9Q) through one of these channels:
- WhatsApp: use the button on your booking page
- Email: financeiro@orlanativa.com
We confirm receipt of your request through the same channel. The time of your message is what counts for the notice period.
9. Refund timing and method
Refunds are made to the same payment method used for the purchase, and the refund is requested within 2 (two) business days after the cancellation is confirmed.
- Pix: the amount returns to the original account, usually on the same day the refund is issued.
- Credit card: the refund is sent to the card issuer and the credit shows on your statement according to their timing, usually within one or two statements.
We do not charge any fee to process refunds under this policy.
10. Holiday homes
Holiday homes have their own deposit, security deposit and cancellation rules, shown on each home’s page before booking.