Terms and Conditions

1. Definitions and Initial Conditions

1.1. These Terms and Conditions are complementary to the Cookie, Data Protection, and Privacy Policies, and govern the access to and use of the websites, applications, content, and services provided by OURTRIP VIAGENS E TURISMO LTDA (“OurTrip”), a private legal entity, registered under CNPJ No. 39.860.794/0001-07, with headquarters at Av. João Cirilo da Silva, 221 - Sala 207 - Bloco B.

1.2. By using the services offered by OurTrip, you agree to these conditions and establish a contractual relationship with OurTrip as a User. If you complete the contracting of any services through the platform, you will also be qualified as a Client.

1.3. For the purposes of these Terms:

a) “You” – User is any person who accesses OurTrip’s website or application.

b) Customer is the User who completes the contracting of services through the OurTrip website or application.

c) Suppliers are third-party partners (such as hotels, inns, or lodging platforms) that offer the services advertised on the OurTrip platform.

d) Third Party: any person who is not you (known or unknown).

e) Listing: any lodging, product, or tourism service offer made available on OurTrip’s platform, containing information entered directly by the Supplier, such as descriptions, images, prices, cancellation rules, conditions of use, payment methods, availability, and other relevant characteristics for contracting. The Listing is the contractual basis of the reservation and must be read carefully by the Client before finalizing the purchase.

1.4. OurTrip acts exclusively as an intermediary in the offering of lodging services and related products, not being responsible for the direct execution of such services. The contractual relationship regarding the provision of lodging services is established directly between the Client and the Supplier.

1.5. If you do not agree with these Terms, the User/Client must not access or use OurTrip’s services. Use of the platform represents full and binding acceptance of the conditions set forth herein.

1.6. These Terms replace all previous agreements, contracts, terms, or arrangements entered into between the parties regarding the same matters, prevailing over any prior document, whether verbal or written.

1.7. OurTrip reserves the right to terminate or restrict, at any time, any User’s or Client’s access to the services, without prior notice, especially in the event of a violation of these Terms or applicable law.

1.8. OurTrip may amend these Terms at any time. Updated versions will be published on the platform with the revision date indicated.

1.9. Amendments or updates to the Terms shall take effect immediately upon publication. Continued use of the platform after such changes will be considered full acceptance of the new conditions.

2. REGISTRATION

2.1. The information you provide during registration must be accurate, precise, and authentic, and you hereby declare yourself responsible and legally competent to respond civilly and criminally for the truthfulness of such data. Duplicate registrations with the same CPF or CNPJ may be blocked or deleted without prior notice.

2.2. All data provided at the time of booking must match the travel documents of the guests who will use the reservation.

2.3. You will access your OurTrip account using your registered email (login) and password. Sharing these credentials with third parties, even if trusted, is strictly prohibited. If your account is accessed or used by another person, you will be fully responsible for all actions taken, including any damages caused to OurTrip or third parties.

a) Suspected misuse, hacking, or unauthorized access must be reported immediately to OurTrip, under penalty of liability for omission. The account may be blocked in case of irregular use.

2.4. For your security, OurTrip may deactivate, suspend, or block your account at any time if irregularities are suspected, without prior notice. You will be informed of this decision.

2.5. You are responsible for keeping all information up to date and promptly informing any changes to your registration data, especially your contact phone numbers, email, and physical address.

2.6. You agree to use OurTrip’s platforms and internet applications in a way that does not harm any rights or interests of third parties or OurTrip, nor in any way that may cause damage, overload, disable, or prevent their proper functioning.

2.7. The propagation of content, links, or any materials that may contain or facilitate the spread of viruses or other malicious computer programs, which could damage OurTrip’s websites, platforms, or applications, or other users, is strictly prohibited.

2.8. Restrictions or Account Deletion

a) OurTrip reserves the right to cancel, suspend, deactivate, block, or unilaterally terminate your access to the platform, with unilateral termination of the Terms, if: (i) any legal violations are identified; (ii) your actions violate the provisions of these Terms; (iii) you cause direct or indirect damage to OurTrip, its users, or third parties; (iv) your login or registration attempt resembles OurTrip’s brand or domains; or (v) in other cases where OurTrip, at its sole discretion, deems it necessary.

b) In cases of violations of applicable law, OurTrip may adopt the appropriate administrative or judicial measures.

c) If OurTrip identifies suspected fraud or any violations of these Terms, or a need to validate data for purchase security, OurTrip may cancel the recorded purchase or sale transaction, even if services have already been issued. OurTrip also reserves the right to require the Client to present or regularize information to prove the transaction’s authenticity or to update their registration, preventing harm to OurTrip or third parties.

d) OurTrip also informs that if any of its domains or social media platforms are used for profanity, sexually explicit content, hate speech, discriminatory content, threats or violence, dissemination of personal data, personal attacks on employees or third parties, promotion of illegal activities (e.g., drugs or prostitution), websites, emails, addresses, phone numbers, or credit card information, it will apply the measures detailed above.

e) You may request account deletion by sending an email to contato@ourtrip.com.br, but it may be necessary to temporarily retain some data to comply with regulatory requirements; such data will be permanently deleted as soon as possible.

f) For deletion of data registered on Supplier platforms or third parties, such as hotel networks, loyalty programs, or others, you must contact them directly.

3. SERVICES

3.1. The service offered by OurTrip consists of providing an online platform via www.ourtrip.com.br and/or the mobile application for searching, booking, and paying for lodging and other tourism products or services. Such services are offered, provided, and executed by third parties, hereinafter referred to as Hotels or Suppliers, and are intended for use by the User and/or persons indicated by them, in accordance with the Listing and the conditions of these Terms.

3.2. Services mediated by OurTrip are valid only when made available on platforms owned by this company, whether for completing your purchase request directly through the platform or for official redirection to the respective Suppliers listed on OurTrip.

3.3. OurTrip acts exclusively as an intermediary between the Client and the Suppliers of tourism services and is not directly responsible for the execution of services contracted through the platform. Specifically for lodging services, the Hotel is solely responsible for confirming the reservation, the quality of accommodations, and the execution of offered services, including but not limited to meals, cleaning, service, and other amenities.

a) Any issues, discrepancies, or nonconformities related to the booked lodging must be addressed directly with the Hotel, which is the final service provider.

3.4. The Supplier is solely responsible for the content of the listing published on OurTrip’s platform, especially regarding price information, availability, service and accommodation descriptions, images, and lodging conditions. The site acts exclusively as an intermediary and is not responsible for any errors, omissions, or inaccuracies in the information provided by the final service provider.

3.5. Prices, rules, and conditions of services available on the platform are determined by the respective Suppliers, particularly Hotels, and may include restrictions such as non-cancellation policies, non-refund policies, or specific promotional conditions. Therefore, it is the User’s responsibility to carefully review all information in the Listing before confirming the purchase.

4. USE OF LODGING SERVICES

4.1. In addition to these Terms, the Client acknowledges that booking any lodging or tourism service is also subject to the rules and conditions established by the Hotels or other Suppliers, such as internal regulations, usage policies, safety rules, and specific contractual documents. These conditions, even if not described in the Listing on the platform, must be verified directly by the Client with the establishment prior to booking.

4.2. When making a reservation, the Client acknowledges that they must fully accept all rules and restrictions applicable to the chosen lodging, including prices, additional fees, cancellation and refund policies, minimum age requirements, maximum occupancy, promotional restrictions, and others. OurTrip is not responsible for the content, updating, or compliance with these rules, which are defined exclusively by the Suppliers.

4.3. Failure by the Client to comply with the rules established by the Hotel or establishment may result in cancellation of the reservation, denial of access to the booked service, forfeiture of amounts paid, and application of penalties, including additional charges for damages or breach of contract. OurTrip, as a mere intermediary, is not responsible for such consequences.

4.4. By confirming a reservation, the Client agrees to pay in full all amounts related to the contracted service, including: daily rates, administrative fees, OurTrip service fees, taxes, and governmental charges, as well as any amounts charged directly by the Hotel or Supplier, even if not previously indicated in the Listing. It is the Client’s obligation to check directly with the establishment for any additional applicable costs.

4.5. The Client is also responsible for observing and complying with all internal rules and regulations of the Hotel or establishment, such as operating hours, noise policies, use of common areas, prohibited conduct, visitor limitations, safety, smoking, alcohol consumption, dress codes, and others. OurTrip has no control over or responsibility for such rules; the Client is solely responsible for consulting and fully respecting them.

4.6. It is the Client’s sole responsibility to verify, prior to booking, any legal, sanitary, or administrative requirements applicable to the lodging destination, such as presentation of personal documents, visas, vaccines, medical certificates, proof of residence, or any other requirements established by local authorities. OurTrip is not responsible for any impediments to access or use of lodging due to the absence of such requirements.

4.7. In the event of staying beyond the established checkout time, the Client will be subject to penalties imposed by the Hotel or Supplier, including additional daily charges or forced removal from the premises, as permitted by local law and the establishment’s internal rules. Such consequences are the sole responsibility of the Client.

5. DATA COLLECTION AND ELECTRONIC COMMUNICATIONS

5.1. To enable the provision of intermediary services — including issuance, cancellation, or rescheduling of lodging — OurTrip will use the registration data provided by the Client, as well as the data of guests and/or companions entered in the reservation. Such information may be shared with the respective Suppliers of the contracted services (e.g., hotels) exclusively for the execution of the reservation.

5.2. The Client declares that all information provided is truthful, complete, and up-to-date, and agrees to keep their data always updated in their account, including email, phone number, and other contact methods. Providing incorrect, outdated, or third-party data without valid authorization is the sole responsibility of the Client and may result in usage restrictions, civil liability, and/or criminal liability.

5.3. OurTrip adopts reasonable technical and administrative measures to ensure the security, confidentiality, and integrity of the collected data. If the Client wishes to request the deletion of their personal data, they may do so at any time by sending a request through the platform’s official channel. However, deletion may be conditioned on retaining minimum information necessary to comply with legal, contractual, or regulatory obligations.

5.4. OurTrip clarifies that, after data is shared with the Suppliers responsible for executing the services, responsibility for processing and potential deletion of such data passes to the respective Supplier. The Client must contact the establishment directly to request removal or modification of this information.

5.5. By using any service on the platform, the Client expressly authorizes OurTrip to send them electronic communications via email, text messages (SMS), WhatsApp, push notifications via app or browser, or other similar means, including institutional, promotional, and operational messages.

6. GENERAL OBLIGATIONS

6.1. Documentation and Rules for Your Trip

a) Before requesting services from OurTrip, whether for yourself or guests registered in your account, check all requirements related to your trip, whether national or international, including documentation, visas, health surveillance requirements, necessary vaccines, medical certifications, and other documents that may be required.

b) If you or any guest listed in your account has any particular health condition, also check the requirements for medical fitness certificates or documentation with the chosen lodging or relevant local authorities.

c) If your account includes guests who are infants or minors, contact your lodging directly to verify all documentation rules for accommodating them.

d) Children accommodated under special or courtesy conditions are not guaranteed a bed during the stay. Hotels usually provide such benefits when children stay with their parents. If you want to ensure beds for all guests, choose the accommodation type that matches your reservation profile (e.g., 2 adults + 1 child = Triple Room; 2 adults + 2 children = Quadruple Room).

e) Check with your lodging about baggage storage rules or what can be kept in the room, such as availability of safes, valuables, and consumables.

f) If you plan to travel with pets (dogs, cats, or others), the Client must verify directly with the Hotel or Supplier the specific policies applicable to pet accommodation, including permissions, breed or size restrictions, allowed areas, requirement for leashes or carriers, as well as any additional fees, deposits, or mandatory documents such as updated vaccination records.

I. Acceptance of pets is solely at the discretion of the establishment and may vary according to its internal policy. OurTrip, as a mere intermediary, is not responsible for incomplete information, denial of access, or any limitation imposed by the Hotel regarding the presence of pets, even if the platform shows seemingly compatible offers.

II. The Client is solely responsible for ensuring that the pet complies with the establishment’s requirements and applicable legal norms, as well as for any damages caused by the pet within the lodging premises.

6.2. Check-in and Arrival at Lodging

a) It is the sole responsibility of the Client or registered guests to present themselves at the lodging on the date and time specified in the reservation. Failure to appear may be considered a “No Show” by the Supplier, in which case the reservation may be canceled without the right to a full or partial refund, unless otherwise expressly stated in the Listing.

b) OurTrip has no control or influence over the lateness tolerance policies adopted by establishments. It is recommended that the Client contact the Hotel or Supplier in advance if any unforeseen circumstances may compromise timely arrival, in order to attempt to preserve the reservation or reschedule the service.

c) The Client is also responsible for presenting all documentation required by the establishment at check-in, including valid personal documents of the guests, vaccination records (if required), and any other requirements set by the Hotel. Failure to comply may result in refusal of lodging, with no liability for OurTrip.

6.3. Situations Not Mediated by OurTrip

a) OurTrip’s role is limited exclusively to providing intermediary services between the Client and the Suppliers of lodging and/or tourism services. Accordingly, OurTrip will only be liable for direct damages demonstrably caused by failure in providing its own intermediary services, as defined by applicable law and these Terms.

b) OurTrip has no operational, technical, or legal control over services actually provided by Suppliers, nor over management of lodgings, establishments, partner platforms, or other third parties contracted by the Client. Consequently, it cannot be held responsible for any losses, damages, frustrations, or inconveniences arising from situations beyond its intermediary role.

c) Examples of situations not mediated or controlled by OurTrip, for which liability lies entirely with the Supplier or the Client, include:

I. Client’s failure to appear at the reserved date and time (“No Show”);

II. Overbooking by the Hotel or Supplier;

III. Strikes, demonstrations, or operational/logistical interruptions at lodging sites;

IV. Bankruptcy, judicial recovery, dissolution, or closure of the Supplier;

V. Force majeure events, unforeseen circumstances, or acts of nature, including natural disasters, pandemics, weather instability, transportation issues, accidents, etc.;

VI. Armed conflicts, government actions, legal prohibitions, or local sanctions affecting the contracted service;

VII. Denial of access due to noncompliance with internal Hotel rules or lack of required check-in documentation.

d) In such cases, any compensation, refund, or conflict resolution must be sought directly with the responsible Supplier, according to applicable contractual policies and their provided customer service channels. OurTrip may, if requested, assist in limited mediation, without assuming responsibility or guaranteeing a favorable outcome for the Client.

7. TRIPCASH

7.1. Tripcash is a promotional benefit granted by OurTrip, functioning as a credit (cashback) system linked to the Client’s account, allowing accumulated values to be used for future reservations made exclusively on OurTrip’s website.

7.2. When making an eligible reservation, the Client may receive a Tripcash amount as a bonus, credited to their virtual wallet linked to their account. The credit will be released up to seven (7) days after checkout.

7.3. The Tripcash bonus percentage may vary according to the ongoing promotional campaign, sales channel, and type of contracted product. Specific conditions will be disclosed in campaigns and institutional communications from OurTrip.

7.4. The accumulated Tripcash balance can be checked at any time in the logged-in area of the Client’s account, where a statement with the complete credit and usage history will be provided.

7.5. Tripcash may be used as partial payment for new reservations, provided these are made directly on OurTrip’s official platform; it does not apply to reservations made via partner platforms, redirections, meta-search engines, or third parties.

7.6. The Client may choose to use Tripcash during the purchase checkout, at the order review stage.

7.7. Tripcash balances are valid for twelve (12) months from the date of credit release. After this period, the value will automatically expire and cannot be reactivated or refunded.

7.8. Tripcash is non-transferable and linked exclusively to the account in which it was generated; it cannot be converted into cash, assigned, sold, transferred, or used in the name of third parties.

7.9. OurTrip reserves the right to modify, suspend, or cancel Tripcash rules, in whole or in part, at any time, including discontinuing the program, with prior notice or Terms update. In the event of program termination, OurTrip may establish a transition period for using existing balances.

7.10. In cases of fraud, manipulation, multiple accounts, or any attempt to obtain Tripcash improperly, OurTrip may cancel credits, block the Client’s account, and take applicable legal measures

8. PRICES AND PAYMENT METHODS

8.1. Prices, payment conditions, and available methods for each contracted service are clearly indicated on OurTrip’s official platform, accessible at www.ourtrip.com.br, or on authorized redirect channels from the same domain. It is the Client’s responsibility to verify all information before completing the purchase.

a) The Client is solely and exclusively responsible for the truthfulness, accuracy, and legitimacy of the payment information provided, including card number, cardholder name, expiration date, security code, among others.

b) OurTrip is not responsible for reservations made with invalid, outdated, or unauthorized credit card information, even if the transaction was approved by the card operator or payment gateway.

c) The Client expressly declares that they are authorized to use the provided payment method and is fully responsible for any legal, civil, or criminal consequences arising from the improper or fraudulent use of third-party data.

d) In case of chargeback, dispute, or suspected fraud in the transaction, OurTrip may, at its sole discretion and without prior notice, cancel the reservation and block the Client’s account until the situation is properly investigated and regularized with the card issuer and/or financial institution involved.

e) To ensure transaction security, OurTrip may request additional validation of registration data or documents, including the cardholder’s, before releasing the contracted services. Failure to provide the requested information may result in the cancellation of the reservation, without prejudice to the application of any applicable fees.

8.1.1. Pursuant to Law No. 13,455/2017, Suppliers and/or OurTrip may offer differentiated pricing depending on the payment term or payment method used, and discounts may vary according to the payment method (Pix, bank transfer, credit card, bank slip, among others), the service location, time/season of the year, type of accommodation, Supplier, and the applicable promotional campaign.

a) Applicable discounts are of a commercial and promotional nature, defined at the sole discretion of OurTrip and/or the Supplier, and may be granted in different percentages for different destinations, establishments, periods, or service categories, without constituting discriminatory or abusive practices, as they reflect the operational, financial, and commercial conditions specific to each transaction.

b) The discount percentage granted for a specific payment method, location, period, or Supplier does not create for the Customer any expectation or right to the application of the same percentage in other bookings, destinations, establishments, or campaigns, applying exclusively to the displayed rate.

c) Specific discount conditions, when applicable, will be informed in the Listing or at the time of checkout, with the values and conditions displayed on the platform at the time of contracting prevailing.

8.2. The use of promotional credits, Tripcash, or discount coupons is subject to the specific rules of each campaign. Such benefits are not cumulative and must be used individually, respecting the validity dates and promotional conditions in effect at the time of contracting.

8.3. Tripcash balance may only be used as a form of payment for reservations made directly on OurTrip’s official website. It cannot be used for purchases made through redirect platforms, meta-search engines, or partner sites, such as (but not limited to) Trivago, Google, and similar.

8.4. Prices displayed on the OurTrip platform are dynamic and may change at any time, according to availability, dates, demand, Supplier conditions, promotional campaigns, market fluctuations, selected payment method, and accommodation location.

8.5. Manifestly Erroneous Values

8.5.1. An evident or manifest error is considered any situation where the price displayed on the platform clearly diverges from market reality or the usual standard of the offered service, and is identifiable by any person under normal perception. Examples include, but are not limited to:

a) A 5-star hotel nightly rate offered at R$100.00 when the regular rate is around R$1,000.00;

b) Luxury suite accommodation priced lower than a standard room in the same period and location;

c) Significant differences compared to prices offered by other channels of the same Supplier during the same period.

8.5.2. If OurTrip identifies, by its own means or by Supplier notification, the existence of an evident material pricing error, or is informed by the Supplier of reservation cancellation due to pricing error or unavailability, the Client will be notified within 48 (forty-eight) hours from error identification or cancellation notification.

8.5.3. In such cases, OurTrip is not obliged to maintain the reservation, make a new reservation under similar conditions, or guarantee re-accommodation or service substitution without charging the price difference. No compensation for losses, damages, lost profits, or frustrated expectations will be due.

8.5.4. The Client may, in such case, choose to:

a) Maintain the reservation by paying the real service value; or

b) Request full cancellation without any cost, with the return of any amounts paid.

8.5.5. The possibility of correcting or canceling reservations made with manifestly erroneous prices does not constitute an abusive practice nor violate the Consumer Protection Code, as it is supported by principles of good faith, transparency, and contractual balance. Maintaining a reservation with an evidently negligible value, disproportionate to the offered service, would constitute unjust enrichment and imbalance in the consumer relationship, under Article 51, IV of the Consumer Protection Code, legitimizing OurTrip to correct or cancel the reservation, with proper communication to the Client whenever a material error is identified.

8.6. Suspension/Cancellation of Card Payments – Chargeback

8.6.1. If the Client or the cardholder of the payment method used cancels the credit card, requests a chargeback, or suspends payments for services contracted on OurTrip’s platform, they must contact the company immediately to regularize the debt, including intermediary fees owed to OurTrip, considering that the service has already been provided, in whole or in part.

8.6.2. In the event of a chargeback or payment dispute while services are still active, OurTrip may, for security and risk mitigation reasons, immediately cancel the reservation or contracted services. The Client is solely responsible for any losses resulting from such interruption, as well as applicable cancellation fees, according to the rules established in these Terms and by the Supplier.

8.6.3. If there is an attempt of fraud, unauthorized use of a third-party card, chargeback simulation, or any other fraudulent conduct, OurTrip may, in addition to canceling services and blocking the account, take civil and criminal legal measures, including reporting to competent authorities, to investigate the facts and recover damages.

8.6.4. If a chargeback or payment dispute is made in good faith, such as due to mistake, duplication, or operational error, OurTrip will notify the Client to voluntarily regularize the amount owed using a new payment method within a reasonable period. During this period, the reservation may remain suspended until financial compensation is completed.

8.6.5. Amounts not regularized within the informed period will be subject to extrajudicial or judicial collection and may be registered as collection titles and protested according to applicable law.

8.6.6. Whenever possible, OurTrip will seek prior contact with the Client for amicable regularization before adopting restrictive or legal measures.

8.6.7. Failure to pay within the stipulated period may result in fines, interest, and monetary adjustment, as provided in the issued collection document, as well as suspension of account access and inability to make new reservations until regularization.

9. TAXES

9.1. Prices displayed on OurTrip’s platform may or may not include taxes and fees, depending on the service and location. It is important that you verify the reservation information before completing the purchase, as some amounts may be charged separately at the accommodation.

9.2. These charges may include, for example: sales tax, tourism tax, occupancy tax, goods and services tax, among others charged by local authorities.

9.3. OurTrip is not responsible for collecting these taxes on behalf of the hotel or Supplier, except where required by law. Normally, taxes are collected by the service Supplier based on the amounts received for the reservation.

9.4. If taxes or fees apply to services provided by OurTrip (such as service or convenience fees), these amounts will be disclosed during the purchase process.

9.5. In some destinations, you may need to pay local taxes directly to the hotel at check-in or checkout. We always recommend verifying these conditions directly with the hotel before traveling.

9.6. Tax amounts may change between the reservation date and the accommodation date if there are changes in local legislation or rates. If this occurs, the hotel may charge the difference at the time of stay.

9.7. If you use an international credit card or pay in a currency different from your card’s currency, the bank or card operator may charge additional fees, such as IOF or currency conversion fees.

9.8. For questions regarding these charges, contact your bank or credit card issuer. OurTrip has no control over these amounts and is not responsible for fees applied by third parties.

9.9. OurTrip’s responsibility for issuing tax documents is limited to the amount corresponding to its portion of the billing, such as service or convenience fees. OurTrip is not responsible for issuing an invoice for the total reservation amount, since most of the payment is passed directly to the Supplier (hotel or establishment), which is responsible for providing the service and, consequently, for issuing the corresponding tax document on its portion.

9.10. In specific cases, depending on the tax regime applicable in the jurisdiction, an invoice may be issued for the total reservation amount. In this case, the amount passed to the Supplier for the accommodation will be deducted from the taxable base, highlighting only the amount actually paid to OurTrip, as permitted by current legislation.

10. MODIFYING OR CANCELLING SERVICES

10.1. General Rules

10.1.1. Service cancellations and modifications are subject to the specific rules of the Listing, as well as the conditions defined by the Supplier responsible for the contracted service, especially in the case of accommodation, which may have their own and varied policies.

10.1.2. For a cancellation or modification request to be considered valid, the Client must contact OurTrip using the email and/or phone number (WhatsApp) registered on the platform, to ensure transaction security. Other customer service channels will follow this verification criterion.

10.1.3. As previously established, if a payment suspension or dispute occurs (e.g., chargeback on a credit card) and services have already been issued, they may be immediately canceled. In this case, the Client will be responsible for any costs, fees, or losses resulting from the cancellation, both with OurTrip and the Supplier.

10.2. Accommodation Services

10.2.1. Cancellation, modification, or rescheduling rules for accommodation are defined exclusively by the Suppliers, such as hotels or partner platforms, and may vary according to the type of rate contracted (refundable, non-refundable, promotional, etc.).

10.2.2. OurTrip does not have the authority to modify, relax, or make exceptions to the rules established by the Supplier; it is up to the Supplier to authorize any measures outside the initially contracted conditions. These policies are provided at the time of booking.

10.2.3. In the case of voluntary cancellation by the Client after the reservation is completed:

a) OurTrip will act as an intermediary for the cancellation request, and the intermediary fee may still apply, as previously disclosed at the time of booking;

b) The request will be submitted to the Supplier responsible for the accommodation, who will analyze it according to their internal policies, and may approve or deny the cancellation or apply penalties, deductions, or refund limitations according to the rate purchased;

c) It is the Client’s responsibility to check cancellation, modification, and refund policies before completing the reservation, as well as to review the confirmation email containing instructions for requesting changes to contracted services.

10.2.4. It is mandatory to carefully read the cancellation, rescheduling, and payment conditions before completing the purchase. Once confirmed, the Supplier’s rules become binding on the Client.

10.3. Refunds and Payments

10.3.1. When a refund is possible according to the rules of each purchase, amounts will be returned to the registered account holder on OurTrip, respecting the original payment method:

a) Payments via bank transfer, boleto, or Pix will be refunded to a checking account with the same ownership;

b) Payments via credit card will be refunded to the card used in the transaction.

10.3.2. In case of death or incapacity of the account holder, refundable amounts will be returned upon presentation of legal documentation proving representation (e.g., executor, estate, or public power of attorney). If the situation involves accompanying guests, the refund will be made to the reservation holder.

10.3.3. The time frame for requesting and processing refunds will follow the rules of the contracted rate. Generally, processing may take up to 10 (ten) business days, except where specific legislation provides a different period.

10.3.4. For credit card payments, after processing by OurTrip, the refund may vary depending on the card operator, potentially extending up to 90 (ninety) days, depending on the billing cycle.

10.3.5. If the Client identifies unauthorized use, fraud, or unauthorized access to their credit card, bank account, or platform account, they must immediately contact the responsible financial institution (bank, card operator, fintech, etc.) and take all necessary measures to block and dispute the transaction.

10.3.6. OurTrip has no control over third-party systems and is not responsible for losses arising from failures, omissions, or fraud by third parties, including Suppliers or fraudsters, except in cases where exclusive platform failure is proven. The Client is solely responsible for resolving the situation directly with the involved Third Parties.

10.3.7. OurTrip will make its best efforts to block or cancel services contracted fraudulently, provided such services have not yet been issued, used, or passed the cancellation period with the Supplier. However, reversal of the charge and any refund will depend on case-specific analysis, Supplier rules, and the position of the financial institution involved, with no guarantee of automatic compensation by OurTrip.

11. PRIVACY

11.1. By making a lodging reservation, you agree to be bound by OurTrip’s Privacy Policy, which is also available on the website: https://www.ourtrip.com.br/politica-de-privacidade.

11.2. If you do not wish to receive these communications, you may unsubscribe using the link provided in the email you received. For further questions, you may also contact us via Chat.

12. CUSTOMER SUPPORT CHANNELS

12.1. OurTrip does not employ external sales agents or communicate through payment collection via WhatsApp or channels outside the OurTrip domain.

12.2. Questions, requests for modifications, rescheduling, cancellations, or any other communications must be sent to our support team, which operates from 09:00 to 18:00, Monday through Saturday, via email: contato@ourtrip.com.br.

13. INTELLECTUAL PROPERTY

13.1. All information and content available through the OurTrip platform are protected by copyright laws and must not be used in any manner other than as established in these Terms or with written authorization from OurTrip. Images of people, artwork, or private photos displayed on the platform are the property of OurTrip, and their use by you or third parties is prohibited.

13.2. The same protections apply to OurTrip domains and email extensions. It is forbidden to create or associate mentions using the words "OurTrip" or similar terms that may cause confusion to other clients or OurTrip personnel.

13.3. Any unauthorized use may violate applicable laws and regulations, and may result in civil and/or criminal penalties.

13.4. If you or any person listed in your account uploads photos/images/mentions to our system or social media, you certify, guarantee, and agree that you hold the copyright to such photos/images/mentions, and you accept that OurTrip may use them on our mobile app, website, promotional materials (online/offline), and publications, in any manner OurTrip deems appropriate, for an indefinite period, in accordance with applicable laws, without any compensation owed to you for such use.

14. GENERAL PROVISIONS

14.1. OurTrip clarifies that its activity as an intermediary in the sale of lodging reservations does not guarantee that the chosen destination is free from risks to the health and physical integrity of travelers. OurTrip is not directly or indirectly responsible for losses or damages that you or your travel companions may suffer before, during, or as a result of the chosen destination. OurTrip is not responsible for events related to force majeure, acts of God, governmental actions, or intrinsic conduct by you or your travel companions that may occur before or during your trip, potentially delaying, interrupting, or preventing its execution.

14.2. You are responsible for ensuring your internet security to prevent viruses, as well as any failures resulting from your connection or system, or from third parties, even if caused by force majeure or unforeseen circumstances.

15. APPLICABLE LAW AND JURISDICTION

15.1. These Terms and Conditions are governed by the laws of Brazil.

15.2. For all matters regarding interpretation and enforcement, the parties submit to the Central Court of the City of São Caetano do Sul/SP, except for claims filed by Users who legally qualify as consumers.