These Booking Policy Terms and Conditions apply to any booking made with us after the date indicated at the end of these provisions and, for all other bookings, from the date we notify you of any changes.
1.1. Your contract will be with Sinatra Brazil Participações SA, Resid Club & Hotels, registered in Brazil under CNPJ number 46.769.297/0001-55, with an operational address at Rua Cel José Eusébio, 95, Casa 13, Higienópolis, 01239-030, São Paulo, SP, Brazil. You can contact our concierge team by phone at +55 11 98212-9999 or by email at [email protected].
1.2. These terms are governed by Brazilian law, as established by the Brazilian Civil Code. Any dispute or claim arising out of or in connection with a contract between us (“booking”) or its subject matter or formation will be governed and interpreted in accordance with Brazilian law. If you are a consumer, Brazilian courts will have exclusive jurisdiction to resolve any dispute or claim. However, if you reside in another country, you may have the right to bring any such claim in the courts of the country of your residence.
1.3. By entering into a contract with us, the first person named in the booking agrees on behalf of all persons included in the booking that (a) they have read and agree to these terms and conditions and are authorized to be bound by them on behalf of themselves and each person named in the booking; (b) they accept personal financial responsibility for the booking; and (c) they have the authority of each person named in the booking to consent to our use of personal data in accordance with our privacy policy.
2.1 What these terms cover. These are the terms and conditions under which we provide services to you. We reserve the right to alter or modify these terms and conditions, but if we do so, we will notify you. Any new terms will only apply from the date we notify you of a change.
2.2 Why you should read them. Please read these terms carefully before making a booking with us. These terms explain who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you think there is a mistake in these terms, please contact us to discuss.
2.3 In some areas, you will have different rights under these terms depending on whether you are a business or a consumer. You are a consumer if:
2.4 If you are a business customer, this is our entire agreement with you. If you are a business customer, these terms constitute the entire agreement between us concerning your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance, or warranty made by or on behalf of us that is not set out in these terms, and you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
3.1 The booking request must be made by completing the specific form for each experience. To secure your booking, a payment of R$1,000.00 per person is required. This amount is refundable within 10 days if your booking is not approved or if you withdraw the request. The deposit will be applied to the final balance, and an initial payment of 60% of the total balance will be required within 7 days of the booking confirmation. If the departure date is less than 90 days from the booking confirmation, the total balance must be paid within 7 days of confirmation.
3.2 Pricing. The quoted prices are fully inclusive of all local taxes and charges for your travel experience, as communicated to you in your quotation. In some circumstances, there may be local charges that cannot be reasonably calculated by us at the time of your booking, but we will clearly indicate to you the nature and anticipated costs of any such charges at the time of booking. These additional costs will only apply if reviewed before the booking confirmation process. Once the booking is confirmed and payment is made, there will be no room for additional charges.
4.1 All invoices issued by us will be denominated in Brazilian reais (BRL). Any payments processed via credit or debit cards, whether individual or corporate, will be subject to a transaction fee of 2.9%.
4.2 If you wish to make a payment by bank transfer, we also accept payments via PIX, provided that we have specified in advance the amount required to be paid.
4.3 If any payment is less than the full amount required, the amount will be refunded, and the booking will not be confirmed.
5.1 Awareness of travel requirements. Before making a booking, you should consult any travel advisories issued by authorities in your home jurisdiction and any jurisdiction you intend to visit. It is your sole responsibility to obtain and have with you all necessary travel documents, including passports, visas, health or vaccination certificates, and international driving licenses, which must be up-to-date and valid for the country or countries you are visiting. Passports must always be valid for 6 months after your return date and must have sufficient blank visa pages for entry and exit stamps.
5.2 You will need to provide us with the full passport name of any person in your booking, along with passport information, including number, country of issue, and issue and expiry dates. All such information must be provided at the time of booking where flights are included, and no later than 28 days before departure dates in all other circumstances. Where such information is not provided and the booking is allowed to proceed, we exclude all liability arising from missing information or the suitability of the booking for any individual concerned.
5.3 You may be refused boarding or disembarked from a vessel without liability for refund, payment, compensation, or credit of any kind if you do not have the required, valid documentation, including any fitness-to-travel requirements, or if you have provided us with incorrect details for any traveler. You agree to reimburse us for any fines or other costs incurred by us resulting from your improper documentation, incorrect information, or non-compliance with applicable regulations.
5.4 We will not be liable to make any refund or pay compensation if you or any member of your party is unable to proceed with your planned travel experience due to incorrect, out-of-date, or missing personal documents, or any other failure to meet passport, visa, health, or immigration requirements.
5.5 You are also solely responsible for ensuring that you check all documentation for accuracy and that you check in for flights or board any vessel at the correct time. We do not accept any liability for you missing flights or sailings as a result of incorrect documentation or late check-ins.
6.1 Personal travel insurance is a mandatory requirement for anyone booking with us (not just the person making the booking). We advise all clients to take out comprehensive insurance, including coverage for pandemic disruption, and carefully review the insurance terms and conditions.
6.2 You should ensure that you have adequate coverage for cancellation and interruption, medical expenses (including repatriation), loss of baggage, personal effects, money, personal liability, death, and injury. You should ensure that your insurers are fully aware of the location, nature, and details of the activities related to your travel experience, as well as your own health and other circumstances. You should keep your insurance details with you during your travel experience.
7.1 If a Host is unable to attend part of a Hosted Experience (in circumstances including but not limited to sudden illness, inability to travel, death, or force majeure), we will use reasonable efforts to mitigate the absence of the Host and will reasonably assess, at our absolute discretion, the diminution in value to you resulting from the Host’s absence. We will issue a partial refund or, at our option, a credit to you. Any refund due to the absence of a Host will not exceed 25% of the guest trip value. We will not be liable for any changes that are beyond our reasonable control.
8.1 You may cancel your booking with us at any time. Your rights when canceling your booking will depend on when you decide to cancel the booking and communicate that to us. Cancellations are effective on the day we receive them in writing, so we recommend that you keep a copy of any cancellation communication. The charges that will apply if you cancel your booking are as follows:
Written cancellation received
Cancellation charges
Up to 2 days after booking confirmation
None. Your deposit will be refunded.
180 days or more before departure dates
60% of the total booking price, including the initial deposit.
Between 91 and 180 days before departure dates
80% of the total booking price, including the initial deposit.
90 days or less before departure dates
100% of the total booking price, including the initial deposit.
8.2 These cancellation charges reflect the financial commitments we have made to our suppliers and other third parties, which we cannot recover.
8.3 Once your travel experience has commenced, you cannot cancel your booking, and you will not be entitled to any refunds for any unused elements of your booking, such as rooms, travel, or meals. Additionally, if one member of your party leaves the travel experience and this incurs additional costs, such as single room supplements, the remaining travelers may be subject to increased costs.
8.4 If you fail to travel, or are refused or unable to travel for any reason related to late check-in, passport, visa, health, or any other documentary reason, your full booking price is non-refundable.
9.1 We may end your booking if you breach its terms. We may end your booking for a travel experience at any time by writing to you if:
a) You do not make any payment to us when due, and you still do not make payment within 10 days of our reminder; or
b) You do not, within a reasonable time after our request, provide us with information necessary for us to provide our services, such as a valid passport or other personal details of travelers.
9.2 You must compensate us if you breach the terms of your booking. If we end the booking in the situations set out in 9.1, we may deduct from the amount paid to us or charge you a percentage of the price calculated as per the table in 8.1, depending on the date we end the booking, as compensation for the net costs we will incur as a result of your breach of the terms of your booking.
9.3 We may also cancel your booking in the event of unavoidable and extraordinary circumstances (force majeure) that affect your travel experience and significantly impede our ability to provide the travel experience to you. Unavoidable and extraordinary circumstances include, but are not limited to, war, significant terrorist activity, natural disasters such as floods, earthquakes, or outbreaks of epidemics or pandemics, or situations where we can no longer safely provide your travel experience or where the Host for a Hosted Experience is unable to attend or is prevented from attending. If this happens, we will use reasonable efforts to provide you with alternative arrangements of a similar standard, but if this is not possible, we will not be liable to pay any compensation, and you will need to refer to your insurance coverage.
10.1 Where to find the price for your booking. The price of your travel experience (which includes local taxes, where applicable) will be the price indicated in the booking confirmation we send you. We take all reasonable care to ensure that the price provided is correct. However, please see 10.5 for what happens if we discover an error in the price of your booking.
10.2 We will pass on changes in the rate of local taxes. If the rate of local taxes changes between your order date and the date we supply the product, we will adjust the tax rate you pay, unless you have already paid for the travel experience in full before the change in the tax rate takes effect.
10.3 What your price does not include. The price for your booking includes all the elements set out in your booking confirmation. It does not include the following: passport or visa costs; fit-to-fly certification; travel or medical insurance; departure taxes at the point of departure; flights unless explicitly included; additional baggage fees; seat assignment fees; gratuities; meals and beverages unless explicitly included; telephone calls; additional or personalized bedding costs; laundry services; additional room service; in-room entertainment services; porterage; spa or other personal services unless explicitly included; personal expenses; excursions or activities unless explicitly included; government or local taxes imposed or increased after booking.
10.4 Accommodation and amenities provided within the price. Your booking confirmation will define the details of your accommodation when included in your experience. Facilities, guest services, and amenities are provided at the discretion of the relevant hotel or facility and are subject to change without notice. Any additional costs are your responsibility and are payable directly to the hotel. Room location, connecting rooms, and bedding requests are not guaranteed and are subject to availability at the time of check-in. Hotel descriptions and photos do not necessarily depict the actual room in which you will be accommodated unless confirmed at the time of booking. Room standards are the sole responsibility of the hotel. Hotel ratings are based on information provided by the hotel and Resid Club & Hotels’ own criteria and evaluations.
10.5 What happens if we got the price wrong. It is possible that, despite our best efforts, some of our travel experiences may be incorrectly priced. We normally check prices before accepting your booking, but if the correct price of the travel experience at your booking date is higher than the price provided, we will contact you for instructions before accepting your booking.
10.6 We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest on the overdue amount at the rate of 1.2% per month, plus a 5% penalty. This interest will accrue daily from the due date until the date of actual payment of the overdue amount. You must pay us interest together with any overdue amount.
10.7 Credits. If we provide you with a credit against amounts paid for a booking, it can only be used toward another travel experience booked with us and must be used by making a further booking within 12 months of the date of issue of the credit. There will be no cash alternative.
11.1 How we will use your personal information. We will only use your personal information as set out in our privacy policy.
11.2 Right to use images. During the experience, we will have photographers and videographers capturing moments through photos and videos. We reserve the right to use these images in their entirety for both commercial and non-commercial purposes. The photos and videos will be made available to those present on the trip, but Resid Club & Hotels reserves the right to use them in future advertising campaigns, promotional materials, and other media.
12.1 Illness or disability. It is very important that you inform us before booking if you or a member of your party suffers from any disability or medical condition. You should consult with your doctor or medical advisor and insurer before booking a travel experience, and it is your responsibility to ensure that the travel experience you book is suitable for you and all members of your party. While we will try to assist you in choosing a travel experience, we are not medically qualified and cannot guarantee that the chosen experience will be suitable for you or your party. Medical facilities or facilities to assist with disabilities may not be readily available at your chosen destination. We cannot accept any liability if we are not informed of any mobility or medical issues before you book, and we reserve the right not to confirm or continue with your booking if we cannot accommodate your needs.
12.2 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organization. We will always inform you in writing if this happens and ensure that the transfer will not affect your rights under your booking.
12.3 You need our consent to transfer your rights to someone else. You may only transfer your rights or obligations under these terms to another person if we agree to this in writing.
12.4 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.
Our normal office hours are from 9 AM to 7 PM on weekdays, GMT -3.
Our main phone number is +55 11 98212-9999.
For inquiries or to contact us by email, write to: [email protected].
Last Updated on August 2, 2024, at 09:00 GMT -3.
