Terms and conditions of service - Raízes da Chapada
These Terms and Conditions govern the provision of services by Raízes da Chapada. By making a reservation, the traveler declares to be aware of and in agreement with all the conditions described in this document.
1. About the services:
Raízes da Chapada organizes and facilitates guided ecotourism and adventure tourism experiences in Chapada Diamantina, including tours, trails, treks, and other related activities.
The experiences take place in a natural environment and may involve uneven terrain, ascents, descents, long journeys, and variations in physical exertion, depending on the chosen itinerary.
Details about each itinerary, duration, included items, and prices are available on the website or can be requested via WhatsApp.
2. Booking and payment:
The reservation is confirmed by:
Payment of 20% of the total package value via Pix;
Sending the data requested by the team.
The remaining balance must be paid up to 2 days before the start of the activity.
We accept Pix, cash, or credit card (with surcharges). Installment plans may be available in specific cases.
All final conditions (dates, prices, itinerary and included items) will be described in the Booking Confirmation.
3. Cancellation, changes and non-use of services
We work with small groups and advance logistical operations, which involves costs and prior commitments with staff, transportation, and local partners.
Cancellation by the traveler:
Up to 15 days prior: 80% refund of the amount paid.
Between 14 and 7 days: 50% refund
Less than 7 days, no-show or cancellation: no refund.
After the activity begins:
There are no refunds, credits, or compensation for unused services, in whole or in part.
Non-participation in activities included in the package, due to the traveler's personal decision, fatigue, discomfort, delay, or any other individual reason, does not generate a refund.
4. Group structure and value composition:
Packages are arranged based on the total composition of the group at the time of booking.
Withdrawal by one or more participants after confirmation does not generate partial refunds, price reductions, or redistribution of costs among the remaining participants.
The contracted value refers to the logistics operation and not to the individual division of the group's costs.
5. Rescheduling and credits:
Rescheduling requests will be reviewed based on operational availability.
Once approved, the credit can be used for up to 12 months from the date of application. After this period, the amount may be considered expired.
6. Exchanging tours:
Activity changes can be requested with at least 24 hours' notice, provided that:
Job availability;
payment of the difference, if any.
No refunds are given for exchanges to a lower-cost tour.
7. Cancellation by the agency:
Raízes da Chapada may alter, reschedule, or cancel activities for operational, weather, safety, or logistical reasons.
In these cases, the traveler may choose to:
rescheduling the activity; or
Full refund.
8. Traveler safety, participation, and autonomy:
Participation in the activities is the individual responsibility of the traveler, who declares to be aware of the characteristics of the itineraries when confirming the reservation.
The team may make operational adjustments during the activity for reasons of individual or collective safety.
When necessary, a traveler's participation may be interrupted by the team to preserve the safety of the group or the integrity of the operation, without this constituting a failure to provide the service or generating a right to a refund.
9. Physical conditions and nature of the activity:
The itineraries involve activities in natural environments, with varying levels of physical difficulty.
When booking an experience, the traveler acknowledges these characteristics and assumes responsibility for their decision to participate.
10. Adventure insurance
All tours include Adventure Insurance provided by Roca Seguros, valid exclusively during the contracted activities.
The insurance follows the terms of the current policy and does not cover events that occur before or after the activity, nor does it replace personal or travel insurance.
It is the traveler's responsibility to provide their information correctly for the issuance of the insurance coverage.
11. Traveler's conduct
Travelers and their companions are expected to maintain a respectful attitude towards the staff, other participants, local communities, and the environment.
Delays exceeding 10 minutes can compromise the logistics and progress of the group.
Raízes da Chapada reserves the right to terminate the participation of any traveler who compromises safety, collective well-being, or fails to comply with staff instructions, without reimbursement.
12. Use of image
During the activities, photos and videos may be taken for institutional use by Raízes da Chapada (website, social media, and campaigns).
If the traveler does not authorize the use of their image, they must inform the team before the activity begins.
13. Operational changes and local partners
If necessary for operational reasons, some itineraries may be carried out in partnership with local guides or agencies, maintaining the quality, safety, and service standards of Raízes da Chapada.
This measure aims to guarantee the continuity of the contracted activities, without prejudice to the agreed conditions.
14. Service Information
All information regarding itineraries, difficulty levels, included items, and general guidelines is available in advance on the website or via customer service.
Contracting this service implies knowledge of and agreement with all the characteristics of the chosen activity.
15. Final considerations
These terms apply to all travelers and accompanying persons.
By contracting our services, the traveler confirms having read, understood, and agreed to this document.