Refund & Cancellation Policy

7-day right of regret (online purchases)

Because you book online, Art. 49 of the Brazilian Consumer Protection Code (CDC) gives you a 7-day right of regret: you may cancel within 7 days of purchase for a full refund, except where your tour date falls within those 7 days and the experience has already taken place. This right applies in addition to the cancellation tiers below.

Cancellation by you

• 7 or more days before the tour: full refund.
• Between 2 and 7 days before: 50% refund.
• Less than 2 days before, or no-show: no refund.

Where a refund is reduced or unavailable, we may be able to reschedule you instead, subject to availability, just ask.

Free rescheduling

You can reschedule any booking once at no cost up to 24 hours before your tour. Email or WhatsApp the team using the number on your booking confirmation.

Cancellation by us

If we cancel, for severe weather, safety, or other circumstances beyond our control, you receive a full refund or a free reschedule, your choice.

Group bookings (10+ people)

Group bookings have a 14-day full-refund window. Within 14 days of the tour, the group cancellation policy on your custom contract applies.

How to request a refund

1. Email favelaexperiencetours@gmail.com with your booking confirmation number, or message us on WhatsApp.
2. We confirm the refund amount within 1 business day.
3. Refunds are processed via Stripe to the original payment method. Funds typically appear within 5–10 business days.

Please contact us before opening a dispute with your bank. A chargeback raised while we are already arranging your refund can delay it. We are happy to resolve any issue with you directly and quickly.

Travel insurance

For situations outside this policy (illness, missed flights, family emergencies), we recommend personal travel insurance covering trip-cancellation and curtailment.

Questions

Visit our contact page or read the FAQ.