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general policies
cancellation and refund policy
this cancellation and refund policy from travel one aims to clarify the applicable conditions in cases of changes, cancellation of travel services, and refund requests by the client. the guidelines presented here comply with current brazilian law — including the consumer defense code and the resolutions of the national civil aviation agency (anac) no. 400/2016 and no. 280/2013 — as well as the rules and practices adopted by our providers (airlines, hotels, operators, insurers, etc.). we seek to ensure transparency and legal certainty for the user, using accessible language.
general note
travel one acts as an intermediary in the sale of travel services, so cancellation and refund policies may vary depending on the provider. we commit to informing the client about the specific rules of each product at the time of booking and assisting in the cancellation process. however, refunds are subject to the rules and deadlines set by the providers, and travel one has no authority to modify them unilaterally. whenever possible, any special conditions will be highlighted at the time of purchase and repeated here for customer awareness.
to make this policy easier to understand, we’ve divided it into sections by type of service and specific conditions. in each section, we describe the general rules usually applied and indicate that specific terms may be negotiated or outlined in individual contracts. in case of conflict between this general policy and the specific conditions of a particular offer (e.g., a non-refundable promotion), the information provided at the time of purchase will prevail.
1. cancellation and refund – airline tickets
airline tickets sold by travel one follow airline fare policies and anac regulations. cancellation, rescheduling, and refund rules may vary depending on the fare type purchased (e.g., promotions, economy, business, or first class) and the specific airline. below is a summary of general guidelines:
1.1. cancellation by the client (voluntary withdrawal):
right of withdrawal (7 days/24 hours):
for airline tickets purchased outside a physical store, the client may cancel within 7 (seven) days from the purchase date, according to article 49 of the brazilian consumer protection code. however, there is a specific rule by anac granting the right to cancel the ticket without penalty within 24 hours of receiving the reservation confirmation, provided the purchase was made at least 7 days before departure. in practice, this is the most common way to exercise the right of withdrawal. in other words, if the ticket was purchased at least 7 days in advance, cancellation within 24 hours of issuance allows for a full refund (fare + fees) with no penalty.
cancellation after 24 hours of issuance:
once the above deadline has passed, or if the purchase was for travel in less than 7 days, voluntary cancellations are subject to the airline’s fare rules. these are provided at the time of purchase (e.g., “non-refundable fare” or “change with fee”). in general:
promotional/restrictive fare:
usually non-refundable if canceled by the client. the passenger may only be entitled to refund of unused airport or government taxes. in some cases, airlines offer credit for future use, but this is not legally required unless offered voluntarily.
refundable/flexible fare:
allows refunds upon cancellation, but with a penalty set by the fare rules. the penalty may not exceed the paid fare(¹).
fare with rescheduling option:
instead of a refund, some fares allow date/flight changes upon payment of fare differences and/or a change fee. if the client opts to cancel instead of rescheduling, the same refund penalties apply.
no-show (missed flight):
if the passenger fails to board the flight without prior notice, it’s considered a no-show. in this case, airlines often cancel remaining segments (e.g., missing the outbound cancels the return). refunds in no-show cases are limited: non-refundable fares remain non-refundable, and flexible fares may charge higher penalties or only refund taxes.
tip: if you know you won’t travel, inform in advance to reduce losses — even without a refund, you may reschedule at lower cost than losing the full value.
request deadlines:
we recommend requesting cancellations as soon as travel is canceled. requests made close to flight time (under 2 or 1 hour before) may be treated as no-shows. contact us as early as possible to formalize the cancellation. cancelamento.
1.2. cancellation by the airline (canceled or rescheduled flight):
if the flight is canceled by the airline or there is a significant change in schedule/itinerary that the passenger does not accept, the client is entitled to a full refund of the ticket price (including fare and fees) or, if preferred, rebooking on another equivalent flight at no additional cost, as provided by anac resolution no. 400/2016. the choice between refund or rebooking belongs to the passenger. in such cases, travel one will assist in communicating with the airline to process the client's decision. when chosen, the refund will be issued within 7 days via the same payment method used.
in cases of flight delays longer than 4 hours, last-minute cancellations, or denied boarding (due to overbooking), the passenger is also entitled to assistance and options: the airline must immediately offer rebooking or full refund, in addition to material assistance (food, accommodation, etc., depending on wait time). if the client opts for a refund due to delay or denied boarding, it must be full and without penalties.
refund of unused segment:
if the passenger has already used part of the trip (e.g., outbound flight) and the return is canceled by the airline, the refund must be proportional to the unused portion, unless the client prefers to cancel the entire ticket. for instance, on round-trip tickets, if the outbound was flown and the return canceled, the refund applies only to the return segment.
information and communication:
travel one monitors airline notifications regarding flight changes or cancellations for our clients. if notified, we will contact the client through the provided channels (email, phone) to inform and assist with next steps (reschedule, refund, etc.). however, we stress the importance of the client also monitoring flight status (especially close to departure) and keeping contact info up to date so we can reach them quickly in case of last-minute changes.
1.3. refund procedure and deadlines (airline tickets):
when the client is entitled to an airline ticket refund (either due to voluntary cancellation with refund rights or cancellation by the airline), travel one will proceed as follows: once refund eligibility is confirmed with the airline, we will request it through the appropriate systems. if the ticket was paid by credit card, the refund will be processed to the same card, and the credit may appear within up to two billing cycles, depending on the card issuer (anac requires airlines to release the refund within 7 days, but banking processing may result in the credit appearing on the next statement, depending on the cutoff date). if the payment was made via bank slip or transfer, we will request the client’s bank details to deposit/transfer the refund amount.
refunded amount:
the refunded amount will follow the applicable rules — i.e., any applicable penalties will be deducted, and eligible boarding fees will be included. according to anac resolution 400/16, in any refund scenario, airport and government taxes must be fully returned to the passenger. if the ticket includes unused segments, the airline will calculate a proportional refund for those legs.
refund timeline by travel one:
since travel one acts as an intermediary in the payment process (in some cases the charge may appear under the airline’s name, in others under the agency or consolidator), we will inform the client of the refund status. typically, once we request the refund from the airline, the amount is passed on to us so we can refund the client. we are committed to finalizing this process as soon as possible after receiving funds from the provider. the legal maximum timeframe for airline refunds is currently 7 days from request, and we will strive to meet this deadline. if delays occur on the airline’s part, we will keep the client informed and work toward resolution.
1.4. ticket changes (rescheduling):
although this policy focuses on cancellation and refund, it's worth noting that many fares allow rescheduling (changing the flight/date) as an alternative to cancellation. when the client chooses to reschedule instead of cancel, the rules of the fare apply: a change fee and fare difference may be charged. in some cases, if the new ticket is cheaper, there is no refund of the balance; if the new fare is higher, the client must pay the difference. rescheduling must also be requested before the original flight time to avoid no-show. travel one assists with this process and will inform the client in advance of any costs. please note that for tickets issued using miles (see section 6.1 below), the rules may differ according to the loyalty program.
(¹) examples: a 5%, 10% fee, or a fixed amount. after deducting the penalty, the remaining ticket value is refunded to the client. airport and government taxes (such as boarding fees) are always fully refunded if the flight was not taken.
2. cancellation and refund – lodging (hotels, inns, and similar)
lodging reservations arranged by travel one are subject to the cancellation policies of the contracted hotel, which vary depending on rate type and season. in general, there are two main types of reservation: refundable (flexible) and non-refundable (promotional rates):
2.1. bookings with free cancellation (refundable rates):
many hotels offer rates that allow free cancellation up to a certain date before check-in. common rules include:
free cancellation deadline:
generally up to x days before arrival (e.g., free cancellation up to 7 days prior, or up to 48 hours before check-in, as per hotel policy). within this period, the client may cancel and receive a full refund of any amount paid in advance. travel one will process the full refund if already charged, or no charge will be made if payment is pending.
late cancellation with fee:
if the client cancels after the free period, the hotel may charge a penalty equivalent to one or more nights, as stated in the booking confirmation. example: “cancellations less than 48h before check-in will be charged 1 night.” in such cases, travel one will retain (or charge) the penalty amount and refund any remaining balance.
no-show at the hotel:
if the guest does not show up on check-in day and did not cancel in time, the hotel typically charges a no-show fee (usually 1 night, possibly the full stay). other nights are canceled. if fully prepaid, the hotel may deduct the penalty and refund the remainder; if payment was to be made at check-in, the hotel may charge the card on file. travel one can assist with hotel contact if requested, but the no-show fee is standard practice.
2.2. non-refundable bookings (promotional rates):
rates clearly marked “non-refundable” or “advance payment, no refund” do not allow free cancellation. characteristics:
advance payment:
usually require full payment upon booking. once confirmed, no refund is provided if canceled, regardless of notice.
no date changes:
these rates generally do not allow changes to date or name. the sale is final.
client-initiated cancellation:
if the client decides not to use the booking, no refund will be issued. travel one always informs when a rate is non-refundable, and it’s the client’s responsibility to review it before confirming. in exceptional cases (e.g., force majeure), we may try to negotiate credit or a reschedule, but it’s up to the hotel.
hotel-initiated cancellation:
if the hotel cancels the booking (e.g., closure, overbooking), even non-refundable bookings must be refunded in full or rebooked. travel one will mediate to ensure no loss to the client.
2.3. procedures and timelines (lodging):
how to request:
cancellations must be sent to travel one preferably in writing (email or official whatsapp), with booking number and hotel. we’ll then formalize with the supplier. the timestamp of the request to travel one will be considered for any penalties(²).
refund process:
for prepaid bookings to travel one, any refund (full or partial) will be processed after confirmation from the hotel/supplier. if payment was made directly to the hotel, refund comes from them per their policy—travel one will assist, but the credit will appear on the client’s statement.
timelines:
hotels vary in refund times. generally, if canceled within free period, no charge is applied. if charged, many hotels refund in 7–15 days. at travel one, once we get confirmation, we release the refund immediately. if one-night penalty applies, partial refunds are processed in up to 10 business days, but timing may vary with credit card processing. we will keep the client updated.
2.4. special notes (lodging):
groups and peak season:
group bookings or high-demand dates (holidays, events) may have stricter policies (e.g., cancel up to 30 days before, 50% penalty after certain date). such conditions are detailed in the contract or voucher.
operator intermediaries:
in some cases, travel one books via tour operators. in addition to hotel policy, operator rules may apply. typically, we follow the hotel rule, but if different(³), we will notify the client.
early check-out:
if a guest checks out early, refund of unused nights depends on hotel policy. many hotels charge 1 extra night or a percentage, or no refund. we advise informing the front desk and travel one before leaving to explore a possible agreement. no refund is guaranteed without prior approval.
reversible no-show:
some hotels keep the booking active until check-out next day if no show on first night. if guest arrives late, they can still stay. if the whole period passes without arrival, it’s a full no-show. if arrival will be delayed (e.g., canceled flight), inform us or the hotel to avoid full cancellation.
(²) e.g.: if the client sends us an email at 11:00 p.m. requesting cancellation for the next day’s check-in, we will do our best to process it immediately, but if the hotel’s deadline is missed, a no-show fee may apply; that’s why we stress the importance of requesting cancellation as early as possible.
(³) e.g.: administrative fee charged by the operator.
3. cancellation and refund – tour packages and land services
this section covers tour packages (combination of services such as transportation + lodging, sometimes with tours, purchased for a single price) and other individual land services contracted via travel one, such as: transfers, local tours, tickets, car rentals, cruises, etc. since they involve multiple providers and conditions, we recommend paying close attention to the rules provided in each package or service contract. below, we outline the general guidelines:
3.1. tour packages (flight + hotel + others):
contract and specific rules:
packages usually include a specific travel contract detailing their own cancellation terms. in many cases, scaled penalties apply based on how far in advance the cancellation occurs.(⁴)
these percentages vary by tour operator and package details, so exact values will be outlined in your contract.
air and land components:
a package includes various components. if canceled, some may be refundable and others not. for example, a package with a non-refundable flight + refundable hotel will refund the land portion only (minus any fees). travel one will calculate non-recoverable costs from each supplier to inform the total penalty. we’ll always be transparent about what’s being charged.
passenger replacement:
some packages allow name changes (trip assignment) if requested in advance, possibly with a fee, and if accepted by suppliers (airlines rarely allow name changes; hotels and tours may). if the client prefers transferring the trip rather than canceling, ask us about feasibility. this can minimize losses—only name change fees may apply instead of full cancellation penalties.
cancellation due to minimum participants or operator decision:
group tours may depend on minimum participants. if canceled by the operator for not meeting the minimum or for operational reasons (supplier issue, logistical constraints), the client is entitled to a full refund or may accept a reschedule/credit. alternatively, if travel one or the operator offers an equivalent package (same dates and similar features) and the client agrees, the trip may proceed with that substitution. the client is not required to accept unfavorable changes and may choose a full refund.
changes by the client:
if the client wants to modify the package (dates, destination, hotel) after purchase, it’s usually treated as a cancellation and new booking, subject to cancellation fees. in some cases, we may negotiate changes with providers at no or reduced cost—we’ll do our best, but can’t guarantee fee waivers unless a flexible contract was selected with “free rescheduling.”
3.2. transfers, tours, and tickets:
airport transfers:
private or shared transfer services follow similar rules as tours: cancellations made in advance (e.g., up to 48h) are often free; late cancellations may incur partial or full charges. if it’s a shared or third-party transfer, we apply their rules (e.g., full charge for same-day cancellation due to reserved spot). if flight delays affect pickup time, we won’t treat it as client cancellation—we’ll adjust with the supplier if notified as soon as possible.
local tours and excursions:
depending on the type (group or private), policies vary. one-day tours usually allow free cancellation up to a deadline (e.g., 7 days prior), with increasing penalties closer to the date. tours that include non-refundable tickets (e.g., park entry) may deduct these from the refund. if canceled by the operator (weather, low enrollment), the client may reschedule, receive credit, or request a full refund.
tickets and admission:
tickets to parks, events, and attractions purchased through travel one are usually non-refundable once issued, unless the venue allows it (some parks offer “open tickets” that can be canceled up to a certain date). we will inform the client in advance whether a ticket is refundable. if it is, we follow the venue’s policy (e.g., 100% refund up to 30 days before, 50% from 29–15 days, 0% under 15). fixed-date tickets are typically non-refundable. if an event is canceled by organizers, the refund follows official instructions, and travel one will assist the client with the process.
car rentals:
car bookings are often cancellable without penalty up to the pickup date (many rental companies don’t charge in advance but require a credit card hold). however, prepaid deals or promos may include cancellation fees (e.g., 1 night if missed). no-show at the rental location (not showing up at the scheduled time) may result in a fixed no-show charge or loss of the prepaid amount. important: if running late, notify us or the rental company so they hold the booking. otherwise, it may be marked as no-show and canceled. any refund will follow the rental agreement—if prepaid to travel one, we’ll refund per the rental company’s approval; if payment was to be made onsite, no charge will apply if canceled in time.
3.3. request and refund process (packages and land services):
how to request:
cancellation must be requested directly to travel one, preferably in writing (email or text), clearly indicating which services to cancel. many package components are linked; we’ll work with the client to confirm whether they want to cancel the entire package or specific items (e.g., cancel an extra tour but keep the rest).
penalty calculation:
once the request is received, travel one will assess applicable penalties for each item based on timing and contract terms. we’ll then share a detailed summary.(⁵)
if needed, we’ll explain each line.
confirmation:
once the client confirms the cancellation, acknowledging the fees, we will proceed with the suppliers (issuing cancellation documents, refund receipts if applicable) and provide written confirmation.
refund timeline:
packages may involve various international suppliers, which can affect the refund timeline. however, travel one aims to centralize refunds for the client: if full payment was made to our agency, we’ll refund the client first and then collect from suppliers—so the client doesn’t have to wait too long. in such cases, our internal timeline is usually up to 30 days after cancellation confirmation, though we aim to process it sooner. for card payments in installments, future charges will be canceled, and previous ones refunded. we’ll keep the client informed.
negotiated conditions:
in specific cases, alternative arrangements may be made (e.g., full credit for future travel instead of refund). if agreed, terms will be formalized in writing. travel one is open to solutions that reduce client loss, when suppliers allow.
(⁴) e.g.: cancellation more than 30 days before departure – 10% penalty on total amount; between 30 and 21 days – 20% penalty; between 20 and 7 days – 50% penalty; less than 7 days – 100% penalty.
(⁵) total amount paid – penalty (flight, hotel, etc.) = refund amount due.
3.4. force majeure in land services:
in cases of force majeure events affecting packages and services (such as natural disasters at the destination, pandemics, border closures, cruise cancellations due to breakdowns, etc.), the cancellation policy may follow specific legal regulations (for instance, during the covid-19 pandemic, emergency laws allowed rescheduling or credits instead of immediate refunds, under laws 14.046/2020 and 14.174/2021). thus, if specific regulation exists, travel one and suppliers will comply. in its absence, we will seek mutual solutions: full refund if suppliers agree, or full credits for future use, or rescheduling with no additional cost, aiming to protect the customer and mitigate supplier losses. each case will be assessed individually and the client will be informed of their rights in that scenario.
4. cancellation and refund – travel insurance and assistance
travel one offers clients travel insurance (e.g., international health, trip cancellation, travel assistance) through partner insurers. each policy has specific cancellation and refund terms, set in the general conditions of each insurer. key points:
policy cancellation period:
once issued, travel insurance is typically non-refundable after the coverage period begins or the trip has started. however, if the client cancels before coverage begins and has not activated any benefits, many insurers allow full or partial refunds, if requested within a deadline (e.g., 48h after issuance or up to 7 days before coverage starts). check your policy for "policy cancellation by insured" and notify promptly.
trip cancellation insurance:
some purchase justified trip cancellation coverage (which reimburses penalties if you cancel for a covered reason, such as illness).(⁶)
the insurance contract will define refund percentages and deductibles. if you bought this and must cancel for a covered reason, notify both travel one and the insurer. we help with the documents needed to file a claim.
no-show or partial use:
travel insurance has a defined validity. if the traveler cancels or does not travel, the policy may be canceled if requested, but some insurers consider it active (e.g., some coverages begin a day prior, or trip cancellation coverage starts at issuance). thus, there might be no refund, as risk was already covered. this depends on the insurer's terms: some refund unused coverage proportionally; others do not.
unused policies:
if a policy is issued but the client does not travel, we recommend canceling formally with travel one or directly with the insurer before coverage begins. in some plans, 100% refunds apply if canceled before the effective date. after coverage starts, refunds are rarely granted.
procedure:
to cancel insurance, clients must send their policy number, insured name, and a statement confirming no usage. travel one will submit the request to the insurer. if approved, the refund follows the insurer’s timeline—usually up to 30 days. we forward the amount once received.
questions and claims:
note that refunding a premium differs from filing a claim. if the client uses the coverage (e.g., for medical expenses), this is a claim and must be handled directly with the insurer. travel one can help you start the process, but claim handling is not our responsibility. refund here refers only to canceling the policy and recovering the premium.
(⁶) note: this coverage does not replace the standard cancellation policy with the agency or supplier. That is, Travel One will apply the applicable cancellation fees; with proof of those fees, the client may contact the insurance company for reimbursement, provided the reason is covered under the policy.
5. cancellation request – general procedures and channels
to ensure efficient service, travel one centralizes cancellation and refund requests through the following official channels:
email:
send your request to juridico@traveloneviagens.com.br, including your reservation number or locator code, full name of the purchaser, the service to be canceled, and the reason (optional).
whatsapp/chat:
we offer assistance via corporate whatsapp – +55 85 99159-7373.
however, whenever possible, the cancellation terms will be formally confirmed via email for proper documentation.
phone:
in urgent cases, you may call us (using the number above).
however, we emphasize that written confirmation is important for the security of both parties – if you call, please request a protocol number and follow up with a confirmation email.
service hours:
our customer support operates daily, 24 hours a day.
order confirmation:
upon receiving your request, we will reply acknowledging receipt and informing you that we are calculating any applicable penalties. if you do not receive a response within 1 business day, please resend or try another contact channel, as your message may not have arrived. travel one will only consider the cancellation confirmed once we issue our cancellation confirmation, outlining the conditions (penalties, refunds, etc.), and the client agrees. until then, the reservation remains active and may incur no-show charges — so it’s important to reach out as soon as possible.
documentation:
we may request some documents to process the refund, such as:
a copy of the purchaser’s ID (to confirm refund ownership);
banking details (if refund is via deposit);
a cancellation form for travel packages (acknowledging penalties);
or other relevant information.
these procedures aim to protect both the client and the agency by ensuring that the requester is in fact the rightful payee.
agency service fees:
in general, travel one does not charge additional administrative fees for cancellations beyond the penalties imposed by suppliers. however, if there is an exceptional service provided (e.g., a complex international refund operation), this would be discussed in advance.
if the client paid any separate service fees to the agency (such as visa consulting or urgent issuance fees), those specific charges may not be refundable, as they refer to services already performed. we clarify that our standard remuneration is embedded in the product prices; when a trip is canceled, we often lose our commission — but we understand the client’s situation and do not impose our own penalties, unless specifically stated in the contract.
6. special conditions and specific cases
some products or situations need emphasis, as they follow specific rules. check below special conditions for travel one offers:
6.1. ticket issuance with miles or loyalty points:
travel one occasionally offers ticket issuance services using mileage/points programs (either intermediating the client’s own miles or offering tickets via partner miles). this process has particularities:
cancellation of mileage tickets:
cancellation rules are dictated by the loyalty program used (latam pass, smiles, tudoazul, etc.). generally, when a ticket issued with miles is canceled, the airline returns the miles to the original account and charges a reinstatement fee (penalty in miles or cash). travel one will inform the client, at the time of issuance, the specific cancellation conditions for mileage tickets.
cash refund:
if cash was used in the issuance (airport fees, mileage issuance fee), airport taxes are fully refundable if canceled before departure. the issuance/service fee charged by travel one for mileage processing is generally non-refundable, as it covers the intermediation service. this will be clarified at the time of booking.
limitations:
tickets issued with miles do not accrue points and may not allow name or route changes. to change the date, in most cases, the original ticket must be canceled (with miles refunded and penalties applied), and a new one issued—subject to availability. thus, flexibility is more limited than with regular paid tickets.
timelines:
unlike tickets paid in cash (which must be refunded within 7 days under ANAC rules), mileage refunds follow program timelines—typically immediate or within a few days after cancellation. travel one will monitor until the miles are returned to the indicated account. if any amount was paid in cash, the same refund rules apply (7 days, etc.).
responsibility:
travel one acts solely as a facilitator. the client must be aware of all rules of the chosen loyalty program, including that miles have different terms and nature from paid tickets. in case of involuntary cancellations (e.g., canceled flights), rebooking may be more limited due to mileage seat availability. however, passengers retain core rights to assistance and equivalent refunds (getting their miles and cash fees back at no cost) if the airline cancels the flight.
6.2. promotions and non-refundable fares
as previously mentioned, products sold under special promotions may have distinct or stricter cancellation rules:
promo tickets (non-endorsable/non-refundable):
some ultra-promotional airfares (often from sales, black friday, etc.) allow no refunds or changes. clients must check these terms when purchasing such deals. if unable to fly, the full amount may be lost. in some cases, the airline may allow credit use with a penalty, but this is not guaranteed—thus, we treat them as 100% non-refundable.
hotels with inflexible rates:
deals like “stay 4, pay 3” or special holiday rates often require full prepayment and impose 100% penalties once booked. so, even early cancellations result in no refund.
promotional/closed packages:
tour packages sold as “offers” with steep discounts may include non-refundable clauses. for example, a group graduation trip may impose a 100% penalty at any time after purchase due to the group-negotiated rate.
services with fixed dates:
promotional cruises and event tickets (concerts, football) are essentially non-refundable unless the event is canceled.
identification:
travel one ensures that every such offer is clearly marked at purchase, with a note like “special condition: no cancellation/refund allowed.” by proceeding, the client agrees to the terms and risks. our team usually also reiterates this via email or verbally to prevent misunderstandings.
mitigation:
even if the rule is no refunds, travel one may still try to minimize client losses—by reselling the slot (in tours) or negotiating courtesy credit with the supplier. this is not an obligation, but a goodwill effort. however, if no solution is found, the client must bear the loss—highlighting the value of cancellation insurance or choosing flexible fares if plans might change.
6.3. health, documentation, or personal force majeure cases
if the client needs to cancel due to personal force majeure—such as serious health issues (with medical certificate), death of a close relative, or documentation issues (e.g., visa denial)—travel one provides the following guidance:
health issues/death:
submit proper documents (medical reports, death certificates). although standard fare policies do not require suppliers to refund in such cases, many companies may voluntarily review and accept force majeure claims and offer a refund or credit. we will forward your documentation and file the request on your behalf. there is no guarantee, but there have been successful cases. remember: if you have travel insurance that covers cancellation due to health, it should be used to recover penalties not waived by suppliers.
visa denial/documents:
international trips require valid documentation. if the client booked a package but had their visa denied or documents delayed, cancellation fees still apply—since suppliers do not consider the reason for the withdrawal. however, if our visa/passport support service was hired and the documents were not ready in time, we may assist with rescheduling the trip (if feasible) instead of canceling. if cancellation is unavoidable, we’ll provide a letter about the visa denial so the client may attempt a refund request directly with the supplier (with no guaranteed result).
force majeure at the destination:
clients sometimes want to cancel due to concerns at the destination (e.g., disease outbreaks, protests). if there is no official travel ban or tour operator cancellation, this is considered a voluntary cancellation—penalties apply. we recommend discussing alternatives (rescheduling, changing destination). when authorities officially issue travel warnings, we seek to apply force majeure clauses; otherwise, standard policies remain in place.
7. disclaimer on travel one’s intermediary role
we reiterate that travel one, acting as a travel agency intermediary, depends on supplier policies and timelines to process client refunds. in practice:
once a cancellation is requested, travel one can only refund the client after receiving the respective amounts from suppliers (airlines, hotels, etc.), except when we voluntarily choose to advance the refund. such anticipation does not waive the agency’s right to retain funds until reimbursed by third parties, and is merely a courtesy.
if any supplier delays or fails to refund amounts due (e.g., a foreign airline that declares bankruptcy), travel one will make every effort to assist the client in obtaining reimbursement but cannot guarantee payment for amounts it did not receive. note that, under consumer protection law, all parties in the supply chain may be held jointly liable. thus, while we aim to resolve issues, travel one reserves the right, in exceptional cases, to direct the client to claim certain amounts directly from the defaulting supplier—especially when payment was made directly (e.g., cruise line charge on client’s credit card).
our duty is to provide full support and information to the client, always acting with transparency and care. however, we cannot override unilateral decisions by suppliers. by booking through travel one, clients enjoy the convenience of a single point of contact to handle any issues—and that is the role we fulfill, bridging the client and each service provider. in short: we stand by your side to pursue your rights with suppliers, but remain subject to the limits imposed by law and each supplier’s contractual rules.
8. contact and questions about cancellations
if you have further questions about this policy or wish to check specific terms before confirming your purchase, feel free to contact travel one. we prefer to clarify everything in advance to avoid future issues.
customer service:
(same contact details listed in section 5. “cancellation request”).
faq/info:
please also visit our website under “help” or “frequently asked questions,” where we keep updated answers about changes, refund documents, average processing times, and more.
consumer protection authorities:
if you feel your rights are not being respected, remember you can seek support from agencies like procon or consumidor.gov.br. however, we reaffirm our commitment to resolve matters directly with you swiftly and fairly, in line with current regulations.
travel one thanks you for trusting our services and hopes this cancellation and refund policy provides the clarity you need to travel with peace of mind. we remain available for any questions and will keep improving our policies to serve you better and better.
safe travels!
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