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trips, hotels, transfers, luxury cars, helicopters — all in one place!
terms and conditions
welcome to travel one!
these general terms and conditions of use govern access to and use of the website and other digital channels of travel one – a travel and tourism agency based in fortaleza/ce.
by using our services, you fully agree to the terms set forth below.
this document was prepared in accordance with brazilian legislation, especially the consumer defense code, the general data protection law (law 13.709/2018), and applicable tourism and civil aviation regulations.
1. scope of activity – intermediation of travel services
1.1. nature of services:
travel one acts solely as an intermediary in the sale of travel services, providing users, through a single platform, access to products and services offered by third-party providers, such as:
airline tickets (domestic and international airlines);
tour packages and excursions;
accommodations in hotels, resorts, inns, and similar;
travel insurance and tourist assistance;
transfer services, local tours, and ground transportation;
vehicle rentals; support with travel documentation (visas, passports, etc.).
1.2. contractual relationship:
travel one is not the final provider of the travel services contracted, acting only as an intermediary between the user (client) and each partner provider. the final service contract (e.g., air transportation, accommodation) is established directly between the client and the provider.
travel one is not responsible for the actual execution of these services, which must be fulfilled by the provider under the agreed conditions.
1.3. supplier policies:
each contracted service is subject to the respective supplier’s rules and policies, including terms of use, baggage policies, fare conditions, check-in/check-out times, document requirements, and others.
travel one will make every effort to clearly inform users of such conditions at the time of booking. it is the user’s responsibility to read and comply with the specific policies of each airline, hotel, rental company, insurance provider, or other partners involved.
1.4. proprietary services:
occasionally, travel one may offer its own products or services (such as exclusive packages or document consultancy). in such cases, it will be clearly indicated when travel one acts as both direct provider and intermediary.
2. user registration and platform usage
2.1. registration and accuracy:
to use travel one’s online channels, the user may be required to register, providing true, accurate, and up-to-date personal information. the user declares to be over 18 years old (or duly authorized by a legal guardian) and guarantees the authenticity of the data provided.
providing false or outdated information is the sole responsibility of the user, who will be liable for any damages caused by such inaccuracy.
2.2. data updates:
the user agrees to keep their registration information up to date (especially phone numbers, email, and personal documents). if any changes occur, they must notify travel one through customer service channels before using the contracted services. failure to update data may hinder the receipt of important information regarding their bookings (e.g., flight changes).
2.3. access confidentiality:
the login and password created by the user to access the site are personal and non-transferable. the user must maintain the confidentiality of these credentials and not share them with third parties. travel one is not responsible for unauthorized access made using the user’s credentials, and the user must notify the company immediately in case of suspected unauthorized use of their account.
2.4. proper use:
when using travel one’s website and platforms, the user agrees not to engage in any acts that may:
violate the law, morality, good customs, third-party rights, or these terms;
post any illegal, defamatory, obscene, offensive, discriminatory content or content that infringes on the rights of others;
infringe intellectual property rights of travel one or third parties (e.g., by improperly copying site content);
use automated tools (bots, crawlers, malicious scripts) that may overload, disrupt, or damage the website’s operation;
attempt to gain unauthorized access to travel one or provider systems, or engage in any act of digital security breach.
2.5. penalties for misuse:
any violation of the above rules may result in action by travel one, including suspension or cancellation of registration, refusal of new requests, and legal action, without prejudice to holding the violator liable for any damages caused.
3. user rights and obligations
3.1. user responsibilities:
when booking through travel one, the user must comply with the following duties:
payment:
make full payment for the selected services, within the deadlines and options provided. the booking/confirmation is subject to payment approval. in case of non-payment or chargeback, travel one may cancel the reservation made.
travel documents:
obtain and carry all documents required for the trip, such as id, valid passport, visas, mandatory vaccines (e.g., international certificate), and authorizations for minors when needed. travel one may provide general guidance, but it is the traveler's duty to verify and obtain the correct documentation for each destination. failure to present required documents is the user's full responsibility.
booking details:
check all reservation information (names, dates, destinations, times, booked services). if any mistake is found, the user must promptly contact travel one to request adjustments. incorrect spelling of names or inconsistent data on tickets may lead to denied boarding. providing correct information is the user's responsibility.
supplier rules:
follow the contractual and operational terms of each supplier. this includes check-in/out times at hotels, arriving for flights in advance as required by airlines, respecting baggage policies, behaving appropriately during activities, and following any terms of partner platforms.
personal use:
use the booked services only for yourself or for individuals you are authorized to book for. resale, unauthorized access by third parties or use for other purposes is not allowed.
3.2. user rights: travel one grants the user the following rights when using its platform and services:
transparency and information:
receive clear and accurate information in portuguese on the essential details of services offered (full prices, cancellation policies, fare restrictions, etc.) as required by consumer laws and anac regulations.
support and customer care:
access efficient support channels for questions, cancellations, complaints or travel assistance, both during planning and in case of emergencies or unexpected issues. (see section 8 below for support details).
privacy and data protection:
have personal data handled in line with data protection laws (lgpd), with appropriate security and confidentiality measures. (see section 5, “personal data protection”).
right of withdrawal:
if a service is purchased remotely (e.g., through the site), the user may cancel it within 7 (seven) days of purchase or receipt, as per consumer law. conditions and steps for cancellation are in our policy, including any exceptions (e.g., services that start within 7 days).
service quality and delivery:
receive all travel documents (e-tickets, hotel vouchers, insurance policies) on time after payment confirmation and enjoy the services as agreed. if any supplier fails to deliver properly (e.g., unavailable hotel or service mismatch), the user may contact travel one for help with resolution, without limiting consumer rights.
4. limitation of liability of travel one
4.1. liability for third-party services:
as travel one acts as an intermediary, we are not liable for unforeseen events, damages, losses, or issues arising from services provided by third parties, such as: flight delays or cancellations, hotel overbookings, transport or tour failures, accidents, lost luggage, airline-related damages, or other unforeseen events. in such cases, travel one will assist the customer in seeking solutions with the responsible party (rebooking, refund, insurance claim, etc.), according to the supplier's rules and applicable law.
4.2. schedule changes by airlines:
flight changes (times, routes, connections, or cancellations) may occur at the sole discretion of the airline due to operational, commercial, or force majeure reasons. travel one has no control over such changes but will inform the user promptly once notified and guide them on available options. under anac rules, if a flight is significantly changed or canceled, the passenger may choose between a refund or rebooking. in these cases, travel one will help enforce the user's choice (e.g., refund or new flight), but is not liable for indirect losses (e.g., missed connections, hotel reservations), which must be claimed from the airline.
4.3. force majeure or unforeseeable events:
travel one is not liable for events beyond our control that may hinder or prevent the user’s trip, such as war, pandemics, natural disasters, government actions, transport strikes, border restrictions, or other cases of force majeure or unforeseeable events. in such exceptional situations, we may reschedule, offer credits/vouchers, or seek reasonable alternatives aligned with suppliers and laws in effect. for example, in public health emergencies, specific laws may allow for rescheduling or credits instead of refunds, and we will always inform users of their rights.
4.4. indirect damages and loss of profit:
under no circumstances will travel one be liable for indirect, special, exemplary damages or loss of profit resulting from the services provided. our liability, if applicable, is limited to the amount paid by the client to travel one for the services. if a proven failure in our mediation occurs—such as issuing the wrong ticket or not passing essential information—we will be liable under consumer law. however, we are not responsible for third-party duties or for their inaccurate information, although we will help the client seek compensation from the responsible supplier.
4.5. technical unavailability:
although we make our best efforts to keep the site and systems secure and stable, travel one cannot guarantee uninterrupted availability or full error-free operation. we are not liable for access failures, system outages, data errors, or internet issues beyond our control. we are also not liable for viruses, cyberattacks, or unlawful acts from third parties that may affect user systems or site security, provided we took reasonable protective measures. we recommend users keep their protection tools (antivirus, firewall) up to date on their devices.
5. personal data protection (lgpd)
5.1. data collection and purposes:
when using travel one’s services, the user voluntarily provides personal data necessary to enable bookings and purchases (e.g., full name, taxpayer id, date of birth, gender, nationality, passport details, visa info, address, email, phone, credit card data, etc.). travel one collects and processes such data solely for specific and legitimate purposes: processing bookings and issuing tickets/vouchers, meeting legal or regulatory duties (invoicing, mandatory disclosures), providing support and contact, and, when authorized by the user, sending travel newsletters or marketing communications.
5.2. consent and legal basis:
the processing of personal data by travel one complies with the legal grounds provided by lgpd. in many cases, user consent will be obtained, especially for marketing or sharing data with non-essential partners. in others, processing is necessary to execute the travel contract (e.g., sharing passenger name and contact with airline or hotel) or comply with legal duties (e.g., accounting records, notices to anac or tourism bodies). by accepting these terms, the user agrees to travel one’s privacy policy, which details data usage, and may choose (opt-in/opt-out) communication preferences when applicable.
5.3. third-party sharing:
travel one may share the user’s data strictly with travel service providers involved in the booking (e.g., airlines, hotels, insurers, car rentals, local operators), since this sharing is essential for service fulfillment. we may also share data with service providers supporting the agency, such as payment platforms, fraud detection tools, marketing or it systems, always under contracts ensuring data protection. we do not sell or disclose personal data beyond the purposes stated here. some data may be transferred abroad (e.g., to foreign hotels or airlines); in such cases, travel one will follow legal rules for international transfers and ensure proper protection standards or contractual safeguards.
5.4. security:
travel one adopts technical and administrative security measures to protect personal data against unauthorized access, loss, leaks, or incidents. although no system is infallible, we use secure connections (ssl encryption), internal access controls, confidentiality policies with staff, and training in data protection best practices.
important: users must also do their part by keeping their login credentials secure and avoiding sharing sensitive info with unverified third parties—travel one will never ask for your personal password by phone or email, for example.
5.5. data subject rights:
under lgpd, the user (data subject) has rights such as: confirmation of data processing; access to data held; correction of incomplete, inaccurate, or outdated data; anonymization or deletion of unnecessary or non-compliant data; data portability (when applicable); withdrawal of previously given consent, among others. such requests can be sent to travel one via our contact channels listed in the privacy policy or customer service (see section 8), and will be handled within the legal timeframes. even after deletion requests, we may retain some data for legal compliance or defense in legal/administrative proceedings, respecting its specific purpose.
5.6. cookies and similar tech:
travel one’s site uses cookies and tracking technologies to enhance browsing experience and enable key features (like keeping sessions logged, saving preferences, or analyzing usage). our cookie/privacy policy details what cookies we use and how users can manage them. by browsing the site, users agree to the use of such technologies and can adjust cookie preferences or browser settings anytime, as outlined in the specific policy.
6. changes to terms and conditions
6.1. updates:
travel one reserves the right to modify these terms of use at any time, especially to reflect legal changes or improvements to services and practices. whenever relevant updates occur, we will post the revised version on the site along with the date of the latest update. we recommend users review the terms periodically.
6.2. acceptance of changes:
the changes will take effect on the date of publication on the site, unless otherwise stated. if the user disagrees with the new terms, they must stop using the site and may, within 7 (seven) days from publication, express their objection via customer service, aiming to terminate any ongoing contract with no penalty (as long as there are no pending issues). continued use of services or site access after the update implies tacit acceptance of the changes.
6.3. specific agreements:
if any condition was agreed upon between the user and travel one in writing (via in-person contract and/or specific negotiation) and conflicts with these terms, the specific agreement shall prevail, limited to that case. for all other situations, these general terms remain in effect.
7. general provisions
7.1. intellectual property:
all content on the travel one website—including trademarks, logos, texts, layout, images, graphics, icons, sounds, and software—is owned by travel one or its licensors and is protected by copyright, trademark, and intellectual property laws. copying, reproduction, distribution, transmission, display, licensing, or any commercial use of this content is prohibited without prior written consent from travel one. improper use may result in legal action.
7.2. electronic communications:
the user agrees to receive communications from travel one via electronic means (email, sms, whatsapp, or app notifications, if applicable) regarding their transactions, booking confirmations, changes, and other relevant information. travel one does not send spam or unauthorized messages against the law. promotional messages will only be sent with prior consent, and the recipient may opt out at any time.
7.3. validity and no waiver:
if any provision of these terms is deemed invalid or unenforceable by a competent authority, the remaining clauses shall remain in full force. any tolerance of breach by either party shall not imply a waiver of rights or novation, and the party may require fulfillment of the obligation at any time.
7.4. governing law:
these terms are governed by the laws of the federative republic of brazil. they shall be interpreted in light of the consumer protection code and other relevant brazilian laws, including, but not limited to, the e-commerce decree (decree no. 7.962/2013) and anac’s air passenger transport regulations.
7.5. dispute resolution:
if any dispute arises regarding these terms or travel one’s services, both parties will strive for an amicable solution through our support channel:
contato@traveloneviagens.com.br mon to sun 24/7.
if no agreement is reached, the consumer’s local court shall be chosen as the competent forum under art. 101, i, of the cdc, or, if no consumer relationship applies, the court of fortaleza/ce, with express waiver of any other, however privileged.
7.6. contact and support:
if you have any questions regarding these terms of use or need support related to your experience with travel one, please contact us through the channels listed in section 8 below.
8. customer service channel
travel one values transparent and accessible communication with its clients. we offer a support channel available before, during, and after the trip, as well as for any questions regarding these terms or other company policies.
online support:
via email contato@traveloneviagens.com.br, available 24/7 from monday to sunday.
phone support:
+55 85 99159-7373 available 24/7 from monday to sunday.
in-person support:
at our physical office located in fortaleza/ce:
av. santos dumont, 6740 - meireles, fortaleza - ce, 60192-022.
all requests received will be recorded and forwarded to the responsible department, seeking a response or solution as quickly as possible. formal complaints may also be sent via email or through government platforms (such as www.consumidor.gov.br), which we monitor closely to ensure our clients' satisfaction and safety.
by proceeding with the purchase of services through travel one, the user declares that they have read, understood, and agree to all the terms and conditions above.
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