General Conditions for the Acquisition of Tourism Services
Before traveling, you must confirm if your destination is open to foreign tourists and what documents are required by health authorities, as non-compliance may prevent your entry into the country, including connections.
4.2.2. In case of an amendment to the initial contract, the CONTRACTING PARTY must make an additional payment of 25% (twenty-five percent) of the total price of the contracted tourism services for the effective rescheduling, or a lower percentage informed to the CONTRACTING PARTY, and there may be a waiver of such payment at the sole discretion of OrionTur.
4.2.3. If the CONTRACTING PARTY chooses to Terminate the contract, the following penalties shall apply as a fine: • 8 (eight) or more days in advance of the travel date = 60% (sixty percent) • 1 (one) to 7 (seven) days in advance of the travel date = 80% (eighty percent)
4.2.4. Applying clause 4.2.5, in case of Non-Appearance, the CONTRACTING PARTY may choose to (a) reschedule the dates/destinations/characteristics of the contracted tourism services or (b) request a refund.
4.2.5. In the event of Non-Appearance, the following penalties shall apply: • If the CONTRACTING PARTY chooses to reschedule the tourism services as stated in clause 4.2.4 (a) above = 60% (sixty percent); • If the CONTRACTING PARTY chooses a refund as stated in clause 4.2.4 (b) above = 90% (ninety percent).
4.2.6. In case of a refund, according to the aforementioned situations, the penalties shall be deducted from the amount to be refunded, as follows: • 8 (eight) or more days in advance of the travel date = 60% (sixty percent); • 1 (one) to 7 (seven) days in advance of the travel date = 80% (eighty percent).
4.2.7. IN THE EVENT OF CONTRACTING DOUBLE, TRIPLE, OR QUADRUPLE ACCOMMODATION, WITH AN EQUAL DIVISION OF THE TOTAL PRICE OF THE ACCOMMODATION BETWEEN THE CONTRACTING PARTY AND THIRD-PARTY(IES) CONTRACTING PARTY(IES) WHO HAVE ALSO ENTERED INTO A CONTRACT FOR THE INTERMEDIATION OF TOURISM SERVICES WITH ORIONTUR, IN CASE OF TERMINATION BY THE THIRD-PARTY(IES) CONTRACTING PARTY(IES), THE CONTRACTING PARTY MUST COVER THE APPLICABLE PRICE DIFFERENCE FOR THE ACCOMMODATION, UNDER PENALTY OF TOTAL CANCELLATION OF THE CONTRACT – IN THIS SITUATION, THE CONTRACTING PARTY SHALL BE SUBJECT TO THE TERMINATION PENALTIES ESTABLISHED HEREIN.
4.3. NON-REFUNDABLE FARE: Due to its promotional nature, THIS FARE IS NOT SUBJECT TO ANY TYPE OF REFUND. As established by the supplier, the non-refundable fare applies to reservations for any tourism services that CANNOT be changed under any circumstances regarding any of their details, such as itineraries, types of accommodation, meal plans, dates, reduction/extension of stay, passengers, as well as innon-appearance situations. The indication that it is a non-refundable fare is duly stated in the clause 2.1 table of the contract for the intermediation of tourism services entered into with the SERVICE PROVIDERS.
4.3.1. THE RULES REGARDING AMENDMENT OF THE INITIAL CONTRACT, TERMINATION, AND NON-APPEARANCE DO NOT APPLY TO TOURISM SERVICES WITH NON-REFUNDABLE FARES, PROPERLY INFORMED TO THE CONTRACTING PARTY, WHO WILL NOT BE ENTITLED TO A REFUND IF SUCH SERVICES ARE NOT USED.
4.4. SPECIFIC COMMERCIAL CONDITIONS OF “GOL,” “AZUL,” “LATAM,” AND “AVIANCA.” REGARDING AIR TRANSPORTATION BY “GOL,” “AZUL,” “LATAM,” AND “AVIANCA,” INSTEAD OF APPLYING THE PENALTIES DESCRIBED IN CLAUSE 4.2 AND SUB-ITEMS, THE CONDITIONS DETERMINED BY THE AIRLINE COMPANY SHALL BE APPLIED. THEREFORE, THE CONTRACTING PARTY IS AWARE THAT ORIONTUR, AS AN INTERMEDIARY IN THE CONTRACTING OF AIR TRANSPORTATION, ASSUMES THE OBLIGATION TO PASS ON THE SPECIFIED FEES AND PENALTIES TO THE AIRLINE COMPANIES.
4.4.1. The family, class, or fare profile is duly identified in the clause 2.1 table of the service provision contract. IN CASES OF TERMINATION OR NON-APPEARANCE, THE AIRLINE COMPANIES CHARGE A FEE THAT IS ADDED TO THE REFUND PENALTY. THE RESULT OF THIS SUM IS DEDUCTED FROM ANY AMOUNT TO BE REFUNDED. THE PERCENTAGE OF THE PENALTY IS BASED ON THE TOTAL FARE AMOUNT ACCUMULATED WITH OTHER OPTIONAL SERVICES OF THE AIRLINE. FEES AND PENALTIES FOR AMENDMENT, CANCELLATION, AND/OR REFUND WILL BE APPLIED PER SEGMENT AND PER PASSENGER.
Supplementary Rules
5.1 In any of the situations of Modification of the initial contract, Termination, or Non-Appearance mentioned above, a total percentage of 15% (fifteen percent) will be retained for service fees related to the intermediation of tourist services. IN THIS WAY, WHEN THERE IS A REFUND DUE TO TERMINATION OR NON-APPEARANCE, THIS PERCENTAGE IS CONSIDERED TO BE ADDED TO THE PENALTY ESTABLISHED IN CLAUSES 4.2.3 AND 4.2.5.
5.2 If the CONTRACTOR initiates the contracted trip and decides to withdraw during the provision of services, at any phase or stage after its initiation, there will be no refund of paid amounts.
5.3 The CONTRACTOR is aware that the services contracted are merely the intermediation of tourism services provided by third-party suppliers (air, maritime, and land transport companies, tour operators, hotels, restaurants, car rental agencies, etc.). Therefore, such suppliers may require the CONTRACTOR to apply additional penalties in addition to those stipulated in this contract.
5.4. The rules regarding modification, termination, and non-appearance defined in this agreement cannot be applied in situations where the CONTRACTOR made direct payment to the tourism service provider company.
5.5. RIGHT OF WITHDRAWAL: (i) FOR CONTRACTS MADE THROUGH THE OrionTur.COM.BR WEBSITE OR BY TELEPHONE, RELATING TO THE INTERMEDIATION OF TOURISM SERVICES, THE CONTRACTOR MAY WITHDRAW WITHIN THE LEGAL PERIOD OF 07 (SEVEN) DAYS FROM THE CONFIRMATION OF THE PURCHASE. To do so, the CONTRACTOR simply needs to contact us through the Customer Service menu, Contact Us, on the OrionTur.com.br website, or by telephone, as appropriate, requesting withdrawal. The contract will be duly terminated without the application of any penalties stipulated in this document; (ii) Additionally, starting from March 14, 2017, at no cost, the CONTRACTOR may withdraw from the purchase of air transportation services, even if acquired at physical establishments, within a period of up to 24 (twenty-four) hours from the receipt of the voucher, provided that the purchase was made at least 07 (seven) days in advance of the travel date.
6.1. In situations where there is a threat of natural phenomena that may pose risks to participants, public calamities, disruptions of order, accidents, or strikes that negatively affect the contracted services, the trip may be canceled in whole or in part before the start or at any stage. In this case, the CONTRACTING PARTY shall be entitled to a refund of the corresponding amounts for unused services, with the possibility of retaining service fees, as established in Clause 5.1. In the event of natural phenomena (such as earthquakes, floods, cyclones, hurricanes, etc.) or social uprisings (public protests, revolutions, terrorist acts, etc.), the CONTRACTING PARTY acknowledges that the CONTRACTOR is not liable for any material or moral damages arising from these events.
6.2. TRAVEL INSURANCE: In order for OrionTur to submit the travel insurance proposal to the insurance company, it is necessary for the CONTRACTING PARTY to provide the following information: CONTRACTING PARTY’s email, full name and address of all passengers, third-party contact phone number for emergencies, and identification number (R.G.) (or passport number and country of issuance in the case of foreigners) or CPF number. If OrionTur does not receive this necessary information, the travel insurance proposal requested by the CONTRACTING PARTY may be canceled by OrionTur.
ADDITIONAL CONDITIONS. The present contract is subject to the following additional conditions:
(i) BAGGAGE: In case of damage or loss of baggage, the CONTRACTING PARTY must file a claim with the responsible transportation company. Therefore, the passenger should check the condition of their baggage as soon as they receive it upon disembarking. Documents with or without value, jewelry, gemstones, money, cameras, camcorders, fragile objects, among others, must be carried as carry-on baggage, under the direct supervision of the CONTRACTING PARTY.
(ii) BAGGAGE LIMITS: In all trips, by any means of transportation, the CONTRACTING PARTY is entitled to transport a limited amount of baggage, as specified by the carrier. In the case of carry-on baggage, in addition to weight, the passenger must comply with the dimensions and quantity of pieces established by the airline. If the final destination is international, the CONTRACTING PARTY should consider that purchasing flights separately will be subject to the limits of the domestic flight. In the case of maritime cruises, two pieces of baggage per passenger are allowed, without weight limit. The CONTRACTING PARTY should consult the TRAVEL AGENCY in advance regarding the weight limits allowed for transportation. If the CONTRACTING PARTY exceeds the limits established by the service provider, they will be required to pay the surcharges imposed by the carriers.
(iii) TRANSFERS AND TOURS: These tourism services are shared with other individuals and carried out in vehicles according to the fleet of the responsible company. The CONTRACTING PARTY must be present at the designated location and time for the start of the services, as the transportation cannot wait for the CONTRACTING PARTY in case of delay, even if justified. The CONTRACTING PARTY is aware that punctuality is a condition for enjoying the service.
(iv) OPTIONAL SERVICES: During the trip, it is common to suggest tours and activities at the destination. These services are directly contracted with specialized companies, which are responsible for organizing and operating these activities. Therefore, in case of doubts or complaints about optional services, the CONTRACTING PARTY should directly address the contracted company.
(v) ACCOMMODATION: In general, the accommodations used in the services are of a basic category (standard). Any requests for differentiation must be made in advance. If there are changes in the accommodations requested by the CONTRACTING PARTY during the trip, all additional expenses will be the responsibility of the CONTRACTING PARTY and will not be reimbursed. The hotels indicated in European itineraries may be substituted at the destination by the responsible suppliers, depending on the number of participants in the tour.
Specifications for Homestay or Student Residence:
In the case of contracting accommodation in a homestay, the CONTRACTING PARTY cannot choose the profile of the hosting family or the distance between the house and the school. The profile of the family may consist of various compositions, such as a single person, a couple (with or without children), with or without pets, among other possibilities. If the CONTRACTING PARTY has any allergies to the mentioned pets, smoke, or specific types of food/medication, it is necessary to communicate this information to OrionTur at the time of contracting.
In the case of contracting accommodation in a student residence, OrionTur may confirm the reservation up until the start of the course, as the service provider for this type of accommodation requires more time to confirm reservations. If the reservation is not confirmed by the supplier (student residence), the CONTRACTING PARTY may, at their sole discretion, bear additional costs to choose alternative accommodation.
(vi) ACCOMMODATION TIMINGS: The CONTRACTING PARTY must always respect the check-in and check-out times of the apartments and/or cabins. The hotel’s timings do not always align with flight timings, and it may be necessary to vacate the room before the arrival of the transfer. If the CONTRACT(vi) ACCOMMODATION TIMINGS: The CONTRACTING PARTY must always respect the check-in and check-out times of the apartments and/or cabins. The hotel’s timings do not always align with flight timings, and it may be necessary to vacate the room before the arrival of the transfer. If the CONTRACTING PARTY wishes to continue staying to await the arrival of the transfer, they will need to check the hotel’s availability and purchase an extra night. This expense will not be reimbursed by OrionTur.
(vii) ACCOMMODATION FACILITIES: Depending on availability and the accommodation provider’s criteria, the following combinations may occur: a double room may have either two single beds or one double bed; a triple room may have three single beds or one double bed and one single bed; a quadruple room may have only two double beds. The beds may be foldable or sofa beds. If the CONTRACTING PARTY desires specific accommodations, they should consult in advance about the availability of different bed types, as well as the price for this service.
(viii) MEALS: Meals will be provided according to the contracted service. The services may include breakfast, which is usually served in specific areas and at predetermined times. It is also possible to arrange for half-board service, which includes breakfast and another meal (lunch or dinner). In the full-board modality, all three meals – breakfast, lunch, and dinner – will be provided. The meals may be served at the accommodation itself or at other establishments. In the all-inclusive modality, specific products determined by the establishments are included, but not all products are covered under this modality. It is important to note that in the case of special dietary needs, the CONTRACTING PARTY must inform and consult with the TRAVEL AGENCY in advance regarding the possibility of accommodating such requests. Additional charges may apply for this service.
(ix) TRAVEL INSURANCE: This service is optional for domestic, international, and maritime destinations. However, in European destinations, the CONTRACTING PARTY must acquire this type of insurance due to the Schengen Agreement. If the CONTRACTING PARTY does not enter European countries or is deported due to lack of travel insurance, OrionTur will not be responsible for any resulting expenses, such as fees and air transportation, among others. ATTENTION: TRAVEL INSURANCE IS NOT HEALTH INSURANCE! READ THE CONTRACTUAL CONDITIONS CAREFULLY, OBSERVING YOUR RIGHTS AND OBLIGATIONS, AS WELL AS THE LIMIT OF INSURED CAPITAL FOR EACH COVERAGE.
(x) SPECIFICITIES OF ROAD TRANSPORTATION: In road trips, the buses, minibusses, and micro-buses used comply with the comfort and safety regulations established by local authorities. Guides may accompany these services. In itineraries that cover common sections, it is possible for two or more groups of passengers to join together. In this case, there will be no preference given for the use of seats on the vehicle, regardless of the time each person has been aboard. European road buses do not have bathrooms.
(xi) AIR TRANSPORT SPECIFICITIES
Airport Check-in Time: For domestic flights, passengers must check in 2 (two) hours prior to the scheduled departure time. For international flights, the check-in time is 3 (three) hours before the scheduled departure time.
Charter Flights: When the flight is chartered, it is not recommended for the CONTRACTOR to use this service for events with fixed schedules, such as business meetings, weddings, graduations, funerals, among others, as charter flights may have their dates and departure/arrival times changed.
Airport Change: In case it is not possible to land at the destination airport due to closure or impediment, the landing will be made at another airport, and the rest of the journey may be continued by another means of transportation.
Mileage: The travel itinerary does not entitle the accumulation of miles in airline loyalty programs.
Airline-Specific Rules and Conditions: The sales team of OrionTur is available to clarify the specific rules and conditions of each airline, as well as the additional fees charged for changes, cancellations, and refunds. Therefore, subject to the rules and conditions of the airline, which may include the application of fines and fees, as well as restrictions and prohibitions for promotional fares and booking classes. Thus, if the CONTRACTOR requests a refund, cancellation, or change in an air ticket, the CONTRACTOR must respect the ticket’s validity period, which is usually 1 (one) year from the date of issuance, comply with the stay limit of the fare rule, among other conditions established by the Airline. The refund mentioned in this clause is not in addition to the cases of no-show and termination of this Contract.
Air Ticket: The air ticket is personal and non-transferable, and therefore, the alteration of passengers is not allowed. Air tickets are valid for 12 (twelve) months from the date of issuance, and within this period, they can be used, refunded, and/or rebooked (depending on the ticket’s rules, availability, and payment of penalties). Any changes made after the ticket issuance do not extend its validity. Therefore, in case of a change, the return date must be scheduled within this validity period.
Seat: Even if the CONTRACTOR has chosen their seat on the aircraft through the Travel Agency, the chosen seat is subject to change by the Airline. Therefore, OrionTur recommends that passengers confirm their seat during check-in.
Airline Partnerships: In some cases, it may be necessary for the passenger to travel on an aircraft operated by an airline partner of the originally contracted one. This decision is always made by the Airline, without any interference from OrionTur.
Duplicate Reservations (DUPE): Airlines do not allow duplicate reservations, meaning that the same passenger cannot have two reservations on the same flight or on flights with conflicting schedules within the same airline. Therefore, if the CONTRACTOR, the passenger, or a third party makes a new reservation in the passenger’s name with the airline, whether directly or through another travel agency, the reservation made by OrionTur will be canceled by the airline. The consequence of this is that OrionTur will have to make a new reservation with the airline, and the CONTRACTOR will be subject to payment of current fare differences or even unavailability of seats on the desired flight. In addition, the CONTRACTOR will be subject to penalties for changes to the Initial Contract or Termination, as stipulated in these General Conditions.
(xii) CAR RENTAL SPECIFICITIES
For domestic rentals, the car will only be rented to drivers with more than two years of driving experience. The use of a learner’s permit to drive a rental car is not allowed. Only drivers over 21 years of age can rent a car. Additionally, presentation of a credit card with the minimum limit required by the rental agency is required, as a debit pre-authorization will be made to cover any damages or repairs the car may incur. Additional equipment (such as baby seats, GPS, among others) can be requested and will be paid for at the vehicle pick-up location. A One-Way Fee (when the pick-up location differs from the drop-off location) is charged and must be paid at the car’s return location. The rented vehicle must be returned with the same amount of fuel as when it was picked up from the rental agency.
(xiii) INTERNATIONAL CAR RENTAL
The car will only be rented to drivers with more than two years of driving experience. The use of a learner’s permit to drive a rental car is not allowed. Along with the driver’s license, a valid passport must be presented. In Europe, in addition to these documents, an International Driving Permit is required. The minimum age for renting a car abroad varies from 21 to 25 years old (some rental agencies charge fees for drivers under 25 years old, which must be paid locally). This information should be checked directly with the vehicle rental agency. The driver must present an international credit card with the minimum limit required by the rental agency, as a debit pre-authorization will be made to cover any damages or repairs the car may incur. Additional equipment can be requested and will be paid for at the vehicle pick-up location. A One-Way Fee (when the pick-up location differs from the drop-off location) is charged and must be paid at the car’s return location. The rented vehicle must be returned with the same amount of fuel as when it was picked up from the rental agency (unless this item is included in the plan).
(xiv) TRAVEL DOCUMENTATION
To travel, passengers must present the following documents:
1 DOMESTIC TRAVEL: Original ID card, in good condition, clearly identifying the holder, with an issuance date not exceeding ten years.
INTERNATIONAL TRAVEL:
(a) For traveling to Argentina, Chile, Paraguay, Uruguay, Bolivia, Peru, Colombia, and Ecuador, the following documents are required:
(b) For international travel to any other destination, including layovers and connections, other than those mentioned above, the following documents are required:
(c) For a child or teenager traveling with only one parent:
(d) For a child or teenager traveling alone or with third parties who are adults, capable, and Brazilian citizens:
(e) Visas:
(f) Travel Insurance:
(g) Vaccinations:
We inform you that any situation arising from rejected documentation, border restrictions, or actions by immigration authorities at airports, ports, and border posts, for domestic, international, and maritime itineraries, is the sole responsibility of the passenger. Additionally, OrionTur clarifies that if deportation occurs, it is an act of sovereignty by the country being visited, and OrionTur cannot interfere with local immigration decisions.
(xv) BOARDING AND ACCOMMODATION OF MINORS.
(b) Boarding of minors under twelve years old traveling unaccompanied:
(c) For boarding of minors:
(d) Accommodation:
Vínculo de Parentesco:
(b) In the case of one parent being deceased, the presentation of the Death Certificate is required at the time of boarding. 2. Vínculo de Parentesco. Only the father, mother, sibling, grandparent, great-grandparent, uncle (brother or sister of one of the minor’s parents), who are of legal age and can prove the relationship through birth certificates, are considered relatives. 3. The new Brazilian passport (blue passport) does not record the passenger’s parentage; therefore, the original ID card in good condition, clearly identifying the holder, must be presented along with the passport. 5. The mentioned authorizations must be accompanied by a certified photocopy of the ID card of the authorizing person. 6. Whenever there is a need to obtain travel authorization, it is recommended that the interested party contact the local Youth Court in advance to confirm if the necessary documentation is adequate, avoiding last-minute complications.
(c) Accommodation in foreign establishments: the minor cannot be accommodated unless accompanied by a responsible person. The rules vary from country to country; for example, generally, in the United States of America, passengers under 21 years old cannot stay unaccompanied by a responsible person. We recommend consulting the consulate of the destination country in advance so that the CONTRACTING PARTY is aware of the local rules.
(xvi) GOVERNMENT AND LOCAL FEES: There are countries that charge government return fees that cannot be collected in Brazil, but rather when the CONTRACTING PARTY and its passengers leave that country. In international travel, it is important to check if the destination country charges this type of government fee. In addition, some hotels directly charge guests other local fees, such as tourism taxes and resort fees.Such government and local fees, when required, are the responsibility of the CONTRACTING PARTY and are non-refundable expenses.
(xvii) VACCINATIONS: Some countries require a certificate of vaccination against certain diseases, such as yellow fever. It is important to check the specific requirements for the contracted destination, including layovers and connections, well in advance of the departure date.
Yellow Fever:
Measles, Mumps, and Rubella (MMR):
(xviii) SPECIAL NEEDS: