Cancellation and Transfer Policy

🇺🇸 CANCELLATION, TRANSFER AND DATE CHANGE POLICY Éden do Cerrado Spa Terapêutico Ltda. seeks to provide its customers with security, transparency, and flexibility when booking its experiences and accommodation services. This Policy establishes the conditions applicable to cancellations, transfers, date changes, and no-shows for reservations made directly with Éden do Cerrado. 1. Right of Withdrawal For contracts entered into outside the commercial establishment, including those made through digital channels, the right of withdrawal provided for under Article 49 of the Brazilian Consumer Protection Code (Law No. 8,078/1990) shall apply. In such cases, the consumer may withdraw from the contract within 7 (seven) days, calculated in accordance with applicable law, with the amounts paid being refunded, subject to the applicable legal provisions. Cancellation requests must be submitted through the official customer service channels made available by Éden do Cerrado. 2. Cancellation After the 7-Day Period Once the statutory withdrawal period has expired, no refund will be provided due to a simple cancellation of the reservation, except where applicable law provides otherwise. However, Éden do Cerrado offers a special flexibility condition: all reservations made directly with us are transferable. This means that, even after the 7-day period has expired, the customer does not lose the amount paid simply because they are unable to attend on the originally reserved date, provided that they use one of the alternatives provided for in this Policy within the applicable deadlines. 3. Reservation Transfer The reservation may be transferred to another person. The customer may designate another person to use the reservation, while the full amount already paid remains as credit toward the stay. The transfer must be communicated in advance through Éden do Cerrado’s official customer service channels, together with the identification of the new reservation holder. A transfer of reservation holder does not constitute a cancellation of the reservation and therefore does not entitle the customer to a refund of the amount paid. 4. Reservation Date Change The customer may request a change to the date of the stay, subject to availability of the selected accommodation and Éden do Cerrado’s operational conditions. The date-change request must be submitted at least 7 (seven) days before the originally reserved date. A date change does not entitle the customer to a refund of amounts already paid and is subject to availability for the requested new date. Any difference in price resulting from the new date, accommodation, or applicable rate may be charged and will be communicated to the customer in advance. 5. No-Show If the reservation holder or the person designated to use the reservation does not show up on the originally reserved date and does not notify Éden do Cerrado in advance of a transfer of the reservation or a request to change the date, the reservation will be considered used and closed, since the accommodation and corresponding period remained exclusively available for that reservation. In such circumstances, there will be no right to a refund, credit, transfer, or subsequent date change, except where applicable law expressly guarantees such a right. To avoid losing the reservation, the customer must request a transfer or date change within the deadlines established in this Policy. 6. Reservation Flexibility The transfer and date-change policy was created to provide greater flexibility to customers. Therefore, if the reservation holder is unable to attend on the contracted date, they may, subject to the deadlines and conditions established in this Policy: * transfer the reservation to another person; or * request a change to the stay date. Accordingly, after the statutory withdrawal period has expired, the customer will not be entitled to a refund due to simple cancellation, but may use the amount already paid through a reservation transfer or date change, subject to the conditions of this Policy. A transfer of reservation holder and a date change do not constitute grounds for a refund. 7. Cancellation, Transfer, or Date-Change Requests All cancellation, transfer, or date-change requests must be submitted through the official customer service channels made available by Éden do Cerrado. For the security of both the customer and the establishment, information necessary to confirm the reservation holder’s identity and process the request may be required. Requests will be reviewed in accordance with this Policy, the conditions presented at the time of booking, and applicable law. 8. Payments and Refunds When a refund is legally applicable, the amount will, whenever possible, be processed through the same payment method used for the original transaction. The actual time required for the funds to become available may vary depending on the financial institution, card issuer, payment platform, or payment processor used for the transaction. Where no refund is due, the customer will retain, subject to the conditions established in this Policy, the possibility of transferring the reservation or changing the date, provided that the applicable deadlines are observed and availability exists. 9. General Provisions By making a reservation, the customer acknowledges and agrees to the terms of this Cancellation, Transfer and Date Change Policy, together with the other conditions presented at the time of booking. This Policy may be updated to reflect changes to the services offered, commercial conditions, or applicable law. The version in effect at the time of booking shall apply to each reservation, without prejudice to any subsequent mandatory legal provisions that may apply. Éden do Cerrado Spa Terapêutico Ltda.