Payment & Cancellation Policy

This policy applies only to direct bookings made with Rio Unbound, including inquiries that begin through our website, Travel Brief, email, WhatsApp or another direct communication channel.

Submitting a Travel Brief, sending a message, requesting availability or asking for a quote does not confirm a booking.

1. Inquiry or Travel Brief;
2. availability check and proposal;
3. provisional hold or pre-reservation;
4. payment required by the proposal and confirmed booking.

A date may be held provisionally until the payment deadline stated in the proposal. If the required payment is not received by that deadline, Rio Unbound may release the availability.

If Rio Unbound offers bookings through a marketplace or online travel agency in the future, a booking made through that service will follow the payment and cancellation terms shown by that service for the affected booking.

A booking is confirmed only when the payment required for confirmation in the proposal is received. A proposal or provisional hold alone does not confirm it.

For bookings made within 72 hours before the scheduled start time, full payment is required to confirm the booking.

Your proposal states the applicable payment schedule and due dates. The full booking amount must be paid no later than 72 hours before the scheduled start time.

For bookings planned further in advance, the proposal sets when payment is required for confirmation and any other applicable due dates.

If the booking is made within 72 hours before the scheduled start time, the full amount is due for confirmation.

Payment can currently be made by card through Stripe or by PIX when available for the booking.

The proposal states the currency for the booking. International proposals are generally quoted in USD, Brazilian domestic proposals are generally quoted in BRL, and EUR may be used when appropriate and agreed. This does not mean that every booking can be paid in any currency.

The amount due is the amount stated in the currency shown in your proposal. Your bank, card issuer or payment provider may apply its own currency-conversion rates or charges. Those amounts are outside Rio Unbound's control.

Where applicable, card refunds are processed in the currency of the original transaction. Rio Unbound cannot guarantee exchange-rate equivalence in the cardholder's home currency.

If you cancel 72 hours or more before the scheduled start time, amounts paid to Rio Unbound are refundable, except for third-party costs that were clearly identified before payment as non-refundable or subject to separate cancellation terms.

If you cancel less than 72 hours before the scheduled start time, 100% of the amount paid is non-refundable.

Nothing in this policy limits consumer rights that cannot legally be waived under applicable law.

During Carnival, New Year’s Eve and other special or high-demand dates, different payment deadlines, payment conditions or cancellation terms may apply. Any such conditions will be stated in your proposal before payment.

Requests to change the date are subject to availability and remain subject to operational feasibility when made close to the experience date.

Rio Unbound does not charge a standard change fee, but additional costs may apply when a third-party service, ticket or reservation cannot be changed without cost. Any such cost will be explained before the change is completed.

If you are more than 30 minutes late, the scheduled duration will normally be counted from the original start time. We will consider significant unforeseen circumstances where reasonably possible, but an extension is not automatically guaranteed.

No-shows for confirmed, fully paid bookings are non-refundable.

A private or custom experience may involve attraction tickets, a private boat, a special activity, a photographer, a restaurant deposit or another third-party service.

These components may have their own payment deadlines, cancellation rules or non-refundable costs. Any exception must be clearly disclosed in the proposal before payment.

A booking-specific third-party condition applies only to the affected component. It does not silently replace this policy for the entire Rio Unbound booking.

Rain alone is not considered a reason to cancel an experience.

Depending on actual conditions, the order may change, the route may be adapted, time at an attraction may change or alternatives may be discussed. Rio Unbound does not promise particular weather or visibility.

If an attraction closes or becomes unavailable, we assess the circumstances of the booking case by case, including available alternatives, disclosed third-party costs and applicable rights. There is no automatic cancellation or refund rule for every closure.

For Ilha Grande and other private-speedboat arrangements, safe navigation governs the operation. The sailor or captain may change the sequence, stops, route or time at a stop because of sea or weather conditions. A safe operational adjustment does not by itself create a right to a refund.

If conditions make departure unsafe and the private speedboat experience cannot operate at all, the traveler will be offered rescheduling or a refund of the affected booking according to the amount paid and the applicable booking terms.

For the standard Ilha Grande experience, if the private speedboat cannot safely operate at all, Rio Unbound will offer rescheduling or a full refund of amounts paid to Rio Unbound for that booking, subject to mandatory law and any third-party cost clearly disclosed before payment.

If Rio Unbound cannot provide the confirmed experience, we will offer an alternative date or reasonable equivalent where appropriate, or a full refund of amounts paid to Rio Unbound.

The traveler may choose the refund instead of being required to accept another date or alternative experience.

Natural disasters, serious public-safety situations, restrictions imposed by authorities, major transport disruption or another extraordinary event may prevent an experience from operating safely or realistically.

In that situation, Rio Unbound will work with the traveler on rescheduling, a suitable alternative or a refund when appropriate and possible, subject to mandatory law and the recoverability of third-party costs clearly disclosed before payment.

This section is not a blanket exclusion of refund rights.

When a card refund is approved, Rio Unbound initiates it promptly through Stripe. The time it takes to appear on your statement depends on your bank, card issuer and payment network.

Card refunds commonly take several business days to appear, but this is not a guaranteed processing time. PIX refunds are processed promptly once approved and technically possible.

Nothing in this policy limits consumer rights that cannot legally be waived under applicable law. If a mandatory legal rule gives the traveler greater protection, that rule prevails.

For questions about a proposal, payment deadline, cancellation or refund, contact contact@riounbound.com.