Cancellation, Rescheduling, Punctuality and Operating Conditions Policy

A booking is considered confirmed once the amount requested at the time of contracting has been paid.

As a commercial rule, payment of 30% of the total value of the experience may be requested to confirm the booking, unless a specific condition is presented at the time of contracting.

Confirmation allows Aventura Litoral Norte to organise and reserve the resources required for the experience, including, depending on the service contracted:

• Time slot
• Vehicle
• Quad bike
• Buggy
• Boat
• Equipment
• Guide
• Crew
• Any other operational resources required

Payment and booking confirmation are subject to the conditions presented to the customer before contracting.

One (1) rescheduling of the experience is allowed, provided it is requested at least 48 hours before the originally booked time.

Rescheduling is subject to:

• date availability
• time availability
• availability of vehicle, equipment or boat
• operating conditions
• environmental conditions applicable to the activity

Rescheduling does not guarantee the same time, equipment, vehicle, guide or any other condition of the original booking.

If the new date is subject to a higher rate due to season, price updates or the commercial conditions in force, the customer must pay the corresponding difference.

If the new amount is lower, the applicable commercial and legal rules apply, without automatically creating any credit not provided for in this policy.

The commercial policy guarantees only one (1) rescheduling, under the conditions set out in the previous section.

Later requests may be considered exceptionally by Aventura Litoral Norte, depending on availability and the circumstances of the case.

Granting an exception:

• does not create an obligation for the company
• does not change this policy
• does not set a precedent
• does not create an automatic right to further rescheduling

Change requests made less than 48 hours in advance do not give the right to the commercial rescheduling provided for in this policy.

Exceptional situations may be assessed individually by Aventura Litoral Norte.

Assessing or granting an exception does not create an acquired right or a precedent for other bookings.

Rights mandatorily provided for by applicable law remain reserved.

Except where Brazilian law requires a refund, Aventura Litoral Norte does not offer free cancellation for a simple change of mind.

Where previously informed and applicable to the contract, a cancellation fee of 30% of the total value of the experience may be applied, subject to the limits and rights provided for by law.

If the customer has paid only the amount corresponding to the booking confirmation, how that amount is handled upon cancellation follows the applicable contractual and legal conditions.

For contracts made through the website, an app, WhatsApp or any other means outside the business premises, the rights mandatorily provided for by applicable Brazilian law will be respected, including the relevant provisions of the Consumer Protection Code.

This is compliance with applicable law, not a commercial benefit offered by the company.

Arrive 15 minutes before the departure time stated on your booking.

Example: departure at 10:00 → recommended check-in at 09:45.

This period allows for:

• checking the booking
• checking documents
• signing documents where applicable
• handing over and adjusting equipment
• safety briefing
• getting ready for the activity

The check-in time does not change the departure time contracted.

Tolerance of up to 15 minutes after the scheduled time, where operationally possible — it is not an automatic right.

The activity may start before the end of that period whenever waiting would compromise:

• safety
• other customers' schedules
• later departures
• guide availability
• equipment availability
• tide conditions
• sea conditions
• the duration of the route
• the opening hours of attractions
• crossings
• or any other relevant aspect of the operation

Tolerance does not mean an automatic extension of the departure time.

A customer who does not turn up in a condition to take part in the activity within the operationally possible window is considered a no-show.

A no-show does not create an automatic right to:

• rescheduling
• credit
• transferring the amount to another tour
• transferring the booking to another person
• a refund

Taking part again may require a new booking. Rights mandatorily provided for by law remain reserved.

Customers are responsible for organising their journey to the meeting point, taking traffic, distance, parking and other foreseeable factors into account.

Personal lateness does not oblige Aventura Litoral Norte to:

• delay the departure
• shorten the experience for other customers
• change the subsequent schedule
• extend the tour
• change operating conditions
• provide new equipment or a new time slot

If the delay makes participation unfeasible, the no-show rules in section 9 apply.

Aventura Litoral Norte's experiences involve outdoor activities, travel, vehicles, quad bikes, buggies, boats, mechanical equipment, environmental conditions and other factors subject to variation. Reasonable delays arising from the dynamics of the operation may therefore occur.

Possible causes include:

• heavy traffic and congestion
• high-season periods
• accidents, roadblocks and road closures
• delay caused by the return of the previous activity
• weather, tide or sea conditions
• environmental restrictions or orders from the authorities
• safety inspections, maintenance or equipment adjustment
• essential refuelling or equipment replacement
• unexpected mechanical failure
• any other unforeseeable operational situation

Whenever possible, significant delays will be communicated to the customer.

Small operational delays that do not prevent the substantial delivery of the experience do not, in themselves, amount to cancellation of the service.

Safety takes priority over strict adherence to the schedule.

Because we work with vehicles, quad bikes, buggies, boats and mechanical equipment, no activity will be started merely to meet a schedule when the team identifies a condition requiring inspection, maintenance, adjustment, refuelling, replacement, testing or any other procedure needed for the safe use of the equipment.

In such cases, departure may be delayed for the time reasonably needed to resolve the matter safely.

If the situation makes delivering the service genuinely impossible, the legally and contractually applicable alternatives will apply (section 16).

Rain, cloudy weather, a forecast of rain or a change in the weather do not, on their own, mean the experience is automatically cancelled.

The activity may go ahead normally whenever the responsible team considers conditions to be adequate and safe.

If the customer voluntarily decides not to take part because of the weather while the activity remains operational and is considered safe by Aventura Litoral Norte, the situation will be treated as a cancellation by the customer (section 5), subject to legally applicable rights.

Some experiences depend on external and natural factors, including:

• tide and sea conditions
• wind and rain
• trail conditions
• traffic and access to the areas
• environmental restrictions
• the opening hours of attractions
• the availability of crossings

These factors may require justified changes to the programme.

For safety, environmental or operational reasons, Aventura Litoral Norte may make justified changes to:

• the time
• the order of the stops
• the length of a given stop
• the route
• the swimming spot or crossing
• the access used
• an ancillary activity

Where the essence of the contracted experience can be preserved, such changes do not automatically amount to cancellation of the tour.

If Aventura Litoral Norte determines that the activity cannot be carried out safely, or that delivering the service is genuinely impossible, the customer will be offered the alternatives applicable to the situation and under the applicable law.

The alternatives may include:

• rescheduling
• credit, with the customer's agreement
• a refund where legally due

Credit is not imposed as a compulsory substitute for a refund where the law guarantees the consumer another solution.

Wildlife-watching experiences take place in a natural environment. Aventura Litoral Norte does not control the behaviour, location or appearance of the animals.

Sightings of wild animals cannot be guaranteed.

Where the contracted expedition has been carried out normally, the absence of a sighting does not, on its own, automatically amount to a failure to deliver the service.

If the departure goes ahead and there is no sighting, the amount paid is not refunded — the cost of the operation is incurred all the same. In return, the customer gains priority to board again, at no extra cost, in a spare seat on another departure in the same season.

This priority depends on a seat being available and does not constitute a right to a new departure, to rescheduling, to credit or to a refund. The request must be made to Aventura Litoral Norte within the same watching season.

Additional activities may depend on availability, weather, operating conditions or third parties.

Where they are not expressly included in the main tour, they are charged separately. Currently confirmed prices:

• Kayak: R$ 50 per person
• Zipline: R$ 100 per person
• Garcia D'Ávila Castle ticket: R$ 50 full · R$ 25 half
• Nature + Sea route crossing: R$ 100 per vehicle

The unavailability of an optional activity does not automatically mean cancellation of the main tour where the latter can still be delivered as essentially proposed.

Customers are responsible for checking and meeting the requirements previously stated for the experience contracted. To drive a quad bike:

• a valid category A or B driving licence is required
• the customer must present the licence before the activity
• the customer must follow the safety briefing
• the customer must sign the applicable Liability Waiver

If the customer does not present a document or does not meet a mandatory requirement stated in advance, participation may be refused for safety and operational compliance reasons.

Where the activity is being delivered normally and in adequate safety conditions, a customer's voluntary withdrawal after it has begun does not automatically create a right to a refund, credit, a repeat or rescheduling.

Exceptional situations may be assessed individually. Any courtesy or exceptional solution offered by Aventura Litoral Norte does not change this policy nor set a binding precedent.

It is the customer's responsibility to provide correct information when booking, including name, phone number, number of participants, date, time, chosen experience, documents and any other data required.

Incorrect information provided by the customer may affect the delivery of the experience and does not automatically oblige the company to provide resources other than those actually booked.