AGENCY POLICIES

Cancellation, No-Show and Refund Policy

This policy establishes the conditions for cancellations, no-shows, and withdrawals related to the services provided by Canyons do Sul, in accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990) and best practices in receptive tourism.

1. Cancellation by the Agency
Canyons do Sul reserves the right to cancel or modify contracted services, without prior notice, in cases of force majeure or unforeseen circumstances, such as adverse weather conditions, access restrictions, safety concerns, or operational issues that may compromise the activity.

In such cases, clients will be offered the option to reschedule the activity or replace it with an equivalent experience, subject to availability.
If rescheduling is not possible, all amounts paid will be fully refunded.
In cases of partial cancellation of activities caused by third parties (such as closure of attractions or restricted access), no refunds will be issued for services already rendered, such as transportation.

2. Cancellation by the Client
Cancellation requests must be made in writing and sent to: contato@canyonsdosul.com.br

The refund policy follows the schedule below:

Up to 30 days before the service date – 100% refund
From 29 to 7 days – 80% refund
From 6 to 2 days – 50% refund
Less than 24 hours – No refund

Refunds will be processed within up to 15 business days after receiving the formal request. Applicable deductions are based on operational, administrative costs, and prior commitments assumed by the agency, in accordance with consumer protection regulations.

3. No-Show and Withdrawal

No-show: No refund will be issued in case of absence at the scheduled date, time, and location.
Withdrawal during the activity: No refund will be issued.
Withdrawal due to adverse weather conditions: If the contracted activity cannot be carried out for safety reasons or due to weather conditions, an alternative activity will be offered. No refund will be issued in these cases.

4. Weather Conditions and Itinerary Changes
The Aparados da Serra region has a microclimate subject to rapid changes, such as sudden fog or mist, which may affect visibility at attractions regardless of weather conditions in the city.

Visibility at natural attractions is not guaranteed.
The order and timing of activities may be changed for operational, safety, or logistical reasons, aiming to provide the best possible experience for visitors.