Terms and Conditions
TERMS AND CONDITIONS - C2RIO TOURS & TRAVEL The Terms and Conditions displayed below are a very important part of the booking procedure. Here you will find everything you need to know about our tour policies. PRICES Prices for tours in Rio are valid for tours, starting january 1st until December 31st of every year. Rates are quoted in BRAZILIAN REAL inclusive of taxes and are correct at time of publication. Prices may be subject to change at the discretion of C2Rio Tours & Travel. BOOKING POLICY Customers can book their tours straight through our Booking Forms, which can be found in every tour page of our website. After choosing the tour, just click on the Add to Order button, displayed on right side of each tour page. Customers will need to fill out the form and then pay the required amount. The booking forms may vary a little from tour to tour, but all of them will have the basic information on the chosen Tour such as Tour Name, Code and Date, the request for Name, Phone and Email for each passenger, as well as Hotel Name and Address for pick up and a Mobile Telephone Number in case we need to contact you locally. After the payment is made, customers can print their tickets or simply take them on their cell phones and show them to the guide in charge of the tour. Please note that some tours may not be automatically available for booking, so customers will need to send us a request for availability via contact page, located on the menu Contact Us at the right top of our home page. To request availability for a tour, simply fill out the contact form with your name and e-mail address. On the comment box, give us basic information like the intended tour, the date and the number of participants. You will be asked to read and agree with our terms and conditions before you check out and pay the tour. Do not miss any required information, otherwise the booking form will not go through. After the payment is registered, booking procedure is complete and customer will receive a confirmation voucher and payment receipt via e-mail. Most tours require at least 02 people in order to take place, but you have the option of purchasing a single ticket. If that happens, please contact us no later than 24 hours before the tour date, to check if other seats have been taken. In case no one else joins your tour, we can issue a full refund, OR, if customers consider doing a private tour, he or she may purchase a second ticket and do the tour alone with our guide. In case no contact is made, we can try to contact customers to let them know the tour is cancelled. In case the customer switches hotels or changes the original pick up address in Rio, he or she must send us an e-mail with the new address through our contact page, or contact us by phone. In case of tour date changes, see the tour date changes policy below. PAYMENT POLICY Seat availability is guaranteed upon payment through the website. Accepted Payment Methods: C2Rio accepts major credit cards via Paypal or directly. If you wish to make an electronic bank transfer, please request our bank account info via e-mail. When customers check out from our booking software, they are taken to a Paypal environment, outside our website. International bank wiring is accepted for amounts of more then US$ 1.000 or R$ 3.500 and a transaction fee is applied. We do not accept payments after the tour date. LIABILITY C2Rio Tours & Travel claims no responsibility for any loss, damage, accident, injury, sickness or schedule change due to weather, strike or any other cause beyond C2Rio’s control. We will make every effort to safeguard our customers and their personal property , but cannot be held responsible for personal events beyond the tour operators control, or to damage sustained by tourists including those occurring outside the touring program. C2Rio acts in good faith, and cannot be held responsible for any agent, hotel, coach operator, tour guide or any other person’s or company’s acts, defaults or delays. We therefore advise all customers to have comprehensive travel insurance to meet all contingencies. C2Rio reserves the right to alter routes, itineraries or departure times, without prior notice, should the necessity arise. Our goal is to provide excellent customer service and in order to do so we maintain strict quality monitoring. If, for any reason, you are dissatisfied with your tour package, we want to hear about it. We recommend you contact us as soon as any incident arises. If you are unable to do so at the time, you must advise C2Riovia e-mail within 48 hours after the event. If you fail to do so, this may jeopardize your right to compensation. In case customers are still travelling, we can extend the contact to our office for up to 5 consecutive days after the event, as long as customers can prove that they were still travelling ( ex: plane tickets, hotel reservations) All information in the website is subject to change. C2Rio reserves the right to alter/change/correct mistakes that may possibly appear in the website or published price lists. C2Rio also assumes no responsibility for any act of negligence or omission whatsoever, by any company whose services are used as part of packages provided. CANCELLATION POLICY Cancellation made by C2Rio Rio de Janeiro has a very heavy and unpredictable traffic condition as well as sudden weather changes and because of that, C2Rio reserves the right to alter the route or itinerary of any of its sightseeing tours and arrange alternative routes to those advertised if necessary. The main tourist spots of the sightseeing tours will be preserved, but the route we use to access these spots may be changed according to our needs. All the sightseeing tours will happen with rain or in cloudy days, unless it is a bad storm with high speed winds, that can offer risks to our groups and staff. If a decision needs to be made, in terms of changing the itinerary due to unforeseen circumstances, like forest fires, floods, breakdowns, traffic jams, heavy rain, thunder storms or anything else that cannot be foreseen at this time, it will all be left to the discretion of the tour guide in charge. If a sightseeing tour or an adventure tour needs to be cancelled right in the middle of it, due to sudden weather changes that can put our customers at risk, we will then take customers back to their address in Rio. If customers can reschedule the tour, a 10% fee will be charged, to cover our expenses in that particular day that the tour is being canceled. In case customers cannot reschedule the tour, we reserve the right to retain the deposit already paid. If the tour needs to be cancelled by C2Rio right before it starts, for any possible reason, a full refund will be given to customers through Paypal, credit card , bank transfer or in cash (if deposit was made in cash). The group may also choose another alternative date for the tour. In this case, the deposit previously paid will be held, and the remaining balance will be paid in cash on the date the tour is rescheduled for. Cancellation made by customers Sightseeing Tours and most of the sports and outdoor activities in Rio , operate rain or shine , or even on cloudy conditions . Customers cannot cancel a tour based on their own assumption that the weather represents a risk, or simply because they wish to do a tour on a sunny day, and still expect a refund . Also, for sightseeing tours, we cannot guarantee visibility, especially in places like Corcovado and Sugar Loaf. If customers cancel the trip before it starts following policy applies Cancellation with at least 7 calendar daysin advance, an administration fee of 15% of the total amount is charged. Cancellation between 3 and 6 calendar daysin advance, you will be charged a 50% cancellation fee. Cancellation within 2 calendar daysin advance, you will be charged a 100% cancellation fee. No show: no restitution In a event of illness or any other type of problem or emergency that may prevent the customer from participating in the tour, the same rules will be applied. When it comes to hang gliding and paragliding, sudden changes on the wind condition may happen. In case the wind conditions become poor when the customer is already at the ramp, the pilot has to wait for 60 minutes, until the wind improves. If the customer decides to cancel the attempt of flying before 60 minutes, we have the right to charge for the flight. After 60 minutes the pilot can abort the flight and customer will not be obligated to pay for the flight. A refund will be issued via Paypal or credit card for the amount paid previously. If a customer hires transportation, the service has to be paid for, even if flights do not happen. In case the customer decides to cancel the flight right at the ramp , before the jump, he or she will still have to pay the full amount. In case the customer cancels the flight before going up to the ramp with the pilot, he or she will loose the deposit and will not be eligible for a refund. The same thing happens with the Ramp Usage Fee. In case the flight is cancelled due to sudden wind changes, the ramp usage fee charged by the Hang Gliding club, will not be refunded. C2Rio has no control over that fee, as well as the policy used by the Hang Gliding club, when it comes to refunds. Customers can reschedule the flights and use the pass another day, but the club will not issue a refund for that fee. The insurance is included in the ramp usage fee, so once the customer is registered with the club, the information goes straight to the insurance company, so even if flights do not happen, the Insurance still has to be paid by the club. In case the hang gliding ramp is very busy, delays can happen. In special seasons and holidays like Carnival, World Cup, Olympics, New Years and any other big event the city maybe hosting, the ramp may experience heavy traffic of people waiting to fly . We have cases when customers have waited for more than 6 hours and still were not able to fly in the end. If the customer decides not to wait anymore , he or she will have their deposit refunded. These cases of long waiting are rare but can happen and there is nothing we can do, as people from all over the city sometimes arrive at the same time, which can make the place extremely crowded. C2Rio cannot be held responsible if such event happens. The departure time displayed on the ticket does not guarantee that the flight will take place. REFUND POLICY: C2Rio offers full and partial refunds in the following cases: 1- Customers request refund for any reason, within the acceptable time listed below, under the Notice of Cancelation section. 2 – Tour cannot happen, due to weather issues or natural disasters ( storms, heavy rain, high speed wind, floods, mud or rock slides, fall of trees, etc), noted a day before, or even on the tour date, before the tour starts ( sudden weather changes). 3 – Tour cannot happen, due to a logistic problem ( mechanical failure with our vehicles during pick up), sudden illness that may prevent the tour guide from guiding the tour , or any other similar event that may prevent us from operating the tour. 4 – Some kind of accident during a tour, or any issues or discomfort that customers may feel during the trip, that can justify the request as a compensation for the problem caused. In this particular case, customers MUST REPORT IT to our office no later than 48 hours after the event, via e-mail only. If it is proved , after we analize the case, that an issue with safety or any discomfort were caused by a member of our staff, a refund will be issued. Whether in these cases, a full or a partial refund will be issued, it will depend on the circumstances and how our office staff will judge the case. Refunds are paid within 15 days via paypal or credit card, once the request is aproved by us. No refunds will be given in the event of any delay, either during pick up or drop off , (as well as meeting time at specific locations for tours where transportation is not included), caused by traffic jams or mechanical failure, as long as it is not over 60 minutes. Exceptions: Skydiving, Hang gliding and Paragliding. If customers cancel the jumps and flights at the ramp or inside the airplane, , they not only loose the deposit, but will have to pay for the flights and jumps entirely. Notice of cancellation – Valid for Groups or Individual Customers Cancellation with at least 7 calendar daysin advance, an administration fee of 15% of the total amount is charged. Cancellation between 3 and 6 calendar daysin advance, you will be charged a 50% cancellation fee. Cancellation within 2 calendar daysin advance, you will be charged a 100% cancellation fee. No show: no restitution * Refunds are paid within 15 days after the request is made. * Refunds are related to the amount paid BOOKING CHANGES POLICY In case the customer needs to change the pick up address or increase the number of participants, he or she must be make the request by e-mail. There is no fee charged for these requests. Discounts are given based on a group size, so in case the number of customers is reduced for whatever reason, remainder may be subjected to a raise, according to the price related to the new group size, displayed in our website All requests for date changes to a booking must be made by e-mail from the person who submitted the booking originally. CHILD POLICY*/AGE RESTRICTIONS Minimum ages change , according to the sightseeing tour or adventure tour you choose. Check below. Minimum ages required for tours: Hang gliding in Rio, paragliding in Rio, parachuting in Rio: 18 years or older Sightseeing tours in Rio: No age restriction Children under 18 years of age are not permitted to travel unless accompanied by an adult. DISCOUNT POLICY Children Discount Children between 5-10 years get a 50% discount on sightseeing tours only. Children up to 4 years of age, do not pay for sightseeing tours, as long as they do not occupy seats, and sit on parents lap. There are no discounts for adventure tours, except for hiking trips. We reserve the right to have at least two adults paying the full price , in order to issue discounts and free passes for children BEHAVIOR C2Rio may refuse to carry a person whose behaviour is detrimental to the enjoyment of the group. By travelling with C2Rio, you agree to accept the authority of the guides and accept their decisions. Our staff are entitled to a safe working environment and our passengers to a great holiday. Any threats to safety, being physical or verbal, or inappropriate behaviour may result in removal from the tour. If a guide requires a passenger to leave the vehicle, no refunds will be given and that passenger will be responsible for his/her own travel costs and arrangements from that point. DAYS OF OPERATIONS In your trip to Rio, please note that we operate tours 7 days a week, under request, year round, except on December 31st and January 1st . Some tours operated outside Rio may not work in certain holidays like Carnival, due to long traffic jams. ABOUT TOUR CONFIRMATION, SCHEDULES AND DELAYS The vouchers ( tickets) issued online after payment is made, always have a departure time displayed on the top. For activities that dont offer transportation, departure time means meeting time. For sightseeing tours, the departure time is the average time the vehicle will arrive at the hotel or address in Rio. Depending on the neighborhood, the window can be of 01 hour. Pick ups usually start in the south area ( copacabana in general), and the vehicle collects customers towards the south area, including ipanema and until Leblon. So if your ticket says 9 am, that is a standard time that considers Copacabana as a point of start. Pick ups in ipanema and Leblon for example, will happen around 01 hour later. ABOUT HANG GLIDING AND PARAGLIDING When customers book hang gliding in rio and paragliding in rio, the departure time on the ticket means the time they must arrive at the hang gliding and paragliding location. It does not mean that customers will fly right away. If the ramp is busy and crowded, it can delay the flights. In normal days, customers will wait from 30 minutes to 60 minutes before they are able to go up to the ramp and fly. In busy days, waiting can be longer, maybe 90 minutes to 2 hours. On very busy days like carnival season and world cup for example, the waiting can be as long as 4 hours. Once up there at the ramp, customers can fly right after the equipment and aircraft are mounted and ready, as long as wind does not change its conditions and as long as ramp is not crowded. If the conditions change before take off and the ramp is closed, customers must wait at least for 60 minutes on the line, before they can decide to cancel the flight and be eligible for a refund. When we have groups of 2 or more people to fly, we reserve the right to use 1 pilot for every 2 , 3 or even 4 passengers, according to the group size and time of the year. Couples sometimes wish to fly together, one after the other with 2 different pilots. This situation can only happen IF we have pilots available for that. At the time of booking, customers need to understand that they may fly with 2 different pilots OR they may fly with the same pilot. In case they fly with the same pilot, one will have to wait for the pilot to return to the ramp. This process takes around 45 minutes. Same thing goes for larger groups of 6, 8 or 10 passengers. ABOUT HELICOPTER TOURS During special seasons, when the airport traffic is very busy, the administration creates a lot of restrictions . We cannot wait for customers for more than 10 minutes after the schedule, otherwise we pay a heavy fine to the airport administration. In this case, the aircraft has to take off empty in order to avoid that fine. Customers will not be eligible for refunds in case they miss the flight. Take your passport with you . This is an airport and the federal police can prevent tourists from getting inside without it. No copies will be accepted by the police and the flight will not happen. Money paid for the flight will not be refunded in this case. Outside these special seasons, we have a tolerance of 30 minutes after the schedule, in case there is no other group booked next. COVERED AREAS FOR PICK UPS If customers are staying within the covered areas, the pick up is guaranteed when the tour includes it. List of covered areas: Copacabana, Ipanema, Leblon, Leme. In case customers are stying outside the covered area, they will have to meet us within the covered area. Usually the best way is to meet us at at the reception of a hotel station CONTACT INFO C2Rio Viagens e Turismo Ltda Me CNPJ 05.873.416/0001-38 Rua Mal. Raul de Albuquerque, 2 - sala 207 Niterói, RJ - CEP 24.370-025 Phone & WhatsApp: +55 21 3504-5730 Email: email@example.com Website: www.c2rio.travel Privacy Addendum We may use third-party service providers such as TripAdvisor to process your personal information on our behalf. For example, we may share some information about you with these third parties so that they can contact you directly by email (for example: to obtain post visit reviews about your experience).