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Terms of use

Natopia Terms of Use Agreement

This Terms of Use Agreement (the "Agreement") describes the terms and conditions applicable to your use of (the”Website”), operated by the company Planet Natopia Soluções Integradas Para Viagens E Turismo Ltda “Natopia” and the products or services (“Experiences”) directly or indirectly made available online through the Website and any related applications.

By purchasing, booking, redeeming, or participating in a Natopia Experience or by accessing, browsing and using the Website you agree that you have read, understood and agreed to be subject to the following Terms and Conditions (including the privacy statement). This Agreement is entered into between you as the user of the Site (the" User") and Natopia.

Natopia may amend this Agreement at any time by posting the amended and restated Agreement on the Site and such Agreement shall be effective immediately at this time. A User’s continued use of the Site after such posting by Natopia shall be deemed to be acceptance of the amended terms. This Agreement was last amended on September 1, 2014.
1. Scope of Services.
Through the Website Natopia provides an online platform through which all types of Experience Provider(s) Experiences are advertised for booking, and through which visitors to and users of the Website can make such bookings. By making a booking through, you enter into a direct (legally binding) contractual relationship with the Experience Provider responsible for the Experience you book and are subject to their terms and conditions. Throughout the booking process, we act solely as an intermediary between you and the Experience Provider, transmitting the details of your booking to the Experience Provider and sending you a confirmation email for and on behalf of the Experience Provider.
2. Experience Suppliers

Natopia acts only as an intermediary to facilitate the booking of an experience and is not a provider of such services or experiences and has no responsibility for any services or Experiences provided or not provided by the Experience Provider or any other party. The Experience Providers provide services directly to customers. Natopia makes no warranty, endorsement, representation, or guarantee regarding the Experience or the Experience Provider, including without limitation the availability, quality, safety, or efficacy of any Experience or Experience Supplier. Experience and Gift Vouchers are issued subject to the terms and conditions of each Experience Provider and Natopia’s terms and conditions.
3. Experience Descriptions

When providing our services, the information that Natopia disclose is based on the information provided to us by Experience Providers. Pictures and descriptions of Experiences included on the Website are strictly for illustrative purposes and might not accurately reflect the actual Experience. Although we will use reasonable skill and care in performing our services we cannot guarantee that, all information supplied is accurate, complete or correct, nor can we be held responsible or liable for any errors, omissions, inaccurate, misleading or untrue information.

Each Experience Provider is responsible for providing us with updated rates, availability, duration, service descriptions and other information which is displayed on our Website and are ultimately responsible at all times for the accuracy, completeness and correctness of the description of the relevant experience (including without limitation, the exact location, estimated duration, waiting times, instruction requirements, minimum and maximum number of other participants and any other limitations, restrictions or requirements related to the relevant Experience, such as age, height, physical condition, weather or other limitations, restrictions or requirements) displayed on the Website.

Natopia reserves the right to delete, add to or otherwise change the description, terms and conditions and the prices for any Experience without prior notice. Natopia shall use commercially reasonable efforts to update the Website to reflect any deletions, additions or other changes to the description or price for any Experience.

4. Use of Vouchers

Natopia Vouchers can only be redeemed for Experiences through the Website, and cannot be redeemed or exchanged for services with any other entity. Vouchers cannot be redeemed or exchanged for cash and hold no cash value.
5. Booking Procedures

Once your booking has been confirmed you will receive a Booking Confirmation Number (“Booking Code”) and Experience Voucher or Gift Voucher. You must present the Booking Code and the Experience or Gift Voucher with Photo ID to the Experience Provider on the date of your Experience in order to participate in the Experience. Failure to present may result in you being refused to participate in the Experience.
6. Experience Requirements

Participation in an Experience is conditioned upon your acceptance of the Natopia terms and conditions and the Experience Provider’s terms and conditions that apply to your specific Experience including the restrictions applicable to participation in an Experience. Participants may also be required to sign an acceptance form or a waiver by the Experience Provider and will be informed of this when they receive confirmation of their booking by the Experience Provider or at the time they present themselves to have the Experience.
Experience Providers are solely responsible for their health and safety standards and operating practices. The Experience Provider has the right to refuse to provide any Experience or any portion thereof to you or your gift recipient for failure to comply with their requirements, terms or conditions or for any reason.
Natopia uses commercially reasonable efforts to communicate all terms, conditions, limitations, and restrictions applicable to participation in an Experience as provided by Experience Providers at the time of booking. The Experience Provider may also supply this at the time of confirming the booking or you can request this from them prior to participating in the Experience.
Cancellations of your Experience after Booking Confirmation due to your inability to meet these requirements or the inability of any other Experience participant to meet these requirements is subject to the cancellation and booking policies of the Experience Provider.
7. Travel

Unless otherwise expressly stated on the Website, the cost of an Experience does not include travel or transportation to and from the location of the Experience or other travel-related expenses. These are your responsibility as the Experience Participant. Natopia is not responsible for damages or losses of any kind whatsoever that may result from travel to any Experience location.

8. Experience/Gift Voucher Delivery

It is the responsibility of the booker of the Experience to correctly specify the email address to which the Experience/Gift voucher should be emailed and Natopia cannot be held responsible for any missing or delayed Experience/Gift Vouchers where an incorrect or incomplete email address has been provided. Further, Natopia, is not liable or responsible for any loss suffered as a result of an Experience/Gift Voucher via email being blocked by filters or firewalls.

9. Lost Gift Vouchers

If an Gift Voucher is received and subsequently lost, the recipient of the Gift Voucher may be eligible to have a replacement voucher emailed to them but this is conditional on them satisfying the verification details as follows:

1. The voucher is still valid and has not yet been used.
2. Proof of booking is provided; either by presentation of the Booking Code, booker’s full name or email address.
3. Natopia is able to correctly verify the person in question as the original recipient.
10. Prices
The prices on the Website are as supplied by the Experience Provider. All pricing is supplied in the base currency selected by the Experience Provider. Any currency converter used is for information purposes only and should not be relied upon as accurate and real time; actual rates may vary. All special offers are marked as such.

11. Discount/Member Benefit Code

Natopia offers promotional discounts from time to time (“Discount Codes”) and discounts to Members of Organizations, Clubs and other entities (“Member Benefit Codes”). If you have a Discount/Member Benefit Code, it should be entered at the final payment screen where prompted. By redeeming any of Natopia’s Discount/Member Benefit Codes, you agree to accept and comply with all of the following terms and conditions of use.

1. If you have been provided a valid Discount/Member Benefit Code, you must enter it into the designated field in the booking cart or you must supply it when requesting a quotation or checking availability of an Experience via the check availability or booking form. Otherwise, your discount will not be applied.
2. Discount/Member Benefit Codes must be used before the designated expiration date. No extensions will be allowed under any circumstances.
3. Discount/Member Benefit Codes and Special Offers cannot be combined.
4. Unless otherwise specified Discount/Member Benefit Codes may only be used once per person.
5. Natopia reserves the right to verify the validity of the Discount/Member Benefit Code used at any time. If there has been (or we have reason to believe there has been) any unauthorized use we will immediately cease all activity on a User’s Account.
6. Natopia reserves the right to remove any Discount/Member Benefit Code without notice at any time.

12. Payment
All payment terms for an Experience are displayed on the Website are as provided by the Experience Provider. Natopia requires your credit card details in order to facilitate payment for some Experiences or pay a refundable guarantee deposit for others upon booking. Natopia’s service is provided free of charge with no additional charges added to the Experience price displayed on the website. In order to safeguard and encrypt your credit card information when used on our website when being transferred we use Secure Socket Layer (SSL) technology for our services.
For some Experiences after you have made your booking with Natopia and paid the a refundable guarantee deposit the Experience Provider will require your credit card details or pre-payment in order to guarantee your booking. For these Experiences you will be required to complete a credit card authorization form with your credit card details which you will be required to send directly to the Experience Provider. Planet Natopia assumes no responsibility for transferring of your credit card details to the Experience Provider and the responsibility for secure storage of your credit card details lies with the Experience Provider.
Certain Experience Providers may not have credit card facilities and so you may be required to make and pre-payment by bank deposit or wire transfer.
Please review the booking conditions for each Experience prior to making your booking.

13. Validity of Vouchers

Both Experience/Gift Vouchers are valid for 6 (six) months from the date of purchase and must be used (date booked and experience taken) within this period. Failure to do so will result in expiration of the voucher and loss of the entire value of your voucher. Expired vouchers are no longer valid and are non-refundable in whole or in part.

If an extension is requested within the validity period of the voucher Natopia may at its discretion grant a 30 day extension period following the expiry date. This extension will be granted conditional on the Experience being booked and taken within the 30 day extension period and if the cost of the experience has increased since the initial purchase you will be required to pay the difference. Vouchers cannot be redeemed past the 30 day extension period.

In the event of the expiration of the voucher, you have the option of reactivation, by paying 50% of the value of the voucher. After reactivating the voucher will have its validity extended for another 6 months.
In case of no show on the date and in the place booked with the Experience Provider for an experience, the voucher automatically expires and will not be refunded and cannot be reactivated.

14. Returns and Refunds

If you have purchased an Experience Voucher and you are not completely satisfied with your choice, you can request a refund of the Experience Voucher within 7 days of the purchase date.

All refunds must be requested by the original purchaser and will be remitted only to the original purchaser in accordance with the original payment method.

Refunds are only permitted for valid vouchers that have not been used, (i.e. where an experience date has not yet been booked with the Experience Provider.) Once you have requested an experience booking with the Experience Provider, your voucher cannot be returned and is not refundable. You will be subject to the cancellation policies of the Experience Provider.

After the elapse of 7 days from the purchase date, no refunds will be granted for ‘Change-of-Mind’.
15. Cancellation
By making a booking an Experience on Natopia, you accept and agree to the relevant cancellation and no-show policy of the Experience Provider for that Experience, which is made available on the Website or can be requested directly from the Experience Provider.
If you wish to modify or cancel your booking, you must contact the Experience Provider directly quoting the Booking Code number provided and formalize your request via e-mail to the Experience Provider with Planet Natopia in copy using the email address

Please note that you may be charged for your cancellation in accordance with the Experience Provider’s cancellation and no-show policy. We recommend that you read the cancellation and no-show policy of the Experience Provider carefully prior to making your booking.

Subject to the cancellation policies of individual Experience Providers cancellations less than 48 hours prior to the scheduled and confirmed date for the Experience will result in the loss of the entire value of your voucher and no refund.

In case of non-attendance on the date scheduled with the Experience Provider, or failing to cancel or rebook prior to having the Experience the voucher will be considered used. There will be no refund.

Certain Experiences on the Website require a non-refundable deposit to guarantee the booking with the Experience Provider. If your booking is cancelled or modified by you up to 45 days before the date of arrival, the guarantee deposit will be converted into credits for future bookings on the Website for a period of 6 months on and from the cancellation date. If you cancel or modify our booking after 45 days, in addition to possible fines levied by the Experience Provider the guarantee deposit will be forfeited and used to cover administrative expenses.

If an Experience Provider needs to cancel an experience for any reason, they will notify you as soon as possible in order to reschedule a convenient alternative date. Natopia and the Experience Provider will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.
16. Withdrawal of an Experience or Location

In the unlikely event that an Experience or Location is withdrawn from Natopias’ offerings, Natopia will, at its option, either (1) provide you with an alternative Experience, or (2) rebook your Experience at a reasonable alternative location.
17. Availability of Experiences

All Experiences are offered by Experience Providers subject to availability. Bookings should be confirmed with Experience Providers at least 15 days in advance in the case of Experiences categorised as Experiences and 30-60 days for Experiences categorized as Discovery or Retreats. If you would like to book during peak times (such as weekends or holidays, Christmas, New Years and Carnival), you should book further in advance. Bookings are not finalized until you have received the email entitled "Booking Confirmation". Any availability dates specified on the website are for guidelines only and are subject to change. For Discovery and Retreat Experiences you are able to check availability by selecting the “Check Availability” button on the Experience Detail page. If you plan to book any Experience at short notice, we recommend that you contact us first to confirm availability before making a booking request.
18. Contact Details Given to Experience Providers

It is your responsibility to ensure you enter your email address and other contact details correctly and in the case of Gifts the email address of the Gift recipient when you complete the Experience booking process on the Website. Failure to do so may result in loss or incorrect delivery of the email confirmation of your Experience and your Experience Voucher or the Gift Voucher of your recipient. As the Experience Provider will be expecting you, and if you do not show, you may end up forfeiting your voucher (subject to the Experience Provider's terms and conditions).

19. The Weather

Many experiences are weather dependent. If on the day of your Experience you have concerns about weather suitability you should contact the Experience Provider directly. If an Experience is canceled due to weather conditions, the Experience Provider may offer you an opportunity to reschedule the Experience in accordance with its terms and conditions or offer you a refund. If you incur additional expenses or losses caused by unforeseen weather conditions Natopia cannot be responsible for any resultant damages or loss.

20. Complaints about an Experience

If you have a problem or a complaint on the day of your Experience, please bring this to the Experience Provider's attention immediately.

21. Insurance

The Experience Provider has the sole responsibility for all aspects of the execution or performance of the Experience. Many Experience Providers provide insurance with their activity but it is the Participants responsibility to make independent enquiries with the Experience Provider as to whether insurance coverage is provided, the risks involved in the Experience or if they need to acquire their own insurance coverage.

22. Reviews
Natopia provides an opportunity for users to upload onto the relevant Experiences detail page of the Website their opinion or rating of the Experience and the Experience Provider. A review may also wholly or partly be used by Natopia at its sole discretion for marketing purposes on its Website or other social media or online platforms used or controlled by Natopia. Natopia also reserves the right to modify, refuse or remove reviews at its sole discretion.
23. Intellectual Property
The Natopia trademark, and related service marks, designs, and logos (collectively, the "Natopia Trademarks") displayed on the Website are the registered and unregistered Trademarks of Natopia and its licensors and are protected under applicable copyright, trademark and other proprietary rights laws. The unauthorized copying, modification, use or publication of these marks is strictly prohibited.
24. Disclaimer of Warranties


If any part of this disclaimer is held to be invalid, the remaining parts will continue to be valid and enforceable.

25. Limitation of Liability

To the maximum extent permitted by law, Natopia and its officers, directors, employees, representative, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents shall accept no responsibility and shall not be liable for and you the User agree to defend, indemnify, and hold them harmless for any direct loss, injury, claim, cost, damage, causes of action, demands, recoveries, losses, damages, fines, penalties, other costs or expenses of any kind or any special, exemplary, punitive, indirect, incidental, or consequential damages (including, without limitation, loss of profits, revenues, business opportunities or business advantages) or expenses, whether based in contract, breach of warranty, negligence, tort, strict liability or any other legal theory, directly or indirectly relating to:

(i) your use or misuse of the Website and/or service;
(ii) any inaccuracy relating to the information of the Experience as made available on the Website,
(iii) the services rendered or the products offered by the Experience Provider,
(iv) for any acts, omissions, errors, breaches, willful misconduct, omissions, non-performance, misrepresentations or default, whether negligent or otherwise of any Experience Provider or third party.
(v) any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control
(vi) any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use, disruption of the content or services or delay of the Website, or
(vii) for any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you,
(viii) your violation of any law or the rights of a third party;
Subject to the limitations set out in these terms and conditions and to the extent permitted by law, if Natopia is found liable for any loss or damage which arises out of or if in any way connected with shortcoming of our obligations in respect to our services, the liability of Natopia shall in no event exceed, in the aggregate, the aggregate cost of the Experience you have booked as set out in the confirmation email and the Experience Voucher or Gift Voucher.
This limitation of liability shall survive the termination of your relationship with Natopia for any reason.
26. Privacy Policy

The booking of or participation in an Experience implies acceptance of the Natopia Privacy Policy. Natopia respects your privacy. Please have a look at our privacy policy for further information.
27. General
27.1 Any provision of this Agreement that is or becomes illegal, void or unenforceable will be ineffective to the extent only of such illegality, voidness or unenforceability and will not invalidate the remaining provisions.

27.2 The failure or omission by Natopia at any time to enforce or require strict or timely compliance with any provision of this Agreement will not affect or impair that provision, or the right of Natopia to avail itself of the remedies it may have in respect of any breach of a provision, in any way, nor shall the waiver of Natopia of a breach of any provision hereof be taken or held to be a waiver of a provision itself.

27.3 Natopia shall have the right to assign this Agreement (including all of its rights, titles, benefits, interests, and obligations and duties in this Agreement and in any agreement relating to Services) to any person or entity (including any affiliates of Natopia). The User may not assign, in whole or part, this Agreement to any person or entity.

27.4 This Agreement is governed by and will be construed in accordance with Brazilian legislation and the parties irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of the Central Court of the City of São Paulo, State of Sao Paulo.