After confirmation of the reservation, if there is a need to cancel or change the date of the reservation, the customer must communicate in writing (email) to the Reservation Center of the Legado das Águas (reservas@legadodasaguas.com.br). Cancellations or changes by phone will not be accepted. Cancellation or change of dates will be subject to availability and charges as stated below in the Reservations and Cancellations Policy.

Considering pandemic and epidemic scenarios, from the confirmation of the reservation or purchase of tickets, with the need to reschedule the date in case of contamination by COVID or Influenza, the customer must communicate in writing (via email) to the Legado das Águas Call Center (contact@legadodasaguas.com.br) within 3 calendar days, after the date of the visit, attaching the medical certificate (medical certificate, PCR examination or rapid test)change by telephone or alteration without a document proving the state of health. The customer will have a period of up to six (6) months to reschedule his visit from the date of the first reservation, after that period will not be entitled to new reschedules. Cancellation or rescheduling of dates will be subject to availability and charge of fees as per the items below the Reservations and Cancellations Policy.

The cancellation policy instructed by EMBRATUR in accordance with Normative Deliberation no. 165/95, proceeds as follows:

• In case of early departure of the contracted nights, there will be no refund of the amount paid in advance.
• Notice of cancellation up to 14 days in advance of the check-in date, there is a refund of 100% of the amount paid, or the credit of 100% of the amount paid to be used on another date, within 12 months.
• Notice of cancellation up to 7 days in advance of the check-in date, there is a refund of 50% of the amount paid, or the credit of 50% of the amount paid to be used on another date, within 12 months.
• Notice of cancellation less than 7 days from the date of check-in, there is no refund or credit of the amount paid.

• Notice of cancellation 30 days in advance there is no penalty application;
• Notice of cancellation up to 15 days in advance of the date of the visit will be applied fine 15% of the total amount budgeted;
• Notice with 7 days or less from the date of the visit will be applied fine of 20% of the total amount budgeted.

Considering the pandemic period, the Legado das Águas follows the guidelines of the São Paulo Plan for the resumption of activities and therefore may, at any time, phase back having to suspend visits according to the guidelines of the Government of the State of São Paulo. In this case the customer may reschedule the visit when the activities resume, not being mandatory the reimbursement of the amount paid as a reservation or purchase of ticket by the Legado das Águas, in accordance with LAW No 14,046, AUGUST 24, 2020 that provides emergency measures to mitigate the effects of the crisis resulting from the covid-19 pandemic in the tourism and culture sectors.

Any and all changes that occur in the activities, of any nature (date, time, place, etc.), will be communicated through the contact informed at the time of purchase and through the official channels of Legado das Águas (website and social networks). It is the responsibility of the customer to track such notifications and keep informed about the activity they have chosen. The service in official channels is carried out in business hours, from Monday to Friday, through WhatsApp (11) 97278-3855 and on weekends by phone (11) 96907-0589.

The exchange of activity will not be allowed unless any of the activities is suspended for reasons of chance or force majeure event (weather conditions and others). In this case, the customer may reschedule or opt for another activity, limited to the available dates, requesting the change through the email contact@legadodasaguas.com.br.

It will be allowed to give up the package purchased by digital means, without charge, within seven (7) days. If the purchase occurs within 7 days prior to the activity, the withdrawal must occur within 24 hours after confirmation of payment and receipt of proof.

*The customer will be subject, if requested, to send by email a bank receipt for the return of the amount occurs.

This topic concerns the cancellation of reservations by the Legado das Águas due to climatic issues and/or operational problems that prevent the realization of the object of the reserve. In this case, the agency can reschedule or ask for the money back through the email contact@legadodasaguas.com.br. In the case of activities, Legado das Águas reserves the right to cancel it if it does not reach the minimum number of participants for its accomplishment. In this case, the agency will be notified by email or phone within 3 working days before the activity.