Terms & Conditions

Effective date: 19th October 2025

Company: Via Saudade Ltd • Company No: 16685501 • Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom

Trading name: Via Saudade

Jurisdiction: United Kingdom (England & Wales law)

Introduction

1.1 These Terms & Conditions (“Terms”) govern the sale of travel services and package tours (“Services”) by Via Saudade Ltd (“we”, “our”, “us”) to you (“you”, “client”).

1.2 By booking with us, you agree to these Terms, your Booking Confirmation, and all pre-contract information supplied to you.

1.3 These Terms are governed by the laws of England & Wales. Nothing in them affects your mandatory consumer rights under UK or EU law.

Booking & Contract Formation

2.1 You must be aged 18 or over to book. Minors must travel accompanied by a parent or legal guardian.

2.2 A 20% non-refundable deposit per person is required to secure a booking.

2.3 The balance must be paid no later than 60 days before departure. Failure to pay may result in cancellation and forfeiture of the deposit.

2.4 Your contract with us forms when we issue a written Booking Confirmation.

2.5 All correspondence and confirmations are sent electronically unless otherwise agreed.

Price, Payment & Financial Protection

3.1 Prices are in GBP (£) and include UK taxes unless stated otherwise. Exchange rates may affect total costs if payment is made in another currency.

3.2 Payment can be made by debit/credit card, bank transfer, or other approved methods.

3.3 Currency Display and Processing

Prices shown on our website may be displayed in euros (€) for convenience. All payments are processed in British pounds sterling (£) through our secure partners Stripe Payments Europe Ltd and Wise Payments Ltd. The euro amounts are indicative; the final GBP charge may vary slightly due to exchange rates. Via Saudade applies no currency markup, though your bank may apply its own conversion fee. Invoices are issued in GBP.

3.4 Payment Channels

Payments can be made by credit/debit card via Stripe or by bank transfer via Wise Business (UK). Both are authorised and regulated under UK FCA rules and PCI DSS standards. Via Saudade does not store or access your full card or banking details.

3.5 Refund Method and Timing

Refunds are made through the same channel used for payment (Stripe or Wise) and normally within 14 business days. Transaction fees charged by these processors are non-refundable once payment is complete. Refunds are issued in GBP; exchange-rate differences are outside our control.

3.5 A Processing and Third-Party Fees

All payments are subject to the standard processing fees charged by our payment providers (Stripe and Wise). Any transaction, transfer, or currency conversion fees applied by these providers or your issuing bank are borne by you. Via Saudade does not charge any hidden surcharges beyond the amount displayed at checkout. If exchange-rate movements occur between booking and payment settlement, the final GBP amount charged may differ slightly from the indicative euro amount shown on our website. Your card issuer or bank may apply its own international or conversion charges; such fees are outside our control.

3.6 Anti-Fraud & Verification

To comply with anti-money-laundering and “know-your-customer” (KYC) obligations, we may request proof of identity or payment method before confirming or refunding a booking. Failure to provide requested verification may delay processing.

3.7 Payment Processor Holds

In limited cases Stripe or Wise may temporarily hold or review transactions for compliance reasons. Via Saudade is not responsible for such third-party delays but will release or refund funds promptly once cleared.

3.8 Processor Responsibility

Via Saudade is not liable for any technical malfunction or delay by Stripe or Wise arising from maintenance, connectivity, or payment-network issues. Payment obligations remain valid and will be completed once service resumes.

3.9 Accepted Payment Methods and Lawful Use

We accept only card payments through Stripe and transfers via Wise. We do not accept cash or any payment outside these authorised channels. Payments are accepted solely for travel services offered by Via Saudade and not for any other purpose.

3.10 Price Adjustments

After confirmation, prices may increase only due to (a) transport costs (fuel, taxes, fees) or (b) exchange-rate fluctuations. Any increase exceeding 8% of total price allows you to cancel for a full refund. No increases will be made within 20 days of departure. Price reductions will be passed on if costs decrease.

3.11 Financial Protection

Client payments are protected under the UK Package Travel and Linked Travel Arrangements Regulations 2018 (“PTR 2018”) through a secure trust account or insurance policy. Details are provided at booking.

3.12 Additional Charges and Balances

If you purchase extra services or upgrades after your initial booking, these will be processed as separate payments through Stripe or Wise. All associated provider fees, conversion costs, or transfer charges are your responsibility. Any subsequent refunds or adjustments will follow the same transaction and refund fee conditions described above.

Minimum Numbers & Organiser’s Right to Cancel

4.1 Some group tours require a minimum number of participants. This will be specified in your tour description.

4.2 If minimum numbers are not reached, we may cancel the trip with at least 30 days’ notice before departure and provide a full refund, including your deposit.

4.3 We may also cancel due to unavoidable and extraordinary circumstances (see Section 6) with the same refund rights.

Cancellations by You

5.1 You may cancel at any time by written notice. The following charges apply unless a more favourable right is provided under your local law:

Within 72 hours of booking (if 90+ days before departure): full refund.
≥60 days before departure: 20% fee (deposit retained).
59–30 days before departure: 50% of total cost retained.

<30 days before departure: 100% of total cost retained.

5.2 Travel insurance is strongly recommended to cover cancellations.

5.3 If you do not show up or fail to complete the trip, no refund will be made.

5.4 Processing and Refund Costs

Refunds are processed through the same payment channel used for the original transaction (Stripe or Wise). Processing or transaction fees retained by Stripe or Wise are non-refundable. Refunds are issued net of such charges and may be adjusted for currency conversion or international transfer costs. Any difference in exchange rate between payment and refund dates may cause a minor variation in the final amount received; Via Saudade is not responsible for such fluctuations.

Cancellations or Changes by Us

6.1 We may cancel a trip if unavoidable and extraordinary circumstances occur (e.g., political instability, natural disasters, safety risks, pandemics).

6.2 In case of cancellation, you may choose between a full refund or an alternative departure of equivalent or higher value (if available).

6.3 For significant changes to key itinerary elements, you may accept the change, take an alternative, or cancel for a full refund.

6.4 Minor adjustments (accommodation substitutions, order of visits) do not entitle compensation.

Changes by You

7.1 Requests to change travel dates, names, or services must be submitted in writing. We will assist if feasible and will pass on any supplier costs incurred.

7.2 You may transfer your booking to another traveller up to 14 days before departure, subject to written notice and payment of any actual transfer costs.

Your Responsibilities

8.1 You must ensure you have valid passports, visas, vaccinations, and travel documents.

8.2 You must disclose any medical conditions relevant to your travel and confirm you are fit to participate.

8.3 You are responsible for securing comprehensive travel insurance covering medical expenses, cancellation, and repatriation. Proof may be requested.

8.4 You must act responsibly and comply with local laws in Brazil. We reserve the right to refuse service or remove travellers whose behaviour endangers others or damages property, without refund.

Liability & Organiser Obligations

9.1 We are responsible for proper performance of all travel services included in your package under UK PTR 2018, irrespective of whether those services are provided by us or suppliers.

9.2 Compensation may be limited by international conventions (e.g., Montreal, Athens, CMR) where applicable.

9.3 We are not liable for failures caused by: (a) you; (b) unforeseeable or unavoidable acts of third parties unconnected with the travel services; or (c) unavoidable and extraordinary circumstances.

9.4 We will provide appropriate assistance to travellers in difficulty, including information, contact with local authorities, and alternative travel arrangements. If the difficulty is caused by your negligence, we may charge reasonable costs.

9.5 Optional excursions or services not purchased as part of your package are not covered by our liability.

Travel Documents & Special Requests

10.1 We will send pre-departure information and travel documentation in good time. Check details carefully and report errors promptly.

10.2 We will pass on special requests (dietary, room type, accessibility) to suppliers but cannot guarantee fulfilment unless confirmed in writing.

Complaints & Dispute Resolution

11.1 If a problem arises, notify us and the local supplier immediately to allow prompt resolution.

11.2 If unresolved, submit a written complaint within 28 days after your trip.

11.3 Disputes are subject to the exclusive jurisdiction of the courts of England & Wales. EU residents may alternatively use the European Online Dispute Resolution (ODR) platform.

11.4 Payment Disputes and Chargebacks

If you believe a payment error has occurred, contact us at operations@viasaudade.com before initiating a chargeback. We will work to resolve issues promptly under Stripe’s and Wise’s dispute frameworks. Via Saudade reserves the right to provide evidence to these providers during investigations. Unfounded chargebacks may incur dispute fees deductible from any refund due.

11.5 Nothing limits your statutory rights.

Data Protection & Marketing

12.1 We comply with the UK GDPR and EU GDPR. Personal data is processed only for booking management, communication, legal compliance, and marketing (where consented).

12.2 Payment Data Handling

All payment data is processed securely by Stripe Payments Europe Ltd and Wise Payments Ltd, regulated under UK FCA and GDPR standards. Via Saudade does not retain or access full card numbers. Financial data may be transferred securely to these processors solely for completing transactions in accordance with UK GDPR, EU GDPR, and, where applicable, Brazil’s LGPD.

12.3 See our Privacy Policy for details of your rights and how to contact our DPO.

12.4 Marketing emails are sent only with your opt-in consent and can be withdrawn at any time.

Governing Law

These Terms and all contracts with Via Saudade Ltd are governed by the law of England & Wales. Disputes will be resolved exclusively by its courts, unless mandatory consumer protections in your country of residence apply.

This document complies with Stripe’s and Wise’s payment-processing frameworks applicable to UK-registered businesses. All payment-related obligations are interpreted in accordance with UK law and those providers’ contractual terms.

Severability & Amendments

If any clause is held invalid, the remaining clauses remain in full force. We may update these Terms periodically; the version in force at the time of booking applies.

Acknowledgement of Payment Providers

By making a booking, you acknowledge that payments and refunds are processed by Stripe and Wise under their respective Terms of Service and Privacy Policies. Exchange-rate variations, processing times, and fees are governed by those providers’ systems and by UK law.

Appendix: Key Rights under the Package Travel Regulations 2018

You will receive all essential information about your trip before concluding the contract.
There is always at least one responsible organiser accountable for the proper performance of all travel services.
You are given an emergency contact for assistance during your trip.
You may transfer the package to another person within reasonable time.
The price may increase only under strict conditions; decreases will also apply.
You can cancel before departure with standard fees; in extraordinary circumstances, without fees.
If significant changes occur, you may accept, switch to an alternative, or cancel for a refund.
If we become insolvent, payments are protected by our financial protection arrangement.