This policy (“Cancellation Policy”) represents the motives that allow the cancellation of the Experiences granted to the Users of OXdreams Platform, describing the conditions in which the cancellation or rescheduling is free of penalties or fees. This Policy is bound by the General Terms and Conditions of Use (“Terms”).
Advertising Users must fulfill all commitments agreed upon with the Purchasing User, in all cases. Failure to fulfill these commitments may result in the following penalties, which may be applied cumulatively:
• Payment of an additional fee referring to the cancellation fee, which will be deducted from the value of that Experience, in an sum equivalent to 35% of the price of the canceled experience;
• Partial block on the sale of Experiences; and
• Inclusion of a public statement about the cancellation.
In case of recurrence, the profile of the Advertising User may be blocked for an indefinite period of time for the sale of Experiences.
Without prejudice, in the motives below, an Advertising User may rebook or cancel the Experience, without suffering penalties:
If any medical, family or personal emergency related to a fortuitous event or force majeure prevents the Advertising's User from participating in the Experience, the User may reschedule or cancel – provided that they notify the Acquiring User and signalize this event on the Platform as soon as possible. Events that allow rescheduling or cancellation must be unexpected and extraordinary in order to qualify as a fortuitous event or force majeure. Such emergencies may include: the death of the Advertising User or an immediate relative, illness or accident that results in debility of the Advertising User, damage or danger of serious damage to the tangible property of the Advertising User, among other motives of substantial impediment to the realization of the Experience. In all cases, the emergency event must be proven by the Advertising User on the Platform within 2 (two) weeks after the event occurs, through documentation that attest to the validity and veracity of the reported incident. The supporting documentation of these personal emergencies may include: death certificates or news of death, doctor’s note issued by a qualified professional, court documents or police reports related to a material damage situation, and such.
Events of force majeure or unforeseeable circumstances that, in any way, prevent the presence of the Advertising User at the designated location of the Experience and at the scheduled time will also be admitted as legitimate reasons for rescheduling or cancellation. Such circumstances may include: the unexpected interruption of transport, such as flight cancellations, buses or roadblocks due to unrelated motives with the Advertising User (for example, due to natural disasters or the sole fault of third parties), mobility impediment and interruptions of public services determined by the competent governmental authority, .In addition, if the Experience involves activities meant to be carried outdoors, unfavorable weather conditions will also be considered a legitimate cause for cancellation, and the Advertising User won’t be subjected to any penalty.
In these cases, documentation of proof of the emergency incident will also be required and must be presented on the Platform by the Advertising User within 1 (one) week.
Purchasing Users may cancel the purchased Experiences within 7 (seven) days from the date of purchase, provided that the Experience has not yet occurred, and at least 4 (four) days before the scheduled date of the Experience. In such cases, the User will be entitled to a full refund of the amount they paid previously for that Experience. Cancellations or reschedules outside of these conditions will bound the Acquiring User to paying the cancellation fee of 35% (thirty-five percent), which will be withheld from the refund of the Acquiring User.
Without prejudice, the Acquiring User will also be allowed to cancel any of the events of unforeseeable circumstances or force majeure listed above for Advertising Users without the application of a penalty, provided that the Acquiring User submits the respective supporting documentation within the stated deadlines.
Purchasing Users may cancel the purchased Experiences within 7 (seven) days from the date of purchase, provided that the Experience has not yet occurred, and at least 4 (four) days before the scheduled date of the Experience. In such cases, the User may reschedule to a different date and time within the same Experience. The Purchasing User may also add and/or remove participants. The same conditions of Cancelling an Experience apply: payment of a cancellation fee if the designated deadlines aren’t fulfilled; reschedule without paying the cancelation fee if the rescheduling is necessary due to one of the emergency situations described above in Personal Emergencies and Other Emergencies.