Terms and Conditions

Last updated: 11 August 2026

Planning a trip involves coordination between different providers, such as airlines, hotels, local tour operators, transport companies, insurers and attractions. These Terms and Conditions clearly set out the general rules applicable to services booked with Memphis Agência de Viagens e Turismo Ltda., registered under Brazilian corporate taxpayer number (CNPJ) 04.482.379/0001-74, with its registered office at Avenida Francisco Matarazzo, 1752, suites 306 and 307, Água Branca, São Paulo — SP, postal code 05001-200, hereinafter referred to as “Memphis Turismo”.

Consumer relationships remain subject to applicable Brazilian legislation, particularly the Consumer Protection Code, the General Tourism Law and the General Personal Data Protection Law.

1. Application of these Terms and travel documents

1.1. These Terms establish general conditions for quotations, bookings and tourism services sold or arranged by Memphis Turismo.

1.2. Each booking may be supplemented by specific documents, including an individual contract, amendments, an accepted commercial proposal, booking confirmation, itinerary description, receipts, tickets, insurance policy or certificate, vouchers and suppliers’ fare rules made available to the customer.

1.3. Where a specific condition applies to a particular booking, the following shall take precedence in this order:

1. the individual contract and any amendments;

2. the accepted proposal, booking confirmation and itinerary description;

3. the suppliers’ fare or operating rules communicated before booking; and

4. these general Terms and Conditions.

1.4. The precedence described above is limited to the specific matter covered in the booking document and does not exclude mandatory rights guaranteed by applicable legislation.

1.5. The customer is the person responsible for entering into the contract and making payment. Where the customer and the passengers are not the same person, the customer must share all documents and instructions received with every traveller, provide accurate information and inform Memphis Turismo of each passenger’s relevant needs.

1.6. Information, promises, complimentary services or changes communicated verbally will form part of the booking only when confirmed in writing by Memphis Turismo.

2. Role of Memphis Turismo and suppliers

2.1. Depending on the nature of the service, Memphis Turismo may act as an organiser, direct provider or intermediary for services supplied by third parties, including airlines, hotels, cruise companies, transport companies, local tour operators, guides, insurers, rental companies and attractions.

2.2. Services performed by third parties are subject to their respective operating rules, availability, schedules and fare conditions, provided that these are properly communicated to the customer and comply with applicable legislation.

2.3. The involvement of third-party suppliers does not exclude Memphis Turismo’s legal obligations. If a supplier fails to deliver, cancels or changes a service, the agency will support the passenger, assist with communications and seek an appropriate solution, in accordance with its role in the booking and applicable legislation.

3. Quotations, prices and included services

3.1. The proposal specifies the included services, travel dates, accommodation category, number of passengers, currency, price validity, payment conditions and other relevant features.

3.2. Only services expressly described in the accepted proposal, contract, booking confirmation or itinerary are considered included. Optional excursions, meals, drinks, gratuities, local charges, baggage, visas, vaccinations, insurance and any other items not stated as included are the passenger’s responsibility.

3.3. Quotations are subject to supplier availability and confirmation. Sending a proposal or displaying an itinerary on the website does not guarantee a booking or fix the price beyond the stated validity period.

3.4. International services are quoted in United States dollars (USD). The applicable price will be stated in the proposal or individual contract.

3.5. Prices displayed on the English and Spanish versions of the website are expressed in USD. The final booking amount will be the amount stated in the accepted proposal or individual contract.

3.6. Known government charges, taxes, airport fees, tourism taxes, resort fees and local charges will be disclosed where applicable. Amounts introduced or changed by authorities or suppliers after booking will be handled in accordance with legislation and the booking’s specific conditions.

4. Booking, confirmation and payment

4.1. A booking will be considered confirmed only after the proposal has been accepted, the required documents have been formalised, payment has been identified and Memphis Turismo has issued written confirmation, subject to supplier availability.

4.2. Choose either a 3% discount for full payment upfront or a 25% deposit at the time of purchase, with the remaining balance payable no later than 40 days before the trip. The upfront-payment discount can be combined with applicable promotions; discounts are applied successively.

4.3. International payments in USD are received through our Wise account. Payments are subject to the effective clearance of funds. Where applicable, card payments are subject to approval by the card issuer and the relevant fraud-prevention procedures.

4.4. Late payment may affect bookings, fares or availability. If the trip has not yet begun, Memphis Turismo may suspend services that have not yet been issued or confirmed after notifying the customer and, where appropriate, allowing a reasonable opportunity to remedy the delay. Any charges will be those provided for in the individual contract and permitted by law.

4.5. The customer must immediately check the names, dates, services, amounts and other information in the proposal and confirmation. Costs resulting from incorrect information supplied by the customer or passenger may be passed on, provided they are substantiated beforehand.

5. Right of withdrawal

5.1. For contracts entered into away from the business premises, the consumer may exercise the statutory right of withdrawal within the legal period, where applicable, through the same channels used to make the booking or by email to atendimento@memphisturismo.com.br.

5.2. Memphis Turismo will acknowledge receipt of the request and carry out the applicable cancellation and refund procedures in accordance with the legislation in force.

6. Cancellations, changes, rescheduling and transfers

6.1. Requests for cancellation, changes, rescheduling, passenger substitution, booking transfers or credit must be made in writing by the customer, preferably by email to atendimento@memphisturismo.com.br. The request will be considered received once Memphis Turismo has acknowledged it.

6.2. Whether a change is possible, its cost and any credit depend on the notice given, availability, services already confirmed or issued and each supplier’s rules.

6.3. After the statutory withdrawal period, where applicable, and unless the proposal or individual contract establishes specific conditions, a cancellation requested by the customer may be subject to the following penalties on the value of the affected tour or package:

• 61 days or more before the start of the first booked service: 15%;

• 60 to 31 days before the start of the first booked service: 25%;

• 30 to 15 days before the start of the first booked service: 50%;

• from 14 days before the start of the first booked service up to its start date: up to 100%.

6.4. In addition to the applicable penalty, substantiated non-refundable amounts already paid or owed to suppliers, such as issued tickets, admission tickets, visas, committed allotments and accommodation booked at restrictive rates, may be deducted. The same item will not be charged twice, and total deductions will not exceed the total value of the cancelled services or the limits permitted by law.

6.5. The cancellation statement will show, where applicable, the penalties, amounts retained by suppliers and balance to be refunded. Any refund due will be processed without undue delay, taking into account the payment method, statutory deadlines and operational timeframe communicated by suppliers.

6.6. Airline tickets, cruises, promotional fares, groups, allotments and special dates may have different rules, including restrictions on changes, refunds or passenger substitution. These conditions must be communicated before booking and will prevail for the relevant service, subject to applicable legislation.

6.7. A passenger’s failure to arrive for departure or a confirmed service may be treated as a failure to appear (no-show) and result in the loss of the service, in accordance with applicable rules. For air travel, the airline may automatically cancel subsequent flights if a segment is not used; the passenger must therefore contact the airline and Memphis Turismo immediately.

6.8. Services voluntarily left unused during the trip do not automatically entitle the passenger to a refund, without prejudice to rights provided by law or the specific booking conditions.

7. Supplier changes and circumstances beyond the parties’ control

7.1. Schedules, flights, means of transport, hotels, the order of visits and other operational elements may be changed by suppliers, authorities or local circumstances. Whenever possible, Memphis Turismo will communicate the change and seek to preserve the purpose, category and overall quality of the booked services.

7.2. If a significant change prevents a service from being delivered as booked, the applicable alternatives will be presented. These may include an equivalent replacement, rescheduling, credit or a refund, depending on the cause of the change, amounts recovered from suppliers and applicable legislation.

7.3. In unforeseen events or force majeure situations, such as natural disasters, health emergencies, conflicts, acts of public authorities, border closures or serious political instability, Memphis Turismo will work with suppliers to seek the most appropriate solution. Options and timeframes will be assessed in light of the specific circumstances, legally applicable rules and recoverable amounts, without waiving rights guaranteed by law.

7.4. In the event of flight delays, cancellations, interruptions or denied boarding, the airline is responsible for providing the alternatives and assistance required by applicable regulations. Memphis Turismo will help the passenger communicate with the carrier where the ticket was purchased through the agency, without prejudice to the responsibilities assigned by law to each party involved in the booking.

8. Documentation, visas, vaccinations and immigration

8.1. The passenger is responsible for carrying valid, legible documents suitable for every part of the trip, including stopovers and connections, and for meeting the destinations’ immigration, health and customs requirements.

8.2. For domestic travel, the documents accepted by the carrier and competent authorities must be observed. International travel may require a passport with a minimum period of validity and available pages, a visa, electronic authorisation, proof of accommodation, an onward or return ticket, insurance, vaccination and other documents.

8.3. Some Mercosur countries accept Brazilian identity cards under certain conditions. Other professional or official identity documents may not be accepted for immigration purposes. The passenger must confirm the latest rules with the official authorities and the carrier.

8.4. Obtaining a visa, entry authorisation or health certificate does not guarantee admission to the destination; that decision rests exclusively with the local immigration authority.

8.5. Children and adolescents are subject to specific documentation and authorisation rules for domestic and international travel. Their responsible adult must check the current requirements of Brazil’s National Council of Justice, immigration authorities and carriers in advance.

8.6. Guidance provided by Memphis Turismo is supplementary and based on the information available at the time. As requirements may change without notice, the passenger must carry out a final check using official sources before travelling.

8.7. Denied boarding or entry due to missing, expired, damaged or inconsistent documents, or an unmet personal requirement, may result in the loss of services and additional costs. Each situation will be assessed according to its cause, supplier rules and applicable legislation.

9. Travel insurance and traveller assistance

9.1. Unless expressly included, the package does not include travel insurance or a traveller assistance plan.

9.2. Memphis Turismo strongly recommends taking out coverage appropriate for all passengers and the full duration of the trip, including, depending on the destination and the traveller’s circumstances, medical and hospital expenses, pre-existing conditions, cancellation, interruption, baggage, delays and participation in specific activities.

9.3. Some destinations require insurance with minimum coverage. The passenger is responsible for checking and meeting this requirement.

9.4. Where insurance is included or purchased through Memphis Turismo, the policy or certificate and its coverage, exclusions, limits and procedures will prevail. Requests to extend coverage must be made before issue and may incur an additional charge.

10. Health, mobility and specific needs

10.1. The customer must notify Memphis Turismo in writing, preferably before confirmation, of health conditions, allergies, dietary restrictions, disabilities, reduced mobility or other needs that may affect service delivery or require adjustments.

10.2. Memphis Turismo will treat this information confidentially and seek to establish what reasonable adjustments are available from suppliers, but their availability will depend on the infrastructure, legislation and conditions at the destination.

10.3. Where there is doubt about fitness for a particular activity, a prior medical assessment is recommended. Suppliers may restrict participation in a specific activity for an objective safety reason and should, where possible, provide suitable guidance or an alternative.

11. Transport, baggage, accommodation and cruises

11.1. Baggage allowances, the number of items, weight, dimensions and permitted contents are determined by each carrier and may vary between segments of the same trip. Baggage is included only where expressly stated in the booking documents.

11.2. Documents, money, medication, keys, electronic equipment and valuables must remain in the passenger’s care and, where permitted, be carried in hand baggage.

11.3. The passenger must observe the time shown on the ticket or voucher and the advance arrival time required by the supplier. As a general guide, arrival at least two hours before domestic flights, four hours before international flights and five hours before cruises is recommended, unless the carrier advises otherwise.

11.4. Accommodation times are set by each establishment. In many destinations, check-in is in the afternoon and check-out in the morning. Early arrival or late departure does not guarantee access to the room without an additional night’s charge or prior confirmation.

11.5. Double rooms and cabins may have one double bed or two single beds, subject to availability. A third or fourth person may be accommodated in an extra bed, sofa bed, bunk bed or equivalent arrangement.

11.6. For charter flights and committed allotments, the airline, schedules, airport and seat selection rules may be changed by the operator or carrier. Specific restrictions will be stated in the proposal or confirmation.

11.7. Baggage damage, loss or delay must be reported to the carrier immediately, while still at the terminal, and documented by the passenger. Memphis Turismo may assist with guidance and communications where the service was booked through the agency.

12. Vehicle rental, currencies and local expenses

12.1. Vehicle rental is subject to the rental company’s requirements, which may include a minimum age, a minimum period holding a driving licence, an International Driving Permit and a credit card in the driver’s name with sufficient available credit for the security deposit.

12.2. The passenger is responsible for knowing the foreign exchange, customs and currency declaration rules applicable in the countries visited.

12.3. Personal expenses, security deposits, consumption charges, optional services and fees charged directly at the destination are not included in the package unless expressly stated otherwise.

13. Personal belongings, theft and incidents at the destination

13.1. The passenger must look after their belongings and use safes or other security facilities made available by suppliers.

13.2. In the event of theft, robbery, loss of documents or disappearance of belongings, it is recommended that the responsible service provider be notified immediately, a report be filed with the local authorities and the insurer be contacted where coverage applies.

13.3. Each party’s responsibility will be determined in accordance with the circumstances of the case and applicable legislation. Memphis Turismo will provide reasonable guidance to the passenger while assisting with the incident.

14. Optional excursions and services purchased at the destination

14.1. Optional services form part of the booking with Memphis Turismo only where expressly stated in the proposal, contract or confirmation issued by the agency.

14.2. Excursions or activities purchased directly by the passenger at the destination, without payment collection, confirmation or issue by Memphis Turismo, establish a direct relationship with the local provider. Checking accreditation, safety conditions, insurance, cancellation policy and documentation before purchase is recommended.

15. Conduct during the trip

15.1. Passengers must respect the laws, local customs, safety rules and reasonable instructions of guides, carriers and other providers.

15.2. Conduct causing significant risk, violence, harassment, damage or serious disruption to the group may lead to the passenger’s participation in a particular activity or the remainder of the trip being terminated, following a warning where urgency and safety allow.

15.3. Additional expenses arising from an act proven to be attributable to the passenger will be their responsibility. Any refund for unused services will be assessed in light of the circumstances, recoverable amounts and applicable legislation.

16. Conditional discounts and benefits

16.1. Fares for students, older people, retirees or members of another eligible category require presentation of the valid documents requested by the supplier or responsible authority.

16.2. If the passenger cannot prove eligibility, they may have to pay the difference or lose the benefit, in accordance with the rule communicated in advance.

17. Personal data and use of images

17.1. Memphis Turismo will process personal data to prepare proposals, formalise and perform contracts, make bookings, issue documents, provide customer service, comply with legal obligations and exercise rights.

17.2. To make the trip possible, data may be shared with essential suppliers, such as airlines, hotels, tour operators, guides, insurers, payment providers and electronic signature platforms. For international travel, this processing may involve sending data to providers located abroad, subject to the safeguards and circumstances permitted by law.

17.3. Information relating to health, accessibility or dietary needs will be used only where necessary for safety, assistance or the proper delivery of services.

17.4. Information about legal bases, retention periods, security, sharing and data subject rights is available in Memphis Turismo’s Privacy Policy . Requests relating to personal data may be sent to atendimento@memphisturismo.com.br.

17.5. Passengers’ images or voices will not be used for promotional purposes solely on the basis of these Terms or the data subject’s silence. Any promotional use will require specific, freely given and informed authorisation, which may establish its own purposes and conditions.

18. Communications, vouchers and electronic signatures

18.1. The parties acknowledge the validity of contracts, amendments and acceptances formalised by electronic means, including through a digital signature platform, under applicable legislation.

18.2. The customer must keep their email address and telephone number up to date and monitor communications sent by Memphis Turismo.

18.3. As a rule, vouchers and final documents will be emailed to the customer no later than seven days before departure. This timeframe may vary where final confirmation depends on a supplier, consular issuance, a group or a specific condition; in that case, Memphis Turismo will keep the customer informed.

18.4. The customer must acknowledge receipt and check names, dates, times and services. Any discrepancy must be reported immediately.

19. Customer service and enquiries

19.1. Enquiries, requests and complaints may be submitted through the official channels:

• Email: atendimento@memphisturismo.com.br

• WhatsApp: (11) 96586-1927

• Telephone numbers: (11) 2361-5409 and (11) 2361-5414

• Address: Avenida Francisco Matarazzo, 1752, suites 306 and 307, Água Branca, São Paulo — SP, postal code 05001-200 — in-person service by appointment.

19.2. Memphis Turismo will seek to resolve requests collaboratively and keep the customer informed of any steps that depend on suppliers.

20. Applicable law and jurisdiction

20.1. These Terms are governed by Brazilian law.

20.2. Any disputes may be submitted to the court with legal jurisdiction, with consumers retaining the right to bring proceedings in their place of residence where provided by law.

21. Updates to these Terms

21.1. These Terms may be updated to reflect legal, regulatory or operational changes. As a rule, the version applicable to the booking will be the one in force on the date the contract is entered into, without prejudice to mandatory changes in law or conditions subsequently agreed in writing with the customer.