RESERVATION POLICIES

PENALTY RESERVES

Understand what the penalty is and the cases in which we can negotiate exemptions for cancellations in this period

WHAT IS THE PENALTY (NON-REFUNDABLE)

For a business relationship to flow in a clear and objective way, it is very important to analyze the PENALTY rules (cancellation generates a fine to be charged).

In these cases, the customer needs to be very aware, since the purchase, that the refund is partial or null, if it is already in a penalty period.

In the tourism sector, in the commercial relationship between two companies (B2B), there is no prerogative of cancellation within 7 days of purchase. Iterpec is extremely strict in this regard and we will be very firm in complying with these rules.

progressive penalty

Some hotels have a penalty rule that increases the amount of the fine over time.

Example: Check-in 25/02 Reservation XXXXX-XXXXX Price: R$ 1.000,00

  • From creation date Reservation until 14/02 - Free cancellation
  • From 15/02 to 18/02  - R$ 98,73 of fine in case of cancellation
  • From 19/02 to 24/02  - R$ 534,67 of fine in case of cancellation
  • Since 25/02 - Full billing (R$ 1.000,00)

RULES FOR EXCEPTION DEALS

The policies are there to be followed to, but we've listed all the cases where we will accept negotiation of a waiver. It is very important that you know that exception cases are dealt with by the hotels and will only be authorized when the hosting provider responds positively to us.

1. Only orders received within 28 days after the date of cancellation or termination of service will be reviewed.

2. Iterpec will contact the supplier to apply for a waiver only under the following circumstances listed at the bottom of the page. Please note that requesting an exemption is not a guarantee that the reservation will be exempt.

3. Iterpec reserves the right to evaluate other reasons for requesting exemption from expenses and fines related to the cancellation of reservations after the cancellation policy, but still does not guarantee that the request for exemption will be granted.

4. If the customer has contacted the hotel directly to execute the request for exemption from expenses and cancellation fines, Iterpec will need the hotel's original documentation forwarded to operacao@Iterpec.com to evaluate the exemption request, even so exemption from expenses and fines is not guaranteed. Iterpec will contact the hotel/supplier to verify waiver approval. If the hotel/supplier denies the order, Iterpec will not proceed with the waiver process and the order will be refused and the policies will be maintained.

5. Before any exemption request is considered, the customer must cancel the reservation via the electronic system. If it is not possible to cancel the reservation via the electronic system, the customer must send a request to cancel the reservation to operacao@Iterpec.com

6. REMINDER: There is no grace period to cancel restricted rates that are identified as non-refundable once the reservation is confirmed (example: "I just booked 10 minutes ago, can I cancel my reservation?" The answer will always be NO).

7. If a customer claims that the hotel cannot find the confirmed reservation, the reservation must NOT be canceled or refunded to the customer. Our customer service team will resolve issues when the confirmed reservation is not found by the hotel. Iterpec's customer service team works 24 hours a day and can be contacted via operacao@Iterpec.com. See more information in the FAQ under the item Reservation not found - Passenger in house

8. Exemption from expenses and fines will not be granted for reservations canceled directly by the customer without Iterpec being involved in solving the problem.

EXCEPTION CASES

Death of an immediate family member of the traveler near the booking date. (send death certificate)

Disease with a medical certificate (the traveler was no longer able to travel due to unforeseen illnesses – impediments to movement, causing risk of death and infectious diseases)

Jury duty (traveler is called to serve on the jury or jury service on booking dates)

Travel alerts issued by the Department of Tourism or other government agency during the booking dates (usually linked to violence or bad weather) - Ex: Coronavirus Pandemic

Fear of traveling due to terrorist activities or disease outbreaks at destination during booking dates

Weather or natural disaster the location of the hotel is in the area of a significant weather problem (hurricane, snowstorm) or natural disaster (earthquake, forest fire, volcanism, access blocking) during booking dates or affecting the destination by weather indeterminate

Flight cancelled or significantly delayed (in cases where there is proof that there was no solution for at least 24 hours)

Change in the availability of facilities guaranteed to the guest at the time the reservation was made (includes use of a swimming pool, free Internet, free breakfast, shuttle service, service animals or other facility that has been guaranteed and is not available for guest use).
Note: the use of certain facilities are not free of charge, unless expressly indicated. (spa, park tickets, etc.)

Relocation of a guest due to overbooking (due to any failure in the sale by the hotel or the destruction of an apartment that prevents receiving the client).
Reminder: the client's relocation proposal will be made in the same category as the original hotel unless there is no availability.

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