Refund & Cancellation Policy

Last updated: October 4, 2026

This Refund & Cancellation Policy applies to all bookings and purchases made through the Cosmopolita platform at cosmopolita.me and its products, operated by 49.864.540 Victor Augusto Tesoura Segundanhe Junior ("Cosmopolita").

This policy complies with the Brazilian Consumer Defense Code (CDC — Law 8.078/1990), in particular the right of withdrawal under Article 49.

1. Right of Withdrawal (CDC Art. 49)

In accordance with Brazilian law, you have the right to withdraw from any purchase made online within 7 (seven) calendar days from the date of the transaction, with a full refund, no questions asked. This right applies regardless of the host's cancellation policy and cannot be waived.

Important: The 7-day window is counted from the date you completed the booking, not from the check-in date. If you have already checked in, the right of withdrawal applies only to nights not yet consumed.

To exercise this right, contact us within 7 days of your booking: Email: pms-support@cosmopolita.me
Subject line: Withdrawal Request - [your booking or order ID]

Refunds under the right of withdrawal are processed within 10 business days of your request.

2. Cosmopolita Property Manager — Booking Cancellations

2.1 Platform cancellation rule

Cosmopolita does not accept cancellation requests submitted within 7 (seven) calendar days of the check-in date. Bookings in this window are considered final and non-refundable, subject only to the CDC right of withdrawal described in Section 1 (which is based on the purchase date, not the check-in date).

2.2 Host cancellation policies

For cancellations submitted more than 7 days before check-in, the host's cancellation policy applies. The applicable policy is displayed on the listing and on your booking confirmation.

Typical policies include:

• Flexible — full refund if cancelled at least 24 hours before check-in
• Moderate — full refund if cancelled at least 5 days before check-in
• Strict — 50% refund if cancelled at least 7 days before check-in; no refund after that
• Non-refundable — no refund, except as required by CDC Art. 49 (see Section 1)

2.3 How to cancel a booking

During our current phase, cancellations are processed manually. To request a cancellation:

1. Email pms-support@cosmopolita.me with the subject line Cancellation Request - [Booking ID]
2. Include your booking ID, check-in date, and reason for cancellation
3. Our team will respond within 2 business days with confirmation and refund details

Note: An automated self-service cancellation flow is under development and will be available soon. Until then, all cancellation requests must be submitted by email.

2.5 Host cancellations

If a host cancels a confirmed booking, you will receive a full refund of all amounts paid, processed within 10 business days. Cosmopolita will also make reasonable efforts to help you find alternative accommodation.

2.6 Exceptional circumstances

Cosmopolita may, at its sole discretion, issue refunds outside of the standard policy in cases of:

• Natural disasters or force majeure affecting the destination
• Property misrepresentation (significant difference from listing description)
• Safety or health hazards at the property

To request a refund under exceptional circumstances, email pms-support@cosmopolita.me with supporting documentation.

3. AI Planner & Personalized Planner

3.1 AI Planner (self-service)

The AI Planner is a free tool — no payment is required and no refund policy applies.

3.2 Personalized Planner (paid service)

If you purchase a personalized travel planning session:

• You may cancel and receive a full refund within 7 days of purchase if the service has not yet been delivered
• Once the itinerary or consultation has been delivered, no refund is available
• Partial refunds may be considered at Cosmopolita's discretion if the service was only partially delivered

4. Flights

Cosmopolita is not a party to flight bookings — these are made directly with airlines or third-party booking platforms. Refunds and cancellations for flights are governed by the airline's own policies and the third-party platform through which you booked. Cosmopolita has no authority to issue flight refunds.

5. Refund Processing

All refunds are returned to the original payment method. Processing times by payment method:

These timelines depend on your bank or payment provider and are outside Cosmopolita's control once the refund is initiated.

6. Contact

For all cancellation and refund requests:

Finance: pms-finance@cosmopolita.me — refunds, payouts, billing, and payment inquiries
Legal: legal@cosmopolita.me — policy, compliance, and legal review questions
Abuse: abuse@cosmopolita.me — fraud, safety, or abusive behavior reports
Property Manager Support: pms-support@cosmopolita.me — host operations, listing issues, and property manager support
Response time: up to 2 business days