Villa Zenora values transparency, security and excellence throughout every stage of our guests’ experience.

By making a reservation through the official Villa Zenora website, the guest confirms that they have read, understood and agreed to the conditions below, as well as to any specific conditions presented at the time of booking.

1. Reservations

Reservations are subject to Villa Zenora’s availability and the conditions of the selected rate.

Once the reservation has been confirmed, the guest will receive the relevant stay information, including dates, number of guests, total amount, payment conditions and any other applicable information.

The reservation is linked to the information provided by the person responsible for the booking.

After confirmation, our team may contact the guest to better understand the group’s profile, preferences and needs, allowing Villa Zenora to prepare a more personalized experience prior to arrival.

2. Payment

Payments made through the official Villa Zenora website are processed through the payment system integrated into the property’s booking environment.

Villa Zenora may offer payment by credit card, PIX and other payment methods made available during the booking process.

All transactions are subject to approval by the relevant financial institution, security procedures and applicable fraud-prevention mechanisms.

The reservation will only be confirmed upon successful approval of the applicable payment.

3. International Credit Cards

Villa Zenora accepts international credit cards, subject to authorization by the card-issuing financial institution and applicable security procedures.

Villa Zenora cannot guarantee approval of any particular transaction, as authorization is determined by the financial institution responsible for the card.

Currency Exchange and Fees

For international payments, the guest’s bank or card issuer may convert the transaction into the currency of the guest’s account.

Villa Zenora is not responsible for currency exchange rates, currency conversion fees, IOF, banking fees, international transaction fees or any other charges applied by the guest’s bank or financial institution.

The amount ultimately displayed on the guest’s statement may differ from the amount originally shown on the website due to currency conversion, fees, taxes or other charges applied by the financial institution.

Guests are encouraged to contact their bank prior to completing the transaction if they have questions regarding international fees or currency conversion.

4. Brazilian Guests

For Brazilian guests, the following payment methods may be available:

Credit Card

PIX

Available payment options will be displayed during the booking process.

5. Bank Transfer and Payment Links

If the guest prefers to make payment by bank transfer or payment link, they should contact the Villa Zenora team through our official WhatsApp channel.

Our team will provide the appropriate payment instructions.

For security reasons, payments should only be made after the payment details have been confirmed through Villa Zenora’s official communication channels.

6. Check-in

Check-in: from 2:00 PM.

Early check-in is subject to availability and is not guaranteed.

Villa Zenora may request identification documents from guests for security, registration and compliance with applicable legal requirements.

7. Check-out

Check-out: by 12:00 PM.

Late check-out is subject to availability and may be subject to an additional charge.

Remaining at the property beyond the established check-out time without prior authorization may result in additional charges.

8. 20% Pre-Authorization

As a security measure and guarantee for the stay, a pre-authorization equivalent to 20% of the total accommodation amount will be performed at check-in.

The transaction will be carried out in person at Villa Zenora using the property’s physical card terminal.

The person responsible for the reservation must read and sign the Pre-Authorization Acknowledgment and Authorization Form before the transaction is performed.

The pre-authorization does not constitute a final charge for the accommodation.

It may temporarily reserve part of the available credit limit on the card, depending on the rules and procedures of the card-issuing financial institution.

The guarantee may be used, when properly documented, to cover:

• Property damage
• Loss of or damage to furniture, objects or equipment
• Unpaid bar consumption or additional services
• Extraordinary costs
• Improper use of the facilities
• Other expenses related to the stay

If there are no outstanding amounts or other pending matters, Villa Zenora will initiate the release/cancellation of the pre-authorization within 5 days after check-out.

The time required for the available credit limit to be effectively restored may vary depending on the card-issuing bank and its internal procedures.

9. Right of Withdrawal

For contracts entered into outside a commercial establishment, including electronically, the right of withdrawal provided under Article 49 of Brazilian Law No. 8,078/1990 — the Brazilian Consumer Protection Code — applies when legally applicable.

When applicable, the consumer may exercise the right of withdrawal within the legal period of 7 (seven) days, subject to the conditions established by Brazilian law.

When the right of withdrawal is validly exercised, amounts paid will be handled in accordance with applicable legislation and the payment method used.

Requests must be submitted through Villa Zenora’s official communication channels, including the name of the person responsible for the reservation, reservation number and email address used for the booking.

The legal right of withdrawal is separate from the commercial cancellation policy described below.

10. Cancellation Policy after the Legal Withdrawal Period

After the applicable legal withdrawal period has expired, cancellations will be subject to the cancellation conditions applicable to the selected rate.

Villa Zenora applies a cancellation policy based on the timing of the cancellation request, considering that each reservation blocks the availability of the property and may represent an accommodation opportunity that cannot easily be resold to another guest.

10.1. Cancellation More Than 30 Days Before Check-In

For cancellations requested more than 30 (thirty) days before the check-in date, the guest will be entitled to a 100% refund of the amounts actually paid, subject to any applicable processing fees or charges that cannot be recovered by Villa Zenora.

The refund will be processed through the original payment method whenever technically possible.

10.2. Cancellation Between 30 and 15 Days Before Check-In

For cancellations made between 30 (thirty) and 15 (fifteen) days before check-in, 50% of the total reservation amount will be retained.

The remaining 50% may be refunded through the original payment method, according to the procedures of the payment system used.

10.3. Cancellation Less Than 15 Days Before Check-In

For cancellations made less than 15 (fifteen) days before check-in, the reservation will be considered non-refundable, except for rights that are legally guaranteed to the consumer.

This condition exists because, during this period, the possibility of Villa Zenora reselling the property for the same dates is significantly reduced.

10.4. No-Show

A no-show means that the guest does not arrive on the scheduled check-in date without prior communication to Villa Zenora.

In the event of a no-show, the reservation will be considered non-refundable, subject to any rights established by applicable law.

Failure to communicate will not be considered a formal cancellation.

10.5. Early Departure

If the guest chooses to leave Villa Zenora before the originally contracted departure date, unused nights will not automatically be refundable.

Early departure will be treated as a voluntary change to the contracted stay and will be subject to the conditions of the selected rate and applicable cancellation policy.

Any exceptions may be considered individually by Villa Zenora management, without creating an obligation or precedent for future reservations.

10.6. Promotional and Non-Refundable Rates

Certain promotional rates, special offers or commercial conditions may have different cancellation policies or may be fully non-refundable.

Whenever such conditions apply, they will be clearly presented during the booking process before payment is completed.

By selecting a promotional or non-refundable rate, the guest confirms that they are aware of and agree to the specific conditions applicable to that rate.

10.7. Special Dates and High-Demand Periods

Reservations made for high-demand periods, public holidays, New Year’s Eve, Carnival, special events or other dates designated by Villa Zenora may be subject to special payment and cancellation conditions.

Specific conditions will be disclosed before the reservation is completed and will prevail over the standard policy when expressly stated in the selected rate.

10.8. Date Changes

Requests to change reservation dates will be reviewed based on availability and the conditions of the selected rate.

Changing reservation dates does not automatically constitute a cancellation or create an automatic right to a refund.

When approved, a date change may result in a rate difference if the new dates have different pricing.

No date change will be considered confirmed until formally approved by Villa Zenora.

10.9. Cancellation Requests

Cancellation requests must be submitted through Villa Zenora’s official communication channels.

The date considered for the purpose of applying the cancellation policy will be the date on which the formal cancellation request is received by Villa Zenora.

The guest must provide:

• Full name
• Reservation number
• Email address used for the booking
• Stay dates
• Express cancellation request

Villa Zenora will send confirmation of the cancellation and, where applicable, inform the guest of the corresponding refund amount.

10.10. Refunds

Where a refund is due, it will be processed through the original payment method whenever technically possible.

For credit card payments, the refund will be processed through the applicable payment system.

The time required for the refund to appear on the guest’s statement may vary according to the issuing bank, financial institution and billing cycle.

For international payments, any currency differences, banking fees, taxes or charges applied by the guest’s financial institution are not the responsibility of Villa Zenora.

Villa Zenora does not control the processing time once the refund request has been submitted to the payment system or financial institution.

10.11. Reservations Made Through Third Parties

When a reservation is made through a travel agency, booking platform, tour operator or other intermediary, the cancellation conditions presented at the time of booking through that intermediary may also apply.

In such cases, the guest must also observe the specific terms and conditions of the platform or agency responsible for the reservation.

10.12. Exceptions and Extraordinary Circumstances

Requests arising from extraordinary circumstances may be reviewed individually by Villa Zenora management.

The review will take into consideration the circumstances presented, any supporting documentation provided, the conditions of the selected rate and applicable Brazilian law.

Any exception granted by Villa Zenora does not automatically amend or modify this policy for other reservations.

11. Acceptance of the Cancellation Policy

Before completing a reservation, the guest will have access to the cancellation conditions applicable to the selected rate.

☐ I have read, understood and agree to Villa Zenora’s Cancellation Policy and the specific conditions applicable to the selected rate.

12. Chargeback

A chargeback is a procedure through which the cardholder disputes a transaction with the card-issuing financial institution.

Villa Zenora respects the guest’s right to dispute a transaction.

When a legitimate transaction is disputed, Villa Zenora may provide documentation demonstrating the validity of the booking and the use of the services.

Such documentation may include:

• Reservation confirmation
• Proof of payment
• Guest registration information
• Acceptance of the policies
• Communications with the guest
• Check-in records
• Accommodation records
• Consumption records
• Signed forms
• Tax documents, where applicable
• Other evidence related to the reservation

The chargeback procedure will follow the rules of the applicable payment systems, financial institutions and other parties involved.

Villa Zenora may submit supporting documentation in defense of the transaction.

In the event of a dispute, we recommend that the guest contact our team first so that we may attempt to resolve the matter directly.

13. Acceptance

By completing a reservation, the guest confirms that they have read and agreed to these policies.

☐ I have read and agree to Villa Zenora’s Reservation, Payment, Cancellation and Refund Policy.

See also: House Rules, Safety & Guest Responsibilities