TERMS AND CONDITIONS – B2C (TRAVELERS)
First Mate Travels
Effective Date: 14 JUN 2025
1. Introduction
These Terms and Conditions (“Terms”) govern the relationship between you (the “Traveler”, “you”) and FIRSTMATE SERVIÇOS DIGITAIS LTDA (“First Mate Travels”, “FMT”, “we”, “our”), a company registered in Rio de Janeiro, Brazil, under CNPJ number 60.453.809/0001-09, with its registered office at Rua Visconde de Pirajá, 414, sala 718, Ipanema, Rio de Janeiro – RJ, Brazil, ZIP Code 22410-905. By registering an account and using our platform, you agree to these Terms.
2. Eligibility and Registration
- Use of the Platform is restricted to individuals aged 18 or older.
- Registration is mandatory to complete any booking.
- By registering, you expressly accept these Terms.
- Users may delete their accounts at any time. Deletion becomes effective after 30 business days. Any credits will be lost once the account is deleted.
3. Bookings and Payment
- Travelers may browse as guests but must register and accept the Terms to make bookings.
- Payments can be made in any currency supported by Stripe.
- A service fee equivalent of USD $3 is charged per booking or per night of accommodation.
- Travelers may choose to pay a partial amount through the app and the remainder on arrival.
- If payment is not made at the destination, the Service Provider (SP) is not obligated to deliver the service.
- In case of a no-show, the SP should mark the booking accordingly and will receive either the net price or the total paid by the traveler—whichever is lower.
- Booking confirmations are sent by email to both the traveler and the SP. Bookings are legally owned by the traveler.
4. Cancellations, Refunds, and Credits
- Each SP sets their own cancellation policy, which is published in the app.
- Cancellations are handled according to the SP’s policy.
- Refunds are issued in the form of FMT Credits.
- Credits do not expire and may be transferred or gifted.
- In cases of verified SP misconduct, FMT may issue courtesy credits.
- No refunds are provided for subjective dissatisfaction unless validated by FMT.
5. Reviews and Moderation
- Only travelers who have completed a booking may leave a review.
- Reviews must not contain offensive language, personal data, or false claims.
- All content moderation is performed manually by the Country Manager.
- Travelers may request edits or removal of reviews by contacting firstmate@firstmatetravels.com.
- FMT disclaims liability for user-generated content or any misconduct by travelers or service providers.
6. Support and Dispute Resolution
- Support is available via the in-app Help Center, email, and emergency number: +55(22)99849-4384 (24/7).
- Disputes will first be addressed through informal mediation.
7. Limitation of Liability
FMT acts solely as a booking intermediary. We are not responsible for:
- The legality, quality, or safety of services offered by SPs.
- Service delivery failures by SPs.
- User behavior or user-generated content.
8. Governing Law and Jurisdiction
These Terms are governed by the laws of Brazil. Any disputes will be resolved in the courts of Rio de Janeiro, RJ.
9. Force Majeure
FMT is not liable for delays or failure to perform due to events beyond its control, including pandemics, natural disasters, wars, civil unrest, or government actions.
10. Privacy and Data Protection
By using the platform, you agree to our [Privacy Policy]. All data is handled in accordance with Brazil’s LGPD and stored on NAM5 (USA) servers.providers