1. Overview
This Refund Policy explains the conditions for cancelling tickets and reservations and receiving refunds on the Diverti Tickets platform, operated by Diverti Tickets Comercialização de Ingressos Ltda., CNPJ 20.959.269/0001-07, in accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990) and Decree No. 7,962/2013.
2. Right of withdrawal (7 days)
For purchases made online, you may cancel your order within 7 (seven) calendar days from the purchase date, as provided in Article 49 of the Consumer Protection Code, as long as the request is made at least 48 (forty-eight) hours before the date and time of the event, visit, tour or parking reservation.
In this case, the full amount paid is refunded, including service fees.
Some offers may have more flexible cancellation conditions, which will be shown on the offer page before purchase. When that happens, the more favorable condition applies.
3. Cancelled events, attractions or tours
If an event, attraction visit or tour is cancelled by the Partner, customers are entitled to a full refund of the amount paid, including fees. The refund process and deadlines will be communicated by e-mail to the address used in the purchase.
4. Rescheduled or changed services
If the date, time, venue or main content of a purchased service is changed, tickets and reservations remain valid for the new conditions. Customers who cannot attend may request a refund within the period informed in the communication about the change.
5. Situations not eligible for refund
Except in the cases above or where required by law, refunds are not available when:
- The 7-day withdrawal period has expired;
- The request is made less than 48 hours before the date of use;
- The customer does not show up or arrives after the entry or departure time;
- Entry is denied because the customer failed to present the required ID or discount supporting document;
- The attraction, event or tour takes place as announced, regardless of weather conditions, unless the Partner's conditions state otherwise;
- The ticket or reservation was resold or transferred without authorization.
Purchases made in person at box offices or physical sales points follow the conditions informed at the time of purchase.
6. How to request a refund
Send your request through our Contact Us page or by e-mail to [email protected], including:
- Order number;
- Full name and CPF of the buyer;
- E-mail used in the purchase;
- Reason for the request.
After the refund is approved, the tickets or vouchers of the order are cancelled and can no longer be used.
7. How refunds are processed
- Credit card: the chargeback is requested to the card issuer within up to 5 business days after approval. The credit may appear on your next statement or the following one, depending on the card issuer;
- PIX or bank slip: the amount is transferred to a bank account held by the buyer (same CPF) within up to 10 business days after approval and receipt of the bank details.
Refunds are always made to the buyer who made the purchase, using the same amount paid.
8. Chargebacks
Before disputing a charge with your bank or card issuer, please contact us — most requests are resolved quickly through our support channels. Tickets and reservations linked to disputed transactions may be blocked until the dispute is resolved.
9. Contact
For questions about cancellations and refunds:
Diverti Tickets Comercialização de Ingressos Ltda.
CNPJ: 20.959.269/0001-07
Rua Tuiuti, 1532 – Cidade Nova, Indaiatuba – SP, 13334-000, Brazil
E-mail: [email protected]
Phone: +55 (11) 3031-6156