Cancellation, Refunds and Fees Policy

Document forming part of Amazoca's Terms of Use

Chapter 1 — General Provisions on Cancellations, Issues and Refunds

This chapter establishes the general framework applicable to any cancellation request, change, refund or complaint registered on the Platform, regardless of the specific Cancellation Policy linked to the Listing.

1.1. Official channels for cancellation requests

1.1.1. Any request for Reservation cancellation, date changes, refunds, complaints about Accommodation issues or related inquiries must be made exclusively through Amazoca's official channels, which are:

• a) the specific functionalities of the Platform itself (reservations area, cancellation button, support chat); and/or

• b) the service channels indicated on the Platform (email, chat, form or other means informed therein).

1.1.2. Amazoca is not responsible for arrangements, agreements, cancellations or promises made outside the Platform, directly between Guest and Host, without registration or communication through official channels, especially when such negotiations result in disagreements about amounts, refunds or accommodation conditions.

1.1.3. For purposes of counting cancellation deadlines and policy application, the date and time of the request registration on the Platform or Amazoca's official channel will be considered, and not any informal conversations in messaging applications, social networks or personal contacts.

1.2. Analysis deadlines and refund processing

1.2.1. Upon receiving a cancellation or refund request, Amazoca may:

• a) verify the Cancellation Policy applicable to the Reservation;

• b) request additional information from the Guest and/or the Host;

• c) analyze Platform records (messages, photos, check-in/check-out history) for better understanding of the case.

1.2.2. Except in exceptional situations or those requiring more in-depth analysis (for example, suspected fraud, chargeback, authority intervention), Amazoca will make reasonable efforts to analyze refund requests within a reasonable time, compatible with the complexity of the case and the rules of the Payment Methods used.

1.2.3. Once the refund is approved, Amazoca will request a chargeback from the Payment Method used by the Guest, which will be processed according to:

• a) the type of payment (credit card, Pix, bank slip, digital wallet, etc.);

• b) the rules and deadlines of the financial institution, card operator or payment intermediary involved.

1.2.4. The Guest declares to be aware that, after Amazoca performs the chargeback procedure, the deadlines for effective credit to their account or invoice are the responsibility of banks, card issuers and payment intermediaries, and Amazoca has no control over such deadlines.

1.3. No-show, delay and denied check-in

1.3.1. No-show is defined as the Guest's failure to appear at the Accommodation by the check-in time indicated in the Listing or Reservation, without prior communication through the Platform's official channels.

1.3.2. No-show will, as a rule, be treated as late cancellation by the Guest, resulting in the application of cancellation penalties provided in the Cancellation Policy linked to the Reservation, including regarding the possibility of refund (total, partial or non-existent) of the Accommodation Value and Cleaning Fee.

1.3.3. If the Guest is late for check-in, they must communicate with the Host through the channels available on the Platform. Failure to communicate may authorize the Host to apply the Cancellation Policy rules, without prejudice to any tolerance out of mere liberality.

1.3.4. Check-in may be denied to the Guest by the Host in situations such as, by way of example:

• a) serious breach of house or condominium rules;

• b) aggressive, dangerous behavior or behavior that poses a risk to the integrity of people and property;

• c) proven use of false documents or fraudulent payment methods.

1.3.5. In such cases, the matter will be analyzed by Amazoca, which may:

• a) treat the event as cancellation attributable to the Guest, applying the corresponding Cancellation Policy; or

• b) recognize that there was abuse or unjustified refusal by the Host, applying the consequences provided for Host cancellation, including full refund to the Guest and penalties to the Host.

1.4. Accommodation issues and cancellation due to service failure

1.4.1. If, upon arriving at the Accommodation or during the stay, the Guest identifies relevant problems (for example, impossibility of use, lack of minimum safety conditions, serious discrepancy between Listing and reality, absence of minimum cleaning, property interdiction), they must:

• a) communicate with the Host immediately, seeking a direct solution; and

• b) register the occurrence on the Platform or through Amazoca's official channels, preferably with photos, videos or other means of proof.

1.4.2. In such cases, Amazoca may act as a mediator between the parties, proposing alternatives such as:

• a) repair or correction of the problem within a reasonable time;

• b) granting partial discounts;

• c) changing specific rules to enable the stay;

• d) cancellation with partial or full refund.

1.4.3. When it is demonstrated that the Accommodation did not meet the minimum conditions stated in the Listing or had serious problems attributable to the Host, Amazoca may:

• a) recognize the possibility of partial or full refund to the Guest;

• b) adjust amounts to be passed on to the Host, including withholding or offsetting amounts in future Payouts;

• c) take measures against the Host, as provided in the items on sanctions (warning, downgrade, suspension, exclusion, etc.).

1.4.4. If it is verified that the Guest's complaints are unfounded, disproportionate or inconsistent with the reality found, Amazoca may:

• a) maintain the reservation and payments as originally provided;

• b) record the occurrence in the Guest's history, which may impact their reputation on the Platform;

• c) take measures in case of abuse of rights or bad faith.

1.5. Reaccommodation and Amazoca's role

1.5.1. In exceptional situations where:

• a) the Host cancels the Reservation close to the check-in date;

• b) the Accommodation becomes unusable due to a serious problem (for example, structural damage, interdiction, Force Majeure events);

• c) it is proven that the Accommodation does not offer minimum conditions for safe lodging,

Amazoca may, at its sole discretion, make best efforts to assist the Guest in finding alternative accommodation, either with the same Host (in another property) or with another Host available on the Platform.

1.5.2. Amazoca assumes no obligation of result regarding reaccommodation, nor does it guarantee the availability of equivalent properties in price, location or quality standard, being a support service provided according to the availability of options at the time.

1.5.3. When there is reaccommodation with a value higher than originally paid, the Guest will be informed about the price difference, which may:

• a) be paid by the Guest themselves;

• b) be partially subsidized by Amazoca, on an exceptional basis and out of mere liberality;

• c) be borne by the originally responsible Host, if so agreed between the parties.

1.5.4. Reaccommodation does not prevent the Guest, Host or Amazoca from subsequently seeking their rights regarding material, moral or other damages, through the competent channels (including extrajudicial, judicial or arbitral means).

1.6. Hierarchy between Cancellation Policies, Terms and Legislation

1.6.1. The treatment of cancellations, issues and refunds on the Platform will observe the following hierarchy of rules:

• a) in the foreground, the specific Cancellation Policy linked to the Listing and accepted by the Guest at the time of Reservation (Chapter 2 of this document);

• b) in the background, the general rules of the Terms of Use, especially the chapters relating to Guests, Hosts, Payments, Cancellations and Refunds;

• c) in the third level, Applicable Legislation, especially consumer protection rules, which will prevail whenever they provide more favorable conditions to the consumer.

1.6.2. In case of conflict between the Listing's Cancellation Policy and the Terms of Use, Amazoca may interpret and adjust the application of rules in order to reconcile the provisions, preserving the balance of the contractual relationship and compliance with legal norms.

1.6.3. No Cancellation Policy, Listing rule or private agreement between Guest and Host may be used to set aside basic consumer rights provided for in Brazilian legislation. In case of incompatibility, the conflicting clause or condition will be considered null or ineffective, with legal protection prevailing.

1.6.4. This document consolidates, in a single text, the rules previously distributed between the Terms of Use and the separate document called "Amazoca Cancellation Policies", becoming part of the Terms by reference and must be observed by all Users.

Chapter 2 — Cancellation Policies

2.1. What the Host needs to know

On Amazoca, each Listing can choose a Cancellation Policy. This policy defines how refunds to the Guest work and what amounts will be passed on to the Host in case of cancellation. The available options are Flexible, Moderate and Non-refundable. The chosen policy will be visible to the Guest before the Reservation is completed.

All cancellations must be made through the Amazoca Platform. The date and time recorded in the system will be used to determine which rule applies, as per item 1.1.3.

2.2. Cancellations made by the Guest

2.2.1. Flexible Policy

Suggested standard: free cancellation up to 7 days before check-in; cancellation with less than 7 days or no-show implies a charge of 100% of the Accommodation Value.

2.2.2. Moderate Policy

Suggested standard: free cancellation up to 14 days before check-in; between 14 and 7 days, 50% penalty on Accommodation Value; with less than 7 days or no-show, 100% charge of Accommodation Value.

2.2.3. Non-refundable Policy

2.3. When the Host may grant an exception

The Host may, at their own discretion, fully or partially waive the Guest's penalty in specific situations, such as illness, serious unforeseen events, force majeure or exceptional situations analyzed case by case. In such cases, Amazoca may also assess full or partial return of Platform fees.

2.4. Cancellations made by the Host

When cancellation is initiated by the Host, the impact is greater because it directly affects the Guest's experience and trust in the Platform. In this case, the Guest will be entitled to:

• a) full refund of accommodation;

• b) refund of cleaning fee;

• c) refund of fees charged by Amazoca, except in exceptional situations provided by law or the Terms of Use.

In addition, the Host may face financial penalty, loss of ranking position, temporary Listing block and suspension or exclusion from the Platform in case of recurrence.

2.5. Penalty-free cancellation by the Host

As a rule suggested by Amazoca, the Host may cancel without penalty only if they cumulatively meet the following conditions:

• a) cancellation is made more than 30 days before check-in;

• b) this occurs at most once every 90 days;

• c) it is not during high season, holidays or major local events;

• d) there is a justifiable reason, such as unforeseen renovation, property interdiction or structural problem that compromises lodging safety.

Outside these conditions, the penalties in item 2.6 may apply.

2.6. Penalties for cancellation by the Host

2.7. Recurrence and inappropriate behavior

Amazoca may apply more severe measures when there is repeated cancellations or abusive behavior, such as frequent cancellations close to check-in date, overbooking, attempt to take the reservation off the Platform, cancellations to resell lodging at a higher price, or lack of maintenance that makes the property unfit to receive Guests. Suggested measures:

• a) 2 serious cancellations in 6 months: 60-day suspension;

• b) 3 serious cancellations in 6 months: 180-day suspension;

• c) 4 cancellations of any type in 12 months: exclusion from the Platform.

Amazoca may also remove the Host from special programs or limit Listing visibility.

2.8. Situations in which the penalty may be reduced or removed

Amazoca may assess justified cancellations by the Host in cases such as flood, fire or natural disaster; prolonged power outage that makes lodging unfeasible; interdiction by public authority; real risk to Guest safety; or serious illness or death of the Host responsible for service. In such cases, the Host must provide proof, and Amazoca may decide on total or partial waiver of the penalty.

The following will not be considered valid reasons to waive penalty: overbooking; attempt to book outside the Platform; price increase after reservation confirmation; neglect of property maintenance; and cancellation to accept another Guest paying more.

2.9. Cancellations made by Amazoca

Amazoca may cancel reservations in situations such as suspected fraud, improper use of the Platform, breach of Terms of Use or legal determination or decision by competent authority. In such cases, the Platform will define the form of refund or credit, always in accordance with applicable legislation.

Chapter 3 — Fees and Payouts

This chapter details the fees applicable to the Host and the rules for passing on amounts. The fees provided herein apply to the amount actually charged to the Guest and must be read together with the Cancellation Policies in Chapter 2.

3.1. Host service fee

Amazoca's service fee is deducted from the amount to be passed on to the Host and varies according to the number of rooms in the advertised property:

This is the Platform's base service fee. It is already deducted in the normal payout cycle and is independent of whether the Host opts for the advance provided in item 3.2.

3.2. Payout advance

Standard payout to the Host occurs on the 10th of the month following the month in which the reservation was completed or cancelled with penalty (item 3.3). The Host who wishes to receive amounts before this cycle may opt for advance, subject to an additional fee.

Important: the advance fee is charged in addition to the service fee in item 3.1, which is already deducted from the payout. That is, when advancing, the Host bears the service fee plus the advance fee corresponding to the chosen term.

The advance fee applies to the amount to be passed on to the Host. The shorter the receipt term, the higher the applicable fee. The option for advance is optional and must be registered by the Host on the Platform.

3.3. Payouts and payments to the Host

When there is a cancellation penalty in favor of the Host, the amount will be included in Amazoca's normal payout cycle. As a standard rule:

• a) reservations completed or cancelled with penalty in a given month have payout to the Host on the 10th of the following month;

• b) if payout has already occurred and an adjustment is later needed, Amazoca may offset in future payouts or request return, as provided in the contract.

3.4. About Amazoca fees

Amazoca fees apply to the amount actually charged to the Guest. This means that:

• a) if there is a full refund to the Guest, fees may also be refunded;

• b) if there is partial or full accommodation charge, fees will be retained proportionally on the amount charged;

• c) in exceptional cases, Amazoca may waive fees for commercial policy, force majeure, system error or court decision.

Chapter 4 — Applicable Legislation

All rules in this document must be interpreted together with the Consumer Defense Code, Amazoca's Terms of Use and applicable legislation. If the law guarantees the Guest more favorable conditions, those conditions will prevail.

Force majeure situations may receive specific treatment, including rescheduling, credit for future use or differentiated refund.