Legal information
Terms of use
Rules for using the platform and purchasing the products presented by SafeTrip.
Version 1.0, updated November 1, 2026
1. Definitions and identification
For the purposes of these Terms of Use ("Terms"): (a) "SafeTrip" means the digital platform available at safetrip.guru and its subdomains; (b) "User" means any person who browses, quotes or purchases on the platform; (c) "Provider" means the insurer, administrator or assistance company responsible for the purchased product; (d) "Certificate" means the document issued by the Provider setting out the general and specific terms of the product; (e) "Product" means the travel insurance or assistance service presented on the platform.
2. Purpose and nature of the services
SafeTrip presents, compares and intermediates the purchase of Products offered by partner Providers. SafeTrip is not the insurer of the Product, unless the Certificate expressly states otherwise. Coverage, limits, deductibles, exclusions, waiting periods, assistance, claims handling and payment of indemnities are the sole responsibility of the Provider named in the Certificate, under the insurance contract and applicable law. Descriptions, summaries and editorial content on the platform are for information only and do not replace the Certificate.
3. Acceptance, capacity and access
By accessing, quoting or purchasing, the User declares to have read and agreed to these Terms, the Privacy Policy and the Cookie Policy. Purchases are intended for persons aged 18 or over with full legal capacity. Minors may be included as travelers by their legal representative, who is responsible for the information provided and for the purchase. Access to the customer area is personal and non-transferable. The User must keep their credentials confidential and immediately report any unauthorized use.
4. User declarations
The User undertakes to provide complete, current and accurate information, in particular name, date of birth, country of residence, nationality, destination, trip dates, group composition and, when requested, health data. This information determines eligibility, price and the validity of coverage. Inaccurate statements or omissions may lead to claim denial, cancellation of the Product or loss of the right to coverage, under the insurance contract and applicable law. The User is responsible for checking the entry requirements of the destination, such as visas, vaccines and mandatory insurance, and whether the Product meets them.
5. Quote, price and formation of the contract
Plans and prices shown in the quote are calculated from the User's information and the Provider's offer. The price presented to the User is the final purchase price, with all costs included, and remains the same until the purchase is completed within the quote's validity. Once the quote expires, a new quote is required. The offer to the User is subject to eligibility and to acceptance of the risk by the Provider. The insurance contract is deemed concluded upon confirmation of payment and issuance of the Certificate. Until then, SafeTrip may refuse or cancel the order in cases of obvious error, unavailability, suspected fraud or ineligibility, with full refund of any amounts paid.
6. Payment and installments
Payment is processed by financial institutions and payment providers. The available methods (credit card, PIX and others) are shown at checkout according to the User's country. SafeTrip does not store full card details. Where interest-free installments are offered, the total amount is the same as paying in full, and the User will be told the number of installments before confirming the purchase. Payment approval is subject to review by the financial institution and to fraud-prevention measures. Amounts may be shown in a currency different from the one used by the Provider; any conversion and exchange charges will be disclosed before confirmation.
7. Issuance and delivery of the Certificate
Once payment is confirmed, SafeTrip requests issuance of the Certificate from the Provider. The User will be notified by email that payment was received and then that the Certificate is available in the customer area. The official Certificate is issued by the Provider and may be in a language different from the one used on the platform. SafeTrip provides supporting materials in the language of the purchase, which do not replace the Certificate. If issuance cannot be completed, the amount paid will be refunded or the order will be reviewed by the SafeTrip team before any further action, to avoid duplicate charges or improper issuance. The User will be informed.
8. Right of withdrawal
For purchases made away from a commercial establishment, a consumer User may withdraw within 7 (seven) days of purchase, under Article 49 of the Brazilian Consumer Defense Code, where applicable. The right must be requested through the customer area or the support channels, and amounts paid will be returned by the same payment method, as provided by law.
9. Cancellation, changes and refunds
After the withdrawal period, cancellation, date changes, extensions and refunds follow the Product and Provider conditions stated in the Certificate and depend on a case-by-case review, which may require, for example, that the trip has not started. Extensions are requested through the customer area and completed by SafeTrip with the Provider. The price and terms are given to the User before any payment, and the new date is valid only after Provider confirmation.
10. Assistance and claims
While traveling, the User must contact assistance through the channels stated in the Certificate and voucher, as early as possible and, where possible, before arranging treatment, to check the provider network and direct payment. In a life-threatening situation, the User must immediately contact local emergency services. A reimbursement or indemnity request may be filed through the customer area with the required documents. Filing a request does not mean approval: coverage and payment depend on the Provider's review and decision. Health data submitted is processed as described in the Privacy Policy, with specific consent.
11. Support and virtual assistant
First-line support is provided by Maya, an AI virtual assistant that guides the User on quotes, purchase, policy and claims. Maya may give incomplete or incorrect answers, which do not bind SafeTrip or the Provider and do not replace the Certificate. When needed, the conversation is passed to human support provided by a partner team. The User must not send passwords, full card numbers or health data through the chat, except through a dedicated channel indicated by SafeTrip.
12. Proper use of the platform
The User must not: (a) provide false data or third-party data without authorization; (b) use the platform for unlawful or fraudulent purposes; (c) attempt to access restricted areas, interfere with operation or extract data in an automated way; (d) reproduce or commercially exploit content without authorization. Violations may lead to suspension of access and to the legal measures available.
13. Liability
SafeTrip makes reasonable efforts to keep the platform available and the information accurate, but does not guarantee the absence of interruptions, errors or unavailability of Providers and third-party providers. Within the limits of the law, SafeTrip is not liable for: (a) risk acceptance, coverage, claims handling or payment decisions, which rest with the Provider; (b) damage caused by incorrect information given by the User; (c) events of unforeseeable circumstances or force majeure. Nothing in these Terms excludes or limits consumer rights granted by mandatory law, or SafeTrip's liability for failures in providing its own services.
14. Intellectual property
Brands, logos, texts, images, databases and software on the platform belong to SafeTrip or its licensors. Provider brands belong to their respective owners. Copying, modifying, distributing or exploiting them without prior written authorization is prohibited.
15. Personal data, cookies and communications
Personal data is processed in accordance with the Brazilian General Data Protection Law (Law No. 13,709/2018) and the Privacy Policy. Cookies are used in accordance with the Cookie Policy. SafeTrip will send transactional communications needed to provide the service (confirmations, policy, security alerts). Marketing communications depend on consent and may be stopped at any time.
16. Changes to these Terms
SafeTrip may update these Terms to reflect legal, regulatory, operational or product changes. The current version is available on the platform with its update date, and relevant changes will be communicated. Changes do not affect completed purchases, which follow the conditions in force on the purchase date.
17. General provisions
These Terms are the entire agreement between the parties regarding use of the platform. If any provision is held invalid or unenforceable, the others remain in force. Tolerance of a breach of any obligation is not a waiver or novation. The User may not assign rights and obligations without SafeTrip's consent. These Terms are provided in Portuguese, English and Spanish. In case of conflict, the Portuguese version prevails, subject to mandatory consumer protection rules.
18. Governing law, venue and dispute resolution
These Terms are governed by the laws of the Federative Republic of Brazil. The consumer's home court is the venue for disputes, without prejudice to other means of resolution provided by law, such as public consumer dispute resolution platforms. Rights that mandatory rules of the consumer's country of residence grant to the consumer are preserved. Questions, requests and complaints may be sent to [email protected].