POLICIES

Hosting policy

Everything that applies to your stay — times, payment, cancellation and house rules — before you book.

Times

Check-in from 3 pm. Let us know your expected arrival time on WhatsApp so we can welcome you; early arrival depends on availability.
Check-out by 11 am. Late check-out until 1 pm can be arranged for R$150, subject to availability; without prior arrangement an extra night may be charged.
Breakfast delivered to your chalet at around 8 am.
WhatsApp support from 8 am to 8 pm. The self-service mini-market is open 24 hours.
Quiet hours from 10 pm.

You can book on this site, on WhatsApp or through partner sites. Booking through any channel means you accept this policy.
A booking is only guaranteed once 100% is paid: by credit card, at the time of booking; by PIX, within 12 hours of booking. Late payment does not guarantee the stay.
The credit card must be in the guest’s name, or come with the cardholder’s express authorisation.
Online bookings are confirmed by email. If you booked on WhatsApp, ask us for the email confirmation.
At check-in every guest, companions included, shows a valid ID (Brazilian ID, driving licence or passport) and fills in the national guest registration form (FNRH), as required by law.
Guests under 18 may only stay with their parents or legal guardian, or with their authorisation (Brazilian Child and Adolescent Statute, art. 82).

Our rates are non-refundable, with one exception: the right of withdrawal.
Within 7 calendar days of making the booking you may cancel for a 100% refund (Brazilian Consumer Code, art. 49), provided the request reaches us at least 24 hours before check-in (3 pm the day before arrival).
After those 7 days there is no refund and no change of dates, whatever the reason.
Cancellation requests must be made in writing, by email or WhatsApp.
Refund times: credit card, 20 to 40 business days depending on the card issuer; PIX, up to 20 business days, only to the same account that paid.
Bookings made on partner sites follow that site’s rules — cancel or change them there.

Without written notice, a guest who has not checked in by 8:59 pm on the arrival day is a no-show. The chalet is held until noon the next day; after that the booking is cancelled with no refund.
Ending your stay early, for any reason, gives no right to a refund or to credit for other dates. For partner-site bookings, ask the site about its terms.

Included in the rate: the stay, breakfast delivered to your chalet and access to the ranch animals.
The nightly rate depends on the date, the length of stay and the number of guests.
Daily housekeeping and towel or linen changes are not included: the chalet has a broom, squeegee, bucket, cloths and cleaning products. On request, subject to availability: housekeeping R$100, towel change R$30, linen change R$70. Stays of more than 6 nights get one housekeeping and one towel and linen change on the house.
Horse rides and other services are charged separately and booked on WhatsApp. Anything consumed during the stay (mini-market, wine, meat) is settled at check-out.

Children are welcome. Cribs free of charge, on request.
Extra guests per night: baby up to 11 months free · from age 1, R$150 per person (adult or child). On holidays and packages the fee may be higher — the booking engine shows the exact total once you choose the number of guests.

No pets, for the safety of our own animals. Guests arriving with a pet may be asked to leave the property, without a refund.
Smoking is not allowed anywhere on the property (Brazilian Law 9,294/1996). Smoking in a chalet incurs a R$150 cleaning fee per day.
Guests only: we do not allow visitors.
No speakers, music from phones or car stereos at any time — and quiet from 10 pm. Guests who disturb others may be asked to leave.
Fires only in each chalet’s marked fire area, with the firewood we provide — that is how we prevent wildfires.
With the animals: feed only the feed we provide, never force contact, do not cross the fences without a staff member and always close the gates.
Towels stay in the chalet — they do not go to the waterfall. And please separate organic waste from recyclables: the organic goes to our compost.

Damage to the chalet (furniture, paintwork, linen, appliances, floors, glass) is charged according to our maintenance assessment. Stains that do not come out (wine, hair dye, make-up) are charged at the cost of a new item.
Items left behind are kept for 30 days, then donated or discarded. Collection or shipping is arranged and paid for by the guest.

The ranch is in the countryside, next to a nature reserve. Cerrado wildlife — scorpions, spiders, wasps, snakes — is part of the landscape and protected by law. We do regular pest control and inspections, but cannot guarantee none will appear. If anything worries you, call the team on WhatsApp.
Power comes from the utility (Equatorial Goiás) and water from a shared well: outages and temporary interruptions can happen and are outside our control. Internet is a courtesy and may fluctuate.
Chalets have no safe: your belongings are your responsibility.
Follow the instructions for the whirlpool tub; children only under adult supervision.
The photos on this site show the real chalets, but furniture and decor may change over time.

Current hosting policy · updated September 2026.

The team answers on WhatsApp from 8 am to 8 pm, or by email at info@paradiseranch.com.br.