DeÔnibus
Brasil by Bus Viagens e Soluções S.A.
CNPJ nº 15.448.440/0001-83, com sede à Alameda Rio Negro, 1030 – Es. 206 – Barueri/SP, CEP 06454-000
book your bus tickets here_
DeÔnibus
Brasil by Bus Viagens e Soluções S.A.
CNPJ nº 15.448.440/0001-83, com sede à Alameda Rio Negro, 1030 – Es. 206 – Barueri/SP, CEP 06454-000
Our "Terms of Use" are integral parts of our services. They outline and clarify the rules and conditions for using our services so that you, the "User," understand how to use them in the best way possible.
DeÔnibus operates as a Marketplace - a digital platform where users can search, compare prices and schedules, and purchase intercity and interstate bus tickets offered by different bus companies, in addition to complementary services like travel insurance.
DeÔnibus is not to be confused with the Bus Companies - we merely facilitate and mediate the purchase of bus tickets. We do not operate trips, own a fleet of vehicles, or provide transportation goods or services.
When you purchase a ticket through DeÔnibus, you are contracting the transportation service of the partner bus companies that offer their services on our digital platform, which may be the DeÔnibus website and/or app or those of partners.
Printing the ticket, transportation on the bus, handling your luggage, safety during the trip, and all other obligations related to the passenger transportation service are the responsibility of the bus companies.
The search tool available on the digital platform can be used by anyone, registered or not, to purchase tickets, provided the required data is entered.
Minors under 18 years of age may only register on the DeÔnibus digital platform if they are duly represented or assisted by legal representatives or assistants, who will be responsible for any damage or act performed by the minor using our services.
First, we will present some concepts so that you, as a user, can understand our Terms of Use:
Digital platform: DeÔnibus app and electronic addresses managed and maintained by DeÔnibus.
User: any person who accesses and uses one of the services available on the DeÔnibus digital platform.
Passenger: the person who will board and travel. It can be the user or any other person indicated by them when filling out the ticket purchase on our digital platform.
Bus Company: the operator of the road transport services responsible for the trip, but not directly linked to the platform.
Passenger road transport in Brazil is regulated by a set of rules, including the Civil Code (“CC”), the Consumer Defense Code (“CDC”), resolutions of the National Land Transport Agency (“ANTT”), and state and municipal legislation.
Please note : CDC rules apply while respecting ANTT specific regulations and state legislation, which should always be consulted in advance.
It is crucial to keep your email address always up to date and check your inbox, being fully responsible for reading the communications sent. Therefore, it is not possible to claim ignorance or non-receipt of emails directed to you by DeÔnibus, even if they have been directed to your spam box.
If you are missing any essential information for your boarding, you should contact the customer relationship team in a timely manner.
In addition to email communication, you can access all information about the trip and transaction, as well as manage tickets, in the customer area on the digital platform.
As with any website and online services, the DeÔnibus digital platform may experience instability or be temporarily offline for various reasons.
In case of any problems with the purchased products/services, you can also contact DeÔnibus through our customer service center or WhatsApp +55 (11) 99160-4170, with service from Monday to Friday, from 09:00 to 18:00.
It is possible to purchase tickets on the platform up to 1 hour before the scheduled boarding time, as long as they are made available by the bus company. This period may vary according to each bus company.
Search
Once the search criteria are filled out, it is possible to see the available tickets for the selected date, time, and destination, the bus companies operating that route, the ticket prices, the service fee, and other information.
Dynamic Adjustments:
Ticket prices are defined, applied, and updated by the bus companies in real-time. The bus companies may make these changes while you are browsing the site and making your purchase.
DeÔnibus has no control over these changes and dynamic adjustments in ticket prices. In case of adjustments, we will update the value during your navigation, and the final amount to be paid will be informed at the time of payment.
Information on Data
At the time of purchase, you must provide DeÔnibus with correct, valid, and true data such as email, phone number, payment details, passenger names, and any other requested data.
You, as the user, are responsible for your information and for all information provided for the passengers. This data is subject to subsequent validation by DeÔnibus for purchase authorization.
Purchase Conclusion
After order analysis, DeÔnibus will make the final purchase confirmation of tickets via email, sending the voucher and instructions for ticket collection when necessary.
Important: If any inconsistency is identified in the provided data (users, passengers, or payment) or if there is any suspicion of irregularity or fraud in the process, DeÔnibus reserves the right to cancel or suspend the registration and purchase at its sole discretion, convenience, and security.
In such cases, DeÔnibus may cancel the ticket purchase even after its authorization. The cancellation will be carried out by DeÔnibus independently of any judicial or extrajudicial notification, and the buyer will be notified by email.
The purchase voucher (or receipt ) is not sufficient for boarding the bus and traveling with the associated bus company. Before boarding, it is necessary to have your tickets in hand, which can occur in two ways:
"Easy Boarding" (BP-e - Electronic Ticket) received by DeÔnibus:
With this document, the passenger can board directly on the bus of the bus company without going through the ticket office or kiosk, presenting an original document with a photo whenever requested.
Collect the ticket at the ticket office or kiosk of the bus company
For tickets that do not have "Easy Boarding" (BP-e), the passenger must go to the ticket office of the bus company or the available kiosk at the boarding point to print them. We advise arriving at least 1 hour before the travel time for a smooth process and checking the ticket office hours in advance. It is important to remember that each passenger must present their own original document with a photo.
The ticket must be in the name of the person traveling: At the time of boarding, as well as when printing the ticket at the ticket office, any passenger must present their original photo ID.
To purchase the ticket, it is necessary to complete the online payment of the total amount indicated on DeÔnibus' digital platform. Your purchase will only be confirmed after payment confirmation.
Intermediary companies and financial institutions may contact you to confirm information or conduct the payment process.
Payment can be made through credit card, debit card, bank transfer, PIX, digital wallets, among other means available at the time of payment.
Attention to correctly filling in the bank details at the time of purchase.
Important: DeÔnibus reserves the right to exclude or include payment methods or conditions according to its will and necessity, always seeking the security of its customers and operation.
Payment made by credit card may be subject to interest according to the credit card operator and the number of installments chosen
DeÔnibus is not responsible for the non-approval of the payment made by the user, for any reason.
Price Variations: Since DeÔnibus is only a sales platform, in case of promotions by the bus companies, dynamic price adjustments, and/or operational errors of the companies that prevent the purchase from being completed at the expected price and conditions, we will not be responsible, as these offers are outside the scope of the platform, which only offers the product and enables the purchase.
The total amount to be paid includes the ticket price and the "Service Fee," as well as any optional insurance and/or other additional services that can be purchased, which are informed and itemized during the purchase process.
The invoice for DeÔnibus services will only include the service fee, excluding the ticket price, whose fiscal documentation is the ticket itself and is the responsibility of the bus companies.
The "Service Fee" amount may vary, as it will be calculated proportionally to the total value of the chosen tickets.
The "Service Fee" is the amount you pay for using the intermediation services with the bus companies and the DeÔnibus digital platform, which include:
Ease and convenience to search, compare, and purchase tickets from different bus companies;
Making payments quickly and securely, with various possibilities for forms and conditions;
Service provided by a team prepared to offer support and answer questions.
Considering that the intermediation service and the use of the DeÔnibus digital platform are concluded with the ticket purchase, the Service Fee amount will not be refunded in case of withdrawal and/or cancellation.
Always pay attention to the deadlines, rules, and conditions for requesting ticket cancellations. In particular, as specific state laws may establish different rules regarding times and limits for ticket cancellation.
Online Cancellation – Ticket cancellation directly on the DeÔnibus digital platform can be made up to 4 hours before the scheduled departure time. Cancellation requests will not be accepted by email, phone, or any other customer service channel.
- The cancellation can be requested per ticket and not necessarily for the entire purchase;
- The service fee will not be refunded;
- Tickets already issued at the ticket office, exchanged, altered, or canceled cannot be canceled online with DeÔnibus.
Exceptions:
Intermunicipal tickets within the state of São Paulo: Cancellations and rescheduling are allowed with a minimum of 8 hours' notice before the scheduled departure time.
Intermunicipal tickets within the state of Minas Gerais: Cancellations and rescheduling are allowed with a minimum of 12 hours' notice before the scheduled departure time.
Purchases made with the Andorinha bus company: Cancellation must be requested with a minimum of 8 hours' notice before the departure time.
No online cancellations allowed: Tickets from the bus companies JR4000, Araguaia Tur, Cidão Transportes, Expresso Santa Marta, JJTUR, Matriz Transporte, Nobre Transporte, Paratins (Aguatur), PH Transportes, Tocantins, Real Maia, Crisbel, Rota do Mar, Bueno Viagens, Transaquino, Jamjoy, Progresso Recife, and Cruzeiro cannot be canceled online and must be canceled directly with the respective bus companies.
Directly with the bus company – You can cancel your purchase up to 3 hours before the departure time, following the procedures of the respective bus company.
Why doesn't the 7-day right of withdrawal rule from the Consumer Protection Code (Article 49) always apply?
Because ticket purchases are often made less than 7 days before the departure date.
Both DEÔNIBUS and the bus company secured the transport and reserved your ticket, so when the purchase is made less than 7 days before the departure date, the rules specified by the National Land Transport Agency (ANTT) apply, which guarantee rescheduling up to 1 year in the case of interstate tickets.
Remember that whenever tickets are purchased more than 7 days before the departure, the user can rely on the Consumer Protection Code's rules.
Important to know:
Cancellation requests are subject to the approval of the bus company operating the trip, and if the cancellation request is denied, you will need to contact the bus company directly to learn the procedures to follow and the reason for the denial.
If the ticket is not used, you will not be entitled to a refund, but the right to reschedule remains as per the rules detailed in the "Rescheduling" section.
Online cancellations will not be authorized for tickets that have already been changed directly with the bus company.
Printed, boarded, exchanged, rescheduled, or previously canceled tickets will not be canceled online through the DeÔnibus digital platform. In such cases, only the bus companies can proceed with the cancellation if applicable.
It is important to remember that after the departure date on the ticket, the relationship with DeÔnibus will be terminated, and the rules detailed by each bus company will apply
Each state may apply its own rules regarding deadlines for cancellation and rescheduling of tickets from one municipality to another within the state, such as in Minas Gerais and São Paulo, which have longer rescheduling periods than other states.
Refunds
Refunds for canceled tickets will be made according to the payment method used for the purchase. For example, payments made by credit card will be refunded to the credit card; payments made by bank debit will be refunded via bank deposit; and the same logic applies to other available payment methods.
In cases of installment payments made by credit card, the refund will be processed according to the schedule provided by the credit card company to the operator.
The service fee, charges, and any applicable interest do not constitute part of the ticket price and are non-refundable. It is important to note that the bus company may deduct up to 5% of the amount paid as a compensatory fine if the passenger cancels or transfers the ticket within the stipulated deadlines.
Refund Deadline
Online Cancellation: When the cancellation request is made online through the DeÔnibus digital platform and its partners, the refund period may vary depending on the payment method chosen:
Credit Card:Up to 60 calendar days (one to two subsequent billing cycles);
Debit: Up to 30 calendar days;
Bank Transfer: Up to 3 business days;
Pix: Up to 2 hours.
Cancellation with the Bus Company: If the cancellation is made directly with the bus companies (ticket office, phone, email), DeÔnibus must wait for the bus company's request to proceed with the refund to customers, which may extend the deadlines mentioned above, as the platform is entirely dependent on the bus company's action.
Ticket Validity
According to ANTT guidelines, interstate tickets will have a maximum validity of one year from the date of their first issuance, regardless of whether they have a scheduled date and time. Rescheduling must be done directly with the responsible bus company, and a new fee may be charged for this.
Each state may apply its own rules regarding deadlines for cancellation and rescheduling of tickets from one municipality to another within the state, such as in Minas Gerais and São Paulo, which have longer rescheduling periods than other states.
DeÔnibus only handles ticket cancellation requests. Exchanges, transfers, rescheduling, and trip changes can only be made directly with the bus company under the forms, deadlines, and conditions they stipulate.
As a rule:
interstate tickets: If your trip is interstate , meaning from one state to another, you can make an exchange within up to 1 year (from the initial boarding date) by requesting the change directly with the company responsible for the trip. However, please note that the bus company responsible for the trip may charge up to 20% of the ticket price as a rescheduling fee.
intercity tickets: If your trip is intercity , meaning between cities within the same state, the exchange is not guaranteed by rule, but we advise you to contact the bus company responsible for the trip to check the best alternative for your situation.
For your convenience, DeÔnibus offers trips with connections when there is no direct itinerary to the destination or to offer a cheaper fare. By making a connection, you can travel from the departure city to an intermediate destination and finally to the final destination city.
The connections offered by the platform are always "fixed," meaning you cannot purchase separate segments different from those offered.
When purchasing trips with connections, it is important to note the schedules, intervals, and waiting times between trips. Connections may or may not be directly offered by the bus companies.
DeÔnibus is not responsible for any delays in departure or arrival, changes to the original route, or trip cancellations that result in a missed connection.
The purchase of a trip with a connection is made through a single order. On the DeÔnibus Digital Platform, you can cancel the entire purchase or an entire segment (one-way/return), but you cannot cancel just one part of the trip, whether outbound or return.
To board and continue the journey, the passenger must observe certain rules; otherwise, they may be denied boarding or required to disembark from the vehicle, in accordance with Article 30 of Decree 2.521/1998.
Always identify yourself when required.
Pay the fares.
Take care of the vehicle and travel goods.
Do not smoke on the vehicle.
Do not consume alcohol on the vehicle or travel intoxicated.
Do not carry a weapon without permission from the appropriate authority.
Do not transport or board dangerous goods.
Do not use a sound device.
Do not board with items that are incompatible in size or packaging with the luggage compartment.
Animal Transport
The transport of domestic and wild animals is at the discretion of the bus companies. It is your responsibility, as the user, to consult the terms and conditions of the chosen bus company to verify whether they allow the transport of your pet.
In addition to the specific terms and conditions of the bus companies, it is important to follow the regulations established by the Ministry of Agriculture, Livestock, and Supply and the Brazilian Institute of Environment and Renewable Natural Resources (IBAMA) for the transport of wild animals.
DeÔnibus does not own or have any corporate interest in the bus companies that sell their tickets through the Digital Platform.
DeÔnibus is not responsible for ticket issuance, baggage loss, travel accidents, route deviations, or any other damage for which DeÔnibus is not directly responsible.
DeÔnibus is not liable for:
Changes to the itinerary requested by the bus company;
Delays in departure or arrival;
Changes to the original route or trip cancellations;
Accidents or injuries that occur during transportation;
Loss or damage to passenger baggage, or any other incidents that occur under the responsibility of the bus company.
The bus company is solely responsible for any damage or losses that may be caused to the passenger or their baggage during the execution of the transport contract.
DeÔnibus is not responsible for any issues arising from the actions and services provided by the bus companies.
In cases where you or a third party initiate any type of complaint or legal action against any of the bus companies using the DeÔnibus Digital Platform, all individuals involved in the complaints or actions release DeÔnibus and its directors, managers, employees, agents, workers, representatives, and attorneys from any liability related to any defects caused by the bus company's service provision.
Any registered person can obtain information about the use of their personal data by consulting DeÔnibus's Privacy Policy. The bus companies have their own privacy policies, which can be consulted separately.
DeÔnibus will not sell, rent, or transfer your data to third parties without your express prior authorization.
The data collected from users during registration, whether through form filling or Social Login via Google, Facebook, or Apple, will be used for transactional communication and for the relationship between DeÔnibus and the user. The traveler data collected will be shared with partners for the proper provision of transportation services, insurance, or other services sold by the company.
This information may also be aggregated and used internally as generic statistics to better understand user profiles and improve the products and services offered on the DeÔnibus website.
These Terms of Use are governed by the laws of the Federative Republic of Brazil and by the International Treaties and Conventions to which Brazil is a signatory, with the Central Court of the District of São Paulo, São Paulo, being elected as the jurisdiction, with express waiver of any other, however privileged it may be or may become, to resolve any doubts, issues, or disputes arising from this document.
DeÔnibus is not responsible for any damage, loss, or harm suffered by the user due to failures arising from telecommunication services, in the system or services used by the user, nor for any virus that may attack the user's equipment as a result of accessing, using, or browsing the internet or as a consequence of data, file, image, text, or audio transfer.
DeÔnibus may change these Terms of Use at any time to improve and enhance the services it offers.
Any changes made by DeÔnibus will be noted on the digital platform. Therefore, we recommend that the Terms of Use be periodically reviewed to stay informed about any modifications.
