How we work, and how to reach us.

Get in touch

We're a small team based in Rio de Janeiro. We reply to all messages within 15 minutes, 7 days a week — in English, French, or Portuguese.

Cancellation policy

Free cancellation — up to 48 hours before departure

You can cancel your transfer for free up to 48 hours before your scheduled pickup time. You'll receive a full refund within 5–10 business days to your original payment method.

Within 48 hours of departure

Cancellations made less than 48 hours before the scheduled pickup are non-refundable. If you need to reschedule, contact us as soon as possible — we'll do our best to find an alternative.

Flight delays

If your flight is delayed, we monitor it automatically when you provide your flight number at booking. We'll transfer you to the next available departure slot at no extra charge.

If we cancel

In the rare event that we need to cancel your transfer (severe weather, vessel unavailability, etc.), you'll receive a full refund and priority rebooking on the next available slot.

Terms of service

Service

Ilha operates shuttle and speedboat transfer services between Rio de Janeiro and Vila do Abraão (Ilha Grande), Brazil. By completing a booking, you agree to these terms.

Payment

Full payment is required at the time of booking. Your seat is only confirmed once payment is received. Payments are processed securely via Stripe and are protected by PCI-DSS standards.

Passenger responsibilities

• Be at the pickup address at the agreed time. We wait up to 10 minutes past the scheduled pickup.
• Carry valid ID. Brazilian law requires identification on all transport services.
• Inform us of any luggage beyond the standard allowance (1 bag up to 23 kg + 1 carry-on per person) at the time of booking.
• Passengers travelling with minors must carry appropriate documentation as required by Brazilian law.

Liability

Ilha is not responsible for delays caused by traffic, weather, or events beyond our control. All vehicles and boats carry the required insurance coverage under Brazilian law.

Governing law

These terms are governed by the laws of Brazil. Any disputes shall be resolved in the courts of Rio de Janeiro, RJ.

Privacy policy

We collect and use personal data in compliance with Brazil's Lei Geral de Proteção de Dados (LGPD — Law 13.709/2018) and, where applicable, the EU General Data Protection Regulation (GDPR).

Data we collect

• Full name, email address, and phone number
• Travel details (pickup address, departure date and time, flight number)
• Payment data — processed entirely by Stripe; we never store card details

How we use your data

• To confirm and manage your booking
• To send your confirmation voucher and pre-trip details
• To coordinate your transfer with our drivers and boat captains
• To contact you in case of changes or delays

Data retention

We retain your data for 2 years from the date of your transfer, then delete it permanently — unless we are required by law to keep it longer.

Your rights

Under the LGPD and GDPR, you have the right to access, correct, or request deletion of your personal data at any time. To exercise these rights, email us at transferilha@gmail.com.

Third parties

We share only the data strictly necessary for operations: your name and pickup details with our drivers and boat operators. We do not sell or share your data with advertisers or third-party marketers.