Reservation and cancellation policies
Booking Terms and Conditions
1. Reservation Procedure
Please read these terms and conditions carefully, as all reservations are subject to them.
The contractual relationship between the traveler and Travelezza will be considered formalized once the client confirms in writing the acceptance of their itinerary and the corresponding advance payment is received, and Travelezza has confirmed the availability of the services.
Payment of any amount implies express acceptance of these Terms and Conditions, as well as the applicable policies of the suppliers involved.
2. Advances and Final Payment
To confirm a reservation, a minimum advance payment of 50% of the total cost of the contracted services is required.
The remaining balance must be paid in full at least 30 days before the start of tourist services.
For reservations made less than 30 days in advance, immediate full payment will be required in order to confirm services.
Until the advance payment and/or full payment has been received, Travelezza cannot guarantee availability or rates, as all services are subject to confirmation by third parties.
In the event that the final payment is not received within the established deadlines, Travelezza reserves the right to consider the reservation as cancelled by the client, applying the corresponding cancellation policies.
3. Payment Methods
Credit card payments
The customer must notify their travel advisor of their intention to pay by credit card.
Travelezza will send a secure payment link via email or WhatsApp with the corresponding instructions.
Prices include applicable taxes; however, they do not include bank fees or financial service charges, which will be borne by the client and added to the total of the proposal.
Payments by bank transfer
The customer must inform their travel advisor that they wish to make the payment via bank transfer.
Travelezza's bank details will be sent privately, only after the intention to pay has been confirmed.
Payments must be made in Mexican pesos (MXN) to bank accounts in Mexico.
For international transfers, the issuing bank must perform the corresponding conversion to Mexican pesos; any charges or exchange rate differences will be the responsibility of the client.
If the customer requires an invoice, payment must be made via bank transfer.
Prices include:
16% VAT on the total applicable services
Lodging Tax (ISH) in force, where applicable
4. Payment Confirmation
Once the payment has been made, the customer must send the corresponding receipt to the email address: info@travelezza.com
Travelezza is not responsible for delays, errors or disruptions to the reservation if the payment methods described are not followed correctly.
5. Modifications and Changes
Any changes requested after the reservation has been confirmed may be subject to:
Supplier availability
Rate adjustments
Administrative charges or penalties imposed by third parties
Travelezza will do its best to accommodate change requests; however, it cannot guarantee their feasibility, especially when requested close to the start of the trip or during peak season.
6. Rates, Availability and Suppliers
All rates are subject to availability and change without notice until services have been confirmed and paid for in full.
Travelezza acts as an intermediary between the client and the providers of tourist services (hotels, transporters, local operators, guides, etc.).
Each provider has its own cancellation, modification, and operation policies, which will apply in each case.
7. Responsibility
Travelezza designs and coordinates travel experiences with high standards of quality; however, it is not responsible for:
Delays, cancellations or changes resulting from causes beyond your control.
Force majeure situations (weather, security conditions, government regulations, operational failures of suppliers, among others).
8. Acceptance of Conditions
The customer acknowledges having read, understood and accepted these Terms and Conditions at the time of making any payment related to their reservation.
Cancellation, Change and No-Show Policies
1. Cancellation Request
All cancellation requests must be made in writing via email to Travelezza, stating the reason for the cancellation.
Once the request is received, Travelezza will respond within the next 48 business hours by sending a cancellation form that must be completed and returned via the same method within a period of no more than 24 business hours.
In the absence of a written request and a duly completed form, the contracted services will be considered valid and confirmed.
2. Refunds
For a cancellation to be eligible for a 100% refund, it must be requested with at least:
7 days before the start of the contracted services, in regular season.
30 days before the start of the contracted services, in high season.
Cancellations requested within these periods will not be refundable.
In the event of a refund, it may take up to 7 business days to be processed by Travelezza, subject to the times and conditions of the financial institutions and suppliers involved.
Peak season:
High season is considered to be:
From December 15 to January 15, Holy Week and Easter Week, National Holidays Bridge and official holidays (These dates apply every year).
3. Charges and Commissions
Cancellations between 30 and 7 days before the trip: Refund of the amount paid, less 10% for administrative and management costs, and less any non-refundable deposit charged by the suppliers.
Cancellations made less than 7 days in advance: Due to the proximity of the date, no refund will be issued.
Additionally, certain services may be subject to non-refundable costs set by third parties (hotels, transportation providers, local operators, exclusive experiences, etc.). In the case of accommodation, the policies of the hotel or property apply.
4. No Shows
If the client does not appear on the date, time and place established, and without having made a written cancellation in accordance with these policies, the reservation will be considered as a NO SHOW and no type of refund will apply.
5. Changes and Reprogramming
Requests for changes or rescheduling will be subject to:
Supplier availability
Possible tariff adjustments
Penalties or charges imposed by third parties
Travelezza will do its best to accommodate these requests; however, it cannot guarantee their feasibility, especially on dates close to the start of the trip or during peak season.
6. Cancellations by Travelezza
Travelezza reserves the right to cancel or modify contracted services in the event of force majeure, including but not limited to:
Adverse weather conditions (heavy rain, storms, hurricanes)
Natural disasters
Acts of terrorism
Political or social instability
Pandemics
Government regulations or other external events beyond our control
In such cases, Travelezza may:
Reschedule the service for a new date, or
Transfer the amount paid as a credit valid for up to one year from the original travel date, applicable to an alternative itinerary agreed between both parties.
7. Supplier Policies
Travelezza acts as an intermediary between the client and the tourism service providers. Each provider has its own cancellation, modification, and operating policies, which will prevail in each case and will apply regardless of the policies described here.
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