Refund and Cancellation Policy

1. Scope

This Policy applies to vouchers and experiences purchased through Yucatán Deals. It forms part of the Terms and Conditions and must be read together with the specific conditions of each offer.

An offer-specific policy may grant more favourable rights but may never reduce mandatory rights under Mexican law.

2. Statutory withdrawal for distance purchases

Where applicable, the consumer may revoke consent within five business days after delivery of the voucher or conclusion of the transaction, whichever occurs later, without a penalty and without giving a reason.

To exercise this right, the voucher must be unused and the experience must not have been supplied. The right does not apply where the service is scheduled for ten business days or less after the purchase order.

The request must be sent to hola@yucatan.deals through a channel that allows receipt to be proven and include the purchaser's name, purchase email and order number. No reason is required.

3. Cancellation by the participating business

If the business cancels the experience, refuses a reservation that should have been available under the offer or cannot provide the service for a reason attributable to it, the consumer may choose:

• a full refund to the original payment method; or
• an expressly accepted new date or equivalent experience.

4. Service not provided, incomplete or deficient

If the experience is not provided, materially differs from the offer, is incomplete, unsafe or deficient for reasons attributable to the business, the consumer may request performance, correction, an equivalent alternative, a price reduction or refund according to the circumstances and applicable law.

Where the statutory conditions are met, the consumer is also entitled to a bonus or compensation of at least twenty percent of the price paid, without prejudice to any damages that may apply.

5. Consumer-requested cancellation

After the statutory withdrawal period, cancellation depends on the specific policy displayed before payment. The offer must clearly state any free cancellation deadline, refundable percentage, applicable charge and procedure.

If an offer does not publish a specific cancellation policy, a more restrictive condition may not be imposed afterwards. Yucatán Deals and the business must seek a reasonable solution without affecting statutory rights.

6. Reservations, no-shows and late arrival

A no-show may result in loss of the voucher or refund only where the reservation obligation, cut-off time, grace period and consequence were clearly disclosed before payment.

If the consumer cannot attend because of a verifiable extraordinary circumstance, the business and Yucatán Deals will consider in good faith a reschedule, credit or refund. This does not create an automatic guarantee beyond statutory rights.

7. Expired or used vouchers

A correctly redeemed voucher is not refundable unless the experience was deficient or another statutory ground exists.

Expiry alone does not automatically create a refund where validity and reservation requirements were clearly disclosed and the business maintained reasonable availability. This rule does not apply where expiry or non-use results from breach, incorrect information or unavailability attributable to the business or Yucatán Deals.

8. How to request a refund

Send the request to hola@yucatan.deals with the purchaser's name, purchase email, order number, experience, reason for the request and, where relevant, supporting material such as messages, photographs or cancellation confirmation.

Yucatán Deals will acknowledge receipt or provide an initial response within two business days. The ordinary decision period is fifteen business days. A correctly exercised statutory withdrawal right is not subject to the business's discretion.

9. Refund method and timing

Approved refunds will be returned through the original payment method unless the consumer expressly accepts another method. Stripe fees, platform commissions and administrative costs will not be deducted.

Once a refund is approved or recognised, the refund instruction will be submitted to Stripe within five business days. The bank or card issuer may require additional processing time. Electronic confirmation will be sent to the consumer.

10. Chargebacks

The consumer may use the rights available through the payment issuer. Contacting hola@yucatan.deals first is recommended to seek a quick solution, but it is not a requirement and does not waive other remedies.

A fraudulent or duplicate chargeback may result in temporary suspension of the voucher during investigation, with the consumer retaining the right to information and clarification.

11. Contact

Email: hola@yucatan.deals. Hours: Monday to Friday, 9:00 a.m. to 6:00 p.m., Mérida, Yucatán time. Use the subject line “Refund / order [number]” so the request can be identified promptly.

Consumer Rights