NOVATEIRRA

Cancellation policy

This policy describes the general rules for cancellations and modifications. The specific policy of the booked property prevails over the generic conditions described here and is always displayed before checkout. Mexican consumer protection law (LFPC) applies to every booking.

1. Cancellation by the guest

Every property is published with one of the following cancellation tiers. The selected tier appears in the property page and in the booking confirmation.

Flexible

  • Free cancellation up to 48 hours before check-in: refund of 100% of the total paid (excluding non-refundable service fees, if any).
  • Between 48 hours and check-in: refund of 50% of the nightly rate.
  • After check-in: no refund of the nights already started; subsequent nights may be refunded at 50%.

Moderate (default)

  • Free cancellation up to 5 days before check-in: refund of 100% (excluding non-refundable service fees).
  • Between 5 days and check-in: refund of 50% of the nightly rate.
  • After check-in: no refund of the nights already started.

Strict

  • Free cancellation only within the first 24 hours after booking and at least 14 days before check-in: refund of 100%.
  • After that period: refund of 50% up to 7 days before check-in.
  • Less than 7 days from check-in or after check-in: no refund.

2. Modification

Date changes and guest-count changes are subject to availability:

  • If the new dates have the same or lower price, the difference is not refunded automatically (it can be requested in writing).
  • If the new dates have a higher price, the difference is charged through Stripe before the change is confirmed.
  • Modifications made within the cancellation window of your tier do not trigger penalties.

3. No-show

If the guest does not arrive on the check-in date and does not notify NOVATEIRRA, the booking is recorded as no-show and the corresponding cancellation tier applies. After 24 hours without contact, the booking is considered finalised and remaining nights are not refundable.

4. Cancellation by NOVATEIRRA or by the owner

If NOVATEIRRA or the owner cancels for reasons attributable to them (overbooking, property unavailability, material discrepancy with the listing), the guest receives:

  • A full refund of the amounts paid, via Stripe.
  • If possible, an alternative property of equivalent or higher category at no additional cost.
  • The booking is cancelled without penalty for the guest.

5. Force majeure

For events beyond the control of either party (natural disasters, government decisions affecting travel, public health emergencies declared by a competent authority), NOVATEIRRA will offer:

  • Date change at no cost, subject to availability within 12 months from the original date.
  • Credit for the amount paid, valid for 12 months.
  • Refund, when the event makes it materially impossible to perform the stay and an open booking is requested in writing.

6. Refund timelines

  • Refunds are processed through Stripe to the original payment method.
  • Standard timeline: 5 to 10 business days for the amount to appear on your statement.
  • Exchange rates applied by your bank may slightly alter the amount received in your local currency.
  • A confirmation email is sent the moment the refund is issued.

7. Service fees

The NOVATEIRRA service fee disclosed in the price breakdown is refundable when:

  • NOVATEIRRA or the owner cancels the booking.
  • The cancellation occurs within the free-cancellation window of the property’s tier.
  • The cancellation is due to a force majeure event accepted by NOVATEIRRA.

In other cases, the service fee may be retained according to the tier rules.

8. How to cancel

  1. Go to My reservations in your account.
  2. Open the reservation detail.
  3. Click Cancel reservation and follow the steps.
  4. You will receive an email with the refund confirmation (if applicable).

If you need help, write to [email protected] or call +52 33 3359 9449.

9. Consumer rights

Nothing in this policy excludes the rights granted to you as a consumer by the Mexican Federal Consumer Protection Law (LFPC). For any unresolved dispute, you can turn to the Federal Consumer Protection Bureau (PROFECO).

Last updated: May 2026.

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