1. INTRODUCTION
Welcome to the website of Ketzaltour S.A. de C.V. (“Ketzaltour S.A. de C.V.”, “we” or “our”). By accessing and using this website and our services, you agree to be legally bound by these Terms and Conditions. If you do not agree with any of these terms, we kindly ask that you refrain from using our services.
For the purposes of these terms, ‘user’ refers to any person who accesses, browses, books, or uses the services offered by Ketzaltour S.A. de C.V.
2. SERVICES OFFERED
Ketzaltour S.A. de C.V. is a company specializing in inbound tourism, tour operations, and Destination Management Company (DMC) services, offering:
• Travel consultancy
• Travel package quotations
• Accommodation, transportation, and activity reservations
• Travel logistics operations
• Traveler information and assistance
• Other complementary services
These services are provided subject to availability and conditions set by third-party suppliers, whose terms and conditions also apply to the user.
Ketzaltour S.A. de C.V. reserves the right to modify, substitute, or cancel services for operational, safety, or force majeure reasons, notifying the user whenever possible.
3. BOOKING AND PAYMENT CONDITIONS
• All rates, availability, and confirmations are subject to change without prior notice until the booking has been confirmed and full payment has been received.
• Bookings require an initial deposit based on the requested service, and full payment must be completed within the period specified in the confirmation.
• In case of late payments, Ketzaltour S.A. de C.V. reserves the right to cancel the booking without any refund obligation.
Payments can be made via bank transfer, credit/debit card, or other methods specified on the Ketzaltour S.A. de C.V. website. Some transactions may be subject to fees or additional charges, which will be disclosed before completing the payment.
4. CANCELLATION AND REFUND POLICY
• Cancellations are subject to the policies of the respective supplier and may incur charges.
• No refunds will be issued in the event of passenger no-shows or voluntary service interruptions.
• Ketzaltour S.A. de C.V. acts as an intermediary in the refund process with suppliers but does not guarantee a full or partial refund of the paid amount.
5. RESPONSIBILITY OF KETZALTOUR S.A. DE C.V.
Ketzaltour S.A. de C.V. notifies that its agents and representatives act solely as facilitators for the passenger in all services, under the express condition that Ketzaltour S.A. de C.V. will not be responsible for any additional expenses beyond those contracted in the order, including lodging, transportation, meals, and others, arising from:
• Natural disasters.
• Socio-political issues (riots, demonstrations, blockades, strikes, etc.).
• Delays in air, land, river, and sea transportation.
• Losses (personal belongings, passports, etc.).
• Accidents and other unforeseen events beyond our control that prevent the fulfillment of the confirmed services.
The tourism transport provider for air, land, river, and sea services may alter the itinerary if necessary or advisable for the well-being of passengers without this being considered a breach of contract by Ketzaltour S.A. de C.V.
The tourism transport provider reserves the right to refuse or discontinue service to any passenger who fails to comply with safety regulations. In such cases, refunds will be processed according to the applicable legal framework in each jurisdiction.
Ketzaltour S.A. de C.V. is not responsible for changes, cancellations, or restrictions due to pandemics, health crises, or other global emergencies affecting travel.
6. TRAVEL INSURANCE AND PASSENGER RESPONSIBILITY
• It is strongly recommended that passengers obtain travel insurance covering cancellations, accidents, illnesses, and baggage loss.
• Passengers are responsible for possessing valid travel documents (passports, visas, permits) and complying with the immigration requirements of their destination.
• Ketzaltour S.A. de C.V. is not liable for the denial of entry to any country due to missing documents or non-compliance with regulations.
7. LIMITATION OF LIABILITY
Ketzaltour S.A. de C.V. is not responsible for:
• Financial losses resulting from itinerary changes, cancellations, or unforeseen events.
• Damages, accidents, or illnesses occurring during travel.
• Services directly provided by third parties (hotels, airlines, transport operators, local guides, etc.).
8. INTELLECTUAL PROPERTY
All content on this website, including text, images, logos, graphics, and designs, is the property of Ketzaltour S.A. de C.V. and is protected by copyright laws. Reproduction without express authorization is prohibited.
9. JURISDICTION AND APPLICABLE LAW
These terms and conditions are governed by the laws of Mexico (United Mexican States), and any disputes shall be resolved in the competent courts of Mexico City.
10. MODIFICATIONS TO THE TERMS AND CONDITIONS
Ketzaltour S.A. de C.V. reserves the right to modify these terms at any time. Changes will take effect once published on our website.