Villa CanInna Terms and Conditions

1. Acceptance, scope, and applicable agreement

By booking, paying, dropping off their dog, or using any Villa CanInna service, the customer confirms that they have read, understood, and accepted these Terms and Conditions, the Cancellation Policy, the health requirements in the booking form, and any location-specific rule communicated before or during the stay.

These terms apply to boarding, daycare, transportation, special care, and related services. They supplement, but do not replace, the adhesion agreement, booking confirmation, and any specific conditions accepted in writing. All documents will be interpreted together under applicable law without limiting any non-waivable consumer rights.

2. Services, availability, and right of admission

Villa CanInna provides dog boarding and daycare services. Availability, schedules, capacity, rates, activities, shared areas, and service conditions may vary by location, season, size, age, temperament, health status, and each dog's needs.

We may reasonably deny, pause, isolate, modify, or end a service when a dog does not meet health, vaccination, deworming, safety, sociability, or documentation requirements, or when the dog's stay poses a risk to the dog, other dogs, staff, or the facilities. If admission is denied because the customer provided false or incomplete information, failed to meet requirements, or because of the dog's behavior, no refund will be issued and the customer must cover resulting costs.

3. Prices, payments, additional charges, and penalties

Published or quoted rates may depend on the service, number of dogs, size, breed, dates, nights, daycare days, season, location, and add-ons. The booking total includes VAT when indicated. A booking remains subject to payment confirmation, availability, and data validation.

• The customer must pay any price difference caused by date changes, stay extensions, extra services, special care, food, transportation, medication, extraordinary cleaning, or needs not disclosed when booking.
• Late arrival or pickup is subject to a penalty starting at $200 MXN. The amount may increase based on the delay, location operations, staffing required, current rates, and impact on other bookings.
• Veterinary care, medication, transportation, tests, treatment, hospitalization, quarantine, flea baths, and urgent services will initially be paid by the customer, who authorizes them when reasonably necessary. Villa CanInna's payment or coordination of an emergency does not acknowledge liability. Any different allocation of those expenses will be determined later according to the proven cause, the agreement, and applicable law.
• The customer is responsible, to the extent permitted by law, for damage caused by their dog to facilities, equipment, property, staff, other animals, or third parties, including repair, replacement, medical, or veterinary costs.

4. Health, vaccination, and deworming requirements

To protect every guest, the customer represents and warrants that their dog is clinically fit for daycare or boarding. A current vaccination record is required, including boosters from the past year and any vaccines Villa CanInna requires based on age, condition, service, and location, including core vaccines such as rabies, distemper, parvovirus, hepatitis, and any others requested before the stay.

• The dog must have current internal and external parasite prevention and show no fleas, ticks, or signs of infestation.
• Dogs with coughing, vomiting, diarrhea, fever, discharge, open wounds, visible pain, contagious disease, or undisclosed symptoms are not accepted.
• The customer must disclose allergies, surgeries, treatments, seizures, cardiac, respiratory, neurological, digestive, or kidney conditions, anxiety, injuries, medication, and any other special condition.
• Villa CanInna may request documents, deny entry, isolate the dog, or require immediate pickup when a health or safety risk is identified.

If the customer omits relevant information, presents incomplete or false documents, or drops off a dog with symptoms, parasites, or expired vaccines, the customer is responsible for the costs, damage, transmission, treatment, cancellations, and isolation directly caused by that failure.

5. Dogs in heat, behavior, and group interaction

For safety reasons, we do not accept female dogs in heat. If a dog enters heat during the stay or the customer omitted this information, Villa CanInna may isolate her, require immediate pickup, and charge the applicable additional costs.

The customer represents that their dog is sociable with other dogs and people and does not display severe aggression. Interaction among dogs carries inherent risks, including scratches, bites, impacts, falls, stress, fights, undetected contagion, and unpredictable reactions. Villa CanInna applies reasonable supervision and handling measures but cannot guarantee a stay free from incidents inherent to animal interaction.

6. Senior dogs, pre-existing conditions, and death from causes not attributable to Villa CanInna

For operational purposes, dogs aged 7 years or older are considered seniors. Advanced age, a chronic or prior illness, a congenital, latent, or degenerative condition, a disability, injury, recent surgery, or medication may increase the risk of decompensation, worsening symptoms, a medical crisis, veterinary emergency, sudden death, or death even when diligent care is provided.

• Before arrival, the customer must disclose every known or reasonably suspected condition, recent symptom or episode, diagnosis, test, restriction, medication, and the regular veterinarian's contact details. Villa CanInna may request a recent veterinary certificate, care plan, and signed instructions, or may deny or postpone service when it cannot be provided safely.
• Accepting the dog and any visual observation by staff are not a veterinary consultation, diagnosis, or certification of fitness. They also do not mean that Villa CanInna assumes medical risks inherent to the dog's age or condition, whether disclosed or not reasonably detectable upon arrival.
• When Villa CanInna has provided reasonable care consistent with disclosed instructions, it is not responsible for deterioration, crisis, sudden death, or death caused by natural causes, advanced age, a pre-existing, congenital, latent, or degenerative disease, an unpredictable individual reaction, or relevant information omitted by the customer. The fact that an event occurs during the stay does not by itself establish that the service caused it; the record, incident documentation, and any available veterinary opinion will be considered.

The existence and extent of any liability will be determined by the proven causal connection, clinical history, instructions provided, available records, and applicable law. Liability will not be presumed solely because an injury, illness, crisis, or death appears during or after the stay.

7. Medical emergencies and veterinary authorization

The customer must provide an emergency contact who is available throughout the stay and keep all contact information current. If signs of illness, injury, an accident, or another situation requiring care arise, Villa CanInna will notify the customer or emergency contact as soon as reasonably possible. If no one responds or the urgency does not allow waiting, the customer authorizes transportation to a veterinarian and any reasonable immediate evaluation, stabilization, and treatment needed to protect the dog's life or welfare.

The customer will initially cover veterinary expenses, transportation, medication, tests, treatment, and hospitalization. The veterinarian acts as an independent professional under their own clinical judgment. Villa CanInna does not provide veterinary medical services and does not guarantee the veterinarian's availability, diagnosis, treatment, response time, or outcome, and is not responsible for professional acts or omissions outside Villa CanInna's direction or control, to the extent permitted by law.

If a dog dies, Villa CanInna will immediately notify the customer or emergency contact, safeguard the body respectfully, and preserve available incident records. Villa CanInna will not authorize cremation, disposal, or necropsy without the customer's instructions unless required by a health authority or other competent authority. If the cause is unclear, either party may request an evaluation or necropsy by an independent veterinarian. The requesting party will pay for it unless otherwise agreed in writing or required by an applicable determination. The report will be one element of the evaluation and does not by itself constitute automatic acceptance of liability or a compensation amount.

8. Customer responsibilities

The customer agrees to:

• Provide truthful, complete, and current information about the dog's health, vaccinations, age, behavior, and needs.
• Provide food, medication, dosage information, instructions, and necessary items in a clear and safe condition.
• Provide valid identification and, when requested, proof of address, proof of ownership or lawful possession of the dog, and complete and accurate contact details.
• Remain reachable, promptly report any change of phone number, email, or address, and provide an emergency contact who is authorized and able to make decisions and pick up the dog if requested.
• Pay additional charges, penalties, damage, veterinary expenses, and stay extensions arising from the dog or the customer's noncompliance.
• Pick up the dog at the confirmed time and follow the current cancellation, modification, and refund policies.

9. Scope of Villa CanInna's obligations

Villa CanInna's obligations are duties of reasonable care rather than guaranteed results. They consist of:

• Providing the confirmed service with reasonable care, cleanliness, supervision, and safety measures.
• Feeding and caring for the dog according to the instructions received and the location's operations.
• Applying reasonable protocols for emergencies, incidents, or signs of illness.
• Informing the customer of relevant situations during the stay when possible and necessary.

Villa CanInna does not warrant or guarantee that a dog will remain free from illness, injury, decompensation, or death. Any liability and its extent will be determined solely according to the proven cause, the degree of legally attributable involvement, verified direct damage, and applicable law. Consequences without a demonstrable causal connection to the service are excluded, without affecting legally non-waivable rights.

10. Personal items, food, and medication

Customers may bring personal items at their own risk. Villa CanInna is not responsible for the loss, damage, wear, contamination, or destruction of beds, toys, leashes, bowls, clothing, or other items. We recommend labeling every item with the dog's name.

Medication and special food must be delivered clearly labeled, in good condition, and with clear instructions. Villa CanInna may reject unsafe or incomplete medication or instructions, or any care requiring specialized veterinary attention that was not agreed in advance.

11. Late pickup, failure to collect, and abandonment

The customer must collect the dog on the confirmed date and time. If an authorized third party will collect the dog, the customer must notify Villa CanInna in writing in advance, and that person must present valid identification. A delay caused by a documented emergency or force majeure will not be treated as abandonment when the customer promptly communicates, remains reachable, and agrees in writing to a new pickup time and payment arrangement.

From the missed pickup time onward, the service will be extended solely to protect the dog's welfare. The customer must pay the applicable current daily boarding rate, food, medication, extraordinary cleaning, veterinary care, transportation, special handling, and any other necessary, reasonable, and documented expense incurred until the dog is collected or lawfully transferred. These amounts continue to accrue even if the original service was daycare or the customer stops responding.

Villa CanInna will attempt to contact the customer and emergency contact through the phone number, email, WhatsApp, or other details provided in the booking. Contact attempts, messages, calls, incident records, video, identification, payment records, and the dog's documents may be preserved as evidence and, when legally appropriate, shared with the competent authorities in accordance with applicable privacy law.

There will be objective evidence of abandonment for contractual purposes if: (a) the customer expressly states that they will not collect the dog or asks Villa CanInna to keep, dispose of, give away, or find a new home for the dog without completing a lawful surrender; (b) seven calendar days elapse after the agreed pickup time without collection, after at least three reasonable contact attempts made on at least two different days through the available channels, and without an accepted written extension and payment arrangement; or (c) false or unusable identity or contact information was provided and other acts objectively show an intent to relinquish custody. Nonpayment by itself will not be the sole evidence of abandonment.

Abandoning a dog is a serious contractual breach and may also constitute an animal-welfare infraction or another unlawful act. Villa CanInna may immediately document and report the facts to the municipal or state animal-welfare authority, the public prosecutor, police, or any other competent authority; request protective measures; and bring the appropriate legal action to recover amounts owed. Any governmental fine, arrest, seizure, reparation, or other sanction will be determined exclusively by the competent authority under applicable law.

For each abandoned dog, the customer agrees to pay Villa CanInna a contractual penalty of $10,000.00 MXN (ten thousand Mexican pesos). This is a contractual penalty and not a governmental fine. It will apply only to the extent permitted by civil and consumer law, may not exceed the applicable legal limit, and will not duplicate damages or expenses that the law does not allow to be collected together for the same item. If a competent authority or court must reduce it, the highest legally enforceable amount will apply.

The additional-care charges, necessary third-party expenses, contractual penalty, and any sanction imposed by an authority are separate concepts only to the extent the law permits. Nothing in this section waives non-waivable consumer rights or authorizes disproportionate, abusive, or duplicate collection.

Villa CanInna will continue to provide reasonable basic care while the dog remains in its custody. It may place the dog at the disposal of a competent authority or arrange a documented transfer to an authorized animal-welfare entity when permitted or directed by law. Villa CanInna will not sell, adopt out, euthanize, or treat the dog as its property merely because a deadline elapsed; ownership and permanent custody will be resolved through the customer, the competent authority, or the legally applicable procedure. A veterinary emergency may be handled under Section 7.

Collection after the deadline does not erase accrued obligations or prevent a report concerning conduct that may already constitute abandonment. Accepting a partial payment, continuing temporary care, or making further contact attempts does not waive Villa CanInna's rights. The customer remains responsible until the dog is physically collected by an authorized person or lawfully received by the competent authority or authorized entity.

12. Cancellations, refunds, and changes

Cancellations, changes, failures to arrive, refunds, credits, special seasons, admission denials, and early departures are governed by the cancellation policy published on this site and the conditions accepted at the time of booking.

13. Force majeure and events beyond reasonable control

Villa CanInna is not responsible for failures, delays, cancellations, damage, or incidents caused by force majeure or events beyond reasonable control, including natural events, widespread service outages, health emergencies, government restrictions, civil unrest, fires, floods, accidents outside reasonable control, or any event that prevents safe operations.

14. Changes to these terms

Villa CanInna may update these terms for future bookings to reflect operational, legal, safety, pricing, or service changes. The version accepted when the booking was made will apply, and a later change will not retroactively reduce the customer's rights. During a stay, new measures may be applied only when reasonably necessary to protect dogs and people, comply with the law, or follow an instruction from a competent authority.

15. Contact

For questions about these terms, bookings, charges, the dog's health, or documentation, customers may contact us through the website contact form or directly through the corresponding location.