Villa CanInna Cancellation Policy

1. Scope of this policy

This Cancellation Policy applies to Villa CanInna boarding and daycare bookings, add-on services, date changes, no-shows, early departures, denied admission, delays, and refunds. By booking, paying, or dropping off their dog, the customer accepts this policy together with the Terms and Conditions.

2. Cancellations eligible for a full refund

To request a full refund for the booked service, the cancellation must be made at least 7 calendar days before the scheduled check-in date and time and must be confirmed by Villa CanInna through a verifiable channel.

The full refund applies to the amount actually paid for the service, less bank fees, payment-processor fees, chargeback costs, third-party charges, or other non-recoverable costs when the payment provider does not return them to Villa CanInna.

3. Cancellations eligible for a partial refund

If the customer cancels between 3 and 6 calendar days before the check-in date and time, 50% of the amount paid for the service will be refunded, less any applicable fees, third-party charges, or non-recoverable costs.

4. Non-refundable cancellations

Cancellations made less than 72 hours before the check-in date and time are not eligible for a refund because capacity has been reserved, staff and operations have been planned, and the opportunity to assign that space to another dog has been lost.

5. No-shows, late arrival, and early departure

If the customer does not arrive at the agreed date and time without a confirmed cancellation, the booking will be considered a no-show and no refund or credit will be issued unless otherwise required by law.

• Late check-in or check-out is subject to a penalty starting at $200 MXN, which may increase based on the length of the delay, current rates, location operations, and any additional costs incurred.
• If the customer picks up the dog before the booked date or time by their own choice, because of the dog's behavior or illness, failure to meet requirements, or a Villa CanInna pickup request resulting from omitted information, no refund will be issued for unused nights, days, hours, or services.
• If the dog is not picked up on time, the customer must pay for the additional stay, food, staffing, cleaning, transportation, veterinary costs, and any other expense required for the dog's care.

6. Admission denied for health, vaccination, or safety reasons

Villa CanInna may deny admission, cancel the stay, isolate the dog, or require immediate pickup if any of the following circumstances are identified:

• The vaccination record is missing, incomplete, expired, illegible, or cannot be verified.
• The dog is missing boosters from the past year or vaccines required by Villa CanInna for the service or location.
• The dog has not received internal or external parasite prevention, or has fleas, ticks, or signs of infestation.
• The dog has coughing, vomiting, diarrhea, fever, discharge, wounds, visible pain, a contagious illness, or undisclosed symptoms.
• A female dog is in heat, is suspected to be in heat, or information about this condition was omitted.
• The dog displays severe aggression, unsafe behavior, extreme anxiety, or poses a risk to itself, other dogs, staff, or the facilities.
• No emergency contact is available, or the customer refuses to authorize reasonable health or safety measures.

When admission is denied or the stay is canceled because of the customer's noncompliance, false or omitted information, insufficient documentation, the dog's behavior, or a health risk, the booking will be treated as a same-day cancellation attributable to the customer: no refund will be issued, and the customer must pay any resulting additional costs, damage, veterinary care, cleaning, isolation, or transportation.

7. Cancellations due to the dog's illness or condition

If the customer cancels because their dog has an illness, injury, is in heat, has parasites or symptoms, or has another condition that prevents the stay, the cancellation deadlines in this policy apply. At its sole discretion and on a case-by-case basis, Villa CanInna may offer credit toward a future booking if the customer provides a verifiable veterinary certificate before check-in.

No refund will be issued when the illness, symptom, or condition is detected at check-in or during the stay and was not reported in a timely manner, or when the customer stated in the booking that their dog met the health, vaccination, deworming, and sociability requirements.

8. Senior dogs, accidents, and emergencies during the stay

For senior dogs, especially those aged 7 years or older, or dogs with medical conditions, injuries, medication, anxiety, or a medical history, the customer acknowledges a greater risk of worsening symptoms, decompensation, accidents, veterinary emergencies, or death. These events do not automatically result in cancellation, a refund, a discount, or compensation.

The customer is responsible for the cost of consultations, transportation, medication, tests, treatment, hospitalization, special care, isolation, or urgent pickup when they result from the dog's own condition, advanced age, a pre-existing illness, omitted information, an unpredictable reaction, an unforeseen event, force majeure, or interaction with other animals, except where Villa CanInna has direct, non-waivable liability as determined under applicable law.

9. Booking changes

Changes to the date, time, location, service, number of dogs, or duration are subject to availability and must be requested at least 5 calendar days in advance. If the new booking has a higher rate, the customer must pay the difference before the change is confirmed.

Requests made less than 5 calendar days in advance may be declined or accepted with additional charges. A change that Villa CanInna has not confirmed does not alter the cancellation policy that applies to the original booking.

10. Special seasons, promotions, and packages

During high-demand periods, holiday weekends, school breaks, Easter, summer, December, public holidays, special events, promotions, packages, or preferred-rate offers, Villa CanInna may require deposits, non-refundable payments, minimum stays, stricter change rules, or blackout dates. These conditions will be disclosed when booking and will take precedence over the general policy where they are more specific.

11. Cancellations by Villa CanInna

If Villa CanInna cancels a booking for its own operational reasons that are not attributable to the customer, it may offer rescheduling at no additional charge or a refund of the amount paid for the service that was not provided.

If the cancellation results from force majeure, a health emergency, closure ordered by an authority, a natural event, widespread outages, a safety risk, an inability to operate safely, the dog's behavior, the customer's noncompliance, or false or omitted information, the applicable rules in this policy and the Terms and Conditions will apply.

12. How to cancel or request a change

To request a cancellation or change, the customer must contact Villa CanInna through a verifiable channel and provide the booking holder's name, the dog's name, location, dates, booked service, proof of payment, and the reason for the request.

• Email: cancelaciones@villacaninna.com
• Phone or WhatsApp for the booked location
• The contact form on the website

A cancellation or change takes effect only after Villa CanInna confirms the request. Messages sent outside business hours may be processed on the next business day and do not, by themselves, change the deadlines in this policy.

13. Refund timing and method

Approved refunds will be processed within 5 to 10 business days after internal approval of the cancellation. The time required for the funds to appear depends on the bank, payment processor, payment method, or third-party procedures.

Villa CanInna may request additional information or documents to process a refund. Missing information may delay the process without generating interest, compensation, or charges in the customer's favor unless otherwise required by law.

14. Credits and account balances

When Villa CanInna authorizes a credit instead of a refund, the credit will be valid for 12 months from the date of issue, will be subject to availability, will not be transferable without written authorization, and may be applied to Villa CanInna services. If the new booking has a higher rate, the customer must pay the difference.

15. Non-waivable rights and applicable law

Nothing in this policy is intended to limit consumer rights that cannot be waived under applicable law. If any provision is found invalid or unenforceable, the remaining provisions will remain valid and will be interpreted as closely as legally possible to their original purpose.