Terms and Conditions

Terms and Conditions

Acceptance of Terms and Conditions

Thank you for choosing the services of www.totravelagency.com. By accessing this website or any of its social media platforms such as Facebook, Instagram, Google Plus, and/or Twitter, you accept the present terms and conditions. Therefore, you must review them carefully before continuing. If the user does not agree to be bound by these terms and conditions, they must immediately cease using and accessing the site. The terms and conditions set forth in this document are subject to change without prior notice.

Responsibilities

Time Out, a travel agency, acts solely as an intermediary agent. Its role, for the purposes of these Terms and Conditions, shall be solely and exclusively as an INTERMEDIARY, operating from its headquarters in León, Guanajuato, providing clients through its website, including but not limited to, services such as land and air transportation reservations; hotel and lodging reservations; travel packages; car rentals; excursions, cruises, among others. Once reservations are confirmed by Time Out with the selected travel services (subject to availability), the agency’s role as an intermediary ends, as the travel services will be provided directly by the SUPPLIERS.

Time Out has no control over these companies; therefore, in all travel arrangements, our agency acts on behalf of our clients, organizing transportation, accommodation, or other required tourism services in their name. We assume no responsibility in case of accidents, losses, damages, delays, inconveniences, or any other irregularities caused by vehicle defects or due to acts of omission, negligence, or carelessness by any company or individual hired by these suppliers, or as a result of vandalism, strikes, wars, government actions, weather conditions, or any other factors involving additional expenses due to delays, itinerary changes, or other causes.

Time Out reserves the right to accept or reject any reservation request from any passenger for any tour or travel package, or to cancel or modify a travel package if circumstances warrant it. Any service request made to our company will be understood as consent to these conditions.

Prices and Rates

All prices and rates are subject to change without prior notice until full payment and proper availability confirmation are made.

Published rates are quoted in various currencies, which are duly specified. Rates in Mexican Pesos will be charged in Mexican Pesos. For other currencies, the transaction amount will be converted to U.S. Dollars at the exchange rate on the date of the transaction.

Prices and rates do not include extras, tips, airport taxes, resort fees, excess baggage, or any other item not explicitly stated in the program.

Itinerary

The company reserves the right to modify, without prior notice, the order of excursions or trips due to weather conditions, river levels, arrival or departure times of planes, buses, or trains, or any other relevant reason, in order to ensure the optimal development of your trip.

Reservations

All reservations are subject to confirmation upon full payment of services. If a payment plan contract has been signed between the company and the client, the reservation may be confirmed with a deposit, and the client will be informed of the final payment deadline. Failure to comply with the payment deadlines will result in the reservation being canceled without refund.

Payments for our services must be made according to the methods specified. Once the travel package reservation is confirmed via email with a confirmation code, it will be guaranteed, unless canceled due to reasons stated under the «Responsibilities» section, which are entirely beyond the company’s control.

Cancellations, returns, and refunds are governed by the terms and conditions stipulated in the Cancellation, Return, and Refund Policy.

Hotels

Hotel reservations can only be confirmed once full payment has been made (unless otherwise agreed in writing). If a specific agreement is made between the company and the client, the reservation may be confirmed with a deposit.

The client must only present the confirmation code and valid ID at the hotel. Any extra consumption not clearly specified as included in the reservation must be paid directly by the guest and will be their sole responsibility.

Airline Tickets

Airfare prices and rates are subject to availability and change without prior notice until tickets are issued. Flight schedules, itineraries, numbers, and times are subject to change by the airline up until the travel date.

All airline ticket reservations are subject to confirmation upon full payment and until tickets are issued. Tickets issued for air transportation are non-refundable and cannot be rerouted. However, date changes may be accepted up to 7 days before the original travel date if the fare allows it, and only upon payment of a penalty (subject to change without prior notice). The service provider may modify these conditions at any time without notice.

For electronic tickets (e-tickets), passengers do not need to present physical tickets; they only need to identify themselves with a passport (for foreign nationals) or national ID (for residents).

Airlines provide meals or snacks according to their own policies. Passengers are responsible for consuming them or not. Any additional consumption not clearly stated as included must be paid directly by the passenger and is the sole responsibility of the passenger and the airline.

Bus Tickets

Bus ticket prices and rates are subject to availability and change without prior notice until tickets are issued. Schedules, itineraries, and times are subject to change by the bus operator until the date of travel.

All bus ticket reservations are subject to confirmation upon full payment and until tickets are issued. Tickets issued for bus transportation are non-refundable, non-reroutable, and non-changeable. The service operator may modify these conditions without prior notice. Bus operators provide meals or snacks according to their policies. Passengers are responsible for consuming them or not.

Train Transportation Service

Train ticket prices and rates are subject to availability and change without prior notice until tickets are issued. Schedules, itineraries, and times are subject to change by the train operator until the date of travel.

All train ticket reservations are subject to confirmation upon full payment and until tickets are issued. Tickets issued for train transportation are non-refundable, non-reroutable, and non-changeable. The operator may modify these conditions without prior notice. Train operators serve meals or snacks according to their policies. Passengers are responsible for consuming them or not.

Any additional consumption not clearly specified as included must be paid directly by the passenger and is the sole responsibility of the passenger and the train operator.

Payment Policy

For individual passengers, our payment policy requires full payment of services at least 15 days prior to arrival, unless otherwise stated. For groups, full payment and passenger lists are required at least 25 days before arrival, unless otherwise agreed.

Any modification of agreed services or purchase of new services once the trip has started must be paid directly by the passenger or, if accepted by the agency, may be charged to a credit card.

Payment Methods

Accepted forms of pre-payment for service confirmation:

  • VISA and MASTERCARD debit cards

  • VISA and MASTERCARD credit cards

  • Bank deposits and transfers

  • Payments at convenience stores

Documentation

The passenger is responsible for holding a valid passport or other travel documents and visas, as required by the laws of the countries they are visiting. To make reservations, the following passenger information is required: Full Name, Passport Number, Nationality, Age, Gender. It is also recommended to provide information regarding allergies, illnesses, medical conditions, dietary preferences, and any other relevant details.

Baggage

The allowed baggage weight for domestic/international flights and land services varies by airline and route. The passenger is responsible for their luggage, and any claims for loss or theft must be made directly to the transportation operator.

Obligations

If a service cannot be provided due to an error or failure directly attributable to the service provider, they will make their best effort to offer a solution of equal value. If an equivalent service cannot be provided, the actual value of the non-provided service will be refunded, excluding any consequences, indirect costs, or additional costs associated with the service failure. Any claim regarding services not provided must be submitted in writing within 7 days after the end of the trip. Cancellations, returns, and refunds are subject to the terms and conditions outlined in the Cancellation, Return & Refund Policy.


CANCELLATION, RETURN & REFUND POLICY

 

Individual and Group Passengers

  • If a cancellation request is received up to and including 60 days before the passengers’ arrival date, a refund will be granted with a 15% penalty for administrative costs, excluding financial expenses such as bank transfer fees, credit card commissions, or other associated costs. Exceptions apply as stated below.

  • If a cancellation request is received up to and including 45 days before the arrival date, the refund will be subject to a 35% cancellation fee, plus any financial expenses or other related costs. Exceptions apply as stated below.

  • If a cancellation is received 35–20 days before the passengers’ arrival, the refund will be subject to a 65% cancellation fee, plus any financial expenses or associated costs. Exceptions apply as stated below.

  • No refund will be granted if the cancellation request is received 19 days or less before the arrival date. No refund will be issued for no-shows or cancellations made during the trip. There is no refund for unused portions of travel packages or accommodations.

If travel packages include already-issued airline, bus, or train tickets, no refund will be granted for these services.

Some services may be interrupted or canceled due to weather, force majeure, civil disturbances, etc., or other circumstances beyond the control of the agency, airlines, hotels, or suppliers. No refunds will be issued due to such interruptions or cancellations beyond our control.

Exceptions

Certain suppliers have stricter cancellation policies regarding group bookings. Therefore, for group reservations exceeding 10 passengers, suppliers reserve the right to impose a 35% penalty up to 90 days before the travel date, and a 100% cancellation penalty up to 45 days before the travel date.

During peak season, our company reserves the right to modify the cancellation policies if our suppliers apply different penalties than those listed above.