Cancellation Policy

The cancellation of a reservation or any other services ordered through this site will be carried out in accordance with the provisions of the Consumer Protection Law 5741-1981 (hereinafter: the “Consumer Protection Law”), including any regulations enacted under it, and after the customer has placed a reservation through the site under the applicable terms.

Any update regarding the cancellation of a reservation will be subject to the provisions of the Consumer Protection Law and its regulations, and may be submitted in one of the following ways:

1. By phone at +52 1 984 115 5755, or verbally at our place of business.

2. By registered mail to the Zama Homes Reservation Center, Playa del Carmen, Mexico.

3. By e-mail to hola@zamahomes.mx.

4. Through the Zama Homes website (log in to your personal area via the reservation confirmation email to change or cancel your booking).

In the cancellation notice, the customer must provide their full name and ID number. If the cancellation notice is made verbally, an additional identification detail must also be provided.

Cancellations for Persons with Disabilities, Senior Citizens, or New Immigrants

A guest who is:

• A person with a disability (as defined in the Equal Rights for Persons with Disabilities Law, 1988),

• A senior citizen (65 years or older), or

• A new immigrant (within five years of receiving an immigrant certificate or certificate of eligibility from the Ministry of Immigration and Absorption)

may cancel a reservation if all the following conditions are met:

1. The cancellation is made within four months from the transaction date or from the date the transaction details document was received, provided that there are more than 7 business days before the accommodation date, and that the agreement included a conversation between the service provider and the consumer (including electronic communication).

   • In such cases, the customer will be charged a cancellation fee of 100 ILS or 5% of the reservation value, whichever is lower.

2. The cancellation notice must be accompanied by proof of belonging to one of the above categories, in accordance with the Consumer Protection Law.

Standard Cancellation Fees (excluding holidays and special events)

1. Within 14 days of booking (or of receiving the booking details document, whichever is later) and more than 7 business days before the accommodation date → Cancellation fee: 100 ILS or 5% of the reservation value, whichever is lower.

2. After 14 days of booking (or receiving the booking details document, whichever is later) and more than 7 business days before the accommodation date → Cancellation fee: 100 ILS or 5% of the reservation value, whichever is lower.

3. If the cancellation is made within 7 business days before the accommodation date → Cancellation fee: 100% of the reservation value, regardless of when the booking was made.

4. No-show without prior notice → Cancellation fee: 100% of the reservation value.