Terms and Conditions

1. Use of the platform:

1.1. This platform (“Platform”) is available to all users (“User” or “You”), It is subject to these general terms and conditions (“T&C”). When you make a reservation on the Platform or use the Platform in any other way, you acknowledge that you have accepted these T&C.

1.2. This Platform is owned by MEXFRANCE TRAVEL S.A DE C.V, a company with RFC: MTR 151110 L27 and whose fiscal domicile is: calle Cocodrilo 365 LT 6 Mza 23 SM 51 residential Montecarlo, municipality of Benito Juárez in Cancún, Quintana Roo, Mexico. is operated by “Papaya Maya” under the trade name “Papaya Maya” and In accordance with applicable laws, we inform you that MEXFRANCE TRAVEL S.A DE C.V acts as an independent intermediary, without an exclusive relationship with any provider of tourist services, regardless of the above provisions, if you are a consumer who pays for a reservation with a credit or debit card issued by a financial institution, MEXFRANCE TRAVEL S.A DE C.V, will act as a collection entity on its own behalf, therefore, it will be your agent in relation to your reservation.

1.3. The User acknowledges having the age and legal capacity necessary to make decisions and submit to a contract, as well as to use the Platform in accordance with these T&C, which are fully understood and recognized. The User will be responsible for protecting the passwords provided by MEXFRANCE TRAVEL S.A DE C.V to enter the Platform, and guarantees that no unauthorized third party will gain access to them. The User declares that all the information provided by him to enter the Platform, before and during its use, is true, complete and accurate, and also guarantees that this information will be kept up to date.

1.4. This Platform is solely and exclusively for the personal use of the User. Its modification, reproduction, duplication, copying, distribution, sale, resale and other forms of exploitation for commercial or equivalent purposes are prohibited.

1.5. The User agrees not to use this Platform with illegal or improper files. Specifically, the User accepts that the services acquired through this Platform are for their own use or consumption, or for the use and consumption of the people on whose behalf they have legal authorization to act. The User may not resell the services acquired through this Platform to third parties. MEXFRANCE TRAVEL S.A DE C.V reserves the right to deny access to the Platform at any time, without prior notice.

2. Operation of the Platform

2.1. Through this Platform, MEXFRANCE TRAVEL S.A DE C.V offers search and comparison services for travel services offered by local experts, as well as intermediation services that allow Users to purchase travel services according to their preferences and choices. By making a purchase on this Platform, you order MEXFRANCE TRAVEL S.A DE C.V to acquire third-party services for you, which implies a payment obligation. When purchasing travel services through this Platform, you will enter into two contracts: (a) a contract between You and the Travel Provider(s) in relation to the provision of the requested travel service(s). and (b) a contract between You and MEXFRANCE TRAVEL S.A DE C.V in relation to the provision of brokerage and collection services. Unless expressly indicated, MEXFRANCE TRAVEL S.A DE C.V acts as Agent for you and does not enter into any contractual relationship with you and/or the Travel Provider in relation to the services you acquire on this Platform.

2.2. The term “Travel Provider” includes, as applicable, tour operators, travel package providers, hotels, hotel chains.

2.3. MEXFRANCE TRAVEL S.A DE C.V will help you acquire travel services, providing you with brokerage and collection services, therefore, acting on your behalf with the travel Provider(s). It is important to note that Your travel service(s) are subject to the terms and conditions of each Travel Provider. We urge you to carefully review and read the terms and conditions of each Travel Provider before purchasing their products or services, especially those related to cancellation fees; Visit your provider’s website for their terms and conditions.

2.4. By using this Platform to acquire Travel Services, you authorize MEXFRANCE TRAVEL S.A DE C.V to act as your agent during the acquisition process with the Travel Provider(s), as well as to charge you for the payment of products. or services on your behalf, to the extent necessary, to ensure that the transaction between You and your Travel Supplier(s) is carried out correctly. The travel expert of the state that you selected from the MEXFRANCE TRAVEL S.A DE C.V platform will provide you with all the necessary information, including the total price of the purchase before you submit to any contract and/or any payment obligation.

2.5. In addition to the above, the Platform has local collaborators in all the states of the Mexican Republic, who can offer you the tour at your convenience, MEXFRANCE TRAVEL S.A DE C.V is the platform that will give you peace of mind for your safe purchase, since each one of the local collaborators were duly selected based on satisfaction surveys, which guarantee what is required for the peace of mind of the tourist. In all cases, if you purchase any direct product or service, you will be subject to a direct contract with the Provider of trips, without the intermediation of MEXFRANCE TRAVEL S.A DE C.V. As a consequence, you will have to accept and apply the terms and conditions imposed by said Travel Provider and with the MEXFRANCE TRAVEL S.A DE C.V contract, it will act solely as the person in charge of receiving the corresponding payments.

2.6. Before you finalize the reservation by clicking on “ACCEPT AND BUY”. You should bear in mind that the prices that will be displayed will be in accordance with the rates calculated daily by the Travel Providers, therefore, they may vary daily. Also, applicable taxes, such as airport taxes, may fluctuate daily. So the travel price will be set at the time of making an application.

2.7. At the end of the purchase order by clicking on “ACCEPT AND BUY”, you will receive an email confirming the request, which contains the summary of all the details of the request, payment proforma, such as confirmation that the request has been entered correctly in the systems of the Travel Provider(s) and that the payment will be processed. Our obligation to process your purchase order is subject to having received all of it. After that, you will receive a second e-mail, in which it will be confirmed that your purchase of the travel service has been processed correctly and that all of your payment has been received. In addition, this e-mail will contain an electronic folio number for the purpose of some clarification. In the event that, for any reason that is not within the reach of the influence of MEXFRANCE TRAVEL S.A DE C.V, and that your request, partially or totally, cannot be processed, we will contact you immediately.

2.8. MEXFRANCE TRAVEL S.A DE C.V reserves the right to cancel your request in case we reasonably believe it to be fraudulent, for example, if the payment method is not legally valid and/or if you are not the legal owner of said payment method, among other cases. In these circumstances, we will try to contact you, using the email address you provided during the booking process or through the bank. If we are unable to contact you or your bank, we will automatically cancel your request for security reasons.

2.9. We will inform you that the request confirmation e-mail is proof of your contractual relationship with MEXFRANCE TRAVEL S.A DE C.V. This document will be kept in the records of MEXFRANCE TRAVEL S.A DE C.V and you can access it at any time, upon request.

2.10. In relation to the specific options or special requests related to the provision of travel services (for example, specific meals on board, facilities for people with different capacities, seats for children, etc.), you must bear in mind that MEXFRANCE TRAVEL S.A. DE C.V will transfer your requests and preferences to the Travel Provider(s), but you will need to wait for confirmation from the Travel Provider(s). As a consequence, We will expressly inform You that the request for any specific or special option could cause a delay in the confirmation of Your purchase. During this delay, we cannot guarantee that the service you requested will be available or that the price will be the same as the one that appeared at the time you made your request.

3. Purchase conditions

3.1. Cancellations and changes
3.1.1. The possibility of canceling or changing a travel product or service acquired through this Platform, as well as the way to do it, will depend on the terms and conditions of each of the Travel Provider(s), who normally agree with the type of rate chosen, for example, low cost rates usually do not allow changes or cancellations, in some cases the change or cancellation could have an additional cost or a penalty. But if you want to request a change or cancellation, you must first verify the terms and conditions established by each travel provider and then make your request by email to the email or link indicated by each of them.

3.1.2. We inform you that once the purchase is confirmed, the intermediation service provided by MEXFRANCE TRAVEL S.A DE C.V will be considered fully executed and therefore, you will not have the right to use your right of withdrawal.

3.2 Prices and forms of payment
3.2.1. You will see the total price of your request with the corresponding breakdown, once you have selected the Travel Services you wish to request, which you must do before submitting to any contract or assuming any payment obligation. That total price will include the price of all selected travel services, including optional services and service fees of MEXFRANCE TRAVEL S.A DE C.V. Keep in mind that the service fees of MEXFRANCE TRAVEL S.A DE C.V are non-refundable. This is because the service fees are charged for the brokerage services provided by MEXFRANCE TRAVEL S.A DE C.V, which take effect when the reservation has been confirmed for you.

3.2.2. Please note that the price of services at the time you complete your purchase and click ACCEPT AND BUY may change due to the time between purchase and receipt of full payment. In that case, to process your request you must agree to the price of the travel service(s) that applies at the time full payment is received. In the event of any payment-related issue, we will contact you within forty-eight (48) hours of your request (or within twenty-four (24) hours if your travel date is within forty-eight (48) hours) and we will tell you how to make the payment.

3.2.3. You can only use the forms of payment indicated on the Platform, MEXFRANCE TRAVEL S.A DE C.V does not accept other forms of payment.

3.2.4. For security purposes, you will be asked to enter your credit or debit card information each time you make a request, unless you give us your express consent to save that information for subsequent purchases. This information will not be stored in the systems for reasons other than payment processing and, as applicable, processing of claims for reimbursement of unrefunded fees, as stipulated in point 3.3. Keep in mind that MEXFRANCE TRAVEL S.A DE C.V must share your credit or debit card information with the Travel Provider(s) to formalize your request. All information will be encrypted on a secure server. You authorize MEXFRANCE TRAVEL S.A DE C.V to use your credit or debit card information to: (i) pay for the requested products or services, in addition to the fees related to the products and services, (ii) pay the insurance premium, if applicable, (iii) administer refunds, when applicable, and (iv) pay for requested services after booking.

3.2.5. MEXFRANCE TRAVEL S.A DE C.V will also charge you additional fees for the use of certain forms of payment, as stipulated by applicable laws, for example, if you use a corporate card or a tripartite system (American Express). Please note that our systems automatically detect the payment method you use and the corresponding additional fees that will be charged, if any. Please note that if you pay with a credit or debit card owned by someone else and not you, we’ll assume you’ve previously sought the cardholder’s permission. MEXFRANCE TRAVEL S.A DE C.V reserves the right, on its own behalf and on behalf of the Travel Provider(s), to send electronic tickets, confirmations, electronic coupons and other travel documents exclusively to the cardholder.

3.3. refunds
3.3.1. Refunds are subject to the Policies of the Travel Provider(s), as the case may be. If you qualify for a refund under those Policies, you should be aware that the refund will be processed using the same payment method used to pay for the request. Please note that airfares contain different elements and not all of them are refundable, so even if you qualify for a refund under the policies of the Travel Provider(s), the amount may refunded is not exactly the total price paid for the reservation.

3.6. Travel insurance
3.6.1. MEXFRANCE TRAVEL S.A DE C.V recommends that you have travel insurance. If you decide to contract a travel insurance policy through the MEXFRANCE TRAVEL S.A DE C.V Platform, you will enter into two independent contracts (a) a contract between You and the Insurance Company in relation to the provision of travel insurance, subject to the terms and conditions mentioned in the insurance policy, and (b) one between You and MEXFRANCE TRAVEL S.A DE C.V in relation to the intermediation service for the provision of travel insurance by the Insurance Company. MEXFRANCE TRAVEL S.A DE C.V will charge you the insurance premium plus the taxes corresponding to the insurance premium (if any) on behalf of the Insurance Company. In addition, you will be charged a fee for the brokerage service. In any case, you will have access to the insurance policy before submitting to the contract or contracting a payment obligation. We recommend that you carefully read the terms and conditions of the insurance policy.

3.6.2. It is your responsibility to take out travel insurance since MEXFRANCE TRAVEL S.A DE C.V is not responsible if something happens during the trip and you do not have insurance to support you.

4. Intellectual and industrial property rights
4.1. The entire content of this Platform (which includes, among others, trademarks, texts, graphics, logos, button icons, images, audio files and software) is the property of MEXFRANCE TRAVEL S.A DE C.V and/or its suppliers. of content, and is protected by national and international industrial and intellectual property laws. The compilation (which is understood as the compilation, organization and assembly) of all the content of the MEXFRANCE TRAVEL S.A DE C.V Platform is the exclusive property of MEXFRANCE TRAVEL S.A DE C.V and is protected by national and international industrial and intellectual property laws. All software used in the MEXFRANCE TRAVEL S.A DE C.V Platform or that belongs to its software providers is protected by national and international industrial and intellectual property laws.

4.2. Any other use made of the content of this Platform, such as reproduction, modification, distribution, transmission, subsequent publication, exhibition and/or total or partial representation, is strictly prohibited. Specifically, any type of use of the images included in this Platform, which is made outside this Platform, is strictly prohibited without the express consent of MEXFRANCE TRAVEL S.A DE C.V and/or its suppliers.

4.3. MEXFRANCE TRAVEL S.A DE C.V and other names of products, services, graphics and logos of MEXFRANCE TRAVEL S.A DE C.V are internationally registered trademarks. Other product, service and company names mentioned in this document may be the registered trademarks of their respective owners.

5. Other applicable terms and conditions
5.1. Passenger rights.
5.2. Queries and complaints regarding the application.
5.2.1. Please contact our Customer Service Department with any reservation-related questions or complaints before your departure. If you have complaints related to a Travel Provider, please ensure that you formally initiate the complaint procedure prior to your return.

5.3. Changes in the T&C
5.3.1. MEXFRANCE TRAVEL S.A DE C.V may modify or update these T&C at any time, without prior notice. The current version of these T&C will be displayed on the Platform when these charges become effective. Check the current T&C each time you make a reservation on this Platform.

6. Applicable Law
These T&C will be interpreted and governed by the Federal Telecommunications and Broadcasting Law of your country of origin and, failing that, by the international law of digital platforms.

Annex 1. Specific information for hotels

We reserve a space on this Platform for travel providers that offer hotel and accommodation services. Please note that the reservation of accommodation will be established between You and such travel providers. MEXFRANCE TRAVEL S.A DE C.V does not act as an intermediary in this transaction, but as an information service provider that delivers content or related search tools. It is IMPORTANT that you review the terms and conditions of your travel provider and the description of the hotel or accommodation before making a reservation. For reference purposes, we recommend reviewing the following:

• Star Rating. Please note that regulations and criteria may be different between hotels and accommodations of the same class within each state.
• Check-in and check-out times. Guests should generally check into a hotel or other accommodation around 3:00 PM and check out by 11:00 AM local time. However, local variations may apply.
• Images. We strive to ensure that the images of the establishments and the descriptions of the services and facilities that appear on our Platform are accurate, as provided by the travel providers, but we cannot guarantee that this is always the case.
• Location. We strive to provide you with the most accurate information possible about the location of the hotel on the map, as provided by travel providers and/or Google Maps, but we cannot guarantee that this is always the case.
• Room types. Pictures and descriptions of room types do not necessarily represent the exact bed configuration of the room. For example, a triple room may consist of a double bed and a single bed, or a double room may consist of two single beds. In addition, you may have to pay an additional charge for additional beds or cots.
• Breakfast. Breakfast is not normally included, unless stated otherwise.
• Local taxes. Some hotels may charge local taxes for your stay.

Annex 2. Specific information for other products and services

We also reserve a space on this Platform for providers that offer products and services such as cruises, car rentals, recreation activities, etc. Keep in mind that the purchase of these services will be established between You and said tourist service providers. MEXFRANCE TRAVEL S.A DE C.V does not act as an intermediary in this transaction, but as an information service provider that delivers content or related search tools.