Cancellation Policy

Reset Retreats is a small retreat center in Bacalar, Quintana Roo, Mexico. Our retreats, accommodations, aerial training programs, private rentals, and guest experiences require significant planning, limited room availability, staff scheduling, food preparation, equipment preparation, third-party coordination, and upfront costs. For this reason, all bookings are subject to the cancellation policy below.

By booking with Reset Retreats, submitting a deposit, making a payment, or completing a reservation, you agree to this Cancellation Policy on behalf of yourself and any guests included in your booking.

1. Non-Refundable Deposit

All bookings require a non-refundable deposit to reserve your space.

Unless otherwise stated on the booking page, the deposit is non-refundable and non-transferable. This deposit secures your room, retreat space, program access, teacher rental, private event, or other reservation and allows Reset Retreats to begin preparing for your stay.

For retreats, intensives, teacher-led programs, private rentals, or full-center bookings, Reset Retreats may require a larger non-refundable deposit or payment schedule. The deposit amount and payment deadlines will be stated at the time of booking.

2. Final Payment

The remaining balance must be paid by the due date listed in your booking confirmation or invoice.

If payment is not received by the due date, Reset Retreats may cancel your booking and offer your space to another guest. Any deposit or payments already made may be forfeited and will not be refunded.

Last-minute bookings must be paid in full at the time of booking.

Guests are responsible for making payments on time, including allowing enough time for bank transfers, card payments, Wise, PayPal, Stripe, or other payment methods to clear. Any bank fees, card fees, currency conversion fees, transfer fees, or payment-processing fees are the guest’s responsibility and are not refundable.

3. Guest Cancellations

All guest cancellations must be submitted in writing by email to Reset Retreats. A cancellation is only effective on the date Reset Retreats receives the written cancellation request.

Because Reset Retreats is a small business with limited availability, we do not offer cash refunds once a booking is confirmed. However, depending on how far in advance you cancel, Reset Retreats may offer a limited future credit as follows:

Future Credit Schedule

More than 90 days before the first day of your booking:
Up to 75% of eligible payments made, excluding the non-refundable deposit, processing fees, bank fees, third-party costs, and any special non-refundable charges, may be transferred as credit toward a future Reset Retreats booking.

60–90 days before the first day of your booking:
Up to 50% of eligible payments made, excluding the non-refundable deposit, processing fees, bank fees, third-party costs, and any special non-refundable charges, may be transferred as credit toward a future Reset Retreats booking.

30–59 days before the first day of your booking:
Up to 25% of eligible payments made, excluding the non-refundable deposit, processing fees, bank fees, third-party costs, and any special non-refundable charges, may be transferred as credit toward a future Reset Retreats booking.

Less than 30 days before the first day of your booking:
No refund, credit, or transfer will be issued.

No-shows, same-day cancellations, late arrivals, or early departures:
No refund, credit, discount, or transfer will be issued.

4. Rules for Future Credit

Any credit issued by Reset Retreats is subject to the following conditions:

• Credit is valid for 18 months from the date of cancellation.
• Credit may only be used toward a future Reset Retreats stay, retreat, program, rental, or approved service, subject to availability.
• Credit has no cash value and cannot be exchanged for money.
• Credit cannot be used for payment-processing fees, bank fees, currency conversion costs, third-party services, transportation, special add-ons, or outside vendors unless Reset Retreats approves it in writing.
• If the future booking costs more than the credit amount, the guest is responsible for paying the difference.
• If the future booking costs less than the credit amount, the remaining balance is forfeited unless Reset Retreats agrees otherwise in writing.
• Once credit is applied to a new booking, no additional refund, credit, or transfer will be given if the guest cancels the new booking.
• Credit may not be transferred to another person unless Reset Retreats approves the transfer in writing.

5. No Refunds for Travel, Illness, Weather, or Personal Reasons

Reset Retreats is not responsible for guest cancellations or disruptions caused by personal circumstances or events outside our control.

No refund, credit, discount, or transfer will be provided for:

• Flight cancellations or delays
• Missed flights or missed transfers
• Travel delays
• Passport, visa, immigration, or border issues
• Illness, injury, COVID, contagious illness, or medical conditions
• Family emergencies or personal emergencies
• Work conflicts or schedule changes
• Weather, storms, hurricanes, flooding, natural events, or lagoon conditions
• Political unrest, government restrictions, road closures, strikes, or civil unrest
• Fear of travel or change of plans
• Arriving late
• Leaving early
• Choosing not to participate in activities
• Any unused portion of a retreat, stay, rental, class, workshop, meal, activity, or service

If you cancel for any reason, this Cancellation Policy applies.

6. Travel Insurance Strongly Recommended

We strongly recommend that every guest purchase comprehensive travel insurance immediately after booking.

Your insurance should cover the full cost of your trip, including retreat fees, accommodations, airfare, transportation, medical expenses, trip cancellation, trip interruption, delays, lost luggage, emergency evacuation, weather events, and any activities you plan to participate in, including aerial arts, fitness, yoga, swimming, kayaking, paddleboarding, or other physical activities.

Reset Retreats does not provide travel insurance and is not responsible for losses that could have been covered by travel insurance.

7. Cancellations or Changes by Reset Retreats

Reset Retreats reserves the right to cancel, postpone, relocate, reschedule, or modify any retreat, accommodation, class, workshop, teacher-led event, private rental, activity, or service if we determine that doing so is necessary or appropriate.

This may include, but is not limited to:

• Safety concerns
• Extreme weather, storms, hurricanes, flooding, or natural disasters
• Illness, injury, or emergency involving staff, teachers, facilitators, or guests
• Low enrollment
• Operational issues
• Damage to property or equipment
• Utility outages, water, electricity, internet, plumbing, or maintenance issues
• Government restrictions or legal requirements
• Transportation problems
• Force majeure events
• Any situation that Reset Retreats believes may make the retreat, stay, rental, or activity unsafe, impractical, or inappropriate

If Reset Retreats postpones or reschedules a booking because of a force majeure event or safety concern, payments may be transferred to a future Reset Retreats booking. Cash refunds will not be guaranteed.

If Reset Retreats cancels a retreat or program for reasons fully within our control and does not offer a reasonable alternative, Reset Retreats may offer either a future credit or a refund of eligible payments, minus non-refundable deposits, administrative fees, processing fees, bank fees, third-party costs, and any costs already incurred.

Reset Retreats is not responsible for guest expenses related to a cancellation or change, including airfare, transportation, hotels, meals outside Reset Retreats, lost wages, additional travel costs, or any other personal expenses.

8. Changes to Teachers, Activities, Schedule, or Accommodations

Reset Retreats may make reasonable changes to teachers, facilitators, schedules, activities, meals, rooms, accommodations, programming, amenities, or services when necessary.

If a teacher, facilitator, activity, or service becomes unavailable, Reset Retreats may substitute another teacher, facilitator, activity, or service. These changes do not entitle guests to a refund, credit, or discount.

9. Removal from Property or Program

Reset Retreats reserves the right to remove any guest from the property, retreat, class, workshop, rental, or activity without refund or credit if the guest:

• Violates safety rules
• Acts in a dangerous, aggressive, disrespectful, illegal, or disruptive manner
• Harasses staff, guests, teachers, facilitators, or community members
• Damages property or equipment
• Uses aerial equipment or facilities without permission
• Fails to follow staff instructions
• Brings prohibited substances, outside alcohol, or violates Reset Retreats policies
• Creates a disturbance or interferes with the peace, privacy, or safety of others

In these cases, all payments are forfeited.

10. Private Rentals, Teacher Retreats, and Full-Center Bookings

Private rentals, teacher-led retreats, corporate or group bookings, and full-center rentals require significant preparation and may block the property from being booked by other guests.

For these bookings, all deposits are non-refundable. Reset Retreats may require stricter payment deadlines, larger deposits, and stricter cancellation terms. Unless otherwise agreed in writing, payments for private rentals, teacher-led retreats, and full-center bookings are non-refundable once paid.

Any credit or transfer for these bookings is at the sole discretion of Reset Retreats.

11. Agreement

By booking with Reset Retreats, you acknowledge that you have read, understood, and agreed to this Cancellation Policy.

You understand that Reset Retreats is a small business with limited availability and significant upfront planning costs. You also understand that it is your responsibility to purchase travel insurance and to protect yourself against unexpected changes, cancellations, delays, illness, weather, or emergencies.