Contract terms

Tulum Festivals

This translation is provided for reference. The Spanish version is the legally binding contract.

Payment policy

  1. Monthly payments must be made, even during holiday periods, on the dates and in the amounts set out in "THE CLIENT"'s payment plan, which can be viewed at any time in their MATIE account. "THE CLIENT" may make advance payments whenever they wish; advance payments are credited to the balance. Once the total paid reaches the full price of the package, the contract is paid in full.
  2. Payments may be made: (a) online, by credit or debit card, through "THE COMPANY"'s website or "THE CLIENT"'s MATIE account; these payments are recorded and approved automatically; or (b) by bank transfer or deposit to the bank account in the name of OPERADORA TURÍSTICA MATIE SA DE CV indicated by "THE COMPANY". Any payment made to a different account SHALL HAVE NO VALIDITY WHATSOEVER.
  3. When paying by bank transfer or deposit, "THE CLIENT" must register the proof of payment in their MATIE account within the following 72 HOURS, with the details requested there and a photo of the receipt, so that "THE COMPANY" can validate it. After 72 hours, the payment WILL NOT BE VALIDATED. Online payments do not require proof of payment.
  4. The payment will appear in the system as pending until "THE COMPANY" has validated with the bank the information provided by "THE CLIENT". This process may take a month or more (for example, a payment made in April may not appear on the bank statement until May), and occasionally, due to workload, it may remain pending even longer. If an already validated payment is later rejected because of an error in the registered details, and it corresponds to the same payment, "THE COMPANY" will ask "THE CLIENT" to register it again with the correct details, and it will be validated even if the 72 hours of clause 3 have passed. For any clarification, "THE CLIENT" must keep the original proof of payment.
  5. IF THE PROOF OF PAYMENT IS LOST, "THE COMPANY" shall not be held responsible, and no payment will be validated without the original proof of payment registered in "THE CLIENT"'s account.
  6. "THE CLIENT" must pay "THE COMPANY" the full price of the package no later than December 1 prior to the start of the season, since the price stipulated in this contract is a presale price. From December 2 to December 8, "THE CLIENT" may pay in full with an additional charge of 10% of the package price. If the package has not been paid in full by December 9, the contract will be terminated with no refund of the amounts already paid.
  7. "THE CLIENT" must be registered on the rooming list according to the occupancy contracted in order to pay the stipulated price; if the occupancy changes, "THE CLIENT" must pay the difference corresponding to the type of occupancy in the final registration.
  8. Payment of the deposit implies acceptance of this contract by "THE CLIENT".
  9. "THE CLIENT" declares and is responsible for ensuring that the proof of payment uploaded to the system corresponds to a real and unique payment, made by them or their family, exclusively for this contract. Uploading the same proof of payment to more than one account or contract, or any attempt to duplicate, alter or falsify a proof of payment, is considered ATTEMPTED FRAUD. "THE COMPANY" reserves the right to reject the payment, cancel the contract without refund, and deny service to the "THE CLIENT" involved, without prejudice to any applicable legal action.
  10. AUTOMATIC CHARGE AUTHORIZATION (optional). If, when contracting, "THE CLIENT" expressly chooses automatic charges, they authorize "THE COMPANY" to charge the card they registered, through its payment processor (Stripe), each monthly payment of their payment plan on the date and for the amount indicated there, until the full price of the package is paid. "THE COMPANY" does not store card details; these are safeguarded by the payment processor. After each charge, "THE COMPANY" will send "THE CLIENT" a receipt by email, and the payment will be recorded in their MATIE account. "THE CLIENT" may change the card or cancel automatic charges at any time from their MATIE account; cancellation does not change their obligation to pay the remaining monthly payments on the dates of their plan. If a charge is declined, "THE COMPANY" may retry it up to three times during the following seven days and will send "THE CLIENT" a link to pay it online; if the card was reported, cancelled or is invalid, "THE COMPANY" will not retry it and will ask "THE CLIENT" to register another one. The payment will be considered made on the date it is actually received.
  11. The presale price is honored as long as "THE CLIENT" is up to date with their payment plan. If two or more monthly payments become overdue, "THE COMPANY" may update the outstanding balance to the package price in effect at that time. If "THE CLIENT" has a situation that prevents them from paying on time, they must contact "THE COMPANY" before their monthly payments fall due, to review together a timeline and how to help them. Maintaining this communication is necessary to avoid misunderstandings; without it, the late-payment clauses of this contract apply.
  12. FULL PAYMENT DISCOUNT. If "THE CLIENT" pays the full price of the package in a single payment no later than the date indicated in the contract details, they receive the full payment discount indicated there. If paying by bank transfer or deposit, the payment counts on the date of the transfer, provided the proof of payment is registered within the following 72 hours and the payment is validated. If "THE CLIENT" cancels, any refund owed is calculated on the amount actually paid. This discount may be combined with a discount code, without exceeding the maximum discount indicated in the contract details.
  13. DISCOUNT CODE. "THE COMPANY" may issue discount codes, each for one trip and valid for certain dates; the discount is deducted from the price published on its website. As in every contract for this trip, the deposit is non-refundable (clause 1 of the Cancellation Policy).

Cancellation policy

  1. The deposit is NEVER refundable, even if the purchase was made online or paid in full: with it "THE COMPANY" books the package services in "THE CLIENT"'s name.
  2. The refundable amount of what has been paid, excluding the deposit, decreases in steps month by month from the purchase date, reaching a 0% refund from December 1 prior to the start of the season (for example, for the season starting December 31, 2026, the 0% applies from December 1, 2026; for a trip from January 8 to 13, 2028, from December 1, 2027). Purchases made from that date onward have no refund. The exact percentage that applies is calculated automatically. From the day of contracting, "THE CLIENT" can view the complete month-by-month table at any time in their MATIE account, under "My account" → "What if I want to cancel?".
  3. If three payments are late, "THE COMPANY" reserves the right to cancel the contract without refund.
  4. Cancellation charges will be collected by "THE COMPANY" and cannot be transferred to other clients.
  5. "THE COMPANY" reserves the right to hand over to the authorities any person who engages in acts of vandalism, drug use or destruction of property of the service provided, or who assaults clients or staff of "THE COMPANY" or of the companies providing lodging and transportation services during the trip, and to deny them all service without refund.
  6. In the unforeseen event that the hotel or any other supplier of "THE COMPANY" fails to honor a reservation or service, for any cause, reason or circumstance, "THE COMPANY" undertakes to replace it as soon as possible with one of similar category.
  7. "THE COMPANY" reserves the right of admission. If, after receiving payment, "THE COMPANY" identifies that "THE CLIENT" has an impediment prior to contracting, such as a current ban due to their conduct on previous trips with "THE COMPANY" or another equivalent cause, it may cancel the contract and will refund "THE CLIENT" everything paid.
  8. From the signing of this contract, and both before and during the trip, disrespect, aggression, threats or inappropriate conduct by "THE CLIENT" toward the staff of "THE COMPANY", its suppliers or other clients will be cause for cancellation of the contract WITHOUT refund, without prejudice to any other applicable actions.

General terms

  1. No last-minute changes affecting the quality of the service or the image of the hotel or of our company will be accepted; this Agreement must not be modified, otherwise it will be considered void.
  2. "THE COMPANY" shall not be liable if, due to government orders, labor problems, weather conditions or circumstances beyond its control, this Agreement cannot be fulfilled as agreed. "THE COMPANY" will make its best effort to reschedule the trip for a later date; however, there are circumstances in which neither a refund nor rescheduling is possible (for example, when a supplier cannot provide the service due to legal provisions that require it to retain what has already been paid), in which case "THE COMPANY" shall not be liable for that loss either.
  3. "THE COMPANY" undertakes to inform "THE CLIENT" of the date, time and place of departure.
  4. "THE CLIENT" is responsible for their own conduct and alcohol consumption during the events and parties organized by third parties (festivals, clubs, catamaran, etc.) included in the package. "THE COMPANY" shall not be liable for injuries, losses or consequences arising from alcohol consumption or the personal conduct of "THE CLIENT" at such events. This clause is complemented by an additional liability waiver that "THE CLIENT" signs on the day of the trip.
  5. Tulum festival packages are exclusively for adults of legal age. "THE COMPANY" does not sell these packages to minors, even with the authorization of their parent or guardian. If "THE COMPANY" identifies that "THE CLIENT" was a minor when contracting, it may cancel the contract and will refund everything paid.
  6. PARTY SELECTION. The parties included in the package are chosen when contracting or later, from "THE CLIENT"'s MATIE account; we recommend choosing them no later than December 24 before the start of the season. Once chosen they cannot be changed, since "THE COMPANY" buys the tickets with them. If "THE CLIENT" decides to wait and the party of their choice is no longer available, "THE COMPANY" is not responsible; "THE CLIENT" may choose among the other available parties.
  7. BAGGAGE ON FLIGHTS. When the package includes a flight, the fare includes only the baggage shown in the package details ("What's included": personal item and, when the fare includes them, carry-on and/or checked bag). Any baggage not included is added by "THE CLIENT" directly with the airline, at their own cost.
  8. FLIGHT CHANGES. When the package includes a flight, "THE COMPANY" buys it after the contract is signed. The airline, flight numbers and times may differ from those in the quote; "THE COMPANY" honors the dates, the route, the included baggage and the same number of stops or fewer.
  9. FLIGHT DETAILS. When the package includes a flight, "THE CLIENT" provides their ticket details (first and last names exactly as on their official ID, sex, date of birth and, if the flight is international, their valid passport) from their MATIE account as soon as they sign. "THE COMPANY" buys the ticket with those details as given; any error in them, or a passport or immigration document that is not valid, is the responsibility of "THE CLIENT", and any fees the airline charges to correct it are at their own cost.

By checking the acceptance box at checkout, you confirm that you read and accept these terms.