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Consulting Services

The first step in working with us to complete the contact form below, providing details of your situation. We will review your needs and determine if we can help. We have limited capacity and so select our clients carefully to ensure we can serve you well. If we feel your needs are better served elsewhere, we will tell you.

If we agree to work together, we will assign you a direct co-ordinator, who will work with you to draft a contract and set a retainer, from which all fees will be charged. The contract will include a fee table of consultant rates, a clear statement of project scope, and an lower and upper estimate of total cost and implementation timeframe.

During the course of the contract, you may interact with various consultants, depending on the expertise required and complexity of your case.

Casa Maya Reservations

The services provided during your vacation will depend on the source of the booking and whether it is standalone or part of a package. Please consult your reservation confirmation for details.

For general information about Casa Maya services, check our Casa Maya page.

Consulting Services

For all Consulting Services - including Travel planning, Life Design and Business Consulting - we are paid by fees, not commissions from service providers. This way, you know you are paying proper market prices for the components of whatever plan or business strategy we design for you. For full transparency, service providers will contract with you directly.

Casa Maya Reservations

We charge no fees for accepting direct Casa Maya reservations. If you book through an online travel agency, such as Expedia or Airbnb etc. then they will charge a fee disclosed in their booking engine and reservation confirmation. This fee usually ranges between 12% to 18% of the booking amount.

Consulting Services

Fulfillment: Contracts will contain a timeline range for the provision of services, including start date, key milestones and completion.

Cancelation: We understand that circumstances change, and our general policy is to release clients from future contractual payments for stages of the service where we have not yet incurred costs, taking into  consideration protection of service providers who have already declined other clients to be available.

Refunds: We do not issue refunds for service where we have already incurred costs, but once our costs to date have been covered, in the case of cancelation, we will refund unused retainers within a reasonable timeframe needed to ensure all outstanding service provider fees have been paid.

Casa Maya Reservations

Fulfillment: All reservations have fixed dates. Where a coupon has been issued, fulfillment with be based on availability.

Cancelation: The cancelation policy that applies to your reservation will depend on the rate plan you chose at booking, and whether it was booked direct or at an online travel agent. Please consult your reservation confirmation email for details.

Refunds: Where we have received a pre-payment deposit for a reservation with free cancelation, will issue a refund within 3 days of receiving your cancelation, net of any transaction fees. 

Extenuating Circumstances: Where we accept a non-refundable cancelation due to extenuating circumstances, we will issue a refund within 30 days of being satisfied with provided proof of the circumstance. For more information, please consulting our Extenuating Circumstances Policy.

Consulting Services

All payments of retainers for consulting services are made bank to bank using standard ACH and wire bank transfers. This is facilitate compliance with Know Your Customer (KYC), Anti-Money Laundering (AML), CFC, FATCA and other US compliance regulations.

Casa Maya Reservations

All direct reservations, and reservation made through Booking.com and Hostelworld, are made with credit or debit card transactions through one of our processing service providers, such as Paypal, Square or Stripe, depending on the type and source of reservation.

Reservations from Airbnb and Expedia-owned properties are paid directly with their payment system.

Currency

All services, contracts and reservations are priced in US dollars (USD). If you need to pay a retainer from a bank account in another major currency, please contact us for our foreign remittance account.

General Data Protection

We follow standard data protection standards, including:

Only using service providers with mandatory secure internet traffic and endpoint security protocols

Storing all passwords and financial data in third-party encrypted databases, never locally in plain text

For more details, please review our Privacy Policy.

PCI standards

We comply with the PCI standards. Our payment form uses HTTPS and other security best practices. All customer payment information is stored in third-party PCI-compliant encrypted 
data servers, and processed without the need for staff to view, copy or store in plain text processing.

Financial Services Compliance

We are compliant with payment processing merchant rules of Visa, Mastercard, American Express and the Discover Network and the banking regulations required by our banking partners Bank of America, Chase and Wise.