Refund policy

The rule

The owner's own terms decide it. They are written on their listing under “If your plans change”, in their words — a promise made to you by the person you are paying, not by us.

Rent La Ventana sets no refund rule of its own and does not decide refunds. The owner does, and sends them.

How a refund happens

The owner refunds from their booking or order: in full, in full less the card fee, or a part. Stripe keeps its card fee on any refund, so whether that part comes back is the owner's choice.

They can do this while the payment is still in Stripe — before Stripe pays it out to their bank, at least 48 hours and 7 days in Mexico and Canada. After that, any refund comes from the owner directly.

Cancelling and refunding are separate. A cancelled booking frees its dates; money goes back only when the owner refunds it.

One exception: if you pay for something that had already been cancelled while you were paying, that payment goes straight back automatically.

Shop orders and kit hire

The same: the seller's terms decide, and any refund comes from the seller. Message them if your plans change — you get their WhatsApp on the order once it's paid.

If a listing is not what its page said

Tell us within 24 hours of arrival.

We cannot accept or refuse a refund or a cancellation. That decision is the owner's alone. What we will do is look into it, and if a business turns out not to be genuine, we take it off the site.

The fastest route is always to tell us directly. We are a small operation in a small town and we know the owners personally.

Seasonal houses we manage ourselves

The houses Rent La Ventana manages are let on a signed lease with its own terms, agreed before anybody pays. Those terms govern, not this page. Ask for the lease before you commit to anything.