Terms of Service
These Terms of Service govern your use of the Mascotas Madagascar website and pet care services. By using our services, you agree to these terms.
0. Service Availability & Limitations
To the maximum extent permitted by applicable law (LFPC), the Service is provided on an 'as is' basis. We use third-party infrastructure and cannot guarantee uninterrupted uptime. Madagascar Pet Hotel is not liable for service interruptions caused by maintenance, network outages, or force majeure events, except where gross negligence is proven.
1. Service Agreement
By booking our services, you agree to these terms. We provide pet boarding, daycare, transportation, and related services as described on our website. Services are subject to availability and our acceptance of your booking request.
2. Booking and Confirmation
A reservation is only confirmed when you receive a Booking Reference by email. A 'Success' message on the website without an email confirmation does not constitute a binding contract. If you do not receive a confirmation email within 24 hours, please contact us promptly. There are no refunds for cancellations. However, your reservation is guaranteed for 3 months from the original date. You can use the duration of the reservation you have already paid for within that 3-month period. No-shows forfeit the full amount. The foregoing applies to the extent permitted by law and does not limit or exclude the non-waivable rights granted to consumers under Mexico's Federal Consumer Protection Law (LFPC).
3. Pet Requirements
Pets are not required to be vaccinated, however, vaccination is highly recommended to owners. Pets must be free from contagious conditions, in good health, and non-aggressive. We reserve the right to refuse service if these requirements are not met.
4. Owner Responsibilities
You must provide accurate information about your pet's health, behavior, and special needs. You must provide emergency contact information. You are responsible for any damage caused by your pet to our facilities or other pets.
5. Liability
While we take every precaution to ensure your pet's safety (24/7 care, secure facilities, 24/7 on-call veterinary services), we are not liable for: pre-existing health conditions, hereditary issues, normal pet behavior (minor scratches, stress), or unforeseen health emergencies. Pet insurance is recommended. Our maximum liability for any single incident is limited to the cost of services paid.
6. Veterinary Care
In case of medical emergency, we will attempt to contact you immediately. If you are unreachable, you authorize us to seek necessary veterinary care at your expense. You agree to reimburse all veterinary costs incurred during your pet's stay.
7. Privacy and Data
Your personal data is processed in accordance with our Privacy Notice (LFPDPPP 2025). By using our services, you consent to the processing described therein. You may exercise your ARCO rights at any time.
8. Applicable Law
These terms are governed by the laws of Mexico, specifically: Código Civil Federal, Ley Federal de Protección al Consumidor (LFPC), and Código de Comercio. The competent courts of Aguascalientes, Ags., Mexico have exclusive jurisdiction for any disputes arising from these terms.
9. Dispute Resolution & Pre-Complaint Notice Requirement
Before initiating any formal complaint, arbitration, or civil legal action against Madagascar Pet Hotel arising from these Terms or your use of our services, you agree to first submit a written notice to team@madagascarhotelags.com describing the dispute in reasonable detail, including your name, the relevant Booking Reference (if applicable), a description of the issue, and the resolution you are seeking. We commit to acknowledging and responding to your notice within ten (10) business days, and you agree to provide us thirty (30) business days from our acknowledgment to investigate and, where appropriate, resolve or cure the issue in good faith before proceeding with formal legal action. Disputes valued under 100,000 MXN may also be brought before PROFECO (Procuraduría Federal del Consumidor). This notice requirement reflects a good-faith commitment to informal resolution and does not limit, waive, or delay your non-waivable right to file a complaint with PROFECO, the Instituto Nacional de Transparencia, Acceso a la Información y Protección de Datos Personales (INAI), or any other competent authority at any time.
10. Modifications and Governing Version
We may update these Terms, our service policies, and our published rates from time to time. Material changes to these Terms are announced with 30 days' notice, and continued use of our services after that period constitutes acceptance of the updated Terms. Version in Effect: The version of these Terms and of our service policies in effect at the time your reservation is confirmed governs that reservation. Rates and conditions quoted and confirmed to you for a specific reservation are honored for that reservation and are not affected by any subsequent update. Authoritative Copy: Our facilities maintain the current and definitive version of our service policies and rate schedule. Because operational policies may be updated at the facility before this website reflects the change, the copy held at our facilities prevails in the event of any discrepancy with the content published on this website — except as to any rate or condition already quoted and confirmed for an existing reservation, which is honored as confirmed. The current version is available for consultation at either location, or by calling 449 448 54 86. Content published on this website is provided for general informational purposes. The foregoing applies to the extent permitted by law and does not limit or exclude the non-waivable rights granted to consumers under Mexico's Federal Consumer Protection Law (LFPC).
11. Pricing, Currency & Taxes
All prices displayed are in Mexican Pesos (MXN) and include applicable taxes: IVA (16%) and ISH (Impuesto Sobre Hospedaje). Prices are subject to change; however, confirmed bookings are honored at the quoted price.
12. Processing on External Infrastructure
To optimize performance, certain background operational tasks (for example, image optimization and scheduled synchronization) are executed on secure third-party compute environments, without compromising your personal data.
13. Accessibility Commitment, WCAG 2.2 Standards & Pre-Litigation Safe Harbor
Madagascar Pet Hotel is committed to digital accessibility and ensuring our web application conforms to the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA. We continuously audit and optimize our digital interfaces so that individuals with disabilities can navigate, review, and book our services independently. Third-Party Content Disclaimer: Certain interactive features integrated into our website (including Google Maps embeds and Cloudflare Turnstile verification widgets) are provided by third-party vendor platforms beyond our direct architectural control. While we encourage vendors to adhere to accessibility standards, we cannot guarantee full conformance of third-party platform components. Pre-Litigation Administrative Cure Notice Protocol: If you encounter an accessibility barrier or experience difficulty accessing any portion of our website, you agree to notify us prior to filing any legal or administrative action. Written notices must be submitted to team@madagascarhotelags.com detailing: (a) the exact URL or feature, (b) the nature of the barrier, and (c) your operating system and assistive technology used. You agree to provide Madagascar Pet Hotel thirty (30) business days from receipt of notice to investigate and cure the identified barrier. This notice protocol reflects our good-faith commitment to promptly address accessibility concerns and does not limit, waive, or delay any right you may otherwise have to pursue a claim under applicable law or to file a complaint with a competent regulatory authority.
14. General Provisions
Entire Agreement: These Terms, together with our Privacy Notice, constitute the entire agreement between you and Madagascar Pet Hotel regarding your use of our services and supersede any prior agreements or understandings, whether written or oral. Severability: If any provision of these Terms is found by a competent authority to be invalid, illegal, or unenforceable, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect. No Waiver: Our failure to enforce any right or provision of these Terms at any time shall not be construed as a waiver of such right or provision. Assignment: You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign these Terms, in whole or in part, in connection with a merger, acquisition, reorganization, or sale of assets, with notice to you as required under Section 10. Language of the Agreement: These Terms are provided in both Spanish and English for your convenience. In the event of any conflict, ambiguity, or inconsistency between the two versions, the Spanish-language version shall prevail and control for all legal purposes, consistent with the governing law and jurisdiction specified in Section 8.
Contact Us
For questions about our terms or to report any issues:
Email:team@madagascarhotelags.com
Phone:+52 449 448 5486
Address:Dog Hotel: Teniente Juan de la Barrera 503, Colonia Héroes 20190, Aguascalientes, México
Cat Hotel: Aurora Boreal 508, Jardines del Sol 20266, Aguascalientes, México