Turistera® Terms and Conditions of Use and Purchase

1. Who we are

Turistera® is a registered trademark with Mexico’s Industrial Property Institute (IMPI registration 2996856, Class 39), operated by Mildred Adriana Reyes Ríos, an individual with business activity, located at Tamaulipas 127, Col. La República, San Jacinto Amilpas, Oaxaca, Mexico.

Contact: contacto@turistera.com

2. Acceptance of these terms

By browsing turistera.com, purchasing a guide, hiring a personalized itinerary service, or requesting contact for an experience, you accept these terms and conditions in full. If you do not agree with any of them, please do not use our services.

These terms constitute a legally binding agreement between you and Turistera, in accordance with Article 76 bis of Mexico’s Federal Consumer Protection Law (LFPC) and applicable e-commerce regulations.

3. Our products and services

Turistera offers the following digital products and services for travelers who want to explore Oaxaca:

Self-guided digital guides

Online-accessible itineraries for exploring Oaxaca on your own, available in 3, 5, and 7-day versions. Each guide includes routes, recommendations, interactive maps, and practical tips.

Semi-Personalized Itinerary

A service where we design an itinerary adapted to your interests, dates, and travel style, based on an online form. Does not include a call. Delivered within 4 business days.

Premium Trip Planning

A complete service that includes a consultation call and planning support, in addition to the personalized itinerary.

Experiences with local operators (tours)

Recommendations and contact with local tour and experience operators in Oaxaca. Payment for each experience is made directly to the operator.

Note: this service may be temporarily unavailable. Check the website for current availability.

The current price of each product and service is the one published on turistera.com at the time of your purchase. All prices are listed in Mexican pesos (MXN) and include taxes. If you are outside Mexico, our payment processor (Stripe) may show you the approximate equivalent in your local currency through its adaptive pricing feature. Your card will be charged in the currency Stripe determines based on your location, at the exchange rate in effect at the time of the transaction. The reference price is always the one published in MXN on our website.

4. How purchasing works

Purchase process

1. Select the product or service you want on turistera.com.
2. Provide your email address and the information needed for the service.
3. Complete your payment through Stripe.
4. Receive a purchase confirmation and access instructions by email.

Confirmation

Upon completing your payment, you will receive a confirmation email with your purchase details and instructions for accessing your guide or service. This email serves as your proof of purchase in accordance with Article 76 bis, Section V of Mexico’s Federal Consumer Protection Law.

Data we need

We collect different data for each type of service. See Section 2 of our Privacy Notice for full details.

5. Guide access

Unlimited access

When you purchase a guide, you get unlimited, non-expiring access to that guide’s content. This means you can access it at any time, with no time restrictions.

If Turistera ever stops operating, we will notify you by email at least 60 days in advance and send you your guide as a PDF to keep.

Updates

Turistera periodically updates guide content (routes, recommendations, schedules, reference prices). As a guide owner, you will automatically receive these updates at no additional cost.

Travel companions

If you are traveling with others (partner, family, friends), you may request additional access for your travel companions at no extra charge by writing to contacto@turistera.com. Up to five additional accesses are allowed per account holder. Each companion will receive their own access through the email address you provide.

Personal and non-transferable access

Guide access is personal. You may not share your login credentials with anyone other than your registered travel companions, nor may you resell, redistribute, or publish the guide’s content, in whole or in part.

Turistera reserves the right to suspend access if misuse of credentials or content is detected.

6. Personalized itinerary services

Process

1. Fill out the form with your travel preferences.
2. If you hired Premium Trip Planning, we schedule a consultation call.
3. We design your itinerary and deliver it within the stated timeframe.
4. You may request minor adjustments within 5 business days of delivery.

Sensitive data

The personalized itinerary form may include optional fields about dietary or health restrictions. If you choose to fill these in, we will request your express consent in accordance with our Privacy Notice before processing that information.

Delivery timeframe

• Semi-Personalized Itinerary: 4 business days from receipt of the completed form and confirmed payment.
• Premium Trip Planning: the timeframe is agreed upon during the consultation call.

If for any reason we are unable to meet the delivery deadline, we will notify you by email, and you may choose to wait or request a refund.

7. Experiences with local operators

Turistera may recommend experiences (tours) run by local providers in Oaxaca and put you in touch with them. Each experience is booked and paid for directly with the operator.

• Availability, schedules, and conditions for each experience depend on the local operator.
• Turistera does not collect the price of experiences or receive payments on behalf of operators.
• The operator is responsible for providing the experience and issuing the corresponding proof of payment.
• Cancellations, changes, and refunds for each experience are subject to the operator’s policies, which we will share with you when we put you in touch.

8. Refund and return policy

30-day satisfaction guarantee on digital guides

Turistera offers a 30 calendar day money-back guarantee from the date of your purchase. If for any reason you are not satisfied with your guide, you may request a full refund within that period, with no questions asked.

This guarantee applies to:

• Self-guided digital guides (3, 5, and 7 days).

Semi-Personalized Itinerary and Premium Trip Planning

Because these services are designed specifically for you, the 30-day guarantee does not apply to them. Instead:

• If you cancel before we start working on your itinerary (that is, before we receive your completed form or, for Premium Trip Planning, before your consultation call), we will refund 100%.
• Once your itinerary is delivered, you may request adjustments within the following 5 business days, as described in Section 6.
• You keep your legal right to revoke the purchase within 5 business days of delivery (see “Legal right of withdrawal”).
• If we are unable to meet the delivery deadline, you may request a full refund.

Your feedback helps us (optional)

Your refund is processed without needing to explain why. However, if you would like to help us improve our products, you may briefly share what did not meet your expectations. Your feedback is completely optional and does not affect the processing of your refund.

How to request a refund

Send an email to contacto@turistera.com with the subject line “Refund request” from the email you used to make your purchase, including:

1. Your name.
2. The product or service for which you are requesting a refund.
3. Your purchase date.

Refund processing

• Response time: we will respond to your request within 5 business days of receiving it.
• Refund method: the refund will be processed through the same payment method you used (Stripe). The time it takes to appear depends on your bank or financial institution, but it is generally 5 to 10 additional business days.
• Refund amount: you will receive the full amount you were charged, in the same currency in which the charge was made. If the transaction was processed through Stripe’s adaptive pricing, the refund will be for the exact amount of the original charge.

Access after refund

Once the refund is processed, your access to the guide or itinerary will be revoked. If you had registered travel companions, their access will also be revoked.

Legal right of withdrawal

Regardless of our 30-day guarantee on guides, as a consumer in a distance transaction, you have the right to revoke your purchase within 5 business days of receiving the digital good or service, in accordance with Article 56 of Mexico’s Federal Consumer Protection Law.

Exceptions

The refund guarantee does not apply to:

• Requests submitted after 30 calendar days from the purchase date.
• A second request from the same person or email address: the guarantee can be used only once per person.

These exceptions apply to the voluntary 30-day guarantee. The legal right of withdrawal under Article 56 of Mexico’s Federal Consumer Protection Law is not subject to these limitations.

Complaints to PROFECO

If you are not satisfied with the resolution of your refund request, you may file a complaint with Mexico’s Federal Consumer Protection Agency (PROFECO):

• Consumer hotline: +52 55 5568 8722 or 800 468 8722 (toll-free within Mexico)
• Website: https://www.gob.mx/profeco
• Online complaint: https://www.profeco.gob.mx/concilianet

9. Invoicing

Turistera issues a Mexican tax invoice (CFDI) for all sales. If you need an invoice in your name, write to contacto@turistera.com within the same calendar month as your purchase, including:

• Your RFC (Mexican tax ID) and your name or company name.
• Your tax regime and tax postal code.
• The CFDI use and the email where you want to receive it.

If you do not request it within that month, your purchase will be included in the period’s global invoice and we will not be able to issue an individual invoice for it.

If you purchase from outside Mexico, your purchase confirmation email serves as your proof of purchase. If you still need a CFDI, let us know within the same month.

If your purchase is refunded, we will cancel the invoice or issue the corresponding credit note.

10. Payment methods

Turistera accepts payments through:

• Stripe (primary processor): credit and debit cards. Stripe uses adaptive pricing, which means that if you are outside Mexico, you will see the approximate price in your local currency.

Turistera never receives, stores, or has access to your card data. All payment processing occurs directly on Stripe’s secure platform.

If you pay by bank transfer and voluntarily send us a receipt, we will use it solely to verify your payment and will delete it once confirmed.

11. Intellectual property

All content on turistera.com and in the digital guides — including text, photographs, illustrations, custom maps, graphic design, logos, itinerary structure, and the selection and organization of information — is the property of Turistera® or is used with proper authorization.

The following is prohibited:

• Reproducing, copying, distributing, or publishing the content, in whole or in part, without prior written authorization from Turistera.
• Reselling guides or itineraries, or presenting them as your own.
• Using the Turistera® trademark, logos, or graphic elements without authorization.

Personal use of the guides for planning your trip is, of course, the authorized and expected use.

12. Responsibilities and limitations

Nature of the service

Turistera’s guides and itineraries are recommendations based on our experience and knowledge of Oaxaca. They do not constitute a guarantee that every establishment, route, or experience mentioned will be available, open, or in the same conditions described at the time of your visit.

Third parties mentioned in the guides

Turistera recommends establishments, restaurants, services, and activities operated by third parties. We are not responsible for:

• The quality, availability, or conditions of third-party services.
• Changes in schedules, prices, or temporary or permanent closure of recommended establishments.
• Any damage, loss, or inconvenience arising from your interaction with these third parties.

We recommend confirming directly with each establishment or service provider before your visit.

Use at your own responsibility

The decision to follow the routes and recommendations in the guide is yours. Turistera is not responsible for situations beyond our control, such as weather conditions, road closures, force majeure events, or personal health or safety circumstances.

Service availability

Turistera strives to keep the website and guide access available continuously. However, we do not guarantee uninterrupted availability. There may be interruptions due to maintenance, updates, or causes beyond our control. If a significant interruption affects your access, we will make a reasonable effort to restore it promptly and notify you.

13. Acceptable use

By using turistera.com and our guides, you agree to:

• Use the services for personal and legitimate purposes.
• Not attempt to access restricted systems, databases, or areas of our website.
• Not use automated tools (bots, scrapers) to extract content.
• Not impersonate another person.

Turistera reserves the right to suspend or cancel the access of any user who violates these terms.

14. Communications

By providing your email address and making a purchase, you agree to receive transactional communications from us (purchase confirmation, guide access, service updates). These communications are not promotional and are necessary to provide you with the service.

If you gave us consent for additional purposes (news, promotions), you can withdraw that consent at any time by writing to contacto@turistera.com.

15. Changes to these terms

Turistera may modify these terms and conditions at any time. We will publish the updated version on turistera.com with its new update date. Changes will not affect purchases made before the modification.

For substantial changes, we will make a reasonable effort to notify you by email.

16. Applicable law and jurisdiction

These terms are governed by Mexican law, in particular:

• Mexico’s Federal Consumer Protection Law (LFPC).
• The Commercial Code and applicable e-commerce provisions.
• NOM-151-SCFI-2016 (retention of data messages).

For any dispute arising from these terms, the courts of the city of Oaxaca de Juárez, Oaxaca, Mexico, shall have jurisdiction, without prejudice to your right to file a complaint with PROFECO.

17. Contact

For any questions about these terms, write to us at:

contacto@turistera.com

This English version is provided for convenience. If there is any discrepancy between the Spanish and English versions, the Spanish version prevails.