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Terms of Booking

Last updated: 2026-04-26

Ver versión en español. In case of conflict, the Spanish version controls where Colombian consumer law applies; this English version is provided for convenience.

These Terms form a binding contract between you ("Guest", "you") and ETERNUS LLC, doing business as CAXA Stays ("CAXA", "we", "us"), the merchant and manager of the properties listed at caxastays.com and www.caxastays.com. By submitting a booking request, clicking the consent checkbox, providing payment details through Stripe, paying, checking in, or occupying the property, you agree to these Terms, the Privacy Policy, the property-specific House Rules, and check-in instructions delivered to you. If you do not agree, do not submit a request or occupy the property.

You are responsible for every person in your party and any invitee. You represent that you have authority to accept these Terms on behalf of all guests and that you will ensure they comply.

1. Nature of the booking

You are purchasing an accommodation reservation for a specific property, specific dates, and a specific guest count. Once approved, we begin performance by confirming the reservation, blocking the dates, preparing operations, and making the property unavailable for resale across our channels. This is not a tenancy, lease, timeshare, hotel membership, or property right.

To the maximum extent permitted by Colombian consumer law, you expressly agree that once we approve the booking and begin performance with your consent, any statutory withdrawal or retracto right that may otherwise apply is excluded or exhausted under the exceptions and limits of applicable law. Nothing in these Terms waives any non-waivable consumer right.

2. Request-to-book flow

  1. You submit a request through our website, select dates, guest counts, pets where allowed, and stay details, accept these Terms and the Privacy Policy, and provide payment details via Stripe.
  2. If check-in is within 60 days, Stripe authorizes the displayed total on your card. If check-in is more than 60 days away, Stripe saves your payment method and CAXA does not capture the stay charge at request time. No PMS reservation is created and the calendar is not held until we approve.
  3. We may approve or decline the request for any lawful reason, including availability changes, pricing errors, risk controls, identity concerns, house-rule risk, compliance constraints, or operational constraints.
  4. If approved within 60 days of check-in, we capture the authorization, create or confirm the reservation, and send confirmation. If approved more than 60 days before check-in, we create or confirm the reservation and charge the saved card when the booking enters the non-refundable window.
  5. If declined, auto-declined, expired, or unavailable during review, we release or cancel the authorization or discard the saved-card mandate and CAXA does not capture the stay charge. Your bank may take time to show an authorization release.

3. Eligibility and guest duties

The lead guest must be at least 18 years old, must stay at the property unless we approve otherwise in writing, and must provide accurate contact and identity information. Third-party bookings, resales, transfers, substitutions, or occupancy by unapproved persons are prohibited unless we approve in writing. All guests 18+ must be identifiable by valid government-issued photo ID. Minors must be accompanied and supervised by a responsible adult at all times.

You must comply with Colombian law, building rules, homeowner association rules, community standards, property instructions, quiet hours, and all reasonable safety or operational directions from CAXA.

4. Price, taxes, currency, and errors

The "Total" shown at checkout includes the nightly rate and disclosed per-stay fees in the displayed currency, unless a mandatory tax or government charge must legally be invoiced or collected separately. You agree to the currency shown at checkout. CAXA does not control card-network exchange rates, issuer fees, foreign-transaction fees, conversion spreads, or bank delays.

Selected fee-bearing stay details, including disclosed pets, are included in the displayed total before you submit payment details. Optional services and post-booking requests, including extra guests, approved early check-in or late checkout, parking, airport pickup, private chef, groceries, special setup, tours, massage, extra cleaning, damages, missing items, smoking or odor remediation, unauthorized guests or visitors, building fines, rule violations, and utility abuse, may create additional charges when approved, incurred, or documented.

Obvious pricing, availability, tax, or technical errors do not bind us. If we discover a material error before approval, we may decline the request or offer corrected terms. If a material error is discovered after approval and makes performance commercially or legally unreasonable, our maximum obligation is to cancel and refund the amount captured.

5. Cancellation policy — Super Strict 60

This cancellation policy is material, displayed before payment authorization or saved-card setup, and priced into the reservation.

Bookings approved within 60 days of check-in are non-refundable from the moment of approval. Bookings approved more than 60 days before check-in become non-refundable when the scheduled charge date arrives, normally 60 days before check-in. If the saved-card charge fails when due, we may require prompt replacement payment and may cancel or release the reservation if payment is not completed. Cancellation deadlines are calculated in Colombia local time (COT, UTC-5). A cancellation is effective only when received in writing at zach@caxastays.com. Nothing in this section limits any non-waivable refund or consumer remedy required by applicable law.

Any courtesy refund, credit, date move, or exception is discretionary, non-precedential, and does not modify these Terms. Travel insurance is strongly recommended.

6. Changes requested by you

Date, property, guest-count, lead-guest, or stay-detail changes are requests, not rights. We may deny changes for any lawful reason. Approved changes may require a rate difference, added fees, updated identity checks, or a new payment authorization. Unapproved changes inside the 60-day window are treated under the cancellation policy. Reservations are non-transferable unless we approve in writing.

7. Changes or cancellation by us

We may cancel, decline, relocate, or modify a booking if necessary because of operator-side force majeure, safety risk, legal/compliance issue, property damage, serious maintenance failure, utility outage, authority order, duplicate booking, PMS/channel sync conflict, payment failure, suspected fraud, identity mismatch, house-rule risk, or inability to lawfully host the party. If we cancel for a reason not caused by you, our maximum obligation is a refund of the amount captured by us, except where applicable law requires a different remedy.

Ordinary weather, temporary internet or power interruptions, neighborhood noise, construction or city works outside our control, minor amenity downtime, and aesthetic differences from photos caused by normal wear, replacement, or seasonal conditions do not create a refund right unless they make the property materially uninhabitable.

8. Mandatory registration and identity verification

Colombian lodging operators must collect guest information for Tarjeta de Registro de Alojamiento (TRA/SIAT), and foreign guests may be reportable through Migración Colombia's SIRE system. You authorize us to collect, verify, process, and submit the required data for every guest, including name, document type and number, date of birth, nationality, residence information, and identity-document images where needed.

Providing accurate identity and registration information is a condition of the stay. If any guest refuses, delays, provides false information, cannot be verified, lacks valid documentation, or would cause us to breach legal or building rules, we may decline check-in, cancel, remove that guest, or terminate the stay without refund to the extent permitted by law.

9. House rules and zero-tolerance conduct

House Rules form part of this contract. Rules may cover occupancy, quiet hours, parties, visitors, pets, smoking/vaping, drugs, commercial use, filming, parking, jacuzzis, fire pits, pools, terraces, waste, access, and local community standards. Material violations may result in immediate termination of the stay without refund.

Pets are allowed only when the property page permits pets and the pet count is disclosed in the booking flow or approved by us in writing. Pet fees are charged per pet per night unless expressly stated otherwise. Pets may be subject to building restrictions, species/size limits, cleaning obligations, and damage responsibility. Undisclosed, excess, or unapproved pets are a material house-rule violation and may result in added charges, refusal of check-in, removal of the pet, cancellation, or termination without refund to the maximum extent permitted by law.

Zero-tolerance breaches include unauthorized parties or events; exceeding occupancy; unregistered overnight occupants; illegal drugs or weapons; sex-tourism, exploitation, or conduct involving minors; violence, threats, harassment, or intimidation; tampering with locks, cameras, smoke detectors, routers, meters, hot tubs, pools, fire systems, or safety equipment; nuisance to neighbors; commercial filming or business use without written approval; and any conduct likely to expose CAXA, the owner, building, or neighbors to legal, administrative, or safety risk.

You are liable for fines, penalties, HOA/building charges, police or authority costs, legal fees, chargeback costs, lost revenue, remediation costs, and damages arising from your conduct, your party, or your invitees.

10. Security deposit, damage, and incidental charges

We may require a refundable security-deposit authorization, pre-arrival hold, or payment method on file. You authorize us to charge or withhold documented amounts for damage, missing items, extra cleaning, smoke or odor remediation, late checkout, unauthorized early check-in, lost keys or access devices, lockout assistance, utility abuse, linen/mattress/upholstery replacement, pest remediation caused by guest behavior, fines, penalties, chargebacks, and rule violations.

Damage or incident claims may be identified during the stay or within fourteen (14) days after checkout, or later if a concealed issue is reasonably discovered later. Charges may include contractor estimates, invoices, replacement cost, reasonable administrative handling up to 20% where allowed, and lost revenue for nights reasonably blocked for repair or remediation.

11. Assumption of risk and amenities

You acknowledge ordinary risks associated with travel and with amenities such as jacuzzis, heated water, pools, fire pits, grills, stairs, terraces, balconies, rural roads, creeks, forests, insects, wildlife, self check-in, electronic locks, and unfamiliar neighborhoods. You are responsible for safe use and for supervising minors. You release CAXA from liability for ordinary, obvious, or guest-created risks to the maximum extent permitted by law.

No lifeguard, medical supervision, childproofing, or continuous on-site staff is provided unless expressly stated in writing. You must stop using any amenity that appears unsafe and notify us immediately.

12. Service concerns, defects, and guest remedies

You must notify us in writing immediately during the stay of any material issue and give us a reasonable opportunity to inspect, repair, replace, clean, move you, or otherwise remedy it. Leaving early, refusing reasonable access, failing to report during the stay, or preventing remediation waives any claim to a refund or credit for that issue to the maximum extent permitted by law.

Your remedies are limited to the remedy we offer in writing, a legally required remedy, or, if the property is materially uninhabitable and we cannot provide a reasonable substitute, refund of the unused portion or full amount captured, as applicable. You may not self-help by withholding payment, initiating a bad-faith chargeback, or demanding compensation not required by these Terms or applicable law.

13. Refund and chargeback mechanics

Refunds, when due, are processed to the original payment method. Processing time depends on Stripe, card networks, and your bank. We are not responsible for bank delays, foreign-exchange differences, issuer fees, conversion spreads, or lost interest.

You agree to contact us and attempt good-faith resolution before initiating any chargeback, reversal, or payment dispute. A knowingly false, premature, or bad-faith chargeback is a material breach, and you agree to reimburse the disputed amount, chargeback fees, penalties, collection costs, and reasonable legal fees to the maximum extent permitted by law.

14. Third parties and external conditions

We are not responsible for airlines, transport providers, immigration authorities, consulates, banks, card issuers, internet providers, utility providers, platforms, neighbors, construction, public works, restaurants, tours, events, weather, crime, civil disturbance, medical issues, or any other third party or condition outside our reasonable control. Advice or recommendations about third-party services are informational only.

15. Limitation of liability and indemnity

To the maximum extent permitted by Colombian law, CAXA's aggregate liability to you and your party in connection with a booking is limited to the amount captured by us for that booking. We are not liable for indirect, consequential, incidental, special, punitive, exemplary, emotional-distress, loss-of-enjoyment, lost-opportunity, or travel-cost damages.

You agree to indemnify and hold harmless CAXA, property owners, managers, staff, contractors, and affiliates from claims, damages, fines, penalties, losses, chargebacks, legal fees, and costs arising from your breach, your party's conduct, your invitees, inaccurate information you provide, illegal activity, property damage, injury caused by you, or violation of law, building rules, House Rules, or third-party rights.

16. Disputes, law, venue, and class waiver

These Terms are governed by the laws of the Republic of Colombia, without prejudice to any non-waivable consumer protection that applies. Disputes must first be raised directly with CAXA in writing and handled in good faith. Unresolved disputes are submitted to the competent courts of Medellín, Antioquia, Colombia, unless a non-waivable law requires another forum.

Claims must be brought individually, not as a class, collective, consolidated, private-attorney-general, or representative action, to the maximum extent permitted by law.

17. Privacy and evidence

Your personal data is handled under our Privacy Policy, incorporated by reference. You agree that electronic records, Stripe records, PMS records, audit logs, consent timestamps, IP address, user agent, messages, photos, and system logs may be used as evidence of consent, booking terms, guest conduct, damages, compliance, and dispute defense.

18. Severability, no waiver, interpretation

If any provision is held unenforceable, it will be limited or severed to the minimum extent necessary, and the remainder remains in effect. Our failure to enforce a provision is not a waiver. Headings are for convenience only. The Spanish version controls where Colombian consumer law applies; this English version is provided for convenience.

19. CAXA Circle

CAXA Circle is a private, voluntary, discretionary recognition program. It is not required to search, inquire, request, or book a stay. CAXA Experience Credit, status, access, recognition, preferences, messages, and benefits have no cash value, are not property, are not a stored-value account, are not transferable or refundable, and may be corrected, limited, paused, revoked, changed, or ended by CAXA at its discretion, subject to applicable law.

CAXA Circle benefits apply only when CAXA confirms they apply to an eligible direct booking or eligible service. Benefits may be limited by property economics, availability, guest conduct, minimum profitable rates, peak dates, operational constraints, fraud/risk review, cancellation, refund, chargeback, rule violation, damage, or safety issue. Early check-in, late checkout, upgrades, arrival details, Experience Credit use, and special benefits are never guaranteed unless confirmed in writing for that reservation.

Creating or using a CAXA Circle account requires account, program, and marketing email consent because the program is operated through electronic account notices and direct-member communications. You can book a stay without joining CAXA Circle. If you unsubscribe or opt out of required CAXA Circle communications, CAXA may limit or disable non-booking program access and benefits while existing bookings remain governed by the booking terms accepted for those bookings.

20. Updates

We may update these Terms at any time. The version in effect when you submit a booking request governs that request, unless a later version is required by law or is expressly accepted by you. Changes do not apply retroactively to confirmed bookings unless legally required.

21. Contact

ETERNUS LLC dba CAXA Stays
Email: zach@caxastays.com
Operations: Medellín and El Retiro, Antioquia, Colombia