Terms of Service

Version 2.1, September 2026

Casa Concierge Co. Legal representative: Casa Concierge Co. Playa del Carmen, Quintana Roo, México Contact email: [casaconciergepdc@outlook.com]

1. Acceptance of Terms

By registering a property, requesting our rental search service, or using any service offered by Casa Concierge Co. (hereinafter "the Company", "we", "us"), you (hereinafter "the Client") agree to be bound by these Terms of Service in their version in effect at the time of acceptance.

The accepted version, along with the date, time, and IP address of the device used, will be recorded in our system as evidence of the contractual relationship.

If you do not agree with any of these terms, we ask that you do not use our services.

2. Description of Services

Casa Concierge Co. operates a free property listing and referral portal for Playa del Carmen and the Riviera Maya. We do not manage, administer, or operate any property. Our services are:

Vitrina: free publication of a property listing on our portal, with commission due only when a booking, long-term lease, or sale is generated through a lead we forwarded.
Rental Search: an intermediation service connecting property owners with mid and long-term tenants (1 to 12 months).
Acquisition consulting: referrals to vetted local real estate agencies for buyers (as an additional service, paid by the agency).
Partner Referral Network: introductions to independent third-party professionals (legal and notary, property inspection, insurance) at no cost to the Client. The referral fee, if any, is paid by the referred professional, not the Client.

Referred professionals under any of the above services are independent contractors and are not agents or employees of Casa Concierge Co..

Casa Concierge Co. is not a party to any rental, lease, or sale agreement. Once we forward an interested party's contact to the Client, the Client is solely responsible for all further communication, pricing, terms, and execution of the transaction.

3. Rental Search Service

Casa Concierge Co. offers an intermediation service for mid and long-term rentals (1 to 12 months), both for property owners seeking tenants and for individuals seeking rental properties in the Riviera Maya.

Fees:

Tenant placement (1-6 months): 50% of first month's rent, paid by the owner upon signing the rental agreement.
Tenant placement (6-12 months): 75% of first month's rent, paid by the owner upon signing.
Rental search for incoming renter: $250 USD flat fee, paid by the renter upon initiating the active search.

Casa Concierge Co. acts as intermediary and is not a party to the rental agreement between owner and tenant. Fees are non-refundable once active search has begun.

4. Vitrina Free Listing Service

Casa Concierge Co. publishes property listings free of charge ("Vitrina"). There is no monthly fee, no subscription, and no minimum charge of any kind. The owner authorizes Casa Concierge Co. as intermediary for qualified leads generated through our website or marketing channels.

Vitrina commissions:

Short-term booking (1 night to 1 month): 10% of total booking value.
Long-term placement (1-6 months): 50% of first month's rent.
Long-term placement (6-12 months): 75% of first month's rent.
Property sale referral: 2-3% as agreed per deal (typically paid by agency side when applicable).

Optional add-on: professional listing photography, a flat one-time fee paid by the Client, coordinated only on request. This is not a recurring charge and is separate from the commissions above.

Commission is due before key handover or lease signature for transactions originated through Casa Concierge Co. channels. Fees are non-refundable once active lead management has begun. If no booking, lease, or sale is ever generated through Casa Concierge Co., no fee is owed.

5. Listing Submission

To publish a property, the Client submits property details (location, type, price, availability) and photographs through our contact form or WhatsApp. Casa Concierge Co. reviews and publishes the listing, typically within 5 business days.

Casa Concierge Co. may decline to publish, or may remove, any listing that contains inaccurate information, appears fraudulent, or falls outside our current service areas.

6. Payments

Because Casa Concierge Co. only charges commission on a confirmed result, there is no recurring billing. When a booking, lease, or sale is confirmed through a lead we forwarded:

The applicable commission (see §3 and §4) is due before key handover or lease/sale signature.
Casa Concierge Co.'s standard payment methods are SPEI transfer (Mexican bank accounts), international wire transfer, and cash, with prior written confirmation of the method, amount, and details.
The applicable USD/MXN exchange rate, where relevant, is the rate published by Banco de México (Banxico) on the payment date.
The Client must send proof of payment to [casaconciergepdc@outlook.com] on the same day as the transaction.
Casa Concierge Co. will issue a numbered receipt within 24 hours of payment confirmation.

Invoice dispute window: the Client has 5 business days from receipt of a commission invoice to dispute it in writing via email, including supporting evidence. After this period, the invoice is deemed accepted.

7. Removing a Listing

The Client may request removal of their listing at any time, free of charge, by emailing [casaconciergepdc@outlook.com]. Casa Concierge Co. will remove the listing and any associated photographs from the portal within 48 hours. There is no notice period, no fee, and nothing owed unless a commission was already due under §3 or §4 at the time of the request.

8. Client Obligations

The Client agrees to:

Provide truthful and up-to-date information about their property, including price, availability, and photographs.
Hold clear title or authority to list and transact on the property.
Obtain any municipal, state, or tax registration required to legally rent or sell the property (including, where applicable, Quintana Roo's tourism registry requirements for short-term rentals), and confirm such registration is valid before the listing is published.
Handle all communication, negotiation, and execution directly with any renter or buyer referred by Casa Concierge Co..
Pay the applicable commission under §3 or §4 when a booking, lease, or sale is confirmed through a Casa Concierge Co. referral.

9. Obligations of Casa Concierge Co.

We commit to:

Publishing listing information accurately as submitted by the Client.
Forwarding qualified inquiries to the Client promptly, typically the same day received.
Maintaining the confidentiality of the Client's data and property information.
Never administering, operating, or holding funds on behalf of any property, listing account, or transaction.

10. No Liability for Rental, Lease, or Sale Execution

Casa Concierge Co. is a listing and referral intermediary only. Accordingly:

Casa Concierge Co. is not a party to, and assumes no responsibility for, the execution of any rental, lease, or sale agreement between the Client and a renter or buyer we referred.
Casa Concierge Co. does not communicate with guests during a stay, does not coordinate check-in, cleaning, or maintenance, and does not hold or remit any rental income.
Any dispute, damage claim, or disagreement arising from a rental, lease, or sale is between the Client and the other party, to be resolved directly between them and, where applicable, through the guarantee mechanisms of the platform used (such as Airbnb AirCover) or the Client's own insurance.

The Client acknowledges this limitation at the time of listing their property.

11. Limitation of Liability

Casa Concierge Co. is not liable for:

Any outcome, dispute, or damage arising from a rental, lease, or sale agreement between the Client and a party we referred.
Losses resulting from natural disasters, acts of third parties, or force majeure events.
The Client's compliance (or non-compliance) with applicable tourism, tax, or municipal registration requirements.
Service interruptions caused by failures in external platforms.

Casa Concierge Co.'s maximum liability to the Client shall in no case exceed the total commission paid by the Client in the 12 months preceding the event giving rise to the claim.

12. Official Communications

Communications through WhatsApp are operational in nature and do not constitute agreements, commitments, or formal notifications.

Any agreement, listing change, complaint, or formal request must be made via email to [casaconciergepdc@outlook.com] to have contractual validity.

13. Use of Photographs

Photographs of the Client's property are used exclusively with their explicit consent, granted at the time of listing submission. Their use is limited to the promotion of said property on Casa Concierge Co.'s portal and marketing channels.

Upon removal of a listing, photographs will be removed from the public portal within 48 hours. See the Privacy Policy for further details.

14. Intellectual Property

All content on the Casa Concierge Co. website (including text, images, logos, design, and code) is the exclusive property of Casa Concierge Co. and is protected by applicable intellectual property laws in Mexico.

15. Force Majeure

Casa Concierge Co. shall not be liable for the total or partial non-fulfillment of its obligations when such non-fulfillment is caused by events beyond its reasonable control, including but not limited to: severe weather events, natural disasters (hurricanes, earthquakes, floods), pandemics, government actions, prolonged power outages, or widespread failures in telecommunications infrastructure or third-party services.

16. Dispute Resolution

In the event of any dispute or controversy arising from these Terms, the parties agree to attempt to resolve the conflict through the following steps, in order:

Direct communication: Formal notification via email describing the issue. The receiving party has 10 business days to respond with a proposed resolution.
Mediation: If no agreement is reached, the parties shall submit to mediation before PROFECO or a mutually agreed-upon private mediator, before initiating any legal action.
Legal proceedings: Only if mediation fails may the parties resort to the competent courts.

17. Governing Law and Jurisdiction

These Terms of Service are governed by the laws of the United Mexican States. Any dispute arising from their interpretation or enforcement shall be submitted to the jurisdiction of the competent courts of Playa del Carmen, Quintana Roo, México, with the parties expressly waiving any other venue that may correspond to them by reason of their present or future domicile.

18. Amendments to the Terms

Casa Concierge Co. reserves the right to modify these Terms at any time. Changes will be communicated with at least 30 days' prior notice via email or a notice on our website, indicating the new version and a summary of the changes made. Continued use of the service after the effective date of the changes implies acceptance of the new terms.

19. Contact

For questions, clarifications, or notifications related to these Terms:

Casa Concierge Co. Legal representative: Casa Concierge Co. 📍 Playa del Carmen, Quintana Roo, México 📧 [casaconciergepdc@outlook.com] 💬 WhatsApp: +52 ‪984 481 7579‬ (operational inquiries only)