Terms of Service

1. Company Positioning

Merida Worldwide is a boutique relocation and lifestyle integration consultancy. The Company provides guidance, planning assistance, curated resources, community access, local integration support, introductions, referrals, educational materials, and relocation-related coordination services.

The Company is not a law firm, immigration firm, tax advisory firm, accounting firm, real estate brokerage, financial advisory firm, employment agency, insurance agency, or government authority. The Company operates as a private, limited-capacity service designed to assist international clients in navigating their transition to life in Merida, Mexico.

2. Boutique Admission Policy

The Company reserves the right to determine whether a prospective client is an appropriate fit for its services. Certain programs, including the Soft Landing Package and White Glove Relocation Package, require Landing Call completion and payment, intake form submission, relocation assessment, and approval by the Company.

Relocation packages are not available for direct public purchase. Purchase eligibility is not guaranteed, and the Company may decline services at its sole discretion.

3. Landing Call

The Landing Call is a paid, forty-minute consultation priced at $60 USD, booked through the Company’s scheduling platform (Cal.com) and processed via Stripe. The Landing Call serves as a mutual evaluation process. It does not guarantee acceptance into any relocation package, access to community groups or private events, access to premium programs, or future service eligibility.

If the client misses the first scheduled session, they may reschedule once within 30 days at no extra cost, subject to availability. If the client misses the rescheduled session, no refund shall be issued and a new payment of $60 USD is required. The Landing Call is non-refundable.

Landing Call Fee Applied as Package Credit: if the Client subsequently purchases a relocation package, the $60 USD Landing Call fee already paid is presented as a credit applied toward the listed package price. This presentation does not change the final price paid for the package and does not entitle the Client to any cash refund of the Landing Call fee.

4. Intake Forms & Questionnaires

Clients are required to complete intake forms or questionnaires as part of the onboarding process, including a pre-call intake form (sent automatically upon booking a Landing Call) and a Customized Relocation Plan questionnaire (sent upon purchase of an eligible package). Failure to complete required forms may result in delayed services, rescheduling, or cancellation with no refund. Clients are responsible for providing truthful, accurate, and complete information.

5. Scope of Services

Services may include relocation planning and consultation, lifestyle integration guidance, housing search assistance, community integration support, social onboarding, event access, educational resources, curated provider referrals, appointment accompaniment, translation support, administrative coordination, Customized Relocation Plan preparation, community membership benefits, and Vetted Service Providers Directory access. Specific services vary by package purchased. Optional add-on services are billed separately and must be paid upfront before delivery.

6. End of Engagement — When the Company’s Obligations Conclude

The services delivered under any relocation package are finite in scope and duration. The Company’s obligations under the purchased package are deemed fully rendered, and the engagement concluded, once all of the following milestones applicable to the purchased package have been completed:

• The Client has physically arrived in Merida and has been received (airport pickup and delivery to arranged temporary accommodations, where included in the purchased package).
• The Client has been accompanied through, or received guidance and referrals for, the administrative and legal setup steps included in the purchased package.
• The Client has resolved their housing situation for the immediate term following arrival.
• Where applicable and included in the purchased package, the Client has received orientation or search assistance for the education of dependent children.
• The post-arrival WhatsApp support window included in the purchased package (one week for Scouting Trip and Soft Landing, three months for White Glove) has elapsed.

Anything happening in the Client’s life after these milestones have been completed falls outside the scope of this engagement and is not the responsibility of the Company. Continued access to the Merida Worldwide community is a community-membership benefit, not an extension of the relocation service, and is governed independently by the Community Code of Conduct. The Company may, at its sole discretion and as a courtesy, choose to assist a former Client with matters outside the scope of the original engagement, but any such assistance is neither guaranteed, nor implied, nor a basis for any refund, credit, or claim.

7. Relocation Packages

The Company offers the following relocation packages, each requiring prior Landing Call completion and Company approval:

• Scouting Trip Package — $1,299 USD
• Soft Landing Package — $1,499 USD
• White Glove Relocation Package — $1,999 USD

Clients pay $60 USD for the Landing Call and, separately, the listed package price shown above upon enrollment; the two payments are not combined into a single transaction. Clients may upgrade their package at any time by paying the price difference. Downgrades are not permitted once onboarding has begun. Enrollment is by invitation only following Landing Call approval.

8. Service Guarantee

The Company guarantees that, for every relocation package, its team (directly or through its immigration attorney partners) will secure the Client’s consulate appointment and prepare and file the Client’s documentation on schedule with the relevant consulate or INM office. If the Company fails to secure the consulate appointment, or fails to prepare and file the required documentation on time, due to the Company’s own error or omission, the Company will remedy the issue at no additional cost to the Client — including rescheduling the appointment, re-filing the documentation, or taking other equivalent corrective action necessary to resolve the specific failure.

This Service Guarantee covers the Company’s own coordination and administrative performance only. It does not cover delays or denials caused by government processing times, consulate or INM decisions, incomplete or inaccurate information provided by the Client, missed appointments caused by the Client, or other circumstances outside the Company’s control (see Force Majeure and Limitation of Liability). This Service Guarantee is a corrective-action commitment only and does not entitle the Client to any cash refund, partial or full, of the package fee; it does not modify the Refund Policy below.

9. Premium Add-On Services

The following standalone products may be available to eligible clients: the Relocation Guide Collection (Volumes 1–4 bundle, $199 USD; Volumes 5 and 6 sold individually at $29 USD each; the Volumes 1–4 bundle is included automatically at no cost to White Glove clients), the Customized Relocation Plan ($399 USD, includes 1 revision at no additional cost, additional revisions $25 USD each; included automatically in White Glove), and the Vetted Service Providers Directory (full access $199 USD as an add-on to Scouting Trip; limited access included in Soft Landing with option to upgrade; full access included automatically in White Glove). All add-on services must be paid upfront and are non-refundable once access or work has been initiated.

10. Customized Relocation Plan

Any Customized Relocation Plan provided by the Company is intended as a planning and guidance resource. The plan does not constitute professional advice, does not guarantee outcomes, is based upon information available at the time of preparation, and may become outdated as circumstances change. It includes 1 revision opportunity at no additional cost; additional revisions are billed at $25 USD per revision. The Company is not responsible for future changes affecting recommendations.

11. Vetted Service Providers Directory

The Vetted Service Providers Directory is an exclusive client resource and cannot be purchased independently by non-clients. Access levels are determined by package: Scouting Trip clients receive no provider contacts by default and may purchase full access; Soft Landing clients receive limited access (maximum 4 selections, 1 per category) with an option to upgrade; White Glove clients receive unlimited, lifetime access including future updates.

Provider selections made under limited access are final and irrevocable upon disclosure of the provider’s information. Unused selections have no cash value and are non-transferable. Inclusion in the directory does not guarantee service quality, pricing, availability, or outcomes. Clients may not share, redistribute, resell, or disclose directory contents to third parties.

12. No Legal, Tax, Financial or Immigration Advice

The Company does not provide legal advice, immigration advice, tax advice, financial advice, investment advice, real estate representation, or legal representation. Any information provided is educational and informational in nature only. Clients are responsible for consulting appropriately licensed professionals before making decisions.

13. Appointment Accompaniment

The Company may provide appointment accompaniment, translation assistance, advocacy support, administrative coordination, and cultural guidance. Such assistance shall not be interpreted as legal, immigration, tax, or financial representation. The Company acts solely as a facilitator and support provider.

14. Third-Party Providers

The Company may introduce, recommend, refer, or provide information regarding third-party providers, including attorneys, immigration specialists, realtors, insurance providers, healthcare providers, contractors, translators, property managers, and financial professionals. All third-party providers operate independently; the Company does not supervise, control, employ, manage, or direct such providers, and makes no guarantees regarding their service quality, availability, pricing, timelines, qualifications, results, or performance. Clients engage third-party providers at their own discretion and risk.

Relocation package fees do not include the professional fees charged by immigration attorneys or other referred third-party providers. Those fees are billed separately by the provider, are outside the Company’s control, and are the Client’s responsibility.

15. Community Access

Certain services include access to the Merida Worldwide community, its networking opportunities, social events, language exchanges, lifestyle activities, and memberships. There is a single community: Merida Worldwide. Within it, an Exclusive VIP Members Group operates as a hidden, invitation-only subgroup reserved exclusively for White Glove clients.

Community access is a privilege, not a right. The Company may suspend or revoke access at any time. Clients must read and accept community rules before access is granted. Violations may result in permanent removal from all Company communities and services, with no refund.

16. Code of Conduct

All clients agree to behave respectfully toward community members, event attendees, staff, partners, and service providers. Prohibited conduct includes harassment, threats, or hate speech; discrimination of any kind; aggressive or disruptive behavior; unauthorized solicitation or promotion; sharing or redistributing Company proprietary materials; and illegal activity. Violation may result in removal from services, events, communities, or programs without refund.

17. Intellectual Property

All Company materials remain the exclusive property of Merida Worldwide, including guides, PDFs, and checklists; databases and resource libraries; the Relocation Guide Collection; moving plans and templates; processes and internal systems; community resources; the Vetted Service Providers Directory; and questionnaires and onboarding materials. No ownership rights are transferred to clients. All materials are licensed solely for personal use and may not be copied, republished, resold, redistributed, shared publicly, or modified for commercial use without prior written authorization.

This also covers this website: all photographs, videos, graphics, and other media displayed on meridaworldwide.com are the exclusive property of the Company, or are used under license, and are protected by applicable copyright and intellectual property laws. Unauthorized reproduction, download, distribution, or use of this website’s photos, videos, or other media — including for commercial purposes — is strictly prohibited without the Company’s prior written authorization, and may result in legal action, including claims for damages and recovery of any costs incurred by the Company in enforcing these rights.

18. Community Photography & Media

The Company may capture photographs, video recordings, testimonials, and event content during activities, meetups, community gatherings, and programs. By attending Company events, clients grant permission for reasonable promotional use unless written notice is provided prior to the event.

19. Scheduling & Missed Appointments

All calls, tours, appointments, and support sessions are subject to scheduling availability. After one failed scheduling attempt or no-show, the service may be billed again at its corresponding service rate. If a client has an unused pre-move planning call, it may be redeemed one time only as a post-arrival assistance call (maximum 1 hour), subject to availability.

20. Fees & Payment

All fees are payable in advance unless otherwise specified. Services begin only after payment has been successfully received. Payments are processed through Stripe as the primary method; if a Stripe attempt fails, payment may be completed through PayPal, and if that also fails, bank transfer instructions will be provided as a final alternative. This fallback sequence applies to Landing Call payments, package payments, and add-on payments alike. Prices may change without prior notice.

21. Refund Policy

Unless expressly stated otherwise:

• Landing Calls are non-refundable.
• Digital materials are non-refundable once access has been granted.
• Customized Relocation Plans are non-refundable once work has commenced.
• Community memberships are non-refundable.
• Completed services are non-refundable.
• Relocation packages are non-refundable once onboarding services begin.
• Add-on services are non-refundable once delivered or initiated.

Refund eligibility for specific situations shall be governed by applicable package agreements and Company policy at its discretion. The Service Guarantee above provides corrective action, not a refund, and does not alter this Refund Policy.

22. Client Responsibilities

Clients agree to:

• Provide accurate and complete information at all times
• Respond promptly when required and attend scheduled appointments
• Submit requested documentation on time
• Complete all required intake forms before services begin
• Follow applicable laws and cooperate with service providers and Company staff
• Conduct independent due diligence before making relocation, financial, legal, healthcare, or housing decisions

Delays caused by the client may impact service delivery. The Company is not liable for service disruptions resulting from client non-compliance.

23. Data Privacy

The Company collects personal information through intake forms, questionnaires, and service interactions, used for operational planning, client profiling, service customization, and internal risk assessment. Sensitive personal information is handled securely and confidentially and will not be shared externally without client consent unless legally required. See our Privacy Policy for full details.

24. Limitation of Liability

To the maximum extent permitted by law, the Company shall not be liable for:

• Lost income or lost opportunities
• Immigration outcomes
• Housing outcomes
• Financial losses
• Business interruptions
• Third-party actions
• Government decisions
• Indirect or consequential damages

Total liability shall not exceed the amount paid by the client for the specific service giving rise to the claim.

25. Force Majeure

The Company shall not be liable for delays or failures caused by circumstances beyond its reasonable control, including government actions or immigration delays, natural disasters or weather events, public emergencies or pandemics, internet outages or platform failures, transportation disruptions, and labor disputes.

26. Termination of Services

The Company reserves the right to terminate services if:

• Client behavior becomes abusive, threatening, or disruptive
• Client violates community rules or the Code of Conduct
• Fraudulent or inaccurate information is provided
• Payment obligations are not met
• Continued service is deemed inappropriate by the Company

Termination for cause shall not entitle the client to a refund.

27. Governing Law

These Terms shall be governed by the laws of the State of Yucatan, Mexico, without regard to conflict of law principles. Any dispute shall be subject to the competent courts located in Merida, Yucatan, Mexico.

28. Modifications

The Company reserves the right to modify these Terms, service offerings, pricing, community access, package contents, and operational procedures at its discretion. Continued use of Company services following any modification constitutes acceptance of the updated Terms.