Visa
Condition 13.1 "Services Not Received"
Issuer generally grants provisional credit when adequate documentation shows service was not provided.
Know Your Rights
This page provides general information, not individualized legal counsel. Statutes and card‑network rules can change; always confirm details with your card issuer, PROFECO, or qualified counsel before taking action.
1. U.S. Credit-Card Protections
1.1 Fair Credit Billing Act (FCBA)
| Key Point | Detail |
|---|---|
| What is it? | Federal law (15 U.S.C. § 1666) that lets cardholders dispute billing errors—including "services not delivered as agreed." View FCBA Text → |
| Deadline | 60 days from the statement date on which the charge first appears. |
| How to file | Industry best practice is to send a written dispute (certified mail or portal message) to the address listed on your statement. Attach the booking confirmation and the hotel's cancellation notice. |
1.2 Network‑Specific Rules (Service‑Not‑Rendered)
Mastercard
Reason Code 4853 / 79
Same standard; merchant must prove service was rendered or accept chargeback.
American Express
Code C08 "Goods/Services Not Received"
Up to 120 days to dispute; AmEx often resolves within 5–10 business days.
Discover
Code 4755 "Services Not Provided"
File through the secure message center; Discover contacts the merchant on your behalf.
Quick Checklist
- Booking confirmation (PDF)
- Credit‑card charge screenshot
- Hotel e‑mail or check‑in record showing cancellation
2. State & Federal Complaint Channels
Filing a complaint may add pressure and creates an official record of the merchant's conduct.
FTC
Deceptive trade practices across the U.S.
Better Business Bureau (BBB)
Public non‑government mediation
State Attorney‑General
Enforces state consumer‑protection acts
See full AG list ▼
Click for all 50 States + D.C.
Alabama – https://www.alabamaag.gov/
Alaska – https://law.alaska.gov/
Arizona – https://www.azag.gov/
Arkansas – https://arkansasag.gov/
California – https://oag.ca.gov/
Colorado – https://coag.gov/
Connecticut – https://portal.ct.gov/ag
Delaware – https://attorneygeneral.delaware.gov/
Florida – https://myfloridalegal.com/
Georgia – https://law.georgia.gov/
Hawaii – https://ag.hawaii.gov/
Idaho – https://www.ag.idaho.gov/
Illinois – https://www.illinoisattorneygeneral.gov/
Indiana – https://www.in.gov/attorneygeneral/
Iowa – https://www.iowaattorneygeneral.gov/
Kansas – https://www.ag.ks.gov/
Kentucky – https://www.ag.ky.gov/
Louisiana – https://www.ag.state.la.us/
Maine – https://www.maine.gov/ag/
Maryland – https://www.marylandattorneygeneral.gov/
Massachusetts – https://www.mass.gov/orgs/office-of-the-attorney-general
Michigan – https://www.michigan.gov/ag/
Minnesota – https://www.ag.state.mn.us/
Mississippi – https://attorneygenerallynnfitch.com/
Missouri – https://ago.mo.gov/
Montana – https://dojmt.gov/
Nebraska – https://ago.nebraska.gov/
Nevada – https://ag.nv.gov/
New Hampshire – https://www.doj.nh.gov/
New Jersey – https://www.njoag.gov/
New Mexico – https://nmdoj.gov/
New York – https://ag.ny.gov/
North Carolina – https://ncdoj.gov/
North Dakota – https://attorneygeneral.nd.gov/
Ohio – https://www.ohioattorneygeneral.gov/
Oklahoma – https://oklahoma.gov/oag.html
Oregon – https://www.doj.state.or.us/
Pennsylvania – https://www.attorneygeneral.gov/
Rhode Island – https://riag.ri.gov/
South Carolina – https://www.scag.gov/
South Dakota – https://atg.sd.gov/
Tennessee – https://www.tn.gov/attorneygeneral.html
Texas – https://www.texasattorneygeneral.gov/
Utah – https://attorneygeneral.utah.gov/
Vermont – https://ago.vermont.gov/
Virginia – https://www.oag.state.va.us/
Washington – https://www.atg.wa.gov/
West Virginia – https://ago.wv.gov/
Wisconsin – https://www.doj.state.wi.us/
Wyoming – https://ag.wyo.gov/
Source: State attorneys general | USAGov
3. Mexican Consumer Protection (PROFECO)
| Article / NOM | What it means for travelers |
|---|---|
| Federal Consumer‑Protection Law — Arts. 42, 92 BIS, 92 TER | Can entitle you to a full refund + at least 20 % compensation when the service is not provided. |
| NOM‑029‑SCFI‑2010 | Gives buyers 5 business days to rescind a timeshare or vacation‑club contract for any reason. |
How to File (Foreign Visitors)
- Gather evidence — confirmation, payment proof, and a brief narrative (PDF).
- Submit through
- Concilianet → https://concilianet.profeco.gob.mx
- or e‑mail → extranjeros@profeco.gob.mx
- Claim requested — “Full refund + 20 % compensation.”
- Timeline — Acknowledgment in ≈ 10 days; provider then has 15 business days to respond.
Quick Summary
Reservation cancelled? PROFECO may order a refund plus 20 %.
1. Collect your proofs in PDF.
2. Submit via Concilianet or the e‑mail above.
3. Request: “Full refund + 20 % compensation (Art. 92 TER).”
4. Letter Templates & Downloads
Coming Soon
Letter templates and downloadable resources will be available pending the outcomes of our ongoing dispute resolution processes.
Get Notified When Available
We'll email you once when templates are ready. No spam.
5. A Note on Personal Advice
Important Disclaimer
We are an independent consumer‑advocacy site, not a law firm.
For case‑specific guidance consult:
- A licensed attorney in your jurisdiction
- A PROFECO‑accredited advisor (for contracts signed in Mexico)
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