Payments, cancellations and refunds

Version 1.0, draft of 13 October 2026. In force from its publication, once the legal review is complete.

This policy applies to bookings made directly on www.acerentalspy.com and forms part of the Booking terms. It should be read before paying.

Each booking is governed by the version of this policy accepted when booking, which is shown in the summary before payment and in the confirmation email, including the cancellation level of the unit and the treatment of the payment gateway fee.

Bookings made on Booking.com, Airbnb or other platforms are governed by that platform's policies.

1. Price and currency

1.1. Before payment, the site shows the total price of the stay with its breakdown: nights, cleaning fee, additional guests and, where applicable, pet surcharge. That total is the amount payable for the booking.

1.2. Payment is charged in guaraníes; the USD amount is for reference only, based on the BCP (Central Bank of Paraguay) exchange rate of the day.

1.3. The amount payable is the total in guaraníes fixed when the booking is started; the exchange rate used to show the USD reference is also recorded. That amount does not change if the exchange rate varies afterwards.

1.4. If the gateway accepts the guest's card or account in another currency, the guest's bank or issuer converts the amount and may apply its own exchange rate and fees, which are outside the control of ACE RENTALS PARAGUAY.

2. Payment methods and gateway

2.1. Payments are processed by Pagopar, a payment gateway operated by Grupo M S.A. Payment is completed on the gateway's page: ACE RENTALS PARAGUAY neither receives nor stores card details.

2.2. The available methods are those enabled by the gateway at the time of payment, such as credit and debit cards, QR code payments, e-wallets and PIX. Cash payments at collection points and bank transfers may not be available.

2.3. The gateway requires the name, email address, telephone number and document number of the payer. To pay with PIX, the document is the CPF or CNPJ.

2.4. Payment must cover the full amount of the booking in a single transaction.

3. Holding of dates and payment deadline

3.1. When the booking is started, the dates are held for a limited time, shown on screen, so that the guest can complete the details and the payment.

3.2. If that time expires without a credited payment, the booking lapses and the dates are released at no charge. The guest may start a new booking, subject to the availability and price then in force.

3.3. If a payment is credited after the hold has expired, the booking is confirmed if the dates are still free. If they are not, the full amount paid is refunded without any deduction, and the guest is informed by email.

4. Cancellation by the guest

4.1. Each unit is assigned one of the cancellation levels in this section, shown in its listing and in the summary before payment. Unless otherwise stated, the Moderate level applies.

4.2. Deadlines are counted up to the check-in time on the arrival date, Paraguay time. Percentages apply to the total amount paid. After check-in time there is no refund; section 6 applies.

4.3. Flexible level: 100 % refund if cancelled 72 hours or more before check-in time, and 50 % if cancelled less than 72 hours before, but before check-in time.

4.4. Moderate level: 100 % refund if cancelled 7 days (168 hours) or more before check-in time; 50 % if cancelled less than 7 days but 72 hours or more before; no refund if cancelled less than 72 hours before.

4.5. Strict level: 100 % refund if cancelled within 48 hours after confirmation, provided that, when the booking was confirmed, check-in time was 14 days or more away; 50 % if cancelled 14 days or more before check-in time; no refund in all other cases. A booking confirmed less than 14 days before check-in has no refund, and a date change does not restart the 48-hour period.

4.6. Cancellation must be requested by email to reservas@acerentalspy.com, sent from the email address registered in the booking and quoting its code. The time of cancellation is the time that email is received. ACE RENTALS PARAGUAY confirms the cancellation and the amount to be refunded by the same means.

4.7. When the cancellation is the guest's decision, the proportional part of the fee charged by the payment gateway that is not returned to ACE RENTALS PARAGUAY may be deducted from the refund. If this deduction applies, it is stated in the summary before payment and in the confirmation email. It is never deducted when the reason for the refund is attributable to ACE RENTALS PARAGUAY.

5. Date changes

5.1. The guest may change the dates of the booking once at no charge, if requested within the 100 % refund period of the applicable level and if the unit is available on the new dates.

5.2. If the price of the new dates is higher, the guest pays the difference before the change is confirmed. If it is lower, the difference is refunded.

5.3. After a change, cancellation deadlines are counted from the new arrival date.

5.4. A second change, or a change requested outside that period, is treated as a cancellation under this policy and a new booking. Shortening the stay before arrival within that period is treated as a date change; outside it, as a partial cancellation: the percentage of the level applies to the price difference.

6. No-show, late arrival and early departure

6.1. If the guest does not arrive on the scheduled day and gives no notice before 12:00 the following day, the booking is considered a no-show: there is no refund and the unit may be released for the remaining nights. If the guest gives notice within that time, the booking is kept for the remaining nights, without refund of the unused ones.

6.2. Nights not used because of arrival after the booked date are not refunded.

6.3. Early departure does not give the right to a refund of unused nights.

7. Cancellation or changes by ACE RENTALS PARAGUAY

7.1. If ACE RENTALS PARAGUAY cannot provide the booked unit, for example because of a serious fault, force majeure or an overlap with a booking from another platform, it will inform the guest as soon as it becomes aware and will offer, at the guest's choice, an alternative unit of similar or higher category at no extra cost, if available, or a full refund of the amount paid.

7.2. If during the stay the unit ceases to be habitable for reasons not attributable to the guest and the problem is not solved within a reasonable time, ACE RENTALS PARAGUAY will offer an alternative or a refund of the affected nights.

7.3. In these cases, the applicable refund is made without deduction of fees, without prejudice to any other rights the law grants the guest.

8. Refunds: method and timing

8.1. Refunds of the total amount paid are made, whenever the gateway allows it, through the same gateway and to the same payment method. According to the terms published by Pagopar, processing takes 24 to 48 business hours for e-wallets, collection points and transfers, and up to 10 business days for cards and QR code payments.

8.2. Reversal of a PIX payment can only be requested from the gateway on the day of payment, and processing takes up to 48 business hours. After that day, they are refunded by bank transfer.

8.3. Partial refunds, and full refunds that the gateway cannot process, are made by bank transfer from an account of ALPHA CAPITAL EMPRENDIMIENTOS S.A., owner of ACE RENTALS PARAGUAY, to an account in the name of the person who paid or, with that person's written consent, to the lead guest's account. If the account is abroad, ACE RENTALS PARAGUAY will agree the most suitable method with the lead guest.

8.4. In addition to the processing time of the gateway or transfer, the time it takes for the amount to appear depends on the guest's bank or card issuer.

8.5. Refunds are made for the corresponding amount in guaraníes. Exchange rate differences with respect to the USD reference, or those applied by the guest's bank, are not compensated.

9. Collection of surcharges after the stay

9.1. Surcharges for damage, missing items or extraordinary cleaning provided for in the Booking terms are notified to the lead guest before being charged, with their reason, amount and evidence.

9.2. They are collected by the available payment method: charged to the card used for the booking, only if the gateway allows it and the lead guest expressly authorised it when booking; or through a payment link or a bank transfer, within the period stated.

10. Payment disputes and chargebacks

10.1. If there is any doubt about a charge, the guest is asked to write first to reservas@acerentalspy.com, which will reply within the periods stated in the Booking terms.

10.2. If the lead guest disputes with their bank or issuer a payment for a booking that was provided in accordance with these terms, ACE RENTALS PARAGUAY will submit to the gateway, for forwarding to the issuing bank, the evidence of the transaction: acceptance of the terms with its date, time, version and truncated IP address, the emails sent and the record of check-in and of the stay.

11. Invoice

11.1. If the guest needs an invoice in the name of a specific person or company, this must be stated on the booking form with the RUC (Paraguayan tax ID) or document number and the corresponding company or personal name.

11.2. Bookings made on other platforms are invoiced as applicable to each platform.

Text subject to legal review before publication. The payment gateway's deadlines and conditions are subject to confirmation by Pagopar.