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TERMS AND CONDITIONS

Sales policies, terms and conditions.

Service Agreement Between Candelilla Anti-Restaurant and the Client (Hereinafter Referred to as "the Guest")

By confirming a reservation for any of our products available for purchase through our website www.candelilla16.mx or any other contact method, for any duration and under any reservation scheme, the guest automatically agrees to each and every term and condition outlined below.

ABOUT RESERVATIONS

  1. The only way to confirm a reservation with Candelilla Anti-Restaurant is through our online booking platform: www.candelilla16.mx/reservas.

  2. A reservation is only considered confirmed once a 50% deposit of the total booking fee or the full 100% payment has been reflected in our bank accounts. The guest must pay 100% of the reservation at least 2 days before the event date. Guests who have not paid in full will not be allowed to enter the experience, and the deposit will not be refunded.

  3. When requesting a reservation, the guest must complete the purchase process by providing the following details:

    • Full name

    • Email address

    • WhatsApp number

    • Full names of all attendees

    • Food allergies and dietary restrictions of all attendees

    • Alcohol consumption preference (number of drinkers/non-drinkers)

    • Any celebrations (and how many)

All collected data is used solely for reservation processing in accordance with our privacy policy. WhatsApp will be used to send reservation details and event-day information. After the event, it may also be used for promotional updates. Guests who wish to opt out can message "NO RECIBIR" to be removed from the mailing list.

  1. Payment Methods for Reservations:

    • Bank cards (via our online platform; immediate confirmation).

    • Bank transfer (details provided upon selection; must be completed within 24 hours).

    If the transfer is not received within 24 hours, the reservation will be canceled.

    No reservations are accepted outside our website. For exceptions, contact WhatsApp: +525580401681. However, CANDELILLA reserves the right to deny refunds or date changes.

DATE CHANGES, CANCELLATIONS, AND ATTENDEE SUBSTITUTIONS

  1. Confirmed reservations (paid at least 50%) may request a date change by submitting a rescheduling form at least 20 days before the event. Rescheduling is only permitted within the same event season. NO REFUNDS.

  2. Attendees may be substituted up to 1 day before the event. If changes are made less than 4 days prior, new attendees will receive standard meals without dietary adjustments.

  3. Reservations made within 20 days of the event cannot be rescheduled, canceled, or refunded. Only attendee substitutions are allowed.

  4. For life-threatening emergencies, contact WhatsApp: +525580401681. CANDELILLA reserves the right to make exceptions.

  5. Guests who do not attend may request their meals to-go by notifying staff upon arrival.

MENU, ALLERGIES, AND RESTRICTIONS

  1. CANDELILLA’s menus are SURPRISE (revealed only after the experience). Allergies and restrictions must be declared in advance.

  2. Unreported allergies will default to no restrictions.

  3. While we accommodate allergies, we cannot guarantee 100% allergen-free meals.

  4. We cannot accommodate:

    • Strict Kosher (lack of Kosher-certified utensils/ingredients)

    • 100% Vegan (some broths contain trace animal products)

    • Capsaicin allergy / zero-chile requests (Mexican cuisine relies on chile for flavor, though dishes are not spicy)

    • Corn allergy (corn is a staple of Mexican cuisine)

    • Halal (we cannot verify Islamic slaughter methods)

    • Keto or extreme diets (our historical recipes prioritize authenticity over strict dietary regimes)

    For special cases, contact WhatsApp: +525580401681.

  5. Alcohol preferences must be declared. Prices do not vary for non-alcoholic pairings (equal effort is made in crafting alternatives).

  6. Experiences include at least 6 courses—guests are advised to eat lightly beforehand.

  7. The last 2 courses may be taken to-go if uneaten. Drinks cannot be packaged.

  8. Full names of all guests are required for security (the venue is a historical site under surveillance).

  9. Celebrations (e.g., birthdays) are acknowledged with a commemorative gift (no cakes provided).

CODE OF CONDUCT

  1. Guests must adhere to all rules without exception.

  2. Access is restricted to designated areas (main hall, restrooms, elevator). Trespassing will result in immediate removal without refund.

  3. Arrival window: 20 minutes before to 40 minutes after start time. Latecomers forfeit participation (no refunds).

  4. Check-in includes coat check and a welcome brochure. Personal belongings must not obstruct the venue.

  5. CANDELILLA is not liable for lost valuables—avoid bringing high-value items.

  6. Unreported allergies/medical conditions are the guest’s responsibility.

  7. Not recommended for:

    • Sound-sensitive individuals (experiences include audio elements).

    • Children under 12 (ages 13–17 must be accompanied).

    • Mobility-impaired guests (limited accessibility in the historic building).

  8. Prohibited:

    • Outside food/drinks.

    • Weapons, intoxication, or drug use.

    • Unauthorized photography/videography (videos limited to 1 minute).

    • Smoking indoors (exit to Tacuba Street; no waiting for smokers).

  9. Disruptive behavior (e.g., damaging property, ignoring staff) may lead to legal action and expulsion without refund.

SAFETY PROTOCOLS

  • Medical emergencies: Staff will call 911 and listed contacts. First aid is provided only upon explicit request (no liability for outcomes).

  • Natural disasters/evacuations: Guests must follow staff instructions. Panic or non-compliance voids CANDELILLA’s liability.

  • Violent threats: Guests must obey security protocols. CANDELILLA is not liable for injuries during crises.

PRIVATE EVENTS

  • Minimum 15 guests (smaller groups pay for 15).

  • Max duration: 5.5 hours (must conclude by 12:00 AM).

  • Full payment required upfront (no exceptions).

  • No external vendors (food, entertainment, etc.).

  • Decorations/modifications forbidden (historic site protections apply).

  • Music must end by 10:00 PM (max 75 dB).

By booking, guests accept all terms. CANDELILLA reserves the right to refuse entry or pursue legal action for violations.

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