TERMS AND CONDITIONS

When purchasing any of our services, with any form of payment or type of currency, the client will accept the Terms and Conditions described below and agree that the information recorded in the purchase ticket is correct for the desired service.

As a result of fulfilling our services for Tourist Transportation in the Riviera Maya (trading as Tulum Airport Cab), we commit to refunding 100% of the payment for the return service to the client in the event that the service has not been fulfilled on time, in the right place and manner due to our responsibility according to what is established in the purchase ticket.

To verify the status of your service unit, any questions, comments, cancellations, confirmations, or clarifications about your transportation service, you can contact us from 7:00 AM to 11:00 PM at +52 (998) 387-0559 from Mexico and +1 (323) 307-2546 from USA or send an email to bookings@tulumairportcab.com

Due to heavy traffic, weather conditions and road accidents, whose responsibility is beyond our operation, "The Company" has a maximum waiting time for the unit to reach the customer of 40 minutes after the time agreed on the purchase ticket. After this waiting period, the customer may request a claim for non-compliance of the service.

The company is not responsible for refunds related to air transportation, lodging, food, entrance fees to tours, activities and/or archaeological sites, any other damage or interest.

The company has the option to omit reimbursements and instead offer open credits in case of weather conditions, natural disasters, pandemics, wars, total or partial road closures due to strikes, work stoppages or demonstrations, road blockages due to traffic accidents or natural disasters, port and airport closures, Once "the company" has provided the transportation service, it will be considered accepted and used by the client; therefore, this service will not be refundable for any reason.

The client whose name appears on the purchase ticket will be the only one authorized to present questions, clarifications, cancellations, or request a refund.

For any questions and/or clarifications and/or refund requests, the passenger must have and present the original purchase ticket at all times, which must be in good condition, without alterations, and with the folio perfectly legible.

In all our services, our units have the facility to wait for the client for a period not exceeding 30 minutes at the indicated location on their Ticket. After this waiting time, the unit will withdraw, leaving no right to any refund. Reporting the service as "No show".

For Hotel pickup service, the passenger must wait in the Hotel Lobby with their Check Out completed for the requested transportation at the confirmed time by the carrier.

For Home Pickup service, the client must confirm the exact address and GPS location of their service. They will have up to 24 hours before the scheduled Pick Up time to confirm the location, date, and time. If the service is not confirmed within that time frame, it will be considered a Type C canceled service without any responsibility for "the company".

If the "Pick Up service to be confirmed" option is selected when purchasing the service, the client will have up to 24 hours before the scheduled Pick Up time to confirm the location, date, and time. If the service is not confirmed within that time frame, it will be considered a Type C canceled service without any responsibility for "the company".

Cancellation types:

In situations of cancellation, the alternative of receiving an open-end credit for an indefinite period of time will always be offered.

In case of rejection of the open credit; partial or total cancellations will proceed as follows.

Type A: Cancellation more than 12 hours before the scheduled service as stated in the ticket will generate a charge of 15% of the value of the contracted service.

Type B: Cancellation 12 hours or less prior to scheduled service as stated on the ticket is non-refundable.

In case of applying a refund, the customer will receive his money in the same form in which the payment was made or apply an open credit.

All clarifications, claims or refund requests for purchases made in cash must be requested by phone. The clarification, claim or refund request will be evaluated before being confirmed or rejected and the resolution will be given via email or telephone.

All clarifications, claims or refund requests for purchases made with payment by card must be requested exclusively through the email bookings@tulumairportcab.com during business hours, Monday to Friday from 9am to 6pm. If sent outside of those hours, the request will be considered on the next business day. The clarification, claim or refund request will be evaluated before being confirmed or rejected and the resolution will be sent by the same means to the email from which it originated.

In order to request a refund of any form of payment, amount or destination, the customer must present their official identification.

In the case of a refund to a card, "the company" must receive an image of the official identification by mail to process it.

Any authorization for a refund to a card starts via email when the request is sent; thereafter, it is necessary for the customer to print, sign and scan the "Refund Authorization Letter" and the image of the customer's identification, with the return being effective via bank transfer from 2 weeks after the reception of the necessary documentation and information.

To request an invoice, the customer must send the necessary billing information via email and mention at the time of contracting our service that they want an invoice.

The customer must send the following information: Purchase ID (Located on the Ticket), Federal Taxpayer Registry key, full name of the Physical or Moral Person, place and date of issuance, total amount indicated on the Ticket, type of currency in which the payment was made, form of payment, billing address (city, state, country and postal code), contact phone number. Invoices will be sent within the next 3 business days to the same email it was requested from.

The company reserves the right to provide the service and/or make any type of refund when the passenger user is in an alcoholic state, altered due to the consumption of harmful substances, or shows moral and/or physical aggression towards any of our customers and/or collaborators and/or facilities and/or work tools.

The foregoing in accordance with Article 58, second paragraph, of the Federal Consumer Protection Law.