1Cancellations by the Customer
- •All cancellation requests must be submitted at least 24 hours before the scheduled pickup time.
- •Cancellations made with at least 24 hours' notice are eligible for a refund, minus a 15% transaction processing fee.
- •Cancellations made with less than 24 hours' notice will be charged 100% of the booking amount with no refund.
- •Ferry tickets are non-refundable once purchased.
2Cancellations by CancunBookings
- •CancunBookings reserves the right to cancel a booking with a minimum of 24 hours' notice due to circumstances beyond our control, including but not limited to severe weather, vehicle mechanical issues, road blockages, or civil unrest.
- •In such cases, the customer will receive a full refund of the amount paid.
3Flight Delays & Unforeseen Circumstances
- •CancunBookings monitors all flights in real time and will adjust pickup times accordingly at no extra charge.
- •CancunBookings is not liable for delays caused by circumstances beyond its control, including traffic, weather events, road closures, or government-mandated restrictions.
- •No refunds will be issued for delays caused by such circumstances.
4Liability
- •CancunBookings accepts responsibility for luggage damage that occurs during the transfer service.
- •CancunBookings is not liable for damage to, or loss of, items left in the vehicle after the service has concluded. Customers are responsible for removing all personal belongings upon arrival.
- •In the event of a lost item, customers may contact us and we will make reasonable efforts to locate and return it.
5Passenger Conduct
- •Passengers are expected to behave respectfully toward drivers and other passengers at all times.
- •CancunBookings reserves the right to terminate a service without refund if a passenger engages in abusive, threatening, or inappropriate behavior.
- •Consumption of alcohol or illegal substances inside the vehicle is strictly prohibited.
6Service Animals
- •Certified service animals are permitted in all vehicles with prior notice at the time of booking.
- •Service animals must remain on the floor beside the passenger for the duration of the journey.
7Pet Policy
- •Domestic pets are permitted only when transported in a rigid, enclosed carrier.
- •Carriers must be placed in the rear cargo area with luggage.
- •Pets must remain inside their carriers for the entire duration of the journey.
- •Prior notice at time of booking is required.
8Cleaning Fees
- •An additional cleaning fee of $65 USD may be charged if the vehicle requires extraordinary cleaning after the service, including but not limited to spills, vomit, pet hair, odors, or waste.
- •The customer will be notified and charged accordingly.
9No-Show Policy
- •If a passenger is not present at the agreed pickup location within the waiting period, the booking will be classified as a no-show.
- •No-shows are charged 100% of the booking amount with no refund or rescheduling.
- •Please call or WhatsApp us immediately if you are having difficulty locating your driver.
10Driver Waiting Time
- •For airport pickups, your driver will monitor your flight and will be waiting upon your arrival.
- •For all other pickups, the driver will wait a maximum of 15 minutes from the scheduled pickup time.
- •After 15 minutes without contact from the customer, the booking may be classified as a no-show and the driver may leave.
- •If you require an extended wait time, please notify us at least 24 hours in advance.
11Pricing
- •All prices are displayed in USD prior to booking confirmation.
- •Rates are subject to change without prior notice. The price confirmed at the time of booking is guaranteed.
- •CancunBookings reserves the right to adjust pricing for seasonal demand, fuel surcharges, or other factors.
12Governing Law
- •These Terms and Conditions are governed by the laws of the State of Quintana Roo, Mexico.
- •Any dispute arising from the use of our services shall be subject to the exclusive jurisdiction of the competent courts of Cancún, Quintana Roo, Mexico.
- •By completing a booking with CancunBookings, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
Questions about our policies?
Contact us at bookings@cancunbookings.com or call 1 (800) 905-5513.