Cancellation & Refund Policy

1. Acceptance of Service Policies and Conditions:

Acceptance when booking and paying: By completing a reservation, making a full or partial payment, or confirming a service with Transfers Plus, the customer declares that they have had access to our cancellation, refund, no-show, waiting time and operating policies and accepts the conditions applicable to the reservation.
Responsibility to read: It is the customer’s responsibility to review these policies before completing payment. Failure to read the policies does not remove or modify the conditions accepted when the reservation is made.
Application of policies: The policies published and in effect at the time the reservation is made will be used as the reference for the operation, cancellation, modification or refund of the service.

2. Responsibility for Reservation Information:

Information verification: It is the customer’s responsibility to verify that all information provided is correct, including passenger name, email address, phone number, country code, service date, time, airport, hotel or accommodation, flight number and type of service booked.
Incorrect or incomplete information: Transfers Plus will not be responsible for delays, inability to establish contact, coordination errors or loss of service caused by incorrect, incomplete or outdated information provided by the customer.
Incorrect flight number: If the customer provides an incorrect flight number, airport, date or time and our team is therefore unable to properly coordinate the arrival, the service may be considered a NO SHOW and no refund will apply.
Incorrect phone number or email: If the customer provides an incorrect phone number, WhatsApp number or email address that prevents communication before or during the service, the consequences resulting from such information will be the customer’s responsibility.
Correction of errors: Any error detected in the reservation must be reported to our team immediately so that we can attempt to correct it before the service. Any modification will be subject to availability and operating conditions.

3. WhatsApp, Email and Passenger Communication:

WhatsApp is the main operational communication channel: The passenger must have an active WhatsApp account, access to mobile data or Wi-Fi and sufficient battery during both arrival and departure. This channel is used to coordinate the passenger with our Customer Service team, Operations team and assigned driver.
Airport coordination: Transfers Plus does not necessarily keep a driver or staff member waiting permanently inside the terminal. Driver entry and coordination are arranged according to the passenger’s updates regarding immigration, customs and baggage claim.
Pre-service confirmation: Our team normally attempts to contact the passenger one day before the service to confirm information and arrival or departure instructions.
When WhatsApp is unavailable: If the passenger cannot be contacted through WhatsApp, our team may send information to the email address registered in the reservation. The passenger is responsible for checking the inbox, spam folder and any communication related to the service.
Instructions provided: It is the passenger’s responsibility to read and follow the arrival, meeting point, communication and departure instructions provided by Transfers Plus.

4. Airport Arrivals, Waiting Time and No-Show:

Communication after landing: The passenger must remain in contact through WhatsApp from the time of arrival and keep our team informed of progress through immigration, baggage claim and customs.
No communication = No Show after 60 minutes: If 60 minutes pass from the scheduled time or flight landing time and we receive no communication from the passenger through WhatsApp or another available channel, the service may be considered a NO SHOW due to lack of communication. In such case, the service will be lost and will not be refundable.
Maximum waiting time for external delays: 1 hour and 30 minutes: We understand that delays may occur due to immigration, baggage claim, customs or airline procedures. However, these circumstances are outside our control. The maximum waiting time will be 1 hour and 30 minutes from the flight landing time.
After 1 hour and 30 minutes: If the passenger is still not ready to board after this period, the service will be considered lost and will not be refundable.
Service reactivation: Once the maximum waiting time has expired, Transfers Plus may attempt to reactivate the service only if availability exists. Reactivation will carry an additional charge equal to 50% of the current total service price and will depend on operator availability.

5. Departures from Hotel, Resort, Airbnb or Pick-Up Point:

Passenger ready at the scheduled time: For services to the airport, the passenger must be completely ready with luggage at the agreed pick-up point at the confirmed time.
Maximum waiting time: 15 minutes: The driver may wait a maximum of 15 minutes after the scheduled time. Once this period has passed, the driver may leave in order to continue with other assigned services.
Departure No Show: If the passenger is not ready, does not appear or does not respond during the waiting period, the service will be considered a NO SHOW and will not be refundable.
Support service after a No Show: If the passenger requests transportation again after missing the departure service, Transfers Plus may attempt to locate a support operator or vehicle. This new service will be subject to availability and may generate an additional charge.
We cannot delay other services: Our drivers operate according to a previously established schedule. For this reason, we cannot guarantee additional waiting time that may affect later services for other passengers.

6. Departure Time Confirmation:

Confirmation attempt: Transfers Plus attempts to confirm in advance the departure time registered for services to the airport.
Response deadline: If the passenger does not respond to our confirmation request before 4:00 p.m. Cancun local time on the day before the service, the time originally registered in the reservation will remain valid.
No response does not change the schedule: Failure to respond to our messages does not automatically cancel, modify or delay the pick-up time.
Passenger responsibility: If the passenger is not present at the time that remains registered in the reservation, the 15-minute waiting policy will apply and the service may then be considered a NO SHOW without right to refund.

7. Cancellation Policy:

Cancellations made 7 or more days in advance: The customer may cancel the service and request a 100% refund.
Cancellations made 4 to 6 days in advance: The customer may receive an 80% refund of the applicable amount.
Cancellations made 3 days in advance: The customer may receive a 60% refund.
Cancellations made 2 days in advance: The customer may receive a 50% refund.
Cancellations made 1 day in advance: Due to the scheduled nature of our services, the customer may receive a 40% refund.
Same-day cancellations: Cancellations made on the same day as the service or after operations related to the transfer have begun will not be refundable, unless the inability to provide the service is directly attributable to Transfers Plus.

8. Last-Minute Schedule, Flight or Service Changes:

Changes within the final 12 hours: Any modification requested within 12 hours before the service will be subject to operational availability.
Last-minute change fees: If we are able to accommodate a change requested within the final 12 hours, an additional charge of 25% of the normal rate may apply due to the required logistical and operational adjustments.
No refund for changes that cannot be accommodated: If no availability exists to accommodate the requested modification within the final 12 hours and the passenger decides not to use the service originally booked, no refund will apply for that reason.
Flight changes: Flight monitoring does not replace the passenger’s obligation to notify us of any flight, airport, date or itinerary change of which the passenger is aware.

9. Round-Trip Reservations and Service Segments:

Two segments within one reservation: A round-trip reservation includes an arrival and a departure. Each segment is operated independently even though both are part of the same reservation.
If Transfers Plus does not provide one segment: When a segment cannot be provided due to a cause directly attributable to Transfers Plus, only the amount corresponding to the affected segment will be refunded according to the rate applicable to the reservation.
The other segment remains active: Failure to provide an arrival does not automatically cancel the departure, and failure to provide a departure does not retroactively change an arrival service that was successfully completed.
Cancellation of the remaining segment: If, after an incident, the customer no longer wishes to use the second segment, the customer must expressly notify Transfers Plus of the cancellation. Being dissatisfied does not by itself constitute an automatic cancellation.
No Show for the remaining segment: If the customer does not cancel the remaining service, Transfers Plus will continue with the scheduled operation. If the driver arrives and the passenger does not use the service or respond, that segment will be considered a NO SHOW and will not be refundable.

10. Services Not Provided Due to a Cause Attributable to Transfers Plus:

Responsibility for the service: If Transfers Plus is unable to provide a confirmed service due to a cause directly attributable to our operation, the customer will be entitled to the refund corresponding to the service or segment that was not provided.
Partially fulfilled services: When a reservation includes more than one transfer, only the affected portion will be considered for refund. Services that were properly provided will retain their value and will not be refundable.
Continuation of later services: An issue occurring during an earlier service does not automatically cancel later services included in the reservation.

11. Refund Policy and Processing:

Refund based on the reason: The amount of the refund will depend on the cancellation policy, the affected segment and the specific circumstances of the reservation.
Refund method: Whenever possible, refunds will be processed using the same payment method used for the original payment.
Bank processing time: Once a refund has been processed by Transfers Plus, the time required for the funds to appear in the customer’s account may depend on the bank, card issuer or payment platform used.
No Show: Services considered a NO SHOW under these policies do not qualify for a refund.

12. Voluntary Abandonment of the Service or Use of Another Provider:

Voluntary choice of other transportation: If Transfers Plus is available to provide the service according to the reservation and the passenger chooses to use a taxi, Uber, hotel transportation, another company or any other alternative by personal choice, that decision does not automatically create a right to a refund.
Mandatory communication: If there is any difficulty locating the driver or meeting point, the passenger must contact our team before leaving the airport or hiring another transportation service.

13. Pay on Arrival Policy:

1. Reservation Confirmation with Partial Payment

Customers selecting the "Pay on Arrival" option must make a 30% advance payment to confirm the reservation. This amount secures the operation and covers expenses related to preparing the service.

2. Outstanding Balance

The remaining 70% must be paid according to the reservation instructions when the service is provided. Available payment methods will depend on what was previously agreed.

3. Non-Refundable Advance Payment

The 30% advance payment used to confirm a reservation under this option will not be refundable when the cancellation is initiated by the customer, there is a NO SHOW, the passenger is not present at the agreed location, or the customer decides to use another provider while Transfers Plus is available to provide the service.

4. Failure to Pay the Balance

If the passenger refuses to pay the outstanding balance according to the conditions of the reservation, Transfers Plus may decline to provide the service and may reassign the vehicle and driver.

5. Customer Responsibility

By selecting this payment option, the customer acknowledges the obligation to pay the applicable balance and to be available at the established location and time.

*This payment option is intended to reserve operational resources for the passenger and reduce last-minute cancellations or absences.

14. External Circumstances and Situations Beyond Our Control:

External circumstances: Severe weather conditions, accidents blocking roads, airport closures, government or authority orders, demonstrations, emergencies, natural disasters or other extraordinary circumstances may affect operations.
Attempt to resolve: When these situations occur, Transfers Plus will make reasonable efforts to reschedule, adjust or find an operational alternative according to the circumstances.
Each case will be evaluated: Solutions, rescheduling or refunds related to extraordinary circumstances will be reviewed according to the specific circumstances and the service actually provided.

15. Official Channels for Changes, Cancellations and Coordination:

Official requests: Requests for changes, cancellations or clarification must be submitted through the official Transfers Plus communication channels.
Messages to the driver: Informing only the driver about a cancellation, schedule modification or route change does not guarantee that the modification has been registered. Changes must be confirmed by our Customer Service or Operations team.
Keep your communications: We recommend keeping messages, emails and confirmations related to the reservation until all services have been completed.