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Welcome to Tulum Transport Company. To ensure the highest quality of service for your private transportation in Tulum and Cancun, please review our official policies regarding bookings, cancellations, and passenger conduct.
Providing a seamless Tulum airport transfer begins with a secure reservation. We offer two ways to book:
Online Reservations: Our website uses a 100% secure payment gateway. Once your booking is complete, an official service voucher and payment receipt will be sent automatically to your email.
Manual Reservations: For customized private services, we require 100% payment in advance. We will provide a secure payment link (via Stripe or PayPal). Your reservation is confirmed once the payment is processed.
Data Accuracy: Passengers are responsible for verifying flight numbers, dates, and pickup times. Tulum Transport Company is not liable for delays caused by incorrect information provided during the booking process.
We understand that travel plans can change. Our policy regarding refunds for transportation in the Riviera Maya is as follows:
Cancellations > 24 Hours: Eligible for a refund, minus a non-refundable 5% processing fee charged by payment platforms (Stripe/PayPal).
Cancellations < 24 Hours & No-Shows: Cancellations made within 24 hours of the scheduled service, or failure to meet the driver, are non-refundable and will be charged at 100%.
Flight Delays & Changes: To avoid "No-Show" charges for missed or canceled flights, please notify us at least 24 hours in advance.
Rescheduling: You may reschedule your service within the 24-hour window at no extra cost, subject to vehicle availability.
To guarantee a stress-free shuttle from Tulum Airport or Cancun Airport, we implement the following wait-time protocols:
Airport Arrivals
Flight Monitoring: We track your flight in real-time.
Waiting Window: The driver will wait for 60 minutes after your actual landing time to allow for baggage claim and customs.
No-Show Policy: If no contact is made after 61 minutes, the vehicle will depart and the service will be marked as a No-Show.
Hotel & Airbnb Pickups
Tolerance: For departures and local transfers, drivers have a 15-minute grace period.
Departure Planning: We recommend booking pickups 3 hours prior for Tulum Airport and 4 hours prior for Cancun Airport to ensure timely arrival.
To maintain our standard of excellence, the following rules apply to all Tulum private transfers:
Right of Admission: We reserve the right to refuse service to passengers showing aggressive behavior or extreme intoxication.
Prohibited Substances: Smoking and the use of illegal substances are strictly prohibited inside all vehicles.
Sanitation Fee: A $50.00 USD cleaning fee applies for incidents involving smoking, vomiting, or significant spills.
Damage: Any physical damage to the vehicle's interior or technology will be billed at the full repair cost.
Pets: Allowed only with prior notice and must remain in a secure travel container/crate.
Insurance: All units carry Civil Liability Insurance as required by Mexican Federal Law.
Force Majeure: We are not responsible for delays caused by external factors such as heavy traffic, road blockades, or extreme weather events.
Lost & Found: While we are not liable for items left in vehicles, we will make every effort to return lost belongings reported to us immediately.
Data Privacy: Your personal information and flight details are used exclusively for managing your transfer and will never be shared with third parties.
Important Note: Please reconfirm your flight details via message at least 24 hours before your service to ensure a perfect pickup.