Booking & Service Terms
These Terms describe the booking, payment, cancellation, refund and operating conditions that apply to private transportation services arranged directly with Tulum Transport Company.
Last updated: August 24, 2026
Please review these Terms before completing a reservation.
These Terms apply to private transportation services arranged directly with Tulum Transport Company (“TTC,” “we,” “us” or “our”) through TTC’s website, online booking page or Customer Service channels.
Tulum Transport Company is the commercial name used by Gestoría Turística de México, S.A. de C.V. for the services covered by these Terms.
“Passenger” or “customer” means the person who makes the reservation and any travelers included in the confirmed service. The person completing the reservation is responsible for providing these Terms and the relevant service information to the other passengers.
“Scheduled pickup time” means the date and time shown in the confirmed reservation. “Service segment” means an individual arrival, departure, interhotel or other confirmed transfer. Each segment of a round-trip reservation may be reviewed separately when a change or cancellation is requested.
A request, quotation or payment attempt does not change a confirmed reservation unless TTC confirms the updated details in writing.
Specific written conditions included in a confirmed reservation may supplement these Terms. Nothing in these Terms limits any consumer right that cannot legally be limited or waived.
A reservation is considered confirmed when the required payment has been completed and TTC’s booking system or Customer Service issues a confirmation identifying the applicable service.
The customer should review the following details in the confirmation:
The customer must report an error or missing detail as soon as it is identified. A requested change is not confirmed until TTC accepts it in writing.
Same-day and within-24-hour requests depend on route, vehicle and operational availability. Submission or payment of a request does not by itself guarantee that an unconfirmed service can be operated.
TTC transfer rates are presented per private vehicle for the selected airport, route and vehicle category, not per passenger.
The amount payable for a reservation is the total displayed and accepted through the booking process or confirmed in writing before payment. Any applicable charge that the customer must pay must be displayed or confirmed before it is accepted.
Payments may be processed through an external payment provider. The provider may apply its own security, processing and refund procedures. Customers must not send full card numbers, CVV codes, passwords or other sensitive payment credentials through WhatsApp or email.
After payment, the customer should retain the booking confirmation and payment receipt.
The passenger is responsible for:
If incorrect or incomplete information affects the route, vehicle category or operating schedule, Customer Service may request corrected details and propose an updated arrangement. Any material change or additional charge must be communicated and accepted before the changed service is confirmed.
TTC may monitor the original arrival flight listed in the confirmed reservation for operational coordination. Monitoring an original flight delay does not automatically identify a cancelled flight, a new booking, a different flight number, a different airport or a different travel date.
The passenger must directly report a flight cancellation, missed flight, rebooking, airport change, flight-number change or date change.
For confirmed airport arrivals, the standard waiting period is up to 60 minutes after the recorded landing time of the confirmed flight, unless a different arrangement is confirmed in writing.
Pickup instructions depend on the airport, terminal and current operating procedures. The passenger must follow the instructions provided with the reservation and remain reachable.
Passengers must be ready at the confirmed pickup location at the scheduled pickup time. The standard departure waiting period is up to 15 minutes after that time.
Airport departure pickup times cannot be changed on the same day. A change requested before the day of service remains subject to route, vehicle and schedule availability and is not confirmed until accepted in writing.
Failure to appear or remain reachable during the applicable waiting period may result in the service being classified as a no-show.
TTC operates the following vehicle categories:
Passenger capacities are category guidelines. The suitable category also depends on luggage, child seats, mobility items and other reservation details.
Standard luggage guidance is one checked suitcase and one backpack or personal item per passenger, subject to the usable space of the confirmed vehicle category.
Strollers, wheelchairs, sports equipment, oversized suitcases and additional items must be reported before confirmation. Customer Service may recommend a larger category when the declared passengers or items exceed the practical capacity of the selected category.
Child-seat and booster requests are subject to availability and may reduce usable passenger or luggage capacity.
Vehicle photographs represent operating categories. The assigned brand, model or color may vary according to operational availability. TTC may make an operational vehicle substitution within the confirmed category or an appropriate equivalent.
Change requests must be submitted to Customer Service and are subject to route, vehicle and schedule availability. A request is not accepted until TTC confirms the revised service in writing.
A change of date, airport, route, destination, pickup time, passenger count or vehicle category may affect availability and the amount payable. Any revised amount must be communicated and accepted before confirmation.
A cancellation request must be received by TTC at least 24 hours before the scheduled pickup time. The deadline is measured from the confirmed pickup time, not from the flight departure time.
Cancellation requests received less than 24 hours before the scheduled pickup time are not eligible for a refund.
A confirmed service may be treated as a no-show when the passenger does not appear for the scheduled pickup or does not provide the required cancellation notice. A missed or cancelled flight that is not reported to TTC at least 24 hours before the scheduled service is also treated as a no-show. No-show services are charged at 100% and are not eligible for a refund.
When only one segment of a round-trip reservation is affected, the cancellation request must identify the exact arrival, departure or other service segment to be reviewed.
The customer must send the cancellation request in writing, including:
Submit the request in writing through one of the following channels:
Customer Service will review the time the request was received and confirm whether the affected service qualifies for a refund or travel credit.
When a cancellation qualifies for a refund, it is processed through the same payment method used for the reservation.
External payment platforms may retain a non-refundable processing fee, currently approximately 5%. The exact amount and the time required for the refund to appear depend on the payment provider and the customer’s bank.
When applicable, TTC may offer a travel credit instead of a refund. The credit is valid for 12 months from the original service date. Use of the credit remains subject to route, vehicle and schedule availability.
A future reservation may require review if the airport, route, passenger count, vehicle category or applicable rate differs from the original service.
If TTC cancels a confirmed service for reasons within its control and no acceptable alternative is agreed in writing, TTC will process a refund for the amount paid for the affected service. The customer cancellation and no-show charges do not apply to a TTC-initiated cancellation.
Nothing in this section limits any remedy or consumer right that cannot legally be excluded or restricted.
Transportation may be affected by traffic, road closures, accidents, weather, airport restrictions, government or authority instructions, demonstrations, mechanical events or other circumstances outside the reasonable control of TTC.
TTC will use reasonable operational efforts to communicate material changes and provide the confirmed service or an appropriate operational alternative when possible. Pickup, arrival and travel times may change when external conditions affect the route.
These provisions do not release TTC from responsibilities that cannot legally be excluded or transferred to the customer.
TTC may use the contact information provided with the reservation for operational messages, confirmation, clarification, pickup coordination and service-related follow-up.
TTC’s website may connect to third-party payment, mapping, messaging or review platforms. Those platforms operate under their own terms and privacy practices. TTC does not request sensitive payment credentials through WhatsApp or email.
Review TTC’s Privacy Policy.
These Terms are intended to operate in accordance with the applicable laws of Mexico. Nothing in these Terms excludes, restricts or waives any consumer right or provider responsibility that cannot legally be excluded, restricted or waived.
Nothing in these Terms requires a consumer to waive protection available under applicable Mexican consumer law or to submit exclusively to a foreign court.
Tulum Transport Company
Tulum, Quintana Roo, Mexico
Customer Service: 9:00 AM–7:00 PM local time
WhatsApp: +52 1 984 145 9854
Effective date: August 24, 2026.
TTC may update these Terms for future reservations when operating procedures, services or applicable requirements change. The conditions applicable to an existing confirmed reservation are the version made available or accepted in connection with that reservation, together with any specific written conditions confirmed for that service.