Cenote

Personal Information

• All prices are in US dollars.
• All of your transfers will be accompanied by an English-speaking driver.
• The passengers are required to provide correct information such as names, ID proof, mobile number, email, etc. Any communication failure resulting due to incorrect information will be deemed to be the fault of the client.
• Selected tours/ transfers/ products require full payment at the time of booking. You can make payment with a debit/ credit cards through a secure online payment system.
• We provide a written confirmation via email regarding the balance due for each portion of the service provided.
• In case of any transfers/ tours, you need to specify in advance the number of any extra stops with additional cost. The extra stops must be specified on your voucher.
• In almost 99% cases, we are able to provide you the front-facing car seats for children up to 40 lbs at no charge, though we do not guarantee it.
• In case you have extra passengers present with you than the number mentioned on your voucher, we reserve the right to refuse the excess number of passengers. As per the Federal Transportation Law and Insurance, any number exceeding the specified number can be denied the service.
• All of our vehicles are insured, smoke-free and perfectly safe in perfect condition.

Changes and Cancellations

• Any request for change or cancellation in your booking must be made before 6 p.m. prior to the day before the service day in order to claim a full refund of the payment you have made..
• You can cancel your bookings 48 hours before the service date. Cancellations can be done via e-mail, live chat or Whatsapp. You can also contact us on 833-533-5893 or 641-352-7476 in case of a cancellation within 24 hours or less.
• You can also call our customer service representatives for any last-minute change in your bookings.
• We have a staff of people who understand English. You are required to talk to our customer service representatives personally. Any conversation made via a hotel travel agent or concierge will not be taken under consideration.
• You get a cancellation number in case of an eligible cancellation. You need to keep this cancellation number with you until you have received your refund. Usually, we grant a refund within 48 hours, In case of “no-show”, there will be no refund.
• You can find our contact details on your confirmation vouchers. You can contact our customer service representatives, in case you require any changes. A new confirmation voucher will be sent to you via email after making the required changes.
• We track your arrival flights in order to avoid any inconvenience. It is the clients’ responsibility to keep Speedy Shuttle Cancun informed about any changes or cancellations of flights.
• Every detail printed on the confirmation voucher implies that you have read it. You are required to check your information carefully and verify that the data printed is correct. Speedy Shuttle Cancun will not be responsible for any problem caused due to failure of reading the information.
• We are very flexible when it comes to flights. Our customer service department will assess the reasons for changes or cancellations due to circumstances which are out of your control.
• We offer a transfer guarantee for up to 4 hours. Within 4 hours, we reserve the right to cancel the scheduled transfer and re-schedule another transfer in case of a delayed flight. We will not wait for more than 4 hours.
• We will not wait for more than 15 minutes before calling it a no-show in case of transfer guaranteed waiting time departures and hotel-to-hotel transfers.
• You can change the return pickup time in case of private transfers. It is your responsibility to ensure that you are not trapped in a tight schedule after the changes made.

Responsibilities

• You must carry a hard copy of your confirmation voucher.
• You are responsible for all the luggage, fragile or valuable goods, and personal belongings. All the valuable goods like electronic devices, purse, wallet, jewelry, medication, etc, are kept in your luggage or handbag and are not placed in a storage place. It is your responsibility to ensure that you do not leave anything in the vehicle.
• We are proud to have a well-trained and well-behaved staff. We reserve the right to decline any service to the clients who are under the influence of alcohol and drugs, which insult our staff or show abusive behavior.
• Smoking and alcohol intake is strictly prohibited.
• Pets are allowed to travel but a kennel is a must. However, this rule does not apply to the service dogs.
• We aim to provide an enjoyable, comfortable and seamless transfer to our clients. But in case of certain circumstances which are beyond our control, we cannot be held responsible. These circumstances are-
  1. Vehicle breakdown
  2. Accident
  3. Severe weather conditions
  4. Traffic delays
  5. Problems from other customers, etc.
• Our staff will handle these circumstances in a professional manner.
• All our vehicles are insured. In case, you are involved in an accident being onboard on an Speedy Shuttle Cancun vehicle, you are required to comply with the insurance company’s policies and properly report the accident. Leaving the scene or running away will do you no good but not following the company’s insurance policy will auto