Terms and Conditions

1. Acceptance of Terms and Conditions

1.1 Definitions

• Client: Any individual or legal entity that contracts TQO's tourist transportation services.
• Service: Private ground tourist transportation between Cancún International Airport and destinations in the Riviera Maya; private ground tourist transportation between Tulum International Airport and destinations in the Riviera Maya; or private ground tourist transportation between destinations in the Yucatán Peninsula.
• Reservation: A service request confirmed by TQO via confirmation number.
• Voucher: Electronic proof confirming the contracted service.
• Carrier: Professional driver designated by TQO to provide the service.
• High Season: December 15 to January 10, Holy Week (per liturgical calendar), and Spring Break weeks (March–April).
• Force Majeure: Events beyond the reasonable control of either party, pursuant to Article 2111 of the Federal Civil Code.

1.2 Acceptance

By making a reservation or using TQO's services, the Client confirms having read, understood, and agreed to these T&C, as well as the Privacy Notice available at www.tqotransportation.com. This document constitutes an adhesion contract pursuant to the Federal Consumer Protection Law.

2. Description of Services

2.1 Included Services

• Private ground transportation in air-conditioned vehicles
• Uniformed and trained professional driver
• Real-time flight monitoring for airport-to-hotel transfers
• Courtesy wait time: 60 minutes for domestic arrivals, 90 minutes for international
• Third-Party Civil Liability Insurance
• Vehicle Occupant Civil Liability Insurance
• One complimentary child seat (subject to availability and advance booking)
• Complimentary bottled water
• Basic roadside assistance

2.2 Services Not Included

• Gratuities (suggested but optional)
• Additional food and beverages
• Tourist guide services
• Admission to parks, archaeological sites, or attractions
• Additional child seats (available at extra cost)
• Additional stops outside the confirmed itinerary
• Luggage loading/unloading services to upper floors

2.3 Geographic Coverage

Our services cover Cancún International Airport, Tulum International Airport, and destinations in the Riviera Maya, including: Costa Mujeres, Playa Mujeres, Puerto Juárez, Cancún, Bahía Petempich, Puerto Morelos, Playa Paraíso, Playa del Carmen, Puerto Aventuras, Akumal, Thanka, Tulum Centro, Tulum Hotel Zone, Chiquilá Pier, Chichén Itzá, and Mérida. For destinations outside these areas, please inquire about availability and rates.

3. Reservations and Confirmation

3.1 Reservation Process

Reservations may be made through our website (www.tqotransportation.com), WhatsApp, email, phone, or partner platforms (GetYourGuide, Viator, among others). A reservation is considered confirmed when the Client receives a written confirmation number.

3.2 Required Information

• Full name of the primary passenger
• Contact number (WhatsApp preferred)
• Email address
• Date and time of service
• Flight numbers (for airport transfers)
• Exact pickup and drop-off address
• Number of passengers
• Quantity and type of luggage
• Special requirements (child seats, accessibility needs, etc.)

3.3 Service Confirmation

Once the reservation is confirmed, the Client will receive an electronic voucher that must be presented to the carrier at the time of service. The voucher contains the confirmation number, service details, and emergency contact information.

4. Pricing and Payment Methods

4.1 Currencies and Rates

All rates are quoted in US Dollars (USD) or Mexican Pesos (MXN) as indicated at the time of quotation. Rates are per vehicle, not per person, and vary depending on route, number of passengers, vehicle type, and season.

4.2 Accepted Payment Methods

• Credit card (Visa, MasterCard, American Express)
• Bank transfer (payment confirmation required before service)
• Cash (to the carrier, with prepaid voucher)

4.3 Prepayment

Full payment for the service is required at the time of booking.

4.4 Invoicing

TQO issues tax invoices (CFDI) in accordance with Mexican tax law. To request an invoice, the Client must provide their Tax Compliance Certificate and complete tax details within the month the service was rendered.

4.5 Price Changes

Quoted rates are valid for 7 days from the date of quotation. After this period, rates are subject to availability and may vary. Confirmed and paid reservations maintain their guaranteed rate regardless of subsequent changes to published prices.

5. Cancellation and Refund Policy

TQO applies a tiered cancellation policy designed to balance Client flexibility with the Company's operational commitments. All cancellation requests must be submitted in writing (email or WhatsApp) and include the confirmation number.

5.1 Cancellation Schedule

5.2 High Season

• Cancellations with less than 24 hours' notice: 100% penalty.

5.3 Refund Process

Approved refunds are processed within 3 business days from the date of request. The amount is returned to the original payment method used. In the case of a bank transfer, the Client's banking details will be required to process the refund.

No refunds will be issued for services already rendered.

5.4 Cancellation by TQO

If TQO must cancel a service due to reasons attributable to the Company, the Client will receive a full 100% refund of the amount paid, or will be offered an equivalent alternative service. If the cancellation is due to force majeure or unforeseen circumstances, the provisions of Section 12 of these T&C will apply.

TQO reserves the right to refuse service to any client at any time at its discretion.

5.5 No-Show (Failure to Appear)

• Hotel-to-Airport services (Departures): If the Client is not present at the pickup point at the agreed time, or cannot be located by the carrier after 15 minutes of waiting, the service will be deemed a No-Show. Required evidence will be collected and no refund will be granted.
• Airport-to-Hotel services (Arrivals): If the Client does not appear within the stipulated wait time — 60 minutes after the actual domestic flight arrival or 90 minutes after the actual international flight arrival — the service will be deemed a No-Show. Required evidence will be collected and no refund will be granted.

6. Service Modifications

6.1 Date and Time Changes

The Client may modify the date or time of service at no charge, provided the request is made before 4:00 PM on the day prior to the scheduled service, subject to availability. A second modification will incur an administrative fee of 10% of the service value.

6.2 Itinerary Changes

Changes to the pickup or drop-off location must be requested at least 36 hours in advance. If the new itinerary involves a greater distance, the fare difference will be charged. If it involves a shorter distance, no refund of the difference will be issued.

6.3 Additional Stops

Intermediate stops (stores, supermarkets, pharmacies, etc.) are not included in the standard service. If the Client wishes to make additional stops, they must request them in advance, subject to availability, and an additional charge of USD $15 per stop applies, with a maximum of 15 minutes per stop. The carrier is not authorized to accept itinerary modifications during the service without prior approval from TQO.

7. Client Obligations

8. TQO Transportation Obligations

9. Luggage and Personal Belongings

9.1 Luggage Allowance

In accordance with the Federal Motor Transport Regulations, each passenger is entitled to transport up to 25 kilograms of luggage at no additional charge, distributed across a maximum of 2 standard suitcases and 1 carry-on item per person. Luggage must fit in the trunk of the assigned vehicle.

9.2 Special Luggage

• Sports equipment (surfboards, golf clubs, bicycles): Subject to availability and possible additional charge; must be reserved in advance.
• Wheelchairs: Transported at no additional charge with at least 24 hours' prior notice.
• Musical instruments: Subject to dimensions and available space.
• Fragile equipment: Accepted at the Client's own risk; proper packaging is recommended.

9.3 Liability for Belongings

TQO is not liable for loss, damage, or theft of valuables (money, jewelry, documents, electronics, etc.) that were not expressly declared at the time of service. Clients are advised to keep valuables with them during the transfer or to purchase travel insurance for valuable items.

9.4 Lost Items

If the Client leaves belongings in the vehicle, they must notify TQO within 24 hours of the service. TQO will make its best effort to locate and return the forgotten items but does not guarantee their recovery. Shipping or delivery costs will be at the Client's expense.

10. Limitation of Liability

11. Minors

12. Force Majeure or Unforeseeable Circumstances

12.1 Legal Definition

Pursuant to Article 2111 of the Federal Civil Code, force majeure or unforeseeable circumstances refers to any event that cannot be foreseen or, if foreseen, cannot be avoided.

12.2 Force Majeure Events

• Natural phenomena: hurricanes, tropical storms, earthquakes, floods, fires
• Government actions: road closures, checkpoints, mobility restrictions
• Social unrest: demonstrations, blockades, strikes
• Pandemics or health emergencies declared by competent authorities
• Acts of terrorism, war, or national emergency situations
• Massive failures of public services (electricity, telecommunications)
• Traffic accidents blocking main routes

12.3 Effects

• Temporary Impediment: If the event temporarily prevents service delivery, TQO will coordinate with the Client to reschedule at no additional charge. If the Client is unable to reschedule, 90% of the amount paid will be refunded.
• Permanent Impediment: If the event definitively prevents service delivery, TQO will refund 90% of the amount paid to the Client.
• TQO is entitled to retain up to 10% of the total amount paid by the Client to cover accounting and administrative costs.

12.4 Notification Obligation

TQO will notify the Client as soon as possible of any force majeure situation affecting the contracted service, informing the available alternatives.

13. Additional Fees and Special Service Charges

In addition to the base service rate, the following additional charges apply under specific circumstances:

13.1 Cleaning Fees

If the Client or their companions soil the vehicle, the following fees will apply based on the level of damage:

13.2 Reactivation and Extra Wait Fees

If the wait time exceeds the courtesy periods established (60/90 min at the airport, 15 min at the hotel), the following charges will apply:

13.3 Additional Hours

13.4 Application of Charges

Additional charges will be billed at the end of the service and may be invoiced separately. The Client authorizes the charge to their registered payment method. In the event of refusal to pay, TQO reserves the right to initiate legal collection proceedings.

14. General Provisions

14.1 Severability

If any provision of these Terms and Conditions is declared invalid, illegal, or unenforceable by a competent authority, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced by a valid one that reflects, to the extent possible, the original intent of the parties.

14.2 Entire Agreement

These Terms and Conditions constitute the entire agreement between the parties with respect to the contracted service and supersede all prior agreements, understandings, negotiations, and discussions, whether written or oral. No representation, promise, or agreement not expressly set forth in this document shall have any validity or binding effect between the parties.

15. Modifications to Terms

TQO reserves the right to modify these Terms and Conditions at any time. Modifications will take effect upon publication on the website www.tqotransportation.com.

Changes will NOT affect reservations already confirmed and paid, which will be governed by the terms in effect at the time of booking.

Clients are encouraged to periodically review these Terms and Conditions to stay informed of any updates.

16. Jurisdiction and Applicable Law

16.1 Applicable Laws

• Federal Highways, Bridges, and Motor Transport Law
• Regulations of the Ministry of Infrastructure, Communications, and Transportation (SICT)
• Federal Consumer Protection Law (LFPC)
• General Tourism Law
• Federal Law on Protection of Personal Data Held by Private Parties (LFPDPPP)
• Federal Civil Code
• NOM-010-TUR-2001 (Requirements for tourist service contracts)

16.2 Administrative Jurisdiction: PROFECO

For any dispute related to the provision of the service, the Client may contact the Federal Consumer Protection Agency (PROFECO):

• Phone: 800 468 8722
• Website: www.profeco.gob.mx
• Cancún Office: Av. Cobá No. 9, SM 4, Mza. 8, Lote 5, Cancún, Q. Roo
• Free conciliation available

16.3 Civil Jurisdiction

Without prejudice to the foregoing, for the interpretation, compliance, and enforcement of these T&C, and in the event of disputes not resolved through administrative channels, the parties expressly submit to the jurisdiction of the competent Courts of the city of Cancún, Quintana Roo, waiving any other jurisdiction that may correspond to them by reason of their present or future domiciles.