Terms and Conditions
Welcome to Top Shuttle Cancun, your premier platform for convenient and reliable transportation services, tours, and activities based in Cancún, Mexico. Before utilizing our services, please carefully read and understand the following terms and conditions governing your use of our website and services:
Acceptance of Terms:
- By accessing or using our website and services, you agree to comply with and be bound by these terms and conditions. If you do not agree with any part of these terms, please refrain from using our platform.
Cancellation and Refund Policies:
Transfers:
Cancellations for transfer services can be requested through various channels, including e-mail, live chat, WhatsApp, or by calling our contact center. The following cancellation policies apply:
- Full refund for cancellations made more than 48 hours in advance.
- A 20% cancellation fee is applicable for cancellation requests with a notice between 47 and 24 hours before the scheduled service.
- No refund or credits are available for any cancellation requests made less than 24 hours before the scheduled service.
Changes Policy:
All changes are subject to availability and may incur additional fees. Changes and updates must be requested before 3 pm (Cancun time) the day before the reservation date. Same-day changes will incur additional fees. Changes for services scheduled between 8 pm and 6 am upon arrival may be denied. Only the reservation holder can make changes or updates.
No-Show Policy:
A reservation will be flagged with a No-Show status when a customer fails to show up for the transportation service without informing Top Shuttle Cancun or makes changes or cancellations less than 24 hours before the scheduled service. No refunds or credits apply for services flagged as no-shows. The maximum waiting time for airport arrivals is 1 hour and 30 minutes after the registered flight has landed in Cancun. For separate flights, the maximum waiting time is 1 hour and 30 minutes after the last registered flight. Changes or cancellations due to causes beyond control will be evaluated by our contact center. The maximum waiting time for departures/hotel-to-hotel services is 10 minutes.
Cancellations due to Force Majeure/Events Beyond Control:
Monetary refunds will not be possible for cancellations, interruptions, or deferrals due to force majeure/events beyond control (e.g., weather, hurricanes, earthquakes, acts of terrorism, pandemics, wars, etc.). Top Shuttle Cancun may allow suspension or rescheduling with a credit for the amount paid or unused service. The credit is valid for up to 12 months from the original service date, and any price variation for the new booking must be covered. Our contact center will review and evaluate such cases to provide a proper solution.
Tour Services:
Cancellations for tour services follow a similar pattern as transfers:
- Full refund for cancellations made more than 48 hours in advance.
- A 20% cancellation fee for requests with a notice between 47 and 24 hours before the scheduled service.
- No refund or credits for cancellations made less than 24 hours before the scheduled service.
Changes Policy for Tours:
Modifications for tours must be requested before 6 pm the day before the tour date. For tours with transportation, customers must be at the designated pickup location 10 minutes before the confirmed time. No courtesy waiting time is provided, and missing the pickup time will be considered a “no show” with no refund.
No-Show Policy for Tours:
A reservation will be flagged with a No-Show status when a customer fails to show up for the activity or at the pickup location on the confirmed date and time. No refunds or credits apply for services flagged as no-shows.
Terms and Conditions
In addition to the cancellation policies, please note the following terms and conditions:
- Weather: Tours will continue as scheduled in rain, but may be rescheduled or canceled if port authorities close navigation due to strong wind predictions. Refunds will be provided for affected tours. Health-related cancellations require a valid doctor’s prescription.
- Tour No-Show Policy: A reservation will be flagged with a No-Show status when a customer fails to show up for the activity or at the pickup location on the confirmed date and time. For any questions regarding your tour, contact us at bookings@topshuttlecancun.com with your reservation number.
Booking and Payments:
- Payments are securely processed through our platform, and you agree to provide accurate and complete information for successful transactions. All bookings are subject to availability, and prices may vary if you didn’t select the correct information.
Service Overview:
- Top Shuttle Cancun operates as a reseller, connecting you with trustworthy transportation and activity providers in Cancún. We do not directly operate these services but aim to facilitate seamless experiences for our users by collaborating with reputable providers.
Responsibility Disclaimer:
- Top Shuttle Cancun acts solely as an intermediary between you and service providers. While we carefully select and collaborate with reliable partners, we cannot assume responsibility for any accidents, inconveniences, delays, or issues caused by third-party providers.
User Conduct:
- When using our platform, you agree not to engage in any unlawful activities, infringe on others’ rights, or interfere with the functionality of the site. Top Shuttle Cancun reserves the right to terminate access for users who violate these terms.
Intellectual Property:
- All content on our website, including text, graphics, logos, and images, is the property of Top Shuttle Cancun or its content suppliers and is protected by international copyright laws. Unauthorized use is prohibited.
Privacy Policy:
- Our Privacy Policy outlines how we collect, use, and disclose your personal information. By using our platform, you consent to the practices described in our Privacy Policy below.
Termination of Services:
- Top Shuttle Cancun reserves the right to modify, suspend, or terminate any service or your access to the platform at any time, with or without notice.
Governing Law:
- These terms and conditions are governed by the laws of Mexico. Any disputes arising from or related to these terms will be subject to the exclusive jurisdiction of the courts in Cancún, Quintana Roo, México.
Service Scope / Waiver
Before using our services, please carefully consider the following service scope and waiver:
- Service Scope:
- Top Shuttle Cancun acts as a reseller, connecting users with transportation services, tours, and activities provided by third parties in Cancún.
- We strive to collaborate with reputable providers to ensure a positive user experience.
- Waiver of Responsibility:
- Top Shuttle Cancun cannot be held responsible for any accidents, injuries, delays, losses, or inconveniences caused by third-party service providers.
- Users acknowledge that they participate in tours and activities at their own risk and should adhere to safety guidelines provided by the service providers.
- Acknowledgment:
- Users understand that Top Shuttle Cancun is an intermediary, and each service is subject to the terms and conditions of the respective provider.
- Users acknowledge that they have read and understood the terms and conditions, cancellation policies, and service scope outlined on the Top Shuttle Cancun platform.
By using our platform, you acknowledge and agree to the terms, policies, and waivers mentioned above. Top Shuttle Cancun is committed to providing transparent and reliable services, and we appreciate your understanding and cooperation.