Terms & Conditions

Last updated: August 2026

By accessing www.cancuntransfersagency.com, you automatically agree to these terms and conditions.

Reservations & Payments

  • We only accept US Dollars and Mexican Pesos upon arrival.
  • All online card payments are processed securely through Stripe in US Dollars.
  • Creating or paying for a reservation indicates that the customer agrees to and accepts all terms and conditions stated herein.
  • If you don’t receive a confirmation e-mail, please contact our Customer Service department by phone or e-mail to verify that the address was entered correctly.
  • Every person counts as a passenger, regardless of age.
  • Car seats/booster seats are available upon request.

Cancellations & Refunds

  • Cancellations are 100% refundable only if requested by e-mail or phone at least 24 hours prior to the service.
  • No-shows are non-refundable.
  • Amenities added to a reservation are non-refundable.
  • Approved refunds will be credited back to your account within 5 business days.
  • Refunds are fully reimbursable, except for the platform’s processing fee, which is 12% of the total amount paid and is non-refundable under any circumstance.

Flight Information & Pick-Up

  • It is the customer’s responsibility to notify us of any change to their flight information so we can update the reservation and track the new flight.
  • Standard pick-up time is 3 hours prior to the departure flight. If the customer requests a different pick-up time, this is done at their own responsibility.
  • Urgent changes must be made by phone.
  • CT Agency is not responsible if the customer misses their flight for reasons outside our control, including but not limited to traffic, road closures, demonstrations, checkpoints, or delays caused by the customer.

Identification

  • Customers must show a valid ID to our driver, and the name must match the party leader or the name on the reservation.

Vehicle Breakdowns, Delays & Force Majeure

  • In the event of a flight delay, CT Agency will make every reasonable effort to cover the contracted service; however, on-time arrival is not 100% guaranteed.
  • In the unlikely event that our van experiences a breakdown due to circumstances beyond our control, we will make every effort to cover the service using another unit. However, this is not guaranteed. If no replacement unit is available, the customer will be responsible for finding alternative transportation to reach their final destination.
  • Partial Refund Policy (Van Breakdown): If our vehicle becomes inoperative for reasons beyond our control and there is no available alternative to cover the contracted service (replacement vehicle or rescue), CT Agency will provide the affected customer with a partial refund.
  • Due to weather conditions (storms, hurricanes, tropical systems), delays may occur. We will notify customers as soon as possible in the event of any weather-related delay.
  • Hurricanes & Flooding: In the event of a hurricane, tropical storm, or flooding, CT Agency reserves the right to change the pick-up time or cancel a service for safety reasons, in order to avoid putting the customer and our drivers at risk. We will notify the customer as soon as possible in these cases.
  • CT Agency is not liable for missed flights, additional expenses, or damages resulting from accidents, incidents, mechanical breakdowns, road conditions, traffic, demonstrations, or any other circumstances beyond our reasonable control.
  • CT Agency disclaims responsibility for covering hotel expenses, flight change/rebooking expenses, or any other third-party expenses resulting from delays or service disruptions, and does not offer financial compensation for such events beyond the partial refund policy stated above.

Liability

  • CT Agency is not responsible for objects lost or left behind in our vehicles.
  • CT Agency’s total liability for any claim related to the service is limited to the amount paid by the customer for the specific reservation in question.
  • CT Agency is not responsible for any indirect, incidental, or consequential damages arising from the use of our services.

Privacy & Media

  • We implement a variety of security measures to protect the safety of your personal information when you place an order or submit, enter, or access your personal information.
  • CT Agency reserves the right to use any photo or video taken of clients during the service for promotional purposes on our website and social media, unless the client explicitly requests otherwise in writing prior to the service.

Additional Policies

  • Luggage: Standard service includes up to 1 piece of luggage per passenger. Additional or oversized luggage (golf bags, surfboards, extra suitcases) must be reported in advance and may require an additional vehicle or fee.
  • Right to Refuse Service: CT Agency reserves the right to refuse service to any customer who displays disruptive, abusive, or unsafe behavior toward our staff, or who fails to comply with these terms.
  • Vehicle Capacity: For safety reasons, the number of passengers must not exceed the vehicle’s approved seating capacity. Reservations that do not disclose the correct number of passengers may be modified, delayed, or cancelled without refund.
  • Nightlife & Dinner Transfers: For services to dinners, night clubs, or any nightlife-related venue, our driver reserves the right to refuse boarding to any passenger who appears to be under the influence of alcohol or substances to a degree that may compromise their safety, the safety of other passengers, or the safety of the driver and vehicle. Any customer who vomits inside the vehicle will be charged a mandatory cleaning fee of $500 USD, payable immediately at the end of the service.
  • Third-Party Bookings: If your reservation was made through a third-party platform or agent, that party’s terms and conditions may also apply in addition to these terms.
  • Governing Law: These terms are governed by the laws of Quintana Roo, Mexico. Any dispute arising from the use of our services will be subject to the jurisdiction of the competent courts of Cancún, Quintana Roo.
  • Modifications: CT Agency reserves the right to update or modify these terms and conditions at any time without prior notice. The version published on our website at the time of your reservation will apply.

Amenities

  • Complimentary amenities are only provided on Airport-to-Hotel services.