FAQS and Policies
Transportation Services
1.Where do we meet our driver?There is a specific meeting point for each terminal. You will be provided with thisinformation upon booking as well as our contact information for your convenience.
2.How far in advance do I haveto book my transportation service?We require a minimum of 24hrs notice for any reservations. If you have a lastminute request, please contact us via phone.
3.What time should I be picked up to go back to the airport?Our suggested pick up times are (arriving with 2hrs prior to flight):From Cancun & Puerto Morelos–2.5hrs prior to your flightFrom Playa del Carmen–3hrs prior to your flightFrom Puerto Aventuras & Akumal–3.5hrs prior to your flightFrom Soliman Bay & Tulum town–4hrs prior to your flightFrom Tulum Hotel Zone–4.5hrs prior to your flight
4.What happens if my group arrives in different terminals?If you are arriving in different flights our driver will meet you at the latest arrivaltime. We will come to each terminal for pick ups, so it is not necessary you movefrom one terminal to another.
5.Can we make a stop on the way to our hotel–villa?We offer this service with an additional cost per hour wait. Please request thisservice at booking.
6.Do you offer discounts for groups?Yes, please contact us directly for more information.
7.How much should we tip the driver?Tips are not mandatory, but greatly appreciated by our staff.Typically,10 to 15%of the total.
8.What happens if I forget something in the vehicle?We are not responsible forany missing or lost items, however, our staff alwaysreports if anything is left behind. Please contact us immediately if this is the case.We will return any items found in our vehicles. (additional cost for transportingitems will incur)
9.Are the drivers fluent in English?Yes, all of our drivers are bilingual
10.Is there a waiting time tolerance for pick ups?We have a 15 min tolerance for any pick up. If you need to change your pick uptime please contact us 24hrs prior to the service. If a client does not show up atpick up, they will forfeit all monies paid
Signature Tours
1.Where will the driver pick us up?All of our tours are private, therefore pick up will be at your hotel or Villa.
2.Can we make additional stops along the way?Yes, one of the benefits of going on a private tour is that you are able to makestops if necessary. This only applies for stops within the same area of your tour.For any change in itinerary and direction, you must contact us 24hrs prior to yourservice to adjust pricing.
3.What should I bring to the tour?For all tours we recommend to bring comfortable clothing, towel (in case you getin the water), biodegradable sunscreen and bug repellentand cash for anyincidentals.
4.Are tours kid-friendly?Yes! All activities are kid-friendly but you do have to consider that most of theminclude walking.
5.What happens if there is bad weather and we have to cancel the tour?If the weather forecast does not allow us to go on a tour (heavy raining, storm,hurricane) we will reschedule the tour or reimburse you in full. BUT only inextreme weather conditions. Our tours can be operated with rain or cloudy sky.
6.How much should we tip the driverand guide?Tips are not mandatory, but greatly appreciated by our staff. Typically, 10 to 15%of the total.
7.What is included in my tour?Inclusions are listed on each tour, please check details on our website.
Payments & Booking Policies–Terms & Conditions
BOOKING
By making a reservation with Paradise Transfers and Tours,you acknowledge that youhave read and understood these terms and conditions and agree to be strictly bound bythem. The contract is valid as soon as the deposit is received and our confirmation isissued. Itis essential that you check the details of your confirmation to ensure it isaccurate. If there are any errors or discrepancies, you must contact us immediately.PAYMENT TERMSOnline bookings require full payment (Visa, MC and Amex accepted)For direct bookings, aminimum deposit of30% is required when making the reservation.Balance can be paid:oCash payment in full upon arrival or on the day of the serviceoVia wire transfer to our MX pesos account 24hrs prior to the day of serviceoVia PayPal with 6% processing fee added 24hrs prior to the day of service
WAIVER
For any of our Signature Tourswe will provide you with a liability waiver form to be readand signed by each passenger. Full name, email, phone number and asignaturearerequired in order foreach passenger to complete their own liability waiver.
CANCELLATION FEES
Cancellations made within 72 hours or more prior to the day of the tour / service are entitled to a full refund of all monies paid. Cancellations with less than 72 hours notice, will incur on a cancellation fee of 50% of the total amount paid. Cancellations with less than 24 hours notice or “no shows” will forfeit all monies paid, no refund.If you wish to reschedule your transportation service, you must inform your representative at Paradise Transfers and Tours 24hrs prior to the day of the service and request a change in date.We will not guarantee any changes with less than 24hrs notice and our cancellation policy will apply.If you are rescheduling a Signature tour, you must contact your representative with 72 hrs notice and we will do our best to reschedule your tour. If there is no available and convenient time / date for both, our cancellation policy will apply.
WEATHER CONDITIONS
All Signature tours will be operated with rain, cloudy sky and low temperature. We will only cancel the tour in the event of extreme weather conditions, national alert or when the port is closed.If tour must be cancelled due to weather conditions, you will be able to reschedule for a more suitable date or request a full refund.
INSURANCE
Our vehicles are required to have broad coverage insurance, civil liability insurance and accident insurance coverage for all passengers and crew.If the vehicle suffers any damage caused directly by the customer, the client is obliged to cover the repair cost. Passenger insurance does not cover accidents, injuries or death dueto risk sports such as swimming, windsurfing, paddle boarding, wave runners, diving, fishing and snorkeling, among other activities.
PRICES AND EXCHANGE RATE
Published prices are in US dollars, as is the fee applied to credit cards. If your credit card isnot in dollars, your bank will establish and apply the exchange rateat the date ofpurchase.
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