Please read the following:
- Please, have ready a screenshot of this transfer voucher (Paypal) on your mobile along with any valid ID to show to our Driver.
- Our driver will be at the scheduled time, at the designated lobby or location chosen.
- The Driver name or detail of wearing, you can ask at the moment to meet him to easy recognize.
- Please, send us your picture when arrive to easy find you.
- Private transfers are allowed to wait up to 15 min after the pickup time or the reservation will be flagged as "No Show". Additional charges may apply for rescheduling the service. Please read below in "About Pickups in the airport" to know more for arrival services.
- Same-day changes are subject to availability and additional fees may apply. Please contact the same via you do your reservation. Please call:
- +52-998-198-4193 (Nacho number)
- +52-998-231-1398 (Reservations Only WhatsApp)
IMPORTANT NOTE
- For Departure: Please provide a room/villa number so our driver can reach you in case that the room reservation.
- If your departure is from a private residence/Airbnb, you will need to provide a map with the exact meeting of drop off point.
- If your departure is from a gated community, you will need to provide full address, unit number and you will need to let the guard at the gate know of your reservation with Nacho Tours, so they can provide access to our driver.
Terms and conditions
About the transportation services:
- The reservation holder (name on booking) has the right to change, modify and/or cancel the transportation service. Additional fees and restrictions apply if incur in cancellation, changes, and/or no-show policies.
- One-Way service is good for one trip.
- Bookings split into separate/multiple trip for the same prize.
- If you book a group with a multiple reservation (different terminals, landing time, preference) it apply different prices each.
- Only the number of passengers confirmed on the booking will be allowed to board. Please make sure you have confirmed the total number of passengers, including children. All passengers count, regardless of age.
- If in your reservation, you require anything additional or special (balloons, beverages, snacks), you must request it with a minimum of 48 hours before your arrival, and there will be an extra cost (proportional to the product and service). Beverages/snacks are not available for departures and or trips in between hotels.
- Vehicles with the company’s logo and staff images are for illustration purposes only, actual vehicles may vary.
- Car seats are not mandatory in Mexico. We do have front-facing car seats, at no extra cost. Due to the nature, limitations, and operations at the airport, they are subject to availability, however, 90% of the time we can provide them. Should you consider this item a must, we recommend bringing yours to use in any transportation service you use during your visit.
- For your arrivals: in order to provide the proper service, we will be monitoring your flight; however, you must provide a telephone number for immediate contact, as communication is of utmost importance for the following cases (e.g., bad weather, flight delays, terminal or airport issues).
- Nacho Tours does not assume responsibility for delays caused by unexpected traffic. (ex: car accident, road blocks, construction, weather, situations out of our control)
- Traveling with service dogs. They can stay with passengers but should travel on the vehicle's floor.
- Traveling with pets. They must be in a hard carrier and always remain in the carrier while in the vehicle. Carriers are stowed with luggage (Back of van).
- For people or pets, an additional fee of $65 USD for cleaning services may apply in case of animals' hair molt, food and/or beverages spill/stain with strong smells, vomit, and/or animal waste.
- We ask the customer to thoroughly inspect the van to avoid leaving behind any belongings, as our drivers have multiple services and the item may be taken by other passengers as well. Nacho Tours is not responsible for items or belongings taken due to the negligence of others.
- Lost and found. Call for immediate assistance or an email if the customer has departed already. Nacho Tours IS NOT responsible for misplaced/damaged/forgotten items. If the item has been found, we can help return the item left behind. Delivery/Shipping cost is at the customer's expense. Shipping companies have international shipping policies, some items may not be shipped.
- For safety reasons, Nacho Tours has the right to refuse service to anyone under the influence and or heavy use/abuse of alcohol/illegal substances, or anyone bringing illegal drugs/substances to México, and/or disrespectful behavior. If this is the case, customers will lose their service and no refunds will apply.
Luggage Limitations
- Due to the size of each unit's luggage compartment, the number of suitcases you can bring will depend on the unit. Typically, you can bring approximately 2 suitcases per person, one carry-on and one checked baggage.
Unusual, Overweight and Oversized Items
- IIf you are traveling with any item that is not considered standard baggage such as boxes, golf bags, skis, bicycles, childcare equipment, strollers, etc., plus standard luggage, you might require an additional vehicle. Please call us to discuss your needs.
About Pickups in the airport.
- For all our services, pickup time will be confirmed by email, text, calls or WhatsApp, depending the route you use to contact us.
- For Arrival Services: 3 Days before your flight send message to re-check the flight status and confirm the meeting point.
- Once you landed: Send email, text, calls or WhatsApp, depending the route you use to contact us to notice about your status.
- For Arrival Services: National flight, the maximum waiting time will be 30 minutes once landed.
- For International Flight would be 60 minutes, If the time pass, we might flagged as a No-Show
- If you don’t have internet, Go ahead to the meeting point as soon as possible.
Note: Ignore all the timeshares, selling mans because they waste your time and you might lose your service.
About Pickups at hotels.
- We do not track departure flights. We do not work directly with the airlines.
- Customers must inform in advance of changes on departure flights and confirm at least 24 hour before.
- Once you fix the booking, we suggest new hour to pick you up and after your confirmation, we can’t change again.
- For One-Way service from the hotel, pickup time will be confirmed by email, text, calls or WhatsApp, depending the route you use to contact us.
- Courtesy waiting time at the hotel or pickup location is only 15min or the service will be flagged as a No-Show.
Changes policy
- All changes are subject to availability
- If requested more than 24 hours before the service date and time.
- If requested with less than 24 hours the possibilities are low to change.
- If requested with less than 12 hours, the office might close and deny changes.
- If requested with less than 4 hour will consider it as cancellation.
- Only the reservation holder (name on booking) can make changes or updates to the booking
- If the change point is the locations, (pick up point or destination) the price might change.
Changes that incur additional charges
- Increasing the number of passengers than original booked
- Time, Hotel or pickup location changes, the balance will be based on the furthest hotel location
- Additional extra stop (airport terminal, hotel, stores, restaurants)
No-Show Policy
- A reservation will be flagged with a No-Show status when the customer does not show up to use the transportation service on the date and time solicited at booking time or fail to inform Nacho Tours Cancun of changes or cancellation according the policies.
- If the service is No show, the driver delivers to Hotel Bellboy a No-show Card.
- No refunds or credits apply for services flagged as no-shows.
- Changes or cancellations due to causes beyond yours or our control will be evaluated by our contact center.
- The maximum waiting time for departures/hotel-to-hotel services is 15 minutes.
Cancellation Policy
- Cancellations can be requested 1 day before by e-mail, live chat, WhatsApp or by calling our contact center.
- Any service by cancelations before 4 hour, will not be refunded.
- Changes or cancellations due to causes beyond yours or our control will be evaluated by our contact center.
- In case of a normal cancellation, reservations incur a cost to us, so we take $10 of the refund as an operations cost.
- We will proceed with all refunds around 1 - 7 days, forwarding the Paypal protocols in Mexico.
- For cancellations due to events out of our or your control, please see below**
Cancellations due to Force majeure/events beyond our control policy.
A monetary refund will not be possible in situations where the trip must be canceled, interrupted and/or deferred for reasons of force majeure/events beyond our control, such as, but not limited to, weather, hurricanes, earthquakes, acts of terrorism, pandemics, wars, etc...
We will let you suspend or reschedule a service that has been interrupted due to force majeure/events beyond our control with a credit of the amount paid or service not used. This credit or service not used will be available towards a new booking with an expiration date of up to 12 months, starting from the date of the original service date.
In case there is a variation in price for the new booking, you will be required to cover the difference to complete the new reservation.
These cases will be reviewed and evaluated by our contact center to provide you with a proper solution/mutual agreement.