Terms & Conditions

1. Acceptance of Terms

By completing a reservation, the customer agrees to these Terms & Conditions and the policies applicable to the booked service.

The person making the reservation confirms that they are authorized to provide the booking information for all passengers included in the reservation.

Customers are responsible for reviewing their booking confirmation and notifying the company promptly of any incorrect information.

2. Booking Information

Customers are responsible for providing accurate and complete reservation information, including:

• Service date
• Pick-up time
• Pick-up location
• Drop-off location
• Flight number when applicable
• Number of passengers
• Contact information
• Relevant luggage information
• Any special transportation requirements

The company will not be responsible for delays, missed services or additional costs directly caused by incorrect, incomplete or outdated information provided by the customer.

If incorrect information requires a different vehicle, additional vehicle, change of route, additional waiting time or another service, additional charges may apply.

3. Cancellation & Refund Policy

Cancellations More Than 24 Hours Before Service

Reservations cancelled more than 24 hours before the scheduled service are eligible for a 75% refund.

A 25% cancellation fee will be retained for administrative, processing, scheduling and operational costs associated with the reservation.

Cancellations Between 3 and 24 Hours Before Service

Cancellations made between 3 and 24 hours before the scheduled service are not eligible for the standard cash refund.

When operationally possible, the company may offer a service credit for future transportation. Any credit issued will be subject to the conditions communicated at the time it is granted.

Cancellations Less Than 3 Hours Before Service

Cancellations made less than 3 hours before the scheduled pick-up time are non-refundable.

If a driver, vehicle or transportation provider has already been dispatched or operationally committed to the service, the reservation may also become non-refundable.

The reason for cancellation, including choosing another transportation provider, does not change the applicable cancellation conditions.

4. No-Show Policy

A reservation may be considered a No-Show when the passenger:

• Does not appear at the confirmed pick-up location.
• Leaves the pick-up location without contacting the company.
• Uses another transportation provider without cancelling the reservation.
• Cannot be contacted using the information provided.
• Provides incorrect information that prevents the driver from reasonably locating the passenger.
• Fails to appear within the applicable waiting period.

No-Show reservations are non-refundable.

The company may maintain reasonable operational records, including communications, dispatch information, arrival times and service records, to document the circumstances of a No-Show.

5. Flight Delays

When the customer provides the correct flight number, the company will make reasonable efforts to monitor the actual arrival time of the flight.

Verified airline delays will not automatically be considered a No-Show.

Passengers should contact the company as soon as reasonably possible when:

• A flight is significantly delayed.
• The flight number changes.
• The airline changes the arrival airport.
• The passenger is rebooked onto another flight.

Transportation adjustments caused by flight changes remain subject to vehicle and driver availability.

6. Flight Cancellations

If a flight is cancelled by the airline, the customer should contact the company as soon as reasonably possible.

When operationally possible, the company may transfer the reservation to the passenger’s replacement flight.

The company may request reasonable evidence of the airline cancellation or schedule change.

If the customer decides to cancel the transportation service completely, the applicable cancellation policy will depend on when the company received notification and whether operational costs had already been incurred.

7. Waiting Time

Passengers must be ready at the confirmed pick-up location at the scheduled time.

Reasonable waiting time may be included depending on the type of service and the conditions stated in the reservation.

Additional waiting time may result in additional charges.

Extended waiting is always subject to driver and vehicle availability.

If the passenger cannot be located or contacted after the applicable waiting period, the reservation may be considered a No-Show.

8. Reservation Changes

Changes to a confirmed reservation are subject to availability.

This includes changes to:

• Date
• Pick-up time
• Flight
• Hotel
• Villa or Airbnb
• Pick-up location
• Destination
• Route
• Vehicle
• Number of passengers

Any additional cost or fare difference resulting from a requested change must be paid before the modified service is provided.

A requested modification is not considered confirmed until the company approves it.

9. Additional Stops, Waiting & Route Changes

The reservation price covers the transportation service described in the booking confirmation.

Additional services requested by the customer may result in additional charges, including:

• Additional stops
• Extended waiting time
• Destination changes
• Significant route changes
• Additional pick-ups
• Additional drop-offs
• Additional transportation not included in the original reservation

All additional requests are subject to operational availability.

10. Round-Trip & Multiple-Segment Reservations

Each segment of a round-trip or multi-service reservation may be treated independently for operational and cancellation purposes.

A transportation segment that has already been completed is not refundable.

If the customer cancels only the remaining portion of a reservation, any refund or credit will be calculated based only on the eligible unused service and the applicable cancellation policy.

A No-Show on the arrival transfer does not automatically cancel a confirmed departure transfer unless the customer requests the cancellation or the company determines that the remaining service cannot reasonably be confirmed after attempting to contact the customer.

11. Passenger Count & Vehicle Capacity

Customers must reserve a vehicle suitable for the number of passengers traveling.

For safety reasons, drivers will not transport more passengers than the safe or legally permitted capacity of the vehicle.

If more passengers arrive than were declared in the reservation, the company may:

• Provide a larger vehicle, subject to availability.
• Provide an additional vehicle, subject to availability.
• Charge the applicable fare difference.
• Transport only the permitted number of passengers.
• Decline the service when no safe alternative is available.

Incorrect passenger information does not automatically entitle the customer to a refund when the booked vehicle cannot legally or safely accommodate the group.

12. Luggage

Customers are responsible for selecting a vehicle appropriate for both the number of passengers and the amount of luggage.

Extraordinary luggage should be disclosed before the service whenever possible.

This may include:

• Oversized luggage
• Sports equipment
• Wheelchairs
• Medical equipment
• Large strollers
• Musical instruments
• Other unusually large items

If the luggage exceeds the capacity of the reserved vehicle, a larger or additional vehicle may be required and additional charges may apply.

13. Child Safety Seats

Customers traveling with infants or children who require a child safety seat or booster should request it in advance.

Child seats are subject to availability.

Customers should provide accurate information regarding the child so that an appropriate option can be arranged when available.

The company will not intentionally transport passengers in conditions that exceed the authorized capacity of the vehicle or violate applicable safety requirements.

14. Vehicle Substitution

Operational conditions may occasionally require the company to replace the originally assigned vehicle.

This may occur because of:

• Mechanical issues
• Maintenance
• Accidents
• Safety considerations
• Operational emergencies
• Unexpected vehicle unavailability
• Force majeure

Whenever reasonably possible, the replacement vehicle will be of a similar or higher category.

Website photographs generally represent the vehicle type or category unless the booking confirmation expressly guarantees a specific vehicle.

15. Third-Party Transportation Providers

In certain circumstances, the company may use qualified third-party transportation providers to complete a reservation.

This may occur because of availability, group size, destination, operational requirements or unexpected circumstances.

Third-party vehicles used to provide transportation are expected to comply with applicable transportation and insurance requirements.

The use of a third-party provider does not eliminate consumer rights that cannot legally be waived.

16. Passenger Conduct

Passengers must behave in a manner that does not create an unreasonable risk to the driver, other passengers, the vehicle or third parties.

The company or driver may refuse to begin or may terminate a service because of serious misconduct, including:

• Violence
• Threats
• Harassment
• Aggressive behavior
• Illegal activities
• Illegal drugs
• Intentional property damage
• Dangerous behavior
• Interference with the driver
• Refusal to follow reasonable safety instructions

A service terminated because of serious passenger misconduct may be considered non-refundable.

17. Alcohol & Intoxicated Passengers

The company may refuse transportation when a passenger’s level of intoxication or conduct creates a reasonable safety risk.

Passengers may not pressure or instruct a driver to operate a vehicle in an unsafe or unlawful manner.

The safety of passengers, drivers and third parties takes priority over completion of the transportation service.

18. Smoking & Vaping

Smoking and vaping are prohibited inside transportation vehicles.

This includes cigarettes, cigars, electronic cigarettes, vaping devices and other smoking products.

If smoking or vaping results in odors, burns, stains or the need for specialized cleaning or treatment, the customer may be responsible for reasonable cleaning or repair costs.

19. Vehicle Damage & Extraordinary Cleaning

Customers may be responsible for reasonable costs resulting from damage caused by themselves or members of their group.

This may include:

• Interior damage
• Exterior damage
• Broken equipment
• Damage to seats
• Severe stains
• Burns
• Vomit or bodily fluids
• Damage caused by luggage
• Specialized cleaning
• Extraordinary cleaning or repairs

Charges should reasonably correspond to the actual cleaning, repair or damage caused.

When reasonably possible, the company may document damages using photographs, videos, invoices, repair estimates or other relevant evidence.

20. Personal Belongings

Passengers are responsible for checking the vehicle for personal belongings before leaving.

The company will make reasonable efforts to locate and return reported lost property but cannot guarantee recovery.

The customer may be responsible for reasonable costs associated with returning or shipping recovered belongings.

21. Insurance

Vehicles used to provide transportation services shall maintain insurance coverage required under applicable Dominican Republic law.

Insurance protection is subject to:

• Policy terms
• Coverage limits
• Exclusions
• Deductibles
• Insurance company procedures
• Applicable law

The existence of insurance does not represent a guarantee of automatic or unlimited compensation.

Any claim related to an accident, injury or property damage may be referred to the applicable insurance company for investigation and processing.

Nothing in these Terms & Conditions is intended to exclude or limit responsibility that cannot legally be excluded under applicable law.

22. Travel & Personal Insurance

Transportation purchased from the company does not automatically include:

• Personal travel insurance
• Medical insurance
• Trip cancellation insurance
• Flight insurance
• Luggage insurance
• Personal property insurance

Customers who require this type of additional protection are encouraged to obtain appropriate travel insurance separately.

23. Accidents & Emergencies

In the event of an accident, transportation incident or emergency, passengers should follow reasonable safety instructions from:

• The driver
• Company personnel
• Emergency services
• Police
• Other competent authorities

Passengers involved in an incident should reasonably cooperate with requests for information necessary for insurance, legal or incident-reporting purposes.

Relevant information may include passenger information, vehicle information, photographs, videos, police reports, medical documentation, insurance information and information concerning third parties involved.

Information collected in connection with an accident or emergency will be used for legitimate purposes related to safety, insurance, investigation, claims and legal compliance.

24. Departure Transfers & Flight Times

Customers are responsible for selecting a pick-up time that allows sufficient time to reach the airport before their flight.

The company may provide recommended pick-up times based on distance and typical travel conditions.

The company is not responsible for a missed flight when the customer:

• Selects a later pick-up time against the company’s recommendation.
• Is not ready at the scheduled pick-up time.
• Provides incorrect flight information.
• Causes an unreasonable delay in departure.

Traffic, weather, accidents, road closures and other conditions outside the company’s reasonable control may affect travel times.

Nothing in this provision excludes responsibility that legally belongs to the company for its own acts or omissions.

25. Force Majeure & Circumstances Outside Our Control

The company will not be responsible for delays or interruptions directly caused by events reasonably outside its control, including:

• Hurricanes
• Severe weather
• Flooding
• Natural disasters
• Road closures
• Major traffic accidents
• Government restrictions
• Civil disturbances
• Strikes
• Public emergencies
• Airport closures
• Other extraordinary circumstances

When possible, the company will make reasonable efforts to complete, modify or reschedule the affected service.

26. Company Inability to Provide the Service

If the company cannot provide a confirmed transportation service for a reason attributable to the company, it may:

• Provide a suitable replacement vehicle;
• Arrange transportation through another qualified provider;
• Reschedule the service with the customer’s agreement; or
• Refund the applicable amount for the transportation service that was not provided.

Nothing in these Terms & Conditions eliminates consumer rights that cannot legally be waived.

27. Personalized Services & Third-Party Add-Ons

Certain products or services may be prepared or purchased specifically for a customer.

Examples may include:

• Decorations
• Flowers
• Balloons
• Personalized signs
• Special beverages
• Event services
• Tickets
• Boats or yachts
• Products purchased from third-party suppliers

Once such items or services have been purchased, prepared or committed to a third-party supplier, they may be partially or completely non-refundable.

Any special cancellation conditions applicable to these products may be communicated before purchase or confirmation.

28. Payment Verification & Fraud Prevention

The company reserves the right to perform reasonable verification when there are legitimate indications of:

• Fraud
• Unauthorized card use
• Suspicious transactions
• Inconsistent reservation information
• Payment irregularities

The company may request reasonable information necessary to confirm the legitimacy of a reservation.

A reservation may be temporarily suspended or cancelled when the legitimacy of the payment cannot reasonably be verified.

29. Chargebacks & Payment Disputes

Customers are encouraged to contact the company directly when there is a concern regarding a payment, reservation or transportation service.

If a customer files a chargeback or payment dispute, the company may provide legitimate evidence to the bank, card issuer, acquiring bank or payment processor.

This evidence may include reservation confirmation, proof of payment, acceptance of Terms & Conditions, customer communications, flight information, driver assignment, dispatch records, pick-up records, GPS or operational records when available, evidence that the transportation service was provided, evidence that the service was made available but the customer failed to appear, and cancellation communications.

Nothing in this section prevents customers from exercising legitimate rights available through their bank, payment provider or applicable law.

30. Refund Processing

Approved refunds will normally be returned to the original payment method whenever possible.

Once a refund has been processed by the company, the time required for the funds to appear in the customer’s account depends on the customer’s bank, card issuer or payment processor.

The company does not control external financial institution processing times.

Only one refund may be issued for the same eligible transaction.

31. Pricing & Website Errors

The company makes reasonable efforts to ensure that website pricing, vehicle information and availability are accurate.

If an obvious technical, system or pricing error occurs, the company may contact the customer before providing the service.

The customer may be offered the option to:

• Accept the corrected price or service; or
• Cancel and receive the applicable refund for any unprovided service.

This provision does not permit arbitrary changes to a correctly confirmed reservation.

32. Photo & Video Consent

During transportation services, photographs or videos may occasionally be taken involving company vehicles, drivers, airport welcomes, celebrations, events or customer experiences.

Identifiable photographs or videos of customers may be used for commercial or promotional purposes when the appropriate authorization has been provided.

Authorized content may be used through official company channels, including:

• Company website
• Instagram
• Facebook
• TikTok
• YouTube
• Google Business Profile
• Digital advertising
• Promotional materials

Media authorization is separate from the customer’s agreement to purchase transportation services.

Customers are not required to authorize promotional use of their image in order to make a reservation.

The company will not intentionally use customer images in a defamatory, misleading or offensive manner.

Images in which identifiable minors appear should not be used for promotional purposes without appropriate authorization from a parent, guardian or legal representative.

33. Communications

Customers are responsible for providing a valid telephone number, WhatsApp number and/or email address that can reasonably be used to communicate regarding the reservation.

Cancellation and modification requests should be submitted through an official company communication channel whenever possible.

The time at which a cancellation request is received may be used to determine which cancellation condition applies.

Customers should retain their booking confirmation and relevant communications concerning their reservation.

34. Electronic Acceptance

Customers may be required to confirm acceptance of these Terms & Conditions electronically before completing a reservation.

Electronic acceptance may be recorded together with information such as:

• Booking ID
• Date and time of acceptance
• Terms & Conditions version
• Electronic acceptance record
• Other technically available information related to the transaction

The Terms & Conditions version accepted at the time of the reservation will apply to that booking unless a later modification is expressly accepted.

35. Changes to These Terms

The company may update these Terms & Conditions periodically.

Changes will apply prospectively to new reservations unless otherwise permitted by applicable law.

A customer who completed a reservation under an earlier version will remain associated with the version accepted at the time of booking.

36. Severability

If any provision of these Terms & Conditions is determined to be invalid or unenforceable under applicable law, the remaining provisions will continue to apply to the extent legally permitted.

37. No Waiver

A failure by the company to enforce a provision in a particular situation does not automatically constitute a permanent waiver of that provision or of the company’s rights in other circumstances.

Nothing in this section limits rights that cannot legally be waived.

38. Applicable Law & Consumer Rights

These Terms & Conditions are governed by the applicable laws of the Dominican Republic.

The company and customer are encouraged to attempt to resolve questions or disputes directly and in good faith whenever reasonably possible.

Nothing contained in these Terms & Conditions is intended to waive, restrict or eliminate consumer rights that cannot legally be waived under applicable Dominican Republic law.

39. Contact Regarding a Reservation

Questions concerning a reservation, cancellation, modification, refund or these Terms & Conditions should be submitted through the company’s official customer service channels.

Customers should include their reservation number whenever possible so that the company can locate and review the relevant booking.