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My Shuttle

Terms and Conditions of Service

Please keep your reservation number for inquiries, cancellations, changes, or to track refunds.

Only the customer whose name appears on the purchase receipt is authorized to submit inquiries, request clarifications, make cancellations, or request a refund.

If you need to make a change to your reservation, please contact Customer Service and provide your reservation number. After the changes are made, please ensure that the new reservation voucher contains the correct information.

It is the customer’s responsibility to review all the information on their reservation voucher. Please read it carefully to ensure the information is correct and follow the instructions included with the voucher.

Changes, cancellations, and refunds are reviewed by the Customer Service team. Please specify the reason for your cancellation or modification when you contact us; these requests are subject to the terms and conditions of the fare type you purchased.

To request last-minute changes, it is important to contact a service agent, who will process the change based on the availability of our operations.

Our service includes tracking of arriving flights.

If you are traveling with passengers arriving on different flights, it is important to provide all flight numbers when making your reservation.

The flexibility of our arrival services includes waiting for delayed flights of up to 2 hours, and waiting for lost luggage and/or immigration issues for up to 1 hour.

We reserve the right to deny service during specific hours: 10:00 p.m. – 6:00 a.m.

Waiting time for departure services: 15 minutes before being marked as a no-show.

Due to heavy traffic, weather conditions, and traffic accidents—which are beyond our control—“the company” sets a maximum waiting time for the vehicle to arrive at the customer’s location of 40 minutes after the time specified on the purchase receipt. Once this waiting time has elapsed, the customer may file a complaint for failure to provide service.

The company is not liable for refunds related to air travel, sea travel, lodging, meals, tickets for excursions, activities, and/or archaeological sites, nor for any other damages or losses.

No refunds will be issued if you are the victim of a scam. Please read your service voucher and follow the instructions provided on it; do not allow third parties to contact our official phone numbers on your behalf.

Refunds must be requested at least 24 hours in advance to be eligible for any type of compensation. Otherwise, you will only be eligible for an open credit.

The company reserves the right to forgo refunds and, instead, offer store credit in the event of adverse weather conditions, natural disasters, pandemics, wars, total or partial road closures due to strikes, work stoppages, or protests, roadblocks caused by traffic accidents or natural disasters, and port or airport closures. Once “the company” has provided the transportation service, it will be considered accepted and used by the customer; therefore, this service is non-refundable for any reason.

Standard Rate

Cancellation and Refund

All cancellation requests must be submitted in writing via email to bookings@sacbetransfers.com and must include the following information:

Reservation ID

Customer Name

Reason for Cancellation

If you cancel less than 7 days in advance, no refund will be issued, but you will retain 100% of your payment as open credit to be used within the next 365 days at any of our destinations.

Important: The number of days’ notice is calculated from the time the cancellation is requested until the scheduled date and time of the service.

In the event of a NO-SHOW, no refund will be issued.

Refunds are issued within 7 business days of authorization.

Request for Changes

This rate includes one free change, which must be requested at least 24 hours before your transfer date.

Any change to the schedule, destination, number of passengers, vehicle type, etc., incurs an additional fee of 5 USD.

Shopping Stops

This rate does not include complimentary stops of any kind. If you wish to add a shopping stop, there is an additional charge of 35 USD for a 20-minute stop.

Discount Coupon Book

With this rate, you forfeit the opportunity to receive your discount coupon book.

Flexible Rate

Cancellation and Refund

All cancellation requests must be submitted in writing via email to bookings@sacbetransfers.com and must include the following information:

Reservation ID

Customer Name

Reason for Cancellation

You will receive a 100% refund of the amount paid for the transportation service.

The amount corresponding to the “Flexible Rate” is non-refundable.

In the event of a NO-SHOW, no refund will be issued.

Refunds are issued within 7 business days of authorization.

Change Requests

This rate allows you to make an unlimited number of changes to your reservation free of charge up to 24 hours before your service.

Any changes to the schedule, destination, number of passengers, vehicle type, etc., requested within the first 24 hours prior to your service will be subject to availability.

Shopping Stops

This rate includes one complimentary stop for shopping at a convenience store, pharmacy, or coffee shop located along the route to your lodging—that is, one that does not require the driver to deviate from their usual route.

*This courtesy stop does not apply to destinations such as Mérida, Tulum, and Puerto Vallarta

Discount Coupon Book

This rate includes a discount coupon book for tours and activities at your travel destination.

Important: The Flexible Rate protects the cost of your service and provides you with various benefits, but its cost corresponds to the benefits included and, therefore, is not part of the amount eligible for a refund.