Cancellation, Refund, Rescheduling and Boarding Policies

1. Cancellations and Refunds

Cancellations Requested by the Customer

Cancellations requested for personal reasons are subject to the following conditions:

• With at least 48 hours' notice before the scheduled service date and time, a penalty of 50% of the amount paid will apply. The remaining 50% will be refunded to the same card used for payment.
• With less than 48 hours' notice, the reservation is non-refundable.

Flight Cancellation by the Airline

If the airline cancels the original flight scheduled to arrive at Guanajuato International Airport (BJX), 100% of the amount paid will be refunded, minus only the credit card payment processing fees.

This policy applies exclusively to the arrival flight to BJX provided at the time of booking.

For itineraries involving layovers or connecting flights, the cancellation of any preceding flight or connecting segment will not entitle the passenger to a refund if the final flight to BJX remains confirmed and active.

Flight Date or Schedule Changes by the Airline

If the airline changes the date or time of the original flight scheduled to arrive at BJX, the customer may request to reschedule the transportation service at no additional cost, subject to availability.

2. Rescheduling

Rescheduling requests made for personal reasons are subject to the following conditions:

• The request must be made at least 24 hours before the originally scheduled service date and time.
• Rescheduling requests made within this timeframe will not incur any additional charges.
• A maximum of 3 changes per reservation will be allowed within the 2 months following the original service date.

3. Vehicle Waiting Time

Included Waiting Time

The waiting time included in the service covers the period from the flight's arrival until all passengers have disembarked and collected all available luggage from the designated baggage carousel.

Communication with the Driver

The driver will contact the booking holder in advance via WhatsApp, using the phone number provided at the time of booking, to coordinate the meeting point and facilitate boarding.

Passengers Cannot Be Located

Once all passengers have collected their luggage and left the baggage claim area, if the driver has been unable to establish contact or locate the booking holder, the service will be considered completed and the transportation obligation deemed fulfilled, with no right to a refund.

Additional Waiting Time

Additional waiting time resulting from circumstances beyond the driver's control or outside the scope of the contracted service is not included. This includes, but is not limited to:

• Reports filed with the airline regarding lost or delayed luggage.
• Claims for damaged luggage.
• Customs inspections or procedures.
• Immigration checks or procedures.
• Any other airport procedures requiring passengers to remain at the airport.

If the passenger requires additional waiting time due to any of these circumstances, they may request an extension of the service for an additional fee equivalent to 25% of the reservation cost, subject to our availability and prior confirmation. If we are unable to provide this extension, the driver will not be required to extend the waiting time, and the service may be considered completed once the included waiting period has elapsed.