HolboxTransfers.com provides private ground transportation services, including airport pickups, hotel pickups, home pickups, condominium or Airbnb pickups, and transfers to ferry terminals, hotels, homes, and other agreed drop-off points.

Unless expressly stated otherwise in writing, the service includes only the route, date, time, pickup point, drop-off point, vehicle category, passenger capacity, and luggage capacity stated in the confirmation or reservation ticket.

The service does not include ferry tickets, airline tickets, hotel accommodations, meals, gratuities, or third-party services unless expressly included in writing.

All reservation requests are subject to availability, operational feasibility, and written confirmation from our reservations team. A submitted booking form alone does not guarantee a vehicle, a fixed rate, or a final confirmation.

A booking is considered confirmed only when the customer receives a written confirmation, payment confirmation, service number, reservation code, or ticket through WhatsApp, email, or another official communication channel from our team.

The customer is responsible for reviewing the confirmation details carefully and reporting any mistake as soon as possible.

Website rates are intended as reference rates. The final price applicable to the service is the price expressly confirmed by our team for the specific route, date, time, passenger count, luggage, payment method, and operational conditions of the reservation.

Any surcharge, commission, card-processing fee, PayPal fee, late-night surcharge, route adjustment, or extraordinary operational charge must be disclosed before payment is requested or collected.

Once a booking is confirmed at a stated total price, that total price will apply unless the customer later requests changes or unless the original booking information was inaccurate, incomplete, or materially different from the service ultimately required.

Depending on operational availability and the conditions of each reservation, we may accept one or more of the following payment methods:

HolboxTransfers.com does not intentionally store full bank-card information. Electronic payments may be processed through third-party authorized payment platforms or certified card-present systems. If a transaction is flagged due to identity mismatch, fraud screening, or verification issues, we may request additional validation or decline the payment request.

Some reservations may be confirmed with a deposit only, while others may require full prepayment. The booking confirmation or ticket should indicate the total amount, the amount already paid, and the remaining balance still due.

When a reservation is confirmed with a deposit, the remaining balance may be collected before the service, by payment link, by onboard terminal, or directly at boarding in the form expressly indicated in the confirmation.

If the balance is to be paid in cash at boarding, the customer must be prepared to pay the exact amount or a commercially reasonable equivalent approved by our team before boarding.

For airport arrival services, the customer must provide accurate flight details, including airline, flight number, arrival date, passenger name, destination, and a working mobile or WhatsApp contact.

No airport waiting-time charge applies once the customer’s flight has landed, provided that the customer remains reachable and keeps our team reasonably informed about the status of the trip.

If a delay extends the arrival materially into overnight or early-morning hours, or if the original service conditions change substantially due to airline, airport, weather, or technical causes, the service may require a new operational review before it can be reconfirmed.

For pickups outside the airport, including hotels, homes, apartments, condominiums, Airbnb properties, ferry terminals, and similar locations, the service includes 10 minutes of courtesy waiting time after the confirmed pickup time.

At our sole operational discretion, and only when scheduling conditions allow, we may grant up to 5 additional courtesy minutes. Such extra courtesy time is not guaranteed and does not create a permanent contractual right.

A service may be recorded as No Show if the customer fails to appear within the waiting period applicable to the service, cannot be reached through the contact information provided, refuses to board without a valid safety or operational reason, or is not ready to board due to circumstances attributable to the customer.

Any request to change a route, pickup point, drop-off point, flight, terminal, passenger count, luggage volume, child seat requirement, stop, date, or pickup time must be requested as soon as possible and is always subject to availability.

Changes may generate additional charges. Any such extra amount must be disclosed before it is collected or before the modified service is confirmed.

Operational support for active same-day services may be available 24/7 by WhatsApp or phone, but non-urgent administrative matters, such as formal refund handling, billing review, or future reservation modifications, may be processed during administrative business hours.

Unless a different written cancellation rule has been expressly stated for a specific service, the following general policy applies:

If a refund applies to a card payment, the refund will be processed back to the original payment method whenever operationally possible, subject to the timing and rules of the applicable processor or financial institution.

For airport arrival transfers, a confirmed rate may increase by 20% for late-night services under the following schedule, provided that such surcharge is disclosed before the booking is confirmed:

The customer is responsible for providing complete and accurate reservation information, including full name, date, pickup time, contact number, exact pickup location, exact destination, passenger count, and all relevant flight information where applicable.

For home, condominium, apartment, villa, or Airbnb pickups, the customer may be asked to provide map pin, GPS location, access instructions, property name, or photos if reasonably required for pickup accuracy.

We are not responsible for failed pickups, delays, or additional costs caused by incorrect, incomplete, or misleading information provided by the customer.

The confirmed service price applies only to the service details expressly confirmed in writing. Additional charges may apply if the customer requests or causes:

• extra waiting beyond the included or discretionary courtesy time;
• additional stops not included in the original service;
• route modifications after confirmation;
• terminal changes or pickup relocation requested by the customer;
• excess passenger count;
• excess luggage beyond the confirmed vehicle capacity;
• extra child seats or booster seats not included in the original booking;
• extraordinary cleaning, repair, deodorizing, downtime, or biohazard remediation costs caused by passengers.

Any extra charge must be informed before collection whenever reasonably possible, except where immediate damage, contamination, or emergency operational cost is caused directly during the service.

Child seats and booster seats are subject to availability and may carry an extra fee if not expressly included in the original confirmation. The customer is responsible for informing us in advance if such equipment is required.

All passengers must use seat belts whenever available and must follow reasonable safety instructions from the driver.

We are not a medical transport provider. If a passenger experiences a health event during service, the driver may stop the service or seek emergency assistance where reasonably necessary for safety.

The vehicles assigned to our services operate with an insurance policy applicable to tourist ground transportation, subject in all cases to the terms, insured limits, exclusions, deductibles, endorsements, procedures, and conditions of the policy corresponding to the assigned vehicle.

Depending on the assigned unit and the policy in force, such coverage may include third-party liability, passenger liability, medical expenses for occupants, legal assistance, and roadside assistance.

In the event of an accident, road incident, or any insured event, passengers must reasonably cooperate with the driver, the insurer, the insurance adjuster, and the competent authorities. Except in cases where immediate emergency attention is required and cannot reasonably wait, it is important that passengers remain available until the insurance adjuster arrives, since the adjuster is the party who will evaluate the event and, where applicable under the policy, provide the corresponding medical referral or medical authorization documents required for covered attention.

Any medical attention, reimbursement, defense, assistance, or compensation related to the event shall be subject exclusively to the terms, limits, exclusions, and final determination of the insurance policy applicable to the assigned vehicle involved in the incident.

Passengers are responsible for their personal belongings at all times. Before leaving the vehicle, customers should verify that they have collected all luggage, electronics, phones, passports, wallets, and any other personal items.

We will make reasonable efforts to return found items if they can be identified, but the customer is responsible for any courier, shipping, handling, or delivery cost associated with returning forgotten property.

We are not responsible for items lost, stolen, mixed with another passenger’s belongings, misplaced, or forgotten after the customer leaves the vehicle, except where mandatory law provides otherwise.

If the customer cannot locate the representative or driver, needs immediate same-day operational assistance, or is experiencing an active pickup issue, the customer must contact us immediately through the phone number or WhatsApp number provided in the reservation confirmation or on the website.

For non-emergency complaints, billing questions, refund follow-up, or service-quality issues, customers should contact us as soon as possible after the service and preferably within 72 hours, attaching the reservation code and any relevant evidence. This recommendation is intended to facilitate review and does not waive mandatory consumer rights.

If the customer requires an invoice, the request must include the applicable tax information required by law. The invoice will be issued by the corresponding charging entity based on the payment actually received and on the legal tax data supplied by the customer.

To the fullest extent permitted by applicable law, liability shall be limited to direct damages proven to have been caused by willful misconduct or negligence directly related to the transportation service actually booked and paid.

We are not liable for indirect or consequential losses such as missed flights, missed ferries, missed hotel check-ins, or loss of enjoyment when such outcomes arise from events outside our reasonable control, inaccurate information provided by the customer, third-party disruptions, or force majeure events.

Nothing in these Terms shall be interpreted as a waiver of any non-waivable consumer right under applicable Mexican law. Where the law grants the consumer a remedy, refund, compensation, or minimum statutory protection, that legal right shall prevail.

These Terms and the services provided under them shall be governed by the applicable laws of the United Mexican States.

The parties will seek to resolve any disagreement first through direct communication in good faith. Without prejudice to the customer’s rights under consumer law, unresolved matters may be submitted to the competent authorities and courts in accordance with applicable law.

Reservations made through HolboxTransfers.com are commercially offered, coordinated, and administered by Cancun Cabs Agency S. de R.L. de C.V. as booking and customer service agency.

For airport-arrival services and any service requiring operational access to Cancun International Airport terminals, the transportation service may be physically operated by Cancun Airport Holbox Transfers S. de R.L., including access through applicable airport-entry procedures, permissions, and operational systems.

Card payments, payment links, onboard terminal charges, and PayPal charges may be processed by Cancun Airport Holbox Transfers S. de R.L. when applicable. The entity shown in the booking confirmation, payment request, charge receipt, invoice, payment link, or merchant descriptor shall be deemed the charging entity for that transaction.

Passengers must behave respectfully toward the driver, vehicle, staff, representatives, contractors, and any other passengers. We may refuse boarding, discontinue the service, or require a passenger to leave the vehicle, without refund, when the passenger is violent, abusive, threatening, harassing, intimidating, hostile, visibly intoxicated in a manner that creates a safety risk, or otherwise creates an unsafe or disruptive condition.

Any verbal or physical altercation, aggression, intimidation, harassment, threats, disorderly conduct, attempted fight, domestic dispute, or violent behavior by a passenger toward the driver, companions, representatives, staff members, contractors, or any member of the HolboxTransfers.com platform is strictly prohibited, whether the passenger is already inside the vehicle or has not yet boarded during pickup coordination, approach, verification, waiting, loading, or any other service-related interaction.

Passengers may not behave in a rude, arrogant, confrontational, or overbearing manner toward our personnel or service partners when such conduct disrupts the operation, threatens safety, invades personal dignity, or interferes with the orderly provision of the reserved service.

Photographing, recording, or otherwise capturing images of drivers, representatives, staff members, contractors, or platform personnel without their authorization is prohibited when done in a harassing, intimidating, hostile, or operationally disruptive manner, or when it invades personal privacy or dignity beyond what is reasonably necessary for ordinary service identification or legitimate evidence preservation in the event of an actual incident.

In any such case, and whenever reasonably necessary for safety, we may refuse boarding, suspend or terminate the service immediately, require the passenger to leave the vehicle at a safe and lawful location, request police or emergency assistance, and document the incident for legal, insurance, operational, or claims purposes.