Terms & conditions

In these Terms & Conditions, the following terms have the meanings set out below:

By accessing the Platform, making a Booking, or using any of our services, you confirm that you have read, understood, and agreed to these Terms & Conditions in full, as well as our Privacy Policy and Cookie Policy. If you do not agree with any part of these Terms, please do not use the Platform or make a Booking.

Acceptance via the clickwrap mechanism (checkbox) during the booking process constitutes a valid and binding expression of consent under applicable Mexican law.

Be Free Tours & Transfers provides private ground transfer services in van or suburban vehicles for individuals and groups of passengers, between Cancún International Airport (CUN), hotels, tourist areas, and destinations within the State of Quintana Roo — including but not limited to Cancún, Playa del Carmen, Tulum, and Holbox — as well as the State of Yucatán and intermediate destinations.

What is included in the Fare

• Door-to-door private transfer on the route specified in the Booking.
• Real-time flight monitoring for arrival transfers from Cancún Airport.
• Complimentary waiting time as specified in our Waiting Time Policy.
• Certified Driver.
• Air-conditioned vehicle with valid passenger insurance and SCT permit.

What is NOT included

• Driver gratuities (optional, at the passenger's discretion).
• Excess luggage that cannot be accommodated in the assigned vehicle (can be arranged at extra cost).
• Tolls, road fees, or destination parking, unless expressly stated in the Booking.
• Additional waiting time beyond the limits set in our Waiting Time Policy.
• Tour guide services, attraction visits, or any service other than the ground transfer itself.

Bookings can be made exclusively through the Platform (befreecancun.com) or via our WhatsApp Business channel. Phone or email bookings are possible but subject to availability and written confirmation.

To complete a Booking, you must provide: full name of the lead passenger, flight number (for airport transfers), exact date and time of the service, number of passengers and bags, full pick-up address or hotel name, destination, and contact email and WhatsApp number.

A Booking is only considered confirmed once Be Free Tours & Transfers issues a written Confirmation, which will occur within 30 minutes of successful payment during operating hours (06:00–22:00 CST). Bookings made outside these hours will be confirmed at the start of the next operating day.

All fares published on the Platform include applicable taxes and are displayed in USD, CAD, EUR, or MXN based on your selection. The applicable fare is the one in effect at the time of booking and is locked in upon Confirmation. Be Free Tours & Transfers reserves the right to adjust fares without prior notice, except for already-confirmed Bookings.

Accepted payment methods

• Visa, Mastercard, and American Express credit or debit cards (processed by Stripe — PCI-DSS certified).
• PayPal.
• Google Pay.
• Apple Pay.

Payment is processed in full at the time of booking. Be Free Tours & Transfers does not offer credit or deferred payment. The Booking is not confirmed until payment has been successfully processed.

For an official Mexican tax invoice (CFDI), you must request it during the booking process and provide your complete tax details (RFC or equivalent). CFDIs are issued within 5 business days following service delivery.

You may modify your Booking (date, time, destination, additional services, or number of passengers) independently, with at least 24 hours’ notice before the scheduled service. Modifications are subject to availability and may result in a difference in fare. To request a modification, contact us via reservations@befreecancun.com or WhatsApp, providing your Booking reference and the desired changes.

Cancellations and refunds are governed by our full Cancellation, Modification & Refund Policy. Summary:

See our full Cancellation Policy for complete windows and procedures.

Passenger obligations

• Be at the pick-up point at the time indicated in the Confirmation.
• Provide accurate and complete information when making the Booking.
• Notify us as early as possible of any flight or schedule changes.
• Treat the Driver and vehicle with respect and in accordance with basic conduct standards.
• Ensure the number of passengers and volume of luggage does not exceed the capacity of the booked vehicle.

Grounds for service refusal without refund

Be Free Tours & Transfers reserves the right to deny or discontinue the Service, without liability or refund, in the following cases:

• The passenger presents in a state of intoxication or under the influence of substances posing a risk to the Driver or other passengers.
• Violent, threatening, or offensive behavior that endangers the safety of the transfer.
• Attempt to transport illicit goods, unauthorized animals, or hazardous materials.
• Intentional damage to the vehicle during the transfer.

Be Free Tours & Transfers IS responsible for

• Providing the transfer service under the conditions agreed in the Confirmation.
• Maintaining valid passenger insurance for all occupants during the trip.
• Providing a vehicle in proper maintenance, hygiene, and safety condition.
• Assigning a Driver with a valid, current license and certification.

Be Free Tours & Transfers is NOT responsible for

• Flight delays, cancellations, or airline schedule changes.
• Traffic congestion, third-party accidents, road closures, weather events, or other circumstances beyond our control.
• Loss, damage, or theft of personal items, luggage, or valuables left in the vehicle.
• Indirect, incidental, or consequential damages arising from force majeure events.
• Passenger decisions that result in missed connections, appointments, or events, unless directly attributable to proven negligence by Be Free Tours & Transfers.

Be Free Tours & Transfers’ maximum liability for any claim arising from the Service shall not exceed the total Fare paid for the specific Booking subject to the claim.

All content on the Platform, including but not limited to text, images, logos, graphic design, website architecture, software, and source code, is the exclusive property of Caribbean Shuttle S.A. de C.V. or its licensors and is protected by applicable intellectual property laws. Reproduction, distribution, or use without prior written authorization from Be Free Tours & Transfers is expressly prohibited.

You agree to use the Platform only for its intended purposes. The following activities are expressly prohibited:

• Making false, fraudulent, or inaccurate bookings.
• Attempting to access restricted areas of the system or manipulate the booking process.
• Posting, transmitting, or storing any illegal, defamatory, or offensive content.
• Using automated systems (bots, scrapers) to access the Platform without prior authorization.
• Reselling or commercializing Bookings without express written authorization from Be Free Tours & Transfers.

These Terms & Conditions are governed exclusively by the laws of the United Mexican States. For any dispute arising from the interpretation, breach, or enforcement of these Terms, both parties expressly submit to the jurisdiction of the federal and state courts located in Cancún, Quintana Roo, Mexico, waiving any other jurisdiction to which they may be entitled by reason of their present or future domiciles.

Before initiating any formal proceeding, both parties commit to attempting an amicable resolution. You may submit a complaint through:

• Email: reservations@befreecancun.com — response within 5 business days.
• WhatsApp: +52 998 191 6871 — response within 24 hours on business days.
• PROFECO (Mexico's Federal Consumer Protection Agency): www.profeco.gob.mx, if the matter is not resolved directly with Be Free Tours & Transfers.

Be Free Tours & Transfers reserves the right to modify these Terms & Conditions at any time. Updates will be posted on the Platform with an updated effective date. For material changes, registered users will be notified by email at least 15 days before the changes take effect. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.

Caribbean Shuttle S.A. de C.V.

Cancún, Quintana Roo, Mexico

Bookings: reservations@befreecancun.com · WhatsApp: +52 998 191 6871

Support & complaints: hello@befreecancun.com

Operating hours: Monday to Sunday, 06:00–22:00 hrs (Central Mexico Time, CST/CDT)