Terms & conditions

1.Who provides the service

Ground transportation is provided by AT TRANSFERS & TOURS, trading as All Transfers, Mexican tax ID (RFC) ATA230316JG1, with its registered address at Isla Capri, Manzana 100 Lote 3, Edificio K, SM 251/201, Paseos del Mar, C.P. 77519, Cancún, Benito Juárez, Quintana Roo, México.

We are registered with the Mexican tax authority (SAT) under the Simplified Trust Regime (RESICO), regime code 626.

You can reach us at hello@alltransfers.mx or on +52 998 385 9884 — the same number we answer on WhatsApp.

These terms, together with the cancellation policy and the privacy notice, form the whole agreement between you and us. Completing a booking confirms you have read and accepted them.

2.What your transfer includes

You are booking a whole private vehicle, not a seat. Nobody else rides with you, and the price is per vehicle whether one person travels or ten, within the capacity limit.

• Meet and greet. Your driver waits outside the terminal holding a sign with your name.
• Flight tracking. We follow your flight and move the pickup time if it is delayed, at no charge.
• Taxes and tolls. The published price already covers them. Nothing is collected on arrival.
• Infant and booster seats, free on request, as long as you tell us the ages when you book.
• Bottled water and air conditioning in every vehicle.

The private Van seats up to 10 passengers and the Elite SUV (Chevrolet Suburban) up to 6. Infants and children count as passengers because they occupy a seat. Luggage is estimated at one checked bag plus one carry-on per person; if you travel with golf clubs, a stroller, a board or a wheelchair, tell us in advance so we assign the right vehicle.

The price does not include the Quintana Roo state tourism tax (about 285 pesos per foreign visitor), which is paid online to the state government and is not collected by us. Tips are voluntary and never added to your bill.

3.Bookings and confirmation

A booking exists once you receive our confirmation email with your reference. Before that, no vehicle is held for you.

We need accurate details to reach you: flight number, date and time, exact hotel or address, and a phone number with WhatsApp. If any of them is wrong and we cannot pick you up because of it, the transfer counts as a no-show (see the cancellation policy).

Please book at least 24 hours ahead. We may accept last-minute bookings subject to availability, but we cannot guarantee them.

4.Prices, currency and payment

Prices are published in US dollars (USD) per vehicle and are one-way unless the fare says “round trip”.

The charge is made in Mexican pesos: our Mexican payment processor cannot settle in dollars. We convert at a rate we set — currently 19.50 MXN per US dollar — and show you the exact peso amount before you confirm. That is the amount that will appear on your statement. If your card is in another currency, your own bank will apply its exchange rate on top, which we do not control.

Payment is 100% at booking. Your driver collects no balance.

Payments are processed by Mercado Pago. Your card details are entered into fields hosted by them and travel encrypted to their platform — they never pass through our servers. You may split the charge into up to 12 instalments where your bank allows it; any interest is your bank’s, not ours. The charge appears on your statement as ALLTRANSFER.

Need a Mexican tax invoice (CFDI)? Request it within the same calendar month as your trip by emailing hello@alltransfers.mx with your reference and your full tax details: RFC, registered name, tax postcode, tax regime and CFDI use. Once that month closes we can no longer invoice the charge.

5.Pickup, waiting time and no-shows

At Cancún airport your driver waits outside the terminal with a sign; we send you the exact meeting point before you land. We include 90 minutes of free waiting, counted from your flight’s scheduled bag-delivery time. If the flight is delayed, that clock moves with it — we track the flight and adjust it ourselves.

For hotel or address pickups, please be at the agreed point at the agreed time. On arrival your driver calls you and messages you on WhatsApp. If we cannot reach you and the vehicle has to leave, the trip is treated as a no-show.

A no-show — not turning up at the meeting point, not telling us about a flight change, or giving us wrong contact details — is not refunded. Message us on WhatsApp before that happens and we can almost always sort it out.

6.Changes to your booking

Changes to the date, time, flight, hotel or passenger count are free as long as you tell us at least 24 hours ahead and there is availability. Message us on WhatsApp or email hello@alltransfers.mx with your reference.

If the change means a longer route or a larger vehicle, the fare difference is charged. If it means a shorter route or a smaller vehicle, we refund the difference.

A change is not a cancellation: if you end up not travelling, the cancellation policy applies.

7.During the ride

• Seat belts are mandatory for every occupant, including in the back row.
• Children must travel in the seat or booster appropriate for their age and size. If you did not tell us and we cannot fit one, the driver cannot start the trip.
• No smoking, vaping or illegal substances inside the vehicle.
• You are responsible for any damage, or for extraordinary cleaning, caused by you or your group.
• The driver may stop or end the trip if a passenger’s behaviour puts safety at risk, or if items prohibited by law are being carried. No refund applies in that case.

The driver chooses the route based on road conditions. Extra stops that are not part of your booking — a supermarket, another hotel — must be agreed in advance and may carry a charge.

8.Delays, disruption and liability

We operate vehicles with federal plates, current inspection and traveller insurance. The transfer times we publish are good-faith estimates, not commitments: Highway 307 and Hotel Zone traffic are unpredictable.

We are not liable for failures caused by events outside our reasonable control — hurricanes and severe weather, roadblocks or road closures, third-party accidents, government orders, or airport or airline failures. When that happens we will do everything we can to re-accommodate you, and if the transfer cannot be provided at all we refund it in full.

Our liability to you is limited in all cases to the amount paid for the affected transfer. Please check you leave nothing behind: we keep items found in a vehicle for 30 calendar days and will help you get them back, though shipping is at your cost.

9.Personal data

We handle your data as described in our privacy notice, under Mexico’s Federal Law on Protection of Personal Data Held by Private Parties.

10.Changes to these terms

We may update these terms. The version that applies to your trip is the one published on this page on the day you booked; the last-updated date is always shown above.

11.Governing law

This agreement is governed by the laws of the United Mexican States. Any dispute is submitted to the courts of Cancún, Quintana Roo, without prejudice to the rights granted to you by the Federal Consumer Protection Law or your ability to approach PROFECO.