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Terms and Conditions

  1. By purchasing our services regardless of the method of payment or currency, all customers are subject to the following terms and conditions. By agreeing to these terms, the customer acknowledges and agrees to be bound by the conditions of use as listed below and confirms that the information in the service ticket is accurate.
  2. Derived from the fulfillment of our service, Ofir Tours S.A. de C.V. (Flexshuttle - “the company”) agrees to refund the full fare as originally paid for the return trip if the services are not provided in time, place and form as stated on the ticket provided by the company.
  3. In case of circumstances beyond the company’s liability, such as heavy traffic, severe weather, or closure of roads, the customer agrees to wait a maximum of 20 minutes after the pick-up time set on the ticket. Once the waiting time has elapsed, the customer can claim for a non-provided service.
  4. Taken trip is non-refundable.
  5. The person whose name is stated on the ticket is the only one allowed to request any information, clarification, and reimbursement.
  6. For any question, information, or clarification about the service agreed, the customer must provide the original ticket without alterations or marks and with the ticket number clearly legible.
  7. All our services include complimentary waiting time of 15 minutes at the destination stated on the ticket. Once the waiting time has elapsed, the driver will leave the place of pick-up. Under these conditions, the clauses of refund will have no effect.
  8. For any pick-up service at a hotel, the customer shall first complete their check-out and be ready at the lobby at the scheduled pick-up time.
  9. For any pick-up at the customer’s address, the customer must provide the exact address where the pick-up will take place. The customer shall confirm the pick-up time, date, and address at least 24 hours before the service. If no confirmation is made within this period, the service will be considered as a Type C cancellation without any responsibility of the company.
  10. In case of cancellations:
    • Type A: Cancellation request made more than 36 hours prior to pick-up time as stated on the ticket will be refunded without cancellation fees.
    • Type B: Cancellation request made within 24 to 36 hours prior to pick-up time as stated on the ticket is subject to a 20% penalty on the total amount paid for the service.
    • Type C: Non-refundable cancellation: cancellation within 24 hours or less prior to pick-up time as stated on the ticket is non-refundable. The company accepts no responsibility in this regard.
  11. In case of any refund, the customer will receive the money via bank transfer. The amount will depend on the reason for the complaint and is subject to analysis and authorization by the corresponding staff.
  12. Any clarification, claim, or request for reimbursement related to payments made with credit, debit card, or cash, must be requested exclusively at facturacioncun@flexshuttlecab.com. All requests will be processed during working hours (Monday to Friday, from 9 am to 4 pm). After this schedule, they will be processed on the next working day.
  13. To request a refund of any form of payment, amount, or destination, the customer must present their ID via email.
  14. All card or cash reimbursement authorizations start with the customer’s email request. The customer must print, sign, and send a scanned letter of authorization of reimbursement with their ID picture. The refund via bank transfer could be effective at least 4 weeks after the documentation is received.
  15. To request an invoice for the purchase, the customer must send an email within the next 3 days to facturacioncun@flexshuttlecab.com including the following: ticket number, federal taxpayer identification number, full name of the natural or legal person, place and date of the issue, total amount in the ticket, currency, method of payment, invoice address (city, state, country, and zip code), and contact telephone number. Invoices will be sent within the next 2 working days to the customer’s email address.
  16. The company reserves the right (and delegates to its drivers and appointed agents the right) to refuse to carry or refund any person who is thought to be under the influence of alcohol or illegal drugs and/or whose behavior is considered to pose a threat to the driver, the vehicle, other passenger(s), staff, or working tools. In view of the above, and in accordance with Article 58, paragraph 2 of the Mexican Federal Consumer Protection Law.