Terms and Conditions

1. The service

Transportadora GARF, S. de R.L. de C.V. (tax ID TGA180613LZ8), trading as Qwantour, located in Cancún, Quintana Roo, Mexico, provides private ground transportation services for tourists: transfers between Cancun International Airport and Riviera Maya destinations (Cancun, Puerto Morelos, Playa del Carmen, Akumal and Tulum, among others), as well as transfers between hotels and other points in the region.

The service is private: the vehicle and driver are exclusively for you and your companions during the contracted trip. By booking, you accept these terms and conditions, together with our Privacy Notice and Cancellation Policy.

2. Booking and confirmation

You can book through our website, via WhatsApp at +52 998 423 3540 or by email at reservas@qwantour.com. To process your booking we need: full name, a means of contact, date and time of service, origin and destination, number of passengers and, for airport transfers, your flight details.

Your booking is confirmed when you receive our confirmation with a unique reference starting with QW- (for example, QW-A1B2C3). Keep that reference: you will need it for any change, cancellation or inquiry. If you do not receive the confirmation, the booking is not guaranteed; write to us to verify it.

3. Prices

All prices are per vehicle and per trip, not per person, and include applicable taxes. The reference currency is the US dollar (USD); as a courtesy we also display the approximate equivalent in Mexican pesos (MXN), calculated with a reference exchange rate.

The price applicable to your service is the one stated in your booking confirmation. If you pay in MXN, the amount will be calculated at the current exchange rate indicated at the time of payment. The price includes the contracted trip, the driver, fuel, tolls and the waiting time described in these terms.

The amount in your confirmation is the total for the service: there is nothing to pay on board. The driver is not authorised to charge you any amount, for any reason. If anyone asks you for money during the transfer, do not pay it and tell us straight away on WhatsApp.

4. Payment methods

Payment is always arranged with Qwantour, never with the driver. Our drivers do not handle money and are not authorised to take payment of any kind: do not bring cash to pay them.

Once your booking is confirmed, we contact you on WhatsApp or by email to agree how and when you pay, always before the service. Any amount you pay will be recorded against your QW- reference.

Online card payment is coming soon. When available, your card details will be processed directly by the bank's gateway; Qwantour never sees or stores card numbers. The charge will be made in Mexican pesos.

No advance payment or deposit is required to confirm your booking: the QW- reference is issued before any payment, unless expressly stated otherwise in your confirmation (for example, for special services or large groups).

5. Included waiting time

For international arrivals at the airport, your fare includes up to 60 minutes of waiting time counted from the actual landing of your flight, so you have time to clear immigration, collect your luggage and pass customs without rushing.

For all other services (departures to the airport, hotel-to-hotel transfers and other trips), the fare includes up to 15 minutes of waiting time from the agreed pickup time.

If you expect a longer delay, let us know via WhatsApp as soon as possible: we will do our best to wait for you, subject to vehicle availability. Once the included waiting time has elapsed with no news from you and no way to reach you, the service may be treated as a no-show under our Cancellation Policy.

6. Flight monitoring

When you provide us with your flight number correctly, we monitor its status in real time. If your flight is delayed, we adjust the pickup time at no additional cost; if it arrives early, we will do our best to move the pickup up as well.

This monitoring is only possible if the flight number and date you gave us are correct. If your flight changes (number, date or airport), it is your responsibility to inform us as soon as possible via WhatsApp or email.

7. Passenger responsibility

For the service to go smoothly we need your cooperation: provide correct and complete flight details, dates, times and pickup points; stay reachable through the contact details you gave us on the day of service; and be on time at the meeting point indicated in your confirmation.

Qwantour will not be liable for delays, missed flights or failed services caused by incorrect or incomplete information provided by the passenger, or by the impossibility of reaching you on the day of service.

We recommend scheduling your pickup to the airport at least 3 hours before international flights and 2 hours before domestic flights, taking local traffic into account. We can suggest a time, but the final decision on the departure time is yours.

8. Luggage

The fare includes standard travel luggage: as a reference, one large suitcase and one carry-on item per passenger, according to the capacity of the booked vehicle.

If you travel with bulky or special luggage (surfboards, bicycles, golf or diving equipment, wheelchairs, large strollers, etc.), let us know when booking so we can assign a suitable vehicle. Undeclared luggage exceeding the vehicle's capacity may require an additional vehicle at extra cost or may not be transportable.

Each passenger is responsible for their belongings. We recommend checking the vehicle before getting out; if you forget an item, contact us immediately and we will do our best to recover it, without being able to guarantee it.

9. Minors and child seats

Minors must always travel accompanied by a responsible adult. All passengers, including minors, count as occupants for the purposes of vehicle capacity.

We provide child seats and boosters at no additional cost, upon request at the time of booking and subject to availability. Tell us the approximate age and weight of each child so we can assign the right seat.

For safety reasons, the driver may refuse to start the trip if a minor cannot travel properly secured in accordance with applicable regulations.

10. Conduct on board

For everyone's safety: seat belts must be worn throughout the trip; smoking and the use of illegal substances inside the vehicle are prohibited; and it is not permitted to distract the driver or demand maneuvers contrary to the law or road safety.

The driver may refuse or interrupt the service, with no right to a refund, in the event of aggressive, dangerous or illegal behavior by passengers. Damage caused to the vehicle by a passenger will be that passenger's responsibility.

11. Limitation of liability

Qwantour will provide the service with due diligence, with licensed drivers and vehicles insured in accordance with the regulations applicable to tourist transportation in Mexico.

We will not be liable for delays or failures caused by acts of God or force majeure: weather events, hurricanes, blockades, demonstrations, third-party accidents, road closures, government orders or other circumstances beyond our reasonable control. In such cases we will always seek the best available alternative (rescheduling, a substitute vehicle or a refund, as appropriate).

Our total liability to the passenger for a service will be limited, to the extent permitted by law, to the amount actually paid for that service. Nothing in these terms limits the non-waivable rights granted to you by Mexico's Federal Consumer Protection Law.

12. Governing law and jurisdiction

These terms are governed by the laws of the United Mexican States. For any dispute, the parties submit to the jurisdiction of the authorities and courts of the State of Quintana Roo, Mexico, without prejudice to the rights you may exercise as a consumer before the Federal Consumer Protection Agency (PROFECO).

If you have any questions about these terms, write to us at reservas@qwantour.com or via WhatsApp at +52 998 423 3540: we prefer to resolve any issue directly with you and in good faith.