Terms and Conditions

1. The service

Transportadora GARF, S. de R.L. de C.V. (tax ID TGA180613LZ8), trading as Qwantour, is located at Insurgentes Alfredo V. Bonfil, Manzana 265, Lote 1, Supermanzana 307, Casa La Ceiba, C.P. 77500, Benito Juárez, Quintana Roo, Mexico, and 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 booking@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.

A QW- reference identifies your request; it is not, by itself, proof of payment or service confirmation. For card bookings, we verify approval of the charge before confirming the booking. For arranged payments, our team confirms availability and agrees payment before the transfer. Check your booking status and receipt; contact us if it is pending, declined or no confirmation arrives.

3. Prices

Prices cover the selected vehicle and journeys and include applicable taxes. You can view prices in MXN or USD; USD amounts are references calculated using the displayed exchange rate. The summary details the service and selected extras before booking.

Card payments are charged in MXN for the exact total shown before authorization. If your account uses another currency, your issuing bank applies its conversion and any fees; your statement may differ from the USD reference. The price includes the driver, fuel, tolls and stated waiting time.

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.

Available methods are shown when booking. When card payment is enabled, Openpay, S.A. de C.V. processes the payment; authorization also depends on the issuing bank. If this option is unavailable, we arrange payment with you through our official channels before the service.

You authorize one payment for the booking at the MXN total displayed before submission. This is not a subscription and does not authorize recurring charges. You must be the cardholder or authorized to use the card.

Qwantour is responsible for the transfer, customer support, cancellations, applicable refunds and invoicing. Openpay processes payments; it does not provide transportation. Request payment assistance or an invoice at booking@qwantour.com with your QW- reference.

5. Payment security and use of Openpay

The form uses Openpay.js to send card details directly from your browser to Openpay over an encrypted HTTPS connection and receive a token. Our servers do not receive or store the full card number or CVV. We retain the reference, amount, status and transaction information needed to manage and verify the payment.

We request 3-D Secure authentication. Your issuing bank may ask for a code or another check in its own environment; payment is confirmed through a server-to-server check with Openpay. Returning to our website or closing the bank screen is not proof that payment was approved.

Openpay uses technical device and transaction data to prevent fraud. Its security information describes its PCI DSS certification; this certification belongs to Openpay and is not a certification of Qwantour. No mechanism eliminates every risk.

Do not send full card numbers, CVV, passwords or authentication codes through WhatsApp, email or chat. For an unrecognized or duplicate charge, contact your bank and Qwantour with the reference, date and amount. This does not restrict your right to dispute a payment or make a complaint.

• Openpay security
• Openpay privacy notice

6. 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.

7. 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.

8. 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.

9. 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.

10. 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 offer child seats and boosters at no cost, subject to availability. Select them when booking to reserve them, and 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.

11. 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.

12. 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.

13. 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 booking@qwantour.com or via WhatsApp at +52 998 423 3540: we prefer to resolve any issue directly with you and in good faith.