Platform terms for travelers and providers

2. Nature of the platform

My Tulum Airport Transportation operates as a digital platform for searching, comparing, promoting, assigning and managing private transportation requests for travelers.

The platform may display provider profiles, routes, base or estimated prices, reviews, vehicle information and contact options to help travelers compare available transportation alternatives.

Requests generated through the platform may be sent to the provider displayed or selected by the user, or may be managed directly by the platform, its administrative team, a related brand, an allied provider, drivers, operational teams or designated logistics partners.

The assignment of a request may depend on internal operating rules, availability, quality control, commercial agreements, campaigns, service capacity, destination zones or administrative criteria of the platform.

The platform may participate commercially in the generation, follow-up, promotion, assignment and closing of transportation requests, and may receive commissions, percentages, service fees, provider payments or income derived from bookings, quote requests or services generated through the website.

When a service is confirmed directly by an independent provider, that provider is responsible for confirming availability, final price, vehicle, schedule, payment conditions and delivery of the agreed service. When a service is managed directly by the platform or by a team designated by the platform, the final confirmation will indicate the applicable service conditions for the traveler.

3. Search, quote and booking process

Travelers may search transportation options by destination, hotel, zone, airport route or other available filters.

After reviewing providers, prices, vehicles, included services and available information, the traveler may submit a quote or booking request through the platform.

The request may be handled by the displayed or selected provider, by the platform, by a related brand, by an allied provider or by a designated operational team, depending on internal assignment rules, availability and operation.

The party handling the request may contact the traveler directly to confirm availability, final price, route, schedule, service conditions, payment method and any additional requirements.

A booking is considered confirmed only when the traveler and the party handling the request agree on the final service details and payment conditions.

4. Prices shown on the platform

Prices displayed on the platform may be shown as base prices, estimated prices or “from” prices. They are not always final or all-inclusive prices.

The final price may vary depending on the provider, platform assignment, availability, route, date, time, vehicle type, number of passengers, luggage, additional stops, drinks on board, amenities, child seats, taxes, operational charges, special requests or other extras selected by the traveler.

Before confirming a booking or making any payment, the traveler must verify the final amount, service details and included items with the provider, platform team or party handling the request.

If online payment tools are enabled in the future, the traveler must review the final checkout amount, including any taxes, extras, amenities, additional stops, child seats, service charges or specific operational charges before confirming payment.

5. Payments, commissions and future payment tools

At this stage, payment methods and payment conditions may be confirmed by the transportation provider, by the platform or by the party handling the request. Depending on the case, payment may be online, partial, by deposit, in cash, by card or upon boarding.

The platform may receive commissions, service fees, participation fees, provider payments, percentages or income derived from bookings, quote requests or services generated through the website.

In the future, the platform may integrate online payments, partial payments, alternative payment methods, coupons, promotions, discounts, digital wallets, cryptocurrency payments or other payment tools.

If payment tools are implemented, additional conditions may apply and will be shown before the user completes the payment.

6. Responsibilities of providers, assigned teams and operators

When a request is handled by an independent transportation provider, that provider is responsible for confirming availability, final price, assigned vehicle, pickup details, route, payment method, service conditions and any extra services requested by the traveler.

When a request is handled directly by the platform, a related brand, an allied provider or a designated operational team, the party confirming the service will be responsible for coordinating the agreed transportation service under the conditions confirmed with the traveler.

Providers or assigned operators may share strictly necessary trip information with drivers, coordinators, operational staff, logistics partners or support providers when required to perform the requested service.

Each provider, operator or assigned team is responsible for complying with the operational, administrative, tax, transportation, insurance and customer service obligations that may apply to its activity.

7. Vehicles and equivalent units

Vehicle images, models or descriptions shown on the platform may be representative and may vary depending on availability.

A provider, platform team or assigned operator may assign a different vehicle when operationally necessary, provided that the assigned unit is in good condition and respects the passenger capacity, luggage capacity, safety conditions and service level agreed with the traveler.

If a specific vehicle category, amenity or condition is essential for the traveler, it must be confirmed directly with the provider, platform team or party handling the request before closing the booking.

8. Changes, cancellations and refunds

Changes, cancellations, deposits, no-shows and refunds may depend on the selected provider, assigned operator, route, service date, time, type of service and conditions confirmed at the time of booking.

The platform may publish a separate cancellation policy. In case of conflict between these general terms and a specific cancellation policy published on the website, the specific cancellation policy will apply to that matter.

When the booking is handled directly by a provider, that provider is responsible for informing and applying its applicable cancellation, change or refund conditions. When the booking is handled by the platform or an assigned team, the applicable conditions will be those confirmed during the booking process.

9. Quality control and service reports

If a provider, assigned operator or operational team charges more than agreed, fails to provide the service, sends an unsuitable vehicle, does not respect the agreed conditions, provides poor treatment or creates a negative travel experience, the traveler may contact the platform to report the situation.

The platform may review the report, request evidence, contact the provider or assigned operator and apply internal quality measures when appropriate.

Internal measures may include warnings, quality scoring, reduced visibility, temporary suspension, reassignment of requests or removal of the provider from the platform.

The platform may review service reports at its discretion. The operational responsibility for each service will depend on who confirmed and performed the service.

10. User obligations

Users must provide accurate, complete and truthful information when submitting requests or contacting providers.

Users must not use the platform for fraudulent requests, false bookings, spam, unauthorized commercial scraping, identity impersonation, illegal activity or attempts to damage, overload or access restricted areas of the website.

The platform may restrict, block or ignore requests that appear suspicious, fraudulent, abusive or inconsistent with these terms.

11. Platform content and provider information

Provider profiles, prices, services, reviews, images, vehicle information and availability may be provided directly by providers, assigned operators or collected from external sources when applicable.

The platform may update, moderate, organize, correct or remove information when necessary to improve accuracy, quality, safety or user experience.

Although the platform seeks to keep information useful and updated, final availability, service details and pricing must be confirmed with the provider, platform team or party handling the request.

12. Intellectual property

The website design, structure, code, texts, database organization, platform logic, trademarks, logos, visual elements and original content belong to the platform, its owners or authorized licensors.

Users and providers may not copy, reproduce, extract, scrape, resell, modify or exploit the platform, its content, listings, structure or database without prior authorization.

Provider logos, images, trademarks and business information remain associated with their respective owners and may be displayed for identification, listing and promotional purposes within the platform.

13. Electronic communications

The user accepts that forms, emails, WhatsApp messages, digital confirmations and other electronic communications may be used to manage requests, follow-ups, confirmations, service details, reports and commercial communications.

The user is responsible for verifying that the contact information provided is correct and available for communication with the provider, platform team or party handling the request.

14. Limitation of platform responsibility

The platform facilitates and may manage the search, comparison, assignment, follow-up and commercial handling of transportation requests. However, the operational responsibility for each service depends on the provider, assigned operator, related brand or platform team that confirms and performs the service.

The platform is not responsible for flight delays, traffic, weather, road closures, force majeure events, inaccurate information provided by the user or circumstances outside the platform’s reasonable control.

When the service is confirmed and handled directly by the platform or by a team designated by the platform, the applicable service conditions will be those expressly confirmed to the traveler during the booking process.

The platform may review service reports and apply internal quality measures regarding listed providers or assigned operators when appropriate.

15. Privacy and personal data

The processing of personal data is governed by the Privacy Policy published on this website.

By submitting a quote request or contacting a provider through the platform, the user acknowledges that the necessary data may be shared with the selected provider, platform administrative team, related brand, allied provider or assigned operator to process the request, confirm the service and coordinate the transportation.

16. Changes to these terms

The platform may update these Terms and Conditions from time to time. Changes will be published on this page and will become effective once available through the website.

Continued use of the platform after changes are published implies acceptance of the updated terms.