We understand that travel plans can change unexpectedly. This policy is designed to be fair to both our customers and our operations team. Please read it carefully before booking.
1. Cancellation terms by booking type
Cancellation terms depend on the payment method used at the time of booking:
Full payment bookings
✓
24+ hours before pickup
Full refund minus the $20 USD non-refundable booking fee per transfer (round trip = $40 USD)
!
Less than 24 hours
50% refund of the total amount paid
✕
No-show (no notification)
No refund
$20 USD deposit bookings (per transfer)
!
24+ hours before pickup
Deposit forfeited. No additional charges for the remaining balance.
✕
Less than 24 hours
Deposit forfeited. No additional charges for the remaining balance.
✕
No-show (no notification)
Deposit forfeited + 50% of the remaining balance will be charged
2. The $20 USD booking fee (per transfer)
When you confirm a booking, our operations team:
— Blocks a driver for your specific time slot and route
— Begins monitoring your flight in real time
— Declines other booking requests for that same time slot
The $20 USD booking fee per transfer (round trip = $40 USD) covers these operational costs and is non-refundable under all circumstances, including in the case of airline-caused flight cancellations or emergencies.
3. Exceptions — No cancellation penalty
The following circumstances qualify for a full reschedule or refund without penalty (excluding the $20 booking fee for full-payment bookings):
Qualifying exceptions
✓
Airline-caused flight cancellation or rescheduling: If your flight is cancelled or significantly rescheduled by the airline (not by you), you may reschedule your transfer to any available date within 12 months at no extra charge, or receive a full refund if rescheduling is not possible. Documentary proof from the airline is required.
✓
Demonstrable family emergency: Death or serious illness of an immediate family member (spouse, parent, child, sibling) occurring within 7 days of the scheduled pickup. Documentation may be requested. Evaluated case by case by our management team.
✓
Natural disaster or government travel restriction: If a declared natural disaster, pandemic restriction, or official government travel ban prevents travel to or from Cancún, full refund or reschedule will be offered.
4. Flight delays
We monitor all booked flights automatically in real time. Flight delays are never a reason to cancel your booking.
If your flight is delayed:
- Your driver's pickup time is automatically adjusted
- No additional charges apply
- You do not need to contact us — we already know
- Your driver will be waiting for you when you exit customs, regardless of the delay duration
If your flight arrives significantly early, your driver will also be notified automatically and will adjust accordingly.
5. How to cancel or modify a booking
To cancel or modify your booking, contact our team via:
Please have your booking confirmation and the name used at the time of booking ready. Cancellation requests are processed during our operational hours. Cancellations received outside of operational hours will be timestamped by our messaging system and processed on the next business day.
The cancellation deadline is calculated from the scheduled pickup time, not from the time you send your cancellation request. We recommend cancelling as early as possible to ensure you fall within the 24-hour window.
6. Refund processing
Approved refunds are processed as follows:
- Online payments (Stripe): Refunded to the original payment method within 5–10 business days, depending on your card issuer
- Cash payments: Refundable amounts for cash-paid balances will be processed via bank transfer. Please provide your banking details when requesting a refund.
The booking fee deduction ($20 USD per transfer, $40 USD for round trips) is applied before processing any refund. Refunds are issued in USD. Exchange rate fluctuations for non-USD cardholders are the responsibility of the cardholder.
7. No-show policy
A "no-show" occurs when a passenger does not appear at the designated meeting point within 60 minutes of their flight's actual arrival time, without having contacted us or their assigned driver.
Before declaring a no-show, our driver will:
- Monitor the flight arrival in real time
- Wait at the designated meeting point for up to 60 minutes after the flight's actual arrival
- Attempt to contact the passenger via WhatsApp at the number provided at booking
If no contact is established after these steps, the booking is classified as a no-show and the applicable policy above applies.
If you encounter unexpected delays at customs or baggage claim, please contact your driver directly using the WhatsApp number provided 48 hours before your arrival.
8. Modifications to bookings
Modifications to an existing booking (change of destination, date, number of passengers) are subject to availability and may result in a price adjustment.
- Date changes: Free of charge with 24+ hours notice, subject to availability
- Destination changes: Price difference (if any) will be applied. If the new price is lower, the difference will be refunded minus the booking fee.
- Passenger count changes: If the change requires a different vehicle category, the price difference applies
- Last-minute modifications (less than 24 hours): Subject to driver and vehicle availability; additional charges may apply
9. Contact for cancellations and complaints
- Eduardo Sierra and Rodrigo Martínez
- R.E.T Pickups and Services SA de CV
- Paseos del Mar, supermanzana 251, manzana 106, lote 09, edificio S, número 302, Cancún, Quintana Roo, CP 77519, México
- Email: info@retpickups.com
- WhatsApp: +52 998 154 3416