Skip to content
Last updated: September 22, 2026
These Terms & Conditions govern transportation services provided by JRB Private Transfers. By requesting, confirming, booking, or paying for a service, the customer acknowledges and agrees to the applicable conditions described below.
1. Transportation Services
JRB Private Transfers provides private transportation services in Cancun, the Riviera Maya, and related destinations.
Service availability, vehicle assignment, schedules, routes, and other transportation details are subject to confirmation by JRB Private Transfers.
A quote request does not by itself constitute a confirmed reservation.
2. Quotes and Reservations
To request or confirm a service, the customer must provide the information reasonably required to coordinate the transportation, including when applicable:
- Passenger name
- Telephone number and email address
- Service date and time
- Pickup location
- Destination
- Number of passengers
- Flight information
- Luggage and special items
- Additional transportation requirements
A reservation is considered confirmed once JRB Private Transfers has accepted the service and the applicable payment requirements have been fulfilled.
3. Pricing
The applicable fare will be communicated before the reservation is confirmed.
Rates may vary depending on the route, date, vehicle category, number of passengers, availability, additional stops, waiting time, and other requirements of the requested service.
Once a reservation is confirmed, the agreed fare applies to the transportation details originally provided by the customer.
Changes requested after confirmation may result in additional charges or fare adjustments.
4. Payment and Reservation Confirmation
Payments must be made through payment channels officially authorized by JRB Private Transfers, including credit or debit card, bank transfer, or authorized payment links.
Reservations completed through the online booking system will generally require payment before confirmation.
For reservations arranged directly with JRB Private Transfers, alternative payment arrangements may be accepted when expressly agreed in advance.
Bank fees, foreign exchange charges, currency conversion costs, or exchange-rate variations imposed by the customer’s bank or card issuer are the responsibility of the customer.
Online card payments may be processed through authorized payment providers such as Stripe. JRB Private Transfers does not directly store complete credit or debit card information processed through those providers.
In the event of a payment dispute or chargeback, JRB Private Transfers may provide the payment processor or financial institution with relevant documentation, including booking confirmations, accepted terms, communications, operational records, service times, location information, and other available evidence relating to the reservation.
5. Cancellations, Refunds and No Show
Cancellations requested 24 hours or more before the scheduled pickup time are eligible for a refund of the applicable amount paid.
Cancellations made less than 24 hours before the scheduled pickup time are considered late cancellations and are non-refundable.
A reservation may be considered a No Show when the passenger:
- Does not appear within the applicable waiting period.
- Cannot be reached after the contact protocol has been completed.
- Provides incorrect or incomplete information that prevents the service from being performed.
Services declared as No Show are non-refundable.
When a refund is applicable, JRB Private Transfers will generally process it through the original payment method whenever possible.
Internal refund processing may take approximately 3 to 5 business days. Additional processing time required by the customer’s bank, card issuer, or financial institution is outside the control of JRB Private Transfers.
6. Reservation Changes and Modifications
Pickup Time Changes
Pickup time changes requested at least 4 hours in advance are subject to availability.
Changes requested less than 4 hours but at least 2 hours before the originally scheduled pickup time will incur a $400 MXN late-change fee, provided the new schedule can be accommodated.
Requests made less than 2 hours before pickup may not be accepted. If the requested modification cannot be accommodated, the original reservation will remain subject to its existing conditions and may be non-refundable.
Date Changes
- More than 24 hours in advance: no rescheduling fee, subject to availability and any applicable fare difference.
- Between 4 and 24 hours in advance: a $500 MXN rescheduling fee applies.
- Less than 4 hours in advance: date changes are not permitted and the original reservation will be treated as a non-refundable late cancellation.
Destination Changes Before the Service
Hotel, zone, or destination changes should preferably be communicated at least 12 hours in advance.
If the new destination has a higher applicable fare, the customer must pay the difference before the service begins.
Requests made less than 12 hours in advance are subject to operational availability and may be declined when they interfere with vehicle scheduling or subsequent services.
Changes During the Service
Any detour, intermediate stop, or final destination change must be authorized by JRB Private Transfers.
Additional stops will carry a minimum charge of $400 MXN per stop, plus any applicable fare difference.
Drivers are not authorized to independently modify the booked route without approval.
7. Punctuality, Waiting Times and Contact Protocol
JRB Private Transfers will make reasonable efforts to have the assigned vehicle arrive at the scheduled time.
Traffic, accidents, road closures, or other circumstances outside our reasonable control may result in a delay of up to approximately 15 minutes.
When a longer delay is anticipated, reasonable efforts will be made to keep the customer informed.
Airport Arrivals
Waiting time begins from the actual flight landing time:
- Domestic flights: up to 60 minutes
- International flights: up to 90 minutes
Flight delays will not automatically be considered a No Show when the customer has provided a valid flight number that allows the arrival to be monitored.
After the complimentary waiting period, additional waiting time is subject to operational availability and will be charged at $400 MXN per hour, which may be prorated in 30-minute periods:
- 30 additional minutes: $200 MXN
- 60 additional minutes: $400 MXN
Hotels, Residences and Other Pickup Locations
The maximum complimentary waiting period is 15 minutes after the scheduled pickup time.
Contact Protocol
The customer must provide a valid and accessible telephone number, preferably one capable of receiving calls and WhatsApp messages.
Before withdrawing the vehicle due to the passenger’s absence, JRB Private Transfers will make reasonable efforts to complete at least:
- Two telephone calls
- One WhatsApp message or SMS
If the passenger does not appear and cannot be contacted, the vehicle may leave and the reservation may be considered a No Show.
8. Flights and Airport Arrivals
Customers are responsible for providing the correct flight number corresponding to their actual arrival or departure, as applicable.
JRB Private Transfers may use this information to monitor changes to the expected flight schedule.
Normal flight delays do not automatically cancel the transportation service.
Flight cancellations, airport changes, significant itinerary changes, or other circumstances affecting the transportation should be communicated as soon as reasonably possible.
9. Luggage, Valuables and Special Items
Each passenger may travel with 1 standard suitcase weighing up to 23 kg and 1 personal item or carry-on item, subject to the capacity of the reserved vehicle.
The Suitcases field in the online booking system refers to standard-size luggage.
Additional or oversized luggage, strollers, bicycles, surfboards, golf bags, musical instruments, or other special items may require a larger vehicle category.
Special items must be disclosed before the reservation is confirmed.
Money, jewelry, passports, documents, electronic devices, and other valuables must remain under the passenger’s custody and supervision.
If personal belongings are left inside a vehicle, JRB Private Transfers will make reasonable efforts to locate them.
Delivery of a recovered item to a hotel or location within our normal operating area will carry a $400 MXN delivery fee. Other locations may be quoted separately.
Pets may travel only in private transportation services, subject to prior notice, and must travel in an appropriate and secure pet carrier.
10. Minors and Child Seats
All minors must travel accompanied by a parent, legal guardian, or responsible adult.
JRB Private Transfers does not provide transportation for unaccompanied minors.
Child seats must be requested at the time of booking. The child’s age and, when possible, approximate weight should be provided.
Child seats are provided at no additional charge, subject to availability and prior request.
If the combination of passengers, luggage, and child seats exceeds the safe capacity of the reserved vehicle, a larger vehicle category may be required and the corresponding fare difference may apply.
Child seats that were not requested in advance cannot be guaranteed at the time of service.
11. Passenger Conduct, Restrictions, Cleaning and Vehicle Damage
JRB Private Transfers may refuse to begin or may terminate a service when a passenger’s behavior presents a safety risk to the driver, other passengers, third parties, or the vehicle.
This includes aggressive, violent, threatening behavior or a level of intoxication that makes safe transportation impractical.
Smoking, vaping, and the use of electronic cigarettes are prohibited inside all vehicles.
Alcohol consumption inside the vehicle is not permitted unless expressly authorized in advance by JRB Private Transfers.
The booking holder is financially responsible for extraordinary cleaning or damage caused by the passenger or other members of the reservation.
Applicable charges may include:
- Extraordinary dirt, spilled food or drinks, mud, or excessive sand: from $1,500 MXN
- Biological incidents requiring deep cleaning and disinfection, including vomit or urine: $3,000 MXN
- Physical vehicle damage: the applicable repair cost and, where appropriate, reasonable and documented costs arising from operational disruption
12. Force Majeure and Travel Credit
If JRB Private Transfers cannot provide a confirmed service due to an operational or mechanical issue attributable to the company, reasonable efforts will be made to provide an equivalent or higher-category replacement vehicle.
If the service cannot be provided, 100% of the amount paid for the affected service will be refunded.
When a service cannot reasonably be performed because of circumstances outside the control of JRB Private Transfers, including hurricanes, severe storms, natural disasters, strikes, demonstrations, flight cancellations, roadblocks, or road closures, the amount paid may be converted into a Travel Credit (Voucher).
The Travel Credit:
- Is valid for 12 months from the date of issue
- May be used toward future JRB Private Transfers services
- Requires payment of any fare difference when the new service costs more
- Retains any unused balance when the new service costs less
- Maintains the original expiration date for any remaining balance
- Cannot be exchanged for cash or refunded through bank transfer or another payment method
- Is subject to availability and the applicable rates at the time of the new booking
13. Vehicle and Operator Assignment
A confirmed reservation guarantees the contracted vehicle category and passenger/luggage capacity, not a particular make, model, year, color, or individual vehicle.
Vehicle images displayed on the website, booking system, or advertising materials are illustrative and for reference only.
JRB Private Transfers may substitute the originally planned vehicle with another vehicle of equivalent or higher capacity and characteristics without additional cost to the customer.
A substitution that maintains or improves the contracted service conditions does not, by itself, create a right to a refund.
To maintain service availability and operational continuity, JRB Private Transfers may assign transportation to authorized, selected external drivers or transportation operators that collaborate with the company.
JRB Private Transfers will remain responsible for coordinating, confirming, and operationally following up on the reservation.
If the actual number of passengers, luggage, or special items exceeds the information provided and exceeds the safe capacity of the booked vehicle, a larger or additional vehicle may be required.
Any applicable fare difference must be paid before the service can continue and is subject to availability.
14. Customer Responsibility for Booking Information
The customer is responsible for verifying that all information entered or communicated for the reservation is correct, complete, and current.
This includes:
- Date
- Time
- Pickup location
- Destination
- Hotel or address
- Airline
- Flight number
- Telephone number
- Email address
JRB Private Transfers coordinates its services based on the information provided by the customer.
If transportation cannot be completed, a vehicle is dispatched unnecessarily, or the passenger cannot be located because of incorrect, incomplete, or inaccurate information, the service may be considered a No Show and non-refundable.
Any error discovered by the customer should be reported as soon as possible.
Requested corrections remain subject to availability and the change policies described in these Terms.
15. Limitation of Liability
JRB Private Transfers will make reasonable efforts to provide confirmed transportation services in accordance with the agreed conditions.
JRB Private Transfers is not responsible for losses or disruptions resulting from circumstances outside its reasonable control or from incorrect, incomplete, or late information provided by the customer.
Nothing in these Terms & Conditions is intended to exclude or limit any rights or liabilities that cannot legally be excluded or limited under applicable law.
16. Privacy
Personal information provided for quotes, reservations, payments, and transportation services will be handled in accordance with the JRB Private Transfers Privacy Policy.
When an external transportation operator is required to perform a service, only the information reasonably necessary to coordinate and provide the transportation will be shared.
17. Acceptance and Applicable Version
By completing a reservation, making a total or partial payment, or selecting the corresponding acceptance checkbox, the customer confirms that they have read, understood, and accepted these Terms & Conditions.
The person making the reservation will be considered the booking holder and is responsible for providing accurate information and communicating the applicable service conditions to the other passengers included in the reservation.
Booking confirmations, confirmation emails, payment receipts, and official communications relating to the service may form part of the reservation documentation.
The applicable version of these Terms & Conditions will be the version in effect and accepted when the booking is confirmed.
JRB Private Transfers may update these Terms & Conditions when necessary. Later changes will not retroactively modify the conditions of an already confirmed reservation unless required by applicable law.
18. Contact
For questions regarding reservations, modifications, cancellations, payments, or these Terms & Conditions:
JRB Private Transfers
Cancun · Playa del Carmen · Tulum
Email: contact@jrbtransfers.com
WhatsApp: +52 998 820 6640
Website: jrbtransfers.com