Este texto legal está disponível em espanhol e português; você está visualizando a versão em português.
Last updated: October 20, 2026
1. Who we are
Directo Tours (directo.tours) and Directo Transfers (directotransfers.com) are two websites of the same company. Contact: WhatsApp +52 984 218 2623 or the site's Contact page.
By booking on Directo Transfers you accept these terms, the Cancellation and refund policy and the Privacy notice.
2. What we do
Directo Transfers is a direct booking website in Cancún and the Riviera Maya. On Directo Tours you can book tours and private yachts; on Directo Transfers, private transfers. The services are provided by independent local operators (drivers, guides, captains). We act as an intermediary: we take your booking, collect the payment and coordinate the service with the operator, who provides it.
3. Bookings
- You must be 18 or older to book.
- Your booking is confirmed once we receive your payment. We send you an email with your booking number and a link to "My booking".
- You must give us correct details: name, email, phone, date and number of people. For transfers, after paying we ask for your flight, time and hotel; without them we cannot guarantee the service.
- Services depend on the day's availability. If by mistake a service had no space left, we offer you another date or a full refund.
4. Prices and currency
- Prices on the site are shown in US dollars (USD) as a reference.
- You are always charged in Mexican pesos (MXN). The amount in pesos uses the day's exchange rate. The amount that counts is the one shown in pesos on the payment page.
- If your card is from another country, your bank does the conversion and may charge you a fee. That does not depend on us.
- Transfers: the price is per vehicle, not per person. Yachts: the price is per boat. Tours: the price is per person.
- Children: on tours, children aged 3 to 11 pay the adult rate and infants aged 0 to 2 travel free, unless the tour page says otherwise.
- The price includes what each service page lists under "What's included". Whatever appears under "Not included" (for example, dock fees or entrance fees paid in cash) is paid separately on the day of the service.
- VAT (IVA): prices on each service page are shown before VAT. When booking you see the subtotal, the 16% VAT and the total; the total with VAT is what you are charged.
5. Payment
Payment is made online by card, Apple Pay or Google Pay through Stripe, on its secure page. We never see or store your full card details.
6. Discount codes
Codes have their own conditions (validity, services they apply to, number of uses). They cannot be exchanged for cash, cannot be combined and do not apply to the transfer insurance.
7. Cancellations, changes and refunds
These follow the Cancellation and refund policy. In short: full refund if you cancel at least 24 hours before a transfer and at least 72 hours before a tour or yacht; after that there is no refund; free date change from "My booking" up to 48 hours before tours and yachts and 24 hours before transfers, if there is space. Refunds go back to the same card, in pesos.
8. Transfer insurance
When booking a transfer you can add the transfer insurance for $6 USD per booking. The insurance is not a refund: it lets you change the date and time at no cost from "My booking" even with less than 24 hours to go, and even up to 24 hours after the pickup time if you missed the transfer (delayed or cancelled flight, or any mishap). The cost of the insurance is not refunded. Cancellations with a refund follow the Cancellation policy.
9. Airport pickups
These apply to transfers that start at an airport. We also show them after you pay, in "My booking" and in your confirmation email.
- Time for the pickup: 1 hour, counted from the moment your flight is on the ground, even if it lands earlier or later than the time on your ticket.
- Meeting the driver: airport rules don't allow the driver to wait at the pickup bay. So the driver goes in 40 minutes after your flight is confirmed on the ground, the usual time to deplane, clear immigration, collect your bags and come out. If something holds you up (lost luggage, a customs or immigration check) you must let us know; if the pickup hour passes and you didn't tell us, the service counts as a no-show. If your flight is delayed there's no problem: the driver knows about the delay.
- Several terminals: if a group arrives at more than one terminal, picking up between terminals costs $10 USD per extra terminal. If the group doesn't want to pay this extra, it must meet on its own at the last passenger's terminal. Either way, you must tell us before the service.
- Extra waiting time: each extra hour of waiting costs $30 USD. It is charged when you ask us to pick you up later, or when you tell us you'll take longer than the pickup hour. If that hour passes, your flight has landed and you didn't tell us, the service counts as a no-show. A delayed flight costs nothing.
10. Your responsibilities
- Be ready at the agreed place and time.
- Don't exceed the capacity of the vehicle or boat. The operator may refuse the service if more people show up than were booked.
- Tell us about special needs (baby seats, reduced mobility, large luggage) before the service.
- Follow the safety instructions of the driver, guide or captain. The operator may refuse or end the service, without a refund, for anyone who puts others at risk, is under the influence of alcohol or drugs, or doesn't follow the rules.
- Some tours require good physical condition or are not recommended for pregnant women or people with certain conditions. Check the tour page and ask if in doubt.
11. Changes beyond our control
Weather, port closures, traffic and decisions by authorities, archaeological sites or parks may force changes to times, routes or activities. If the service cannot take place, the Cancellation policy applies (date change or full refund).
12. Liability
Operators are responsible for providing the service and for holding the permits and insurance required by law. We are not responsible for items left in vehicles or boats, or for flights, connections or other services missed for reasons beyond our control. Our liability towards you is limited to the amount you paid for the service. Nothing in these terms limits your rights under Mexico's Federal Consumer Protection Law.
13. Reviews
After the service we may send you a link to leave a review. By sending it you allow us to publish it on the site with your first name. We may not publish reviews that are offensive, false or not about the service.
14. Use of the site
The site's content (texts, photos, brand) belongs to us or our operators. You may not copy it for commercial purposes, or use the site for fraud, fake bookings or to harm how it works.
15. Personal data
We handle your data as described in the Privacy notice.
16. Changes to these terms
We may update these terms. Each booking is governed by the terms in force on the day it was made.
17. Governing law and complaints
These terms are governed by the laws of Mexico. For any complaint, please write to us first on WhatsApp or through the Contact page. You may also contact Mexico's consumer protection agency (Profeco). Disputes will be settled before the competent courts of Quintana Roo.
The Spanish text is the binding one; this English version is a courtesy translation.