Customer terms and conditions

The Spanish version is the legally binding text; this translation is provided for convenience.

Items in brackets must be completed before publishing. This document must be reviewed by a licensed Mexican attorney before use. If the adhesion contract is registered with PROFECO, include the registration number here.

1. Who we are

Passenger transport, food and product delivery and tour booking services on Isla Holbox (the "Services") are provided through the app operated by [LEGAL ENTITY NAME], RFC [RFC], address [ADDRESS], phone [PHONE], email [SUPPORT EMAIL] (the "Platform", "we").

By creating an account or using the Services you accept these terms and the Privacy notice. If you do not agree, do not use the Services.

2. Requirements

• You must be at least 18 years old and have legal capacity to contract.
• You must provide a valid mobile phone number. The account is personal and non-transferable; you are responsible for what is done with it while you remain signed in.
• Never share the access code we send you. Our staff will never ask for it by phone, chat or message.

3. How the Services work

Rides. You set the pickup point and destination. The total price is shown before you confirm. Rides are carried out by independent driver partners or by members of the local transport cooperative, each identified in the app by name, unit number and, where applicable, a verified badge.

Food and groceries. Orders are prepared by independent restaurants and stores (the "Businesses") and delivered by courier partners. The Business is responsible for the quality, safety and description of the products; we are responsible for operating the platform, collecting payment and handling claims under section 8.

Tours. Bookings are made with independent tour operators. The operator is responsible for the tourism service, for holding the applicable permits and for safety conditions on board.

Special delivery points. Deliveries to the beach or to points without a formal address are made at the access points shown in the app. You must be reachable at the chosen point at the time of delivery.

4. Prices and payment

• All charges are shown before you confirm: service fare, delivery cost, service fee where applicable, taxes included. There are no hidden charges and no surge pricing.
• The same price applies in cash and by card. We do not add card surcharges.
• The confirmed price does not change unless you change the service (for example, a new destination or added products), in which case the new price is shown before it applies.
• Card. On confirmation we authorise the amount shown; the final charge is made when the service is completed. If the service is cancelled free of charge, the authorisation is released; your bank may take up to 10 business days to reflect it.
• Cash. Pay the driver or courier when the service ends. For safety, orders above [AMOUNT] MXN may require card payment.
• Tips are voluntary, go entirely to the driver or courier and can be added when requesting the service or increased after completion. They cannot be reduced once given.
• If we detect an obvious pricing error we will tell you, and you may accept the correct price or cancel free of charge.

5. Cancellations

We currently charge no cancellation fees. If we or the partner cancel, you are charged nothing and any charge is refunded in full. If no driver is found within 6 minutes we will tell you and you will not be charged. Repeated cancellations after a partner is already on the way may be handled under section 9.

6. Unavailable products and substitutions

For each grocery product you can choose "substitute" or "refund" if it is unavailable. If you choose substitute, the Business may send an equivalent product never priced above the original; if the substitute costs less, the difference is refunded. If you choose refund or there is no substitute, the amount is returned to the original payment method. If no product is available, the order is cancelled free of charge.

7. Safety

• Check the name and unit number before boarding. Between 22:00 and 06:00 the app shows a PIN the driver must enter before starting the ride.
• For high-value orders or new accounts a 4-digit delivery code is requested, which you show to the courier.
• Partners do not receive your phone number and you do not receive theirs. All communication goes through the app's "Help" button.
• Report any incident from the app. In an emergency call 911.

8. Claims, refunds and guarantees

• If your order arrives incomplete, damaged or does not arrive, report it from the app within 24 hours. We will refund the affected products or the whole order as appropriate, to the original payment method, within 5 business days of confirming the claim.
• If a ride did not take place or was charged incorrectly, report it within 7 days. We will correct the charge where appropriate.
• Nothing above limits your rights under the Federal Consumer Protection Law. You may file complaints with the Federal Consumer Protection Agency (PROFECO), phone 55 5568 8722 and 800 468 8722, or at www.gob.mx/profeco.

9. User conduct

You agree not to:

• use the Services for unlawful activities or to transport prohibited goods;
• assault, discriminate against or harass partners, Business staff or other users;
• damage vehicles or property;
• request orders or rides without intending to receive them, or file false claims;
• tamper with the app, use fake locations or multiple accounts to obtain undue benefits.

We may suspend or close the account in these cases. We will tell you the reason and you may respond by writing to [SUPPORT EMAIL]. If the suspension is unjustified we will reverse it.

10. Liability

• We are responsible for the operation of the Platform, correct charging and handling of claims under these terms and the law.
• Driver partners, couriers, Businesses and tour operators are responsible for the actual performance of their service, without prejudice to any liability the law assigns to us as intermediary or, regarding partners, as a digital platform under the Federal Labour Law.
• We are not liable for delays caused by weather, road closures, ferry suspension or force majeure events, although we will do our best to inform you and avoid charges.
• Nothing in these terms excludes liability that cannot be excluded under Mexican law.

11. Service suspension

For safety we may temporarily suspend one or all Services (for example, during a weather alert). During a suspension no new requests are accepted and those in progress are completed or cancelled free of charge.

12. Intellectual property and licence

We grant you a personal, limited, non-exclusive and revocable licence to use the app to contract the Services. The app, its design, trademarks and content belong to us or are licensed to us. Reviews you publish may be shown in the app; by publishing them you grant us a licence to do so. We may remove reviews containing insults, personal data or unlawful content.

13. Changes

We may change these terms. We will notify you in the app at least 10 days in advance when a change affects your rights or obligations, and ask you to accept them again. If you do not accept, you may stop using the Services and request deletion of your account.

14. Governing law and jurisdiction

These terms are governed by the laws of the United Mexican States. For any dispute the parties submit to conciliation before PROFECO and, where applicable, to the competent courts of [Cancún or Chetumal], Quintana Roo, waiving any other jurisdiction to which they might be entitled by reason of present or future domicile. This clause does not limit the consumer's right to apply to the authority of their own domicile where the law allows.

15. Contact

[LEGAL ENTITY NAME] · [ADDRESS] · [PHONE] · [SUPPORT EMAIL]. Support hours: [HOURS].