The agency undertakes to comply with the regulations and conditions established by the DELUXE TESEG service provider, and therefore declines any liability that may arise from non-compliance in the following cases:
- Being under the influence of alcohol or drugs.
- Displaying attitudes that harm their physical and/or emotional integrity or, where appropriate, that of other clients on board and the driver.
- Inappropriate or violent acts.
Note. The operator of the unit, in coordination with the operations department, is authorized to call the authorities in case of requiring support to control any possible situation that puts their integrity and/or that of other passengers at risk.
3. Changes, additions and cancellations for the same day and subsequent days
- Specify the type of request and reference number in the subject of the email.
- For all requests for AIRBNB services, a sketch of the exact location must be added.
- It is made clear that some streets in Tulum are very complex to enter.
- For any cancellation, a minimum of 2 hours’ notice will be considered.
- New departure services for the same day are subject to availability.
- In case of requesting any change, addition, it is necessary to consider a minimum of 2 hours’ notice, subject to the availability of the operation.
4.1 Rescues
- In case of marking a departure service as no show, and due to the availability of the operation we can cover the rescue service, a new one must be created
NOT APPLICABLE:
- Refund for no-show service
- In case of availability for rescue, the time may vary and it will be the client’s decision whether to wait or not to move on their own to the airport, the provider will inform the agency of the estimated time and the location of the unit to keep it in mind for both parties.
- In case of flight loss, DELUXE TESEG is not responsible for any travel expenses (transfers, hotel, food, new flight, etc.)
4.2 Transfers from and/or to nightclubs, bars, clubs, etc.
In the service request you must indicate where the clients should be dropped off, that same place will be where they will be picked up for the return.
In case the client vomits in the unit, the provider will make him pay the rent. a charge of $300 to the agency for cleaning the unit.
4. Monitoring and resolution of incidents
- To monitor any incident, an email with the information regarding the incident must be sent to the DELUXE TESEG email – gerencia.cancun@teseg.com.mx
5. Delayed or cancelled flights
- In case of a delayed flight, any request for modification will be subject to strict availability.
- In case of a missed flight, DELUXE TESEG is not responsible for any travel expenses (flights, hotel, food, transportation, etc.)
- For same-day pick-up modifications due to flight delays, availability may be checked as long as the request is made at least 2 hours before pick-up.
- In case of unavailability, the client has the right to cancel or not take the service. (The refund applies only if the cancellation request is made 2 hours before pick up).
7.1 Delayed or cancelled flights on arrival
In both cases, the agency monitors the flights and informs DELUXE TESEG of this incident via WhatsApp so that operations can prevent which unit will cover the service and in the case of a cancelled flight, airport staff must inform with a minimum of 2 hours notice to avoid a penalty for the service as a no show.
6. Disclaimer of liability for lost items
- The client is responsible for their belongings at all times during their trip, this includes carry-on luggage, personal belongings and valuables.
- In the event of an object forgotten in the vehicle, a search will be carried out in the unit. If it is found, it will be returned as soon as possible; but if the client urgently needs to recover it, they can pay for an extra service to take this object immediately.
- With this we make it clear that DELUXE TESEG is not responsible for any object forgotten in the vehicles, we cannot ensure that the client did board with this belonging.
7. Stopovers during a transfer
- No courtesy stopover applies during a transfer.
