Terms and Conditions

General Terms and Conditions

The Costa Rica Shuttles Transportation Services

Payment, Cancellation, Refund and Service Policies

By requesting, booking, or paying for any transportation, shuttle, tour, boat transfer, or related service through us, the customer acknowledges and agrees to the following Terms and Conditions.

1. Travel Insurance

We strongly recommend that all customers purchase comprehensive travel insurance before traveling. Travel insurance may provide protection for unexpected events such as trip cancellations, flight delays, missed connections, medical emergencies, weather disruptions, lost luggage, and other circumstances outside our control.

Travel insurance must be purchased directly from an insurance provider of the customer’s choice.

2. Acceptance of Terms and Conditions

By completing a reservation and submitting payment through our website, payment link, credit card processor, bank deposit, wire transfer, online travel agency, or any other authorized payment method, the customer confirms that they have read, understood, and accepted these Terms and Conditions, including our Payment, Cancellation, Modification, Refund, and No-Show Policies.

These Terms and Conditions may be provided by email, booking confirmation, payment request, website, or reservation documentation before or at the time payment is completed.

Completion of payment constitutes acceptance of these Terms and Conditions.

3. Reservations and Payment Requirements

All services must be reserved and paid for in advance.

Customers without a confirmed reservation will not be permitted to board a shuttle, participate in a tour, use a boat transfer, or receive any other reserved service, even when space may appear to be available.

If we are unable to process or confirm payment, the reservation is not considered confirmed and the service cannot be guaranteed or dispatched.

We do not accept payment directly to drivers or cash payment at the time of service unless specifically authorized in writing by our reservations department.

Full payment must be received before drivers, vehicles, boats, guides, or other service providers can be dispatched.

4. Cancellations and Modifications

All cancellation or modification requests must be submitted in writing by email.

Cancellation or modification requests made verbally, through a driver, hotel representative, tour operator, or other third party are not considered confirmed unless acknowledged by us in writing.

For cancellation purposes, the date and time on which our reservations department receives the written request will be used.

More than 10 days before the scheduled service:
The reservation may qualify for a refund equal to 50% of the total reservation amount, subject to the Administrative Refund Fee described in Section 5.

10 days or less before the scheduled service:
The reservation is non-refundable. A cancellation received within this period is subject to a 100% cancellation penalty.

Reservations created and paid within 10 days of the scheduled service:
The reservation may be cancelled, but no refund will be provided.

We are not obligated to approve changes or modifications requested within 10 days of the scheduled service date. Any modification that we agree to make is subject to availability, operational feasibility, supplier policies, and any additional costs that may apply.

5. Administrative Fee on Refunds

Whenever a refund is permitted or approved under these Terms and Conditions, an administrative fee equal to 20% of the total original reservation amount will be retained.

This administrative fee applies to approved refunds in addition to any applicable cancellation penalty, unless we expressly agree otherwise in writing or applicable law requires otherwise.

For example, when a reservation qualifies for a 50% cancellation refund under Section 4, a 20% administrative fee calculated on the total original reservation amount will also be retained. Therefore, the net amount refunded to the customer will equal 30% of the original reservation total.

Administrative fees may include reservation processing, customer service, supplier coordination, accounting, payment processing, bank, credit card, and transaction-related costs.

Once a refund has been processed, the time required for the funds to appear in the customer's account will depend on the bank, credit card company, or payment provider. We are not responsible for processing delays caused by financial institutions.

6. Pickup Times and Confirmation Information

A pickup time requested by the customer during the reservation process is not necessarily the final confirmed pickup time.

The official pickup time will be the time shown in the final confirmation email, voucher, or service confirmation issued by us.

Customers are responsible for reviewing all confirmation information, including the date, pickup location, destination, number of passengers, flight information, and pickup time.

Any discrepancy should be reported to us as soon as possible.

7. No-Show Policy

A customer will be considered a No-Show when the customer is not present and ready at the confirmed pickup location within the applicable waiting period.

A No-Show results in the loss of 100% of the amount paid.

Payments associated with a No-Show are non-refundable and cannot be transferred, credited, or applied toward another shuttle, transportation service, tour, or reservation.

Except where expressly provided under the Private Transportation waiting policy, we are not responsible for missed services resulting from flight delays, flight cancellations, missed flights, immigration delays, baggage delays, incorrect reservation information, traffic, personal circumstances, or other events outside our control.

8. Unable to Locate the Driver or Representative

If a customer is unable to locate the assigned driver or representative, the customer must immediately contact the emergency telephone or WhatsApp numbers shown on the confirmation voucher.

Customers should not leave the designated pickup location or independently arrange alternative transportation without first attempting to contact us.

Any complaint or claim concerning a reserved service should be submitted by email within 24 hours of the scheduled service.

Claims received between 24 and 36 hours after the service may be reviewed at our discretion. Claims received more than 36 hours after the scheduled service date and time may not be considered.

9. Service Reconfirmation

We strongly recommend that customers reconfirm their service by email the day before the scheduled transportation or activity.

Customers should also verify the pickup time, pickup location, destination, passenger information, and any special luggage requirements shown on the confirmation.

10. Shared Shuttle / Collective Transportation Waiting Policy

Customers traveling on Shared Shuttle or Collective Transportation services must be ready at the confirmed pickup location at least 15 minutes before the scheduled pickup time.

Because shared transportation operates according to a schedule and may include multiple passengers and pickup locations, vehicles cannot wait indefinitely.

Once the confirmed pickup time has been reached, the maximum waiting time is generally 10 minutes.

A passenger who is not present and ready within the applicable waiting period will be considered a No-Show and will lose 100% of the payment.

The payment cannot be refunded, transferred, reused, or applied toward another transportation service or tour.

11. Private Transportation Waiting Policy

For Private Transportation services, the maximum complimentary waiting time is two (2) hours after the confirmed airline arrival time for airport pickups or two (2) hours after the confirmed pickup time for transportation originating from a hotel, residence, villa, or other location.

Once the two-hour waiting period has been exceeded, the driver may depart and the reservation may be considered a No-Show.

We are not responsible for flight delays, flight cancellations, missed flights, immigration delays, baggage delays, or other circumstances outside our control.

Customers experiencing a significant delay must contact us as soon as possible by email, telephone, or WhatsApp.

When operationally possible, we may offer additional waiting time or reschedule the service. Additional charges or a new reservation payment may be required depending on driver availability, vehicle availability, supplier conditions, and the circumstances of the delay.

12. Stops, Connections and Vehicle Changes

Transportation services may include one or more rest stops, passenger pickups, connection points, or vehicle changes depending on the route and the type of service reserved.

Shared Shuttle services may require customers to transfer between vehicles. Certain long-distance routes may involve multiple stops or connections, which can increase the total travel time.

Whenever operationally possible, transportation will continue directly toward the final destination, but a direct vehicle from origin to destination is not guaranteed for Shared Shuttle services.

Private Transportation is generally the fastest and most direct transportation option.

Customers using Private Transportation may request reasonable stops for meals, restrooms, sightseeing, or other purposes. Such requests are subject to operational feasibility, driver availability, route conditions, and additional charges when applicable.

13. Force Majeure and Circumstances Beyond Our Control

We reserve the right to modify, delay, suspend, reroute, substitute, or cancel services when circumstances outside our reasonable control make the original service impossible, unsafe, impractical, or significantly disrupted.

These circumstances may include, but are not limited to, severe weather, floods, landslides, earthquakes, volcanic activity, road closures, strikes, civil disturbances, public demonstrations, government actions, war, terrorism, transportation interruptions, mechanical emergencies, ferry or boat schedule changes, ocean conditions, natural disasters, or other force majeure events.

Refunds may not be available when a service is affected or cancelled due to circumstances beyond our reasonable control, except where required by applicable law or expressly authorized by us in writing.

14. Ferries, Boats and Ocean Transportation

We are not responsible for schedule changes, cancellations, delays, or operational decisions made by ferry companies, boat operators, port authorities, or other maritime transportation providers.

We are also not responsible for accidents, delays, loss of luggage, or damage to personal property occurring while passengers or luggage are under the custody or control of an independent ferry or maritime operator, except where responsibility is imposed on us by applicable law.

15. Approximate Travel, Arrival and Departure Times

Travel times, arrival times, and departure times shown on websites, quotations, itineraries, vouchers, or confirmation documents are estimates unless specifically stated otherwise.

Actual transportation times may vary because of traffic, road conditions, passenger pickups, vehicle connections, weather, construction, accidents, ferry schedules, ocean conditions, public events, or other circumstances beyond our control.

We cannot guarantee an exact arrival time at the final destination.

Customers connecting with flights, tours, ferries, appointments, or other time-sensitive services are responsible for allowing sufficient additional travel time.

16. Protection of Electronics and Personal Property During Ocean Activities

Customers participating in boat transportation, water activities, or other ocean-based services are responsible for protecting electronic equipment, documents, luggage, cameras, mobile phones, and other personal property from water, moisture, impact, loss, or theft.

Neither we nor independent tour or transportation operators will be responsible for loss or damage to personal property except where liability is imposed by applicable law.

Travel insurance is strongly recommended.

17. Inaccessible Pickup or Drop-Off Locations

Transportation is subject to safe and reasonable vehicle access.

We cannot guarantee pickup or drop-off directly at a hotel, villa, residence, vacation rental, lodge, or other property when the access road is unsafe, impassable, restricted, or unsuitable for the assigned vehicle.

When the requested location cannot safely be reached, passengers may be picked up or dropped off at the closest safe and accessible location.

Customers are responsible for confirming with their accommodation or property owner that the access road is suitable for standard vehicles.

If a 4x4 vehicle or other special transportation is required, this information must be disclosed to us before the reservation is confirmed. Additional charges may apply.

18. Independent Transportation and Tour Operators

Services booked through us may be operated by us or by independent transportation and tour companies.

Operators may include, but are not limited to, INTERBUS, The Costa Rica Shuttles, Gray Line, Desafío Adventure Company, EcoTrans, Tropical Tours, Montezuma Expeditions, EasyRide, Zuma Tours Group, Cocozuma Traveller, and other licensed transportation, shuttle, boat, or tour operators providing service on the requested route.

The specific operator may change without prior notice when necessary for operational reasons.

The booking company may act as an intermediary in arranging services that are physically operated by an independent provider.

19. Baggage and Carry-On Items

Passengers are responsible for properly supervising their personal belongings and carry-on items.

We cannot be held responsible for loss or damage to unattended carry-on items or belongings that passengers fail to properly secure or supervise, except where liability is required by applicable law.

Carry-on items should not be placed inside the main luggage compartment unless appropriate for transportation in that area.

Passengers should verify that all personal belongings have been removed from the vehicle at the end of the service.

20. Oversized and Special Luggage

Customers must notify us before confirming the reservation when traveling with oversized or special luggage, including but not limited to surfboards, golf clubs, bicycles, large boxes, oversized suitcases, musical instruments, wheelchairs, sports equipment, or similar items.

Not all vehicles can accommodate oversized luggage.

Depending on the type and quantity of luggage, the customer may be required to reserve Private Transportation, a larger vehicle, or additional luggage capacity.

We cannot guarantee transportation of oversized items that were not disclosed before the service.

We are not responsible for loss or damage to items transported outside the passenger compartment or vehicle when such transportation has been accepted by the customer, except where liability is required by applicable law.

21. Adventure Activities and Participant Responsibility

Customers participating in adventure tours, wilderness activities, water activities, or other activities involving physical exertion acknowledge that these activities may involve inherent risks.

Each participant represents that they are physically capable of participating in the activity selected and that they are responsible for considering their own physical condition, experience, and limitations before participating.

By voluntarily participating, the customer acknowledges and accepts the ordinary risks inherent in the activity, subject to the rights and protections provided by applicable law.

22. Accidents, Personal Injury and Operator Liability

Liability arising from death, personal injury, vehicle accidents, or other incidents occurring during transportation or tour operations is subject to Costa Rican law, the insurance coverage carried by the company actually operating the service, and the contractual conditions applicable to that operator.

When a service is operated by an independent transportation or tour provider, claims arising directly from the operation of that service should be directed to the operating company and its insurer.

To the maximum extent permitted by applicable law, the booking or reservation company is not responsible for the independent acts or omissions of third-party transportation or tour operators.

Nothing in these Terms and Conditions is intended to exclude liability that cannot legally be excluded under the laws of Costa Rica.

23. Changes to Rates, Schedules, Itineraries and Services

We reserve the right to modify rates, routes, itineraries, schedules, pickup times, operators, vehicles, connection points, and other service arrangements when necessary.

When circumstances require it, we may arrange alternative transportation, accommodation, routing, operators, or other services in order to complete or replace the originally scheduled service.

Published rates and schedules are subject to change until the reservation has been confirmed and payment has been accepted.

24. Third-Party Services and Limitation of Responsibility

Transportation, tours, accommodations, ferries, boats, activities, and other travel services arranged through us may be provided by independent companies over which we do not exercise direct operational control.

To the maximum extent permitted by applicable law, we are not responsible for losses, damages, delays, additional expenses, personal injuries, death, missed connections, service interruptions, or other consequences resulting solely from acts, omissions, negligence, schedule changes, or operational decisions of independent service providers.

The individual transportation or service provider remains responsible for the operation of its own service in accordance with Costa Rican law and its applicable insurance coverage.