Shuttlecomm
Reservations Policies

Reservations

The rates displayed on the website are only valid on the day of your quote. The rates apply to the specific service requested, otherwise rates may vary. A reservation is considered complete when you have a confirmation number and the corresponding charge has been applied. Upon booking, you are authorizing us in written and/or verbally to use your credit/debit card for payment and are confirming your knowledge and acceptance of our reservation policies, payment, and cancellation disclaimer. All reservations are subject to availability at time of processing your application. Availability cannot be guaranteed until receipt of full payment. To avoid delays, please print your itinerary and present it when using the service you pay for. If you want to change or cancel your reservation, please contact as soon as possible, by email at reservations@shuttlecomm.com or by phone numbers to +521 998 561 2311, providing your reservation number and full name. We highly recommend you carefully read our Modification or Cancellation Policy. Any change of any reservation is subject to availability and possible changes in rate charges or fees.

Payments

The total amount of your reservation will be charged immediately to your credit/debit card through our payment platform “Openpay” and will appear on your statement under the business name Iron Horse Revolution Technologies, as payment for your reservation. Shuttlecomm.com has the necessary security measures in place for all transactions, as all payments are encrypted through our processor “Openpay” and protected by the security certificate of our website (SSL), thus ensuring secure and reliable transactions, at shuttlecomm.com, we accept the following credit cards: Visa, MasterCard, and American Express.

Special Health Conditions

At shuttlecomm.com, we are committed to providing safe and efficient transportation services for all our customers. However, it is essential that customers inform us of any medical emergency or special condition that may affect passengers during the transfer. This includes, but is not limited to, conditions such as epileptic seizures, fainting, mobility issues, mental disabilities, or other health issues that may require immediate attention or special handling. The customer must provide an emergency contact phone number for a responsible person or family member who can be reached if necessary. Shuttlecomm.com assumes no responsibility for medical situations or emergencies that may occur during the transfer if the customer has not previously informed us of a passenger’s special condition. In case a passenger with an undisclosed medical condition experiences a problem during the transfer, the customer is fully responsible for any related situation and must cover any associated emergency care costs, as applicable.

People with Disabilities

In certain destinations, shuttlecomm.com, through its affiliates, offers transportation services for people with disabilities or reduced mobility. If you book this type of transfer, you are responsible for ensuring that the vehicle is fully suited to the passengers’ needs. We recommend contacting our customer service department before booking so we can assist you in selecting the most appropriate vehicle for all passengers or informing you whether this service is available.

Itinerary Exclusions

The affiliate will pick you up and drop you off as close as possible to the addresses provided. If access via the regular route is closed due to weather conditions, traffic accidents, etc., the affiliate upon your explicit request will take an alternative route to reach the agreed destination. In such cases, additional costs may be incurred by you. Shuttlecomm.com does not guarantee the exact itinerary to your destination. All information provided on our website, including route maps, is for informational purposes only. However, our providers may decide at the time of service whether to follow the established route or take an alternative route. This decision may be due to unforeseen circumstances beyond our control and that of our providers (road construction, traffic accidents, protest blockades, weather conditions, etc.) that may arise during service. We strive to adhere to pickup and drop-off times, but we cannot guarantee them due to the aforementioned factors. In some circumstances, you may be picked up or dropped off at a central point within reasonable walking distance of your destination.

Meeting Point at Destination

If you cannot locate your driver, immediately call our customer service. You can find the customer service phone number on your reservation confirmation. You must present your itinerary confirmation when contacting the driver or staff, and before boarding the vehicle or bus. If you do not expect to be at the designated meeting point at the time specified in your reservation, or if your flight, bus, ship, or train has been delayed/canceled, you must contact Customer Service using the contact number provided in your reservation confirmation.

Reservation Waiting Time

If your flight, bus, ship, or train arrives more than 45 minutes late compared to the confirmed time on your reservation, our affiliate may wait for you or may not, but we cannot guarantee service under these circumstances. If you are not expected to be at the designated meeting point at the time specified in your reservation, or if your flight, bus, boat, or train has been delayed/canceled, you must contact Customer Service using the contact number provided in your booking confirmation.

Vehicles for Transfers

At shuttlecomm.com, we strive to honor our customers’ preferences regarding the selected vehicle. However, the vehicle may be replaced with a similar one, a larger-capacity vehicle, or multiple vehicles depending on availability. If the replacement is a lower-category or smaller-sized vehicle, the price difference will be adjusted according to circumstances.
All vehicles provided by our providers are fully insured to cover medical expenses for passengers and third parties, as required by local legislation.

Luggage and Capacity

The passengers are responsible for their luggage and must ensure it is properly labeled and in suitable condition for transport. Additionally, luggage quantity is limited per passenger; therefore, we recommend informing us of the quantity and size of your luggage at the time of booking, as this helps ensure proper planning and operational efficiency when providing the service, and avoids misunderstandings or inconveniences at the time of service.

Published Prices

The transportation service price will be the rate in effect at the time of booking on the website, calculated based on the geographic distance between the airport, hotel, or other specified address, considering the point “A” to point “B” calculation, as well as the type of vehicle requested and the service type “One-Way Transfer” or “Round-Trip Transfer” (individual or group) as this may directly affect the quoted price.

Optional or Extras

Child Seat: It is the customer’s responsibility, if necessary, to be aware of local laws when traveling with children. In some destinations, children must use appropriate child seats. You are responsible for providing all passenger information correctly at the time of booking and, if traveling with children, selecting any necessary extras to comply with the legislation of the country where the service is provided. In some cases, child seat extras are not free and must be paid for at the time of booking. You may use your own child seats or boosters for children and/or adults, when necessary, but you must inform us at the time of booking. shuttlecomm.com must ensure that the affiliate’s vehicle is compatible with your safety system. Occasionally, minibuses are used for large groups, and child seats cannot be installed in these vehicles.

Pet Friendly

At some destinations we offer a pet-friendly transportation service. Please verify before booking if applicable. It is recommended that you keep your pet in its carrier or crate while in the vehicle for everyone’s safety. Some Countries Requirements: If the pet is under 3 months of age, it requires a Health Certificate, If the pet is older than 3 months of age, it requires a Health Certificate and Vaccination card, specifying the application of rabies vaccine with a validity no longer than 1 year. These documents must be presented in original and copied. It is very important to ensure that the documents match your pet data (age, breed, color, sec., etc.). The Health Certificate must be shown on headed paper with the printed Professional License or photocopy of the medical Veterinary License who issues the certificate, no older than 5 days, including the health status of the pet and that it has been treated against Endoparasites and Ectoparasites within 6 months prior to your trip and that it is free from any internal and external parasite.

Taxes

Taxes vary by location, and in some destinations, they are even included or excluded in the rates. It is your responsibility to verify whether taxes are included or not in the rate for the service provided.

Online Payments Processor

All charges made when paying online through our shuttlecomm.com website will be processed by IHR Technologies, and you will see the charge reflected in your statement under the name Iron Horse Revolution Technologies d/b/a shuttlecomm.com.

Payment Method

The passengers and their companions must pay in advance using a credit/debit card at the time of booking online. In some exceptional cases, partial or full advance payment may be required to guarantee the reservation. We accept all major credit/debit cards: Visa, MasterCard, American Express, and other participating cards. Payment is processed securely through our “Openpay” payment platform, which meets all security and encryption requirements to ensure your transaction is safe and exclusively conducted through our website shuttlecomm.com. For more information, please review our Privacy Policy.

Guaranteed Reservations

All paid reservations are guaranteed year-round. Prices published on the website are valid only at the time of quotation and are guaranteed upon receipt of payment. All reservations are subject to availability and cannot be guaranteed until full payment has been received. Once the charge is confirmed, you will receive your confirmation number along with the requested itinerary or any additional relevant information about your transfer service, etc. The contract is considered formalized when the passenger receives written confirmation (email or text message) from the booking system including service details (pickup time, meeting location, vehicle type, etc.). The service confirmation will not be valid unless presented at the start of the transfer, tour, or activity, along with valid photo identification bearing the name of the primary passenger or, as applicable, the person who booked the service. The price quoted by the provider on our website is the final price, with no additional charges applied, provided the information provided at the time of booking is correct.

Currency Exchange Rates

All transactions on the shuttlecomm.com website display prices, extras, and promotions in U.S. dollars (USD). At the time of online payment, the amount will be converted to Mexican pesos (MXN). However, your bank statement will reflect the charge in your local currency (depending on the country where your credit/debit card was issued). shuttlecomm.com will receive your payment in Mexican pesos (MXN), using the exchange rate in effect on the date of your online reservation. In the event of a partial or full refund due to cancellation, you will be refunded the same amount in Mexican pesos (MXN) that was charged at the time of your online reservation. Please note that shuttlecomm.com is not responsible for exchange rate fluctuations reflected in your bank statement.

Minimum Time to Make a Reservation

Any transfer reservation must be made at least 24 hours in advance of the service to guarantee vehicle availability, as well as any additional service requests.

Minimum Age for Reservation

To book any transportation service on shuttlecomm.com, the minimum age to contract is 18 years. Any person under 18 must always be accompanied by a responsible adult who books the service on their behalf. By making the reservation, the customer confirms they are 18 years or older and accepts responsibility for ensuring the safety of minors traveling under their supervision. When making your reservation, please note the following: Infants under 3 years of age will not be counted as children and will not be charged. Any child over 3 years of age will be considered a passenger and must pay the corresponding fee according to the number of passengers and reservation quote. Anyone over 12 years of age will be considered an adult, counted as a passenger, and must pay the corresponding fee according to the number of passengers and reservation quote.

Duplicate Reservations

If you require multiple transfer services for the same date and time or overlapping periods, please ensure you use a different name and email for each reservation; otherwise, the duplicate reservation will be automatically canceled, and shuttlecomm.com will not be responsible for any duplicate reservations under the same name.

One-Way Transfer

The service will be provided according to the information you specified in your online reservation request, which we have sent to you via email confirmation. Remember, when booking a “One-Way” service, you will only be transported from the pickup location to your drop-off destination, from point “A” to point “B.” Therefore, it is your responsibility to provide complete and accurate addresses for both origin and destination at the time of booking. Additionally, you are responsible for verifying the accuracy of your reservation request. If the information in your reservation confirmation is incorrect, you must contact our Customer Service team immediately before the scheduled service time. Failure to do so will result in the need to rebook, and the previous incorrect service will not be refundable.

Round-Trip Transfer

Round-trip transfers are complete circuits including both outbound and return journeys and must be specified at the time of online booking. Remember, when booking a “Round-trip” service, you will be transported from the pickup location to your drop-off destination and back, from point “A” to point “B and to point “A”. Changes or modifications to the date and/or time transfers can be made up to 24 hours before the transfer, and may apply additional charges, also with vehicle availability validation. Additionally, if the service cost increases at the time of modifying the reservation, the customer must pay the difference between the new price and the previously paid amount.

Customer No-Show

shuttlecomm.com will consider a “No-Show” when the customer does not appear at the pickup point or fails to notify us in advance of their non-arrival at the meeting point. If the customer cannot take the transfer, the reservation will be automatically canceled, and no refund will be issued. The company is not responsible for “No-Shows” caused by circumstances beyond its control, such as extreme weather or unforeseen traffic issues. In these cases, the customer must notify the company as soon as possible to manage the situation.

Holidays

All our destinations operate 365 days a year, 7 days a week. It is the customer’s responsibility to verify any special operating hours (if applicable) during peak seasons and public holidays in the country where the service will be provided.

Vehicle Insurance

All contracted transportation services are covered by the affiliates or subcontracted company’s civil liability insurance, which covers potential damages to third parties.

Luggage Insurance

Insurance does not cover loss or damage to the passenger’s personal luggage. The passengers are responsible for adequately insuring their luggage in case of loss or damage.

Affiliate Responsibility

The shuttlecomm.com affiliate commits to providing the service punctually, respecting agreed pick-up and transfer times. The affiliate will ensure that the vehicle used for the transfer is in optimal working and safety condition, complying with all local regulations and applicable laws. Drivers will be properly trained and responsible for the safety and comfort of the passengers during the service.

Passenger Responsibility

It is the customer’s responsibility to provide all necessary information for the service. If the customer fails to do so and later requests extras, shuttlecomm.com and its affiliates will not be responsible for unavailability of requested items. The passenger agrees to behave respectfully and cooperatively during the service. Any inappropriate behavior (such as alcohol or drug consumption, aggressive attitudes, or disrespect toward the driver or other passengers) may result in service cancellation without entitlement to any refund. The passenger must be in adequate physical condition to travel. If the driver observes that a passenger is in compromised health or shows clear signs of intoxication, they reserve the right to cancel the service and, if necessary, take appropriate measures to ensure the safety of the passenger and other passengers receiving service at that time.

Intellectual Property

shuttlecomm.com reserves all rights to the use of its trade name, logos, promotional materials, and other elements related to the service. The passenger is not authorized to use these elements without the owner’s explicit consent.

Contract Acceptance

By making a reservation and using the service, the passenger accepts all terms and conditions, as well as the reservation policies established in the service. The contract becomes effective upon confirmation and is binding for both the passengers and the company. A reservation is considered complete when a confirmation number is provided and the corresponding reservation charge is applied. The customer consents to the use of their credit/debit card number for payment and confirms they acknowledge and accept our reservation, payment, exchange rate, modifications and cancellation policies. They also accept the conditions of charges associated with the selected rate. shuttlecomm.com is an independent company from the affiliates offering online booking reservations for private transportation services, over whom we have no direct control. We act solely as agents for the passengers to arrange transfers or any other related service. We assume no responsibility for any injury, damage, death, loss, accident, partial cancellation, or delay to persons or property due to negligence or failure by any provider or individual delivering any of the services included in the tour or transfer. Any dispute related to these policies shall first be resolved through direct negotiation between the parties. If no agreement is reached, it shall be subject to the jurisdiction of the competent courts of the location where the company is headquartered.

Modification of Bookings

Any changes to your booking (date, time, destination, or passenger count) may be allowed and are subject to availability and some restrictions. Any modification should be requested within
72 and the scheduled transfer time
of service and may incur additional fees. Please contact us immediately.

Cancellations of Bookings

Cancellation of the service must be made at the same location where the reservation was processed and confirmed. Please review our Cancellation Policy.

Cancellations Due to Force Majeure

In extraordinary cases, if our affiliates are compelled to make a significant change to the service conditions or cancel the service prior to its provision, we will make every reasonable effort to find viable alternatives for any confirmed reservation that we must cancel. If we are ultimately forced to cancel your reservation, you will receive a full refund of the amount paid; this refund will cover all obligations to the customer arising from such cancellation. If circumstances beyond the company’s control (such as natural disasters, strikes, accidents, among others) prevent the provision of the service, the carrier shall not be liable for any resulting damage or losses. However, the passenger will be offered the option to reschedule the service or receive a partial refund, depending on the specific situation.

Reimbursement

This policy outlines the conditions, procedures, and timelines under which customers who pay online for ride transfer services (from point A to point B or C) are eligible for reimbursement. The goal is to ensure transparency, fairness, and prompt resolution of payment-related issues while maintaining customer trust and satisfaction. This policy applies to all customers who have made an online payment (via credit/debit card, or other approved digital methods) for a scheduled or completed ride transfer service operated by shuttlecomm.com between designated point A and point B or C.

Invoicing

If you need an official billing receipt, please after your ended transfer you can request it to: billing@shuttlecomm.com

In the case of customers or companies not registered in Mexico, a general invoice (non-fiscal) will be issued. This document is informational only and serves as proof of payment for the contracted service. It is important to note that shuttlecomm.com can only issue tax-deductible invoices within some countries (please verify prior to your booking submission) where its daily operations are conducted. Within Mexico country, tax-valid invoices can only be issued to individuals or entities registered with the Mexican Tax Administration Service (SAT) and that have a valid RFC (Federal Taxpayer Registry) within Mexican territory. All tax invoices will be issued after the reserved service(s) has been paid or provided, and for invoice requests, must be submitted within the same month the service was processed.

If you require an official Mexican Invoice, please send the following complete information to our email: billing@shuttlecomm.com with:

• RFC (Federal Taxpayer Registry).
• Name or Business Name (exactly as registered with SAT).
• Tax Regime.
• CFDI usage (specify the purpose of the invoice).
• Postal code of the fiscal address.
• Email address.