Terms and Conditions

ARRIVALS

STP Caribe is not responsible for missing information in your reservation sheet, such as allergies, missing baby car seats, toddler seats, booster seats etc. All special requests must be made 48 hours beforehand to the reservation department or sales agent. This policy applies to individuals and groups.

DIFFERENT FLIGHTS ARRIVALS

Passengers arriving on different flights must inform their multiple flights to STP Caribe and have the pickup scheduled on the last arriving flight. We are not responsible for late arrivals on flights and will make the service on the established pickup time. For extra waiting time at the airport from the established pickup time it will be considered as a Stop and the payment will be via Cash or Payment Link to STP Caribe (Go to Stops Policy for more information).

DEPARTURES

Departures pick-up time from your resort/Hotel Pickup of your choice destination is very important, normally Airlines and Airport authorities request that you and your family members be at Airport Terminal at least 2 hours and a half in advance of your departure flight time. Our reservation system will contact you if the pickup is closer to the flight departure. Please consider the driving time from your resort plus the two hours and a half hours that authorities will request. In case of the departure is changed to a specific time and not the recommended one by STP Caribe, it will not assume the responsibility of a lost flight. STP Caribe advises you to take extra time due to the ongoing construction zones and road accidents which can elongate the time of the journey to the airport. STP Caribe will not be liable in departures affected due to unseen conditions, (such as traffic jams, road accidents, and weather conditions, amongst others). For extra waiting time from the established pickup time at the departure site it will be considered as a Stop and the payment will be via Cash or Payment Link to STP Caribe (Go to Stops Policy for more information).

LOST & FOUND

STP Caribe will not be liable for lost baggage or items left in the vehicle since, baggage is never removed from the passenger’s presence and is stored in the passenger compartment in which the passenger is riding. A passenger’s baggage remains, at all times, the responsibility of the passenger. STP Caribe is not responsible for any loss or damage that may occur to personal items left unattended in our vehicles or premises. Please check to see that you have all of your belongings before your service and after you get off your vehicle. STP Caribe is not responsible for the handling of the luggage to the hotel “Bellboys” in case they lost said luggage or item, the passenger must take responsibility for the handling of their luggage. Valuables: While we prioritize the safe return of all lost items, STP Caribe assumes no liability for the loss of personal valuables, including but not limited to cash, credit cards, identification documents (passports, driver’s licenses, etc.), jewelry, electronic devices, or other high-value items. STP Caribe reserves the right to request identification and detailed descriptions of the lost item(s) before returning them to the owner. Items unclaimed after 24 hours will be considered abandoned. If you just got off your STP Caribe Vehicle, and you believe that you left something on board. STP Caribe will return your items at an additional cost if the vehicle has the items or luggage on it and has already left the premises. Call STP Caribe office by dialing 01 800 640 7505. We will attempt to intercept your van and try to find your missing articles. If you believe that you left something on an STP Caribe Vehicle and a day or more has passed by, contact our Customer Service department by email at [email protected] Please check to see that you have all of your belongings before you get off your van.

MODIFICATIONS AND CANCELLATIONS TO THE ORIGINAL RESERVE

Modifications Our Drivers and Airport Staff are not able to help with changes on the reservation please contact our office by replying back to your confirmation email , through our email [email protected] , through our EEUU Phone number:01-800-640-7505 , through our Whatsapp Line +52 998-227-2000. However Changes and modifications must be made and informed 24 HRS Prior to the Pickup Departure or Arrival flight time.

STOPS POLICY

STP Caribe grants you a one time 5 minute stop on the road for the following necessities: Bathroom, Money Withdrawal, or Pharmacy. Any extra Stop must be paid in advance or informed to the driver. Paid Stops have a 50 minute time limit and must be made to STP Caribe via Cash or a Payment Link sent through our reservation department Stops have a time limit upon high volume traffic, Multiple stops can be denied if they are not informed 24 hours beforehand.

BROKEN ITEMS ON BOARD

STP Caribe vehicles and limousines include important crystalware in their units for the exclusive use of our passengers on board. If the passenger breaks an on board amenity, he will have to pay the full price of it to STP Caribe via Cash or a Payment Link sent through our reservation department.

About ferry and taxi to islands

*Ferry and taxi to Cozumel island not included on all services*
*Ferry and taxi to island mujeres not included on all services, available as an additional purchase*
*Ferry and taxi to Holbox island not included on all services, available as an additional purchase*

CANCELLATION, MODIFICATIONS, & NO SHOWS POLICY

Cancellations

The Reservations that are Canceled 24 hours before the Arrival or Departure of their service are viable for a full refund.

The Reservations that are canceled in less than 24hrs are non-refundable.

Cancellations from STP Caribe to your service can be made in emergency weather situations & natural disasters.

Modifications

Modification: to be understand as a change in a reservation of time, passengers, destination, vehicle, flights.

All modifications must be made 24 hours before the scheduled service.

Modifications made to time or flights on the service within less than 24 hours of it will be charged full price, cancelled, & can not be rescheduled due to high volume traffic reservations. Unless our reservations department says otherwise through Email.

Any modification made to the number passengers that exceeds the capacity of the vehicle can be recheduled on another vehicle with the corresponding capacity or add another vehicle to the reservation but the customer must pay accordingly to these changes.

Any modification made to the destiny of the service can be recheduled but the customer must pay accordingly to these changes.

NO SHOW
A No Show Service is a service in which a change or cancellation is not reported to STP Caribe and STP Caribe shows to the designated Pickup Service on the Date and Time made on the reservation. A No Show Service will have the same cancellation policy as a reservation Cancelled in less than 24 Hrs, and it is a non refundable service.

A Service Cancelled by the airline will have the same cancellation policy as a reservation Cancelled in less than 24 Hrs, and it is a non refundable service.

The following cancellation policy only applies to reservations made on www.blackluxuryservice.com.mx . If your reservation was made through a booking agent, travel agent, travel applications, Hotel Concierge, OTA´S Customer service, amongst others, please contact them through their customer service telephone number, as their general policy and cancellation policy may vary.

LUGGAGE INSURANCE

INSURED SUM LIMIT FOR LOSS OF LUGGAGE. PERSONAL, SCHOOL, AND TOURISM USE: 20 UMA PER DAY. IT IS STATED FOR THE RECORD THAT IN THE EVENT OF A LOSS OCCURRING WHERE THE UNIT PROVIDES URBAN OR SUBURBAN SERVICE, THE LOSS WILL NOT PROCEED, RELEASING US FROM ALL LIABILITY. THUS MEANING THAT THE CUSTOMER MUST DECLARE ON THEIR RESERVATION PREVIOUS TO THEIR ARRIVAL THEIR LUGGAGE QUANTITY PREVIOUS AT THE TIME OF THEIR BOOKING.

LÍMITE DE SUMA ASEGURADA POR PÉRDIDA DE EQUIPAJE. USO PERSONAL, ESCOLAR Y TURISMO: 20 UMA DIARIA. DONDE LA UNIDAD PRESTE SERVICIO URBANO O SUBURBANO EL SINIESTRO NO PROCEDERÁ, LIBERANDONOS DE TODA RESPONSABILIDAD. ESTO SIGNIFICA QUE EL CLIENTE DEBE DECLARAR EN SU RESERVA, ANTES DE SU LLEGADA, LA CANTIDAD DE EQUIPAJE QUE TENÍA EN EL MOMENTO DE EFECTUAR LA RESERVA.

COOKIE POLICY

Your Consent to Cookies

STP Caribe values your privacy. This Cookie Policy explains what cookies are, how we use them on our website https://www.blackluxuryservice.com.mx/ , and your rights regarding their use. By continuing to browse our website, you consent to the use of cookies as outlined in this policy.

WHAT IS A COOKIE

Cookies are small text files that are stored on your device (computer, tablet, or smartphone) when you visit a website. They enable the website to recognize your device and store certain information about your preferences or past actions.

TYPES OF COOKIES WE MAY USE

We work with trusted third-party service providers (e.g., Google Analytics, Facebook Pixel) who may set cookies on your device. These cookies help us understand user behavior and optimize our marketing efforts. For more information on how these providers use your data, please refer to their respective privacy policies.

Strictly Necessary Cookies: These cookies are essential for the proper functioning of our website. Without them, certain features like booking forms or secure payment options may not work.

Performance Cookies: These cookies collect anonymous information about how visitors use our website, such as the pages they visit most often or error messages received. This data helps us improve website functionality.

Functional Cookies: These cookies allow our website to remember your preferences (e.g., language settings or saved bookings) to provide a personalized experience.

Targeting/Advertising Cookies: These cookies track your browsing habits to deliver personalized ads or offers. They may also limit the number of times you see an ad and help measure the effectiveness of advertising campaigns.

Third-Party Cookies: Some cookies are placed by third parties, such as analytics or social media platforms, to enhance your experience or analyze website traffic.

By continuing to use our website, you agree to the placement of cookies on your device as described in this policy. If you do not agree to our use of cookies, please adjust your browser settings or refrain from using our website. By using our website, you acknowledge that you have read and understood this Cookie Policy. Thank you for trusting STP Caribe and Black Luxury Service with your online experience.

Traveling with a Disability

STP Caribe wants to inform our customers that the vehicles do not have the tools or equipment needed for disability or special needs travel. We can try our best to accommodate your needs; however, our staff is not trained to handle the special attention that this service may request, whether physical or medical. We insist that all of our customers feel welcome to join us on board with their own disability nurse or disability caregiver to help them with their travel needs, as STP Caribe is not responsible for any mishaps that may occur in handling.

For more information please contact our staff through our email: [email protected]

STP Caribe charges an aditional fee called Point 2 Point for all services that are not to/from the local airports, and it´s found as the p2p fee on your voucher

LOCATION

Jose Maria Pino Suarez, 77130 Tulum, Q.R.