Terms and conditions

Booking Policy

The following terms and conditions apply to all bookings made on this website. Please take a moment to read them before making a booking.

In these Terms and Conditions the following definitions apply:

1. DEFINITIONS

“Company”, “we”, “us”, “our” means Ploobo Labs. RSA de RL de SV, a limited company trading under current Mexican legislation.

“Customer” means the person who pays for the booking.

“Clients” means all clients named and unnamed on the booking.

“Lead client” means the first client named on the booking.

“You” and “your” means any customer, including all clients (or any of them as applicable) named on a booking.

“The Operator” means the professional service provider that will perform the transfer/tour/flight.

“Booking” means the booking for services made with us.

“Service” means any service provided by us.

“Voucher”, “Booking Voucher” means the written confirmation of the booking we will send to you by email.

“Contract” means the booking and these terms, and any other terms and conditions stated to apply to the booking.

“Terms” means these terms and conditions.

“Website”, “Websites” means www.theholboxeno.com or any other website owned or operated by us.

2. ABOUT US

We provide transport services, flights and tours, for individuals and groups. We also trade as "theholboxeno.com" and "elholboxeno.com", of which we have sole ownership.

For trading purposes, we have the telephone numbers +529983870057 and +14159064276 and operate through the following website: www.theholboxeno.com or www.elholboxeno.com with email address booking@holboxeno.com. For the purpose of providing our service, we work with transport and tour operators and airlines who deliver a professional service, or act as an agency with capacity to offer services, holding the relevant licenses, insurance and permits required by national law for this activity.

Through its websites, Ploobo Labs. RSA de RL de SV. offers transport management services, tours and flights for individuals or groups. Before requesting a service offered on our website you should ensure that you have read and understood these terms, as they will govern any subsequent contract. By making a booking, you confirm you have read these terms and have the legal capacity to accept them on behalf of yourself and all the passengers. If you do not understand any of the contract conditions, we strongly recommend that you contact our customer service department before proceeding with any booking. If you do not wish to be bound by these terms, regrettably you may not make a booking with us.

3. ONLINE BOOKING PROCEDURE

The person making the booking must be at least 18 years of age and has the responsibility to follow the online booking process, ensure all the details provided are correct and complete and make full payment.

Upon entering into a contract with Ploobo Labs. RSA de RL de SV the company will undertake the necessary formalities to organise the requested services. The contract becomes legally binding only when you have received your voucher by email. In the event of the operator being unable to provide the requested services, you will be informed and reimbursed the full amount by the same method as the payment was made, leaving us with no further liability to you. You are required to acknowledge all notifications we make to you. However, in the event that you fail to acknowledge receipt of an email, the records that exist on our email server shall be considered as proof of reception.

The act of us sending you the confirmation of charges and payments made by you shall not be considered as binding you to any contract. Minors are strictly prohibited from seeking any service from us, and their parents, legal guardians or other persons responsible for them should contact us immediately should a minor make a booking with the company for the provision of a service in order to enable us to cancel the registration forthwith. Minors are not allowed to travel with us without an adult passenger in their company.

4. PAYMENT

We accept all widely used payment methods including credit card (American Express, MasterCard/Diners International, Visa), debit card (Visa/Delta, Visa/Electron), and PayPal. Admin and card fees are included in the price stated on your voucher.

Prices are charged in Mexican Pesos and any currency conversion facility is provided as an approximation tool only.

5. CHANGES TO SERVICES

Any changes to the details on your booking voucher must be sent in writing by email to booking@holboxeno.com or requested via our Whatsapp with at least 72-hours’ notice and will not take effect until checked with the operator and confirmed to you by email. You are liable for any increased service cost resulting from requested change.

With less than 72 hours’ notice, we cannot guarantee any modifications to your booking although we will try our best to do so within our limitations.

With less than 24 hours’ notice, it is impossible to make changes to your booking.

Once the contract becomes legally binding, the customer is requested to notify our Customer Service Centre of any errors therein not less than 48 hours prior to the corresponding service.

6. CANCELLATIONS: SERVICES

Our full cancellation policy is as follows:

• 48-hours’ notice: Full refund
• Less than 48-hours’ notice: No refund is provided.

Any cancellation of contract must be made in writing by email or via our Whatsapp. You may cancel booked services separately or cancel the whole booking. If we receive your cancellation request more than 48 hours before the scheduled time of the service you wish to cancel, the amount paid for this transfer will be refunded in full. No monies will be refunded for cancellations received less than 48 hours from the scheduled time of the service you wish to cancel. In these instances, we will email you a cancellation note which may be used to claim the expense back against your tour operator, airline, or travel insurance provider. All refunds are made in Mexican pesos.

7. CHANGES AND CANCELLATIONS BY US

If the operator needs to make a significant change to the conditions of the service, or needs to cancel the service, we will inform you as soon as possible. In rare instances we may need to cancel your booking. In such circumstances you will be refunded in full, but we shall have no further liability to you arising out of such cancellation. We will, however, use all reasonable efforts to try and find suitable alternatives for any confirmed booking subsequently cancelled by us.

8. AIRPORT PICK-UPS

At the time of making a booking, it is the customer’s responsibility to provide us with the flight arrival details. This is the flight number we will track in order to facilitate your pick-up.

Delayed Flights: this refers only to the flight number you have provided. The transfer will wait up to 4 hours at no additional cost. This does not apply to arrivals after 10pm at night.

Cancelled/missed flights: If your flight is cancelled/missed, the service will be considered a no-show and there is no refund. If you arrive on the same day on a different flight number than the one stated on your booking voucher, for an additional 600 pesos, we will attempt to rearrange your pick-up. This is not guaranteed, however, and we would need to confirm availability with the operator first. This also applies to changes, delays, and cancellations of connecting flights.

If you have booked a door-to-door service and miss the last ferry to the island, we cannot provide passage to Holbox. We can arrange to drop you at a hotel in Chiquila and refund you the difference between a private service to Chiquila and the door-to-door service.

No shows: there will be no refund.

We take no responsibility for missed or connecting services.

It is the customer’s responsibility to check connecting ferry times or ask one of our operators if you are relying on a certain service.

The cost of transfer services from the airport only includes pick up from one terminal. If your group arrives on different flights, pick up will be from the last flight to arrive. You must provide us with all the flight numbers. If you would like pick-up from more than one terminal, there is an additional cost of 600 pesos.

9. HOTEL OR OTHER PICK UPS: PRIVATE TRANSFERS TO/FROM CHIQUILA AND DOOR-TO-DOOR SERVICES

Taxi pick-ups on Holbox can only wait for a maximum of 5 minutes past the time indicated on your booking voucher. It is important that the customer checks out before this time. After this time, you will need to organise a taxi to the port to ensure you catch the scheduled ferry. In this case, the cost of the missed taxi and ferry tickets are non-refundable. We cannot organise for you to collect ferry tickets if you do not take the taxi we have arranged for you. For all pick-ups, except from the airport, there is a 10-minute wait time only. We cannot guarantee that the transfer service can wait for you after this as the vehicles have a number of services on the same day and are on a schedule. If you miss the transfer, it is classed as a no-show and there is no refund. Taxis on the island can take up to a maximum of three people. The cost of the door-to-door services takes this into account. As these are golf carts, there is a limit to the number of suitcases the taxis can take. If we need to arrange additional taxis for excess luggage (more than 2 large suitcases per taxi), the cost will be charged to the customer.

The cost of services to the airport only include drop off at one terminal. Additional terminal drop offs have a cost of 600 pesos.

10. SHARED AIRPORT SHUTTLES

This service will wait a maximum of 5 minutes past the scheduled time. If the customer misses the service, it is considered a no-show and there is no refund. It is important that you are at the meeting point at the scheduled time.

Walk-ins are not permitted. Services must be booked in advance.

11. CHARTER FLIGHTS

Please ask us for the airline’s cancellation policy and terms and conditions.

12. TOURS

All tours must be booked in advance.

If we need to cancel due to the weather/poor conditions, the customer will be refunded 100% of the cost.

13. OPERATORS

All services are run by our chosen operators.

Ploobo Labs. RSA de RL de SV. runs the website which acts as an interface between the customer and the service supplier. We take no responsibility for services provided by the supplier. All complaints and comments should be directed to booking@holboxeno.com

14. CHILD SEATS

The lead passenger must check, under his/her solely responsibility, that such child restraint devices are suitable for the vehicle and are properly used and installed in it. The company assumes no liability resulting from any failure to use, install, or check the restraint device, or resulting from its incorrect use.

We will endeavour to ensure that child seats are provided if requested on booking. There may be instances when such seats are unable to be provided. We do not currently have booster seats for older children.

Child seats have no additional cost.

15. CHILD PRICING: TRANSFERS

All children and infants count towards the occupancy of the vehicle, regardless of age, and thus should be included in the total number of passengers at the time of booking.

16. CHILD PRICES: TOURS

This varies depending on the specific tour. Ask Customer Service for more information.

17. WHEELCHAIRS AND BOOKINGS FOR DISABLED PASSENGERS

Transfer Services for disabled passengers must be requested by contacting our Customer Service Centre. We will try our best to meet your requirements, although we are not specialists in transfers for disabled passengers. Disabled passengers using our services must be able to board the vehicle independently or with the assistance of those in their party. We only take foldable wheelchairs. We regret that we cannot currently guarantee the type of vehicle that will be used for your transfer.

18. TRANSFERS: PRE-BOOKED EXTRA STOP

During the booking process you are given the opportunity to pre-book extra stops if you need to collect and drop off, or if your group will be split between more than one address. The extra stop address must be located in the same destination as your principal pick-up address. The cost of an extra stop is 600 pesos and the duration is limited to 5 minutes. If you would like a longer stop, or an addition pick up from a different pick-up destination, ask Customer Service for pricing and availability.

19. TRAVEL INSURANCE

We strongly recommend that you contract travel insurance which is adequate for your needs. Please read all the contract details and print the documentation so that you can take it with you when you travel. Comprehensive travel insurance will cover you for many eventualities that are beyond our control.

20. FORCE MAJEURE

We accept no liability and will not pay any compensation where the performance of our obligations or the Operator’s obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action.

21. YOUR RESPONSIBILITY

By entering into this contract you implicitly declare that: you are of legal age and in full use of your mental faculties thus enabling you to comply with all your legal responsibilities concerning this agreement. You are aware of the extent of the services which are the object of this contract, of the aforementioned information concerning us, of the content of these terms and conditions. The credit or debit cards that you use belong to you and that there are sufficient funds to cover the cost of the service. You understand that you must notify us as soon as is reasonably possible of any alteration to the details that you have provided.

The services to be supplied are in accordance with the details specified in the voucher sent by email. It is your responsibility to check the voucher for accuracy. If the details of the voucher are incorrect you must contact our Customer Service Centre immediately to rectify these.

You are solely responsible for carrying all documentation necessary for frontier crossing. We hereby refute all liability and refuse to incur any supplementary expenses caused by failure to carry these documents or by failure to observe customs, police, tax authorities or administrative rules of those countries where entry is required. The voucher is not a valid documentation to obtain entry visas.

We reserve the option not to accept future bookings in the event of serious or repeated incidents involving any customer.

22. RIGHT OF ADMITTANCE / USER CONDUCT

In entering into this contract, you tacitly accord to us and the operator the right to refuse any customer who, at the operator’s discretion, may be under the influence of alcohol or drugs and those whose behaviour may be considered dangerous or aggressive. Smoking is forbidden inside vehicles or the immediate vicinity.

23. COMPLAINTS

If the service you received from the operator does not meet your expectations, this must be immediately reported to our Customer Service Centre and, if possible, at the moment the problem occurs. Complaints received after the service has been completed and which were not brought to our attention at the time may not be upheld as we were not given an opportunity to intervene or otherwise provide assistance. Our contact details are provided on your voucher. Written complaints should be received no later than 28 days after the date of the service and sent by email to booking@holboxeno.com

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24. OUR LIABILITY

If we fail to comply with these terms, we shall only be responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence and only up to the value of the fare paid by you. We will not be held responsible for any loss or damage that is not foreseeable nor that is consequential. We are not liable for breaches that are not directly attributable to us, or those produced by accident, force majeure, or due to legal or administrative requirements.

We cannot be held liable for incidents that may occur during the provision of the service, more specifically illnesses, personal injuries or death. All our chosen operators have the insurances and permits to provide these services and all liability lies with them. We cannot guarantee the accuracy or reliability of the content of this website. However, every endeavour will be made by us to rectify in the shortest possible period any errors to which our attention has been drawn. Should such errors result in bookings being made against faulty pricing and promotional information, we reserve the right to terminate the contract without offering compensation to the customer.