Frequently asked questions

Per vehicle. One flat rate covers your whole group up to the vehicle capacity, so the more of you travel together, the less each person pays.

A private transfer runs from $35 USD for the Cancun Hotel Zone up to $125 USD for Tulum — a flat rate for the whole vehicle, not per passenger, with no meter and no surge pricing. The total you see at booking is the total you pay.

You pay securely online when you book — card, Apple Pay or Google Pay — and get instant confirmation and a voucher by email.

Only if you choose to pay that way. Booking online prepays the ride in full, taxes and tolls included, and you hand your driver nothing. If your pickup is at Cancun airport between 8:00 AM and 7:00 PM you can instead pick “pay cash to the driver” at checkout — then bring the exact amount, because your driver carries no change and cannot take cards. Either way, a tip is welcome but never required.

Yes. Email your voucher, payment proof and tax details to bookings@etransfers.com within the same month of service, and we will issue your invoice.

Just outside the terminal exit, holding a sign with your name — no need to deal with the airport taxi vendors.

Your voucher includes a 24/7 contact number. Call us and we will connect you with your driver right away.

100% private. The vehicle is exclusively yours, direct to your hotel with no other passengers and no extra stops.

Yes. Our drivers are bilingual, and support is available in English and Spanish 24/7.

A private van carries up to 7 passengers with luggage, and we have larger vehicles for groups of up to 15 or more. Tell us your numbers and we assign the right vehicle.

Yes, free of charge. Just request them when you book so your driver has them ready.

Yes. Tell us about strollers, golf bags, coolers or extra suitcases and we assign a vehicle with room to spare.

Yes. A quick supermarket or OXXO stop can be arranged on the way to your hotel — a popular request for guests heading to a condo or villa.

Yes. We monitor your flight in real time and adjust the pickup automatically, so a delay never leaves you without a ride.

Your driver waits at no extra cost. Flight tracking means we already know your new arrival time.

Service runs 24/7. Late-night and early-morning arrivals are fully covered — your driver still meets you at the exit with your name.

Anytime, but at least 24 to 48 hours ahead is best to guarantee your preferred vehicle. Last-minute bookings are often possible too — just contact us.

Yes, and what you get back depends on the rate you booked. On the Premium rate, cancel up to 24 hours before pickup and we refund the full amount. On the Economical rate there is no refund: the full amount stays as open credit, with no expiry date, and you also get one change of date or time, 48 hours in advance. Either way, write to customer service by email with your reservation number.

It depends on the rate. Premium: cancel at least 24 hours before pickup and you get a full refund, with no cancellation fee. Economical: no refund at any time — the full amount becomes open credit for a future trip, with no expiry date. Cancellations inside 24 hours and no-shows are non-refundable on both rates. Send the request in writing with your reservation number; the full text is in our Terms.

Yes — door-to-door to any hotel, resort, condo or private address from Cancun to Tulum and everywhere in between.

Yes. We drive you to the ferry terminal (Playa del Carmen, Gran Puerto or Chiquila); you buy the ferry ticket and board there.