Refund Policy

Cancellation Policies

Cancellations must be made at least 24 hours before the service. If the cancellation is made less than 24 hours before the service, we refer to our refund policies* for the issue of compensation. Cancellations must be made through an official means of the company Mail info@aerotpv.com or tel. 3221089812 by message, including the details of your reservation, as well as the reason for the cancellation. Cancellations will incur the full cost of the trip per our refund policies* The “no shows” in our previously paid reservation services if there is no prior cancellation are subject to refund policies*.

Reservation Policies

Reservations made by email or whatsapp must have at least 24 hours in advance to confirm the service.
Services booked through our website WWW.AEROTPV.COM must be 24 hours in advance in order to ensure the transport service.
If you do not receive a confirmation from the “TPV” company, it is understood that the service is not scheduled for transportation.

Refund Policies

Services previously paid and considered “NO SHOW” *, will not be subject to any kind of reimbursement or compensation due to the logistics and time incurred by the units when waiting for the services.
Tickets for services sold at airport checkouts must be issued for a minimum of 30 minutes at the time of requesting reimbursement.
Refunds of tickets issued at the airport may be granted at the same place as long as they are subject to return under the above terms.
The digital tickets for which a refund is required will be made within the next 24 to 48 business hours after receiving a favorable response from the company, subjecting the assumptions to our cancellation and refund clauses.

No Show

It is understood of the pre-contracted and prepaid services where both the staff and the units are waiting for it, given as understood “NO SHOW” when the staff completes 60 minutes of waiting from the landing of the plane where the passengers are to the transportation service.

TRANSPORTACIONES PUERTO VALLARTA S.A. DE C.V. Terms, Conditions, and User Policies These Terms and Conditions apply to the use of the content, products, and/or services of the website (hereinafter the “Terms and Conditions”). They contain the agreements governing the relationship and access of users from the United Mexican States to the website https://www.aerotpv.com, of which TRANSPORTACIONES PUERTO VALLARTA S.A. DE C.V. is the owner of the brand and name (hereinafter identified as “TRANSPORTACIONES PUERTO VALLARTA”).

By accessing the website, every user must express their acceptance of these Terms and Conditions in order to use the web portal, and if they do not accept them, the user must refrain from accessing the site. Likewise, by accepting these Terms and Conditions, users expressly state that they have read and accepted the Privacy Notice of TRANSPORTACIONES PUERTO VALLARTA, which can be found on the website portal. By adhering to and accepting these Terms and Conditions, the user grants (this does not imply the sale or transfer in any way other than expressly stated herein) access to the information and products provided through the website, in accordance with these Terms and Conditions, as well as any other type of data that may be included and that may be subject to updates or replacements by enhanced functions or updates of the portal. These Terms and Conditions expressly replace agreements or commitments entered into between the parties. TRANSPORTACIONES PUERTO VALLARTA may cease to offer the products or deny access to them at any time and for any reason unilaterally. TRANSPORTACIONES PUERTO VALLARTA has full autonomy to modify the Terms and Conditions when it deems it appropriate, and such modifications will be informed and published on the website. Modifications will be effective after publication by TRANSPORTACIONES PUERTO VALLARTA on the portal, and accessing or continuing to use the services after such publication constitutes your consent to be bound by the Terms and Conditions and their modifications. We recommend periodically reviewing the Terms and Conditions. User access to the website is free and unrestricted; however, the use of content or the acquisition of products and/or services implies a cost for the user. The portal only allows access to persons of legal age, and it is not responsible for any breach of this requirement. The information collected by TRANSPORTACIONES PUERTO VALLARTA is used for the full identification of users who intend to acquire products, for the prevention of fraud, and in general, for the purposes defined in the corresponding chapter on information management.

USE AND NAVIGATION ON THE WEBSITE By using the website and placing orders through it, the user agrees to: i) use the web portal only to make legally valid inquiries or orders, ii) not place any false or fraudulent orders; if it could reasonably be considered that such an order has been made, we are authorized to cancel it and inform the relevant authorities, iii) provide us with their email address, postal address, or other contact details truthfully and accurately. The user must not misuse the website by intentionally introducing viruses, trojans, worms, logic bombs, or any other technologically harmful or damaging program or material. Failure to comply with the provisions of these Terms and Conditions may result in the commission of offenses under applicable regulations. Likewise, in the event of non-compliance with the provisions herein, access to the website will be denied. TRANSPORTACIONES PUERTO VALLARTA does not guarantee the continuity and availability of content, products, and/or services on the website, and will take actions to promote the proper functioning of said website without any liability. Likewise, it is not responsible for any damages caused by access to and/or use of the website, by any other technologically harmful or damaging program or material that may affect your computer as a result of the use or download of content from the site. The website involves the use of cookies, which are small amounts of information stored in the browser used by the user, such as login data, user preferences, date and time of access to the website, sites visited, and IP address. This information is anonymous and will only be used to improve the website. Cookies facilitate navigation and make it more user-friendly; however, the user can disable them at any time from their browser, understanding that this may affect some functions of the website. The website may contain links to other internet portals owned by third parties. These links are provided solely for informational purposes, and TRANSPORTACIONES PUERTO VALLARTA has no control over the content of such websites. Therefore, we are not responsible for any damage, harm, or loss arising from their use.

USE OF CONTENT AND INFORMATION The user owns all content and information provided to TRANSPORTACIONES PUERTO VALLARTA. All information collected by TRANSPORTACIONES PUERTO VALLARTA is provided by users freely and voluntarily, to be managed by TRANSPORTACIONES PUERTO VALLARTA or by its designee. The user may exercise their right to know, update, modify, and delete Personal Data existing in the database of TRANSPORTACIONES PUERTO VALLARTA. Therefore, they must make the corresponding request, claim, or data deletion to the email address https://info@tpvtaxis.com, detailing the modifications to be made and providing supporting documents. The use of personal data will be limited to what is provided in the Privacy Notice of TRANSPORTACIONES PUERTO VALLARTA, which can be found on the website portal.

PROTECTION OF PERSONAL DATA TRANSPORTACIONES PUERTO VALLARTA will take the necessary actions to protect all information and databases provided through the website to the extent possible. Therefore, TRANSPORTACIONES PUERTO VALLARTA states that it acts as the controller of the personal data provided, making it known that they will be treated and safeguarded based on the principles of legality, quality, consent, information, purpose, loyalty, proportionality, and responsibility, as established in the Federal Law on Protection of Personal Data Held by Private Parties. TRANSPORTACIONES PUERTO VALLARTA will not disclose, encumber, or transfer the personal data collected through the website, except in cases established by law. Likewise, it states that it has the necessary means to preserve their confidentiality and security.

INTELLECTUAL PROPERTY TRANSPORTACIONES PUERTO VALLARTA asserts its industrial property rights over the website, including images, audio or video files, logos, trademarks, colors, structures, typographies, designs, and other elements that distinguish it, protected by Mexican and international legislation on industrial property. The user agrees to respect the industrial property rights of the owner, so the user may not copy, reproduce, modify, download, alter, adapt, or generate new content from those accessed by purchasing the products offered on the website or by using the portal.

SERVICE OVERVIEW The ticket is the printed or digital, verifiable representation of access to the transportation service, as well as the right to traveler’s insurance. Luggage travels at the user’s own risk as it is never documented by the carrier. Any damage or harm to property owned by the company caused by the use of the service must be covered by the taxi user.

SERVICE MODALITIES Sedan- The standard sedan car service is provided for a capacity of 1 to 3 passengers with luggage properly accommodated in the trunk of the car, with the option to sell a 4th passenger quantity that must be covered before leaving the airport facilities, as long as the luggage can be properly accommodated in the vehicle’s trunk. If this is not the case, the service will have to be paid under the following modality.

Van or Minivan- The standard van or minivan service is provided for up to a maximum of 7 passengers. The luggage must be properly accommodated in the trunk of the vehicle and under no circumstances on the seats of the unit. If the luggage is not carried in the indicated place, the luggage remains completely uncovered due to negligence or carelessness of the passengers. If extra space for passengers is required, the service will have to be paid under the following modality.

Maxivan or Large Van- The service will be provided when the capacity of the van modality is exceeded by the capacity of passengers or luggage, charging in this modality the cost* of the van or maxivan plus each extra passenger up to a maximum limit of 12 passengers, always ensuring that the maximum luggage capacity is not exceeded. If both luggage and passenger are exceeded, an additional service must be contracted to provide the service without inconvenience.

BOARDING For boarding, it will always be necessary to present your paid service ticket in any of its modalities*. Boarding will take place within the facilities and roadways of the Gustavo Díaz Ordaz Airport, where authorized personnel from the Transportaciones Puerto Vallarta carrier will assign the corresponding unit according to the service contracted by the taxi user. The luggage will be accommodated by the operator of the unit in the trunk, always considering its capacity to be able to provide the service. Boarding the unit will ALWAYS be done on the right side of the vehicle. In the case of our location within the airport, it will be on the side of the vehicle parallel to the pedestrian walkway. In the case of boarding children under 12 years of age, they will board in the rear passenger seat for safety and in compliance with insurance requirements. There may be no luggage inside the passenger cabin of the vehicle.

TICKETS 1.- Each printed or digital ticket is for single use. Once scanned or, failing that, the transfer covered by the voucher is completed, it cannot be reused for a new service. 2.- Tickets may be found or presented in the following ways: a) Digital Tickets: will be sent to customers’ phones when payment for transportation service is made through digital platforms, such as our website (www.aerotpv.com), email (info@tpvtaxis.com), or our customer service phone +52 322 175 5645. Any of these means must receive a digital receipt. b) Physical Ticket: will be delivered to passengers at the time of purchase upon arrival at the airport either through our physical boxes within the facilities or, alternatively, when booking by email or website with the option to pay upon arrival at the airport. Questions, Complaints, and Service: 3.- For any act of complaint, confirmation, or doubt, it is necessary to present it either physically or digitally in order to carry out the follow-up as required. 4.- On all occasions and with the ticket in any of its presentations, it must be carried and presented by the passengers in order to board the units and carry out the transfer. Otherwise, the service cannot be provided, for the safety of both the passenger and the personnel in charge of the carrier’s operation. 5.- It must be kept at least throughout the journey and at hand, as authorized personnel of the carrier may require it to confirm that the service is heading to the correct address and destination. Passenger or Taxi User and Ticket Insurance: 6.- It is a faithful representation of your insurance as a taxi user, with which you will have access to the coverages contracted and covered by the carrier. Without a ticket or proof of service contracting, no type of claims will be covered under any circumstances. 7.- The luggage may, under circumstances stipulated by the insurance and under its own terms and conditions, be covered as stipulated in the policies, in percentages and amounts described therein, releasing the carrier from any indemnity that the customer may seek to claim. 8.- To initiate a claim process for luggage damage, the customer must have real, current, and good-quality evidence, such as photos or videos showing the item in undamaged condition before taking the transportation service. *9.- Insurance coverage and its scope are attached at the end. 10.- Passenger or Taxi User: A) Any person who obtains our service and travels in the

PAYMENTS 1.- Payments will be accepted in the following modalities: A) Cash (national currency, dollars, or euros) B) Debit or credit card (Visa, Mastercard, or American Express) C) Bank transfer 2.- Payments in kind or in any other modality or presentation outside of what is provided in the previous point will not be accepted. 3.- Any error or omission in payment by the taxi user must be covered prior to the transportation service. 4.- Any error or omission of information by the taxi user that consequently results in an error in the service charge must be covered prior to the transportation service, bearing in mind that it is always the responsibility of the taxi user to know the address to which the service will be provided.

CANCELLATIONS AND/OR REFUNDS 1.- If the taxi user wishes to cancel a ticket or service purchased physically at the airport, only authorized personnel from the TPV carrier may authorize its cancellation, taking into account the following 2 reasons to proceed: a) Waiting time exceeding 30 minutes b) Due to reasons attributable to the carrier 2.- If the customer wishes to cancel the ticket for their own reasons without falling under any circumstances in which the company is responsible for what happened, it will not be a cause or justification for cancellation. The ticket will be valid for 365 days from the date issued to take advantage of the purchased transfer. 3.- Refunds will only be made by authorized personnel of the “TPV” carrier and will not be entitled to any additional compensation beyond the cost of the ticket under any circumstances. If payment was made in cash, the cost of the service will have to be refunded in the same way, with no other alternative. If payment was made by credit or debit card, the refund will be made using the same method and by the company, every time the cancellation is made within the period prior to the end of the day, requiring a period of 48 to 72 business hours.

PET TICKETS 1.- It is the responsibility of the taxi user to always declare when traveling with a pet. 2.- All pets are welcome in the units of the “TPV” carrier, with a single cost established by the carrier itself that must be covered at the time of purchasing their transportation service ticket. 3.- If the taxi user does not declare traveling with a pet before boarding, a charge will be made at a second security checkpoint of the carrier, a cost that will not be objected to by the taxi user, thus preventing and ensuring optimal conditions for all taxi users traveling with “TPV”. 4. – If the taxi user expresses NOT wanting to pay the cost for pet transportation, the unit will return to base, with no option for a service refund and referring to (CANCELLATIONS, The cost of pet transportation service is fixed and allows transporting up to 2 animals per unit only.

DAMAGE TO TRANSPORTACIONES PUERTO VALLARTA PROPERTY

1. Any damage caused by the taxi user, regardless of the reason, negligence, recklessness, premeditation, or advantage of the situation, must be economically and immediately compensated by the taxi user.
2. In any case where the taxi user refuses to compensate for the damages caused to the unit, the service may be suspended at any time without the option of refunds or any additional compensation.
3. If the damage caused to the unit is considered major, whether within the airport facilities, during the service journey, or upon arrival at the destination, the taxi user may be referred to the authorities in any case where the response is negative in covering the damages caused. It is the responsibility of the client to respect the carrier’s units to keep them in optimal conditions. LUGGAGE The luggage travels under the responsibility of the taxi user as it is never documented by the carrier. If any damage is reported after the service, the carrier will not be obligated to respond in any way, as the luggage goes through different processes before reaching the final destination with the customer. The only way to file a claim would be to have convincing evidence that the luggage was in optimal condition before taking the carrier’s service (photo, video, etc.), where the damaged area(s) of the luggage can be seen. This must be presented and clarified upon exiting the unit where the service was provided. If not, or if the complaint is made after the service, the company exempts itself from all responsibility.

BILLING Any invoice required by the taxi user or agency clients must be requested within the current month in which the transportation service is provided. For any required invoice, it is imperative to have made the payment beforehand, clarifying that no invoicing will be carried out prior to the contracted and paid services. There will be 2 modalities to obtain the invoice for your paid transportation service:

Online billing at https://adandyou.host/tpv/public/, where you can manually generate your invoice within our portal and obtain it instantly. Email billing: to obtain your invoice via email, it will always be necessary to attach the proof of fiscal status as well as a photo or attached copy of the ticket for the paid transportation service to the email facturacion@tpvtaxis.com, where you will receive your invoice via email within a maximum period of 72 business hours.

Once the current month in which the transportation service was provided and paid for has ended, no invoice can be issued, as the service fee will be covered by a general public invoice. Once the invoice has been issued, it cannot be canceled unless there are reasons related to errors in capturing fiscal information by the carrier at the time of issuing the invoice.

ADDRESS AND APPLICABLE LEGISLATION For matters not covered in these Terms and Conditions of the Application, users agree to submit to the applicable laws of the State of Jalisco. For the interpretation and execution of these Terms and Conditions, users agree to submit to the jurisdiction and competence of the competent courts of the State of Jalisco, expressly waiving any jurisdiction that may correspond to them by reason of their present or future domicile, recognizing that their solution, if applicable, must be made through commercial channels, applying the Commercial Code and, subsidiarily, the Federal Civil Code. COMMENTS AND SUGGESTIONS TRANSPORTACIONES PUERTO VALLARTA is interested in constantly improving for its users, which is why your comments and suggestions will be well received. Any user who wishes to send comments or suggestions may do so through the contact channels outlined throughout these Terms and Conditions. Likewise, if you, as a user, believe that your rights have been violated, you can send your complaints through the contact methods at https://info@tpvtaxis.com.