Terms and Conditions

1. Who we are

Caribexus is a tourism services agency based in Punta Cana, Dominican Republic, that arranges private transfers, tours, vehicle rentals and trip planning through caribexus.com (the "site").

Contact: email info@caribexus.com, phone and WhatsApp +1 829-444-9467.

In these terms, "Caribexus", "we", "us" or "our" means Caribexus; "you", "customer" or "user" means the person who uses the site, sends a request or receives a service, and the people travelling with them.

2. Acceptance of these terms

By ticking the acceptance box, sending a transfer or tour form, creating your account or using our services, you confirm that you have read and accept these Terms and Conditions and the Privacy Policy.

You must be at least 18 years old and legally able to enter into contracts. If you book for other people (family, friends, a group), you confirm that you have their permission, that you will share these terms with them and that you are responsible for the details you give us about them.

We keep the date and version of the terms you accepted as a record.

3. What we offer

• Private transfers: private vehicle transport between airports, hotels, villas and other points in the Dominican Republic.
• Tours and activities: tours and experiences run by independent local operators.
• Vehicle rental: arranging rental vehicles with authorized providers.
• Trip planning and virtual assistant: guidance to help you organize your stay.

Photos, descriptions, durations and itineraries on the site are for guidance. They may vary with the season, weather, availability or operator decisions, without changing the essence of the service.

4. Booking requests and confirmation

When you send a form, you are making a booking request. We send you a "request received" email, which is not yet a confirmation.

Your booking is confirmed only when we expressly tell you so by email, WhatsApp or through the "Confirmed" status in My account, together with the final price.

If we cannot fulfil your request (no availability, incomplete details or safety conditions), we will let you know and you will not be charged.

You are responsible for giving us correct and complete details: name, an active phone or WhatsApp number, email, date, time, flight number, hotel or address, number of people, ages of children and luggage. Errors or omissions may prevent or delay the service, and in that case we will not be responsible.

Please keep your phone or WhatsApp available on the day of the service. If anything changes (flight, time, hotel or number of people), let us know as soon as possible.

5. Prices

All prices are in US dollars (US$) unless another currency is stated.

Prices shown on the site or by the virtual assistant are estimates based on the information you give us. The price that applies is the one we confirm for your booking.

The confirmed price does not change if the service is provided as booked. It may be adjusted, always with prior notice, if the booking details change: more people or luggage, a different route or address, extra stops, night hours, additional waiting time or a different vehicle.

If we spot an obvious pricing error on the site (for example, a price clearly out of line due to a technical fault), we will tell you before confirming, and you can accept the correct price or cancel at no cost.

Tips are not included and are voluntary. Entrance fees, food, drinks, photos or purchases not listed as included in the service description are at your expense.

6. Payment

You pay when you receive the service, in cash or by card, unless we agree in writing on another method.

If card payments carry a surcharge, we will tell you before charging. If you wish to pay in a currency other than US dollars, ask us before the service.

Caribexus will never ask for passwords, verification codes or full card details by email, chat or WhatsApp. If someone does so in our name, do not reply and let us know.

If in any case we agree on a deposit or advance payment (for example in high season, for large groups or special services), we will tell you before confirming, together with its refund conditions.

7. Discounts and promotions

Account holders get a discount (currently 5%) on transfers and tours requested while signed in. Tour combos may have their own discount.

Discounts cannot be combined unless stated, cannot be exchanged for cash and apply to the confirmed price.

We may change or end discounts and promotions at any time, without affecting bookings already confirmed.

If we detect abuse (fake or duplicate accounts to obtain discounts, fictitious bookings or resale), we may cancel the discount or the account.

8. Changes and cancellations

Free cancellation up to 24 hours before the service time. You can cancel or request changes from My account, by email or by WhatsApp.

Changes to date, time or number of people are subject to availability and may change the price, always with notice.

Cancellations less than 24 hours in advance or no-shows: since you pay when you receive the service, you will not be charged for a service that was not provided. However, they cause real costs to drivers and operators, so in those cases we may ask for advance payment for future bookings or decline new requests.

If you paid anything in advance, it is fully refunded when you cancel more than 24 hours ahead. With less than 24 hours or a no-show, the refund conditions we gave you when confirming apply; if we gave none, we will refund whatever the operator has not charged.

If Caribexus or the operator cancels the service (weather, safety, minimum group size not reached or any other reason), we will offer you another date, a similar service or a full refund of anything you paid, at your choice.

Refunds are made through the original payment method, within a reasonable time that depends on the bank or payment platform.

9. Transfer conditions

Airport arrivals: we wait up to 90 minutes after your flight's actual landing time, so you can clear immigration and customs and collect your luggage. For this we need the correct flight number, which lets us track delays or early arrivals.

If your flight is delayed, we adjust the pick-up at no cost. If you did not give us your flight number, or gave a wrong one, the waiting time counts from the time you told us.

Pick-ups at hotels, villas or other points: we wait 15 minutes from the agreed time.

If these times pass and we cannot reach you by phone or WhatsApp, the service is treated as a no-show. If you want us to wait longer, tell us: extra time may have a cost, which we will tell you beforehand.

For departures to the airport we recommend arriving at least 3 hours before international flights. We set the pick-up time with a margin for normal traffic, but we are not responsible for missed flights if you chose the time against our advice, were not ready at the agreed time, or for causes beyond our control (accidents, road closures, police checkpoints or extreme conditions).

The vehicle is assigned according to the number of people and luggage you gave us. If more people or bags arrive than reported and they do not fit safely, an additional vehicle may be needed at extra cost.

Baby or child seats are provided only if requested when booking and subject to availability. Please give the ages of the children.

We may replace the vehicle or driver with one of equal or higher category for operational or safety reasons.

The driver may refuse to carry intoxicated people who endanger safety, or anyone carrying illegal or dangerous items.

10. Tour conditions

Tours and activities are run by independent local operators. Caribexus acts as an intermediary: we manage your booking and support you before and after, but we are not the operator of the activity. Each operator has its own permits, insurance, equipment and safety rules.

The operator may change the itinerary, schedule or meeting point, or suspend the activity, due to weather, sea conditions, safety or orders from the authorities. In that case section 8 applies (another date, an alternative or a refund).

Some activities have age, height, weight or fitness limits, or are not advisable during pregnancy or with certain health conditions. Before booking, read the description and tell us about any medical or mobility condition. It is your responsibility to decide whether the activity is suitable for you and the people travelling with you.

Adventure and water activities (buggies, ATVs, zip lines, snorkelling, diving, catamarans, swimming with animals, horse riding and similar) carry their own risks. You must always follow the guides' instructions, use the safety equipment and, if the operator requires it, sign its risk acceptance form. Anyone who does not follow the safety rules may be excluded from the activity without a refund.

Children must always be accompanied by, and under the responsibility of, an adult.

Be on time at the meeting or pick-up point. If you are late, the group may leave without you and it will be treated as a no-show.

Self-drive vehicles (buggies, ATVs, rental vehicles) may require a valid driving licence and a deposit; damage caused by misuse may be charged by the operator.

11. Vehicle rental

Vehicle rentals are also governed by the rental provider's contract, which you sign when collecting the vehicle. It sets the requirements (minimum age, licence, card for the deposit), insurance, mileage and penalties.

Caribexus handles the request and helps you during the rental, but the vehicle and its insurance are the provider's responsibility.

12. Virtual assistant and site content

The site's virtual assistant provides general guidance on services, estimated prices and destinations. Its answers are not a booking or price confirmation and may contain errors. What counts is what our team confirms to you.

Information in the blog, guides and recommendations (schedules, travel requirements, weather, third-party prices) is general and may change. For immigration, health or customs matters, always check official sources.

13. Your commitments during the service

• Treat the driver, guide and other passengers with respect.
• Do not smoke or vape inside vehicles and do not use illegal drugs.
• Comply with Dominican law, wear your seat belt and follow safety instructions.
• Look after your belongings. We are not responsible for items forgotten, lost or stolen during the service, although we will help you look for them.

Damage to the vehicle or special cleaning caused by passengers (for example vomit, spills or breakage) may be charged at its actual cost, which we will show you.

14. Liability

We do our best to make every service go well and work only with drivers and operators who meet our standards.

Caribexus is not responsible for damage caused by: incorrect or incomplete details you gave us; failure to follow instructions or safety rules; your health or physical condition when you did not tell us about it; airline delays or cancellations; decisions of the authorities; or events that are the direct responsibility of the independent operator or rental provider, although we will help you make a claim against them.

To the extent permitted by law, Caribexus's liability for a service is limited to the price paid for that service. We are not liable for indirect losses such as flights, hotels or other services missed for reasons beyond our control.

Nothing in these terms limits or excludes liability that cannot be limited by law, in particular the consumer rights recognized by the Dominican General Law for the Protection of Consumer or User Rights (Law 358-05). If any clause were contrary to that law, it shall be deemed not written and the rest will remain in force.

We recommend having travel insurance covering medical expenses, cancellations and luggage.

15. Force majeure

Neither party is responsible for failing to perform when the cause is an unforeseeable or unavoidable event: hurricanes, storms, earthquakes, floods, epidemics, airport or road closures, unrest, strikes, general power or communications outages, or decisions of the authorities.

In such cases we will offer you another date, an alternative or a refund of anything you paid for the service not provided.

16. Your Caribexus account

You can create your account with your email (we send you a one-time sign-in link) or with Google, Yahoo or Yandex. We do not use passwords.

When you sign in with Google, Yahoo or Yandex, we receive only your name, your email and, if you have one, your profile photo. We have no access to your password or other data in that account.

You are responsible for keeping your email and the devices where you sign in secure. If you think someone accessed your account, use "Sign out of all devices" and let us know.

You can download your data and delete your account at any time from My account. We may suspend or close accounts used for fraud, abuse, impersonation or against these terms.

Profile photos you upload must be yours or used with permission, and must not contain offensive or illegal content or third-party content without authorization.

17. Proper use of the site

You may not: use the site for illegal purposes; send false requests or requests in another person's name without their permission; try to access other people's areas or data; interfere with its operation; or extract its content massively or automatically.

The texts, photos, videos, logos and design of the site belong to Caribexus or their owners and are protected. You may not copy or use them commercially without written permission.

Links to third-party sites (for example WhatsApp, Google or social networks) are governed by those sites' terms.

18. Communications

We will contact you by email, WhatsApp, phone or messages in My account to manage your requests and bookings. These notices are necessary to provide the service.

We will only send you offers and promotions if you accept them in your Preferences. You can stop receiving them at any time from My account or by replying to any of those emails.

19. Privacy

We process your personal data in accordance with our Privacy Policy and Dominican Law 172-13 on personal data protection. It explains what data we use, why, who we share it with and how to exercise your rights.

20. Complaints and claims

If something did not go as expected, we want to know and fix it. Write to info@caribexus.com or WhatsApp +1 829-444-9467, preferably within 7 days after the service, with your booking number and what happened. This lets us review it with the driver or operator while the facts are recent. This period is a recommendation and does not limit the time limits the law gives you.

We will reply within 10 business days at the latest.

If you are not satisfied with our answer, you may contact the Dominican National Institute for the Protection of Consumer Rights (Pro Consumidor).

21. Governing law and jurisdiction

These terms are governed by the laws of the Dominican Republic. The parties will first try to settle any dispute amicably; if that is not possible, the courts of La Altagracia province shall have jurisdiction, without prejudice to any right the law gives consumers to go to another jurisdiction.

22. Changes to these terms

We may update these terms to reflect changes in our services or in the law. The current version will always be published on this page with its date. Bookings already confirmed are governed by the terms in force when they were confirmed, unless the new version is more favourable to you.

If the changes are significant, we will ask you to accept them again when you sign in to your account.

23. Languages

These terms are available in Spanish, English and French. In case of any discrepancy between versions, the Spanish version prevails, unless the other version is more favourable to you.

24. Contact

Caribexus · Punta Cana, Dominican Republic · Email: info@caribexus.com · Phone and WhatsApp: +1 829-444-9467.