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 extra charge and the payment will be via Cash or
Payment Link to STP Caribe.
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*
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.stpcaribe.com 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.
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
Important Notice for Our Valued Clients – STP Caribe
At STP Caribe, we are committed to providing a smooth, punctual, and comfortable transportation experience. Please take note of the following policies:
🔹 No additional charges will be applied if members of your party arrive on different flights, as long as we are notified in advance.
🔹 If we are not informed ahead of time and there are last-minute changes, extended wait times, or extra movements within the airport, an additional charge will apply due to the extra logistics involved.
🔸 If you require a baby seat, please request it in advance when making your reservation (2 car seat per reservation only). Unfortunately, baby seats are not available on short notice or at the last minute.
Lost and Found Policy
Please note that STP Caribe is not responsible for any personal belongings left on board. We kindly remind you to carefully check your seat and surrounding area before leaving the vehicle to ensure you have all your personal items with you.
If any lost items are found, they will be safely stored at our main office in Cancun.
In-person pickup: You may collect your item directly from our main office at no additional cost.
Delivery service: If you prefer to have your item shipped, all shipping costs will be charged to the customer.
Luggage Policy
Please note that the luggage capacity per vehicle is one (1) standard suitcase per passenger and one (1) Backpack.
Kindly be aware that special items such as wheelchairs, strollers, bicycles, surfboards, or other oversized objects are not included in this allowance. These items must be notified in advance to confirm space availability and proper handling.
We recommend that you review these policies and conditions carefully before your trip to avoid any inconvenience and ensure a smooth and comfortable transportation service.
If you need anything you can contact us at +52 998 2272000 by Whatsapp, text, or call.
We appreciate your understanding and cooperation as we work to provide you with the best possible service.