Airport Transfers
To help us provide a smooth and reliable airport transfer service, please review the following booking guidelines before completing your reservation.
1. Booking Notice
Shared airport transfers should be booked at least 1 day before your transfer date. This gives us enough time to confirm seating, plan the route, and arrange the best pickup schedule for all guests.
Private airport transfers may be booked on the same day, but we require at least 6 hours’ notice before the requested pickup time. Same-day private bookings are subject to driver and vehicle availability.
2. Pickup Time and Flight Details
Please make sure your flight number, arrival time, hotel, and contact details are correct when booking. If any information changes, contact us as soon as possible so we can update your reservation.
For airport arrivals, we monitor flight details where possible, but customers are still responsible for providing the correct flight information. Incorrect or missing flight details may cause delays or missed pickups.
3. Cancellations and Refunds
Cancellations must be made at least 24 hours before your scheduled transfer to qualify for a refund.
Cancellations made less than 1 day before the transfer date may not be refundable, as driver and vehicle arrangements may already be confirmed.
Once a refund is approved, it may take 5–10 business days to appear in your account, depending on your bank or payment provider.
4. No-Shows
A no-show means the customer does not arrive for the transfer or cannot be reached within the allowed waiting time after the scheduled pickup.
For private transfers, drivers will wait up to 15 minutes after the confirmed pickup time.
For shared transfers, drivers will wait up to 5 minutes after the confirmed pickup time, as other guests may be scheduled on the same route.
No-shows are non-refundable. This includes cases where the customer provides the wrong pickup location, incorrect flight details, is not ready on time, or fails to communicate a major delay.
5. Delays
We understand that travel delays can happen. If your flight is delayed or your plans change, please contact us as soon as possible.
For shared transfers, delays may affect your ability to join the scheduled shuttle. If you miss the arranged shared transfer due to a delay, we may offer another available option, but this is not guaranteed.
For private transfers, we will do our best to adjust based on driver availability.
6. Luggage
Each passenger is allowed standard travel luggage. Please let us know in advance if you are traveling with extra bags, oversized luggage, sports equipment, strollers, or special items.
If the luggage exceeds the space available in the assigned vehicle and we were not informed before pickup, an additional vehicle or upgrade may be needed at the customer’s cost.
7. Changes to Your Booking
Booking changes should be requested at least 1 day before your transfer date whenever possible.
We will do our best to assist with changes, but updates are subject to availability and may affect the final price.
8. Vehicle and Service Availability
Vehicle type may vary depending on availability, passenger count, luggage, route, and scheduling needs. For shared transfers, pickup and drop-off times may vary based on other guests along the route.
We always aim to provide safe, clean, and reliable transportation.
9. Customer Responsibility
Customers are responsible for entering accurate booking details, being ready at the confirmed pickup time, and staying reachable by phone, email, or WhatsApp.
Failure to provide correct information or respond to our team may result in delays, missed transfers, or loss of refund eligibility.
10. Weather, Traffic, and Road Conditions
Travel times may be affected by traffic, weather, road closures, airport delays, or other situations outside our control. We will always do our best to keep your transfer on schedule, but exact travel times cannot be guaranteed.
Experiences
Please review these terms before booking a VacaPals experience.
1. Booking Notice
Experiences should be booked in advance so we can confirm availability, pickup details, tickets, local hosts, guides, and any special arrangements.
Some experiences may allow same-day booking, but same-day bookings are subject to availability and cannot always be guaranteed.
2. Booking Confirmation
Your experience is confirmed once payment is completed and you receive a confirmation from VacaPals.
Customers are responsible for making sure the date, time, number of guests, pickup location, contact details, and any special requests are correct when booking.
If any information changes, please contact us as soon as possible so we can try to update your reservation.
3. Pickup Time and Meeting Point
Some experiences include hotel pickup, while others may require guests to meet at a specific location.
Customers must be ready at the confirmed pickup time or arrive at the meeting point on time.
For private experiences, the driver or host will wait up to 15 minutes after the confirmed pickup or meeting time.
For shared or group experiences, the driver or host will wait up to 5 minutes, as other guests may be scheduled for the same experience.
4. Cancellations and Refunds
Cancellations must be made at least 1 day before your experience date to qualify for a refund.
Cancellations made less than 1 day before the experience date may not be refundable, as arrangements may already be confirmed with drivers, hosts, guides, attractions, or local operators.
Once a refund is approved, it may take 5–10 business days to appear in your account, depending on your bank or payment provider.
5. No-Shows
A no-show means the customer does not arrive for the experience or cannot be reached within the allowed waiting time.
No-shows are non-refundable. This includes cases where the customer provides the wrong pickup or meeting location, incorrect contact details, is not ready on time, or fails to communicate a major delay.
6. Changes to Your Booking
Booking changes should be requested at least 1 day before your experience date whenever possible.
We will do our best to assist with changes, but updates are subject to availability and may affect the final price.
Some changes may not be possible for experiences that require tickets, reservations, guides, special equipment, or fixed schedules.
7. Weather and Local Conditions
Some experiences may be affected by weather, traffic, road conditions, attraction closures, safety concerns, or other situations outside our control.
If an experience cannot operate as planned, we may offer a new time, a different date, an alternative experience, or a refund where applicable.
Some experiences may still operate during light rain or minor weather changes.
8. Experience Details
Experience details such as timing, route, stops, order of activities, vehicle type, or included locations may vary based on traffic, weather, availability, attraction rules, or local conditions.
We always aim to provide the best possible experience, but exact timing and itinerary details cannot always be guaranteed.
9. Tickets, Entry Fees, and Inclusions
Each experience page will show what is included.
Some experiences may include transportation only, while others may include entry tickets, meals, guides, or activity fees.
Anything not listed as included may need to be paid separately by the customer.
10. Customer Responsibility
Customers are responsible for providing accurate booking details, including full name, contact information, pickup or meeting location, number of guests, and any important special requests.
Customers should also let us know in advance about extra luggage, mobility needs, accessibility concerns, health concerns, or anything that may affect the experience.
Incorrect or missing information may cause delays, missed experiences, or loss of refund eligibility.
11. Health and Safety
Customers are responsible for choosing experiences that are suitable for their comfort level, mobility, and personal ability.
Some experiences may include walking, water activities, stairs, uneven ground, long travel times, or outdoor conditions.
Customers must follow safety instructions from the driver, host, guide, attraction, or local operator.
12. Children and Minors
Children must be accompanied by a responsible adult unless the experience clearly states otherwise.
Parents or guardians are responsible for supervising children during the experience.
Some experiences may have age, height, or safety requirements set by the attraction, host, or operator.
13. Personal Belongings
Customers are responsible for their personal belongings during the experience.
VacaPals, drivers, hosts, guides, and operators are not responsible for lost, stolen, or damaged personal items left in vehicles, at attractions, or during the experience.
14. Guest Behavior
Customers are expected to treat drivers, hosts, guides, operators, other guests, and local communities with respect.
Unsafe, aggressive, disrespectful, or disruptive behavior may result in the customer being removed from the experience without a refund.
15. Local Hosts and Operators
Some experiences may be provided by VacaPals, while others may involve trusted local hosts, guides, attractions, or third-party operators.
Customers must follow the rules and instructions provided by the host, guide, attraction, or operator during the experience.
