TERMS AND CONDITIONS - SMILE & GO
I. Acceptance of Terms
By purchasing our services, regardless of the payment method or currency, the customer agrees to the following terms and conditions. By accepting these terms, the customer confirms that the information registered on the ticket is correct.
II. Refund for Non-Provided Service
If the services are not provided on time, at the place, and in the manner stated on the ticket issued by the company, Smile & Go agrees to refund the total amount paid for the return trip.
III. Waiting Time in Special Situations
In situations beyond the company's responsibility, such as heavy traffic, severe weather, or road closures, the customer agrees to a maximum waiting time of 20 minutes after the scheduled time stated on the ticket. Once this time has elapsed, the customer may request the cancellation of the non-provided service.
IV. Non-Refundable Trips
A completed trip is non-refundable.
V. Information Requests
Only the person whose name appears on the ticket may request information, clarifications, or refunds.
VI. Inquiries and Clarifications
For any inquiries, information, or clarification regarding the contracted service, the customer must present the original ticket without alterations and with the ticket number clearly legible.
VII. Courtesy Waiting Time
All our services include a complimentary waiting time of 15 minutes at the destination indicated on the ticket. Once this time has elapsed, the driver will leave the pick-up location. Under these conditions, no refunds will apply.
VIII. Hotel Pick-Up
For any hotel pick-up service, the customer must complete their check-out and be ready in the lobby at the time specified on the ticket.
IX. Pick-Up at Specific Address
For any pick-up at a specific address, the customer must provide the exact pick-up location. The customer must confirm the pick-up time, date, and address at least 24 hours before the service. If confirmation is not made within this period, the service will be considered a Type C cancellation without any responsibility from the company.
X. Cancellations
- Type A: Cancellations made more than 36 hours before the scheduled pick-up time stated on the ticket will be refunded without penalty.
- Type B: Cancellations made between 24 and 36 hours before the scheduled pick-up time will be subject to a 20% penalty on the total amount paid.
- Type C: Cancellations made less than 24 hours before the scheduled pick-up time are non-refundable. The company assumes no responsibility in these cases.
XI. Refund Process
If a refund applies, the customer will receive their money via bank transfer. The amount will depend on the reason for the claim and is subject to analysis and approval by the corresponding personnel.
XII. Contact for Claims
Any clarification, claim, or refund request related to payments made by credit card, debit card, or cash must be requested exclusively via email at customercare.qa@grupoofir.com or to the cellphone: +52 998 845 8993 during business hours (Monday to Friday, from 9:00 AM to 4:00 PM). Requests sent outside these hours will be processed on the next business day.
XIII. Identification for Refunds
To request a refund for any payment method, amount, or destination, the customer must present their official identification via email.
XIV. Refund Authorization
The refund authorization process (whether by card or cash) begins with an email request. The customer must print, sign, and send a scanned "refund authorization letter" along with a picture of their official identification. The bank transfer refund will be processed within at least 4 weeks after receiving the required documentation.
XV. Invoice Request
To request an invoice, the customer must send an email within the next 3 days after the purchase to facturacion@smartshuttle.mx including the following information: ticket number, Federal Taxpayer Registration (RFC), full name or business name, place and date of issuance, total purchase amount, currency, payment method, billing address (city, state, country, and postal code), and contact number. Invoices will be sent within 2 business days to the email address from which the request was made.
XVI. Denial of Service
The company reserves the right (and delegates to its drivers and designated agents the right) to deny service or issue refunds to any person who is under the influence of alcohol or illegal substances and/or whose behavior is considered a threat to the driver, the vehicle, other passengers, or staff. This is in accordance with Article 58, paragraph two of the Mexican Federal Consumer Protection Law.
XVII. Itinerary Changes
Any itinerary changes must be notified at least 24 hours in advance and are subject to availability.