1. Introduction
These Terms and Conditions govern the use of the services offered by Shuttle Guanacaste, including private transfers, transportation to and from the airport, hotel-to-hotel transportation, transportation for tours, tourism services, tours, activities, customized packages, and other services related to tourism in Guanacaste and Costa Rica.
By requesting a quote, making a reservation, making a payment, using our website, or communicating with us through WhatsApp, email, phone, social media, or any official channel, the customer confirms that they have read, understood, and accepted these Terms and Conditions.
If the customer does not agree with these terms, they should refrain from making a reservation or hiring our services.
2. Nature of the Services
Shuttle Guanacaste offers tourism and private transportation services for national and international customers who wish to travel within Guanacaste and other areas of Costa Rica.
Our services may include, among others:
- Private transportation to and from Daniel Oduber Quirós International Airport, Guanacaste Airport, Liberia, LIR.
- Private transfers between hotels, villas, Airbnb properties, residences, and tourist destinations.
- Transportation for tours and activities.
- Customized tours or tours coordinated with tourism operators.
- Tourism packages or combined experiences.
- Assistance in coordinating related tourism services.
Some services may be operated directly by Shuttle Guanacaste, while others may be coordinated through external providers, tour operators, guides, adventure centers, parks, hotels, or partner companies.
3. Quotes and Availability
All quotes are subject to availability at the time of booking.
Prices, schedules, routes, vehicles, activities, and conditions may vary depending on the date, season, number of passengers, departure point, destination, type of service, provider availability, weather conditions, road conditions, or operational changes.
A quote does not guarantee availability until the reservation has been officially confirmed by Shuttle Guanacaste and the customer has made the required payment, deposit, or advance payment.
Shuttle Guanacaste reserves the right to correct unintentional errors in prices, availability, descriptions, schedules, or conditions before confirming a reservation.
4. Reservations
All reservations are subject to availability.
A reservation will be considered confirmed only when Shuttle Guanacaste has sent an official confirmation to the customer and the required payment, deposit, or advance payment has been received according to the quote or service conditions.
Reservations may be made through:
- Website.
- WhatsApp.
- Email.
- Phone.
- Authorized platforms.
- In person, when applicable.
The customer must carefully review the reservation confirmation and report any errors in dates, times, departure points, destinations, number of passengers, flight information, or service details.
Shuttle Guanacaste will not be responsible for errors resulting from incorrect, incomplete, or late information provided by the customer.
5. Information Required to Operate the Service
To properly coordinate the service, the customer must provide the necessary information, including when applicable:
- Full name.
- Email address.
- Phone number or WhatsApp number.
- Service date.
- Requested time.
- Number of passengers.
- Exact pickup point.
- Destination or drop-off point.
- Name of the hotel, villa, Airbnb, residence, or meeting point.
- Google Maps link, when necessary.
- Flight information, airline, flight number, and estimated arrival time.
- Amount and type of luggage.
- Special requests, such as child seats, reduced mobility assistance, pets, sports equipment, or other needs.
The customer is responsible for providing accurate and updated information. If the information provided is incorrect or incomplete, the service may be affected and additional charges may apply.
6. Payments and Confirmation
Payments must be made through the methods authorized by Shuttle Guanacaste and according to the quote or reservation confirmation.
Payment methods may include, among others:
- PayPal.
- Payment links.
- Bank transfer.
- Direct payment previously authorized.
- Cash payment on the day of service, when previously approved.
Depending on the type of service, promotion, provider, or tour operator, Shuttle Guanacaste may request an initial deposit, a percentage of the total amount, or full payment to confirm the reservation.
Any remaining balance, if applicable, must be paid on the date, in the manner, and in the currency indicated in the reservation confirmation.
If the customer does not make the required payment within the indicated deadline, Shuttle Guanacaste may release the space, cancel the reservation, or leave the service pending confirmation.
Prices may be subject to the applicable Value Added Tax, VAT, in Costa Rica, unless expressly stated otherwise.
7. Services To and From the Airport
For services from the airport, the customer must provide accurate flight information, including airline, flight number, arrival date, and estimated arrival time.
Shuttle Guanacaste may track the flight when the information has been correctly provided. However, the customer must also inform us of any change, delay, cancellation, date change, airport change, or relevant modification.
The included waiting time will be up to 1 hour after the flight disembarkation time or according to the information indicated in the reservation confirmation.
If the customer does not appear within the established waiting time and does not promptly inform us of delays or changes, the service may be considered a No Show.
If the customer requires additional waiting time, it may be subject to availability and additional charges.
8. Punctuality and Waiting Times
The customer must arrive on time at the confirmed pickup or meeting point.
For transfer, tour, or private transportation services, waiting times may vary depending on the type of service and the reservation conditions.
Customer delays may affect the itinerary, cause loss of activities, generate additional charges, or result in cancellation of the service without the right to a refund.
Shuttle Guanacaste will make reasonable efforts to adapt the service when possible, but does not guarantee schedule changes or extensions when there are operational limitations, driver availability, provider schedules, or later commitments.
9. Cancellations
Cancellations must be made in writing through Shuttle Guanacaste’s official channels, such as email or WhatsApp.
As a general policy, cancellations made at least 72 hours before the scheduled departure may qualify for a full refund, unless the service, tour, activity, provider, promotion, or contracted rate states different conditions.
Cancellations made within 72 hours before the scheduled departure may be subject to cancellation fees, administrative fees, provider charges, or partial or total loss of the amount paid.
Some tours, activities, entrance tickets, third-party services, special seasons, or promotional rates may have stricter cancellation policies established by the corresponding operator.
Cancellations due to medical emergencies, extreme weather conditions, road closures, flight cancellations, or other special circumstances may be reviewed on a case-by-case basis. Shuttle Guanacaste may request supporting documentation when necessary.
10. No Show
A customer will be considered a No Show when they do not appear at the agreed departure point, pickup point, or meeting point within the established waiting time and have not promptly informed Shuttle Guanacaste of delays, changes, or issues.
A customer may also be considered a No Show when they provide incorrect or incomplete information regarding the flight, date, hotel, meeting point, or destination, and this prevents the service from being operated correctly.
Services marked as No Show are non-refundable and do not qualify for a credit note, unless exceptionally authorized by Shuttle Guanacaste.
If the customer requests a new service after being considered a No Show, it will be quoted as a new service and will be subject to availability and the current rate.
11. Reservation Modifications
Reservation modifications must be requested in writing and will be subject to availability, approval by Shuttle Guanacaste, and provider conditions, when applicable.
Modifications may include changes to date, time, route, pickup point, destination, number of passengers, vehicle type, activity, or contracted tour.
Depending on the nature of the change, additional charges, fare differences, administrative fees, provider charges, or operational adjustments may apply.
Shuttle Guanacaste will make reasonable efforts to accommodate modification requests, but does not guarantee availability for changes requested with short notice.
12. Refunds
Refunds will be processed after receiving and approving a valid cancellation or modification request.
When applicable, the refund will be made through the same payment method used by the customer, unless both parties agree on another refund method.
Refunds made to cards, PayPal, bank transfers, or other platforms may take several business days to appear, depending on the processing times of the bank, platform, or payment provider.
Administrative fees, payment gateway commissions, bank charges, provider charges, entrance tickets, third-party reservations, or expenses already incurred may be non-refundable, depending on the case.
13. Itinerary, Route, or Schedule Changes
In the event of unforeseen circumstances or situations outside Shuttle Guanacaste’s control, we reserve the right to modify routes, schedules, itineraries, stops, or service conditions to protect customer safety and ensure the best possible operation.
These circumstances may include, among others:
- Road closures.
- Weather conditions.
- Accidents.
- Demonstrations.
- Natural events.
- Instructions from authorities.
- Operational changes by providers.
- Flight delays.
- Force majeure situations.
Shuttle Guanacaste will make reasonable efforts to inform the customer of any important changes as soon as possible.
14. Services Operated by Third Parties
Some tours, activities, entrance tickets, experiences, adventure services, parks, tourism centers, guides, or complementary services may be operated by external providers.
In these cases, Shuttle Guanacaste may act as an intermediary, coordinator, or reservation facilitator.
The customer accepts that such services may be subject to the conditions, schedules, requirements, restrictions, safety policies, cancellation policies, and refund policies of the corresponding operator.
Shuttle Guanacaste will not be responsible for changes, cancellations, closures, restrictions, accidents, operational decisions, or conditions imposed directly by external providers, although we will make reasonable efforts to assist the customer and seek a solution whenever possible.
15. Customer Responsibility
The customer is responsible for:
- Providing accurate and complete information for the reservation.
- Arriving on time at the departure or pickup point.
- Reviewing the reservation confirmation and reporting errors before the service.
- Reporting delays, flight changes, hotel changes, or emergencies.
- Following the instructions of the driver, guide, or tour operator.
- Keeping personal belongings secure.
- Respecting safety, coexistence, and conduct rules during the service.
- Covering any damage caused by the customer, their companions, or their group to vehicles, equipment, facilities, or third-party property.
Shuttle Guanacaste will not be responsible for lost, forgotten, damaged, or unattended personal items, although we will make reasonable efforts to help recover them whenever possible.
16. Safety and Conduct During the Service
The safety and well-being of our customers, drivers, guides, and providers is a priority.
Customers must follow all instructions provided by drivers, guides, tourism providers, or authorized personnel during the service.
Shuttle Guanacaste may deny, suspend, or end a service if the customer or any member of their group behaves aggressively, dangerously, disrespectfully, is under the influence of substances, fails to comply with safety rules, or puts the driver, guide, passengers, third parties, or property at risk.
In these cases, the service may be ended without the right to a refund.
17. Luggage and Personal Belongings
The customer must inform us in advance if traveling with additional luggage, sports equipment, surfboards, bicycles, wheelchairs, strollers, pets, or large items.
Availability to transport special luggage will depend on the assigned vehicle type and must be confirmed in advance.
The customer is responsible for checking that no personal belongings are left inside the vehicle at the end of the service.
18. Pets, Children, and Special Needs
The customer must inform us before booking if traveling with pets, small children, older adults, people with reduced mobility, or any special needs.
Shuttle Guanacaste will make reasonable efforts to adapt the service when possible, but certain requests may require additional coordination, specific availability, or additional charges.
The use of child safety seats may be subject to availability and must be requested in advance.
Minors must travel under the responsibility of their parents, legal guardians, or responsible adults.
19. Communication With the Customer
Shuttle Guanacaste may communicate with the customer through WhatsApp, email, phone, web forms, social media, or other official channels to manage quotes, reservations, confirmations, payments, changes, reminders, support, or important information related to the service.
The customer is responsible for providing a valid contact method and staying attentive to communications related to their reservation.
20. Limitation of Liability
Shuttle Guanacaste will make reasonable efforts to provide safe, punctual, and professional services. However, we will not be responsible for delays, changes, losses, damages, or failures caused by circumstances beyond our reasonable control.
These circumstances may include, among others:
- Weather conditions.
- Traffic or accidents.
- Road closures.
- Flight changes or delays.
- Incorrect information provided by the customer.
- Decisions by authorities.
- Failures or changes by external providers.
- Natural events or force majeure situations.
Nothing in these terms limits any rights the customer may have under the applicable laws of Costa Rica.
21. Complaints, Suggestions, and Customer Service
We appreciate our customers’ feedback and are committed to handling complaints, suggestions, or requests in a professional and timely manner.
The customer may contact Shuttle Guanacaste through the following channels:
- Email: [email protected]
- Phone / WhatsApp: +506 8412 0357
To facilitate support, we recommend including the full name, service date, reservation number if available, description of the situation, and any related evidence or documentation.
22. Website Content Ownership
The content published on the Shuttle Guanacaste website, including texts, images, service descriptions, designs, logos, photographs, videos, promotional materials, and other elements, may be protected by copyright, trademarks, or other intellectual property rights.
The user may not copy, reproduce, distribute, modify, or use such content for commercial purposes without prior written authorization from Shuttle Guanacaste or the corresponding rights holder.
23. Applicable Law
These Terms and Conditions are governed by the applicable laws and regulations of the Republic of Costa Rica.
Any situation not expressly covered in this document will be evaluated by Shuttle Guanacaste in good faith, taking into account the applicable law, the nature of the service, the provider’s conditions, and the customer’s rights.
24. Changes to the Terms and Conditions
Shuttle Guanacaste may update, modify, or correct these Terms and Conditions periodically to reflect changes in its services, operational processes, technology tools, legal requirements, commercial conditions, or business needs.
The current version will be the one published on our website or officially communicated to the customer at the time of booking.
25. Acceptance of the Terms and Conditions
By requesting a quote, making a reservation, making a payment, hiring a service, or using any official Shuttle Guanacaste channel, the customer declares that they have read, understood, and accepted these Terms and Conditions.
Acceptance of these terms forms part of the general conditions of the service contracted with Shuttle Guanacaste.
Recommended Note for Forms and Confirmations
For reservation forms, quotes, confirmation emails, and payment links, we recommend including the following statement:
“By confirming the reservation or making the corresponding payment, the customer declares that they have read and accepted Shuttle Guanacaste’s Terms and Conditions, Reservation, Payment and Cancellation Policies, and Privacy Policy.”