Booking & payment
How far in advance should I book?
We recommend booking at least 24 hours before pickup so we can match your route with the best-fitting carrier. Last-minute bookings are accepted subject to vehicle availability.
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, Amex), SPEI bank transfers, and OXXO cash payment — processed securely through Mercado Pago. Prices are quoted in USD with MXN equivalence at the current exchange rate.
Can I book for someone else and pay with my card?
Yes. During checkout, use the passenger's name and flight details in the booking fields, and your own information for the billing section. Make sure the passenger's WhatsApp is correct so the driver can reach them.
Do you charge extra taxes at the end?
No. The price you see at checkout already includes all taxes, tolls and airport fees applicable to private transfers. There are no surprise charges on arrival.
Airport pickup
How will I find my driver at the airport?
After clearing immigration and customs, walk to the international arrivals exit. Your driver will be waiting outside with a physical sign bearing your name. You'll also receive the driver's name, photo and WhatsApp 2 hours before pickup.
What happens if my flight is delayed?
Our carriers track all incoming flights in real time via the flight number you provide at booking. Pickup is automatically adjusted to the actual arrival time at no extra cost, up to 3 hours of delay. Delays beyond that are handled case-by-case at no penalty when caused by the airline.
How long will the driver wait for me?
Airport pickups: up to 90 minutes after your flight lands (covers immigration and baggage). Hotel pickups: 15 minutes after scheduled time. Beyond that a no-show fee may apply — but contact us by WhatsApp or bookings@zama-travel.com first and we will always try to recover the situation.
Is the service private or shared?
All Zama bookings are 100% private. Your vehicle goes non-stop from pickup to your destination — no extra stops, no other passengers, no waiting for a full vehicle.
Vehicles & luggage
Are child or infant seats available?
Yes, at no extra cost. Request them during checkout (baby, toddler or booster). Please confirm the child's age and weight so the carrier brings the correct seat.
How much luggage is included?
Two checked bags and one carry-on per passenger are included, subject to vehicle capacity. Oversized items (surfboards, golf bags, wheelchairs, strollers) are welcome — please note them at booking so we dispatch a vehicle with enough trunk space.
Can I bring a pet?
Small pets in a hard carrier are accepted (a $10 USD fee may apply, per trip). Service dogs travel free and do not need to be in a carrier. Please declare pets at booking.
Changes & cancellations
Can I cancel or modify my booking?
Yes. Free cancellation or modification up to 24 hours before pickup. Between 24 and 6 hours, a 50% retention applies. Under 6 hours or no-show, no refund is issued. See the full Cancellation Policy.
How do I get a refund?
Refunds are issued to the original payment method within 5–10 business days after the cancellation is approved. If you paid by OXXO or bank transfer, we will request your bank details to complete the refund.
Trust & safety
Is Zama the same as Uber or DiDi?
No. Zama is a pre-booked, fixed-route private transfer booking service. You pay a flat price per vehicle for a specific route (e.g. Cancún Airport → Hotel Zone). There is no meter, no on-demand hailing, and no individual drivers onboarded through our app. Zama is not a "Plataforma Tecnológica o Digital de Transporte Privado de Pasajeros" under Articles 148 Quáter and 148 Quinquies of the Ley de Movilidad del Estado de Quintana Roo — each trip is operated by a licensed Mexican tourist-transport carrier with its own permits, insurance and drivers.
What permits do your carriers hold?
All carriers in the Zama network are pre-validated and must hold, as applicable to the route: (a) a SICT federal permit for Autotransporte Federal de Pasajeros or Transporte Turístico Federal for any route touching Cancún International Airport or federal highways; (b) a Quintana Roo state tourist-transport concession issued under the Ley de Movilidad del Estado de Quintana Roo and its Reglamento de Transporte Turístico (regulated by IMOVEQROO) for intra-state routes; (c) commercial passenger-liability insurance; (d) current annual vehicle inspection (revista vehicular); and (e) federally or state-licensed drivers.
Who actually drives me — Zama or a carrier?
Zama is a technology platform. The physical transport service is delivered by licensed Mexican carriers with federal or state permits, commercial insurance and trained bilingual drivers. All carriers are pre-validated by Zama and reviewed quarterly.
Are the vehicles insured?
Yes. Every carrier in the Zama network carries commercial passenger liability insurance (seguro de responsabilidad civil para pasajeros) as required by Mexican federal transport regulations.
Do drivers speak English?
Drivers on airport routes are trained to communicate in basic-to-intermediate English. Our 24/7 WhatsApp support is fully bilingual (Spanish / English) and can translate in real time if needed.
Extras
Is gratuity (tip) included?
Tips are not included and are not expected, but they are always appreciated. A 10–15% tip in USD or MXN cash is customary if you enjoyed the service.
Can I make an extra stop on the route?
Yes. One short stop (e.g., convenience store, ATM) can be added at booking or requested with the driver on the day. A small surcharge may apply for stops longer than 10 minutes or for detours off the main route.
What if I left something in the vehicle?
Contact us by WhatsApp or bookings@zama-travel.com immediately with your booking reference. We coordinate with the carrier to locate the item. Found items are held for 30 days. You are responsible for any courier costs to return them.