Terms & Conditions

• Zama / the Platform: Zama Travel, the technology booking platform operated from Cancún, Quintana Roo, México, and the website zama-travel.com.
• Carrier / Supplier: the Mexican transport company that physically performs the transfer under its own federal or state permits, commercial insurance and drivers.
• User / Passenger / You: any person who accesses the Platform, creates a booking or travels under a booking.
• Booking: the confirmed request for a transfer, identified by a booking reference.

Zama operates as a technology intermediary and booking engine. We match your request with a Carrier selected from our network of validated Mexican transport companies. The transport contract for the physical service is between you and the Carrier; Zama is not the physical transport operator.

2.a Nature of the service

Zama sells pre-booked, fixed-price, point-to-point private transfers on defined route pairs (e.g. Cancún International Airport ⇄ Hotel Zone, Cancún ⇄ Playa del Carmen, Cancún ⇄ Tulum, hotel ⇄ hotel, round trips). The route, vehicle class and total price are confirmed at the moment of booking. Zama does not offer metered, on-demand or hail-on-the-street rides.

Zama is NOT a taxi service, NOT a ride-hailing / TNC service, and 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. Zama does not on-board individual drivers; it dispatches bookings to fleet carriers that hold their own federal or state tourist-transport permits.

2.b Responsibilities

Zama is responsible for: the booking and payment flow on the Platform, the selection and ongoing validation of Carriers, customer support, communication of booking details, and cancellation / refund management as defined below.

The Carrier is responsible for the physical transport service, vehicle condition, driver conduct, compliance with transport regulations, in-vehicle safety and insurance coverage of the trip. Each Carrier must hold, as applicable to the route:

• A SICT federal permit for Autotransporte Federal de Pasajeros or Transporte Turístico Federal, for any route that touches Cancún International Airport or federal highways.
• 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.
• Commercial passenger-liability insurance covering passengers and third parties.
• Current annual vehicle inspection (revista vehicular) where applicable.
• Federal driver licence type E (passenger) or C (tourist), or the state equivalent for tourist transport.

By creating a booking, paying for a booking or using the Platform, you acknowledge that you have read, understood and accept these Terms & Conditions, the Privacy Notice and the Cancellation & Refund Policy. If you do not accept any part of these terms, do not use the Platform.

1. You must provide accurate booking information: passenger name, contact, flight number and airline, pickup / drop-off locations, date, time and passenger count. You are responsible for any consequence caused by inaccurate information.
2. A booking is confirmed only when payment has been successfully processed and a booking reference has been issued by email.
3. Rates are quoted in USD. The corresponding MXN amount may vary slightly due to exchange-rate fluctuation; the final charge will appear in the currency selected by your payment processor.
4. Payment is processed securely via PayPal. Zama does not store full card numbers.

Cancellation, modification and refund rules are set out in the Cancellation & Refund Policy, which forms part of these Terms. Summary:

• Free cancellation or modification up to 24 hours before pickup.
• Between 24 and 6 hours before pickup: 50% retention.
• Less than 6 hours before pickup or no-show: no refund.
• Flight delays monitored automatically — no penalty when delay is caused by the airline.

1. Arrive on time at the agreed pickup point. For hotel pickups, be ready 10 minutes before the scheduled time.
2. Carry passports, visas and any travel documents required by Mexican or destination authorities. Zama is not responsible for failure to obtain required documentation.
3. Do not carry flammable, illicit or dangerous goods in the vehicle.
4. No smoking or illicit drug use is permitted in the vehicle.
5. Minors under 18 years travelling without an adult must follow Mexican immigration rules. Drivers cannot supervise minors.
6. You are responsible for your own luggage. Carriers guarantee transport of 2 checked bags and 1 carry-on per passenger; excess luggage is accepted subject to space.

Zama acts as intermediary. Within the limits permitted by Mexican law, Zama is not liable for:

• Personal injury, property damage, illness, theft, strikes, mechanical failures, weather events, government actions, or any other circumstance outside our direct control (including acts of God, pandemics and force majeure).
• Delays caused by traffic, road conditions, airport congestion, airline or immigration processes, or any factor beyond the Carrier's reasonable control.
• Missed flights, missed connections or any consequential loss arising from delays.
• The passenger's failure to follow pickup instructions, provide correct flight data, or be present at pickup time.
• Any decision by the Carrier to refuse transportation to passengers deemed disruptive, intoxicated, or in conditions that risk the safety of other passengers or the driver.

Liability for the physical service (including incidents during the trip) rests with the Carrier and is covered by its commercial passenger liability insurance.

The brand, logo, website design, software, copy, photographs and any other content on the Platform are owned by Zama or licensed to Zama. You may not copy, modify, distribute or scrape any of this content without prior written consent.

You agree not to: make speculative, false or fraudulent bookings; use automated tools (bots, scrapers) to interact with the Platform; transmit malware; or use the Platform for any unlawful purpose. Zama may cancel bookings and restrict access in case of breach.

We may update these Terms to reflect legal, operational or product changes. The current version is always published on this page with a "Last updated" date. The Terms in force at the time of your booking govern that booking.

These Terms are governed by the laws of the Mexican State of Quintana Roo and applicable federal legislation, including but not limited to: the Ley Federal de Protección de Datos Personales en Posesión de los Particulares (LFPDPPP), the Ley Federal de Protección al Consumidor, SICT federal transport regulations, and the Ley de Movilidad del Estado de Quintana Roo together with its Reglamento de Transporte Turístico (regulated by IMOVEQROO).

Any dispute arising from the use of the Platform shall be submitted first to the Procuraduría Federal del Consumidor (PROFECO) for a conciliation attempt, and then, if unresolved, to the competent courts of the city of Cancún, Quintana Roo, México, with the parties expressly waiving any other jurisdiction that may correspond.

• Legal: legal@zama-travel.com
• Support: bookings@zama-travel.com
• WhatsApp: Chat with support