TripCana VIP Transfer, homeThese Terms apply to rides you book with TripCana VIP Transfer through tripcanaviptransfer.com, WhatsApp or email. Please read them before you book.
1. Who we are and our role
You contract with TripCana VIP Transfer EIRL, RNC 1-33-66182-9, Dominican Republic ("TripCana", "we", "us"). TripCana arranges private ground transfers. Your ride is operated by an independent transport provider we arrange for you. TripCana does not itself hold a transport license.
Contact: WhatsApp +1 809-665-4939 · Email info@tripcanaviptransfer.com
2. Booking and price
- You book by WhatsApp or email (the website form sends your request to us). Your booking is confirmed only when we send you a written confirmation by WhatsApp or email showing the vehicle class, pickup date and time, meeting point and total price.
- The price in your confirmation is the total price for the ride, including taxes, tolls and fees. We will not add charges you did not agree to before the ride.
3. Payment
- We do not take online payments yet. You pay the driver in person or by another method we agree with you in writing before the ride. Your confirmation states the amount and how to pay.
- Never pay more than the amount in your confirmation. If a driver asks for any extra payment, don't pay it and contact us. If you already paid more, send us the amount and any proof, and we refund verified amounts.
- Ask for a receipt for every payment.
4. Flight Arrival and Pickup
- Airport pickups: share your flight number when you book and we'll plan pickup around your arrival time. If your flight or arrival time changes, message us on WhatsApp.
- No fixed free-wait period or on-time refund guarantee. We do not promise a set number of free waiting minutes after landing, and we do not offer a refund based only on how late the driver arrives. Your other rights in these Terms and under the law are not affected.
- If you need more time after landing (for example, a long immigration or baggage line), message us on WhatsApp. We keep waiting if we can or rebook you, and we never charge waiting or rebooking fees unless we tell you the amount first and you agree.
- If we fail to provide your booked transfer, we refund that ride's fare in full. Request it on WhatsApp or by email; see section 6.
- You booked private, you ride private, in the vehicle class you were confirmed, or we refund the difference.
5. Cancellation
- You can always cancel free within 1 hour of booking.
- Your free-cancellation deadline is shown in your confirmation. It is 24 hours before pickup or 11:59 pm (Dominican Republic time) on the 3rd business day after the day you book, whichever is later, but never after pickup. Until that deadline, you owe nothing, and anything you paid is refunded in full.
- After that deadline, a cancellation charge of 50% of the fare applies, and we refund anything you paid above that.
- Business days are Monday to Friday, excluding Dominican Republic public holidays; Saturday does not count. They are counted from the day after booking, each ending at 11:59 pm DR time. This is our company rule, chosen as the more protective reading for you. This reflects your right to cancel under Law 358-05 art. 62.
- To cancel, message us on WhatsApp or by email.
6. Refunds
- Request any refund on WhatsApp (+1 809-665-4939) or by email (info@tripcanaviptransfer.com).
- Approved refunds are issued within 3 business days, to the method you paid with, or for cash payments by a method we agree with you (for example, bank transfer). How long the money takes to reach you after we issue it depends on your bank or payment method.
- We give credit instead of a refund only if you ask for it.
7. Exclusions and events beyond our control
We are not responsible for delays caused by wrong flight details you gave us, a customer no-show (you are not at the meeting point), weather, strikes or government orders. Even then, we refund any ride we can't provide. Neither TripCana nor the transport provider is liable for delay caused by events beyond reasonable control, namely natural disasters, epidemics, official orders and strikes. This never limits your right to a refund for a ride that is not provided.
8. Rider conduct
Wear a seat belt. No smoking, illegal substances or open alcohol in the vehicle, and no abuse of the driver. Sparkling wine and other bottles are never opened in the vehicle (company policy). The driver may refuse a ride that puts safety at risk; we then refund it unless the refusal was caused by your conduct.
9. Luggage
Tell us your passenger count and luggage, including oversized items (surfboards, golf bags, strollers), when you book. If your luggage does not fit the vehicle class confirmed, we offer a larger vehicle and tell you the price difference before you accept.
10. Traveling with children
Children count as passengers. Tell us their ages when you book. We do not supply child or booster seats unless your confirmation says so. The driver may not start the trip if a child lacks a seat or restraint required by law.
11. Lost items
Report lost items to us as soon as possible. We contact the transport provider and help arrange the return. Any return delivery cost is agreed with you first.
12. Liability
The transport provider provides the transport and is responsible for it, including its drivers and vehicles. TripCana is responsible for its own obligations: accurate booking information, the price, pickup under section 4, and refunds. Nothing in these Terms excludes or limits rights that Dominican consumer law (Law 358-05) gives you, or liability that cannot legally be excluded.
13. Complaints
Contact us on WhatsApp (+1 809-665-4939) or at info@tripcanaviptransfer.com. We aim to reply within 2 business days, and we do not charge you for handling a complaint. Consumers may also complain to Pro Consumidor (proconsumidor.gob.do). You are never required to use arbitration.
14. Governing law, forum and language
These Terms are governed by Dominican Republic law. If you are a consumer living in another country (for example, the US), you keep the mandatory protections of the law where you live. You may bring a claim in the courts of your domicile or in the courts of Santo Domingo, Distrito Nacional, at your choice. We do not require arbitration and do not ask you to waive class or collective actions. The Spanish version prevails for consumers in the Dominican Republic. Any doubt in these Terms is interpreted in the way most favorable to you.
15. Reviews
We ask every rider for a review, whatever their experience. We never write or buy fake reviews, never offer anything in exchange for a positive review, never suppress negative reviews, and clearly disclose reviews by anyone connected to us.
16. Changes to these Terms
Once these Terms are registered with Pro Consumidor, any change takes effect only after Pro Consumidor approves it, and we then publish the approved version as the law requires. We will also notify customers with active bookings by email or WhatsApp at least 15 days before a change takes effect. Changes never apply to a booking already confirmed unless they are better for you. Bookings confirmed before the effective date and time shown at the top of these Terms keep the terms in force when they were confirmed, including any free airport waiting time, late-arrival refund, backup car or taxi payback promised then.
17. Privacy
How we handle your data is explained in our Privacy Policy: https://www.tripcanaviptransfer.com/privacy.