Terms & Conditions
Last Updated: June 18, 2026
These Terms and Conditions govern the provision of private transportation, destination management, and concierge services by VIVO Luxury Services, S. de R.L. de C.V. ("VIVOLX"). By confirming a quotation or processing a payment, the CLIENT acknowledges and accepts these terms.
1. Booking Procedures & Rates
Reservations: We recommend booking at least 24 hours in advance via reservations@vivolx.com.
Manifests: For groups and events, final manifests and flight details are required 7 days prior to the first service.
Currency & Taxes: All rates are quoted in USD. A 16% VAT applies when a Mexican tax invoice (CFDI) is requested or when payment is made to Mexican Bank accounts.
Service Charge: A mandatory 15% service charge applies to groups of 30 or more guests.
2. Airport Logistics & Arrivals
Flight Monitoring: VIVOLX monitors all arrival flights in real-time. Guests should proceed to the exit after clearing customs, where VIVOLX hosts will be waiting at Umbrella #3 holding a VIVO sign.
Multiple Flight Bookings: For airport bookings involving guests arriving on several different flights, the assigned vehicle will be scheduled and available based on the arrival time of the last flight arriving in that specific booking.
Grace Periods: Airport arrivals include a 30-minute grace period after the flight has landed. All other fixed-time services (departures, villa pickups) include a 15-minute grace period. Once these periods have elapsed, the driver may be released, or additional waiting fees may apply. Guests or coordinates must advise of any delays in advance to avoid surcharges.
3. Surcharges & Additional Services
Additional Stops: Any additional stops requested during a transfer will incur an extra charge starting at $80.00 USD per stop. Requests for additional stops must be made at least 24 hours in advance and are subject to availability.
After-Hours: Services provided between 11:00 PM and 6:00 AM may incur after-hours surcharges or be billed at hourly "Open Service" rates.
Wait Times: Extended waiting times beyond the standard grace periods will result in additional hourly charges. Please refer to your initial quotation, as rates vary depending on the vehicle type.
4. Payment Policy
Deposit: A 50% non-refundable deposit is required upon quote acceptance to secure dates, vehicles, and the logistics and planning staff.
Final Balance: The remaining balance must be settled 30 days prior to the first service.
Payment Methods: We accept credit/debit cards via Stripe, Wire Transfers, and Zelle.
Processing Fees: Payments processed via Stripe incur a 3% credit card processing fee. To avoid this fee, clients may opt for Wire Transfer or Zelle.
5. Cancellation & Refund Policy
All cancellation requests must be submitted in writing to reservations@vivolx.com. The date and time of the email receipt will serve as the official record for determining the applicable cancellation tier.
a. Individual Bookings (FITs)
Full Refund (More than 72 hours’ notice): Cancellations made more than 72 hours before the scheduled service will receive a 100% refund, subject to a 10% administrative and banking fee deduction.
Partial Refund (24 to 72 hours’ notice): Cancellations made between 24 and 72 hours before the service will receive a 50% refund, subject to a 10% administrative and banking fee deduction.
No Refund (Less than 24 hours’ notice): Cancellations made less than 24 hours before the scheduled service, as well as passenger no-shows, are completely non-refundable.
b. MICE, Groups & Weddings
More than 15 days before service: The 50% deposit is retained as a cancellation fee, or it may be applied as credit for future services.
15 days or less before service: A 100% cancellation charge applies; however, the total amount may be applied as credit for future services (no cash refunds will be issued).
No-Show Policy: In the event of a No-Show, a 100% cancellation charge applies, and no refunds or future credits will be issued under any circumstances.
Definition: A "No-Show" is defined as a failure to appear within the applicable grace period (30 minutes for airport arrivals; 15 minutes for departures and hourly services). Once this period has elapsed, the driver will be released, and the service will be considered fully rendered and non-refundable.
6. General Terms & Conditions
Refund Fees: In all instances where a cash refund is approved, a 10% administrative and banking fee will be automatically deducted from the total refund amount.
Third-Party Costs: Non-recoverable costs from sub-contracted vendors (such as yachts, external fleets, or specialized venues) remain 100% non-refundable at all times, regardless of the notice period provided.
Service Modifications: Changes to schedules or logistics (including flight delays or group size adjustments) must be communicated at least twelve (12) hours in advance. VIVO DMC will make every effort to accommodate last-minute changes, subject to vehicle availability and potential additional operational fees.
Contractual Precedence: For large groups, MICE, and special events, any specific deposit and cancellation terms outlined in the individual service contract or Master Service Agreement (MSA) will strictly prevail over this general policy.
7. Vehicle Conduct & Safety
Smoking & Vaping Policy: Smoking and vaping are strictly prohibited inside all vehicles. A $200 USD cleaning and deodorizing fee will apply to any violations of this policy.
Cleaning Fees: A $100 USD fee will apply for specialized cleaning required due to unauthorized pet hair, stains, or excessive mess.
Safety: Seat belts must be worn at all times by all passengers. Drivers reserve the right to deny or terminate service to any guest whose conduct is objectionable, disruptive, or who is heavily under the influence of intoxicating substances that may compromise safety.
8. Liability & Jurisdiction
VIVOLX is not liable for delays or non-performance caused by weather, government regulations, or other force majeure events.
VIVOLX is not responsible for any personal items or luggage forgotten or lost inside vehicles.
This agreement is governed by the laws of Mexico and the jurisdiction of Baja California Sur.
Last Updated: June 18, 2026
All cancellation requests must be submitted in writing to reservations@vivolx.com. The date and time of the email receipt will serve as the official record for determining the applicable cancellation tier.
1. Cancellation & Refund Policy
All cancellation requests must be submitted in writing to reservations@vivolx.com. The date and time of the email receipt will serve as the official record for determining the applicable cancellation tier.
a. Individual Bookings (FITs)
Full Refund (More than 72 hours’ notice): Cancellations made more than 72 hours before the scheduled service will receive a 100% refund, subject to a 10% administrative and banking fee deduction.
Partial Refund (24 to 72 hours’ notice): Cancellations made between 24 and 72 hours before the service will receive a 50% refund, subject to a 10% administrative and banking fee deduction.
No Refund (Less than 24 hours’ notice): Cancellations made less than 24 hours before the scheduled service, as well as passenger no-shows, are completely non-refundable.
b. MICE, Groups & Weddings
More than 15 days before service: The 50% deposit is retained as a cancellation fee, or it may be applied as credit for future services.
15 days or less before service: A 100% cancellation charge applies; however, the total amount may be applied as credit for future services (no cash refunds will be issued).
No-Show Policy: In the event of a No-Show, a 100% cancellation charge applies, and no refunds or future credits will be issued under any circumstances.
Definition: A "No-Show" is defined as a failure to appear within the applicable grace period (30 minutes for airport arrivals; 15 minutes for departures and hourly services). Once this period has elapsed, the driver will be released, and the service will be considered fully rendered and non-refundable.
2. Group Bookings (30+ Guests)
Due to advanced logistical planning and staff blocking, cancellations made within 30 days of the first scheduled service are subject to a charge of up to 100% of the total contracted amount.
3. Third-Party & Sub-Contracted Services
Any non-recoverable costs from external vendors—including private yachts, villas, venues, or external fleets—are 100% non-refundable regardless of when notice is provided. These costs apply in addition to VIVOLX’s standard fees.
4. Refund Processing & Stripe Alignment
Non-Refundable Processing Fees: When a refund is issued, Stripe does not return the original credit card processing fees. Therefore, all approved refunds are subject to a 10% administrative and banking fee deduction to cover these non-recoverable transaction costs.
Processing Timeline: Approved refunds will be processed within 30 calendar days.
5. Future Travel Credit Option
Credit Issuance: In lieu of a cash refund (and to avoid any applicable processing deductions), VIVO DMC may, at its sole discretion, offer a Future Travel Credit for the full eligible amount.
Validity: This credit is non-transferable and must be redeemed within one (1) calendar year from the original scheduled service date. After this period, the credit will expire and hold no cash value.
6. Disputed Services & Quality Claims
Complaint Window: Clients must report any service quality issues or discrepancies in writing within five (5) business days of the service completion.
Dispute Resolution & Chargebacks: Claims made after this 5-day window, or any credit card "chargebacks" initiated without prior written notice to VIVO DMC, will be vigorously contested. The company will utilize the signed Service Agreement, email correspondence, WhatsApp logs, text messages, recorded phone calls, and GPS tracking data as binding evidence of service performance.
7. Partial Service & Unused Hours
Once an "Open Service" (hourly) or multi-day program has commenced, unused hours or days are non-refundable.
