Terms, conditions and policies

PART A — TERMS AND CONDITIONS OF SERVICE

SHUTTLE SERVICE COSTA RICA (Ese Soluciones de la Península S.A., corporate identification number 3-101-852929, hereinafter “the Company”) coordinates and sells tourist transportation services by land and water in Costa Rica: shared shuttles, private transfers, speed boats and combined connections. By booking or paying for a service, the customer declares that they have read and accepted these terms and the policies in Part B.

1. Definitions

Customer / Passenger: the person who books and/or travels.

Provider: the authorized company or person that performs the transportation.

Shared shuttle: a service on a fixed route and schedule with other passengers; the price is per passenger.

Private transfer: a vehicle exclusively for the group; the price is per vehicle.

Boat / speed boat: a sea or river leg.

Combined connection: an itinerary of two or more legs (land and/or water) sold as a single service.

2. Nature of the service

The Company acts as an intermediary between the Customer and the Providers. Transportation is performed directly by the Provider; the Company handles quotations, bookings, coordination and communication, and is the Customer’s sole point of contact. The Company may reassign the service to another Provider or vehicle of the same or a higher category, at no additional cost to the Customer.

3. Bookings

Bookings are requested through www.shuttleservicecostarica.com, WhatsApp (+506 8504-5300) or email (info@shuttleservicecostarica.com) and are confirmed when the Company receives full payment for the service and sends written confirmation.

The Customer must provide accurate and complete information: names as shown in passports, number and ages of passengers, pickup address, a phone number with WhatsApp, flight number (if applicable), number of suitcases and special equipment.

Pickups take place at addresses accessible by vehicle; in areas that are difficult to access, the Company will specify a meeting point.

Shared shuttles may require a minimum number of passengers (3); if this minimum is not reached, section 6 applies.

4. Prices, payments and invoicing

Prices are expressed in US dollars (USD) or Costa Rican colones (CRC) at the exchange rate of the Central Bank of Costa Rica (BCCR) applicable at the time of payment and include VAT (13%). They do not include tips, personal expenses, immigration or port fees, or additional services not contracted.

Full payment for the service is required to confirm the booking. Until full payment is received, the booking is not confirmed and availability is not guaranteed.

Payments are made by credit card through a payment link that the Company sends to the Customer. If the Customer chooses another payment method, they must bear any additional costs it generates.

Prices are subject to change. If the price, availability (due to minimum passenger requirements for transfers) or route changes for reasons beyond the Company’s control, the Customer will be notified and may accept the change, reschedule or request a refund under section 6. An obvious quotation error may be corrected before confirmation.

An electronic invoice is issued upon request, using the tax details supplied by the Customer when booking.

5. Cancellation by the Customer and refunds

All cancellations must be requested in writing. Notice is measured from the scheduled pickup time, and the refund is calculated on the total amount paid.

Combined connections: if the Customer cancels one leg, the policy applies only to that leg without affecting the others.

Boats: if sea or weather conditions prevent safe navigation, the Customer may choose a 100% refund or rescheduling at no charge.

Approved refunds are paid within 7 to 14 days by international bank transfer. Bank charges for transfers and any payment method other than the one chosen by the Company are borne by the Customer and may be deducted from the refund. Only when the cancellation is made by the Company will the Company bear these charges.

6. Cancellations or changes by the Company or Provider

If the Company or Provider must cancel (no vehicle available, minimum passenger requirement not met, mechanical failure, inoperable route, etc.), the Customer may choose: (a) rescheduling at no charge, (b) an equivalent alternative service, or (c) a 100% refund. The Company will notify the Customer as soon as possible and, for shared shuttles with a minimum passenger requirement, no later than 24 hours before departure.

7. Changes to bookings

Changes of date or time, subject to availability: free of charge with more than 7 days’ notice.

With 7 days’ notice or less: an administrative charge of 10% of the service price applies, subject to availability.

Changes in passenger numbers or luggage may change the price.

8. Waiting times and no-shows

Private transfer: the driver waits 30 minutes at no additional charge; after that, an additional US$30 is charged for each hour of waiting. At airports, time is measured from landing, with the flight monitored.

Shared shuttle: the maximum waiting time is 10 minutes because other passengers depend on the schedule.

The Customer must be reachable by phone or WhatsApp. If they fail to appear without notice, no refund is due. The Company may, at its discretion, offer rescheduling with an administrative charge of 10%.

9. Schedules, delays and connections

Travel times are estimates. Road conditions in Costa Rica—rain, landslides, bridge or road closures, accidents, heavy traffic, queues at borders or docks—may cause delays. The Company does not guarantee connections with flights, tours or other third-party services; the Customer must plan airport arrival with a margin of 3 to 5 hours before their international flight, according to the advance arrival required by the airline. This does not limit the Customer’s rights when a delay is due to fault on the part of the Company or Provider.

10. Force majeure

Neither the Company nor the Provider is liable for non-performance resulting from force majeure or unforeseeable events: extreme weather, natural disasters, road, port or border closures, official alerts, strikes or blockades, disturbances or public health emergencies. The Customer may choose a 100% refund (for the unprovided leg) or rescheduling at no additional charge.

11. Water transportation services (boats and speed boats)

The decision to depart, delay or cancel belongs to the captain and the competent maritime authorities and takes precedence over any schedule.

Passengers must listen to safety instructions and wear a life jacket when instructed by the captain; on open-hull vessels, life jackets must be worn at all times.

Luggage may get wet; documents and electronic equipment should be protected in waterproof bags. At some locations, disembarkation may be on a beach with water up to knee height.

Due to the vessel’s movement, passengers who are pregnant or have back or neck problems, heart conditions or other health conditions should consult their doctor before traveling and notify the Company.

Boarding while excessively under the influence of alcohol or drugs is prohibited; the captain may refuse boarding.

The Company only coordinates vessels with current authorization from the MOPT Directorate of Navigation and Safety and certified passenger capacity.

12. Luggage and personal belongings

Included: one suitcase and one carry-on item per passenger.

Additional luggage, surfboards, bicycles, instruments or bulky items must be declared when booking; an additional US$20 per item applies, and space is not guaranteed.

The Customer must keep money, documents, medication and valuables with them.

Any damage or loss must be reported upon receiving the luggage or within 24 hours. Forgotten items are kept for 30 days; return shipping is at the Customer’s expense.

13. Minors, safety seats and special needs

In Costa Rica, children under 12 must travel in the rear seat with a child restraint or booster seat appropriate to their age, weight and height, secured with the seat belt.

The Customer must provide each child’s age, weight and height when booking. The Company can arrange a child seat or booster for an additional US$10, subject to availability; the Customer may also bring their own. If the vehicle lacks the required device and the Customer did not notify the Company, the Provider may refuse the service and apply the cancellation policy.

Unaccompanied minors are not transported. Minors traveling with third parties must have written authorization from their parents or guardians.

Reduced mobility, medical equipment, service animals or pets must be reported at least 48 hours in advance. Pets require prior approval.

14. Documentation and cross-border routes

The Customer must carry a valid passport (or identity card, as applicable) throughout the journey.

On routes crossing borders (for example, to Panama), the Customer is responsible for meeting each country’s immigration requirements: visa, onward ticket, vaccinations, fees and, for minors, departure authorization where applicable.

The Company and Provider are not responsible for refused entry, immigration delays, border closures or resulting costs. Border opening hours may change without notice.

15. Conduct and onboard safety

Seat belts are mandatory for all passengers.

Smoking or vaping, using illegal drugs, and carrying weapons, hazardous substances or illegal items are prohibited.

Aggressive or offensive behavior, or behavior that endangers the driver or other passengers, is not permitted.

Damage or extraordinary soiling of the vehicle results in a US$50 cleaning charge; damage requiring repair is charged at its actual cost.

For private transfers, detours or stops not included in the service are arranged with the driver and may incur additional charges.

The Provider may refuse boarding or suspend the service for non-compliance, without a refund, and the Company may notify the authorities when appropriate.

16. Liability and insurance

The Company undertakes to work only with Providers holding the permits and insurance required by Costa Rican law, as set out in Policy B3.

The Provider is directly responsible for performing the transportation. The Company is responsible for its own management (quotations, bookings, coordination and information) and will support the Customer in any incident, including coordination with the Provider and its insurer.

Nothing in these terms limits the consumer rights recognized by Law No. 7472 or excludes liability for intentional misconduct, gross negligence or the Company’s own non-performance. Where permitted by law, the Company’s financial liability is limited to the amount paid for the affected service and does not cover indirect losses (hotel nights, missed tours or flights).

The Customer is advised to purchase travel insurance covering medical expenses, luggage and trip interruption.

17. Complaints and claims

The Customer may submit a complaint to info@shuttleservicecostarica.com or by WhatsApp at +506 8504-5300 within 3 days following the service, with a description and, if available, photos or supporting documents. The Company will respond within 24 business hours and, at the latest, within 48 business hours. Customer service handles complaints Monday to Friday, from 8:00 a.m. to 5:00 p.m.; complaints received outside these hours are handled on the next business day. This does not limit the Customer’s right to contact the Ministry of Economy, Industry and Commerce (MEIC) or competent authorities.

18. Applicable law, language and jurisdiction

These terms are governed by the laws of the Republic of Costa Rica. Disputes will first be addressed through direct negotiation and, if unresolved, before the courts of Puntarenas, Costa Rica, without prejudice to the consumer’s non-waivable rights. If a translated version exists, the Spanish version prevails in the event of a discrepancy.

19. Acceptance and amendments

The Customer accepts these terms by checking the acceptance box, paying or confirming the booking; the Company will retain a record of the date and version accepted. The terms may be amended and apply to bookings made after their publication.

PART B — COMPANY POLICIES

B1. Privacy and personal data protection policy

Legal framework: Law No. 8968 on the Protection of Individuals with Regard to the Processing of Their Personal Data and its regulations.

Data controller: Ese Soluciones de la Península S.A., info@shuttleservicecostarica.com.

Data we collect: name, email, phone/WhatsApp, nationality and passport details (only when required for the service, for example on cross-border routes), pickup address, itinerary and flight, children’s ages and, if supplied by the Customer, health or mobility needs. Card payments are processed through Banco Nacional de Costa Rica or BAC San José; the Company does not store complete card numbers.

Purpose: managing bookings, coordinating with the Provider, communicating, invoicing, handling complaints and complying with the law. Sending promotions requires separate consent, which may be withdrawn at any time.

Consent: express and informed consent is requested when booking. Sensitive data (for example, health information) is processed only with explicit consent and only to the extent strictly necessary.

Who receives data: the assigned Provider (only what is necessary for the service), payment processors, communication and storage tools (for example WhatsApp, email and cloud services, which may be outside Costa Rica), and authorities when required by law.

Rights: access, rectification, erasure, objection and withdrawal of consent, by writing to info@shuttleservicecostarica.com. A response will be provided within a maximum of 10 business days. The data subject may also contact the Agency for the Protection of Inhabitants’ Data (PRODHAB).

Retention and security: data is kept for the time necessary for the service and legal and tax obligations (30 days), with access controls and reasonable security measures.

Minors: minors’ data is collected only through their parents or guardians.

Website and cookies: the website will request consent for non-essential cookies and publish this notice.

B2. Payments, refunds and chargebacks policy

Payments are received only through the Company’s official channels (a card payment link sent by the Company from info@shuttleservicecostarica.com or by WhatsApp at +506 8504-5300). The Company does not request payments by other means.

Each payment generates a receipt or written confirmation.

Refunds are made by international bank transfer within 7 to 14 days of approval.

If the Customer initiates a chargeback with their bank, the Company will provide the booking, acceptance of the terms and communications as evidence.

B3. Provider selection and oversight policy

The Company only assigns services to Providers who, before operating and periodically (every 6 months), demonstrate the following.

Land transportation

Current ICT certification as a tourist transportation service provider and a current CTP permit (special tourist service) for the assigned vehicle.

Up-to-date vehicle technical inspection (RTV), vehicle registration fee (marchamo) and Mandatory Automobile Insurance (SOA), plus a current civil liability insurance policy compliant with Costa Rican law.

Drivers with a valid license of the appropriate category, registered with the CCSS and holding a current municipal business license.

A trip log for each vehicle; clean vehicles with air conditioning and working seat belts; compliance with authorized capacity.

Water transportation

Vessel and captain authorized by the MOPT Directorate of Navigation and Safety, with a current seaworthiness certificate.

Sufficient life jackets for the authorized capacity (including children’s sizes), life rings and radio communication.

For all Providers

Zero tolerance for driving under the influence of alcohol or drugs or exceeding speed limits.

Provider contract cancellation and refund terms aligned with those offered to the customer.

Serious or repeated breaches result in the Provider’s suspension or termination.

B4. Child protection and ethical conduct policy

The Company has zero tolerance for sexual exploitation and any form of abuse of minors in tourism.

Drivers, captains and staff must treat passengers respectfully; harassment or inappropriate contact is not allowed.

Any suspicion or report is addressed immediately, reported to the competent authorities, and the Provider involved is suspended during the investigation.

Reporting channel: info@shuttleservicecostarica.com or WhatsApp +506 8504-5300. Reports are handled confidentially.

B5. Accessibility and non-discrimination policy

The Company does not discriminate on grounds of nationality, race, religion, sexual orientation, gender, disability or any other condition. With 48 hours’ advance notice, it will make every effort to coordinate suitable vehicles and assistance for people with disabilities or reduced mobility, within the framework of Law No. 7600, and will clearly inform the Customer when it cannot offer an accessible option.

B6. Incidents and emergencies policy

Safety first: in an accident or emergency, the driver or captain protects passengers and calls 911.

Notification: the Provider informs the Company within a maximum of 30 minutes.

Customer care: the Company contacts the Customer, coordinates alternative transportation and notifies the emergency contacts designated by the Customer.

Recordkeeping: the incident is documented (time, place, photos, Provider report), and the Provider’s insurance policy is activated where appropriate.

Follow-up: the Company follows up with the Customer within 48 hours.

B7. Communication and official channels policy

Official channels: WhatsApp +506 8504-5300, info@shuttleservicecostarica.com, www.shuttleservicecostarica.com. Complaint handling: Monday to Friday, from 8:00 a.m. to 5:00 p.m. Target response time: 48 hours.

Before the trip, the Company sends confirmation, driver details or a meeting point, and an emergency contact.

Service photos and videos are used in advertising only with the Customer’s authorization. Public reviews are moderated only for offensive or false content, not for being negative.

The brand, logos and website content belong to the Company and may not be used without permission.

B8. Sustainability policy (optional)

The Company promotes responsible tourism: encouraging shared shuttles to reduce journeys, requiring vehicle maintenance, leaving no waste, and respecting wildlife and protected areas during stops.