Terms of Service

Last updated: February 2026

Introduction & Acceptance of Terms

Welcome to GuateShuttles. By accessing our website, creating an account, or booking transportation services through our platform, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service in their entirety.

If you do not agree with any part of these terms, you may not use our services. We reserve the right to refuse service to anyone who does not comply with these terms.

Nature of Service: Booking Intermediary Only

GuateShuttles is a booking intermediary platform only. We are not a transportation carrier, travel agency, or transportation service provider.

What GuateShuttles does:

Provides an online platform to search and book transportation services
Processes payments on behalf of transportation operators
Issues booking confirmations and provides customer support
Vets and partners with licensed transportation operators

What GuateShuttles does NOT do:

Own, operate, or control any vehicles
Employ drivers or transportation personnel
Control road conditions, traffic, weather, or local events
Provide direct transportation services

Important: All transportation services are provided by independent third-party licensed operators. These operators are solely responsible for vehicle operation, driver conduct, passenger safety, and service delivery.

Booking Confirmation

A booking is considered confirmed once payment has been successfully processed. You will receive a confirmation email containing your booking details and confirmation number.

If you do not receive a confirmation email within 15 minutes of payment, please contact our support team immediately.

Operator Availability & 3-Hour Cancellation Buffer:

GuateShuttles reserves the right to cancel a booking within 3 hours of confirmation if no viable operator is available. This is a rare occurrence.

Notification & Refund: In the rare event your booking is cancelled within this window, you will be contacted via email. A full refund will be processed to your original payment method within 3–7 business days.

No Cancellations or Changes

All bookings are final. Once payment has been completed and your booking is confirmed, no cancellations, refunds, or date changes are permitted.

However, GuateShuttles may, at its sole discretion and without obligation, attempt to assist you in modifying a booking to a different date or route. Any such assistance is not guaranteed. If modification is possible, applicable fees may apply.

Requests for assistance must be submitted in writing to our support team as soon as possible after booking.

Travel Times and Delays

All travel times displayed are estimates only. Actual journey times may vary significantly due to: traffic congestion, road conditions, weather, roadblocks, border crossings, mechanical issues, and other unforeseen circumstances.

Your Responsibility: You acknowledge that travel in Guatemala can be unpredictable. We strongly recommend adding 1–2 hours to estimated travel times when planning connections, particularly for airport transfers.

Guatemala City Airport Disclaimer

La Aurora International Airport (GUA). For customers traveling to or from this airport, we recommend arriving at Guatemala City well ahead of your flight to minimize the risk of unforeseen circumstances.

GuateShuttles is not liable for missed flights due to traffic delays, shuttle delays, or any other circumstances. You are solely responsible for allowing adequate time. We recommend arriving at the airport at least 2–3 hours before international flights.

Minimum Passenger Requirements

Certain routes may require a minimum number of passengers to operate. If the minimum is not met, GuateShuttles may: offer an alternative route or departure time, offer a full refund, or consolidate your booking with another departure.

We will notify you of any changes as soon as possible.

Limitation of Liability

GuateShuttles' total liability for any claim is strictly limited to the amount you paid for your booking.

In no event shall GuateShuttles be liable for: indirect or consequential damages, missed flights, loss or damage of personal belongings, accidents or injuries during transport, or service quality issues with third-party operators.

Important: Transportation operators carry their own insurance. Claims related to accidents or injuries during transport should be directed to the operator's insurance provider.

Customer Responsibilities

Arrive at the pickup location on time, 15 minutes before departure
Provide accurate and complete booking information
Carry valid identification and travel documents
Follow all safety instructions provided by the driver
Treat the driver and other passengers with respect
Not bring prohibited items or engage in disruptive behavior
Keep personal belongings secure at all times

No-Show Policy: If you do not appear for your scheduled pickup, your booking is forfeited and no refund will be issued.

Chargebacks and Fraudulent Activity

Initiating a chargeback for a legitimate booking is considered fraudulent activity. Consequences include permanent account blocking, referral to our legal team, and potential civil action.

If you have a legitimate dispute, please contact our support team directly before initiating any chargeback.

Changes to These Terms

GuateShuttles reserves the right to modify these Terms at any time. Changes will be posted with an updated date. Continued use constitutes acceptance.