We know travel plans change. This policy balances Client flexibility with SiBo's operational commitments (vehicle and driver assignment, schedule blocking).
1. Point-to-point services and airport transfers
- More than 24 hours before the service: free cancellation, 100% refund.
- Between 24 and 6 hours before: 30% charge of the service.
- Less than 6 hours before: 60% charge of the service.
- No-show (passenger does not appear): 100% charge of the service.
2. Tours, tourist shuttles and multi-day services
- More than 7 days before: 100% refund less administrative charges (US$10 per booking).
- Between 7 and 3 days before: 50% refund.
- Less than 3 days before: no refund, except change to another date within the next 60 days (subject to availability).
3. Corporate accounts with active contract
Corporate accounts with a contract and approved credit are governed by the specific terms agreed in the master agreement, which prevail over this general policy. In the absence of a specific clause, the deadlines in section 1 apply.
4. Free changes
Time, date or destination changes requested more than 12 hours in advance are processed free of charge, subject to availability. Last-minute changes may generate a charge equivalent to the rate difference.
5. Cancellations attributable to SiBo
If SiBo cancels a service for operational reasons (non-replaceable vehicle breakdown, driver unavailability), the following applies:
- 100% refund without discount.
- Courtesy voucher equivalent to 20% of the cancelled service, valid for 12 months.
- Immediate communication to the Client with an alternative proposal.
6. Force majeure
Cancellations resulting from force majeure events (road closure due to natural disaster, declared emergency, sanitary restriction) do not incur a charge and are rescheduled at no cost. SiBo reserves the right to propose an alternative route when operationally feasible.
7. Cancellation procedure
Every cancellation must be requested in writing to reservas@dm-ia.com or via WhatsApp at the operating number confirmed in your booking. The date and time of the request determine the applicable deadline.
8. Refund timing
Approved refunds are processed within 10 business days after confirmation, through the same channel and original payment method. For international transfers the timing may extend up to 15 business days due to bank processing.
9. Disputes
If the Client believes the application of this policy does not fit their case, they may request a review by writing to reservas@dm-ia.com with the subject “Review request — Reference [booking number]”. A response is provided within 5 business days at most.