Cancellation, changes and refund policy

This policy applies to transfers booked and paid directly with JR Global Transfer and Tours through jr-transfer.com, WhatsApp, telephone or email. The applicable version is the one accepted and sent with the booking confirmation; later changes will not apply retroactively.

Bookings made through Viator, Tripadvisor, travel agencies, hotels or other platforms are governed by the cancellation and refund policy of the channel where payment was made.

Travel credits are issued to the booking holder, have no cash value and may be applied to direct bookings made within 6 months after the original pickup date. If the new service costs more, the customer pays the difference; if it costs less, the remaining balance stays available until expiry.

A change to the date, time, route, destination, vehicle type or luggage amount is subject to availability and may change the price. Reducing the passenger count does not automatically create a refund when the same vehicle and service remain reserved.

Each leg is evaluated separately using its own pickup time. Canceling the arrival does not automatically cancel the departure, or vice versa. Any refund or credit is calculated only on the value shown in the confirmation for the unused leg or service.

Extra stops, child seats, vehicle upgrades and other add-ons follow the same deadline as the related leg unless the confirmation expressly states a different condition.

The request must be sent before the deadline by WhatsApp to +1 (809) 961-1719 or by email to info@jr-transfer.com. Include the booking number, lead passenger name, service date and the leg to be canceled or changed.

The recorded time at which the message is received determines the applicable tier. JR Global Transfer and Tours will send written confirmation; keep it as proof. A phone call without a message or written record may not be enough to verify when the request was made.

A delayed flight is not a cancellation or no-show when the customer provided the correct flight number and the change can be verified. JR Global Transfer and Tours will adjust the pickup according to the actual arrival time, with no charge for the flight delay.

If the flight number, airport or date changes, the customer must notify JR Global Transfer and Tours immediately. When an airline cancellation or missed connection is reported before the original pickup time, the customer may reschedule without an administrative fee or receive a 100% travel credit, subject to availability and any fare difference. A cash refund remains subject to the notice tier in the table.

For airport arrivals, complimentary waiting time is 90 minutes after the actual landing time. For hotels, villas, residences and other pickups, it is 15 minutes after the confirmed pickup time. JR Global Transfer and Tours will attempt to contact the customer using the booking details provided.

A no-show occurs when the passenger does not appear, cannot be reached and the included waiting period has expired. If immigration, baggage claim or another issue delays the passenger, the passenger must contact JR Global Transfer and Tours before the included period ends. Extra waiting time may be charged only if disclosed and accepted in advance.

If the passenger cannot locate the driver or representative, the passenger must contact support before leaving the meeting point or arranging other transportation, so JR Global Transfer and Tours has an opportunity to resolve the issue.

If JR Global Transfer and Tours cancels a service or cannot provide it for a reason within its control, the customer may choose a no-cost rescheduling, a 100% travel credit or a full refund of the affected leg. The 10% retention does not apply in these cases.

Vehicle breakdown, lack of an available driver or an internal scheduling error will not be treated as force majeure. JR Global Transfer and Tours will first try to provide an equivalent vehicle or alternative solution.

Force majeure means an event outside the parties' reasonable control, such as airport or road closures, severe weather, government orders, civil unrest or public emergencies.

If the event prevents the service before it starts, the customer may choose rescheduling, a 100% travel credit or a full refund of the unprovided leg. If the service has already begun, any adjustment will be calculated on the unperformed portion in light of the actual circumstances.

JR Global Transfer and Tours will review and send approved refunds to the original payment method within 5 to 7 business days after written approval. Business days exclude weekends and official Dominican Republic holidays.

The bank or payment processor may need additional time to post the credit. Currency conversion differences, bank charges and card issuer conditions are outside JR Global Transfer and Tours' control. Eligible voluntary cancellations receive 90%; the retained 10% covers administrative and processing costs associated with the booking and cancellation.

Nothing in this policy limits any non-waivable rights under applicable law. If one provision is invalid, the others remain effective and the affected provision will be interpreted in the most consumer-favorable manner permitted.

The Spanish version controls interpretation. Assistance: info@jr-transfer.com | +1 (809) 961-1719 | jr-transfer.com.