1. Key Definitions

Transportation Service: Ground transfer of the patient from the airport/hotel to the clinic and vice versa, as agreed upon in the reservation.

No Show: When a patient fails to appear at the agreed-upon meeting point and time for the transportation service, or does not notify of their cancellation within the required notice period.

Standard Waiting Time: 40 minutes of courtesy included in the base fare, starting from the scheduled pickup time at the meeting point (ASUR platforms, hotel lobby, etc.).

2. Cancellation and Refund Policy

We understand that plans can change. For any cancellations, we apply the following refund policy:

• Cancellation 24 hours or more in advance: If you cancel your reservation at least 24 hours prior to the scheduled service time, you will receive a 100% refund of the amount paid.
• Cancellation between 12 and 24 hours in advance: If you cancel your reservation with a minimum of 12 hours but less than 24 hours prior to the scheduled service time, you will receive a 70% refund of the amount paid.
• Cancellation less than 12 hours in advance or No Show: No refunds will be issued for cancellations made less than 12 hours prior to the service, or in case of a "No Show" (failure to appear).

3. Policy on Charges for Passenger Errors and Incidents

To prevent inconveniences and ensure the efficiency of our services, the following charges will apply for situations attributable to the patient:

❖ Flight Delays / Incorrect Flight Information:

➢ It is the patient's responsibility to provide accurate and updated flight information (flight number, airline, arrival/departure time).

➢ In case of significant flight delays affecting the scheduled pickup time, the patient must notify Great Smiles Cancún as far in advance as possible.

➢ If a delay is not notified and the driver has to wait beyond the standard waiting time, additional waiting time charges will apply.

➢ If incorrect flight information is provided (e.g., wrong flight number, incorrect date) and this results in a driver's "no show" or a wasted trip, 100% of the service fee will be charged as a penalty.

❖ Incorrect Number of Passengers Information:

➢ The patient must specify the exact number of passengers at the time of booking to assign the appropriate vehicle.

➢ If the number of passengers exceeds the capacity of the reserved vehicle at the time of pickup and requires a vehicle change or an additional service, an extra charge equivalent to the cost of a new service or the cost of a higher capacity vehicle will be applied, in addition to a 25% penalty on the original service cost.

❖ Changes or Additional Requests During the Service:

➢ Route Changes / Additional Stops: Any request for route changes or additional stops not specified in the original reservation will incur an extra charge to be determined by the driver or the office, subject to prior agreement with the patient.

➢ Services Outside Standard Hours: Services requested outside regular operating hours (e.g., very early mornings or late nights) may incur a surcharge, notified in advance.

4. Additional Waiting Time Charges

• Standard Waiting Time: The first 40 minutes of waiting at the meeting point (from the scheduled flight arrival time or agreed pickup time) are included in the base fare.
• Excess Waiting Time Charges:
• After the 40-minute grace period, a charge of $40 MXN (or its equivalent in USD at the exchange rate of the day) will apply for every 20 additional minutes or fraction of waiting time.
• The maximum waiting time for which the driver will wait before considering a "no show" will be 90 minutes from the scheduled pickup time, provided there is communication with the patient. After this time without communication, the "no show" policy will apply.

5. No Show Penalties

• If a transportation service is booked and the patient fails to appear at the agreed-upon meeting point and time without prior notification ("no show"), 100% of the total service cost will be charged as a penalty.
• A "no show" is also considered if the patient cannot be contacted after the maximum established waiting time (90 minutes).

6. Pricing and Payment Conditions

• Payment Method: All payments will be processed through the Great Smiles Cancún website at the time of booking your dental treatment. The initial booking amount is $250 USD or its equivalent in Mexican pesos at the current exchange rate (e.g., $20 MXN per dollar).
• What the Initial Payment Includes: This amount includes Airport - Hotel - Airport transportation, securing your spot in the dental treatment schedule (which will be itemized when you pay the total treatment cost), and Hotel to Clinic transportation as many times as necessary, provided these trips are previously justified by the dentist or specialist in charge.
• Unofficial Transportation: If the patient requires additional transportation to see the specialist unofficially (outside of justified treatment appointments), this transportation will incur an extra cost depending on the location of the hotel, Airbnb, or meeting point.
• Price Variation: Prices may vary depending on availability, service demand, vehicle type, and other operational factors (e.g., maintenance, spare parts, fuel). Great Smiles Cancún reserves the right to adjust costs with prior notification to the patient in case of significant modifications to the original reservation.
• VAT / TAX: If an invoice is required, the corresponding VAT/TAX will be applied to the total service amount. The invoice must be requested at the time of booking or at least 24 hours before the service.
• Per Diem for Out-of-Area Services: Per diem costs (lodging, meals, etc.) are not included in the fare for transportation services outside the Cancun and Riviera Maya metropolitan area and will be quoted and agreed upon with the patient in advance.

7. Transportation Coverage Area and Appointment Punctuality

• Coverage Area: The included transportation (Airport - Hotel - Airport and Hotel - Dental Clinic - Hotel) will only be provided within the Cancún area. This applies to hotels, Airbnbs, or any other patient accommodation location within the city limits of Cancún.
• Outside Coverage Area: If the patient is staying outside the Cancún area (e.g., Playa del Carmen, Tulum, Riviera Maya, etc.), it will be the patient's responsibility to cover the cost and arrange their own transportation to and from their accommodation. This includes considering distance, travel time, and traffic.
• Appointment Impact Due to Delays: It is crucial for the patient to arrive on time for all dental appointments. In case of not arriving at the scheduled time due to transportation delays (especially if it's outside our service in out-of-coverage areas), their appointment will be automatically forfeited. Given the high demand and clinic schedule, we will check for any available space to attend to them at another time, but a new appointment on the same day is not guaranteed, as other patients are scheduled.

8. Patient Recommendations

• Verify Information: All patients are requested to carefully verify their transportation and treatment reservation details (dates, times, flight numbers, number of passengers) and immediately notify Great Smiles Cancún of any discrepancies.
• Maintain Communication: In case of any unforeseen circumstances (flight delays, changes in plans), contact Great Smiles Cancún as soon as possible to minimize additional charges and coordinate the service. An emergency contact number will be provided.