This privacy policy outlines how Tijuana Medical Shuttle (“Company”, “we”, “us”, or “our”) collects, uses, discloses, and protects personal information when you use our website, booking channels, and transportation services.

1. Information We Collect

We may collect the following types of information when you interact with Tijuana Medical Shuttle:

- Identification and contact details: Name, phone number, email address, postal address, country of residence.
- Trip and booking information: Pickup and drop-off locations, travel dates and times, clinic/hospital name, companion information, payment details (processed via third-party processors, not stored in full by us).
- Health-related information: Non-emergency medical transportation needs, mobility requirements, special assistance requests, and limited health details strictly necessary to coordinate your medical shuttle.
- Technical IP address, browser type, device identifiers, pages visited, and usage data collected via cookies and similar technologies.

2. How We Use Your Information

We use personal information only for legitimate business purposes related to providing and improving our services, including:

- To process bookings, manage reservations, and provide medical shuttle transportation between San Diego, Tijuana, and surrounding areas.
- To communicate with you about your trip, schedule changes, reminders, support requests, and follow-up service quality checks.
- To coordinate with clinics, hospitals, and authorized medical providers when needed to confirm appointments, timing, and logistics.
- To maintain security, prevent fraud or misuse, and comply with applicable laws and legal obligations.
- To analyze service performance, improve user experience, and develop new routes, services, or features (using aggregated or anonymized data where possible).

3. Legal Basis and Consent

Depending on your location, we may process your personal information based on:

- Your consent (for example, when you submit a booking form or health-related information).
- The performance of a contract (providing your reserved shuttle and related customer support).
- Compliance with legal obligations (such as accounting, tax, and transportation regulations).
- Our legitimate interests (such as improving service quality and maintaining security), provided these do not override your fundamental rights and freedoms.

By using our website and services, you agree to this Privacy Policy and, where applicable, provide consent to the collection and use of your information as described.

4. Sharing Your Information

We do not sell your personal information. We may share your information in limited circumstances:

- Service providers: With carefully selected third parties who perform services on our behalf (for example, payment processors, dispatch software, IT and hosting providers), under confidentiality and data protection obligations.
- Medical providers: With your clinic, hospital, or treating physician solely as needed to coordinate transportation related to your medical visit and logistics.
- Legal and safety reasons: When required by law, regulation, court order, or governmental request, or when necessary to protect our rights, safety, property, or that of our passengers, drivers, partners, or the public.
- Business transfers: In the context of a merger, acquisition, reorganization, or asset sale, where personal information may be transferred as part of that transaction, subject to the same or comparable privacy protections.

5. International Transfers

Because Tijuana Medical Shuttle operates cross-border between the United States and Mexico, your information may be processed in, or transferred between, these and other jurisdictions.

- Data may be stored on servers located outside your country of residence.
- We take reasonable steps to ensure that any international data transfers are carried out in accordance with applicable data protection laws and with appropriate safeguards in place.

6. Data Retention

We retain personal information only for as long as necessary to fulfill the purposes described in this Privacy Policy, including:

- For the duration of your relationship with us and your active bookings.
- For the period required to comply with legal, tax, accounting, or regulatory obligations.
- For a limited period to resolve disputes, enforce agreements, and maintain service records.

When personal information is no longer needed, we will delete, anonymize, or securely store it in accordance with applicable laws.

7. Cookies and Tracking Technologies

Our website may use cookies and similar technologies to:

- Remember your preferences and session information.
- Analyze website traffic and usage patterns.
- Improve website performance, security, and user experience.

You can manage cookie settings through your browser controls. Disabling certain cookies may affect some website features or functionality.

8. Your Privacy Rights

Depending on your jurisdiction, you may have some or all of the following rights:

- Right of access: Request confirmation and a copy of the personal information we hold about you.
- Right to rectification: Request correction of inaccurate or incomplete information.
- Right to deletion: Request that we delete your personal information, subject to legal or contractual obligations.
- Right to restriction or objection: Request that we limit or stop certain types of processing.
- Data portability: Request a copy of your information in a structured, commonly used, and machine-readable format, where applicable.
- Withdrawal of consent: Where processing is based on consent, you may withdraw consent at any time, without affecting prior lawful processing.

To exercise these rights, please contact us using the details provided in the “Contact Us” section below. We may need to verify your identity before fulfilling your request.

9. Security Measures

We implement reasonable technical, administrative, and physical safeguards designed to protect personal information from unauthorized access, misuse, loss, or disclosure, including:

- Limiting access to personal data to authorized personnel and partners who need it for legitimate business purposes.
- Using secure systems and protocols for data transmission where appropriate.
- Training staff and drivers on confidentiality and privacy awareness.

No method of transmission or storage is completely secure, so absolute security cannot be guaranteed. You are also responsible for maintaining the confidentiality of any account credentials or communication channels you use with us.

10. Children’s Privacy

Our services are not directed to children under 18 years of age. We do not knowingly collect personal information from children without appropriate consent from a parent or legal guardian. If we learn that we have collected such information without consent, we will take steps to delete it as soon as reasonably possible.

11. Third-Party Websites and Links

Our website or communications may contain links to third-party websites, clinics, hospitals, or service providers. Those sites are governed by their own privacy policies and practices. Tijuana Medical Shuttle is not responsible for the content, security, or privacy practices of third-party sites, and encourages you to review their policies before providing any personal information.

12. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. When updated:

- The “Last Updated” date at the top or bottom of this page will be revised.
- Changes will become effective when posted on our website.

Your continued use of the website or services after any changes are posted constitutes your acceptance of the updated Privacy Policy.

13. Contact Us

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or need more details about how we handle your information, you may contact us at:

Tijuana Medical Shuttle
Email: info@tijuanamedicalshuttle.com
Phone: +52-663-408-1881
Address: Tijuana / San Diego

Please include your name, contact information, and a clear description of your request.

These Terms and Conditions (“Terms”) govern the use of transportation services provided by Tijuana Medical Shuttle (“TMS”, “we”, “us”, or “our”). By booking or using our services, you (“you”, “passenger”, “client”) agree to be bound by these Terms.[8]

1. Service Description

Tijuana Medical Shuttle provides pre-booked, non-emergency medical transportation between the United States and Mexico, primarily serving the San Diego–Tijuana region.[8]
Services are limited to ground transportation and do not include emergency care, medical advice, or clinical treatment of any kind.[8]

2. Booking and Payment

- All rides must be reserved in advance through our website, phone, messaging platforms, or partner clinics.
- Prices, fees, surcharges, and currency (USD/MXN) will be communicated at the time of booking and may vary by route, time, demand, and special requirements.[2]
- Payment is due as indicated during booking and may be processed by third-party payment providers; by providing payment details, you authorize the applicable charges.[2]

3. Cancellations, Changes, and No-Show

- You may cancel or modify your booking within the time frame communicated at the time of reservation; some bookings may be non‑refundable or subject to a cancellation fee.[8]
- A “no-show” occurs when you are not present at the pickup location within the specified waiting period; in such cases, no refund is due and a new booking may be required.[4]
- TMS reserves the right to cancel or reschedule a trip due to safety, traffic, operational issues, road closures, or border-related delays; in such cases, we will use reasonable efforts to notify you and offer alternatives.[8]

4. Passenger Responsibilities

- You are responsible for providing accurate information at booking, including legal name, contact details, pickup and drop-off locations, appointment times, mobility needs, and special assistance requirements.[4]
- You must be ready at the agreed pickup point at the scheduled time and carry valid identification and travel documents required for border crossing (for example, passport, visas, medical letters where applicable).
- You agree to behave respectfully, follow driver instructions, wear seat belts, and refrain from smoking, aggressive conduct, or any illegal activity in the vehicle.[8]

5. Medical and Fitness to Travel

- Our service is non-emergency medical transportation and is not suitable for passengers in life‑threatening or unstable conditions; in such cases you must contact emergency services.[5]
- By booking, you represent that you (or the transported patient) are medically stable enough to travel by ground vehicle and that any required medical clearance has been obtained from your healthcare provider.[7]
- If, in the driver’s reasonable judgment, your condition appears unsafe for transport, TMS may refuse or discontinue the trip and recommend appropriate medical assistance, without liability for resulting delays or missed appointments.[5]

6. Companions, Luggage, and Equipment

- Subject to vehicle capacity and prior arrangement, one companion or caregiver may travel with the patient; additional companions may require extra fees or a different vehicle class.
- You may bring personal luggage and medical equipment (for example, walkers or small oxygen units) within reasonable size and weight limits; TMS may refuse items that are unsafe, illegal, or cannot be properly secured.[4]
- You are responsible for ensuring that any personal medical equipment is in safe, working condition and properly used during transport.[7]

7. Cross-Border Travel and Immigration

- Cross-border travel is subject to review and approval by U.S. and Mexican authorities; TMS has no control over immigration decisions, inspections, or delays at ports of entry.[9]
- You are solely responsible for ensuring that your travel documents, permits, and medical tourism paperwork are valid and sufficient; TMS will not be liable if you are denied entry or delayed by authorities.[9]
- Any additional time or cost resulting from immigration issues may result in extra waiting fees or the need to reschedule a portion of the trip.

8. Delays, Traffic, and External Factors

- Travel times are estimates only and may be affected by traffic, accidents, weather, roadworks, security checkpoints, border wait times, and other factors beyond our control.[8]
- TMS is not liable for missed medical appointments, surgeries, flights, hotel reservations, or other losses resulting from such delays; passengers should allow additional time for cross-border trips.[9]

9. Limitation of Liability

- To the maximum extent permitted by law, TMS is not liable for indirect, incidental, consequential, or special damages, including lost profits, lost opportunities, or costs associated with rescheduled medical procedures.[8]
- Our total aggregate liability for any claim arising out of or related to a single trip will not exceed the amount you paid to TMS for that specific booking.[2]
- Nothing in these Terms limits liability for death or personal injury caused directly by our gross negligence or willful misconduct where such limitation is prohibited by applicable law.

10. Insurance and Third-Party Providers

- TMS vehicles and drivers are covered by insurance as required by applicable laws and regulations in the jurisdictions where we operate.[5]
- In some cases, transportation may be provided by vetted third-party operators; your booking remains governed by these Terms, but additional terms from such providers may also apply.[2]

11. Personal Data and Privacy

- TMS collects and processes personal and limited health-related information only as needed to provide and manage your transportation services.[10]
- The use of your personal data is governed by our separate Privacy Policy, which explains what information we collect, how we use it, and your rights.[10]

12. Prohibited Conduct

- You agree not to:
- Carry weapons, illegal drugs, or hazardous materials.
- Harass, threaten, or endanger the driver, staff, or other passengers.
- Damage or attempt to damage the vehicle or equipment.
- TMS may immediately terminate a trip and, where appropriate, contact authorities if prohibited conduct occurs, without any obligation to provide a refund.[8]

13. Intellectual Property and Website Use

- All content on the Tijuana Medical Shuttle website, including logos, text, graphics, and images, is owned by TMS or its licensors and is protected by applicable intellectual property laws.[11]
- You may use the website and its booking tools solely for personal, non-commercial purposes and may not copy, modify, or distribute any content without prior written permission.[11]

14. Amendments to Terms

- TMS may update these Terms from time to time; changes become effective when posted on our website with an updated “Last Updated” date.
- Continued use of our services after any changes are posted constitutes acceptance of the revised Terms.[8]

15. Governing Law and Jurisdiction

- These Terms are intended for a cross-border service operating primarily in the State of California, USA, and the State of Baja California, Mexico; the specific governing law and venue should be confirmed with legal counsel and defined according to your business structure.
- Any disputes arising from or relating to these Terms, your booking, or your use of our services will be resolved in the courts of the agreed jurisdiction, except where mandatory consumer protection laws require otherwise.[12]

16. Complaints and Dispute Resolution

- If you have a complaint about our service, contact us first so we can attempt to resolve the issue informally within a reasonable time.
- Where required by local regulations, you may have the right to escalate complaints to consumer protection authorities or transportation regulators.[12]

17. Contact Information

For questions about these Terms or your booking, contact:

Tijuana Medical Shuttle
Email: info@tijuanamedicalshuttle.com
Phone: +52-663-408-1881
Business Address: [Insert address in Tijuana/San Diego region]

Cancellation and Refund Policy

1. Client‑initiated cancellations

- Cancellations 48 hours or more before pickup
If you cancel your trip at least 48 hours before the scheduled pickup time, you are eligible for a full refund of the transportation fee paid, excluding any non‑refundable third‑party charges (such as processing or banking fees).[5]

- Cancellations 24–48 hours before pickup
If you cancel your trip between 24 and 48 hours before the scheduled pickup time, Tijuana Medical Shuttle may charge a cancellation fee of up to 50% of the total trip cost, and the remaining balance (if any) will be refunded to your original payment method.[5]

- Cancellations less than 24 hours before pickup
If you cancel your trip less than 24 hours before the scheduled pickup time, the trip cost is typically non‑refundable and may be charged in full to cover reserved vehicle, driver time, and scheduling impact.[6]

- Same‑day cancellations and on‑site changes
Same‑day cancellations after the driver has been dispatched, or changes that materially alter the trip (different pickup point, route, or destination) may be treated as a completed trip or may incur additional fees at Tijuana Medical Shuttle’s discretion.[7]

2. No‑show policy

- A “no‑show” occurs when the passenger is not present at the agreed pickup point within the designated waiting period (for example, 15–30 minutes from the scheduled time) and does not contact Tijuana Medical Shuttle to advise of a delay.[6]
- In the event of a no‑show, the trip is considered completed for billing purposes and is non‑refundable; any return or additional trips will require a new booking and payment.[6]

3. Cancellations by Tijuana Medical Shuttle

- Operational or safety reasons
Tijuana Medical Shuttle may cancel or reschedule a trip due to unsafe road conditions, vehicle breakdown, driver illness, border closures, security incidents, or other circumstances beyond its reasonable control.[6]
- Refunds when the company cancels
If Tijuana Medical Shuttle cancels your trip and no suitable alternative is offered, you are entitled to a full refund of any prepaid transportation fees for the unused portion of the service; this is normally the sole and exclusive remedy in such situations.

4. How to cancel or request a refund

- To cancel a booking or request a refund, you must contact Tijuana Medical Shuttle via the official channels provided in your confirmation (such as phone, WhatsApp, email, or portal) and include your full name, booking ID, trip date, and pickup time.
- Refunds, when approved under this policy, are generally processed within 5–10 business days to the original payment method, subject to bank or card‑issuer timelines.

5. Non‑refundable fees and exceptions

- Certain fees such as payment gateway charges, tolls already incurred, parking fees, and special handling charges may be non‑refundable even when the base fare is refunded, and these will be clearly indicated during booking where possible.[9]
- In documented emergencies (for example, surgery rescheduled by the clinic at the last minute or sudden hospital admission), Tijuana Medical Shuttle may, at its sole discretion, waive or reduce cancellation or no‑show fees, or offer credit toward a future trip, without creating any obligation to do so in similar future cases.