Question 1

1. Purpose of the Service

Accepted Answer

Our main purpose is to provide a safe, punctual, comfortable and high-quality tourist and executive transport service, ensuring complete customer satisfaction through strict compliance with the highest operational and road-safety standards.

Question 2

2. Our Commitment to the Customer

Accepted Answer

Dominican HARTRAVEL Transportation guarantees all its users: Professional, courteous and respectful service at all times. Strict compliance with the agreed pick-up and arrival times. Proactive, clear communication before, during and after the service. Vehicles meeting high standards of cleanliness and comfort, in optimal mechanical condition. Absolute priority given to passengers' physical safety and wellbeing.

Question 3

3. Booking and Confirmation Policy

Accepted Answer

All bookings are subject to fleet availability. To process a booking, the customer must provide the full service details: exact date, time, number of passengers, pick-up location, final destination and flight details (where applicable). A booking is only considered confirmed once the customer receives written confirmation (by email or WhatsApp) from the company, having met the payment requirements.

Question 4

4. Payment and Billing Policy

Accepted Answer

Initial deposit: to secure the booking, advance payment of a percentage of the total service cost is required (or the full amount, as agreed during booking). Outstanding balance: any remaining balance must be settled before the journey begins, or according to the specific terms agreed when the booking was confirmed. Only the company's official, authorised payment methods are accepted (credit/debit cards, bank transfers or the digital payment gateways integrated into our website).

Question 5

5. Cancellation and Refund Policy

Accepted Answer

To protect our logistical planning, the following cancellation terms apply: More than 48 hours in advance: 100% refund of the amount paid (less any bank or payment-gateway fees). Between 24 and 48 hours: a penalty of 50% of the total service value applies. Less than 24 hours or "No Show": no refund is due. The company retains 100% of the payment as compensation for logistical costs. Any change of date or time requested by the customer is subject to operational availability and may incur additional charges.

Question 6

6. Punctuality and Waiting Times

Accepted Answer

Our customers' and drivers' time is valuable. The following grace periods therefore apply: Airport pick-ups: the driver will wait a maximum of 60 minutes from the confirmed landing time of the flight. If the passenger is delayed at customs or baggage claim, they must notify our contact channels immediately. Hotel or address pick-ups: the driver will wait a maximum of 15 minutes from the agreed time. Once these grace periods have elapsed with no contact from the customer, the driver will leave, the service will be classified as a "No Show" and no refund will apply.

Question 7

7. Luggage Handling

Accepted Answer

The standard fare includes 1 regular-sized suitcase and 1 personal item (handbag/backpack) per passenger. Any additional or oversized luggage, or special equipment (e.g. surfboards, wheelchairs, golf clubs), must be declared at the time of booking so the right vehicle can be assigned. Additional charges may apply. Luggage travels entirely at the passenger's own risk. The company is not liable for minor damage (scratches) or for valuables, electronic devices, jewellery or money left inside suitcases or in the vehicle cabin.

Question 8

8. Code of Conduct and Vehicle Rules

Accepted Answer

To ensure a safe and pleasant journey: Seat belts: compulsory for all passengers throughout the journey. Prohibitions: smoking (including e-cigarettes), drug use and carrying illicit substances or hazardous materials inside the vehicle are strictly forbidden. Alcohol may only be consumed if the contracted service expressly includes or permits it. Liability for damage: any physical damage caused to the interior or exterior of the vehicle (stains, breakages, spills) through a passenger's negligence, carelessness or inappropriate behaviour will be billed directly to the customer to cover repair or deep-cleaning costs.

Question 9

9. Safety and Regulatory Compliance

Accepted Answer

All our drivers hold current professional licences, a clean driving record and customer-service training. The fleet undergoes rigorous, regular preventive inspections. Dominican HARTRAVEL Transportation operates in strict compliance with current traffic law. Drivers have the authority to refuse illegal manoeuvres or routes that would put safety at risk.

Question 10

10. Policy on Minors

Accepted Answer

For legal and safety reasons, no minor may travel without a responsible adult, unless a duly validated written legal authorisation exists. Child car seats are available on prior request at the time of booking, subject to availability and to local traffic regulations.

Question 11

11. Lost Property

Accepted Answer

The driver inspects the vehicle at the end of every journey. Items found are kept at our offices for a maximum of 30 days. The customer will be notified as soon as possible. Shipping, courier or special delivery costs for returning the item are borne solely by its owner.

Question 12

12. Privacy and Data Protection

Accepted Answer

Dominican HARTRAVEL Transportation respects your privacy. All personal, financial and contact information collected during booking is treated in strict confidence. The data is used solely for booking management, billing and service improvement, and is not shared with third parties without the express consent of the data subject.

Question 13

13. Equality and Non-Discrimination

Accepted Answer

We maintain a zero-tolerance policy towards discrimination. Our services are offered with the same standard of excellence to everyone, regardless of nationality, race, sex, religion, age, disability, sexual orientation or any other protected characteristic.

Question 14

14. Changes to These Policies

Accepted Answer

The company reserves the right to update, modify or amend these Terms and Policies at any time to meet new operational, commercial or legal requirements. Bookings already confirmed are governed by the policies in force at the time they were confirmed.

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