General conditions and restrictions of the service

Last updated: 2026-09-03

Payment of the service

The cost of the service must be settled in full before the transport begins. A 50% deposit is charged at the moment of the reservation to hold the vehicle and the driver; the remaining balance is settled once the service is completed.

Waiting time

A maximum waiting time of 30 minutes is granted at every pickup. A client who does not arrive within that window is considered a no-show.

Beyond the courtesy window, an additional charge of $15 USD applies for every 30 minutes past the agreed time.

If another transport is scheduled during the waiting period, the next client takes priority and the deposit of the delayed reservation is forfeited.

Border crossing wait

The regular lane includes one hour of border waiting in the published fare. Additional waiting at the port of entry is charged at $15 USD per hour.

The Medical Lane pass, included in the Premium Medical Transportation service on qualifying routes, substantially reduces the northbound wait.

Service hours and out-of-hours service

Transport service runs Monday to Saturday from 6:00 AM to 6:00 PM and Sunday from 6:00 AM to 1:00 PM.

Any transport outside those hours is provided by reservation only and carries an additional cost of $40 USD per service. The surcharge is disclosed before the reservation is confirmed.

Dispatch answers WhatsApp, text messages and calls 24 hours a day, every day.

Cancellations

Cancellation with more than 72 hours' notice carries a charge of 50% of the amount paid.

Cancellation with less than 72 hours' notice, or failure to appear for the service, carries a charge of 100% of the total deposit.

Refunds are processed within 5 to 7 business days after the cancellation.

Modifications to the reservation

One modification of date or time is allowed at no cost, provided it is requested at least 48 hours before the service. After that point the cancellation policy applies.

Pets

For sanitary reasons, pets of any kind are strictly prohibited in the vehicle on standard reservations.

Passengers travelling with an animal must book the Pet-Friendly Private Transportation service, which is dispatched with the Premium vehicle. The pet must travel in a carrier or secured with a harness, must be clean and in good health, and aggressive behaviour is not permitted. An additional fee applies by size: $35 USD small, $45 USD medium, $55 USD large. A cleaning fee may apply if necessary.

Prohibited items

It is prohibited to transport restricted foods, alcoholic beverages, cigarettes, controlled substances, and undeclared cash exceeding $10,000 USD.

The passenger is solely responsible for their own travel documents and for anything carried in their luggage.

Capacity and companions

The published fare covers the patient plus one companion. For services with more than two passengers, request a quotation at +1 (619) 752-0681 or +52 (663) 324-9475 before booking.

Please include the pick-up address and the drop-off address in your reservation. A reservation without both addresses cannot be dispatched.

Questions about these conditions

Write to info@crossbtransport.com or call +1 (619) 748-3656. Booking a service implies acceptance of these general conditions and restrictions.