Terms and conditions

Last updated: October 5, 2026

Who we are and what we do

Guagualine (guagualine.com) is an independent agency that manages the purchase of ground transport tickets in the Dominican Republic. We are not a transport company and we do not sell on behalf of any. We buy the ticket from the transport operator, send you the instructions and support you on WhatsApp from the moment you book. The journey is provided by the operator identified in the ticket confirmation.

From booking to confirmation

For a fixed-price trip departing in 4 days or more, you can pay when booking. Every fixed-price request includes the payment link in the first email, including trips at shorter notice. Requests needing a quote are reviewed manually: we send a proposal before payment, with no automatic payment link. Sending a request does not charge you or confirm a seat. Payment received does not mean the ticket has been issued. We send the confirmation with the time, departure point and instructions when the operator issues the ticket or booking number. For return journeys, each leg needs its own confirmation. Confirming the outbound leg does not confirm the return.

What assisted booking includes

All our bookings include the ticket or booking number issued by the operator, management fee, bus departure and arrival points, Google Maps, useful instructions and WhatsApp support. You make your own way to the bus and onwards from its arrival point. Pickups, airport transfers and travel between terminals are not included. Taxi or Uber rides are booked and paid separately, subject to availability, driver acceptance and access rules.

Timetables, dates and connections

Published timetables are indicative and may come from initial research pending verification. Choosing a date or time expresses a preference and does not establish seat availability. The calendar allows bookings up to 730 days ahead. We check each case as soon as you book. For combined itineraries, we review the legs and connections. Instructions do not guarantee connections or arrival times.

Prices and payment

Prices are per person and per leg, in USD, and the calculation applies a 10% discount for groups of 5 or more people. The price you see when booking is the final assisted booking price. Trips involving an airport or a private transfer are quoted separately before payment. Payment is by card or PayPal. Taxi, Uber or other travel arranged by the customer costs extra.

Refund guarantee

If Guagualine cannot buy your ticket and send it to you, we refund the full amount paid, even if we only find out on the day of travel. The refund is issued to the same payment method as soon as we confirm it and arrives within the time set by your bank or PayPal. This is the general rule of the whole service: you pay, we buy the ticket, and if we cannot buy it you get your money back.

Changes and cancellations

Once the ticket is bought, it is non-refundable, unless the operator's policy allows it or consumer rights that apply by law in the Dominican Republic require it. If you ask to cancel after paying and before we buy the ticket, we refund the full amount. Changes are reviewed manually, subject to availability and operator approval where required. They may require a new purchase or an extra charge, which must be communicated and accepted before the change is made.

Disruptions and responsibilities

The operator provides transport under its conditions, including those for luggage, delays and disruptions during the journey. Guagualine receives your query and reviews assistance options within its booking management service. Alternative travel depends on availability and applicable conditions. These terms do not exclude Guagualine's obligations for its own service or limit mandatory consumer rights.

Communication

From the moment you send the booking you can message us on WhatsApp or reply to your booking email with its reference, until the day of travel. Receipt of a change request does not mean approval. We will communicate the outcome before treating the journey as changed.

Consumer protection

The operator's conditions and this policy apply without prejudice to mandatory consumer rights. Complaints may be brought before the authorities or courts competent under the applicable rules.