Policies and privacy

Terms and conditions

These terms explain how to use Havana with Enrique and arrange transportation with Enrique.

Contact Enrique

Request and confirmation

Preparing or sending a transportation request does not confirm a booking. Enrique must confirm availability, the final fare, currency, pickup time and location, and service conditions directly before the service is considered confirmed.

Direct assistance is available in Spanish and English. The language selected on this website does not change the languages available for personal assistance.

Payment methods, currencies and timing

The only payment methods are cash in person and TropiPay. Cash is accepted in USD, EUR, CAD. Depending on the service, cash payment is due at pickup or at the end; Enrique confirms the timing directly for that service.

TropiPay is offered manually only after availability, the final fare, currency and service conditions have been confirmed. All currencies offered by TropiPay for the payment may be used; the service currency is agreed before confirmation.

Selecting a preferred payment method does not initiate a payment. The website does not collect advance payments or automatically issue payment links.

Airport meeting point and contact

Meet Enrique at the terminal exit door, at the pickup location confirmed directly for your arrival. He will hold a sign displaying the customer’s or group’s name.

If you cannot find Enrique, try to reach him through WhatsApp or email using the contact details on this website.

Changes and rescheduling

Changes depend on availability and require coordination with Enrique. Charges may apply. The revised fare, currency and conditions must be agreed directly before confirming the changed service.

Included airport waiting time

Airport pickup includes up to 2 hours of waiting. When you provide a valid flight number, this period begins at the flight’s actual arrival time, not its originally scheduled arrival time.

Enrique will make reasonable attempts to contact you using the contact information provided in your transportation request.

Flight delays and schedule changes

With a valid flight number, normal airline delays do not reduce the included 2-hour airport waiting period. Pickup will be adjusted to the flight’s actual arrival time whenever updated flight information is reasonably available.

Notify Enrique as soon as possible of:

• flight changes;
• missed connections;
• rebooking;
• terminal changes;
• flight cancellations;
• changes not reflected under the originally supplied flight number.

If a major delay or schedule change creates a conflict that prevents Enrique from providing the service, you will not be charged for a cash booking.

If you prepaid through TropiPay and Enrique cannot provide the confirmed service because of that schedule conflict, you will receive a full refund of the service payment.

Additional airport waiting

The first 2 hours after the flight’s actual arrival are included. Waiting beyond that period is subject to Enrique’s availability.

If Enrique can continue waiting, the charge is USD 10 per additional hour or started hour, or the equivalent amount in the currency agreed for the service.

Enrique will make reasonable attempts to contact you before additional waiting charges begin. If he has another confirmed service and cannot stay beyond the included period, you will be informed whenever contact is possible.

Airport no-show

You may be considered a no-show when all of the following apply:

• your flight has arrived;
• the included 2-hour waiting period has expired;
• you have not reached the agreed meeting point;
• Enrique has made reasonable attempts to contact you using the information provided; and
• you have not contacted Enrique to explain the delay.

If you supplied an incorrect flight number, did not communicate a flight change, or provided insufficient arrival information, the confirmed pickup information may instead be used to determine the applicable waiting period.

For a confirmed booking prepaid through TropiPay, a no-show is non-refundable because the vehicle and driver’s time were reserved for you. For a cash booking, no payment is collected, but the confirmed service is cancelled.

Enrique may review exceptional circumstances individually.

Non-airport no-show

For hotel, accommodation, Havana–Varadero, tour, group transportation and other non-airport pickups, 30 minutes of waiting after the confirmed pickup time are included unless a different period was agreed in writing.

Enrique will make reasonable attempts to contact you. After 30 minutes without contact or appearance, the service may be treated as a no-show; any different waiting period agreed in writing takes precedence.

A no-show prepaid through TropiPay is non-refundable. A cash booking is cancelled without collecting payment.

Cancellation 24 hours or more before pickup

You may cancel 24 hours or more before the confirmed pickup time without a cancellation charge. Cancellation exactly at that threshold is also free of charge.

For cash bookings, no payment is due. For TropiPay bookings, the refundable service amount will be returned, subject to the refund terms below.

Cancellation less than 24 hours before pickup

For cancellation less than 24 hours before the confirmed pickup time, the late-cancellation charge is 50%, with the following payment-specific treatment:

• TropiPay: 50% of the confirmed service fare is refundable; 50% is retained as the late-cancellation charge.
• Cash: no advance payment can be collected through the website. The booking is cancelled, and Enrique may consider the late cancellation when accepting future reservations.

Exceptional circumstances may be reviewed individually.

Replacement and cancellation by Havana with Enrique

There is currently no dedicated backup driver. If Enrique or the vehicle cannot provide the service, including a breakdown, Enrique will try to arrange another taxi driver, subject to availability. A replacement driver or vehicle must be agreed with and acceptable to you; you are never required to accept an unagreed substitute.

If Enrique cancels a confirmed service and cannot provide an agreed replacement acceptable to you, no cash payment is due, or, if you prepaid through TropiPay, you receive a full refund of the service payment.

Documented flight cancellation

If the airline cancels your flight and you inform Enrique before the pickup service has begun, the cancellation may be treated as an exceptional circumstance rather than a standard late cancellation.

When reasonable evidence of the airline cancellation is available, Enrique may waive the cancellation charge and authorize a full refund of a service prepaid through TropiPay.

TropiPay refunds

Havana with Enrique does not impose an additional internal refund-processing fee. Eligibility and the refundable amount are determined by the cancellation, no-show and service-cancellation policies above.

When a refund is approved, Havana with Enrique will initiate it through TropiPay as soon as reasonably possible.

The time for funds to appear in your original payment method may depend on TropiPay, the card network, your bank, currency conversion and other payment providers.

Banking, currency-conversion, payment-processing and other external fees that the relevant provider does not return cannot be guaranteed as refundable by Havana with Enrique.

You will receive confirmation when the refund request has been initiated.

Written agreements and policy priority

Any special waiting, cancellation or payment condition explicitly agreed in writing between Enrique and you before confirmation takes precedence over the standard policy for that specific trip.

The final fare, currency, pickup time and location, and any exceptional conditions must be confirmed before the transportation service is considered confirmed.

Privacy

When you select Prepare request, we send your contact and trip details to the Havana with Enrique server to handle your request and notify administrators. No booking is confirmed. Closed requests without a booking or linked account are deleted after 30 days; other requests keep their existing retention rules. We keep technical markers without contact details to prevent duplicates and preserve deletions when restoring a backup.

When you sign in to the portal with Google, we receive a stable Google account identifier, your verified email address and your name to create or identify your account. Customer sign-in does not request access to Gmail.

Your account keeps the contact details you provide: name, email and phone, together with the requests, reservations and service history that belong to it. Ownership is based on the signed-in account or a link verified by an administrator, never on a matching name, phone number or email address. Outside the portal, you choose whether to share a prepared request through WhatsApp or email; the form does not ask for identity documents or financial details.

You can request account closure from your profile. If your account owns a reservation that an administrator has explicitly recorded as a completed service (status “completed”), we keep its contact and service history without a fixed retention period, close access and revoke web and mobile sessions and push devices. A new Google sign-in cannot reopen it.

If no owned reservation has been recorded by an administrator as a completed service, the account and its linked personal and operational data can be deleted after open requests, reservations or proposals are resolved through the existing process. Closure does not cancel them automatically. The last active administrator or immutable shared audit history can require manual review instead of immediate deletion.

The technical recovery journal keeps opaque technical identifiers so completed account closures remain in force after a business backup is restored. It contains no names, email addresses, phone numbers or request content; it does not recreate deleted account data.

Before customer accounts are enabled in production, encrypted business backups must be kept outside the VPS for 30 days and recovery must be tested. The 30-day period applies to business backups, not to records retained after a service has been completed.

Address suggestions are optional. When available, only the address text is sent to Geoapify as you type, and you can always enter an address manually. When GA4 is configured for the public website, it records page views and form or contact interaction events without personal form fields.

When enabled, Gmail and Firebase Cloud Messaging send only operational notifications to administrators, subject to each administrator’s preferences. The production Firebase project is only for Android push and does not add Analytics to the Android app.