Terms and conditions

TRANSTUR offers car rental services under the trademarks Cubacar, Havanautos and REX. The reserved car category is guaranteed, not a specific brand and model, which will be subject to availability at the time of car rental. 

In order for a customer to make a reservation through the website www.rentcarcuba.com, they must first register on the website with their personal information. The company offers a new opportunity to make reservations for family and friends both abroad and within the country, but if it detects that the website is being used by customers for commercial purposes outside the company's policy, it reserves the right to cancel confirmed reservations and apply a 25% discount as a penalty.

Customers residing in the national territory, in order to access our services, must do so in the province that corresponds to their place of residence according to their official identification document. Reservations that do not meet this requirement must be cancelled and the amount will be refunded with a discount of 10% of the total value plus the value corresponding to one day of rental according to the reserved category.

In cases where the customer reserves a car in advance, the holder of the reservation is the only person entitled to be the holder of the rental contract, and may not include any additional driver to replace their ownership, always taking into account that a customer can only have one active rental in the same period of time, whether as the holder or as an additional driver.

Ø Be at least 21 years of age; except for the sports category of the REX brand, where a minimum of 25 years of age is required.

Ø Be at most 80 years of age.

Ø Have a valid driver's license or permit according to the car they have reserved. Each client (main or additional driver) must have a valid physical driver's license or permit according to the category of the car they have reserved as stated below:

- With a minimum of three (3) years of issue for cars in the I Sport category of the REX brand.

- With a minimum of two (2) years of issue for cars in the F Luxury category of the REX brand.

- With a minimum of one (1) year of issue for cars in the rest of the categories.

In the event that the client renews his license and it does not have the required time according to the category, as a mandatory requirement he must present his previous license at least in digital format to be able to access the service.

If the customer does not have the required experience according to the category, the car will not be delivered to the customer and the reservation will be cancelled with the corresponding charges applied, without this constituting a claim.

When for any reason the customer who is the owner of the reservation does not have a driving license, it is expired, damaged or has any other impediment that limits him from driving the vehicle, the reservation will not be modified in the system. The owner of the reservation will have the possibility of opening the contract, as long as he shows his physical license in digital format, declaring an additional driver and making the corresponding payment at the sales offices. All of the above will be recorded in the individual rental contract, stating that the owner cannot drive and the reason. 

Ø For rentals with a driver, it is not necessary to present a driving license.

Ø Present a passport or updated identity document.

Ø Not being included in the list of Unwelcome Clients

Ø The liability waiver payment differs for clients between the ages of 21 to 24 and 76 to 80 years, from clients between 25 and 75 years.

Additional drivers included by the owner must meet the above requirements. They are only authorized to drive the car. They are not authorized to open or close contracts, make extensions or modifications to the contract, receive refunds or include another additional driver. 

The contract is signed in person by both parties at the beginning of the service. In order to generate the contract, the client must present the voucher or the car reservation confirmation number. 

If a modification of the reservation holder is necessary, the client must write an email to the address cubacar@transtur.cu from the email with which the reservation was registered in the store, sending the reservation reference and the data of the person they wish to put as the holder. 

If the cancellation of the service is necessary, the client who is the owner of the reservation must write an email to the address: cubacar@transtur.cu, from the email with which they are registered in the store, sending the reservation reference and the reason for requesting to cancel the reservation. In this case, the corresponding return policy will always apply.

TRANSTUR reserves the right of admission. We may deny you the car rental if you do not meet any of the above requirements; if you engage in unacceptable behavior such as being under the influence of alcohol, drugs or other dangerous substances; if you are declared UNGRATEFUL or engage in any disrespectful, abusive or threatening behavior towards our employees.

Do not get out of the vehicle with the engine running; in any circumstance that involves getting out of the vehicle, you must stop the engine, remove the ignition key and close the vehicle.

When parking the vehicle, make sure that the doors, windows, trunk and engine compartment are properly closed and do not leave the ignition key inside the vehicle; it is also recommended to lock the steering wheel.

Park the vehicle in safe places; you must park the vehicle in illuminated and secure parking lots, never leave the vehicle overnight on public roads. If TRANSTUR personnel detect the vehicle parked unprotected on public roads, you will be contacted by TRANSTUR officials with the aim of persuading you to remove the vehicle to a place with proper protection and custody; if you refuse or cannot be located, TRANSTUR may remove the vehicle from the public road, driving it to our nearest facility, in which case, to continue enjoying the service, you must pay the penalty corresponding to abandoning the vehicle.

If, as a result of leaving the vehicle overnight on a public road, it is damaged, vandalized, or partially or totally stolen, in addition to paying the penalty for abandoning the vehicle, you must compensate TRANSTUR for the damage caused to the vehicle, which does not prevent the company from considering your inclusion as an Unwelcome Client.

Do not drive in flooded areas; this endangers your safety, that of your passengers and the physical integrity of the vehicle.

Do not park the vehicle in areas prone to flooding.

By signing the rental contract, you and any additional drivers agree to the standard general conditions of the TRANSTUR Rental Contract in effect at that time. You agree to the vehicle condition report, which includes a vehicle in good working order, along with the accessories described therein, and agree to return it in the same condition as you received it. You acknowledge your agreement with all charges applied and you agree to pay all debts for the service provided.

When renting a car, you are required to pay the rental fee, the liability waiver, the fuel service, the airport office surcharge and the drop off fee where applicable. The total price of the car rental is calculated based on the duration in days of service, the car category and the current rate.

The liability waiver is calculated based on the duration in days of service, the car category and the current rate. There are 2 basic rates for liability waiver; one rate for clients between 21 and 24 and 76 and 80 years old and another coverage for clients between 25 and 75 years old. If you make a reservation through our website www.rentcarcuba.com you can declare that you are between 21 and 24 or 76 and 80 years old. The contract has a maximum validity of 30 calendar days, including the days of the original contract and its extensions, after which it must be closed. To continue enjoying the service, you must open a new contract according to the conditions in force at the time of opening the contract. The extension of a contract is not permitted if the total number of days since the opening of the original contract exceeds 30 calendar days. Transtur reserves the right to approve requests for extensions from customers depending on the actual availability of cars.

For linear rental contracts, the validity is 30, 60 or 90 CALENDAR days, corresponding to the contracted payment periods. At the end of this time, the client must go to any sales office to renew the rental contract.

Each rental contract is accompanied by an original and ONE copy. The client is given the copy signed by the corresponding parties, which must be kept during the rental period. This is the legal document for any incident where the client needs to prove his relationship with TRANSTUR, it is used for the settlement of the car at any office in the country; as well as any other operation carried out during the rental. 

At the end of the contractual relationship with TRANSTUR, the client is left with a copy of the contract, which reflects the details of the service performed and its conformity with the service performed. 

In the case of extensions, changes of cars or inclusion of an additional driver during the rental, a new contract is drawn up as proof of the operation, which is attached to the original rental contract. The client is also given a copy of the contract for each of these operations.

If the customer makes a reservation through our online store www.rentcarcuba.com, he/she can indicate that he/she is between the ages of 21 and 25 or 76 and 80 years old and will be charged at the time of booking the basic liability waiver plus the liability waiver supplement. If the customer is between 21 and 24 or 76 and 80 years old and does not declare it on the website, he/she will only be charged at the time of booking the basic liability waiver and will then have to pay the liability waiver supplement when opening the contract. The liability waiver and the liability waiver supplement vary depending on the vehicle category. The Liability Waiver coverage offered by TRANSTUR exempts the contract holder from financial liability in the event of damage caused to the vehicle or accidents, as well as damage to the property or physical integrity of third parties, provided that he or she is not responsible, or the policy is not declared excluded by the Insurance, which does not prevent the company from considering his or her inclusion as an Unwelcome Client. In all cases, the contract holder must present the document of the Police action. The contract holder will lose all coverage and will pay for damages in the event of non-compliance with the provisions of the Rental Contract. The liability waiver covers additional drivers who are registered in the contract at the time of the occurrence of an accident, but the above applies.

Up to 2 additional drivers are allowed as an optional extra. Both are charged at the time you decide to add them to the contract, according to the number of days from their incorporation and until the contract is settled.

An additional charge is applied to the first rental of newly added vehicles to the fleet, only at the start of the rental.

The car is delivered with a full tank of fuel that is paid at the time of booking, depending on the vehicle category. Fuel is not sold during the rental period, it is purchased at the country's service center network. Fuel is not returned at the end of the rental period. In the event that, due to fuel shortage problems in the territory, the contract is opened with less than the tank capacity according to category, the difference will be refunded as established in the procedure for this purpose. 

If you return the car to a different office than the one where you picked up the car, you must pay an additional charge for drop off, as long as the delivery office does not belong to the same agency or branch as the pick-up office. If at the time of settlement, the car is delivered to an Agency or Branch other than the one agreed upon, the drop-off for that destination plus a 50% penalty is charged.

The rental price of the car is calculated based on the duration in days of the service, the category, the tourist season, the rental office and other additional charges that will be informed at the time of the start of the service. Additional payments that are generated at the time of receiving the car will be made according to the public rate in effect at the time of the operation.

TRANSTUR establishes minimum and maximum prices by vehicle category, which will be applied in accordance with the defined seasons. The price of the service is always calculated based on the rate in effect at the start of the service, published on our websites and sales offices and reflected in the car rental contract, which you sign. The extensions you request will be granted based on the availability of vehicles, according to the rates in effect at the time of the extension.

In the information section found in the footer of our home page you can find all our rates and prices.

TRANSTUR prices are expressed in the currency shown on our website and published in our offices. For collection and refund operations in different currencies, the exchange rate in force in Cuba for the Tourism Sector will be used. TRANSTUR defines and publishes all the currencies authorized for collection and refund operations.

Sales through online or in-store channels are made using international credit or debit cards authorized to operate in the country. National customers can pay with a local magnetic card backed by MLC. All additional charges applied at the time of signing the contract or during the execution of the service maintain these forms of payment.

When you make payments with international magnetic cards, regardless of the currency selected on our website, all services will be charged in EUROS, using the exchange rate in effect in Cuba for the Tourism Sector.

TRANSTUR Company refunds the customer when a reservation is modified or cancelled. If a reservation is changed and the charges for the reserved service are higher than the amount already paid, the difference is calculated according to TRANSTUR rates in force at that time, and the additional amount must be paid at the time of the modification.

If the amount of the modified reservation is less than the amount initially paid for the reservation, the difference will be calculated and refunded to the User, always applying a charge of 10% of the amount to be refunded.

The cancellation of reservations made through online channels is considered effective from the date and time it is registered in the TRANSTUR S.A. reservation system.

If the customer requests to cancel their reservation more than 72 hours before the start of the service, a charge of 10% of the total amount of the reservation is applied.

If the client cancels his/her reservation less than 72 hours before the start of the service or does not show up within the first 24 hours from the date and time agreed upon in the reservation, a charge equivalent to the amount of one day's rent will be applied, according to the rate applied at the time of the reservation plus 10% of the total amount of the reservation.

When a reservation is cancelled by Transtur due to non-compliance with the requirements established for driving a car, a charge equivalent to 10% of the total amount of the reservation will be applied.

When a reservation is cancelled because it was proven that the page was used by a client for commercial purposes and the company's policies were violated, a 25% discount will be applied on the total amount.

When a reservation is modified by decision of TRANSTUR S.A. or due to force majeure, natural disasters, epidemics or others; 100% of the amount charged will be returned to the client, without the application of additional charges.

If during the execution of the service the client decides to terminate it before the previously agreed date, the unused amount will be refunded, applying a charge corresponding to 5% of the value to be refunded. The same applies in the event that the client has paid for a concept that does not apply or that was not used, such as the liability waiver supplement or the additional driver, respectively.

Refunds must be made within a period of no more than 10 business days after the reservation has been cancelled. If any modification is made and there is a pending balance, it will not be refunded until the rental contract is settled within the same period mentioned above. If the client detects that he has not received the refund within this period, he must write quickly to the email comercial@transtur.cu.

If, when cancelling a reservation, you wish to request the same for a new date, the confirmation will be subject to the actual availability of vehicles for the requested date.

If you have booked a car, you must show up at the agreed date, time and sales office. In case of delays or other situations that prevent your appearance, you must inform us in advance so that your reservation is not cancelled. If no information is received from the owner within 5 hours after the agreed reservation, the reservation will be considered a "no show" and the corresponding charges will be applied.

The owner of a reservation is the owner of the contract, not allowing the change of ownership at the time of starting the service. If you are the owner of a reservation and do not meet any of the requirements to drive the vehicle, you will NOT be able to declare an additional driver to open the contract. 

The above does not apply to cases where the holder does not carry his/her driving license, it is expired, damaged or has any other impediment that limits him/her from driving the vehicle, in which case the holder of the reservation will have the possibility of opening the contract, provided that he/she shows his/her physical license in digital format, declaring an additional driver and making the corresponding payment for the same. The contract will specify that the holder of the contract cannot drive the vehicle.

All charges and fees for additional services and facilities not included in the reservation will be paid directly at the TRANSTUR Sales Office at the start of the service. All charges and fees are made by magnetic card.

The rental period is calculated in rental days. Rental days are established in 24-hour periods starting from the time of pick-up. If you wish to extend the rental, you must go to the nearest office to formalize the contract extension. If after the date and time stipulated for the delivery of the vehicle you have not shown up for the settlement or extension of the contract, you lose all the benefits of the release of liability in the event of any incident. 

Charges for additional days will be applied when the cars are held longer than the time agreed for delivery (an additional day will be considered when 5 hours have passed from the time agreed for return) and will be charged according to the current public rate. TRANSTUR will proceed to file a theft complaint with the official authorities 24 hours after the agreed time for the delivery of the car and reserves the right to declare Unwelcome any client who incurs in this violation, regardless of the payment of the charges that this implies.

If the car is detected to be driven by a person not registered in the rental contract, the rented car will be removed and the client will lose the amount of the days pending use and the release of liability. TRANSTUR has the right to declare the contract holder and/or the additional drivers, as well as the unregistered person, as Non-Grateful for the period of time it deems appropriate. 

For CUBACAR and HAVANAUTOS clients, if during the rental period the vehicle requires maintenance, the client must go to the nearest workshop to have it done, free of charge. In the case of REX clients, whenever the rental is for a period of more than one month, the client will be obliged to inform REX if his/her car falls within the maintenance period and will agree on which rental office he/she can change the car for this purpose. 

The client must return the car in the same condition as it was received. You must pay for any missing or damaged vehicle parts or accessories that were not indicated in the vehicle's condition report when you received the vehicle. You must not make any changes to the structure, shape or decoration of the interior or exterior of the vehicle. Only TRANSTUR is authorized to carry out any repair or maintenance of the vehicle or, in its place, a workshop or garage authorized by it.

TRANSTUR is not responsible for lost or forgotten objects inside the car, nor for theft of said objects due to the client's carelessness. TRANSTUR has taken all precautions to avoid damage to the car. TRANSTUR is not responsible for damage that may occur or appear as a result of carelessness on the part of the client or failure to comply with the contract, as well as for the consequences that arise, for which the client will be responsible.

You pay a liability waiver that protects you against fire, total or partial theft, collision or rollover, accidents and natural disasters, damage to other people's property and/or injuries or death caused to third parties, caused when driving the vehicle on public roads. It does not cover the loss or breakage of tires or audio equipment. As long as it is not ATTRIBUTABLE nor is it declared excluded from the policy by the Insurance, which does not prevent the Company from considering your inclusion as an Unwelcome Client. In all cases, you must immediately notify the competent authorities and present proof of having filed a report in the event of loss or theft at the time of settlement. In the case of accidents, you must provide a report to the police at the scene or to TRANSTUR inspectors, which will be the way to determine whether or not you are responsible for the damages caused. If the client is responsible, he or she will pay for the damages to TRANSTUR.

You will be covered from the date and time of the start of the rental until the date and time of its termination, as reflected in the contract. In the event of accidents up to 12 hours after the expiration of the contract, you will be covered with the corresponding legal procedure.

You will lose all rights to the provisions of the contract when you incur in negligent actions or violations of current laws; as well as for driving the vehicle while intoxicated or under the influence of psychotropic substances.

TRAFFIC FINES AND PENALTIES CHARGES

Fines for parking or traffic violations are the responsibility of the client. The client can pay traffic fines at any fine collection office in the country. If the fines have not been paid at the end of the contract, TRANSTUR will charge them in the rental contract as established in the rental conditions and Cuban laws. The client is obliged to provide proof of payment of the fine at the end of the contract. 

TRANSTUR applies additional charges to the client when he or she incurs any of the penalties included in the penalty supplement. These penalties include: delivery of a dirty vehicle, transporting animals, excess passengers or an unauthorized driver, deterioration or loss of seat covers, carpet covers and trunk mats, loss or deterioration of the contract and its attached documents or its key, towing another vehicle, as well as damages caused by accidents, breakage or loss of accessories if not covered by the liability waiver. In addition, the placement of stickers or accessories on the vehicle without authorization from the rental company and the change of any part or addition to the vehicle, the violation of the agreed time for the delivery of the vehicle and the violation of maintenance during the rental period are penalized.

Other causes for penalties include carrying out illegal activities or using the vehicle in races, competitions or similar contests, driving aggressively or irresponsibly, mistreating the vehicle, and supplying the vehicle with fuel other than that authorized or contaminated fuel.