Terms and conditions of the service


1.1 Introduction

1.1.1 CUBACARTRAVEL, is the TRADEMARK of a company registered in FLORIDA, Tourism License 4448310.

1.1.2 Please read these conditions carefully. By selecting "I have read, understood and accept the booking conditions", you agree to abide by these conditions and confirm that you have the authority to accept these terms on behalf of all persons included in the group.

1.1.3 These terms and conditions contain the entire agreement between CUBACARTRAVEL and the client and replace any prior understanding or agreement (both oral and written) on the subject and cannot be corrected or modified unless expressly agreed in writing with CUBA CAR TRAVEL

1.1.4 Car rental companies are independent companies and not agents or employees of CUBACARTRAVEL

CUBACARTRAVEL is not responsible for the acts, errors, omissions, guarantees, infractions or negligence of any of these providers, as well as for personal or material damages, death or other damages and costs derived from the foregoing. CUBACARTRAVEL is not responsible and will not refund money in case of delay, cancellation, overbooking, strikes, force majeure or other causes beyond its direct control and will not be responsible for any additional expenses, omissions, delays, changes in the itinerary or other acts of the government or other authority.

1.2 Formation of the contract

1.2.1 When making a reservation with CUBACARTRAVEL, you are subject to these reservation conditions. A binding contract will be concluded between CLIENT and CUBACARTRAVEL

When we send you the payment confirmation and receipt, whether or not you receive it.

1.2.2 CUBACARTRAVEL does not accept reservations made by people under 18 years of age.

1.2.3 We act as an intermediary agency for external providers, this means that the product contract is between CLIENT and PROVIDER. However, we do NOT assume responsibility for THE CLIENT in case he has been negligent or has misrepresented important information or has violated other relevant laws.

1.2.4 CUBACARTRAVEL offers online reservation services based on a response time of 2 business days from when the services have been requested and have the status of "pending". Within this period, we will do everything in our power to confirm the requested services and, if they are not available, we will propose a similar alternative option available. CUBACARTRAVEL will not have the obligation to provide you with a service at the price offered until your reservation is confirmed and we have not received your payment.

1.2.5 When you receive the confirmation notice and the VOUCHER, it is your responsibility to verify that all the information contained in them is correct. You must print the VOUCHER and present it to the representatives of each requested service. In any case, if you have any problems, please contact us as soon as possible.

1.3 Prices and payment.

1.3.1 Once you have paid for your reservation, received the confirmation and the VOUCHER of your services, the price of your reservation will not change. However, we reserve the right to change our prices at any time.

1.3.2 Payment must be made in the manner specified on the Website and in confirmation emails. Unless otherwise specified.

1.3.3 In the event that the payment transaction is processed by our associated online payment processor and by our bank, through its payment platform, which complies with the security standards for Visa and MasterCard. The payment platform uses SSL (Secure Sockets Layer) and therefore confidentiality is ensured in all communications established during the transaction. This technically secure environment ensures that your credit card information cannot be intercepted and is not disclosed to anyone other than the financial institutions required to complete the payment process.

1.4 Cancellations and changes made by CUBACARTRAVEL

1.4.1 Whilst it is not our intention to make any changes to your booking, arrangements with our suppliers are sometimes made well in advance and therefore we cannot be in control of changes made by third parties.

1.4.2 In case of minor changes, we will do our best to notify you, however, we will not be obliged to do so or to compensate you.

1.4.3 In case of major changes, such as changing the category of the car with lower categories, we will do our best to notify you before your arrival. In these cases you have the possibility of:

  1.  Accept the alternative that we can offer you
  2.  Change the reservation by paying extra or receiving a refund for the difference
  3.  Cancel the reservation and receive a full refund

Cancellations and changes made by the client *

* IMPORTANT: For all reservations made from 01/01/2021 to 12/31/2022, the full reservation refund guarantee is valid for cancellations up to 48 hours before the scheduled pick-up date and the possibility of changing the dates and the name of the reservation free of charge and without penalty up to 48 hours before the scheduled pick-up date

** As of 01/01/2023 (unless further notice is given) the normal cancellation conditions listed below will be back in effect.

1.5.1 If you cancel a reservation within 30 days of the scheduled pickup date, we will refund the full amount of the reservation less a 10% charge of the total payment.

1.5.2 If you cancel a reservation between 29 and 21 days before the scheduled collection date, we will refund the full amount of the reservation less a charge of 30% of the total payment.

1.5.3 If you cancel a reservation 20 to 10 days before the scheduled collection date, we will refund the full amount of the reservation less a charge of 50% of the total payment.

1.5.4 If you cancel a reservation 9 to 5 days before the scheduled collection date, we will refund the full amount of the reservation less a charge of 75% of the total payment.

1.5.5 If you cancel a reservation 5 to 0 days before the scheduled pick-up date, we will refund the full amount of the reservation less a charge of 100% of the total payment

1.5.6 Requests for cancellation or modification once the reservation has been paid must be made in writing by email.

1.5.7 If the client does not show up on the day of the start of the reservation (NO SHOW), this reservation will be considered automatically canceled and we will not accept any refund request.

IMPORTANT NOTICE: The time zone that will be used in cancellations will be the one existing in the place where the services are provided: GMT -5.

1.5.8. After starting the service. If, after starting the service, you decide not to use part of the contracted rental days, we will not accept any refund request.

1.5.9 CUBACARTRAVEL will not refund money to any credit card other than the one used by you in the reservation process. If the refund process is done by bank transfer, we will deduct any additional bank charges from the total amount to be refunded.

1.6 Responsability

1.6.1 Nothing in these conditions in any way excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for any matter where it would be illegal or unlawful for us to exclude, limit or attempt to exclude or limit our liability. It also does not affect your statutory rights as a consumer.

1.6.2 Our liability, based in contract, tort (including negligence) or in connection with this contract for any event or series of events, shall be limited to 100% of the amount paid for the reservation.

1.6.3 In no case do you have the right to make a claim after 30 days have elapsed since the completion of your reservation.

1.6.4 Under no circumstances (including negligence) will we be liable for:

  • Special, indirect and consequential damages.
  • Any matter beyond our control, including without limitation: interruptions in basic services such as running water, electricity, gas, oil, etc., actions or omissions of the Cuban authorities or the loss or breach of security related to your information by our Internet Payment Service Provider.

1.6.5 CUBACARTRAVEL is not responsible for the actions or omissions of the owners, operators and providers of our services

1.7 Complaints and emergencies

1.7.1 All complaints must first be reported to the rental office representatives PREFERABLY BEFORE THE END OF THE BOOKING PERIOD.

CUBACARTRAVEL will not be responsible for any loss or damage caused by the acts, omissions or negligence of any service provider. You must contact CUBACARTRAVEL and we will try to help you solve any problem that may arise during your rental.

1.7.2 CUBACARTRAVEL will not accept any refund request if the client has not contacted our representatives in Cuba at the time of the incident.

1.7.3 We will not be responsible for any associated communication costs you may incur due to these causes.


1.8 What is included in the reservation?

  • Car rental as confirmed in the reservation, with unlimited mileage

1.8.2 What is not included in the reservation EXCEPT IT IS CLARIFIED IN THE VOUCHER AND CONTRACT?

  • Airport fees or any fee requested by the airport authorities.
  • Transportation between the airport and the rental office.
  • Additional costs for the collection or delivery of the car at international airports.
  • Expenses for additional driver
  • No fuel costs
  • No deposits or insurance
  • Expenses for the delivery of the car in another province
  • Tickets and parking tickets
  • In general, anything not specified on your confirmation is not included.

1.8.3 Payments to be made directly at the rental office In addition to the price to be paid to CUBACARTRAVEL, the following payments must be made directly at the rental office. Payments are made in USD and are required with Visa, MasterCard or freely convertible currency cards issued in Cuba, cards issued in the United States are accepted and payments can NOT be made in cash.

  • Obligatory insurance
  • Security deposit (this deposit is returned in full upon return of the car IF IT IS IN THE SAME CONDITIONS AT DELIVERY AND RETURN)
  • Advance payment of a full tank of fuel (the vehicle must be returned with an empty tank as the rental company will not refund money for excess fuel) – Cubacar / Havanautos and Rex
  • Surcharge of USD 20 for confirmed reservations at international airports and USD 25 for those that end at these airports. Reservations that begin and end at international airports pay only the USD 20 surcharge from the beginning (Cubacar / Havanautos) / USD 10 surcharge for reservations that begin at other offices and end at international airports (Rent a Car Vía)
  • If you want an additional driver: USD 3 per day per driver (Cubacar / Havanautos) / USD 10 per driver (Rex) / USD 30 per driver (Rent a Car Vía)
  • If you want an additional driver: USD 3 per day per driver (Cubacar / Havanautos) / USD 10 per driver (Rex) / USD 30 per driver (Rent a Car Vía)

1.8.4 CUBACARTRAVEL is not responsible for changes in the information that appears in the section.

1.8.5. The amounts are indicative and you should contact the car rental company directly to receive an updated price list.

1.8.6 When picking up the car it is mandatory to present:

  • The confirmation VOUCHER delivered by CUBACARTRAVEL.
  • Passport or identity document.
  • Valid driving license for all drivers (driving license must be valid for the entire rental period and more than one year old)
  • Payment card for insurance, deposit and surcharges

In case of not presenting the above documents, the reservation will be considered a "no show" and therefore we will not accept any request for a refund.

1.9 Cart State

1.9.1 CUBACARTRAVEL acts as an intermediary between the client and the car rental company and, therefore, we have no influence on the condition of the cars. Unfortunately, cars in Cuba do not always meet the quality standards found in other countries.

1.9.2 If the client signs the contract with the rental company and accepts the car at the time of collection, they will automatically accept that the car is fit to drive and, therefore, we will not accept refund requests related to the state of the car itself. vehicle. . CUBACARTRAVEL will try its best to help the client to change cars as long as they contact us before signing the contract.

1.9.3 In case of technical problems or accidents during the rental period, CUBACARTRAVEL is not responsible for offering roadside assistance or car repair. The client will receive in the Contract a service number of the Car Rental Company and agrees to use that number and the services offered to repair or replace the car.

2.0 General Information:

2.0.1 Description. You must accept any reasonable differences that may exist between the photographs and text used and the vehicles currently in use. Photos are intended to illustrate automobiles only and actual products may have colors, year of manufacture, etc. Various.

 We will do our best to ensure that the description of the vehicle is correct, but we will not be responsible for any errors or differences that may exist.

2.0.2 Classification: The classification of the vehicle is determined by the rental company and does not necessarily coincide with any other classification system. Occasionally, when there are no cars available in the specified category, the rental company will provide a higher category. It is important to bear in mind that the categorization is decided by the rental company and CUBACARTRAVEL has no decision-making power over it.

Automatic transmission categories are generally considered superior to their manual transmission peers. In extreme cases, when the car rental company is forced to deliver a car of a lower category, the difference between the two categories will be refunded if the client accepts the change or the total amount if he wishes to cancel his reservation.

2.0.3 Pickup Location. On some occasions, the provider may change the car pick-up location from one office to another other than the one specified in the reservation. In the cases in which this occurs, CUBACARTRAVEL will provide the information to the client about the transfer to the new collection office. CUBACARTRAVEL will in no case compensate for inconvenience, loss of time, etc. What could cause this situation?

2.0.4 Delivery terms. CUBACARTRAVEL acts as an intermediary between the CLIENT and the rental company and, therefore, is not responsible for delays related to the collection and / or delivery of the car. In the event that the client wishes to file a claim with the automobile manufacturer, CUBACARTRAVEL will provide the Contacts for the shipment if necessary.

2.0.5 Payments in Cuba. As part of the measures to combat the spread of Covid-19, payments made directly to rental offices in Cuba are only accepted with Visa, MasterCard or freely convertible cards issued in Cuba. If they accept cards issued in the USA, it is NOT possible to make payments in cash.