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Is the price I see on the website the same price I will pay when I pick up the car?
Yes. The price shown on our website is the rental rate for the dates and vehicle category you select.
What is the security deposit?
A security deposit is required on the day of the rental and is placed on a credit card as a temporary hold, not a charge. The hold is released when you return the vehicle in the same condition in which it was provided.
If you do not have a credit card, the security deposit can be paid in cash, and the cash deposit will be returned to you when you return the vehicle in the same condition. The bank normally releases the hold within 3 to 5 business days. However, some banks may take longer to release the funds, depending on their policies and processing times. We recommend contacting your bank if the hold has not been released after this period.
How much is the security deposit?
The security deposit depends on the vehicle category and ranges from $5,000 MXN to $10,000 MXN.
Why can't I see a refund for the security deposit on my bank statement?
The security deposit is a hold, not a charge, so you will not see a refund. Depending on your bank, the amount may appear as “Pending” or as an authorization hold. Once the vehicle is returned, your bank releases the hold. If you have any questions regarding the release, please contact your bank.
Is insurance included in the price shown on the website?
Yes. Our standard rate includes:
- 24-hour rental period (vehicle must be returned by the same time the rental started).
- Collision Damage Waiver (CDW) with a 10% deductible based on the vehicle’s commercial value.
- Third-party liability coverage (PLI).
- Personal Accident Insurance (PAI) with medical coverage up to $200,000.00 MXN.
- Theft Protection (TP) with a 10% deductible based on the vehicle’s commercial value.
- Glass coverage.
- Legal assistance.
- One additional driver at no extra cost.
- Unlimited mileage.
- Federal, state, and local taxes.
- Transportation from the airport to the office and from the office to the airport.
What does a 24-hour rental period mean?
For example, if you pick up the vehicle at 9:00 AM, your rental period ends at 9:00 AM on the return date. In case of an emergency, we can allow up to 1.5 additional hours at no extra charge, but this must be coordinated with our staff at the time of the rental.
Can I purchase additional coverage to eliminate the insurance deductible?
Yes. You can purchase our 0% deductible insurance, which has an additional daily charge depending on the vehicle category. This option can be added in the “Extras” section when making your reservation online.
Can I use my American Express or Discover card for payment?
Yes. We accept Visa, Mastercard, American Express, and Discover.
Is prepayment required to hold and guarantee my reservation?
No. Prepayment is optional. If you would like to prepay, you can pay 10% of the total rental amount through PayPal. You can select the PayPal option when making your reservation online, or we can send you a PayPal payment link.
Can I leave the security deposit on my debit card?
Yes, we can accept a debit card for the security deposit. However, we recommend using a credit card because some banks may process the amount as a charge rather than a temporary hold, and the release may take longer. If you do not mind the possibility of a longer release time, we can process the deposit using a debit card.
What is the minimum age to rent a car?
The minimum age is 21 years old.
How many additional drivers can I add?
You can add one additional driver at no extra charge.
What does the insurance not cover?
Our insurance does not cover:
- Loss or damage to the vehicle keys.
- Loss of license plates.
- Fines or penalties.
- Vehicle registration-related fines.
- Towing services resulting from fines or traffic violations.
Is gas included?
No. Fuel is not included in the rental price. You must return the vehicle with the same fuel level it had when you picked it up.
Do you provide transportation from Cancun Airport to your office?
Yes. We provide complimentary transportation from Cancun Airport to our office for pick-up, as well as transportation back to the airport when you return the vehicle.
How does the airport pick-up work?
On the day of your rental, one of our representatives will contact you after you land to coordinate your transportation to our office.
Airport pick-ups are normally made at the Friends & Family Meeting Point. Don't worry if you are not familiar with the airport. Your confirmation and instructions email includes step-by-step directions on how to get there and how to avoid unauthorized vendors inside the airport.
We will also contact you by WhatsApp, text message, or phone call to coordinate your pick-up.
Do I have to call or text you when I arrive?
If you have landed and have not received a message from us within 20 minutes, please contact us so we can coordinate your transportation.
How far is the rental agency from Cancun Airport?
Our office is approximately 7–10 minutes from Cancun Airport.
Can I extend my rental agreement?
Yes. Please let us know at least 24 hours before your scheduled return date. If you would like to extend your rental, you can come to our office to pay for the additional days. If you are outside Cancun, please contact us and we will help you with the process.
I will arrive later in the evening. Are you still open after 6 PM?
If you already have a confirmed reservation, yes, we will wait for you. Please make sure we know your estimated arrival time so we can coordinate your pick-up and vehicle delivery.
Are there any other deposits or costs not shown in the online checkout?
No. The price shown on our website includes the applicable taxes, standard insurance coverage required for driving in Mexico, and unlimited mileage.
At the time of pick-up, you only need to pay the rental amount and leave the security deposit.
The vehicle must be returned in the same general condition in which it was provided. Excessive sand, trash, wet seats, or smoking inside the vehicle may result in a $50 USD cleaning fee.
I will return the car early in the morning. Is that possible?
Yes. We will coordinate and schedule your vehicle drop-off when you pick up the car.
How much does the 0% deductible insurance cost?
Depending on the vehicle category, the 0% deductible insurance costs between $17 USD and $30 USD per day.
Is the 10% prepayment required to finalize my reservation?
No. The 10% prepayment is optional for reservations with pick-up during our regular business hours, from 9:00 AM to 6:00 PM.
However, if your scheduled pick-up is outside our regular business hours, we require a 10% prepayment through PayPal to secure and guarantee your reservation, as a member of our team will be waiting for you outside our regular operating hours.
Is the 10% prepayment refundable? What is your cancellation policy?
Yes. If you cancel your reservation at least 24 hours before your scheduled pick-up date, the 10% prepayment will be fully refunded through PayPal.
If something happens, such as a scratch on the car, do I have to pay for the damage?
If you have not purchased the 0% deductible insurance, the standard coverage has a 10% deductible based on the commercial value of the vehicle.
For example, if a covered repair costs less than the applicable deductible, you would be responsible for the actual repair cost. If the damage exceeds the deductible, your responsibility would generally be limited to the applicable deductible, subject to the terms and conditions of the insurance coverage.
How much is the insurance deductible if I don't purchase the 0% deductible insurance?
The standard deductible is 10% of the vehicle's commercial value. The applicable amount depends on the vehicle category and the terms of the insurance coverage.
I want to rent a car, but I don't have a PayPal account. Can I still make a reservation?
Yes. PayPal prepayment is optional. You can close the PayPal payment window and continue with your reservation. You will receive your reservation information within the next 24 hours.
Do I need an international driver's license to rent a car?
No. You only need a valid, non-expired driver's license.
Tulum tips
- Avoid parking on the main avenue in Tulum. Be especially careful because many people use bicycles, and traffic can become heavy.
- Always make sure the vehicle doors are locked. In some vehicles, the doors must be locked manually.
- Never leave luggage, electronics, or other valuables visible inside the vehicle. Keep your belongings safely stored in the trunk.
- Some roads may be uneven or bumpy, so please drive carefully and help us take care of the vehicle and its tires.
- Please remember that the insurance does not cover the loss or damage of vehicle keys, loss of license plates, fines, or towing services resulting from fines or traffic violations.
Isla Mujeres & Holbox tips
When traveling to Isla Mujeres or Holbox, avoid parking on the main avenue. We recommend using a secure public parking lot near the ferry terminal. Although there is an additional cost, it is a safer option for the vehicle and your belongings.
