Terms and conditions

Terms and conditions new version 04/03/2025

  VERY IMPORTANT DISCLAIMERS 

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

 

In order for a client to make a reservation through the www.rentcarcuba.com website, he/she must first register with his/her personal data. The company offers a new opportunity to make reservations for family and friends both abroad and within the national territory, but in case of detecting that the page is used by customers for commercial purposes outside the company's policy, the company reserves the right to cancel the confirmed reservations and apply a 25% discount as a penalty.

Clients with residence 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 comply with 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's rental according to the reserved category.

  

  In cases where the client reserves a car in advance, the reservation holder is the only person entitled to be the holder of the rental contract, not being able to include any additional driver to replace the holder, always taking into account that a client can only have one active rental in the same period of time either as holder or additional driver. 

 REQUIREMENTS FOR THE RESERVATION AND DRIVING OF THE CAR.

THE OWNER MUST: 

Ø Be at least 21 years of age; except for the sport category of the commercial brand REX which requires a minimum of 25 years of age.

Ø Be at least 80 years of age.

Ø Possess a valid driver's license or permit according to the car reserved. Each client (regular or additional driver) must have a valid physical driver's license or permit according to the category of the car he/she has reserved as follows:

- With at least three (3) years of issued for cars of category I Sport of the commercial brand REX.

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

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

 

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

If the client does not have the required time of experience according to the category, the car will not be delivered to the client and the reservation will be cancelled applying the corresponding charges, without this constituting a claim.

When for any reason the reservation holder does not have a driver's license, it is expired, deteriorated or has any other impediment that limits him/her to drive the vehicle, the reservation will not be modified in the system. The reservation holder will have the possibility to open the contract, as long as he/she shows in digital format his/her physical driver's license. 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 reservation holder cannot drive and the reason. 

Ø For rentals with driver it is not necessary to present a driver's license.

Ø To present an updated passport or identity card.

Ø Not to be included in the list of Unwelcome customers

Ø The payment of liability relief differs for clients in the age ranges of 21 to 24 and 76 to 80 years old, from clients between 25 and 75 years old.  

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 an 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 confirmation number of the car reservation.

 In case a modification of the reservation holder is necessary, the customer must send an email to cubacar@transtur.cu from the email address used to register the reservation in the store, sending the reference of the reservation and the data of the person he/she wishes to use as holder.

In case of being necessary the cancellation of the service, the client holder of the reservation must write a mail to the address: cubacar@transtur.cu, from the mail with which he is registered in the store, sending the reference of the reservation and the reason for which he requests to cancel the reservation, in this case always the corresponding policy of return will be applied.

 TRANSTUR reserves the right of admission. We may deny you the rental of the car if you do not comply with 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 NON GRATA persona or engage in any disrespectful, abusive or threatening behavior towards our staff.

SECURITY MEASURES YOU MUST COMPLY WITH TO ENSURE THE SAFETY AND SECURITY OF THE RENTED VEHICLE.

Do not get out of the vehicle with the engine running; in any circumstance that implies getting out of the vehicle, stop the engine, remove the ignition key and lock 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; the vehicle should be parked in illuminated and safe parking lots, never leave the vehicle on public roads. In case of being detected by TRANSTUR personnel parking the vehicle without protection on the public road you will be contacted by TRANSTUR officials in order to persuade you to remove the vehicle to a place with proper protection and custody; in case you refuse or are not 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 for abandonment of the vehicle.

If as a consequence of letting the vehicle stay overnight on the public road it suffers damage to its integrity, vandalism, total or partial theft, in addition to paying the penalty corresponding to abandonment of the vehicle, it shall compensate TRANSTUR for the damage caused to the vehicle, which does not prevent the company from assessing its inclusion as a Non-Grata Client.

Not to drive in flooded areas; the foregoing endangers your safety, that of the passengers accompanying you and the physical integrity of the vehicle.

Do not park the vehicle in areas prone to flooding.

CAR RENTAL CONTRACT

By signing the rental contract you and the additional drivers accept the standard general conditions of the TRANSTUR Rental Contract in force at the time. Agree to the car condition report, which includes vehicle in good working order, together with the accessories described therein and agree to return it in the same condition as you received it. They acknowledge their agreement with all charges applied and you agree to pay all debts for the service rendered.

CHARGES INCLUDED IN THE CONTRACT

When renting a car, you are obliged to pay for the rental, the liability waiver, the fuel service, the airport office supplement and the drop off, if applicable. The total price of the car rental is calculated according to the duration in days of the service, the category of the car and the current rate.

The Liability Relief is calculated according to the duration in days of the service, the category of the car and the current rate. There are 2 basic rates for the liability relief; 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 is valid for a maximum 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 effect at the time of opening the contract. No contract extension is allowed if the total number of days since the original contract was opened exceeds 30 calendar days. Transtur reserves the right to approve customer requests for extensions depending on actual car availability.

For linear rental contracts the term is 30, 60 or 90 NATURAL days, in correspondence with 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 accredit its relationship with TRANSTUR, it is used for the liquidation of the car in any office of the country; as well as another operation that is carried out during the rent. 

At the end of the contractual relationship with TRANSTUR the client keeps a copy of the contract, where the data of the executed service and the conformity of the same with the executed service are reflected. 

 In the cases 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 also receives a copy of the contract for each of these operations. 

If the client books through our online store www.rentcarcuba.com he can mark that he is in the age range 21 to 25 or 76 to 80 years old and he will be charged the basic liability waiver plus the liability waiver supplement on the booking.

If you are between 21 and 24 or 76 and 80 years old and do not declare it on the page, you will only be charged the basic liability waiver at the time of booking and then you will have to pay the liability waiver supplement at the time of opening the contract. The liability waiver and the liability waiver supplement vary depending on the category of the vehicle.

The coverage of Relief of Responsibility offered by TRANSTUR exempts the holder of the contract of the economic responsibility in case of damages caused to the vehicle or accidents, as well as the affectations to the property or the physical integrity of third persons, as long as he is not responsible, or is not declared exclusion of policy by the Insurance, which does not prevent that the company can value its inclusion as a Non-Grate 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 case of non-compliance with the provisions of the Rental Agreement. Relief of liability covers additional drivers who are registered in the contract at the time of the occurrence of a loss, but the above applies.

Up to 2 additional drivers are optionally allowed. Both are charged at the moment you decide to incorporate them to the contract, according to the number of days from their incorporation until the settlement of the contract.

An additional charge is applied in the first rental of vehicles newly incorporated to the fleet, only at the beginning of the rental.

The car is delivered with a full tank of fuel, which is paid at the time of reservation, according to the category of the vehicle. Fuel is not sold during the course of the rental, it is purchased in the network of service centers in the country. Fuel is not returned at the end of the rental. In the event that, due to fuel shortage problems in the territory, the contract is opened with less than the tank capacity according to the category, the difference will be reimbursed according to the procedure established for this purpose. 

If you drop off the car at a different office from the one where you picked up the car, you will have to pay an additional drop off charge, provided that the drop off office does not belong to the same agency or branch of the pick up office. If at the time of settlement the car is delivered in an Agency or Branch different from the agreed one, the drop-off of that destination plus a 50% penalty will be charged.

PRICE AND PAYMENT

The rental price of the car is calculated according to 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 beginning of the service. The additional payments generated at the moment of receiving the car will be made according to the public tariff in force at the moment of the operation.

TRANSTUR establishes minimum and maximum prices per vehicle category, which will be applied according to the defined seasons. The price of the service is always calculated based on the rate in effect at the beginning 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 located in the footer of our home page you will find all our rates and prices.

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

Sales through online or on-site channels are made by credit or debit card with international character and authorized to operate in the country. Domestic customers may pay with a local magnetic card supported 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 making payments with international magnetic cards, regardless of the currency selected on our website, all services will be charged in EUROS, using the current exchange rate in Cuba for the Tourism Sector. 

 RETURN POLICY.

 TRANSTUR Company makes refunds to the client when a reservation is modified or cancelled. If a reservation is changed and the charges for the reserved service are higher than the value already paid, the difference will be calculated according to TRANSTUR's rates, in force at that moment, and the additional amount must be paid at the moment 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 reservation system of TRANSTUR S.A.

If the client requests to cancel his reservation more than 72 hours before the beginning of the service, a charge of 10% of the total amount of the reservation will be applied. 

If the client cancels his reservation with less than 72 hours of anticipation to the beginning of the service or does not appear in the first 24 hours from the date and hour agreed in the reservation, a charge equivalent to the amount of one day's rent is applied, according to the tariff applied at the moment 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 demonstrated that the page was used by some client for commercial purposes and the policies of the company were violated, a 25% discount of the total amount will be applied.  

When a reservation is modified by decision of TRANSTUR S.A. or by causes of 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 refund of the unused amount is made, applying a charge corresponding to 5% of the value to be returned. 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, for example, the liability relief supplement or the additional driver, respectively.

Refunds must be made no later than 10 working days after the reservation has been cancelled. In the event that any modification is made and any outstanding balance is not refunded until the rental contract is settled within the same period mentioned above. In case the client detects that he/she has not received the refund within this term, he/she should write promptly to comercial@transtur.cu.

If when canceling a reservation you wish to request the same for a new date, the confirmation will be conditioned to the real availability of vehicles for the requested date.

STARTING, EXECUTION AND LIQUIDATION OF THE RENTAL

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

The holder of a reservation is the holder of the contract, not allowing the change of ownership at the time of starting the service. If you are the holder of a reservation and you do not meet any of the requirements to drive the vehicle, you may NOT declare an additional driver for the opening of the contract. 

Exceptions to the above are those cases in which the holder does not carry his driver's license, is expired, deteriorated or has any other impediment that limits him to drive the vehicle in which case the holder of the reservation will have the possibility to open the contract, as long as he shows in digital format his physical license, declaring an additional driver and making the corresponding payment for the same, in the contract it will be specified that the holder of the contract cannot drive the vehicle.

All fees and charges derived from additional services and facilities not included in the reservation will be paid directly at the TRANSTUR Sales Office at the moment of the beginning of the service. All charges and collections are made by means of magnetic card.

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

Charges for additional days will be applied when the cars are retained longer than the agreed time for delivery (an additional day will be considered when 5 hours have elapsed from the agreed time for return) and will be charged according to the current public rate. TRANSTUR will proceed to report theft to the official authorities 24 hours after the agreed time for the delivery of the car and reserves the right to declare the client as Unwelcome if he/she incurs in this violation, regardless of the payment of the charges that this implies.

In case of detecting the driving of the car by a person not registered in the rental contract, the rented car will be withdrawn and the client will lose the amount of the pending days to be used and the release of responsibility. TRANSTUR has the right to declare the holder of the contract and/or the additional drivers, as well as the non-registered person; as Unwelcome for the period of time it considers pertinent.

For CUBACAR and HAVANAUTOS customers, if vehicle maintenance is required during the rental period, the customer must visit the nearest repair shop free of charge.For REX customers, if the rental is for a period longer than one month, the customer is required to inform REX if their car is due for maintenance and will arrange at which rental location the car exchange can be made. The customer must return the car in the same condition as when received.They must pay for any missing or damaged vehicle accessories or parts not noted in the vehicle condition report upon receipt.No changes must be made to the structure, shape, or decoration of the interior or exterior of the car.Only TRANSTUR is authorized to perform any repair or maintenance of the car, or alternatively, an authorized repair shop or garage. 

DAMAGE, LOSS, OR THEFT

TRANSTUR is not responsible for lost or forgotten items inside the vehicle, nor for theft of such items due to the customer's negligence.TRANSTUR has taken every precaution to prevent damage to the vehicle.TRANSTUR is not responsible for any damage that may occur or appear due to the customer's negligence or failure to comply with the contract, nor for any resulting consequences, for which the customer will be held responsible. You pay a liability waiver that protects you against fire, total or partial theft, collision or rollover, accidents and natural disasters, damage to property, and/or injury or death to third parties caused by driving the vehicle on public roads.It does not cover the loss or breakage of tires or audio equipment.This does not apply to the loss or breakage of tires or audio equipment, provided that the loss or damage is not attributable to the customer and that the insurance company does not declare it an exclusion from the policy. This does not prevent the company from considering you as an Unwelcome Customer.

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 payment.In the case of accidents, a report must be filed with the police at the scene or with TRANSTUR inspectors, which will determine your liability for the damages caused.If you are responsible, the client will pay TRANSTUR for the damages. You will be covered from the start date and time of the rental until the end date and time, as specified in the contract.In the event of accidents up to 12 hours after the expiration of the contract, you will be covered through the corresponding legal process. You will lose all rights stipulated in the contract if you engage in negligent acts or violate current laws, as well as if you drive the vehicle while intoxicated or under the influence of psychotropic substances.

PENALTY FEES AND TRAFFIC FINES

 Fines for parking or traffic violations are the customer's responsibility.The customer can pay traffic fines at any collection office in the country.If the fines are not paid by the end of the contract, TRANSTUR will charge them to the rental contract as established in the rental conditions and Cuban law.The customer is required to provide proof of payment of the fine at the end of the contract. TRANSTUR applies additional charges to the customer when they incur any of the penalties listed in the penalty supplement.These penalties include: returning the vehicle in a dirty condition, transporting animals, excessive passengers, or an unauthorized driver, damage or loss of seat covers, carpets, and trunk mats, loss or loss of the contract and its accompanying documents or key, towing another vehicle, as well as damage caused by accidents, breakage, or loss of accessories if not covered by the liability waiver.Additionally, the following are penalized: placing stickers or accessories on the vehicle without the rental company's authorization, changing any part or addition to the vehicle, breaking the agreed-upon time for vehicle return, and failing to maintain the vehicle during the rental period. Other causes for penalties include engaging in illegal activities or using the vehicle in races, competitions, or similar contests, driving aggressively or irresponsibly, causing misuse of the vehicle, and refueling the vehicle with fuel other than the authorized fuel or contaminated fuel.