Frequently Asked Questions

To allow our customers to customize their car rental, at Veico, we offer three rates (Light, Smart, and Classic). The difference between them lies in the required advance purchase time and their level of flexibility for changes and refunds. Beyond that, there are no other differences in the benefits you receive. All of them include:

– Unlimited Kilometers
– Taxes
– Standard Protection:

• Third-party damage insurance up to MXN$250,000.00
• Theft protection (with a deductible payment of 10%)
• Damage protection (with a deductible payment of 10%)
• Medical expenses for occupants of the rented vehicle

Your rate includes everything you need to drive the car; therefore, we will not condition the delivery of the car to acquire any additional product or protection. However, we offer a number of additional services and protections that are entirely optional and designed to make your trip more enjoyable. See Optional Coverages.

Please see our Terms of Use for more details and applicable conditions.

Any of these three fares offers you the same benefits (Unlimited Kilometers, Taxes, and our Standard Coverage).

The difference between them lies only in the pre-purchase time required, the different levels of flexibility to make changes or obtain a refund, and the percentage of discount that you obtain.

You get a greater discount on rates that offer reduced flexibility and require a longer lead time for booking and payment. Learn more about our Branded Fares.

The minimum age to rent from Veico is 25 years. See Terms of Use

Learn more about the requirements to rent a car.

The amount to hold depends on the rented car and ranges from MXN$12,000 to MXN$24,000. For more details, see our Credit card authorization hold policy.

A credit card is required for most rentals. Residents of the United States or Canada may use a debit card instead, provided that their driver’s license and other documents are also issued in the United States or Canada. For residents of other countries, including Mexico, renting a car with a debit card is not possible.

The contracted coverages or protections cease to apply when the loss, damage or theft of the vehicle results directly from negligent or improper use, or from use contrary to the obligations established in the contract.

By way of example and without limitation, the following are considered negligent use:

– Driving the vehicle on tracks, unpaved or dirt roads, rural trails, or roads in conditions that are not suitable for normal-use vehicles, such as roads with loose stones, steep slopes or uneven surfaces.
– Crossing rivers, streams or flooded areas, as well as driving the vehicle onto beaches, sand, dunes or similar surfaces, even where there is no restrictive signage.
– Using the vehicle beyond its design or capacity, including journeys that clearly require 4×4 vehicles.
– Continuing to drive the vehicle after detecting alerts, warning lights, overheating, smoke, burning smells or evident failures, without stopping and reporting it immediately.
– Tampering with, disconnecting or modifying safety systems, sensors, fuses, or electrical or mechanical components of the vehicle.
– Using the vehicle for recreational, sporting or adventure activities, even if they do not involve formal competition, when those activities exceed the normal use for which the vehicle was designed.
– Allowing the vehicle to be driven by persons not authorized in the contract, even if they hold a valid licence.
– Driving under the influence of alcohol or drugs.
– Taking part in competitions, speed or endurance tests.
– Overloading the vehicle or towing trailers without authorization.

In these cases the contracted coverages or protections will not apply, and the renter must be responsible for the full amount of the damages in accordance with the contract.

At Veico, we cannot guarantee a specific model. However, if you let us know your preferred model when you book, we will do our best to assign you the desired car.

At Veico, we fulfill 99% of the bookings with a vehicle in the category requested by the customer. In the unlikely event that a vehicle of the requested category is unavailable, you will be offered a vehicle of a higher category for the same price. If a vehicle of a higher category is not available either, you will be offered a vehicle of a lower category, and a refund will be issued for the price difference. This approach is the opposite of our competitor’s, where you would have to pay for an upgrade but would not get a refund for a downgrade.

To cancel a reservation, please contact our customer service number at (33) 4160 0888. Please note that some of our lowest rates are NON-REFUNDABLE. Learn about the cancellation conditions for our rates. Learn more about the general terms of our rates.

Yes. A drop-off fee covers the costs of returning the vehicle to the pick-up location. See Drop-Off fees.

No, the minimum rent is for a period of 24 hours.

If you wish to extend your rental, please notify us by phone as soon as possible. We will let you know if the car is available for an extension. If your rental can be extended, your credit card will be charged for the additional rental period. If we cannot extend your rental and the car is not returned as agreed, the corresponding penalties will be applied according to the rental agreement in addition to the applicable rental fees at the current rate.

Customer Service Hotline +52 (33) 3331.4667

To meet other customers’ reservations, we ask that you return your car at the time indicated in your contract. The maximum period of tolerance at no additional charge is 30 minutes, after this period you will be charged MXN$300 for sedans or MXN$600 for SUVs and Minivans for each hour of delay, considered from the original return time and up to a maximum of 3 hours. After this period, you will be charged one extra day.

Keep in mind that in addition to the charges indicated in the previous paragraph, penalties may be applied if the client returns the car at a later time/date than that indicated in the contract without the company’s prior authorization.

At Veico, we do not take more reservations than the number of cars we have available. When you rent a car with us, that unit is removed from our inventory and is not offered to another customer for the rental period. When a client returns a car to us before the established date, it is generally impossible for us to rent that vehicle to another customer with such short notice.

That is why, although you can return the car before the date established in the contract, we cannot reimburse you for the unused days. However, if you booked a SMART or CLASSIC rate, we offer you a credit valid for one year for the equivalent of the unused days. No credit will be issued for unused periods of less than 24 hours.

Call our customer service hotline to report the incident. Depending on the situation, we will send the needed assistance and/or a replacement vehicle.

Important: According to the contract’s clauses (rental agreement), the customer is not authorized to repair the car. The company will not reimburse for any unauthorized repairs, and penalties will be applied.

Customer Service Hotline +52 (33) 3331.4667

Emergencies 24/7 +52 (33) 1237.391 (No reservations or general inquiries will be handled at this number)

Your safety is our top priority at Veico. In the event of an emergency, please dial 911 for immediate assistance. Following this, it is essential to inform our company as soon as possible, within a maximum of two hours. Our telephone support center is here to assist you in contacting an insurance adjuster.

To ensure the validity of the vehicle insurance, it is crucial to follow the notification process outlined above and have a ‘claims report’ issued by the insurance company. Failure to notify our company or waiting for the adjuster’s arrival will result in the customer assuming 100% responsibility for damages to the rental car and any damage to third parties.

In addition to providing the accident report issued by the insurance company’s adjuster, you must fill out an accident report form for Veico Car Rental.  

Customer service number+52 (33) 3331.4667

Emergencies 24/7 +52 (33) 1237.391 (No reservations or general inquiries will be handled at this number)

Yes, Veico provides roadside assistance at no cost for vehicle mechanical failures only. If you wish to have a higher level of assistance, you can purchase our Premium Roadside Assistance (RSA) for support in case of tire punctures, obtaining a duplicate key, battery recharge, or refueling in case of fuel depletion.

See Optional Service Costs.

Please contact the office where you rented the car, at Veico we will do our best to retrieve your belongings. All shipments will be paid by the customer. See Veico Locations

Of course, we want you to enjoy the feeling of driving your own car, and your pet is more than welcome. Remember that should your pet cause any stains, dirt, or lingering odors, there will be applicable charges for deep cleaning, upholstery cleaning, and deodorization services.

See Cleaning Fees.