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Frequently Asked Questions

WHAT COVERAGES ARE INCLUDED IN THE RATE?

To provide our customers with the opportunity 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
  • Roadside Assistance (for mechanical failures)

Veico guarantees that the price you see on our website is what you will pay, with no hidden charges or unpleasant surprises.

To learn more details and applicable conditions, please read about our Branded Fares and our Terms of Use.

WHAT IS NOT INCLUDED IN THE RATE?

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 have a number of additional services and protections that are entirely optional and are designed to make your trip more enjoyable. See Optional Coverages.

To learn more details and applicable conditions, please see our Terms of Use.

WHAT IS THE DIFFERENCE BETWEEN THE “CLASSIC” “SMART” AND “LIGHT” FARES?

Any of these three fares offer 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.

WHAT IS THE MINIMUM AGE TO RENT A CAR?

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

WHAT ARE THE REQUIREMENTS TO RENT A CAR?

Learn more about the requirements to rent a car.

HOW MUCH WILL BE HELD AS A DEPOSIT ON MY CREDIT CARD?

The amount to hold depends on the rented car and ranges from USD$500 to USD$1000, for more details see our
Credit card authorization hold policy.

CAN I RENT A CAR WITHOUT A CREDIT CARD?

A credit card is required for most rentals rentals. You can use a debit card instead only if you are a resident of the United States or Canada, in that case, your diver’s license and ID must also be issued in the same country. For residents of other countries including Mexico, renting a car with a debit card is subject to prior authorization. See renting a car with a debit card for more information. (Page available only in Spanish)

CAN I BOOK A SPECIFIC CAR MODEL?

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

WHAT HAPPENS IF A CAR OF THE REQUESTED CATEGORY IS NOT AVAILABLE AT PICK-UP TIME?

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

HOW CAN I CANCEL A RESERVATION?

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

CAN I DROP THE VEHICLE AT A DIFFERENT LOCATION TO THE PICKUP LOCATION?

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

CAN I RENT A CAR JUST FOR A FEW HOURS?

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

CAN I EXTEND THE DURATION OF THE RENTAL ONCE I HAVE PICKED UP THE CAR?

In case you wish to extend your rental, we ask you to notify us by phone as soon as possible. We will let you know if the car is available for an extension. In the event that 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

IS THERE A GRACE PERIOD FOR VEHICLE RETURN?

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 in the event that the client returns the car at a later time/date than that indicated in the contract without the prior authorization of the company.

CAN I RETURN THE VEHICLE BEFORE THE DATE ESTABLISHED IN THE CONTRACT?

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 not possible 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.

WHAT TO DO IF THE CAR BREAKS DOWN?

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

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

WHAT TO DO IF I HAVE AN ACCIDENT?

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 reaching out to 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)

DOES VEICO OFFER ROADSIDE ASSISTANCE?

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.

WHAT CAN I DO IF I FORGOT SOMETHING IN THE CAR?

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

CAN I BRING MY DOG IN THE RENTAL CAR?

Of course, we want you to enjoy the feeling of driving your own car, and your pet is more than welcome. Just kindly keep in mind 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.