Terms and conditions

  1. General booking conditions

    1. Introduction

      1. We are Your Cuba, the brand name of a limited company registered inVitoria-Gasteiz,Alava (Spain) with registration number (NIF) B16987281. From now on, the term "we" will refer to Your Cuba while "you" will refer to the customer, understood as all the persons indicated in the booking, including those added or replaced on subsequent dates.

      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.

      3. These terms and conditions contain in their entirety the agreement between Your Cuba and the customer and replace any previous understanding or agreement (both oral and written) on the subject and cannot be corrected or modified unless expressly agreed in writing with Your Cuba.

      4. These terms and conditions contain certain exclusions and limitations of liability. If any part of the conditions proves invalid or unenforceable, the rest of the conditions will remain valid. The invalid or unenforceable condition will be replaced by a valid and applicable alternative expression that has the same meaning.

      5. The car rental companies are independent companies and not agents or employees of Your Cuba. Your Cuba is not responsible for the acts, errors, omissions, warranties, infractions or negligence of any of these suppliers, as well as for personal or property damage, death or other damages and costs arising from the above. Your Cuba is not responsible and will not return money in case of delay, cancellation, overbooking, strikes, force majeure or other causes beyond its direct control and will not be liable for any additional expenses, omissions, delays, changes to the itinerary or other acts of the government or other authority.

    2. Formation of the contract

      1. When making a booking with Your Cuba, you are bound by these booking conditions. A binding contract will take place between you and us when we send you the payment confirmation and voucher regardless of whether you receive it or not.

      2. Your Cuba does not accept bookings made by persons under the age of 18.

      3. We act as an intermediary agency for third party suppliers, this means that the product contract is between you and the supplier. However, we take responsibility for you in the event that we have been negligent, misrepresented important information or have violated other relevant laws.

      4. Your Cuba provides online booking services based on a response period of 2 working 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 unavailable, propose a similar alternative option available. Your Cuba will have no obligation to provide you with a service at the price offered until your booking is confirmed and we have not received your payment.

      5. When you receive the confirmation notice and voucher, it is your responsibility to check that all information contained therein is correct. You must print the voucher and bring it with you to be presented to the representatives of each requested service. In any case, if you have any problems, please contact us as soon as possible.

    3. Prices and payment

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

      2. Payment must be made in the manner specified on the website and in the confirmation e-mails. Unless otherwise specified, payment will always be in Euros (€). At the time of payment the total amount will be deducted from your credit card.

      3. The payment transaction will be processed by our associated online payment processor and by our bank, BBVA , through its payment platform, which is compliant with 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 that it is not disclosed to anyone other than the financial institutions required to carry out the payment process.

    4. Cancellations and changes made by Your Cuba

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

      2. In the event of minor changes we will do everything possible to notify you, however we will not be obliged to do so or to compensate you.

      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 to:

        1. Accept the alternative we can offer you

        2. Change your booking by paying extra or getting a refund for the difference

        3. Cancel your reservation and receive a full refund

    5. Cancellations and changes made by the customer **

      *IMPORTANT: For all bookings made from 01/01/2021 to 31/12/2022 the guarantee of full refund of the reservation is in force for cancellations up to 48h beforeof the planned pickup date and the possibility to change the dates and the name of the reservation for free without penalty up to 48 hours before of the planned pickup date.
      ** From 01/01/2023 (unless further notice is given) the normal cancellation conditions listed below will come back into force.

      1. If you cancel a reservation 60 to 30 days prior to the scheduled pickup date, we will refund the total amount of the reservation less a charge of 25% of the total payment.

      2. If you cancel a reservation 30 to 15 days prior to the scheduled pickup date, we will refund the total amount of the reservation less a charge of 50% of the total payment.

      3. If you cancel a reservation 15 to 0 days before the scheduled pickup date, we will refund the total amount of the reservation less a charge of 100% of the total payment.

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

      5. If the customer does not show up on the day of the booking (NO SHOW), this booking 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.

      6. 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 requests.

      7. Your Cuba will not refund money to any credit card other than the one used by you in the booking process. If the refund process is made by bank transfer, we will deduct any additional bank charges from the total amount to be refunded.

    6. Liability

      1. Nothing in these conditions excludes or limits in any way our liability in the event of death or personal injury caused by our negligence, in the event of fraud or fraudulent misrepresentation or in any matter where it would be unlawful 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.

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

      3. Under no circumstances do you have the right to make a complaint after 30 days have passed since the end of your booking.

      4. In no event (including negligence) will we be liable for:

        • Special, indirect and consequential damages.

        • Any matter beyond our control, including without limitation: disruptions 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 relating to your information by part of our internet payment service provider.

      5. Your Cuba is not responsible for the actions or omissions of the owners, operators and suppliers of our services.

    7. Complaints and emergencies

      1. All complaints must be reported first to the rental office representatives. Your Cuba will not be liable for any loss or damage caused by the acts, omissions or negligence of any service provider. You must contact Your Cuba and we will try to help you solve any problems that may occur during your rental.

      2. Your Cuba will not accept any refund requests if the customer has not contacted our representatives in Cuba at the time of the incident.

      3. We will not be liable for any associated communication costs that you may have due to these causes.

    8. Your booking

      1. What is included in the booking

        • Car rental as confirmed in the booking, with unlimited mileage.

      2. What is not included in the booking

        • Airport taxes or any fees 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 per additional driver (the contract only covers one driver)

        • No fuel costs

        • No deposits or insurance

        • Expenses for the delivery of the car in a different province

        • Parking tickets and fines

        • In general, anything that is not specified in your confirmation is not included

      3. Payments to be made directly at the rental office.
        In addition to the price that must be paid to Your Cuba, the following payments must be made directly at the rental office. Payments are made in USD and mandatory with Visa, MasterCard or freely convertible currency cards issued in Cuba. US issued cards are accepted and cash payments are NOT possible.

        • Compulsory insurance (for categories that do not include insurance):

          • MG S5 (Rex): $ 20 / day

          • Standard (Rex): USD 20 / day

          • Premium Plus (Rex): $ 30 / day

        • Security deposit (This deposit is returned in full upon return of the car):

          • Economic categories (Cubacar / Havanautos): 150 USD

          • Medium categories (Cubacar / Havanautos): 200 USD

          • MG S5 (Rex): 200 USD

          • Standard (Rex): 200 USD

          • Premium Plus (Rex): 250 USD

          • Automatic van (Cubacar / Havanautos): 250 USD

        • Advance payment of a full tank of fuel (the vehicle must be returned with the tank empty as the rental company will not refund the money for the excess fuel) - Cubacar / Havanautos and Rex

        • Surcharge of USD 20 for bookings confirmed at international airports and USD 25 for those ending at these airports. Reservations starting and ending at international airports pay only the USD 20 surcharge from the start (Cubacar / Havanautos) / USD 10 surcharge for reservations starting at other offices and ending 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)

        • Delivery surcharge in different provinces: 5-230 USD depending on the distance between the pick-up and delivery location

      4. Your Cuba is not responsible for any changes in the information appearing in section 3.3.3. The amounts are indicative and the car rental company must be contacted directly to receive an updated price list.

      5. When collecting the car, it is mandatory to present:

        • The Your Cuba confirmation voucher

        • Passport or identity document

        • Driving license valid for all drivers (driving license must be valid for the entire rental period and be more than one year old)

        • Payment card for insurance, security deposit and surcharges

    9. State of the cars

      1. Your Cuba acts as an intermediary between the customer and the car rental company and therefore we have no influence on the condition of the cars. Unfortunately, cars in Cuba don't always meet the quality standards found in other countries.

      2. If the customer signs the contract with the rental company and accepts the car at the time of collection, he will automatically accept that the car is suitable for driving and therefore we will not accept refund requests relating to the condition of the vehicle itself. Your Cuba will try in its possibilities to help the customer to change cars as long as they contact us before signing the contract.

      3. In case of technical problems or accidents during the rental period, Your Cuba is not responsible for offering roadside assistance or car repair. The customer will receive a service number from the car rental company and undertakes to use that number and the services offered to repair or replace the car.

    10. Information

      1. Description. You must accept the reasonable differences that may exist between the photographs and text used and the vehicles currently used Photographs are intended to illustrate cars only and current products may have colors, year of manufacture, etc. Several. We will do everything possible to ensure that the vehicle description is correct, but we will not be responsible for any errors or differences that may exist.

      2. Classification: Vehicle categorization is determined by the rental company and does not necessarily coincide with any other categorization system. Occasionally, when there are no cars available in the specified category, the rental company will provide a higher category. It is important to note that the categorization is decided by the rental company and Your Cuba has no decision-making power over it. Automatic transmission categories are generally considered to be superior to their peers with manual transmission. 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 customer accepts the change or the total amount if he wishes to cancel his reservation.

      3. Pick-up location. On some occasions, the car pick-up location may be changed by the supplier from one office to another other than the one specified in the booking. In cases where this occurs, Your Cuba will facilitate and pay for the transfer of the customer to the new collection office Your Cuba will under no circumstances compensate for any inconvenience, waste of time, etc. What this situation could cause.

      4. Delivery times. Your Cuba acts as an intermediary between the customer and the rental company and therefore cannot be held responsible for any delays related to the collection and / or delivery of the car. In the event that the customer wishes to file a complaint with the car manufacturer, Your Cuba will facilitate the forwarding and translation of the same if necessary.

      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 currency cards issued in Cuba. Yes they accept cards issued in the USA, it is NOT possible to make payments in cash.