What are the requirements for renting?

Credit card – Issued by banking institutions

We do not accept credit or debit cards issued by department stores such as Coppel, Banco Azteca, Liverpool, etc.

Valid driver’s license.

Valid official identification (INE or passport).

What is the minimum age to rent?

18 years old.

Do I need a specific driver’s license?

We accept all valid national and international driver’s licenses.

Do the driver’s license and credit card need to be under the same name?

It is a fundamental requirement that the person who will be the renter presents their driver’s license, credit card, and official identification under their own name in order to make the contract.

Why might I not be given the exact vehicle that I reserved?

Reservations are based on VEHICLE CATEGORY, not on specific models. The images shown are merely illustrative.

For example, if you reserve a vehicle from the INTERMEDIATE CATEGORY, you will find that we have different brands and models; the one available at that time will be provided.

Does the credit card holder need to be present?

Yes, the cardholder must be present at the time of contract signing.

If I don’t have a credit card, can I make a reservation?

You can make a reservation, but a credit card is a mandatory requirement for the contract.

Is it possible to rent a car with a credit card from a family member or friend?

A credit card is a mandatory requirement for renting a car, and it must be in the name of the renter, who must be present during the contract signing. It is possible for a family member or friend who meets all the requirements to rent the car for you, but they must include you as an additional driver so that you are also authorized to drive the rented vehicle.

Is there a minimum amount required on my credit card?

In the case of direct bookings with Trabú, the amounts vary according to the requested category, starting from 500 USD according to the current exchange rate at the counter.

What is a security deposit?

It is the amount that is blocked or held (not charged) on the credit card during the car rental and serves as support for any additional charges. At the end of the rental, it will be released if there are no additional charges such as overtime, extensions, fuel, or any non-compliance with the rental terms and conditions, which could result in the decline of the purchased coverage, making the customer 100% responsible for the value of the vehicle.

Can I leave the security deposit in cash?

For security reasons, we do not accept cash deposits, only credit cards.

How do I know if the security deposit held on my credit card has been released?

Upon returning the vehicle, we will close the contract and perform a check-out of the deposit, which will be released by TRABÚ. However, some banks may not reflect the release automatically, but within 5 to 7 business days. If this happens, we kindly ask you to contact Customer Service at +52 55 4008 60 29 to request a Release Letter, which indicates to the issuing bank that the withheld amount has already been released, so they can follow up on the release process.

My credit card offers coverage, is it applicable to my reservation?

If you made your reservation directly with us (website or call center), your contract already includes this coverage, and it cannot be declined. If you booked through an intermediary, you should consider:

Trabú does not have agreements with any banking institution regarding theft or accident coverage. We suggest contacting your bank to request a letter validating the Protection Plan and its validity throughout Mexico, or the insurance policy that will protect the vehicle during the rental period (coverage for partial or total damages, as well as total theft). The policy or letter must be presented at the Trabú counter when the contract is being prepared, reserving the right to accept such protection. All credit card issuers or reservation engines must be registered with the National Insurance and Bonding Commission, which is the official governmental institution that regulates insurance companies in Mexico. Depending on the booking channel (website or call center) and the vehicle category, a retention will be processed from the corresponding deductible amount up to the total value of the vehicle. In the event of non-compliance with the terms and conditions of the rental agreement, the renter will be responsible for the total cost of repair or replacement of the vehicle. For example, if the vehicle is misused, driven recklessly, or under the influence of alcohol or drugs, among others. If the rented vehicle is returned with damages, the customer will be responsible for the full payment before leaving the country and can request reimbursement from the credit card issuer or reservation engine in their place of residence.

Does mileage have a cost?

We offer UNLIMITED mileage on all our rentals.

Do you provide 24-hour service?

Yes, at our AIRPORT counters, we offer 24-hour service for both pick-up and return of the vehicle.

Can I rent a vehicle by the hour?

Yes, it is possible to rent a vehicle by the hour. However, please note that you will be charged for a full day’s rental as our rates are based on a 24-hour rental period.

How much time do I have to pick up my vehicle after the reservation time?

We honor reservations for up to two hours from the indicated time. After this time, the service will be provided based on vehicle availability.

During peak seasons, a one-hour grace period is allowed due to high demand.

What happens if my flight is delayed?

By providing us with your flight number and contact phone number, our representatives at the airport will monitor the flight status and wait for your arrival.

How much time in advance should I return the vehicle before my flight?

We recommend:

For DOMESTIC FLIGHTS: One and a half hours in advance.

For INTERNATIONAL FLIGHTS: Two and a half hours in advance.

What additional accessories can I add to my reservation?

We offer rental services for baby or infant seats, GPS with Wi-Fi service and unlimited calls.

These come at an extra cost and are subject to availability.

Can I take the vehicle out of the country?

Trabú offers the procedure to authorize crossing the southern border of Mexico to the countries of Belize and Guatemala (prior authorization required).

NOTE: The contracted coverage is only valid within the Mexican Republic and not outside the country.

At Trabú, we suggest considering Clause 26 of your rental agreement.

What type of fuel do the vehicles use?

We have vehicles with different types of fuel according to the engine. The fuel type (gasoline or diesel) is specified on the fuel tank cap.

At Trabú, we recommend considering Clause 22 of your rental agreement.

Do you provide Roadside Assistance service?

We offer Roadside Assistance service to all our customers at no additional cost, as long as the breakdown is due to mechanical failure attributable to the use of the vehicle and not due to negligence or mishandling, which may result in an additional charge if Roadside Assistance (SRA) was not purchased.

What should I do in case of a flat tire?

If it is possible to change the tire, inform Trabú and do so.

In the event of an accident or requiring Roadside Assistance, you must contact us within 30 minutes after the incident at +52 55 4008 60 29 to follow up on the reported incident. Remember to stay at the scene of the incident until further instructions are given.

It is important to consider that in the event of any violation of the rental agreement clauses, the acquired coverage will be declined. Therefore, Trabú invites you to carefully read the terms stipulated in your Rental Agreement.

If you have Roadside Assistance coverage and prefer to be assisted, it can be provided. However, if SRA was not purchased, there will be an additional cost.

If the tire is damaged and you do not have the TGI Coverage (Tires and Glass), the corresponding charge for the value of the tire will be applied.

What should I do if I locked the keys inside the vehicle?

Immediately report it to Trabú at +52 55 4008 60 29 to follow up on the incident.

Remember to stay at the scene of the incident until further instructions are given.

It is important to consider that in the event of any violation of the rental agreement clauses, the acquired coverage will be declined. Therefore, Trabú invites you to carefully read the terms stipulated in your Rental Agreement.

If you do not have Roadside Assistance coverage, the dispatch of a locksmith will incur an additional cost.

If the customer chooses to open the unit on their own and it results in damage or alteration, it will be considered negligence, and the customer will be automatically responsible for the total costs of repairing the vehicle. 

What should I do if I lost the keys?

Report it immediately to Trabú at +52 55 4008 60 29 to follow up on the incident.

Remember to stay at the scene of the incident until further instructions are given.

When making the call, you should indicate whether you want a duplicate to be sent or a locksmith, provided it is within the coverage area. This will incur an additional cost.

If you do not have Roadside Assistance coverage, the dispatch of a locksmith will incur an additional cost, separate from the cost of the key, depending on the type of vehicle.

If the customer chooses to open the unit on their own and it results in damage or alteration, it will be considered negligence, and the customer will be automatically responsible for the total costs of repairing the vehicle.

What should I do if the car runs out of gas?

If you have SRA coverage, roadside assistance will be provided, and you will only be charged for fuel according to Trabú’s current rates.

If you do not have Roadside Assistance coverage, the service can be provided at an additional cost for refueling, based on Trabú’s current rates for both the service and the required fuel.

What should I do in case of an accident?

Report it immediately to Trabú at +52 55 4008 60 29 to follow up on the incident.

It is important to have the following information on hand to assist you properly:

• Contract number
• Vehicle license plates
• As precise a location or address as possible.
• Remember to stay at the scene of the incident until further instructions are given.

It is important to consider that in the event of any violation of the rental agreement clauses, the acquired coverage will be declined. Therefore, Trabú invites you to carefully read the terms stipulated in your Rental Agreement.

How can I modify or cancel my reservation?

You can modify or cancel your reservation through the Reservations Center: +52 55 4008 60 29 or through our website: https://trabu.com.mx/

Please note that cancellations are subject to conditions and, in some cases, penalties. We suggest contacting Customer Service at +52 55 4008 60 29 to review your case.

If the reservation was made through an intermediary, we advise canceling it through the same channel.

How can I pay for my reservation?

You can contact our Reservations Center at +52 55 4008 60 29 to make the prepayment, or through our website: https://trabu.com.mx/main-home/

Can I change the vehicle category?

Yes, as long as we have availability at the counter, we can provide a quote based on the current rate and you can pay the price difference if applicable.

How many additional drivers can I add to my reservation?

The contract allows for a maximum of 2 additional drivers at an extra cost. They must meet the same requirements and will be subject to the same obligations and responsibilities as the primary renter in driving the rented vehicle.

Can I rent a vehicle and not drive it, assigning an additional driver?

It is possible, as long as the primary renter is present at the time of contract signing and remains responsible for any additional charges incurred from renting the vehicle.

Can I change additional drivers during the rental period?

No, only the authorized drivers at the contract opening are allowed.

Can I add additional drivers during the rental period?

Yes, as long as it is done at a Trabú counter.

Do you provide transportation service for vehicle returns?

AIRPORT:

We offer transportation service for vehicle pick-up and return.

BRANCHES:

We offer pick-up and drop-off service at hotels, bus stations, and ferries within the return area.

Where can I return the vehicle?

You can return it to any Trabú branch within the Mexican Republic. Mérida only offers Drop-Off service at branches in the central and southeastern part of the country (Cancun, Playa del Carmen, Tulum, Mexico City).

Can I return the vehicle to a different branch?

At Trabú, we offer the option to return the vehicle to another office under the following conditions and an additional cost per kilometer: CONDITIONS (when renting directly with Trabú):

Cancun to Playa del Carmen and/or Tulum or vice versa does not require a minimum rental period.

Cancun to Mérida or vice versa requires a minimum of 3 days rental.

Cancun to Mexico City, Guadalajara, Monterrey, and/or Los Cabos or vice versa requires a minimum of 7 days rental.

What happens if I do not return the vehicle on the agreed date?

If you fail to inform the Customer Service Area at +52 55 4008 60 29 about the status and location of the vehicle within 3 days after the return date, it will be reported to the relevant authorities, releasing Trabú from any liability.

What is the procedure to apply the zero deductible coverage?

It is the unconditional responsibility of the contract holder to directly and immediately report any incident or accident involving the rented vehicle to Trabú at the phone number: +52 55 4008 60 29. Failure to comply with this condition will automatically decline the purchased coverages.

What reasons can cause the purchased coverages to be declined?

When the driver is under the influence of alcohol, drugs, hallucinogens, narcotics, or any toxic substances, or when negligence has occurred, or the rental terms and conditions have not been respected.

Can I add coverage after the contract has been processed?

Modifications can be made to the contract as long as the vehicle has not left the branch.

Are there any additional charges that may apply at the end of my rental?

There may be additional charges for the following items:

• Overtime hours.
• Missing fuel.
• Extra days.
• Return to a different branch.
• Loss of license plate.
• Cleaning.
• Damage.
• Traffic fines.
• Towing.
• Key replacement.
• Key repair.
• Declination of insurance due to non-compliance with the rental terms and conditions.

Where can I submit a suggestion or comment regarding the service?

Your opinion is very important to us, so we ask that if you are still at the branch, please contact the Branch Manager or contact Customer Service via email: trabufinanzas@gmail.com or by phone: +52 55 4008 60 29.

How can I request my invoice?

After completing the rental, you can request it by emailing trabufinanzas@gmail.com, providing the following information:

• Contract number.
• Reservation number.
• Business name.
• Tax identification number (R.F.C.).
• Billing address.
• CFDI use.
• Contact phone number.