Frequent questions

Is the price on the website the total I will pay when I rent the car?

Yes of course, that is the rental price for the days you choose on the website, in addition to the rental you only have to leave a security deposit.

What is the security deposit?

The security deposit is what you leave as a guarantee for the rented vehicle, which is to cover possible damages to the car or additional charges not included in the rental cost.

What are the methods of guarantee deposit?

We accept credit cards (VISA, MASTER CARD AMERICAN EXPRESS, DISCOVER, DINERS CLUB), we also accept cash deposits as a guarantee method.

How much is the security deposit?

The security deposit will depend on the category of the vehicle and the insurance package booked or contracted, check the amounts in terms and conditions of “insurance and deposits”.

How long does it take to release the security deposit on my credit card?

The day you return the car we request the bank to initiate the security deposit release process (the release time is subject to the bank).

What does the Basic Package insurance include?

Our Basic Package rates include:

✓ Collision damage waiver with the deductible of 10% of the commercial value of the car (CDW).

✓Third party liability up to $750,000 pesos (TPL).

✓ Coverage for medical expenses up to $200,000 pesos per event (PAI).

✓ Total theft of the vehicle with deductible of 10% of the commercial value of the car (TP).

✓ Unlimited mileage.

✓ Taxes

What is the minimum rental period?

Our rates published on our website are minimum rentals of 4 days, if you want to rent for 1 day you can ask for more information at the following contact number:

+52 998 344 7744

How long is the 1 day rental period?

The 1 day rental period is 24 hours, starting from the moment you pick up the car.

Can the 10% deductible be removed?

By choosing the insurance package with 0% deductible the insurance covers the payment for collision or total theft of the car.  You can add this insurance in the “options” section at the time of booking.

Can I leave the deposit on my debit card?

If you do not have a credit card, you can leave it in cash (see conditions).

What is the minimum age to rent a vehicle?

The minimum age of the driver is 20 years old.

How many additional drivers can I add to my rental?

You can add up to 2 additional drivers for an additional fee.

What is not covered by the insurance?

✓ Loss or damage to keys.

✓Loss of the license plate

✓ Traffic fines

✓ Towing service

✓ Partial theft, vandalism or damage to parts or accessories, as well as damage to tires and windshields are NOT covered.

✓ Partial or total damage caused by weather phenomena such as earthquakes, hurricanes or floods are NOT covered.

✓Negligence, etc.

Is gas included?

The rates do not include gas, you must return the vehicle with the same level of gas you received it with. To avoid additional charges we recommend taking a picture of the gas level when you pick up the car.

Where are you located?

We are located 5 minutes from Cancun International Airport.

How do I pick up the car?

Our staff will be waiting for you at the airport, after picking up your luggage you must go to the “Friends and Family area”, we will take you to our offices for the signature and pick up of the car.

How does the return service work?

The car must be returned to the same office where you picked it up, which after a review, verify that there are no damages or additional charges, the contract is closed and we take it back to the Cancun International Airport.

Why is my reservation "Pending"?

“Pending”

This legend means that there is still no confirmation or guarantee of the use of the service since it is a quote request, we will contact you to guarantee your quote, any questions or clarification please contact the following phone +52 998 344 7744.

Why does my reservation say "Guaranteed"?

“Guaranteed”.

A reservation is guaranteed when the client has made the total or partial payment of the reservation.

What happens if I want to cancel my reservation?

Guaranteed reservations are non-refundable but may be used at a later date than originally reserved.

What happens if I don't show up to pick up the car?

Guaranteed reservations are non-refundable if the customer does not show up to pick up the guaranteed car (No Show), but may be used at a later date than originally reserved.

What happens if I decide to return the car before the agreed date?

You can return the car before the agreed date, but no refunds apply for early return.

Can I pick up or drop off at another office?

Yes, we have delivery service at your hotel, Airbnb or somewhere in the Riviera Maya and we also have service to pick up the car at your hotel, Airbnb or somewhere in the Riviera Maya with an additional charge depending on the location.

In which states of Mexico is the use of the car allowed?

The car is only for use in the states of Quintana Roo and Yucatan.

Can I drive the vehicle out of Mexico?

Fire Car Rental authorizes the crossing of the vehicle to Belize by means of a letter of authorization, which is important to request the same day of confirming the reservation.

Fire Car Rental does not authorize the crossing to Guatemala or to the northern border of the Mexican Republic (USA).

What should I do in case of accident / accident?

In case of accident the client will have the responsibility to report the accident immediately to the rental office at the telephone number indicated in the rental contract or to the assistance number.