RENTAL POLICIES

TERMS AND CONDITIONS

Enterprise Rent-A-Car Mexico informs you the Terms and Conditions with which the car rental will operate, said Terms and Conditions complement the adhesion contract with which the rental will operate, which was approved and registered by the Federal Consumer’s Affairs Department (Procuraduría Federal del Consumidor) under number 997-2020 dated on February 18, year 2020.

Remember that if you have any questions, complaints or suggestions you can contact us by email at: reservaciones@enterprise.mx or to our toll numbers from:

Mexico 800-737-3722

USA 1-855-3722-639.

Our office hours are:

Monday to Saturday 08:00 am - 09:00 pm

Sunday 09:00 a.m. - 07:00 p.m.

Central Mexico Time (UTC-6)

Rental Requirements

To rent a car from Enterprise Rent-A-Car, the following requirements must be met by showing originals documents of:

1. Official Identification

Present valid official identification, being accepted: Elections Institute Voting Card (IFE or INE) or Passport.

2. Driver's License

Present a valid Driver's License at the time of rental and until the completion of the contract of the person who will be designated as the driver of the unit.

3. Minimum age

The person will have to be older than 25 years. If under that age, between the ages of 18 and 24, that person will be subject to a minor driver charge.

4. Credit Cards

All clients must present a valid credit card prior to starting the contract. In case of prepayment, the same credit card with which it was made must be presented.

VISA, MasterCard and American Express credit cards are accepted.

Credit cards from Department stores that are validated by VISA or MASTERCARD are accepted.

Classification of Car Categories

For car rental, vehicles are classified into categories of cars that meet the characteristics and specifications, according to the international standard of the ACRIS organization, so the delivery of a specific brand or model car cannot be guaranteed.

Rent Guarantee

At the time of starting the contract, a credit card will be requested to carry out a pre-authorization as a guarantee of the rent that starts from $4,000 pesos onwards according to the category of the reserved car, number of rental days, protection coverage chosen and additional services contracted.

Debit cards are not accepted for the rental guarantee. They will only be accepted as a form of payment when the vehicle is returned.

No Enterprise Rent-A-Car location accepts cash as a form of rental guarantee. Transfers and/or bank deposits are accepted as an advance for the rent prior to the closing of the contract.

For clarity and complete information on your car rental, we put at your disposal this pre-authorization table for the credit card with which the car rental will operate in all locations.

MXN: Mexican Currency

If the reservation was pre-paid, the withholding for pre-authorization of the rental amount will not be made.

The guarantee amount will be reduced to a minimum with the contracting of Total Protection that includes Deductible Protection (DP). In case of not contracting Material Damage Protection (CDW), the minimum rent guarantee amount will be $50,000 pesos or $2,500 US dollars.

Protection Coverage

Limited Third Parties Damage Protection (TPL).

This protection coverage is not available for sale over the counter. If the protection is included in the reservation, it covers civil liability for damages caused to third parties in their property or persons up to $350,000 (three hundred and fifty thousand pesos 00/100 MN) per event.

Third Party Damage Protection (TPL).

Covers civil liability for damages caused to third parties in their property or persons up to $4,000,000 (four million pesos 00/100 MN) per event.

Important note:

Third Party Damage Liability (TPL) protection is mandatory on all rentals without exception.

In Mexico, the Protection of Damages to Third Parties (Civil Liability) is required by Law in all vehicles. Said coverage can be acquired in our branches which will cover for damages caused to third parties (TPL), the acquisition of said protection will be mandatory unless the client presents a valid proof of specific coverage for protection of damages to third parties or valid civil liability insurance and valid in Mexico, issued by an insurance company with presence and assistance at the time of the accident in Mexico. Policies that do not have assistance at the time of the accident cannot be accepted.

Liability insurance purchased on third party travel websites and credit card or debit card insurance are not acceptable forms of coverage.

If the customer provides acceptable proof of third party damage protection coverage or current liability insurance in Mexico and declines to purchase the Third Party Damage Protection (TPL) offered at the branch counter, the minimum guarantee amount of rent that will be retained on the credit card will be $50,000 pesos or $2,500 US dollars.

Collision Damage Waiver and Total Theft Protection (CDW-TP).

Covers material damage suffered by the rented vehicle as a result of collision or rollover, glass breakage, natural phenomena, vandalism and unprovoked fire (CDW) under the invariable application of a deductible of 10% of the commercial value of the rented vehicle. It also covers in a complementary way the Total Theft of the unit (TP) under the invariable application of a deductible of 10% of the commercial value of the rented vehicle.

This protection does not cover, nor does it cover the theft of auto parts, damages to the lower parts, damage to tires and rims, or damage to the interior of the vehicle.

In the case of contracting Deductible Protection from the start of the contract, the deductible for material damage covered within the Material Damage Protection (CDW) will be reduced to 0%. In the case of Total Theft (TP) the deductible is not reduced and remains at 10% of the commercial value of the vehicle.

Deductible Protection (DP)

It covers the elimination of the deductible for property damage contained within the Property Damage Protection (CDW). In the case of Total Theft (TP) the deductible is not reduced and remains at 10% of the commercial value of the vehicle.

Even though the protection is sold separately, it will only apply with the contracting of the Material Damage Protection (CDW). If the client decides to decline the Material Damage Protection (CDW) contract, this protection will not take effect and the client will be responsible for all the damages caused to the rental vehicle.

Personal Accident Protection (PAI)

Covers medical expenses caused by bodily injuries suffered by the driver or any occupant of the rental vehicle as a result of a car accident while they are inside the vehicle and does not exceed the capacity of occupants of the unit. The maximum limit of this protection is $400,000 pesos per event.

Roadside Assistance (RSA)

Covers the provision of roadside assistance services due to an accident or in case of a breakdown, mechanical failure, lack of fuel, locksmith, flat tire or discharged battery that prevents the circulation of the unit. In the case of a lack of gasoline, the assistance service will be covered, but not the cost of fuel, which will be charged at the signing of the contract. In case of loss or damage of the key, the locksmith service and/or duplicate loan will be provided, but the cost of the key will be charged at the time of completion of the contract.

This coverage is granted within a 40 km radius of the nearest branch.

*Restrictions apply.

Protection Packages

Full Protection.

Includes:

• Third Party Liability Protection (TPL).

• Collision Damage Waiver Protection (CDW).

• Total Theft Protection (TP).

• Personal Accident Protection (PAI).

• Deductible Protection (DP).

• Road Assistance (RSA).

Basic Protection.

Includes:

• Third Party Liability Protection (TPL).

• Collision Damage Waiver Protection (CDW).

• Total Theft Protection (TP).

Limited Protection.

Includes:

• Third Party Liability Protection (TPL).

General conditions of all protections:

•          These protections will be completely invalidated in the following cases:

either Driving under the influence of alcohol or any type of drug.

either Drive the unit on unpaved and impassable roads.

either If the driver is not registered in the contract.

either If the driver leaves the scene of the accident.

either For speeding.

either If the vehicle is used as a taxi or any kind of public transport service, it is used for any kind of race, safety, resistance or speed test, as well as in official competitions or exhibitions.

•          These protections under no circumstances cover:

either Damage to the powertrain, or to the lower parts of the unit.

either Damage to the interior of the vehicle (components and upholstery).

either Damage or puncture of tires other than that caused by normal use.

either Auto parts theft.

either Traffic violations, towing and impound yard expenses.

Under no circumstances should the units cross the southern border of the Mexican Republic, in case of doing so the unit will be reported as stolen.

Prepayment

The Credit Card with which you will make your pre-payment must be physically presented at the time of signing your rental contract and have sufficient funds for the pre-authorization required to sign the contract, in like manner be personalized in the name of the driver and shall have the cardholder's signature. The signature on the credit card must be the same as the one on the contract itself, either as the main driver (direct contracting) or as an additional driver of the rental unit.

Only in the cases in which a Travel Agency or an Accredited Commercial Intermediary is the one that has made the pre-payment, it will not be necessary to present said credit card. Therefore, the client must guarantee the rental with his personal credit card and present the rental requirements indicated in these terms and conditions at the time of starting the contract, having to pay the additional and/or extra charges directly at the rental office.

• For pre-paid reservations, no date changes apply.
• For pre-paid reservations through rate discounts, no changes or refunds apply.

Waiting Times, Cancellation and No Show Reservations

At Enterprise Rent-A-Car we are interested in providing you with the best service, so we suggest you consider this policy and in case your plans change, let us know in advance so that we can have your reserved vehicle ready.

For reservations made for non-airport offices, a tolerance time of 1 hour will be provided after the pick-up time specified in the reservation. After this time the delivery of the vehicle will be subject to availability.

For reservations made for airport offices, a tolerance time of 1 hour will be provided after the pick-up time specified in the reservation or, if the airline and flight number were included in your reservation, we will retain the vehicle for a period of time. period of 1 hour after the flight has been vacated indicated in the reservation or until the closing time of the branch, whichever occurs before. Otherwise after this time the delivery of the vehicle will be subject to availability.

Early arrival, if you request the rental of the reserved unit 1 day or more before the date indicated in the reservation, it will be possible that the selected vehicle will not be available. The rental office will honor your reservation based on the availability of the selected vehicle category.

We suggest that in the event of a flight delay or change in your rental itinerary, you contact the rental office or our call center.

The cancellation of reservations without prepayment will not have any charge, except in cases where due to high demand season Enterprise Rent-A-Car Mexico may request a reservation guarantee through credit card, in case of cancellation in a period of less than 24 hours and in case of no-show to take the reservation, the charge of one day's rent will be made.

For the cancellation of reservations with pre-payment, the following should be considered: from the prepayment of the reservation there will be 5 days to cancel it without any penalty and, as long as there are more than 5 days to the beginning of the rent. Otherwise, the following penalties for cancellation and/or no show will be applied:

• In case of cancellation more than 72 hours prior to the time of making the reservation, a 10% charge will be made on the amount paid.
• In case of cancellation less than 72 hours prior to the time of making the reservation, a 20% charge will be made on the amount paid.
• In case of not making the reservation effective (no show) and/or canceling the same day, you will be charged 50% of the amount paid.
• The refund of the pre-payment amount to be reimbursed will be made within a period of 48 business hours, as long as the requested documentation has been sent. *Important note, the refund made will be reflected depending on the period of time that the bank issuing the credit or debit card takes to process in accordance with its processes and policies.
• In the event of a prepayment in foreign currency, the exchange rate used for the transaction will be that of the day on which the prepayment is made.
• For more information, clarifications or refunds it will be necessary to call the Customer Service line 800 627 6276 or by email at reservaciones@enterprise.mx

Late Return Fees

In case you wish to extend the rental contract, it will be necessary to notify the office where the unit was rented so that the current contract can be closed and a new one can be opened. The extension of the contract may generate an increase in your daily rate.

The extension of the rent will be subject to availability, in case of not returning the unit on the date indicated by the branch or failing to notify the branch, the days of rent after the return date indicated in the rental contract will be charged with the public rate that is available at the branch at that time.

In case of not returning the vehicle on time, charges and a penalty for delay will be incurred.

Additional services

We have additional products and services to complement your car rental experience, we suggest you confirm and reserve these additional services to guarantee that they are available at the time of rental

This additional service allows you to save time since by prepaying the tank of gasoline it is not necessary to go to the gas station. The cost of the Prepaid Gasoline service depends on the type of car selected and the capacity of its tank. If when the unit returns it has a remaining amount of gasoline, it will not be deducted from the contracted cost or reimbursed.

Baby seats have a cost per day of $104.40 pesos.

The rental of the Mobile Device has a cost per day of $341.04 pesos.

We have a car rental service with a driver, for cost and availability information it is necessary to call 800-737-3722 from Mexico or 1 877 567 3572 from the USA.

Additional costs for travel expenses (food and lodging) of the driver, fuel, parking and toll road fees will be covered directly by the client and are not considered in the charge for the Chauffeur service.

The daily rate of the car rental grants the right to register a driver over 25 years of age, which is included within the coverages, the registration of additional drivers generates a charge per day for each additional driver of $104.40 pesos.

It will be necessary for each additional driver to meet the Rental Requirements and be present at the time the contract is opened to register the signature.

Every driver registered within the contract as owner and/or additional between 18 and 24 years old must cover a risk fee by age, the daily rate of said fee will be:

Age range from 21-24 years $104.40 pesos.

Age range 18-21 years $510.00 pesos.

It will be necessary for each minor driver to comply with the Income Requirements and be present at the time the contract is opened to register the signature.

This coverage only covers the extension of civil liability protection in the United States of America. To make the Material Damage protection coverage valid, it is necessary for the unit to return to the branch where it was rented. This coverage does not cover assistance services, towing within the United States, nor for the return of the unit to Mexico. The cost per day of the extension of protection to cross the border into the US is $232 pesos. Applies only for rentals in the cities of Ciudad Juárez, Tijuana, Monterrey, Hermosillo and Mexicali.

All rentals with return in another city are subject to an additional charge (Drop-Off), this service is available to any branch in the Mexican Republic, even when there is no Enterprise Rent-A-Car Mexico branch present. The cost of the transfer fee is calculated based on the distance required to move the car to return to the original location where the rental was made.

Additional charges

Damages

The charge for this concept will be made when the rental car has suffered an accident and has aesthetic and/or mechanical damage, you will be required to complete an accident form and later the charge will be made to cover the deductible indicated in the contracted protections or the complete damage in case of having declined the protections.

Gasoline

All our Enterprise Rent-A-Car Mexico Mexico offices deliver the cars with at least ¼ tank of fuel at the time of rental. If at the time of the return of the unit it has a smaller amount of fuel than the one registered in the inspection sheet generated at the time of delivery of the car, the cost established by the lessor for the service to refill the tank must be paid together with the cost of fuel.

Airport facility use

All rentals made at airport offices are subject to a charge for this concept, whose value is 19%.

Loss of use charge

In the event that the unit suffers an accident and the protection coverage is invalidated, the client will also be responsible for paying the days that the damaged vehicle must remain under repair and consequently cannot be rented. The charge will begin from the day of the accident and until the moment of finishing its repair.

In the event that the unit is detained by any local, state or federal authority and taken to an impound yard derived from any situation attributable to the client, the client will be responsible for paying the fee until the moment of its release.

Tabulator

from 1 to 6 days            $5,000 pesos.

from 7 to 14 days          $10,000 pesos.

from 15 to 29 days        $25,000 pesos.

From 30 days onwards, the charge from 1 to 29 days will be charged plus $1,000 pesos for each additional day.

Vehicle Registration Fee

The charge for vehicle registration is a recovery fee referring to vehicle procedures and taxes such as possession, license plates, verification.

Management fee

In the event that the unit is detained by any local, state or federal authority and taken to an impound yard derived from any situation attributable to the client, the client will be responsible for payment of a management fee and the release of $2,500 pesos plus the amount resulting from the expenses for traffic violations, expenses of towing and impound yard.

Assistance

For any of the cases of accident or mechanical failure, the client may contact the branch where the car was rented directly to request assistance, said number is indicated in the rental contract and will be provided by National in each delivery of the unit.

In case of having difficulties to communicate with the location, you can dial 800-737-3722 where an advisor can assist you.

Mechanical Problems and Roadside Assistance

In the event that the rental vehicle suffers a mechanical failure, it will be necessary to contact the branch where you rented your car by telephone so that the necessary roadside assistance will be provided. Some assistance services may generate an additional cost according to the level of protection purchased and the necessary support.

Accidents and/or Total Theft

In case of emergency we suggest you report any accident to the competent authorities at 911.

To report accidents or theft, we ask you to contact the branch where you rented your car by telephone so that assistance can be provided. Outside office hours, it will be necessary to call 800-288-6700 or 800-800-2880.

We remind you that any accident must be reported to Enterprise Rent-A-Car Mexico within a period not exceeding 24 hours. after the accident to the telephone number of the branch where the car was rented. You will be required to complete an accident form.