Frequently asked questions

Previous Requirements
What are the requirements to rent with Enterprise Rent a Car?

• 25 Years or older (between 21 – 24 years old an underage fee will apply).
• Valid Passport Valid Driver's license (minimum 1 year of validity).
• Major Credit Card.

What type of Driver´s License do I need?

A valid and physical Driver´s License.

What if I have a valid driver's license but I am under 25?

Only a person with a valid driver's license with more than 21 years may drive.  Between 21 and 25, an underage fee of $10 per rental day will apply.

What fuel options do I have?

• Full to full.
• Prepaid Tank.
• Pay when you return the vehicle the missing fuel (in this case the price will be higher than the gas station).

Can I bring my pet with me in the car?

Yes, if you take care of the smell and upholstery of the vehicle.   In case there is any odor or dirty upholstery an additional charge of $ 100 may apply.

What model of vehicles does Enterprise have in the fleet?

Our fleet has small to large sedans, 4x4 SUV’s, Pick – Ups and Vans.  We keep the vehicles up to 2 years within our company.

Is there a charge for returning the vehicle dirty?

There is no external car wash fee, however, if the car is returned in extremely dirty conditions, especially in the inside, an additional fee would be charged of $100.

Do I have to return the car full of gasoline?

The car will be delivered with Full gasoline and must be returned with full coverage except if the prepaid Gasoline product is purchased. With which you can return the car with the gas tank at any level.

What happens if I have a traffic accident?

You must stay on site and call the customer service line for assistance.

Should I return the car washed and clean?

The car can be returned unwashed. as long as it has the normal dirt from the rental.If there are stains or deep dirt inside and / or outside, an additional fee could be charged.

What happens if I lose my car keys or papers?

You must call the assistance service or contact the agency where you rented the vehicle.

An additional charge will be made for their replacement.

Do the vehicles have a system for paying tolls?

No, tolls must be paid in cash only by the driver. It can be in local currency or in dollars with bills equal to or less than US $20 USD.

Reservation Policies
What is guarantee deposit?

This is the amount that Enterprise Rent a Car will hold in your credit card as a guarantee of the vehicle.  At the end of the rental in case there are no damages made to the vehicle the amount will be liberated within 3-5 business days.

It is a requirement that it be done with a credit card, debit is not allowed.

Can I use a Debit Card for the Car rental deposit?

No, the car rental deposit must be made with a major credit card from the main driver.

How much is the car rental deposit?

$500 plus the estimated cost of the rental.  This is held at the beginning of the rental.

Can I pay with cash or with a Debit Card?

A credit card is required for the Car Rental Deposit. For the payment of rental, you may pay with a credit card or a debit card.

Are there mandatory coverages?

To rent a vehicle it is required to have the Collision Damage & Theft Waiver (CDW-TP) and the third-party liability (TPL).

Both can be purchased at the counter.  

Can I use my card insurance to decline the rent a car coverage?

Yes, you may use your card coverage.  However, you must first verify the conditions that you have and present a valid written proof that indicates your coverage. 

In case decide to decline, in case of any damage you will be charged in full and then you will have to file your claim with your insurance company.

Can I return the car in another office or in the hotel where I am staying?

You may return the vehicle in any of our stations throughout the country.  An additional fee may apply.  In case you wish to make the car rental return in another place, please contact us to verify if this is possible and to give you the price.

Can I add additional coverage after I rented the car?

Yes, you only need to go to one of our offices to request the change and add the coverage that you wish.

What is the maximum number of days allowed to rent a vehicle?

The maximum number of days allowed to rent a vehicle is 30 days.  However. this can be extended or renewed for another 30 days.

What is the exchange rate of the dollar that you handle?

The type of change of the bank to which your credit card belong.

What are the vehicle rates?

We would like to know what type of vehicle you need and for how many days to be able to make you a quote.

What happens if I do not return the car at the exact time that the contract says?

The contract gives you 2 hours of grace from the third hour, there may be additional charges.

In any case, contact the office where you made the contract to advise if there is any delay

Can I buy coverage days after having collected the car?

Yes, you can. You only need to contact the agency to add the additional coverage or products you want to add to the rental contract.

How long does it take for the security deposit to be returned?

Once the car is delivered, the guarantee deposit is released. however, the bank could take 3 to 10 business days to re-enable the amount in the account.

If by mistake the charge was made to a debit card, the return may take up to 30 days.

Can I return the car in another country?

No, the car cannot cross borders. 

Customer Service
Where can I call if I have a problem with the car?

You can contact us to the following email address: or send us a WhatsApp message.

What to do in case of an accident?

Call the insurance company and wait for the inspector to arrive.  This service is free of charge and available 24/7 all year round.  Call 911 and report the accident to have a traffic officer arrive at the scene. Call the rent-a-car branch office to report the accident and request assistance.

What happens if I lose the car keys or the documents of the vehicle?

You should call our help desk or contact the agency where you rented the vehicle.  An additional charge will apply to replace the car keys and the car documents.

I forgot something in the car, what should I do? 

You should contact our Customer Service Team or the office where you rented the vehicle.

Contact us

If you have any additional questions, please enter our customer service chat to contact us or write to us at with your query