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CAR RENTAL FAQ

1. Why choose Novela Cuba ?

Novela Cuba whose presence in Cuba dates back from 2001, has negotiated the best prices with Cuba's 3 major car hire companies, and then establishes on this basis the most simple and comprehensive range of offers at unbeatable prices.

2. Booking a vehicle

How to make a booking?

1- Where do you wish to pick up and drop off your vehicle?

On our website's homepage, select the town where you want to pick up the vehicle (pick-up) with the exact date and time. Do the same for the town where you want to drop the vehicle off (drop-off). Click on “Search” to see the results.

Note : All rentals are based on 24-hour periods.

Once a period has started, it is owed. Consequently, we advise you to drop off the vehicle no later than the same time as that on the day you picked it up to avoid paying penalties whose amount can represent the cost of several days of hire.

If the pick-up and drop-off locations are not the same (different city or airport/downtown), drop-off fees will be charged by the car hire company. Please refer to section: Additional costs.

2- Choose the appropriate vehicle and price

You can choose your vehicle based on the price, but also on the number of seats, doors, gearbox (automatic or manual), boot size. The “Full details” of the price allows you to see what the price includes or excludes.

We guarantee the booking of a vehicle category, not a specific model.

3- Book

• Check the accuracy of the data you have entered (locations and dates),
• Choose the appropriate address (some destinations have several agency addresses),
• Enter your flight number (only if you have chosen an agency in an airport),
• Select the “Refundable Excess Option” and/or “Cancellation Insurance” if appropriate,
• Fill in the information about the driver,
• Enter your credit card payment details in the secure area,
• Confirm !

4- Confirmation page: your booking request has been registered

Booking status : Available

We have availability, we charge your credit card and you receive within 48 hours by email the invoice and voucher that you must print and present to the supplier.
If we cannot charge your credit card (payment denied by your bank), no confirmation will be sent to you. We will contact you.

Booking status : Answer within 48h

We need to wait for the supplier's confirmation of the availability. We generally get an answer within 48h.

If the reservation is confirmed, we charge your credit card and you receive by email the invoice and voucher that you must print and present to the supplier.

If we cannot charge your credit card (payment denied by your bank), no confirmation will be sent to you. We will contact you.

If the reservation cannot be confirmed, we will make counterproposals according to the availability. We will wait for your agreement before charging your credit card.

5- The voucher

Once the vehicle's availability has been confirmed by the supplier and the payment has been registered, you'll receive by email your voucher that you must print and present to the car hire company in order to pick up the vehicle. You can also download your voucher in your customer space from our website's home page

If you do not present this document, the car hire company may charge again the hire service.

3. Which payment methods are accepted?

The rental must be paid when booking is made, either online or by going to the agency.

• Only international credit cards are accepted (Visa or MasterCard.

• MAESTRO and ELECTRON cards are not accepted.

4. Why do you have to enter your flight number?

If you plan to pick the car in an airport, this information is important because it informs the agency's staff in case your flight is delayed.

5. Prices

What do the prices include?

-A package in number of days (24-hour based periods) with unlimited or limited mileage (you can see the corresponding details in the “Full details” tab and on your voucher),

-Any change to the booking (there will be no additional costs for changes made at the latest 72 hours prior to the vehicle's pick-up).

What do the prices exclude?

On the results page for your search, next to each vehicle proposed, there is a “Full details” tab. Click on this tab to see the corresponding details.

6. Additional Costs

Paid directly to the car hire company

• Insurance (unique and mandatory): even if you pay with a Visa Premier or Gold Mastercard credit card, you'll have to pay for the insurance proposed by the car hire company.

The amount depends on the selected car hire company and type of vehicle: please refer to section “to pay locally”, featuring next to the displayed price.

• Additional driver: The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Drop off fees: if the drop-off location is different from the pick-up location, the car hire company will charge additional fees. The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Airport fees: if you pick or drop the car in an airport, the car hire company will charge additional fees. The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Full tank: the vehicle's petrol tank is full when the vehicle is picked up, and empty when dropped off.

• Baby seat: the availability depends on the car hire company. This option must be paid for directly with the car hire company. Please refer to section “Full details”, featuring next to the displayed price.

Our advice : Calculate beforehand the amount of all the costs that are to be paid for with the car hire company.

Pay all these costs preferably by credit card.

The car hire company will also make a print of your credit card for the deposit guarantee (the amount depends on the car hire company and type of vehicle. Please refer to section “Full details”, featuring next to the displayed price).

7. Who can hire a car in Cuba ?

To rent a car, you have to respect the following conditions:

Cubacar

Requires customers to have been in possession of a driving license for a minimum 2 years and being at least aged 21 years old.

Via Rent a Car (Gaviota)

Requires customers to have been in possession of a driving license for a minimum 1 year and being at least aged 21 years old.

The Cubans are required to be in possession of a driving license for a minimum 2 years and be at least aged 21 years old.

Rex

Requires customers to be aged at least 21 years old, for all categories, except the Sport one.

Sport category: at least 25 years old.

8. Which vehicle to choose?

Can I book a specific model such as Kia Picanto or Peugeot 207?

No, car hirer companies guarantee vehicle categories (Mini, Economical, Compact…) and not specific models (Kia Picanto…). The model is always presented with the « or similar » mention

9. Excess

What is Novela Cuba's « Refundable Excess Option?

The excess is the amount owed by the customer in the event of damage to the vehicle or its theft. If you choose our “Refundable Excess Option” you will be repaid the amount of the damage or theft excess. It involves two steps:

1- The car hire company charges the excess amount stipulated in the agreement

2- Novela Cuba refunds this amount to you

10. Tracking, changing, cancelling your booking before picking up the vehicle

How can I track my booking ?

You can track the progress of your booking in your customer space, accessible via our site's home page. Here, you will also find key information regarding your booking (hire location, selected vehicle, what is included in the price, what is not included in the price …).

How can I access my customer space?

You can access your customer space at any time via our site's home page by entering your codes.

How can I modify my booking (before picking up of the vehicle?

Before picking up the vehicle: You must contact Novela Cuba by email or by logging to your customer space no later than 72 hours before the scheduled pick-up date.

Note : The car hire company reserves the right to refuse the change. Your initial booking remains valid until Novela Cuba confirms the change. Once confirmed, you will receive a new voucher. You must present this voucher at the car hire agency when picking up your vehicle.

Are there any fees to pay for the change of the booking?

Novela Cuba does not charge any fees provided the change is made no later than 72 hours before the scheduled pick-up date

How can I cancel my booking?

Cancellation must be done with Novela Cuba.

Cancellation must be done by email or by logging to your customer space.

Penalties :

For any cancellation occurring more than 30 days before the scheduled beginning date of the service: fees of 10%

For any cancellation occurring between 30 days and 3 days before the scheduled beginning date of the service: fees of 30%

For any cancellation occurring less than 3 days before the scheduled beginning date of the service: fees of 100%

11. When picking-up the vehicle

Keep all the documents given to you by the car hire company (agreement, invoice, condition report…)

What happens if I'm late when picking up the vehicle?

Generally speaking, a 30-minute delay is tolerated provided this is during the agency's official business hours.

Beyond this time, the vehicle may be allocated to another customer and your booking will be lost. The agency's contact details (phone and address) are featured on your voucher. It is recommended to inform the car hire company of any delay in order to avoid any misunderstanding.

You must be at the car hire agency at the date and time specified on the voucher

Which documents and guarantees must be provided to the car hire company when picking up the vehicle? (For the main driver and the additional driver)?

The original copy of each document is requested. Photocopies are not accepted.

The car hire company reserves the right to refuse the service should the customer fail to provide any of these documents when picking up the vehicle.

A driving license that has been valid for at least 1 year or 2 years, depending on the selected car hire company
The car hire company requires a valid driving license issued in the name of the main driver.

A valid passport

An international credit card (Visa or Mastercard) issued in the name of the main driver

The voucher issued by Novela Cuba

If you do not present the voucher, the car hire company may rebill the service.

A guarantee.

The main driver's credit card must have a sufficient credit limit to cover the amount of the guarantee. This guarantee corresponds to the amount of the damage excess.

Maestro and Electron credit cards are not accepted by car hire companies.

Additional driver(s) must present a valid driving license and passport in order to be featured on the agreement. There is an additional cost for this option.

Do I have to sign anything at the car hirer agency?

The voucher issued by Novela Cuba is not the rental agreement. The rental agreement is entered into between the customer and the car hire company when the vehicle is picked up. It is subject to the legislation of the country in which the vehicle is hired and is valid for the duration of the rental. It states the car hire company's terms and conditions as well as the additional costs borne by the customer (options, airport tax, etc…).

By signing this document you confirm your acceptance. It is advisable to read this rental agreement carefully and keep a copy of it. Check the options proposed by the car hire company.

Is a security deposit required?

Refer to the question: “Which documents and guarantees must be provided to the car hire company when picking up the vehicle? (For the main driver and the additional driver)”.

Which possible supplements need to be paid for at the agency?

• Insurance (unique and mandatory): even if you pay with a Visa Premier or Gold Mastercard credit card, you'll have to pay for the insurance proposed by the car hire company.

The amount depends on the selected car hire company and type of vehicle: please refer to section “to pay locally”, featuring next to the displayed price.

• Additional driver: The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Drop off fees: if the drop-off location is different from the pick-up location, the car hire company will charge additional fees. The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Airport fees: if you pick or drop the car in an airport, the car hire company will charge additional fees. The amount depends on the selected car hire company: please refer to section “Full details”, featuring next to the displayed price.

• Full tank: the vehicle's petrol tank is full when the vehicle is picked up, and empty when dropped off.

• Baby seat: the availability depends on the car hire company. This option must be paid for directly with the car hire company. Please refer to section “Full details”, featuring next to the displayed price.

Our advice :

Calculate beforehand the amount of all the costs that are to be paid for with the car hire company.

Pay all these costs preferably by credit card.

Should I check the condition of the vehicle when I pick it up?

It is very important to check the condition of the car and note down any specific observation with the agent (bumps and scratches, tyre wear, fuel gauge…). A condition report must be given to you. This is the sole evidence you have of the condition of the vehicle at the time of pick up.

12. During the vehicle rental period

Will I benefit from assistance in the event of the vehicle's breakdown?

In the event of any breakdown or accident, you can call the car hire company's customer service for assistance 24/7.

What should I do in case of an accident or any damage?

Any accident, damage or theft involving the hired vehicle must be reported directly to the car hire company within 2 working days. In the event of an accident, a joint report must be filled in and appended to the accident report. You must also obtain a police report following the accident ; if this is not possible, you must go to the nearest police station to get one. Any theft should also be reported within 48 hours. Failure to observe these formalities infers losing the benefit of additional coverage, unless you can prove that you were prevented from doing so.

What should I do if I get a fine?

Fines must be paid to the car hire company upon the vehicle's drop-off.

Fines are not to be paid to the police. They are reported by the police on the agreement.

How do I modify my booking (after picking up the vehicle?

No refund in case of change or cancellation after the vehicle's pick-up. If you return the vehicle before the scheduled date, the car hire company may refund you the insurance fees already paid at the time of pick-up.

13. When dropping off the vehicle

Should I return the vehicle with a full tank of petrol?

• VIA GAVIOTA
You must return the car with the same number of liters of gasoline that car had when you pick up.

• CUBACAR
Full to empty: the vehicle's tank is full when the vehicle is picked up, and empty when dropped off.

The car hire company will charge the tank of petrol according to its terms and conditions and won't pay you back the fuel remaining in the tank upon the vehicle's drop-off.

What happens if I am late when dropping off the vehicle?

If you return your vehicle after the schedule time stated on your voucher, you will incur costs equivalent to at least 1 day of rental, at the car hire company's rate, to which local taxes and insurances will be applied. In most cases, car hire companies tolerate a 1-hour delay, but they are not obliged to do so !

Should I check the condition of the vehicle when I drop it off?
If the vehicle is not damaged, you must demand a receipt indicating that the vehicle was returned to the car hire company in good condition.

Keep all the documents given to you by the car hire company (agreement, invoice, condition report…)

What happens if the vehicle is damaged?

Depending on the insurance coverage taken out, the car hire company debits the excess amount stipulated in the agreement via credit card. This amount is refunded if you have taken our optional “Refundable Excess Option”.

14. After dropping off the vehicle

How do I make a complaint?

Any complaint must be made in writing to our customer service, within 2 months following the hired vehicle's drop-off date: info@novelacuba.com

You then need to establish a file with the following elements:

• An explanation of your complaint,

• The copy of the voucher Novela Cuba sent you.

• The copy of the agreement you signed at the agency,

• The vehicle's condition report documents (upon pick-up and drop-off),

• The car hire company's invoice, if you have it,

• The extract of your bank statement featuring the car hire company's debit if necessary.

These elements can be sent :

1°) Either by recording them on your customer space on our website.

2°) Or by sending them :

• by email to info@novelacuba.com

• by mail to :

Novela Cuba
14 rue des Minimes
75003 Paris


What is the procedure for requesting the refund of the excess?

To make your excess refund request, we invite you to follow the procedure outlined below

1/ Fill in the declaration form

2/ Establish your file with the following documents :

* Double-sided copy of the signed rental agreement,

* Copy of the invoice and voucher,

* Copy of the excess invoice, credit card receipt featuring the mention “debit” and bank account statement,

* If the Police Department have been informed of the incident, a copy of the police report or acknowledgment of the complaint,

* In case of an accident with a third party, copy of the joint report.

* Copy of the vehicle's condition report upon pick-up and drop-off at the car hire company,

* Statement of bank account information,


The form, together with all these documents, must be sent only by mail to:

Novela Cuba
14 rue des Minimes
75003 Paris

Within a maximum period of 60 days, starting from the end of the rental service, otherwise all your warranty rights shall lapse.

Any incomplete file will be returned.
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