Customer service and complaints

Budget Ecuador Customer Service and Complaints

Courtesy translation: in case of any discrepancy, the Spanish version prevails. Last updated: 07/06/2026

For Budget Ecuador Customer Service and Complaints, we provide our customers with official channels to submit inquiries, requests, grievances or complaints related to bookings, rentals, charges, deposits, customer service, vehicles, insurance, coverage or other aspects of our operation.

Our goal is to handle each request clearly, responsibly and within reasonable time frames, in accordance with our internal policies, contractual documents and applicable regulations of the Republic of Ecuador.

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1. Identification of the service provider

The service is provided by:

FINAMERICA S.A. (AVIS | Budget Ecuador)
RUC (tax ID): 0990652570001
Address: Av. La Coruña N28-14 y Manuel Iturrey, Quito – Ecuador
Email: reservas@avisbudget.com.ec
Phone: +593 98 816 9184
Website: budget.com.ec

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2. Official service channels

Customers and users can contact Budget Ecuador through the following official channels:

Email: reservas@avisbudget.com.ec
Phone / WhatsApp: +593 98 816 9184
Website: budget.com.ec
Offices: The available offices and service points will be those published on our official channels.

We recommend using only the official channels published by Budget Ecuador to avoid fraud, communication errors or misuse of personal information.

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3. Types of requests that can be submitted

Through our service channels, customers can submit requests related to:

• General inquiries about vehicle rental services.

• Requests for information or quotes.

• Booking follow-up.

• Changing or canceling bookings.

• Requirements to rent a vehicle.

• Vehicle delivery or return.

• Inquiries about rates, payments, guarantees or deposits.

• Inquiries about insurance, coverage, deductibles or exclusions.

• Reports about damage, fines, additional charges or outstanding amounts.

• Complaints related to service, billing or customer experience.

• Requests related to personal data, in accordance with the Privacy Policy.

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4. Information needed to handle a request or complaint

To properly handle a request or complaint, the customer must provide clear, complete and verifiable information. Depending on the case, we may request:

• Customer’s first and last names.

• ID card, passport or identity document number.

• Email and contact number.

• Booking, contract or invoice number, if applicable.

• City or office related to the service.

• Vehicle pick-up and return dates, if applicable.

• A clear description of the inquiry, grievance or complaint.

• Documents, receipts, photographs, emails or evidence supporting the request.

Insufficient information could prevent or delay the handling of the request.

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5. General service process

Budget Ecuador will seek to handle requests and complaints according to the following general process:

1. Receipt of the request: the customer submits their inquiry or complaint through an official channel.

2. Registration and initial review: the information provided is reviewed and, if necessary, additional documents are requested.

3. Case analysis: the booking, contract, billing, vehicle condition, previous communication, applicable policies and other background are verified.

4. Response to the customer: a response, solution, clarification or decision is communicated as appropriate.

5. Case closure: once the request has been handled, the closure of the request will be recorded in accordance with internal procedures.

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6. Response times

Budget Ecuador will seek to respond to inquiries, requests and complaints within a reasonable time, considering the nature of the case, the information available, the complexity of the request and the need for internal or third-party checks.

Some cases may require more time for analysis, especially when they involve insurance claims, damage, fines, guarantees, bank charges, insurers, external providers, authorities or additional documents.

If more information is required, Budget Ecuador may contact the customer through the means provided.

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7. Complaints related to bookings and rentals

Complaints related to bookings, availability, delivery, return, rates, charges, guarantees, insurance, coverage, damage, fines, fuel, mileage, cleaning, delays or any other aspect of the rental will be reviewed in accordance with:

• The booking request or confirmation.

• The corresponding rental contract.

• The current commercial conditions.

• The Rental Conditions published by Budget Ecuador.

• The documents given to the customer.

• Applicable regulations.

Submitting a complaint does not automatically suspend payment obligations, outstanding charges, guarantees, administrative processes or responsibilities assumed by the customer, unless Budget Ecuador expressly states otherwise.

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8. Complaints related to payments, guarantees or charges

When the complaint relates to payments, guarantees, deposits, pre-authorizations, card holds, additional charges or refunds, Budget Ecuador may require receipts, statements, bank documents, invoices, contract number or any other information needed to verify the case.

The release of guarantees, deposits or holds may depend on the processing times of Budget Ecuador, issuing banks, payment processors and the corresponding financial institutions.

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9. Complaints related to damage, fines or insurance claims

Cases related to vehicle damage, insurance claims, accidents, theft, losses, fines, traffic violations, administrative charges or third-party claims will be analyzed in accordance with the rental contract, vehicle report, documents submitted, Budget Ecuador policies, coverage conditions, insurers and applicable regulations.

The customer must promptly report any accident, damage, theft, insurance claim or emergency through the official channels and follow the instructions provided by Budget Ecuador.

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10. Personal data protection when handling complaints

To handle inquiries, requests or complaints, Budget Ecuador may process the customer’s personal data, including contact, identification, booking, contract, billing, payment, communication, document and evidence data related to the case.

This data will be processed in accordance with the Privacy Policy of Budget Ecuador and the Organic Law on Personal Data Protection.

To learn how Budget Ecuador collects, uses, retains and protects personal data, the customer can review the page Privacy Policy.

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11. Personal data requests

If the customer wishes to exercise rights related to their personal data, such as access, rectification, updating, deletion, objection, suspension, portability or withdrawal of consent, they can send a request to:

Email: reservas@avisbudget.com.ec
Suggested subject: Personal Data Protection Request

The request must include full name, identity document, contact email, the right to be exercised and a clear description of the request.

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12. Relationship with the service conditions

Inquiries or complaints related to requirements, bookings, delivery, return, guarantees, insurance, payments, damage, fines or customer responsibilities will also be reviewed in accordance with the Rental Conditions of Budget Ecuador.

Use of the website, forms, links, content and digital channels is additionally governed by the Terms and Conditions published at budget.com.ec.

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13. Use of unofficial channels

Budget Ecuador will not be responsible for requests, payments, delivery of documents, communications or complaints made through unofficial channels, fake profiles, unauthorized numbers, unrecognized intermediaries or external websites that do not belong to Budget Ecuador.

We recommend always checking that the channel used matches the details published at budget.com.ec.

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14. Communication with the customer

Budget Ecuador may contact the customer by email, phone, WhatsApp or other channels provided by the user to request additional information, follow up, respond to complaints or communicate decisions related to the case.

The customer is responsible for providing correct, up-to-date and reachable contact details.

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15. Direct resolution and competent authorities

Budget Ecuador will seek to handle complaints directly, clearly and promptly, looking for a reasonable solution in accordance with the contractual documents, applicable policies and Ecuadorian regulations.

Notwithstanding the above, the customer may exercise the rights and actions available to them before the competent authorities, in accordance with the laws in force in Ecuador.

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16. Updates to this page

Budget Ecuador may update this Customer Service and Complaints page to reflect legal, operational, commercial, technical or customer service changes.

The current version will be available at budget.com.ec and will show the date of the last update.

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17. Contact

For inquiries, requests or complaints, you can contact Budget Ecuador through:

Budget Ecuador
Email: reservas@avisbudget.com.ec
Phone / WhatsApp: +593 98 816 9184
Address: Av. La Coruña N28-14 y Manuel Iturrey, Quito – Ecuador
Website: budget.com.ec