Legal
Cancellation & Refund Policy
Plans change. Here is exactly what happens if yours do.
We use cookies to measure how the site is used and how well our ads work. You can decline and the site still works normally. Privacy Policy
Legal
Plans change. Here is exactly what happens if yours do.
Last updated 19 August 2026
We rent vehicles rather than sell goods, so there is nothing to return in the usual sense. What matters instead is what happens when you cancel, shorten or change a booking — and that is what this page sets out. It forms part of our Terms & Conditions.
01
What you get back depends on how much notice you give us before your pick-up time:
| Notice given | Refund |
|---|---|
| More than 48 hours before pick-up | Full refund |
| 24–48 hours before pick-up | 50% refund |
| Less than 24 hours before pick-up | No refund |
| No-show without contacting us | No refund |
To cancel, email or call us with your booking reference. Cancellations take effect when we receive them, so please contact us directly rather than only replying to an automated email.
02
If we cannot supply your vehicle or an equivalent one, you receive a full refund of everything you have paid, regardless of notice. If we offer an alternative vehicle and you would rather not take it, that is also a full refund.
If we decline a rental at handover because the driver requirements in our Terms are not met — no valid licence, for example, or a driver below the minimum age — the booking is treated as a same-day cancellation and the table above applies.
03
Changing dates, vehicle or pick-up location is free where availability allows, and is not treated as a cancellation. If the new booking costs more, the difference is payable; if it costs less, the difference is refunded.
04
Rentals are charged for the full period reserved. Returning the vehicle early does not reduce the amount due, because the vehicle was held out of the fleet for your dates. If your plans are uncertain, book the shorter period and extend it — extensions are straightforward.
05
A security deposit is not a payment and is never part of your rental total. If you chose With Deposit, the AED 1,500.00 held at handover is released within 14 working days of the vehicle being checked in.
We deduct from it only what is genuinely outstanding — Salik tolls, traffic fines, missing fuel or damage. If anything is deducted, we tell you what it was for.
Fines can take weeks to reach us. Where a fine arrives after your deposit has been returned, we will contact you for payment separately.
If you chose No Deposit Required, the Cardoo cover fee of AED 25.00 per day is a charge rather than a deposit, and is not refunded at the end of the rental.
06
Refunds go back to the original payment method. Once we process one, it usually takes 5–10 working days to appear, depending on your bank. Refunds are made in AED; if your card is in another currency, the amount you receive may differ slightly because of exchange rates and any fee your bank charges. That difference is outside our control.
07
Contact us with your booking reference and we will handle it. If something has gone wrong, tell us — we would rather fix it than have you leave unhappy.