FREQUENTLY ASKED QUESTIONS

Due to the current Covid-19 crisis, we have increased the frequency of our disinfection efforts and are using govt approved sanitization liquids. For this to be financially sustainable, we are now imposing a small fee of 5AED per trip which will be reflected in your final invoice.

ABOUT UDRIVE

Udrive is the first car sharing provider in the Middle East that provides car rental by the minute. You can drive a car from anywhere to everywhere at any time and only pay as you drive. The simplest and most flexible way of renting a car whenever you need.

Our current fleet includes the newest models of Mercedes Benz A Class, BMW 318i, Ford Mustang, Nissan Tiida, Nissan Kicks, Ford EcoSport, Chevrolet Aveo Sedan, Toyota Yaris Hatchback, Nissan Sunny, Nissan Sentra, Peugeot 208, Nissan Micra, Chevrolet Aveo Hatchback, Chevrolet Spark, Toyota Yaris Sedan, Ford Focus, Toyota Corolla,

The satisfaction of our customers is most important to us. We will be conducting surveys to serve you better. If we notice a sufficient demand on a specific model, we will ensure to match your expectations.

All Udrive cars have automatic transmissions.

Follow these simple steps:

  1. Download the app on Apple Store or Google Play
  2. Create an account and complete all your personal details
  3. Verify your email address via an email sent to your email account
  4. Submit your credit card details
  5. Submit your identity documents and drivers licence.
  6. Wait for us to approve your licence details. We will inform you by email once approved

LOCATIONS

You can use the car outside the city from where you have started your trip, provided that you will return the car only back within the border of the same city. This will avoid any additional costs. However, our Udrive Intercity allows Sharjah/Ajman and Abu Dhabi Fleet to use the fleet interchangeably at a nominal service fee as per the Udrive Pricing and Penalties.

In case if you return the car in any other city than from where you have picked it other than Udrive Intercity, charges apply as per the Udrive Pricing and Penalties.

Dubai fleet MUST start and end their trip in Dubai. Abu Dhabi or Sharjah/Ajman fleet must not end their trip in Dubai

No, it is strictly forbidden to use the car outside the UAE.

Udrive’ s intercity service allows users to drive to and from Abu Dhabi, Sharjah and Ajman. A nominal Intercity service fee will be charged in addition to the normal trip charges, enabling customers to drive, for example, from Sharjah / Ajman to Abu Dhabi or vice versa, and end the trip there.

PARKING

Yes you can, but you must pay for the parking. Also DO NOT end your trip in Dubai or vice versa. This is due to regulations

Every car can be identified with the number plate which is issued by the respective authorities. For ex: Sharjah/Ajman fleet have Sharjah Number Plate and similarly for other fleet.

The Dubai fleet can be parked in the Dubai RTA Parking Zones A, B, C and D and any unlimited free parking. The free parking needs to be uncovered and have unlimited access for anyone (e.g. not in communities).

If you park in RTA Zones E, F, G, H, K, L you are required to send an email immediately to us on parking@udrive.ae before leaving the car, Just mention the Plate Number of the car you parked and the Parking Zone. The client can end the trip for Dubai Fleet only within Dubai.

Please note for RTA Parking Zone I and J it is not currently covered by Udrive.

The Sharjah/Ajman fleet can be parked ONLY in Free Public Parking in Sharjah/Ajman and in Abu Dhabi Free Public Parking or Mawaqif Standard parking. In case you end Sharjah/Ajman fleet in Mawaqif Standard Parking then an email to be sent to parking@udrive.ae to avoid any fine. The free parking needs to be uncovered and have unlimited access for anyone (e.g. not in communities).

The Abu Dhabi fleet can be parked in any Standard Mawaqif Public parking in Abu Dhabi and any unlimited free parking in Abu Dhabi, Sharjah and Ajman. The free parking needs to be uncovered and have unlimited access for anyone (e.g. not in communities).

Our team is continuously working on enhancements and will be increasing the number of allocated parking spaces from time to time at important points of interest within the city.

You will be liable for all additional parking charges or fines that will be caused by yourself until we detect that you have parked the car at a chargeable spot and remove the car, as well as for costs from removing the car from that spot. Udrive is just covering the costs for those parking areas mentioned as included in our costs as per the Udrive terms and conditions.

No. You cannot end your trip inside a mall parking.

TECHNICAL

  1. Access our App by using your username and password or login through our website.
  2. Find a car on the map that you want to drive, click reserve to reserve the car for 15 minutes or click drive now if you are at the car.
  3. On the next section use the slide to unlock button to unlock the car. Depending on the interenet connection it can be instant or take a few seconds to open.

In case of any issues the app will offer you the option to contact our 24/7 call centre or you can contact us directly by calling 800-udrive. We will ensure to assist you immediately.

If you plan to have a stopover during your journey with Udrive, you can park the car at other chargeable spots and cover the costs yourself at the same time.

Please note that the minute charges do not include any additional parking costs that you might cause through parking at any spots that are subject to a charge. Any additional charges caused by parking at a fee required or traffic violating spot will be invoiced to the Udrive member.

The app will give you the option to resend the command to open the car.

If any issues, please contact us at 800-udrive and one of our Udrive Customer Service Representatives will assist you immediately.

It is required that you return the Key Fob / Key Chip back to the box on the dashboard to end your trip and not be charged anymore. If you forget to end your trip and/or return the Key Fob / Key Chip into the terminal the car will remain reserved in your name and it cannot be reserved or booked by another client. In this case you will be liable for the costs as per the fees and penalties listed on our website.

DAMAGE/CLEANLINESS

Udrive cars are cleaned and refuelled based on the customer feedback through our app and our own surveys, as well as by independent intervals.

In case if a car is low on fuel with less than 15%-25%, you can refuel the car from the below Gas Stations:

  • For Dubai cars: ENOC/EPPCO Gas station
  • For Sharjah/Ajman Cars: ADNOC Gas station
  • Abu Dhabi: ADNOC Gas station

All you need to do is to visit one of the petrol stations and ask the staff to refuel your car. You do not need to pay or present any kind of identification. We will provide 10 minutes equivalent of credit for free for filling the car.

Please note that Udrive will not accept any claims for payments that a member/customer or any other third party does on our behalf. We advise you to contact our Customer Service Representative on 800-udrive or customerservice@udrive.ae in case if you are asked to make a payment for fuel or anything else which is not your responsibility.

In case if the car is dirty inside or outside, please inform us through using the rating in the app or by contacting our Customer Service Team.

To ensure the cleanliness for all our members, we ask you for your feedback every time you use our service. If we notice that a clean car has been returned dirty from inside, we will charge a service fee / penalty depending on the dirtiness as per the fees and penalties listed on our website. Please note that Udrive reserves the right to charge a fee according to its own judgement

ACCOUNT

Only the member who is registered with their driving license and national identification or passport. It is strictly forbidden to allow someone else to use the car under your account, fines will apply as per Udrive pricing schedule.

After registering with us, which takes only two minutes if you have your documents ready, it takes between 1 hour and 4 hours until you are authorized to drive assuming you submit readable documents.

We reserve ourselves the right to ask for the presentation of your original documents.

You can contact us on 800-udrive or customerservice@udrive.ae if you have any questions or concerns.

Only yourself. It is not allowed to let someone else (even another member) drive when you are logged in or have booked the car. This is due to the Dubai Police requirements. Udrive Fees will apply.

Yes, you can contact us on 800-udrive or customerservice@udrive.ae to receive further information.

You can see your balance of free credits and any promotional credits in your wallet inside the mobile app. Please note that credits may come with limitations, which include validity of credits and usage. This can be seen inside the wallet.

Please note that promotional or free minutes cannot be paid out in cash. They can only be used for trips with Udrive.

Take your first trip within 7 days after successful activation of your account and the first 30 minutes is on us.

To cancel your account, please send us an email to our 24/7 customer service on customerservice@udrive.ae.  With the reason of cancelation. Please note that we will delete all your data after cancelling your account from our systems and will not be able to recover this information.

You can become a member from any part of the world, but Udrive services are currently only available in the UAE.

Udrive does not charge monthly membership fees. You only pay by the minute!

ELIGIBILITY

We accept all international driving licenses as well as the local driving licenses of the following countries: Austria, Belgium, Spain, Germany, France, Ireland, Netherland, Italy, United Kingdom, Turkey, Greece, Switzerland, Norway, Denmark, Sweden, Romania, Poland, Finland, Portugal, Canada, United States of America, Kuwait, Saudi Arabia, Bahrain, Oman, Qatar, South Korea, New Zealand, Hong Kong, Japan, Australia, Singapore, South Africa

If you do not have an international driving license or one of the above mentioned countries’ local driving license you can contact us on 800-udrive or customerservice@udrive.ae to receive further information on the acceptance of your country’s driving license.

Children can ride with you in our Udrive cars only under the condition that you ensure the safety and traffic requirements according to the rules and regulation of the RTA and the laws of the United Arab Emirates.

ACCIDENT/BREAKDOWN

In case of an accident, please ensure first your own safety and then the safety of other parties involved. Please inform the police by contacting 999 or any other available way of communication as well as the ambulance if required.

Once the above is ensured, kindly contact us on 800-udrive. Our Udrive Customer Service Representatives will assist and advise you further immediately.

You can use the submit damage section on the mobile app to send us pictures of damage or uncleanliness in the car. If you are concerned about the damage or cleanliness please call 800-udrive to inform one of our Udrive Customer Service Representatives.

Yes, Udrive provides road side assistance for the whole Udrive fleet. Our 24/7 Customer Service Representatives will be available on 800-udrive in case of any emergencies or issues at all times.

MISC

In case of any lost items, please contact our 24/7 Customer Service on 800-udrive or customerservice@udrive.ae. Udrive is not liable for any losses or damages on the items.

Please note that Udrive does not take any responsibility for any lost or damaged items or belongings.

In case you find anything in your Udrive that does not belong to you and is not part of the Udrive equipment, please contact our 24/7 Customer Service on 800-udrive or customerservice@udrive.ae.

We will keep any lost and found items for max seven ( 7 )  days.

Make sure to claim your lost and found items on or before seven ( 7 ) days.

Yes, you can use the valet parking during your journey at your own expense. Udrive will not be liable for any parking costs except of those which we have included in our service according to our terms and conditions.

FUELING

You don’t have to worry about the fuel, fuel is on us. You will be charged only the rate per minute.

Udrive vehicles are equipped with an RFID system and can be refueled at any EPPCO/ENOC petrol stations in Dubai and ADNOC petrol stations in Sharjah/Ajman and Abu Dhabi. You just need to visit any of the mentioned stations nearby and the customer service will refuel your car. You do not need to pay or present any kind of identification.

If there is damage to the RFID reader and the petrol station is unable to service you automatically, you can pay for the trip yourself and we will reimburse you. Please note that the receipt needs to contain the car licence plate details. We advise you to contact our Customer Service Representative on 800-udrive or customerservice@udrive.ae after making such a payment

Yes, we reward our members every time they refuel a car. You receive the equivalent of 10 minutes worth of free credits.

Please note that the free minutes cannot be refunded in cash and are applied to your wallet for future trips. (Applicable only on per minute usage.)

CHARGES/BILLING

We appreciate if our members refuel the car when it goes below the 15% fuel level and reward our members for that. In case if the fuel is getting at a lower level and our members decide to not refuel it themselves, we notify the member to stop their journey before the 15% level and ensure that one of our Customer Service Representatives refuel the car on time before another journey starts.

Salik costs are on you. Invoices for Salik are sent separately to your email ID. Udrive charges you only a small administration fee as per the fees and penalties listed on our website.

The excess fee is a contribution you are required to pay towards a claim that needs to be raised to our insurance. This fee is payable only if an accident or damages is caused for which you receive a white or red report from the police. This means if you have caused the accident (red report) or the police decides that the parties involved in an incident cover their own costs (white report), you will be charged the excess fees as per the fees and penalties listed on our website.

In case of any queries/ faults regarding your invoices or trip records, please contact our 24/7 Customer Service on 800-udrive or customerservice@udrive.ae

Payments and invoices are generated instantly after finishing your trip. If we are unable to charge your card due to no funds or card issue, we will try again periodically during the day. After 2 attempts if we are unable to charge your card your account will be blocked and you will no longer be able to take any trips.

If you are taking a long journey, greater than a few hours Udrive reserves the right to automatically charge parts of your journey as your trip increases in value. At the end of your trip we will only deduct the remaining amount that has not been charged.

Kindly note that we receive details of fines only after your trip and do not have any influence on that. You might receive a notification from use several weeks after your trip depending on when we get notified by the concerned department. This does not waive your liability.

It is strictly forbidden to carry pets in the Udrive fleet. Udrive pricing schedule and potential cleaning charges might apply.

No, smoking is strictly prohibited in the car. In case if we find either any smell or damage caused due to smoking, you will be liable to pay a fee as per the Udrive pricing schedule listed on our website in addition to the costs of the damages.

No, it is strictly forbidden to let someone else drive the car whilst you have booked it. It is a traffic violation and can lead to legal consequences against you. Fines will apply as per the Udrive pricing schedule listed on our website.

All fines will be charged separately after 5 business days, with an additional administration charge as per the Udrive pricing schedule on our website.

All fines will be charged automatically on your preferred payment method.

RESERVATIONS

You can cancel your reservation inside the app after you have made a reservation

This is when you wish to keep the car but want to notify that you are not actively using the car. You will continue to pay a per minute fee on per minute fleet cars. For daily cars there is no charge.

Technically park mode is equivalent to locking the car when enabled and unlocking when disabled.

If you like to keep the car or have a stopover, please do not log off or return the key to the box on the dashboard. You can lock the car by using the key when you leave the car. Please note that you will be charged the price per minute for stopovers when the car is switched off but not returned/logged off.

Please note that the app will still offer you the option to log off and try to lock the car, even though you have not returned the key to the terminal (this is called park mode). This does not mean that you have ended your booking. You will be charged for the costs until you end your booking correctly.

You can reserve a car for 15 minutes. If you do not use the trip we will charge you as per our terms and conditions Udrive Fees.

In case of any special requests, please contact us on 800-udrive or customerservice@udrive.ae.

In case of extensions please contact us on 800-udrive or customerservice@udrive.ae. Costs may apply.

Ending your trip with Udrive is very simple. Turn off your engine and take out the keys and put the Key Fob/Key Chip back in the box on the dashboard. After that, please use your Udrive mobile app to lock the car and end your trip.

In case of stopover, simply keep the car keys with you and lock the car with your car keys or use the park mode button to lock the car.

Yes, you can join us now if you fulfill the below criteria.

  • 25 years old or above
  • 1 year driving license back home or local
  • International licenses of below countries are accepted.

Austria, Belgium, Spain, Germany, France, Ireland, Netherland, Italy, United Kingdom, Turkey, Greece, Switzerland, Norway, Denmark, Sweden, Romania, Poland, Finland, Portugal, Canada, United States of America, Kuwait, Saudi Arabia, Bahrain, Oman, Qatar, South Korea, New Zealand, Hong Kong, Japan, Australia, Singapore, South Africa

Yes, but only for unused reservations. As per the Udrive pricing schedule. If you take a trip with the same reservation you will not be charged.

Please contact our 24/7 Customer Service on 800-udrive or customerservice@udrive.ae for more information.

The car keys are on top of the dashboard inside a box.