Cancellation and Replacement Policy

This page sets out what happens when plans change: cancelling before delivery, moving dates, returning a car early, refunds, and getting a replacement car after a breakdown or accident. It forms part of the information you receive before booking and is incorporated into your Rental Agreement by reference.

The Rental Agreement you sign at handover, its Summary (Part A) and its Terms and Conditions (Part B) govern every rental. Each point below links to the clause it comes from, and every charge referred to is listed on the Fees and charges page.

Words used on this page

• Booking: a rental Urban Go has confirmed in writing on WhatsApp against a quote reference (UG-XXXX). A quote on its own reserves nothing.
• Delivery Time: the handover time in the confirmation, or the start of the agreed delivery window.
• Dispatch: the moment the car leaves storage for your address. We tell you on WhatsApp when that happens.
• Rental Cycle: 30 days on monthly and package rentals; the paid period on daily and weekly rentals.
• Prevailing Daily Rate: the undiscounted daily price of the car on urbangorentals.com on the day in question; where a car has no published daily rate, its monthly rate divided by 30.
• Equivalent Vehicle: a car in the same pricing tier (Economy, Mid, Upper, Luxury) with the same or more seats and the same transmission.

A booking is confirmed when we send written confirmation on WhatsApp and any payment requested at confirmation has been received. Until then no car is reserved and no charge can arise.

Core fleet: nothing is paid before delivery. You pay at handover by card, payment link, cash or Tabby, as shown on your quote.

Luxury tier and Fleet+ partner cars: a booking payment of one day's rent at the Prevailing Daily Rate (minimum AED 250) is taken at confirmation and credited against your rental. It is refunded in full if you cancel more than 24 hours before Delivery Time, and retained if you cancel inside 24 hours or do not take delivery, because these cars are reserved or sourced from a partner specifically for you.

Cancel by WhatsApp message quoting your booking reference. The time of your message is the cancellation time.

Late-cancellation and no-show charges are taken from any amount already paid. Where nothing was paid, they are invoiced and are payable before any future booking with Urban Go.¹

Source: clause 3 (Rental Period, Return and Holdover) and clause 9 (Drivers and Documents).

We may decline or cancel a booking, before or at handover, where:

• a driver or document does not meet the conditions in the Terms (minimum age 21, licence valid to drive in the UAE for the whole rental, residency and licence match, Emirates ID or passport and visa), or a document cannot be verified;
• payment or the chosen deposit option cannot be completed;
• there is an unpaid balance, an open dispute or a recorded breach from a previous rental with Urban Go or, for Fleet+ cars, with the partner;
• we reasonably believe the rental would breach the Terms, for example intended use outside the UAE, ride-hailing, courier work or driving instruction;
• the booked car becomes unavailable through damage, a late return by a previous renter, a recall or a partner's withdrawal.

Where the car becomes unavailable for a reason on our side, we offer an Equivalent Vehicle or a higher-tier car at the booked price. If you decline, everything paid is refunded in full and no further liability arises on either side. Where the cancellation is for a reason on your side (documents, payment, breach history) and the car was already dispatched, the late-cancellation charge above applies.

Source: clause 9, clause 8 (Prohibited Uses) and clause 12 (Owner's Liability).

• Date changes before Delivery Time: the first 2 at no charge, subject to availability. Each further change to the same booking: AED 50.
• Changing the car before delivery: repriced as a new quote. A change to a lower tier inside 24 hours of Delivery Time is treated as a cancellation of the original booking.
• Changing the handover address: at no charge inside the same delivery zone; otherwise the delivery charge is repriced.
• Shortening the rental before delivery: repriced at the rate tier that matches the new length.
• Extensions: take effect only when we confirm them in writing (WhatsApp or email from our business number or address) and the extension period is paid. On monthly plans, extra days are the monthly rate divided by 30; 30 days or more is a full renewal at the same rate. A car already committed to another customer cannot be extended.
• Keeping the car without a confirmed extension continues the rental day by day at the Prevailing Daily Rate, and after 24 hours without contact may be treated under clause 13.

Source: clause 3 and clause 13 (Termination and Repossession).

Daily, weekly and single-month rentals. If you return the car before the end of a paid period, the days you actually used are recharged at the rate tier that matches them: a monthly rate does not apply to a car kept for less than 30 days, and a weekly rate does not apply under 7 days. Any refund is the difference after that recalculation. No part of a promotional or discounted period is refundable, and delivery, collection, coverage upgrades for days already elapsed and add-ons already supplied are not refunded.

3, 6 and 9 month packages. The package rate is a discount given in exchange for the commitment. You can end a package early by written notice on WhatsApp. On early termination:

1. the current Rental Cycle is paid in full and is not refunded pro-rata;
2. the package discount is withdrawn: the cycles already used are recharged at the standard monthly rate for that car, and the difference is payable;
3. an early termination fee applies: one monthly instalment where you give at least 14 days' notice before the end of the current cycle, two monthly instalments where you give less;
4. the total of items 2 and 3 never exceeds the value of the remaining package;
5. the deposit is released after inspection, once all amounts are settled.

Source: clause 3 and clause 4 (Payment, Charge Authorization and Deposit).

• Refunds go to the original payment method only. Cash payments are refunded by bank transfer to an account in the renter's name. Tabby purchases are refunded through Tabby under Tabby's terms.
• We process a refund within 5 business days of it becoming due (the cancellation, the return inspection or the breakdown confirmation). Card schemes and banks then take their own time, typically 5 to 14 business days, which we do not control.
• Amounts you owe (fines, Salik, fuel, damage, excess kilometres, cleaning, the charges on this page) are deducted before any refund is issued.
• Not refundable: the no-deposit fee, coverage upgrade premiums for days already elapsed, delivery and collection charges once the car has been dispatched, add-ons already supplied, and promotional discounts.

Source: clause 4.

• A refundable deposit or card pre-authorization is released once all amounts under the agreement (rent, extensions, fines, Salik, damage, black points) are settled and cleared. Traffic fines can take up to 30 days to appear in RTA systems, so release follows the fines check.
• We may release the deposit in part and hold back an amount reasonably estimated to cover pending fines, Salik or damage. We tell you the estimate in writing and account for the balance once the amounts are known.
• With the no-deposit option nothing is held and nothing is released; amounts owed are charged to the payment method on file.

Source: clause 4.

What you do

Stop driving as soon as a fault or warning light appears, park safely, and call +971 50 500 3965. Do not attempt repairs, do not instruct a garage, and do not keep driving a car with a warning light on. Hand the keys and documents to the recovery operator when asked.

What we do

Roadside assistance is included in every rental, 24 hours a day. We use reasonable endeavours to provide an Equivalent Vehicle. Our aim inside Dubai is a replacement within 4 operating hours; that is a service standard we work to, not a contractual term. Where no Equivalent Vehicle is available, you choose between:

• a car one tier lower, with the rent reduced pro-rata to that car's rate for the days concerned;
• a car one tier higher at no extra charge; or
• a pro-rata refund or credit of prepaid rent for each full day without a car, which is the minimum remedy under clause 12.

Replacement is delivered within our delivery zones in Dubai. Outside Dubai, or between 21:00 and 09:00, replacement is arranged for the next operating window and the pro-rata credit runs in the meantime.

What is not a breakdown

Wrong fuel, running out of fuel, a flat battery from lights or accessories left on, punctures and tyre damage, lost or locked-in keys, damage from a prohibited use, and any fault that follows continuing to drive after a warning light. These are charged at cost plus the applicable fees on the Fees and charges page, and recovery is charged at cost.

Continuity

The replacement runs under the same agreement, deposit, coverage option and end date. Mileage allowance carries over on a combined basis. Fines, Salik and damage on the replacement are your responsibility from its handover.

Source: clause 2 (The Vehicle and its Condition), clause 7 and clause 12.

Every accident, including a minor scratch, needs a police report before any repair or replacement. Call 999, obtain the report of the emirate concerned, then call +971 50 500 3965. Do not admit liability on our behalf or agree a private settlement. What happens next follows the report and the coverage option on your Summary:

• Not at fault (green report): no excess and no charges. An Equivalent Vehicle is provided where available on the terms in the breakdown section; where none is available, the pro-rata credit applies.
• Parked and hit by an unknown vehicle, report confirms: your Excess only. Replacement as above.
• At fault (red report): your Excess, downtime at the Prevailing Daily Rate for the repair days, diminished value on repairs over AED 5,000 and the AED 550 damage administration fee; Full Cover waives the last three. A replacement is at our discretion and, if provided, is a new handover with a fresh deposit or no-deposit selection and the Excess reset for the new car.
• No valid report, or a voiding breach under clause 8: the full cost of repair, no replacement, and we may end the rental.
• Total loss: the agreement ends on the date of loss. Rent is settled to that date and your liability follows the report and coverage option. We may offer a new agreement for another car.
• Second at-fault incident in the same rental: we may decline a further replacement and end the rental with rent settled to date.

The Renting guide explains the coverage options in detail.

Source: clause 7 (Insurance, Liability for Damage and Accidents) and clause 8.

• At renewal (monthly and packages): one swap per Rental Cycle at no administration charge, subject to availability. The new car is quoted at its own rate; a package discount carries over if the new car is in the same or a lower tier.
• Mid-cycle at your request: subject to availability. The delivery and collection charges apply plus a AED 100 administration charge, and rent is recalculated pro-rata from the swap date.
• Service swaps at our request: we may exchange the car for routine maintenance, registration renewal, a recall or an inspection. We give at least 24 hours' notice where practicable and provide an Equivalent Vehicle or better at no charge. The continuity terms in the breakdown section apply.
• Plate change: on every swap you are responsible for updating the plate in Parkin, Mawaqif, Salik and any other app the same day. Parking fines and toll penalties from an un-updated plate are your cost. Our guide to paying for parking in Dubai covers what to do after a swap.
• Condition record: each swap is a new Vehicle Out / In record with photographs, and you accept the replacement as recorded at handover.

Source: clause 2, clause 3 and clause 5 (Salik, Fines and Black Points).

Fleet+ cars are sourced from other licensed operators under Urban Go's dealer and agency authorisation and contracted in Urban Go's name. In addition to the sections above:

• the booking payment in the confirmation section applies, and is retained on cancellation inside 24 hours or after the partner has confirmed allocation, whichever is earlier;
• a replacement after a breakdown comes from Urban Go's own fleet or another partner and may be a different make or model within the same tier;
• the sourcing lead time shown on the car's page applies to replacements as well as to first delivery;
• a service swap may be requested by the partner; the swap terms above apply.

We are not liable for delay, unavailability or cancellation caused by events beyond our reasonable control, including severe weather and flooding, road closures, government or RTA action, civil disturbance, strikes, public-health restrictions, supplier failure or damage to the car by a third party. In those cases we offer a rescheduled delivery or a full refund of prepaid amounts, and no other liability arises. If such an event stops you taking delivery, you may cancel at no charge on producing reasonable evidence.

Source: clause 12.

• Version 1.0, effective 26 September 2026. The version in force when you book applies to that booking. We may publish a new version for future bookings.
• Where this page and your signed Rental Agreement differ, the agreement, its Summary and Part B prevail. Where this page and a marketing page or FAQ differ, this page prevails.
• Everything on this page starts with a WhatsApp message to +971 50 500 3965 quoting your UG-XXXX reference. Messages from other numbers, or emails from addresses other than @urbangorentals.com, do not bind Urban Go.
• Handovers and returns run from 09:00 to 21:00; returns outside those hours attract the after-hours fee on your Summary.
• Nothing on this page limits your rights under UAE consumer protection law. Disputes are handled first on WhatsApp or by email to Admin@urbangorentals.com.

¹ T&C apply. Governing law and jurisdiction are as stated in clause 14 (General) of the Terms.