Before you book
Renting with Urban Go
Plain answers about how renting from Urban Go works. The full Terms and Conditions, the same ones every customer signs, are at urbangorentals.com/terms.
What do I need to rent?
Every driver must be 21 or older and hold a licence valid to drive in the UAE for the whole rental. UAE residents: Emirates ID and UAE licence. Visitors: passport and home-country licence, with an International Driving Permit where required. A young-driver fee applies when any driver is under 25; it is shown on your quote.
How do the coverage options work?
Every rental includes a coverage option: Standard, Smart or Full. Your Excess is the most you contribute to repairing the car per incident, and it is printed on your agreement before you sign. Full Cover is the walk-away option: on an at-fault accident it also waives the downtime, diminished-value and damage-administration charges. Glass and tyres are covered only under Full Cover; keys are not covered under any option.
What happens if I have an accident?
Call 999 first, get the police report of the emirate where it happened (in Dubai, the Dubai Police app), then call us on +971 50 500 3965. If the report shows you were not at fault, you pay nothing. If your parked car was hit by an unknown vehicle and the report says so, you pay only your Excess. If you were at fault, you pay your Excess plus downtime (up to 30 days), diminished value on repairs over AED 5,000, and a AED 550 administration fee, and Full Cover waives those three. The police report matters because without it no insurer can pay, and the full cost would fall to you.
What about fines, Salik and black points?
Fines and Salik are billed at cost plus small admin fees (AED 20 + AED 10 per fine; AED 1 per Salik pass). You pay first, and you can then petition the authority directly. Black points transfer to your own licence within 3 days; each point not transferred is AED 200.
How does the deposit work?
Choose the option that suits you: refundable deposit, card pre-authorization, or a no-deposit fee. Whatever you owe at the end (fines, Salik, damage, black points) is settled from it, and it is released once everything is cleared. Traffic fines can take up to 30 days to appear in RTA systems, which is why the fines check comes before release.
Fuel and mileage?
Return the car with the same fuel level you received it, measured in quarter-tanks; each missing quarter is AED 50 plus a AED 50 refuelling service. Your mileage allowance and the excess-kilometre rate are printed on your agreement.
Can I extend my rental?
Yes. Message us on WhatsApp; the extension applies once we confirm it in writing and it is paid. Keeping the car past your period without a confirmed extension is charged day by day at the Prevailing Daily Rate (the market daily price, without your discount), so confirm before your end date.
Can I return early?
Yes. The days you actually used are recharged at the rate matching them (a monthly rate needs a month), and any balance is calculated after that.
Where can I drive?
Anywhere in the UAE. The car cannot leave the country: insurance does not extend beyond the UAE border.
Can someone else drive?
Yes, an additional driver named and verified on your agreement, at the additional-driver fee shown on your quote, charged per rental cycle. Unnamed drivers void all cover.
What are the return hours?
09:00 to 21:00, at the location where your rental started. Returns between 21:00 and 09:00 carry an after-hours fee, shown on your agreement, and the car remains your responsibility until we inspect it.
What if the car breaks down?
Call us. We may provide a replacement where one is available; otherwise your rent for the time without a car is refunded pro rata.
How do payments work?
Card, cash, payment link and Tabby where available. Charges that arise after return, such as fines or damage, are charged to the payment method on your agreement, per the contract you signed. Balances over AED 500 left unpaid for more than 7 days accrue 12% per annum plus AED 50 per day plus collection costs, so settle promptly and it costs nothing extra.
Which language governs?
The contract is drawn up in Arabic as its authentic text, with English provided for convenience. Both are published in full on our Terms and Conditions page.