ABOUT UDRIVE

What is 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.

Which cars does UDrive offer?

Our current fleet includes the newest models of Toyota Yaris, Peugeot 208 and Nissan Tiida.

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.

Does UDrive have automatic or manual transmission?

All UDrive cars have automatic transmissions.

Can I use my car outside Dubai (the green business zone on the app)?

You can use the car outside the green business zone, provided that you will return the car within the green business zone. This will avoid any additional costs.

In case if you return a car outside the business zone, charges between 150 AED and 400 AED will apply.

Can I use my car outside the UAE?

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

Maximum Usage

We currently offer a maximum usage of 6 hours.

SIGNUP & REGISTERATION

How do I register/join?

You can register yourself with UDrive on our website www.udrive.ae. All you need for registering with UDrive is your basic personal information, a copy of your driving license and identity card or passport and visa and a credit card to activate your account.

Who can join?
You can join us now if you fulfill the below criteria.
  • 23 years old or above
  • 1 year driving license back home or local.

In case if you do not fulfill the above criteria, please contact our Customer Service Representatives on 800-UDRIVE or customerservice@udrive.ae. We check case by case if exceptions can be made.

How do I drive?

After registering with UDrive you receive an activation email which confirms that you can access our mobile app (for iOS and Android) with your username and password.

Optionally, you can purchase a membership card.

By using your app or membership card you can open the car. After opening the car you will find the key in the UDrive terminal which is in the glovebox of the car.

You need to type the PIN (which is provided to you upon the activation of your account) in the terminal to use the key to start the car and drive!

Visit our "How it works" page to find the instruction video on how to use UDrive!

How do I book a UDrive?

Access our App by using your username and password or login through our website.

Click on the green car icon. Go to the next step by simply clicking on the green car with the tick. You will see once again all details of the car and have the choice to “reserve” or “start direct”.

Once you are close enough to the car you can click on “start direct” to book your car and follow the next steps to open the car.

If you have a membership card, you can book your UDrive by simply holding your card in front of the card reader at the bottom left side of the front windshield. This will also open the car for you.

How do I reserve a UDrive?

Access our App by using your username and password or login through our website.

Click on the green car icon. Go to the next step by simply clicking on the green car with the tick. You will see once again all details of the car and have the choice to “reserve”. The reservations are each time limited to 15 minutes.

You can go through the same above process to reserve a car on our website if you only use a membership card instead of a mobile.

How can I cancel a reservation?

You can cancel your reservation by calling us on 800-UDRIVE.

How do I keep the car when I need it again?

If you like to keep the car or have a stopover, please do not log off or return the key to the terminal. 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 does not mean that you have ended your booking. You will be charged for the costs until you end your booking correctly.

For how long can I reserve a car?

You can reserve a car for 15 minutes.

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

Can I extend my reservation?

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

How do I end my trip?

Ending your trip with UDrive is very simple. Turn off your engine and take out the keys and put it back to the UDrive terminal and follow the instructions accordingly. After that, please use your UDrive mobile app to lock the car when you are outside the car. If you have a membership card, please hold your card on the card reader until the doors are locked.

How do I make a stopover?

In case of stopover, simply keep the car keys with you and lock the car with your car keys. You will be charged the stopover charges until you open the car again.

Do I pay any membership fees?

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

Can I use UDrive as a tourist in the UAE?

Yes, you can join us now if you fulfill the below criteria.
- 23 years old or above
- 1 year driving license back home or local

Where are the car keys?

The car keys are inside the UDrive terminal which is in the glove box in front of the front passenger seat.

Can I book a car delivery?

Yes, you can book a car delivery. We charge an additional fee for this service.

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

Will I be charged for reserving a car?

Car reservations up to 15 minutes are free, charges may apply if you repeat a reservation or require special reservations.

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

What if I lose my membership card?

You can simply get a new membership card by contacting our 24/7 Customer Service on 800-UDRIVE or customerservice@udrive.ae. The replacement of your membership card will cost you 50 AED.

How can I cancel my membership?

To cancel your membership, please contact our 24/7 customer service on 800-UDRIVE or customerservice@udrive.ae for further information.

Is my membership valid in other cities or countries?

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

PARKING AND FUEL

Where can I park the car?

You can park in the 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).

It is strictly forbidden to end your trip or return a car inside any building or at any covered parking. Any charges, penalties, fines and costs for relocating the car will be billed to the customer. Penalties and Fines even apply if the parking was free at the time you parked the car and charges were caused later.

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.

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.

Can I use the valet parking during my journey?

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.

Who pays for the fuel?

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

How and where can I refuel the car?

UDrive vehicles are equipped with an RFID system and can be refueled at any EPPCO/ENOC petrol stations. 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.

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.

Where do I need to return my UDrive when I want to end my journey?

You can park in the 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).

It is strictly forbidden to end your trip or return a car inside any building or at any covered parking. Any charges, penalties, fines and costs for relocating the car will be billed to the customer. Penalties and Fines even apply if the parking was free at the time you parked the car and charges were caused later.

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.

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.

Do I get a credit if I refuel the car?

Yes, we reward our members every time they refuel a car which is below the 25% fuel level. You receive 20 minutes of free driving every time you refuel a UDrive.

Please note that the free minutes cannot be refunded in cash and are only valid for 1 year.

What happens if I return the car low on fuel?

We appreciate if our members refuel the car when it goes below the 25% 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 10% level and ensure that one of our Customer Service Representatives refuel the car on time before another journey starts.

What if I park the car in a payable zone and end my trip?

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.

At which petrol stations can I refuel a car?

You can get your UDrive vehicle refueled by any ENOC or EPPCO petrol stations across the UAE.

Can I refuel the car at another petrol station than ENOC/EPPCO?

No, please do not refuel any of the UDrive cars at another petrol station, except you have a written confirmation from our Customer Service Representatives.

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.

CAR ACCESS

Where can I park the car?

You can park in the 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).

It is strictly forbidden to end your trip or return a car inside any building or at any covered parking. Any charges, penalties, fines and costs for relocating the car will be billed to the customer. Penalties and Fines even apply if the parking was free at the time you parked the car and charges were caused later.

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.

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.

How can I open the car?

Access our App by using your username and password or login through our website.

Click on the green car icon. Go to the next step by simply clicking on the green car with the tick. You will see once again all details of the car and have the choice to “reserve” or “start direct”.

Once you are close enough to the car you can click on “start direct” to book your car and follow the next steps to open the car.

If you have a membership card, you can book your UDrive by simply holding your card in front of the card reader at the bottom left side of the front windshield. This will also open the car for you.

In case of any issues the app will offer you the option to contact our 24/7 call center 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.

What if the car is not opening through the mobile app?

The app will give you the option to resend the command to open the car. In case if you have a membership card you can open your UDrive by simply holding your card in front of the card reader at the bottom left side of the front windshield.

If both options do not solve your problem, please contact us at 800-UDRIVE and one of our UDrive Customer Service Representatives will assist you immediately.

What if I forget to end my trip and return the key into the terminal?

It is required that you return the key back to the terminal to end your trip to log off and not be charged anymore. If you forget to end your trip and/or return the key into the terminal so that you are logged off from our system, the car will remain blocked by yourself and it cannot be reserved or booked by another client. In this case you will be liable for the costs.

Our customer service representatives will be tracking all cars from time to time and might notice abnormalities, which could be a reason that you are contacted to ensure the best service.

What if the car is dirty and low on fuel?

UDrive cars are cleaned and refueled 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 25%, you can refuel the car at any EPPCO/ENOC petrol station, which awards you 20 minutes of free driving. All you need to do is to visit one of the EPPCO/ENOC petrol stations and ask the staff to refuel your car. You do not need to pay or present any kind of identification.

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.

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.

DAMAGES & ACCIDENTS

What do I do in case of an accident?

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.

What do I do in case if the car is damaged inside/outside?

The UDrive app will ask you before your car gets unlocked if the car is having any damages and about the cleanliness of the car. If you have any damages outside the car, please chose the same on the options given and call 800-UDRIVE to inform one of our UDrive Customer Service Representatives.

In case if you notice any damages inside the car, please call 800-UDRIVE to inform one of our UDrive Customer Service Representatives.

Please ensure to have your reference number noted, which will be given to you by our Customer Service Representatives, to avoid any claims in the future that have not been caused by yourself.

Do you have road side assistance?

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

What happens if I return the car dirty from inside?

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. Please refer to our the UDrive Pricing.

CUSTOMER ACCOUNT DETAILS

Who can drive the car?

Only the member himself who is registered with his driving license and national identification or passport.

Who can use my UDrive account?

Only yourself. It is not allowed 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. Fines and Penalties apply.

Can I/We apply for a corporate/company account?

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

Can I/We apply for a family account?

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

What driving licenses are eligible for UDrive?

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.

How long does it take to become a member / to be activated?

After registering with us, which takes only two minutes if you have your documents ready, it takes usually 30 minutes until you are activated on UDrive and receive your username and password.

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.

What if my membership card does not work?

Please contact us on 800-UDRIVE or customerservice@udrive.ae. We will ensure a replacement or reactivation depending on the issue. If you have damaged your card or the chip inside the card by your own fault, we will offer you a replacement at cost.

Can my children ride with me?

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.

PRICE AND BILLING

What is the excess fee and when does it apply?

The excess fee is a contribution you are required to pay towards a claim that needs to be raised to our insurance. The fee is 1,500 AED and will only have to be paid to us 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.

What if I notice a fault in my invoice or trip records?

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

When do I get billed?

You will receive an invoice from UDrive on your provided email address within a maximum of 48 hours after you end your trip. If there are any other charges, such as fines or Salik, you will receive a separate invoice whenever we receive the details from the concerned departments.

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 us even weeks after your trip depending on when we get notified by the concerned department. This does not waive your liability.

How long time do I have to pay my invoice?

We deduct the any charges after providing you the detailed invoice, which you receive within 48 hrs after your trip. Payments are automatically deducted from credit card or accounts of our members.

Does UDrive have any promotions?

UDrive provides all promotion details to its members from time to time in newsletters and emails to its valued members.

How do I access my promotional/free minutes?

Your account will be credited automatically with free minutes that you are awarded. We use your free minutes before we charge you. You do not need to do anything. We will handle it for you and the same will reflect on your invoice.

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

SALIK AND FINES

What about Salik?

You pay for Salik. UDrive charges you only 1 AED additional administration fees per Salik fee.

Can I take my pet in a UDrive?

It is strictly forbidden to carry pets in the UDrive fleet. Penalties and potential cleaning charges might apply.

Can I smoke in a UDrive?

No, smoking is strictly prohibited in the car. In case if we find any damages or smells in a UDrive through smoking a penalty of 1,000 AED applies in addition to the costs of the damages.

Can someone else drive the car whilst it is booked by myself?

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.

What happens if I get a fine during my journey?

All fines will be charged separately with an additional administration charge of AED 50 per fine.

How do I pay fines?

All fines will be charged automatically on your credit card or deducted from your account after you have received your invoice.

What happens if I exceed the maximum usage time of 6 hours?

A penalty of 350 AED applies if you exceed the maximum usage time of 6 hours. Additional fines could be applicable.

LOST AND FOUND

What if I forget personal items in a UDrive?

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.

What if I find items in the UDrive that do not belong to me and are not part of the UDrive equipment?

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.