Frequently Asked Questions | Udrive
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Frequently Asked Questions

Udrive is a Self-Drive car rental service. We save you the cost and hassle of owning a car while giving you all the good parts

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.

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.

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

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 ONLY in 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. 

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. 

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 centre or you can contact us directly by calling 0097148753900. 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. 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.

It is required that you return the Key Fob / Key Chip 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 Fob / Key Chip 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 as per the fees and penalties listed on our website. 

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%, 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. which awards you 10 minutes of free driving. 

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 0097148753900 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 

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. You can also see it on the mobile application on the name filed to which city the car belongs to.  

Only the member himself who is registered with his 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.  

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. Udrive Fees will apply.  

Yes, you can contact us on 0097148753900 or customerservice@udrive.ae to receive further information. 

Yes, you can contact us on 0097148753900 or customerservice@udrive.ae to receive further information. 

We accept all international driving licenses as well as the local driving licenses of the following countries: Austria, Belgium, Spain, Germany, France, Ireland, Netherlands, Italy, United Kingdom, Turkey, Greece, Switzerland, Norway, Denmark, Sweden, Romania, Poland, Finland, Portugal, Canada, United States of America, Kuwait, Saudi Arabia, Bahrain, Oman, 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 0097148753900 or customerservice@udrive.ae to receive further information on the acceptance of your country’s driving license. 

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 0097148753900 or customerservice@udrive.ae if you have any questions or concerns. 

Please contact us on 0097148753900 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. 

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.

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 0097148753900. Our Udrive Customer Service Representatives will assist and advise you further immediately. 

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 0097148753900 to inform one of our Udrive Customer Service Representatives. 

In case if you notice any damages inside the car, please call 0097148753900 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. 

Yes, Udrive provides road side assistance for the whole Udrive fleet. Our 24/7 Customer Service Representatives will be available on 0097148753900 in case of any emergencies or issues at all times. 

In case of any lost items, please contact our 24/7 Customer Service on 0097148753900 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 0097148753900 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.

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. 

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 0097148753900 or customerservice@udrive.ae in case if you are asked to make a payment for fuel or anything else which is not your responsibility. 

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

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. 

Yes, we reward our members every time they refuel a car. You receive 10 minutes free. 

Please note that the free minutes cannot be refunded in cash and are valid only on the same trip. (Applicable only on per minute usage.) 

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. 

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. 

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.

You can get your Udrive vehicle from Dubai refueled by any ENOC or EPPCO petrol stations across the UAE. All Sharjah and Abu Dhabi cars can be refueled at ADNOC petrol stations.

No, please do not refuel any of the Udrive cars at another petrol station, except when you have 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 0097148753900 or customerservice@udrive.ae in case if you are asked to make a payment for fuel or anything else which is not your responsibility. 

Udrive is proud to announce that we have partnered with Majid Al Futtaim (MAF) properties to offer car sharing in Majid Al Futtaim (MAF) malls. This service gives visitors the freedom to visit malls without the hassle of owning a car or looking for parking.

The vehicles are parked in designated parking spots for convenient pick-up and stress-free drop-off. Visitors can reserve a vehicle in seconds on Udrive’s mobile app, online or over the phone.

Udrive Parking Locations

- Sahara Center: Basement 1, East Atrium and West Atrium

- City Centre Deira , the parking spots facing the mall entrance on the 3rd floor in P4

- City Centre Mirdiff, the parking spots B07 on the 1st Floor, there is a designated parking spot with a Udrive bar

- Mall Of The Emirates: 1st floor the parking spots C1, on the right side of the VIP Valet Parking entrance

- Al Ghurair Centre: Central atrium B1 parking, Parking number 85 and 86 

* A regular parking fine will apply for parking the vehicle anywhere other than the designated Udrive parking

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 0097148753900 or email to acconts@udrive.ae. 

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.

We deduct the 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.

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

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.  

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

We deduct the 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

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.

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. 


  

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 credit card or deducted from your account after you have received your invoice.

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.

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.

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!

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.

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.

You can cancel your reservation by calling us on 0097148753900. 

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.

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 0097148753900 or customerservice@udrive.ae. 

In case of extensions please contact us on 0097148753900 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 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. 

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.

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

Yes, you can join us now if you fulfil 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 

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

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 0097148753900 or customerservice@udrive.ae for more information. 

You can simply get a new membership card by contacting our 24/7 Customer Service on 0097148753900 or customerservice@udrive.ae. The replacement of your membership card will cost you as per the Udrive pricing schedule.

To cancel your membership, please send us an email to our 24/7 customer service on customerservice@udrive.ae.  With the reason of cancelation.

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

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