These Terms and Conditions are an integral part of the rental agreement between Hala Marhaba (the “Company”) as the First Party and the Renter as the Second Party.

Online Payment Policy

Online payments must be made using your personal credit or debit card. Payments made using third-party cards may not be accepted.

Privacy Policy

We prioritize providing every customer with a smooth, secure, and hassle-free digital car rental experience.

We collect essential information such as your Name, Email Address, and Mobile Number to ensure you receive the correct vehicle model with your selected rental conditions. This information is also required to register rental contracts within our internal systems and with the relevant authorities, including the Roads and Transport Authority.

All online payments are processed securely through certified payment gateway providers and partner banks. We do not store or collect your card payment details.

Cancellation Policy

• Bookings cannot be cancelled once rental payment is processed.

• Once a vehicle is reserved, refunds are generally not applicable.

Refund Policy

If eligible, refunds will be processed as follows:

• Cancellations made more than 24 hours before pickup — Full refund.

• Cancellations made within 24 hours — Partial refund may apply minus one-day rental fee.

• Refunds are processed using the original payment method.

No-Show Policy

Failure to collect the vehicle without prior cancellation will be treated as a No-Show and will not be eligible for a refund.

Reservation Modifications

Reservation changes must be requested at least 24 hours in advance and are subject to vehicle availability and possible price adjustments.

General Rental Terms

• The renter is responsible for ensuring all contract information is accurate.

• The vehicle must be returned in the same condition as received.

• The renter must return the vehicle immediately after the contract period ends and settle all outstanding payments.

• Drivers must hold a valid driving license accepted by authorities in the United Arab Emirates.

• Full rental payment must be completed at contract signing.

• The renter must inform staff of any special requirements before signing the contract.

• Drivers must be at least 21 years old.

The company reserves the right to remotely disable or recover the vehicle in case of payment failure or contract violations.

Vehicle Usage Restrictions

The following are strictly prohibited:

• Driving in desert areas

• Driving on unpaved roads

• Driving on racetracks

Violation penalties may reach AED 50,000 plus damage costs. Insurance coverage becomes invalid in such cases.

Unauthorized advertising, stickers, or vehicle wrapping may result in penalties of AED 50,000.

The company is not responsible for personal belongings left in the vehicle.

Geographic Restrictions

Vehicles cannot be driven outside UAE borders. Violations may result in penalties of AED 50,000 plus additional recovery expenses.

Kilometre Limits

Each rental includes a mileage limit. Extra kilometers will be charged as per the contract.

Insurance, Accidents, and Damages

Insurance Types

Main Comprehensive Insurance (MCI)

• Covers accident damages

• If renter is at fault → AED 5,000 + percentage of repair cost + rental during repair

• Drivers under 25 or UAE license less than 6 months → Higher liability applies

Premium Comprehensive Insurance (PCI)

• Covers accident damages with zero additional cost liability (terms apply)

• Costs approximately 30% of base rental price

Insurance requires official police accident reports.

Insurance does NOT cover:

• Desert/off-road driving damages

• Alcohol or drug-related accidents

• Interior, tire, rim damage

• Lost vehicle keys (minimum replacement AED 10,000 depending on model)

• Court fines or legal penalties

The renter must:

• Inspect the vehicle and confirm Vehicle Check Report (VCR)

• Report accidents immediately to police and company

Theft Liability

If a vehicle is stolen, the renter may be liable for up to 30% of the vehicle value.

Rental Period & Vehicle Return

• Rentals are calculated on a 24-hour basis.

• 2-hour grace period allowed for return.

• Delays beyond 2 hours count as an extra rental day.

• Early returns are non-refundable.

• Vehicles must be returned with the same fuel level.

Additional Fees

Additional Driver

AED 250 per additional driver.

Security Deposit

• Deposit amount depends on vehicle type.

• Held for 30 days after return for fines, tolls, or damages.

• The company may deduct charges directly from the payment card.

Road Fees & Traffic Violations

• The renter is responsible for tolls and traffic fines.

• Extra service fees may apply for fine processing.

• If the vehicle is impounded, the renter must pay impound fees and rental during impound period.

VAT

VAT applies to all payments as per UAE regulations.

Cleanliness & Usage Rules

• Vehicle must be returned clean. Cleaning penalty: AED 500.

• Smoking penalty: AED 5,000.

• Pets are not allowed. Cleaning and repair charges apply if violated.

Jurisdiction

All agreements are governed by UAE law. UAE courts will handle any disputes.

Additional General Conditions

• All agreements must be documented in written contracts.

• Government taxes and levies will apply as required by law.

• No refunds for early vehicle return.

• Renters are encouraged to record vehicle condition at pickup.

• The company is not liable for items left in vehicles.

• Premium Insurance and Deposit-Free options may be limited to holders of valid international driving licenses.