Carlease

Frequently Asked Questions from renters

BY - 20th June 2016
 
Frequently Asked Questions (FAQ) on how to rent a car in Dubai, Abu Dhabi, Sharjah or across the UAE through Carlease

Lost? Got questions? Here are the answers to our renter’s most frequently asked questions.

You may also find some helpful advice on our Blog, where you can find helpful Tips and Advice on Driving in the UAE, Getting the Most out of your Long Term Rental, driving in inclement weather conditions such Sandtorms, Fog, and Overcoming Emergency Roadside Conditions. Our Standard Terms and Conditions are also available here.

1. What are the minimum age requirements?

Renters must be 25 years or above at the time of rental due to requirements imposed by our insurance company. However, exceptions can be made for younger customers on longer term leases.

2. What are the driving license requirements?

All drivers must carry a locally accepted driving license. Only UAE licenses are allowed for UAE residents (i.e. those that have a residence visa) and UAE drivers licenses must be at least 6 months old (exceptions below).

Those arriving from countries with transferable drivers licenses (like the UK, USA, Canada, EU, Singapore, South Africa) can rent based on their home-country drivers license while they are still on a visit visa, but their driver’s license must be converted to a UAE drivers license within 2 weeks of them receiving their UAE residence visa. In this case, the 6 month requirement above will be waived. Both the home-country license and the new UAE driver’s license must be provided to Carlease. The full list of countries with transferable driver’s licenses can be found here

Visitors are encouraged to have an international driving license along with their local drivers license prior to their arrival in the UAE and can rent from us for the whole period during which they are on a visit / tourist visa.

3. What documents do you require in order to rent a car?

For individual retail customers, we will require scans or photos of the hirer’s:

  1. Emirates ID, front and back
  2. UAE driver’s license or, as applicable, the home-country drivers license along with an international driver’s permit
  3. Passport face and visa page. For those on tourist visas, a scan of the entry-stamp page will suffice.
  4. Filled customer profile form
  5. Front of the credit card you will put on file.

We typically keep our cars Ready to Go, so all customers are encouraged to send the documents above in advance of their arrival to our branch, so that we can have them served within 20 minutes.

4. What will I pay when I start my rental?

On the first day of your rental, you will typically be charged the first month’s rental plus; plus any additional charges such as GPS rental, CDW or SCDW; and a refundable deposit of AED 1500. The refundable deposit will be returned to you 20 working days after the termination of your contract with us.

Customers hiring cars on long term leases (contracts of 6 months or more) will typically be charged a prorated amount for the first month’s lease payment, in order to get them on a 1st-to-31st billing cycle. Your salesperson will be able to explain this pro-ration in more detail. In addition, they will be charged for any additional charges such as GPS rental, CDW or SCDW; and a refundable deposit of AED 1500.

Customers for whom we purchase specialty cars upon request (usually for customers with contracts of 2 years or longer) will typically need to pay a few month’s rental in order to secure their vehicle order. These amounts are then adjusted against the last month’s of the lease.

5. What’s the difference between a long term lease and a rental?

Different companies use the terms differently, but in the UAE the differences between long term leases (contracts of 6 months or longer) and shorter term rentals (month to month, weekly, daily contracts) lie primarily in the rate paid per month, and the early-termination penalty associated with the contract.

Long term lease customers generally receive much better monthly rates on their cars, and are given preference for new cars. While all our customers receive the best customer service in the industry, long term lease customers are treated especially well since we know they will be with us for a long time.

Early termination penalties usually reflect the deep discount given to long term customers. The termination penalty on long term contracts is usually lower than the total savings gained by the customer during the contract period. For this reason, we always encourage our customers to avail of a long term lease contract if there is any chance that they will hire the car for more than 6 months.

In other countries, car leases typically take the form of finance-leases, in which the customer’s monthly payment is simply the cost of financing the car, with no additional services provided. In the UAE, rental companies are required by-law to provide certain services (such as the maintenance of insurance and registration), meaning that leases are still a full-service offering.

6. I need to terminate my long term lease early because I am leaving the country. What do I do?

Customer’s who end their long term lease contracts (contracts of 6 months or longer) in advance of the contract end date will typically be required to pay the early termination penalty highlighted on their contract. Alternately, they can choose to participate in our Lease Exchange program, in which they can avoid their early termination penalty entirely by finding someone to take-on their contract. The Carlease Lease Exchange program is the first and only program of its kind in the UAE, and is available exclusively to Carlease customers.

7. What is your policy on additional drivers?

The hirer may add on an extra driver with an additional daily / weekly / monthly cost, provided that the additional driver fulfills all the necessary requirements. Long term lease customers have the option of adding an additional driver for the term of their contract for a one-time fee.

8. Do you offer a delivery & collection service?

For your added convenience, we can deliver and collect vehicles right at your doorstep for a nominal fee. This service is subject to the availability of our drivers, and must be booked in advance.

Alternately, we can always arrange for a driver to pick you up from a nearby metro station and bring you to our branch, free of charge.

9. What payment options do you offer?

Clients have the option to pay in cash, bank transfer or by credit card for their rental. However, we require that a credit card be placed on file for all rentals as security (debit cards cannot be used as security). We generally recommend that customers use their home-country credit cards for the deposit charges, so that the deposit refund conveniently finds its way home after the car is returned.

10. Do you have airport service surcharges?

All vehicles picked up/dropped off at Dubai Airports will be charged an airport service surcharge.

11. How does Salik (Toll) work?

All of our vehicles are installed with a Salik tag. Each crossing at the Salik toll gates will incur a charge of AED 5. Your Salik bill will be issued to you along with your rental invoice.

12. What is the ‘insurance excess?’

The insurance excess (sometimes referred to in other countries as the insurance deductible) is the maximum amount for which you will be liable in the event of damage to the car for which there is a police report. In general terms, the insurance excess is what we must pay our insurance company in order to make a claim.

The customer will be responsible for settling the Insurance Excess or deductible amount listed on the rental or lease agreement in the event of any damage or loss (including fire and theft) caused to the vehicle. A valid police report is mandatory so that we can claim any amounts (minus the insurance excess) from the insurance company. In the event that the cost of the repair and associated coordination is lower than the insurance excess amount in the contract, those savings will be passed on to the customer.

If a police report is not made available, or if it is determined that the driver violated the terms of the rental agreement (for example: by driving the car through a pool of water, by offroading, or by leaving the boundaries of the UAE), the driver will be liable to pay the full cost of repair as per the Carlease Damage Rate Card (view-able to the customer) or as per the estimate provided by the Carlease Operations team.

13. Can I take my Carlease car to Oman?

Long term customers are allowed to take Carlease vehicles into Oman. However, there is a fee  and an additional deposit associated with extending our insurance to cover Oman, and hirers will need to obtain an Oman Insurance Certificate and some other documents from us before doing so. If the hirer is planning on travelling to Oman, they should inform their salesperson at least 48 hours in advance so that the necessary paperwork can be obtained.

14. What is Collision Damage Waiver (CDW) / Super Collision Damage Waiver (SCDW)?

The Super Collision Damage Waiver or Collision Damage is an optional waiver which reduces the customer’s overall liability in the event of an accident that is either their fault, or in which no third party is identified. Again, this only applies in situations where a police report is made available.

These waivers can be purchased at the beginning of the rental and will be effective only when listed as an extra charge on the rental agreement. As a policy, Carlease does not provide ‘zero liability’ on any of its contracts, since we have found that this results in the abuse of our cars. The lowest liability available on our contracts is typically AED 100.

Note that the new insurance excess with the SCDW or CDW will only apply for damages for which a corroborating police report is available. The hirer will be liable for all repair costs and damages including third party costs if the original police report is not submitted.

15. What is your policy on fuel?

The hirer should return the vehicle with the same fuel level as given (usually full). If not, the hirer will be charged the 2x the cost of fuel.

16. What should I do if my vehicle breaks down?

Simple! Call the Carlease 24/7 roadside assistance service – +971 55 472 2531

17. What must I do in the event of an accident?

In the unfortunate circumstances of an accident or damage to the vehicle, first and foremost, ensure that you are safe. Second, call the police to the scene of the accident so that they can issue a police report to you which limits your liability.

If the car is no longer drive-able, call the Carlease 24/7 roadside assistance service at +971 55 472 2531 to arrange a replacement car. If your car is drive-able, contact our Operations Team immediately at either  04 321 5313 or through our Service Request Form. They will organize a replacement car for you ASAP and will advise you through the rest of the process. Be sure to note that your car has been in an accident.

A police report is mandatory in such cases otherwise you will be held responsible for the entire cost of damage on the vehicle, including third party liabilities, as per the Carlease Damage Rate card.

18. What should I do if my vehicle is stolen?

Report the theft to the police immediately, obtain a copy of the police report and then notify Carlease immediately by calling our emergency number at +971 55 472 2531, our operations team at 04 321 5313, or through our Service Request Form.

19. What is your policy on Hit & Run?

In case the hirer meets with an accident and the police report provided indicates that the damage was caused by a ‘Hit and Run’ or ‘No Third Party Identified’, the hirer will be liable to pay the insurance excess amount listed on the rental agreement.

Note that the liabilities above include damages caused by rocks chipping windscreens and damage caused to cars while they are parked in public. It is for these situations in particular that we advice our customers to take the CDW or SCDW.

A police report is mandatory in such cases otherwise you will be held responsible for the entire cost of damage on the vehicle, including third party liabilities, as per the Carlease Damage Rate card.

20. What is your policy on traffic violations?

Carlease maintains a file with the RTA and monitors all traffic fines ascribed to its vehicles on a daily basis. These traffic fines are then invoiced to customers with the relevant details, and these amounts are due to Carlease within two days of the invoice being received by the customer.

For every traffic fine incurred by the hirer, there will be a nominal fee to cover administration charges associated with our monitoring service. Customers wanting to avoid this charge are welcome to pay the relevant authority (Dubai Police, Abu Dhabi Police etc) directly, however, proof of payment must be provided to us before we cancel our invoice.

Drivers are expected to abide with the traffic rules and regulations. Hirers are reminded that Carlease is neither the authority incurring the traffic fines, nor the authority issuing the traffic fine citation. We simply act as an intermediary between our customers and the authorities and have no control whatsoever with regard to disputes. Our job is simply to inform our customers when traffic fines are being incurred by them. Hirers are encouraged to deal with the relevant authorities directly if they have any such concerns.

21. What should I do if I receive a traffic offence/parking notice?

Carlease maintains a file with the RTA and monitors all traffic fines ascribed to its vehicles on a daily basis. These traffic fines are then invoiced to customers with the relevant details, and these amounts are due to Carlease within two days of the invoice being received by the customer. You will receive an email notification regarding traffic fines from our collections team, and these notifications will typically be sent within a day of them being posted to the RTA website. Note that there is sometimes a delay between when fines are incurred and when they are posted.

22. How do I dispute a traffic fine / violation that Carlease has charged me?

Carlease is neither the authority incurring the traffic fines, nor the authority issuing the traffic fine citation. We simply act as an intermediary between our customers and the authorities and have no control whatsoever with regard to disputes. Our job is simply to inform our customers when traffic fines are being incurred by them. Hirers are encouraged to deal with the relevant authorities directly if they have any such concerns.

23. What should I do when my vehicle needs servicing and maintenance?

The fastest way to get your car serviced would be through the Service Request Form, since online requests receive scheduling priority. Alternately you can call +971 4 321 5313, but note that phone calls are placed below online requests in terms of scheduling.

24. How can I get an update on the status of my deposit refund?

The fastest way to get an update on the status of your deposit is to contact our Deposit Tracker team, since they are dedicated only to tracking and following up on deposit refunds. They will typically be able to answer questions about your deposit quicker than your salesperson, and are also required to respond to all emails within 24 hours.

25. Why should I choose Carlease? There are so many other providers!

We recognize that our customers have a wide range of options from which to choose. Carlease has a demonstrated track record of being one of the most reliable and honest car rental companies in the UAE  – we provide our cars at competitive rates and are simply not interested in misleading our customers for a couple of extra Dhirams. We encourage our customers to read about our commitment to quality, our values, and learn more about our team. We believe that our performance will speak for itself. It is perhaps for these reasons that we have been nominated as Finalists at the MEED-Gulf Capital SME Awards in 2015 and, more recently in 2016, in the Small Business of the Year, Entrepreneur of the Year and Customer Focus categories.