It is the latest mobility service offering subscribers an all-inclusive vehicle package of their choice on a recurring basis. During the term of the subscription, all aspects of vehicle lifecycle such as insurance, service & maintenance and breakdown assistance are the responsibility of the subscription provider.

Your MOOV vehicle comes with comprehensive insurance included in your monthly fee, with an excess of AED 1,500 that you pay towards a claim for own-fault or unknown third-party fault (waived where a police report identifies another party at fault). A police report is mandatory to claim and must be provided for any accident or damage.

For extra peace of mind you can add the optional Damage Waiver, which removes your AED 1,500 excess liability for accidental damage.

Yes, a subscription can be cancelled prior to vehicle handover.

If a subscription is cancelled at least 24 hours prior to the scheduled delivery, no charges apply.

AED 250 is charged when a subscription is cancelled 3 hours or more prior to scheduled delivery.

AED 500 is charged when a subscription is cancelled 3 hours or less from scheduled delivery.

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You will require the following documents to subscribe to MOOV:

• Valid Emirates ID with at least one month’s validity from the start of the subscription
• Valid UAE driving licence (Category 3, Manual or Automatic)
• A valid credit or debit card

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No refund is provided for unused days of subscription. MOOV encourages you to use the entire duration of the subscription.

You will receive the same vehicle type as the one on the website. Since we use images that are sourced in advance, we may not be able to match all the features such as colour and certain accessories that you see online. We will however ensure that you receive the same type (model & make) of the vehicle you have chosen.

If for any reason the subscribed vehicle is not available, we will provide you an alternate, similar vehicle and offer to swap it with the one you have initially subscribed at no extra cost. We’ll check with you first and agree on a time and location that is convenient for you.

First of all, we hope you’re ok! MOOV provides 24-hour breakdown assistance to its subscribers. Please contact us at 800MOOVAF immediately to inform us about the incident and the vehicle will be replaced on the spot.

In case of an accident (minor or major), the police (999) should be contacted simultaneously, and all required procedures should be followed to obtain a police report. The nature of the damage will determine when/whether the vehicle will be exchanged.

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To end your agreement, give notice through your account or Customer Care in line with the Notice Period shown on your Order Form, then arrange the return of the vehicle.

If you end before the end of your Minimum Term, an Early Termination Charge applies, a percentage of your remaining monthly fees (currently 30%), as set out in your Early Termination Schedule.

Moov will automatically deduct the monthly billing and Salik toll fee (if any) from the registered credit card on the anniversary date of the contract (Date of delivery).

You need to book a slot for it by contacting us on 800 MOOVAF.

We will provide a temporary replacement vehicle for required service and registration renewal.

Failure to request vehicle servicing will result in the subscriber being fully responsible for any associated service penalties.

Salik (Dubai) and Darb (Abu Dhabi) tolls are charged at the rates set by the authorities, which vary by gate and time of day and can change. Whatever the authority charges is passed through to you, plus the fixed toll handling fee shown in your Fee Schedule.

Toll timings and rates, including any Ramadan or seasonal changes, are set by the authorities, not by us. We simply pass through whatever the authority charges, plus the fixed toll handling fee in your Fee Schedule.

Yes, certain administrative fees may apply in specific cases, as outlined below

-Toll Fees: All Salik tolls will include a AED 1.25 administration fee (inclusive of VAT) and will be reflected in your MOOV invoice.

 For more details visit https://www.salik.ae/en/news/salik-announces-implementation-of-variable-toll-pricing-effective-january-31-2025

 -Traffic Fines : Any fines incurred will be reflected in your invoice as follows: Fine Amount + 12.5% Administration Fee (VAT included)

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All MOOV vehicles are registered with both DARB (Abu Dhabi) and Salik (Dubai). If you pass through any toll gates in Abu Dhabi or Dubai, the applicable charges are automatically captured in our system and will be invoiced to you accordingly.

No action is required from your side. Once the toll transactions are received from the authorities, they will be reflected in your account and included in your regular billing.

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Everything is itemised before you sign. Your Order Form and the Your Payments annex show what you pay before delivery, what you pay each month, and the charges that only apply if something happens, like a fine, extra mileage or damage, so there are no surprises.

It is the latest mobility service offering subscribers an all-inclusive vehicle package of their choice on a recurring basis. During the term of the subscription, all aspects of vehicle lifecycle such as insurance, service & maintenance and breakdown assistance are the responsibility of the subscription provider.

Oh, big difference! Car subscription has the best of both worlds. It has the flexibility of a rental and the benefits of long-term leasing. It provides subscribers a unique, hassle-free solution where the products offered are tailored to suit you. It also rewards you for longer commitment while taking care of service and maintenance of the subscribed vehicle. A MOOV subscription allows you to choose a term, mileage allowance and a vehicle of your style to be delivered and collected at a place, date and time of your convenience. You can also switch to another package easily if you wish.

Subscription runs from 1 to 18 months, chosen at booking. Personal Lease is our longer-term option, usually 12 months or more at a fixed term. The exact term that applies to you is shown on your Order Form.

Your mileage allowance is chosen when you book and is shown on your Order Form. If you drive more than your allowance, the excess-mileage rate in your Fee Schedule applies, so your exact allowance and rate are always on your own documents.

Subscription renewal is super easy, and it does not require you to do much. Subscriptions will be renewed automatically every 30 days if we do not receive any return/collection request from the subscriber 48 hours prior to the anniversary date. The renewal package is subject to change in the event of promotion package selection. Please refer to your contract for further details. At the renewal stage, the monthly subscription amount and any extra amounts dues (toll fees, traffic fines etc) will be deducted from the registered payment method.

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Absolutely! With MOOV, you can subscribe to more than one vehicle at the same time. You can also add your family members as additional drivers. Just let us know!

Your subscription cannot be transferred, but you can add a friend as an additional driver.

However, you will continue to be the one legally bound by the terms of the subscription agreement.

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That’s sweet of you! If the family member qualifies to drive in UAE, please contact us and ask to add them to the subscription as additional drivers as per the terms of your subscription agreement.

You can add one additional driver for free. Thereafter the cost is AED 150 per month for any additional drivers.

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Personal Lease is our longer-term option. You commit to a fixed term (usually 12 months or more) for a lower monthly amount, with less flexibility to change or pause than Subscription. Everything else, insurance, servicing, maintenance and breakdown assistance, works the same way. Your Order Form shows which product you are on and the terms that apply.

On longer terms we may offer you the option to buy your vehicle. Any purchase is a separate, optional arrangement at a price we set at the time and entirely at our discretion, there is no obligation on either side. Ask Customer Care for details.

Unfortunately, no. An Emirates ID is mandatory to subscribe with MOOV.

That’s a tricky one! Please upload your older driving licence while applying to subscribe and we’ll review your request. Anyone with a new UAE licence must have had a driving licence from another country for at least 1 year to be considered for qualification.

Acceptance or rejection of any subscription application is at MOOV’s discretion.

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An Emirates ID is required in the initial stage of applying for a subscription, so you will need to have it while you’re putting in the request.

We accept any valid debit or credit card: VISA, Mastercard & AMEX credit card as a form of payment.

A credit or debit card is mandatory so we can charge recurring and ad-hoc amounts such as your monthly fee and tolls. Depending on your risk profile we may also ask you for a refundable security deposit; if we do, we will tell you the amount and when to pay it.

Your monthly subscription price includes the cost of your subscription, refueling charges and any optional extras such as additional insurance, mileage allowance etc. that you added as part of the package. Variable charges like Traffic fines and Toll fees are not part of your monthly subscription payment. They will be invoiced separately and will be charged weekly.

We may ask you for a refundable security deposit after reviewing your application, depending on your risk profile, before or after delivery. If we do, we will tell you the amount and when to pay it, and it is refunded at the end, less anything you owe. The AED 1,500 you may have seen is the insurance excess you pay towards a claim, not a deposit, and the optional Damage Waiver removes it.

Contact us on Contract Management Team and we will send you a secure payment link to update your records.

Any refunds that are due as part of subscription cancellation will be processed within 30 days of cancellation. Refunds will be done only through the Original Mode of Payment.

Payments are processed in a PCI compliant environment. PCI (Payment Card Industry) Data Security Standard is a global information security standard for organizations that handle customer credit/debit cards.

The vehicle must be refueled to a full tank before handing it over to us. Moov will return the vehicle with a full tank after service or registration renewal to avoid extra refueling charges.

We’re sorry to hear that you haven’t received your invoice. Our system is designed to send invoices automatically, so we recommend first checking your Spam/Junk folder as well.
If you’re still unable to locate it, please email MOOV.CMT@alfuttaim.com and include your subscription number or vehicle plate number so our team can assist you promptly.

Additional charges may include tolls, traffic fines, excess mileage, damage charges, refueling/fuel-related charges, optional products, additional drivers, or other contractual fees.

The Damage Waiver is an optional monthly cover that removes your AED 1,500 insurance excess, so you are not charged that excess towards an accidental-damage claim. A police report is still required for any claim. You can add it when you book, and the rate is shown in your Fee Schedule.

You will receive the same vehicle type as the one on the website. Since we use images that are sourced in advance, we may not be able to match all the features such as colour and certain accessories that you see online. We will however ensure that you receive the same type (model & make) of the vehicle you have chosen.

If for any reason the subscribed vehicle is not available, we will provide you an alternate, similar vehicle and offer to swap it with the one you have initially subscribed at no extra cost. We’ll check with you first and agree on a time and location that is convenient for you.

Absolutely! We provide you the flexibility to choose a vehicle of your choice and we understand that you may change your mind. You can switch to a different vehicle type anytime during the subscription term with the condition that such change should happen at the end of a subscription month and you have cleared all outstanding dues on the current subscription.

Please don’t do that. Any repair, maintenance or checks on a subscribed vehicle should only be carried out by MOOV. Repairing a subscribed vehicle without approval from MOOV will be considered a breach of the subscription agreement.

Any damage recorded without a valid police report are subject to addition charges. Please refer to our Fair Wear and Tear guide as a guideline of chargeable and non-chargeable body condition. To request a copy of our guide click here Fair Wear & Tear Guide.

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The vehicle you have subscribed for will have a sticker placed on the driver’s door that states the mileage at which the next service is due. It is the responsibility of the subscriber to inform MOOV as soon as the service is due and make the vehicle available on the confirmed date and time. Any damage to the vehicle that is found to be result of a delayed service will be the responsibility of the subscriber. You can schedule your vehicle service by contacting our Customer Care team. We recommend that you book your service in advance to ensure availability at our service centres.

We do our best to match your expectations in terms of vehicle make, model, features and colour prior to delivering it to you based on availability. A vehicle swap based on colour preference will therefore not be possible.

Traffic fines, toll fees etc that you incur during the subscription are paid by MOOV directly to the relevant authorities. You will be invoiced for these charges under the subscription agreement.

A subscriber should never pay fines to anyone except MOOV as that may cause a duplication in payment, and you will be responsible for requesting a refund from the government authorities.

In the event that a fine is paid on your behalf, the business will charge an administrative fee of 12.5%, in accordance with the terms and conditions.

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Here's the procedure for disputing a traffic fine using the ticket number provided in our invoice:

Dubai:

• Email: mail@dubaipolice.gov.ae
• Visit: General Directorate of Traffic headquarters in Al Barsha
• Phone: +971-4-606-3555
• Accompanied by a Moov by Al-Futtaim PRO (fee of 250.00 AED), as per the subscription annexure signed by the customer.

Abu Dhabi:

• AUH Police: Contact via WhatsApp at +971-52-278-7584
• Mawaqif: Visit https://cas.adpolice.gov.ae/ or contact AUH Mawaqif at 800850 for toll fees.

Sharjah:

• Contact Sharjah Police Traffic Department via WhatsApp at +971-6-517-7555.
• Dispute via MOI smartphone app using UAE Pass account. Navigate to Help and then Complain.

Ajman:

• Ajman Municipality: Visit https://www.ajman.ae/en/servicecatalog/services/3241
• Ajman RTA: Visit https://www.ajman.ae/en/servicecatalog/services/3347 or contact ask@ta.gov.ae / 600599997.

Umm Al Quwain:

• Umm Al Quwain Police: Visit www.uaqpolice.gov.ae or call 06-67062000.
• Umm Al Quwain Municipality: Call 06-765-3330.

Ras Al Khaimah:

• Ras Al Khaimah Police: Visit https://www.rak.ae/wps/portal/rak/e-services/govt/municipality/appeal-against-violation-request
• Ras Al Khaimah Transport Authority: Contact info@rakta.gov.ae or 8001700.

Fujairah:

• Fujairah Police: Visit https://eservice.fujairahpolice.gov.ae/
• Fujairah RTA: Visit https://transport.fujairah.ae or call 09-2244411.

Paying parking charges where applicable is the responsibility of the subscriber. MOOV is not responsible for these charges or for violations that may result from non-payment of parking fees.

Yes, the subscriber should ensure that the vehicle is not:

• sub - let or used for conveying passengers or goods for hire or reward
• driven through waterlogged streets and areas
• used for propelling or towing away any vehicle or object in any test, race contest or competition
• used in violation of any traffic, customs or other regulations
• used to carry any object or substance, which may harm the vehicle or prevent/delay MOOV’s ability to use the vehicle to provide services, due to its condition or smell
• driven off paved roads
• driven by anyone under the influence of alcohol, hallucinatory drugs, narcotics, barbiturates, or any other substance impairing his/her consciousness or ability to react
• driven outside of the UAE, unless agreed first in writing with MOOV

In addition, smoking inside a vehicle is strictly prohibited and will result in a penalty of AED 500.

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Yes, the original vehicle must be refueled to a full tank before handing it over to us. Moov will return the vehicle with a full tank after service or registration renewal to avoid extra refueling charges.

The temporary vehicle will be provided with a full tank and must be returned to us with a full tank to avoid extra refueling charges.

Traffic fine invoices are generated on a daily basis (except holidays). Any fine is reflected in your invoice as: the fine amount + a 12.5% handling fee (VAT included).

Traffic fines will be charged to the customer’s registered card once a week.

The Dubai Mall has implemented a barrierless parking system to enhance your parking experience. This system is currently applied to Mall of the Emirates and Deira City Centre.

For other barrierless mall parking and public parks parking facilities,kindly review the terms and conditions before exiting. Some parking locationsrequire payment to be completed within three (3) hours directly through theParkin website; failure to do so may result in a fine.

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Dubai mall parking charges, fines, etc... that you incur during the subscription are paid by MOOV directly to the relevant authorities. You will be invoiced for these charges under the subscription agreement.

To pay for Mall of the Emirates and Deira City Center parking fees follow below steps:

1. Visit the authority's website: www.parkin.ae
2. Select "Pay Later" on the homepage
3. Enter your vehicle's plate details
4. When your parking ticket is displayed, click on it and select "Next"
5. You will be redirected to the payment page
6. Enter your card details and complete the payment

A subscriber should never pay fines to anyone except MOOV as that may cause a duplication in payment, and you will be responsible for requesting a refund from the government authorities.

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Dubai mall parking fines that you incur during the subscription are paid by MOOV directly to the relevant authorities. You will be invoiced for these charges under the subscription agreement.

A subscriber should never pay fines to anyone except MOOV as that may cause a duplication in payment, and you will be responsible for requesting a refund from the government authorities.

Unpaid parking fees may result in fines issued by the authorities. These fines will be invoiced to the respective agreement and must be paid accordingly.

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Any disputes regarding fines must be directed to the authorities by the user. MOOV by Al-Futtaim will only communicate via invoices generated for fines posted on the portal by the authorities

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If the authorities advise a subscriber that a fine cannot be disputed because it has already been paid, please note that this scenario is unlikely, as traffic fines can still be disputed even after payment.

As a business, MOOV by Al-Futtaim is required to settle traffic violations within 24 hours of receiving them from the authorities. Failure to do so may result in the company’s fleet file being blocked for future vehicle registration or de-registration. Once the fine is cleared by us, it may no longer be visible on the authority’s website.

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For further information, you can contact - Customer Support at 800666823 or email at moov.customercare@alfuttaim.com

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