01 Introduction

ANQA CAR RENTAL LLC (“ANQA”, “we”, “our” or “us”) aims to provide transparent and fair booking, cancellation and refund procedures.

This policy applies to vehicle rental reservations made through our website, WhatsApp, telephone or any other authorised booking channel.

By making a reservation, the customer (“you” or “the renter”) acknowledges and agrees to this policy and the applicable rental agreement.

02 Booking Cancellation by the Customer

The following cancellation conditions apply:

A. Cancellation 48 Hours or More Before Collection

• Customers cancelling at least 48 hours before the scheduled vehicle collection time are entitled to a full refund of the rental amount paid.
• No cancellation fee will be charged.

B. Cancellation Less Than 48 Hours Before Collection

• If a reservation is cancelled less than 48 hours before the scheduled collection time, ANQA may deduct an amount equivalent to one day’s rental charge.
• Any remaining refundable balance will be returned to the customer.

C. Failure to Collect the Vehicle (No-Show)

• If the customer fails to collect the reserved vehicle at the agreed time without providing prior notice, ANQA reserves the right to deduct an amount equivalent to one day’s rental charge.
• Any remaining refundable balance will be returned, where applicable.

03 Cancellation by ANQA CAR RENTAL LLC

If ANQA is unable to provide the confirmed vehicle due to operational circumstances, vehicle unavailability or other reasons within its control:

• ANQA will make reasonable efforts to provide a suitable alternative vehicle, subject to availability and customer approval.
• If the customer does not accept the alternative, the customer will receive a full refund of the amount paid for the affected booking.
• No cancellation penalty will be imposed on the customer in these circumstances.

This does not limit any additional rights available to the customer under applicable UAE law.

04 Early Return of a Rental Vehicle

Daily and Weekly Rentals

• No refund will normally be provided for unused rental days.
• The original booking price remains applicable.

Monthly Rentals

• If a monthly rental is terminated early, ANQA may recalculate the rental charges using the applicable shorter rental-period rate.
• Any refundable balance will be calculated after deducting the correctly applicable rental charges and other outstanding amounts.

05 Security Deposit Refund

Security deposits are collected as security against outstanding rental obligations and potential liabilities under the rental agreement.

The security deposit is separate from the rental payment and is not an additional rental charge.

The deposit will be processed for refund or release after:

• The vehicle has been returned.
• The vehicle’s condition has been inspected and documented.
• Outstanding rental charges have been settled.
• Applicable traffic fines, Salik charges and other properly documented outstanding amounts have been identified and dealt with in accordance with applicable procedures.

Refund Timeframe

ANQA will process the security deposit refund or release within the timeframe prescribed by the applicable RTA/TARS unified rental contract and regulations.

Where a card pre-authorisation has been used, the actual release time may depend on the customer’s bank or card issuer.

Any deduction must relate to a legitimate outstanding obligation and be supported by appropriate documentation.

06 Refund for Vehicle Unavailability or Mechanical Problems

If a vehicle develops a mechanical fault that prevents the customer from safely continuing the rental:

• The customer must immediately notify ANQA.
• ANQA will assess the circumstances and arrange an appropriate solution, which may include a replacement vehicle where available.
• Where a replacement is not provided and the rental service cannot reasonably continue, the customer will be entitled to an appropriate refund or adjustment for the affected unused rental period, as applicable under the law and rental agreement.

07 Refund Processing

• Approved refunds will normally be initiated within 7 business days of confirmation.
• Refunds will be made through the original payment method wherever reasonably possible.
• Bank, payment gateway and card issuer processing times are outside ANQA’s direct control.
• Cash refunds, where applicable, will be processed through an agreed and documented method.

The above processing period does not override any shorter mandatory refund deadline under applicable law.

08 Non-Refundable Charges and Outstanding Amounts

The following amounts may be deducted from a refundable balance where applicable and properly established:

• Rental charges already incurred.
• Contractually agreed cancellation charges.
• Applicable traffic fines and penalties attributable to the rental period.
• Salik toll charges.
• Properly documented vehicle damage for which the customer is legally responsible.
• Reasonable additional cleaning charges where the vehicle has been returned in a condition requiring cleaning beyond normal use.
• Other charges expressly disclosed in the booking confirmation or rental agreement.

ANQA will not impose undisclosed charges, arbitrary penalties or unsupported deductions.

09 How to Request a Cancellation or Refund

Customers may submit cancellation or refund requests through:

Email: [email protected]

WhatsApp: +971 50 287 5205

Website: https://anqarentals.ae/

Please provide:

• Customer’s full name.
• Booking reference number.
• Vehicle details.
• Scheduled collection date.
• Reason for cancellation or refund request.

10 Policy Amendments

ANQA reserves the right to amend this policy when necessary to reflect changes in business operations or applicable UAE legislation.

The version applicable to a confirmed booking will be the version communicated and agreed at the time of booking, subject to mandatory legal requirements.

11 Governing Law

This policy shall be governed by the applicable laws and regulations of the United Arab Emirates and the Emirate of Dubai.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.

12 Company Contact Information

ANQA CAR RENTAL LLC (ANQA Rentals)

Trade Licence Number: 1311403

Address: Office 202, Al Shaikh Building 05, Ras Al Khor, Dubai, UAE

Email: [email protected]

Telephone / WhatsApp: +971 50 287 5205