Frequently Asked Questions

Select the vehicle and rental dates, choose the applicable plan and services, review the displayed totals and submit the reservation. The booking is subject to confirmation and the applicable Rental Agreement.

Online reservations can be submitted through the website, subject to system availability. If you need help outside normal self-service use, contact AL WOJHA support.

The website supports customer accounts, but the availability of guest checkout depends on the current booking flow. Creating an account can make it easier to manage reservations and customer information.

Vehicle selection is subject to availability. The confirmed reservation and vehicle-specific Rental Agreement control the vehicle provided.

The reservation is recorded and the applicable payment, identity, driving-eligibility and vehicle checks are completed before the rental is activated.

A reservation is not a guarantee of handover until the booking is confirmed and the required customer, vehicle and payment checks are completed.

Yes. You can request a model or vehicle category, but final allocation remains subject to availability and the confirmed booking.

The current booking flow supports full online payment, a 20% online reservation payment with the remaining 80% due at pickup/delivery, and cash payment for the full amount at pickup/delivery where offered for the booking.

The website displays the rental price before VAT, calculates the applicable 5% VAT separately and shows the VAT-inclusive total.

VAT treatment depends on the particular charge and applicable UAE tax rules. The booking or invoice shows the applicable tax determination rather than assuming every charge is taxed in the same way.

The final amount can change if you change the rental dates, vehicle category, services, delivery location or other booking details. Any applicable difference should be disclosed before acceptance.

Optional services such as baby seats, protection products, navigation equipment or chauffeur service are charged according to their applicable booking or Fee Schedule terms.

No. A card pre-authorisation is a temporary hold. It becomes an actual charge only when a properly attributable amount is subsequently charged under the Rental Agreement.

Refunds that are due are initiated within 7 working days of approval and, where practicable, returned to the original payment method, subject to bank and payment-provider timing.

AL WOJHA's standard minimum renter age is 18 years. Higher requirements may apply to certain vehicles or protection products.

The licence must normally have been held for at least one year at the start of the rental and remain valid throughout the rental.

UAE residents should provide the required identity document and a valid UAE driving licence. Additional documents may be required for specific bookings or checks.

Visitors generally need a valid passport, entry/visa documentation where applicable, and a driving licence accepted for use in the UAE. An International Driving Permit may be required depending on nationality and licence recognition.

Digital copies may assist with pre-checks, but AL WOJHA may require original or verifiable documents before contract activation.

Only an authorised driver included in the Rental Agreement may drive the vehicle. An unauthorised driver may invalidate applicable protections and breach the rental terms.

Additional-driver requests should be approved and documented by AL WOJHA before the person drives the vehicle. Availability, documentation and any charge apply.

AL WOJHA offers daily, weekly and monthly rental options, with vehicle-specific availability and pricing.

Dubai's RTA activity description defines car rental activity as vehicle rental without a driver for a minimum of one day. AL WOJHA bookings therefore use at least the applicable one-day rental period.

The default allowance is 250 km per rental day unless the vehicle-specific booking or Fee Schedule states otherwise.

Excess mileage is charged at the applicable vehicle/booking rate. The default AL WOJHA rate is AED 0.50 per excess kilometre unless the Fee Schedule states otherwise.

Yes, subject to vehicle availability, eligibility, payment and acceptance of the revised rental period and price. Request the extension before the current rental ends.

Off-road/desert use is not permitted unless AL WOJHA has expressly authorised a specific use in writing and the applicable insurance and regulatory requirements allow it.

Towing a trailer, caravan or other load is not permitted unless the specific Rental Agreement expressly authorises it.

Yes. Airport delivery is available subject to location, operating conditions, vehicle availability and the applicable Delivery/Fee Schedule.

Yes. Hotel delivery is available in supported areas, subject to the applicable delivery rules and charges.

Yes, where the requested address falls within AL WOJHA's supported delivery area and the applicable delivery fee and timing are confirmed.

No. Delivery, collection, airport, out-of-hours and inter-emirate charges depend on the location and Fee Schedule applicable to the booking.

You may request a pickup-location change. The change is subject to availability, operational feasibility and any price or delivery difference disclosed before acceptance.

A different return location may be possible if AL WOJHA approves it. A location, collection or one-way charge may apply where disclosed.

Return the vehicle to the agreed location and time with the keys, documents and equipment, at the agreed fuel level and in the condition required by the Rental Agreement.

Dubai's RTA car-rental activity requirements state that rental vehicles must have comprehensive motor insurance from a licensed insurer. Customer protection products are separate contractual options and do not replace mandatory vehicle insurance.

Full Insurance refers to an optional protection offering. Exact coverage, exclusions, deductible/customer contribution and price depend on the selected product and the applicable Rental Agreement.

CDW stands for Collision Damage Waiver. It is a protection option that can limit eligible customer liability for certain vehicle damage, subject to its terms, exclusions and deductible/excess.

SCDW is AL WOJHA's retained product name for an enhanced protection option. Its exact price, deductible, coverage and exclusions are vehicle- and agreement-specific.

No. A protection product does not automatically cover every loss. Exclusions, deductibles, prohibited uses, reporting requirements and other conditions remain applicable.

Yes. For an accident or other insurable incident, the required police/authority report remains important for applying applicable insurance or protection. Report the incident to AL WOJHA as soon as safe.

Do not assume it can be added after an incident or after the rental begins. Availability and purchase timing are subject to the product terms and AL WOJHA approval.

The applicable deductible/excess should be disclosed in the booking, protection product information or Rental Agreement before acceptance.

Tolls attributable to the rental are payable by the renter together with any disclosed AL WOJHA administration/service fee.

No. AL WOJHA's policy is that toll-related charges must be disclosed. The company may pass through the actual authority toll plus the disclosed administration/service fee.

The renter is responsible for traffic fines and other authority charges attributable to the rental, together with any disclosed administration fee where applicable.

Yes. Authority fines or toll information can be received after vehicle return. Properly attributable charges may therefore be reconciled against the rental record and deposit subject to the agreement.

A disclosed administration fee may apply where allowed by the Fee Schedule and Rental Agreement.

The deposit may be used to reconcile properly attributable tolls, fines, damage, parking, fuel, cleaning, late return or other charges expressly permitted by the agreement.

Yes. Baby-seat service is available subject to availability, vehicle compatibility and the applicable charge.

Tell AL WOJHA the child's age, weight and height when possible so the appropriate seat can be considered. RTA safety guidance distinguishes seat types by age/size and requires children to be appropriately restrained.

UAE traffic rules prohibit children under 10 years old, or persons under 145 cm in height, from sitting in the front seat. Applicable child-restraint rules must also be followed.

Yes. Navigation and safety equipment can be requested as an additional service, subject to the vehicle's compatible equipment and availability.

Depending on the booking, this may include navigation equipment and selected safety accessories. The exact items provided are confirmed for the vehicle and reservation.

Yes. Roadside Assistance is available subject to the applicable service and rental terms. In immediate danger, contact the relevant UAE emergency authority first.

Yes. Chauffeur service can be requested for eligible journeys, business travel, events and VIP requirements. Vehicle, hours, route and pricing are confirmed before acceptance.

Yes. AL WOJHA can discuss accessibility and mobility requirements before booking so that suitable arrangements can be considered and confirmed.

Contact the appropriate UAE emergency service first and obtain medical help. Contact AL WOJHA when it is safe to do so.

Follow the required UAE authority procedure, obtain the necessary report, preserve photographs and other evidence where safe, and notify AL WOJHA immediately.

Do not admit liability or negotiate a private settlement on behalf of AL WOJHA. Follow the authority-reporting process and contact AL WOJHA.

A required authority/police report is important for insurance and protection claims. The exact reporting process depends on the incident and applicable UAE requirements.

Contact the police immediately and notify AL WOJHA as soon as safe. Provide the authority report and any requested information.

Contact AL WOJHA and follow the instructions given. Do not continue driving if doing so could be unsafe or worsen the vehicle's condition.

A replacement vehicle may be arranged subject to availability, eligibility, insurance and operational conditions.

Under the current AL WOJHA commercial policy, the rental funds are refundable, subject to any lawful or clearly disclosed non-refundable amounts.

The current commercial policy applies a charge equal to one rental day, subject to the confirmed booking terms and applicable law.

A no-show is charged according to the confirmed booking terms, which currently provide for the full rental amount, subject to applicable law.

Refunds that are due are initiated within 7 working days after the cancellation/refund request is approved, with the original payment method used where practicable.

Requests made at least 24 hours before pickup are normally not subject to a modification fee, but availability, price differences and service changes still apply.

The change is subject to availability and any applicable disclosed charges.

Depending on the service, AL WOJHA may process identity, contact, account, booking, rental, driving-eligibility, document, inspection, payment-related, communications, technical and support information needed to operate the business.

Licence information is used to verify driving eligibility, create the rental record and meet contractual or regulatory requirements.

Rental records may include handover/return photographs, mileage, fuel, damage, inspection, toll, fine and settlement information where needed to operate and protect the rental transaction.

Where electronic contract execution or regulatory verification is used, AL WOJHA may process OTP, electronic-signature and related verification records.

No. AL WOJHA's privacy policy framework states that personal data is not sold.

Data may be shared with payment processors, insurers, hosting/IT providers, communications providers, service providers, regulators, authorities and professional advisers where necessary, lawful or required.

Cross-border processing or transfers are handled in accordance with applicable UAE data-protection requirements and the published privacy framework.

Yes. UAE data-protection rules provide rights relating to correcting inaccurate data and restricting or stopping processing in applicable cases, subject to legal exceptions.

Yes. The UAE Personal Data Protection Law provides a right to restrict or stop processing in certain circumstances, subject to applicable exceptions and legal requirements.

Dubai car-rental activity is regulated by RTA under the applicable Dubai legislation and permit framework. AL WOJHA's policies are intended to operate alongside those mandatory requirements.

TARS is the Transport Activities Rental System used within Dubai's regulated rental framework. The applicable RTA process governs rental contracts and related regulatory information.

RTA has stated that the unified car-rental contract applies across Dubai and is used through an automated system to define the rights and obligations of rental companies and renters transparently.

RTA states that the unified rental contract uses identity verification and a one-time password for the digital-signature process.

Yes. RTA states that the unified contract includes documentation of the vehicle condition at handover and return through images, and AL WOJHA's policy framework also records inspection evidence.

RTA has stated that the unified contract prohibits undisclosed fees and specifically refers to undisclosed additional toll-related charges. AL WOJHA's policy likewise requires disclosed operational charges.

Mandatory UAE federal law, applicable Dubai law and binding RTA/TARS requirements prevail over internal company policies.

No. The signed vehicle-specific Rental Agreement and its schedules govern the booked transaction, subject to mandatory law. Website information is general and should be read together with the confirmed booking and contract.

Yes. UAE traffic rules require seat belts for the driver and passengers. The driver can be responsible for passenger seat-belt violations.

Using a mobile phone while driving is a traffic violation. Customers should use hands-free systems only where legally permitted and keep full attention on driving.

No. Driving under the influence is prohibited and can invalidate rental protections and create serious criminal and traffic consequences.

Travel within the UAE is normally permitted unless the vehicle-specific Rental Agreement or applicable law states otherwise. Inter-emirate travel does not remove the customer's responsibility for tolls, parking and traffic rules.

Do not plan cross-border travel without prior written confirmation from AL WOJHA. The default policy is UAE-only, and cross-border travel is subject to regulatory, insurance and documentation requirements.

No, not unless the relevant activity is expressly authorised. A normal rental vehicle must only be used for the purposes permitted by the Rental Agreement and applicable law.

The deposit is vehicle-specific and management-configured. The exact amount and method are disclosed before or at handover and recorded in the Rental Agreement.

AL WOJHA's current target is release within 25 days after vehicle return and completion of reconciliation, subject to bank/payment-provider timing and legitimately pending authority or third-party charges.

It may remain pending where legitimate authority or third-party charges, reconciliation or payment-provider processing are still outstanding. Any extension should be handled transparently.

Properly documented damage, fines, tolls, parking, missing items, fuel, cleaning, late return or other amounts expressly permitted by the Rental Agreement may be reconciled against the deposit.

Normal wear and tear is distinguished from customer-attributable damage. Any charge should be based on the applicable inspection and Rental Agreement terms.

The handover and return process may include photographs, mileage, fuel and inspection evidence. Ask the AL WOJHA team for the applicable rental record if you need clarification.

Cleaning charges may apply when the vehicle is returned in a condition that falls outside the permitted return standard and the applicable charge is disclosed.