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Rental terms

Last updated October 22, 2026

These terms apply to every rental from Orivio Luxury Car Rental (اوريفيو لكجري لتأجير السيارات), licensed by the Department of Economy and Tourism (DED), Dubai, with its registered office at Office 02, Fronds Building, Sheikh Zayed Road, Al Goze Industrial Third, Dubai, United Arab Emirates. Please read them before you book: by confirming a booking, you accept them. Questions are welcome on WhatsApp or by phone at +971 56 210 4446, or by email at info@orivioluxury.ae.

In these terms, "we" and "us" mean Orivio Luxury, and "you" means the person who makes the booking and the drivers named on it.

1. Booking and confirmation

  • Sending a booking request on our website, by WhatsApp or by phone does not yet create a contract. We first check that the car is available for your dates and confirm the final price.
  • Your booking is confirmed when we send you a written confirmation (by WhatsApp or email) with the car, dates, delivery details and total price, and you accept it by paying as agreed.
  • Prices on the website are estimates until confirmed. If the confirmed price differs from the estimate, you may decline it without any charge.
  • We show a car representative of the model. The car you receive is the model booked; colour and trim may differ unless we have confirmed them in writing.

2. Prices and payment

  • Prices are in UAE dirhams (AED) and shown without VAT. VAT at 5% is added and shown separately in your confirmation.
  • You pay after we confirm, by card, payment link, bank transfer or cash, as agreed with us.
  • The confirmed price includes the rental, the included kilometres, comprehensive insurance and any delivery fees and extras listed in it. Fuel, fines, tolls and charges described in these terms are extra.
  • Refunds are paid back to the original payment method where possible. Bank or payment-provider charges for a refund are paid by you.

3. Rental period and late return

  • A rental day is 24 hours from the delivery time in your confirmation.
  • You may return the car up to 2 hours after the end of the rental without charge. Beyond 2 hours, a further rental day is charged at the car's daily rate.
  • To extend a rental, ask us before it ends. Extensions depend on availability and are charged at the rate we confirm.
  • If you return the car early, the unused days are not refunded.
  • If the car is not returned and you cannot be reached, we may recover it and report it to the police.

4. Security deposit

  • A refundable security deposit is held on a credit card in the main driver's name at delivery. The amount depends on the car and is stated in your confirmation.
  • The deposit covers costs that may arise from the rental, such as traffic fines, Salik tolls, parking, extra kilometres, fuel, cleaning, damage up to the insurance excess, and late return.
  • We release the deposit up to 21 working days after the rental ends, because traffic fines can take that long to be reported. If costs arise, we deduct them and give you a breakdown. Fines reported after the release remain payable by you.

5. Drivers and documents

  • Every driver must meet the age and licence requirements and provide the documents listed on our rental requirements page.
  • Only drivers named on the booking may drive. Letting anyone else drive breaks these terms and voids the insurance.
  • You must not drive under the influence of alcohol, drugs or medication that affects driving, and must follow UAE traffic law at all times.

6. Using the car

  • The car may be driven only on public roads in the United Arab Emirates. Driving outside the UAE, in the desert, off-road, on a race track, or in any race, rally, drift or speed test is not allowed.
  • No smoking, pets or illegal goods in the car. The car may not be used for hire or reward, to tow, or to teach anyone to drive.
  • Keep the car locked when parked and the keys with you. Lost or damaged keys are charged at the cost of replacement.
  • If a warning light comes on or something seems wrong, stop safely and call us.

7. Mileage and fuel

  • Each rental day includes 250 km unless the car's page or your confirmation says otherwise. Extra kilometres are charged at the per-km rate in your confirmation.
  • Return the car with the fuel level it had at delivery. Missing fuel is charged at cost plus the refuelling service charge in your confirmation.

8. Traffic fines, Salik tolls and parking

  • You are responsible for all traffic fines, Salik toll crossings (and other road tolls, such as Darb in Abu Dhabi) and parking charges incurred during the rental, and for any black points under UAE law.
  • Tolls and parking are charged at cost. Traffic fines are charged as issued by the authorities, together with any administration fee stated in your confirmation.
  • Where the law allows, fines and black points are transferred to the driver's name.

9. Insurance and excess

  • Every car has comprehensive insurance under UAE law.
  • If the car is damaged, stolen or written off, you pay the insurance excess stated in your confirmation for each incident. The excess is higher for drivers aged 21 to 24.
  • If the car is a total loss and you were at fault, you pay 20% of the car's market value in addition to the excess.
  • A police report is required for any damage or accident, however small, including damage found when parked. Without a police report the insurance does not cover the damage, and you pay the full cost of repair.

10. What the insurance does not cover

You pay the full cost of all damage, losses and third-party claims, without the protection of the insurance, if:
- the driver was under the influence of alcohol or drugs, or broke the law in a way that caused the damage;
- the car was driven by someone not named on the booking;
- the car was used for racing, drifting, off-road or desert driving, on a track, or outside the UAE;
- the damage was caused deliberately or by clear negligence (for example, driving through flood water or leaving the car unlocked with the keys inside);
- no police report was obtained.

Personal belongings left in the car are not insured.

11. Damage and accidents

  • At delivery and return we inspect the car together and record its condition with photos. Please point out anything you see.
  • In an accident, stop, make sure everyone is safe, call the police (999, or 901 for non-emergencies) and then call us. Do not admit liability or move the car unless the police ask you to.
  • Damage to tyres, wheels, glass, the interior or the underside, and the cost of recovering the car after an accident, are charged as part of the excess or at cost where the insurance does not cover them.
  • If the car cannot be used because of an accident you caused, loss of use may be charged at the daily rate while it is repaired, up to 30 days.
  • Excessive cleaning (for example sand, smoke, stains or pet hair) is charged at cost.

12. Delivery and collection

  • We deliver and collect at the addresses in your confirmation. Delivery and collection are free within 25 km of our Dubai branch; further away in Dubai and to other emirates, a fixed fee applies for each trip.
  • At delivery, the main driver must be present with the original documents and the card for the deposit. If we cannot hand over the car because these are missing, the booking is treated as a late cancellation.
  • Please be at the address at the agreed time. If you need to change the time or address, tell us as early as possible.

13. Changes and cancellations

See our cancellation policy.

14. Breakdowns and replacement cars

If the car breaks down through no fault of yours, we will repair it or replace it with a similar car as soon as reasonably possible. If we cannot, we refund the unused days. We are not responsible for indirect losses such as missed flights or events.

15. Our responsibility

We deliver a clean, safe, roadworthy and insured car at the agreed time. If we cannot provide the car you booked, we offer a similar car or a full refund of what you paid for the affected days. Nothing in these terms limits rights you have under UAE consumer protection law.

16. Your personal data

We handle your personal data as described in our privacy policy.

17. Governing law

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have jurisdiction. If any part of these terms is found invalid, the rest still applies.