Last Updated: May 26, 2025
This Refund Policy outlines the procedures and conditions for refunds related to RouteCard purchases, card balances, and services. Please read this policy carefully to understand your rights and our responsibilities regarding refunds.
The initial purchase price of a RouteCard is non-refundable once the card has been issued. This is due to the administrative costs associated with card production, personalization, and delivery.
If you receive a defective card that does not function properly upon first use, you may request a replacement card at no additional cost. The defective card must be returned to us within 14 days of receipt for verification.
To request a replacement for a defective card, please contact our customer service team with your order details and a description of the defect.
For registered RouteCards, you may request a refund of the remaining balance on your card under the following circumstances:
In these cases, an administrative fee of AED 10 will be deducted from the refund amount.
For unregistered RouteCards, we are unable to process balance refunds due to the inability to verify ownership of the card.
Refunds are only processed for balances exceeding AED 20. For balances below this amount, we encourage you to use the remaining value for travel or transfer it to another RouteCard.
If you attempt to recharge your RouteCard online and the transaction fails, but your payment method is charged, the amount will be automatically refunded to your payment method within 5-7 business days.
If you are charged multiple times for the same recharge transaction, the duplicate charges will be automatically refunded to your payment method within 5-7 business days.
If you accidentally recharge your card with an incorrect amount, we do not provide refunds for successful transactions. The amount will be added to your card balance and can be used for future travel.
Monthly passes or subscriptions purchased through RouteCard are non-refundable once activated. If you have not yet activated your monthly pass, you may request a refund within 24 hours of purchase, subject to an administrative fee of AED 10.
Annual passes may be eligible for a partial refund if canceled within the first 30 days of activation. The refund amount will be calculated based on the remaining validity period, minus an administrative fee of AED 25.
To request a refund, please:
Depending on the reason for your refund request, you may need to provide the following documentation:
Refund requests are typically processed within 14 business days from the date we receive your complete request with all required documentation. Once approved, the refund will be issued using the original payment method when possible, or by bank transfer for other cases.
Refunds will be processed using the following methods:
RouteCard reserves the right to make exceptions to this policy on a case-by-case basis. We may also modify this policy at any time, with changes being effective immediately upon posting to our website.
In cases of technical errors or system malfunctions that result in incorrect charges or balance deductions, we will investigate and provide appropriate refunds or balance adjustments without applying administrative fees.
If you have any questions about our Refund Policy or need assistance with a refund request, please contact us: