• nol Pay (Apple Store, Android, Huawei)

• RTA Website

• Ticket Office Machines in metro stations

• Customer Happiness Centre - Umm Ramool
  
• Customer Happiness Centre - Deira
• Customer Happiness Centre - Al Barsha
• Customer Happiness Centre - Al Manarah
• Customer Happiness Centre - Al Twar
• Customer Happiness Centre - Al Kifaf
• Tasjeel Al Tawar
• Barsha Tasjeel
• Al Satwa AutoPro Centre
• Muhaisna Shamil
• Tamam Vehicle Testing
• Al Mutakamela Center - Al Aweer
• Al Mutakamela Center - Al Qouz
• Emirates Towers

In case of a damaged, lost, faulty, or expired Personal or Registered nol card

1. The customer logs in to RTA website using his UAE Pass or through his RTA account.
2. The customer selects Refund on the dashboard.
3. The customer clicks Refund Type, then Refund nol card Balance.
4. The customer enters the nol card Tag ID and clicks Next.
5. The customer selects the reason for refund.
6. The customer selects the refund method (cash or nol balance transfer) and enters the PIN code.
7. The customer confirms and submits the application.
8. The card blocking request is created.
9. The refund is approved after 4 calendar days.
10. The customer receives an SMS with the approval.
11. The customer shares the nol Tag ID or the first SMS received on the registered phone number with the Metro station staff.
12. The customer collects the refund depending on the selected option:
    • In cash at any Metro station listed in the SMS approval.
    • Through nol balance transfer: To activate the refunded amount transferred to the alternative card, the customer inserts the card or taps it on any online device (nol Pay application, parking machines, solar machines, or check-ins and check-outs at any Metro gates).

In case of cancellation of a valid and active nol card

1. The customer heads to the Ticket Office Machines located at any Metro station.
2. The customer surrenders the nol card to the station agent.
3. The station agent validates if the card is still valid and active, and its current balance is not more than 100 AED.
4. If the balance is above 100 AED, the customer has to apply through other RTA authorised channels (RTA Website and nol Pay application).
5. If the balance is 100 AED or below, the station agent issues the cash refund with service fees of 2.5% or 5 AED, whichever is higher.

In case of an Overcharge

1. The customer logs in to RTA website using his UAE Pass or through his RTA account.
2. The customer selects Refund on the dashboard.
3. The customer clicks Refund Type, then Refund Overcharge Claim.
4. The customer enters the nol card Tag ID and clicks Next.
5. The customer enters the required details (transport mode, usage date, overcharge reason, route, mobile number, and email address).
6. The customer submits the application.
7. The request is approved within 7 working days.

Through nol Pay app

Refund Balance to the Card

1. The customer logs in using his UAE Pass.
2. The customer selects Refund nol Card Balance.
3. The customer places the nol card on the NFC area or selects any of the cards linked to his RTA account.
4. The customer selects the reason for refund.
5. The customer selects Transfer to nol Card.
6. The customer places the card he wishes to transfer the balance to on the NFC area or selects one of the cards linked to his RTA account.
7. The customer confirms and submits the application.
8. The card blocking request is created.
9. The refund is approved after 4 calendar days.
10. The customer receives the approval by SMS.

Refund in Cash

1. The customer logs in using his UAE Pass.
2. The customer selects Refund nol Card Balance.
3. The customer places the nol card on the NFC area or selects any of the cards linked to his RTA account.
4. The customer selects the reason for refund.
5. The customer selects Collect Cash.
6. The customer shares his Tag ID or the first SMS he received on the registered phone number with the Metro station staff.

Overcharge Refund Request

1. The customer logs in using his UAE Pass.
2. The customer selects Overcharge Refund Request.
3. The customer places the nol card on the NFC area or selects any of the cards linked to his RTA account.
4. The customer selects the following details:
   • Transport mode
   • Trip date
   • Overcharge reason
   • Bus Route number/Station number
5. The customer confirms the application details and submits the application.

• Instantly.

• Cash refund: The customer has to collect his refund within 30 days from the approval date.
• nol Balance Transfer: the refund is valid for activation within 180 days from the date of approval.
• Overcharge Refund: the refund is valid for activation within 180 days from the date of approval.

The customer receives his remaining balance amount in cash (with service fees) or transferred to an alternative nol card.

General Rules

Eligibility Criteria and Refund Cases

• Only customers with Personal or Registered nol cards can apply for a refund through RTA digital channels.

Lost or Damaged Cards

• Refund requests for lost/damaged cards are only accepted after applying for a replacement or renewal.
• Personal or registered nol card is blocked within 48 hours from reporting it as stolen/lost, and RTA isn't responsible for any financial loss incurred during this period due to any type of card usage or if the card isn't blocked.
• In case of a damaged, lost, or expired card, the customer bears the fees of issuing a replacement card.
• If the card becomes faulty in the middle of the trip, the customer is allowed to complete the trip without paying any fees.

Overcharge

• For overcharge refund, a valid alternative nol card is required if the entered nol card is expired or will expire within 7 days.
• The customer should apply within 5 calendar days from the date of the travel.
• The customer can apply for ridership overcharges only on Metro, Bus, and Tram.
• The maximum refund amount for an Overcharge Claim Refund is 4.50 AED for regular nol cards, 9.00 AED for Gold nol cards and 2.25 AED for nol cards for Senior Emiratis and Residents, Students, and POD.
• The refund is valid for activation within 180 days from the date of approval.
• Once the refund is approved, the customer receives an SMS on the registered mobile number.

Red Ticket Refund

• The Red nol ticket is refundable in cash at all Metro stations only if the customer surrenders it within 30 days from the date of its purchase, and he has not used any day of the Travel Pass. A service fee of 2 AED applies.
• Damaged nol Red Tickets due to misuse aren't refundable or replaceable.
• A faulty nol Red Ticket is replaceable once validated in Metro stations within 30 days from the date of its purchase, provided that the ticket hasn't been used.

Anonymous nol Card Refund

• Anonymous nol card holders can only apply for a refund if the card is still active (not blocked, expired, damaged, or faulty), with a balance of no more than 100 AED. This service can only be done through the Ticket Office Machines located at any Metro station after the customer surrenders his card.
• The customer can only replace a faulty or damaged nol card within 30 days from its purchase date. In case the nol card becomes faulty or damaged after 30 days, the customer must pay the replacement fees.
• In case an anonymous nol card becomes faulty within 30 days from the date of its purchase, the customer must proceed to any Ticket Office Machine for validation. If the customer is eligible for a refund, a nol card of the same category is immediately issued and is exempted from the issuance fee of 6 AED, and an amount of 19 AED will be paid for the new card balance.
• nol card registration fees are non-refundable and non-transferable in any case (lost, damaged, faulty, or expired nol cards).

Card Cancellation

• If the customer wishes to cancel the card and has an active Travel Pass on it, he should apply for a refund through RTA Website, nol Pay, or any Self Service Machine.
• In case of a nol balance transfer, the alternative card must be personal or registered.

Personal or Registered nol Card Refund

• In case a registered nol card becomes damaged or faulty within 30 days from the date of its purchase or issuance, the customer must proceed to any Ticket Office Machine for validation. If the customer is eligible for a refund, a nol card of the same category is issued and is exempted from the issuance fee of 6 AED, and an amount of 19 AED will be paid for the new card balance.
• In case a personal nol card becomes damaged or faulty within 30 days from the date of its purchase or issuance, the card holder has to surrender his card and provide his details to the Metro station staff. He's issued a Retention card (optional) and his new personal card is delivered to him in 4 days.
• If the customer opted to have a retention card, an anonymous silver card is issued at the station free of charge, but he has to pay 19 AED for the default balance.
• The refund balance of a personal nol card is transferred to the customer's new personal card once issued.
• The replacement of a faulty personal or registered nol card is only valid within 30 days from the date of its issuance. If the card gets faulty after the given time frame, then the customer bears the replacement fees to issue a new card.
• For nol cards issued by the bank (Go4it), the refund request should be raised directly to the issuing bank in case of a lost, damaged, faulty, or expired card.
• Only registered or personal faulty nol card holders can apply for refund through RTA Website, nol Pay app, and MLT Smart Service Machines.

Virtual nol Card Refund

• This service is available only on compatible Samsung and Huawei phones and Huawei watches.
• Customers can apply for a refund through nol Pay application.

Cash Refund and Refund Activation

• The customer receives 2 SMS messages:
  • The first confirms that the refund request was received and includes the nol Tag ID of the card to be refunded.
  • The second is sent once the request is approved and includes instructions on how to collect the amount (for cash refunds) or activate it (for transfers to another nol card).
• The refund request is cancelled if the refund isn't collected within 30 days.
• The customer can apply for cash refund if the balance is less than 100 AED.
• The customer must insert/tap the card in any of the below online devices after 45 minutes to 4 hours of receiving the refund SMS, for the refund amount to be reflected on the alternative nol card:
  • Metro Gates: 45 minutes to 4 hours
  • Solar Machines: 45 minutes
  • Parking Machines: 45 minutes.
  • nol Pay: 45 minutes.
• The customer receives an SMS confirmation once the refund is approved. In case of a cash refund, the message will include the metro stations where the amount can be collected in cash.
• To collect the refund amount in cash, the customer must present the refunded nol card Tag ID which is shared in the first SMS sent when the application is submitted.
• The customer receives the remaining balance amount in cash (after deducting the service fees) or can have it transferred to an alternative Personal or Registered nol card for free.
• After receiving the SMS confirming the refund transfer to another nol card, the customer must tap the nol card on any online device within 45 minutes to 4 hours for the refund amount to be reflected on the new card.
• The customer can only get a refund in cash if the refund amount is less than 100 AED.
• In case of a cash refund, the customer must collect the refund within 30 days from the approval date.
• In case of nol balance transfer, the refund is valid for activation and use within 180 days from the approval date. Once the refund is approved, the customer receives an SMS on the registered mobile number.