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Refund nol Cards Balance

This service enables you to refund, as per the terms and conditions, your nol card remaining or pending balance, or unused Travel Pass in case of a lost, damaged, faulty, or expired nol card, or if you wish to cancel your nol card. It also allows you to refund ridership overcharge on Bus, Metro and Tram.

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Apply Now
Eligibility
Holders of nol cards or valid Travel Pass can benefit from this service.
Required documents
  1. nol card Tag ID
  2. A registered or personal alternative nol card in case of a nol balance transfer
  3. Mobile number
Service fees
  • Cash Refund: 2.5% or 5 AED, whichever is higher
  • nol Balance Transfer: the refund amount is transferred to the new/alternative Registered or Personalised nol card with no service fees
  • Overcharge refund: free of charge.
Process time
  • Refund request: after 4 days from the application date.
  • Overcharge refund request: 3 days, or 7 days if further verification is required.
  • Transferred nol Balance activation: 45 minutes to 4 hours.
RTA Smart Apps
Website
Ticket Vending Machines
  • Smart Service Machines
  • Ticket Office Machines.
Self Service Machines
Process

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

  1. The customer applies for the refund in any RTA authorised channel.
  2. The customer provides his nol tag ID and mobile number, and the Pin code of the nol card he would like to refund.
  3. The customer selects the refund method (cash or nol balance transfer).
  4. The customer reviews the refund details and agrees to the terms and conditions.
  5. The customer confirms and submits the application.
  6. The card blocking request is created on the card after confirmation.
  7. The refund is approved after 4 days from the date of submitting the application.
  8. The customer receives a refund SMS confirmation upon approval.
  9. The customer collects the refund depending on the selected option:
    • Cash: at any Metro station listed on the refund SMS approval, or through the Smart Teller Machines located at any Customer Happiness Centre.
    • 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 in and out in any Metro gates).

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

  1. The customer applies for the replacement or renewal of his personal nol card through RTA website
  2. The customer enters his nol tag ID and mobile number.
  3. The customer selects the reason for refund and enters the PIN code.
  4. The customer selects the refund method (cash or nol balance transfer).
  5. The customer reviews the refund details and agrees to the terms and conditions.
  6. The customer confirms the refund application.
  7. The card blocking request is created on the card after confirmation.
  8. The refund is approved after 4 days from the date of submitting the application.
  9. The customer receives the refund SMS confirmation upon approval.
  10. The customer collects the refund depending on the selected option:
    • Cash: at any Metro station listed on the refund SMS approval, or through the Smart Teller Machines located at any Customer Happiness Centre.
    • 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 in and out in 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, nol Pay application, Self Service Machines).
  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 visits RTA Website.
  2. The customer selects Public Transport under the services tab.
  3. The customer selects Refund nol Cards Balance, then clicks on Apply now.
  4. The customer enters his Tag ID and mobile number.
  5. The customer selects Overcharge Refund.
  6. The customer enters the required details.
  7. The customer submits the application.
  8. The request is approved after 3 days, or 7 days if further verification is required.
Average waiting time
  • Instantly.
Validity
  • 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.
What you will get

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

Terms and conditions

General Rules

  • Card Refund: The customer receives his remaining balance amount in cash (with service fees) or transferred to his alternative nol card (free of charge).
  • Only customers with a valid/working nol card can request a card cancellation and refund at any Ticket Office Machine. The refund is issued immediately at the station provided that the remaining balance is not more than 100 AED. Otherwise, the refund is submitted through RTA’s authorised channels provided that the nol card is personal or registered.
  • If the card becomes faulty in the middle of the trip, the customer is allowed to complete the trip without paying any fees.
  • In case of a damaged, lost or expired card, the customer bears the fees of issuing a replacement card.
  • nol card is blocked within 48 hours from reporting it as stolen/lost, and RTA is not responsible for any financial loss incurred during this period due to any type of card usage.
  • 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 or any Self Service Machine.
  • In case of a nol balance transfer, the alternative card must be personal or registered.
  • 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.
  • The customer cannot apply for a refund once the card is blacklisted/blocked.
  • 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 personalised or registered faulty nol card holders can apply for refund through RTA Website and MLT Smart Service Machines.
  • The customer can check his nol card balance by clicking Check nol balance from RTA Website home page.

Refund Virtual nol cards (available only on compatible Samsung and Huawei phones and Huawei watches):

  • Customers can apply for a refund through nol Pay application.

Refund registered nol cards

  • In case a registered nol card becomes 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 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 is issued a Retention card (optional) and his new personal card is delivered to him in 4 working 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.

Refund nol anonymous cards:

  • 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 not 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.
  • If the card becomes faulty after more than 30 days from its purchase date, the customer is not eligible for a free card replacement.
  • 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 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).

Refund Red Ticket:

  • 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 are not 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 has not been used.

Refund 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 days from the date of the travel.
  • The customer can apply for ridership overcharges only on Metro, Bus and Tram.
  • The Overcharge Claim Refund Request is approved within 3 calendar days. However, if the customer exceeded the limit of 3 Overcharge Claim Refund Requests, or any additional clarification is required, then the verification and approval take up to 7 days.
  • 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 with concession.
FAQs
  • Question 1: Can the customer refund the remaining balance in case of a lost personal card?

Answer 1: In case of a lost or stolen personalised or registered nol card, the customer should submit a refund request immediately in any of RTA authorised channels.

  • Question 2: Can holders of anonymous nol cards apply for refund through RTA website?

Answer 2: Anonymous card holders cannot apply for refund through online channels. Customers should register their cards to use the online channels.

  • Question 3: Can the customer replace and get a refund for a faulty Red ticket?

Answer 3: If the customer purchased the red ticket from the Metro station and the ticket was found faulty (not working) at the same Metro station, then the metro staff will replace the card. If the card was used then got faulty, no replacement will be issued.

  • Question 4: Can a customer apply for an overcharge refund through the RTA website if his card is a nol Combi card?

Answer 4: Yes, Combi card holders can apply for an overcharge refund that occurred while using the Bus, Metro or Tram. However, if a customer lost or replaced his nol Combi card, the request should be raised and initiated by the bank.

Note: Customers cannot register their anonymous card in case it was lost, stolen, faulty or damaged; as the registration won't be activated.

  • Question 5: How can a customer track the status of the refund application?

Answer 5: The customer can track and view the status of the refund application through RTA Website.

  • Question 6: What happens if a nol card was stolen or lost?

Answer 6: In case of a lost/stolen personalised or registered nol card, the customer must submit a refund request immediately in any RTA authorised channel, and make sure not to perform any type of transaction once the card is reported as stolen or lost. If customer wants to replace his lost/stolen personal nol card, he has to apply for the service through RTA website.

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