Roads & Transport Authority - Service Details

• nol Pay (Huawei)

• RTA Website

• Smart Service Machines
  
• Ticket Office Machines.

• 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
• Al Mutakamela Center - Al Aweer
• Al Mutakamela Center - Al Qouz
• Tamam Vehicle Testing
• Emirates Towers

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 (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 replacement and enters the PIN code.
4. The customer enters his personal information and uploads the valid required documents (e.g., home address, phone number, valid Emirates ID, school letter)
5. The customer reviews the refund details and agrees to the terms and conditions.
6. The customer confirms the request and pays the replacement fees.
7. The customer confirms the application.
8. The card blocking request is created on the card after confirmation.
9. The customer provides the payment details and submits the application.
10. The new card is issued and the refund approved after 4 days from the date of submitting the application.
11. The customer receives the refund SMS confirmation upon approval.
12. The refund balance is transferred to the new card.
13. To activate the refunded amount, the customer inserts the card or taps it on any online device (parking machines, solar top up machines or nol pay or check in and out in 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, 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.

• Instantly.

• Cash refund: The customer has to collect his refund within 60 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

• 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 (combi cards), 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.

Refund Virtual nol cards (available only on compatible 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 new card of the same type is issued with a 6 AED issuance fees and 19 AED new card default 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 new card of the same type is issued with a 6 AED issuance fees and 19 AED new card default 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.