Refund Policy

Last Updated: May 15, 2023

This Refund Policy explains the terms and conditions for refunds related to AE Smart Card products and services. We strive to provide excellent service and value to our customers, and this policy is designed to be fair and transparent. Please read this policy carefully to understand your rights and options regarding refunds.

1. Smart Card Purchase

1.1 Card Fee

The initial card fee (currently 20 AED) paid for the physical smart card is non-refundable. This fee covers the cost of the card and card issuance.

1.2 Defective Cards

If your smart card is defective upon purchase or becomes defective due to a manufacturing fault within 30 days of purchase, we will replace it free of charge. To qualify for a replacement:

• The card must not show signs of physical damage, tampering, or misuse
• You must present the original receipt or proof of purchase
• The card must be returned to our customer service center for inspection

2. Smart Card Credit

2.1 Unused Credit

Refunds for unused credit on a standard smart card may be requested under the following conditions:

• The smart card must be registered in your name in our system
• The remaining balance must be at least 20 AED
• You must present a valid ID that matches the registered name on the card
• The card must be surrendered at the time of refund

2.2 Administrative Fee

A processing fee of 10 AED will be deducted from the refunded amount for all credit refunds.

2.3 Payment Method

Refunds will be issued using the same payment method used for the original purchase whenever possible. If the original payment method is no longer available or valid, we may issue the refund by an alternative method at our discretion.

• Credit card purchases: Refunded to the same credit card used for purchase
• Cash purchases: Refunded in cash at our customer service center
• Online purchases: Refunded to the original payment method or account

2.4 Processing Time

Refund processing times vary based on the payment method:

• Cash refunds: Immediate (when processed at our customer service center)
• Credit card refunds: 7-14 business days (depending on your card issuer)
• Bank transfers: 5-10 business days

3. Tourist Passes

3.1 Unused Passes

Tourist passes (1-day, 3-day, or 7-day) are eligible for a refund under the following conditions:

• The pass has not been activated (first use)
• The request is made within 30 days of purchase
• You must present the original receipt and the unused pass

3.2 Partial Refunds

Once a tourist pass has been activated (first use), it is no longer eligible for a refund, regardless of how much of the validity period remains.

4. Corporate Programs

Refunds for corporate smart card programs are subject to the specific terms outlined in the corporate agreement. Corporate customers should contact their account manager for detailed information regarding refunds.

5. Exceptions

5.1 Service Disruptions

In the event of significant, extended service disruptions that prevent the use of our services, we may, at our discretion, offer compensation such as extended validity periods, credit, or partial refunds. Such offers will be evaluated on a case-by-case basis.

5.2 Special Circumstances

We recognize that exceptional circumstances may arise. In cases such as serious illness, relocation outside the service area, or other significant life events, we may consider refund requests that fall outside the standard policy. Such requests will be evaluated on a case-by-case basis and may require supporting documentation.

6. How to Request a Refund

To request a refund, you may choose one of the following methods:

• In Person: Visit our main customer service center at Al Wahda Mall, Level 2, Abu Dhabi with your smart card, valid ID, and original receipt (if available)
• Online: Submit a refund request through your account on our website (for registered cards only)
• Email: Send a detailed request to [email protected] including your full name, card number, and reason for refund
• Phone: Call our customer service at +971 2 555 1234 to initiate the process

7. Refund Approval

All refund requests are subject to verification and approval. We reserve the right to deny refund requests that do not meet the criteria outlined in this policy or if we suspect fraudulent activity.

8. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be effective when posted on this page with a revised "Last Updated" date. We encourage you to review this Refund Policy periodically.

9. Contact Us

If you have any questions or concerns about this Refund Policy, please contact our customer service team:

AE Smart Card
Al Wahda Mall, Level 2
Hazza Bin Zayed Street
Abu Dhabi, UAE
Email: [email protected]
Phone: +971 2 555 1234