Careem FAQs

We sincerely apologize for the inconvenience. Sometimes Captains have to deal with factors out of their control like traffic, roadworks, or detours.

If you feel the Captain was irresponsible and caused your ride charges to increase, please report the issue below.

Please note that rides taken more than 45 days ago are not eligible for a fare review.

In case of an accident, please call the police (999) and the ambulance (998) immediately for further assistance and inform Customer Service on +97144405263 (timings 8 AM - 11 PM) of the accident for further instructions.

Please make sure to first inform the Police (999) of the situation and await further instruction. We require you open a case with the police and reach out to our Customer Service through +97144405263 (timings 8 AM - 11 PM) with a valid case ID or share the details on the contact us tab immediately.

You can share feedback and complaints through the Contact Us tab located in the FAQ section of the app.

You can reach out to Customer Service on +97144405263 (timings 8 AM - 11 PM). If you find yourself in a situation wherein it is past customer service hours, please keep the bike safely in your possession, reach out to us on the Contact Us tab with complete details and we will get back to you as soon as possible.

Return the bike to the closest dock and press the red button with a wrench icon. A red light appears on the dock, so no other rider can use it until it is fixed by a technician. If you are unable to move the bike please reach out to Customer Service through +97144405263 (timings 8 AM - 11 PM). If it is past service hours you are obligated to keep the bike in your safe possession and share complete details of the situation through the Contact Us tab, we will reach out as soon as possible.

Please try and find the next nearest station to you. We urge you not to leave the bike unattended and unsecured at any point of time. If you have difficulty finding an empty station please reach out to Customer Service through +97144405263 (timings 8 AM - 11 PM) for further instructions

If there is a bike on the dock, it means the bike is broken and cannot be used until it is fixed by a technician. If there is no bike on the dock, it means there is an issue with the dock. It will not accept a bike return. If the bike you take out has an issue, just return it to the closest dock and press the button with the wrench icon.

If you are unable to move the bike to the nearest station please inform the customer service through +97144405263 (timings 8 AM - 11 PM). If it is past service hours you are obligated to keep the bike in your safe possession and share complete details of the situation through the Contact Us tab, we will reach out as soon as possible.

A station is the strip of bikes that are available around the city. These stations are solar-powered and hold a varying number of bikes. The dock is what holds the available bikes. Bikes are locked into a docking port and can only be unlocked by scanning the QR code or entering a 5-digit code on the keypad on the dock.

A kiosk or map frame is located at most stations. This is where you will find the Careem BIKE station map and information on how to use the bike.

Always try and ride on a dedicated bike lane when available. Watch out for your environment when riding on streets or pavements.

Download the Careem BIKE app from the App Store or Google Play Store. Log in with your Careem account details or sign up for a new account. Once your account is set up, you can choose a yearly, monthly, weekly or daily membership plan.

There are four membership options to choose from:

1 Year at AED 420 (Less than AED 2 per day)

1 Month at AED 75

1 Week at AED 50

1 Day at AED 20

Take as many 45-minute trips as you like while your membership is active. Additional fees apply when you extend the trip beyond 45 minutes at AED 10 for every additional 30 minutes. Trip ends when the bike is docked.

With any active membership, you can take as many rides as you like as long as each trip is less than 45 minutes. If you’re about to run out of time, simply return your bike to a docking station for a moment to avoid being charged an extension fare. If you wish to keep a bike longer than 45 minutes you will be charged an extension fare of AED 10 for every additional 30 minutes.

Once you’ve signed up on the Careem BIKE app and have an active membership plan you can unlock any bike by either scanning the QR code on the bike frame or entering the 5-digit code on the keypad on the dock. Once done, a green light appears on the dock and unlocks the bike. Remove the bike from the dock by lifting the seat or pulling backwards on the handlebars.

With any active membership, you can take as many rides as you like as long as each trip is less than 45 minutes. If you wish to keep it longer your options are:

Dock the bike and start a new ride by unlocking the same or another bike

If you don’t want to dock the bike within 45 minutes you will incur an extension fare of AED 10 for every additional 30 minutes you keep the bike.

Return the bike to any one of the stations with an open dock. You’ll be able to locate stations through the app. Match the triangle on the front of the bike with the dock and insert the bike firmly into the dock. A green light appears on the dock with a buzzer sound indicating the bike has been locked correctly.

Match the triangle on the front of the bike with the dock and insert the bike. A yellow light then appears. If a green light appears, the bike locks into the dock and your ride has ended. If a red light appears, the bike is not locked into the dock. If no light appears, the bike is not locked into the dock. If a red light or no light appears, remove the bike from the dock and re-insert the bike into the dock. If you have trouble docking your bike, reach out to Customer Service through the Careem BIKE app.

Tip: Push from behind the bike seat to dock the bike properly.

The ride starts as soon as you unlock the bike from the dock, from then you can use the bike for 45 minutes. If you choose to extend the trip beyond 45 minutes, an extension fare of 10 AED for every additional 30 minutes will apply. The ride ends when the bike is docked back.

Bike share was created for quick trips and getting from Point A to Point B. Rides are limited to 45 minutes to ensure bike availability for all riders to “share.”

If you keep the bike longer than 45 minutes at a time, it’s an extra AED 10 for each additional 30 minutes. Remember to dock your bike before 45 minutes to avoid the extra charges.

While you have the bike you are legally obligated to keep it safe under your possession. Any damage or loss of the bike will lead to charges of upto AED 5000 depending on the situation.

No, dock your bike before you get on the bus or metro. Pick up another bike at a station after you get off the bus or metro if you are still within the bike share service area.

Your safety is our highest priority. We strongly recommend riders always wear a helmet for their own safety. Wearing a helmet significantly reduces the risk of head injury in case of an accident.

Adjust the seat for your height, press the brakes to check the resistance, and check that the tires are inflated.

Wear a helmet and reflective vest

Ride with traffic

Obey all traffic signs and signals

Yield to pedestrians

Never ride distracted

Use hand signals

The sturdy-framed bikes are durable and comfortable. Each bicycle comes with a loud bell, several reflectors and self-powered LED lights, so the bike is easily seen by cars and other cyclists. All riders should also wear a helmet to reduce the risk of head injury in case of an accident. Ensure that you adhere to local laws at all times when cycling.

Bike sharing is designed to address your micro-mobility needs and solve for the first and last mile journeys to and from metro stations and between communities.

Pedal-assisted bikes are available at stations around the city and can be rented through the Careem BIKE app. You can select a station, identify a free bike, rent it, and pick the next station for docking, all through the Careem BIKE app. The bikes can be taken from any station and returned to any station in the Careem BIKE share system.

All Careem bikes are pedal-assisted through electric motors. They are super easy to use. Instead of twisting or pressing a throttle to activate the motor, you can just start pedalling and the motor will power up automatically. The bikes also have 3 gears of pedalling speed and were designed with comfort in mind so you don’t need to be a professional cyclist or an athlete to use them.

Zones of operation include: Dubai Marina, Jumeirah Lake Towers, Al Barsha, The Greens, Internet City, Media City, Palm Jumeirah, Deira, Downtown Dubai, Jumeirah Beach Road, Dubai Canal, Karama, Mankhool, Al Qudra.

Careem BIKE will operate 800 bikes, located at 80 docking stations at launch that will scale up to 3,500 bikes, located at 350 docking stations in key areas around the city in the next 5 years.

Careem bikes were designed to fit riders of all heights and sizes. At the bottom of the seat post is a black lever that allows you to adjust the seat of your height. The seat post also has numbers, so you can remember your height setting. Don't forget: you must be 15 years or older to ride with Careem BIKE.

Depending on the city in which you use Careem, your ride fare may be calculated upfront or after the ride ends.

UPFRONT PRICING

With upfront pricing, we’re trying to take the guesswork out of your ride fare. The price you’ll see before booking your ride is based on a combination of estimates such as the trip time and distance from pickup to dropoff, demand patterns for that route, and any applicable taxes, surcharges, and fees.

The idea is that you always pay what you see before you ride, but the price may change if you add stops, update your dropoff or if the route changes significantly due to things like traffic or road closures. When this happens, your final price is calculated based on the actual time and distance of the trip.

We’re always working to improve the accuracy of our estimates. Technical and data limitations, such as map accuracy, connectivity, traffic data, and GPS quality, can also affect the predictions.

RIDE-END PRICING

Some cities do not support upfront pricing. In these cities, you'll be charged a fare based on the time and distance for your trip's route, including a base fare, booking fee, surcharges, tolls, and other relevant factors such as peak pricing. Prices may also vary by location and your selected car type.

If you didn't add a dropoff when you made the booking, the final cost will also be calculated at the end of your ride.

A Careem Package is a great solution to your everyday rides, by paying an amount up front, and simply booking all the rides you may need until your package runs out.

There are two kinds of packages which Careem offers based on your city:

Kilometre Package

Ride Package

What’s the difference between a kilometre and ride package?

A kilometre package means you’ll have a certain number of kilometre that you can use on any future rides, without paying extra for peak or airport rides. Score!

A ride package gets you a certain number of rides at a discounted price. The discount is then automatically applied to your future rides, so sit back, relax, and let’s go!

How do I buy a package?

Go to Packages from our app menu, select the package that fits your needs, and conveniently pay for it with your credit card, or Careem credit. Cash payments are currently not available.

How do I use my package?

In case of kilometre package, you can select it as a payment method while ride package will be selected automatically (you can check its status after selecting pick-up or drop-off).

Unfortunately, you cannot use your package for scheduled rides.

Your package can only be used in the city you purchased it in.

In case of cancellation, you’ll be charged the minimum ride fare, e.g. 1 unit.

All our packages are non-transferable and non-refundable.

Please check the Terms & Conditions of each package before you buy, as the offers may vary.

Can I use a promo code with my package?

Unfortunately, your package cannot be used in conjunction with other promotions.

You can, however, apply a promo code when purchasing your package.

How can I see my package balance?

Tap on your payment method when booking a ride to see the remaining kilometres or on ride package status after choosing pickup point to see the remaining rides in your package.

What if I have rides or kilometres left after the expiry date?

Unfortunately, unused kilometres and rides will expire on the stipulated date, and cannot be carried over even if a new package is purchased before expiration, so don’t be shy to use it!

If you enter the drop off location you’ll see the fare estimate range (min - max). At the end of the ride, you'll be charged a fare based on the actual time and distance for your route, including a base fare, booking fee, surcharges, tolls, and other relevant factors such as peak pricing.

Prices may also vary by location and your selected car type.

If you didn't add a dropoff when you made the booking, the final cost will also be calculated at the end of your ride.

After entering your dropoff location and selecting a car type, we show you exactly what your ride will cost, so you no longer have to guess.

Upfront pricing is calculated based on a combination of estimates such as the trip time and distance from pickup to dropoff, demand patterns for that route, and any applicable taxes, surcharges, and fees.

The price may change if you add stops, update your dropoff, pass by toll gates, if the route changes significantly due to things like traffic or road closures, or if the Captain waits longer than the initial grace period. When this happens, your final price is calculated based on the actual time and distance of the trip.

The price of your ride may change if you add stops, update your dropoff, exceed the initial grace time, or if the route changes significantly due to things like traffic or road closures. When this happens, your final price is calculated based on the actual time and distance of the trip.

We’re always working to improve the accuracy of our estimates, but our predictions can also be affected by technical and data limitations, such as map accuracy, connectivity, traffic data, and GPS quality.

Airport surcharge

Charges applied to airport pickups & drop-offs, to compensate the Captains for airport surcharge, parking charges, and applicable airport taxes.

Promotion discount

The discount applied from any promo code used in the booking.

Tollgate

Charges applied if the route passes through a road tollgate where mandatory fees set by governments are to be paid.

Peak

Charges applied during Peak time, when there are more ride requests than available Captains. You will always be notified when it's a Peak time.

City

Some cities may charge an operational fee.

Base

This appears when a flat rate for a ride is applied.

Initial waiting time

The Captain will wait free of charge for 3 minutes upon arrival. After that, the waiting time will be charged per minute until the customer is in the car

Starting fee

This is the amount any standard ride starts with.

Distance

The cost of the distance traveled during your ride, charged per km.

Waiting (initial)

Charged per minute, calculated after 3 minutes from the time the Captain arrives, until the Customer is in the car.

Time (in journey)

Charged per minute, this includes stops made along the way and waiting at traffic lights.

Minimum ride fare

This is the minimum your fare can be for any given ride. Sometimes all the above charges add up to less than the minimum, in which case we only charge the minimum fare.

Promised fare

This is the fixed rate we commit to at the start of the trip. It includes distance, time, peak, discount, etc.

We value the safety of our Customers and Captains above all else.

If you have been in an accident, make sure everyone is safe and immediately contact police and emergency services if necessary.

You can also report specific details about the issue below. For us to fully investigate and take action, please provide as much detail as possible.

You can find out more about our insurance and coverage here.

If you need to cancel a ride shortly after booking it, you can tap the “Cancel ride” button in the top left corner of the booking screen before the Captain arrives.

You can also go to Menu > Your rides > Scheduled > Track ride to access the ride while the Captain is on the way.

If you need to cancel a ride you scheduled for later, go to Menu > Your rides > Scheduled and select the ride you want to cancel.

In both cases, cancellation fees may apply to compensate the Captain for starting to move in your direction. Please read our cancellation policy below.

For on-demand bookings:

- After booking a ride, you may cancel within 2 minutes without being charged a cancellation fee

- Canceling after 2 minutes of booking, and before the Captain has arrived at your pickup location, the cancellation fee will be the minimum fare.

- After the Captain has arrived, the cancellation fee will be the minimum fare plus any waiting charge.

For scheduled bookings:

- You may cancel any time up to 60 minutes before your scheduled pickup time without being charged a cancellation fee (even if a Captain has already been assigned).

- For cancellations made within or less than 60 minutes of pickup time, the cancellation fee will be the minimum fare.

- For last minute cancellations, or in cases where the Captain has already arrived at the desired pickup location, the cancellation fee will be the minimum fare plus any waiting charge.

To report your issue, please give us a call and share as much detail as possible.

To report your issue, please give us a call and share as much detail as possible.

To report your issue, please give us a call and share as much detail as possible.

Booking a ride through the Careem app is easy.

Enter your pickup and dropoff locations, select your car type, check the fare estimate, and you’re ready to go!

After confirming your pickup location, you can tap on “+ details” next to the address to give your Captain any extra info about your pickup.

Note that, to see the estimated price for your ride before you book, you need to enter a dropoff location.

You can add or change your dropoff location at any time before or during your ride. You can not add more than one dropoff on mobile, but you can always ask your Captain to make multiple stops, which will affect your initial estimated fare.

You can have multiple scheduled bookings, but you cannot have multiple ongoing bookings.

If you are in a ride, you cannot book another on-demand ride, but you will be able to schedule a ride for later.

There is no limit to how many scheduled rides you can have. We know that plans change, so if you want to cancel a scheduled ride, make sure to do so no later than 60 minutes before your scheduled pickup time.

To know more about our fares and rates, go to the app Menu > Get Help > Quick Help> What are Careem's Rates?. Select a city and car category to find out more about our rates!

If you’ve had an amazing Careem experience and you’d like to tip your Captain, we encourage you to do so!

After rating your Captain 4 or 5 stars for your ride, you will be given the option to tip the Captain any of the preset amounts or enter an amount of your choice. This option is only available rides with credit card as payment method.

You can also always tip your Captain in person, with cash.

Your tip to the Captain will be charged separately from your ride fare, and you’ll receive a different receipt for this. If you have accidentally ‘overtipped’ the Captain simply reach out to our customer service team by tapping on “Contact Us” below or via help.careem.com.

If you have rated a Captain 3 stars or less, you will not be able to tip the Captain in the app. If you have ended the ride and have been charged, you will have 24 hours to tip the Captain from Your Rides section.

We've tried our best to cover everything related to your current ride, but if you need to contact us regarding a different issue, please reach out and our agents will support you.

For Careem policies and general information, please visit our help section by going to Menu > Help.

To report any issues on a previous ride, go to Menu > Your rides, select the relevant ride, and tap on 'Report a problem'.

Add all the necessary details there for an agent to effectively investigate your issue.