Frequently asked questions

Choose a car or similar, enter your dates and delivery location, and review the full price. You can pay securely online and receive confirmation by email and WhatsApp, or continue with a Luma advisor on WhatsApp before paying.

We arrange the selected vehicle whenever available. If it becomes unavailable, we arrange a comparable vehicle in the same or higher category and confirm the exact make, model, colour, model year and key specifications before you accept the booking.

The website shows the daily rate and calculates the rental charge, any published duration discount, and 5% VAT. Your Advisor confirms whether this vehicle and booking requires a separate refundable security deposit or card hold, together with mileage allowance, insurance excess, and optional extras, before confirmation.

Once you agree the quotation, you can pay the full rental in advance or, if agreed for your booking, at pickup. At pickup, Luma can arrange cash, an approved mobile card payment, or a secure app/chat payment link. Your Advisor confirms the exact method and any separate security requirement before you commit.

Yes. Message Luma on WhatsApp as soon as possible. Before vehicle handover, cancellation is free whether you paid the rental or planned to pay at pickup; no-shows also have no cancellation fee. If you already paid and did not receive the vehicle, Luma refunds the full rental payment. Changes need a new confirmation from Luma.

Yes. Delivery to Dubai International Airport (DXB) is free. We coordinate your terminal, arrival time, flight details, and meeting point before handover. Luma does not operate an airport desk; your car is delivered directly for the agreed meeting.

Across Dubai — airport, hotel, home, office, or another agreed location. Delivery to Dubai International Airport (DXB) is free. Other agreed Dubai delivery is free when the rental total is AED 1,500 or more; any charge below that threshold is confirmed before handover.

Send us the updated flight or arrival details on WhatsApp. We monitor the agreed arrival information and coordinate a revised DXB meeting time where operationally possible.

UAE residents normally need an Emirates ID and valid UAE driving licence. Visitors normally need a passport, visit visa or entry record, home-country driving licence, and an International Driving Permit when required for their licence country. The driver and vehicle-specific requirements are confirmed before handover.

The minimum driver age, required licence history and accepted documents can vary by vehicle. We state the exact requirement in the quotation before confirming the booking.

Every booking includes 250 km per day of mileage as standard, in line with typical Dubai rental terms. Additional mileage can be arranged on request, and any excess-kilometre rate is disclosed before confirmation.

Return the vehicle with the same fuel level recorded at handover. Missing fuel and the applicable refuelling service cost may be charged under the rental agreement.

Stop safely, contact the police where required, and notify Luma immediately. Do not arrange repairs yourself. We will guide you through the police report, insurer, roadside assistance, and replacement process that applies to your rental.

A refundable security deposit or card hold depends on the vehicle and the specific booking. Your Luma Advisor will confirm the amount, method and release conditions before you accept the quotation. It is separate from the rental payment.

Salik tolls, parking, traffic fines, missing fuel and related lawful administration costs incurred during the rental are the customer’s responsibility. The applicable amounts and handling terms are stated in the rental agreement.