Help centre
The questions customers ask most. If your answer is not here, open a ticket from your booking page and we will come back to you.
Roadside assistance
800 MAZO
24/7, included on every rental
Support
support@mazorent.com
08:00 – 22:00, Gulf Standard Time
Disputes
From your booking page
Decided within 3 business days
Booking
What documents do I need?+
UAE residents need a UAE driving licence and an Emirates ID. Visitors need their home licence plus an International Driving Permit where their country requires one. Upload both sides at checkout — verification usually takes a few hours.
Why is my booking showing as awaiting verification?+
Your licence is still being checked. The supplier will not release the vehicle until it clears. You are not charged twice and your booking is held for you in the meantime.
Can I add a second driver?+
Yes — add the extra driver at checkout. They must present their own licence at pickup. An unregistered driver voids all cover.
Price and payment
Is the price I see the price I pay?+
Yes. The figure on the search results already includes the rental, our service fee and VAT. Cover and extras are added only if you select them, and you see the total before you pay.
What is the security deposit?+
A pre-authorisation held on your card, not a charge. It is released after the vehicle is returned and inspected. Declining optional cover raises the deposit, because more risk sits with you.
What is not included?+
Traffic fines, Salik tolls and parking charges during your rental. These arrive weeks after the rental ends in the UAE, so they are billed separately when the authority notifies the vehicle owner.
During your rental
The car has broken down.+
Roadside assistance is included on every rental, 24/7. Call the number on your booking confirmation. Do not arrange your own recovery — it will not be reimbursed.
I have had an accident.+
Get a police report before the vehicle is moved. UAE insurers will not process any claim without one, regardless of how minor the damage looks. Then notify MazoRent and the supplier.
Can I extend?+
Contact us before your return time. Extension depends on the vehicle not being booked after you. An unannounced extension is treated as a late return and charged at the daily rate.
Returning the car
What happens at return?+
The supplier records the odometer, fuel level and condition photos, exactly as at pickup. Review it before you leave — that record is what any later claim is decided on.
I have been charged for damage I did not cause.+
Open a dispute from your booking page. MazoRent compares the pickup and return photographs. A claim cannot be upheld against you unless the pickup record establishes the condition at handover.
When do I get my deposit back?+
The pre-authorisation is released once the return inspection is complete. Your bank typically takes 5 to 10 working days to show it.
Still stuck?
Open your booking and use “Get help” — that attaches the booking, the handover photos and the payment record to your ticket automatically, which resolves things far faster than an email.
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