Terms of service

1. Who you are contracting with

DXB Card Point is a privately operated top-up service based at 49 6A St, Al Muteena, Deira, Dubai, United Arab Emirates. Throughout this document, "we" and "us" mean DXB Card Point, and "you" means the person placing a request.

We are not a government body, not a transport authority and not the issuer of any transit card. We hold no delegated powers and no partnership with any public entity. If your matter concerns the card itself rather than the balance on it, the issuer is the only party who can act.

2. What the service is

We accept a request to add balance to a transit card that you already hold, agree an amount with you in writing, collect payment through a card payment provider, and load the credit onto the card whose ten-digit tag ID you supplied.

We do not issue cards, replace lost cards, change cardholder records, register subsidised categories, or handle disputes about journey charges.

3. Placing a request

A request is not an order. It becomes an order only when:

1. you have sent us a valid ten-digit tag ID and an amount;
2. we have replied with a written quote showing the amount, the service fee and the total; and
3. you have approved that quote in writing.

An unapproved quote lapses after seven calendar days. Nothing is owed by either side when that happens.

4. Amounts, fees and limits

• Requests run from AED 20 to AED 500, in whole dirhams.
• The service fee is AED 3 per request, flat, whatever the amount.
• Up to 3 requests per card per calendar day.
• One card per request. Two cards means two requests.

The total shown in the quote is the total charged. We do not add anything afterwards, and there are no recurring charges of any kind.

5. Payment

Payment is taken by card through our payment provider once you approve the quote. Card data is entered on the provider's page and is processed by them; we receive the outcome of the transaction and the last four digits only.

Cash is accepted in person at the desk during opening hours, against a printed receipt.

6. Timing

We reply to a request within one working day. Once payment clears, credit is normally loaded within 15 to 60 minutes and, at peak, within four working hours. Loading happens during working hours; requests received overnight or on a closed day are handled at the start of the next working period.

These are the timings we aim for and publish. They are not a promise of a result at a specific minute, since part of the chain sits with the payment provider and the card network.

7. Accuracy of what you send

The tag ID you supply is the one we load. Credit sent to a card because a digit was mistyped cannot be pulled back by us. Please check the ten digits against the card before approving the quote.

8. Cancellation and refunds

You may cancel at any point before you approve the quote, at no cost. After payment, the refund policy applies and forms part of these terms.

9. Acceptable use

Do not use this service to top up cards you do not control, to test stolen payment cards, or to split payments in a way designed to avoid a limit. We may decline any request, and we will decline where the details do not add up. Where a request is declined before payment, nothing is charged.

10. Liability

We are responsible for loading the amount you approved onto the tag ID you supplied, and for returning your money where we fail to do so. We are not responsible for a journey you missed, a fine you received, the card issuer's own terms, or the card network being unavailable.

Nothing in these terms limits any right you have under the consumer protection law of the United Arab Emirates.

11. Complaints

Write to contact@dxbcardpoint.org with the reference from your confirmation. You will receive a written reply within two working days naming the cause and the next step. If the answer does not resolve it, you may ask for the matter to be escalated within the desk.

12. Changes to these terms

We may update this page. The version in force for your request is the one published on the day you approved the quote; the date at the top of this page shows when it last changed.

13. Governing law

These terms are governed by the laws of the United Arab Emirates, and the courts of Dubai have jurisdiction.

14. Contact

DXB Card Point · 49 6A St, Al Muteena, Deira, Dubai, United Arab Emirates · contact@dxbcardpoint.org · +971 4 397 6218