FAQs

Questions and Answers - ekar Rental

Do all ekar vehicles have logos on the doors?

No, ekar vehicles have logos on the back of the vehicle only.

What should I do if my documents are expired or incorrect?

1. Go to the main menu.
2. Click on (Preview) next to your name.
3. Update Personal Details.
4. Modify the expiry date or the version number to match the number registered in Absher.

You must call us at (920031219) or via email (help@ekar.sa).

What is the first action to be taken upon arrival at the vehicle?

1. Press to open the lock and start the trip.
2. Evaluate the external cleanliness and accept the terms and conditions of ekar.
3. Photograph the vehicle from the required sides for disclaimer.
4. Press the key button to receive the authorization code from (TAMM) and enter into the application.
5. Read the (QR) scanner, and then open the vehicle door.
6. After getting into the vehicle, you will find the key in the front drawer.

In case there are damages or notes, record them in the note cell, supported with photos. You can also provide us with the damages via e-mail help@ekar.sa, as well as any additional notes, if required.

What does my ekar rental include?

The rates shown by the application include the VAT and the cost of free fuel in PPM bookings.

When will the fees of trip are deducted?

Trip fees are deducted in advance.

If the booking is PPM, the cost of two hours will be hold before the trip begins.

If the booking is daily, weekly, or monthly, the amount will be deducted before the trip starts.

Are there any additional fees in case of accidents?

In the event of accidents, may Allah forbid, a repair file is opened for the vehicle with the insurance company.

For more details, you can view (Rates and Fees).

Notice: Activating the additional insurance ( CDW ) feature with ekar exempts you 100% from the opening fees of repair file.

Activating the Lite additional insurance ( CDW Lite ) feature with ekar exempts you 50% from the opening fees of repair file.

To benefit from the additional insurance, you must submit Najm report or the traffic police report.

How can I get the rental contract of my trip?

The rental contract is sent to the email registered in the application after confirming the reservation.

What if I commit a fine-requiring violation?

The fine will be imposed on your account, and the relevant invoice will be sent to this effect, as well as an email with any additional details to your email. You will not be able to use the account until you pay such fine. 

Is there any fee for delivery?

No, there is not.

Will I need to pay for petrol and parking?

ekar provides petrol service for free only at Addrees Stations for PPM bookings.

There are no parking fees, but you must stop the vehicle within the boundaries of ekar city shaded in green on the application and fulfill the conditions for vehicle stoppage 

Is there a specific location for delivery?

You can end your trip at any parking area within the shaded city of ekar on the application. However, you must first make sure that you are not at the following non-allowed parking areas:

1. Private, paid, or time-limited parking areas.
2. Underground or multi-storey parking areas.
3. Any parking areas violating traffic laws or where parking is forbidden.
4. Any parking areas near the military districts.
5. In front of commercial and residential gates, private garages, or any places that may cause harm to others.
6. On rough roads or areas unregistered under Saudi Law.

Notice: In case of violating parking, a fee will be imposed. You can view the details of fees in the Violations Section.

Is my membership valid in other cities or countries?

ekar membership is valid only in the city of Riyadh and will be activated in other cities of the Kingdom soon.

Can I take my pet?

Pets are not allowed to be taken in ekar vehicles.

What if I lose some personal belongings in the vehicle?

You must make sure that you take all personal belongings from the vehicle before getting off. In case you lose some personal belongings, call the Customer Service Center to file a request, taking into account that ekar is not responsible for lost personal belongings.

What if I find lost belongings in the vehicle?

You must call the Customer Service Center and leave the belongings in the vehicle.

What should I do in the event of an accident?

Do not leave the accident scene

Leaving the scene before the attendance of the traffic police and completing the accident report may constitute a violation or generate additional fines. So, you must stay at the scene until all actions are taken.

Reporting the Accident 

Procedures of Accident Reporting:

1. Photograph the accident in detail and all ensuing damages
2. Call Najm at 920000560 or the traffic police at 993 to report the accident
3. Wait for arrival of the accident investigator, in order to get the accident report (if the investigation is conducted by Najm), or the accident number via SMS to your mobile (if the investigation is conducted by the traffic police).
4. 
   Email the accident photos, the accident report, or a photo of the SMS received from the traffic police, and a copy of the driving license to help@ekar.sa. Then, call us at 920031219 and leave the accident report in the front drawer.
5. Stop the vehicle at a safe and non-violating place until our arrival. End the trip from the application, regardless of the damages

We may request you at any time to provide additional details, as needed.

 The account is suspended for 72 hours, for completing the accident procedures 

What if the other party to the accident escapes?

Try to read the plate number and inform the accident investigator, who will ask you to sign a paper (statement of true information) at the traffic department. Send this statement to us and abide by the accident procedures. In case you cannot know the plate number of the other party, abide by the accident procedures and inform the investigator. In this case, you will bear the cost of repair file opening in case you did not choose the additional insurance.

 Can I travel by ekar vehicle outside the city of Riyadh or Jeddah?

Yes, you can do within the borders of the Kingdom of Saudi Arabia

Notice: There is no ekar roadside assistance service outside the city of Riyadh and Jeddah. For knowledge, there is a fee for mileage in excess of your reservation.

What if I find the vehicle dirty?

ekar is keen to the cleanliness of vehicles. ekar support team provides a regular vehicle cleanliness service.

However, if you find the vehicle in unsatisfactory condition, call the Customer Service Center to inform them.

 Does ekar App work with all phones?

ekar App works with App Store , Google Play and Huawei App gallery

What are the working hours of customer service?

You can get us 24/7 through the following channels:

 Customer Service Center at 920031219 

Email: help@ekar.sa

 Twitter: ekar_ksa@

Instagram: ekar.ksa

Why was the authorization not canceled?

The authorization is canceled automatically through the electronic authorization system within no more than 10 minutes. You can always make sure of cancellation by signing into your account in (Absher), and selecting (Authorized Vehicles).

 In case you do not receive the message, call the Customer Service Center at 920031219.

 What if Najm and the traffic police do not cover the location of accident?

In the event that you cannot access Najm or the traffic police, you can call the Road Security at 966.

Can I reserve more than a vehicle at the same time?

No, you cannot.

 Can I recover the amount after deleting the account? 

The amount is recovered after confirming the account deletion.

Notice: The deletion request will be made after 30 days. Your membership will be suspended during the mentioned period.

Does the account deletion exempt me from the fines charged to me? 

No, the account deletion does not exempt you from any fines.

Can I park the vehicle inside the house? 

If the vehicle is reserved by the customer, he/she can park it inside the house. However, if the trip is ended, it must be stopped outside the house to avoid any fines.

What if I find the vehicle is stolen?

Inform the Customer Service Center at 920031219 or through email to help@ekar.sa.

Is there another way to rent an ekar vehicle?

No, reservation is made only through the App.

Can I pay cash?

No, you can pay only with a banking card via the App.

What if I see an ekar vehicle is misused?

Please notify the Customer Service Center of the vehicle information at 920031219 or through email to help@ekar.sa.

Is there any fine if I remove the ads stickers?

Yes, there is. You can view the "Rates and Fees" List. 

Can I shade ekar vehicle?

No, you are not allowed to do so.

What if the vehicle battery does not work?

Inform the Customer Service Center at 920031219.

Is there any fee to update the banking card?

Yes, there is a fee of SAR 1.

Is there a vehicle delivery service? 

If I pay for reservation per day, can I modify to reservation per minute?

No, the reservation cannot be modified after confirmation.

What if I arrive and do not find the vehicle?

1. Make sure that the plate number of reserved vehicle matches that of the vehicle at the location
2. Make sure that you arrive the same location shown on the application

All vehicles have ekar logo on the back of the vehicle

What if I check and do not find the vehicle? Please call the Customer Service Center at 920031219.

If the tire explodes, will the customer be charged any fees?

Yes, the customer is responsible for any damage during the trip.