Returns and Refund Policy

This Returns and Refund Policy outlines the conditions under which refunds, cancellations, or amendments may be granted for services provided by CityLockers, including rental lockers, scooter lockers, and luggage transfer services.

We aim to ensure transparency and fairness while maintaining efficient operations and availability for all customers.

All our services are time-based bookings. Clients are charged per locker, per time slot. Available durations depend on the type of service and dynamically updated based on usage and availability.

Scooter lockers depending on the location may include inbuilt charging facilities, while other lockers are intended for standard storage use. Luggage transfer services cover transfers between lockers or between lockers and airports.

A) Locker Rentals (Standard & Scooter Lockers)

• Full refund if cancellation is made at least 24 hours before the start of the booking.
• 50% refund if cancellation is made within 24 hours but before the start of the booking.
• No refund will be issued once the booking period has started, whether or not the locker is used.
• Long-term bookings (1 month or more) may be eligible for pro-rata refunds in case of early termination, subject to a 7-day notice period and an administrative fee of 10% of the remaining unused period.

B) Luggage Transfers

• Full refund if cancellation is made more than 12 hours before pickup time.
• No refund if cancellation is made less than 12 hours before pickup or if the luggage has already been collected.
• In the event of a service failure or significant delay caused by CityLockers, customers may be eligible for a full or partial refund, subject to investigation.

Customers may reschedule bookings up to the start time, subject to locker availability.

• The first reschedule is free.
• Subsequent reschedules incur a AED 5 (inclusive of VAT) administrative fee.
• Any difference in time slot rates must be paid before the new booking is confirmed.

• Approved refunds will be processed to the original payment method.
• Please allow up to 7–10 working days for the refund to appear, depending on your payment provider.

If a customer fails to use the locker or luggage transfer service during the booked time slot without prior cancellation, the booking amount will be forfeited in full.

In the rare event of technical issues or operational disruptions (e.g., locker malfunction, power failure), we will:

• Offer an alternate locker (subject to availability), or
• Issue a pro-rata refund for the unused portion of the booking.

While we take all reasonable precautions to ensure the safety of stored or transferred items, CityLockers is not liable for any loss or damage resulting from:

• Customer negligence, improper use, or violation of locker terms.
• Force majeure events (e.g., weather, transport disruption, or governmental restrictions).

However, our Public Liability Insurance provides coverage for qualifying claims up to AED equivalent of 5 million as per UAE regulations and subject to individual case circumstances.

To request a cancellation, amendment, or refund, please contact our support team via:

support@citylockers.com

04-2611530

Include your booking reference number, location, and other relevant details.

This policy is governed by the laws of the United Arab Emirates. Any disputes arising from the application of this policy will be subject to the jurisdiction of UAE courts.