KEEP IN TOUCH — PAYMENT AND REFUND POLICY
Version 3.0 · Effective from: 9 August 2026 · Last updated: 9 August 2026
This Policy forms part of the KEEP IN TOUCH User Agreement in accordance with clause 1.4 thereof and employs the same defined terms. It applies to the website https://www.kit-rent.com and to the KEEP IN TOUCH mobile application (together, the "Platform") and to every Rental of a Power Bank from a KEEP IN TOUCH Station in the United Arab Emirates.
This Policy is published in English. An Arabic version will be published in a later release.
1. Determination and display of the price
1.1 The Company determines the price of a Rental. Rates differ by location, and the rate applicable at each Station is determined by the Company alone. The Venue hosting a Station does not determine the price payable by the User, does not charge the User and does not receive payment from the User.
1.2 Before a Rental is commenced, the App displays to the User the tariff applicable at that Station. A Rental cannot be commenced without acceptance of the tariff so displayed.
1.3 The price of a Rental is the price displayed to the User in the App immediately before that Rental commences. A subsequent change of rate does not apply to a Rental already in progress. The tariff is displayed to the User in the App at the point of rental and is not reproduced in the Acceptance Certificate.
1.4 All prices displayed and charged are expressed in UAE dirhams (AED). The Company is not presently registered for value added tax in the United Arab Emirates, and accordingly no value added tax is added to the price displayed to the User. The price displayed before a Rental is commenced is the price payable.
2. Schedule of Charges
This clause 2 constitutes the exhaustive statement of the amounts the Company may charge to the User and of the manner of their calculation. No amount may be charged to the User that is not calculated in accordance with this clause and displayed to the User before the Rental commenced.
2.1 The structure applicable at every Station
2.1.1 Free period. The first 5 minutes of every Rental are free of charge. Where the User returns the Power Bank into a slot at any Station within 5 minutes of the commencement of the Rental, no charge is made, for any reason and without any requirement to report a fault. This element is fixed platform-wide at 5 minutes and applies at every Station.
2.1.2 Day rate. A single amount covering the rental day. The rental day is a period of 24 hours counted from the commencement of the Rental, and the day rate is the maximum chargeable in respect of one rental day. The period of 24 hours is fixed platform-wide; the amount is set for each Station individually.
2.1.3 Automatic extension. Where the Power Bank is not returned by the end of a rental day, the Rental extends automatically to the following day and the day rate applies again, up to a maximum of 7 days. Seven days always total AED 140: where the day rates applicable at that Station accrue a lesser sum, the difference is charged at the end of the 7 days and title to the Power Bank thereupon passes to the User in accordance with clause 3.3. The maximum of 7 days and the total of AED 140 are fixed platform-wide.
2.1.4 Early-return discount. Where the User returns the Power Bank within the early-return window applicable at that Station, the day rate for that rental day is reduced by the discount applicable at that Station, and the reduced amount is the whole of the charge for that day. This discount is the only means by which a Rental shorter than a rental day is charged at less than the day rate; there is no separate rate for the first hour or for any other part of a day. The length of the window and the percentage of the discount are set for each Station individually.
2.1.5 Absolute limit per Rental. AED 140. No single Rental may cost the User more than that sum, irrespective of its duration. This limit is fixed platform-wide and applies at every Station.
2.1.6 Damage, loss and non-return. A flat sum of AED 140, as provided in clause 3. It is the same figure as the absolute limit stated in clause 2.1.5 and is the price at which title to the Power Bank passes to the User. This figure is fixed platform-wide and applies in every case.
2.1.7 Security deposit and pre-authorisation. None. The Company does not take a security deposit and does not place a hold on the User's card. This applies at every Station.
2.1.8 Of the foregoing elements, only those stated in clauses 2.1.1, 2.1.3, 2.1.5, 2.1.6 and 2.1.7 are identical at every Station. The day rate, the early-return discount and the early-return window are set for each Station individually and are stated, in figures, in the tariff displayed in the App before the Rental is commenced. That tariff is the only tariff under which the User is charged. The Company does not reproduce the tariff of any Station in this Policy, and a change to the tariff of a Station does not affect a Rental already in progress.
3. Damage, loss and Power Banks not returned
3.1 A single figure in every case. Where a Power Bank is damaged, lost or not returned, the amount charged is AED 140. There is no other figure and no separate fine.
3.2 Consideration for the sum of AED 140. AED 140 is the buyout price of the Power Bank. In every case in which the full sum of AED 140 has been charged to the User, title to the Power Bank passes to the User and the Company makes no further claim in respect of that unit. The sum is not a penalty but the price of the goods, and it is the same price irrespective of the tariff applicable at the Station and irrespective of which of the cases described in clauses 3.3 to 3.5 applies.
3.3 Non-return within 7 days. The Rental extends automatically, day by day, for a maximum of 7 days, and charges accrue in accordance with the tariff accepted by the User upon commencement of the Rental, up to the limit of AED 140. By the end of the 7 days the total charged is AED 140; where the tariff has accrued a lesser sum, the difference is charged at that point, so that the total is AED 140 and no more. Title to the Power Bank thereupon passes to the User and no further amount is charged. Each of these amounts forms part of the tariff accepted by the User and of the Schedule of Charges set out in clause 2, and accordingly the Company does not give separate notice in respect of each of them; they are visible to the User in the App at any time.
3.4 Damage or loss reported by the User. Where the User notifies the Company through the App that the Power Bank is damaged or lost, the App shall offer the User a buyout at AED 140, that being the value of a Rental of 7 days. Upon acceptance, the amount is charged, the Rental terminates and title to the Power Bank passes to the User.
3.5 Damage identified by the Company upon return and not reported by the User. The Company shall notify the User of the amount it intends to charge and the reasons therefor — in the App and, where the Company holds an e-mail address for the User, by e-mail additionally — shall allow the User 3 working days to respond, and shall take the response into account before charging, in accordance with clause 9.3(c) of the User Agreement.
3.6 Preservation of the User's right to challenge. Nothing in this clause 3 prevents the User from disputing a charge under clause 6 of this Policy or under clause 15 of the User Agreement, or from exercising any right conferred on the User by the consumer protection law of the United Arab Emirates.
4. Payment
4.1 Means of payment. The User pays by debit or credit card, being Visa or Mastercard. The card may be registered in the App directly, or payment may be made through Apple Pay or Google Pay. These are the only means of payment available.
4.2 No wallet, stored balance or deposit. The App maintains no account balance and no wallet, the Company holds no money on behalf of the User, and the Company does not take a security deposit or place a pre-authorisation hold on the User's card. The User is charged the amounts calculated under clause 2 as they fall due.
4.3 By registering a payment method the User authorises the Company to charge that method in respect of amounts due under this Policy.
4.4 The Company does not store the User's full card details. Payments are processed by the Company's payment service provider, as described in the Privacy Policy.
4.5 Receipts. The Company issues a dated receipt in respect of every Rental, available to the User in the App at no charge, stating the name and contact details of the Company, the date, the Station, the Power Bank, the period of the Rental and the amount charged. The Company is not presently registered for value added tax and accordingly does not issue a tax invoice, and no value added tax is shown. Should the Company become registered for value added tax, this Policy will be amended and tax invoices will be issued as the law then requires.
5. Refunds
5.1 The Company shall refund the User in each of the following cases:
(a) Failed commencement — the User was charged but no Power Bank was released. Full refund.
(b) Defective Power Bank — the Power Bank did not function or did not charge the User's device, and the User reported the matter through the App, in the Support section. Full refund, or a replacement Power Bank at no additional charge, at the election of the User, in accordance with clause 8 of the User Agreement.
(c) Station error upon return — the Power Bank was physically returned but the App continued to charge. Refund of all amounts charged after the physical return.
(d) Duplicate or incorrect charge — including a charge in respect of a Rental the User did not effect, or an amount not calculated in accordance with clause 2. Full refund.
(e) A charge in respect of damage, loss or non-return that the User successfully disputes under clause 9.3 of the User Agreement. Refund of the disputed amount.
5.2 Manner of application. The User shall contact the Company through the App, in the Support section, or by telephone on +971 4 576 0715, stating the Account ID and the Rental session ID.
5.3 Periods. The Company shall give its decision within 3 working days of the claim, that being the period the Company applies to every complaint, dispute and request addressed to it, and shall pay an approved refund within 1 working day of that decision. The period thereafter required for the funds to appear on the User's statement depends upon the bank that issued the card and is outside the control of the Company.
5.4 Refunds are made to the original payment method.
5.5 The cases listed in clause 5.1 do not limit the rights of the User under the consumer protection law of the United Arab Emirates. Where the Service is not provided correctly, the User is entitled to have it re-performed or to be refunded, and to claim compensation for damage suffered.
6. Disputed charges
6.1 Where the User considers a charge to be incorrect, the User shall notify the Company. Such notification should be given within 1 year of the date of the charge, so that the Company still holds the records necessary to examine it. That period is the period within which the Company undertakes to review a charge; it does not shorten any right or limitation period conferred on the User by the law of the United Arab Emirates, and does not affect the User's right to refer the matter to the Dubai Corporation for Consumer Protection and Fair Trade or to the courts in accordance with clause 15 of the User Agreement.
6.2 The Company shall state the amount charged, the Rental to which it relates and the manner of its calculation, and shall give a reasoned decision within 3 working days.
6.3 While a charge is under dispute the Company shall take no enforcement step in respect of it.
6.4 Where the User is not satisfied with the decision of the Company, clause 15 of the User Agreement applies, concerning complaints, the Dubai Corporation for Consumer Protection and Fair Trade and the courts of Dubai.
7. Contact
In the App, Support section · +971 4 576 0715
KEEP IN TOUCH SELLING PRODUCTS & SERVICES BY AUTOMATIC VENDING MACHINES L.L.C. · Trade Licence No. 1144640 · Arenco Offices DIP, Building 3, Office 116, Dubai Investments Park, Dubai, United Arab Emirates
Version 3.0 — Effective 9 August 2026. Supersedes the version dated 15 September 2025.
Governing law and jurisdiction in respect of this Policy are as set out in clauses 18.10 and 15.5 of the User Agreement.
This Policy forms part of the KEEP IN TOUCH User Agreement in accordance with clause 1.4 thereof and employs the same defined terms. It applies to the website https://www.kit-rent.com and to the KEEP IN TOUCH mobile application (together, the "Platform") and to every Rental of a Power Bank from a KEEP IN TOUCH Station in the United Arab Emirates.
This Policy is published in English. An Arabic version will be published in a later release.
1. Determination and display of the price
1.1 The Company determines the price of a Rental. Rates differ by location, and the rate applicable at each Station is determined by the Company alone. The Venue hosting a Station does not determine the price payable by the User, does not charge the User and does not receive payment from the User.
1.2 Before a Rental is commenced, the App displays to the User the tariff applicable at that Station. A Rental cannot be commenced without acceptance of the tariff so displayed.
1.3 The price of a Rental is the price displayed to the User in the App immediately before that Rental commences. A subsequent change of rate does not apply to a Rental already in progress. The tariff is displayed to the User in the App at the point of rental and is not reproduced in the Acceptance Certificate.
1.4 All prices displayed and charged are expressed in UAE dirhams (AED). The Company is not presently registered for value added tax in the United Arab Emirates, and accordingly no value added tax is added to the price displayed to the User. The price displayed before a Rental is commenced is the price payable.
2. Schedule of Charges
This clause 2 constitutes the exhaustive statement of the amounts the Company may charge to the User and of the manner of their calculation. No amount may be charged to the User that is not calculated in accordance with this clause and displayed to the User before the Rental commenced.
2.1 The structure applicable at every Station
2.1.1 Free period. The first 5 minutes of every Rental are free of charge. Where the User returns the Power Bank into a slot at any Station within 5 minutes of the commencement of the Rental, no charge is made, for any reason and without any requirement to report a fault. This element is fixed platform-wide at 5 minutes and applies at every Station.
2.1.2 Day rate. A single amount covering the rental day. The rental day is a period of 24 hours counted from the commencement of the Rental, and the day rate is the maximum chargeable in respect of one rental day. The period of 24 hours is fixed platform-wide; the amount is set for each Station individually.
2.1.3 Automatic extension. Where the Power Bank is not returned by the end of a rental day, the Rental extends automatically to the following day and the day rate applies again, up to a maximum of 7 days. Seven days always total AED 140: where the day rates applicable at that Station accrue a lesser sum, the difference is charged at the end of the 7 days and title to the Power Bank thereupon passes to the User in accordance with clause 3.3. The maximum of 7 days and the total of AED 140 are fixed platform-wide.
2.1.4 Early-return discount. Where the User returns the Power Bank within the early-return window applicable at that Station, the day rate for that rental day is reduced by the discount applicable at that Station, and the reduced amount is the whole of the charge for that day. This discount is the only means by which a Rental shorter than a rental day is charged at less than the day rate; there is no separate rate for the first hour or for any other part of a day. The length of the window and the percentage of the discount are set for each Station individually.
2.1.5 Absolute limit per Rental. AED 140. No single Rental may cost the User more than that sum, irrespective of its duration. This limit is fixed platform-wide and applies at every Station.
2.1.6 Damage, loss and non-return. A flat sum of AED 140, as provided in clause 3. It is the same figure as the absolute limit stated in clause 2.1.5 and is the price at which title to the Power Bank passes to the User. This figure is fixed platform-wide and applies in every case.
2.1.7 Security deposit and pre-authorisation. None. The Company does not take a security deposit and does not place a hold on the User's card. This applies at every Station.
2.1.8 Of the foregoing elements, only those stated in clauses 2.1.1, 2.1.3, 2.1.5, 2.1.6 and 2.1.7 are identical at every Station. The day rate, the early-return discount and the early-return window are set for each Station individually and are stated, in figures, in the tariff displayed in the App before the Rental is commenced. That tariff is the only tariff under which the User is charged. The Company does not reproduce the tariff of any Station in this Policy, and a change to the tariff of a Station does not affect a Rental already in progress.
3. Damage, loss and Power Banks not returned
3.1 A single figure in every case. Where a Power Bank is damaged, lost or not returned, the amount charged is AED 140. There is no other figure and no separate fine.
3.2 Consideration for the sum of AED 140. AED 140 is the buyout price of the Power Bank. In every case in which the full sum of AED 140 has been charged to the User, title to the Power Bank passes to the User and the Company makes no further claim in respect of that unit. The sum is not a penalty but the price of the goods, and it is the same price irrespective of the tariff applicable at the Station and irrespective of which of the cases described in clauses 3.3 to 3.5 applies.
3.3 Non-return within 7 days. The Rental extends automatically, day by day, for a maximum of 7 days, and charges accrue in accordance with the tariff accepted by the User upon commencement of the Rental, up to the limit of AED 140. By the end of the 7 days the total charged is AED 140; where the tariff has accrued a lesser sum, the difference is charged at that point, so that the total is AED 140 and no more. Title to the Power Bank thereupon passes to the User and no further amount is charged. Each of these amounts forms part of the tariff accepted by the User and of the Schedule of Charges set out in clause 2, and accordingly the Company does not give separate notice in respect of each of them; they are visible to the User in the App at any time.
3.4 Damage or loss reported by the User. Where the User notifies the Company through the App that the Power Bank is damaged or lost, the App shall offer the User a buyout at AED 140, that being the value of a Rental of 7 days. Upon acceptance, the amount is charged, the Rental terminates and title to the Power Bank passes to the User.
3.5 Damage identified by the Company upon return and not reported by the User. The Company shall notify the User of the amount it intends to charge and the reasons therefor — in the App and, where the Company holds an e-mail address for the User, by e-mail additionally — shall allow the User 3 working days to respond, and shall take the response into account before charging, in accordance with clause 9.3(c) of the User Agreement.
3.6 Preservation of the User's right to challenge. Nothing in this clause 3 prevents the User from disputing a charge under clause 6 of this Policy or under clause 15 of the User Agreement, or from exercising any right conferred on the User by the consumer protection law of the United Arab Emirates.
4. Payment
4.1 Means of payment. The User pays by debit or credit card, being Visa or Mastercard. The card may be registered in the App directly, or payment may be made through Apple Pay or Google Pay. These are the only means of payment available.
4.2 No wallet, stored balance or deposit. The App maintains no account balance and no wallet, the Company holds no money on behalf of the User, and the Company does not take a security deposit or place a pre-authorisation hold on the User's card. The User is charged the amounts calculated under clause 2 as they fall due.
4.3 By registering a payment method the User authorises the Company to charge that method in respect of amounts due under this Policy.
4.4 The Company does not store the User's full card details. Payments are processed by the Company's payment service provider, as described in the Privacy Policy.
4.5 Receipts. The Company issues a dated receipt in respect of every Rental, available to the User in the App at no charge, stating the name and contact details of the Company, the date, the Station, the Power Bank, the period of the Rental and the amount charged. The Company is not presently registered for value added tax and accordingly does not issue a tax invoice, and no value added tax is shown. Should the Company become registered for value added tax, this Policy will be amended and tax invoices will be issued as the law then requires.
5. Refunds
5.1 The Company shall refund the User in each of the following cases:
(a) Failed commencement — the User was charged but no Power Bank was released. Full refund.
(b) Defective Power Bank — the Power Bank did not function or did not charge the User's device, and the User reported the matter through the App, in the Support section. Full refund, or a replacement Power Bank at no additional charge, at the election of the User, in accordance with clause 8 of the User Agreement.
(c) Station error upon return — the Power Bank was physically returned but the App continued to charge. Refund of all amounts charged after the physical return.
(d) Duplicate or incorrect charge — including a charge in respect of a Rental the User did not effect, or an amount not calculated in accordance with clause 2. Full refund.
(e) A charge in respect of damage, loss or non-return that the User successfully disputes under clause 9.3 of the User Agreement. Refund of the disputed amount.
5.2 Manner of application. The User shall contact the Company through the App, in the Support section, or by telephone on +971 4 576 0715, stating the Account ID and the Rental session ID.
5.3 Periods. The Company shall give its decision within 3 working days of the claim, that being the period the Company applies to every complaint, dispute and request addressed to it, and shall pay an approved refund within 1 working day of that decision. The period thereafter required for the funds to appear on the User's statement depends upon the bank that issued the card and is outside the control of the Company.
5.4 Refunds are made to the original payment method.
5.5 The cases listed in clause 5.1 do not limit the rights of the User under the consumer protection law of the United Arab Emirates. Where the Service is not provided correctly, the User is entitled to have it re-performed or to be refunded, and to claim compensation for damage suffered.
6. Disputed charges
6.1 Where the User considers a charge to be incorrect, the User shall notify the Company. Such notification should be given within 1 year of the date of the charge, so that the Company still holds the records necessary to examine it. That period is the period within which the Company undertakes to review a charge; it does not shorten any right or limitation period conferred on the User by the law of the United Arab Emirates, and does not affect the User's right to refer the matter to the Dubai Corporation for Consumer Protection and Fair Trade or to the courts in accordance with clause 15 of the User Agreement.
6.2 The Company shall state the amount charged, the Rental to which it relates and the manner of its calculation, and shall give a reasoned decision within 3 working days.
6.3 While a charge is under dispute the Company shall take no enforcement step in respect of it.
6.4 Where the User is not satisfied with the decision of the Company, clause 15 of the User Agreement applies, concerning complaints, the Dubai Corporation for Consumer Protection and Fair Trade and the courts of Dubai.
7. Contact
In the App, Support section · +971 4 576 0715
KEEP IN TOUCH SELLING PRODUCTS & SERVICES BY AUTOMATIC VENDING MACHINES L.L.C. · Trade Licence No. 1144640 · Arenco Offices DIP, Building 3, Office 116, Dubai Investments Park, Dubai, United Arab Emirates
Version 3.0 — Effective 9 August 2026. Supersedes the version dated 15 September 2025.
Governing law and jurisdiction in respect of this Policy are as set out in clauses 18.10 and 15.5 of the User Agreement.
Dubai, Arenco Offices DIP, bld. 3, off. 116
Dubai, Arenco Offices DIP, bld. 3, off. 116
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