Frequently Asked Questions

Fuel can be delivered to vehicles parked outdoors in Dubai, Sharjah, Ajman and Umm Al Quwain. Boats and personal watercraft can be fuelled at selected Marinas in Dubai.

Car Wash services can be ordered to most locations in Dubai, Abu Dhabi, Sharjah and Ajman. Steam Sanitisation is available in most of Dubai only.

Engine Oil Change services can be ordered to most locations within Dubai and Sharjah. 

Battery Service can be ordered to most locations within Dubai.

Tyre Change service can be ordered to most locations within Dubai.

Tip: A service will only show up on the app if it is available at the pinned location.

Fuel Delivery
24 hours a day, seven days a week.

Car Wash
From 6am to 3am, seven days a week.

Battery Service
From 7am to 12am, seven days a week.

Engine Oil Change
From 10am to 8pm, seven days a week.

Tyre Change
From 9am to 10pm, seven days a week.

Customer Care – 800-MYCAFU
From 8am to midnight, seven days a week.

We source our fuel from one of the UAE’s national oil companies, which means that it’s the same you’d get from your local petrol station. In fact, our fuel goes through two additional filtration processes compared to petrol station fuel, so it may be even higher quality.

No – just park your car outdoors, unlock the fuel tank cap, and we’ll take care of the rest.

For an exterior car wash, park in an easily accessible area, either outdoors or indoors, ensuring there is enough space around your vehicle for it to be cleaned.

For an interior car wash, park your vehicle in an accessible area, either outdoors or indoors, ensuring there is enough space around your vehicle for it to be cleaned. We will need access to the interior of your car, so we’ll let you know when we are nearby so that you can unlock it.

Generally this won’t be possible as we will have other scheduled orders to make first. You can contact our Customer Care Team (800-MYCAFU) to see if they can assist you in case of an emergency.

All customer data is encrypted using the SSL (Secure Socket Layer) protocol and is stored in our servers in an encrypted format. We have no access to your encrypted data. We also do not hold your payment card details.

Absolutely. Our delivery trucks are built to international petroleum standards and are equipped with the latest security and safety features. Our Pilots are carefully selected and have completed our comprehensive training academy programme.

It is completely safe to leave your fuel cap unlocked. In fact, most new cars have a non-lockable, push-to-open fuel cap.

You pay the same for your fuel as you would at the petrol station, with no delivery fee.

Make sure your region is set to UAE in the App Store/Google Play and try downloading CAFU using the link below:
https://cafuapp.com/downloadapp

CAFU is derived from the Arabic term for ‘Protector’. In our case, that means making sure that your car is always well cared for, through our fuelling, car wash, battery and engine oil change services.

The Connected vehicle feature is only available for Ford and Lincoln cars manufactured since 2017. To use the feature, download the app to your Android device and pair it with the car.

1. Go to the main menu on the application home screen.
2. Select “View Profile”.
3. Edit your email address.
4. Tap “Save Changes”.

You cannot change your registered mobile number on the app. Please contact our Customer Care Team (800-MYCAFU) and they will assist you.

1. Go to the main menu on the application home screen.
2. Select “My Locations”.
3. Save your address as your “Home” or “Work” location.

You can leave delivery instructions for the Pilot. A text field which will show up once you drop the map pin to select a location on the app.

No, you can only add a vehicle registered in the UAE.

If you cannot see your car brand/model in the app, please contact our Customer Care Team at 800-MYCAFU or send an email to customerexperience@cafu.com

You can add or remove vehicles through the vehicle selection screen on the main page.
 
To add a vehicle:

1. Go to the main menu on the application home screen.
2. Select “My Vehicles”.
3. Select “Add Vehicle” at the bottom of the page.
4. Add your vehicle’s details and tap “Save”.

To delete a vehicle:

1. Go to the main menu on the application home screen.
2. Select “My Vehicles”.
3. Choose the vehicle you want to delete.
4. Select “Delete Vehicle” at the bottom of the page.

You can view your orders in the app:

1. Go to the main menu on the application home screen.
2. Select “My Orders” to see all previous and future orders.

The minimum order amount for fuel delivery is AED 60.

1. When you cancel a scheduled delivery after a specified cutoff time or after your order is dispatched, we incur costs. The cancellation fee helps compensate for pilot expenses and potential losses resulting from a canceled delivery.
2. How much is the cancellation fee? The cancellation fee is 36AED exclusive VAT and 38AED VAT inclusive.
3. Is there a grace period in which I can cancel my order for free? If you place an order at 3 pm and choose the timeslot for 3 pm to 4 pm, you will get a grace period of 10 mins to cancel for free before being charged the cancellation fee.
4. When am I most likely to encounter a cancellation fee with a fuel delivery service? If you cancel your order within the time frame that you selected for fuel delivery, you will encounter a cancellation fee.
5. Can I reschedule a fuel delivery without incurring a cancellation fee? Yes. You can reschedule only once without incurring a cancellation charge. You can reschedule from the app or by contacting our customer support team.
6. Will I get rewards as part of my order? No. You will not get any rewards with a cancelled order.
7. Are cancellation fees refundable? In general, cancellation fees are non-refundable. Once you cancel a service and the cancellation fee is charged, it is unlikely that you will receive a refund for that fee. However, it is best to contact our customer service to inquire about any potential refund options.
8. How can I apply for a refund? You can contact our customer support team to apply for a refund.
9. How long does it take to receive a refund for my cancellation fee?

You can expect to receive a refund directly into your CAFU wallet within 24-48 hours. If you prefer a card refund these are generally processed within 7-10 business days, subject to your card issuer.

Note: Cash refunds are only applicable if the initial transaction was paid in cash. If you have any further questions regarding this process, please don’t hesitate to contact our customer support.

You can use any UAE-issued Visa, MasterCard or AMEX debit or credit cards to pay for your orders on the app.

We do not currently accept cash or non-UAE credit/debit cards.

You can add more than one payment card to your account, and set any of them as a default card.

To add a payment card:

1. Go to the main menu on the application home screen.
2. Select “Wallet”.
3. Tap “Manage Cards”.
4. Tap “Add a Payment Method” and enter your card details.

To Remove a payment card:

1. Go to the main menu on the application home screen.
2. Select “Wallet”.
3. Tap “Manage Cards”.
4. Tap “…” next to the card you want to remove and select “Delete Card”.

Absolutely. We use the most secure payment gateway to offer you a fast, safe and secure way of paying using either your debit or credit card.

It’s for your security. The payment of AED 1 lets us verify your payment card before we accept your order. Once your order is complete, we deduct the AED 1 from your order value.

After your order has been delivered, we’ll email you a receipt showing the number of litres dispensed, the price per litre and the total amount charged to your card.

Your card may have expired, you may not have sufficient funds available, or a technical problem may have occurred. Please check with your bank or card issuer for more information.

Yes, you can apply any code on the minimum order.

AED 60 is the minimum order for any vehicle. If your tank takes less, you will still be charged AED 60.

Fuel delivery is the same price as the petrol station, with no delivery fee. 

For all other services, you can check our current prices on the app.

You can cancel your order in the app:

1. Go to the main menu on the app home screen.
2. Select “My Orders”.
3. Select “Upcoming”.
4. Select the order you want to cancel.
5. Scroll down and select “Cancel Order”.

No, we can only deliver fuel to plated vehicles, boats and watercraft, or certain heavy equipment, such as generators.

We can only deliver fuel to vehicles parked outdoors. If you’re parked in a basement, you can bring your car out to our Pilot. Just be sure to leave a note when you make your booking asking the Pilot to call you when he arrives.

You can check the estimated time of delivery (ETD) via the app:

1. Go to the main menu on the app home screen.
2. Select “My Orders” to view the active order.

If the ETD isn’t shown, or the Pilot is significantly delayed, you can contact our Customer Care Team (800-MYCAFU) for an update.

Our Pilot won’t call unless he’s having difficulty finding your car or making the delivery. Remember, you can get live updates of your order’s status via the app. (We recommend setting your phone to allow the CAFU app to display notifications.)

Tip: When requesting an order to be delivered between 10pm and 6am, you can tell our Pilot NOT to call if he can’t find your vehicle. Just select the do not disturb option from the app checkout screen.

Once you’ve confirmed an order, it’s not possible to change the fuel type. Instead, cancel the existing delivery and place a new order for the correct fuel type.

If you want to make changes to a scheduled delivery, simply go to the “Order details”, scroll down to the bottom of the page and select “Reschedule/Cancel Order”

We deliver Super 98, Special 95 and Diesel, at the same price as your local petrol station, with no delivery fee.

You can check your order status in the app:

1. Go to the main menu on the app home screen.
2. Select “My Orders”.

When making an order:

1. Make sure you leave your fuel cap open.
2. Make sure that the location is accessible for our trucks.
3. Make sure that the pinned location is accurate. You can add a note to our Pilot if needed.
4. Make sure you answer any incoming calls from the Pilot – they may need help locating your vehicle.

The most common reason for order cancellation is a payment failure. Please make sure your card is valid and that you have sufficient funds available or check with your bank for any issues with your payment card.

Contact our Customer Care Team (800-MYCAFU) to reschedule a missed delivery.

Our app doesn’t support diesel and petrol being included in the same order – but you can make two separate orders for delivery at the same time.

If you run out of fuel on the highway, you can order as usual using the app. Our Pilot will make a safety assessment based on your location, and if we can safely help you, we’ll refuel your vehicle.

Yes, you can store multiple vehicles in your account and select which vehicle you’d like to order fuel for.

When you place your order, you’ll be asked to choose a delivery date and time.

You can also set a fuel-up reminder:

1. Go to the main menu on the app home screen.
2. Select “Fuel-up reminder”.

You can order the following add-ons with your fuel delivery:

• Elf Engine Cleaner by Total: AED 37 (available for petrol fuel-ups only)
• WÜRTH Rapid Windscreen Cleaner: AED 10
• Airwick Crystal Air Freshener: AED 24
• CAFU Sunshade: AED 23
• Masafi Tissue Box: AED 4
• Disposable Face Mask and Anti-bacterial Wipes: AED 12
• iPhone USB Charger Cable: AED 50
• Micro USB Charger Cable: AED 20
• Android USB Charger Cable: AED 35
• Car Charging Adapter: AED 50

We can deliver fuel to:

• Cars
• Motorcycles
• Boats
• Jet skis
• Generators
• Trucks

We can refuel boats and other watercraft at selected Marinas in Dubai.

Classic Clean

1. We apply a specialist eco-friendly waterless car wash product to capture surface dirt and bugs.
2. Using a soft microfibre towel, we gently wipe down the bodywork to remove grime.
3. We then add a high-quality wax sealant to protect the paintwork and lock-in the shine.
4. Using a second microfibre towel, we give your car a final polish.

Classic Clean + Interior

1. After cleaning and polishing the exterior (see above), we get to work on the interior.
2. We remove and vacuum loose carpets, and vacuum fixed carpets, upholstery, panels and seats.
3. Using our special Biocote anti-bacterial cleaning solution and microfibre towels, we sanitise all interior surfaces and windows, leaving them clean and fresh, free from viruses, and 99.9% bacteria free.

Premium Wash

1. Using PH-neutral water, we apply steam to all exterior surfaces, before wiping down and waxing the bodywork using microfibre towels.
2. We remove loose carpets, and steam-clean the interior surfaces (avoiding any sensitive areas such as the dash and instrument panels).
3. We wipe all the surfaces down, again using microfibre towels, and apply a multipurpose cleaner, before thoroughly vacuuming the interior.
4. Finally, we apply a foam detailing solution to leave your tyres looking slick.

Premium Wash + Sanitisation

1. After following the Premium Wash steps described above, we get to work on sanitising your car’s interior.
2. Using medical-grade (95% alcohol) antiseptic spray we disinfect all solid surfaces, including the dashboard and steering wheel.
3. We use a fumigation device to create an antibacterial fog (you’ll need to be available to turn on the ignition to circulate this cleansing mist throughout your AC system).
4. We close the doors and windows to allow the fog to go to work – it takes just seven minutes to disinfect your entire vehicle.

As well as the regular steam wash, it includes disinfecting the vehicle from the inside using a special sanitising spray through your car’s AC system leaving your interior 99% bacteria-free.

This service includes interior exterior steam wash, an antiseptic rub down, as well as AC vent fumigation to purify and eliminate any bacteria/viruses from your cars air circulation.

When you place your order, you’ll be asked to choose a delivery date and time. 

Once you’ve placed an order, you cannot change or reschedule it via the app. If you want to make changes to a scheduled delivery, simply cancel it and place a new order.

You can cancel your order in the app:

1. Go to the main menu on the app home screen.
2. Select “My Orders”.
3. Select “Upcoming”.
4. Select the order you want to cancel.
5. Scroll down and select “Cancel Order”.

The most common reason for order cancellation is a payment failure. Please make sure your card is valid and that you have sufficient funds available or check with your bank for any issues with your payment card.

You can view your orders in the app:

1. Go to the main menu on the application home screen.
2. Select “My Orders” to see all previous and future orders.

Contact our Customer Care Team (800-MYCAFU) to reschedule a missed delivery.

All of our car washes are prepaid, which means that you are charged as soon as your order is accepted.

Refunds are processed immediately, but it may take up to seven business days to appear in your account.

Car wash can be ordered within Dubai, Sharjah, Ajman and most areas of Abu Dhabi. Steam Car Wash is only available in Dubai. Battery Services can be ordered to most locations within Dubai. Engine Oil Change services can be ordered to most locations within Dubai and Sharjah.

Our Crew won’t call unless he’s having difficulty finding your car or completing your order. Remember, you can get live updates of your order’s status via the app. (We recommend setting your phone to allow the CAFU app to display notifications.)

Tip: When requesting an order to be delivered between 10pm and 6am, you can tell our Crew NOT to call if he can’t find your vehicle. Just select the do not disturb option from the app checkout screen.

You can check the estimated time of delivery (ETD) via the app:

1. Go to the main menu on the app home screen.
2. Select “My Orders” to view the active order.

If the ETD isn’t shown, or the Crew is significantly delayed, you can contact our Customer Care Team (800-MYCAFU) for an update.

No, you will need to place a separate order for each vehicle.

Classic Clean
Classic Clean is an eco-friendly waterless car wash using high quality chemical and wax spray, and microfiber towels that will leave your car with a long-lasting finish (tyres not included).

Classic Clean + Interior
Classic Clean + Interior is an anti-bacterial biocote process with interior vacuuming, and cleaning with anti-bacterial spray of upholstery, carpets, panels, and windows will leave your car with a long-lasting finish, as well as virus and 99.9% bacteria-free (tyres not included).

Premium Wash
Premium Wash is an exterior and interior car wash with best-in-class steamers that cleans stains, oils, grease, dirt and odours with vacumming and tyre polishing.

Premium Wash + Sanitisation
Premium Wash + Sanitisation is an exterior and interior car wash with best-in-class steamers that cleans stains, oils, grease, dirt and odours with vacumming, tyre polishing, AC vent fumigation, and surface disinfection.

No, you will need to place a separate order for each vehicle.

The cost depends on the brand, model, and your car’s engine size.

A top-quality Engine Oil Change, oil filter change, plus a complimentary 10-point Vehicle Check which includes:

1. Air filter inspection.
2. Wiper blade inspection.
3. Steering fluid level top-up.
4. Brake fluid level top-up.
5. Coolant level top-up.
6. Headlights & brake inspection.
7. Windscreen washer fluid top-up.
8. Battery inspection.
9. Tyre pressure inspection and top-up.
10. Parking brake inspection.

We use Exxon products, which are formulated to deliver outstanding engine performance and the protection your car needs.

An Engine Oil Change can be ordered to most locations in Dubai and Sharjah, whether you’re parked indoors or outdoors.

Yes, as long as there’s at least one metre between your car and surrounding objects, the bonnet/hood is unlocked.

The Engine Oil Change will take between 25 and 45 minutes, depending on your vehicle model and the space where the service is performed.

To get an accurate price you will need to provide us with your engine size.

Lift the bonnet/hood and look around the engine bay for an etched or raised marking indicating the size of the engine. On some vehicles, there is an EPA sticker under the hood that states the size of the engine.

Your vehicle owner’s manual will show the engine size – look for sections headed “Specifications” or “Mechanical Information”.

Alternatively, look at the model markings at the rear of your car, as the engine size may be shown there.

Select “I don’t know my engine size” and our technician will visit your location and check it for you.

Engine Oil Change orders need to be placed one day in advance. This is to ensure that the technician has the necessary equipment and filters with him.

When the technician arrives, you’ll receive an estimated quote. Final payment will be charged to your account once the battery service has been completed.

Once you’ve placed an order, you cannot change or reschedule it via the app. If you want to make changes to a scheduled delivery, simply cancel it and place a new order.

Our technician won’t call unless he’s having difficulty finding your car or completing your order. Remember, you can get live updates of your order’s status via the app. (We recommend setting your phone to allow the CAFU app to display notifications.)

Contact our Customer Care Team (800-MYCAFU) to reschedule a missed delivery, or simply cancel the current order and make a new one.

Our technician will run a full diagnostic test to find out what’s causing the issue – often, all it takes is a jump-start to get you moving again.

If the battery needs to be replaced, we’ll ask for your go-ahead before fitting a new battery.

Our Battery Service can be ordered to most locations within Dubai, whether you are parked indoors or outdoors.

Our Battery Service can be ordered from 7am to 12am, seven days a week.

Usually between 15 and 45 minutes – exactly how long depends on how easy it is to diagnose the issue, and the make and model of your car.

Yes, as long as there’s at least one metre between your car and surrounding objects, the bonnet/hood is unlocked, and you are available to start the car.

Depending on your vehicle make and model, our technician may require access to the interior of your vehicle to assess or replace the battery.

We stock a range of battery brands to ensure we can meet your vehicle’s needs. (The battery your vehicle was equipped with at the factory was probably manufactured by one of the brands we carry.) All our batteries have been tested to ensure their performance and reliability in the UAE’s climate.

The cost of the battery service depends on your car’s make and model – which will affect the amperage it requires – and the brand you choose.

The price you pay includes our professional diagnostic service, battery replacement, and warranty, including roadside assistance.

If you just require a jump-start, you’ll only be charged AED 100.

If we can’t find any problem with you battery, we won’t charge you, and where possible we’ll help to identify the underlying issue.

When you book a battery replacement via our app, we’ll show you a range of battery brands that are suitable for your car.

Once you’ve booked, our technician will come to your preferred location and run a full diagnostic to confirm the issue and carry out the replacement. 

The final price you pay includes the battery, delivery, installation, diagnostic check of the charging system, and a roadside warranty.

The warranty duration for a new battery depends on the brand you choose.

Your warranty entitles you to a free battery diagnostic check and a free replacement if the test results show that your battery is faulty.

To claim on your warranty, contact our CAFU Customer Care on 800-MYCAFU or via in-app chat.

Yes, as long as there is at least a two-metre space between your car and any surrounding objects.

Between 15 and 30 minutes per tyre.

Only if he is unable to locate your vehicle, or if he’s unable to access it. Remember, you can get live updates of your order’s status via the app. (We recommend setting your phone to allow the CAFU app to display notifications.)

We will send you live notifications to keep you updated. You can also check the order tracking screen on the app. (We recommend setting your phone to allow the CAFU app to display notifications.)

The tyres at the front of your vehicle often wear out faster than the ones at the back. Rotating the tyres (changing their position on your car) helps ensure that they wear more evenly and helps extend their lifespan.

Following your initial Tyre Service, you are eligible for a free tyre rotation service every 10,000km. Just contact CAFU Customer Care (800-MYCAFU or via in-app chat) to book an appointment at our partner’s nearest workshop, free of charge. Please keep your order number on hand for reference.

You can only order a single size of tyre at a time. To order different sizes, simply place two separate orders for consecutive time slots.

The 24-point vehicle check includes:

1. Front Tyre Condition
2. Rear Tyre Condition
3. Wiper Blade Condition
4. Lights & Bulbs Condition
5. A/C Cabin Filter
6. A/C Gas Colling
7. Brake Pads Check
8. Brake Disc Check
9. Shock Absorbers Condition
10. Ball Joints Condition
11. Bushing Condition
12. Rod Ends Conditions
13. Engine Oil Level
14. Coolant Level
15. Coolant Hoses Condition
16. Wiper Fluid Level
17. Power Steering Oil
18. Transmission Fluid
19. Brake Fluid
20. Battery Status
21. Air Filters
22. Spark Plugs
23. Belt Tensioner Condition
24. Belts Condition

Tyre replacement, including checking, fitting, balancing and nitrogen inflation. Plus a free 24-point vehicle check and free tyre rotation service every 10,000km.

The total cost depends on your choice of tyre brand, size, and place and year of manufacture. We’ll show you the total cost in the app before you place your order.

Your warranty duration depends on the brand, and will be displayed in the app when you select your tyre(s). You can contact CAFU Customer Care (800-MYCAFU or via in-app chat) if you need help or information on the warranty.

Once your tyre service has been completed, we’ll charge the payment to your card/wallet.

Almost anywhere in Dubai, whether you’re parked inside or out. The service is available from 9am to 10pm, seven days a week.

If you run out of fuel you can order as usual using the app. Our Pilot will make a safety assessment based on your location and if we can safely help you, we’ll refuel your vehicle. Our depot control centre and 24 hour emergency number are always ready to support you, and our large network means we can normally reach you in as little as 15 minutes.

Our petrol trucks have a typical flow rate of 24 litres per minute (LPM). Diesel is typically pumped at the same rate, though we do have high flow capability of up to 70LPM where safety and vehicle conditions allow.

Each vehicle is filled individually so that we can provide tracking and accountancy. We can fill up to 30 vehicles an hour.

Our meters are checked and verified by Dubai Municipality. Our fuel products are regularly tested by certified laboratories to ensure they meet the standards set by the Emirates Authority of Standardization and Metrology.

Fuel delivery (Diesel, Biodiesel, E91, Special 95, Super 98), mobile car wash, tyre, oil and battery change services.

Deals
Get special offers, packages, and bundles on fuel delivery and other services. Go to “Deals” in the main menu to see our current offers.

Partner Offers
Enjoy savings with a wide range of partner companies. Check the current discounts under “Partners Offers” in the main menu .

We love to always hear your feedback on our service, or your ideas on how we can do better.

Use the “Give Feedback” tab in the main menu or send us an email:
Suggest ideas for the app: cst-ideas@cafu.com
Report a bug: cst-reported-bug@cafu.com
Share your feedback: customer-feedback@cafu.com 

Make sure that you’re entering the code correctly and that the offer hasn’t expired. If you’re still having problems, you can contact our Customer Care Team on 800-MYCAFU or via the in-app chat.

To make the most of CAFU, keep an eye out for our latest promotions via the following channels:

• Turn on your app notifications for the latest offers and order status updates.
• Check your email for deals and promotions.
• Check your SMS messages for occasional promos from us.
• Follow us on social media for regular updates and special offers.
  
  https://www.facebook.com/MyCAFU/
  
  https://www.instagram.com/mycafu/
  
  https://twitter.com/mycafu
  
  https://www.linkedin.com/company/mycafu
  
  https://www.youtube.com/MYCAFU

In less than 20 mins^* after the order has been placed from CAFU app.

We can deliver 10 Liters of Super 98 Petrol.

10 Liters Super 98 Petrol for AED 85.

Yes, you can order up to 20 Liters of Petrol worth AED 170.

We deliver only Super 98 petrol at the moment.

Unfortunately, we deliver only Super 98 petrol.

There are 2 options available for the customer to request Rent a car.

Option 1: TMNF will arrange for Rent a car

• The customer calls Tokio Marine and requests Rent a car,
• Agents will check if the claim documents are received and then will arrange for Rent a car.
• The customer will be contacted by the Rent a car team within 24 hrs and Rent a car will be delivered to the customer’s desired location.

Option 2. Reimbursement

The customer may select any rental company of his choice and provide the following for a refund:

• Rental Agreement
• Emirates ID

• The workshop will send the estimate report to TMNF, once received, repair approval will be sent to the workshop after which repair will start.
• Turn around time for repair approval- 24- 48 hrs.

• The customer will receive an email with the Claim acknowledgement, procedure, workshop and motor claim form to his registered email id.
• The customer fills the motor claim form and sends it back by mail
• Turn around time-24 Hrs

Website – Option -1

• Please login to www.tmnf.ae
• Click on claim and services.
• Customer can attach the police report, driver’s license and vehicle registration,
• A reference will be generated instantly and the customer will be contacted by the claiming team via email.
• Turn around time- 24 hrs.

IVR – Option-2

• The customer calls Tokio Marine
• Select 1 to report a claim, he then receives an sms on his mobile number and can register the claim via sms.

Email- Option 3

• Customers may send the police report, driver’s licence and vehicle registration by email
• The customer will be contacted by claim staff via email.
• Turn around time-24 hrs