Support

Reach us

Something went wrong right now

My driver has not arrived

Open the booking in the app — the driver's name and number are there once assigned, along with the transport partner's care line. If you cannot reach them, WhatsApp us. If a driver never arrives, you are refunded in full.

My meal did not come

Meals On Me's care line is on your plan screen: +971 56 762 5387. Tell us too — a missed meal is refunded or credited back to your plan.

My laundry is late or damaged

WashHouse care: +971 50 398 7439 or +971 56 445 9770. For loss or damage, report it to us with photos and we will handle the claim.

Questions students ask

Is THENU free to use?

Yes. You pay only for the services you book, at the price shown. We never add a booking fee or service charge at checkout.

Do I need an Emirates ID to use THENU?

No. You can book everything before your ID arrives — most students use THENU in their first week precisely because nothing else is set up yet.

Can I book before I land in Dubai?

Yes, and you should. Airport pickup and your first meal plan are best arranged before you fly. Meal plans need 48 hours' notice to start.

What happens if my flight is delayed?

Tell us and we move your pickup at no cost. Delays are never charged to you.

Can I skip meals I will not be home for?

Yes — with 24 hours' notice, and the meal moves to a later day inside your plan rather than being lost. The app shows you the exact replacement date before you confirm.

How do I delete my account?

Profile → Privacy → Delete account. It is immediate, and we do not make you email anyone to do it.

Who sees my uploaded documents?

Only you. They sit in a private vault locked to your account. No partner and no staff member browses them. You can delete them at any time.

Is my payment safe?

Card details are handled entirely by our payment provider and never stored by THENU.

I want to complain about a partner

Email us with the booking reference. We investigate every complaint, we tell you what we found, and repeated failures remove a partner from THENU entirely.

Become a partner

If you run a kitchen, laundry, transport or accommodation business serving students in Dubai, write to support@thenu.app. The standards you would be held to are published in our Partner Terms.