Question 1

What is the difference between a membership and a fixed-term stay?

Accepted Answer

A monthly membership — Secure, Signature or Collection — is billed each month and includes the movements listed for its plan. A fixed-term stay covers 2, 3, 6 or 12 months at the monthly storage rate, paid monthly or upfront, with an optional care package or individual services.

Question 2

How long can my vehicle stay?

Accepted Answer

Choose a monthly membership, or a fixed-term stay of 2, 3 or 6 months or one year. Stay duration is independent of your care package, and extensions can be arranged with the team.

Question 3

When does the stay begin?

Accepted Answer

The stay begins when Carden records your vehicle’s arrival. The date you request helps the concierge coordinate that arrival; dates are estimates until arrival is recorded.

Question 4

Do fixed-term stays renew automatically?

Accepted Answer

No. A fixed-term stay ends on its agreed date. Extensions are arranged with the concierge and appear on your stay and invoices once Carden approves them.

Question 5

Can I visit before arranging a stay?

Accepted Answer

Yes. Request a private tour with your preferred date and time. Your preferred time is not a confirmed appointment — the team reviews it, then confirms or suggests an alternative.

Question 6

Will my vehicle have its own space?

Accepted Answer

Yes. Once your request is approved and payment is arranged, Carden assigns an eligible space to your vehicle and reserves it before arrival. Each space holds one vehicle and has its own camera.

Question 7

Can I access my vehicle during the stay?

Accepted Answer

Yes, by arrangement. Schedule a self-collection at the residence or ask Carden to deliver your vehicle, from the member app or through the concierge. Every release follows a departure inspection.

Question 8

Why do I wait after my vehicle arrives?

Accepted Answer

The arrival inspection must be complete before the vehicle dashboard opens. It records condition, photos and handling notes for your stay.

Question 9

Is there another inspection when I leave?

Accepted Answer

Yes. A separate departure inspection is completed before the vehicle is released, and it can be compared with the arrival report. Returning vehicles go through a new arrival inspection.

Question 10

Who can see my vehicle’s camera?

Accepted Answer

You, once access is granted for your assigned space, and authorized Carden staff. Members never see other members’ vehicles.

Question 11

Is the camera view live?

Accepted Answer

Yes, when the camera is connected. The app shows the connection state; if a camera is offline or access is paused you see the reason — never an older recording presented as live.

Question 12

Can I save photos or clips?

Accepted Answer

You can capture a still image and, where Carden enables it, save a short clip in the app. Continuous recordings stay on the facility’s on-site recorder and are not browsed in the app.

Question 13

What happens to camera access if my space changes?

Accepted Answer

Access follows your assignment. When the space or vehicle changes, or the stay ends, access to the previous camera is withdrawn.

Question 14

Do I pay when I send a request?

Accepted Answer

No. Sending a request takes no payment. Once Carden approves it, payment is arranged in the member app or with the concierge.

Question 15

How do I pay?

Accepted Answer

Approved invoices are paid through Carden’s secure payment provider in the member app. Card details are handled by the payment provider and are not stored by Carden.

Question 16

Can I pay monthly or upfront?

Accepted Answer

Fixed-term stays can be paid monthly or upfront. Package and add-on service fees are included in the first payment. Future instalments do not restrict your current access before they fall due.

Question 17

Will I pay twice for a bundled service?

Accepted Answer

No. A service included in your selected package is marked as included and removed from paid additions. Quantities and frequency are shown with each package.

Question 18

Can Carden collect or deliver my vehicle?

Accepted Answer

Yes. Choose collection to Carden, delivery to you, self-collection or self-return. Share the address, time and handling notes; the concierge confirms the movement and assigns a team member.

Question 19

How are movements priced?

Accepted Answer

Fees depend on the service, the area and the time; a night fee applies between 22:00 and 06:00 Riyadh time. Memberships include movements as listed for each plan. Where a rate is not published, the concierge confirms the price first.

Question 20

Can I follow the movement live?

Accepted Answer

You see the assigned team member, the expected arrival time and each stage as the Carden team updates it. Carden does not provide live GPS tracking of the transport vehicle.

Question 21

How is a handover secured?

Accepted Answer

Each movement uses a single-use handover code with limited validity, verified at the right custody stage. Expired codes are refused and a replacement can be issued.

Question 22

Can I change, extend or end my stay early?

Accepted Answer

Yes — send a request from your stay in the app or through the concierge. Carden reviews it and makes the change; the request alone does not close the stay or release the space. Early departure does not create an automatic refund.

Question 23

Can I cancel a monthly membership?

Accepted Answer

Eligible monthly memberships can schedule a cancellation with an effective date — and undo it before that date — from the member app. Original invoice amounts are kept.

Question 24

Can I cancel a care or transport request?

Accepted Answer

Care requests can be cancelled before the work is scheduled, and transport requests before the stage that prevents cancellation. Later changes are handled by the concierge.

Question 25

Do I have to choose a service package?

Accepted Answer

No. Choose storage only, add individual services or select a package. Package inclusions and paid additions are shown separately before you send your request.

Question 26

Are repairs included in a maintenance check?

Accepted Answer

The check records findings. Repairs, parts and specialist work need a separate agreement with the team.

Question 27

Will I see what was done to my vehicle?

Accepted Answer

Yes. Care requests show their status, the assigned specialist, timing, work notes and any files Carden shares with you in the member app.

Question 28

Do I need to use the application?

Accepted Answer

No. Carden can manage your details, files, services and the full stay on your behalf. Create an account only if you would like to follow the journey yourself.

Question 29

What happens after I send a request?

Accepted Answer

You receive a reference straight away. The concierge reviews your requirements and agrees the next steps with you. A request is not yet a confirmed space or appointment.

Question 30

How do I delete my account?

Accepted Answer

Sign in on the Delete account page to request deletion, check its status or cancel a pending request. Outstanding custody or billing is resolved before deletion completes.

Good questions. Clear answers.

What is the difference between a membership and a fixed-term stay?

How long can my vehicle stay?

When does the stay begin?

Do fixed-term stays renew automatically?

Can I visit before arranging a stay?

Will my vehicle have its own space?

Can I access my vehicle during the stay?

Why do I wait after my vehicle arrives?

Is there another inspection when I leave?

Who can see my vehicle’s camera?

Is the camera view live?

Can I save photos or clips?

What happens to camera access if my space changes?

Do I pay when I send a request?

How do I pay?

Can I pay monthly or upfront?

Will I pay twice for a bundled service?

Can Carden collect or deliver my vehicle?

How are movements priced?

Can I follow the movement live?

How is a handover secured?

Can I change, extend or end my stay early?

Can I cancel a monthly membership?

Can I cancel a care or transport request?

Do I have to choose a service package?

Are repairs included in a maintenance check?

Will I see what was done to my vehicle?

Do I need to use the application?

What happens after I send a request?

How do I delete my account?

Still have a question?

Good questions. Clear answers.

What is the difference between a membership and a fixed-term stay?

How long can my vehicle stay?

When does the stay begin?

Do fixed-term stays renew automatically?

Can I visit before arranging a stay?

Will my vehicle have its own space?

Can I access my vehicle during the stay?

Why do I wait after my vehicle arrives?

Is there another inspection when I leave?

Who can see my vehicle’s camera?

Is the camera view live?

Can I save photos or clips?

What happens to camera access if my space changes?

Do I pay when I send a request?

How do I pay?

Can I pay monthly or upfront?

Will I pay twice for a bundled service?

Can Carden collect or deliver my vehicle?

How are movements priced?

Can I follow the movement live?

How is a handover secured?

Can I change, extend or end my stay early?

Can I cancel a monthly membership?

Can I cancel a care or transport request?

Do I have to choose a service package?

Are repairs included in a maintenance check?

Will I see what was done to my vehicle?

Do I need to use the application?

What happens after I send a request?

How do I delete my account?

Still have a question?