Do's and Don'ts

Admin bookings please make sure you are online only when you are ready and prepared to do a booking because if a trip comes via admin you must do it or face a 3-day suspension. 

Do not call your regular passengers and ask them to book your taxi after you have arrived. This is mainly on corporate trips were a driver goes to the pick-up point picks the client and then ask them to request while already sited in the car. This goes against our principle of assigning the nearest taxi to the passenger. You are also depriving your client from getting a taxi in the fastest possible time.

You MUST honour a booking that you win. This is very important in building passenger confidence and encourages more passengers to use our platform.  More passengers mean more jobs for drivers and more money.

Always check your settings and do reconciliation. Please regular check that you are online or not and regular check your trips and bookings to see if all is in order. Before you sleep do a quick reconciliation of the day to see if there are no errors and to see if you had a fruitful day.

Do not transfer a job to other drivers.   If you are unable to pick up a passenger after accepting request due to an emergency, please call the passenger to apologize before cancelling the booking. You are strongly encouraged not to cancel jobs except in an emergency (e.g., car breakdown).

Collect the correct fare according to the Trip Invoice. CASH payment shall be in any mode acceptable to you (eg. Cash, Ecocash, Telecash, Wallet, Innbucks, etc.)  Do not set your own fares (e.g., extra charge per trip) as this may be considered as over-charging. Do not set your own rate.

DO NOT COLLECT CASH IS THE APP DOES NOT OPEN UP FOR YOU TO TYPE AMOUNT.

Self-Hail or Street Pick Up. Remember if you are carrying our passenger whether they call you direct or whatever you must do Self Hail or Street Pick Up. We are having these reports where drivers personalise trips especially when it’s a return trip. We have reports of driver saying to clients, “just pay what you paid before since we are going back.”. That calls for 14 days suspension or removal from the app.

Please accept next job only AFTER the passenger has alighted from your taxi or unless if it’s the system giving you another job after seeing that you are the best to service client. Do not accept jobs when you have another passenger on board or other commitments or when you are not yet ready as this will increase the time you take to reach the passenger.

Do not accept other jobs while on a trip, even from other apps because you also need to respect those passengers also and not delay them. 

Do not recommend other taxi booking apps to your passengers or try to make them call you direct. This practice is annoying to passengers and unprofessional. We receive reports of these actions every day.

Chit-chat – Please avoid unnecessary chit chatting with the passengers. Do not share your problems of life with passengers. Do not share Hwindi affairs with passengers, they seem to be your friends and concerned but they are the same people who will turn on you.

Self-diagnosis- just for the Harare for now. If you go online and the app doesn’t ring once in 2 days, and you are within 10km from the CBD then your app has an issue. First step is to check by trying to request yourself from another phone. If the request doesn’t come to you then you most probably blocked or locked on a previous trip or offline.

When having app issue please login in and out of the application or even delete and reload to make sure the issue is not on your side before you call the office.

Review your day – Always check every once in a while that your app is in order, check network, check-up coming trips and ratings. Then definitely at the end of the day check that all your trips were done and recorded well including verifying the payment methods used. Then also check your future trips and see if you have re-affirmed the passenger that you will be picking them up.