Frequently Asked Questions
Find answers to common questions about the Hakwa platform. Can't find what you're looking for? Contact our support team at support@hakwa.app
General Questions
What is Hakwa?
Hakwa is Fiji's premier transport booking platform that connects riders with drivers and vehicle operators. We offer hail service (immediate rides), rental service (hourly/daily vehicle bookings), and intercity transport services across Fiji.
Which areas does Hakwa operate in?
Hakwa currently operates across major cities in Fiji including Suva, Nadi, Lautoka, and surrounding areas. We're continuously expanding to new regions. Check the app for service availability in your area.
How do I contact Hakwa support?
You can reach our support team via:
- Email: support@hakwa.app
- In-app support chat (available 24/7)
- Help section in the mobile apps
For Riders
How do I book a ride?
Open the Hakwa Rider app, enter your pickup and destination locations, select your service type (hail, rental, or intercity), review the fare, and tap "Request Ride". You'll be matched with a nearby driver.
What payment methods are accepted?
We accept cash payments directly to drivers and M-PAiSA (Vodafone Fiji's mobile money service). You can select your preferred payment method when booking a ride.
Can I cancel my booking?
Yes, you can cancel a booking at any time. However:
- Cancelling before driver acceptance: No charge
- Cancelling after acceptance but before pickup: Minimal cancellation fee
- Cancelling after driver arrival: Standard cancellation fee
How is the fare calculated?
Fares are based on:
- Base fare (minimum charge)
- Distance traveled (per km rate)
- Service type (hail, rental, intercity have different rates)
- Time duration (for rentals)
You'll see an estimated fare before confirming your booking.
How do I rate my driver?
After each trip, you'll be prompted to rate your driver from 1-5 stars. You can also add feedback tags and an optional comment. Your feedback helps maintain service quality.
What if I left something in the vehicle?
Contact the driver directly through the app's chat feature or by phone. You can find the driver's contact information in your trip history. Alternatively, contact Hakwa support with your trip details and we'll help coordinate return of your items.
How does the rental service work?
Select "Rental" when booking, choose your rental duration (hourly or daily), pick your vehicle from available options, and select self-drive or chauffeur-driven. Payment terms and rental conditions will be shown before confirming your booking.
For Drivers
What are the requirements to become a driver?
To drive with Hakwa, you need:
- Valid driver's license (minimum 2 years)
- Age 21 or older
- Clean driving record
- 4-door vehicle (max 10 years old)
- Valid vehicle registration and insurance
- Smartphone with data connection
How long does driver approval take?
After submitting all required documents, approval typically takes 1-2 business days. You'll receive email notification once your application is reviewed. Make sure all documents are clear and valid to avoid delays.
How do I receive trip requests?
Go online in the app by toggling your availability status. When you're online and a rider books nearby, you'll receive a notification with trip details. You have limited time to accept or reject the request.
How much do drivers earn?
Earnings vary based on:
- Number of trips completed
- Hours you're online
- Service types (rentals typically pay more)
- Peak hours vs off-peak
- Location (urban vs rural areas)
After Hakwa's commission (typically 15-20%), you keep 80-85% of each fare. View your earnings breakdown in the app's Earnings tab.
When do I get paid?
Cash payments are collected directly from riders and kept immediately. Digital payments (M-PAiSA) are typically paid out weekly to your registered account. Check with your operator if you're driving for a company.
What if a rider cancels after I've accepted?
If a rider cancels after you've accepted and started driving to pickup, they're charged a cancellation fee. You'll receive compensation for your time and fuel. The cancellation fee amount depends on how far you've traveled toward the pickup location.
How can I improve my rating?
Tips for maintaining high ratings:
- Keep your vehicle clean and comfortable
- Drive safely and follow traffic laws
- Be polite and professional
- Arrive promptly at pickup locations
- Use GPS for efficient routes
- Respect rider preferences (music, AC, conversation)
For Operators
What is an operator on Hakwa?
An operator is a transport business owner who manages a fleet of vehicles and drivers on the Hakwa platform. Operators can onboard multiple vehicles and drivers, monitor their performance, and track business earnings through the web dashboard.
What documents do I need to register as an operator?
Required and optional documents:
- Required: Owner/director ID
- Optional: Business registration certificate
- Optional: Operating license/Transport operator permit
Note: Without Business Registration and Operating License, you'll be labeled as "Unlicensed" operator.
How long does operator verification take?
Operator applications typically take 2-5 business days for verification. Our admin team reviews all documents to ensure compliance with regulations. You'll receive email updates about your application status.
How do I add vehicles to my fleet?
In the operator dashboard, go to "My Vehicles" and click "Add New Vehicle". Enter vehicle details and upload required documents (registration, insurance, photos). Each vehicle must be approved by admin before it can accept bookings.
How do I onboard drivers?
Two methods:
- Invite drivers via email/phone through the dashboard
- Have drivers self-register in the driver app and select your company
You'll review and approve driver requests in your dashboard before they can drive your vehicles.
How do I track my earnings?
The operator dashboard provides comprehensive earnings analytics including total revenue, breakdown by vehicle, breakdown by driver, service type distribution, and trend charts. You can generate and export detailed financial reports for any date range.
Can I set my own rental prices?
Yes, operators can configure rental pricing for their vehicles including hourly rates, daily rates, minimum hours, additional kilometer charges, and chauffeur fees. Make sure your pricing is competitive and clearly communicated to customers.
Payments
Is M-PAiSA safe to use?
Yes, M-PAiSA is Vodafone Fiji's official mobile money service and is secure. All transactions are encrypted and protected. Your M-PAiSA credentials are never stored on our servers.
What if I'm charged incorrectly?
If you believe you were charged incorrectly, contact Hakwa support immediately with your trip details. We'll review the fare calculation, GPS data, and trip information. If an error is confirmed, we'll process a refund within 3-5 business days.
Do I get a receipt for my trips?
Yes, digital receipts are automatically generated for every completed trip. You can view and download receipts from your trip history in the app. Receipts include all fare details, trip information, and payment method.
Are there any hidden fees?
No, all fees are clearly displayed before you confirm your booking. The fare you see is the fare you pay (unless there are route changes during the trip). Additional charges may apply only for wait time or cancellations, which are clearly communicated.
Safety & Security
How are drivers verified?
All drivers undergo a verification process including driver's license check, vehicle inspection, document verification, and background checks where applicable. Only approved drivers can accept bookings on the platform.
Can I share my trip with friends/family?
Yes, during any active trip, you can tap "Share Trip" to send a real-time tracking link to friends or family via SMS, WhatsApp, or other messaging apps. They can follow your journey in real-time until the trip ends.
What should I do in an emergency?
If you feel unsafe during a trip:
- Tap the emergency SOS button in the app
- Call emergency services (911) directly
- Share your location with trusted contacts
- Report the incident to Hakwa support immediately
How do I report a safety concern?
You can report safety concerns through the app by going to your trip history, selecting the relevant trip, and choosing "Report Issue". Alternatively, email support@hakwa.app with details. All reports are taken seriously and investigated promptly.
Is my personal information safe?
Yes, we take data privacy seriously. Your personal information is encrypted and stored securely. We never share your data with third parties without your consent. Our platform is compliant with international data protection standards.
Technical Issues
The app won't find my location. What should I do?
Try these steps:
- Ensure location services are enabled in your phone settings
- Grant location permission to the Hakwa app
- Check that you have internet connection (WiFi or mobile data)
- Restart the app
- If issues persist, contact support
I'm not receiving notifications. How do I fix this?
Check the following:
- Notifications are enabled in phone settings for Hakwa app
- App notification settings are enabled in the app
- Your phone isn't in Do Not Disturb mode
- The app has the latest updates installed
- Your phone has internet connection
The app keeps crashing. What should I do?
Try these solutions:
- Close and restart the app
- Check for app updates in the App Store or Google Play
- Clear app cache (in phone settings)
- Restart your phone
- If problem persists, uninstall and reinstall the app
- Contact support if issue continues
How do I log in to my account?
Hakwa uses magic link authentication for secure, passwordless login. Simply enter your registered email address on the login screen, and you'll receive a secure link via email. Click the link to instantly log in. If you don't receive the email, check your spam folder or contact support.
Still Have Questions?
Can't find the answer you're looking for? Our support team is here to help 24/7.