Issues

I was charged incorrectly

If you believe you were overcharged or charged in error after reviewing the following information, select 'Contact Support' below so our Support team can assist you.

Overcharged for my ride

Here are some common reasons riders believe they were overcharged for a ride. Check to see if any of these situations may have applied to your ride:

Higher price than expected

Riders may see higher ride costs when there’s more demand for rides. If your upfront price was higher than expected, it might have been busier than usual. Learn more about price calculations.

Poor route

Drivers are encouraged to use GPS to navigate to your destination, but are allowed to take alternate routes to avoid construction, blocked roads, or heavy traffic when necessary. If you believe a more efficient route was available, let us know and we’ll review your ride.

When you create a HakiTaxi account, update your payment method, or request a ride, you may see a pending transaction in addition to your ride charge on your payment method. This isn't an extra charge, but a temporary authorization we use to verify your payment method. The authorization will never actually process but may show as "pending" on your bank statement.

Toll fee

The final ride fare you see in the app includes applicable toll fees, which are priced based on the local electronic toll collection system. Here’s a list of US tolls charged to the rider. Please note that HakiTaxi reserves the right to apply tolls to rider fares that may not be identified on this list.

Service fee

Added on a per-ride basis, the Service Fee helps support the HakiTaxi Platform and related services, including a broad spectrum of operating costs and safety measures like insurance and background checks.

Damage fee

If you or a member of your group causes physical or cosmetic damage to the interior or exterior of your driver's car, we'll assess a damage fee and charge your default payment method. Learn more about damage fees.

Paid for a ride I didn’t take

Here are a couple reasons you might see a charge from Haki. Check to see if any of these situations may apply to you:

Ride started without me

If a driver started a ride without, or you believe a different rider took your Haki ride, let us know by selecting 'Contact Support' below and we'll investigate.

Family member or friend's ride

If you don’t recognize a Haki transaction, check whether your family or a friend used your Haki account or a shared credit card to take a ride.

Cancel or no-show fee

To compensate your driver for their time and gas, we'll apply a cancellation fee in specific situations. Learn more about the cancellation policy for riders.

Credit or coupon didn’t apply

Any valid ride discounts or Haki credits on your account are automatically applied to eligible rides. See the ‘Promos’ tab of your Haki app to check for limitations and expiration dates. Learn more about ride discounts and Haki credit.

How to request a ride

Open the Haki app

Tap 'search destination' and enter your destination. You can enter an address or search for a location.

Select your ride mode.

Tap 'Book Now' to request a ride. That’s it!

The pickup location will automatically set to your current GPS location. To change the pickup location:

Tap 'Current location' at the top of the screen

Enter an address or drag the location pin to the right spot

Tap 'Set pickup.' That's it!

If there's an easier pickup location nearby, you’ll have the option to meet your driver at the new location to save time. Pickup suggestions are always optional, and are only a short walk away.

Change your payment method before requesting a ride by tapping the payment method shown on the ride mode selection screen.

On the 'Payment' screen you can change or add payment methods, view any active promos, and switch between personal or business accounts.

You’ll see the price of your ride on the ride mode selection screen before you tap 'Select.' Learn more about how to estimate a HakiTaxi ride's cost.