SECURITY POLICIES

Your safety is our priority. We never stop working to reduce incidents and set new standards, so you can stay connected and protected every time you ride with us.

  1. Emergency assistance

Get help fast. Call local emergency services right from the app, wherever you are.

  1. 24/7 Customer Support

Whether you have a quick question or an incident to report, it’s easy to get the help you need. Access 24/7 support directly through the app, whenever you need it.

  1. Share My Trip

Select your Trusted Contacts in the app and create reminders to share trip details with the people you love.

  1. Safety Centre

Visit the in-app Safety Centre to learn what we're doing to help keep you safe. Just tap the shield icon the next time you take a trip.

  1. 2-way Ratings

Your feedback matters. The two-way rating system maintains an enjoyable FIKA experience and helps keep riders and drivers safe.

  1. GPS Tracking

All FIKA rides are tracked by GPS from start to finish, so you can follow your ride and see exactly where you’re going.

  1. Phone Number Anonymization

Calls and messages made using the FIKA app do not reveal personal phone numbers. Your details are automatically protected.

  1. Driver Profile

Get to know your driver before you step into their car. You can see their rating, how many trips they've completed, how long they’ve been driving, compliments from previous riders, and more

9. Ride-Status

Using sensors and GPS data, Ride-Status can help detect if a trip has an unexpected long stop. If so, we'll check on you and offer tools to get help.

10. Verify Your Pin

Verify your ride with a PIN. This feature helps to make sure you’re getting into the right car with the right driver.

Drivers must clear several screenings

All potential driver-partners must complete a criminal background screening process before they can accept ride requests through the FIKA app.

  1. Driver Hour Limits

To help make roads safer for everyone, FIKA automatically locks drivers out of the app when they reach the consecutive driving hours limit. They must then take a substantial break before they can drive again.

  1. Speed Limit Alerts

The Speed Limit Alerts feature flashes visual reminders to help drivers stay at a safe speed.

  1. Vehicle Inspection

In order to drive on the FIKA app, every vehicle must pass an independent annual inspection to verify that it is safe to drive. This inspection may only be done through Dekra, our official inspection partner.

Check your ride, every time

Before you hop in, take a second to double-check the app for your driver’s information. Follow these 3 steps to make sure you get into the right car;

Step 1:

Match the license plate number.

Step 2:

Match the car make and model.

Step 3:

Check the driver photo.

FIKA SAFETY TIPS

To help keep you safe, we screen drivers and build our technology with safety in mind. But there are also actions that you can take to help keep yourself safe. These tips were created help you stay safe while riding with FIKA.

  1. Request your ride inside

Minimize the time that you’re standing outside by yourself with your phone in your hand. Instead, wait inside until the app shows that your driver has arrived.

  1. Check Your Ride

Every time you take a trip with FIKA, please make sure you’re getting into the right car with the right driver by matching the license plate, car make and model, and driver photo with what’s provided in your app. FIKA trips can only be requested through the app, so never get in a car where the vehicle or driver identity doesn't match what’s displayed in your app.

  1. Have the driver confirm your name

In addition to the Check Your Ride safety steps, you can also ask the driver to confirm your name before you get in the car. Your driver sees your first name in their app, and your driver’s first name is displayed to you in your app. To safely exchange names, you can ask, “Who are you here to pick up?” The driver may also ask you to confirm their name for their own peace of mind.

  1. Be a back-seat rider

Whenever possible, sit in the back seat, especially if you’re riding alone. This helps ensure that you can safely exit on either side of the vehicle to avoid moving traffic, and it gives you and your driver some personal space.

  1. Always wear your seat belt

Seat belt use is the most effective way to save lives and reduce injuries related to car crashes, according to the World Health Organization.

  1. Share your trip details with loved ones

While you're on trip, tap Share trip status in the app to share your driver’s name, photo, license plate, and location with a friend or family member. They will receive a text or push notification that tracks your trip and ETA.

  1. Protect your personal information

In specific areas, we’re investing in technology to anonymize your phone number when you call or message your driver through the app.

  1. Follow your intuition

Trust your instincts and use your best judgment when requesting a ride with FIKA. If you ever feel that you’re in an urgent situation, you can call 10111 by using the Emergency Button located in your app. Anytime you call emergency services from the FIKA app, the app provides you with your real-time location and trip details that you can share with the dispatcher. If you feel unsafe you can end the ride at any time. 9. Be kind and respectful as outlined in FIKA’s Community Guidelines, please respect fellow passengers and your driver and their car.

  1. Give feedback about your trip

After each trip, you’re asked in the app to rate your trip. Your feedback helps keep FIKA safe and enjoyable for everyone. If you ever experience a safety issue on a trip, please report it to FIKA. Our response team will follow up. On every trip you can tap the shield icon in the app to access FIKA’s Safety Toolkit and get help whenever you need it.

Examples of how to report a serious incident with a driver:

FIKA is committed to the safety of everyone who uses the platform. Any aggressive, confrontational, or harassing behaviour is not tolerated.

Please use the app to report driver behaviour that has caused you harm or extreme discomfort.

To report other trip related issues, please choose the most relevant link on the app:

  • My driver was rude: If your driver’s behaviour was unprofessional or rude.

  • My driver drove dangerously: If your driver was driving in an unsafe manner.

  • Review my cancellation fee: If you have a cancellation fee issue.

  • My driver’s vehicle was unsafe or broke down.

  • My driver didn't match the profile in my app.

  • My driver’s vehicle was different

  • I was discriminated against by my driver.

  • I was hijacked: If you and your driver were hijacked during a trip.

  • Other: Describe the nature is your issue.

Please note that FIKA will report allegations of possible criminal offences involving minors to law enforcement or local authorities. As part of our reporting obligations, the details of the person making the report are also disclosed. We do this in the interest of child safety and to comply with criminal and child protection laws.

We hope every ride using the app is safe and comfortable. Vehicles need to meet certain requirements to help ensure a safe trip for everyone. If you didn't feel safe riding in this vehicle, let us know why here: report@fikatransit.com. We'll be in touch to help. For other issues, select the right article to get the quickest help.

Emergency contact information

An emergency contact is a person you choose that can be contacted if a specific incident occurs and FIKA is unable to contact you directly. In case of emergency, FIKA will first try to contact you, and if that’s not possible, we will call the emergency contacts you have chosen.

If we call your emergency contact, the subject could be:

  1. Investigative: To help to compile information about the emergency incident, including what happened and who were involved.

  2. Informative: To inform the contact about what happened in the emergency incident.

These are the events that FIKA has defined as emergencies:

  • Death

  • Hospitalization

  • Ambulance needed to be called

  • Serious injuries

Although they are extremely rare, these situations can occur during a trip.

You can add any number as an emergency contact, but FIKA will only try to contact up to 2 contacts, giving priority to the last 2 registered. If FIKA manages to communicate with the first emergency contact, we will not contact the second one. FIKA is committed to the User data privacy. Your contacts will only be called in case of emergency. If you delete an emergency contact from your account, FIKA will delete this information right away.

Report an assistive device, or assistance animal issue

FIKA doesn’t tolerate discrimination against any app users based on disability. Assistance animals must be accommodated in compliance with applicable accessibility laws. Please report any issue involving your assistance animal or mobility assistance device here.

Emergency Procedure

If at any time you feel that you are faced with any situation that requires immediate emergency attention, please call the emergency service number in your area. Once all parties are safe and the situation has been handled by the authorities, please then notify

FIKA. We will assist and take appropriate action as needed, including cooperating with law enforcement.

Numbers to call:

Emergency - Ambulance (10177)

Emergency - Cell phone (112)

Emergency - National (10111)

Email FIKA:

report@fikatransit.com