Be respectful
No harassment, threats, discrimination, or abusive language. Treat the other person the way you would want to be treated in your own neighbourhood.
Community guidelines
Respect on
every ride.
Shacaale works because riders and drivers treat each other as people, not as obstacles. These standards apply to everyone using the platform.
The basics
What we expect
from each other.
Simple standards, applied to both sides of the ride.
Put safety first
Do not pressure a driver to speed, overload the bajaj, or continue a trip that feels unsafe. Stop in a public place and end the ride if needed.
Use real details
Keep your profile, vehicle, and plate information accurate. Do not share accounts or let someone else take a trip under your name.
Keep fares clear
Confirm the fare before the trip starts. Do not demand or offer a different amount at the roadside. Report any mismatch instead of negotiating it out.
No unlawful use
Do not use Shacaale to carry prohibited goods, commit fraud, or break local transport or road rules.
Protect the PIN
Riders share the pickup PIN only with the assigned driver. Drivers do not start a trip until the rider confirms it.
Reporting
See something?
Say something.
If a ride or interaction breaks these guidelines, report it. Include the ride time, route, driver or rider name, and plate if you have it. If you are in immediate danger, contact local emergency services first.
Report
Send the concern through the in-app support option during a ride, or email hello@shacaale.com.
Review
We look at the report against the ride record and the accounts involved. We may contact you for more detail.
Act
Where needed, we may warn, restrict, suspend, or remove an account. Serious safety concerns may be handled immediately.
Appeal
If you believe a decision was wrong, reply to the decision email and ask for a review.
Enforcement
We apply these guidelines consistently, but context matters. A first, minor issue may result in a warning or guidance. Repeated or serious issues — especially anything involving threats, violence, discrimination, or fraud — can lead to immediate suspension or permanent removal from Shacaale.
We may also remove or restrict an account where we are required to do so by law, or where keeping the account active would create a safety risk for riders, drivers, or the public.
Riders and drivers
These standards apply equally to both sides. A rider who harasses a driver, refuses to pay an agreed fare, or repeatedly makes false reports can lose access just as a driver can. A driver who discriminates, drives unsafely, manipulates fares, or lets another person use their account can lose access.
Appeals and questions
If you have a question about these guidelines or a decision made under them, email hello@shacaale.com. Include your account email and the ride or report reference. We will explain the decision where we can, without exposing another person's private information.
Changes
We may update these guidelines as the service grows. The revised date will appear at the top of this page. Continued use of Shacaale means you accept the current version.
Help keep it civil
A better ride
starts with us.
Most rides pass without a problem. When they do not, reporting it helps protect the next person.
Reports inbox
hello@shacaale.comDo not send identity documents or payment details by email unless our team asks you to through a verified channel.