Help centre
How can we help?
Short answers to the questions riders and drivers ask most. If yours is not here, email us and a person will reply.
Riders
Booking and
riding.
From your first request to the end of the trip.
How do I book a bajaj on Shacaale?
Open the app, set your pickup and destination, confirm the estimated fare, and request a ride. Shacaale finds the nearest available driver and shows you their vehicle and live location once they accept.
How is my fare calculated?
You see an estimate before requesting, based on the route distance and the active fare settings. The fare is confirmed with your driver for the trip. Always check the estimate on screen before you request.
What is the pickup PIN?
When a driver accepts your ride, the app gives you a four-digit PIN. Share it with the driver before the trip starts. It confirms that the driver and the ride match what you booked.
Can I track my driver?
Yes. Once a driver accepts, the app shows their vehicle and latest location while they are on the way to you. Keep the app open for the freshest ETA.
Do I need internet to book?
Yes. You need a data connection to request a ride, receive driver updates, and follow live tracking. Mobile data on any Somali network works.
Fares
What you
pay.
Estimates, final fares, and how to handle a mismatch.
Why is my estimate different from the final fare?
Estimates use the planned route. Traffic, a changed destination, or waiting time can change the final amount. Confirm any change with your driver before continuing.
How do I pay?
Pay the agreed fare directly at the end of your ride using the payment method you have arranged with your driver. Always confirm the amount in the app before you pay.
Are prices fixed?
Your in-app estimate is the reference for the trip. If a driver asks for a different amount before pickup, cancel the request and report it.
Drivers
Driving with
Shacaale.
Approval, documents, pay, and your schedule.
How do I become a Shacaale driver?
Create a driver account, complete your profile, and add your bajaj details. Our team reviews your profile and vehicle before you can accept rides. You can start the process from the driver app or contact us.
What documents do I need?
You will need a valid driver's licence, a registered bajaj, and the vehicle documents that match the plate you submit. Our onboarding team confirms the full checklist with you.
How much does Shacaale charge drivers?
During the launch period, drivers keep 100% of the agreed fare. Any future commission or service fee will be shown clearly in the driver app before it applies.
When do I get paid?
Fares are settled directly on the ride. Your driver account keeps a record of each completed trip and its fare. Payment features will expand as coverage grows.
Can I choose when to drive?
Yes. You decide when to go available and which requests to accept. There are no shifts and no minimum hours.
Safety
Feeling
secure.
Verification, PINs, and what to do when something does not feel right.
How are drivers verified?
Drivers create a profile, submit their vehicle details, and wait for approval. Shacaale reviews the profile and vehicle before a driver can accept rides.
What should I check before getting in?
Check the driver name, vehicle, and plate against the app, then share your pickup PIN. If anything does not match, do not start the ride — cancel and request again.
What if I feel unsafe during a ride?
Ask the driver to stop in a safe, public place and end the trip. Contact local emergency services if you are in immediate danger, then report the ride to Shacaale so we can follow up.
Who can see my location?
Your live location is used to match you with nearby drivers and to show your driver where to pick you up. Trip location is linked to your ride record.
Still stuck
We are one
message away.
Send us the details and we will point you in the right direction.
Support email
hello@shacaale.comInclude your account email and, for a ride issue, the time and route so we can find the trip.
Account & data
Delete your accountClose a rider or driver account and request deletion of linked personal data.