Passenger Safety Policy
Timorgiara Neto, Unipessoal, Lda. · Zero III, Fatuhada, Dom Aleixo, Díli, Timor-Leste · +670 78501719 · +670 73484565 · Version of 11 October 2026
This Policy describes what HAKAT does to protect those who travel, what it asks passengers to do, and — just as clearly — what it cannot guarantee.
1. The driver has been verified
No driver receives ride requests until their account has been approved. Approval requires: a photograph of the driver, an identity document, the driving licence — front and back, because the back shows the vehicle categories the driver may drive —, the vehicle registration card, the inspection card, and four photographs of the vehicle, taken in the application, with the number plate visible. The criminal record certificate is submitted within 60 days of approval; without it, once that period ends, the account is suspended and receives no requests.
Where the vehicle does not belong to the driver, the driver also submits the owner’s identity document and the authorisation signed by the owner. The insurance card is, for now, optional: the vehicle of a driver who submits one within its validity shows the passenger the «Insured ✓» badge.
The driving licence, the registration and the inspection must be within their validity period. An expired document automatically prevents the driver from going on duty, and the account only works again once the renewed document has been submitted.
2. The person driving today is the person who was verified
Before the first ride of each day, the driver takes a photograph of themselves in the application.
The documents verify the account; this photograph verifies the person at the wheel that day. It prevents an approved driver’s account from being used by someone else.
3. The vehicle that arrives is the vehicle announced
Before getting in, the passenger sees in the application the driver’s photograph and name, the make and model of the vehicle, its colour and its number plate.
If any of these does not match, do not get in. Cancel the ride and tell us.
4. Pickup code
The application shows the passenger a code, which the passenger tells the driver before the ride starts. Without that code, the ride does not start.
The code does two things: it proves to the driver that the person who got into the vehicle is the person who requested the ride, and it prevents rides that did not happen from being recorded.
When a ride is requested for someone else, the code and the emergency button stay in the requester’s application, and the requester must give the code to the person travelling before the driver arrives.
5. Emergency button
Throughout the ride, passenger and driver have an emergency button that sends an immediate alert with their position at that moment.
The alert identifies the type of emergency, so that whoever responds knows whether to call the police, an ambulance or provide other help.
The emergency button does not replace the national emergency numbers. In immediate danger, call the authorities first.
6. Sharing the ride
The passenger may share the ride with anyone they choose — a relative, a friend, a colleague. The person they share it with can see who is driving, in which vehicle, and where the ride is going.
In a small city, this is often the most effective protection of all: someone, somewhere, knows which car you got into and where you were going.
7. Contact during the ride
Passenger and driver can talk to each other by phone or by message inside the application, in order to meet at the pickup point.
The platform’s administration does not read the conversations in the normal course of the service: the panel only shows how many messages were exchanged on each ride. Conversations are only consulted when needed to investigate a safety incident or a complaint, and every data export is logged, as is every access to identity documents.
8. Rating
At the end of each ride, the passenger rates the driver. Ratings are monitored, and a persistently low rating leads to a review of the account.
9. Price and payment
The price is set by the application and is not negotiated inside the vehicle. Payment is made in cash, to the driver, at the end of the ride.
Some venues charge an entry fee, which is the passenger’s responsibility and paid at the barrier:
| Venue | Car and Pickup | Motorbike |
|---|---|---|
| Timor Plaza — car park | USD 1 on entry | Exempt |
| Nicolau Lobato Airport | USD 1 per hour | USD 0.50 per hour |
The application warns of this fee before the request is confirmed, so that no one is surprised at the barrier.
10. Conduct required of the driver
The driver is expressly prohibited from:
- Driving under the influence of alcohol, narcotics or psychotropic substances;
- Discriminating against any passenger on grounds of sex, origin, language, religion, disability or social condition;
- Behaviour or language of a sexual, intimidating or offensive nature;
- Charging an amount different from the one shown by the application;
- Departing from the route without the passenger’s agreement;
- Carrying anyone not included in the ride request;
- Using a vehicle other than the registered one.
11. Conduct required of the passenger
The passenger is asked to:
- Wear a seat belt in a car and a helmet on a motorbike;
- Not bring more people than declared in the request;
- Not smoke or drink alcohol inside the vehicle;
- Not carry substances or objects prohibited by law;
- Treat the driver with respect and not damage the vehicle;
- Pay the amount due at the end of the ride.
12. Minors
A ride may be requested for a minor, provided that the requester declares, in the application, that they are responsible for the minor or have the authorisation of the person who is. The declaration is recorded with the date and time.
The driver sees that the passenger is a minor before accepting and may refuse. If they accept, they must take the minor directly to the destination indicated.
13. Lost items
An item left in the vehicle should be reported as soon as possible, through the application or the contacts below. The platform helps passenger and driver get in touch to return it, but is not liable for the loss of belongings.
14. Accident
In the event of an accident, the passenger should:
- First ensure their own safety and that of others;
- Contact the authorities and the emergency services;
- Use the application’s emergency button;
- Report the incident to the platform as soon as possible.
Civil liability arising from the accident lies with the driver. Motor third-party liability insurance is compulsory in Timor-Leste (Public Instruction No. 07/2010, approved by Council Resolution No. 12/2010 of 17 December) and covers damage up to USD 20,000 for vehicles carrying passengers.
Not all vehicles on the roads of Díli are insured. If the vehicle is not insured, the injured passenger must claim compensation directly from the driver, under the laws in force in Timor-Leste. Timorgiara Neto, Unipessoal, Lda. is not an insurer, provides no cover and does not replace a missing policy.
15. How to complain
Any safety incident can be reported through the contacts +670 78501719 · +670 73484565, or through the application.
Safety complaints are reviewed as a priority and may lead to the immediate suspension of the driver’s account while the review lasts.
16. What we cannot guarantee
We are a technology intermediation platform, not a transport company. We do not drive, we do not own the vehicles and we are not an insurer.
We verify documents, record who is driving, provide ways to raise an alert and act on the complaints we receive. We cannot guarantee how a person behaves inside a vehicle, nor take the place of the authorities.
This Policy describes what we do — and also says what we do not do, because a promise that cannot be kept is worse than no promise at all.