Safety & Security

Effective Date: 02 April 2026
Last Updated: 02 April 2026

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⚠  EMERGENCY NOTICE: Hike is not an emergency service.If you are in immediate danger, call 10111 (Police), 10177 (Ambulance), or 112 (Emergency — all networks).The in-app emergency button supplements but does not replace official emergency services.

1. Purpose and Scope

This Safety & Security Policy (“Policy”) describes the tools, processes, standards, and responsibilities that Hike Technologies (Pty) Ltd (“Hike”) maintains to help protect Users, Drivers, and third parties while using the Hike platform.

This Policy covers:

• In-app safety features available to Users and Drivers

• Driver and vehicle vetting and approval standards

• Real-time monitoring and proactive risk detection

• Incident classification, reporting, and response procedures

• Data use for safety and investigation purposes

• Platform enforcement standards and escalation procedures

• Hike’s responsibilities and limitations

This Policy should be read alongside the Hike Terms of Service and Privacy Policy, both of which form part of the overall framework governing your use of the platform. In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail.

Hike is not a transport carrier, emergency service, or law enforcement body. While we invest significantly in platform safety, the ultimate responsibility for personal safety remains with each individual user.

2. Driver and Vehicle Vetting

Safety on the Hike platform begins before the first trip. All Rideshare Drivers must complete a multi-step vetting and approval process before their account is activated. Carpool Drivers are subject to a streamlined but equivalent process.

2.1 Rideshare Driver Vetting

Before a Rideshare Driver account is activated, Hike verifies the following:

Identity	South African ID document or valid passport — verified against the submitted profile photograph
Driver’s licence	Valid South African driver’s licence — class must be appropriate for the vehicle operated
Proof of residence	Current proof of residence not older than three months
Vehicle registration	Valid and current vehicle registration certificate
Roadworthy certificate	Valid roadworthy certificate confirming the vehicle meets road safety standards
Operating licence	Operating licence or permit as required under the National Land Transport Act 5 of 2009 and applicable provincial regulations (where required in the driver’s operating area)
Vehicle images	Interior and exterior photographs reviewed for vehicle condition, cleanliness, and suitability for passenger transport
Criminal background check	Consent-based criminal background check — applicants with disqualifying offences will not be approved (see Section 2.3)
Banking details	Verified bank account for earnings payouts

2.2 Carpool Driver Vetting

Users who wish to offer Lifts via the Hike User App must additionally submit:

• A valid South African driver’s licence

• Vehicle registration certificate

• Vehicle interior and exterior images

Carpool Drivers are not required to hold a commercial operating licence. However, Hike reserves the right to reject any carpool application where the vehicle condition, driving history, or other information raises a safety concern.

2.3 Criminal Background Check Standards

Hike conducts criminal background checks on all Rideshare Driver applicants with their explicit consent. The following categories of offences will result in automatic disqualification from the platform:

• Any conviction for a violent crime, including assault, robbery, kidnapping, or murder

• Any conviction for a sexual offence

• Any conviction for driving under the influence of alcohol or drugs in the preceding five years

• Any conviction for fraud or dishonesty-related offences in the preceding five years

• Any outstanding warrant of arrest

Hike may, at its sole discretion, disqualify applicants for other criminal history not listed above where Hike reasonably determines that the history poses a risk to platform users.

Criminal background checks are repeated periodically for active Drivers. Drivers are required to notify Hike immediately if they are charged with or convicted of any criminal offence after onboarding.

2.4 Continuous Compliance

Driver approval is not a one-time event. Hike requires all active Drivers to maintain their documentation in valid and current status at all times. Licences, roadworthy certificates, and operating permits must be renewed before expiry. Hike will notify Drivers in advance of document expiry deadlines where the data is available.

Failure to maintain current documentation will result in account suspension until the relevant documentation is renewed and re-verified.

3. In-App Safety Features

3.1 GPS Trip Tracking

All trips on the Hike platform are tracked in real time using GPS. The following data is recorded for every trip:

• Route taken — including any significant deviations from the expected route

• Trip timestamps — start time, end time, and any stops

• Speed data

• Pickup and drop-off coordinates

• Driver and vehicle details associated with the trip

This data is retained for safety review, incident investigation, and regulatory compliance purposes as described in our Privacy Policy. It may be shared with law enforcement where required by law.

3.2 In-App Emergency (Panic) Button

Both the Hike User App and the Hike Driver App include an in-app emergency button accessible at all times during an active trip.

When activated, the emergency button:

• Displays your real-time GPS location within the app

• Provides quick-dial access to South African emergency services (SAPS: 10111, Ambulance: 10177, Emergency: 112)

• Shares your current trip details — driver or passenger identity, vehicle information, and live route — with emergency services or your designated emergency contacts (if the emergency contact feature is enabled)

• Triggers an internal safety alert within Hike’s systems, flagging the trip for immediate review by the Hike safety team

⚠  ImportantThe panic button is designed for genuine emergency situations only.Misuse of the emergency button, including false activations, constitutes a breach of the Terms of Service and may result in account suspension.The panic button does not guarantee an immediate response from Hike or emergency services. Always call emergency services directly in a life-threatening situation.

3.3 Emergency Contact Location Sharing

Hike will introduce an optional feature allowing Users to nominate emergency contacts who will receive their live GPS location during an active trip. This feature:

• Is strictly opt-in and will only activate when you explicitly enable it in your app settings

• Requires your separate consent for background location access for this purpose

• Transmits your real-time GPS location to your nominated contacts for the duration of the active trip

• Ceases location sharing automatically when the trip ends or when you disable the feature

• Is available to Users (passengers) only — Drivers’ locations are already shared with the Hike dispatch system during active duty

This feature is a supplementary safety tool. It is not a substitute for contacting emergency services in an emergency.

3.4 Trip Visibility and Transparency

During every active trip, both the User and the Driver have access to:

• The matched party’s name and profile photograph — for identification at pickup and during the trip

• Vehicle details — make, model, colour, and licence plate number

• Live trip route and estimated arrival time

• In-app communication channel — for trip-related communication without sharing personal contact details

Users are encouraged to verify the driver’s name, photograph, and licence plate before entering the vehicle. If any detail does not match what is displayed in the app, do not enter the vehicle and report the discrepancy immediately through the app or by calling us.

3.5 Route Deviation Detection

Hike’s platform monitors active trips for significant deviations from the expected route. Where a significant unexplained deviation is detected:

• The system will flag the trip for review by Hike’s safety team

• The User may receive an in-app safety check prompt asking whether they are okay

• If the User triggers the emergency button or does not respond, the matter is escalated immediately

This feature relies on GPS connectivity and network availability. It may not function correctly in areas of poor network coverage.

3.6 Women-Only Driver Matching

Female Users may enable the women-only driver preference in the app settings. When this preference is active, the platform will only match the User with female Drivers. See the Terms of Service (Section 9) and Privacy Policy for further details on this feature.

4. Incident Reporting

4.1 Who Should Report

Any User or Driver who experiences, witnesses, or becomes aware of a safety-related incident on or in connection with the Hike platform is encouraged to report it. Hike takes all safety reports seriously.

4.2 What to Report

Reportable incidents include but are not limited to:

• Unsafe or reckless driving

• A route taken that significantly deviated from the expected route without explanation

• Verbal or physical harassment, threatening behaviour, or assault

• Unwanted physical contact or sexual misconduct

• Discrimination based on race, gender, religion, disability, sexual orientation, or any other characteristic

• A Driver or User who appears to be under the influence of alcohol or drugs

• Vehicle damage caused by a User

• Theft of property

• Fraud, platform manipulation, or abuse of the booking system

• Any situation that made you feel unsafe, even if no physical harm occurred

4.3 How to Report

Incidents can be reported through any of the following channels:

In-app reporting	Access the trip history in the app, select the relevant trip, and tap ‘Report an Issue’
Email	[email protected] — include as much detail as possible
Phone	+27 63 485 3489 — for urgent matters that do not require emergency services

When reporting, please include:

• The date, time, and trip reference number (visible in your trip history)

• A clear description of what occurred

• The name and vehicle details of the other party (visible in your trip history)

• Any supporting evidence such as photographs, screenshots, or witness information

Reports should be submitted as soon as possible after the incident while details are fresh. Hike may be limited in its ability to investigate incidents reported more than 30 days after they occurred.

4.4 Incident Classification

Hike classifies incidents by severity to prioritise response:

Severity	Description	Initial Response Target
Critical	Physical assault, sexual offence, kidnapping, weapon involved, or threat to life	Immediate — escalated to safety team within 1 hour of report
High	Harassment, intimidation, route deviation, impaired driving, or serious vehicle incident	Same day — reviewed within 24 hours
Medium	Verbal misconduct, property damage, platform abuse, discrimination	Reviewed within 3 business days
Low	Poor service, minor disputes, fare concerns, general complaints	Reviewed within 5 business days

These are target response timelines only. Response times may vary depending on report volume, complexity, and availability of evidence.

4.5 Anonymous Reporting

Hike accepts anonymous reports submitted via email. However, anonymous reports may limit Hike’s ability to investigate, take action, or provide feedback to the reporting party. Where a report involves a serious criminal matter, Hike may be required to share relevant information with law enforcement regardless of the anonymous nature of the report.

5. Incident Response Process

5.1 Acknowledgement

Upon receipt of an incident report, Hike will:

• Acknowledge receipt of the report to the reporting party (where contact details are provided)

• Assign the report a reference number for tracking

• Classify the incident by severity (see Section 4.4)

5.2 Investigation

Hike’s investigation may involve:

• Review of GPS trip data, route, timestamps, and speed records

• Review of in-app communication logs

• Review of prior incident history for the accounts involved

• Requests for additional information or evidence from the reporting party

• Requests for a response from the reported party

• Temporary suspension of one or both accounts involved pending the outcome

Hike will not share the personal identity of a reporting party with the reported party during or after an investigation without the reporting party’s consent, except where required by law.

5.3 Outcomes

Following an investigation, Hike may take one or more of the following actions:

• No action — where the report cannot be substantiated

• Formal warning issued to the relevant account

• Temporary suspension of the relevant account

• Permanent removal of the account from the platform

• Reversal of payments or withholding of earnings

• Referral of the matter to law enforcement or regulatory authorities

Hike will communicate the outcome of an investigation to the reporting party to the extent permitted by our obligations to the reported party and applicable law.

5.4 Critical Incident Protocol

Where a critical incident is reported (see Section 4.4), Hike’s protocol is:

• Immediate suspension of the Driver’s account pending investigation

• Escalation to the Hike safety team within one hour of report

• Preservation of all trip data, location records, and communication logs associated with the trip

• Proactive cooperation with law enforcement where the incident involves criminal conduct

• Contact with the reporting party to confirm their safety and provide guidance

ℹ  Note: For critical incidents involving immediate physical danger, contact emergency services first.SAPS: 10111  |  Ambulance: 10177  |  Emergency (all networks): 112Hike’s internal response supplements but does not replace law enforcement.

5.5 Law Enforcement Cooperation

Hike will cooperate fully with law enforcement agencies conducting legitimate investigations. Where a court order, subpoena, or valid legal process requires disclosure of trip data, user identity, or communications records, Hike will comply in accordance with applicable South African law.

Hike may proactively refer matters to law enforcement where we have reasonable grounds to believe that a serious criminal offence has been committed using the platform.

6. Proactive Risk Monitoring

6.1 Automated Monitoring

Hike uses automated systems to monitor the platform in real time for safety anomalies. These systems may detect:

• Significant route deviations from the expected trip path

• Abnormally long trip durations or extended stops

• Excessive speed events

• Trips that end in unexpected locations

• Patterns consistent with platform manipulation or fraudulent activity

Where an automated alert is triggered, the trip is flagged for review by the Hike safety team. Depending on severity, this may include an in-app safety check to the User.

6.2 Account Behaviour Monitoring

Hike monitors account behaviour on an ongoing basis for patterns that may indicate safety risks or policy violations, including:

• Sustained low ratings from multiple users over time

• Repeated cancellations or no-shows

• Multiple incident reports involving the same account

• Unusual booking patterns or account activity inconsistent with normal use

Accounts flagged through behaviour monitoring may be subject to additional verification, restricted functionality, or suspension pending review.

6.3 Driver Compliance Monitoring

Hike monitors Driver compliance on an ongoing basis, including:

• Document expiry — Drivers will be notified in advance when licences, vehicle registration, roadworthy certificates, or operating permits are approaching expiry

• Rating trends — Drivers whose ratings fall below minimum thresholds will be contacted and may be required to complete additional assessment

• Incident history — Drivers with multiple incident reports will be subject to enhanced review regardless of rating

7. Data Use for Safety Purposes

Hike uses personal information collected through the platform for safety purposes as described in our Privacy Policy. Specifically, for safety and security purposes, Hike may use:

GPS location data	Incident investigation, route deviation detection, location sharing with emergency contacts, and law enforcement cooperation
Trip records	Reconstruction of trip events for investigation, dispute resolution, and legal proceedings
Speed and route data	Unsafe driving detection and incident investigation
In-app communication logs	Investigation of harassment, misconduct, or fraud reports
Account history and behaviour	Pattern detection, repeat offender identification, and background compliance monitoring
Driver documents	Ongoing compliance verification and regulatory reporting
Background check data	Driver vetting, periodic re-screening, and response to new criminal information

Safety-related data is retained for the periods specified in our Privacy Policy. All data processing for safety purposes is conducted in accordance with POPIA and our Privacy Policy.

Hike will not use safety data for commercial profiling, advertising, or any purpose unrelated to platform safety, security, and legal compliance.

8. User and Driver Responsibilities

Platform safety is a shared responsibility. Hike’s tools and processes are most effective when Users and Drivers actively participate in maintaining a safe environment.

8.1 Before Your Trip

• Verify the driver’s name, profile photograph, vehicle make, model, colour, and licence plate in the app before entering the vehicle

• Only enter a vehicle when all details match what is displayed in the app

• If any detail does not match, do not enter the vehicle — cancel the trip and report the discrepancy immediately

• Ensure your emergency contacts are set up in the app before travelling

• Share your trip details with a trusted person if travelling alone, at night, or in an unfamiliar area

8.2 During Your Trip

• If you feel unsafe at any point, use the in-app emergency button to access emergency services and trigger a safety alert

• Do not share personal contact details (phone number, home address, workplace) with your Driver

• Wear a seatbelt at all times

• Do not distract the Driver unnecessarily

• Treat the Driver’s vehicle with respect

8.3 After Your Trip

• Submit an honest and accurate rating and review after every trip

• Report any safety concern, no matter how minor it may seem — early reports help prevent repeat incidents

• Contact emergency services immediately if you experienced or witnessed criminal conduct during a trip

8.4 Driver Responsibilities

• Comply with all applicable road traffic laws at all times

• Do not operate the vehicle while under the influence of alcohol, drugs, or any substance that impairs your ability to drive

• Do not use a handheld mobile device while driving

• Notify Hike immediately if you are involved in a road accident during a trip

• Notify Hike immediately if a passenger or third party makes a false allegation against you

• Notify Hike immediately if you are charged with or convicted of any criminal offence

9. Enforcement Actions

Hike may take the following enforcement actions based on incident reports, investigation outcomes, or monitoring findings:

Action	Circumstances	Appeal Available
Formal warning	First or minor violation — conduct that breaches policy but does not pose an immediate safety risk	No — warnings are noted but not separately appealable
Temporary suspension	Serious violation under investigation, repeated minor violations, or safety risk pending verification	Yes — via [email protected] within 14 days
Permanent removal	Critical safety violation, criminal conduct, sustained misconduct, or fraud	Yes — via [email protected] within 14 days
Earnings withholding	Active fraud investigation or chargeback dispute	Yes — resolved as part of investigation outcome
Law enforcement referral	Criminal conduct including assault, sexual offence, kidnapping, fraud, or other serious crimes	Not applicable

Enforcement decisions are made by Hike at its sole reasonable discretion. Where an account is permanently removed, the decision is final subject only to the appeal process and applicable law.

10. Limitations and Disclaimers

⚠  Please Read Carefully: Hike implements safety features and processes in good faith and invests significantly in platform safety.However, Hike cannot guarantee the prevention of all safety incidents.The following limitations apply.

• Hike is not an emergency service and cannot dispatch physical assistance to any location

• Safety features including GPS tracking, route monitoring, and the emergency button rely on GPS connectivity and mobile network availability, and may not function correctly in areas of poor or no network coverage

• Background checks reflect the information available at the time of the check and do not guarantee that a Driver has no undisclosed criminal history

• Hike does not control the behaviour of Drivers or Users on or off the platform and cannot guarantee the conduct of any person

• Hike does not verify whether Drivers maintain valid insurance coverage in real time

• The emergency contact location sharing feature requires a functioning data connection and will not operate in offline conditions

Nothing in this section limits Hike’s liability for its own gross negligence or wilful misconduct, or any statutory rights you hold under South African law including the Consumer Protection Act 68 of 2008.

11. Third-Party Safety and Emergency Services

Hike’s safety features are designed to complement, not replace, South African emergency services. The following emergency contacts should be saved on your device:

SAPS (Police)	10111
Ambulance / Medical	10177
Emergency (all networks)	112
Domestic Violence Hotline	0800 428 428 (toll-free, 24 hours)
GBV Command Centre	0800 150 150 (toll-free, 24 hours)
ER24 (Private Ambulance)	084 124
Netcare 911	082 911

Hike may integrate with third-party safety and emergency response services in future. Any such integrations will be disclosed in an updated version of this Policy and in the relevant app features.

12. Policy Updates and Continuous Improvement

Hike reviews and updates this Policy on a regular basis to reflect improvements to our safety features, changes in the regulatory environment, and lessons learned from incident data.

Material changes to this Policy will be communicated via:

• In-app notification

• Email to your registered address

• Updated “Last Updated” date on this document

Your continued use of the Services following notification of changes constitutes acceptance of the updated Policy.

Hike’s ongoing safety improvement programme includes:

• Regular review of incident trends and patterns

• Periodic review of Driver vetting and background check processes

• Testing and enhancement of in-app safety features

• Review of response time performance against targets

• Engagement with industry safety standards and best practices

13. Contact and Reporting

For safety concerns, incident reports, or questions about this Policy:

Company	Hike Technologies (Pty) Ltd
Safety & Support Email	[email protected]
Phone	+27 68 814 8683
In-app reporting	Trip History > Select Trip > Report an Issue
Website	hikeapp.co.za

⚠  In an emergency, do not contact Hike first! Call 10111 (Police), 10177 (Ambulance), or 112 (Emergency — all networks) immediately.Hike support is not monitored 24/7 and cannot dispatch physical assistance.