FAQs

Need some help with using our platform? We're here to help with our handy Frequently Asked Questions & support. If you can't find the answers, contact us

How do I get my money?

We send your money within 72 hours after the ride if you travelled as planned, if you want your money sooner. The money will arrive in your bank account within 1 to 5 weekdays (not counting weekends and holidays). Make sure you have added your preferred method of receiving your money on the Transfer methods page on your Profile. You have to complete every field and save! If you’re receiving your mobile money, you’ll have your money within a few minutes of asking for the transfer.

When do I get my money?

We send your money 72 hours after the ride if you travelled as planned. You’ll get your money 1 to 5 weekdays (not counting weekends and holidays) after we send it.
If you don’t see any money in Awaiting transfers, it’s because we already sent it. You can check out what we’ve sent in your Transfer history.

How do I get my money through Mobile Money?

Enter and save the mobile number linked to your mobile money account on the Money section of your Profile.

Make sure Mobile money is set as your Default transfer method. If you’ve already added the mobile number linked to your account, we will send your money there within 72 hours after the ride, if you travelled as planned.

You can also tap Request transfer on the Awaiting transfer page 24 hours after the ride.

Keep in mind that when you add your mobile number, it will automatically become your default transfer method.

How do I change my transfer method?

You can change your Transfer method from the Transfer methods page on your Profile.
You always have the option of changing the Bank or Mobile Money account where’s our wish your money to be transferred. When you make changes to your bank or Mobile Money details, the most up-to-date method becomes your Default. You can only use one at a time.

When will I be charged?

You will need to make your payment once your booking has been accepted by the driver. Watch out for the email/SMS requesting payment.

We will then send your money to the driver when the ride is completed.

Is it safe to pay online?

Yes! Paying for a ride online is ultra-secure.
We work tirelessly to make sure you can enter your payment details on Brayenko without any concern. Our site is fully secure and encrypted, eliminating the possibility of anyone using your data even in the unlikely event that Brayenko is compromised.
There are two clues that indicate that it’s completely safe to pay on our site:
- A small padlock in the browser
- A secure URL (https://)
If you’re still feeling sceptical, you can use your mobile money payment and set this as your default payment.

How are service fees calculated?

Service fees are calculated based on the distance travelled, and how comfortable your journey will be. The amount you see in search results includes these fees. The fees themselves include a Value Added Tax (VAT).
For example, a journey of 10 Kilometers will be calculated as followers:

  • A base charge of GHC5.00 for the first 2 kilometres plus a GHC0.50p for every kilometre thereafter.
  • There’s is also a charge of GHC1.00 if the car is fully air-conditioned and 0.20 if there’s an access port for charging your phone. These fees have been added so drivers are rewarded for having a car that provides comfort for passengers.

A service charge of 5% is levied on the total amount due to the driver for use of the platform, with a minimum amount of GHC1.00.

Why are there service fees?

Service fees exist to help cover the costs of keeping Brayenko up and running for our members. By charging service fees, we can employ a motivated team, working every day to improve the carpooling experience for our growing community.
They also help ensure the security and speed of every element of our platform’s technology.

What is your cancellation policy?

Refunds and compensations depend on who can’t travel as planned and when they let us know.
- If the passenger cancels more than 24 hours before departure time?
We’ll refund their booking, excluding service fees.

- If the passenger cancels in the last 24 hours before departure time?
If the passenger books more than 24 hours in advance, we’ll refund them 50% of the booking, excluding service fees. We’ll also compensate the driver 50% because the passenger cancelled shortly before the ride.
If the passenger books in the last 24 hours before the ride; but cancel within 30 minutes of booking, we’ll refund their booking, excluding service fees.

- What if the passenger doesn’t show up?
We’ll compensate the driver the full passenger contribution. It’s not fair for drivers to be kept waiting, so it’s best that passengers cancel their booking beforehand.

- What if the driver cancels?
We’ll fully refund the passenger, including service fees.

- What if the driver is a no-show?
The passenger should give us a heads up that they didn’t travel together from the Bookings page on their profile within 24 hours of the departure time. They’ll need to select a reason why this ride couldn’t happen and provide all relevant details.
Out of fairness, the driver will then get the next 7 days to agree or disagree. If the driver agrees, we’ll fully refund the passenger, including service fees. It’ll be exactly as if the driver cancelled the ride.
If the driver disagrees, we’ll ask them to provide all relevant details. We’ll then process the refund using the information we have and in accordance with our Cancellation policy. Keep an eye on your emails because they may be in touch to ask for some extra details.

How do I get a refund through Mobile Money?

We’ll refund you to your designated mobile money account as long as you paid for your ride this way.
We always refund you through the same card or payment method that you used for your booking. The Payments & refunds page on your Profile helps you keep track.
Be aware that it can take 6-10 weekdays (not counting weekends and holidays) depending on what payment method you used.

I'm a driver, what if I can't contact a passenger?

Can’t get in touch with your passenger? Take a quick look to make sure you have the right number.
We sent it to you by email and/or SMS when you accepted the booking.
Still no luck? Try sending them a message on Brayenko. To do so, head to the Rides page and then select See passengers. From this page, you can send a message to any of your passengers directly.
If they’ve already started a conversation with you, just tap the envelope icon.
Still no luck? Yikes, we’re sorry. If there’s still some time before your ride leaves, then it might be worth waiting a bit to see if they get back to you. With different work/life schedules, it takes some people longer than others.
If you’re worried that your ride is approaching, you can cancel their booking and report that they’re unreachable. Their seat will be available for another passenger to book.

I'm a driver, what if a passenger cancels before departure or doesn’t show up?

It happens, but we know how disappointing it can be. That’s why we compensate you for last minute cancellations. It’s even worse when someone doesn’t show up. You can report this by heading to your ride and tapping on “Didn’t travel?”.
In either case, we’ll compensate you accordingly:
- My passenger cancels 24 hours before my ride leaves
We’ll make the seat available for new passengers, but you won’t be compensated. There’s still plenty of time for you to find another passenger.
- My passenger cancels less than 24 hours before my ride leaves
We’ll make the seat available for new passengers, and you’ll receive 50% of the booking, even if a new passenger books.
- My passenger doesn’t show up
When you let us know, we'll get to work on the claim. We give the passenger the chance to agree or disagree with you to be fair. If it turns out the passenger was at fault, you’ll get 100% of the money, just as though you travelled with them.
Our policy is spelt out in more detail in our Terms & Conditions.

I'm a driver, How do I cancel a ride?

It only takes a minute to delete or cancel your ride. It’s much easier if you don’t already have passengers; but either way, you can head to your Rides and find one you want to delete.
Pick a reason for your cancellation and take a quick moment to share any relevant details (only our Community Relations team will see this info).

It’s totally fine if you can’t travel anymore, but to keep the awesome trust and love we have in our community, cancel online and let your passengers know ASAP. They’ll be grateful for the extra time to find another ride.
We’ll let them know about the cancellation by SMS and email.
You won’t be penalized for cancelling, but when drivers cancel regularly and/or at the last minute, we can suspend them from posting to keep Brayenko reliable.

I'm a passenger, what if I can’t contact my driver?

Can’t get in touch with your driver? First, take a quick look to make sure you got the number right.
We sent it to you by email and SMS when your booking was accepted. Still no luck? Try sending them a message on Brayenko.
To do so, head to Bookings and then select See booking details. From this page, you can message drivers directly.
If they’ve already started a conversation with you, just tap the envelope icon.

Still no reply?!
If there’s still time before the ride leaves, then it might be worth waiting a bit to see if they get back to you. With different work/life schedules, it takes some people longer than others.
If you’re worried that your ride is approaching, you can cancel your booking and report that they’re unreachable. Don’t forget to include as many relevant details as possible so we can process your refund faster (we won’t share them with the driver).

I'm a passenger, How do I cancel my booking?

You can cancel any booking from Bookings. We know how quickly plans change, just cancel your booking as soon as you can. It’s easier for everyone. That’s also why your refund depends on when you cancel.
Here’s the breakdown:

  • I cancel more than 24 hours before departure we’ll give you a full refund, excluding service fees.
  • I cancel in the last 24 hours before departure we’ll refund you 50% of your booking, excluding service fees; however, if you book in the last 24 hours before the ride, but cancel within 30 minutes of booking, we’ll refund your booking, excluding service fees.
  • What if I don’t show up? We’ll compensate the driver your full contribution. We’ve worked out this Cancellation policy to be as fair as possible to drivers and passengers. If you cancel the day before or the same day, it’s harder for drivers to find new passengers to share their costs. That’s why we don’t refund the full amount at this point.

Regardless, the most important thing to do when you have to cancel is let drivers know. We’re all part of keeping carpooling a reliable way to travel.

I'm a passenger, what if the driver cancels the ride?

You’ll get your money back, including service fees.
If they don’t cancel online, it’s important that you let us know (within 24 hours of when the departure time for the ride) that you didn’t travel as planned.
Here’s how:

  • Before the planned leaving time, cancel from Bookings; after, go to Booking History. 
  • Choose the relevant ride and select View ride.
  • Tap Cancel and choose why from the drop down menu (we won’t share this with anyone).
I'm a passenger, what if I don’t travel as planned?

If for whatever reason you didn’t travel as planned, just let us know online as soon as possible from the Bookings page.
Find the ride in question and select that you didn’t travel. Pick a reason and share any relevant details (don’t worry, we won’t share them). We give the driver the chance to agree or disagree to be fair.
You have 24 hours from the time the ride was planned to leave, otherwise, we assume everything went okay and pay the driver. That’s why it’s best to report that the ride didn’t happen as soon as possible. If it turns out the driver was at fault, you’ll get a full refund.

How do I sign up?

You can use your Facebook account or email to sign up to Brayenko in seconds.
In fact, if you use your Facebook, it takes just one tap to create your Brayenko account. And even if you prefer to sign up with your email, you only have to enter your name, gender and birth year.
From the homepage, just go to Sign up, follow the instructions and you’re away!

Do I have to sign up, and is it free?

Signing up on Brayenko is completely free!
It is mandatory to sign up if you wish to benefit from our services, which connects drivers and passengers and saves you money on your future travel plans. Being a member of Brayenko enables you to offer seats in your vehicle and travel at the best price to thousands of destinations!
Sign up to Brayenko!

I can’t sign up

To sign up, you need to fill in all the necessary fields: last name, first name, date of birth, password and provide a valid email address.
Signing up via Facebook is not mandatory but makes the process easier and faster for you. If the site indicates that your phone is already registered, it means it is already used on another profile. It is not possible to use the same phone number on different profiles.
If you forgot your password, click on "I’ve forgotten my password" in the identification window and follow the indicated steps.
If a member has registered your phone number on their profile, or if a profile already exists with your Facebook credentials or in any other case, we invite you to contact us here. We'll answer you personally within 24 hours.
Contact us

What do you do with my email?

Brayenko has an internal messaging system, so you can communicate with the community through us, without ever disclosing your email publicly. You will only ever receive emails from us, and you can set what kind of email notifications you would like to receive here.

What is Facebook Connect?

Facebook Connect allows you to sign up and then log in very easily and quickly on Brayenko by synchronizing the information of your Facebook account and the information required by Brayenko when creating your profile.

Faster to use
Linking your account with Facebook allows you to connect to Brayenko in a single click
A reliable profile
Your Facebook account helps complete your profile and gives it more credibility. A profile connected to Facebook inspires trust and facilitates the organization of your rides.

Can under 18s use Brayenko?

You need to be over 18 to create a profile and use the Brayenko platform.

What is my Dashboard?

Your Dashboard is accessible by clicking on “Login”  (the link appears in the top right-hand corner of your screen). You are able to manage all the different features of the platform from this page:

Your profile allows you to complete the following:

  • Account verification process
  • Upload your image
  • Add your car
  • Change your password

You can also access the following features with a click:

Your Rides offered
Your Bookings
Your Messages
Your Alerts
Your Ratings
Your Money (Payments made, Available funds).

In essence, your Dashboard allows you to manage all your actions on Brayenko. It is simple, fast and effective!

Why should I add a profile photo and how do I upload it?

Brayenko connects drivers with available seats in their cars to passengers looking for a ride. It is very important, and reassuring, that members see what other members look like, especially so that you can recognize each other at the meeting point!

Passengers are much more likely to consult an offer from a driver whose profile photo is displayed. On average, members with a profile photo are more likely to be contacted than members who do not!

This is why we recommend that all of our members add a profile picture. Not only does it increase the percentage of completion of your profile, but it gives you more visibility! All it takes is 2 minutes to upload your photo and make the carpooling process that much easier.

How do I add a Profile photo?

Add your photo by clicking on the following link: Profile, and clicking on Photo on the left hand. You can upload your photo in several different formats – jpeg, gif, or png by clicking on “Choose a photo” and selecting the file from your computer/phone.

What are the rules regarding my profile photo?

Your profile photo must respect a certain size and format. We accept jpeg, gif, and png formats and the file size must not exceed 2 MB.

You can edit your image if it does not meet the rules by following this link: http://reduction-image.com/resizer-online/

Your photo must meet certain criteria, so here are some simple rules to follow:

Be alone
Be recognisable
Do not wear sunglasses
Zoomed in on your face
Smile
Be Presentable

We can't approve photos of:

Cartoons
Too zoomed out
Blurry or too dark
Funny Faces

Don’t forget that the objective is for other members to recognise you at the meeting point!

We are particular about the profile photos we approve as they will appear in several places throughout our website, usually in small dimensions, especially on the mobile applications.

What if I don't have a photo?

It is not mandatory you have a photo on your profile, however, we are sure you can find one somewhere! If you don't have a photo right now, you can always add one at a later date. We actively do encourage all members to add a photo because it greatly increases your chances of finding a ride.

What is email verification?

To verify that you are reachable via the email address you provide during registration, we ask that you verify your email address with a link to follow. It is easy, quick and free; verify your email address here.

Where and when is my mobile number displayed?

Your phone number is provided to the driver when you make a booking or to the passenger who has booked a seat with you. The number is saved on your profile and is not displayed anywhere else on the site as a means of ensuring the reliability of the service.

Can I hide my mobile phone number?

With the online booking system, your number is not visible to other members. Passengers who need to ask specific questions to drivers can do so by using the Public Questions (Brayenko messenger).

Members will only have access to your Mobile number and you theirs after an online booking (payment) is made.

 

You are a passenger? When you book a seat, your phone number is provided to the driver and you receive theirs.

You are a driver? When a passenger books a seat online with you, your phone number is provided to them and you receive theirs.

How does verification work?

After signing up, you are asked to verify your mobile phone number, a simple and essential step to access all Brayenko services.

Verifying your number is free and very fast, just follow the steps!

  • Go to your Dashboard·
  • Select mobile verification and click "verify phone now" button·
  • You will receive an SMS containing a code
  • Enter this code and click the "verify now" button, and that's it!

Verify your number now!

Why should I verify my ID?

Our community is built on trust as such, members are asked to complete a number of profile verifications.

To add an extra layer of security to your profiles, we have an ID verification process. By verifying your ID, you’ll increase your chances of getting people to carpool with. All other members will see you’ve verified your ID, and they’ll be more likely to choose to carpool with you.

You can verify either your passport or driving licence or voters' ID. Your ID is not shared with anyone else, neither will the details be visible to other members; they will only see your profile photo labeled "ID verified’’ displayed on your profile.

How do I verify my ID?

To verify your ID on your Brayenko profile, you'll need to upload either your passport, driving licence or Voters' ID card

If you're not yet a member, you first need to sign up on Brayenko and then verifying your ID. When creating your account, please ensure you enter your first name and last name as they appear on your ID. From your dashboard, you are then able to verify your ID by selecting ID Verification.

Make sure you have your ID to hand, so you can take a photo of your chosen ID (or upload an existing copy if you have one). Your chosen type of ID will then be submitted for verification. Once the check is complete your ID will be verified; the label "ID verified" displayed on your profile.

How do I add my car details?

You are able to add your car information by following the following steps: Under your Profile. On the left-hand column click "Add Car" and complete all parts of the forms. It won’t take more than a minute or so!

You can also add or edit this information from your Profile. If you have any trouble, check and make sure what you’ve entered is correct. If you still can’t add your car, don’t hesitate to reach out.

Why should you add your car details?

To help give passengers a better idea of the experience travelling with you, and to add more security and trust for the members of our community.

If that doesn’t inspire you, remember, the more information you add about yourself and your car, the more likely people will be to want to travel with you.

How many passengers can I take?

The maximum number of seats you can offer is 3. If your car is small, keep the middle seat free! It’ll be more comfortable for your passengers which they’ll appreciate!

What are the steps involved in offering a ride?


Offering a ride on Brayneko is really easy!

Register for free to become a member of our ever-growing community.

Publish your ride by clicking on Offer a Ride.

Complete the following steps to provide details of your ride:

Step 1 → Your itinerary

  • Choose the departure and arrival points, giving precise pick-up and drop-off points.
  • Add any stopovers.
  • Indicate whether you'll be doing a return trip.
  • Give the date and time of departure.

Step 2 → Your offer

  • Choose what riders should expect if riding with you.
  • Indicate the number of seats offered.


Step 3: Confirmation

  • Submit your ride offer and it will be published immediately!
  • You can see your route right away on the interactive map, and check it's correct.
  • Once validated, your ride is visible to all members.

Offer a ride now!

Why do you suggest I add stopover cities to my ride?

It is not mandatory to add stopover cities on the way, but we recommend you do so to increase your chances of finding passengers. If you offer a ride, there may not be as many passengers interested in the entire ride as there are passengers interested in one leg of the ride.

Example: You offer a ride from Dansoman – Teshi Nunguah.

By including a stopover in Osu, a passenger searching for a ride from Dansoman – Osu or Osu – Teshi Nunguah will see your ride in the search results.

What should I do if my car breaks down?

The driver is responsible for the passengers they are transporting and it is your insurance that covers your passengers as if they were your family members, for example.

Carpooling is covered through your individual insurance policy, on the sole condition that the driver is not making a profit from the passengers that they transport, in which case they would need to subscribe to a professional insurance policy.

However, the coverage from your insurance depends on the insurance policy you have purchased and only your insurance provider can provide answers to these questions.

In any event, if your car breaks down during your trip, it is your responsibility to contact your auto insurance company to determine which of the following services they will provide:

  • Vehicle towing
  • Level of coverage for occupants of the vehicle
  • Arrangement for a ride home for the driver and each passenger

We expect the driver to act in "good faith" and to do everything necessary for their passengers to arrive safely.

Who is responsible in case of an accident?

Carpooling has shown to increase safety on the road. Due to the fact that several cars are not concentrated on the road at the same time, accidents are extremely rare.

However, if such an incident were to occur, the driver is responsible for their passengers and it is their insurance that covers all occupants of the vehicle.

Carpooling is no different from any other ride in regards to how the insurance of the driver covers the occupants of the vehicle in case of an accident.

In case of an accident, the driver should always do as much as they can to facilitate the next steps for their passengers, including communicating the details of their insurance policy.

Of course, it is also important to contact us so that our team can offer you a suitable response and provide any necessary assistance.

How to be a good driver?


To be a good ridesharer, the driver must be like a welcoming host and the passenger like a well-behaved guest in someone’s home.

The driver must be irreproachable at all levels, sensitive to the well-being of their passengers and respecting their requests, within reason of course.

The driver must drive cautiously and confidently, staying focused on the drive and abiding by the rules of the road.

Drivers should drop passengers off at the agreed-upon locations, and not at motorway rest areas or in the middle of nowhere. Drivers must also think about the comfort of their passengers and avoid overloading the car, especially if each passenger brings luggage.

Carpooling is a great opportunity to meet people and engage in some interesting discussions! While this is not always the case, as we can be tired and not up for much conversation, a little effort goes a long way in breaking the ice, at least early on in the ride.

Finally, remember when the trip is done to leave a rating for your driver. It is always nice to receive a positive rating. You'll most likely receive a rating if you leave one yourself.

How should I organise meeting points and drop-off locations for my stopovers?

It is important to keep in mind that meeting points and drop off locations, as well as the proposed stopovers cities in your itinerary imply that you agree to pick up and drop off passengers at these locations.

Even if you have specified you are not planning to go through city-centres, it is not possible to pick up or drop-off passengers on the highway or at tolls.

Indeed, motorway rest areas are not the easiest places to get to when you are a passenger and do not have a vehicle.
Our advice: We recommend that you arrange a meeting point close to areas served by public transportation

How do I find a ride?

To find a ride, just tell us a few things about the journey you're making.

  • Tell us where you want to go, and completing the search fields.
  • Choose the most convenient ride. You might find a ride leaving from around the corner and dropping you off exactly where you want to go.
  • Book the ride that suits best!
How do I book a seat on a ride?

Get on to Brayenko and tell us where and when you want to go to find a ride that suits best. Once you’ve found that ride, just book online and the seat is yours!

You can pay with your debit/credit card or by mobile money. It’s your choice. The driver will be sent an SMS message once your booking has been completed, at which point you will be allowed direct communication with the driver.

When all is done and you’ve travelled together, we’ll pay the driver.

I have completed my booking: what happens next?

Once your booking has been completed, you will receive a summary of your ride, the driver's contact details so that you can finalise the details of the ride with them.

You can also see all the details of your booking from your dashboard: the itinerary, the full profile of your driver, their contact information, and the names of the other passengers you will be travelling with. You can also send the driver a private message from this page.

You can go to the Bookings page if you need to cancel your booking before departure due to any unforeseen circumstances.

Why is it important to leave ratings?

Brayenko platform is built with trust in mind. And ratings are at the heart of ensuring it! Leaving a rating is your chance to give other members at least a general idea what it’s like to travel with someone.

What’s an easy way to get a rating?

Leaving one for the other member first! Give more ratings. Get more ratings. Have more members wanting to travel with you, savings you even more money on the cost of your journeys.

How do I leave a rating?

You can leave a rating after the ride from your Profile.
First time leaving a rating? Here are a couple of tips:
- Choose whether the person you’re rating was the driver or passenger.
- Select the adjective that best describes your experience.
- Add a few personal words about the person’s promptness or music taste.
If you want to share something that didn’t go well, just try and be as objective as possible. And, if it’s something you feel uncomfortable writing in a rating, you can always contact us.

What should I write in a rating?

You don’t need to write a biography about the other member! Take a few minutes to describe the experience (anything from comfy seats, to intellectual conversation). Would you travel with this person again, recommend a family member or friend to travel with this person? If so, a positive rating is the way to go!
However if you wouldn’t, let other members know why and be as objective as possible. If the member was late at the start of the ride, that’s a fair enough reason. It’s important to remember that traffic jams in Ghana do happen frequently, and that’s out of everyone’s control!

Can I edit or delete a rating that I’ve left?

You can’t edit or delete a rating once its been submitted. Your first impression of your experience travelling with a member is the most accurate. Not how you feel after seeing the rating this person left you. The important thing is for members to have an idea of what it’s like to travel with someone before they get in the car, not for every person to have a 5/5.

What if I’m unhappy about a rating that I received?

No one wants to get a negative rating. We get that! But we can only take discriminatory or insulting ratings down.
Received a “Good”, “Poor” or “Very disappointing” and feel unhappy about it? You have 14 days to reply to the rating. We post this reply on your Profile, right under the rating you received. Your reply will give other members more of an idea about what happened.

What should I do if I cannot find the ride I am looking for?

If you could not find the exact ride you were looking for, you can create an email alert that will immediately notify you when a corresponding ride has been published (sometimes drivers publish their rides the day of departure). To access your email alerts, you first have to search for a ride!

How to receive email alerts for newly published rides?

Do not miss out on any newly published rides! When looking for a ride on Brayenko, you can sign up to receive a free email alert by clicking on the “Create an alert” button located in your dashboard. The cities of your search, the date of the ride and your email address are already saved, so all you have to do is confirm it to receive a notification every time a new ride corresponding to your needs is published.

Money and Payments

Answer

We send your money within 72 hours after the ride if you travelled as planned, if you want your money sooner. The money will arrive in your bank account within 1 to 5 weekdays (not counting weekends and holidays). Make sure you have added your preferred method of receiving your money on the Transfer methods page on your Profile. You have to complete every field and save! If you’re receiving your mobile money, you’ll have your money within a few minutes of asking for the transfer.

Answer

We send your money 72 hours after the ride if you travelled as planned. You’ll get your money 1 to 5 weekdays (not counting weekends and holidays) after we send it.
If you don’t see any money in Awaiting transfers, it’s because we already sent it. You can check out what we’ve sent in your Transfer history.

Answer

Enter and save the mobile number linked to your mobile money account on the Money section of your Profile.

Make sure Mobile money is set as your Default transfer method. If you’ve already added the mobile number linked to your account, we will send your money there within 72 hours after the ride, if you travelled as planned.

You can also tap Request transfer on the Awaiting transfer page 24 hours after the ride.

Keep in mind that when you add your mobile number, it will automatically become your default transfer method.

Answer

You can change your Transfer method from the Transfer methods page on your Profile.
You always have the option of changing the Bank or Mobile Money account where’s our wish your money to be transferred. When you make changes to your bank or Mobile Money details, the most up-to-date method becomes your Default. You can only use one at a time.

Answer

You will need to make your payment once your booking has been accepted by the driver. Watch out for the email/SMS requesting payment.

We will then send your money to the driver when the ride is completed.

Answer

Yes! Paying for a ride online is ultra-secure.
We work tirelessly to make sure you can enter your payment details on Brayenko without any concern. Our site is fully secure and encrypted, eliminating the possibility of anyone using your data even in the unlikely event that Brayenko is compromised.
There are two clues that indicate that it’s completely safe to pay on our site:
- A small padlock in the browser
- A secure URL (https://)
If you’re still feeling sceptical, you can use your mobile money payment and set this as your default payment.

Answer

Service fees are calculated based on the distance travelled, and how comfortable your journey will be. The amount you see in search results includes these fees. The fees themselves include a Value Added Tax (VAT).
For example, a journey of 10 Kilometers will be calculated as followers:

  • A base charge of GHC5.00 for the first 2 kilometres plus a GHC0.50p for every kilometre thereafter.
  • There’s is also a charge of GHC1.00 if the car is fully air-conditioned and 0.20 if there’s an access port for charging your phone. These fees have been added so drivers are rewarded for having a car that provides comfort for passengers.

A service charge of 5% is levied on the total amount due to the driver for use of the platform, with a minimum amount of GHC1.00.

Answer

Service fees exist to help cover the costs of keeping Brayenko up and running for our members. By charging service fees, we can employ a motivated team, working every day to improve the carpooling experience for our growing community.
They also help ensure the security and speed of every element of our platform’s technology.

Answer

Refunds and compensations depend on who can’t travel as planned and when they let us know.
- If the passenger cancels more than 24 hours before departure time?
We’ll refund their booking, excluding service fees.

- If the passenger cancels in the last 24 hours before departure time?
If the passenger books more than 24 hours in advance, we’ll refund them 50% of the booking, excluding service fees. We’ll also compensate the driver 50% because the passenger cancelled shortly before the ride.
If the passenger books in the last 24 hours before the ride; but cancel within 30 minutes of booking, we’ll refund their booking, excluding service fees.

- What if the passenger doesn’t show up?
We’ll compensate the driver the full passenger contribution. It’s not fair for drivers to be kept waiting, so it’s best that passengers cancel their booking beforehand.

- What if the driver cancels?
We’ll fully refund the passenger, including service fees.

- What if the driver is a no-show?
The passenger should give us a heads up that they didn’t travel together from the Bookings page on their profile within 24 hours of the departure time. They’ll need to select a reason why this ride couldn’t happen and provide all relevant details.
Out of fairness, the driver will then get the next 7 days to agree or disagree. If the driver agrees, we’ll fully refund the passenger, including service fees. It’ll be exactly as if the driver cancelled the ride.
If the driver disagrees, we’ll ask them to provide all relevant details. We’ll then process the refund using the information we have and in accordance with our Cancellation policy. Keep an eye on your emails because they may be in touch to ask for some extra details.

Answer

We’ll refund you to your designated mobile money account as long as you paid for your ride this way.
We always refund you through the same card or payment method that you used for your booking. The Payments & refunds page on your Profile helps you keep track.
Be aware that it can take 6-10 weekdays (not counting weekends and holidays) depending on what payment method you used.

Cancellations and no-shows

Answer

Can’t get in touch with your passenger? Take a quick look to make sure you have the right number.
We sent it to you by email and/or SMS when you accepted the booking.
Still no luck? Try sending them a message on Brayenko. To do so, head to the Rides page and then select See passengers. From this page, you can send a message to any of your passengers directly.
If they’ve already started a conversation with you, just tap the envelope icon.
Still no luck? Yikes, we’re sorry. If there’s still some time before your ride leaves, then it might be worth waiting a bit to see if they get back to you. With different work/life schedules, it takes some people longer than others.
If you’re worried that your ride is approaching, you can cancel their booking and report that they’re unreachable. Their seat will be available for another passenger to book.

Answer

It happens, but we know how disappointing it can be. That’s why we compensate you for last minute cancellations. It’s even worse when someone doesn’t show up. You can report this by heading to your ride and tapping on “Didn’t travel?”.
In either case, we’ll compensate you accordingly:
- My passenger cancels 24 hours before my ride leaves
We’ll make the seat available for new passengers, but you won’t be compensated. There’s still plenty of time for you to find another passenger.
- My passenger cancels less than 24 hours before my ride leaves
We’ll make the seat available for new passengers, and you’ll receive 50% of the booking, even if a new passenger books.
- My passenger doesn’t show up
When you let us know, we'll get to work on the claim. We give the passenger the chance to agree or disagree with you to be fair. If it turns out the passenger was at fault, you’ll get 100% of the money, just as though you travelled with them.
Our policy is spelt out in more detail in our Terms & Conditions.

Answer

It only takes a minute to delete or cancel your ride. It’s much easier if you don’t already have passengers; but either way, you can head to your Rides and find one you want to delete.
Pick a reason for your cancellation and take a quick moment to share any relevant details (only our Community Relations team will see this info).

It’s totally fine if you can’t travel anymore, but to keep the awesome trust and love we have in our community, cancel online and let your passengers know ASAP. They’ll be grateful for the extra time to find another ride.
We’ll let them know about the cancellation by SMS and email.
You won’t be penalized for cancelling, but when drivers cancel regularly and/or at the last minute, we can suspend them from posting to keep Brayenko reliable.

Answer

Can’t get in touch with your driver? First, take a quick look to make sure you got the number right.
We sent it to you by email and SMS when your booking was accepted. Still no luck? Try sending them a message on Brayenko.
To do so, head to Bookings and then select See booking details. From this page, you can message drivers directly.
If they’ve already started a conversation with you, just tap the envelope icon.

Still no reply?!
If there’s still time before the ride leaves, then it might be worth waiting a bit to see if they get back to you. With different work/life schedules, it takes some people longer than others.
If you’re worried that your ride is approaching, you can cancel your booking and report that they’re unreachable. Don’t forget to include as many relevant details as possible so we can process your refund faster (we won’t share them with the driver).

Answer

You can cancel any booking from Bookings. We know how quickly plans change, just cancel your booking as soon as you can. It’s easier for everyone. That’s also why your refund depends on when you cancel.
Here’s the breakdown:

  • I cancel more than 24 hours before departure we’ll give you a full refund, excluding service fees.
  • I cancel in the last 24 hours before departure we’ll refund you 50% of your booking, excluding service fees; however, if you book in the last 24 hours before the ride, but cancel within 30 minutes of booking, we’ll refund your booking, excluding service fees.
  • What if I don’t show up? We’ll compensate the driver your full contribution. We’ve worked out this Cancellation policy to be as fair as possible to drivers and passengers. If you cancel the day before or the same day, it’s harder for drivers to find new passengers to share their costs. That’s why we don’t refund the full amount at this point.

Regardless, the most important thing to do when you have to cancel is let drivers know. We’re all part of keeping carpooling a reliable way to travel.

Answer

You’ll get your money back, including service fees.
If they don’t cancel online, it’s important that you let us know (within 24 hours of when the departure time for the ride) that you didn’t travel as planned.
Here’s how:

  • Before the planned leaving time, cancel from Bookings; after, go to Booking History. 
  • Choose the relevant ride and select View ride.
  • Tap Cancel and choose why from the drop down menu (we won’t share this with anyone).
Answer

If for whatever reason you didn’t travel as planned, just let us know online as soon as possible from the Bookings page.
Find the ride in question and select that you didn’t travel. Pick a reason and share any relevant details (don’t worry, we won’t share them). We give the driver the chance to agree or disagree to be fair.
You have 24 hours from the time the ride was planned to leave, otherwise, we assume everything went okay and pay the driver. That’s why it’s best to report that the ride didn’t happen as soon as possible. If it turns out the driver was at fault, you’ll get a full refund.

Sign up and log in

Answer

You can use your Facebook account or email to sign up to Brayenko in seconds.
In fact, if you use your Facebook, it takes just one tap to create your Brayenko account. And even if you prefer to sign up with your email, you only have to enter your name, gender and birth year.
From the homepage, just go to Sign up, follow the instructions and you’re away!

Answer

Signing up on Brayenko is completely free!
It is mandatory to sign up if you wish to benefit from our services, which connects drivers and passengers and saves you money on your future travel plans. Being a member of Brayenko enables you to offer seats in your vehicle and travel at the best price to thousands of destinations!
Sign up to Brayenko!

Answer

To sign up, you need to fill in all the necessary fields: last name, first name, date of birth, password and provide a valid email address.
Signing up via Facebook is not mandatory but makes the process easier and faster for you. If the site indicates that your phone is already registered, it means it is already used on another profile. It is not possible to use the same phone number on different profiles.
If you forgot your password, click on "I’ve forgotten my password" in the identification window and follow the indicated steps.
If a member has registered your phone number on their profile, or if a profile already exists with your Facebook credentials or in any other case, we invite you to contact us here. We'll answer you personally within 24 hours.
Contact us

Answer

Brayenko has an internal messaging system, so you can communicate with the community through us, without ever disclosing your email publicly. You will only ever receive emails from us, and you can set what kind of email notifications you would like to receive here.

Answer

Facebook Connect allows you to sign up and then log in very easily and quickly on Brayenko by synchronizing the information of your Facebook account and the information required by Brayenko when creating your profile.

Faster to use
Linking your account with Facebook allows you to connect to Brayenko in a single click
A reliable profile
Your Facebook account helps complete your profile and gives it more credibility. A profile connected to Facebook inspires trust and facilitates the organization of your rides.

Answer

You need to be over 18 to create a profile and use the Brayenko platform.

Profile and Account

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Your Dashboard is accessible by clicking on “Login”  (the link appears in the top right-hand corner of your screen). You are able to manage all the different features of the platform from this page:

Your profile allows you to complete the following:

  • Account verification process
  • Upload your image
  • Add your car
  • Change your password

You can also access the following features with a click:

Your Rides offered
Your Bookings
Your Messages
Your Alerts
Your Ratings
Your Money (Payments made, Available funds).

In essence, your Dashboard allows you to manage all your actions on Brayenko. It is simple, fast and effective!

Answer

Brayenko connects drivers with available seats in their cars to passengers looking for a ride. It is very important, and reassuring, that members see what other members look like, especially so that you can recognize each other at the meeting point!

Passengers are much more likely to consult an offer from a driver whose profile photo is displayed. On average, members with a profile photo are more likely to be contacted than members who do not!

This is why we recommend that all of our members add a profile picture. Not only does it increase the percentage of completion of your profile, but it gives you more visibility! All it takes is 2 minutes to upload your photo and make the carpooling process that much easier.

Answer

Add your photo by clicking on the following link: Profile, and clicking on Photo on the left hand. You can upload your photo in several different formats – jpeg, gif, or png by clicking on “Choose a photo” and selecting the file from your computer/phone.

Answer

Your profile photo must respect a certain size and format. We accept jpeg, gif, and png formats and the file size must not exceed 2 MB.

You can edit your image if it does not meet the rules by following this link: http://reduction-image.com/resizer-online/

Your photo must meet certain criteria, so here are some simple rules to follow:

Be alone
Be recognisable
Do not wear sunglasses
Zoomed in on your face
Smile
Be Presentable

We can't approve photos of:

Cartoons
Too zoomed out
Blurry or too dark
Funny Faces

Don’t forget that the objective is for other members to recognise you at the meeting point!

We are particular about the profile photos we approve as they will appear in several places throughout our website, usually in small dimensions, especially on the mobile applications.

Answer

It is not mandatory you have a photo on your profile, however, we are sure you can find one somewhere! If you don't have a photo right now, you can always add one at a later date. We actively do encourage all members to add a photo because it greatly increases your chances of finding a ride.

Answer

To verify that you are reachable via the email address you provide during registration, we ask that you verify your email address with a link to follow. It is easy, quick and free; verify your email address here.

Answer

Your phone number is provided to the driver when you make a booking or to the passenger who has booked a seat with you. The number is saved on your profile and is not displayed anywhere else on the site as a means of ensuring the reliability of the service.

Answer

With the online booking system, your number is not visible to other members. Passengers who need to ask specific questions to drivers can do so by using the Public Questions (Brayenko messenger).

Members will only have access to your Mobile number and you theirs after an online booking (payment) is made.

 

You are a passenger? When you book a seat, your phone number is provided to the driver and you receive theirs.

You are a driver? When a passenger books a seat online with you, your phone number is provided to them and you receive theirs.

Answer

After signing up, you are asked to verify your mobile phone number, a simple and essential step to access all Brayenko services.

Verifying your number is free and very fast, just follow the steps!

  • Go to your Dashboard·
  • Select mobile verification and click "verify phone now" button·
  • You will receive an SMS containing a code
  • Enter this code and click the "verify now" button, and that's it!

Verify your number now!

Answer

Our community is built on trust as such, members are asked to complete a number of profile verifications.

To add an extra layer of security to your profiles, we have an ID verification process. By verifying your ID, you’ll increase your chances of getting people to carpool with. All other members will see you’ve verified your ID, and they’ll be more likely to choose to carpool with you.

You can verify either your passport or driving licence or voters' ID. Your ID is not shared with anyone else, neither will the details be visible to other members; they will only see your profile photo labeled "ID verified’’ displayed on your profile.

Answer

To verify your ID on your Brayenko profile, you'll need to upload either your passport, driving licence or Voters' ID card

If you're not yet a member, you first need to sign up on Brayenko and then verifying your ID. When creating your account, please ensure you enter your first name and last name as they appear on your ID. From your dashboard, you are then able to verify your ID by selecting ID Verification.

Make sure you have your ID to hand, so you can take a photo of your chosen ID (or upload an existing copy if you have one). Your chosen type of ID will then be submitted for verification. Once the check is complete your ID will be verified; the label "ID verified" displayed on your profile.

Answer

You are able to add your car information by following the following steps: Under your Profile. On the left-hand column click "Add Car" and complete all parts of the forms. It won’t take more than a minute or so!

You can also add or edit this information from your Profile. If you have any trouble, check and make sure what you’ve entered is correct. If you still can’t add your car, don’t hesitate to reach out.

Answer

To help give passengers a better idea of the experience travelling with you, and to add more security and trust for the members of our community.

If that doesn’t inspire you, remember, the more information you add about yourself and your car, the more likely people will be to want to travel with you.

Posting rides

Answer

The maximum number of seats you can offer is 3. If your car is small, keep the middle seat free! It’ll be more comfortable for your passengers which they’ll appreciate!

Answer


Offering a ride on Brayneko is really easy!

Register for free to become a member of our ever-growing community.

Publish your ride by clicking on Offer a Ride.

Complete the following steps to provide details of your ride:

Step 1 → Your itinerary

  • Choose the departure and arrival points, giving precise pick-up and drop-off points.
  • Add any stopovers.
  • Indicate whether you'll be doing a return trip.
  • Give the date and time of departure.

Step 2 → Your offer

  • Choose what riders should expect if riding with you.
  • Indicate the number of seats offered.


Step 3: Confirmation

  • Submit your ride offer and it will be published immediately!
  • You can see your route right away on the interactive map, and check it's correct.
  • Once validated, your ride is visible to all members.

Offer a ride now!

Answer

It is not mandatory to add stopover cities on the way, but we recommend you do so to increase your chances of finding passengers. If you offer a ride, there may not be as many passengers interested in the entire ride as there are passengers interested in one leg of the ride.

Example: You offer a ride from Dansoman – Teshi Nunguah.

By including a stopover in Osu, a passenger searching for a ride from Dansoman – Osu or Osu – Teshi Nunguah will see your ride in the search results.

Answer

The driver is responsible for the passengers they are transporting and it is your insurance that covers your passengers as if they were your family members, for example.

Carpooling is covered through your individual insurance policy, on the sole condition that the driver is not making a profit from the passengers that they transport, in which case they would need to subscribe to a professional insurance policy.

However, the coverage from your insurance depends on the insurance policy you have purchased and only your insurance provider can provide answers to these questions.

In any event, if your car breaks down during your trip, it is your responsibility to contact your auto insurance company to determine which of the following services they will provide:

  • Vehicle towing
  • Level of coverage for occupants of the vehicle
  • Arrangement for a ride home for the driver and each passenger

We expect the driver to act in "good faith" and to do everything necessary for their passengers to arrive safely.

Answer

Carpooling has shown to increase safety on the road. Due to the fact that several cars are not concentrated on the road at the same time, accidents are extremely rare.

However, if such an incident were to occur, the driver is responsible for their passengers and it is their insurance that covers all occupants of the vehicle.

Carpooling is no different from any other ride in regards to how the insurance of the driver covers the occupants of the vehicle in case of an accident.

In case of an accident, the driver should always do as much as they can to facilitate the next steps for their passengers, including communicating the details of their insurance policy.

Of course, it is also important to contact us so that our team can offer you a suitable response and provide any necessary assistance.

Answer


To be a good ridesharer, the driver must be like a welcoming host and the passenger like a well-behaved guest in someone’s home.

The driver must be irreproachable at all levels, sensitive to the well-being of their passengers and respecting their requests, within reason of course.

The driver must drive cautiously and confidently, staying focused on the drive and abiding by the rules of the road.

Drivers should drop passengers off at the agreed-upon locations, and not at motorway rest areas or in the middle of nowhere. Drivers must also think about the comfort of their passengers and avoid overloading the car, especially if each passenger brings luggage.

Carpooling is a great opportunity to meet people and engage in some interesting discussions! While this is not always the case, as we can be tired and not up for much conversation, a little effort goes a long way in breaking the ice, at least early on in the ride.

Finally, remember when the trip is done to leave a rating for your driver. It is always nice to receive a positive rating. You'll most likely receive a rating if you leave one yourself.

Answer

It is important to keep in mind that meeting points and drop off locations, as well as the proposed stopovers cities in your itinerary imply that you agree to pick up and drop off passengers at these locations.

Even if you have specified you are not planning to go through city-centres, it is not possible to pick up or drop-off passengers on the highway or at tolls.

Indeed, motorway rest areas are not the easiest places to get to when you are a passenger and do not have a vehicle.
Our advice: We recommend that you arrange a meeting point close to areas served by public transportation

Booking rides

Answer

To find a ride, just tell us a few things about the journey you're making.

  • Tell us where you want to go, and completing the search fields.
  • Choose the most convenient ride. You might find a ride leaving from around the corner and dropping you off exactly where you want to go.
  • Book the ride that suits best!
Answer

Get on to Brayenko and tell us where and when you want to go to find a ride that suits best. Once you’ve found that ride, just book online and the seat is yours!

You can pay with your debit/credit card or by mobile money. It’s your choice. The driver will be sent an SMS message once your booking has been completed, at which point you will be allowed direct communication with the driver.

When all is done and you’ve travelled together, we’ll pay the driver.

Answer

Once your booking has been completed, you will receive a summary of your ride, the driver's contact details so that you can finalise the details of the ride with them.

You can also see all the details of your booking from your dashboard: the itinerary, the full profile of your driver, their contact information, and the names of the other passengers you will be travelling with. You can also send the driver a private message from this page.

You can go to the Bookings page if you need to cancel your booking before departure due to any unforeseen circumstances.

Ratings

Answer

Brayenko platform is built with trust in mind. And ratings are at the heart of ensuring it! Leaving a rating is your chance to give other members at least a general idea what it’s like to travel with someone.

Answer

Leaving one for the other member first! Give more ratings. Get more ratings. Have more members wanting to travel with you, savings you even more money on the cost of your journeys.

Answer

You can leave a rating after the ride from your Profile.
First time leaving a rating? Here are a couple of tips:
- Choose whether the person you’re rating was the driver or passenger.
- Select the adjective that best describes your experience.
- Add a few personal words about the person’s promptness or music taste.
If you want to share something that didn’t go well, just try and be as objective as possible. And, if it’s something you feel uncomfortable writing in a rating, you can always contact us.

Answer

You don’t need to write a biography about the other member! Take a few minutes to describe the experience (anything from comfy seats, to intellectual conversation). Would you travel with this person again, recommend a family member or friend to travel with this person? If so, a positive rating is the way to go!
However if you wouldn’t, let other members know why and be as objective as possible. If the member was late at the start of the ride, that’s a fair enough reason. It’s important to remember that traffic jams in Ghana do happen frequently, and that’s out of everyone’s control!

Answer

You can’t edit or delete a rating once its been submitted. Your first impression of your experience travelling with a member is the most accurate. Not how you feel after seeing the rating this person left you. The important thing is for members to have an idea of what it’s like to travel with someone before they get in the car, not for every person to have a 5/5.

Answer

No one wants to get a negative rating. We get that! But we can only take discriminatory or insulting ratings down.
Received a “Good”, “Poor” or “Very disappointing” and feel unhappy about it? You have 14 days to reply to the rating. We post this reply on your Profile, right under the rating you received. Your reply will give other members more of an idea about what happened.

Messages and notifications

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If you could not find the exact ride you were looking for, you can create an email alert that will immediately notify you when a corresponding ride has been published (sometimes drivers publish their rides the day of departure). To access your email alerts, you first have to search for a ride!

Answer

Do not miss out on any newly published rides! When looking for a ride on Brayenko, you can sign up to receive a free email alert by clicking on the “Create an alert” button located in your dashboard. The cities of your search, the date of the ride and your email address are already saved, so all you have to do is confirm it to receive a notification every time a new ride corresponding to your needs is published.

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