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Service rules

Draft document. The text will be reviewed by a lawyer before the public launch.
The English version is provided for information only. In case of discrepancies the Russian and Kazakh versions prevail.

This page openly describes how Fastaxi dispatches orders, calculates ratings and decides on restrictions.

1. Order dispatch

  1. An order is offered to free online drivers in waves: first within 1.5 km, then 3 km, then 6 km.
  2. In each wave several drivers with the shortest pickup time see the order. Each driver has 15 seconds to decide.
  3. The first driver to tap “Accept” gets the order. Drivers see the price, pickup address, distance and rider rating before accepting.
  4. Drivers who turned off Kaspi QR payments do not receive orders paid that way.
  5. If no driver is found within 5 minutes, the order is cancelled and the rider is offered to repeat it with a higher price.

2. Price

The price is calculated using the published fares and fixed when you order. A ×1.1 factor applies at night; prices are not raised at peak hours — traffic only affects the time on the road. The maximum factor is ×1.3.

3. Ratings

  1. After a ride the rider and the driver rate each other from 1 to 5.
  2. The rating is the average of the ratings. Below 4.6 a driver receives a warning; below 4.5 a moderator reviews the account.
  3. Orders from riders rated below 4.0 are offered to drivers from the next wave.

4. Cancellations

  1. A rider can cancel for free within 2 minutes after a driver is assigned.
  2. Three late cancellations within 24 hours temporarily limit ordering for 60 minutes.
  3. A high driver cancellation rate (over 20% in 7 days) triggers a moderator review.

5. Restrictions and blocks

  1. Types: warning, temporary ordering limit, suspension, block.
  2. Grounds: price inflation, rudeness, threats, dangerous driving, fraud, forged documents, account transfer, systematic cancellations.
  3. Automated restrictions are marked as automated. The user receives the reason and an “Appeal” button.
  4. A staff member reviews an appeal within 3 working days. Permanent blocks are applied only by a staff decision.

6. Complaints and support

  1. Complaints are reviewed within 24 hours; SOS signals immediately, around the clock.
  2. Support requests are handled from 08:00 to 24:00 Almaty time.

7. Changes

We announce changes to these rules in the Service in advance.