Support

How to order a car

1. You open the app. It works out where you are by itself — there is no address to type.
2. If you are standing somewhere other than the pickup point, you drag the pin with your finger and add words: “the green gate”, “opposite the pharmacy”.
3. You choose where you are going: from the list of places the village knows, or as a point on the map.
4. You see the price. It is already calculated and will not change after the trip.
5. You tap “Order”. From there the app offers the order to the village drivers in queue order.

No call is needed, and no message in the village group. Where you are going is seen only by the driver who takes the order.

There are no cars, or they are all busy

The order first goes to the driver at the head of the queue — privately, for 30 seconds. If he does not answer or declines, every free driver sees it at once: whoever taps first drives.

If nobody is free at all, the order is offered to busy drivers — “take it next”. In that case you see an honest pickup time: how long is left of his current trip plus the time to reach you. An honest 15 minutes beats “the driver is on the way” and silence.

If there is truly no one, the app says plainly that there are no free cars. We will not spin an endless search for you. Try again in a few minutes, or raise the price (see below).

You can cancel the wait at any moment, free of charge. There are no penalties or holds in the service at all — there is nothing to charge, no card is saved.

Where the price comes from and whether it can be changed

The price is calculated from your village’s own fare — the very one the drivers already keep among themselves: “this much nearby, that much far away, more at night”. We do not invent prices, we write down the ones already in force. No “surge coefficients” because it is raining.

You can raise the price with buttons, to get away faster at a busy hour. You cannot drop it below the fare: a driver will not go for that money and the order would simply hang unanswered. A raised price is shown to the driver before he agrees.

The price you saw when ordering is final. It does not change after the trip.

How to pay

Cash to the driver, or a transfer to his Kaspi — whatever you agree, exactly as you did before the app. There is no card to add in the app, and we will never ask for one.

The money does not pass through us. There is no commission on the trip — not from you and not from the driver.

The driver did not arrive, or declined

If a driver accepted the order and then realised he cannot make it, he gives the order back — and it goes straight to the other drivers. You see “looking for another car” instead of waiting for someone who will not come.

If the driver simply is not coming and is not answering, call him — his number is shown in the order once he is assigned. If that does not help, cancel the order (free) and write to us.

How to complain

A complaint is written in the app against a specific order, or by mail to berkenov.post@gmail.com. Include the order number — we keep a full log: who the order was offered to, who took it, when he arrived and what the price was. Working from that log is far easier than from two conflicting accounts.

Acting on complaints, we can restrict a driver’s or a passenger’s access if the behaviour really is out of bounds. But we are not the police: if something serious has happened — a threat, a crash, damage — go to the police or an ambulance first, and write to us so that we can act on our side.

I do not want to ride with this driver again

After the trip there is a button, “do not put us together again”. Tap it and the system stops offering your orders to that driver, and his orders to you.

He will never know. No notification reaches him, he does not see it in the app, and he cannot find out who marked him or when. This is not a quarrel and not a public complaint — you simply stop meeting in orders. You do not have to explain why: we do not even ask.

The driver has the same button. It works just as quietly.

How to become a driver

In the app you choose “Become a driver” and fill in three short screens: the plate number, the colour and model of the car and, if you like, a photo of the car. The whole thing takes about a minute and a half.

We do not check documents and we do not ask for them — not a licence, not a registration certificate, not insurance. This is a deliberate decision: in a village everyone knows everyone, and reputation works harder here than paper. What that means for both sides is written plainly in the Terms of use.

The car photo is optional. Skip it and the passenger’s card shows a tile with the car colour and a large plate number instead. At seven in the morning in winter that reads better than a dark photo anyway. There will be no “your profile is 60% complete” nagging.

How the queue works

It is the same queue you already keep among yourselves — only now you do not have to remember it or write to the chat.

• Go on the line and you join the back of the queue. Your place is visible in the app.
• The driver at the head of the queue gets the order privately, for 30 seconds.
• No answer or a decline and the order instantly goes to everyone who is free; whoever taps first drives.
• Take an order and you go to the back after the trip is finished. Nobody else moves: their places are kept.
• You may decline. The first decline in a row is free; a second one in a row costs one place in the queue.

There is no longer any need to hand an order to a particular person by phone: a decline passes it to the others within a second anyway. This works after accepting too — if circumstances change, you give the order back and it goes straight to the free-orders list.

I am on the line but no orders come

Check in order — it is almost always one of these:

1. Are you actually on the line? Look at the shift switch on the main screen.
2. Are notifications allowed? In the phone settings AruGo must have permission to send notifications. Without it the phone will not wake the app when an order arrives.
3. Is location allowed “always”, not “while using the app”? On an iPhone the second option means you are effectively switched off in the background.
4. Has battery saving put the app to sleep? On many Android phones you have to allow AruGo to work in the background separately.
5. Did the app ask “Are you on the line?” If you stayed silent on two orders in a row, the system assumes the phone is lying around without its owner and stops sending orders for a while. Confirming that you are there is enough — you return to your place in the queue.
6. Connection. If the phone loses the network for a long time, the system takes you off the line so that orders do not go nowhere. Go back on the line when the signal returns.

Checked everything and still no orders? Write to us and we will look in the log at what is happening on your side.

What it costs a driver

Right now, nothing. No subscription, no commission on the trip, no fee per order. All the earnings are yours; the passenger hands the money straight to you.

There will be no commission on trips in the future either — with a cash settlement there is nothing to withhold it from, and we are not going to pretend that we can. If a fee ever appears it will be a fixed amount for access to the line, announced in advance and with a trial period.

I changed the car, or got the plate wrong

The plate, colour and model are edited in your profile in the app at any time. The old value is kept in our history — that protects both sides if a dispute comes up over an earlier trip.

Why does the app say the service does not work here

Because we work not “across Kazakhstan” but in specific connected villages. A village is a separate unit for us: its own drivers, its own landmarks, its own fare. If there is no connected village near you there is nobody to call a car from, and the app says so honestly instead of spinning a search into thin air.

You do not have to be at home, though: the order is created from your current point and goes to the drivers of the nearest connected village. Ended up in the district centre — you order just as you would from home. But a distant pickup has a limit: if reaching you means driving too far, the order is not created.

How to connect my village

Write to berkenov.post@gmail.com: the name of the village and district, roughly how many cars carry people and whether they have a shared WhatsApp group. Connecting is free, and the village needs neither a “person in charge” nor an “elder” — there is no such role in the service at all; inside the village everyone is equal.

The one thing really needed at the start is a local person who brings the drivers in and explains what it is for.

The sign-in code does not arrive

The code arrives as a WhatsApp message to the number you entered. If it is not there:

• check that WhatsApp is actually installed on that number;
• check the number — one wrong digit is easy;
• wait a minute: a resend can be requested no more than once every 60 seconds;
• look in the WhatsApp “Message requests” section — a message from an unknown number sometimes lands there.

How to delete my account

In the app, in the profile section. No letters, no calls, no explaining why. After deletion the number, the name, the devices and the car data are erased for good, while completed trips stay in the log in de-identified form — without your number and without your name. There is more on this in the Privacy policy.

If the app is unavailable for some reason, write to us from the number linked to the account — we will delete it within 30 days and confirm by reply.

A deleted account cannot be restored. Signing in with the same number creates a new, empty one.

What the app knows about me

Your phone number, your name if you gave one, and your orders. Location is taken only at the moment you place an order — the app does not follow you in the background and collects no history of your movements. We do not request contacts, the gallery or the microphone at all.

All the data sits on a server inside Kazakhstan — the law requires it. The details, including the list of what leaves our system and what does not, are in the Privacy policy.

How safe is this

Plainly: we do not check drivers’ documents and we are not answerable for the carriage itself. AruGo is a way to pass an order along, not a taxi company. You ride with the same person you would have ridden with had you called him directly — the app changed nothing about that, for better or worse.

What the app does give you: you see the plate and the colour of the car in advance, you know the price before the trip, and you can quietly keep a person out of your future trips. The fully honest description of the model is in the Terms of use.