FAQs

  • General

    What is Hui?

    Hui is a round-trip, station-based car sharing service that is available 24/7. Download the Hui app, apply for membership, locate a car near you and return the car at the same place when you are done—all through your smartphone. You never have to talk to anyone, unless you want to!

    What’s included in my reservation?

    Here's what's included in your reservation:

    • Insurance*
    • Gas
    • Cleaning (Please help keep our cars clean for our wonderful community!)
    • Parking (At the station)
    • Maintenance and Service
    • 24-hour help desk
    • 24-hour roadside assistance
    • No need to worry about depreciation or lease payments!

    *Hui will provide liability insurance coverage for bodily injury and property damage claims by a third party if you are involved in an accident as required by Hawaii law. However, if you have your own insurance policy, coverage under your own policy may be primary if certain requirements under Hawaii law are met.

    What type of insurance* coverage is offered with Hui?

    If you don’t have car insurance, Hui will cover every driver that is in compliance with our membership agreement. Hui insurance coverages are generally written to be primary but in certain situations may be secondary to your own car insurance policy as required by Hawaii State law. Again, for insurance coverage you must be in compliance with the member agreement. For more information please consult the member agreement.

    Hui members receive liability coverage of 20/40/10 ($20,000 bodily injury per person, $40,000 bodily injury maximum) and are responsible for the first $1,000 in damage.

    For more information, please consult your Hui member agreement.

    If I opt for a monthly fee, does it automatically renew?

    Each month you will be automatically renewed unless you change your plan or opt out.

    Who can join?

    Everyone! Well almost everyone.

    Requirements (Unless otherwise expressly approved by the company):

    • US driver's license holders: 19 years of age, valid license for the past 18 months, no major moving violations in the past 36 months (like a DUI), and less than 3 minor moving violations in the past 18 months.
    • International driver's license holders: Same as US driver's license holders with one exception – minimum age is 25.

    How does it work?

    Hui has vehicles located in popular locations through the urban core of Honolulu. You can reserve a Hui vehicle via the Hui App (available for download at the Apple Store or Google Play).

    Apply
    In order to reserve a vehicle, you'll need to apply for membership by downloading the app, and filling out some information. Most U.S. driver's license holders applications will be processed within five minutes. Non-U.S. driver's license application processing times will vary.

    Reserve
    Once you are approved to be a member you will be able to locate and reserve vehicles via the Hui app.

    When your reservation becomes active, a digital key will be sent to your phone and you will be able to Bluetooth connect to the vehicle, which will allow you to unlock and use all functionality of the vehicle. Your phone will have become the key to that car! There is no physical key involved. At the end of your reservation, you return the vehicle to the same location as pickup and you will be billed in the Hui App in a painless and straight forward manner.

    How do I connect my phone to a Hui?

    Your car will use your phone's Bluetooth to connect to a vehicle, so make sure it's on! Quick and easy – your phone will link to the car when you have an active reservation from the lock/unlock screen. Just go to your reservations, click on your active reservation and get within range of the car. You will have to be next to the car to link up. You will need WiFi or cell service to initially connect to the car.

    If you have trouble connecting, it's usually due to a weak WiFi signal that your phone may still be connected to. Close the app, turn off WiFi, reopen the app and try again.

    What kind of vehicles does Hui use?

    We like lots of different vehicle types – after all we are car people! We will start with our wonderfully environmentally friendly and stylish Prius models, along with some sporty Camrys, and some luxury versatility in our beautiful RXs. Over time, we hope to roll in lots of variety – so you get to enjoy it all!

    How do I download the Hui App?

    Apple Store or Google Play.

    What if I forget my password?

    Don't worry, it's an easy fix. Tap the "forgot password" link in the Hui app and follow the instructions.

    How do I contact Hui?

    Email us at info@drivehui.com. We are excited to interact with you!

    What fees do I pay?

    There are no sign-up fees, except for the hourly usage rates and a potential monthly membership fee depending on the plan that you choose.

    What if I have lost or found an item in a Hui vehicle?

    If you find an item left behind by another member, please leave the item in the glove box (if it fits) or the trunk and report it to info@drivehui.com. We are not responsible for any items that are lost or stolen from our vehicles. Remember, these are your vehicles—for your area, your community. Your friends and neighbors will be the majority of the other users. Please take care of each other, take care of the cars, take care of the environment!

    If you lost an item, please contact us or email info@drivehui.com.

  • Registration

    Who can join?

    Requirements (Unless otherwise expressly approved by the company):

    • US driver's license holders: 19 years of age, valid license for the past 18 months, no major moving violations in the past 36 months (like DUI), and less than 3 minor moving violations in the past 18 months.
    • International driver's license holders: Same as US driver's license holders with one exception – minimum age is 25.

    What is the Driving Record Scoring Criteria?

    Hui wants to ensure that all Hui drivers are safe on the road. Thus, before accepting you into the program, we need to check your driving record. To meet the basic requirements drivers must:

    • Meet the age requirement and had a license for the last 18 months
    • Have less than three minor moving violations in the past 18 months
    • Not have any major traffic violations in the past 36 months such as a DUI
    • Please review our membership agreement for examples of a "major traffic violation" which include reckless driving, driving without a valid license, excessive speeding, driving under the influence, or leaving the scene of an accident.

    Can I join if my driver's license is from outside Hawaii?

    All U.S. driver's licenses will be accepted and vetted in the same way.

    For international licenses, you must verify that you pass the Driving Record Scoring Criteria above. Hui will automatically electronically pull your driving abstract or may request a copy of your three (3) year driving record issued by the licensing authority in your province/country where you received your license.

    To obtain your driving record, contact the driving authority from your licensing province or country and ask them to email or fax a copy of your 3-year driving record translated in English to info@drivehui.com.

    How long does it take to become a member?

    Most U.S. driving records are processed within five (5)-minutes. You will receive a notification to confirm your application status . Once approved, members can access Hui vehicles right away through the Hui App.

    How do I know if I have been accepted/approved?

    As soon as we've reviewed your driving record, a notification will be sent to you to let you know the status of your application.

  • Reservations

    Do I need a reservation?

    You can walk up to a vehicle and if it's available, make a reservation in the Hui App and go!

    What's included in my trip cost?

    • Insurance*
    • Gas
    • Cleaning (Please help keep our cars clean for our wonderful community!)
    • Parking (At the station)
    • Maintenance and Service
    • 24-hour help desk
    • 24-hour roadside assistance
    • No need to worry about depreciation or lease payments!

    How can I tell which car is reserved for me?

    In the Hui App, you'll be given identifiable information of the vehicle you reserved such as color and license plate number.

    How do I find my car?

    You can use the Hui app to see our station locations. Confirm the license plate and/or color of your vehicle in the Hui App. Each booking confirms the station location where your vehicle is parked. Please note if it is in a parking structure, check station details in the Hui App for floor information.

    Can I change my reservation? Can I cancel it? Are there any fees?

    Please cancel your reservation at least three (3) hours before it begins: If a member changes or cancels a reservation three (3) hours or more prior to start of reservation, no charges will be applied.

    Less than three (3) hours notice: Members who change or cancel a reservation less than three (3) hours before the start of the reservation, will be charged for the cost of a percentage of the reservation. If you do not cancel your reservation and do not drive, you will be billed for the full cost of your reservation.

    Granted there are no reservations immediately after your own, you may also have the option to extend your reservation in the Hui App.

    How is reservation time charged?

    The minimum amount of time a member must reserve and pay for a car is 60 mins (1 hour). Charges are based off of the total reservation time.

  • Promo Codes

    What is a promo code?

    A promo code can provide a variety of benefits—it could mean waived registration fees or free minutes of driving. Promo codes do expire, so please double-check the expiration date before you register.

    How long are driving credits valid for?

    Driving credits do not expire unless it is given through a promotion. It will depend on the promotion. To review, please check your account profile on the Hui App.

    How do I use my driving credits?

    Driving credits are applied to your payment profile. This means you can simply start and end your trips as normal. The credits are applied at the time the reservation is made.

    Other Hui member perks?

    We are hard at work trying to figure out more perks for our members! Please follow us on social media and visit our website periodically for perks and other member benefits.

  • How It Works

    How do I start my trip? Do I have to do an inspection every time I enter a vehicle?

    For every trip, you should walk around the vehicle to check for any damages or any cleanliness issues (e.g. smoking, pet hair). This is an important step because you could be held responsible for any unreported damages or cleanliness issues.

    Please input any damages or issues when prompted in the Hui App at the beginning of your reservation. It is not necessary to report minor scuffs, scratches, dings, etc. Please do not report anything that has already been stickered (with a quarter sized clear sticker).

    How do I end my trip?

    When you wish to end your trip and return your rented vehicle, you must:

    • Ensure vehicle has at least 1/4 tank -- if you have time, be a great Hui community member and return the vehicle with more than the minimum;
    • Park the vehicle in the same parking spot where you picked the vehicle up originally;
    • Ensure that the vehicle engine is turned off;
    • Ensure that the fuel card and/or parking fob is located in the center console;
    • Ensure that the vehicle is clean and tidy and you have left none of your belongings in the vehicle;
    • Ensure that all windows, doors, and the trunk are fully closed and that all lights have been turned off;
    • Ensure that the vehicle is returned in its original condition, except for ordinary wear and tear due to reasonable use.
    • When you are ready to end your rental, simply tap the "End Reservation" button and confirm.

    Where are Hui car share vehicles located?

    Our initial rollout will be focused on the Kakaako, Ala Moana, and Downtown areas. We will look to add locations over time.

    How do I make a stop-over?

    You can interrupt your trip at any time without ending your rental period. To do so, use the lock button on the app (instead of the end reservation button) to lock the doors and trunk of the vehicle. Before leaving the vehicle, please make sure that the vehicle is safely and legally parked, all the windows are closed, the vehicle is turned off and that the vehicle is otherwise secured as well. You will be responsible to pay for any damage to the vehicles or equipment that is incurred as a result of your failure to properly lock and secure the vehicle during a stopover, including as a result of another person entering the vehicle while it’s unlocked or otherwise unsecure.

    Do not end your rental period during a stopover through the Hui app. If you end your rental period, another Hui member may reserve the Vehicle or the Vehicle may be placed out of service in the meantime in which case you will no longer be able to use it. Ending your rental period in lieu of a stopover can cause you to be subjected to parking, towing or other fines if the rental period is ended while the car is parked in a spot that is unauthorized or a spot in which parking is only permitted for a limited time period, as you may not have the ability to move the vehicle after the end of your rental period. If you tap "End Reservation" by accident, don’t worry, you can cancel on the next screen as we will ask you if you are sure you want to end rental.

    Upon returning to the vehicle, use the Hui app to unlock the doors. You will be able to easily reconnect via Bluetooth to the vehicle. If for some reason it does not reconnect within twenty (20) seconds while you are in range (five feet), simply close out of the Hui App completely (force quit) and reopen.

    What do I do if I need roadside assistance?

    Call Krex, our roadside assistance, at 855-HUI-8585.

    How do I refuel?

    Retrieve fuel card from center console. After inserting card, you will be prompted to enter the vehicle's mileage and your unique 4-digit fuel PIN.

    Where can I park?

    You must return your vehicle to the place you picked the vehicle up. If for some reason you are unable to park in the correct location, please let us know on your "end rental" screen with a quick description of where you left the vehicle.

  • Troubleshooting

    How do I connect to the vehicle?

    Your car will use your phone’s Bluetooth to connect to a vehicle, so make sure it’s on! Your phone will link to the car when you have an active reservation from the lock/unlock screen. Just go to your reservations, tap on your active reservation and get within range of the car. You will have to be next to the car to link up. You will need Wi-Fi or cellular service to initially connect to the car.

    If you have trouble connecting, it’s usually due to a weak Wi-Fi signal your phone may still be connected to. Close the app, turn off Wi-Fi, reopen the app, and try again.

    Why can't I start the car?

    To start the car, you must have your foot on the brake before you press the 'power' button. Don’t worry if you don’t hear the engine start, some of our cars are hybrids. Put the car into gear and hit the road.

    Why can't I end my trip?

    Make sure you are parked in the same stall you picked the vehicle up from, that the vehicle is turned off, and you tap the "End Reservation" button. If you are still having problems, please contact us.

    What if the car is damaged?

    Please report any damage or cleanliness issues in the damage reporting flow at the beginning of your reservation. This is an important step because you could be held responsible for any unreported damage or cleanliness issues if left until after your trip. We welcome any additional feedback at info@drivehui.com.

  • Etiquette & Rules

    Is eating allowed? Is drinking allowed (ex. water)?

    Yes, you can bring food into the car, but please make sure you clean up after yourself. Extra cleaning fees do apply if a car is returned dirty.

    Is smoking allowed?

    No. Excessive cleaning fees will apply.

    Are seat belts required?

    Yes. Hawaii’s universal seat belt law requires that all front and back seat motor vehicle occupants buckle up. Adults and children must use their seat belts and child restraints at all times.

    Can children ride in the vehicle?

    Yes. The models feature highly efficient restraint systems that meet Toyota's Passive Safety Standards. You are responsible for complying with all applicable seat belt and child restraint laws. Hawaii's child passenger restraint law requires children under 4 years of age to ride in a child safety seat, and children between the ages of 4 and 8 years to ride in either a child safety seat or a booster seat. Children may not be left unattended in the vehicle. Please follow all child safety laws and techniques and always protect your children!

    Can my pet ride with me?

    Pets can ride in vehicles only if they are secured at all times in airline-approved pet carriers. If there is fur left in the vehicle, charges will be applied. Please be considerate of others who may have pet hair allergies.

    Can I let my friend use my account to use a vehicle?

    No. You cannot let anyone use your personal account (and vice versa). Our membership agreement specifically outlines that no one can use your account except yourself, doing so will mean the person is not covered by our insurance* in the event of an accident. This will also result in your removal from the program.

    What else do I need to know?

    Hawaii law prohibits operating a vehicle under the influence of an intoxicant.

  • Fees

    How do I pay?

    All charges will automatically be applied to the credit card on file. You can pay by Visa or MasterCard. You can view all trip logs and fees applied on your account profile.

    What if I get a ticket or get towed?

    Your credit card will automatically be charged for parking tickets, towing and any associated processing fees. If you have any concerns, please contact us.

    How can I cancel my membership?

    We would hate to see you go, but send us an email at info@drivehui.com.

    Are there any other fees or charges?

    There are no hidden taxes, surcharges or insurance fees. Our rates are all inclusive. However, if a member improperly uses the vehicle then charges will apply. The fees listed below are used to ensure Hui car share can continue to provide all members a great experience.

  • Insurance

    What type of insurance is included?

    Our insurer, DTRIC, covers for both liability and collision in the following amounts:

    • Liability: $20,000 per person; $40,000 per accident; $10,000 property damage. This is the lowest option we have available that will meet the minimum requirements in Hawaii.
    • Physical damage with a $1,000 deductible.

    Please refer to the Membership Agreement. for additional information.

    Can I reduce my deductible? What if my credit card provides accident coverage?

    Currently there is no way to reduce your deductible.

    If your credit card company is willing to cover damage fees, you will need to pay for the entire Hui car share deductible and then have your credit card company reimburse you.

    I got into a car accident, what do I do?

    Stay calm. Call 911 if there are safety concerns or anyone is injured. Please contact us immediately (at the scene of the accident) and fill out the accident checklist found in the glove box.

    What happens during an accident investigation?

    Once you have reported your accident to the police and Hui, our team will inspect the vehicle and create a claim if necessary. We will keep you updated throughout the process.

    What happens if there is an insurance claim?

    There will be an investigation by the insurance broker and if you are deemed at fault for the accident, you will be responsible for paying the deductible plus loss of use fees.

    What happens if I violate the Hui Member Agreement?

    Any violations may lead to your membership being terminated or suspended with or without notice.

    Can I purchase a damage waiver?

    No, there is no damage waiver available at this time.

  • Account Management

    Can I change my username?

    Unfortunately, once you register a username it cannot be changed.

    How do I reset my password?

    Tap "Forgot Password?" on login screen.

    How can I change my personal account information?

    Go to "Edit Profile" in the Hui app.

    How do I update my credit card information?

    Go to "Edit Profile" in the Hui app.

    Where can I check my invoices?

    Go to "Edit Profile" in the Hui app.

    How do I pay?

    We will automatically charge the credit card you put on file. If you need to change or update your credit card, please do so by going to "Edit Profile" in the Hui app.

    What methods of payment does Hui car share accept?

    We accept payment by credit cards (Visa and MasterCard).

    Why is my account locked?

    There are a variety of reasons why your account may be locked. Some of them could include:

    • Driver's License expired.
    • Credit card expired.
    • Outstanding balance.
    • You were involved in a car accident during one of your rentals and the investigation is still ongoing.
    • You were determined to be at-fault for damages/car accident and have an outstanding deductible to pay.
    • You violated the Terms & Conditions of the Membership Agreement.