FAQ

  • 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!
    • Taxes

    *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.

    What type of insurance* coverage is offered with Hui?

    Hui will cover every driver that is in compliance with our 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.

    How does it work?

    Hui has vehicles available to rent from many convenient locations. Unlike traditional car rentals, the process is totally digital and there’s no interaction with a rental counter. Reserve and unlock your next rental using the Hui App.

    1. Apply
    In order to reserve a vehicle, you’ll need to apply for membership by downloading the app, and creating an account.

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

    3. Drive
    At the time of your reservation, open the Hui app and go near the vehicle you reserved. Your phone is your key. Lock and unlock the car using the buttons in the app and push to start your vehicle. You must have bluetooth active to connect to the car.

    4. Return
    Return the Hui vehicle back to the location you picked it up from and tap on “End Reservation” within the active reservation screen.

    How do I connect my phone to the vehicle?

    Your car will use your phone’s Bluetooth to connect to a vehicle. Your phone will link to the car when you have an active reservation. Just go to your reservations, tap on your active reservation and get within range of the car.

    What kind of vehicles does Hui use?

    We carry Toyota and Lexus vehicles.
    Car Types in fleet:
    – Hybrids
    – Sedans
    – SUVs
    – Luxury vehicles
    – Pickup trucks
    – Minivans

    How do I download the Hui App?

    Apple App Store or Google Play Store.

    What fees do I pay?

    There are no recurring or sign-up fees involved with having a Hui account.

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

    If you lost or found an item, please contact us. Please make a visual sweep of the car before ending your reservation. Hui is not responsible for lost items.

  • Registration

    Are there any restrictions to driving?

    The basic requirement to drive Hui is having:
    – a valid driver’s license
    – no major moving violations, like a DUI
    – fewer than three minor moving violations in the past 36 months

    How long does it take to get verified?

    Verification usually takes no longer than 24 hours, but may take longer. You will receive an email to confirm your application status.

  • Reservations

    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!
    • Taxes

    *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.

    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 the 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 one (1) hour before it begins: If a member cancels a reservation one (1) hour or more prior to start of reservation, no charges will be applied. If a member cancels a reservation within two (2) hours of creating the booking, no charges will be applied.

    Less than one (1) hour notice: Members who cancel a reservation less than one (1) hour before the start of the reservation, will be charged for the full reservation time. If you do not cancel your reservation, 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. Once the reservation starts, members can only extend the reservation.

    Can I extend my reservation? How do I extend my reservation?

    Yes, reservations can be extended. To do so, tap on the “Extend” button at the top of the active reservation screen (the unlock and lock button screen). Select the time to which you’d like to extend your reservation. A screen will display the additional charge to extend. Select confirm to finalize.

    If your extension is adjacent to another user’s upcoming reservation, you will receive a pop-up notification indicating the max time until which you can extend your booking. Please allow for ample travel time to return the vehicle on time for the next driver’s trip.

    Note: Hui will place a hold on your credit/debit card on file for the extension costs. If funds are not available, you will receive a message stating, “Something went wrong”. Try to submit the extension again, and if problems persist, contact support for assistance.

  • Promo Codes

    How do I redeem a promo code?

    Enter your valid promo code in the application at the booking screen. You’ll see an option to redeem a promo code when you’re confirming your reservation.

  • 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?

    You can find all our locations at locations.

    What if I need roadside assistance?

    Call the customer support line at +1(808) 400-4068.

    How do I refuel?

    Insert the fuel card. You will be prompted to enter the vehicle’s mileage and your unique 4-digit fuel PIN.

    Where do I return my vehicle?

    You must return your vehicle to the place you picked the vehicle up.

  • 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 cellular service to initially connect to the car.

    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.

  • 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?

    Definitely not! You will be charged excessive cleaning fees if you smoke in the vehicle.

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

    No. You cannot let anyone use your personal account (and vice versa). Our Etiquette & Rules 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.

  • Fees

    How do I pay?

    All charges will automatically be applied to the credit card or debit card on file. Prepaid cards are not allowed. Your card will be authorized for either your reservation total or $100, whichever is greater. This is not a charge and will be cleared once your reservation is ended. If a reservation extension is made, the card on file will be authorized for the additional booking cost. When a reservation is properly ended and the booking charge successfully made, the hold is immediately released. However, due to some banking system, the hold can take an extended period to be released. This can take about five (5) – seven (7) business days after the reservation.

    You can view all trip logs and fees applied for any booking in the reservation tab of the Hui Car Share app.

    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.

    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, charges will apply. The fees listed are used to ensure Hui can continue to provide all members a great experience.

    How is pricing determined?

    Our vehicle pricing is determined by a number of factors including things like vehicle pricing, parking fees, and more.

  • 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 damage fee.

    Please refer to the Member Agreement. for additional information.

    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 at +1(808) 400-4068 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 $1,000 damage fee.

    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

    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 Profile tab (bottom right) in the Hui app.

    What methods of payment does Hui car share accept?

    We accept payment by credit cards and debit cards. We do not accept prepaid cards.

    Why is my account deactivated?

    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.