FAQ

THE MAIN POINTS

What is PickMe.nc?

PickMe.nc is a service providing the possibility to order, immediately or in advance, a vehicle with professional drivers (Taxi, Professional Chauffeurs). You can call a PickMe Driver with the app (available on Apple Store and Google Play) to drive you from point A to point B, or even to insert intermediate stops in order to share the cost of the ride.  PickMe.nc allows you to travel quickly and safely in a vehicle that respects our high quality and serious standards.

How can I call PickMe.nc?

You can book a PickMe Driver by using directly the mobile app or on our website, and also through our corporate partners.

Who can use the app?

Anyone with a phone number and a valid credit card (Visa or Mastercard).

What areas do you serve?

For the moment, PickMe.nc serves the cities of Noumea, Dumbea, and La Tontouta Airport.

Other demands out of our scope are studied case-by-case. PickMe.nc will soon be able to serve the cities of Mont-Dore and Païta.

When is the service available?

The service is available 24 hours a day, 7 days a week, in advance and instantly. However, we advise you to book in advance. PickMe.nc can then guarantee you a driver on scheduled time. It is possible to book up to a year in advance!

Who are the PickMe.nc Drivers?

Drivers on the PickMe.nc platform are all professional and experienced partners in the transport sector, selected on our stringent criteria. We rigorously check that they are duly registered with the authorities, and that all documents are updated. All must provide, amongst others, their activity authorisation, driving licence, people transportation insurance. You are safe: you will only encounter legal Taxis and Professional Chauffeurs on PickMe.nc!

How Are PickMe.nc Drivers selected?

We take special care in the selection of our Driver partners: we check their backgrounds and skills then we train them before giving them access to PickMe.nc platform. Furthermore, we constantly follow up our Driver Partners, as well as our customers’ feedbacks in order to guarantee, at each of your rides, a quality experience.

Am I insured in the event of an accident?

Material damage or bodily injury suffered within our Driver Partners’ vehicles are covered by their people transportation insurance, which validity is carefully checked.

YOUR PICKME.NC ACCOUNT

What information must I provide to create my account?

You must necessarily register: last name, first name, e-mail address and a valid phone number.

Why do I need to give my phone number and my e-mail?

When a ride is booked, we will send you a text message to confirm the Driver’s arrival. This phone number will also be useful to the Driver to contact you if required.

I have to validate my phone number, how can I do that?

A 4-digit code text message is sent to you. All you need is to enter it on this page or directly on your mobile app.

Should you not receive the text message, please do check you provided the right phone number on your personal account.

If needed, it is possible to have the code sent back to your mobile phone.

What are my logins to connect onto my account through the app?

To connect to your account, all you need is to fill in your e-mail address and the password that you used when you registered.

What about if I forget my password?

Click on the « Forgot my password » button to receive a new password by e-mail.

What should I do if I want to change my logins?

Whenever you wish to manage the information on your account, for instance to modify the registered phone number or the e-mail address required for connection, please go onto our website. Information can be changed through « Account – Profil » and « Personal information ».

Are there registration fees?

No, downloading and signing up (account creation) are totally free.

Is it possible to check the history of the rides on PickMe.nc?

The history of all your rides is available under section « My bookings » of your PickMe app, then in the tab « Past ». It is also available on your web interface, under « Dashboard » and « Finished Bookings ». Invoices can be downloaded in PDF format.

TO BOOK A PICKME

What is the required information to book a ride?

Departure and arrival addresses are necessary. The means of payment is also required to initiate the ride.

Is it possible to order a ride in advance?

You can book a ride from 1 hour to 1 year in advance!

Fares are known in advance with no surcharge. Be assured that your ride won’t undergo any tariff change, even when booked in advance.

You’ll receive your booking confirmation by e-mail, then a text message when your PickMe is arriving and arrived.

How long do I have to wait for my PickMe?

Approaching time is indicated, based on the position of the closest available PickMe when booking.

Approaching time is confirmed by text message after booking.

In exceptional cases, the indicated time before booking may differ from the indicated time after validation. It means that the closest PickMe was attributed to another customer or that the driver didn’t accept the ride.

Then the app automatically attributes the second closest PickMe from your departure spot.

If the announced time doesn’t suit you, you can cancel the ride: free cancelling for the first 5 minutes following your order.

You can follow the arrival of your PickMe in real time within the app, section « Follow your Driver ».

With advanced booking, cancellation is free up to 90 minutes before departure.

Is it possible to book a PickMe for someone else?

Yes, you can book a PickMe for a relative, a child, but also to help a friend in need at the end of the night, without having to drive. The ride will be charged on your bank account. It’s possible to add as many passengers as you like within the app or in your web interface. The Driver will visualise the passenger’s identity and his contact details to be able to reach him.

Within work activities, you can also, according to the terms of your company, invite someone or book for a colleague and bill it to your company.

How do Drivers know they are taking the right person in charge?

Your Driver knows the address of destination you entered when booking. He will systematically ask you to confirm it.

What if the Driver has to wait for me?

At any time, you can track your PickMe in real time on our app. You’ll get a first text message while he is approaching and a second one when he is arrived. The Driver will wait for 7 minutes free of charge and 20 minutes at La Tontouta airport. He will be warned if your flight is delayed, and this delay won’t be charged. After this waiting time, every extra waiting minute will be charged 60 XPF for Taxis and 75 XPF for Premium in the limit of 10 additional waiting minutes in the maximum.

Passed that delay and without further notice, the Driver has the right to leave.

Can the driver refuses to pick me up?

Yes. A driver may reasonably refuse to:

  • Carry passengers in excess of his vehicle authorized capacity.
  • Carry, or continue to carry, passengers who are acting in a disorderly, abusive or offensive manner.
  • Carry a passenger that is severely intoxicated.
  • Carry, or continue to carry, passengers who are likely to soil or damage the vehicle.
  • Allow passengers to consume alcohol in the vehicle.

If any objects are left in a PickMe.nc vehicle, how can I find them?

The vehicle you’ve used is traceable.

  • Either your Driver isn’t far away, and he’ll bring you back your belongings for free,
  • Or your Driver will leave them at our premises in the coming hours, and you can come and retrieve them, Monday to Friday, 10.00 a.m. to 6.00 p.m.

Please contact our customer service as soon as possible!

I cannot enter my promotional code in the app.

To enter a promotional code, just click on “Discount Code”: a window will appear and invite you to enter the given promotional code.

Please check carefully the spelling. An incorrect code can’t be validated and the following message will pop up: “this discount code doesn’t exist”

Conditions of use might be required: for example, some promo codes might be limited to a certain number of users, have a time limit, or be used one at a time.

Please check promo code conditions of use.

Is PickMe.nc service evaluated by customers?

After a ride, you can evaluate and add a comment on the provided service through the app.

All comments are read, replied to, and taken into consideration in order to improve the quality service of PickMe.nc.

SECURE PAYMENT

What are the means of payment?

To gain time after the ride and to secure our Drivers, only credit card payment via the mobile app is accepted.

Payment details can be entered at any moment under section “My payment” in the main menu.

Your credit card will be debited after each ride from the indicated price when booking.

This amount takes into account any available discounts (credits, discount code, discount percentage).

After each ride, a detailed invoice is sent to you by e-mail.

Which credit cards are accepted?

Valid credit card Visa and Mastercard are accepted.

I use several credit cards (professional, personal etc), can I choose the one to be debited?

You can put in as many credit cards as you like. You can even specify them (professional or personal). When booking, the app will present you the registered credit cards.

Is there a risk for my bank details?

Your bank details are not kept by PickMe.nc, they are encrypted and stored in stand-alone secure servers by our authorised payment service provider for these kinds of transaction. Data transfer are protected according to the international Payment Card Industry Data Security Standard (PCI-DSS).

These security standards are regularly audited and approved by Visa, Mastercard & American Express Groups.

PICKME RIDE FARES

What are the fares?

PickMe.nc fares are calculated on a price-per-kilometre basis, which varies with the time, the day, the vehicle, the waiting time, and if your ride requires specific conditions. It’s easy to get a price estimation on the app or on our web interface. Before your departure, you’ll know the exact amount of your ride, which won’t change under any circumstances.

Furthermore, a ride to La Tontouta airport is lump-sum.

Does the price depend on the PickMe location when booking?

In any case the “approaching ride” is never billed. The vehicle fleet is distributed in a way to reduce as much as possible the waiting time of your PickMe.

Does a ride cost the same anytime of the day?

No, ride fares vary according to the time and the day, and depend on traffic conditions. So, fares are lower when traffic is free-flowing. Anyhow, the price is known in advance and will not be modified after booking validation (except extra charge from possible waiting time).

Does the price of a PickMe ride depend on the number of passengers? What is the maximum number of passengers?

The number of passengers and the number of pieces of luggage have no incidence on the fare.

The number of passengers and the number of pieces of luggage depend on the class of vehicle. There are indicated on the selection button.

CANCELLING AND MODIFYING A RIDE

Can I cancel a validated booking?

Cancellation is free of charge on the app or on the web site within the first 5 minutes after booking. After that, you’ll be charged in order to compensate the driver’s travelling time or the time the driver couldn’t accept another ride.

For any rides, even lump-sum rides, cancellation fees may be charged :

  • 100 % less than 60 minutes before the scheduled departure of your ride
  • Free of charge more than 60 minutes before the scheduled departure of your ride

I’ve made a mistake when I booked, or I wish to change the address of destination.

Within the first 5 minutes after booking, you can cancel for free. Then, you just need to book again.

What if the PickMe doesn’t show up?

In certain cases, it happens PickMe isn’t able to come and pick up (road accident on the way, mechanical incident, etc.) In that case, you’ll be immediately informed.

Of course, you can order a new ride straightaway, another PickMe will be assigned.

How do I know if the PickMe is close?

You can see all the PickMe drivers position directly on the app before booking.  An estimated arrival time is also displayed on the lower left hand corner of the app and on the desktop booking page. Once booking is done, the closest PickMe from the address of departure will receive your request and come to you. On your phone screen, you can follow his approach in real time and see the estimated time of arrival.

Furthermore, when the driver arrives near the departure point, you’ll be notified of his arrival by text message.

I cannot find my question!

Please send your message here.

Our highly responsive customer service will answer back within 24 hours on business days.

Permanence is ensured during weekends in case of emergency.

Commander !