Ecosystem Resolution Center

Where is my order?

Open the app and go to your orders. An order in progress shows its current stage, and once a driver is assigned you can track the delivery and message the driver directly.

I paid but my order still shows as unpaid

M-Pesa confirmations can take a moment to arrive. If the payment has left your phone but the order has not updated after a few minutes, contact us with the M-Pesa confirmation code and we will reconcile it.

How do I get a refund?

Refunds are requested from the order itself in the app. Once approved, the money is returned to the M-Pesa number that paid, or to your HubCart wallet. Note that the M-Pesa transfer charge is deducted from the amount moved, so the figure you receive is slightly lower than the amount refunded.

Why is my wallet balance different from what I expected?

The most common reasons are a transfer fee on a withdrawal, a partial rather than a full refund, or money still held in escrow because the order is not yet complete. Your wallet statement lists every entry with its reason.

Why was a reward removed after my refund?

If an order that earned you points or a discount is later refunded, the reward is reversed with it. A referral bonus is held for 7 days after your friend's order completes: if that order is refunded during the hold the bonus is not paid, but once it is in your wallet it is yours to spend or cash out. This is intended behaviour, not an error.

How do I become a driver, supplier or eatery?

Apply from the app. Supplier, eatery, rental and property roles open as soon as you apply. Driving is different: it needs your licence, insurance and NTSA inspection certificate checked by our team first, because that role carries passengers and cargo. You keep your customer account either way.

Can I have an order delivered to someone else?

Yes. On the checkout screen choose to deliver to someone else, then add their name, a phone number the driver can reach and any instructions for arrival.

Do I pay a fee to view a property or inspect equipment?

No. On a long-term property or equipment listing you can ask the owner about terms or request a viewing in the app at no charge. Never pay a viewing fee to anyone off the platform, and never send a deposit before you have seen what you are renting.

How do I delete my account?

See our data deletion page for what is removed, what we must keep for legal and accounting reasons, and how to make the request.

How long until my shop or kitchen is live?

Supplier and eatery roles are approved automatically. Once your business details and M-Pesa number are in place your account is active, and you can start listing straight away.

How do I stop orders coming in when I am closed?

Your seller or eatery tools have a switch that takes your listings off the marketplace, so your catalogue stops appearing in customer searches. Eateries can also set trading hours for each day, so the kitchen only shows when it is genuinely open.

I trade from more than one place. Can I manage them separately?

Yes. Each business location keeps its own listings, its own trading hours and its own delivery area, so a second branch does not mean a second account.

How far do food deliveries reach?

Food orders are matched to kitchens close to the customer, so meals arrive while they are still worth eating. The distance is a platform setting we tune rather than a fixed rule, and you can adjust the area each branch covers.

How do I get seen by more customers?

You can boost a listing or your whole shop so it appears higher in nearby customer feeds. The cost is shown before you confirm, and a boost runs for a set period rather than indefinitely.

When do I get paid?

The customer's payment is held in escrow rather than passed straight to you, and released once delivery or completion is confirmed. It arrives in your wallet with the order recorded against it. The price you set is the price you are paid: our charges appear as their own lines rather than as a deduction from your figure.