Question 1

How do I book someone on Mboka Yetu?

Accepted Answer

Search for what you need in plain language, for example 'electrician in Kasarani'. Open a profile you like, then use Request a booking. Pick the date, the time that suits you, describe the job and add your budget if you have one. The provider gets the request straight away and replies with a quote or a confirmation.

Question 2

Do I need an account to book?

Accepted Answer

You can send a quote request as a guest with your name and phone number. Creating a free account lets you save favourite providers, keep all your booking requests in one place and chat with providers inside the app.

Question 3

How quickly will the provider reply?

Accepted Answer

Every profile shows a typical response time. Providers are notified in the app and by text message where they have given us a number. If nobody replies, send the same request to another provider — requests are free.

Question 4

Can I cancel or change a booking?

Accepted Answer

Yes. Open the booking in My account and cancel it, or message the provider to agree a new date. Please give as much notice as you can so the provider can fill the slot.

Question 5

Who do I pay for the work?

Accepted Answer

You pay the provider directly, in cash or to their own M-Pesa number, once you are both happy with the job. Mboka Yetu never holds or handles money for a job, so no funds can get stuck with us.

Question 6

What does Mboka Yetu charge?

Accepted Answer

Two things only: a small fee when you unlock a provider's direct phone number, and a subscription paid by providers to stay listed. The price of the job itself is agreed between you and the provider.

Question 7

Should I pay a deposit before work starts?

Accepted Answer

A deposit for materials is normal for larger jobs. Agree it in writing inside the booking or chat first, keep the M-Pesa message, and never send money to a number that is not on the provider's profile.

Question 8

How do I get a receipt?

Accepted Answer

For platform fees, your receipt appears under My account, Payments and unlocks. For the job itself, ask the provider for their own receipt — your M-Pesa confirmation message also counts as proof of payment.

Question 9

When can I leave a review?

Accepted Answer

Once a job is marked complete, a review form appears on the provider's profile when you are signed in. You rate the work overall, plus quality, communication, timeliness and value, and add a short comment.

Question 10

Why can't I see the review form?

Accepted Answer

Reviews only come from customers with a completed job, so fake ratings cannot be posted. Sign in with the account you booked with, and check the job has been marked complete.

Question 11

Can a provider reply to my review?

Accepted Answer

Yes. Providers can post one public response, which appears under your review. They cannot delete or edit what you wrote.

Question 12

Can a review be removed?

Accepted Answer

Only if it breaks the rules — abusive language, personal details or an obvious fake. Report it and our support team reviews it. Honest negative feedback stays up.

Question 13

The work was poor or unfinished. What now?

Accepted Answer

Message the provider first through the booking — most issues are fixed with a return visit. If that does not work, open a support case with photos and the dates, and our team mediates between you and the provider.

Question 14

I paid and the provider disappeared.

Accepted Answer

Open a support case immediately with the M-Pesa code and the phone number you paid. We cannot reverse a direct payment between you and a provider, but we investigate, can suspend the listing and will help you escalate.

Question 15

Can I get a refund from Mboka Yetu?

Accepted Answer

We refund our own fees: an unlock fee is refunded when the contact details are wrong or the provider never responds. Money you paid a provider for a job sits between you and them, with our support team assisting.

Question 16

Something felt unsafe.

Accepted Answer

Report it straight away from the provider profile or the Trust and safety page. Safety reports jump the queue and are answered within 30 minutes in working hours. If you are in danger, contact the police first.

How Mboka Yetu works

Booking a provider

Paying for a job

Rating and reviews

Disputes and safety