How can we help you today?

We are sorry your delivery was not perfect. We make resolving food order discrepancies fast and straightforward:

1. Open the Wanaag app on your iPhone or Android device.
2. Tap the Orders tab at the bottom and tap on your recent order.
3. Tap "Report an Issue" and select whether an item was missing, damaged, or incorrect.
4. Include a quick photo of the items received and the receipt sticker on the bag.

If you tapped "Pay with M-Pesa" and did not see the Safaricom PIN dialogue pop up on your smartphone:

• Check SIM Network: Verify your Safaricom SIM has active cellular signal (not just Wi-Fi).
• Phone Lock Screen: Wake your phone; on some Android and iOS models, background USSD prompts hide behind lock screens.
• SIM Toolkit Busy: If you recently performed an M-Pesa transfer, wait 30 seconds for the SIM channel to clear, then tap "Retry Payment".

Wanaag uses secure, modern passwordless authentication to protect your account without requiring complicated passwords:

1. Enter your email address on the sign-in screen and tap Continue.
2. Our server immediately generates a secure 6-digit one-time code and emails it to you.
3. Check your inbox (and your Spam / Promotions folder if using Gmail) for an email from Wanaag Security.
4. Enter the 6-digit code to log in instantly. The code remains valid for 10 minutes.

If you don't receive the email within 60 seconds, tap "Resend Code" or verify there is no typo in your email address.

Nairobi traffic (along arterial routes like Mombasa Road, Ngong Road, or Thika Superhighway) and weather conditions can occasionally impact courier travel times. Here is how to check your delivery:

• Live GPS Map: The live tracking screen updates courier coordinates in real time. If the rider is at the restaurant, they are waiting for the kitchen to seal your hot food.
• In-App Call: Once the driver is en route, tap the Phone icon next to the courier's profile in the app to call them directly with masked phone security.
• Delivery Notes: Ensure you added your apartment number, estate gate code, or landmark to help the courier locate you without delays.

Because restaurant partners begin food preparation immediately to guarantee freshness, cancellation windows depend on the order status:

• Before Kitchen Confirmation: You can cancel directly from the order status screen with a 100% full refund.
• After Food Preparation Begins: Orders cannot be cancelled via the app once food cooking has begun. If you entered the wrong delivery address, call your assigned courier immediately through the app to update the delivery drop-off point.

Under the Kenya Data Protection Act 2019 and Apple App Store guidelines, you have total control over your personal account data:

• To permanently delete your account, saved addresses, and profile, visit our official Account Deletion Portal.
• To review how your phone number, location, and payment data are secured, read our official Privacy Policy.

To join Wanaag as a certified delivery courier in Nairobi, you must submit the following original documents:

• Original Kenyan National ID Card (Minimum age 18 years).
• Valid Driving License with Class A2 (Motorcycle endorsement) issued by NTSA.
• Valid Motorcycle Insurance cover (Commercial or Third-Party).
• Clean Police Clearance Certificate (Certificate of Good Conduct from DCI).
• Smartphone: Android (running Android 9.0+) or iPhone with GPS capabilities.
• Clean Thermal Food Delivery Box: Insulated, branded or neutral box meeting food hygiene standards.

Wanaag offers industry-leading courier payout transparency:

• Fare Breakdown: Base Pickup Fee + Per-Kilometer Distance Rate + Wait-Time Allowance for merchant kitchen delays.
• Surge & Peak Bonuses: Extra pay boosts during heavy rain, high-demand lunch (12:00 PM – 2:30 PM), and dinner hours (6:30 PM – 9:30 PM).
• Tips: Riders retain 100% of all customer tips paid through the app or in cash.
• Payout Schedule: Earnings are automatically disbursed every Tuesday directly to your registered Safaricom M-Pesa number via Safaricom B2C with zero withdrawal fees.

Our dispatch algorithm pairs customer orders with the closest available rider to minimize delivery wait times. In order to receive orders while your phone screen is locked or while using navigation apps (like Google Maps or Apple Maps), the Wanaag Courier app requires background location permission.

Follow standard operational procedure to ensure your trip metrics remain protected:

• Kitchen Delay Over 15 Mins: Tap "Order Still Preparing" in the courier app. Our system automatically records the kitchen buffer and adjusts your wait-time compensation.
• Customer Unreachable at Gate: Call the customer at least twice through the in-app dialer. If there is no response after 8 minutes, tap "Customer Unreachable" to notify dispatch. Support will authorize order completion without penalizing your acceptance rate.
• Motorcycle Breakdown or Flat Tyre: Tap "Emergency / Breakdown" immediately so dispatch can re-assign the order to a nearby courier without spoiling customer food.

Partnering with Wanaag connects your kitchen to thousands of hungry diners across Nairobi. To register your kitchen:

1. Fill out our Merchant Partnership Inquiry using the contact form below or email [email protected].
2. Submit your City County Single Business Permit and Food Hygiene Certificate.
3. Our onboarding team will review your menu, photograph signature dishes, and provide your dedicated Android kitchen tablet or Merchant Web Dashboard login.
4. You can begin receiving orders within 48 to 72 hours!

Keeping your live menu accurate prevents cancelled orders and unhappy customers:

• Instant 86 / Sold Out: In your Wanaag Merchant Portal, navigate to Menu Items and toggle the switch next to any ingredient or dish to "Out of Stock Today". It immediately disappears from customer view.
• Busy Mode / Prep Time Buffer: If your kitchen is slammed during lunch rush, tap "Busy Mode" on your tablet to add 15–20 minutes of buffer time before couriers are dispatched to your kitchen.

Merchant payouts are processed on a predictable, automated cycle:

• Settlement Cycle: Weekly or bi-weekly direct electronic funds transfer (EFT/RTGS) to your verified Kenyan commercial bank account or M-Pesa Buy Goods / Paybill account.
• Tax Statements: Comprehensive sales statements showing gross orders, VAT deductions, commission fees, and net payouts are emailed every Monday morning for easy accounting reconciliation.