How can we help?

Where is my order?

Open the Orders tab in the app and tap the order. You will see which stage it is in — waiting for the seller, being prepared, on its way with a Kaya Go rider, or delivered — and once a rider has picked it up you can follow them on the map.

If it seems stuck, you can message or call the seller or the rider from the order screen. If nobody answers, email us with the order number.

Can I cancel an order?

Yes, from the order screen, at no cost, as long as the seller has not yet accepted it. Once a seller has accepted, they may already be preparing it, so cancellation is up to them — ask through the chat on the order. Anything refunded goes back to your Kaya Leta wallet.

Something was wrong with my order

Sorry about that. If an order arrived wrong, incomplete or damaged, email us as soon as you can with the order number and a photo of what you received. We will look into it with the seller and the rider and, where a refund is due, pay it to your Kaya Leta wallet.

A payment or wallet top-up didn’t go through

Mobile money top-ups can take a few minutes to appear. If a top-up or transfer is still missing after that, email us with the transaction reference from your mobile money message and the amount, and we will trace it.

How do I become a seller?

Download Kaya Leta, sign in, and switch to seller mode from your profile. You will set up your shop — name, location, opening hours, what you sell — and then verify your identity with your legal name, a photo of your face and a government-issued ID. Once our team has reviewed it, your shop goes live and you can start receiving orders. Delivery is handled by Kaya Go; you do not need your own riders.

How do I delete my account?

In the app, go to Profile → Edit profile → Delete account. Without the app, use kayaleta.com/delete-account and send us a code from the WhatsApp number on your account.

Your account is deleted 30 days after you ask. Until then you can cancel by signing in to the app and tapping Cancel deletion on the banner in your profile. After that we remove your personal data, except records we are legally required to keep, such as transaction records. Withdraw your wallet balance first, and if you are a seller, close your shop first: it is deleted along with your account. If you have no phone number on your account and can't use the app, email support@kayaleta.com.

Something felt unsafe

If a seller, buyer or rider behaved in a way that worried you — in chat, on a call or in person — tell us straight away with the order number and what happened. We take these reports seriously and act on them.