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Frequently Asked Questions

What is Bwala?

Bwala is a last mile delivery marketplace that connects suppliers and buyers , we enable you to source for various goods from different suppliers and have them delivered to you as one package.

How it works?

When you place the order that information gets sent to our hub where it is consolidated and despatched. It is on your address in one or two days upon the order placement, delivered by experienced Bwala drivers.

Benefits of using Bwala services

The ease of use, efficiency, and a great customer relationship that our riders nurture with the users are the key pillars of our work ethics. Combine it with Credit and Cash options and you will understand why our customers love us.

Who can use Bwala app?

At this moment retailers and homeowners in the following areas can use Bwala services: Eastlands, Westlands, South, Kitengela, Ngong, Mlolongo, Athiriver.

I placed an order and got the message that Bwala does not deliver in my area. What does it mean?

At the moment Bwala operates in 7 Nairobi areas. We are looking to expand. The order you have placed is noted and we are grateful for your interest. You will be informed as soon as we are in your area.

What if I don't have enough money on my Mpesa account to buy goods?

It happens. Don't worry, we got you covered. If you qualify for Bwala Credit you can use this option and purchase goods up to the value of 10,000 KES.

How do I apply for Bwala credit?

You qualify for a loan as you place orders with Bwala overtime, the more you buy with Bwala , the higher your loan limit.

How do I qualify for Bwala cash option?

You must place an order through MPESA / Credit card to qualify for Bwala Cash on delivery.

How will I know my goods have been dispatched?

From your home screen, you can access current and past orders. There you can see the status of your order, and if active, you can also see the name of a driver assign for your delivery.

What if I no longer require the order?

You can cancel the order within an hour by reaching us on this phone number: 0746173727 The already paid amount will remain in the app for your future use in My Wallet section.

What happens if my order arrives damaged?

Please make sure you have inspected the received order upon arrival to check if everything is in order. But in case there is an issue that could have not been detected at that moment, we will take care of it. Please reach us at this phone number 0746 173727  to schedule the collection. The amount of the returned goods will be on your Bwala Wallet.

What is Bwala wallet?

Bwala wallet is your personal wallet of the money you are still to spend within the app. The amount there can come from remaining Bwala Credit sum or collections.

Do I need to confirm delivery?

Yes this is compulsory so as to confirm that you have received your order.

Should I rate the driver?

Yes please. By rating a rider you help us reward the best ones and enhance your experience as well.

What happens if my goods are late?

We are working hard for this not to happen. But in a case it does, we will inform you on time by calling you or sending an SMS.

Can I upgrade my order once the order has been dispatched?

No. Once the order is placed (payed) it can not be edited. But you can place a new one and if possible they will arrive at the same time.

How long will my order take to reach the store?

All orders will be delivered one or two days upon placement. You get to choose the day and time of the day that works the best for you.

How do I join Bwala and start selling my products?

You apply through the registration and contact form and our CS team will contact you.

How many products can get listed on Bwala?

You can list as many products as possible, bigger product list will make you more profit!

How do I get paid for my goods listed on Bwala?

Bwala markets the products on behalf of manufacturers and distributors then remit sales revenue to the manufacturer within 48 hours.

Could the bike belong to someone else?

Yes, the bike can be of anyone. The ownership does not matter. If someone does not have a bike then they can take a loan and buy a bike easily.

Does Bwala pay for Petrol?

No, it does not pay for petrol but their salary and incentives are very good.

What if the delivery rider doesn’t get an order for a day. What will be his earnings on that day?

Bwala provides Minimum Guarantee per order  to all its Delivery  partners. This means that even if a Rider does not get orders during the shift , they will not earn, we pay commission based delivery fee.

Does Bwala provide mobile phones as well?

No, mobile phones are not given. One has to buy his/her personal smartphone.

When does the Bwala delivery rider salary come?

Salary is credited on a weekly basis.

Any amount has to be paid at the time of joining?

Yes, an amount of KES. 600 has to be paid at the time of joining. By paying this amount, the Delivery agent  gets a Bwala T-shirt and a delivery bag.

Is there an age limit to become a Delivery Partner?

Yes, anyone above 18 years with a valid Id card or passport can become a delivery partner with Bwala.

Is it possible to do overtime duty with a full-time job?

Yes, it can be easily done.