Frequently asked questions

When you place an order, you pay via M-Pesa — but your money does NOT go to the expert yet. It is held securely in escrow. Only after you review the delivered work and click "Approve" does the payment release to the expert. If the expert fails to deliver or the work doesn't match what was promised, you raise a dispute and receive a full refund. Think of Kaziiko as the trusted middleman holding your cash until the job is done right.

The price shown on each listing is what you pay — there are no hidden buyer fees. Standard Safaricom M-Pesa transaction fees may apply on your end depending on the amount (per Safaricom's standard tariff). Experts pay a 15% platform commission from their earnings; this is already factored into the listing price you see.

No. All payments must go through Kaziiko's M-Pesa escrow. This is non-negotiable — it is the only way to protect your money. Requesting or accepting off-platform payment is against our Terms of Service and results in immediate account suspension. An expert asking you to pay them directly outside the platform is a serious red flag; please report it immediately.

The expert is paid within 24–48 hours after you mark the delivery as accepted. If you do not respond within 5 days of the expert submitting their delivery, the order automatically completes and funds are released. This 5-day window gives you plenty of time to review without leaving the expert waiting indefinitely.

Yes. The escrow funds are held by Kaziiko, not by the expert. If an expert goes offline without delivering, open a dispute and we will refund you in full. Experts are identity-verified before they can list any service, which deters bad actors significantly.

Every expert on Kaziiko goes through a multi-step vetting process before they can take orders: (1) National ID or passport verification, (2) phone number verification via OTP, (3) skills assessment or portfolio review relevant to their service category, and (4) a background check against relevant regulatory and professional databases. Experts who pass all steps display a green ✓ Verified badge on their profile.

No. Unlike generic freelance marketplaces, Kaziiko manually reviews every expert application. We reject applications that do not meet our competency and identity standards. As of 2026, we have over 170 verified experts — a deliberately curated number, not an open-door marketplace.

Every completed order generates a public review. Experts who fall below a 4.0 rating are placed under review and may be removed from the platform. You can also raise a dispute for a refund — poor delivery is covered regardless of the expert's rating history. Bad experts don't survive long on Kaziiko because every transaction is rated.

Yes, for the specific service categories listed on the platform (KRA, eCitizen, NTSA, NSSF, SHA, HELB, AGPO, Civil Registration, etc.). Our experts have hands-on experience with these systems. They do not hold power of attorney — they assist you in completing online processes using your credentials and information, which you share securely within the platform.

1. Browse or search for the service you need. 2. Read the expert's listing and choose a package (Basic / Standard / Premium). 3. Click "Order Now" and complete payment via M-Pesa. 4. Chat with your expert inside the order room — share the details and documents needed. 5. The expert submits the completed work. 6. You review it, request a revision if needed, then approve. 7. Leave a review so others can benefit from your experience.

Yes. You can send a message to any expert from their profile page before placing an order. Asking questions about scope, timeline, and requirements before committing is encouraged. However, the formal escrow protection only starts once you pay.

Use the "Post a Project" feature. Describe your requirements in detail, set your budget, and experts bid on your project. You review the bids, compare profiles and prices, and award the project to the best fit. Payment goes through the same M-Pesa escrow once you select a winner.

Every listing shows a delivery time upfront — from same-day (for simple KRA PIN lookups or eCitizen queries) to several business days (for complex government applications or document processing). You'll see the exact estimated delivery date at checkout. Experts who miss their delivery window without communication can have the order cancelled for a full refund.

This varies by service. For KRA services you may need your KRA PIN. For NTSA you may need your licence number or ID. Share the minimum necessary — only what the expert needs to complete the specific task. Never share passwords unless absolutely required, and change them after the work is done. Everything shared stays in the encrypted order chat.

Open a dispute from your order dashboard. Our Trust & Safety team reviews the case within 24–48 hours. If the expert has missed the delivery deadline without a valid reason and without your agreement to extend, you are entitled to a full refund.

Yes, within the dispute window. Experts are required to offer at least one free revision. If after one or more revisions you're still not satisfied and the work genuinely doesn't match the service description, raise a dispute and we'll review it. We are fair to both sides — we examine the order chat, the delivery, and the listing description to make a ruling.

Go to your order dashboard, open the relevant order, and click "Raise a Dispute." Describe the issue clearly and attach any evidence (screenshots, the original brief, etc.). Our Trust & Safety team responds within 24–48 hours. You can also email trust@kaziiko.com for urgent cases.

This is why the order chat exists. Every message you send to the expert — including requirements, revisions, and approvals — is logged and forms the official record of the agreement. Our team uses this record to make a fair ruling. Always communicate requirements clearly in writing inside the platform, not by phone or WhatsApp.

You have 5 days after the expert submits their delivery to review, request revisions, or raise a dispute. After 5 days without a response, the order auto-completes and payment releases. If you need more time, contact the expert within the order chat to request an extension before the 5-day window closes.

Click "Become an Expert" on the homepage or go to /register and select the Expert account type. You'll complete your profile, submit to ID verification, pass a skills assessment for your service category, and set up your M-Pesa payout details. Approved experts can start listing services within 24–48 hours of completing verification.

Kaziiko charges a 15% platform commission on every completed order. If a client pays KSh 10,000 for your service, you receive KSh 8,500. There are no monthly fees, no listing fees, and no setup costs. We only earn when you earn.

Payments are sent to your registered M-Pesa number within 24–48 hours after the buyer approves delivery. If the buyer does not respond within 5 days of your submission, the order auto-completes and payment is released automatically. Payouts are processed every business day.

Yes. You decide your prices and can offer up to three package tiers (Basic, Standard, Premium) at different price points. Kaziiko recommends competitive pricing especially when starting out — good early reviews help you build your profile quickly, after which you can raise your rates.

Our Trust & Safety team reviews both sides. We look at your delivery, the order chat, and the listing description. If you delivered what was promised, you are protected. Clients who habitually raise bad-faith disputes are flagged and restricted. Always document your process and communicate clearly within the order chat — it is your evidence.

Absolutely — this is one of Kaziiko's most popular use cases. Our experts handle KRA PIN reactivation and tax compliance, eCitizen services, NTSA driving licence applications and renewals, NSSF, NHIF/SHA, HELB, AGPO, Civil Registration (birth certificates, ID), and more. You provide your personal details securely via the order chat; your expert handles the bureaucracy entirely remotely. No flights home required.

Kaziiko currently processes payments in Kenyan Shillings (KES) via M-Pesa. If you have M-Pesa access from abroad (e.g. M-Pesa Global from the UK), you can pay directly. Otherwise, ask someone you trust in Kenya to make the M-Pesa payment on your behalf, or contact us at support@kaziiko.com to discuss options. International card payment is on our roadmap.

Kaziiko experts are identity-verified and bound by our Terms of Service to use your information only for the specific service ordered. All communication happens within our encrypted platform chat. Never share full passwords — only the details the expert specifically needs to complete the task. If you are uncomfortable, you can also ask the expert to walk you through completing the steps yourself while they guide you in the chat.

Yes. Kaziiko Digital Services Ltd. is a registered Kenyan company operating within Kenyan consumer protection regulations. Our operations are governed by our published Terms of Service and Privacy Policy. We are not a WhatsApp group or informal broker — we are a proper technology company with legal accountability.

Several reasons: (1) No travel — especially valuable for diaspora users or anyone outside Nairobi. (2) Escrow protection — you pay only when satisfied. (3) Verified experts with real, reviewable track records. (4) Platform accountability — if something goes wrong, we step in with a dispute process and potential refund. (5) Qualified professionals, not whoever is at the counter today. (6) Everything documented in the order chat — clear paper trail for both sides.

We collect only the data necessary to provide our service. We do not sell or share your data with third parties for marketing purposes. Experts see only the information you share with them within your specific order chat. Data is stored on secure servers compliant with Kenyan data protection requirements. See our Privacy Policy for full details.

We welcome feedback. Email us at support@kaziiko.com or use the feedback form in your account dashboard. We respond to all complaints within 3 business days. For urgent matters involving potential fraud, email trust@kaziiko.com directly.