Help
Frequently asked questions
Short answers by topic. If you don't see your question, use the Contact page.
Buying
- Do I need an account to browse?
- No. Browsing and searching is open. You need an account to bid, buy, message sellers, or leave reviews.
- What payment methods work?
- Mobile money only: M-Pesa, Airtel Money, Mixx by Yas and HaloPesa, plus your Mnadani wallet and gift-card codes.
- What if the item doesn't arrive?
- Open a dispute from the order page. Escrow stays held until the case closes and Mnadani decides.
- Can I change my mind after buying?
- Change-of-mind returns follow the seller's return policy on the listing. Damaged, wrong, or not-as-described items are always eligible for a return.
Selling
- Does listing cost anything?
- No. Listing is free. Mnadani earns a flat 4.5% commission on the item price only when your item sells.
- How fast do I get paid?
- Escrow releases to your wallet on delivery confirmation or after 3 days without a dispute. Withdraw to mobile money or bank the next working day.
- How many items can I list?
- Tier 0 (phone-only): 2 active listings. Tier 1 (NIDA): 20. Tier 2 (business): unlimited.
- Can I cancel an order?
- You may cancel before dispatch at no charge. After dispatch, treat it as a return.
Payments & fees
- Are there any checkout fees?
- No. Buyers pay the item price plus shipping — nothing else is added.
- Are there any hidden fees?
- No. Every fee is listed on the Fees & charges page.
- How do refunds work?
- Refunds go to the original payment method by default (3–7 working days for mobile money/card) or to your Mnadani wallet if the original method can't accept a refund.
Shipping
- Who ships my order?
- The seller. They choose the courier and upload the tracking ticket when they mark the order shipped.
- How much does shipping cost?
- Sellers set rates per district. Same-city small parcels typically run TZS 3,000–8,000; nationwide medium parcels TZS 25,000–60,000.
- Can I pick up locally?
- Yes, if the seller offers it. Meet in a public place, verify the item, then release the pickup code to confirm receipt.
Disputes
- How long do I have to raise a dispute?
- 3 days from delivery, or from the promised delivery date if the parcel never arrived.
- What evidence should I include?
- Photos and short video of the parcel and item, screenshots of the listing, and the chat with the seller.
- How long does a decision take?
- 5 working days from escalation, after the seller has had 48 hours to respond.
Account & security
- How do I change my email or phone?
- Under Account → Security. Sensitive changes ask for a re-authentication code sent to your existing email or phone.
- How do I close my account?
- Under Account → Close account. Some records are retained for the legally required period.
- How is my ID data stored?
- KYC uploads are encrypted at rest and only accessible to the compliance team.