Help & Support
Help & Support Centre
Browse our categorized guides below for instant answers, or contact our support team directly for personalized assistance. Our self-service resources cover account management, booking procedures, payments and refunds, safety protocols, credential verification for Service Providers, and dispute resolution.
For urgent safety concerns during an active in-home service, call 999 or 112 immediately.
For all other urgent Platform-related emergencies (suspected fraud, account compromise, or active booking crises), use our Support line at +254 722 722 871.
Contact Options
| Channel | Details | Response time | Best for |
|---|---|---|---|
| Phone Support | +254 722 722 871 | Immediate (24/7) | Active safety emergencies, account breaches, ongoing service crises, urgent booking issues |
| Email Support | support@homecarehub.co.ke | Within 24 hours | General inquiries, documentation requests, refund claims, non-urgent disputes |
| Privacy & DPO | privacy@homecarehub.co.ke dpo@homecarehub.co.ke |
Up to 30 days (DPA mandate) | Data access/deletion requests, privacy complaints, regulatory breach reports |
Top Help Categories
Getting Started
Account creation, identity & credential verification, profile setup, mobile money (M-PESA) linking.
Bookings & Scheduling
How to book, modify, or reschedule; milestone-based projects; recurring domestic staff arrangements; communication tools.
Payments & Payouts
M-PESA/bank transfers, escrow holds, payout schedules for Service Providers, invoicing, KRA tax documentation.
Refunds & Cancellations
Eligibility criteria, timelines, penalty waivers, emergency exemptions, and the appeal process.
Safety & Trust
Reporting misconduct, background check status, insurance verification, in-home safety guidelines, emergency protocols.
Disputes & Resolution
Filing a claim with our Support Team, evidence submission, mediation process, escalation to ODPC/regulators, warranty on technical workmanship.
Account & Security
Password reset, two-factor authentication, account deactivation, data deletion requests, recognizing phishing/scams.
Service Provider Resources
Trade license uploads, rating improvement tips, tax compliance guides, payout troubleshooting.
Before You Contact Us
To ensure the fastest resolution, please have the following ready when you call or email us:
- Your registered phone number/email
- Booking ID (if applicable)
- Screenshots or photos of the issue
- Any prior communication references
For refund or dispute claims, include dated evidence of the problem (e.g. photos of defective work, message logs, third-party assessments).
Do not share passwords, PINs, or full M-PESA transaction codes with anyone claiming to be HomecareHub support — we will never ask for these. All legitimate support interactions occur only through the official channels listed above.