FAQ
Commonly asked questions about the WASHapp's functionality are answered here
General Questions
Commonly Asked Questions
What is WASHapp?
WASHapp is a platform designed to make it easier to find, purchase, and receive top-quality water, sanitation, and hygiene (WASH) products and connect with both installers and WASH professionals. It also provides opportunities for users to earn commissions by recommending products and helps promote clean water solutions throughout the world.
Who can use the app?
The WASHapp is perfect for anyone in need of essential WASH products. Whether you’re a homeowner, a project manager, or someone looking for expert guidance on a WASH project, the app simplifies your search for reliable products and services. It’s also ideal for those who want to take advantage of its reward system to save and earn—all in one user-friendly platform.
Why is access to WASH products important?
Clean water, sanitation, and hygiene are essential for health and well-being, preventing diseases, and improving quality of life.
How can I contribute in making an impact with WASHapp
By using the app, recommending products, or forming groups, you’re helping promote access to clean water, sanitation and hygiene.
Is the WASHapp free to use?
Yes, downloading and using the WASHapp is free. Only spend money on the products or services that you need!
How do I load up my e-wallet?
You can easily deposit funds into your WASHapp e-wallet through mpesa. Access this section by clicking on the wallet icon at the bottom of the app page.
Are payments secure?
Yes, all transactions are processed through secure payment gateways to ensure your money is protected.
How do I reset my password?
Use the “Forgot Password” option on the login page to reset your password.
Can I cancel an order after placing it?
Once an order is placed the order fulfillment process starts. If you notice a problem with your order, upon receiving the delivery you will have the opportunity to raise a dispute.
Are there any hidden fees for purchase or delivery?
No, all fees are displayed at checkout. There are no hidden costs.
Are there any withdraw or deposit fees?
Standard cell carrier charges apply to top up your account. WASHapp’s gateway service provider charges for withdraws, refer to WASHapps terms of service agreement for the cost breakdown.
How do I withdraw money from the e-wallet?
You can easily withdraw your WASHapp e-wallet funds to your mpesa or to a select list of bank accounts. Access this section by clicking on the wallet icon at the bottom of the app page.
User Data
Does the app collect my location?
Yes, WASHapp needs to have access to your location for order and service fulfillment processing.
What kind of data does the app collect?
The app collects basic information like your name, email address, phone number, and delivery address. It may also collect data related to your purchases, preferences, and location to enhance your user experience.
Will my data be shared with third parties?
Data may be shared with service providers, affiliates, and delivery logistics companies.
What happens if I use the app on multiple devices?
Your account and data will sync across devices so you can enjoy a seamless experience. However, ensure that your login credentials are secure to prevent unauthorized access and note that only one phone number can be used per account, this number must be active to receive any delivery.
Deliveries
How much does WASHapp charge for delivery?
WASHapp offers FREE delivery throughout Kenya.
Do you deliver across Kenya?
If your order is accepted upon checkout then your order will be delivered. An error message will appear during checkout if your location is not covered within our delivery area.
How long does delivery take?
Delivery times vary depending on your location and the product. Every product is estimated to arrive within 48 hours of placing your order.
What if my product is damaged during delivery?
Contact support immediately through the dispute button upon the delievry of your order. WASHapp will work to resolve the issue and your product will be taken back with the driver.
Do you deliver to rural areas?
Yes, we strive to ensure that products are accessible even in rural areas.
Installers & WASH Professionals
How do you find an installer or WASH professional?
Navigate to the home page, click on “Find Installers and WASH professionals on the top of the page, select the type of service, then select the service provider who will suit your project.
What are Installers & WASH Professionals within WASHapp?
In WASHapp, Installers and WASH Professionals represent certified individuals and experts within the Water, Sanitation, and Hygiene (WASH) sector. They are registered on the platform to connect communities, organizations, and individuals with skilled professionals for WASH-related projects. Here’s a breakdown of their roles:
Installers:
These are certified professionals registered on WASHapp who specialize in WASH infrastructure. They may focus on:
New Installations: Setting up new water and sanitation systems.
Repairs & Maintenance: Ensuring existing equipment operates efficiently.
Both Services: Handling a wide range of WASH equipment and system needs.
WASH Professionals:
These encompass a wider group of experts in the WASH sector, such as engineers, project managers, health officers, and community outreach specialists.
WASHapp acts as a bridge, enabling users to identify and connect with certified Installers and WASH Professionals. Whether it’s a small repair or a large-scale project, the platform provides access to the right expertise, fostering professional and sustainable WASH solutions.
Are Installers & WASH Professionals employees or subcontractors of WASHapp?
Installers and WASH Professionals are not employees or subcontractors of WASHapp. They are independent third-party individuals or contractors who other WASHapp users can connect with through WASHapp.
How does WASHapp vett Installers & WASH Professionals
Installers and WASH Professionals are privately invited to WASHapp and undergo a thorough vetting process. This includes academic document verification, police background checks, and meeting the required standards to independently provide skilled and professional services. WASHapp acts solely as a platform to connect professional with customers.
Who sets the rates of Installers & WASH Professionals in WASHapp?
Each Installer and WASH Professional is responsible for setting the appropriate rates for each project that is requested by another WASHapp user. These costs are up to the mutual agreement and negotiation of the service provider and the client.
Are there any WASHapp fees associated with the Installer and WASH Professional services?
To offer our users with access to top quality professionals and to grow our database, WASHapp collects 3% of the gross service charge from the installer and WASH professional.
Can I pay the Installer or WASH Professional outside of WASHapp?
WASHapp conducts regular audits of service providers and internal systems to ensure compliance. Any service providers or customers found to be transacting outside of WASHapp e-wallet will have their account access removed.
What happens if I submit a request for quotation to a service provider and we do not agree on the cost terms or timeline?
Reject the quotation for any reason you do not agree with. You may then communicate the reason for the decline with the service provider and ask them to share a new quote on the same project, according to your mutual agreement.
Escrow Account
What is an escrow account, and why is it being used?
An escrow account is a secure, third-party account where your funds are held temporarily after you confirm an order for a product or service through WASHapp. The funds are only released to the provider or seller after the product has been delivered or the service has been completed to your satisfaction.
Why does WASHapp use an escrow system?
The escrow system ensures security and trust for both customers and service providers. It protects your money while ensuring providers deliver according to the agreements, fostering a fair and transparent transaction process.
When are funds released from the escrow account?
Funds are released only after:
- You confirm that the product has been delivered.
- You confirm that the service has been completed to your satisfaction.
Is there a fee for using the escrow system?
The escrow service is built into WASHapp’s platform to enhance security and trust. Any associated fees are included in the transaction cost, so there are no surprises.
What if the product or service provider does not deliver?
If the provider fails to deliver the product or service within the agreed timeframe, you can raise a dispute through the app. In such cases, the funds will remain in escrow until the issue is resolved, and you may be eligible for a refund.
Incentives & Earning
Referral & Commission System
How do I start earning commissions?
Earning commissions is simple, anyone can start earning commissions by registering a WASHapp customer account, purchasing any one product, and then sharing WASHapp referral codes through standard communication channels.
Can I refer myself to earn commissions?
No, you cannot refer yourself or use your own referral code to make a purchase.
How will I receive my commission payments?
Once a product purchase has been completed using the referral code you shared and the product delivery has been confirmed, your commission will appear in your WASHapp e-wallet.
How does the referral commission work?
When you recommend a product using your unique referral code, you earn a commission if the person you referred purchases a product.
Does the person I recommend a product to get any benefits?
Yes, the person you recommend a product to will receive a special discount on their purchase if they use your referral code.
When will I receive my commission?
Commissions are paid out after the referred buyer completes their purchase and the delivery is confirmed.
What happens if the person I referred doesn’t use my code?
You won’t earn a commission unless the referred person uses your unique code during their purchase.
Is there a limit to how many people I can refer?
No, there is no limit. The more people you refer who make purchases, the more you can earn.
Group Referrals
How do I start earning increased group commissions?
Earning increased group commissions is simple, anyone can start earning by registering a WASHapp customer account, purchasing any one product, creating a group, and then sharing a WASHapp group referral code through standard communication channels.
What is a group promotion?
Group promotions allow users to create groups where members can make purchases together, unlocking increased commissions for the group “activator” once conditions are met, and increased discounts for the group members.
How do I create a group?
A group is created under your user account setting page. Go to your account info, click on “Groups” then click the + sign on the top right and add your members, then click “next”, name the group, then click “Create” on the top right corner. Your group has now been created!
How long does a group promotion last?
Group promotion codes expire after 6 hours of their creation, codes will not be active after this time window. It is important for you to follow up with with all your group members to encourage them to make a purchase within this time window for you to make increased commission!
Can I invite people to my group who don’t have the app?
No. The people you add to your group have to be registered users of the app first. Help your potential members download WASHapp by sharing a link from the Google Play store!
What qualification must be met for increased group commissions?
The group must consist of at least 10 people with a minimum of 70% of the members making a purchase within 6 hours of the groups creation. The activator will receive standard commission if these conditions are not met.
When will the group activator receive their commission?
The commission will be paid once all group orders are completed and delivery is confirmed.
Discounts
How do I qualify for discounts?
You must be a registered customer on WASHapp. Discounts are available upon check out when you use a promo code that was shared with you by another user.
Can I use a promo code more than once?
No, promo codes can only be used once per customer.
What should I do if my promo code doesn’t work?
Ensure the code is entered correctly, enter the letters in capital if they are in capital and vice versa. If the issue persists, contact our support team through the app.