Frequently Asked Questions

How does DobiKisasa work?

Place an order, select your basket count and package. A rider will pick up your laundry from your door, deliver it to a local laundry partner, and return your clean clothes within 48 hours. You pay after receiving your laundry via mobile money.

What areas do you cover?

We currently operate in Dar es Salaam, Arusha, Mwanza, and Dodoma. More cities are being added soon — select your region when placing an order.

How do I pay?

Payment is made after delivery via M-Pesa, Tigo Pesa, or Airtel Money. You will receive a payment prompt on your phone when your order is delivered.

Can I cancel my order?

Yes — you can cancel for free before a rider is dispatched. Once the rider is en route, cancellation is not available in the app. Contact support on +255 715 166 699.

What if my clothes are damaged or missing?

Report within 24 hours of delivery by contacting us on WhatsApp or phone. We will investigate with the partner and rider. Verified claims are compensated up to the order value.

How many baskets can I order?

You can order 1–10 baskets per order. A basket holds approximately 5–8 garments depending on size.

When will I get my laundry back?

Within 48 hours. A countdown timer is shown in your order tracking screen. You will be notified via SMS at each step.

Can I rate my experience?

Yes — after you complete payment, you can rate the rider, the laundry partner, and the DobiKisasa platform (1–5 stars each).

Is my phone number safe?

We use your phone number only for order communications and payment processing. We never share it with third parties for marketing. See our Privacy Policy for full details.

How do I become a rider?

Contact us on WhatsApp (+255 715 166 699) or email dobi@dobikisasa.co.tz. You will need a valid National ID, driving licence, and vehicle registration.

How much will I earn?

Riders earn 30% of the order value. For example, on a TZS 20,000 order, you earn TZS 6,000. Earnings are credited immediately after the customer pays.

When do I get paid?

Earnings are credited to your DobiKisasa account after payment is confirmed. You can withdraw to your mobile money account at any time.

What if I cannot complete a delivery?

Contact the admin immediately through the app or call +255 715 166 699. Do not abandon an order without notice — this may result in deactivation.

Can I choose my own hours?

Yes. Toggle your availability status in the app. You only receive job assignments when you are online.

What happens if I get a low rating?

Ratings below 3.5 stars over 10+ orders will be reviewed. You may be temporarily paused and contacted for coaching. Persistent poor service may result in deactivation.

How do I become a laundry partner?

Contact us on WhatsApp or email. We onboard local laundry businesses across Tanzania that can meet our 48-hour turnaround standard.

What is my revenue share?

Partners receive 60% of each order value. DobiKisasa retains 10% as a platform fee and 30% goes to the rider.

How do I receive my earnings?

Earnings are credited to your DobiKisasa account after the customer pays. Choose between immediate, weekly, or monthly withdrawal to your mobile money account in your profile settings.

What if I cannot finish an order on time?

Report a delay immediately through the app. DobiKisasa will notify the customer. Repeated delays will affect your rating and partner status.

Who counts the clothes?

The pickup rider counts items at the customer's door. You re-count and confirm receipt when the rider delivers to you. Discrepancies must be raised before accepting the order.

How do I contact support?

WhatsApp: +255 715 166 699 · Phone: +255 715 166 699 · Email: dobi@dobikisasa.co.tz · Online orders accepted 24/7. Personal interactive support: Mon–Fri 8am–5pm, Sat 9am–3pm. On Sundays, our Mama Fua Digital Agent is available for automated assistance.

Is DobiKisasa registered in Tanzania?

Yes. DobiKisasa operates as a registered business entity under Tanzanian law.

How do you handle complaints?

Email or WhatsApp us. We aim to respond within 24 hours. For unresolved disputes, you may contact the Tanzania Consumer Advocacy Society (TCAS) or the Business Registrations and Licensing Agency (BRELA).