Frequently Asked Questions

Creating a Kwika account is easy:

1. Click the "Sign Up" or "Register" button on the homepage
2. Enter your email address and create a secure password
3. Fill in your personal details (name, phone number, etc.)
4. Verify your email address by clicking the link sent to your inbox
5. Complete your profile by adding delivery addresses and payment methods

If you've forgotten your password:

1. Click "Login" and then "Forgot Password"
2. Enter the email address associated with your account
3. Check your email for a password reset link
4. Click the link and follow the instructions to create a new password
5. Use your new password to log in

If you don't receive the email within a few minutes, check your spam folder or contact customer support.

To update your profile information:

1. Log in to your Kwika account
2. Click on your name or profile icon in the top right corner
3. Select "My Profile" or "Account Settings"
4. Edit your personal information, delivery addresses, or payment methods
5. Click "Save" or "Update" to confirm your changes

Yes, you can save multiple delivery addresses in your account. This is useful if you frequently order to different locations (home, work, etc.). To add a new address:

1. Go to your account settings
2. Select "Addresses" or "Delivery Information"
3. Click "Add New Address"
4. Enter the address details and save

During checkout, you'll be able to select which saved address you want to use for that specific order.

You can track your order in several ways:

1. Log in to your account and go to "My Orders" or "Order History"
2. Click on the specific order to view its current status
3. Check the tracking information provided in the order confirmation email
4. Use the order tracking feature on our website or mobile app

Order statuses typically include: Confirmed, Preparing, Out for Delivery, and Delivered.

Order changes or cancellations depend on the order status:

• Just placed: You may be able to cancel through the "My Orders" section
• In preparation: Contact customer support immediately to request cancellation
• Out for delivery: Cancellation is generally not possible at this stage

For the best chance of successful cancellation, act quickly after placing your order. Once a vendor begins preparing your items, cancellation may not be possible.

If your order is taking longer than the estimated delivery time:

1. Check the order status in your account to see if there are any updates
2. If the status shows "Out for Delivery," allow a little extra time for traffic or other delays
3. If significant time has passed beyond the estimated delivery window, contact customer support

We monitor deliveries and may proactively contact you if there's a significant delay. In some cases, you may be eligible for compensation if your order is substantially delayed.

If items are missing from your order:

1. Check your order confirmation to verify what was ordered
2. Contact customer support within 24 hours of delivery
3. Provide your order number and details of the missing items
4. Our team will investigate and arrange for a refund or redelivery of missing items

Please note that some items may be unavailable and refunded at the time of ordering, which would be noted in your order confirmation.

We accept a variety of payment methods:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Digital wallets (Apple Pay, Google Pay)
• Kwika gift cards and promotional credits

Payment options may vary slightly by location and vendor. The available payment methods will be displayed during checkout.

If you're eligible for a refund:

1. Refunds are processed to the original payment method used for the order
2. Processing time typically takes 3-5 business days, depending on your bank
3. You'll receive an email confirmation when the refund is initiated
4. For credit/debit cards, the refund may appear as "pending" before being fully processed

In some cases, we may offer store credit instead of a refund to your original payment method, especially for promotional or partial refunds.

Payments may be declined for several reasons:

• Insufficient funds in your account
• Incorrect card information (number, expiration date, CVV)
• Your bank's fraud prevention system flagged the transaction
• The card has expired or been canceled
• You've reached your card's spending limit

If your payment is declined, try using a different payment method or contact your bank for more information about why the transaction was rejected.

To apply a promotional code:

1. Add items to your cart and proceed to checkout
2. Look for the "Promo Code" or "Discount Code" field
3. Enter your code exactly as it appears (codes are case-sensitive)
4. Click "Apply" to see the discount reflected in your order total

Note that some promotional codes have restrictions, such as minimum order amounts, specific vendors, or expiration dates. If your code isn't working, check the terms and conditions associated with the promotion.

We carefully select vendors based on several criteria:

• Quality of products and services
• Health and safety standards
• Customer reviews and ratings
• Reliability and consistency
• Ability to meet delivery requirements

All vendors undergo a thorough vetting process before being added to our platform, and we continuously monitor performance to ensure they maintain our standards.

Prices on Kwika may sometimes differ from in-store prices for several reasons:

• Vendors may set different prices for delivery orders
• Some vendors include service fees in their item pricing
• Special in-store promotions may not be available on the platform
• Prices may be adjusted to account for platform fees and delivery costs

We work with vendors to keep prices as consistent as possible, but some variation may occur. The prices you see in the app at checkout are the final prices you'll pay.

To leave a review for a vendor:

1. Log in to your Kwika account
2. Go to "My Orders" or "Order History"
3. Find the order from the vendor you want to review
4. Click on "Leave Review" or "Rate Your Experience"
5. Rate the vendor and products, and add any comments
6. Submit your review

Your honest feedback helps other customers make informed decisions and helps vendors improve their service.

When a product is out of stock:

• The vendor may contact you to suggest alternatives
• If you've enabled substitutions, the vendor may replace it with a similar item
• If no substitution is available or allowed, the item will be removed from your order and you won't be charged for it
• You'll receive notification about any changes to your order

You can set your substitution preferences during checkout or in your account settings.

If you're experiencing technical issues with the app:

1. Close and restart the app
2. Check for app updates in your device's app store
3. Ensure your device's operating system is up to date
4. Clear the app cache (in your device settings)
5. If problems persist, uninstall and reinstall the app

If these steps don't resolve the issue, please contact our technical support team with details about your device, operating system version, and the specific problem you're experiencing.

To enable notifications for the Kwika app:

On iOS:

1. Go to your device Settings
2. Scroll down and tap on "Kwika"
3. Tap on "Notifications"
4. Toggle "Allow Notifications" on

On Android:

1. Go to your device Settings
2. Tap on "Apps" or "Applications"
3. Find and tap on "Kwika"
4. Tap on "Notifications"
5. Enable notifications

You can also manage notification preferences within the app settings to choose which types of notifications you want to receive.

Yes, your payment information is secure. We take several measures to protect your data:

• All payment information is encrypted using industry-standard protocols
• We comply with PCI DSS (Payment Card Industry Data Security Standard)
• We don't store complete credit card information on our servers
• Our payment processing is handled by trusted third-party providers with robust security measures
• We regularly audit and update our security systems

For additional security, you can enable two-factor authentication on your account and regularly update your password.

To delete your Kwika account:

1. Log in to your account
2. Go to "Account Settings" or "Profile"
3. Scroll to the bottom and look for "Delete Account" or "Close Account"
4. Follow the prompts to confirm your decision
5. You may need to enter your password to verify your identity

Please note that account deletion is permanent and will remove all your data, including order history, saved addresses, and payment methods. If you have any pending orders, please wait until they are completed before deleting your account.

If you're experiencing issues with our service, we encourage you to contact customer support before deleting your account, as we may be able to resolve your concerns.