Frequently Asked Questions

Creating an account is simple:

1. Click the "Register" button in the top navigation
2. Enter your email address and create a password
3. Verify your email address through the confirmation link
4. Complete your profile information
5. You're ready to start buying, selling, or renting!

Yes! Creating an account and browsing properties is completely free. Most transactions on our platform are conducted with low or no commission fees. Some premium services and featured listings may have optional charges.

For enhanced trust and compliance, we recommend completing KYC (Know Your Customer) verification. This includes:

• Uploading a valid government ID
• Proof of address
• Phone number verification

Verified users receive a trust badge and get priority in searches.

To list a property:

1. Log in to your account and go to your Dashboard
2. Click "Add New Property"
3. Fill in property details (location, price, features)
4. Upload high-quality photos
5. Submit for verification
6. Our team reviews and approves your listing

Note: All properties must be verified before appearing in listings to ensure quality and prevent fraud.

Property listings may not be visible if:

• Status is "Pending" - waiting for admin verification
• Status is "Rejected" - review feedback and resubmit
• Photos are blurry or inappropriate - upload clear images
• Information is incomplete - fill all required fields
• Property expired - click to renew the listing

Check your Dashboard for status updates and contact support if needed.

Property verification typically takes 24-48 hours. Our team reviews:

• Property details for accuracy
• Photos for quality and authenticity
• Price competitiveness
• Location information

You'll receive email notifications at each step of the verification process.

Verified properties have passed our quality checks:

• ✓ Seller/landlord identity confirmed
• ✓ Property details are accurate
• ✓ Photos are genuine and high-quality
• ✓ Price is competitive and realistic
• ✓ Legal compliance requirements met

Verified properties earn a blue checkmark and receive more visibility.

Yes! We prioritize security through:

• SSL Encryption: All data is encrypted in transit
• KYC Verification: Both parties are verified
• Secure Payment Gateway: PCI-DSS compliant
• Audit Trail: All transactions are logged
• Fraud Detection: Advanced monitoring systems
• 24/7 Support: Immediate assistance if issues arise

We accept multiple payment methods:

• M-Pesa (Kenya)
• Bank transfers
• Credit/Debit cards (Visa, Mastercard)
• International payment methods

All transactions are processed securely and instantly confirmed.

We keep our fee structure simple and transparent:

• Direct transactions: No commission
• Platform-facilitated: 2-3% (clearly disclosed)
• Featured listings: Optional upgrade fees
• Premium services: Priced individually

All fees are disclosed before any transaction. No hidden charges!

Withdrawal timelines:

• M-Pesa: Instant (1-5 minutes)
• Bank transfer: 1-3 business days
• International: 5-7 business days

You can track the status in your Dashboard. Processing fees may apply for certain methods.

Easy 4-step booking process:

1. Go to Cleaning Services → Book Now
2. Select your service type and location
3. View real-time pricing
4. Confirm booking and payment

You'll receive instant confirmation and can track your booking in real-time.

Yes! All service providers undergo verification:

• ✓ Background checks
• ✓ Experience verification
• ✓ Client reviews and ratings
• ✓ Insurance and licensing

Only verified providers with good ratings can serve on our platform.

Steps to resolve:

1. Use the "Report Issue" button in your transaction
2. Describe the problem in detail
3. Upload supporting documents/screenshots
4. Our support team will investigate within 24 hours
5. We'll facilitate resolution or refund if necessary

Contact support anytime: support@walbrand.co.ke

Multiple support channels available 24/7:

• 📞 Phone: +254113906162
• 📧 Email: support@walbrand.co.ke
• 💬 WhatsApp: +254113906162
• 💭 Live Chat: Available on website

Average response time: under 2 hours

Refund eligibility:

• Within 7 days: Full refund for any reason
• After 7 days: Refund only for documented errors
• Fraud cases: Immediate investigation and restitution

Refunds are processed within 3-5 business days to your original payment method.