Help & Support
This Help & Support guide is for Clients, Providers, and Academy trainees. It explains how to get help, what to expect from our support team, and answers the most common questions we receive. If you can't find what you need below, contact us — every channel reaches a real person at Haandi.
1. How to Reach Us
| Channel | What it's for | Hours |
|---|---|---|
| In-app chat | Fastest support for Bookings, payments, and Account issues | 06:00–22:00 daily (CAT) |
| WhatsApp +250 7XX XXX XXX | All issues, especially booking-related | 06:00–22:00 daily |
| USSD *XXX# (Help menu) | For users without smartphone access | 24/7 |
| Email support@haandi.rw | Detailed queries; document submissions; complaints | Replies within 1 business day |
| Phone +250 7XX XXX XXX | Urgent issues during a Booking | 06:00–22:00 daily |
| Walk-in Haandi Office, Kigali | Provider onboarding, Academy enquiries, escalations | Mon–Fri 08:00–17:00 |
2. Service-Level Targets
| Issue type | First response | Resolution target |
|---|---|---|
| Booking emergency (Provider didn't arrive, safety issue) | ≤ 15 minutes | ≤ 1 hour |
| Payment issue (MoMo failure, double charge) | ≤ 30 minutes | ≤ 24 hours |
| Service-quality complaint | ≤ 2 hours | ≤ 48 hours |
| Refund request | ≤ 4 hours | ≤ 5 business days |
| Account / login issue | ≤ 4 hours | ≤ 24 hours |
| Provider onboarding query | ≤ 1 business day | ≤ 5 business days |
| General enquiry | ≤ 1 business day | ≤ 7 business days |
3. Frequently Asked Questions — for Clients
How do I book a service?
Open the Haandi app, dial *XXX#, or message us on WhatsApp. Choose the service, date, time, and address. Confirm payment via MoMo. Done — your booking is matched to a verified Provider in your area.
Are Haandi providers vetted?
Yes. Every Provider passes (a) national-ID verification, (b) Police clearance, (c) Haandi Academy certification or recognised equivalent, and (d) on-platform ratings. Providers below 3.0★ after 20 jobs are suspended.
How does payment work?
You pay through MoMo. Funds are held in a Haandi escrow account and released to the Provider only after you confirm the service is complete (or after 24 hours if you don't dispute). This protects both parties.
What happens if I'm not satisfied with the service?
Tell us within 24 hours via in-app chat or WhatsApp. Under our Service Guarantee, we'll arrange a re-service at no cost — or, where re-service is not possible, refund up to the full Booking value (see Refund Policy).
Can I cancel a Booking?
Yes — see clause 4.4 of our Terms. Free up to 6 hours before the scheduled start; partial charges for closer cancellations.
What if the Provider damages something at my home?
Report it within 24 hours with photos and details. Our Insurance Partner covers verified property damage above RWF 100,000 per incident, up to RWF 5,000,000 per claim. Smaller items are remediated by the Provider directly under our service guarantee.
Can I request the same Provider again?
Yes — tap "Re-book" in the booking history, or save them as a favourite. Subject to their availability.
How are prices set?
Prices are published, not negotiated. They are calibrated to Rwandan purchasing power and include all taxes plus our 12% Service Fee. Some technical jobs (e.g., complex plumbing) may be quoted on-site.
Do you operate outside Kigali?
From late 2027, yes — we are expanding to Huye, Musanze, Rubavu, and Muhanga. Until then, Kigali only.
4. Frequently Asked Questions — for Providers
How do I become a Haandi Provider?
Apply through the Haandi Academy — visit our office in Kigali or apply via the app. Successful applicants enrol in a 2–8 week certification course, then graduate onto the platform. Training is free upfront; you repay 5% of your Haandi earnings for the first 6 months.
Do I need to bring my own tools?
For most categories, yes. The Academy provides a starter kit on graduation in some specialities (e.g., a basic cleaning kit). Specialised tools (plumbing, electrical) remain Provider-owned, with optional equipment cover under the micro-insurance bundle.
When and how do I get paid?
Within 60 seconds of the Client confirming completion (or automatically after 24 hours if no dispute). Payment is made directly to your registered MoMo account. Haandi takes a 12% Service Fee (lower at Gold/Platinum tiers).
How does the rating system work?
Clients rate every Booking on a 5-star scale. Your average rating is visible to other Clients. Below 3.5★ triggers coaching; below 3.0★ after 20 jobs may lead to suspension. Quality is the platform's most important asset.
How do I move up the career tiers?
Bronze → Silver (50+ jobs, 4.2★, 3 mo active) → Gold (200+, 4.5★, 6 mo) → Platinum (500+, 4.7★, 12 mo) → Team Leader (Platinum + leadership training). Higher tiers earn more and pay lower commission.
What if a Client refuses to pay?
Because all payments go through MoMo escrow, this rarely happens. If it does, contact support immediately. Haandi will mediate and, where appropriate, release escrow funds to you.
Can I work for myself outside Haandi too?
Yes — but you must not solicit Haandi Clients off-platform. That is a material breach of the Provider agreement.
What insurance do I have while working?
All Bookings are covered by Haandi's group public liability and professional indemnity insurance. You can also opt into the Provider Micro-Insurance Bundle (personal accident, health top-up, income protection, equipment, funeral plan) — premiums deducted from earnings.
5. FAQs — for Academy Trainees
Do I need to pay for training?
No upfront payment. After graduation, you repay 5% of your Haandi platform earnings for the first 6 months. Estimated total repayment: RWF 42,000.
What do I need to enrol?
Be 18+, hold a valid national ID, be willing to complete the full course, and be ready to onboard onto the Haandi platform after graduation.
Are courses recognised by the Government?
Haandi Academy curricula are aligned with Rwanda TVET Board (RTB) short-course standards. We have applied for formal RTB short-course provider accreditation; that work is in progress.
6. Reporting Safety Issues
If you ever feel unsafe during a Booking — Client or Provider — leave the location immediately and call our support line at +250 7XX XXX XXX. We will:
- Help you reach a safe place;
- Document the incident;
- Escalate to Rwanda National Police where appropriate;
- Offer follow-up support and, if needed, suspend the other party's account pending investigation.
In an emergency, dial 112 (police) or 911 directly before contacting Haandi.
7. Filing a Complaint
- Contact support via in-app chat, WhatsApp, or email.
- Provide the Booking ID, dates, photos, and a brief description.
- You will receive a complaint reference number within 4 hours.
- We aim to resolve service-quality complaints within 48 hours.
If you are not satisfied with our response, you may escalate to complaints@haandi.rw, which is reviewed by a senior manager outside the original support team. Final escalation: KIAC mediation per Terms & Conditions clause 15.
8. Accessibility
Our app supports screen readers and large-text settings. Our USSD service is available to all phones (no smartphone or data required). Customer support is provided in Kinyarwanda, English, and French. We are continually improving accessibility — feedback to accessibility@haandi.rw.
9. Stay Updated
- Follow Haandi on Facebook, Instagram, and TikTok (@haandirw)
- Subscribe to our newsletter via the app for tips, offers, and Academy intake dates
- Help-centre articles are updated monthly at help.haandi.rw
10. Tell Us How We're Doing
Email feedback@haandi.rw with suggestions or compliments. Every message is read by a human at Haandi.