Help Center
Find answers to common questions and get the help you need to make the most of Bellina
Creating a customer account is simple:
- Download the Bellina app from the App Store or Google Play
- Tap "Sign Up" on the welcome screen
- Enter your email address and create a secure password
- Verify your email address through the confirmation link
- Complete your profile with basic information
- Start browsing and booking services!
To become a service provider on Bellina:
- Download the Bellina app and create an account
- Select "Become a Provider" during registration
- Complete the verification process with required documents
- Set up your business profile and service offerings
- Upload portfolio images and certifications
- Set your availability and pricing
- Wait for approval (usually 24-48 hours)
All providers are verified to ensure quality and safety for our customers.
To add services to your profile:
- Go to "My Services" in your provider dashboard
- Tap "Add New Service"
- Select the appropriate category
- Enter service name, description, and duration
- Set your pricing
- Upload high-quality photos
- Submit for review
Services are reviewed within 24 hours to ensure quality standards.
Bellina handles all payment processing securely:
- Customers pay upfront when booking
- Payment is held securely until service completion
- Funds are released after service confirmation
- You receive payments via M-Pesa, bank transfer, or Airtel Money
- Platform fee of 10% is deducted from each transaction
Payments are processed within 24-48 hours after service completion.
Finding the perfect service is simple:
- Use the search bar to find specific services
- Browse by category (Facial, Massage, Hair, etc.)
- Filter by location, price range, and ratings
- View provider profiles and portfolios
- Read reviews from other customers
- Check real-time availability
We accept multiple secure payment methods:
- M-Pesa (most popular)
- Airtel Money
- Credit/Debit Cards (Visa, Mastercard)
- Bank transfers
All payments are processed securely and encrypted for your protection.
Our cancellation policy is designed to be fair to both customers and providers:
- More than 24 hours before appointment: Full refund available
- 6-24 hours before appointment: Partial refund may be issued after case review
- Less than 6 hours before appointment: Partial refund may be issued after case review
Important: For any cancellation disputes or special circumstances, please use the in-app chat feature. Our support team will review each case individually and hear both sides of the story to ensure fair resolution. We aim to provide full refunds whenever possible, but partial refunds may be issued based on the specific situation and timing.
All approved refunds are processed within 2-3 business days to your original payment method.
If you need to delete your account:
- Go to Settings > Account Settings
- Scroll down to "Delete Account"
- Read the information about account deletion
- Enter your password to confirm
- Select a reason for leaving (optional)
- Confirm deletion
Important: Account deletion is permanent. You'll lose all booking history, reviews, and preferences. To deactivate your account temporarily, contact support.
Bellina charges a small platform fee to maintain our services:
- Customers: No booking fees - pay only the service price
- Service Providers: 10% platform fee on completed bookings
- Payment Processing:We do not charge any fees for withdrawals
These fees help us maintain the platform, provide customer support, and ensure service quality.
Try these solutions for common app problems:
App crashes or freezes:
- Force close and restart the app
- Restart your device
- Update to the latest app version
- Clear app cache (Android) or reinstall (iOS)
Slow loading or connectivity issues:
- Check your internet connection
- Switch between WiFi and mobile data
- Clear app cache
- Update the app
If your payment fails:
- Check your payment method has sufficient funds
- Ensure your card/mobile money is not expired or blocked
- Try a different payment method
- Clear app cache and try again
- Contact your bank/mobile money provider
- If issue persists, contact Bellina support
Note: If payment was deducted but booking failed, contact support immediately. Refunds are processed within 24 hours for such cases.
We're here to help! Contact us through any of these channels:
Our support team is available:
- Email Support: 24/7 (response within 1-2 hours)
- Phone Support: Monday - Sunday, 8:00 AM - 8:00 PM (EAT)
- Live Chat: Monday - Friday, 9:00 AM - 6:00 PM (EAT)
- Emergency Support: Critical issues handled 24/7
Emergency support is available for safety concerns, payment issues, and critical app problems.
Still need help?
Can't find what you're looking for? Our support team is ready to help you with any questions or concerns.