Frequently asked questions
Last updated 12 October 2026
Happy SI connects local shops and customers in one app: browse, buy, pay with M-Pesa and get it delivered, on the web or on WhatsApp.
1. What we stand for
Our job is to connect you with trustworthy local shops and make buying from them easy. We check shops before and after they join, as far as we reasonably can, and remove those that don't meet our standards.
Once you order, the sale is between you and the shop. The shop is the seller and is responsible for the product, returns and refunds. You can always contact each other directly, and if that doesn't work, we'll help you get in touch.
2. Shopping
Who sells the products?
Independent local shops. Each product page shows the shop selling it. Happy SI is the marketplace, not the seller.
How do you check the shops?
We can ask shops for identity documents such as a national ID, business registration or permits, a KRA PIN and working contact details, and we suspend shops that fail checks or receive serious complaints. Checks reduce risk but can't guarantee every shop's conduct.
How do I pay?
With M-Pesa, either through a prompt on your phone or by paying the shop's till or paybill and entering the confirmation code. Only pay to the numbers shown in the app.
Can I cancel an order?
Yes, until a rider has picked it up. If you've already paid, the shop is asked to refund you.
Something is wrong with my order. What do I do?
Contact the shop first; it decides returns and refunds. If you can't reach it or can't agree, email support@happysi.co.ke with your order number and we'll help.
Can I order on WhatsApp?
Yes. Shops that offer it show an order-by-WhatsApp link on their page.
3. Selling on Happy SI
How do I open a shop?
Open your shop with your mobile number and email, confirm your email, and we may ask for documents to verify your business.
What does it cost?
Opening a shop is free, and you start with a free period. Your full fee schedule appears in your dashboard once your shop is open, before anything is charged. See the Partner Terms.
How do riders work?
You add your own riders from your dashboard. They sign in to the rider app, receive your deliveries and share their location while a delivery is active.
4. Account and security
Why do I need to confirm my email?
It proves the address is yours, so we can reach you about your account and orders and keep fake accounts off the platform.
I forgot my password.
Use Forgot password. You confirm it's you by sending a short code on WhatsApp from your registered number.
Is my data safe?
We protect it and never sell it. See our Privacy Policy for what we collect and your rights.