Talk to the right team, fast.
Choose what you need help with below. We route hiring to WhatsApp, payments to support, and disputes to our review team within 24 hours.
I want to hire help
WhatsApp · Usually within 4 hours on weekdays
Live-in nanny, dayburg nanny, caregiver, or a one-off deep clean. Tell us your neighbourhood and we send curated profiles.
WhatsApp our matching teamI want to join as a worker
Self-serve · Application review in 3-5 business days
Apply through the app first. Police clearance, ID, and First Aid certificate are required before approval.
Start on the Join pageM-Pesa or payment issue
Support email · Within 1 business day
Placement fee, booking payment, or payout not reflecting. M-Pesa processing is handled via Safaricom; we can trace transactions on our side.
Email support with receiptDispute, refund, or replacement
Support email · Reviewed within 24-48 hours
No-show, cancellation, or a placement that did not work out. Disputes must be raised within 24 hours with written details.
Open a dispute by emailAccount, privacy, or deletion
Self-serve · Deletion completes after 30 days
Update your details, exercise data rights under the Kenya Data Protection Act, or permanently delete your account.
See delete account stepsWorker skills assessment visit
Phone · We call back same day if you leave a message
Approved applicants attend a short in-person competency chat at our Nairobi office. Visits are by appointment only.
Call to schedule4 hrs
Hiring enquiries (WhatsApp)
Weekday matching requests
24-48 hrs
Dispute review
From support@mynanny.co.ke
1 day
Payment tracing
With valid M-Pesa code
30 days
Account deletion
After in-app confirmation
Dispute handling
Try in-app chat first
Most issues resolve when employer and worker communicate through the platform. Keep messages there so our team can review if needed.
Email support within 24 hours
Send written details to support@mynanny.co.ke with screenshots, booking date, and the outcome you need.
Team decision
A Mynanny team member reviews your case and responds with a final decision. Refund rules depend on who cancelled and when.
Refund rules
| Worker no-show (home nanny) | 100% refund to employer |
| Worker cancels before start | 100% refund to employer |
| Employer cancels within 24 hrs of start | 50% refund to employer |
| Employer cancels 15+ mins before start | 10% carried to next booking |