Support

Open the booking in the app. The cancellation window and any charge are shown before you confirm, so you always see the cost of changing your mind before you commit to it.

By card through a secure checkout, or in cash to your provider at the appointment. Your card details never touch BuuQ — the payment page is handled by our payment processor. A cash booking is confirmed straight away and marked paid once your provider confirms they have received the money.

Raise a dispute from the booking in the app. We review the booking record, the chat and the payment, and mediate between you and the provider. Do this rather than simply cancelling, so there is a record.

A refund of a card payment is returned to the card you paid with; how long it takes is up to your bank and outside our control. Cash cannot be refunded by BuuQ, because we never received it — that is between you and your provider, though we will mediate.

On the booking itself in the app, under the date. Quoting it in an email is the quickest way for us to find exactly the appointment you mean.

Use the report option on the provider profile or the review. Reports go to our moderation queue and are looked at by a person, not a filter.

Open the chat and use the menu in the top right, or the menu on a provider profile, and choose Block. Blocking stops messages and new bookings in both directions and hides their listings from you. They are not told. Manage or lift a block from Account → Blocked Accounts. Blocking is separate from reporting — report anything a moderator should see.

In the app, go to Account → Delete Account. It lists what is erased and what we must keep, asks you to type DELETE, and takes effect immediately — there is no waiting period and it cannot be undone. If you cannot open the app, email privacy@buuq.co.ke from the address on your account with "Delete my account" as the subject; we acknowledge within 7 days and complete within 30. You do not need to close your account to remove individual photos or listings.