Help Center

Get answers to common questions and find support resources

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Student Guide

How do I create an account? ▼

1. Click on "Sign Up" or visit student-register.html

2. Fill in your details: name, email, phone, student ID, university, course, and year

3. Create a strong password

4. Verify your email address

5. Your account is ready to use!

How do I search for houses? ▼

Use the search bar on the homepage:

• Enter location (e.g., "Chuka", "Near University")

• Set your budget range

• Filter by bedrooms, bathrooms, amenities

• Sort by price, rating, or newest listings

• Click on a property to view details

What does the 100 KSH access token cover? ▼

The 100 KSH token provides access to:

  • View detailed property listings
  • Contact landlords directly
  • Message landlords
  • Make bookings
  • Valid for 30 days
How do I make a booking? ▼

1. Find the house you want

2. Click "Book Now"

3. Select check-in and check-out dates

4. Review the booking details and price

5. Complete the payment

6. Receive booking confirmation via email/SMS

How do I leave a review? ▼

• You can only review properties you've booked

• After checkout, you'll see a "Leave Review" button

• Rate on 5 stars and different categories

• Add photos and detailed comments

• Your review helps others make informed choices

How do I save properties? ▼

• Click the heart icon on any property to save it

• Access saved properties from your "Favorites" section

• Add notes to remember why you saved it

• Set reminders to follow up on properties

How do I message a landlord? ▼

• Click "Message" on the property page

• Ask questions about the property

• Negotiate terms

• Set up viewings

• Landlords typically respond within 24 hours

What is Trust Score? ▼

Trust Score (0-100): Shows how reliable you are as a tenant

Factors that increase it:

  • Completing bookings on time
  • Positive reviews from landlords
  • Quick responses to messages
  • Following house rules

Higher trust score = better booking opportunities

How do I cancel a booking? ▼

Cancellation Policy:

  • 7+ days before check-in: Full refund
  • 3-7 days before: 50% refund
  • Less than 3 days: No refund

Contact the landlord to discuss cancellation terms

Landlord Guide

How do I register as a landlord? ▼

1. Click "Landlord Portal" → "Register"

2. Provide your details: name, email, phone, national ID

3. Create a secure password

4. Verify your email

5. Complete your profile

6. Start listing properties!

How do I add a property? ▼

1. Go to "My Properties" in your dashboard

2. Click "Add Property"

3. Fill in details:

  • Property name and location
  • Price per month/day
  • Number of bedrooms/bathrooms
  • Amenities and features
  • Description and house rules

4. Upload high-quality photos and videos

5. Submit for review and approval

What are the property listing requirements? ▼

Photos:

  • Minimum 5 clear photos
  • Include living areas, bedrooms, bathrooms
  • Good lighting, high quality

Information:

  • Accurate pricing
  • Clear property description
  • List all amenities
  • Specify house rules
How do I manage bookings? ▼

• View all bookings in your dashboard

• Confirm or reject booking requests

• Check check-in and check-out dates

• Communicate with tenants

• Mark properties as occupied/available

• Track payment status

How do I respond to reviews? ▼

• View reviews in the "Reviews" section

• Click "Respond" to any review

• Address concerns professionally

• Thank positive reviewers

• Keep responses helpful and appropriate

How do I withdraw earnings? ▼

Payment Methods:

  • M-Pesa (instant)
  • Bank transfer (2-3 business days)
  • PesaPal

• Minimum withdrawal: 1,000 KSH

• No withdrawal fees

• Go to "Earnings" → "Withdraw"

What is property verification? ▼

Property verification ensures legitimacy:

  • Admin reviews property details
  • Checks photos for authenticity
  • Verifies landlord credentials
  • Protects both tenants and landlords

Verified properties appear higher in search results

How can I improve my listing visibility? ▼

• Use clear, detailed descriptions

• Upload 10+ high-quality photos

• Highlight unique amenities

• Respond quickly to inquiries

• Maintain excellent reviews

• Update listings regularly

• Set competitive prices

What if I have a problem with a tenant? ▼

Contact us for support:

1. Document the issue (photos, messages)

2. Contact support team immediately

3. File a formal complaint if necessary

4. ChukaCribs may mediate disputes

5. We can help resolve conflicts

General Questions

Is ChukaCribs safe to use? ▼

Security measures:

  • SSL encryption for all connections
  • Secure payment processing
  • Verified user accounts
  • Trust score system
  • Review verification
  • Property authenticity checks

Always use official ChukaCribs channels for communication

What payment methods do you accept? ▼

• M-Pesa (most popular)

• PesaPal

• Debit/Credit Card

• Bank transfer

All payments are processed securely

Do you charge commission fees? ▼

Pricing:

  • Student access token: 100 KSH (30 days)
  • Landlord listing: FREE
  • Booking commission: 5% (from landlord)
  • Payment processing: 2.5%
How do I change my language preference? ▼

Currently available languages:

  • English
  • Kiswahili
  • French

Select your preferred language from the settings menu

How do I delete my account? ▼

1. Go to Account Settings

2. Click "Delete Account"

3. Confirm your decision

4. Your data will be permanently deleted

Note: This action cannot be undone

Is there a mobile app? ▼

Our website is fully mobile-responsive

Install as PWA (Progressive Web App):

  • Open in mobile browser
  • Tap "Share" → "Add to Home Screen"
  • Access like a native app

Native apps coming soon!

How do I report a property or user? ▼

1. Open the property/profile page

2. Click "Report" button

3. Select reason for report

4. Add details and evidence

5. Submit - we'll investigate within 24 hours

Still need help?

Our support team is available 24/7 to assist you

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