Frequently asked questions

Isokko is Kigali's local marketplace and delivery app. We connect you with hundreds of stores and restaurants across the city so you can shop groceries, meals, electronics, fashion, beauty, household essentials and more, then have everything delivered to your door the same day.

We deliver across Kigali, Rwanda. Coverage stretches from the city centre out to Kicukiro, Nyarugenge, Gasabo, Kimironko, Kicukiro, Nyamirambo, Remera, Kimihurura, Gikondo, and the surrounding neighborhoods. If we cannot deliver to your address yet, the app tells you at checkout before you pay.

Groceries, fresh produce, meat, dairy, drinks, snacks, restaurant meals, household supplies, baby products, beauty and personal care, electronics, fashion, and more. Browse the Categories tab to see everything that's on the platform right now.

There is no platform-wide minimum. A few partner stores set their own minimum basket - the app shows it at the top of the store page and at checkout so there are no surprises.

Both work. You can shop the full catalogue at app.isokko.com on any browser, or download the Isokko app from the App Store or Google Play. Your cart, orders, addresses and saved payment methods sync across both.

Browse or search for what you want, tap Add to add items to your cart, then tap Checkout. You choose a delivery address, a payment method, and confirm. We send a push notification when the shopper accepts the order and another when it's on its way.

Yes - an account lets us send order updates, save your address for next time, and apply your promo and referral credits. You can sign up with an email, Google, or Apple account in under a minute.

Yes. Your cart can hold items from multiple stores. We split the basket into separate orders behind the scenes so each store fulfils its own items, and you only pay one delivery fee bundle at checkout.

Tap the search icon at the top of the screen and start typing. Live results show real products as you type - tap any card to jump straight to it, or press enter to see the full search page with filters for category, price, and on-sale items.

You decide upfront. Each item lets you choose 'replace with best alternative', 'contact me first', or 'refund the item'. The shopper follows your preference and we refund the difference automatically if a replacement costs less.

Most orders arrive the same day - typically within 30 minutes to a few hours, depending on how far you are from the store and how busy the shopper queue is. The app shows a live ETA on every order.

Yes. Open the order from the Orders tab and you'll see the status (Placed, Accepted, Shopping, Out for delivery, Delivered) plus the agent's live location once they're on the way to you.

Isokko's network of vetted delivery agents on motorbikes. The agent calls you when they're close so you can meet them at the gate if you prefer.

Standard orders go out as soon as a shopper accepts them. For scheduled groceries or larger orders, leave a note at checkout with the preferred time and we'll batch it for that window.

The agent calls the phone number on your account first. If you cannot answer, they wait a few minutes, then return the items to the store and we notify you. There's no fee if you reschedule the same day.

Delivery is calculated per order based on distance and basket size. The exact fee shows on the cart page before you confirm. Spend RWF 20,000 or more in a single store and that store's delivery is free.

Not yet - Isokko is Kigali-only today. We're expanding to other Rwandan cities; sign up to the newsletter (footer of the home page) to hear when we go live in yours.

MTN Mobile Money (MoMo), Visa, Mastercard, American Express, Apple Pay (on iOS), and cash on delivery. You can mix any of these across orders.

Yes. Card payments go through Stripe, a globally certified PCI-DSS Level 1 payment provider. Your full card number never touches Isokko's servers - we only store a token issued by Stripe that lets you re-use the card next time.

The moment you confirm checkout. You'll get the standard MoMo USSD prompt on your phone to approve the charge with your PIN. If you don't approve within a couple of minutes the order is cancelled and nothing is charged.

Pick 'Cash' at checkout and pay the agent in RWF when they hand over the order. Please have exact change ready when possible - agents carry limited float.

Only if you ask us to. The 'save this card' option is unchecked by default. Saved cards live under Settings → Saved cards, where you can remove any of them at any time.

Pending charges from cancelled or failed orders drop off automatically within a few days. If it's been longer than that, contact support with the order ID or last 4 digits of the card and we'll trace it with the bank.

Tell the delivery agent on the spot - they can take the item back and arrange a same-day replacement or refund. If you only spot the issue after they've left, open the order in the app and tap Report a problem; we respond within a few hours.

Yes - tell the agent at the door before they leave and they'll take it back at no charge. After the agent has left, returns are case-by-case depending on the store's policy.

MoMo refunds usually land in your wallet within minutes. Card refunds (Visa/Mastercard/Amex) appear on your statement within 3 to 7 business days, depending on your bank. Cash refunds are issued as Isokko wallet credit you can spend on your next order.

Yes, automatically and in full - including the delivery fee. You don't need to ask.

Tap Sign in on the web or open the app, then choose Continue with Google, Continue with Apple, or sign up with email and a password. You'll be asked for your name, phone, and delivery address - all of which you can update later under Settings.

On the login screen, tap 'Forgot password' and enter the email on your account. We send a reset link that's good for one hour. If it doesn't arrive, check spam, or sign in with Google/Apple instead if you used either of those originally.

Yes - Settings → Phone number. We'll send a code to the new number to verify it before swapping over.

Settings → Delete account. Deletion removes your profile, addresses and saved payment methods. Order history is retained for accounting and legal reasons but is anonymised.

Open your cart, tap 'Add promo code', type the code, and tap Apply. The discount shows on the order summary before you confirm. Promo codes that have been gifted to you personally appear automatically at the top of your cart - no typing needed.

Share your invite link from the Invite tab. When a friend signs up with your link and completes their first order, you both get RWF 3,000 in Isokko wallet credit. There's no cap on how many friends you can refer.

Wallet credit comes from referrals, refunds, and the occasional promotion. It's automatically applied to your next order so you spend it the same way you'd spend money - no separate redemption step.

Bonuses unlock the moment your friend's first order is delivered (not just placed). If the order is in flight, give it a few hours; if it's been longer than a day after a delivered first order, ping support with your friend's email and we'll check.

Apply through the Become a seller link in the app menu. Once approved you get a seller dashboard for listing products, editing prices, managing stock, and seeing earnings and order analytics. Onboarding usually takes 1 to 2 business days.

A platform commission on each completed sale - the rate is shown during onboarding and depends on your category. There's no monthly fee and no listing fee.

Isokko's delivery network handles it for you. You just confirm the order and prepare it for pickup - the agent comes to collect it and takes it to the customer.

Earnings settle to your registered MoMo or bank account on a recurring payout schedule. You can track every order's status, payouts, and platform fees in the seller dashboard.

Tap Become an agent in the menu and submit the short application (ID, motorbike registration, phone). After a quick verification call you'll be onboarded and start receiving delivery offers.

A valid Rwandan ID, a registered motorbike, a smartphone, and a MoMo account for payouts. Familiarity with Kigali neighbourhoods is a big plus.

Earnings depend on how many deliveries you accept and how far they go. Active agents on the platform earn a competitive day rate plus per-trip bonuses; the exact numbers are shared during onboarding.

Tap Help & support in the menu, or email [email protected] from the email on your account. For urgent issues with an in-progress order, the fastest path is the Report a problem button on that order in the Orders tab.

Change your password immediately under Settings → Password. Then email [email protected] from the registered email - we'll review recent sign-ins, sign out all other devices, and freeze any suspicious orders.

Never. We will never call, text, or email you asking for your password, your MoMo PIN, your card CVV, or any 2FA code. Anyone asking for those is impersonating Isokko - hang up and report the number to support.

We love hearing it. Email [email protected] or use the Feedback link inside the app under Settings → About. Every message is read by the team.