Help & contact
How can we help tonight?
Read the answers below, or talk to a real person on the concierge desk. Most things are sorted while you are still on the phone.
Browse by topic
Find it yourself in a minute.
- Placing an orderBrowsing, concierge requests, minimums, restricted items
- PaymentsM-Pesa, cards, pay on delivery, charge to room, receipts
- Tracking & deliveryLive tracking, late orders, wrong items, hotel hand-off
- Refunds & cancellationsCancel windows, refund timing, partial refunds
- Account & privacySigning in, saved details, deleting your data
- Concierge serviceWhat we can arrange, quotes, hours, special requests
- For ridersApplications, documents, what happens next
- For merchantsRegistration, documents, going live, featured slots
Asked most
Quick answers
Can I order right now?
Not yet. NexG is open for merchant and rider registration while we build the ordering side, so Explore shows you who has signed up rather than a checkout. Tell the concierge desk what you need and a person will answer.
Can the concierge get something that isn’t listed?
That is the idea. Describe it and a concierge quotes a price and a time before anything is bought. Nothing is purchased on your behalf until you approve the quote.
Do I need an account?
No. You can ask the concierge with just a phone number. An account saves your details for next time and lets you pick up a rider or merchant application on another device.
How do I sign in?
With an email and a password, from the sign-in page. One-time codes by SMS and Google sign-in are coming; the page says so plainly rather than offering a button that cannot work.
How will payment work?
M-Pesa, cards and pay on delivery at participating merchants, with charge-to-room at partner hotels. None of it is switched on yet, and no price on this site is a real figure until it is.
What about refunds?
The refunds and cancellations policy is being drafted and will be published in full before NexG takes a paying order. We would rather show you nothing than a draft that reads like a commitment.
I applied as a rider. What happens next?
We check every document by hand. Come back to the application on the same browser and you will see what is verified, what is rejected and why. Create an account and you can pick it up on any device.
How long does merchant registration take?
About ten minutes to submit, then we verify your permit, KRA PIN and the rest by hand. You keep your own prices; NexG takes a commission on completed orders, and that rate is not set yet.
Who delivers, and are they vetted?
NexG riders, and yes. Every rider supplies a national ID, a licence where the vehicle needs one, insurance, a good conduct certificate and a photo, and each is checked before they can take work.
Send us a message
A person replies — no bots. Include your order reference if you have one and we’ll answer faster.
Talk to a person
The concierge desk is a phone call away.
The concierge desk
Fastest for anything live. Published once the desk has a number.
+254 [—]
Email
Receipts, refunds and account requests.
help@[—]
Rider support
Payouts, the app, problems on a trip.
+254 [—]
Merchant success
Catalogue, settlements, featured slots.
merchants@[—]
These lines are published the day the desk opens. Until then the form above is the way through, and it reaches the same people.
Office
Nexgenius Concierge Limited
Nairobi, Kenya
Data protection enquiries are answered through the form above until the DPO contact is published with the Privacy Policy.