Frequently asked questions

No. Open the app, choose your district, and browse stores and products as a guest. An account is needed to order, save favourites or report content.

With a Google account in one tap, no passwords. Signing in with your mobile number or an Apple account is coming soon.

See the Neighbourhoods page for the districts open now and the ones coming next. If yours is not there, send us its name from the contact page.

Hayina runs today as a web app on any phone or computer and installs on the home screen. Google Play and App Store apps are coming soon.

Hayina is the neighbourhood market: the seller is your district’s store and the courier comes from inside the district, with no central warehouse and no fleet crossing the city; plus Hayina customer service following up with the store on your questions, group deals, and every piece of content reviewed before it appears. The full comparison is on the "Hayina vs. the rest" page.

"Near you" is available now: an order from one store, prepared and delivered by the store itself within minutes. "Hayina Cloud" is coming soon: a warehouse in the district where you will combine products from several stores in one order; no opening date has been announced yet.

Each store sets them and they are shown on the store page and in the cart before you confirm.

Yes: the next delivery or a later slot from the ones the store offers.

From "My orders": live status (confirmed, being prepared, on the way, delivered) and the courier’s position on the map when they head out to you.

Before the store starts preparing it, from the order page directly. After that, contact “Hayina customer service” from Account.

Hayina customer service lets you know and the item is removed from the bill, or you cancel the order at no charge before it leaves.

On delivery (cash or card with the courier), by card through a licensed payment provider whose card data never passes through Hayina’s servers, or from the Hayina wallet.

By bank transfer to Hayina’s account, then attaching a photo of the receipt in the app; the balance is added after verification.

Discount codes from Hayina or from stores that you enter in the cart; the discount is shown before you confirm, and each coupon has its terms (a minimum order or a specific store).

A group offer: a special price that unlocks when enough buyers join within a set time. You join, and if the number is reached you get the price; if not, the deal is cancelled at no charge.

From the order page within 7 days of delivery: choose the item and the reason and attach a photo. You follow the return’s stage (received, inspected, refunded) and the amount always returns to your wallet: what was paid online can be transferred to your bank account after 14 days (minimum ⃁ 20), and what was paid on delivery stays as credit to spend on Hayina.

Perishable items once opened, medicines, and personal products once opened, unless defective on delivery. Details in the returns policy.

A "Report" button on every product, store, reel and review: choose the reason and add details. The report reaches the Hayina team immediately, you are told the outcome, and the merchant never learns who reported.

From "Support" inside the app, or the contact page. You may also escalate to the E-Commerce Centre at the Ministry of Commerce under the law.

Yes: from "Account" then "Language". Dark mode is under "Appearance".

Yes: the interface adapts to a large screen with a side menu and the map or the cart next to the page.

Short videos merchants upload about today’s products, approved by the Hayina team before they appear, and you order from them directly.

Inside the app: order status, Hayina customer service messages, report outcomes and offers. Push notifications on the phone come with the store apps.

The store is "verified": the Hayina team has checked its commercial register and the identity of its owner. Tap the badge in the app to see what was checked. It is withdrawn if the store closes or changes owner.

A percentage of delivered orders only that depends on your store’s section, from 6% for electronics and groceries to 12% for fashion and perfumes, shown before signing up and on every line of your statement. No subscription fees and no fees on cancelled or returned orders. The "Hayina Cloud" commission is published when it opens.

The store and its products, usually within one business day. You receive the decision in the app, and with a rejection the reason, so you can fix it and resubmit.

By periodic bank transfer to the IBAN registered in your business name, with the transfer reference and a full statement under "Payouts".

Yes for business stores, or a freelance certificate for individuals, under the E-Commerce Law. It is uploaded at sign-up.