Trust & safety centre

Safe at every step.

From the kitchen to your table, and from your phone to our servers. Here’s exactly how PikaBox keeps cooks, chefs, riders and families safe.

Home cooksChefsRidersPaymentsYour dataReporting

In danger right now?

Call 999 or 112 first. Then press SOS in the app: our team answers in under 2 minutes, 24/7.

Safety line

Something not right?

Report an order, a kitchen, a person or a post. We reply within 24 hours, usually much sooner.

Report a concern

5 checksbefore any kitchen sells

24/7safety team in Nairobi

< 2 minmedian SOS answer

0home addresses shown

100%chef payments held

What it is

Safety is built into every part of PikaBox, from who can cook for you to how you pay and how your food reaches you.

Why it’s good

Allergy-safe by default: your allergies filter what you see and what Pika suggests
Pay with M-Pesa and follow your rider live to your door
Help in the app whenever you need it, with an SOS fast lane

Home cooks

Every kitchen, checked.

No home cook sells a single plate before five checks. After that, we keep looking.

ID and selfie matchGovernment ID, checked against a live selfie

County food handler’s certificateRenewed every six months, or the pot pauses

Mandatory hygiene courseStorage, allergens, safe handover. Every year.

Video kitchen checkFridge, water, surfaces, pests

Tasted first plateOur tasting team eats it before you can

Then: mystery tastings & ratingsRandom orders tasted monthly. Three serious reports and a kitchen pauses.

Mama Akinyi’s kitchen

Lavington · Star cook

ID verified

Food handler’s cert · to Mar 2027

Hygiene course · Aug 2026

Mystery tasting · 2 Oct

Contains: glutenNut-free kitchen

Chefs & riders

People you let close.

PikaChef chefs

Background checked: ID, DCI good conduct certificate, two references.

Tasted in person at our Westlands test kitchen before going live.

Assistants checked too. Nobody unnamed comes to your home.

Completion code: the chef is paid only when you say the night is done.

Riders & handovers

Good conduct certificate, licence and a 2-hour orientation.

Handover codes at the cook’s gate and at your door.

Live tracking and the rider’s name and photo before they arrive.

Riders are protected too: insurance, SOS, safer night routes.

Payments

Your money, held safely.

M-Pesa and cards, processed by licensed partners. We never store your card.

Chef bookings are held by PikaBox and released with your completion code.

Refunds in 24 hours to your wallet or M-Pesa when something goes wrong.

Never pay outside the app. If anyone asks, report them. You’re only protected in PikaBox.

Your data

Private by default.

Addresses stay hidden. Cooks see your area; buyers never see a cook’s address.

Numbers are masked. Calls with riders and chefs go through the app.

Pika never pays without your tap, and health readings stay on your account only.

We never sell your data. Download or delete it any time, under Kenya’s Data Protection Act.

Read the privacy policy

Reporting

Tell us. We act.

Tap the flag on any order, kitchen, chef, rider, profile or post. A real person on our safety team in Nairobi reads every report.

What happened	First reply	What we do
Someone is unsafe	Under 2 min	Call you, alert your contact, pause the account
Food made me ill	Under 1 hour	Pause the pot, test the batch, refund
Allergen mistake	Under 1 hour	Pause the kitchen, retrain, refund
Harassment or abuse	Under 4 hours	Remove content, warn or remove the account
Order went wrong	Under 24 hours	Refund or redo, your choice

Report a concern

You can stay anonymous to the other person

What is it about?

An orderA kitchenA chefA riderA postSomething else

Which one?

Kitchen name or order number

Tell us what happened

Include times and anything you remember. Photos help.

Add photosSend report

Transparency · July to September 2026

We publish what we find.

Read the full report

Reports received3,4120.3% of orders

Resolved within 24 h96%+4 pts

Kitchens paused4122 back after retraining

Accounts removed118mostly payment fraud