Quick answers to the questions we hear most often from Aurora users in Kenya.
Go to the Profile tab and tap Edit Personal Info. Changes save instantly. Your profile picture is shown to providers (and clients, if you're a provider), so a clear photo helps build trust.
Go to Profile → Personal Info → Phone Number → Change. Aurora sends a 6-digit OTP to your +254 number via SMS. Enter it to verify. Make sure you're using the correct SIM if your phone has two. The number must start with +254, not 0.
First, check that the phone number shown at checkout is your active M-Pesa line in +254 format. If the number is wrong, update it in Profile → Payment Methods and retry. If the number is correct, try moving to a better network area and tap Retry Payment. The booking stays as a Draft until payment goes through.
Go to Settings → My Addresses and tap Add Address. Select your county and fill in your street details. Your address is only used for Mobile bookings — where a provider comes to you. For Salon visits you travel to the provider, so no address is needed from you.
Yes. Open the booking from your Appointments tab and tap Reschedule or Cancel. You can reschedule up to 3 times. Cancellation refunds depend on how far in advance you cancel — full refund before provider confirms or more than 24 hrs before, 50% for 12–24 hrs, none under 12 hrs. See the Bookings guide for the full policy.
Salon means you travel to the provider's location. Mobile means the provider travels to an address you provide. Some providers offer both — you choose when booking. Mobile services may include a small travel fee which is shown before you confirm.
You start at Bronze (12.5% commission). As you complete more appointments and increase your monthly revenue, you automatically move up through Silver (10%), Gold (8.5%), Platinum (7.5%), and Elite (6.5%). Your tier is re-evaluated monthly. See the Provider Revenue guide for full details.
Withdrawals are processed within 24 hours. You'll receive an M-Pesa SMS from Safaricom once funds arrive. Make sure the M-Pesa number saved in your profile is correct and matches your active Safaricom line.
Aurora is available in all 47 Kenya counties. The highest concentration of providers is currently in Nairobi, Mombasa, Kisumu, Nakuru, and Eldoret. If you're in a smaller county and can't find providers nearby, Mobile service providers may still be able to reach you — check their coverage area on their profile.
Go to Settings → Notifications. You can choose to receive reminders via push notification, SMS, or email, and set quiet hours so you're not disturbed late at night. Booking confirmations and payment alerts are always sent regardless of your preferences.
Yes! Once your appointment is marked Complete you'll be prompted to rate the provider and leave a review. Reviews help other clients choose quality providers and help providers build their reputation on Aurora.
Go to Settings → Account Security → Change Password. You'll need to enter your current password first. If you've forgotten your password, use the Forgot Password option on the login screen — a reset link will be sent to your email.
Aurora applies data protection controls aligned to Kenya's DPA, including purpose limitation, data minimization, access controls, encryption, and user rights handling. Aurora acts as a data controller for core platform operations, while approved third parties process data under contractual safeguards.
Subject to applicable law, you can request to be informed about processing, access your data, object to certain processing, request correction or deletion of inaccurate/unnecessary data, and withdraw consent where consent is the lawful basis. You can start from app settings or email privacy@hivelabtech.com.
Aurora investigates and contains security incidents, then notifies the relevant regulator and affected users within legal timelines where required, including 72-hour timelines where applicable. We also share practical steps users can take to protect their accounts.
Some infrastructure or processors may be outside Kenya. Where cross-border transfer is needed, Aurora applies legal safeguards and extra notice/consent where required by law.
You can opt out of promotional messages at any time from in-app settings or by using unsubscribe links in marketing messages. Service-critical notifications (booking, payment, security, compliance) may still be sent.
Yes. We encourage users to contact Aurora first at privacy@hivelabtech.com so we can resolve quickly. You may also file a complaint with the Office of the Data Protection Commissioner (ODPC) if needed.
Still need help?
Our support team is available via the app. Open Aurora and go to Help & Support to chat, call, or send an email.
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