Refund & Cancellation Policy

Fares and payment, in brief

• All fares are quoted and charged in Namibian Dollars (N$) and include VAT at 15%.
• On-demand fares are fixed upfront: the fare you accept when you request the ride is the fare you pay. It only changes if you change the destination, and you confirm the new fare before it applies.
• You can pay in cash to the driver, by card, from your NamCab wallet, or through a corporate account. Card payments are processed by PayToday; NamCab never sees or stores your card number.
• Transfers booked through the marketplace are fixed-price per route. Carpool and Churchpool are cost-sharing arrangements, not commercial fares, and are not currently open.

Cancelling a ride — riders

You may cancel a ride from the app at any point before it is completed. Before you confirm, the app tells you whether the cancellation is free or what the fee will be, and why.

Cancellations by drivers

• A driver may decline a ride offer without penalty; your request simply goes to the next available driver.
• After accepting, a driver should only cancel for good cause — a safety concern, a rider no-show, rider misconduct, or a vehicle problem.
• If a driver cancels after accepting, you pay nothing and can rebook immediately. Anything you had already paid is refunded (see below).
• Excessive or bad-faith cancellations by drivers are monitored and handled under the Driver & Partner Terms.

Rides cancelled by the system

If no driver accepts your request within the matching window (roughly 3–5 minutes), the request expires automatically and you pay nothing. Card rides are only charged once a driver has been assigned, so an unmatched card request never touches your card; a wallet debit is returned to your balance automatically. The same applies if a technical fault on our side prevents the trip from going ahead.

Card rides that are not paid in time

Once a driver accepts a card ride, you have 3 minutes to complete the payment on the PayToday page. If it is not paid in that time the driver is released to other riders and the ride is cancelled with no fee. If a payment goes through after that, it is refunded in full.

Refunds and fare disputes

Some refunds happen on their own: a cancelled or unmatched wallet ride is re-credited immediately, and a card payment on a ride that was cancelled, or that became cheaper after a destination change, is queued for refund without you having to ask. Everything else goes through the fare-dispute process.

You can raise a dispute where, for example:

• the fare charged does not match the fare you accepted;
• the fare was miscalculated — wrong route recorded, trip not ended by the driver, or a duplicate trip;
• the service was not provided;
• a fixed-price transfer did not take place or was materially not as described;
• a corporate account was billed for a trip that should not have been charged to it;
• a safety incident occurred during the trip (also handled under our Safety Policy).

How to raise a dispute

We acknowledge disputes within 2 business days and aim to resolve them within 14 days. Complex cases — safety incidents or matters involving the police — can take longer, and we will keep you informed. Both the rider’s and the driver’s trip records (GPS trace, timestamps, fare breakdown) are reviewed.

1. 1Open the trip in the app and choose “Get help / Dispute fare”, or submit a support request on this site, within 30 days of the trip.
2. 2Tell us what happened and the amount in dispute — by default we treat the full fare as disputed.
3. 3Drivers and transfer providers can raise disputes through the same process (for example, if a cash fare was underpaid).

How refunds are paid

Approved refunds cover the disputed amount up to the fare actually paid. Liability beyond the fare is governed by the Terms of Service. Card top-ups into your NamCab wallet are not refundable to the card; wallet credit is spent on NamCab services only.

Subscriptions and pools

• Schoolpool, Carpool and Churchpool are not currently open for booking. When they open, this policy will set out their cancellation and refund terms before the first booking is taken.

Fair use

To keep the marketplace fair for drivers, we monitor cancellation and dispute patterns. Repeated no-shows, false dispute claims, or refusal to pay lawful cash fares or cancellation fees may result in warnings or account deactivation, with a right of appeal under our Deactivation & Appeals Policy.

Your statutory rights

Nothing in this policy limits any rights you have under Namibian law, including the Electronic Transactions Act 4 of 2019 and any consumer protection legislation in force. This policy is governed by the laws of the Republic of Namibia and forms part of the NamCab Terms of Service.