Refund & Cancellation Policy

Fares and payment, in brief

• All fares are quoted and charged in Namibian Dollars (N$) and include VAT at 15%.
• The fare shown before you book is an estimate. The final fare is calculated from the actual trip, and will never exceed 120% of the estimate unless you change the destination or add stops.
• Payment methods currently supported: cash paid to the driver at the end of the trip, and corporate accounts invoiced monthly. This policy will be updated before card and wallet payments launch.
• Transfers booked through the marketplace are fixed-price per route. Carpool and Churchpool are cost-sharing arrangements, not commercial fares.

Cancelling a ride — riders

You may cancel a ride from the app at any point before it is completed. A short cancellation reason is required — it helps us monitor service quality and resolve disputes.

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 are not charged anything and can rebook immediately; where possible the app re-matches your request automatically.
• 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 are not charged. The same applies if a technical fault on our side prevents the trip from going ahead.

Refunds and fare disputes

Because most trips are paid in cash directly to the driver, refunds on NamCab work through our fare-dispute process rather than an automatic payment reversal.

You can raise a dispute where, for example:

• you were charged more than the capped fare (over 120% of the estimate without a route change);
• 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 approved 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.

• Cash trips: refunded in cash or by EFT to your Namibian bank account. Once the NamCab wallet launches, you will also be able to choose wallet credit.
• Corporate accounts: refunded as a credit on the next monthly invoice.
• Card and electronic payments (when introduced): refunded to the original payment method within 7–14 days, subject to the payment provider’s processing times.

Subscriptions and pools

• Schoolpool and other recurring subscriptions can be cancelled before the next billing cycle; cancellation takes effect at the end of the paid period. Trips already taken are not refundable.
• Carpool and Churchpool are cost-sharing arrangements between participants. The per-seat facilitation fee is refundable only if NamCab cancels the pool or fails to facilitate the arranged trip.

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 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.