Legal
Support
Something wrong, or just a question? Here is how to reach a human, and answers to the things people ask most.
Effective 22 July 2026
In an emergency
Do not email us. Call the emergency services. The app's Helplines screen lists Namibian police, ambulance, fire and roadside numbers and works without a booking. Contact us afterwards.
How to reach us
| What it is about | Where to write |
|---|---|
| A booking, refund, payment or your account | support@namibiago.com |
| Listing a business, approval, payouts | support@namibiago.com |
| Reporting content, a user, or a safety concern | support@namibiago.com |
| Your personal data, or deleting your account | privacy@namibiago.com |
| Legal notices | legal@namibiago.com |
| Anything else | hello@namibiago.com |
We are a small team. We read everything and aim to reply within two business days — faster when a trip is in progress. Include your booking reference and the email address on your account and you will get a useful answer first time.
Bookings
My booking is not confirmed
A booking only confirms once payment succeeds. Unpaid accommodation and restaurant bookings expire after 30 minutes and release the dates. If your card was charged but the booking still shows unconfirmed, email us with the reference — do not book again.
How do I cancel and what do I get back?
Cancel in Bookings → your booking → Cancel. Refunds follow the published table: 100% at 7+ days before check-in, 50% at 3–7 days, nothing inside 3 days; tours and enquiries refund in full any time before the service. Full detail in the Terms of Service.
Where is my refund?
Refunds return to the card you paid with, normally within 5–10 business days. Your bank controls the last leg. If it has been longer, email us with the booking reference.
The place was not what was advertised
Tell us within 14 days of the service date, with photos if you have them. We look at both sides — including your in-app messages — and refund what is fair.
Account
I am not receiving my sign-in code
Check spam, and check you used the same address you registered with. Codes expire — request a fresh one. If nothing arrives, email us from that address.
How do I delete my account?
Profile → Settings → Delete Account, or see the full instructions. You can export your data first.
Does the app track my location?
No. NamibiaGo never asks for location permission and never records where you are. See the Privacy Policy.
For businesses
I registered but my listing is not showing
Every business is reviewed and approved by hand before it goes live, and we need your verification documents to do that. If it has been a while, email us with your business name.
What does it cost?
Listing is free. We take 12% commission on completed bookings, deducted from your payout — the guest pays the price you set, with nothing added. See the Host Terms.
When do I get paid?
After the booking completes, by bank transfer to the account in Business → Payout Details. We will tell you the current payout schedule when you are approved. See Payments and payouts.
Reporting content
Reviews, road reports and messages can be reported in the app, or email support@namibiago.com. We review reports by hand and prioritise safety. Our standards are in the Community Guidelines and Acceptable Use Policy.
Who we are
NamibiaGo is operated by Ian Louw, sole trader (empresário em nome individual) registered in Portugal. Full details in the Terms of Service.
Support information current as of 22 July 2026.