Terms of Service

1. Who you are contracting with

In these terms, "we", "us" and "NamibiaGo" mean the operator above. "You" means the person using the app. "Business" or "host" means a lodge, guesthouse, campsite, restaurant, tour operator or other provider listed on NamibiaGo.

By creating an account or using the app you accept these terms. If you do not accept them, do not use NamibiaGo.

2. What NamibiaGo is — and is not

NamibiaGo is a marketplace. We let you find Namibian travel businesses, book with them, pay for that booking, plan trips, read community road reports, and reach emergency helpline numbers.

We do not own, run, staff, inspect or control any lodge, campsite, restaurant, vehicle or tour. The travel service itself is provided by the business, and the contract for that service is between you and them. What we are responsible for is the platform: taking your booking correctly, handling your payment, and applying the cancellation policy in these terms.

We collect payment from you as merchant of record and pass the business its share. That means your card statement will show NamibiaGo, and refunds under these terms come from us.

3. Your account

• You must be at least 16 years old to hold an account.
• You must give accurate information and keep it current. Booking under a false name may mean the business refuses you on arrival, and we cannot refund that.
• You are responsible for what happens under your account. Keep access to your email secure — sign-in codes go there.
• One account per person. Do not share, sell or transfer it.
• You can delete your account at any time in Profile → Settings → Delete Account, or via this page.

4. Bookings

• A booking is only confirmed once payment succeeds. Until then it is a request and the dates are not held for you.
• An unpaid accommodation or restaurant booking expires after 30 minutes and releases the dates back to the calendar. You can start again.
• Tour and general enquiries are not date-blocking and stay open until you or the business closes them.
• Prices, availability and descriptions come from the business. We show them in good faith but we do not independently verify every detail. If a listing turns out to be materially wrong, tell us — see Complaints.
• The business may decline a booking that breaks its house rules. If it declines, you are refunded in full.

5. Prices and payment

• Prices are shown in Namibian Dollars (NAD), South African Rand (ZAR) or US Dollars (USD).
• The price you see at checkout is the price you pay. We add no booking fee, no service fee and no surcharge.
• We earn a 12% commission, which is deducted from what we pay the business — not added to your bill.
• Payments are processed by Stripe. Your card details go from your device straight to Stripe; we never see them.
• Your bank may charge a foreign transaction fee or apply its own exchange rate. That is between you and your bank.
• Any tourism levy, VAT or local tax charged by the business on-site is the business's responsibility and may be collected on arrival if it was not included in the listed price.

6. Cancellations and refunds

These are the rules our system actually applies when you cancel. They are calculated from your check-in date.

• Refunds go back to the card you paid with, normally within 5–10 business days.
• If we or the business cancel on you, you get 100% back regardless of timing.
• If the business cannot deliver what you booked and you did not get what you paid for, tell us within 14 days of the service date and we will investigate and refund what is fair.
• A no-show is treated as a cancellation with less than 3 days' notice.

Your statutory rights

EU and EEA consumers. The 14-day right of withdrawal for distance contracts does not apply to accommodation, transport, car rental, catering or leisure services booked for a specific date or period — that is an exemption in Article 16(l) of Directive 2011/83/EU, and it covers most of what you book here. The cancellation table above is what you get instead, and it is contractual, not a replacement for any right you do have.

Namibian consumers. Section 44 of the Electronic Transactions Act gives a 7-day cooling-off period for certain electronic transactions, subject to its own exemptions for date-specific travel and accommodation services. Where it applies, it applies on top of the table above.

Nothing in these terms takes away a right you have under the mandatory consumer law of the country you live in.

7. Reviews, road reports and other content you post

• You may only review a business after a completed booking with them.
• Reviews and road reports are public and carry your display name. Do not put anything in them you would not want publicly attached to you.
• You keep ownership of what you post. You grant us a worldwide, non-exclusive, royalty-free licence to host, display and distribute it within the app and our marketing, for as long as you keep it posted.
• You confirm you have the right to post it — including that you took the photos, or have permission to use them.
• Everything you post must follow our Community Guidelines and Acceptable Use Policy. We may remove content that breaks them, and repeated breaches can cost you your account.
• If you see content that breaks the rules, report it in the app or email support@namibiago.com. We review reports and act on them.

8. Road reports — read this before you drive

Road condition reports on NamibiaGo are written by other travellers. They are not verified, not official, and can be out of date within hours. Namibian gravel and desert roads change with weather and traffic.

Never rely on a NamibiaGo road report as your only source before travelling. Check with the Roads Authority of Namibia, your accommodation, or local authorities. We accept no liability for the accuracy, completeness or timeliness of community road reports, or for any decision you make based on one.

The same applies to the emergency helpline directory in the app: we publish numbers as a convenience and try to keep them current, but in an emergency verify locally.

9. Things you must not do

The full list is in the Acceptable Use Policy, which forms part of these terms. In short: do not break the law, defraud anyone, impersonate anyone, scrape or attack the platform, take bookings off-platform to avoid commission, post fake reviews, or harass other users.

10. Suspension and termination

We may suspend or close your account if you break these terms, if we reasonably suspect fraud or illegal activity, or if we are legally required to. Where it is safe and lawful to do so we will tell you why and give you a chance to respond.

If we close your account, confirmed bookings you have already paid for are either honoured or refunded. You can close your own account at any time; that does not cancel bookings already made — cancel those separately so the refund rules apply.

We may change or discontinue features, and we may stop offering the service altogether with reasonable notice. Paid bookings will be honoured or refunded.

11. Our intellectual property

The NamibiaGo name, logo, app, design and content are ours or our licensors'. You get a personal, revocable, non-transferable licence to use the app for its intended purpose. You may not copy, reverse engineer, resell or build a competing product from it.

12. Liability

We provide the platform with reasonable skill and care. We are responsible for our own failures — for example, if we take your money and fail to place your booking, or apply the refund rules wrongly.

We are not responsible for the travel service itself: the quality, safety, legality or conduct of any business, its staff, its premises or its vehicles. Nor are we responsible for the accuracy of community content, for events outside our reasonable control (weather, road closures, strikes, power or network failures, government action), or for your decision to travel.

Where we are liable, our total liability to you for any booking is limited to the amount you paid through NamibiaGo for that booking. We are not liable for indirect or consequential loss, lost profit, or lost enjoyment.

None of this limits liability that cannot be limited by law — including death or personal injury caused by our negligence, fraud, or your mandatory rights as a consumer.

Travel insurance is your responsibility. NamibiaGo does not provide, arrange or underwrite insurance of any kind, and no part of this service is an insurance product.

13. Complaints and disputes

Something wrong with a booking? Message the business in the app first — most problems are solved there. If that does not work, email support@namibiago.com with your booking reference. We will look at the evidence from both sides, including in-app messages, and tell you our decision and the reason for it.

EU consumers can also use the European Commission's Online Dispute Resolution platform. We are not obliged to use an alternative dispute resolution body and currently do not.

14. Governing law and jurisdiction

These terms are governed by Portuguese law, because that is where the operator is established. If you are a consumer, this choice does not deprive you of the protection of the mandatory consumer law of the country where you live.

Disputes may be brought before the courts of Portugal. If you are a consumer resident in the EU, you may also bring proceedings in the courts of your own country, and we will only sue you there. Travel services booked through the platform are performed in Namibia and are subject to Namibian law and regulation in their own right.

15. General

• These terms, together with the Privacy Policy, Acceptable Use Policy and Community Guidelines, are the whole agreement between us. Businesses are additionally bound by the Host Terms.
• If a court finds any clause unenforceable, the rest stays in force.
• Not enforcing a term once does not mean we waive it.
• You may not transfer your rights under these terms. We may transfer ours if the business is sold, provided your rights are not reduced.
• We may update these terms. Material changes will be notified in the app or by email before they take effect. Continuing to use NamibiaGo after that means you accept the new version.

16. Contact

legal@namibiago.com for these terms, support@namibiago.com for a booking problem.