Home How It Works Book a Ride Inter-Town Routes Track a Parcel Drive With Us Download App
Legal · Passengers

Passenger Terms

These Passenger Terms apply when you book a Ride, reserve an inter-town seat, or send or receive a Parcel through VanTele Mobility. They sit alongside our Terms of Service.

📅 Effective date: 3 June 2026 🕘 Last updated: 3 June 2026 🏷️ Version: 1.0 ⚖️ Jurisdiction: Republic of Namibia

1. Scope

These Passenger Terms apply to anyone who uses the Platform to book transport or delivery as a customer ("Passenger", "you"). They supplement the Terms of Service, Privacy Policy, Refund & Cancellation Policy and Acceptable Use Policy. For Parcels, the Parcel Delivery Terms also apply.

2. Your Relationship With the Driver

VanTele connects you with an independent Driver. The transport itself is provided by the Driver, not by VanTele. VanTele is a technology platform and is not the carrier (see clause 3 of the Terms of Service).

3. Booking a Ride or Seat

  • Enter your pickup and drop-off (or origin and destination) accurately. You will see a Fare estimate before you confirm.
  • For city Rides, a nearby Driver is matched to you, typically within about 60 seconds, subject to availability.
  • For inter-town Trips, you reserve a seat on a scheduled Trip. Arrive at the agreed departure point on time; seats may be released if you do not arrive.
  • Estimated arrival and travel times are estimates only and are not guaranteed.

4. Fares and Payment

  • Fares are shown in Namibian Dollars (N$) and rounded to the nearest N$5.
  • The final Fare may differ from the estimate if the route, distance, time or demand changes during the trip.
  • You may pay by cash or digital wallet where available. Online payments are handled by third-party processors.
  • Surge, peak-hour, night and weekend multipliers may apply and are reflected in the estimate where relevant.

5. Cancellations and No-Shows

Cancellation windows, fees and no-show charges are set out in the Refund & Cancellation Policy. Please cancel as early as possible if your plans change.

6. Passenger Conduct

  • Treat your Driver and others with respect. Harassment, abuse, discrimination and threatening behaviour are not tolerated.
  • Do not ask a Driver to break the law, exceed safe passenger limits, or carry prohibited items.
  • Wear a seatbelt where fitted and follow reasonable safety instructions.
  • You are responsible for damage you cause to a Driver's vehicle beyond normal wear, and a cleaning or repair fee may apply.
  • Do not leave children or vulnerable persons unaccompanied in breach of law.

7. Safety

While we verify Drivers, you use the service at your own risk. Check that the Driver and vehicle match the details shown in the app before you travel. If you ever feel unsafe, end the trip in a safe place and contact local emergency services and our support team.

8. Ratings and Feedback

You may rate and review trips. Feedback must be honest and lawful. We may use ratings to maintain quality and safety, and we may remove Content that breaches our policies.

9. Liability

VanTele's role and the limits of its liability are described in the Terms of Service. VanTele is not liable for the acts or omissions of a Driver beyond what the law requires, but we will provide a support and dispute process and reasonable assistance.

10. Lost Property

If you leave an item in a vehicle, contact support promptly and we will try to help you reconnect with the Driver. VanTele is not responsible for items lost or left behind.

11. Changes

We may update these Passenger Terms from time to time with notice through the Platform, by email or SMS. Continued use after the effective date means you accept the changes.

Contact Us

Questions about this document can be directed to: