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Refund & Cancellation Policy

This policy explains when you may cancel a Ride, Trip or Parcel, what fees may apply, when refunds are given, and how payment disputes are handled.

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

1. Scope

This policy applies to cancellations and refunds for all services booked through the Platform and forms part of the Terms of Service. It should be read with the Passenger Terms and Parcel Delivery Terms.

2. City Rides

  • You may cancel a Ride free of charge within a short grace period after a Driver accepts (for example before the Driver has travelled towards you).
  • A cancellation fee may apply if you cancel after the grace period or after the Driver has substantially travelled to your pickup, to compensate the Driver's time and fuel.
  • A no-show fee may apply if you are not at the pickup point within a reasonable wait time and do not respond.
  • If a Driver cancels on you or fails to arrive, you will not be charged, and any pre-authorised amount will be released.

3. Inter-Town Trips (Seat Reservations)

  • Cancellations made well before departure may be refunded in full or in part, depending on how close to departure you cancel.
  • Cancellations close to departure, or no-shows, may be non-refundable because the seat could not be resold.
  • If a Trip is cancelled by the Driver or VanTele, you are entitled to a full refund or a rebooking.

4. Parcels

  • You may cancel a Parcel order before it is collected for a full or partial refund of the delivery fee.
  • Once a Parcel has been collected and is in transit, the fee is generally non-refundable, except where VanTele fails to deliver in circumstances for which it is responsible.
  • Compensation for lost or damaged Parcels is handled under the Parcel Delivery Terms, not this policy.

5. Wallet Top-Ups

Wallet top-ups are used to pay for services on the Platform. Unspent wallet balances may be refundable on request, subject to identity verification and any deduction for fees already incurred.

6. How Refunds Are Made

  • Refunds are normally made to the original payment method or to your VanTele wallet.
  • The time to receive a refund depends on the payment provider (Flutterwave or MobiPay) and is outside VanTele's control.
  • Cash fares are settled directly with the Driver; cash-related adjustments are handled through support.

7. Payment Disputes

If you believe you were charged incorrectly, contact support at info@vantele.com.ng within a reasonable period. We will investigate, may review trip and payment records, and will correct genuine errors. VanTele facilitates a fair process but is not the final arbiter of every dispute between a Passenger and a Driver.

8. Fair Use

We may decline or claw back refunds where we reasonably believe a request is fraudulent or abusive, or where our policies have been breached.

9. Changes

We may update this policy from time to time with notice through the Platform. Continued use after the effective date means you accept the changes.

Contact Us

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