Dispute Resolution
When a disagreement arises between a guest and a host, a customer and a business, or a passenger and an operator, NamHub provides a fair and structured process to help resolve it.
This page is for commercial or service disputes. If your concern involves a safety issue, please use Get Help With a Safety Issue instead.
How the Process Works
Step 1 — Direct Resolution (Days 1 to 3)
First, attempt to resolve the issue directly with the host, operator, or business through NamHub's messaging system. Most disputes are resolved quickly at this stage. Keep a record of all communication.
Step 2 — Raise a Formal Dispute (Day 3 onward)
If direct resolution has failed after 3 days, submit a formal dispute through the form below. NamHub will notify both parties and open a case.
Step 3 — Evidence Submission (Days 4 to 6)
Both parties are invited to submit their evidence: booking records, message history, payment receipts, and photos. NamHub does not take sides — we review the documented facts.
Step 4 — NamHub Decision (Days 7 to 14)
Based on the evidence, NamHub issues a written decision. Where a refund or listing correction is warranted, we facilitate it. Both parties receive a written summary of the outcome and the reasoning behind it.
Step 5 — External Escalation (Optional)
If either party believes our decision was unfair, they may escalate to the Namibia Consumer Protection Authority or a registered mediator. NamHub will cooperate fully with any official inquiry.
What NamHub Can and Cannot Do
We CAN
- Facilitate refunds on transactions processed through NamHub
- Remove or amend listings based on verified evidence
- Suspend or permanently ban accounts with repeated violations
- Provide documentation for external legal proceedings
We CANNOT
- Enforce refunds for payments made entirely outside NamHub
- Intervene in disputes entirely personal and unconnected to NamHub