Refund & Cancellation Policy

Card payments on NamHub are processed by Paddle.com Market Ltd (Paddle), which acts as our Merchant of Record. Paddle is the seller of record for your order: it appears on your card statement, it issues your receipt and tax invoice, and it issues any refund to your original payment method.

Because Paddle is the Merchant of Record, refund requests are executed by Paddle even where NamHub approves them. Nothing in this policy reduces the rights you have against Paddle or against us.

If you are not satisfied with a paid subscription plan or a one-off purchase, you can request a full refund within 30 days of the payment date, for any reason. This applies once per subscription, per customer.

Listing boosts, contact reveals and digital lease documents are delivered immediately when you pay. The 30-day guarantee still applies if the item was not delivered or did not work, but it does not apply where the item has already been used to obtain a contact, a document, or placement that has since expired.

Fastest route: reply to the receipt Paddle emailed you, or sign in at paddle.net with the email address you used at checkout and choose the order you want refunded.

You can also email [email protected] with your order or transaction reference (it starts with txn_ or pri_) and the reason for the request. We will confirm the outcome and coordinate execution with Paddle within two business days.

Approved refunds are issued by Paddle to the original payment method only. Depending on your bank and card network, funds usually appear within 5–10 business days after Paddle processes the refund. Paddle cannot refund to a different card or account.

Where a payment was made by bank transfer or in cash on arrival, the refund is arranged directly with the host or business and follows their stated terms.

Subscription plans (NamHub Pro, Host Plus, Host Pro and Host Max) are billed monthly or annually in advance and renew automatically until cancelled. The price, billing period and renewal date are shown at checkout before you pay and on your invoice.

You can cancel at any time from Account → Subscription → “Manage billing & payment method”, which opens Paddle's secure billing portal. You can also email [email protected] and we will cancel it for you.

Cancellation stops future renewals. Your paid plan stays active until the end of the period you have already paid for, and you keep every feature until then. We do not pro-rate or part-refund a period that has already started, except under the 30-day guarantee in section 2.

If you upgrade mid-period, Paddle charges the prorated difference for the remainder of the current period. If you downgrade, the lower plan takes effect at the next renewal.

If a renewal payment fails, the plan enters a past-due state and we retry the charge. If it cannot be collected, the plan is cancelled at the end of the paid period. You can update the card in the billing portal at any time.

Guest cancellations of a paid booking: cancel at least 48 hours before check-in and you receive a full refund of the amount you paid NamHub. Cancel less than 48 hours before check-in, but before the check-in day begins, and you receive a 50% refund. Once the check-in day has begun, the booking can no longer be cancelled and no refund is due.

Host cancellations: if a host cancels a confirmed booking, the guest receives a full refund of the amount paid, regardless of timing. Repeated host cancellations can lead to removal from search and suspension of the account.

Bookings paid on arrival or by bank transfer are settled directly with the host. NamHub does not hold those funds and cannot refund them, but we will help you resolve a dispute through our Dispute Resolution process.

Listing and directory fees: a paid listing or directory tier can be cancelled at any time and stops renewing at the end of the paid period. A listing removed for breaching our Terms (for example fraud, or a property that does not exist) is not refunded.

We may decline a refund where the request is made more than 30 days after payment (other than the cancellation rights in section 6), where the service was used and fully delivered, where there is clear evidence of fraud or abuse of the refund policy, or where the law does not require one.

A declined request does not affect any right you have to escalate the matter with Paddle as Merchant of Record, or with a consumer protection body.

Please contact us before raising a chargeback with your bank — we can almost always resolve the issue faster. If a chargeback is raised, the related plan or purchase is suspended while the card network investigates. If the chargeback is upheld in your favour, Paddle refunds the amount and the suspension becomes permanent.

This policy does not limit any refund or cancellation rights you have under Namibian consumer law or the laws that apply to you. Paddle's own Refund Policy at paddle.com/legal/refund-policy also applies to Paddle-processed orders, and Paddle's buyer terms govern the payment itself.