This policy sets out how cancellations, deposits and refunds are handled for bookings made via Travel Wheels Namibia.
1. Definitions
Deposit - the 8% non-refundable fee charged by Travel Wheels Namibia when a Customer confirms a quote.
Supplier - the independent car rental company providing the vehicle.
2. Before booking confirmation (no deposit paid)
You may cancel or change your request at any time before confirming a quote with no charge.
3. After booking confirmation (deposit paid)
3.1 Customer cancellations: the 8% deposit is non-refundable in all cases where a Customer cancels after paying the deposit, except as provided in 3.2 and 3.3 below.
3.2 Supplier cancellation: If a Supplier cancels a confirmed booking (vehicle unavailable, overbooking, or Supplier error) Namibia Travel Wheels will:
Offer an alternative Supplier/vehicle at comparable price where possible; or
Refund the full deposit promptly to the original payment method (less any applicable payment processing fees). Travel Wheels Namibia may assist with rebooking but cannot guarantee identical availability.
3.3 Exceptional circumstances: If cancellation is due to force majeure events (natural disaster, government travel restrictions, civil unrest, flight cancellations that make fulfilment impossible) we will follow the Supplier’s policies. If the Supplier offers a refund, Travel Wheels Namibia will pass this to you. If neither party can perform due to force majeure, we will use reasonable efforts to offer alternatives or a refund where Suppliers permit.
4. Changes to booking
Changes after confirmation (dates, vehicle type) are subject to Supplier approval and may incur additional charges. A change request does not automatically entitle you to refund of any deposit.
5. Refund timing & fees
If a refund is due, Travel Wheels Namibia will process refunds within 14 business days after the cancellation is accepted. Payment processors may take additional time to post refunds to your account. Where refund is the Supplier’s responsibility, Travel Wheels Namibia will pass on the Supplier’s refund per their instructions.
6. Disputes
If you disagree with a cancellation or refund decision, contact support@namibiatravelwheels.com
. If unresolved, parties may pursue dispute resolution as provided in the Terms of Service.
7. Exceptions & local law
These policies are subject to applicable consumer protection and other legal obligations in Namibia. If any part of this policy conflicts with mandatory legal rights under Namibian law, those legal rights shall apply.