Refund Policy

Last updated: 12 July 2026

1. Who this policy covers

This policy applies to delivery services purchased on the DASH platform, operated by Datalani Technology CC, Windhoek, Namibia. All prices and refunds are in Namibia Dollars (N$). It covers every payment method we accept: card (paid securely in the app), eWallet, EFT bank transfer, and cash on delivery. It forms part of our Terms of Service.

2. Cancellations

• Before a driver is matched: cancel free of charge — any amount already paid is refunded in full.
• After a driver is matched or en route: a cancellation fee may apply to compensate the driver for time and distance already travelled. The remainder of what you paid is refunded.
• After pickup: orders can no longer be cancelled, but you can redirect the delivery back to the sender for a new distance-based fare.

3. When you get a full refund

You are entitled to a full refund of the delivery fee if:

• The delivery failed because of DASH or the driver (no-show, order abandoned, or not delivered);
• You were charged more than the price quoted at booking, or charged twice for the same order (the difference or duplicate is refunded);
• Payment was taken but no driver could be matched and the order was not fulfilled.

In failed-delivery cases you may choose a free redelivery instead of a refund.

4. Damaged or lost goods

If your goods arrive damaged or are lost in transit, report it within 48 hours of the scheduled delivery with your order number and photos. Verified claims are compensated up to the limits set out in our Terms of Service, and the delivery fee for the affected order is refunded in full. Goods must have been adequately packaged and truthfully declared by the sender.

5. What is not refundable

• Deliveries completed as requested and confirmed by the tracking record;
• Failed deliveries caused by the sender or receiver being unreachable at the confirmed addresses;
• Cancellation fees validly charged under section 2;
• Orders involving prohibited items, which may be terminated without refund.

6. How to request a refund

Email hello@dashnamibia.com from the email address on your DASH account, with your order number and the reason. You can also request a refund through in-app support. Requests should be made within 7 days of the order date (48 hours for damage or loss claims). We acknowledge every request within 2 business days and resolve most within 5 business days.

7. How and when refunds are paid

• Card payments: refunded to the original card through our payment provider. Once approved, allow 7–14 business days for the amount to reflect, depending on your bank.
• eWallet: refunded to your eWallet, normally within 2–5 business days of approval.
• EFT: refunded to the originating bank account within 3–7 business days of approval.
• Cash on delivery: if a fee was collected in error, we refund by EFT or eWallet within 3–7 business days.

Refunds are always made in N$ to the payment method used for the original transaction — we do not refund to a different card or account.

8. Chargebacks

If you believe a charge is wrong, please contact us first — most issues are resolved within days, which is faster than a bank dispute. If you do raise a chargeback with your bank, we will provide the order and tracking records to your bank and pause any parallel refund request until the dispute is resolved.

9. Driver credit packages

Prepaid driver credit packages are consumed by platform commission as deliveries are completed. Unused credit is refundable in full if you close your driver account, and within 7 days of purchase if none of it has been used. Credit already consumed by completed deliveries is not refundable.

10. Questions and changes

Questions about this policy: hello@dashnamibia.com. We may update this policy as the platform evolves; the current version is always posted here with its date, and material changes are announced in the app. This policy is governed by the laws of the Republic of Namibia.