Terms and Conditions

1. Scope and Parties to the Agreement

These General Terms and Conditions ("Terms") govern all bookings and transport services provided by Fatuka Management Shuttle & Tours CC (hereinafter "Fatuka"), a Close Corporation registered in Namibia, with its address at 7 Schuster Street, Windhoek, Namibia.

They apply to every service Fatuka offers, including airport transfers, shuttle services, city and day tours, group and conference transport, weddings, corporate travel, long-distance and charter trips, and vehicle rental.

These Terms form part of every quotation, booking confirmation, and contract of carriage between Fatuka and the person or entity making the booking (the "Client"), whether booking for themselves or on behalf of a group of passengers.

You can reach Fatuka as follows:

• Address: 7 Schuster Street, Windhoek, Namibia
• Phone / WhatsApp: +264 81 452 1250
• Email: reservations@fatuka.com
• Website: fatuka.com
• Office hours: Monday to Friday, 08:00–17:00; emergencies and pre-booked services are handled around the clock.

2. Booking, Quotation and Conclusion of Contract

A quotation issued by Fatuka is valid for 7 days from its date of issue, unless otherwise agreed in writing. Until it is confirmed, a booking is provisional; a provisional booking that is not confirmed within 7 calendar days lapses automatically, and Fatuka may offer the vehicle or dates to another client.

A binding contract of carriage is concluded once Fatuka has received the required deposit or full payment, as set out in the quotation. No service will be rendered without proof of payment or otherwise confirmed terms.

In line with Section 34 of the Electronic Transactions Act 4 of 2019, before you complete an online booking you can access the full description of the service, the total price including all charges, and Fatuka's complete contact details. You will find these in your quotation or booking confirmation, in the price display within the online booking process, and on this website's Imprint page.

3. Prices and Payment

Passenger transport is exempt from VAT in Namibia under the VAT Act 10 of 2000. Prices therefore do not show VAT, and no input VAT is deducted; all prices are quoted as final prices in Namibia Dollar (NAD).

Payments can be made by:

• EFT (Electronic Funds Transfer)
• Direct bank deposit
• Cash (at Fatuka's office)

Please send proof of payment to reservations@fatuka.com or, where agreed, via WhatsApp.

A deposit secures the booking:

• 50% deposit for local transfers.
• At least 70% deposit for long-distance trips, charter hire, or group bookings.
• The remaining balance is due at least 48 hours before departure, unless otherwise agreed in writing.

If payment is not received within the agreed timeframe, Fatuka may cancel the service without refund of any deposit paid. Late payments may attract a 5% administration fee and may affect future bookings. Refunds are handled in accordance with Section 4 (Cancellation and Refunds).

4. Cancellation and Refunds

Cancellations must be submitted in writing, by email or SMS. Refunds are calculated as follows:

Which notice period applies depends on how the booking is designated. Your quotation and invoice state whether a booking is a local transfer or a long-distance trip or charter. If your quotation or invoice does not state otherwise, the terms for a local transfer apply.

• Local transfer, cancelled at least 1 week before the first service date: full refund.
• Long-distance trip or charter, cancelled at least 3 weeks before the first service date: 50% refund.
• Cancellation after the applicable notice period above: no refund.
• No-show: no refund.

Where a booking covers several journeys, the earliest service date determines the notice period.

A refund can only be made for amounts actually received. Where a refund is due, it will be processed within 7 working days.

5. Rebooking and Transfer

The Client is not entitled to change the date or time of a booking, nor to transfer a booking to a third party, without Fatuka's prior consent.

6. Cancellation by Fatuka

Fatuka may cancel a booking, whether provisional or confirmed, without liability, where performance is prevented by force majeure or similar circumstances beyond its control — including fire or other damage or destruction affecting the vehicle, shortage of labour, strikes, lockdowns, or industrial unrest.

Fatuka may also cancel the agreement if it is placed under provisional or final liquidation, judicial management, or sequestration, commits an act of insolvency, or ceases to carry on business.

Fatuka further reserves the right to change the conditions of, or cancel, an agreement, provided the Client is given reasonable notice.

7. Conduct on Board and Safety

To ensure a safe and pleasant journey for everyone, the following applies on board:

Safety

• Seatbelts must be worn at all times.
• No standing, walking, or moving around while the vehicle is in motion.
• Emergency exits and aisles must be kept clear.
• Smoking, vaping, alcohol, or drug use is strictly prohibited.
• Passengers must follow all safety instructions given by the driver.

Conduct and Courtesy

• All passengers must behave respectfully towards other passengers and staff.
• Loud noise, abusive language, or disruptive behaviour will not be tolerated.
• Children must be supervised and remain seated.
• Please use headphones for personal devices.
• Anyone who appears intoxicated or otherwise unfit to travel may be refused boarding or removed from the vehicle without refund.

8. Cleanliness, Damage and Lost Property

Please help keep the vehicle clean and use the bins provided, or take your waste with you. Damage or excessive dirt caused by a passenger may result in cleaning or repair charges. Fatuka is not liable for the loss, damage, or theft of personal belongings.

Passengers are expected to respect and take care of the vehicle they are travelling in. Vandalism, deliberate damage, or negligent behaviour resulting in damage to seats, windows, fittings, or fixtures will be charged to the Client or group organiser. Cleaning fees may apply if a vehicle is returned in an unreasonably dirty condition (for example spills, litter, or soiling).

The value of any damage is payable within 7 days of the Client receiving an invoice from Fatuka. Failure to pay may result in legal action, as set out in Section 3 (Prices and Payment).

9. Delays and Disruptions

Fatuka always strives to maintain its schedules but cannot be held responsible for delays caused by traffic, road conditions, or incidents beyond its control. In such cases, clients will be notified as soon as possible, and alternative arrangements will be considered where practical.

10. Liability and Indemnity

Fatuka applies the highest standards of safety and operational reliability. However, Fatuka shall not be liable for delays, interruptions, or service failures resulting from unforeseen circumstances such as road closures, traffic incidents, severe weather, mechanical issues, or any other event beyond its control.

All passengers travel at their own risk. Fatuka, including its owners, directors, employees, and agents, shall not be liable for personal injury, loss, damage to property, or other claims, unless these result directly from proven gross negligence on Fatuka's part.

The Client (and, where applicable, their representatives or vendors) agrees to indemnify and hold harmless Fatuka, its officers, directors, employees, and agents against all claims, demands, losses, damages, actions, costs, or legal expenses arising from:

• the conduct or negligence of the Client or any member of their group;
• any incident occurring in, on, or around Fatuka's vehicles or facilities as a result of the Client's use of or presence at them;
• any damage, injury, or loss involving persons or property linked to the operation or condition of the equipment, facilities, or services provided, unless due to gross negligence by Fatuka.

This indemnity includes, but is not limited to, liability arising from injury or damage to passengers, third parties, or property occurring during transport, boarding, or while on Fatuka's premises.

Nothing in this Section limits or excludes liability to the extent such limitation or exclusion is not permitted under mandatory Namibian law. In particular, this Section does not exclude or limit liability for intent or gross negligence, nor liability for personal injury.

11. Fuel and Cost Adjustment

Fatuka reserves the right to adjust its rates on confirmed or future bookings in response to significant increases in fuel prices or other external operational cost factors. Any such adjustment will be communicated to the Client and applied only to the extent necessary to ensure continued service delivery and operational sustainability.

12. Additional Costs

Waiting time, detours, or service extensions not included in the original quotation may incur additional charges. These are payable immediately or billed after the service has been provided.

13. Data Protection

Fatuka processes personal data only as necessary to prepare, confirm, and carry out your booking and to comply with its legal obligations. Details of what is collected, why, and which rights you have are set out in the Privacy Policy. Company and registration details are set out in the Imprint.

14. Governing Law and Jurisdiction

These Terms are governed by the law of the Republic of Namibia. The courts of Windhoek, Namibia have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or a booking made with Fatuka.

15. Final Provisions

Any amendment or deviation from these Terms requires written form (email is sufficient) and confirmation by Fatuka; this also applies to a waiver of this written-form requirement.

Should any provision of these Terms be or become invalid or unenforceable, the validity of the remaining provisions shall not be affected. The invalid provision shall be replaced by a valid one that comes as close as possible to its economic purpose.

This version of the Terms and Conditions is dated 14 September 2026 and replaces all previous versions.

By submitting your booking and ticking the consent checkbox, you confirm that you have read, understood, and accept these Terms and Conditions.

Version: 14 September 2026