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Staying safe

Please read this before you hire someone.

Before the work starts

  • Agree the price in writing on TrustLink before any work begins.
  • Ask for the person's identity document when they arrive.
  • Tell a family member or neighbour that someone is coming to your home.

Paying

  • Do not pay a large deposit before you have confirmed three things: exactly what work will be done, the full price in writing, and the identity of the person doing it.
  • If materials must be bought first, pay only for the materials, ask for the slips, and keep the rest of the money until the work is finished.
  • Never pay the full amount before the work is done.
  • Pay in a way that leaves a record and keep your receipts and messages.
  • TrustLink does not hold your money for a job. Money you pay a service provider is between you and that person.

Warning signs

  • Someone asks you to pay outside TrustLink and stop talking here.
  • Someone asks for your bank card number, PIN or one-time code. Never share these.
  • A price is much lower than everyone else and money is needed right away.

In an emergency

TrustLink is not an emergency service. For Namibia Police, call 10111. For City of Windhoek Fire Brigade/Emergency, call 061 211111. Numbers are different in other towns, so please check the numbers for your area and keep them near your phone.

Safety and Community Standards

EMERGENCY: TrustLink cannot send emergency help. For police emergencies in Namibia call 10111. In Windhoek, the City lists 061 211111 for fire and emergency services. Users outside Windhoek must confirm the correct local number.

Before selecting a provider

• Read the provider profile, verification explanation, services and verified reviews.

• Compare more than one quotation where practical.

• Keep the exact address and private household information hidden until selection.

• Agree the work, full price, materials, start date and payment stages in writing.

• Tell a trusted person when someone is coming to your home or workplace.

• For high-risk or regulated work, confirm licences, permits, vehicle information or insurance where appropriate.

Identity and documents

A customer may compare the arriving provider with the verified TrustLink profile or ask to see appropriate identification. Users must not photograph, copy, keep or publish another person's identity document unless there is a lawful, necessary reason and consent or other legal authority. A verification badge is not a workmanship guarantee.

Payments for work

• TrustLink does not currently hold or guarantee job payments.

• Do not share bank passwords, card PINs or one-time codes.

• Avoid paying the full job price before the agreed work is completed.

• If materials are required, agree the amount and evidence in writing and keep receipts.

• Use a payment method that creates a record where practical.

• Keep TrustLink messages, quotations, receipts and completion evidence.

Because job payments are direct, the warning is not simply that payment happens "outside TrustLink". The warning sign is pressure to stop using TrustLink messages, hide the agreement, pay urgently, share secret banking information or avoid a recorded quotation.

Provider safety

• Review the customer's verified trust indicators and job description before accepting.

• Do not travel to a location that appears materially different from the request without clarification.

• Tell someone where you are working and when you expect to finish.

• Do not begin dangerous work without appropriate equipment, competence and legal permission.

• Do not surrender original identity documents or allow unnecessary copying.

• Leave and contact emergency services if threatened or if the situation is unsafe.

• Report scams, harassment, non-payment, unsafe conditions and no-shows through TrustLink.

Customer safety

• Do not admit a person whose identity materially differs from the selected provider without clarification.

• Secure money, documents, medicines and sensitive household information.

• Do not leave children, elderly persons or vulnerable people with an unapproved or ineligible provider.

• Do not ask a provider to perform unlawful, unlicensed or clearly dangerous work.

• Report threats, theft, harassment, property damage or serious misconduct promptly.

Transport, school transport and childcare

Before selection, TrustLink should show only approximate locations and relevant verification badges. Exact pickup details, child information and phone numbers must be limited to the selected, eligible provider. Customers must confirm the driver, vehicle, route, licence, passenger arrangements and emergency contact before the service begins.

Behaviour that is not allowed

• violence, threats, stalking, harassment or sexual misconduct;

• hate, discrimination or degrading treatment;

• theft, deliberate damage, fraud or extortion;

• trafficking, exploitation, child endangerment or illegal transport;

• drugs, unlawful weapons or illegal services;

• sharing another person's address, identity document, phone number or private messages;

• fake emergency requests, fake jobs or misuse of safety reports.

Reporting and platform action

Use the Complaints page or [INSERT PUBLIC SAFETY EMAIL] to report a problem. Immediate danger must be reported to emergency services first. TrustLink may preserve evidence, restrict contact, pause a profile, request further information or refer a matter to an authority. Serious action should be recorded and, where safe and lawful, be open to appeal.