Terms of use

Who operates TrustLink

TrustLink Namibia ("TrustLink", "we", "us" or "our") is a digital marketplace operated by (operator details not published yet). These Terms apply to the website, related mobile experience, messages, matching, profiles, subscriptions and support services.

Acceptance and eligibility

By creating an account or using a paid TrustLink service, you agree to these Terms and acknowledge the Privacy Notice. You must be at least 18 years old and legally able to enter into contracts. A person acting for a business confirms that they have authority to bind that business.

Visitors may search and read approved public information without an account. An account is required to post a job or load, contact or message another user, submit a quotation, select a provider, confirm completion or payment, or submit a review.

One account and different modes

One person may use the same account in Customer Mode and Provider Mode. Each mode has separate permissions, status, verification and plan entitlements. A provider restriction or expired provider plan does not automatically remove legitimate Customer Mode access, unless the whole account is restricted for fraud, safety or legal reasons.

A user may not quote on, select, message themselves about, confirm or review their own job. TrustLink may block linked, duplicate or coordinated accounts used to manipulate payments, rankings, reviews or leads.

TrustLink is a marketplace, not the service provider

TrustLink introduces customers and independent providers. Unless TrustLink clearly states otherwise for a specific service, TrustLink is not the plumber, builder, driver, cleaner, tutor or other worker; is not an employer or agent of a provider; does not control how the work is performed; and is not a party to the work agreement between the customer and provider.

A verification badge confirms only the check described next to that badge. An identity badge does not guarantee skill, licensing, honesty, safety, availability or workmanship. Customers must make their own hiring decision.

Customer duties

Customers must:

• give accurate information about the work, location, timing, budget and any known safety risk;

• use lawful requests and provide a safe place for the provider to work;

• agree the scope, price, materials, start date and payment terms in writing before work begins;

• not misuse provider identity documents, photographs, contact details or messages;

• pay agreed amounts directly to the provider in accordance with their work agreement;

• not discriminate, harass, threaten, exploit or deliberately waste a provider's time;

• submit reviews and complaints honestly and only for genuine TrustLink jobs.

Provider duties

Providers must:

• use their true identity and submit only genuine, current documents;

• offer only services they are competent and legally permitted to perform;

• maintain any licence, permit, vehicle document, tax registration or insurance required for their work;

• quote honestly and identify labour, materials, call-out fees and important exclusions;

• protect customer addresses, phone numbers, photographs, messages and household information;

• arrive as agreed or notify the customer promptly;

• not substitute another worker without the customer's knowledge and any required verification;

• not pressure a customer to leave TrustLink in order to avoid platform fees or safety records.

TrustLink is free for customers

TrustLink is free for customers. There is no customer plan, no request fee, no matching fee and no charge for customer verification. Customers may search, post requests, compare quotations, message providers, make bookings, use transport matching and submit reviews without paying TrustLink.

Being free does not guarantee that a provider will respond, accept the budget, be available or complete the work.

Provider plans and service-category fees

The Free Provider Plan costs N$0 and includes one service category and three job responses per calendar month.

An active paid service category costs N$95 every 30 days. Each category is paid for separately: two categories cost N$190, three cost N$285, four cost N$380, and so on for each further category.

A category is paid in advance and becomes active only when an administrator approves the payment. Standard provider verification costs N$100 once-off and is separate from category fees.

A paid category or sponsored placement does not mean that a provider is the best provider and does not guarantee work, leads, income or ranking. Paid placement must be labelled. Relevance, location, service category, availability, verification, customer safety and account status may also affect matching or ranking.

When a paid category expires, that category receives a five-day grace period. After grace, only that category enters Restricted Mode until a valid renewal is approved. The expiry of one category does not disable the provider's other paid categories and does not affect Customer Mode. Historical records, reviews, quotations and messages remain available subject to retention and safety rules.

Quotations, work agreements and job payments

A quotation is an offer from the provider, not a TrustLink price guarantee. The customer and provider must agree the final scope and amount. TrustLink records quoted, agreed, provider-reported and customer-confirmed amounts separately.

Unless TrustLink introduces and clearly discloses an in-platform job-payment service, customers pay providers directly. TrustLink does not hold job money, guarantee payment, provide escrow or automatically refund money paid to a provider. Subscription and matching fees paid to TrustLink are separate from the job price.

Transport, childcare and regulated or higher-risk work

Drivers, child transport operators, childcare providers and persons performing regulated or high-risk work must meet the legal and verification requirements applicable to their service. TrustLink may require additional documents, checks or manual approval and may refuse a listing where the required evidence is missing.

Users must not use TrustLink for emergencies, illegal transport, trafficking, exploitation, dangerous goods, unlawful weapons, controlled substances, sexual services, fraudulent documents or any service prohibited by law or TrustLink safety rules.

Contact details and privacy during a job

TrustLink may hide phone numbers and exact addresses until the customer selects a provider or another disclosed safety condition is met. Users must not attempt to bypass these protections. Once details are shared, they may be used only for the relevant job and must not be sold, published or used for unrelated marketing.

Messages, portfolios and other user content

You keep ownership of content you submit. You give TrustLink a non-exclusive permission to store, process, display and moderate that content only as needed to operate, secure and promote the marketplace. You confirm that you have permission to upload the content and that it does not violate privacy, copyright or other rights.

TrustLink may remove unsafe, illegal, deceptive, irrelevant, private or rights-infringing content and may retain evidence required for an investigation or legal obligation.

Reviews and customer feedback

Only eligible users involved in a completed TrustLink job may submit the corresponding review or feedback. Public provider reviews must follow the Review and Content Policy. Provider feedback about customers is private or aggregated and is shown only where needed to protect eligible providers.

Prohibited conduct

• false identities, stolen documents, impersonation or account sharing;

• fake jobs, fake quotations, fake reviews or manipulated completion records;

• harassment, threats, hate, discrimination, sexual misconduct or exploitation;

• spam, scraping, malware, unsafe links or attempts to obtain passwords, PINs or one-time codes;

• receipt reuse, payment-proof alteration, chargeback abuse or other payment fraud;

• accessing another user's private jobs, messages, addresses, documents or account;

• using the platform to commit or facilitate unlawful conduct.

Artificial intelligence and voice tools

TrustLink may use automated tools to help convert speech to text, suggest categories, match requests, summarise activity, detect suspicious content or assist support staff. Automated output may be wrong. Users must be able to review and correct job wording, prices and other important information before submission.

AI must not be the sole decision-maker for identity approval, payment approval, permanent suspension or final complaint outcomes. A user may request manual review of a material automated recommendation or restriction.

Fees, invoices, refunds and changes

TrustLink fees are displayed before payment. Users must use the correct payment reference and submit genuine proof. Refunds and cancellations are governed by the Refund and Cancellation Policy and any mandatory right under Namibian law.

TrustLink may change future prices or plan benefits after giving reasonable notice. A change does not retrospectively alter an already approved paid period unless required by law or accepted by the user.

Account restriction, closure and appeal

TrustLink may warn, limit, suspend or close a role or account where reasonably necessary for non-payment, fraud, safety, serious misconduct, repeated policy breaches, legal compliance or protection of other users. Except in urgent safety or legal cases, TrustLink should explain the main reason and provide an appeal route.

Restriction does not automatically delete history. TrustLink may retain payment, complaint, fraud, safety and audit records as described in the Privacy Notice. Users remain responsible for obligations that arose before closure.

Platform availability and disclaimers

TrustLink aims to keep the platform available and information accurate but does not promise uninterrupted access, a particular number of providers, successful matching, work quality, customer payment, provider availability or a specific business result. Price guides are estimates, not binding quotations.

Responsibility and liability

Each customer and provider is responsible for their own conduct and work agreement. To the extent permitted by law, TrustLink is not responsible for indirect or consequential loss arising from a user's work, payment, cancellation or misconduct. Nothing in these Terms excludes liability that cannot lawfully be excluded, or limits any mandatory right under Namibian law. A Namibian legal practitioner must review this clause before publication.

Complaints, disputes and governing law

Users should first use the TrustLink Complaints process. TrustLink may help users communicate and may take platform action, but does not become the provider of the disputed work and is not a court or statutory regulator. These Terms are governed by the laws of Namibia. The parties retain the right to approach a competent Namibian court or authority.

Contact and notices

Formal notices and policy questions must be sent to (support email not published yet). Support is available through the Contact page and 081 302 5833 during the published support hours. TrustLink may send account notices by the email, mobile number or in-platform notification associated with the account.