Complaints & Dispute Resolution

BLC is committed to fair, timely resolution of complaints between Users and about the Platform.

1. Scope

This Policy covers complaints about the Platform (e.g. billing, listing review, technical issues) and disputes between Users (e.g. equipment condition, payment, cancellation). BLC facilitates User-to-User disputes but is not an arbitrator of the underlying hire or sale contract.

2. Step 1 - Raise it with the other party

Users should first attempt to resolve a dispute directly, in good faith, using the contact details or in-app chat provided once a transaction begins.

3. Step 2 - Lodge a complaint with BLC

If direct resolution fails, submit a complaint to BLC including:

• Your name and account details.
• The listing/booking reference and the other party involved.
• A clear description of the issue and what outcome you seek.
• Supporting evidence (photos, messages, handover records, receipts).

Email: blc.bertus@gmail.com. Telephone: +264 81 603 4139.

4. Our response times

• Acknowledgement of complaint: Within 2 business days.
• Initial assessment / information gathering: Within 7 business days.
• Proposed resolution or mediation: Within 14 business days.

5. Step 3 - Mediation

Where appropriate, BLC may offer to mediate informally between the parties to reach a fair settlement. Participation is voluntary and any settlement is recorded in writing.

6. Step 4 - External remedies

If a dispute cannot be resolved, either party may pursue their legal remedies under Namibian law, including approaching a competent Namibian court or an agreed arbitrator. This Policy does not limit any statutory rights.

7. Good faith and non-retaliation

Users must engage honestly. Retaliatory conduct (such as abusive reviews or harassment) in connection with a dispute is a breach of the Acceptable Use Policy and may lead to suspension.