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Last updated: July 2026
These Terms and Conditions govern the relationship between ProAvia Travel & Tours (“ProAvia”, “we”, “us”) and customers who enquire about, quote, or book travel services through our website, email, WhatsApp, telephone, or other channels. By requesting a quotation, accepting a quotation, or making a payment, you accept these terms.
ProAvia provides airport transfers, guided tours, vehicle rental, accommodation booking, flight ticketing, visa and immigration assistance, airport assistance, and scheduled shuttle services in Namibia. We act as an intermediary for many third-party services, including airlines, lodges, vehicle rental companies, and tour operators. The exact scope of each service is described in the relevant quotation.
Submitting a booking request, completing a form on this website, or sending an enquiry by email or WhatsApp does not constitute a confirmed booking. A booking becomes confirmed only after ProAvia provides written confirmation and any stated payment requirement has been satisfied. Availability may change before confirmation.
Quotations describe the proposed service, price, inclusions, exclusions, payment requirements and cancellation conditions for that specific booking. Quotations may have a validity period, after which the price and availability may change. Customers must review the quotation before accepting it, and must check that names, travel dates, destinations and service details are correct. Third-party supplier conditions may apply and will be disclosed in the quotation where known.
A booking is confirmed only when ProAvia issues written confirmation, typically by email or WhatsApp, and any deposit or full payment required at the time of booking has been received. Until that point, the service remains subject to availability and may be booked by another customer.
Prices are quoted in the currency stated on the quotation. Prices may include or exclude taxes, park fees, fuel, driver gratuities, and other items, as stated in the quotation. Prices may change due to supplier price changes, currency fluctuation, fuel surcharges, or changes in government taxes. A confirmed quotation locks the price for the validity period stated on it.
The deposit and payment schedule for each booking is stated in the quotation. Some services require full payment at the time of booking. Others require a deposit with the balance due before travel. Where a third-party supplier demands early payment or full prepayment, that requirement is passed through to the customer. Receipt of payment is confirmed by ProAvia in writing.
Customers are responsible for holding valid passports, visas, vaccination certificates, and other documents required for their trip. ProAvia can assist with visa applications as an administrative service, but visa decisions are made by the responsible authority and cannot be guaranteed. Customers should confirm entry requirements with the relevant embassy or consulate before travel.
ProAvia acts as an intermediary for many services, including airlines, lodges, hotels, vehicle rental companies, and ground operators. Each supplier has its own terms and conditions, which are incorporated into your booking by reference. ProAvia is not liable for the acts, errors, or omissions of third-party suppliers, but will assist customers in resolving issues that arise during a service.
Customer-requested changes are subject to availability and to the supplier’s change rules. Changes may incur a fee, may require a new quotation, and may not be possible close to the travel date. ProAvia may need to change a booking due to supplier changes, operational reasons, or force majeure. Where we initiate a change, we will inform the customer as soon as reasonably possible and offer the best available alternative.
Cancellation conditions vary by service, supplier and travel date. The applicable conditions will be stated in your quotation or booking confirmation before payment. Customers should review and accept those conditions before confirming a booking. Full details are set out in our Cancellation and Refund Policy.
A no-show is treated as a cancellation on the day of service and is generally non-refundable. Late arrivals may shorten or cancel the affected service. For flights, late arrival at the airport is governed by airline check-in rules. Customers should contact ProAvia immediately if they expect to arrive late.
Some tours and transport services depend on weather, road and safety conditions. Where operating would be unsafe, ProAvia may delay, reschedule, modify or cancel the affected service. The available remedy will depend on the circumstances and any supplier conditions disclosed during booking.
ProAvia is not liable for failure to perform a service where the failure is caused by an event outside our reasonable control. This includes natural disasters, severe weather, road closures, pandemic measures, government action, civil unrest, strikes, airline schedule changes, supplier failure, and similar events. In such cases we will work with you to find the best available alternative.
ProAvia acts as an intermediary for many third-party services and is not liable for the acts, errors, or omissions of third-party providers. Our liability for services we provide directly is limited to the amount paid to ProAvia for the affected service. We are not liable for indirect or consequential losses, including missed flights, lost holiday time, or additional expenses arising from third-party failures.
We handle personal information in line with our Privacy Policy. Please read that policy for details on what information we collect, how we use it, and your rights.
If something goes wrong during a service, please contact us as soon as possible so we can try to put it right while you are still travelling. Complaints should be sent in writing to bookings@proaviainc.com. We will acknowledge complaints within a reasonable time and aim to resolve them through direct discussion. Where a complaint cannot be resolved, the laws of the Republic of Namibia apply.
Specific prices, payment requirements, cancellation conditions, supplier rules and service inclusions may be provided in your quotation or booking confirmation. Where a quotation or confirmed service agreement contains terms that are more specific than these general website terms, the service-specific terms in the accepted quotation or confirmation will apply to that booking.
Website enquiries are not automatically confirmed bookings. A booking becomes confirmed only after ProAvia provides written confirmation and any stated payment requirement has been satisfied. Quotations may have a validity period. Availability may change before confirmation. The customer must review the quotation before accepting it, and must check names, travel dates, destinations and service details. Third-party supplier conditions may apply. The final quotation must state the important payment and cancellation requirements for that service.
Material terms, including any non-refundable components, cancellation fees and supplier rules, are disclosed before booking confirmation or payment. No hidden conditions are introduced after the customer has paid.
We may update these Terms and Conditions from time to time. The “Last updated” date at the top of this page reflects the most recent revision. Bookings already confirmed before an update are governed by the terms in force at the time of confirmation.
See also our Cancellation and Refund Policy and Privacy Policy.