frequently asked questions.

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1.    What is UMO?
Think of it as an online marketplace for Namibian services and experiences. Use the app to search for (or become) an amazing service provider.

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2.    What type of service providers will you find on the app?

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• Tour Guides

• Domestic Cleaners

• Gardeners

• House and Pet-Sitters

• Tutors / Instructors

 

Whether it's travel or home related, find a local, lekker, Namibian service.

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3.    How does it work?
For customers: Download the app and search for one or more of the above categories. Check out a service provider's profile, what they offer, and book your desired service! You can pay your service provider depending on what you both agree upon - PayToday, Cash, EFT, or other.

We recommend exchanging contact details and having a get-to-know-you call with your chosen service provider before your booking commences. 

For service providers: Sign up, complete your profile, and add your services and availability. Get booked and earn through your preferred payment method. 

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4.    What documents do service providers need to add to their profile?
For security and safety reasons, we require each service provider to upload either a certified copy of their valid identification document (ID/passport) or a photo of themselves holding the original document next to their face. This will earn you a grey ‘validated’ badge. You may also add any relevant certification/qualification documents you might have (for e.g. tour guides, we highly recommend you upload any up-to-date certifications and specific driving permits) or a testimonial letter from a previous employer – this will grant you a green validated badge. Additionally, you may add a police clearance certificate no older than 12 months – this will upgrade you to the blue validated badge.

None of these documents will be publicly visible on your profile. You can choose to share any of the above with a client if they would like to see them. 

We highly encourage you to upload all of the above, as it will enhance the credibility of your profile. 

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5.    What documents do customers need to add to their profile?    
Clients are not required to add any documents, however, we highly encourage uploading a valid identification document. This will earn you a blue ‘validated’ badge.

Service providers on the other hand must provide a valid ID document and can upload certifications/qualifications, employee testimonials and a police clearance certificate. These will not be publicly visible but you could ask a service provider if you may view these documents – they can then choose to share them with you privately via the app messaging feature. 

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6.    How many services/experiences can a service provider add to their profile?
You can add as many services to your profile as you like. We encourage you to make these as detailed as possible, so clients can fully know what to expect of each experience. Provide a brief title, a clear description of your service, your location and any other important details your potential clients should be aware of. 

Make it clear what the duration of your service is (for example, for cleaners, indicate whether you offer a full-day cleaning service, half-day, or just an hour or two), where it is available (Windhoek, Swakopmund, etc.), what group size the service can cater to (for tour guides or instructors, for example), the price, and if you have a cancellation policy. 

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7.    How do service providers get paid?
You may choose to receive payment via cash or any other preferred method. Please make this clear to your client upon booking confirmation.​​

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8.    How far in advance can I book a service provider?
You may book tour guides and house- and pet-sitters 12 or more hours in advance. We restrict this in order to provide these service providers with enough time to prepare for a booking, should they accept. 
For domestic cleaners, gardeners, and tutors/instructors, the booking period is a little more lenient – you may book them 3 or more hours in advance. 

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9.    Cancellation policies
Each service provider may stipulate their own cancellation policies. We encourage you to make these as flexible and as clear as possible to attract clients and avoid possible confusion around last-minute cancellations and payments. 

When determining your cancellation policy, keep in mind that for tour guides and house/pet-sitters, clients may only book you 12 or more hours in advance, and for cleaners, gardeners, and instructors/tutors, you may be booked 3 or more hours in advance. 

If you are unable to provide the service for the date and time a client has requested to book you (for e.g. if it is too short notice), you may reject the booking or suggest an alternative time. It will not impact your rating. 

 

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10.    Can I request, change or cancel a booking last-minute?
In order to avoid any inconveniences or last-minute rushing, we restrict booking requests to certain time periods. You can request a tour guide or house/pet-sitter 12 or more hours before a desired booking, and a cleaner, gardener, and tutor/instructor 3 or more hours before. Keep in mind that your booking request will still have to be approved by the service provider, so we encourage you to give them enough time to respond and prepare for the service you’ve booked. 

We recommend that both customers and service providers aim to avoid last-minute cancellations. 

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