Trust & Safety
Your security is our priority. Learn about the measures we take to create a safe and trustworthy platform for all users.
Building Trust in Our Community
At Nalomba, we're committed to creating a safe, secure, and trustworthy platform where South Africans can confidently share resources. Our comprehensive approach to trust and safety is designed to protect both renters and lenders at every step of the rental process.
Our Trust Pillars
User Verification
We verify the identity of all users through multiple methods, including ID verification, email confirmation, and phone verification, creating a community of accountable members.
Community Trust & Reviews
Our transparent review system creates accountability in the community, helping users make informed decisions based on others' experiences, building a trusted network of lenders and borrowers.
Secure Payments
All transactions are processed through our secure payment system, which complies with South African financial regulations and protects your financial information.
User Verification Process
Our multi-step verification process helps ensure that all Nalomba users are who they say they are, creating a trusted community.
Identity Verification
We verify users' identities through South African ID or passport verification, ensuring that every account represents a real person. This process complies with FICA requirements and helps prevent fraud.
Contact Verification
Users must verify both their email address and phone number, ensuring we can reach them if needed and adding another layer of security to their account.
Profile Completeness
We encourage users to complete their profiles with photos, personal information, and preferences. More complete profiles build trust and help users make informed decisions about who to rent from or lend to.
Review System
Our review system allows users to rate and review each other after transactions, creating a reputation system that rewards positive behaviour and helps identify trustworthy community members.
Secure Payment System
Our secure payment system protects both parties and ensures that financial transactions are safe, transparent, and compliant with South African regulations.
How It Works
- Renters pay through our secure platform when booking an item
- Funds are held securely until the rental period begins
- After the rental period ends and the item is returned in good condition, the payment is released to the lender
- If any issues arise, our dispute resolution process helps resolve them fairly
Payment Security
- PCI-DSS compliant payment processing
- Encrypted transaction data
- Support for major South African payment methods
- Compliance with POPIA and financial regulations
Dispute Resolution
We understand that sometimes things don't go as planned. Our fair and transparent dispute resolution process helps resolve issues quickly and equitably.
Our Process
Report
User reports an issue through the platform
Review
Our team reviews the case and gathers information
Mediate
We work with both parties to find a fair resolution
Resolve
We implement the resolution and follow up
For the fastest resolution, we recommend that users document their rental experience with photos before and after the rental period, and keep all communication within our platform.
Privacy and Data Protection
We take your privacy seriously and are committed to protecting your personal information in compliance with South Africa's Protection of Personal Information Act (POPIA).
How We Protect Your Data
- Encryption of sensitive personal and financial information
- Secure data storage with regular security audits
- Limited data sharing only as necessary for platform functionality
- Regular staff training on data protection best practices
Your Privacy Rights
- Right to access your personal information
- Right to correct inaccurate information
- Right to request deletion of your data (subject to legal requirements)
- Right to object to certain processing of your data
Community Guidelines
Our community guidelines help ensure that Nalomba remains a safe, respectful, and trustworthy platform for all users. We expect all members to adhere to these guidelines.
Respect
Treat all community members with respect and courtesy. Discrimination, harassment, or hate speech will not be tolerated.
Honesty
Be truthful in your listings, communications, and reviews. Misrepresentation undermines trust in our community.
Responsibility
Take care of items you rent, return them on time, and follow through on your commitments as a lender or renter.
Have Questions About Trust & Safety?
Our dedicated Trust & Safety team is here to help with any questions or concerns.