Legal · Support

Complaints & Support

Last updated: 3 November 2026

How to reach us

If something went wrong with a trip, a payment, a captain, a boat, or your account, we want to hear about it. You can reach BOWTT support by:

Email: info@bowtt.com
Phone: +254 794 148 461
WhatsApp, from your account page in the app, where available

When you contact us, please include your phone number and, if you have it, the trip or booking reference — it helps us find your trip quickly.

Payment disputes, receipts and refunds

Passengers pay captains directly, and BOWTT does not receive or hold any fare. Two things follow from that:

Receipts. Your payment receipt is generated by BOWTT when the captain confirms you paid. It records what the captain confirmed and shows the quoted amount. It is not a tax invoice.
Refunds. BOWTT cannot refund or reverse a payment it did not receive. If a refund is due, only the captain can issue it. If the captain does not respond or you disagree, contact us and we will help look into it, but we cannot guarantee the outcome.

A disagreement about whether a fare was paid is reviewed by BOWTT: if a captain reports a trip as unpaid, or a passenger disputes that report, BOWTT looks into it and works to resolve it fairly. When you contact us, include the trip reference shown on your trip summary or receipt. See our Cancellation & Refund Policy for how this fits into the trip lifecycle.

Safety concerns

If you are in immediate danger, contact the relevant emergency services first. To report a safety concern about a completed or ongoing trip that is not an emergency — such as an unsafe boat, missing safety equipment, or concerning behaviour — contact BOWTT support as soon as you can, using the details above.

Complaints about a captain, boat, or passenger

You can raise a complaint about the conduct of a captain, a boat's condition, or a passenger's behaviour at any time, whether or not you also leave a rating. Ratings and complaints are reviewed separately — a rating reflects your experience, while a complaint is looked into directly by BOWTT.

Account and application issues

If you are a captain applicant with a question about your application, your documents, or a field visit, contact us the same way, or ask your assigned field officer if you have one.

What happens after you contact us

We review complaints in the order we receive them and prioritise safety concerns. We aim to respond as quickly as we reasonably can, though response times can vary with the nature of the issue. We will not share your complaint with the other party in a way that identifies you unless it is necessary to resolve it.