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Help Center

Find answers to common questions, troubleshooting guides, and connect with our support team for your travel and hosting needs in Uganda.

We're here to help you explore Uganda with confidence
Common Questions

Frequently Asked Questions

How do I verify my account?

Account verification helps build trust. Complete your profile, add a government ID, and verify your phone number.

How do I arrange accommodation?

Browse available listings and contact the host directly to discuss availability, pricing, and booking arrangements.

What payment methods do you accept?

Payment methods are determined by individual hosts. UGXplora does not currently process payments on the platform.

How do I create a property listing?

To create a listing, go to your host dashboard, click "List Your Property," fill in details about your space, upload high-quality photos, set your pricing and availability, and submit for review. Listings may be reviewed before being published to ensure they meet our platform guidelines.

What should I do if I have issues with a booking?

First, try to resolve the issue directly with the host through our messaging system. If you can't reach a resolution, contact our support team within 24 hours of check-in. Provide details and any relevant photos. We may review the situation and provide guidance where possible, but disputes are primarily between users and hosts.

How are prices determined for accommodations?

Hosts set their own prices based on location, amenities, season, and market rates. Prices may vary by season, day of week, and length of stay. You'll see the total price including any fees before booking. For car rentals, prices include the base rate, insurance, and any additional services selected.

What safety measures are in place?

Guests should review listing details carefully and communicate directly with hosts before making arrangements. We provide a review system for transparency and encourage users to follow our safety guidelines.

Can I cancel or modify my booking?

Cancellation policies vary by host and are clearly displayed before booking. You can modify or cancel bookings through your dashboard, subject to the host's cancellation policy. For car rentals, modifications depend on availability and rental company policies.

How do I contact a host before booking?

Click the "Contact Host" button on any property listing to contact the host using the contact options provided on the listing. This keeps your personal contact information private until you've confirmed a booking. Hosts typically respond within a few hours.

Get in Touch

Contact Options

For General Inquiries

1

Email Support

Send us an email at ugxplora@gmail.com for general questions and non-urgent issues.

2

Phone Support

Call +256 757 904 596 during business hours (8am-6pm EAT, Monday-Friday).

3

Live Chat

You can send us a message on +256 757 904 596

For Urgent Issues

1

Emergency Support

For emergencies, please contact local emergency services.

2

Booking Issues

If you have immediate booking problems, use the "Help" button in your dashboard.

3

WhatsApp Support

Message +256 757 904 596 on WhatsApp for quick assistance with urgent matters.

What to Expect

Support Response Times

Our Commitment to Timely Support

We strive to respond to all inquiries as quickly as possible. Email inquiries receive responses within 24 hours during business days. Urgent safety and emergency issues are addressed immediately through our 24/7 emergency line. Live chat and phone support are available during business hours for immediate assistance.

For complex issues requiring investigation, we'll acknowledge your inquiry immediately and provide regular updates until resolution.

Platform Disclaimer

UGXplora is a digital platform that connects travelers with property owners and service providers in Uganda. UGXplora does not own, manage, operate, or control any listed properties, vehicles, or travel services. All arrangements, payments, and agreements are made directly between users and the respective host or provider.

Still Need Help?

Can't find what you're looking for? Our support team is ready to assist you with any questions or concerns about your UGXPLORA experience.