Cancellation & Refund Policy

We understand that travel plans can change. This Policy explains how customer cancellations, supplier cancellations, changes, credits and refunds are handled.

It must be read with the final quotation, booking confirmation, Booking Terms and Conditions, supplier terms and applicable South African law.

A cancellation request should be sent to us in writing by email or official WhatsApp, and should include the lead traveller's name, booking reference, travel dates and the services affected. The cancellation date is the date we receive the written request.

A customer may cancel an advance booking. SA Travelcations may charge a reasonable cancellation amount where permitted by law. The amount is not automatically the same for every booking and may take account of:

• The notice given before travel.
• The nature, seasonality and total value of the booking.
• The likelihood of obtaining another booking for the same services.
• Planning or services already performed.
• Non-recoverable supplier payments and supplier cancellation charges.
• Accommodation, ticket, activity, transport and payment-processing terms.
• Any amounts that SA Travelcations successfully recovers or avoids.

We will not describe a supplier charge as non-refundable if it has in fact been recovered. Nothing in this Policy imposes an automatic 100% forfeiture in every case.

The following guide helps customers understand how timing can affect recoverability. It is not a fixed penalty schedule and does not replace a booking-specific calculation.

A deposit is used to reserve services and may be paid to suppliers. A deposit is not automatically forfeited in every cancellation. Any retained amount will be based on services performed, supplier commitments, amounts that cannot reasonably be recovered and other reasonable charges, subject to applicable law.

The R250 itinerary fee pays for a planning service. Once detailed planning has been substantially performed, the fee is generally non-refundable if the customer does not proceed. Where the customer confirms the relevant booking through SA Travelcations, the fee is credited towards that booking.

Hotels, ticketing services, activities and transport providers may have separate cancellation periods and non-refundable rates. These terms may affect the amount available for refund.

On request, we will explain the principal supplier charges applied to the calculation, subject to confidentiality and availability of supporting records.

Where practical, we may help a customer change dates, replace an activity, accept a supplier credit or move recoverable value to a revised booking. Changes are not guaranteed and remain subject to supplier approval, availability, validity periods and any price difference or change fee.

Where a traveller does not attend a confirmed service or arrives too late to participate, the affected service may be non-refundable if the supplier charges in full or it cannot reasonably be resold. Any new transport, ticket or rebooking cost is for the customer unless otherwise agreed.

We will consider reasonable change, credit or refund options available from suppliers, but illness, family emergencies, work commitments and other personal circumstances do not automatically create a full-refund right. Customers should claim eligible losses from comprehensive travel insurance where applicable.

If SA Travelcations cancels a service that cannot be supplied and the customer is not responsible, we will consider the circumstances and offer an appropriate remedy, which may include a suitable alternative, rescheduling, credit or refund of amounts due and recoverable.

We will not retain payment for a service that we did not provide where the law requires repayment.

If an independent supplier cancels, we will use reasonable efforts to arrange a comparable alternative, reschedule the service or obtain the appropriate supplier credit or refund. Alternatives may involve a price difference, which will be discussed before confirmation.

Cape Town experiences such as cruises, cable-car visits, paragliding, marine activities and outdoor adventures may be affected by weather or safety conditions. Where the supplier cancels, the supplier's remedy may be rescheduling, an alternative, credit or refund.

A customer who chooses not to attend while the supplier remains operational may be treated as a customer cancellation.

Severe weather, natural disaster, civil unrest, government action, public emergency, transport disruption, strike, attraction closure or another event beyond reasonable control may affect travel. We will work with customers and suppliers to identify available alternatives, credits or refunds.

The outcome will depend on services already delivered, supplier recoverability, insurance and applicable law.

1. 01We determine which services were delivered, cancelled, recoverable or subject to supplier charges.
2. 02We calculate the amount due after lawful and reasonable deductions.
3. 03We provide the customer with the outcome and any required confirmation details.
4. 04Approved refunds are generally returned through the original payment method where practical.
5. 05Bank, card, foreign-exchange and payment-provider processing times may affect when funds appear.

SA Travelcations will aim to process an approved refund within a reasonable period after supplier recoveries and required information are received. A specific timeframe may be stated in the customer communication once the circumstances are known.

Customers should contact SA Travelcations first so that a cancellation or payment concern can be assessed. A chargeback does not remove the customer's responsibility for services delivered or valid cancellation charges. We may provide the payment provider with relevant booking and communication records when responding to a dispute.

Customers are strongly encouraged to obtain insurance that includes suitable cancellation and interruption cover. The insurer determines whether a claim is covered under its policy.

Nothing in this Policy removes or limits a right that cannot lawfully be excluded under South African law. Where this Policy conflicts with a mandatory consumer right, the applicable law prevails.

Questions or cancellation requests should include the lead traveller's name, booking reference, travel dates, affected services and the requested outcome. We will assess each matter on its facts and communicate the available options.