Cancellation, Refund & Rescheduling Policy
Policy Highlights
This policy explains how cancellations, refunds and date changes work. Day tours may qualify for a full refund if cancelled at least 48 hours before travel. Same-day cancellations, late cancellations and no-shows may attract a 100% cancellation fee. Accommodation and third-party services are subject to supplier cancellation policies.
Company Information
Company Name: Mthunzi Tours and Safaris
Company Registration Number: 2019/623302/07
Email: info@mthunzisafaris.com
Phone: +27 72 187 9662
Country: South Africa
Cancellation, Refund & Rescheduling Policy
This Cancellation, Refund & Rescheduling Policy applies to bookings made with Mthunzi Tours and Safaris.
All cancellation requests must be sent in writing to info@mthunzisafaris.com.
1. General Cancellation Terms
Cancellation fees are charged to cover administration, reserved vehicle space, guide scheduling, supplier commitments, banking costs and lost availability.
Refunds are calculated on the amount received by Mthunzi Tours and Safaris in South African Rand.
Where international payments are made, refund amounts may differ due to exchange rate changes, bank fees or payment gateway deductions.
Bank charges, payment gateway fees and third-party fees may be deducted from any refund where applicable.
2. Day Tours and Safari Cancellation Rules
For day tours and safaris, the following cancellation terms apply unless otherwise stated in writing:
Cancellations made 48 hours or more before the travel date may qualify for a 100% refund of the amount received, less any bank fees, payment gateway costs or non-refundable third-party costs.
Cancellations made between 24 and 36 hours before departure may be subject to a 20% non-refundable administration fee.
Cancellations made less than 24 hours before the activity, on the day of the activity, or where the client does not arrive, will attract a 100% cancellation fee.
No refund will be due for no-shows, late arrivals that miss the departure, or cancellations made after the activity has started.
3. Multi-Day Tours, Accommodation Packages and Third-Party Services
For bookings involving accommodation, lodges, private reserves, third-party activities or multi-day arrangements, the cancellation policy of the relevant third-party supplier may apply.
Where a third-party supplier charges a cancellation fee, that fee will be passed on to the client.
Cancellations made 90 days or more before travel may qualify for a 100% refund of the Mthunzi Tours and Safaris portion received, less any bank fees, payment gateway charges or non-refundable third-party costs.
Cancellations made less than 30 days before departure may be subject to a 30% non-refundable administration fee, in addition to any third-party supplier cancellation fees.
4. Rescheduling and Postponement
Mthunzi Tours and Safaris may allow a booking to be rescheduled, subject to availability.
Where possible, safaris and day tours may be postponed to another date within 6 months of the original travel date.
Rescheduling is subject to availability, seasonal rate changes, supplier availability and operational requirements.
If the new date falls into a higher rate period, the client may be required to pay the difference.
5. Refunds Due to Unavailability
The provision of goods and services by Mthunzi Tours and Safaris is subject to availability.
If Mthunzi Tours and Safaris is unable to provide a confirmed service, we will make every reasonable effort to reschedule, rebook or offer a suitable alternative.
If no suitable alternative can be arranged, a refund may be considered and processed as soon as reasonably possible.
6. Weather, Safety and Park Conditions
Safaris and tours may be affected by weather, road conditions, park rules, reserve rules, gate closures, safety concerns or other circumstances beyond our control.
Where Mthunzi Tours and Safaris determines that a service cannot safely proceed, we may offer a rescheduled date, alternative activity or refund depending on the circumstances.
7. No-Show Policy
A no-show occurs when the client fails to arrive at the agreed pickup point, departure point or activity location at the confirmed time.
No-shows are treated as same-day cancellations and will attract a 100% cancellation fee.
8. How to Request a Cancellation or Refund
To request a cancellation, refund or reschedule, email:
Please include:
Booking name
Booking reference or invoice number
Travel date
Reason for cancellation or date-change request
Banking details, where a refund is approved