Complaints & Dispute Resolution Policy
Policy Highlights
This policy explains how clients can raise complaints or disputes. Mthunzi Tours and Safaris will review complaints fairly and respond within a reasonable time. Complaints must include booking details and supporting information.
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
Complaints & Dispute Resolution Policy
Mthunzi Tours and Safaris aims to provide professional, reliable and respectful service.
If a client is unhappy with a service, booking, refund decision or customer experience, the client may submit a complaint in writing.
1. How to Submit a Complaint
Complaints must be sent to:
Please include:
Full name
Booking reference or invoice number
Travel date
Service booked
Description of the complaint
Supporting documents, photos or communication where available
Requested outcome
2. Complaint Review
Mthunzi Tours and Safaris will review the complaint and may request additional information where needed.
We aim to respond within a reasonable timeframe, depending on the nature and complexity of the complaint.
3. Fair Resolution
Where a complaint is valid, Mthunzi Tours and Safaris may offer an appropriate solution, which may include clarification, correction, rescheduling, partial refund, credit or another reasonable remedy depending on the circumstances.
4. Third-Party Services
Where a complaint relates to a third-party supplier, such as accommodation, activity provider, reserve, park authority, transfer partner or payment provider, Mthunzi Tours and Safaris may need to refer the matter to that supplier for response.
Third-party supplier terms may apply.
5. South African Law
These policies are governed by the laws of South Africa.
Any disputes will be handled in accordance with applicable South African law and consumer protection principles.