Refund Policy
We are committed to providing exceptional service and ensuring your satisfaction. However, we understand that plans can change. Below is our refund policy to help guide you through the process:
1. Reservation and Booking Cancellations
1.1. Standard Bookings:
- Cancellation More Than 30 Days Before Arrival:
– A full refund of the amount paid will be provided, minus a R20, for administrative costs.
- Cancellation 15-30 Days Before Arrival:
– 50% of the booking amount paid will be refunded.
- Cancellation 14 Days or Less Before Arrival:
– No refund will be provided.
1.2. Group Bookings or Special Events:
- Cancellation More Than 30 Days Before Arrival:
– A full refund of the amount paid will be provided, minus a R20, for administrative costs.
- Cancellation 15-30 Days Before Arrival:
– 50% of the booking amount paid will be refunded.
- Cancellation 14 Days or Less Before Arrival:
– No refund will be provided.
2. Refund Processing:
- Timeframe: Refunds will be processed within 14 business days of receiving the cancellation request, subject to the terms outlined above.
- Method of Refund: Refunds will be issued using the same payment method used at the time of booking. If this is not possible, we will arrange an alternative method.
3. Non-Refundable Items
- Deposits: Any deposit paid at the time of booking is non-refundable unless otherwise specified in the booking confirmation.
- No-Show: If you fail to arrive for your scheduled booking, no refund will be provided.
- Late Arrival: If you arrive late for your booking, no refund or partial refund will be provided for the time missed.
4. Changes to Reservations
- Modification of Dates: Changes to booking dates are subject to availability and may incur additional charges. Please contact us as soon as possible to discuss any required changes.
5. Special Circumstances
- Medical Emergencies: In the case of a medical emergency that prevents you from attending your booking, we may offer a partial refund or credit for future use, subject to proof of the emergency.
- Force Majeure: If events beyond our control (such as natural disasters, pandemics, or government restrictions) result in the cancellation of your booking, we will offer a full refund or credit for a future booking.