Cancellation by you
Tell us as early as you can, by e-mail or on WhatsApp, quoting your booking reference. A cancellation takes effect on the day we receive it, not on the day you decided.
The cancellation terms for your booking are set out in the written confirmation we send you, and they are agreed before you pay anything. We do this because the terms genuinely differ between a half-day excursion, an airport transfer, a hotel reservation and a multi-day safari with camps booked months ahead. Read the confirmation before you accept it, and ask us if anything is unclear.
As a general principle, the closer to the travel date you cancel, the more of the cost we have already committed to drivers, boats, guides, park fees and accommodation, and the less we are able to return.
Cancellation by us
We cancel excursions only where conditions make them unsafe, most often sea state on boat trips. Where we cancel, you are offered an alternative date or a full refund of the amount paid to us.
Weather and tide
Boat excursions depend on weather and tide. Rain alone rarely stops a trip. Unsafe sea conditions do. The decision rests with the boat captain and is made on the day.
No-shows
Where a guest is not at the agreed pickup point at the agreed time and cannot be reached, the driver will wait a reasonable period before leaving. Keep your phone on and message us on WhatsApp if you are delayed.
Third-party terms
Hotels, safari camps and airlines set their own cancellation terms. Where these apply to your booking we will tell you before you confirm.
Changing a booking
Moving a date is usually easier than cancelling. Ask us first. Where suppliers have already been committed a change may carry a cost, and we will tell you what it is before you decide.
Refunds
Where a refund is due it is returned by the same method you paid, to the person who paid, normally within 14 working days of us agreeing it. Bank transfer charges and currency movement between the two dates are outside our control.
Travel insurance
Travel insurance is a condition of booking with us, and it must cover cancellation, curtailment, medical treatment and emergency evacuation. Where you cancel for a reason your policy covers, such as illness, your insurer is the route to recovering money we are unable to return.