REFUNDS & cancellations

Emazweni Escapes
Contact: customerservice@emazweniescapes.co.za

By booking with us, you agree to this Cancellations & Refunds Policy.

1. Prices, Payments & Payment Plans

1.1. Currency
All prices are quoted in South African Rands (ZAR). Payment is accepted in ZAR or, upon request, in Euros (EUR). Where payment is made in EUR, the amount payable will be provided by us at the time of invoicing and may not reflect a direct market conversion, as pricing is linked to travel arrangements in Europe. Clients must request EUR payment terms in writing before transfer.
1.2. Deposit
A non-refundable deposit of 20% of the package price is required to secure your place. No booking is confirmed until this deposit has cleared into our account and a Booking Confirmation has been issued.
1.3. Balance
The remaining balance must be received in full no later than the last day of the month two months before the trip’s departure month (e.g., for a May departure, full payment must be received by 31 March).

  • Payment plans are available, or you may choose to settle the full balance upfront.
  • If you join a trip after the payment plan has already begun, you agree to immediately (i) pay the full balance or (ii) pay all instalments that would have been due up to that date, and thereafter continue with the scheduled payments.
  • Failure to pay the full balance by the deadline will result in cancellation of your booking, with forfeiture of your deposit and any non-recoverable costs already incurred.

1.4. Payment Methods
Payments are accepted via bank transfer/EFT (and any other methods we confirm in writing). We do not process or store card details on our website. All bank and transfer charges are for the client’s account.
1.5. Price Changes
Before we receive your full balance, prices may change due to material exchange-rate movements, taxes, or supplier increases. We will do out best to not alter the price due to such fluctuations. After full payment, no price increase will be applied.
Once your balance has been paid in full, your package price is fixed and will not be increased.
For avoidance of doubt: (i) we do not reduce package prices retroactively, and (ii) if later bookers secure lower fares or promotions, earlier bookers are not entitled to a refund or discount.
1.6. Late or Non-Payment
If you fail to meet a payment deadline, we reserve the right to cancel your booking. In such cases, we will retain your deposit and any non-recoverable costs.
1.7. Discounts & Promotions
Referral credits, promotional discounts, or other offers cannot be applied retroactively to existing bookings unless expressly stated in writing by Emazweni Escapes.

2. Cancellations and Refunds

2.1. Client Cancellation
Cancellations must be notified to us in writing. The following cancellation fees apply (days before departure → amount retained):

  • 90+ days: Deposit retained, remainder (if any) refunded.
  • 60–89 days: 30% of the total trip cost retained, balance refunded.
  • 30–59 days: 50% of the total cost retained, balance refunded.
  • <30 days: 100% of total trip cost retained (no refund).

2.2. Non-recoverable Costs
All refunds exclude non-recoverable amounts already paid or committed to suppliers (including but not limited to airline tickets/fare differences, non-refundable hotel deposits, ticketing/admin fees, and bank/FX charges). These will be deducted from any refund due.
2.3. Refund Timeliness & Currency
Refunds are made in the currency of the original payment (ZAR or EUR only), to the original payer’s account, within 15 – 30 business days of written confirmation of cancellation. Bank/FX charges are borne by the client. Currency fluctuations between booking and refund are at the client’s risk.
2.4. Our Cancellation
We may cancel a trip due to force majeure events (e.g., natural disasters, pandemics, strikes, government actions) or material safety concerns. In such cases, you will be offered one of the following, at your election:

  • (a) a refund of monies paid to us, less non-recoverable costs; or
  • (b) transfer to an alternative trip/date of equivalent value.
    This is the full extent of our liability. We are not responsible for any additional costs (e.g., flights not booked through us, visas, insurance).

3. Cooling-off (South Africa)

Because our services relate to specific travel dates, the statutory “cooling-off” period for electronic transactions under South African law does not apply.

4. Changes to these Terms

We may amend these Terms at any time by posting a revised version on our website. Continued use of our services or completion of a booking after changes means you accept the updated Terms.

5. Governing Law & Disputes

5.1. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of Portugal.
5.2. Jurisdiction
The parties submit to the non-exclusive jurisdiction of Portuguese courts.
5.3. Complaints & Dispute Resolution

  • Any complaint must be raised immediately during the trip to allow us a reasonable opportunity to resolve it.
  • If unresolved, complaints must be submitted in writing within 28 days of the end of the trip.
  • Before commencing legal proceedings, both parties agree to first attempt to resolve disputes through good-faith negotiation or mediation.

6. Contact

Emazweni Escapes
Email: customerservice@emazweniescapes.co.za