TRAVELHOUSE AFRICA TERMS AND CONDITIONS, Refunds and Cancellation
BOOKING AND TRAVELING DURING THE TIME OF COVID-19
(New bookings made from now until 31 December 2020 with a travel date anytime until 20 Dec 2021)
We have amended our standard terms and conditions to provide our clients with additional peace of mind when it comes to booking their holidays and should their plans be impacted directly by Covid-19 during these uncertain times.
Most of our suppliers have adapted their Terms & Conditions for new bookings to allow for more flexibility. If required, many will allow us to move your booking to a future date at the same rate even if new dates fall into a new, higher rate period. Additionally, some are also allowing us to cancel bookings up to 60 days prior to travel without any penalty and where deposits have been paid to secure the booking, these are refundable.
Our pledge:
At TravelHouse Africa is that we will match our terms with the terms of each supplier within an itinerary and that we will not simply standardise our terms (to minimise our own risk) by charging a non-refundable deposit. Furthermore we will endeavour to provide complete transparency in this regard and when we do use suppliers where deposits are non-refundable or where confirmation comes with financial risk, we will bring this to your attention first. This will give you an opportunity to change the supplier to one with more favourable terms, or to proceed.
This guarantee and amendment is only applicable to an inability to travel due to possible complications associated with Covid-19, such as travel bans and quarantine requirements that may still be in place, preventing travel from taking place.
TravelHouse Africa reserves the right to change, amend, or retract any of these terms and conditions from time to time, as it deems fit.
Why do some lodges charge a non-refundable deposit?
Whilst we are seeing more flexibility in terms of moving bookings or being able to cancel at no cost during this uncertain time, we would like to explain why it is that most safari lodges and some other, remotely located properties, charge a non-refundable deposit.
Booking terms from the perspective of a city hotel vs a safari lodge or remotely located property are very different. Safari lodges and properties that are remotely located or harder to get to, generally have longer lead times as more planning goes into booking such a destination. The property has very little chance of being able to fill beds last minute in the case of cancellations.
Poaching is threatening wildlife conservation in Africa and many private lodges and reserves do not receive government funding for anti-poaching units and conservation work. Deposit payments are often essential to the success of ongoing conservation work 24/7.
On Confirmation
To confirm your booking and secure your space, TravelHouse Africa requires a 30% deposit. Without a deposit, the reservation will not be made with our service suppliers. The balance of payment is due 60 days prior to the beginning of your itinerary. Bookings made within 60 days prior to departure are subject to 100% prepayment at the time of confirming the reservation.
Payment
Travel House Africa invoices clients in the separate currencies that are charged by our suppliers (ZAR, USD, EUR) and these will be converted into your home currency on the day of confirming your booking (for the deposit) and the due day of your final payment.
A personal payment portal link will be emailed to you where both credit card and EFT/ Bank Transfer payments are facilitated. Transaction currency is South African Rand ZAR.
Please note that should TravelHouse Africa book flights on behalf of the client, payment is preferred by credit card because of the time delay of securing funds to us when paying by bank transfer. Flight costs and seat availability can only be confirmed once payment is received by us. If payment is made by EFT, the availability and tariff can only be guaranteed once the funds have cleared in our account.
In addition to this, when booking flights with TravelHouse Africa, we require a copy of all passengers’ passports. Airlines require the full names of passengers as printed on the passports and will not accept changes once tickets are issued. TravelHouse Africa accepts no responsibility for incorrect passport numbers or incorrect spelling of full names if passport copies are not provided.
Rebooking Service
Moving your confirmed booking to a future date rather than cancel outright is often the most cost effective way of handling travel arrangements that have been affected by the covid-19 pandemic. For your increased booking confidence and comfort, we will happily rebook existing or new holiday bookings up until 60 days prior to your original travel date at no cost (subject to availability). Rebooking will only be allowed once and any additional supplier costs incurred due to changes or additions to your itinerary and upgrades, such as additional costs for changing seasons or upgrades to your accommodation, will still apply.
Cancellation
For cancellations more than to 60 days prior to travel - Minimal fee according to the individual supplier terms and conditions (see our pledge above in paragraph 3).
Cancellation 60 to 30 days prior to travel - 50% of the total cost is forfeited
Cancellation less than 30 days prior to travel - 100% of the total cost is forfeited
Refunds
In case of cancellations of travel arrangements, refunds will be processed according to the above cancellation policies. Credit notes will be issued and the transfer of already paid funds (if higher than the amount owed to TravelHouse Africa) will be initiated, using the same payment method as funds were received. Refunds will be done within 7 working days.
Flights
We will be quoting and booking flexible and refundable fare classes and not necessarily the lowest fares as these are very rarely changeable or refundable in the case of a cancellation. In doing so you will not only mitigate the risk associated with flights but will be provided greater flexibility should you wish to postpone or change your travel dates at any time. Airlines change their policies on rebooking frequently and while we attempt to reissue flights for the new travel dates free of charge, there might be additional cost for changing flight tickets.
Insurance
Your trip may still be a long way off but if you have not considered taking out travel insurance we highly recommend that you purchase comprehensive travel insurance within 21 days of paying your deposit with us. While we recognise all travel insurance is limited in respect to coverage for Covid-19, sufficient travel insurance cover for cancellation, curtailment or medical emergencies is absolutely essential in fully protecting your holiday investment. The more flexible supplier terms and conditions currently in place during the covid pandemic should provide additional peace of mind.
While we are not an insurance broker, we are happy to refer you to experienced advisers. Please let your travel consultant know if you require assistance.
Passports & Visas
Please note that most destinations in Africa will require travelers to have a minimum of two consecutive blank “visa” pages in their passport which lie side by side when the passport is open (i.e. a left- and a right-hand page). Passports will also need to be valid for no less than 30 days after the expiry of your intended visit. Passengers traveling to Southern Africa with passports that do not comply with these requirements may be stopped from boarding the aircraft or risk deportation on arrival in Southern Africa.
Requirements for visitor’s visas differ from country to country and the requirements are subject to change. Please make sure that you check visa requirements for every country you visit on a multi-destination itinerary and to ensure that you do not leave visa applications for the last minute if required to apply beforehand. Many countries do not issue visas on arrival and so if a visa is required and you arrive without one, immigration officials are obliged to deny entry. Many countries have an e-visa program these days which makes applying for visas more convenient depending on your nationality.
Traveling with Children
In addition, a parent traveling with children, without the other parent, will need a letter of consent as well as a passport copy from the absent parent. The letter of consent must be certified by the police. All children traveling need their original birth certificate. Please familiarise yourself with the requirements, and TravelHouse Africa can not be held responsible for incorrect travel documentation or visa stipulations resulting in denied entry into your destination.
2. GENERAL BOOKING AND TRAVELING TERMS AND CONDITIONS, REFUNDS AND CANCELLATIONS
(New bookings made from now until 31 December 2020 with a travel date anytime after 20 Dec 2021)
Booking Terms and Conditions
To confirm your booking, TravelHouse Africa requires a 30% deposit. Without a deposit, the reservation will not be made with our service suppliers. The balance of payment is due 60 days prior to the beginning of your itinerary. Bookings made within 60 days prior to departure are subject to 100% prepayment at the time of confirming the reservation.
Travel House Africa invoices clients in the currencies that are charged by our suppliers (ZAR, USD, EUR) and these will be converted into your home currency on the day of confirming your booking or the due day of your final payment.
A personal payment portal link will be emailed to you where both credit card and EFT payments are facilitated.
Payment of flights bookings
Please note that should TravelHouse Africa book flights on behalf of the client, payment is required by credit card because of the time delay of securing funds to us when paying by bank transfer. If payment is made by EFT, the availability and tariff can only be guaranteed once the funds have cleared in our account.
In addition to this, when booking flights with TravelHouse Africa, we require a copy of all passengers’ passports. Airlines require the full names of passengers as printed on the passports and will not accept changes once tickets are issued. TravelHouse Africa accepts no responsibility for incorrect passport numbers or incorrect spelling of full names if passport copies are not provided.
Our Cancellation Policy
- Cancellation more than to 60 days to travel: 30 % deposit is forfeited
- Cancellation 60 to 30 days prior to travel - 50% of the total cost is forfeited
- Cancellation less than 30 days prior to travel - 100% of the total cost is forfeited
Flights, safari lodges luxury train bookings and bookings between Christmas and New Year might fall under stricter cancellation policies, which will be specified in your quotation.
Refunds
In case of cancellations of travel arrangements, refunds will be processed according to the above cancellation policies. Credit notes will be issued and the transfer of already paid funds (if higher than the amount owed to TravelHouse Africa) will be initiated, using the same payment method as funds were received. Refunds will be done within 7 working days.
Travel Insurance
TravelHouse Africa advises all clients to take our medical, cancellation and curtailment cover for this booking to avoid being charged cancellation fees in the event of not being able to travel.
Passports and Children
Please note that anyone traveling to Southern Africa must have a minimum of two consecutive blank pages in their passport which lie side by side when the passport is open (i.e. a left- and a right-hand page). Passengers traveling to Southern Africa with passports that do not comply with these requirements may be stopped from boarding the aircraft or risk deportation on arrival in Southern Africa. In addition, a parent traveling with children, without the other parent, will need a letter of consent as well as a passport copy from the absent parent. The letter of consent must be certified by the police. All children traveling need their original birth certificate. Please familiarise yourself with the requirements, and TravelHouse Africa can not be held responsible for incorrect travel documentation or visa stipulations resulting in denied entry into your destination.
3. GOVERNING LAW
These Terms and Conditions shall be governed and interpreted in accordance with the laws of the Republic of South Africa. Your continued use of the Website will constitute your consent and submission to the jurisdiction of the South African courts regarding all proceedings, transactions, applications or the like instituted by either party against the other, arising from any of these Terms and Conditions.
4. transaction currency
The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR). Travel House Africa invoices clients in the separate currencies that are charged by our suppliers (ZAR, USD, EUR) and these will be converted into your home currency on the day of confirming your booking (for the deposit) and the due day of your final payment. A personal payment portal link will be emailed to you where both credit card and EFT/ Bank Transfer payments are facilitated. Transaction currency is South African Rand ZAR.
5. Card acquiring and security
Card transactions will be acquired for TravelHouse Africa Pty Ltd via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
Customer details separate from card details
Customer details will be stored by TravelHouse Africa Pty Ltd separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za.