Refund and Cancellation Policy

Effective date: 30 July 2026

This Refund and Cancellation Policy applies to accommodation, safari packages, activities, transfers and other services booked directly with Kholiwe on Kruger.

By confirming a booking and making payment, the guest accepts the terms set out below.

1. Booking confirmation and payment

A booking is only confirmed once Kholiwe on Kruger has received the required deposit or full payment and has issued written confirmation.

The deposit required to secure a booking is non-refundable, unless Kholiwe on Kruger cancels the booking and is unable to provide a suitable alternative.

Any outstanding balance must be paid by the due date stated on the booking confirmation or invoice. Kholiwe on Kruger reserves the right to cancel a booking if payment is not received by the agreed date.

2. Cancellation by the guest

All cancellation requests must be submitted in writing by email or through the booking channel used to make the reservation.

The cancellation date will be the date on which Kholiwe on Kruger receives the written request.

The following cancellation charges apply:

More than 30 days before arrival: 25% of the total booking value will be charged.
15 to 30 days before arrival: 50% of the total booking value will be charged.
8 to 14 days before arrival: 75% of the total booking value will be charged.
7 days or fewer before arrival: 100% of the total booking value will be charged.
No-show or failure to arrive: 100% of the total booking value will be charged.

The non-refundable deposit forms part of the applicable cancellation charge. Where the deposit is higher than the cancellation charge, the deposit will remain non-refundable.

Any refundable balance will be calculated after deducting the relevant cancellation charge, non-refundable deposit, bank charges, payment processing fees and any non-refundable costs already paid to third-party suppliers.

3. Non-refundable bookings and special offers

Bookings identified as non-refundable, promotional, discounted or subject to special conditions cannot be refunded.

This includes bookings made under limited-time offers, discounted package rates or other promotions where non-refundable conditions were communicated before payment.

4. Booking changes

Requests to change booking dates, room types, guest numbers, activities, transfers or package inclusions will be considered on a case-by-case basis and remain subject to availability.

Approval of a change is not guaranteed.

Where a booking change is approved:

Any increase in price must be paid by the guest.
A reduction in price may not result in a refund.
Supplier charges, seasonal rate differences and administrative costs may apply.
The original cancellation terms will continue to apply unless otherwise confirmed in writing.
A booking may only be moved once unless Kholiwe on Kruger agrees otherwise.

A request to move a booking made within 14 days of arrival may be treated as a cancellation and rebooking.

5. Early departure and unused services

No refunds will be issued for:

Early departure
Late arrival
Unused accommodation nights
Missed meals
Missed activities or game drives
Unused transfers
Services declined by the guest
Itinerary changes requested by the guest during the stay

Where an activity is missed because a guest arrives late or does not meet the departure time, the activity will be treated as used.

6. Activities, game drives and third-party services

Some activities, transfers, tours and other services may be operated by independent third-party suppliers.

These services may be subject to the supplier’s own cancellation and refund conditions. Where a third-party supplier applies stricter terms, those terms will take precedence for that part of the booking.

Kholiwe on Kruger cannot refund amounts that have already been paid to a supplier and are not recoverable.

Activities may be affected by weather, road conditions, park regulations, wildlife movements, operational requirements or safety concerns.

Wildlife sightings are not guaranteed, and the absence of a particular sighting does not qualify for a refund.

7. Weather and operational changes

Safari activities and outdoor experiences may be delayed, changed or cancelled due to weather, safety concerns, park closures, road conditions or other operational circumstances.

Where possible, Kholiwe on Kruger or the relevant supplier may offer:

A replacement activity
A different departure time
A revised itinerary
A credit towards another available service

A cash refund will only be considered where the service is cancelled entirely and no reasonable alternative can be provided.

8. Cancellation by Kholiwe on Kruger

In the unlikely event that Kholiwe on Kruger cancels a confirmed booking, the guest may be offered:

Alternative dates
Alternative accommodation or services of a similar standard
A credit for future use
A refund of payments received for services that cannot be provided

Kholiwe on Kruger will not be responsible for indirect expenses such as flights, visas, travel insurance, vehicle hire, additional accommodation or other travel arrangements.

9. Force majeure

Kholiwe on Kruger will not be liable for cancellations, delays or changes caused by circumstances beyond its reasonable control.

These may include:

Extreme weather
Floods, fires or natural disasters
Epidemics or pandemics
Government restrictions
Border closures
Civil unrest
Strikes
Power, water or communications failures
Road closures
National park closures
Transport disruptions
Acts of war or terrorism

Refunds are not automatically payable in force majeure circumstances.

Each booking will be considered individually. Kholiwe on Kruger may, at its discretion and subject to supplier terms and availability, offer a date change or booking credit.

Any credit issued may be subject to an expiry date, seasonal price differences and availability.

10. Travel documents and entry requirements

Guests are responsible for ensuring that they have valid passports, visas, permits, identification, travel insurance and any other documents required for their journey.

No refund will be issued where a guest cannot travel because of:

An expired or invalid passport
Missing visas or permits
Border or immigration requirements
Failure to meet health or entry requirements
Personal travel restrictions
Missed flights or transport connections

11. Guest conduct and removal from the property

Kholiwe on Kruger reserves the right to terminate a guest’s stay without refund where the guest:

Behaves in a threatening, abusive or disruptive manner
Damages property
Endangers other guests, staff, wildlife or themselves
Ignores safety instructions
Engages in unlawful activity
Seriously breaches the accommodation rules

The guest may also be held responsible for damage, loss or additional costs caused by their conduct.

12. Refund processing

Approved refunds will be processed using the original payment method wherever possible.

Refunds are generally processed within 7 to 14 business days after approval. Bank, card provider and international payment processing times may cause additional delays.

Currency conversion differences, exchange rate losses, bank charges and payment processing fees are not refundable.

The amount received by the guest may therefore differ from the original amount paid.

13. Travel insurance

Guests are strongly advised to purchase comprehensive travel insurance at the time of booking.

Travel insurance should cover:

Trip cancellation
Medical emergencies
Illness or injury
Lost or delayed luggage
Flight disruptions
Natural disasters
Personal emergencies
Safari and outdoor activities

A guest’s failure to obtain travel insurance does not change the terms of this policy.

14. Group bookings

Group bookings may be subject to separate payment, cancellation and amendment terms.

Where separate group conditions are included in a quotation, invoice, contract or booking confirmation, those conditions will take precedence over this policy.

15. Disputes and applicable law

Guests should contact Kholiwe on Kruger directly if they believe that a refund has been incorrectly calculated or declined.

The parties should first attempt to resolve any dispute in good faith.

This policy is subject to applicable South African law and does not limit any rights that cannot legally be excluded under applicable consumer protection legislation.

16. Contact

Cancellation, refund and booking-change requests must be submitted in writing.

Guests should include:

The lead guest’s full name
Booking reference
Arrival and departure dates
Reason for the cancellation or change
Relevant supporting documents, where applicable

Requests may be submitted through the Kholiwe on Kruger contact page, by email or through the booking channel used for the reservation.

Kholiwe on Kruger reserves the right to update this policy from time to time. The policy in force on the date the booking is confirmed will normally apply to that booking.