TopGuideZA Refund & Cancellation Policy
Last Updated: June 7, 2026
1. Customer Cancellations - "You Cancel"
When You Cancel
Refund You Get
Why
30+ days before tour/date
100% refund minus 3% card fee
We can still resell your spot
14-29 days before
50% refund
We likely lost other bookings
7-13 days before
25% refund
Last-minute gaps are hard to fill
0-6 days before
0% refund
Guide + lodge already booked + paid
No-show
0% refund
Same as above
How to cancel: Email Topguideza@gmail.com with booking #. WhatsApp/DMs don’t count. Date stamp = when we receive email.
2. Date Changes - "You Move It"
- 30+ days before: 1 free date change. After that = R250 admin fee per change.
- 7-29 days before: R500 change fee + any lodge price difference.
- 0-6 days before: No changes. Counts as cancellation. See table above.
3. We Cancel - "TopGuideZA Cancels"
If WE cancel due to unsafe weather, lodge closure, guide illness, or <4 guests minimum:
You choose:
- 100% refund within 5 business days, OR
- 110% credit valid 12 months. Whale season guarantee: we’ll rebook you.
Wave Impact Promise: If we cancel you get 100% refund. We don’t fight nature. 🐋
4. No Refunds, Ever, For:
- Being late: Tour leaves on time. No refunds if you miss the boat/jeep/Accomodation.
- Weather you don’t like: Light rain, clouds, cold = tour runs. Only unsafe weather = we cancel.
- Wildlife no-shows: We can’t control whales/elephants. That’s nature.
- You change your mind within 7 days: See table above.
- Visa/passport issues: Your responsibility.
- Chargebacks: If you file a false chargeback, you’re banned + we’ll fight it with this policy + your email trail.
5. Force Majeure - "Big Bad Things Happen"
Floods, war, pandemic, airport closure, Eskom Stage 8: No cash refunds. You get 100% credit valid 24 months. We’re a small business — we can’t absorb global disasters, but we won’t steal your money.
6. Lodges/3rd Parties
Some lodges have stricter rules. If your booking includes "Private Reserve", their policy overrides ours IF it’s stricter. We’ll tell you before you pay.
7. How Refunds Are Paid
- Card payments: Refunded to same card in 5-10 business days. 3% card fee not refunded — Stripe/Yoco keeps it.
- EFT/Wise: Refunded to same bank account in 3 business days.
8. CPA Compliance for SA Guests
Under Consumer Protection Act 68 of 2008, you have a 5-business-day cooling-off period for direct marketing sales ONLY. If you booked via our website after browsing freely = no cooling-off. This policy applies.
9. Insurance
We strongly recommend travel insurance covering cancellation. World Nomads, etc. $50 insurance saves you $3,000. We are not your insurer.
10. Disputes
- Email us first: Topguideza@gmail.com. We reply in 48hrs.
- If unresolved: Governed by Western Cape, South Africa law. You agree to mediation in Cape Town before suing.
