Effective Date: 01 January 2025
Last Updated: 03 March 2025
These Terms & Conditions govern the agreement between RefinedRoutes ("we," "us," "our") and the guest ("you," "your") booking and participating in our curated travel experiences. By making a reservation, you acknowledge that you have read, understood, and agreed to be bound by these terms.
2.1. Your booking is accepted on the understanding that travel inherently involves certain risks, including but not limited to accidents, wildlife encounters, natural disasters, delays, or force majeure events. RefinedRoutes assumes no liability for personal injury, illness, loss, damage, or expenses incurred during travel.
2.2. We act solely as an intermediary between you and various independent service providers, including accommodations, transport operators, and activity providers. We are not responsible for their actions, omissions, or service failures.
2.3. Travel insurance is compulsory for all travelers, covering medical emergencies, cancellations, personal liability, and loss of belongings before departure. Proof of insurance may be required. Due to the remote areas in which we operate, it is vital that all guests are covered for emergencies and other unforeseen circumstances. We will not be held responsible for any guest traveling without insurance. The relevant cancellation policy applies should the guest fail to join or start their safari/journey for any reason, including airline delays or missed connections. Please ensure adequate travel insurance is in place for this eventuality. The above itinerary may include camps/lodges/areas that are situated in Malaria and Yellow Fever areas. Please consult a medical practitioner, pharmacist, or travel clinic to establish what precautions and/or vaccinations will be required.
3.1. A deposit of 50% of the total trip cost is required to secure your reservation. Full payment is due 60 days prior to departure. Failure to pay the balance by the due date may result in cancellation without refund.
3.2. If booking within 60 days of travel, full payment is required at the time of booking.
3.3. Payments must be made via bank transfer or secure online payment portals as specified in your invoice. You are responsible for any associated bank fees.
3.4. Provisional bookings may be held for up to 7 days, after which a deposit is required to confirm the booking. Extensions to this period may be granted at our discretion.
4.1. Cancellations must be made in writing. The following cancellation fees apply:
• 61+ days before departure: 50% of the total trip cost.
• 0-60 days before departure: 100% cancellation fee.
4.2. RefinedRoutes will make every effort to confirm the services exactly as quoted after deposit payment. In the unlikely event that we are unable to confirm the itinerary's travel services, you will be offered alternative available travel services. Should the alternative services not be acceptable, we will provide a full refund.
4.3. If you do not provide names or complete booking forms promptly after paying your deposit, resulting in delays in booking flights or other arrangements, you will be liable for any subsequent flight increases or itinerary changes due to the delay or as a result of losing space.
4.4. RefinedRoutes will make every effort to ensure delivery of services as defined in the confirmed itinerary; however, we reserve the right to cancel services where unavoidable due to circumstances beyond our control.
4.5. RefinedRoutes will make every effort to avoid misquotation. However, we reserve the right to cancel a reservation without liability or penalty if an obvious error or omission leads to a material cost implication.
4.6. No refunds will be given for partly used vouchers or for no-shows.
4.7. While RefinedRoutes cancellation policy applies to all bookings, some suppliers may have their own policies that differ. Where possible and depending on the reason and timing of the cancellation, we will do our utmost to negotiate with suppliers on your behalf to secure any applicable refunds or exceptions. However, our cancellation terms remain the governing policy for all bookings with RefinedRoutes.
5.1. We reserve the right to make minor changes to itineraries due to availability, weather, or unforeseen circumstances. If a significant change occurs, we will notify you as soon as possible and offer reasonable alternatives.
5.2. If a change results in additional costs (e.g., higher accommodation prices due to availability), these will be communicated, and you will have the option to accept or cancel the trip per the cancellation policy above.
6.1. While RefinedRoutes does not book standard international & domestic flights, we can assist in advising on the best airports and connections for your journey. Your itinerary will include all transfers between lodges, either through small chartered bush flights or private road transfers.
6.2. Light aircraft transfers have strict baggage weight limits, typically 20kg per person, including hand luggage. Soft-sided bags are recommended as hard-shell cases may not be accepted. Guests exceeding the weight limit may need to purchase additional luggage allowance or arrange for excess luggage storage at an additional cost.
6.3. We are not responsible for delays, cancellations, or changes in flight schedules. Any additional costs due to flight disruptions are your responsibility.
6.4. Travel insurance should cover trip interruptions and delays.
7.1. It is your responsibility to ensure that you have a valid passport (with at least 6 months' validity from the travel date), necessary visas, and any required vaccinations.
7.2. Certain destinations may have entry restrictions, health requirements, or COVID-19 protocols. Please consult official sources or ask us for guidance.
8.1. Guests are expected to behave respectfully toward fellow travelers, guides, and local communities. We reserve the right to remove any guest causing disturbance or risk to others.
8.2. Many of our destinations involve wildlife interactions. It is crucial to follow safety guidelines provided by your guides.
8.3. Guests will be responsible for any damages they cause to accommodations, vehicles, or third-party services during their trip.
9.1. Certain lodges and camps offer unique experiences (e.g., hot air balloon safaris, sound journeys). These are subject to availability and may incur additional costs.
9.2. We can assist in arranging transfers, including private charters, helicopters, or road transfers. Please inquire at the time of booking.
10.1 We shall not be liable for failure to perform due to unavoidable circumstances beyond our control, including but not limited to natural disasters, pandemics, government restrictions, civil unrest, or supplier insolvency.
10.2 In such cases, we will work with you to reschedule or offer a credit where possible.
11.1 By booking with us, you consent to us processing your personal information for the purpose of travel arrangements. We will not share your details with third parties beyond what is necessary to facilitate your trip.
11.2 We may use images from trips for promotional purposes. If you do not wish to be featured, please inform us in writing.
11.3 Please refer to the detailed Data Protection & Privacy Policy document.
12.1 If you have a concern during your trip, please bring it to our attention immediately so we can address it.
12.2 If an issue is unresolved, formal complaints must be submitted in writing within 14 days of trip completion.
12.3 Any disputes arising from these terms shall be governed by the laws of South Africa and subject to arbitration before legal proceedings.
These Terms & Conditions constitute the entire agreement between you and RefinedRoutes. No representations, warranties, or agreements exist outside of this document unless provided in writing by us.
By confirming a booking with RefinedRoutes, you acknowledge and agree to these Terms & Conditions.
