Refund and cancellation policy

1. Scope

This policy applies to all bookings arranged by Afrimark Travel & Tours. It works alongside our Terms and Conditions and the conditions of the airline, hotel, tour operator, transport provider or insurer supplying your travel.

2. Supplier conditions apply first

Most travel products carry supplier rules that we cannot override. Many airline fares are non-refundable or refundable only in part, accommodation rates may be non-refundable, and tours often have fixed deposit and cancellation deadlines. The conditions applicable to your booking are stated on your quotation before you approve it.

3. How to cancel or change a booking

All cancellation and change requests must be sent to us in writing, by email, quoting your enquiry or booking reference. The effective date is the date on which we receive your written request during business hours.

4. Service and administration fees

Our professional service fee covers consultation, research and administration already performed and is non-refundable once work has commenced. An administration fee may also apply to each cancellation, refund application or date change, and is disclosed on your quotation.

5. Refund process and timelines

Where a supplier permits a refund, we submit the application on your behalf as soon as the cancellation is confirmed. Refunds are paid to you only once the supplier has released the funds to us, which commonly takes between four and twelve weeks depending on the airline or supplier.

Refunds are paid by electronic funds transfer to the account from which payment was received, less any supplier penalties and our fees.

6. No-shows and unused services

Unused tickets, unused accommodation nights and no-shows are usually not refundable. Please contact us before your departure time if your plans change, so that we can establish what options the supplier allows.

7. Cancellations by a supplier

If an airline, hotel or operator cancels a service, we will assist you in claiming a refund, credit or alternative arrangement in terms of that supplier's policy. Compensation, where applicable, is determined by the supplier and not by Afrimark Travel & Tours.

8. Visa and insurance payments

Embassy, consular and visa application fees are paid to the relevant authority and are not refundable, whether or not the application succeeds. Insurance premiums are refundable only in terms of the provider's policy conditions.

9. Payment status terminology

Your booking record may show one of the following payment statuses: Unpaid, Deposit Paid, Partially Paid, Fully Paid, Refunded or Payment Failed. Your consultant will confirm the current status on request.