Cancellation and Refund Policy

At Kwanda Tourism Services, we want every guest to enjoy an authentic and meaningful South African experience. We understand that travel plans can change, and we aim to treat our guests fairly while respecting the time, work and livelihoods of our local guides, hosts, artists and community partners.

This policy applies to bookings for our Xhosa Cultural Experiences, Township Street Food Experiences, Arts and Craft Experiences, Dine with Locals, Social Impact and Voluntourism Programmes, Eastern Cape Village Experiences and Kwanda Homestays.

1. Cancellation by Guests

If you need to cancel your booking, please notify Kwanda Tourism Services in writing by email or WhatsApp.

The following cancellation charges apply to standard tours and experiences:

Notice before the scheduled experience| Cancellation fee

7 days or more| 10% of the booking price

3–6 days| 50% of the booking price

Less than 72 hours| 100% of the booking price

Cancellation charges will be applied reasonably, taking into account the notice given, the nature of the experience, costs already incurred and the likelihood of reselling the booking, as required by applicable law.

Any additional, reasonable and non-recoverable third-party costs may be deducted where permitted by law. The same loss will not be charged twice.

2. Rescheduling a Booking

Guests may request to reschedule their booking, subject to availability.

Where a request is made at least 48 hours before the scheduled experience, Kwanda will endeavour to accommodate one date change without an additional administration fee.

Any price difference or unavoidable supplier costs will be communicated before the change is confirmed.

Requests made less than 48 hours before the experience may not be accommodated and may be subject to the applicable cancellation terms.

3. Food, Dining and Arts and Craft Experiences

Our township food experiences, Dine with Locals and arts and craft activities may require advance purchases, meal preparation, materials or arrangements with local hosts and artisans.

Where a cancellation results in reasonable, non-recoverable costs, these may be taken into account when calculating a refund, subject to applicable law.

Any special cancellation conditions relating to advance food preparation, materials or other arrangements will be disclosed before the booking is confirmed and payment is made.

4. Eastern Cape Village Experiences and Homestays

Bookings involving overnight accommodation, meals, transport or arrangements with rural hosts may be subject to additional cancellation conditions because of advance commitments to local households and service providers.

Any different cancellation terms will be clearly communicated to the guest before payment and confirmation.

Where third-party suppliers impose cancellation charges, these will be handled in accordance with the agreed booking terms and applicable law.

5. Social Impact and Voluntourism Programmes

Our social-impact and voluntourism experiences may involve advance coordination with community organisations, youth programmes and local initiatives.

Where a programme requires special arrangements, its applicable payment, cancellation and refund terms will be communicated before the booking is confirmed.

Any cancellation charges must be reasonable and consistent with applicable consumer protection legislation.

6. Cancellation by Kwanda Tourism Services

If Kwanda Tourism Services cancels a confirmed experience and cannot provide a suitable alternative, the guest may choose a refund of payments made for the cancelled services or an alternative arrangement acceptable to the guest.

Where possible, affected guests will be notified as early as reasonably practicable.

7. Weather, Safety and Unforeseen Circumstances

The safety and wellbeing of our guests, local hosts, guides and community partners are a priority.

If severe weather, safety concerns or other unforeseen circumstances prevent an experience from proceeding, Kwanda will communicate with affected guests and explore reasonable alternatives, including rescheduling or a refund for services that cannot be provided.

The outcome will depend on the circumstances and applicable law.

8. Late Arrivals and No-Shows

Guests are expected to arrive at the agreed meeting point at the confirmed time.

Late arrivals may result in a shortened experience or, where participation is no longer possible, a missed booking.

Guests who fail to arrive without notifying Kwanda may be treated as no-shows. Refunds in these circumstances will be assessed in accordance with the agreed booking terms, the circumstances and applicable law.

9. Refund Processing

Approved refunds will be processed within 14 business days, where reasonably practicable, using the original payment method.

The time taken for funds to reflect in a guest's account may depend on the relevant bank or payment service provider.

10. How to Cancel or Request a Change

Please contact Kwanda Tourism Services using the following details:

Phone/WhatsApp: +27 60 467 2377 or +27 73 405 1810

When contacting us, please provide your full name, booking reference, scheduled experience and the details of your cancellation or change request.

The date and time Kwanda receives the written request will determine the applicable cancellation period.

11. Consumer Protection

This policy is subject to applicable South African law, including the Consumer Protection Act 68 of 2008.

Cancellation charges will be applied reasonably and in accordance with the circumstances. No cancellation fee will be charged where prohibited by law, including circumstances covered by the statutory protection relating to the death or hospitalisation of the person for whom the booking was made.

Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited.

By confirming a booking, guests acknowledge that they have been given access to the applicable cancellation and refund terms.