Ngoma Bush Lodge

Cancellation Policy

Important information about booking modifications, cancellations, and refund procedures

Last Updated: January 2025

Bookings and Cancellations

At Ngoma Bush Lodge, we understand that travel plans can change. This cancellation policy outlines the terms and conditions for modifying or canceling your reservation.

How to Book

  • Bookings can be made online, by email, or by phone
  • A 50% deposit is required to secure a booking
  • The balance is due 30 days prior to arrival

We strongly recommend purchasing travel insurance to protect your booking investment against unforeseen circumstances.

Cancellation Fees

More than 30 Days Before Arrival

25% cancellation fee. The remaining 75% of your payment will be refunded.

15-30 Days Before Arrival

50% cancellation fee. Half of your payment will be refunded.

Less than 15 Days Before Arrival

100% cancellation fee. No refund will be provided. This includes same-day cancellations and no-shows.

How to Cancel Your Booking

To cancel or modify your reservation, please follow these steps:

  1. Contact us as soon as possible via email at [email protected] or phone at +27 64 516 9828
  2. Provide your booking reference number and guest name
  3. Specify whether you wish to cancel completely or modify your dates
  4. You will receive written confirmation of your cancellation via email within 24-48 hours
  5. Refunds (if applicable) will be processed within 7-14 business days

Note: Cancellations must be made in writing (email) and are effective from the date we receive your notification.

Booking Modifications

Date Changes: If you need to change your travel dates, we will do our best to accommodate you subject to availability:

  • More than 30 days before arrival: Date changes are free of charge (subject to availability and rate differences)
  • 14-30 days before arrival: A 15% modification fee applies, plus any rate differences
  • Less than 14 days before arrival: Modifications treated as cancellation; standard cancellation fees apply

Guest Name Changes: Minor changes to guest names can be made free of charge up to 7 days before arrival.

Room/Package Changes: Changes to room types or packages are subject to availability and may incur additional charges based on rate differences.

No-Show Policy

If you fail to arrive for your reservation without prior cancellation notification:

  • The full booking amount will be charged with no refund
  • Your reservation will be automatically canceled
  • Subsequent nights of a multi-night booking will also be canceled

If you are delayed and expect to arrive late, please notify us as soon as possible to avoid being marked as a no-show.

Early Departure

If you choose to check out earlier than your scheduled departure date:

  • No refund will be provided for unused nights
  • The full booking amount for your original reservation period remains payable
  • We recommend contacting us before your arrival if you need to shorten your stay

Special Circumstances

Medical Emergencies: In the event of a documented medical emergency preventing travel, we may offer more flexible cancellation terms. Valid medical documentation is required.

Natural Disasters & Force Majeure: If travel to Ngoma Bush Lodge becomes impossible due to natural disasters, civil unrest, or government-imposed travel restrictions, we will work with you to:

  • Reschedule your booking to a future date (no additional fees)
  • Provide a credit voucher valid for 12 months
  • Process a refund at our discretion

Flight Cancellations: If your flight to the area is canceled by the airline, please contact us immediately. We will attempt to accommodate rescheduling based on availability.

Group Bookings & Special Events

Bookings for groups of 6 or more rooms, or special events (weddings, conferences, etc.) may have different cancellation terms:

  • Custom cancellation policies will be outlined in your group booking contract
  • Higher deposit requirements may apply
  • Earlier payment deadlines may be enforced
  • Stricter cancellation penalties may apply

Please refer to your specific group booking agreement for detailed terms.

Travel Insurance Recommendation

We strongly recommend purchasing comprehensive travel insurance for your trip.

Travel insurance can protect you against:

  • Trip cancellation for covered reasons
  • Medical emergencies during your stay
  • Lost or delayed luggage
  • Travel delays and missed connections
  • Emergency evacuation

Many insurance policies cover cancellation due to illness, injury, or other unforeseen circumstances that our standard policy may not cover.

Your Consumer Rights (Consumer Protection Act)

Under the Consumer Protection Act 68 of 2008, you have specific rights when booking accommodation:

Reasonable Cancellation Terms

Our cancellation fees are structured to be fair and reasonable, balancing your consumer rights with our legitimate business interests. The fees increase closer to your arrival date to reflect the difficulty in re-booking the accommodation.

Fair Business Practices

We are committed to fair, transparent business practices. All fees and charges are clearly communicated upfront, and we do not impose hidden costs or unreasonable penalties.

Right to Complain

If you believe your consumer rights have been violated, you may lodge a complaint with:

  • National Consumer Commission: 012 828 7000 or [email protected]
  • Consumer Goods and Services Ombud: 0860 000 272 or [email protected]
  • National Consumer Tribunal: For formal hearings on consumer matters

Governing Law: This cancellation policy is governed by South African law and is subject to the provisions of the Consumer Protection Act 68 of 2008 and other applicable legislation.

Limitation of Liability

While we make every effort to honor bookings and provide quality service:

  • We are not liable for losses or expenses incurred due to cancellations made in accordance with this policy
  • We are not responsible for third-party costs (flights, car rentals, etc.) affected by your cancellation
  • Our liability is limited to the refund amount specified in this policy for each cancellation scenario

Note: Nothing in this policy is intended to limit or exclude liability in a manner that is unlawful under the Consumer Protection Act or other applicable South African law.

Refund Processing

Refund Timeline: Approved refunds will be processed within 7-14 business days of cancellation confirmation.

Refund Method: Refunds will be issued to the original payment method used for booking.

Bank Processing Times: Please allow an additional 5-10 business days for the refund to appear in your account, depending on your bank or credit card company.

International Transfers: For international bank transfers, additional processing time and currency conversion fees may apply.

Questions About Cancellations?

If you have questions about this cancellation policy or need to discuss your specific situation, please don't hesitate to contact us:

Ngoma Bush Lodge Reservations

+27 64 516 9828

[email protected]

Office Hours: Monday - Friday, 08:00 - 17:00 SAST

Important Notes

  • This cancellation policy applies to standard individual bookings
  • Special rates, packages, and group bookings may have different terms
  • Promotional rates may be non-refundable - check your booking confirmation
  • Cancellation dates are calculated from the scheduled arrival date
  • All cancellation requests must be submitted in writing via email
  • Ngoma Bush Lodge reserves the right to modify this policy with notice

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