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Refund and Returns Policy

We understand that plans can change, and we strive to accommodate our guests as best as possible. Please read our Refund and Returns Policy carefully to understand your rights and responsibilities when booking with us.

1. Booking Cancellations

Cancellations must be submitted in writing via email to our reservations team.

Cancellation Terms:

  • More than 30 days before tour date: 100% refund (excluding bank/processing fees).
  • 15 to 29 days before tour date: 75% refund.
  • 7 to 14 days before tour date: 50% refund.
  • Less than 7 days before tour date or No-show: No refund.

2. Weather & Safety Conditions

  • Activities are subject to weather and safety conditions.
  • If a tour is canceled by us due to unsafe conditions (e.g. bad weather, flooding, etc.), guests will receive a full refund or may choose to reschedule (subject to availability).

3. Changes to Bookings

  • Guests may request to reschedule their tour at least 72 hours before the original date, subject to availability.
  • Changes requested within 72 hours of the tour may incur a rebooking fee or may not be possible depending on the service provider’s policy.

4. Non-Refundable Services

The following are non-refundable once confirmed:

  • National Park Fees and third-party charges.
  • Personalized video/photo packages.
  • Private tours and charters canceled within 14 days.

5. Returns or Exchanges

As our services are activity and experience-based (non-physical products), returns and exchanges are not applicable. However, we always aim to ensure our guests are satisfied and encourage you to contact us if you have any issues or concerns about your booking.

6. How to Request a Refund

To request a refund, please contact us at:

Email: info@[yourdomain].com
Phone: [+XXX-XXX-XXXX]
Include your:

  • Full name
  • Booking reference
  • Tour name and date
  • Reason for cancellation

7. Contact Us

If you have any questions about our Refund and Returns Policy, please get in touch:

Email: info@[yourdomain].com
Phone: [+XXX-XXX-XXXX]
Office Location: Victoria Falls, Zimbabwe