About Tourism That Cares

TOURISM THAT CARES CONSISTS OF A VIBRANT, EXPERIENCED TEAM OF TRAVEL SPECIALISTS, BASED IN CAPE TOWN, SOUTH AFRICA. OUR EXPERT TEAM HAS BEEN HELPING CLIENTS FROM AROUND THE WORLD TO PLAN AND BOOK UNFORGETTABLE TRAVEL  EXPERIENCES FOR MANY YEARS.


We do offer A comprehensive travel service across the Southern and East Africa region which includes South Africa, Botswana, Mozambique, Namibia, Kenya, Uganda, Tanzania, Zimbabwe, Zambia, as well as many Indian ocean islands.  

Clients included: Hollywood actors, international parliamentarians, corporate executives, large travel corporations and many smaller groups such as families, honeymoon couples and discerning individuals. Our working relationships extends to governments, global corporations, film production companies who have used our services to plan and organize safaris, events and conferences in this region. 


Adrian Lange: CEO of Luxury African Safari – part of the Tourism that Cares collection

Carin Russell: Senior groups and incentives consultant

Tania Koeries and TMK solutions: Our outsourced accounting partners, with an eye for detail and a strong hand on the admin backbone of our company. 

Cheidene Clarke:  Intermediate consultant and rates specialist

Christiaan Fritz: Operations Manager

Ernest Birkenstock: Top class freelance photographer, capturing many special moments for our guests 

Jacques and Lauren Engelbrecht- Our intrepid guiding team, who work on projects and contracts alongside us. 

Aharon and Adrienne Bogatie: Menu planners and supervisors for our Kosher guests. 

 

CARING TOURISM ETHOS
The driving force behind the success of our company is that we as a team take responsible and sustainable tourism serious. It is with this background that we support a number of local grassroots level projects and donate funds to selected charities to make sure benefits will also accrue to the marginalized communities impacted by poverty and many social ills. Using the Connect Network with more than 115 charities we do impact on a large portion of over 256 000 people. 

MEMBERS OF REPUTABLE GLOBAL TRAVEL SOCIETIES AND ASSOCIATIONS
We maintain a good working relationship and are proud members of the high profile Travel and Tourism Associations of SATSA – Southern Africa Tourism Services Association, ASTA – the US based American Society of Travel Agents, ATA – The Africa Travel Association – a leading international travel association that promotes travel and tourism across Africa.

 

WHY US?
Knowing and understanding the needs of our clients is of utmost importance to us and since we live, work and travel extensively in the region, we personally know the National Parks, Wildlife Sanctuaries and lodges that offer their services well. We are able to assist you with planning your best Safari and holiday ever! From the moment you set foot on African soil we will be there to meet you and assist you throughout your travels until you leave our shores. Service excellence is our motto and we will give you the personal, discrete service you ask for and need to enjoy your trip to the fullest. We have built long term relationships with many carefully selected accommodation establishments. Our experience over the years has extended to planning and running large events that included international companies who looked to us to advise them on sales conferences and corporate incentive holidays. Being founders of the Tourism that Cares ethos many of the lodges and accommodations you visit share our passion to help empower the less privileged in this region. You will be given the opportunity to not only give back but also see these projects in action. In excess of 70% of our business is from repeat travelers. In some of the instances our clients have been with us for a number of consecutive years. Since our team has in-depth and first-hand experience of Safaris, Conservation and responsible Tourism we are able to select the best options to fit your needs.

OUR REPUTATION
Tourism that Cares maintains the website: Luxury African Safaris which has over the years built up an excellent reputation with the wider community of the luxury travel industry. It is through this web extension that we have been able to plan ‘specific need’ travels for honeymooning couples, filming companies, universities, corporate clients and families from across Europe, the UK and USA.  You can read just some of our Client testimonials here.

CAN WE OFFER YOU A WIDE ARRAY OF OPTIONS?
We have over the years built a database in access of 400 supplier and service providers of note. These include top-notch accommodations, reliable transport service companies, highly rated tour and safari companies. This helps us when we listen to your needs to provide you with the best possible customised travel solutions.

PEACE OF MIND FOR FIRST TIME BUYERS
In order to ensure that you are covered in the event of any unforeseen incidents our company carries full professional indemnity insurance and our suppliers and service providers likewise are covered by full public liability insurance. On request we can provide you with trade references and client testimonials that support our claim of maintaining an impeccable level of business standards. We have references from international film actors, large incentive organizations, high profile corporate clients and many families, small groups and honeymoon couples. To ensure our high standards are maintained we are registered members of ASTA – American Society of Travel Agents – and SATSA – South African Tourism Services Association – to whom we are bonded to comply with their Code of Conduct.

Where groups exceed 30 people we can appoint a dedicated tour manager for the duration of your travels to ensure end-to-end service satisfaction.

Our company is committed to support projects and initiatives of social upliftment and to that end we make sure each trip contributes towards renewable and sustainable energy initiatives and tourism focused on community projects. In that way we provide tangible ways of leaving a positive legacy

TRUST, BUT VERIFY
We believe in the right of every traveler to be 100% sure of their booking and travel arrangements and that is why our company ethos is that of allowing you to verify your trust. This we do by giving you insight into official company documents that support our claim of being a professional and reputable travel company. These documents include inter alia:

STATUTORY REQUIREMENTS WE HAVE TO MEET IN SOUTH AFRICA
OUR TERMS OF FINANCIAL GOVERNANCE
Terms, conditions and information about our membership with ASTA, SATSA and ATA are available. . In order to continue our membership of SATSA we are annually reviewed and need to pass a clean bill of health in respect of: Financial Governance, Professional Indemnity Insurance, Tax Clearance Certification, and Proof of Registration with the relevant National Authorities. To be bonded to SATSA means that they provide financial guarantee of deposits held against involuntary liquidation of a SATSA member. Once requirements are met we are allowed to display the SATSA logo. Being a member of ASTA – the largest association of travel professionals in the world (US-based) – is another major factor in support of our world-wide acceptance as a Tourism Company of high standards. Finally we are also a Tour Operator Member of ATA an international trade association that promotes travel and tourism in Africa.

LEGAL AND INDUSTRY INFORMATION
Our company is registered in South Africa and it has full commercial and public indemnity cover. Likewise all companies we work with carry passenger and public liability cover. In order for us to maintain a high standard of professional service in the tourism and travel business. Tourism that Cares are insured by Travel and Tourism Underwriters.  Our membership of SATSA – Southern Africa Tourism Service Association provides financial guarantees to all travelers using our services, of deposits held against involuntary liquidation. Our SATSA membership means travelers are guaranteed of high quality and excellence in the business of tourism. We are furthermore proudly members of Cape Town Tourism, ASTA – American Society of Travel Agents and ATA – Africa Travel Association – the leading international trade association that promotes travel and tourism throughout Africa.

 

POPI ACT:  ( Protection of Personal Information )

None of our clients information provided is available in the public domain, and sensitive information is protected at various levels. 

Any sensitive and historical documentation is kept within a dedicated vault within our premises, which was previously owned by a reputable law firm, and this vault is kept locked and secured with an alarm system. 

Online information is kept within a cloud based server, and is accessible by password protected permission only. 

 

The purpose of this legislation is to protect the personal information of citizens, which is obtained and processed by both public and private institutions, and also attempts to balance the right to privacy with other rights such as access to information.

This Act has been implemented for a number of years and many parts of it has been in working since April 2014.

Sections 2 until 38; 55 until 109; section 111; and section 114 (1), (2), and (3) will be in effect from 1 July.

Other parts of the Act such as section 110 and 114 (4) will only be in effect from 30 June 2021.

What is personal information?

Personal information is a broad term and relates to an identifiable, natural or legal entity and includes, but is not limited to:

  • Contact information – telephone number, email address etc.
  • Private correspondence
  • Biometric information – blood group etc.
  • Demographic information – age, gender, race, date of birth, ethnicity etc.
  • Opinions of and about a person or group
  • History – employment, financial information, medical history, criminal history as well as educational history

The POPI Act applies to every business in South Africa (even international companies that does business in South Africa) that collects, uses, stores or destroy personal information from a data subject (the natural or legal entity to whom the information belongs), whether or not such processing is automatic.

What are the obligations of businesses under the POPI-Act?

Some of the obligations include:

  • To only collect information for a specific purpose;
  • to ensure that the information is relevant and up to date;
  • to have reasonable security measures in placer to protect the information;
  • to only keep the necessary information; and
  • to allow the data subject to obtain or view his or her information on request.

Examples of activities by companies that violate the POPI Act include collecting email addresses via a webform, saving a list of clients’ addresses, sending marketing messages or communication to people.

Legal processing of personal information

What is processing?

Processing involves anything that is done with personal information and includes the collection, use, storage, dissemination, modification or destruction of personal information (regardless of whether the processing is automatic).

The POPI legislation consists of the following important information processing principles:

  • Accountability: Businesses must ensure that the information processing principles are adhered to.
  • Processing restriction: Processing must be done lawfully, and personal information may only be processed if it is sufficient, relevant and not excessive given the purpose for which it is processed.
  • Specific purpose: Personal information must be collected for a specific, and defined and legal purpose in relation to a function or activity of the business concerned.
  • Transparency: Certain prescribed information must be provided to the data subject by the business, including the information collected, the name and address of the responsible party, the purpose for which the information is collected and whether the information provided by the data subject is voluntarily or mandatory.
  • Further processing restrictions: This is where personal information of a third party is received and transferred to another responsible party for processing.
  • Security measures: The business must protect the integrity of the personal information in its possession and under its control by ensuring that measures are in place to prevent loss of, damage to or unauthorised destruction of personal information.
  • Data subject participation: A data subject has the right to: request personal information that the business holds for free; 2. update or destroy personal information that is incorrect, irrelevant, superfluous, misleading or unlawful; and 3. destroy a record of personal information that is unnecessary for the business to keep.

May personal information be sent abroad, and can information be sent back to South Africa?

The answer is yes, but there are restrictions that will depend on the laws of countries to which the information is sent and where the information comes from. It is especially cloud-based systems that can cause problems with POPI.

Should businesses provide an opt-in or opt-out option for direct marketing?

Every business should use an opt-in and opt-out option when contacting a data subject for marketing purposes. Many companies already offer the option when sending messages via SMS and many emails sent to data subjects for marketing purposes offer the option to dele the data subject’s email address. This option must be offered so that the data subject understands what he or she consents or objects to.

How long may personal information be kept by a company?

Any person’s information may not be kept longer than necessary to achieve the purpose for which it was collected.

 

Terms and Conditions

Itinerary Terms and Conditions

TERMS AND CONDITIONS   2019/2020

  1. PAYMENT METHODS

PAYMENT IS DUE IN SOUTH AFRICAN RANDS (ZAR), UNLESS OTHERWISE STATED, VIA BANK TRANSFER OR CREDIT CARD. WE ACCEPT VISA AND MASTERCARD, AMEX.

WE ARE BOUND BY FIRST NATIONAL BANK OF SOUTH AFRICA’S SECURITY AND SAFETY LAWS WHEN IT COMES TO PROCESSING OF PAYMENT. THE VALUE OF THE TRIP MUST BE PAID FOR AS PER THE ZAR VALUE OF THE INVOICE PROVIDED.  EXCHANGE RATES ARE MERELY GUIDELINES FOR CLIENTS TO SEE THE COST IN THEIR OWN CURRENCY FOR COMPARISON, AND WE CANNOT BE HELD RESPONSIBLE FOR THE EXCHANGE RATE YOUR BANK USES WHEN CONVERTING ZAR INTO YOUR LOCAL CURRENCY. THESE PRICES EXCLUDE THE SERVICE FEES OR EXCHANGE RATE YOUR BANK CHOOSES TO CHARGE AT THE TIME OF DEDUCTION.

IF YOU RECEIVE AN INVOICE IN U$ DOLLARS, THEN KINDLY NOTE THIS RELATES TO A U$ DOLLAR COST THAT IS PAYABLE IN THIS CURRENCY FROM OUR SERVICE PROVIDERS. KINDLY PAY YOUR ZAR AND U$ DOLLAR INVOICES SEPARATELY INTO THE STATED ACCOUNTS, OR IF CHOSING TO LUMP THEM TOGETHER AND PAY VIA CREDIT CARD IN ZAR, WE WILL CONVERT THE U$ DOLLAR PORTION OF THE INVOICE, AT OUR BANK QUOTED RATE FROM U$D TO ZAR.

    1.  DELIVERY OF DOCUMENTS GUARANTEEING SERVICES

ONCE A DEPOSIT IS PAID, YOU WILL RECEIVE YOUR NECESSARY TRAVEL CONFIRMATION WITHIN 14 DAYS, GUARANTEEING YOUR TRIP WITH DETAILED INCLUSIONS AND EXCLUSIONS. THIS DOCUMENT IS LEGALLY BINDING, A FORM OF SERVICE GUARANTEE, IN ACCORDANCE WITH INTERNATIONAL TRAVEL STANDARDS SET OUT BY SATSA (SOUTHERN AFRICAN TOURISM SERVICES) AND ASTA (AMERICAN SOCIETY OF TRAVEL AGENTS). THESE DOCUMENTS ARE NORMALLY SENT VIA PDF TO YOUR EMAIL OR DELIVERED BY HAND OR DHL COURIER SERVICES {IF REQUESTED} AT AN ADDITIONAL FEE.

    

    1. BOOKING FORM (SEE PAGE 6 – 8 BELOW)

DUE TO THE EXTREMELY IMPORTANT NATURE OF CORRECT SPELLING OF NAMES ON FLIGHT TICKETS, AS WELL AS SAFETY AND SECURITY REGULATIONS, NO BOOKINGS WILL BE PROCESSED UNLESS A COMPLETE BOOKING FORM AND COPIES OF PASSPORTS IS RECEIVED ON CONVERSION OF A QUOTE TO A BOOKING. ALL BOOKING FORMS MUST BE SENT TO THE TRAVEL CONSULTANT YOU ARE DEALING WITH DIRECTLY

    1. TRAVEL INSURANCES AND LEGAL DOCUMENTATION:

ALL PARTICIPANTS MUST TAKE OUT TRAVEL, MEDICAL, CANCELLATION AND CURTAILMENT INSURANCE THE MOMENT THE AGENT, OR ORGANISING COMMITTEE, OR PERSON TRAVELLING THEMSELVES, ARE RESPONSIBLE TO ARRANGE INTERNATIONAL FLIGHTS OUT OF AND RETURNING TO THEIR COUNTRIES OF ORIGIN, AS WELL AS ENSURING EACH TRAVELLER HAS THE NECESSARY VISA, HEALTH AND OTHER INTERNATONAL TRAVEL DOCUMENTATION IN PLACE AT LEAST 45 DAYS PRIOR TO DEPARTURE. ANY OMISSIONS IN THIS REGARD, ARE NOT THE RESPONSIBILITY OF OUR COMPANY.

 

  1. DEPOSIT POLICY:

SUBJECT TO THE SIZE AND COMPLEXITY OF THE GROUP, AND ITS ACCOMMODATION AND LOGISTICAL REQUIREMENTS, AS WELL AS THE TIME OF YEAR, WE MAY REQUIRE A 25 -  50% DEPOSIT WITHIN 7 DAYS OF BOOKING.

THE BALANCE IS DUE NO LESS THAN 45 DAYS PRIOR TO ARRIVAL.

 IF PAYMENTS ARE MADE OVER A PERIOD OF MORE THAN 14 DAYS, IE INITIAL DEPOSIT IN MARCH AND THEN FINAL PAYMENT IN JULY, THE INVOICE FOR BALANCE OF PAYMENT WILL BE ADJUSTED ACCORDINGLY SHOULD THE EXCHANGE RATES FLUCTUATE SIGNIFICANTLY FOR ANY U$ DOLLAR BASED COSTS, IE TRAVEL OUTSIDE OF SOUTH AFRICA, AND IN MOST NEIGHBOURING COUNTRIES.

Timeline for deposits of individuals/ fit travellers:

50% deposit to secure your booking

50% balance 45 days before travel.

Timeline for deposits for groups of 8 or more travellers:

25% deposit to secure your booking

25% 90 days before travel

50% balance 45 days before travel.

  1.  EXCHANGE RATE FLUCTUATION

AT NO STAGE CAN WE GUARANTEE A RATE OF EXCHANGE FOR LONGER THAN 24 HOURS, IF YOUR TRIP INVOLVES MULTIPLE CURRENCY COSTS WE WILL TAKE A SPOT PRICE ON THE DAY. ANY MAJOR FLUCTUATIONS WILL BE ADJUSTED ON THE INVOICE ACCORDINGLY IF PAYMENT IS NOT MADE BY DUE DATE STATED.

  1. ADMINISTRATION FEES:

 

ALL DEPOSITS CARRY A 10% NON- REFUNDABLE ADMINISTRATION FEE OF THE

TOTAL TRIP COST.

WE STRONGLY RECOMMEND TAKING OUT CANCELLATION INSURANCE WHEN BOOKING ANY TRIPS OF SIGNIFICANT VALUE. WE CARRY BANK CHARGES, CREDIT CARD FEES ADMINISTRATION AND COMMUNICATION COSTS BASED ON TIME INVESTED IN A BOOKING, THIS IS WHY WE APPLY THIS POLICY. SOME HOTELS, RESORTS AND LODGES ENFORCE NON-REFUNDABLE DEPOSITS THROUGHOUT THE YEAR. (SEE POINT 6 BELOW.) HOTELS MAY INCREASE THEIR CANCELLATION POLICY OVER FESTIVE SEASON. (SEE POINT 7 IN THIS REGARD ON THE PAGE BELOW) 

  1. STANDARD CANCELLATION POLICY APPLICABLE TO TOTAL TRIP COSTS *:

ANY BOOKINGS CANCELLED CARRY A MINIMUM OF A 10% CANCELLATION FEE, REGARDLESS OF THE TIME OF DEPOSIT. (SEE point 4 administration fees)

ANY BOOKINGS CANCELLED LESS THAN 180 DAYS BUT MORE THAN 90 DAYS PRIOR TO ARRIVAL ARE SUBJECT TO A 15% CANCELLATION FEE.

ANY BOOKINGS CANCELLED LESS THAN 90 DAYS BUT MORE THAN 60 DAYS PRIOR TO ARRIVAL, ARE SUBJECT TO A 25% CANCELLATION FEE.

ANY BOOKINGS CANCELLED LESS THAN 60 DAYS BUT MORE THAN 30 DAYS PRIOR TO ARRIVAL ARE SUBJECT TO A 50% CANCELLATION FEE.

ANY BOOKINGS CANCELLED LESS THAN 30 DAYS BUT MORE THAN 21 DAYS PRIOR TO ARRIVAL ARE SUBJECT TO A 75% CANCELLATION FEE.

 

ANY BOOKINGS CANCELLED LESS THAN 21 DAYS BUT MORE THAN 14 DAYS PRIOR TO ARRIVAL ARE SUBJECT TO A 95% CANCELLATION FEE.

ANY BOOKINGS CANCELLED LESS THAN 14 DAYS PRIOR TO ARRIVAL ARE SUBJECT TO A 100% CANCELLATION FEE.

*THIS EXCLUDES ALL AIRLINE TICKETS, WHICH ARE LISTED SEPARATELY UNDER POINT 8.

** Please note: The above is standardised across a wide array of service providers, as such these cancellation terms are the minimum standard applicable. should there however be stricter policies in place, based on the specific service provider, we will apply the latter, and you are entitled to request these cancellation policies in writing.

*** Please note: Southern and East Africa tend to have strict cancellation policies in place, because in many key tourist areas there is high demand for accommodation, but there is limited access in terms of flights, so once rooms cancel, the chances of reselling the rooms are low, because the FLIGHTS, internationally, regionally and locally are limited in their capacity, especially over peak periods.

  1. CANCELLATION POLICY ADDENDUM:

SOME SAFARI LODGES AND SMALLER PRIVATE RESORTS ENFORCE STRICTER NON-REFUNDABLE DEPOSIT POLICIES THAN THE ABOVE POLICY.

PLEASE NOTE: SOME SAFARI LODGES, RESORTS OR BOUTIQUE HOTELS WITH A SMALL ROOM TOTAL, ARE NOW ENFORCING 25% NON-REFUNDABLE DEPOSITS WITHIN 14 DAYS OF MAKING A BOOKING, AND THE BALANCE IS DUE 60 DAYS PRIOR TO ARRIVAL. ANY CANCELLATIONS LESS THAN 60 DAYS CARRY A 100% CANCELLATION FEE.

THEREFORE, THIS POLICY OVERRIDES THE ABOVE STANDARD POLICY, ONLY WHEN A SPECIFIC LODGE OR GROUP OF LODGES APPLIES THIS HIGHER PERCENTAGE OF CANCELLATION AND NON-REFUNDABLE DEPOSITS, AND CAN BE OBTAINED PER LODGE ON REQUEST WHEN MAKING A BOOKING.

       

  1. FESTIVE SEASON BOOKINGS BETWEEN 5 DECEMBER AND 10 JANUARY EVERY YEAR ARE STRICTER.

 

PLEASE NOTE:  BETWEEN 5 DECEMBER – 10 JANUARY EVERY YEAR MOST HOTELS, RESORTS AND LODGES ENFORCE A STRICTER CANCELLATION POLICY THAN OUR STANDARD POLICIES STIPULATED IN POINT 5. THESE CAN BE OBTAINED ON REQUEST WHEN BOOKING OVER THIS PERIOD.

  1. AIRLINE TICKETS:

FLIGHT PRICES ARE ONLY GUARANTEED FOR 12 HOURS ON OUR SYSTEMS AND ARE SUBJECT TO AVAILABILITY. THEY WILL BE REQUOTED IF YOU HAVE NOT PAID AS PER THE FLIGHT DEPOSIT DEADLINE. MOST TICKETS ARE GENERALLY PARTIALLY REFUNDABLE, BUT ALWAYS CARRY AN AMENDMENT FEE. YOUR TICKETS WILL CARRY THESE DETAILS, AND ARE TREATED CASE BY CASE, DEPENDING ON THE FARE CLASS BOOKED, AND THE INDIVIDUAL AIRLINE POLICY.  IF BOOKED IN THE CHEAPEST CLASS THEY ARE NON-REFUNDABLE. 

 

  1. REFUND POLICY:

 

    1. OUR REFUNDS ARE PROCESSED WITHIN THE CANCELLATION GUIDELINES LISTED ABOVE IN POINTS 4 – 8. REFUNDS ARE PROCESSED WITHIN 7 DAYS OF RECEIVING YOUR CANCELLATION EMAIL, WHICH MUST BE PUT IN WRITING TO YOUR TRAVEL CONSULTANT THAT YOU WERE DEALING WITH, AND SUPPORTED WITH NECESSARY DOCUMENTATION I.E. MEDICAL CERTIFICATES ETC.

 

    1.  IF IN THE CASE OF A SERVICE DELIVERY FAILURE, PLEASE LODGE YOUR COMPLAINT IN WRITING TO YOUR TRAVEL CONSULTANT YOU WERE DEALING WITH, OR TO SALES@BESTSAFARIAFRICA.COM OR INFO@LUXURYAFRICANSAFARI.COM. CALL +27 21 976 0099 IF YOU WISH TO TALK TO A CONSULTANT OR MANAGER BEFORE LODGING THE COMPLAINT IN WRITING.

 

    1. ONCE WE RECEIVE A COMPLAINT REGARDING A SPECIFIC HOTEL OR SERVICE PROVIDER, WE WILL INVESTIGATE THE MATTER WITHIN 7 DAYS OF YOUR COMPLAINT, AND THEREAFTER ISSUE A REFUND INSTRUCTION AND REFUND FORM TO COMPLETE IF YOUR COMPLAINT WAS VERIFIED AND APPROVED BY OUR INVESTIGATION.  REFUNDS ARE PROCESSED USING THE SAME AVENUE / FORM OF PAYMENT THAT WAS USED WHEN CLIENT MADE PAYMENT TO US.

 

    1. WE OPERATE WITHIN THE LAWS OF THE CONSUMER PROTECTION ACT (ACT NR 68, 2008) OF SOUTH AFRICA, AND SHOULD A DISPUTE ARISE WITH A HOTEL OR SERVICE PROVIDER, WE WILL ACT WITHIN THE GUIDELINES OF THIS LAW APPLICABLE TO THE TOURISM INDUSTRY WITHIN SOUTH AFRICA.

  

HTTPS://WWW.SAICA.CO.ZA/PORTALS/0/TECHNICAL/LEGALANDGOVERNANCE/GON271CODEOFCONDUCTCGSO.PDF

 

WE WILL ALSO REFER TO SATSA’S CODE OF CONDUCT, BY WHICH WE ARE REQUIRED TO COMPLY:HTTP://WWW.SATSA.COM/CODE-OF-CONDUCT/

IF YOU ARE OF THE OPINION WE ARE NOT COMPLYING WITH THIS CODE OF CONDUCT YOU ARE WELCOME TO LODGE A COMPLAINT WITH SATSA DIRECTLY.

 

SATSA CONTACT DETAILS:
+27 (0) 86 12 72872; +27 (11) 886 9996.  EMAIL:   PA@SATSA.CO.ZA

  

  1. CANCELLATION INSURANCE AND NEGOTIATING REDUCTIONS WITH MANAGEMENT:

 

BASED ON POINTS 5 – 9, WE REPEAT IT IS STRONGLY ADVISABLE TO TAKE OUT CANCELLATION INSURANCE, TO COMPLETE BOOKING FORMS PROPERLY AND THAT ALL YOUR TRAVEL DOCUMENTS/ VISAS/ HEALTH ENTRY REQUIREMENTS ARE IN PLACE. PLEASE BE AWARE THAT OUR STANDARD TERMS AND CONDITIONS RELATE TO SERVICE PROVIDERS AND PRINCIPALS TERMS SENT TO US.

WE WILL TRY AND NEGOTIATE THE REDUCTION OF THE CANCELLATION POLICIES, PER CASE, TO SERVE THE CUSTOMER, SHOULD THE NEED ARISE. THE FINAL DECISION LIES WITH THE HOTEL OR SERVICE PROVIDER’S MANAGEMENT TEAM, NOT US AS A TRAVEL AGENCY.  THEY WILL TAKE INTO ACCOUNT FACTORS SUCH AS RESELLING OF ROOMS, OR TIME OF YEAR, OR LOSS OF REVENUE.

THESE NEGOTIATIONS ARE MERELY AN OFFER TO MINIMIZE COSTS TO OUR CLIENTS, BUT UNDER NO CIRCUMSTANCES IS IT UP TO US AS A TRAVEL AGENCY WHAT THE FINAL DECISION WILL BE IF EXISTING CANCELLATION POLICIES FROM OUR SUPPLIERS WILL BE WAIVERED OR REDUCED. 

WE OPERATE WITHIN THE RULES OF LAW AND ETHICAL NORMS OF OUR NATION AND CANNOT PUT UNDUE PRESSURE ON A SERVICE PROVIDER TO REFUND MORE THAN IS STIPULATED IN THEIR CANCELLATION POLICIES AND TERMS AND CONDITIONS.

      

  1. PRIVACY POLICY:

 

    1. ALL INFORMATION RECEIVED IN THE BOOKING FORM, ON PAYMENT FORMS, AND CORRESPONDENCE VIA EMAIL WILL BE TREATED WITH STRICTEST CONFIDENTIALITY.

 

    1. NO UNSOLICITED EMAILS, SPAMMING OR USAGE OF THE CLIENTS INFORMATION OTHER THAN FOR THE PURPOSES OF DIRECT COMMUNICATION RELATING TO THE CLIENTS TRAVEL NEEDS, WILL BE ENTERED INTO. 

 

    1. CLIENT’S INFORMATION WILL NOT BE SOLD OR PASSED ONTO ANY THIRD PARTIES FOR USAGE IN DATABASE PROMOTIONAL ACTIVITIES OR MARKETING.

  

FINAL POINTS: THESE TERMS TAKE EFFECT ON 01 NOVEMBER 2017 AND ARE APPLICABLE UNTIL 31 DECEMBER 2020, UNLESS OTHERWISE INDICATED

  

END OF TERMS AND CONDITIONS

Tourism That Cares Terms and Conditions

BY COMPLETING A BOOKING FORM  OR PAYING A DEPOSIT FOR YOUR TRIP, OR INSTRUCTING US VIA EMAIL OR WHATSAPP TO PROCEED WITH THE BOOKING, YOU INDICATE YOUR AGREEMENT TO THESE TERMS AND CONDITIONS BELOW IN FULL.

TERMS AND CONDITIONS 2022/2023

  1. DEPOSIT POLICY AND BALANCE OF PAYMENT

 NB: IF WE SEE YOU HAVE NUMEROUS FLIGHT SECTORS THAT ARE ON CERTAIN HIGH DEMAND ROUTES, AND THERE IS A RISK OF A FLIGHT BECOMING FULLY BOOKED, WE MAY REQUIRE A 100% DEPOSIT ON YOUR FLIGHT TICKETS ONLY, AND A 50% DEPOSIT ON YOUR ACCOMMODATION.

{THIS IS ESPECIALLY IMPORTANT , WHEN YOU ARE FLYING ON THE ONLY FLIGHT OF THE DAY, BETWEEN A SAFARI AREA AND A MAJOR CITY. OFTEN THESE SEATS MUST BE BOOKED and PAID FOR IMMEDIATELY, AS IT’S A SMALLER PLANE, AND SEATS ARE LIMITED.  }

THIS 50% DEPOSIT IS REFUNDABLE, LESS A 15% ADMIN FEE OF TOTAL TRIP VALUE,  UP UNTIL 60 DAYS BEFORE TRAVEL.  

IN SIMPLE TERMS, AS A GUIDELINE,  YOU CAN EXPECT A 15% ADMIN FEE, UP UNTIL 60 DAYS BEFORE TRAVEL. THIS IS STILL SUBJECT TO THE HOTELS AND LODGES POLICIES THAT MAY OVERRIDE THIS.  THIS TIME FRAME GENERALLY GIVES YOU A GOOD IDEA IF ANY INTERNATIONAL TRAVEL IS GOING TO BE AFFECTED.

IF YOU DO CHOOSE TO CANCEL COMPLETELY,  WE PROVIDE YOU WITH A CREDIT VOUCHER, TO THE VALUE OF THE NON REFUNDABLE PORTIONS OF YOUR STAY.  

THIS VOUCHER IS TO BE USED AT THE SAME LOCATIONS BOOKED ON YOUR ORIGINAL TRIP , AND IT IS TRANSFERRABLE TO DIRECT FAMILY OR CLOSE FRIENDS, IF YOU ARE UNABLE TO MAKE IT.

THIS CREDIT VOUCHER IS VALID FOR FUTURE USAGE UP UNTIL 12 MONTHS OF ORIGINAL DATES OF TRAVEL.

PLEASE NOTE THIS DOES NOT APPLY TO FLIGHTS, BUT ONLY TO HOTELS AND SAFARI LODGES AND ROAD TRANSPORT. FLIGHT TICKETS ARE GENERALLY OFFERED FOR POSTPONEMENT ONLY, AND NOT TRANSFERRABLE TO ANOTHER NAME.

 AS A RULE, WE STRONGLY RECOMMEND POSTPONEMENT, VERSUS OUTRIGHT CANCELLATION, IF YOU ENTER DATES WITHIN THE 45 DAY WINDOW. CANCELLATION FEES NORMALLY START TO BECOME SUBSTANTIAL.

PLEASE NOTE: WITH POSTPONEMENT,  A SLIGHT INCREASE IS POSSIBLE, SIMPLY DUE TO AIRLINE TICKET INCREASES, FUEL COSTS, OR THE ANNUAL INFLATION RATE OF THE NATION/S YOU ARE TRAVELLING TO.

   

  1. PAYMENT METHODS

 

PAYMENT IS DUE IN ZAR FOR TRIPS WITHIN SOUTH AFRICA AND NAMIBIA ONLY. ANY PRICES QUOTED IN YOUR CURRENCY ARE JUST FOR COMPARITIVE PURPOSES ONLY, AND DO NOT CONSTITUTE A LEGAL CONTRACTED PRICE. THE ZAR PRICE IS THE LEGAL TENDER PRICE AS PER THE INVOICE. 

PAYMENT IS DUE IN U$ DOLLARS FOR EAST AFRICAN ( KENYA, UGANDA, RWANDA, TANZANIA) OR ANY SADC COUNTRIES( BOTSWANA/ ZAMBIA/ ZIMBABWE/ MOZAMBIQUE) JOURNEYS.

UNLESS OTHERWISE STATED , PAYMENT IS VIA INTERNATIONAL BANK TRANSFER.

BY EXCEPTION, WE ACCEPT VISA AND MASTERCARD, AMEX AND ARE BOUND BY FIRST NATIONAL BANK OF SOUTH AFRICA’S SECURITY AND SAFETY LAWS WHEN IT COMES TO PROCESSING OF PAYMENT.

 THE VALUE OF THE TRIP MUST BE PAID FOR AS PER THE ZAR or U$ DOLLAR  VALUE OF THE INVOICE PROVIDED.

 EXCHANGE RATES ARE MERELY GUIDELINES FOR CLIENTS TO SEE THE COST IN THEIR OWN CURRENCY FOR COMPARISON, AND WE CANNOT BE HELD RESPONSIBLE FOR THE EXCHANGE RATE YOUR BANK USES WHEN CONVERTING INTO YOUR LOCAL CURRENCY.

OUR CREDIT CARD MACHINES ARE ZAR BASED, AND THUS IF YOU CHOSE TO PAY FOR A U$ DOLLAR TRIP IN ZAR, WE WILL CHARGE THE CARD WITH A QUOTED RATE FROM OUR BANK,  AND THESE PRICES ARE SET  TAKING VARIOUS FACTORS INTO CONSIDERATION INCLUDING:

 *OUR BANK QUOTED RATES OF EXCHANGE * CURRENT VOLATILITY OF THE CURRENCY IN QUESTION.

IF PAYING BY CREDIT CARD FOR U$ DOLLAR BASED COSTS, YOU CAN EXPECT A 2% HEDGING FEE TO BE CHARGED, TO PROTECT OURSELVES FROM INCURRING LOSSES, DUE TO EXCHANGE RATE VOLATILITY.   THIS CAN BE AVOIDED BY PAYING VIA INTERNATIONAL BANK TRANSFER.

 THESE PRICES EXCLUDE THE SERVICE FEES OR EXCHANGE RATE YOUR LOCAL BANK CHOOSES TO CHARGE AT THE TIME OF DEDUCTION.

2.EXCHANGE RATE FLUCTUATION

AT NO STAGE CAN WE GUARANTEE A RATE OF EXCHANGE OVER AN EXTENDED TIME FRAME, IF YOUR TRIP INVOLVES MULTIPLE CURRENCY COSTS FOR MORE THAN 24 HOURS. ANY MAJOR FLUCTUATIONS WILL BE ADJUSTED ON THE INVOICE ACCORDINGLY ESPECIALLY IF THE DEPOSIT AND BALANC EOF PAYMENT IS OVER A LONG PERIOD OF TIME. IE DEPOSIT PAID IN MARCH AND BALANCE IN AUGUST, AND DURING THIS PERIOD, EXCHANGE RATES HAVE CHANGED DRASTICALLY.

3. DELIVERY OF DOCUMENTS GUARANTEEING SERVICES

ONCE A DEPOSIT IS PAID , YOU WILL RECEIVE YOUR NECESSARY TRAVEL VOUCHERS WITHIN 2 WEEKS OF PAYMENT, GUARANTEEING YOUR TRIP WITH DETAILED INCLUSIONS AND EXCLUSIONS. THESE VOUCHERS ARE LEGALLY BINDING, SERVICE GUARANTEED DOCUMENTS IN ACCORDANCE WITH INTERNATIONAL TRAVEL STANDARDS SET OUT BY SATSA( SOUTHERN AFRICAN TOURISM SERVICES). THESE DOCUMENTS ARE NORMALLY SENT VIA PDF TO YOUR EMAIL OR DELIVERED BY HAND OR DHL COURIER SERVICES {IF REQUESTED} AT AN ADDITIONAL FEE.

IF YOU ARE A TRAVEL AGENT, WE WILL GLADLY SEND THESE DOCUMENTS IN WORD FORMAT, FOR YOU TO TRANSFER TO YOUR RESPECTIVE LETTERHEADS, IN ORDER TO FORWARD TO YOUR CUSTOMER.

 

      3.1 BOOKING FORM

DUE TO THE EXTREMELY IMPORTANT NATURE OF CORRECT SPELLING OF NAMES ON FLIGHT TICKETS, AS WELL AS SAFETY AND SECURITY REGULATIONS, NO BOOKINGS WILL BE PROCESSED UNLESS A COMPLETE BOOKING FORM AND COPIES OF PASSPORTS IS RECEIVED ON CONVERSION OF A QUOTE TO A BOOKING. PLEASE BE VERY CLEAR AND COMPREHENSIVE AROUND DIETARY REQUIREMENTS, KOSHER REQUIREMENTS,  SPECIAL MEDICAL NEEDS ETC. DO NOT ONLY RELAY THIS INFORMATION VERBALLY TO OUR CONSULTANTS.

ALL BOOKING FORMS MUST BE SENT TO THE TRAVEL CONSULTANT YOU ARE DEALING WITH DIRECTLY.

 

4. TRAVEL INSURANCES AND LEGAL DOCUMENTATION:

 

ALL PARTICIPANTS MUST TAKE OUT TRAVEL, MEDICAL, CANCELLATION AND CURTAILMENT INSURANCE THE MOMENT YOU CONFIRM A TRIP WITH US.

THE AGENT, OR ORGANISING COMMITTEE, OR PERSON TRAVELLING THEMSELVES, ARE RESPONSIBLE TO ARRANGE INTERNATIONAL FLIGHTS OUT OF AND RETURNING TO THEIR COUNTRIES OF ORIGIN, AS WELL AS ENSURING EACH TRAVELLER HAS THE NECESSARY VISA, HEALTH AND OTHER INTERNATONAL TRAVEL DOCUMENTATION IN PLACE PRIOR TO DEPARTURE. ANY OMISSIONS IN THIS REGARD, ARE NOT THE RESPONSIBILITY OF OUR COMPANY.

SOME LOCATIONS TO SECURE TRAVEL INSURANCE:

Globelink Travel Insurance for UK & EU Residents – Easy as ABC

Best Travel Insurance Companies of 2022 (investopedia.com)

ADMINISTRATION FEES: 

ALL DEPOSITS CARRY A 15%  NON- REFUNDABLE ADMINISTRATION FEE OF THE TOTAL TRIP COST.

WE CARRY BANK CHARGES, CREDIT CARD FEES,  ADMINISTRATION AND COMMUNICATION COSTS BASED ON TIME INVESTED IN A BOOKING,  THIS IS WHY WE APPLY THIS POLICY.

5. CANCELLATION POLICY APPLICABLE TO TOTAL TRIP COSTS * :

 

ANY BOOKINGS CANCELLED MORE THAN 60 DAYS BEFORE TRAVEL ARE SUBJECT TO 15% ADMIN FEE OF TOTAL TRIP COST.

{THE REST OF YOUR TRIP IS REFUNDABLE, WITH EXCEPTIONS OF :

 * FLIGHTS, WHICH ARE GENERALLY ONLY REBOOKABLE FOR POSTPONEMENT.

* A HANDFUL OF LODGES OR SERVICE PROVIDERS, WHO MAY EVEN OFFER A HIGHER REFUND, OR CREDIT VOUCHER, DEPENDANT ON THEIR COVID 19 ADJUSTED CANCELLATION AND REFUND POLICIES, WHICH ARE AVAILABLE ON REQUEST FROM US. }

ANY BOOKINGS CANCELLED LESS THAN 60 DAYS BUT MORE THAN 45 DAYS PRIOR TO DEPARTURE ARE SUBJECT TO A 50% CANCELLATION FEE.

ANY BOOKINGS CANCELLED LESS THAN 45 DAYS BUT MORE THAN 21 DAYS PRIOR TO DEPARTURE ARE NORMALLY SUBJECT TO A 75% CANCELLATION FEE.

CANCELLATIONS LESS THAN 21 DAYS IS SUBJECT TO A 100% CANCELLATION FEE.

DURING COVID, ITS IMPORTANT TO NOTE, WE TRY OUR BEST TO MITIGATE YOUR CANCELLATION FEE RISK ON A CASE BY CASE SCENARIO AND LEVERAGE OUR RELATIONSHIPS WITH THE SUPPLIERS, TO THE BEST OF OUR ABILITY. ( SEE POINT 10 BELOW )

*THIS EXCLUDES ALL AIRLINE TICKETS, WHICH ARE LISTED SEPARATELY UNDER POINT 8.

  

6. CANCELLATION POLICY EXCEPTIONS:

SOME SAFARI LODGES  AND SMALLER PRIVATE RESORTS CAN ENFORCE STRICTER NON REFUNDABLE DEPOSIT POLICIES THAN THE ABOVE POLICY. BUT AGAIN IN COVID 19 TIMES, WE SEE THIS IS BECOMING LESS COMMON PRACTICE, AS MOST SUPPLIERS WANT TO BE MORE CONSUMER FRIENDLY WHERE POSSIBLE.

PLEASE NOTE: SOME SAFARI LODGES, RESORTS OR BOUTIQUE HOTELS WITH A SMALL ROOM TOTAL,  ARE NOW ENFORCING 25% NON-REFUNDABLE DEPOSITS WITHIN 14 DAYS OF MAKING A BOOKING, AND THE BALANCE IS DUE 60 DAYS PRIOR TO ARRIVAL. MANY CANCELLATIONS LESS THAN 60 DAYS CARRY A 100% CANCELLATION FEE IN THIS LODGE CATEGORY.

THEREFORE THIS POLICY OVERRIDES OUR GENERAL STANDARD CANCELLATION POLICY IN POINT 5, ONLY WHEN A SPECIFIC LODGE OR GROUP OF LODGES APPLIES THIS  HIGHER PERCENTAGE OF CANCELLATION AND NON REFUNDABLE DEPOSITS .

Note: SPECIFIC SUPPLIER CANCELLATION POLICIES CAN BE REQUESTED FROM US WHEN MAKING A BOOKING.

7.FESTIVE OR PEAK SEASON BOOKINGS:  

 

PLEASE NOTE:  BETWEEN 5 DECEMBER – 10 JANUARY EVERY YEAR MOST HOTELS, RESORTS AND LODGES ENFORCE A STRICTER CANCELLATION POLICY THAN OUR STANDARD POLICIES STIPULATED IN POINT 5. THESE CAN BE OBTAINED ON REQUEST WHEN BOOKING OVER THIS PERIOD.

{ IN SOME INSTANCES, JULY/ AUGUST MAY ALSO HAVE PEAK SEASON POLICIES IN PLACE, PLEASE ENQUIRE WITH YOUR CONSULTANT IF YOU HAVE ANY QUESTIONS IN THIS REGARD}

8.AIRLINE TICKETS:

FLIGHT PRICES ARE ONLY GUARANTEED FOR 12 HOURS ON OUR SYSTEMS, AND ARE SUBJECT TO AVAILABILITY. THEY WILL BE REQUOTED IF YOU HAVE NOT PAID AS PER THE FLIGHT DEPOSIT DEADLINE.

MOST TICKETS ARE GENERALLY PARTIALLY REFUNDABLE, BUT ALWAYS CARRY AN AMENDMENT OR CANCELLATION FEE.REFUNDS ARE TREATED CASE BY CASE, DEPENDING ON THE FARE CLASS BOOKED, AND THE INDIVIDUAL AIRLINE POLICY.  IF BOOKED IN THE CHEAPEST CLASS THEY ARE NON REFUNDABLE. 

     

9. REFUND POLICY:

 

9.1 OUR REFUNDS ARE PROCESSED WITHIN THE CANCELLATION GUIDELINES LISTED ABOVE IN POINTS 4 – 8. REFUNDS ARE PROCESSED WITHIN 14 DAYS OF RECEIVING YOUR CANCELLATION EMAIL, WHICH MUST BE PUT IN WRITING TO YOUR TRAVEL CONSULTANT THAT YOU WERE DEALING WITH, AND SUPPORTED WITH NECESSARY DOCUMENTATION I.E. MEDICAL CERTIFICATES ETC.

REFUNDS ARE ONLY PAID OVER, ONCE WE HAVE RECEIVED THE FINANCES BACK FROM THE SUPPLIER

 

9.2 IF IN THE CASE OF A SERVICE DELIVERY FAILURE, PLEASE LODGE YOUR COMPLAINT IN WRITING TO YOUR TRAVEL CONSULTANT YOU WERE DEALING WITH, OR TO ADRIAN@BESTSAFARIAFRICA.COM    OR  CALL +27 21 976 0099 IF YOU WISH TO TALK TO A MANAGER BEFORE LODGING THE COMPLAINT IN WRITING.

9.3  ONCE WE RECEIVE A COMPLAINT REGARDING A SPECIFIC HOTEL OR SERVICE PROVIDER, WE WILL INVESTIGATE THE MATTER WITHIN 7 DAYS OF YOUR COMPLAINT, AND THEREAFTER ISSUE A REFUND INSTRUCTION AND REFUND FORM TO COMPLETE IF YOUR COMPLAINT WAS VERIFIED AND APPROVED BY OUR INVESTIGATION.  REFUNDS ARE PROCESSED USING THE SAME AVENUE / FORM OF PAYMENT THAT WAS USED WHEN CLIENT MADE PAYMENT TO US.

 

9.4 WE  OPERATE WITHIN THE LAWS OF THE CONSUMER PROTECTION ACT( ACT NR 68, 2008) OF SOUTH AFRICA, AND SHOULD A DISPUTE ARISE WITH A HOTEL OR SERVICE PROVIDER, WE WILL ACT WITHIN THE GUIDELINES OF THIS LAW APPLICABLE TO THE TOURISM INDUSTRY WITHIN SOUTH AFRICA.

HTTPS://WWW.SAICA.CO.ZA/PORTALS/0/TECHNICAL/LEGALANDGOVERNANCE/GON271CODEOFCONDUCTCGSO.PDF

 

WE WILL ALSO REFER TO SATSA’S CODE OF CONDUCT , BY WHICH WE ARE REQUIRED TO COMPLY:

HTTP://WWW.SATSA.COM/CODE-OF-CONDUCT/

IF YOU ARE OF THE OPINION WE ARE NOT COMPLYING WITH THIS CODE OF CONDUCT YOU ARE WELCOME TO LODGE A COMPLAINT WITH SATSA DIRECTLY. SATSA CONTACT DETAILS :
+27 (0) 86 12 72872; +27 (11) 886 9996.  EMAIL:    PA@SATSA.CO.ZA

      

10) CANCELLATION INSURANCE AND NEGOTIATING REDUCTIONS WITH MANAGEMENT:

 

BASED ON POINTS 5 – 9, WE REPEAT IT IS ADVISABLE TO TAKE OUT CANCELLATION INSURANCE, TO COMPLETE BOOKING FORMS PROPERLY AND TO BE AWARE THAT OUR TERMS AND CONDITIONS RELATE TO SERVICE PROVIDERS AND PRINCIPALS THAT WE USE UNDER GUIDANCE FROM SATSA CODE OF CONDUCT.

 

WE WILL  TRY AND NEGOTIATE THE REDUCTION OF THE CANCELLATION POLICIES, PER CASE, TO SERVE THE CUSTOMER, SHOULD THE NEED ARISE. THE FINAL DECISION LIES WITH THE HOTEL OR SERVICE PROVIDER’S MANAGEMENT TEAM, NOT US AS A TRAVEL AGENCY.  THEY WILL TAKE INTO ACCOUNT FACTORS SUCH AS RESELLING OF ROOMS, OR TIME OF YEAR, OR LOSS OF REVENUE.

 

THESE NEGOTIATIONS ARE MERELY AN OFFER TO MINIMIZE COSTS TO OUR CLIENTS, BUT UNDER NO CIRCUMSTANCES IS IT UP TO US AS A TRAVEL AGENCY WHAT THE FINAL DECISION WILL BE IF EXISTING CANCELLATION POLICIES FROM OUR SUPPLIERS WILL BE WAIVERED OR REDUCED. 

 

WE OPERATE WITHIN THE RULES OF LAW AND ETHICAL NORMS OF OUR NATION, AND CANNOT PUT UNDUE PRESSURE ON A SERVICE PROVIDER TO REFUND MORE THAN IS STIPULATED IN THEIR CANCELLATION POLICIES AND TERMS AND CONDITIONS.

  

11) PRIVACY POLICY:

11.1 ALL INFORMATION RECEIVED IN THE BOOKING FORM, ON PAYMENT FORMS, AND CORRESPONDENCE VIA EMAIL WILL BE TREATED WITH STRICTEST CONFIDENTIALITY.

11.2 NO UNSOLICITED EMAILS, SPAMMING OR USAGE OF THE CLIENTS INFORMATION OTHER THAN FOR THE PURPOSES OF DIRECT COMMUNICATION RELATING TO THE CLIENTS TRAVEL NEEDS, WILL BE ENTERED INTO. 

11.3 CLIENT’S INFORMATION WILL NOT BE SOLD, OR PASSED ONTO ANY THIRD PARTIES FOR USAGE IN DATABASE PROMOTIONAL ACTIVITIES OR MARKETING.

End of document

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