Cancellation Charges at a Glance

Booking-specific or supplier-specific cancellation conditions may apply where expressly communicated as part of the booking arrangements.

1. Booking Confirmation

A booking is considered confirmed once the required deposit or full payment has been received and Felessy Tours & Safaris has issued written confirmation of the booking.

The amount required to confirm a booking may vary depending on the itinerary, travel dates, accommodation, activities and supplier requirements. The applicable deposit and balance payment requirements will be stated in the client’s quotation, invoice or booking confirmation.

Certain services, including flights, railway tickets, permits, special activities and some accommodation arrangements, may require full or non-refundable payment at the time of reservation.

2. Cancellation by the Client

All cancellations must be communicated to Felessy Tours & Safaris in writing. The effective cancellation date will be the date on which we receive the written cancellation request.

Unless different cancellation conditions have been expressly disclosed for a particular booking, the following standard cancellation charges apply:

• 90 days or more before commencement of services: 15% of the total booking price.
• 89–45 days before commencement of services: 30% of the total booking price.
• 44–22 days before commencement of services: 50% of the total booking price.
• 21–8 days before commencement of services: 75% of the total booking price.
• 7 days or less before commencement of services: 100% of the total booking price, including no-shows and cancellation after commencement.

These percentages represent our standard cancellation charges and reflect the increasing financial commitments associated with a confirmed booking as the commencement date approaches.

3. Non-Refundable Third-Party Commitments

Safari and travel arrangements frequently involve advance payments or contractual commitments to third-party suppliers. These may include accommodation providers, airlines, railway operators, national parks, conservancies, marine parks, activity providers and other travel-service suppliers.

Where documented non-refundable third-party costs attributable to the client’s booking exceed the standard cancellation charge stated above, those actual non-refundable costs may replace the standard cancellation charge for the affected services.

They will not be added to the standard cancellation charge in a manner that results in the same cost being charged twice.

Where reasonably practicable, supplier-specific cancellation conditions that are materially more restrictive than our standard policy will be communicated to the client before the relevant booking commitment or payment is made.

4. Special and Non-Refundable Services

Certain services may carry their own cancellation conditions because they are purchased specifically for the client or governed by independent supplier rules.

• Domestic and international flights
• SGR and other railway tickets
• Balloon safaris
• Special permits
• Exclusive-use properties or vehicles
• Private charters
• Group bookings
• Peak-season and festive-season accommodation
• Special events and activities
• Other services expressly identified as non-refundable or subject to special terms

Where separate conditions apply, they will take precedence for the affected component of the booking, provided they have been communicated to the client as part of the booking arrangements.

5. Calculation of Refunds

Where a cancellation qualifies for a refund, the refundable amount will generally be calculated from the amount received by Felessy Tours & Safaris, less the applicable cancellation charge or, where applicable, the higher documented non-refundable supplier commitment.

Any remaining refundable balance will be returned to the client. Felessy Tours & Safaris will not apply both the standard cancellation percentage and the same underlying supplier cost as separate charges.

6. Refund Processing

Approved refunds will normally be initiated within 14 business days after the refundable amount has been determined and any necessary supplier reconciliation has been completed.

After we initiate the refund, the time required for the funds to appear in the client’s account will depend on the issuing bank, card network, payment provider and, where applicable, international banking procedures.

Where reasonably possible, refunds will be made through the same payment method used for the original transaction.

Any lawful, non-recoverable banking, intermediary or currency-conversion costs directly associated with processing a refund may be reflected in the final refunded amount where applicable and permitted.

We will not impose arbitrary administrative charges on approved refunds.

7. Cancellation by Felessy Tours & Safaris

We make every reasonable effort to provide confirmed travel services as booked.

If Felessy Tours & Safaris cancels a confirmed service for reasons within our reasonable control and cannot provide a suitable alternative accepted by the client, the client will be entitled to a refund of the amounts paid to us for the affected service.

Our standard client cancellation charges will not apply where the cancellation is initiated by Felessy Tours & Safaris for reasons within our reasonable control.

Where appropriate, we may first offer an equivalent or superior alternative, alternative travel dates, a credit toward future travel or another mutually acceptable solution. The client will be free to accept or decline such an alternative where the original service has been materially cancelled.

8. Force Majeure and Circumstances Beyond Our Control

Travel in Africa can occasionally be affected by events outside the reasonable control of either the client or Felessy Tours & Safaris.

These may include severe weather, flooding, natural disasters, epidemics, government restrictions, border closures, security incidents, civil unrest, strikes, road closures, park closures, significant transport disruption or other extraordinary circumstances beyond our reasonable control.

Where such circumstances materially affect a booking, our first priority will be to find a reasonable solution, which may include modifying the itinerary, rescheduling services, providing an appropriate alternative or seeking refunds or credits from the relevant suppliers.

Where a refund is requested or becomes appropriate, the amount available will depend on funds actually recoverable from third-party suppliers and reasonable costs already irreversibly incurred in arranging or providing the affected services.

We will make reasonable efforts to recover refundable amounts from suppliers on the client’s behalf.

9. Itinerary and Operational Changes

Safaris operate in dynamic natural environments, and reasonable operational changes may occasionally be necessary.

Minor changes to routes, game-drive timings, activity sequence, departure times or similar operational details may be made where reasonably necessary for safety, weather, road conditions, wildlife movements, park regulations or efficient operation of the itinerary.

Such minor changes do not normally constitute grounds for cancellation or refund.

If we are required to make a material change to an essential component of the confirmed itinerary before commencement, we will make reasonable efforts to offer a comparable alternative.

Where the replacement represents a material reduction in the value of the affected service, we will seek to provide an appropriate price adjustment, credit or refund for the difference where reasonably determinable.

10. Accommodation Substitution

In the unlikely event that confirmed accommodation becomes unavailable for reasons outside our reasonable control, we will endeavour to provide accommodation of a comparable or higher standard and in a reasonably comparable location.

Where only accommodation of a materially lower standard is available and the client accepts the substitution, an appropriate adjustment may be provided where there is a demonstrable difference in the cost or value of the affected service.

11. Changes Requested by the Client

Requests to change travel dates, accommodation, itinerary, number of travellers or other confirmed arrangements will be accommodated wherever reasonably possible and remain subject to availability and supplier conditions.

Changes may result in differences in accommodation rates, park fees, transport costs, seasonal pricing or supplier amendment charges.

Where the requested change results in cancellation of an existing confirmed service, the applicable cancellation conditions for that service may apply.

Before proceeding with a material client-requested change, we will endeavour to communicate any significant additional costs or cancellation consequences.

12. Unused Services and Early Departure

Once travel services have commenced, no refund will normally be provided for services voluntarily unused by the client.

This may include accommodation, meals, game drives, transfers, excursions or activities missed because of late arrival, early departure, personal choice or other circumstances attributable to the client.

Where an unused service remains refundable by the relevant supplier, we will make reasonable efforts to recover the refundable amount on the client’s behalf.

13. No-Shows and Late Arrivals

Failure to arrive at the agreed departure or meeting point without reasonable prior communication may be treated as a no-show and will normally be subject to a 100% cancellation charge.

Where a client experiences a genuine travel delay, we will make reasonable efforts to assist in modifying the itinerary.

Any additional accommodation, transportation, park fees or other expenses required as a result of the delay may be payable by the client.

14. Wildlife, Weather and Natural Conditions

Wildlife safaris take place in natural environments. Our professional driver-guides make every reasonable effort to provide an exceptional safari experience; however, sightings of particular animals or specific wildlife events cannot be guaranteed.

Weather, seasonal conditions, wildlife movements, tides, sea conditions and other natural factors may affect game viewing and outdoor or marine activities.

The absence of a particular wildlife sighting does not constitute grounds for a refund.

Where an activity cannot safely or lawfully operate because of prevailing conditions, we will endeavour to provide a suitable alternative or deal with the affected component in accordance with the applicable supplier conditions.

15. Travel Insurance

We strongly recommend that every client obtain comprehensive travel insurance appropriate to the nature and value of their trip.

Where appropriate, insurance should provide cover for:

• Trip cancellation and interruption
• Medical emergencies and evacuation
• Flight and transport disruption
• Lost or delayed baggage
• Personal belongings
• Unexpected illness or injury
• Other unforeseen travel circumstances

Travel insurance is particularly important because circumstances such as illness, family emergencies or transport disruption may occur after suppliers have become non-refundable.

16. Payment Errors, Refunds and Disputes

If a client believes that a payment has been duplicated, incorrectly charged, unauthorised or that an agreed refund has not been properly processed, we encourage the client to contact Felessy Tours & Safaris promptly.

We will investigate the matter in good faith and endeavour to resolve legitimate payment concerns as quickly as reasonably possible.

Where a formal payment dispute or chargeback is raised, Felessy Tours & Safaris reserves the right to provide the relevant bank, card issuer, payment processor or other authorised institution with information reasonably necessary to respond to the dispute, including booking confirmations, invoices, payment records, correspondence, applicable cancellation conditions and evidence of services reserved or provided.

Nothing in this provision is intended to restrict any rights the client may have under applicable law or the rules of their payment provider.

17. Groups, Festive Periods and Special Bookings

Group travel, festive-season bookings, peak-season accommodation, exclusive-use properties, private charters and specially negotiated arrangements may require higher deposits or different cancellation conditions.

Where special terms apply, they will be communicated as part of the quotation, invoice or booking confirmation and will take precedence over this standard policy for the affected services.

18. Currency and Exchange Rates

Where the original payment and refund involve different currencies or currency conversion, the amount ultimately credited to the client’s account may differ from the amount originally debited in the client’s home currency.

This can result from changes in exchange rates or charges applied by banks, card issuers or payment providers, which are outside the reasonable control of Felessy Tours & Safaris.

19. Fair Resolution

We recognise that unexpected circumstances occur. Where reasonably possible, Felessy Tours & Safaris will seek a practical and fair resolution rather than relying solely on cancellation charges.

Depending on the circumstances and supplier conditions, this may include rescheduling, alternative arrangements, travel credit or recovery of refundable supplier payments.

Any exception, credit or special arrangement agreed in relation to a particular booking must be confirmed by us in writing.

20. Contact and Cancellation Requests

Cancellation and refund requests should be submitted through the official contact details published by Felessy Tours & Safaris or provided in the client’s booking confirmation.

To assist us in processing a request efficiently, clients should provide:

• Lead traveller’s full name
• Booking or invoice number
• Travel dates
• Service being cancelled
• Relevant details concerning the cancellation request

21. Acceptance and Booking-Specific Terms

By confirming a booking and making payment, the client acknowledges the cancellation and refund conditions applicable to the booking.

Where a quotation, invoice, booking confirmation or separately agreed written condition contains specific cancellation or supplier terms for a particular service, those specific terms will take precedence over this general policy for that service.

Nothing in this policy is intended to exclude or restrict any mandatory consumer right or other protection that cannot lawfully be excluded.