Refund & Cancellation Policy

1. About This Policy

VIPTOURHUB acts as a travel agency and travel service arranger. Depending on the service purchased, VIPTOURHUB may arrange travel products supplied or operated by independent third parties.

These suppliers may establish their own fare rules, cancellation conditions, refund restrictions, amendment fees, administrative charges and deadlines.

2. Cancellation of Travel Bookings

Customers who wish to cancel a booking should contact VIPTOURHUB as soon as possible using the contact details provided below.

A cancellation is not considered complete merely because a customer stops using the service, does not travel, does not check in or does not communicate with the supplier. A cancellation request should be formally communicated to VIPTOURHUB or, where applicable, the relevant supplier.

The date and time on which a valid cancellation request is received may affect the applicable cancellation conditions.

3. Flights and Airline Tickets

Flight tickets are subject to the fare rules and conditions of the applicable airline and/or ticketing system.

Flight cancellations may involve:

• Airline cancellation penalties;
• Fare restrictions;
• Non-refundable fares;
• Fare differences;
• Ticketing or administrative charges;
• Supplier processing charges, where applicable; and
• Other charges expressly disclosed in the applicable booking conditions.

Some airline fares may be completely or partially non-refundable. Where a ticket is refundable, the amount available for refund will depend on the airline’s applicable fare rules and the circumstances of the cancellation.

Airline taxes, fees and charges may also be subject to specific refund rules.

4. Hotels and Accommodation

Hotel and accommodation bookings are subject to the cancellation conditions of the hotel, property, wholesaler, booking platform or other supplier through which the reservation was made.

Depending on the selected rate, cancellation may be free until a specified deadline, partially refundable, subject to a cancellation charge, or non-refundable.

The applicable cancellation conditions should be checked before completing the booking.

5. Tours, Packages, Transfers and Other Travel Services

Tours, holiday packages, airport transfers, transportation, cruises, activities and other travel services may each have their own cancellation and refund conditions.

Where a package or combined travel arrangement contains multiple suppliers, the cancellation conditions of each component may apply.

A refund for one component does not automatically mean that all other components of the booking are refundable.

6. Cancellation Charges

Where permitted by law and the applicable booking conditions, reasonable cancellation charges may apply to advance bookings, reservations or orders.

The applicable cancellation charge, if any, will depend on the circumstances of the booking, the notice provided, the relevant supplier conditions and applicable law.

VIPTOURHUB will not use this policy to remove or unlawfully limit rights that cannot legally be excluded.

7. Refundable and Non-Refundable Bookings

8. VIPTOURHUB Service or Administration Fees

Where VIPTOURHUB charges a separate service, administration, consultation, booking or processing fee, the amount and applicable conditions should be disclosed to the customer before the relevant transaction is completed.

Where a fee relates to work already performed, it may not automatically be refundable merely because a customer subsequently cancels a supplier booking. Any such treatment remains subject to the terms disclosed to the customer and applicable law.

9. Refunds Following Supplier Cancellation

If an airline, hotel, tour operator or other supplier cancels a service, VIPTOURHUB will assist the customer in dealing with the applicable supplier and determining what alternatives or refunds are available.

The available remedy may depend on the supplier’s rules, the reason for cancellation, the type of booking and applicable law.

Where a supplier authorises a refund to VIPTOURHUB for onward payment to the customer, the customer will be informed of the applicable refund process.

10. Airline Schedule Changes and Disruptions

Airlines and other travel suppliers may change schedules, routes, departure times, accommodation arrangements or other travel details.

Where a supplier offers a refund, rebooking, credit or alternative arrangement, VIPTOURHUB will communicate the available options to the customer where the relevant information is provided to us.

Supplier rules may determine whether a refund, credit, rebooking or other remedy is available.

11. No-Show Bookings

If a customer does not arrive for a booked flight, hotel stay, tour, transfer or other service without properly cancelling the booking, the booking may be treated as a no-show under the applicable supplier terms.

No-show consequences may include loss of the booking value, cancellation charges or other supplier-imposed fees.

Customers should contact VIPTOURHUB before the scheduled service whenever possible if they are unable to travel.

12. Medical, Emergency or Exceptional Circumstances

If a customer is unable to travel because of illness, hospitalisation, death, emergency circumstances or another exceptional event, the customer should contact VIPTOURHUB as soon as reasonably possible.

Supporting documentation may be requested where relevant to the supplier’s refund or cancellation rules.

Special circumstances do not automatically guarantee a refund, because the applicable remedy may depend on the supplier’s rules and the circumstances of the booking.

13. Electronic Transactions and Cooling-Off Rights

Certain electronic transactions may be subject to consumer protections under the Electronic Communications and Transactions Act 25 of 2002, including statutory cooling-off provisions where applicable.

Where a statutory cancellation or cooling-off right applies to a particular transaction, VIPTOURHUB will respect that right subject to the requirements and exclusions provided by law.

This policy does not remove any statutory right that applies to a particular transaction.

14. Refund Processing

Once a refund has been approved and the applicable funds have been received from the relevant supplier, VIPTOURHUB will process the refund using an appropriate payment method.

The time required for a refund may depend on:

• The supplier’s refund processing time;
• Airline or hotel processing procedures;
• Payment-provider processing times;
• Bank processing times;
• Currency conversion or international payment processing; and
• Any verification required before payment is released.

15. Currency and International Refunds

Where a booking was paid in a foreign currency or where an international supplier processes the refund, the amount received by the customer may be affected by exchange-rate movements, payment-provider charges or banking fees, where applicable and lawfully chargeable.

The original booking currency and the currency in which a refund is processed may therefore affect the final amount received.

16. Refund Request Procedure

To request a cancellation or refund, customers should contact VIPTOURHUB and provide sufficient information to identify the booking.

Please provide:

• Passenger or customer name;
• Booking or reference number;
• Travel dates;
• Service booked;
• Reason for the cancellation, where relevant;
• Preferred contact details; and
• Any supporting documentation requested.

Customers should keep their booking confirmation, invoice, ticket, payment confirmation and correspondence relating to the booking.

17. Refunds for Defective or Unsatisfactory Services

Nothing in this policy is intended to exclude rights available to consumers under applicable South African consumer-protection law.

Where a consumer has a statutory right to a remedy in relation to a service, that right remains subject to the requirements and circumstances provided by applicable law.

The specific remedy available in any situation will depend on the nature of the service, the supplier involved, the circumstances and the applicable law.

18. Important Supplier Terms

Customers are responsible for reviewing the applicable conditions presented before completing a booking, including:

• Fare conditions;
• Hotel cancellation conditions;
• Tour operator conditions;
• Payment conditions;
• Change and amendment conditions;
• Refund restrictions;
• Passport and visa requirements;
• Travel insurance conditions; and
• Other supplier-specific restrictions.

Where VIPTOURHUB provides a quotation or booking confirmation, the applicable booking-specific conditions should be considered together with this policy.

19. Changes to This Policy

VIPTOURHUB may update this Refund & Cancellation Policy from time to time to reflect changes in its services, supplier arrangements, legal requirements or business practices.

The latest version published on this website will show the applicable update date.

20. Governing Law

This policy is intended to operate in accordance with the laws of the Republic of South Africa, including applicable consumer and electronic-commerce legislation.

Nothing in this policy is intended to exclude, restrict or waive a consumer right that cannot lawfully be excluded or restricted.

The principal legislation relevant to this policy includes the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, together with other applicable laws and regulations.