This policy applies to bookings made through Let'ssee.
Cancellation charges must always remain reasonable and subject to applicable South African consumer law.
Standard Tourist Cancellation Policy
More than 48 hours before the scheduled start:
100% refund.
Between 24 and 48 hours:
Up to 25% of the booking amount may be retained as a cancellation charge.
The remaining amount will be refunded.
Less than 24 hours:
Up to 50% of the booking amount may be retained as a cancellation charge.
The remaining amount will be refunded.
No-show
If a Tourist does not arrive and has not cancelled the booking, up to 100% of the prepaid booking amount may be retained where reasonable and lawful in the circumstances.
No-show charges are not intended to constitute an additional penalty charged on top of the booking amount already paid.
Reasonableness
Cancellation charges must not be applied mechanically where doing so would produce an unreasonable or unlawful result.
Relevant circumstances may be considered, including:
•the amount of notice provided;
•the nature of the experience;
•the likelihood that the Guide could obtain another booking;
•the Guide's preparation or costs;
•industry practice;
•the circumstances surrounding the cancellation;
•applicable consumer law.
Death Or Hospitalisation
No cancellation charge will be imposed where prohibited by applicable South African consumer law, including where applicable statutory protections concerning death or hospitalisation apply.
Reasonable supporting documentation may be requested where lawful and appropriate.
Guide Cancellation
If a Guide cancels, Let'ssee may offer the Tourist:
•a replacement Guide;
•rescheduling; or
•a refund.
The Tourist does not have to accept an alternative Guide or date.
Where no acceptable alternative is provided, the affected booking will ordinarily be refunded in accordance with applicable law.
Weather And Safety
If an experience cannot proceed because of unsafe weather or another legitimate safety issue, the booking may be rescheduled, substituted or refunded depending on the circumstances.
Refund Processing
Approved refunds will be returned through the available payment mechanism where practicable.
Bank/payment-provider processing times may apply after Let'ssee authorises the refund.
Cancellation Payouts
Where a valid cancellation or no-show charge is retained, Let'ssee may deduct its applicable platform commission and/or permitted costs and allocate the remaining applicable amount to the Guide according to the Guide Agreement and platform payout rules.
The exact financial calculation must be recorded in the booking/payment records.