Topics
Payments & Refunds
Payment Policy
Services on Travelafric.com may either be reserved or paid directly via the website. A booking will only be confirmed when booking has been made.
Making Payments
All payments on the website are processed by Paystack.
All the services on this website operate on a pre-payment basis. Payment can be made either using a major credit card as Visa, Mastercard, JCB and American Express Credit Card, not including credit card transaction fee.
At the time making the booking, you will be required to complete the booking process by wither making a payment after you have loaded your required services in the cart.
You may review the payment and cancellation policy applicable to each booking before proceeding to complete the payment.
Bookings will only be confirmed when payment has been completed. After receiving your payment, we will issue the booking confirmation voucher indicating the payment reference number and the booking confirmation number. Booking vouchers will be sent to you by email and can also be accessed and printed from the website
Payment Options
Full Payment:
At the time of making the booking, customer may opt to make the full payment via TravelAfric.com to confirm the booking. No service fee will be required if the guest opts to make full payment online.
Part Payment/Deposit:
You may pay an initial 30% deposit online, and the balance (70% of the booking cost) is to be paid in cash directly to the supplier on arrival.
Part Payment required the payments of a 1.5% service fee which will be processed at the time of making the payment
Deposits:
A deposit, paid via one of our accepted payment methods, will secure your booking, which will be applied toward the cost of your package.
Changes or customizations you request to our bookings may require an additional payment. However, any additional payment required will be communicated at the time of the booking.
Deposits are also subject to refund policy applicable to the booking.
If you add Travel Protection coverage when you book, the premium will be added to your deposit amount.
FINAL PAYMENT:
When you opt for partial payment, any balance on the booking will be paid directly to the supplier. Payment can be done using accepted payment methods by the supplier.
Cancellation and Refund policy stated on the booking voucher do apply. The due date for your booking will be listed in the booking process, in your booking receipt email, under Your Booking, and on your invoice. If you make payments in excess of your balance due, you can choose to receive a refund of the excess amount or to convert it to a Travel Credit with no expiration date.
PAYMENT METHODS:
We accept payments towards your deposit or balance due by the following methods:
1. Visa, MasterCard, Discover, and American Express: You can use one of these cards when booking or making a payment via our website or with an agent by phone. To pay your deposit with multiple credit cards, please call us. You may also pay by credit card by printing our credit card authorization form, completing and signing it, then emailing, faxing, or mailing it to our office.
2. Apple Pay: You can use your Apple Pay account to make payments via our third party payment handler, Paystack.
3. Travel Credits issued by us: To redeem travel credits, please contact us.
We do not accept any other forms of payment. Payments must be made in U.S. currency or a conversion fee may apply.
Cancellation
Cancelling A Booking
Payment for a booking is a fundamental part of conforming a booking and affirms that the supplier will provide the service so booked for.
However, we understand that travel plans may change and our guests may want to cancel or change their travel dates and plans.
TravelAfric made ample provision to cancel your booking or change/modify your booking request.
A booking cannot be cancel once is has started unless the guest failed to show and based on a justify reason.
In the event a guest fails to show up at the start of the booking, the guest may send a mail to refunds@travelafric.com to request a refund. Guest will have to provide credible reasons with supporting document for the cancellation and subsequent refund to be processed.
All cancellation request are subject to the cancellation policy stated on the confirmation booking voucher.
Each service or booking has a specific cancellation and modification policy, however the cencellation policy may be guide by the following general rules;
• 24 hours or less prior to departure – Non Refundable
• 1-2 days before departure – 50% Refundable
• 3-7 days before departure – 70% Refundable*
• 7 days or more before departure – Fully Refundable
* or greater than depending on the cancellation policy.
Tailor-made bookings may be subject to alternative cancellation terms, which will be communicated to customers at the time of booking.
All cancellations can be initiated by;
- Using the cancellation link on the website or on the guest online voucher
- Calling the booking Department to request for a cancellation of the booking
- Submitting a cancellation request using the contact-us form on the website.
- Sending an email to the TravelAfric.com’s booking department via the email booking@travelafric.com.
To process any cancellation request; the following will be required;
- Payment Reference Number
- Reservation Code
- Full Name of Guest
- Travel Dates
- Reason for Cancellation
Once the booking has commence, any unused portion or part of the tour or services to be provided cannot be cancelled.
Changing to the booking when it has already started or ending the booking abruptly, will be entirely at the guest’s own expense and liability.
You may however communicate via booking@travelafric.com to request a cancellation when the booking has started starting and justifying the reason for cancellation for consideration and further approval.
Refund
Introduction
At TravelAfric.com, we understand that travel is often accompanied by excitement and anticipation, but we also recognize that unforeseen circumstances can lead to changes in plans. Our refund policy has been crafted with our customers in mind, aiming to provide clarity and assurance throughout the booking process. We want our clients to feel secure knowing that, should the need arise, they have clear options regarding refund.
This policy will elaborate on the conditions under which refunds are applicable, the procedures to follow when initiating a refund, and the timelines for processing those refunds. Additionally, we outline the specific criteria for refundable and non-refundable services, along with varying refund percentages based on the timing of cancellations. We encourage all customers to familiarize themselves with these guidelines to make informed decisions regarding their travel arrangements
A. Scope of the Refund Policy
1. Services Covered by the Refund Policy:
This refund policy encompasses a broad range of travel-related services offered by TravelAfric.com.
These services include, but are not limited to:
o Accommodation Bookings: Encompasses a variety of accommodations types in Africa from luxury hotels to budget-friendly options.
o Excursion & Sightseeing: Includes various day tours, sightseeing packages and itineraries in Africa.
o Tour Packages: Comprises guided tours, adventure trips, and customized itineraries in Africa.
o Transfers Bookings: Offers a selection of vehicles for rent in Africa, suitable for all types of travelers.
o Tour Guide Bookings: Offers a wide pool of professional tour guides in Africa to request a tour guiding service.
2. Eligible Customers::
Our refund policy is designed to cater for all users how have booked via the TravelAfric.com and hold booking vouchers with payment confirmation numbers.
All eligible customers who make bookings via TravelAfric.com will benefit from the protections and procedures outlined in this policy.
B. Customer Rights and Obligations
1. Customer Rights:
Customers engaging with TravelAfric.com have specific rights regarding their bookings, particularly in terms of refunds. These rights include:
o The right to receive prompt and informative responses to refund inquiries, ensuring clarity and understanding.
o The right to access clear information on the eligibility requirements and steps for initiating a refund, making the process straightforward.
o The right to timely processing of refunds in accordance with the terms outlined within this policy, thus promoting trust and reliability in our services.
2. Customer Obligations:
While we prioritize customer rights, we also emphasize the responsibilities of our clients. Customers are expected to:
o Follow the proper cancellation procedures as laid out in this policy to ensure their requests are handled efficiently.
o Provide necessary documentation when requested, which may include medical certificates or proof of visa denial, to substantiate their claims.
o Be mindful of the deadlines for cancellations and refunds, as these timelines are crucial in determining eligibility for refunds.
General Refund Conditions
Refunds for bookings made through TravelAfric.com are subject to various conditions that vary based on the nature of the service, the timing of cancellation, and other critical factors. It is essential for customers to thoroughly review these conditions to understand their eligibility for a refund.
A. Refund for Cancellations Initiated by the Customer
1. Refund for Accommodation Reservations
1.1. Refund Policy:
Accommodation bookings are subject to the specific cancellation policies of each hotel. However, general rules are as follows:
Refundable Reservations:
• A 100% refund is available for cancellations made more than [7] days before the check-in date, ensuring that customers have sufficient time to change plans without penalties.
• A 70% refund will be provided for cancellations made between [3-6] days before check-in, reflecting the hotel’s potential inability to rebook the room.
• No refund will be issued for cancellations made less than [24] hours before check-in, as the hotel incurs costs and lost revenue.
• Non-Refundable Reservations: These will clearly state their terms at the time of booking. Generally, no refund will be provided unless otherwise specified in the hotel’s terms.
1.2. Refund Process:
Customers can request for refunds TTravelAfric.com via refunds@travelafric.com or via the cancellation and refund link in their voucher online.
The process involves verifying the reservation details, cancellation of the booking using the confirmation reference number and by stating the reason for cancellation and refund.
Refunds typically take up to [14] business days to be processed back to the original payment method.
Refund amount are subject to the cancellation policy stated in the booking voucher.
Any credits offered in lieu of a refund will have a validity period of [12 months] and can be used towards future travel arrangements.
2. Refund for Excursion, Sightseeing and Tour Packages
2.1. Refund Policy:
Excursion, Sightseeing and Tour Packages bookings follow a tiered refund structure based on the time of cancellation and as stated on the booking voucher.
However, the following general refund policy may apply:
• A 100% refund is granted for cancellations made more than seven [7] days prior to the start date. This policy allows customers ample time to adjust their travel plans without penalty.
• A 75% refund is applicable for cancellations made three [3] days prior to the start date, acknowledging the increased difficulty in filling the spot as the cruise date approaches.
• A 50% refund is available for cancellations made one [1] days prior to start date.
• No refund will be issued for cancellations made less than one [24] hours prior to the start date, as the suppliers line faces challenges in reallocating resources.
2.2. Refund Process:
Customers can request for refunds TravelAfric.com via refunds@travelafric.com or via the cancellation and refund link in their voucher online.
The process involves verifying the reservation details, cancellation of the booking using the confirmation reference number and by stating the reason for cancellation and refund.
Refunds typically take up to [14] business days to be processed back to the original payment method.
Refund amount are subject to the cancellation policy stated in the booking voucher.
Any credits offered in lieu of a refund will have a validity period of [12 months] and can be used towards future travel arrangements
3. Refund for Tour Packages
3.1. Refund Policy:
Excursion, Sightseeing and Tour Packages bookings follow a tiered refund structure based on the time of cancellation and as stated on the booking voucher. However, the following general refund policy may apply:
• A 100% refund is granted for cancellations made more than seven [7] days prior to the start date. This policy allows customers ample time to adjust their travel plans without penalty.
• A 75% refund is applicable for cancellations made three [3] days prior to the start date, acknowledging the increased difficulty in filling the spot as the cruise date approaches.
• A 50% refund is available for cancellations made one [1] days prior to start date.
• No refund will be issued for cancellations made less than one [24] hours prior to the start date, as the suppliers line faces challenges in reallocating resources.
3.2. Refund Process:
Customers can request for refunds TravelAfric.com via refunds@travelafric.com or via the cancellation and refund link in their voucher online.
The process involves verifying the reservation details, cancellation of the booking using the confirmation reference number and by stating the reason for cancellation and refund.
Refunds typically take up to [14] business days to be processed back to the original payment method.
Refund amount are subject to the cancellation policy stated in the booking voucher.
Any credits offered in lieu of a refund will have a validity period of [12 months] and can be used towards future travel arrangements
4. Refund for Transfer Bookings
4.1. Refund Policy:
Transfer refunds are governed by a general cancellation and refund policy stated on the booking voucher. However, the following general refund policy may apply:
• A 100% refund is available for cancellations made more than [7] days before the rental period, ensuring that customers can change plans without financial repercussions.
• A 70% refund will be offered for cancellations made between [3-6] days before the rental period.
• No refund will be issued for cancellations made less than [3] days before the rental period.
4.2. Refund Process:
Customers can request for refunds TravelAfric.com via refunds@travelafric.com or via the cancellation and refund link in their voucher online.
The process involves verifying the reservation details, cancellation of the booking using the confirmation reference number and by stating the reason for cancellation and refund.
Refunds typically take up to [10 - 14] business days to be processed back to the original payment method.
Refund amount are subject to the cancellation policy stated in the booking voucher.
Any credits offered in lieu of a refund will have a validity period of [12 months] and can be used towards future travel arrangements
B. Refund for Cancellations Initiated by Our Suppliers
In the unlikely event that out suppliers have to cancel a booking due to circumstances beyond our control, TravelAfric.com has put measures in place to protect our customers. These situations may include airline strikes, hotel closures, or natural disasters. Our policy is designed to offer the following options:
1. Full Refund: Customers will receive a 100% refund for any cancellations initiated by [Your Company Name]. We believe it is important to prioritize our customers’ financial interests in such circumstances. C. Non-Refundable Services
Certain services and fees are explicitly designated as non-refundable. Customers should be aware of the following conditions, which apply regardless of the timing of the cancellation:
1. Event Bookings: Any payment associated with event bookings are strictly non-refundable. This is due a unique qr code that is generated after booking is done and registers directly with the supplier of the event. Exceptional Circumstances A. Medical Emergencies
If a customer is unable to travel due to a medical emergency, TravelAfric.com aims to provide a supportive approach to refunds. In such cases, the following terms apply:
• A full refund may be available, provided that the customer submits a certified medical certificate detailing the nature of the emergency. This ensures that we can validate the request appropriately.
Refunds under this provision are assessed on a case-by-case basis, as we aim to provide fair treatment for our clients. If a full refund is not possible, we may offer travel credits that can be used towards future bookings, thereby giving customers flexibility in their travel plans.
B. Failure of Supplier to Deliver
In the unfortunate event that a supplier fails to deliver the service so booked for, we have established a clear policy to address such situations:
• An email correspondence is communicated to the customer and a full refund is made by TravelAfric.com at within a maximum of [14] days before or after the start date, whichever comes first per the cancellation of the booking by the supplier. This timeline is crucial for us to mitigate potential losses associated with the cancellation.
C. Force Majeure Events
TravelAfric.com will not be liable for any refunds in the event of force majeure circumstances. These circumstances may include, but are not limited to:
• Natural disasters such as earthquakes, hurricanes, or floods that may disrupt travel plans.
In such cases, TravelAfric.com will work diligently to provide alternative travel arrangements or issue future travel credits wherever feasible. We understand the impact these situations can have on our customers’ travel plans, and we strive to find solutions that minimize inconvenience.
Refund Process and Timelines A. How to Request a Refund 1. Refund Request Submission:
Customers can request for refunds TravelAfric.com via refunds@travelafric.com or via the cancellation and refund link in their voucher online, or via phone.
2. The guest will be required to provide the following:
o Full name and booking reference number
3. Refunds typically take up to [14] business days to be processed back to the original payment method.
Once a refund request is submitted, TravelAfric.com process the refund request immediately and send an acknowledgment within [24 hours] to confirm receipt of the request.
2. Alternative Arrangement: Where feasible, TravelAfric.com will strive to provide an alternative booking of equal or higher value at no additional cost to the customer. This could include rebooking for different dates, locations, or even upgraded accommodations.
3. Travel Credit: Customers can opt to receive travel credit equivalent to 110% of their original booking value for future travel with [Your Company Name]. This credit will be valid for [18 months] from the cancellation date, allowing customers the flexibility to plan future trips without the worry of losing their investment.
However, events ticket can be transferred by reaching out to event@travelafrid.com for administrative review and transfers.
2. Travel Insurance: Travel insurance premiums purchased via travelAfric.com are non-refundable once the policy is issued. Customers are encouraged to carefully review their insurance options prior to purchase.
3. Non-Refundable Deposits: Certain bookings may require non-refundable deposits, particularly during peak seasons. These deposits will be clearly indicated at the time of booking, ensuring that customers are fully aware of the terms.
• Customers must submit their cancellation request at least [7] days before the departure or check-in date to qualify for this refund. We understand that emergencies can arise unexpectedly, and we are committed to addressing these situations compassionately.
• Acts of terrorism that could compromise the safety of our customers and their travel arrangements.
• Political instability that may lead to travel warnings or bans in certain regions.
• Pandemic or epidemic outbreaks that could result in widespread travel restrictions.
o Reason for the cancellation and refund request
4. Refund amount are subject to the cancellation policy stated in the booking voucher.
5. Any credits offered in lieu of a refund will have a validity period of [12 months] and can be used towards future travel arrangements
6. Refund Confirmation:
B. Refund Processing Times
Refund processing times vary based on the service provided and the payment method used. The following guidelines apply:
• Credit/Debit Card Payments: Refunds will typically be processed within [7-14] business days after approval. However, customers should allow additional time for their financial institution to post the transaction to their account.
• Bank Transfers: Refunds will be processed within [14-21] business days after approval, with similar allowances for banking delays.
• Vouchers/Credits: Travel vouchers or credits will be issued immediately upon approval. Customers can use these credits towards future bookings, and they will be valid for [12 months].
C. Refund Disputes
If a customer disputes a refund decision, they have the right to escalate the matter by contacting the Refunds department or by sending an email to info@travelafric.com.
Disputes must be raised within [30 days] of receiving the refund. Our team will conduct a thorough review of the circumstances surrounding the refund request.
We will respond to disputes within [10] business days, ensuring that we address any concerns raised by our valued customers.