These terms and conditions govern all transactions between Zuri Africa ("the Travel Agent") and the Client. You must take the time to read this document, as you will be bound by it as soon as we confirm a booking with you. If you have any questions, please ask your Zuri Africa consultant or contact us via email before proceeding.
1. Application & Definitions
All enquiries, advice, quotations, estimates, bookings and services provided by or on behalf of Zuri Africa ("the Agent") are subject to these terms and conditions ("the Conditions").
- "Zuri Africa" refers to Zuri Africa, the Travel Agent.
- "The Client" refers to the person(s) liable for payment and/or the travellers on a booking.
- "The Principal" refers to a third-party supplier (airline, hotel, venue, transfer company, etc).
2. The Client & Authority
The person requesting a quotation, making a booking, or to whom any service is rendered is deemed to have read, had explained where applicable, understood and accepted these Conditions, and to have the authority to do so on behalf of all persons named in the booking.
3. Pandemic & Health-Related Restrictions
Travel is undertaken at your own discretion and with full knowledge of current travel recommendations and restrictions relating to health risks, including pandemics. Zuri Africa does not assume responsibility for unsafe conditions, health hazards, illness, or restrictions arising from such events, whether or not you were informed of the risk at the time of booking.
Zuri Africa is not responsible for the acts or omissions of travel suppliers, external vendors, or third parties, including failure to adhere to schedules, provide services or refunds, or honour future trip credits.
Most travel insurance policies exclude epidemics and pandemics, particularly where travel warnings are in effect. We recommend checking policy suitability with an insurance broker. Zuri Africa is not liable for a Client's decision not to purchase insurance, nor for any insurer's denial of a claim.
Cancellation fees may apply where a booking is cancelled due to travel bans or government restrictions. Fees vary depending on the supplier's cancellation policy and the work involved. Professional fees earned by Zuri Africa are non-refundable.
4. Consumer Protection Act (CPA) 68 of 2008
For advance bookings, a consumer may terminate the booking before the travel date, but the supplier retains the right to charge a deposit and a reasonable cancellation fee as a result.
5. Third-Party Service Providers
Zuri Africa provides services either directly or as agent for third-party suppliers ("the Principal") such as airlines, hotels, and venues. Acting as agent only, Zuri Africa accepts no liability for loss, damage, injury, illness or death arising from any act, omission or failure of the Principal, unless due to Zuri Africa's own negligence in cases of injury or death.
The contract issued by the Principal constitutes the sole contract between the Principal and the Client. Any right of recourse lies solely against the Principal, at Zuri Africa's discretion. Third-party suppliers may charge extra for seating, baggage, special requests, room upgrades, and similar items, subject to change without notice. It is the Client's responsibility to review the Principal's own terms and conditions.
6. Air Tickets
Air tickets are subject to the airline's own terms and conditions ("Air T&C"), which are complex and may include strict rules on changes, taxes and cancellations. Clients must confirm all applicable conditions before payment.
Multi-flight itineraries must be used in sequence, skipping a flight or using an alternative mode of transport voids the remaining journey. "No-shows" may void the ticket or incur a cancellation fee. The Air T&C constitutes the sole contract between the Client and the airline. Loyalty programme rules and documentation are the Client's own responsibility.
7. Amendments
No amendment, cancellation or waiver of these terms is valid unless in writing and signed by the Client and an authorised Zuri Africa representative. Professional fees earned by the Agent are non-refundable. A fee based on time spent and lost revenue may be levied for cancellations or changes, see the cancellation schedule below.
8. E-Ticketing & Refunds
Clients must be ready to present identification (and possibly a credit card) at check-in, for every member of the travelling party including minors.
No refunds will be considered by Zuri Africa under any circumstances. Refunds by Principals are subject to their own terms, and Zuri Africa will charge a processing fee for any refund request. Some tickets are entirely non-refundable per airline fare rules. Cancellations for any reason, including medical emergencies, death in the family, strikes, war, weather, natural disaster, airline default or government travel warnings, do not entitle the Client to a refund on non-refundable tickets, nor a waiver of cancellation penalties on refundable ones.
Trip cancellation and interruption insurance is strongly recommended, ideally purchased at the same time as flights. Airline refunds can take from four weeks up to a year to process; hotel refunds typically take four to sixteen weeks.
9. Booking, Deposit & Reservation
Once the Client submits an enquiry, Zuri Africa will prepare a trip summary. Upon the Client's written confirmation and acceptance of these Conditions, Zuri Africa will prepare a formal Quotation.
A non-refundable deposit of 25% of the total estimated Price is required to confirm reservations with Principals, subject to payment of the balance in due course. Zuri Africa will not confirm any reservation without a received deposit and signed Quotation.
For air tickets, full payment is required as per the applicable fare rule, if not received by the required date, the airline may automatically cancel the reservation.
10. Breakaways
Clients may break away from the confirmed itinerary at their own discretion; any costs arising from doing so are for the Client's own account.
11. Car & Vehicle Hire
Car hire contracts ("Car Hire T&C") carry strict, no-fault liability provisions and must be read carefully before signing. Clients are liable for all traffic fines and toll fees, and should inspect the vehicle thoroughly on collection and return, noting any damage in writing. The Car Hire T&C constitutes the sole contract between the Client and the car hire company.
12. Cancellation, Changes & Fee Schedule
Should the Client cancel or amend a booking, Zuri Africa may claim or retain the deposit and any damages incurred, except where cancellation results from the death or hospitalisation of the actual traveller. Professional fees earned by Zuri Africa remain non-refundable in all cases.
Cancellation Fee Schedule*
- A minimum of 25% of the price per person is non-refundable at all times
- 6 weeks or more prior to departure: 35% of the Trip Price
- 4 weeks prior to departure: 50% of the Trip Price
- 3 weeks or less prior to departure: 100% of the Trip Price
Due to the high demand for our rates, our services are non-refundable, non-exchangeable and non-transferable. For bespoke, tailor-made packages, Zuri Africa does not warrant or guarantee refundability, it is the Client's responsibility to confirm the terms of all relevant suppliers before booking.
Requests for date, time or route changes must be submitted in writing; no amendments are made without clear instruction, payment and written approval. An amendment fee may apply in addition to any fees charged by the relevant Principal. Products and services are subject to availability, and Zuri Africa reserves the right to substitute accommodation, transport or vehicle size where reasonably necessary.
13. Confidentiality
Subject to statutory constraints or a court order, Zuri Africa undertakes to treat all Client information of a personal nature on a strictly confidential basis.
14. Confirmation of Travel Arrangements
All onward travel arrangements, local, international, and return connecting flights, must be reconfirmed by the Client 72 hours prior to departure.
15. Currency Declaration
Where trans-border travel is involved, the Client must lodge a currency declaration with Zuri Africa before travel documents are released.
16. Child Policy
The following child policy applies exclusively to Zuri Africa-owned lodges that welcome children. For all other properties, the host establishment's own child policy applies.
- Leopard Sands does not accommodate children under 16 unless approved in writing by the lodge
- Buckler's Africa Lodge & Xidulu by Elephant Point: children under 6 stay free sharing with parents, maximum 1 child per bedroom with 2 adults; where a room cannot accommodate this, 2 rooms must be booked at the single rate for the children's room
- Game drives: children 6–11 years are charged at 50% of the adult rate; 12 years and above at the full adult rate; 0–5 years are free of charge but may not be permitted on private vehicle game drives at management's discretion
17. Driver's Licence
Even where an international driver's licence has been obtained, Clients should carry their national driver's licence at all times.
18. Destination Selection
The Client acknowledges having selected the itinerary based on brochures and/or online sources managed by the Principal, over which Zuri Africa has no control. Zuri Africa cannot guarantee the itinerary will match such materials in every respect; recourse in that regard lies with the Principal.
19. Force Majeure
Zuri Africa reserves the right to cancel any contract rendered impossible or impeded by strike, civil unrest, war, act of God, force majeure, lack of materials, or any cause beyond its control, including lodge renovations. Zuri Africa will use its best endeavours to recover monies paid to third parties on the Client's behalf and will reimburse any amounts recovered, less a cancellation charge based on time spent and lost revenue. Professional fees remain non-refundable.
20. Foreign Exchange Regulation Compliance
Compliance with foreign exchange regulations is the Client's exclusive responsibility, particularly where the Client instructs Zuri Africa to make and pay for arrangements online.
21. Insurance
Clients are strongly advised to take out adequate travel insurance covering cancellation, personal accident and liability, and loss of or damage to baggage. Zuri Africa is not responsible if a Client fails to secure adequate cover, and is only obliged to arrange insurance on the Client's explicit written instruction, subject to the insurer's own terms. Credit card travel insurance is often insufficient for international travel; Clients should confirm cover details directly with their card provider.
22. Internet Bookings
Where a Client instructs Zuri Africa to book via the internet, the Client irrevocably authorises Zuri Africa to make selections, process payment, and accept booking conditions on their behalf.
23. Itinerary Variations & Transfers
While every effort is made to adhere to the final itinerary, Principals and/or Zuri Africa reserve the right to make changes for the Client's convenience or due to circumstances such as weather, this does not constitute grounds for a refund. Clients must check each itinerary amendment and sign the final version.
24. Late Booking & Amendment Fees
- Bookings within 4 working days of departure: R400 late booking fee per booking
- Bookings within 2 working days or less of departure: R500 late booking fee per booking
- Amendments to a confirmed itinerary: an additional R300 amendment fee per booking may apply
25. Law & Jurisdiction
South African law and the jurisdiction of South African courts govern the relationship between the Client and Zuri Africa.
26. Malaria & Tropical Disease Warning
Certain destinations on your itinerary may carry a high risk of malaria and other tropical diseases. We strongly recommend consulting a medical practitioner before departure, and again immediately on return if this was not done beforehand.
27. Passports, Visas & Health
It is entirely the Client's responsibility to ensure passports and visas are current and valid for at least six months beyond the return date, and that any required vaccinations or prophylactics have been obtained. Passports must generally have a minimum of three blank pages, excluding covers, for entry visa issuance, please confirm specific requirements with the relevant consulate or embassy. Zuri Africa will assist where possible, at its discretion, but assumes no liability for non-compliance, which the Client indemnifies Zuri Africa against.
28. Payment & Payment Terms
Full payment or the balance is due no later than six weeks prior to departure, or as specified in the Quotation or Booking Confirmation Form. Late payment may result in delayed documents (at the Client's cost for courier services), cancellation of the booking, or cancellation by the Principal. A fee of 10% above the Travel Agent's bank's prime rate applies to late payments.
29. Prices & Rates
Prices are quoted at the ruling daily exchange rate. Until full payment is received, Zuri Africa reserves the right to pass on any currency fluctuation to the Client. Once paid in full, the Price is guaranteed, subject to statutory increases such as VAT. Airfares remain subject to the airline's own pricing and conditions and cannot be guaranteed by Zuri Africa.
Group bookings that deviate from the required number may be re-costed and surcharged by the Principal; refusal to pay a surcharge may result in cancellation by the Principal. Foreign, Amex and Diners credit cards are not accepted.
30. Responsibility, Limitation of Liability & Indemnity
Travel arrangements are made on the express condition that Zuri Africa, its employees and agents shall not be liable for loss, damage, accident, injury, illness, harm, trauma, death, delay or inconvenience to any Client, howsoever caused, unless the injury or death arises from Zuri Africa's own negligence. Liability is limited to R10,000 per Client per Booking. The Client indemnifies Zuri Africa against all such claims, and Zuri Africa is not liable for any indirect or consequential loss, unless section 61 of the CPA applies.
31. Assumption of Risk, Adventure, Wildlife & Activity-Based Journeys
Certain journeys booked through Zuri Africa involve inherently hazardous activities, including but not limited to game drives and walking safaris, ziplines and canopy tours, hiking and trekking, water-based activities, and other adventure or adrenaline experiences ("the Activities"). The Client acknowledges that the Activities carry an element of danger, including the risk of serious injury, illness or death, arising from factors such as animal behaviour, terrain, equipment, weather, water conditions, and the actions of guides, third-party operators or other participants.
By confirming a booking that includes any Activity, the Client (on behalf of themselves and, where applicable, any minor or dependent traveller in their care) voluntarily assumes all such risks and confirms that they, and every member of their travelling party, are in adequate health and physical condition to safely participate. It is the Client's responsibility to disclose any medical condition, disability, or physical limitation relevant to a booked Activity to Zuri Africa and the relevant Principal or activity operator prior to departure, and to follow all safety instructions, briefings and equipment guidance given by guides, instructors or operating staff at all times.
Activities are frequently conducted and supervised by third-party Principals (lodges, guides, activity operators) rather than Zuri Africa directly. Save where injury or death arises from Zuri Africa's own gross negligence, Zuri Africa, its employees and agents shall not be liable for any injury, illness, death, loss or damage arising from participation in any Activity, whether caused by the negligence of a third-party Principal, the Client's own conduct, the conduct of another participant, or any other cause. This clause operates in addition to, and does not limit, the general limitation of liability set out in Clause 30.
The Client is strongly advised to obtain comprehensive travel insurance covering adventure and activity-based travel, including emergency medical evacuation, before departure. Zuri Africa reserves the right to require a signed activity-specific waiver or indemnity form from the Client and/or each traveller prior to participation in certain Activities, at the request of the relevant Principal or operator.
32. Service & Management Fees
Service fees cover the cost of booking and servicing your reservation and may apply to cancellation requests or booking changes. These fees are non-refundable and vary by number of passengers, destination and service provided. Fees may appear as a separate line item or be built into the total package cost. Zuri Africa is not responsible for any bank or merchant charges related to cross-border card transactions.
33. Social Media
Use of Zuri Africa's social media pages must not be defamatory, unlawful, obscene, offensive, hateful, abusive, threatening, invasive of privacy, or otherwise objectionable. We do not tolerate discrimination on the grounds of race, sex, religion, nationality, disability, belief, sexual orientation or age, and reserve the right to remove content or pursue legal action for any breach.
34. Special Requests
Clients with special requests (including dietary, religious, or accessibility needs) must specify these at the time of enquiry or quotation. Zuri Africa will use its best endeavours to accommodate such requests but cannot guarantee them.
35. Taxes & Surcharges
Airport and airline taxes are reflected in prices where possible, though additional taxes or surcharges may apply for ticket changes. Clients should confirm current departure taxes for all countries on their itinerary before leaving South Africa.
36. Travel Documents
Documentation is prepared and released only on receipt of payment in full. Clients must check all details on receipt of their travel documents.
37. Unscheduled Extensions
Where unscheduled itinerary extensions arise from flight rescheduling, delays, weather, strikes or other causes beyond Zuri Africa's control, any related expenses (accommodation, etc.) are for the Client's account.
38. Dispute Resolution
Any dispute will first be addressed through an amicable meeting within 10 working days. Failing resolution, the matter proceeds to mediation via an independently agreed mediator or one appointed by the Arbitration Foundation of South Africa (AFSA), and if still unresolved, to binding arbitration in South Africa under AFSA rules, conducted in English. Either party may bring an urgent application to a court of competent jurisdiction where circumstances merit it.
39. Legal Fees
Should Zuri Africa need to engage a lawyer to enforce these Conditions, the Client will be liable for all legal fees on an attorney-and-own-client scale.
40. Entire Contract
These Conditions constitute the entire agreement between the parties. No other terms, warranties, representations or undertakings, whether verbal, written or electronic, apply unless included here. Proceeding with a booking indicates full acceptance of these Terms and Conditions.
41. Contact Us
If you have any questions about these Terms and Conditions, please contact us:
- Email: za@zuri-africa.com
- WhatsApp: +27 84 704 4742