Booking, Payment & Cancellation Policy
We understand that travel plans can change. Our booking and cancellation policy is designed to provide clear and fair terms for our guests while protecting accommodation that has been reserved and removed from general availability.
1. Booking Confirmation & Payment
A reservation is only confirmed once the required payment has been received by River House Lodge and written confirmation has been issued.
Bookings made more than 30 days before arrival
- A 50% deposit of the total booking value is required to confirm the reservation.
- The remaining 50% balance is payable 30 days before arrival.
Bookings made 30 days or less before arrival
- 100% payment is required to confirm the reservation.
Until the required payment has been received, accommodation is not considered confirmed, and River House Lodge reserves the right to release it for resale.
Failure to settle the outstanding balance by the required date may result in the reservation being cancelled and the accommodation released, subject to the applicable cancellation terms.
2. Cancellation Policy
All cancellations must be submitted to River House Lodge in writing.
Cancellation periods are calculated from the scheduled date of arrival, and cancellation charges are calculated as a percentage of the total value of the accommodation being cancelled.
A. Single-Room Booking
| Notice before arrival | Cancellation charge |
|---|---|
| 60 days or more | No charge, full refund |
| 31 to 59 days | 25% |
| 15 to 30 days | 50% |
| 8 to 14 days | 75% |
| 0 to 7 days | 100% |
| No-show | 100% |
B. Multiple-Room Booking
| Notice before arrival | Cancellation charge |
|---|---|
| 90 days or more | No charge, full refund |
| 61 to 89 days | 25% |
| 31 to 60 days | 50% |
| 15 to 30 days | 75% |
| 0 to 14 days | 100% |
| No-show | 100% |
C. Group Booking
| Notice before arrival | Cancellation charge |
|---|---|
| 120 days or more | No charge, full refund |
| 91 to 119 days | 25% |
| 61 to 90 days | 50% |
| 31 to 60 days | 75% |
| 0 to 30 days | 100% |
| No-show | 100% |
The longer cancellation periods applicable to multiple-room and group bookings reflect the greater amount of accommodation being held and removed from availability for other guests.
3. Partial Cancellations
A reduction in the number of rooms or nights of a confirmed reservation will be treated as a partial cancellation.
The applicable cancellation charge will ordinarily apply to the value of the rooms or nights being cancelled.
Where a reduction changes the booking from one category to another, River House Lodge may consider the original booking size and the date on which the reduction was received when determining the applicable cancellation terms.
4. Changes of Travel Dates
Requests to move a confirmed reservation to alternative dates will be considered subject to availability and are not automatically guaranteed.
Where a date change is accepted:
- The rate applicable to the new travel dates will apply;
- Seasonal or peak-period differences may apply;
- Minimum-stay requirements may apply; and
- Any non-refundable costs already incurred may remain payable.
A postponement or date change does not automatically create an entitlement to a refund.
5. Early Departures & No-Shows
Where a guest chooses to depart before the confirmed departure date, unused nights will ordinarily be treated as a late cancellation and will therefore be non-refundable, subject to applicable law and the circumstances concerned.
A no-show will attract a cancellation charge of 100% of the booking value.
6. Peak Periods, Special Offers & Events
Special offers, promotional rates, festive-season bookings, public holidays, high-demand periods, events, functions and exclusive-use bookings may carry specific payment and cancellation conditions.
Where different terms apply, these will be communicated to the guest before the booking is confirmed and will take precedence over the standard terms contained in this policy.
7. Game Drives, Transfers & Third-Party Services
Game drives, transfers, tours, activities or other services arranged on behalf of guests may be provided by third parties and may carry their own cancellation terms.
Where River House Lodge has already incurred a reasonable, non-refundable third-party cost on behalf of a guest, this may be taken into account when determining any refund due.
8. Travel Insurance
Travel insurance is strongly recommended.
River House Lodge strongly encourages guests to obtain comprehensive travel insurance from the time their booking is confirmed.
Unexpected events such as illness, injury, family emergencies, flight cancellations, transport disruptions or other unforeseen circumstances can result in travel plans having to be changed or cancelled.
Guests should ensure that their policy provides suitable cover for circumstances such as:
- trip cancellation or curtailment;
- illness and medical emergencies;
- hospitalisation;
- travel delays or missed connections;
- transport disruption; and
- lost or delayed luggage.
Travel insurance provides important protection against financial loss where circumstances outside the guest's control affect their ability to travel.
9. Consumer Protection Act
This policy is intended to operate in accordance with the Consumer Protection Act 68 of 2008, including Section 17 relating to advance reservations and cancellations.
The CPA permits a supplier to require a reasonable deposit and impose a reasonable cancellation charge. In determining what is reasonable, consideration may be given to the nature of the booking, the notice provided, the ability to resell the accommodation and general industry practice.
River House Lodge will therefore apply this policy reasonably and in accordance with applicable South African law.
Where the CPA or other applicable legislation provides a consumer with a right that cannot legally be excluded, that right will prevail.
In accordance with Section 17(5) of the CPA, no cancellation fee may be imposed where the reservation cannot be honoured because of the death or hospitalisation of the person for whom, or for whose benefit, the reservation was made. Appropriate supporting documentation may be requested.
10. Refunds
Where a cancellation results in a refund being due, the amount refundable will be calculated after applying the relevant cancellation charge above.
Payment of a reservation in full does not automatically make the entire payment non-refundable.
Any refund due remains subject to the applicable cancellation period, the circumstances of the cancellation and applicable South African law.
Reasonable banking or payment-processing costs actually incurred in making a refund may be deducted where legally permissible.
11. Acceptance of Terms
Payment of the required deposit or full booking amount constitutes acceptance of the booking, payment and cancellation terms applicable to the reservation.
Guests are encouraged to read this policy carefully and to contact River House Lodge should they require clarification before confirming their booking.
River House Lodge
Malelane, Mpumalanga, South Africa
Crocodile River | Greater Kruger Gateway
riverhouselodge.co.za