Cancellation Policy

Last updated: September 2026

We understand that travel plans sometimes change.

Our cancellation policy is designed to be fair to our guests while recognising that Quiver Travel commits time, transport, guides and bookings with third-party suppliers in advance.

1. Your Right to Cancel

You may cancel an advance booking subject to the cancellation terms below and any mandatory rights provided by South African law.

Cancellation charges are intended to be reasonable and take into account factors including:

• how much notice we receive;

• whether third-party suppliers have already been paid;

• whether those amounts are refundable;

• the likelihood of reselling the booking; and

• the nature of the experience.

2. Our Standard Cancellation Policy

Unless a different cancellation policy is stated clearly on the relevant tour page or booking confirmation:

More than 14 days before departure

Full refund of amounts paid, less any genuinely non-refundable third-party costs already incurred on your behalf.

7–14 days before departure

75% refund of amounts paid.

48 hours–6 days before departure

50% refund of amounts paid.

Less than 48 hours before departure

Generally no refund will be payable.

However, we will consider the circumstances and any recoverable third-party costs on a case-by-case basis.

This policy does not override any mandatory consumer rights.

3. Non-Refundable Third-Party Costs

Certain experiences involve advance payments to third parties such as wineries, restaurants, attractions, transport providers or other tourism businesses.

Where a third party has imposed a legitimate non-refundable charge, that amount may be deducted from any refund, provided the charge is reasonable and properly disclosed.

4. Cancellation by Quiver

If Quiver cancels an experience and cannot provide a suitable alternative, you will receive a refund of amounts paid to Quiver for the cancelled service.

Where possible, we will first offer you the opportunity to transfer your booking to another suitable date.

We will not ordinarily be responsible for consequential or indirect losses such as:

• flights;

• accommodation;

• travel insurance premiums;

• visa costs;

• onward travel; or

• other arrangements made independently of Quiver.

Nothing in this section excludes any liability that cannot lawfully be excluded.

5. Weather and Safety

South Africa's weather can be unpredictable.

For safety reasons, we may need to alter or cancel an itinerary because of severe weather, dangerous road conditions, wildfire, extreme heat, marine conditions, government restrictions, conservation requirements or other circumstances outside our reasonable control.

Where an experience cannot safely proceed, we will endeavour to offer:

1. an alternative itinerary;

2. an alternative date; or

3. a refund where appropriate.

6. Arriving Late or Missing a Tour

Tours generally operate to a planned schedule.

If you arrive late or do not arrive at the agreed meeting point, the tour may need to depart without you.

In these circumstances, the booking may be treated as a late cancellation and may not be refundable.

If you know that you are going to be delayed, please contact us immediately.

7. Changes to Your Booking

Where possible, we will try to accommodate requests to change:

• the date;

• number of guests;

• meeting arrangements; or

• other booking details.

Changes may be subject to availability and additional third-party costs.

8. Medical or Personal Emergencies

We understand that genuine emergencies happen.

If you need to cancel because of serious illness, injury, bereavement or another significant unforeseen circumstance, please contact us as soon as possible.

We will consider the circumstances fairly and may, where practical, offer a partial refund, credit or alternative date.

We recommend that all travellers have appropriate travel insurance covering cancellation, medical expenses and travel interruption.

9. Direct Marketing and Electronic Transactions

Where a consumer has statutory cancellation rights under applicable legislation, those rights will apply.

ECTA provides a seven-day cooling-off right for certain electronic transactions for services, but the Act contains important exclusions, including certain accommodation, catering and leisure services.

Quiver will comply with applicable statutory cancellation rights and will not use this policy to unlawfully restrict them.

10. How to Cancel

Cancellation requests should be sent to:

Email: lindy@quiver.co.za

Please include:

• your name;

• booking reference;

• tour date; and

• reason for cancellation, where relevant.

The date and time on which we receive your cancellation request will be used to determine the applicable cancellation period.

11. Refund Processing

Approved refunds will normally be processed within [7 / 10 / 15] business days after confirmation of the refund.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

Refunds will normally be made using the original payment method.

12. Consumer Rights

Nothing in this Refund Policy is intended to exclude or limit any rights you have under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

South African consumer law requires cancellation charges for advance reservations to be reasonable in the circumstances.

13. Questions

If you are unsure about your cancellation options, please contact us.

We would much rather have a conversation than leave you wondering.

Quiver Travel
lindy@quiver.co.za
+27 72 758 9761