Booking & travel information
Terms, Booking & Cancellation Policies
Everything you need to know before you book — clear guidance on reservations, payments, cancellations, and traveller responsibilities.
Booking policy
How bookings are confirmed, priced, and supported.
1. Making a booking
A booking request can be started through our website, email, WhatsApp, or another approved sales channel. Confirmation requires written acceptance and receipt of the required payment.
Special requests — such as room type, dietary needs, accessibility support, or pickup timing — are handled as requests until confirmed in writing by us or the relevant supplier.
Late bookings may require payment in full at the time of request, and availability cannot be guaranteed until confirmation is issued.
2. Prices, currencies, and channel offers
Displayed prices may vary by travel date, season, supplier availability, active offers, or exchange rate conditions at the time of quoting. Rate adjustments may occur before a booking is confirmed if fuel levies, airport taxes, or currency movements materially affect supplier costs.
The final amount confirmed to you in writing is the amount payable for the confirmed service scope. Any promotions or channel-specific discounts are only valid for the period and channel stated.
3. Payments and due dates
Some services require a deposit to secure the booking; others require full prepayment. Where a balance is due at a later date, that due date will be stated in your booking confirmation in writing.
If payment is not received by the agreed due date, we reserve the right to release the space or cancel the booking. Payment processing fees charged by third-party platforms fall outside our control unless specified in your quotation.
4. Changes after confirmation
Reasonable itinerary adjustments can be accommodated where suppliers still allow them. You will bear any extra supplier charges or administration fees resulting from amendments made after confirmation.
If a supplier or route condition forces a change on our side, we may substitute a comparable service level and will notify you as early as practical. Where a suitable alternative cannot be arranged, we will advise you of your options.
5. Supplier services and local operations
We package and coordinate services delivered by various third-party providers including accommodation, transport, and activity operators. While we select partners carefully, we do not directly operate all underlying services.
Operational timing can be affected by weather, national park rules, road conditions, border queues, or supplier readiness. We commit to communicating material changes as promptly as possible.
6. Traveller responsibilities
You are responsible for ensuring that all passports, visas, travel insurance, and health documentation are valid and in order before departure. We are not liable for costs arising from missing or invalid documentation.
You must disclose relevant medical, mobility, or dietary needs early enough for operational planning. Behaviour that endangers the wellbeing of other guests or staff, or that violates destination or supplier rules, may result in service refusal without refund.
7. Our responsibilities
We act as the organiser and coordinator of your travel arrangements. Our liability is limited where failures arise from third-party suppliers or from events outside our reasonable control.
Refunds for unused portions of a trip may not be available unless the underlying supplier authorises one. We will always advocate on your behalf when supplier recovery is possible.
8. Post-confirmation amendments
One complimentary set of itinerary amendments may be allowed following confirmation. Additional changes can attract administration costs as well as any supplier or carrier charges created by the amendment.
Cancellation & refunds
How cancellations, no-shows, and refunds are handled.
9. Activity and tour cancellations
For activities, day tours, and transfer services, a cancellation made at least 24 hours before the scheduled service time is eligible for a 100% refund of the amount paid for that service.
The 24-hour window is calculated from the confirmed local service start time shown in your booking confirmation or itinerary. Cancellations received after this window will not be refunded.
10. Accommodation cancellations
Where accommodation is cancelled at least 24 hours before the confirmed check-in time, the full amount paid is refundable unless the supplier had stricter terms documented before your booking was confirmed.
Cancellations received less than 24 hours before check-in will be eligible for a 50% refund of the accommodation amount paid. Supplier-specific cancellation windows will always be shared with you at the time of quotation.
11. No-shows and missed services
No-shows — where you do not arrive at the confirmed time or location without prior cancellation notice — are not eligible for refund. This is because suppliers, guides, vehicles, rooms, and activity slots will already have been secured and paid for on your behalf.
This policy also applies to late arrivals that cause a missed service, missed flights resulting in unused ground arrangements, and border or transit delays where no prior notice was given.
12. Accommodation substitutions
If a booked property becomes unavailable due to circumstances beyond our control, we will use reasonable efforts to secure a comparable alternative at no additional cost to you.
If you do not accept the alternative offered, any refund will depend on the supplier recovery amounts and timing available to us at that stage.
13. Force majeure and uncontrollable events
Events outside our reasonable control — including severe weather, public health restrictions, government-imposed travel bans, national park closures, or political instability — may affect your ability to travel or our ability to deliver confirmed services.
In such cases, refunds and credits depend on what suppliers, carriers, and authorities actually release back to us. We will always act in your best interest when pursuing recoveries, but cannot guarantee full refunds where suppliers have retained funds under their own force majeure terms.
14. Refund processing timelines
Approved refunds are processed within 21 business days of the approved cancellation date. Refunds are returned to the original payment method used at booking where operationally feasible.
Processing times may be longer where third-party payment platforms or international banking transfers are involved. We will keep you informed of any delays.
General terms
Additional conditions that apply to all bookings.
15. Smoking and conduct
Smoking is not permitted inside company-operated or partner vehicles. Designated stops will be arranged where practical. Accommodation smoking policies are governed by each supplier and will be communicated at booking.
16. Waiver of responsibility for adventure activities
Some activities — including white-water rafting, bungee jumping, and wildlife encounters — carry inherent risk. Participants may be required to sign a supplier waiver confirming they understand the risks involved and agree to participate responsibly.
17. Website accuracy disclaimer
We make every reasonable effort to keep pricing, availability, and itinerary information on this website accurate and up to date. Occasional errors or omissions may occur and do not constitute a binding offer. Always confirm current details with us directly before booking.
18. Complaints and support
If an issue arises during your travel, please report it to us as early as possible so we have a fair opportunity to resolve it while the trip is in progress. Post-travel complaints should be submitted with your booking reference and relevant supporting detail within 28 days of service completion.
Contact us at sikhulu@guidedexperience.co.zw or through the contact page.
19. Governing expectations and jurisdiction
By confirming a booking, you accept the applicable commercial terms, supplier rules, and travel conditions that apply to your itinerary. These terms are governed by and interpreted in accordance with the laws of Zimbabwe, alongside applicable consumer protection rights.