We want your booking experience to feel fair and low-risk. The policy below balances guest flexibility with the real operational costs we carry the moment a booking is placed — Ukutula reserves your slot, handlers and vehicles are scheduled, and third-party seats are held in your name.

1. Free cancellation window (48 hours)

You may cancel or reschedule free of charge up to 48 hours before your scheduled start time. In this window you may choose either a full refund or a free reschedule to any available date within 6 months, subject to availability.

2. Late cancellations (inside 48 hours)

Inside 48 hours of your start time, your slot has already been confirmed with Ukutula and our transport partners, and the seats can rarely be resold. The following charges apply:

24–48 hours before: 50% of the booking value is retained; the remaining 50% is refunded, or the full amount can be moved to a rescheduled date within 6 months (one free reschedule).
Less than 24 hours before: non-refundable. A one-time reschedule may be offered at our discretion, subject to availability and a possible re-booking fee to cover Ukutula's slot-hold and transport re-allocation costs.
No-shows: non-refundable and non-reschedulable.

3. Deposits, booking fees and payment processing

Where a deposit or booking fee has been paid to hold your slot, that portion is non-refundable outside of the 48-hour free window, as it covers Ukutula's reservation fee and our administration cost. Payment gateway fees (where applicable) are also non-refundable, as they are charged to us by the processor even on refunded transactions.

4. Reschedule credit (guest-friendly alternative)

Instead of forfeiting funds on a late cancellation, we will always try to convert your booking into a reschedule credit valid for 6 months. This credit is transferable to a friend or family member, and can be applied to any Ukutula experience or add-on safari of equal or greater value (you top up the difference). This is almost always a better outcome than a partial refund and we will actively offer it first.

5. Weather & wildlife

Wildlife sightings and weather are not grounds for a refund — Ukutula experiences run rain or shine and animal behaviour is never guaranteed. If we cancel an experience for operational or safety reasons, you receive a full refund or a free reschedule at your choice.

6. Transport cancellations

Transport follows the same schedule as the tour it is booked with. If we cancel a transfer for operational reasons (vehicle breakdown, road closure, unsafe conditions), we will provide a replacement transfer or a full refund of the transport portion.

7. Group bookings (8+ guests) & private charters

Group and private-charter bookings carry larger holding costs. For these, the free-cancellation window is 7 days before departure. Inside 7 days, 50% is retained; inside 72 hours, 100% is retained. A reschedule credit (Section 4) is always offered first.

8. How to cancel or reschedule

Email lionwalksafari@gmail.com or message us on WhatsApp with your booking reference. Cancellation and reschedule times are measured from when we receive your written request, not when it is sent. Requests are processed within one business day.

9. Refund processing time

Approved refunds are processed back to the original payment method within 5–10 business days. International cards may take longer depending on the issuing bank.

By completing a booking you confirm that you have read and accepted this policy.

Cancellation & Refund Policy