Cancellation & Refund Policy

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. Payment processing

New online bookings are confirmed by full payment. Payment gateway fees (where applicable) are non-refundable outside the 48-hour free window, as they are charged to us by the processor even when a transaction is later refunded. Additional balances created by an approved booking change are handled separately and do not alter the amount already received.

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 Email us 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.