Overview

Our refund policy is valid for 30 days from the date of purchase. If more than 30 days have passed since your booking or payment, we may not be able to offer a full refund or reschedule.

To be eligible for a refund, cancellations must comply with our cancellation policy and must not be due to last-minute or no-show scenarios. Refunds are not applicable for completed services, promotional bookings, or instances where our service was delivered as scheduled.

The following are non-refundable under our policy:

• Custom or private routes specifically arranged per client request
• Bookings cancelled outside the allowable refund window
• No-shows or late arrivals resulting in missed transfers
• Services booked under special promotions or discounted rates
• Deposits or advance payments marked as non-refundable
• Administrative or processing fees
• Custom or private routes specifically arranged per client request

Proof of Purchase & Partial Refunds

To process any refund request, we require a valid receipt or proof of booking (such as a booking reference number or payment confirmation). Please do not send any physical documents or correspondence to third parties or vehicle providers, as all refund requests must be handled directly through our office.

• Partial refunds may be granted in certain situations, such as:
• Booking errors reported promptly and verified by our team
• Cancellations made close to the pickup time but within an acceptable window
• Services partially delivered due to unforeseen circumstances (e.g., weather or traffic disruptions)
• Adjustments based on changes to the original booking (e.g., reduced travel distance or shorter wait time)

Refund Processing

Once your refund request is reviewed, we will notify you via email to confirm receipt and inform you of the outcome. If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within a few business days, depending on your bank or payment provider.

Late or missing refunds

If you haven’t received your refund, please start by checking your bank account again. Then contact your credit card provider, as it may take some time before the refund is officially posted. Next, reach out to your bank—processing times can vary.
If you’ve completed all these steps and still haven’t received your refund, please contact us at travel@wheretosa.co.za, and we’ll be happy to assist further.

Discounted Bookings

Only bookings made at regular rates are eligible for a refund. Bookings made using promotional discounts, special offers, or sale rates are non-refundable.

Service Concerns & Resolutions

If you experience any issues with our service—such as delays, vehicle condition concerns, or driver-related matters—please contact us promptly at travel@wheretosa.co.za. We’re committed to resolving service-related problems swiftly. For complaints requiring follow-up, you may be asked to provide booking details or supporting information..

Gifted Bookings

If a booking was purchased as a gift and paid for directly to the recipient, any approved refund will be issued as a credit voucher redeemable for future bookings. If the booking was purchased by someone else (the gift giver), the refund will be issued to the original payer. Please note, in this case, the gift giver will be notified of the refund.

Refund or Cancellations

To request a refund or cancel your booking, please contact us at travel@wheretosa.co.za with your booking reference and details. Any documentation or proof of payment you can provide will help us process your request faster. Please note, you will be responsible for any applicable cancellation fees as outlined in our policy. Refunds will be processed after confirmation and may take several business days to appear in your account.

Need help?

Contact us at travel@wheretosa.co.za for questions related to refunds and returns.