NITO EXPLOR understands that plans can change. This policy explains the cancellation, refund and no-show conditions that apply to confirmed bookings.
1. Customer Cancellations
Customers who need to cancel a confirmed booking should contact NITO EXPLOR as soon as possible.
Cancellation requests should be made using the official NITO EXPLOR contact details provided on this website or through the customer's booking communication.
The time at which NITO EXPLOR receives the cancellation request will be used when determining the applicable cancellation period.
2. Cancellation More Than 48 Hours Before the Visit
Customers who cancel their confirmed booking at least 48 hours before the scheduled visit time will be eligible for a 100% refund of the amount paid for the booking.
The cancellation must be communicated to NITO EXPLOR before the 48-hour period begins.
3. Cancellation Within 48 Hours of the Visit
Customers who cancel their confirmed booking less than 48 hours before the scheduled visit time will generally be eligible for a 50% refund of the amount paid for the booking.
The remaining 50% may be retained to cover operational, administrative and other costs associated with the cancelled booking.
4. No-Show
A no-show occurs when a customer does not arrive for a confirmed booking and has not cancelled or contacted NITO EXPLOR regarding the booking.
The standard position for a no-show is that no refund will be provided.
However, NITO EXPLOR may consider exceptional circumstances at its discretion, as described below.
5. Exceptional or Unforeseeable Circumstances
NITO EXPLOR recognises that circumstances outside a customer's reasonable control may sometimes prevent the customer from attending a booking.
Examples may include serious and unexpected medical emergencies, hospital admission, bereavement or another significant unforeseen event that genuinely prevented attendance.
Where such circumstances occur, NITO EXPLOR may review the situation and may, at its discretion, offer a refund, partial refund, rescheduling or another reasonable arrangement.
Customers may be asked to provide reasonable supporting information where necessary to substantiate an exceptional circumstance.
6. Refund Recipient
Refunds will be made to the same person or account holder who originally made the payment for the booking.
NITO EXPLOR will not ordinarily process a refund to a third party, different person or unrelated bank account.
Where a booking was paid for by another person on behalf of the customer, any approved refund will generally be returned to the original payer or payment account.
7. EFT Refunds
Where the original booking was paid by EFT and a refund is approved, NITO EXPLOR may request the banking information necessary to return the refund to the original payer.
The name of the person receiving the refund may be checked against the person or account holder associated with the original payment.
8. Card Payment Refunds
Where the booking was originally paid by card and a refund is approved, NITO EXPLOR will generally return the applicable refund through the original card payment method or the applicable payment process.
Customers should not provide full card details, PINs, passwords or CVV numbers through ordinary email, WhatsApp, SMS or social media.
9. Refund Amount
Unless an exception is approved by NITO EXPLOR, the refund percentage will be calculated using the amount actually paid for the applicable booking.
Where the customer qualifies for a 100% refund, the full amount paid for the cancelled booking will be refundable.
Where the customer qualifies for a 50% refund, half of the amount paid for the applicable booking will be refundable.
10. Booking Changes
Customers who want to change their booking rather than cancel it should contact NITO EXPLOR as soon as possible.
Requests to change the visit date, number of visitors or selected experience are subject to availability.
A booking change may be treated as a cancellation and new booking where the requested change cannot reasonably be accommodated.
11. Weather, Safety and Park Closures
The cancellation rules above apply primarily to cancellations made by customers.
Where NITO EXPLOR itself needs to delay, modify, suspend or cancel an experience because of weather, animal welfare, safety concerns, emergencies or other operational circumstances, the situation will be handled separately.
Customers should review the Weather & Park Closures Policy for further information.
12. Cancellation Confirmation
Customers should request confirmation that their cancellation has been received by NITO EXPLOR.
A customer should not assume that a cancellation has been processed solely because a message or attempted telephone call was made.
Where possible, NITO EXPLOR will confirm the cancellation and applicable refund arrangement with the customer.
13. Refund Processing
Approved refunds will be processed within a reasonable period after the cancellation or refund decision has been confirmed.
The time taken for the funds to appear in the customer's account may depend on the payment method, financial institution or payment service provider involved.
14. False or Misleading Refund Claims
NITO EXPLOR may request reasonable information when assessing an exceptional circumstance or refund request.
Customers should provide truthful and accurate information when requesting a refund or exceptional consideration.
NITO EXPLOR reserves the right to decline an exceptional refund request where the information provided does not reasonably support the claim.
15. Contact NITO EXPLOR
For cancellation, refund or booking-change enquiries, contact NITO EXPLOR directly.
Phone: 073 067 8577
Email: nitoexplor@gmail.com
Address:
Seaview Farms, N6 Road, Thornvalley,
East London, 5201, South Africa
Operating hours:
Monday – Saturday · 08:00 – 17:00
16. Important Notice
This policy is intended to communicate the general cancellation and refund rules applicable to NITO EXPLOR bookings.
NITO EXPLOR may consider individual circumstances where appropriate, particularly where an unexpected event genuinely prevented a customer from attending.
Customers are encouraged to contact NITO EXPLOR as soon as possible when an unexpected situation affects their booking.