Cancellation & Refund Policy

1. Supplier rules come first

Every flight, hotel rate, tour and cruise carries its own cancellation rules set by the supplier. Those rules are displayed before you pay and are shown again on your booking page. Refundability differs per item — a trip that mixes products may be partly refundable only.

2. How to cancel

• Open the booking in your portal and use Request cancellation, or
• Email tumelom@tenchie-travel.co.za with your booking reference.

We acknowledge every request and confirm the refundable amount before anything is processed with the supplier.

3. Refund amounts

• Fully refundable — the full amount paid is returned.
• Partially refundable — the supplier's penalty is deducted and the balance returned.
• Non-refundable — no refund is due, though taxes may sometimes be recoverable on flights.

4. Failed or unconfirmed bookings

If payment succeeds but the supplier cannot confirm the booking, the payment is refunded in full automatically. You are never charged for travel that was not confirmed.

5. Timelines

Once approved, refunds are released to the original payment method. Card refunds typically reflect within 5–10 business days depending on your bank. Supplier-side refunds (particularly airline tax refunds) can take longer, and we keep you updated in the portal at each status change.

6. Disruptions by the supplier

Where an airline or hotel cancels or materially changes your service, we pursue the supplier's remedy on your behalf at no additional service charge.