Refund policy

GoCape Tours

REFUND, CANCELLATION AND RESCHEDULING POLICY

Effective Date: 11 November 2026
Last Updated: 11 November 2026

1. INTRODUCTION

At GoCape Tours, we want every guest to enjoy a memorable experience discovering Cape Town's food, fashion, culture and local attractions.

We understand that travel plans can sometimes change. This Refund, Cancellation and Rescheduling Policy explains the conditions under which customers may cancel bookings, request refunds, reschedule tours or receive refunds when GoCape Tours is unable to provide a booked experience.

This policy applies to all tours and experiences offered by GoCape Tours, including:

  • Food market and culinary tours.

  • African food and cultural experiences.

  • Fashion, designer and creative tours.

  • City exploration and sightseeing experiences.

  • Private and customised tours.

  • Any other guided experience offered by GoCape Tours.

By completing a booking with GoCape Tours, customers acknowledge that they have read and accepted this policy, subject to their rights under applicable South African consumer protection legislation.

2. CUSTOMER CANCELLATION POLICY – 48-HOUR NOTICE

GoCape Tours allows customers to cancel confirmed bookings up to 48 hours before the scheduled starting time of their tour and qualify for a full refund.

To qualify for a refund, the cancellation request must be received by GoCape Tours at least 48 hours before the scheduled tour departure time.

For example:

  • If your tour is scheduled for Saturday at 10:00 AM, you must submit your cancellation request no later than Thursday at 10:00 AM.

  • If your tour is scheduled for Monday at 2:00 PM, you must submit your cancellation request no later than Saturday at 2:00 PM.

Cancellations received within the required 48-hour notice period will qualify for a full refund of the amount paid for the cancelled booking, subject to applicable statutory rights and any legally permissible exceptions.

No cancellation or administration fee will be charged for cancellations made within the permitted 48-hour period.

3. CANCELLATIONS MADE LESS THAN 48 HOURS BEFORE THE TOUR

Cancellations made less than 48 hours before the scheduled tour starting time are non-refundable.

Once the 48-hour cancellation deadline has passed, customers will generally no longer qualify for a refund if they choose to cancel their reservation.

This includes:

  • Cancellations made 24 hours before the tour.

  • Cancellations made on the day of the tour.

  • Last-minute cancellations.

  • Failure to attend a confirmed tour.

  • Cancellation due to a change in personal travel plans.

  • Cancellation due to missing transportation or other personal scheduling difficulties.

GoCape Tours reserves the right to retain the full amount paid for bookings cancelled within this restricted period, subject to applicable South African consumer protection laws and any legally recognised exceptions.

This policy is necessary because tour arrangements, guide availability, scheduling and other operational commitments are made in advance based on confirmed reservations.

4. NO-SHOW POLICY

A no-show occurs when a customer fails to arrive at the designated meeting point at the scheduled time without providing prior notice or arranging an alternative with GoCape Tours.

Customers who fail to attend their booked tour will generally not qualify for a refund.

The following circumstances may be treated as a no-show:

  • Arriving after the tour has departed.

  • Failing to attend the experience.

  • Being unable to locate the meeting point despite the information provided.

  • Failing to communicate a delay before the scheduled departure.

  • Leaving the tour before completion for personal reasons.

GoCape Tours will make reasonable efforts to assist customers where possible. However, tours operate according to scheduled departure times, and late arrivals cannot be guaranteed participation.

No-show bookings are generally non-refundable, subject to applicable law.

5. HOW TO REQUEST A CANCELLATION

All cancellation requests must be submitted directly to GoCape Tours through an official communication channel.

Customers may request a cancellation using:

  • Email: [Insert Official Email Address]

  • WhatsApp: [Insert Business WhatsApp Number]

  • Website: [Insert Website Contact Page]

To help us process your request, please provide:

  • Full name used for the reservation.

  • Booking reference number.

  • Name of the booked tour.

  • Scheduled tour date and starting time.

  • Reason for cancellation, where applicable.

The cancellation request will be considered received when it reaches an official GoCape Tours communication channel.

Customers are encouraged to request written confirmation that their cancellation has been received and processed.

6. REFUND PROCESSING AND PAYMENT METHODS

Where a cancellation qualifies for a refund, GoCape Tours will process the refund using the original payment method wherever reasonably possible.

Refunds may be processed through the relevant payment gateway or payment service provider.

The following conditions apply:

  1. Refunds will only be initiated after the cancellation has been reviewed and approved.

  2. Refunds will generally be issued to the original payment method used when making the reservation.

  3. GoCape Tours will initiate approved refunds within 5–10 business days, where reasonably possible.

  4. The time required for the funds to reflect in the customer's account may depend on the customer's bank or payment provider.

  5. International transactions may take additional time depending on the financial institution involved.

GoCape Tours is not responsible for delays caused by banks or external payment processors after a refund has been properly initiated.

Customers will be notified where additional information is required to complete a refund.

7. RESCHEDULING AND CHANGES TO BOOKINGS

Customers who are unable to attend their original tour date may request to reschedule their booking.

Rescheduling requests must be submitted at least 48 hours before the scheduled tour starting time.

All rescheduling requests are subject to availability and operational arrangements.

GoCape Tours will make reasonable efforts to accommodate requests for alternative dates or times.

Please note:

  • Rescheduling is not automatically guaranteed.

  • Alternative dates must have available tour spaces.

  • Certain experiences may have limited availability due to venue or third-party arrangements.

  • Any additional costs associated with an agreed change will be communicated before confirmation.

Once a rescheduling request has been approved, the revised booking details will be communicated to the customer.

Where GoCape Tours cannot accommodate a rescheduling request, the original cancellation policy will apply.

8. BOOKINGS MADE LESS THAN 48 HOURS BEFORE THE TOUR

GoCape Tours may accept bookings made less than 48 hours before a scheduled tour, subject to availability.

Because these reservations are made within the restricted cancellation period, customers should carefully review their availability before completing payment.

Once such a booking has been confirmed, customer-initiated cancellations will generally be non-refundable.

Any statutory cancellation rights that apply under South African law will remain unaffected.

9. CANCELLATIONS BY GOCAPE TOURS

Although GoCape Tours makes every reasonable effort to operate scheduled experiences, circumstances may occasionally require a tour to be cancelled or rescheduled.

Reasons may include:

  • Severe weather conditions.

  • Safety or security concerns.

  • Unexpected operational difficulties.

  • Unavailability of essential venues or service providers.

  • Insufficient participation where a minimum group size was disclosed.

  • Government restrictions or other circumstances beyond reasonable control.

Where GoCape Tours cancels a confirmed tour and cannot provide a suitable alternative, affected customers will be offered a full refund of the amount paid for the affected booking or another appropriate remedy as required by applicable law.

Customers will not be charged cancellation fees when GoCape Tours cancels a tour.

10. WEATHER CONDITIONS AND UNFORESEEN CIRCUMSTANCES

Some GoCape Tours experiences involve outdoor activities, walking tours, food markets and visits to public destinations.

Where weather conditions or other unforeseen circumstances make a tour unsafe or impractical, GoCape Tours may adjust the itinerary, reschedule the experience or cancel the tour.

Where a cancellation is initiated by GoCape Tours and no suitable alternative is provided, customers will be offered an appropriate refund in accordance with applicable law.

Where the tour can reasonably proceed with minor itinerary adjustments, GoCape Tours may make such adjustments while maintaining the general nature and purpose of the booked experience.

11. PARTIALLY COMPLETED TOURS

Once a tour has commenced, customers who voluntarily choose to leave or discontinue participation for personal reasons will generally not qualify for a full or partial refund.

Examples include:

  • Choosing to leave the tour early.

  • Deciding not to participate in certain activities.

  • Changing personal plans during the experience.

  • Choosing not to visit particular destinations included in the itinerary.

However, where GoCape Tours is unable to deliver a material part of the booked experience, any applicable refund or other remedy will be considered in accordance with the circumstances and applicable consumer protection legislation.

12. DEATH, HOSPITALISATION AND EXCEPTIONAL CIRCUMSTANCES

GoCape Tours recognises that exceptional circumstances may prevent customers from attending a confirmed reservation.

In circumstances involving death or hospitalisation, customers may be entitled to cancel an advance booking without a cancellation charge in accordance with section 17 of the Consumer Protection Act 68 of 2008.

GoCape Tours may request reasonable supporting documentation to assess such requests.

Other exceptional circumstances will be considered individually, taking into account the nature of the circumstances, the booking arrangements and applicable South African law.

13. THIRD-PARTY COSTS AND SPECIAL ARRANGEMENTS

Certain GoCape Tours experiences may involve independent restaurants, food vendors, designers, boutiques, venues or other third-party service providers.

Where a particular tour includes advance arrangements or costs involving third parties, these will be communicated to customers where relevant.

Any cancellation charges or special conditions associated with such arrangements must be disclosed before the booking is confirmed and will remain subject to applicable consumer protection legislation.

GoCape Tours will not impose undisclosed or unlawful cancellation charges.

14. REFUNDS FOR DUPLICATE OR INCORRECT PAYMENTS

If a customer believes that they have been charged more than once for the same reservation or that an incorrect amount has been processed, they should contact GoCape Tours immediately.

The customer should provide:

  • Booking reference number.

  • Payment confirmation.

  • Transaction reference, where available.

  • Description of the payment issue.

GoCape Tours will investigate the matter and arrange an appropriate correction or refund where a duplicate or incorrect payment is confirmed.

15. CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing their booking details before completing payment.

This includes confirming:

  • The correct tour has been selected.

  • The correct date has been selected.

  • The starting time is correct.

  • The number of participants is accurate.

  • The contact information supplied is correct.

  • They are able to attend the scheduled experience.

GoCape Tours will not automatically issue refunds for incorrect bookings or customer errors where the cancellation falls outside the permitted cancellation period.

Any requests for corrections or changes will be considered subject to availability and applicable law.

16. CONSUMER PROTECTION AND APPLICABLE LAW

This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008.

GoCape Tours aims to apply its cancellation and refund conditions fairly, transparently and consistently with applicable consumer protection requirements.

Nothing in this policy is intended to exclude, restrict or override any rights that customers may have under applicable South African legislation.

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

17. CONTACT INFORMATION

For cancellation requests, refund enquiries, rescheduling requests or assistance with an existing reservation, customers may contact GoCape Tours using the details below.

Business Name: GoCape Tours
Email: info@gocapetours.site

GoCape Tours aims to respond to all cancellation and refund enquiries as promptly as reasonably possible.

OUR CANCELLATION POLICY AT A GLANCE

  • 48 hours or more before your tour: Full refund available.

  • Less than 48 hours before your tour: Generally non-refundable.

  • On the day of your tour: Non-refundable for customer-initiated cancellations, subject to statutory rights.

  • No-shows: Generally non-refundable.

  • Rescheduling: Requests must be submitted at least 48 hours in advance and are subject to availability.

  • Tour cancelled by GoCape Tours: Full refund or another appropriate remedy where no suitable alternative is provided, subject to applicable law.

Thank you for choosing GoCape Tours. We appreciate your understanding and look forward to helping you discover the food, fashion, culture and unforgettable experiences of Cape Town.

End of Refund, Cancellation and Rescheduling Policy.