kulula holidays hereinafter referred to as “(the Company”) is a division of Comair Retail Travel Services (Pty)
Ltd, Registration Number 1979/001144/07.
2. Exclusion of Liability, Suppliers' Terms & Risk
The Company acts as an agent/broker in selling the accommodation, tours and travel arrangements featured on
the Company’s website and offers, utilising the products of various suppliers.
While the Company makes every effort to engage quality suppliers among the hotels, tour operators and other
service suppliers to provide the travel products featured, as a third party, it does not have direct control
over the provision of services by suppliers and shall not be liable for any loss, damage, injury, additional
cost, accident, delay, irregularity that may be occasioned by any error or default, act or omission of any
supplier in carrying out any travel arrangement, or otherwise in connection therewith.
The Company accepts no liability for changes, omissions or delays before or during the course of any tour or
other travel arrangement occasioned by technical difficulties, weather conditions, strikes, war or unrest,
flooding or fire, communication breakdowns or events beyond the control of the Company. All expenses
occasioned by such events, including but not limited to, unscheduled extensions or curtailment of
accommodation, changes to scheduled flights, additional air fares, telephone and meal costs, or any other
costs occasioned by any event beyond the control of the Company, will be for the customer’s account.
If in the opinion of the Company the fulfilment of any tour is considered impossible, illegal or inadvisable
because of weather conditions, flooding or fire, unrest, strikes, war and/or any other adverse factors beyond
the Company’ control, the Company may at any time cancel such tour or the remainder thereof or make
alterations to the route, accommodation, price and/or any other aspect thereof as it deems fit in its sole
discretion, and any losses and expenses resulting from such cancellation or alteration shall be for the
account of the customer.
All bookings are subject to the terms and conditions specified by the supplier of the services. The Company
will provide on confirmation of booking or request, the identity of the supplier and such supplier's terms and
conditions, which may include, but are not necessarily limited to, provisions regarding the cancellation fees
or amendment fees applicable to confirmed reservations, refunds/no refunds for no-shows/unused services; late
booking fees; baggage allowances; confirmation of flights, etc. In the case of airlines, the general
cancellation fee applicable to tickets issued, is 100%; the typical baggage allowance is 20kg; and the
extension of ticket validity and/or name changes is not permitted.
Save in the event of wilful misconduct or gross negligence by the Company, neither the Company nor its holding
or parent company or representatives shall be liable for any loss, injury, death or damages, arising from any
tour/travel package/travel arrangement listed on the website or offerings.
The Company will not be responsible or liable for any charges that appear on a customer's credit card, nor
accept responsibility for having any of these charges reversed or corrected.
The Company will not be liable to the customer/s for any indirect, consequential or special loss arising out
of, or in connection with any tour/travel package/ travel arrangement/ booking with the Company howsoever
caused or arising (including, without limitation, breach of contract, negligence or otherwise, any loss of
profit, revenue, goodwill, reputation, anticipated savings or business).
The customer hereby indemnifies and keeps indemnified the Company, its directors, offices and employees
against and from any and all liabilities, damages, losses, expenses, costs (including legal costs) demands and
claims of any nature whatsoever, arising out of or in connection with or as a consequence of the bookings made
by the customer for any tour/travel package/ travel arrangement.
5. Payment and Penalty Fees
The Company will accept payment for all land arrangements, by credit card or cleared EFT only, no Travel Bank
will be accepted as a form of payment. Booking paid via EFT is not guaranteed until such time as the funds
reflect in the Company’s bank account. Customers risk price increases or loss of availability until full
payment has been received. In the event that the Company has to swipe a credit card manually, a signed and
validated Credit Card Charge Form (CCCF) is the only recognised form of payment. A copy of the front & back of
the card is also required. For foreign cards, additional information may be required.
The Company reserves the right to charge a booking fee and/or a handling fee for the processing of credit
cards which will be included in the total tour price.
In the event of any reservation being completed less than 30 days prior to departure, the Company shall be
entitled to levy a late reservation fee on top of the advertised price. The total price is due immediately on
confirmation of booking and is non-refundable.
In the event of the customers cancelling their reservation for any reason, such cancellation must be made in
writing and in such instances, cancellation charges will apply. Unless otherwise specified, cancellation
penalties for international bookings are generally charged according to the following scale.
- Cancelled outside 8 weeks prior to departure – forfeiture of deposit paid
Cancelled within 8 weeks but outside 6 weeks prior to departure – 25% of total package price will be
Cancelled within 6 weeks but outside 4 weeks prior to departure – 50% of total package price will be
Cancelled within 4 weeks but outside 2 weeks prior to departure – 75% of total package price will be
Cancelled within 2 weeks prior to departure – 100% of total package price will be forfeited
Domestic and regional game lodges and hotels - Each establishment has its own cancellation policy. The
general rule however for cancellations prior to the arrival date is:
- Cancellations less than 7 to 14 days forfeit the full payment.
- Cancellations 14 to 28 days forfeit 50% of the full payment.
Domestic packages other than for game lodges - cancellation penalties will be 100% of the tour package
total, unless otherwise specified. Under certain circumstances, should it be acceptable to suppliers,
amendments in travel dates may be permitted, provided these are made within three months of the original
travel date, subject to availability.
Amendment/change fees will be charged on any changes made by a customer once a booking has been paid in full.
Administration charges will be levied on all documentation/vouchers submitted for re-issue or refund.
No refunds will be made for no-shows, or for any unused services irrespective of whether they form part of the
basic inclusive tour price, or whether they are in respect of pre-booked optional arrangements.
Should parties elect to check out early from the hotel for whatever reason (eg. early departure due to family
crisis, change of hotel, unhappy experience) the onus is on the customer to state his circumstances /
grievances to the general manager of the hotel prior to check out. Only the general manager has the ability to
provide a refund to the customer for just cause. The Company will not be held liable for the payment of any
refund as a result of an early check out. This agreement for a refund must be in writing.
7. Special Requests
Any special requests must be made at the time of booking, including but not limited to specific room categories,
smoking or non-smoking rooms, interleading or adjoining rooms, specific floors within a hotel, etc. The Company
will endeavour to comply with the special requests, which will be for the cost of the traveller, but cannot
guarantee that such requests will be honoured by the suppliers . All requests are subject to availability and
ability of the supplier to comply, at time of check in with the relevant supplier. The supplier reserves the right
to honour or decline any special request based on operational requirements. The Company will accept no liability
in the event of non-delivery of said special requests.
8. Travel Documents, Passports, Visas, Vaccinations, Inoculations and Re-entry Permits and International Driver’s
All travellers will be personally responsible for ensuring that they are in the possession of the correct
documentation prior to their departure.
Neither the Company nor the supplier shall be responsible for any consequences whatsoever should the traveller
fail to ensure that he/she has complied with the necessary travel, health, passport, visa or re-entry permit
requirements. Due to the constantly changing requirements of each country, neither the Company nor the
supplier shall be responsible or liable for any information, which it or its representative may furnish to the
customer in relation to the above. Generally, passports must be valid for a minimum of 6 months beyond the end
of the travel period, and must have a minimum of four blank pages. Customers will be denied boarding in the
event of any damage to a passport, including but not limited to missing pages, torn corners of pages, smudging
or defacing of any information therein.
Should the Company be required to courier documents, any costs incurred will be for the customer’s account.
If customers intend to drive a rental car, they should obtain an international driving permit from their local
AA office in South Africa prior to their travels. The customer must also be in possession of his/her local
driving licence and produce this at the car rental check-in counter when traveling domestically. When driving
across borders, the customer must have all the necessary legal car papers on hand.
Adults travelling with children under 18 years - as of 01 June 2015, all persons under the age of 18 years
arriving, transiting or departing from South Africa are required to produce an unabridged birth certificate
indicating the biological parents of the minor. In the case where only one parent is travelling with the
child/ren, consent from the other parent in the form of an affidavit, is required. Alternatively, a court
order granting full parental rights and responsibilities to the person travelling with the minor, or a death
certificate of the other biological parent, must be produced. Airlines will be forced to refuse travel to
families not in possession of these documents.