Terms And Conditions

These booking terms and conditions apply to bookings you make with our consultants (in-store, by phone or by email) as well as online bookings you make on our websites (the booking terms). The booking terms should be read and understood prior to booking your travel, and will be binding on you as soon as they have been accepted by you and/or we have issued a confirmation invoice to you for the travel which you booked.  Please retain a copy of the booking terms once your booking is placed.

Please take note that we act as booking agents for the various suppliers of the component parts of the holiday which we organise, and as such, bookings for their services will form a direct contract between you and the relevant supplier and will be subject to that respective supplier’s standard terms and conditions.

The General Terms and Conditions can be changed by Enchanted Travel SA (Pty) Ltd  at any time without prior notice, although such changes will not apply to bookings that have already been accepted by Enchanted Travel SA (Pty) Ltd on behalf of the Supplier(s) concerned. It is therefore essential that all Customers read, save and/or print a copy of the General Terms and Conditions at the time the booking is placed, in order to be aware of the provisions in force.

1. Package Price

Prices correct at time of invoicing and are based on current airfares, taxes, hotel rates and the current rate of exchange. Prices are subject to change until full payment is received by Enchanted Travel SA. Enchanted Travel SA reserves the right, without prior notification, to adjust prices in accordance with increases in airfares, air fuel taxes, government and/or airport taxes and in the event of any currency and/or price adjustments, which may become effective up to the date full payment is received by the Enchanted Travel SA.

All prices are quoted in South African Rands. We cannot be held liable for any increase to the quoted price, in the time it takes for payment of the booking to reflect in our account

If your booking is subject to a foreign exchange rate, the exchange rate on the day of the quotation provided to you will apply. Should the exchange rate have increased by the time that payment of your booking reflects our account, such increase will be for your account and payable in addition to the total price quoted. All quotations are subject to availability from third party service providers. Should the product range which you sought no longer be available, another product can be quoted on for you, at an updated price. To confirm your travel arrangement’s you may be required to pay a deposit per person. Deposits may be non-refundable and non-transferable. We will advise you of the amount of the deposit and date for final payment at the time of your booking. Payment by deposit does not secure a price and is subject to the exchange rate of the booking. A price is secured once payment has been made in full by you. Certain airfares and services (including some packaged airfares and services) are booked at especially competitive rates which may require payment in full at the time of booking and may be non-refundable. For all bookings, full payment is required at the time of purchase.

2. Pricing Errors

We may correct any pricing errors on any of our advertising platforms. Whilst we make every effort to ensure the accuracy of the pricing information provided, regrettably errors do occasionally occur. When we become aware of any such error, we will notify you as soon as is reasonably possible. If a booking is already in place, we will offer you the opportunity to keep your booking at the corrected price, or we will cancel your booking or offer you a full refund. We are under no obligation to honour a misquote and may correct the pricing.

3. Responsibility

All tours are booked and arrangements are made on the express condition that Enchanted Travel SA (Pty) Ltd, its directors, members, partners, employees and agents, shall not be responsible for, and shall be exempt from, all liability in respect of loss (financial or otherwise), damage, accident, injury, death, harm, illness, trauma, delay or inconvenience to any Customer (which shall be deemed to include the heirs, executors, administrators or assigns of the Customer whether on the tour or journey or not), to or loss of or damage to their luggage, or other property, wherever, whenever and however the same may occur and whether or not arising from any act, omission, default, or negligence on the part of Enchanted Travel SA (Pty) Ltd whatsoever.

The Customer indemnifies and holds harmless Enchanted Travel SA (Pty) Ltd, its directors, members, partners, its employees and agents accordingly. Enchanted Travel SA (Pty) Ltd, its directors, members, partners, its employees and agents shall furthermore not be liable for any consequential or indirect loss or damages whatsoever, unless section 61 of the Consumer Protection Act applies.

The Company makes every effort to ensure that all arrangements and services connected with your travel arrangements will be carried out as specified in the most efficient and effective way possible. However, being intermediaries we do not have direct control over the provision of services by suppliers and, whilst they are in all cases selected with the utmost care, we do not accept liability for error and omissions of such suppliers. It is the clients' responsibility to satisfy themselves with any local laws and applicable insurance options, if any, for any facilities used or hired.

4. Substitution

The Company or their agents and associated companies reserve the right to substitute hotels booked with a similar category or upgrade to a higher category at no extra cost to the passenger. Hotels reserve the right to close facilities due to operational requirements without prior notice. Services and facilities at hotels may change without notice.

5. Itinerary Alterations

While every effort is made to keep to all itineraries, Enchanted Trave SA (Pty) LTD reserves the right to cancel any tour/travel arrangements prior to departure, in which event the entire payment will be refunded by the Company in full and final settlement of all further liability of whatsoever nature, howsoever arising, which may arise as a result of such cancellation. The duration of the travel package may have to be extended or curtailed owing to unforeseen changes in transport schedules. Any resultant expense will be borne by the passenger, and any saving refunded.

6. Travel Delays

The Company does not hold itself responsible for any delays prior to departure, or during the course of its tours, brought about by technical difficulties, strikes, weather conditions or any other unforeseen circumstances which are beyond its control. It is understood that any expenses relating to these unscheduled extensions (e.g. hotels, meals, airfares, telephone calls, etc.) will be for the passengers' account. Losses due to travel delays may not be refundable however, we will always use our best endeavour to negotiate refunds on behalf of passengers.

7. Force Majeure (superior force)

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected, or you otherwise suffer any damage or loss, as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may also include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, strike, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics such as SARS, Coronavirus and the like, fire and all similar events outside our control. We will always use our best endeavours to assist passengers where necessary and or possible.

8. Unused Services

No refunds will be considered for any unused services irrespective of whether they form part of the basic package, or whether they are in respect of pre-booked optional arrangements. No refunds can be considered on partially unused portion not limiting hotel accommodation, flight’s or car rentals.

9. Special Requests

Should you have any special requests these should be conveyed to us at the time of booking. The Company will endeavour to comply with special requests however the Company cannot guarantee that these special requests will be met.

10. Travel Documents

Documents (vouchers, itineraries etc) are only prepared and released on receipt of a signed booking form, Invoicec and upon payment of Tour Price in full. Upon receipt of your travel documents, PLEASE CHECK that ALL the detail therein are correct.It is the responsibility of each passenger to ensure that they are in possession of the correct documentation prior to departure. The Company shall not accept responsibility for any consequences of any nature whatsoever, arising from the passenger failing to ensure that he/she has complied with the necessary health/passport/visa/re-entry permit requirements. Passports must be valid for a minimum of 6 months after your intended return date.

11. Travel Insurance

It is essential for every Passenger to take out travel insurance against cancellation, curtailment, illness, loss of baggage, personal accident, personal liability and default at the time of booking. We will not be responsible or liable if you fail to take adequate insurance cover at all. Please note that various credit card companies offer limited levels of travel insurance, which Enchanted Travel SA (Pty) Ltd does not consider sufficient cover for international travel. Kindly check with the respective credit card companies in order to obtain the specific details of the cover.

12. Amendments to Airline Tickets

Once tickets have been issued; a cancellation fee will be levied by the airline in question (this fee varies from airline to airline and can range from 25% up to 100% of the fare paid plus VAT) should any changes be requested. Such changes specifically include, but are not necessarily limited to, any changes which are required to be effected due to the incorrect spelling of a passenger's name, change to travel dates or routing. In some cases, once issued, any changes will result in a 100% cancellation fee. Airlines are non negotiable to changes post ticket issuance.

It is an IATA (International Air Transport Association) requirement that all air tickets should reflect the full first name, initials and surname of the passenger, and these should be spelt in the exact same way as the first name, initials and surname on the passports or identity documents.

The onus is on the passenger to check that the first names and surnames appearing on Enchanted Travel SA (Pty) Ltd’s  booking confirmation page are correct as per the passports as tickets are issued immediately.

13. Reservations and payment

Upon confirmation the following payments are due :

A non-refundable, non-transferable deposit of 25% of the total land price is payable at the time of making your reservation. The balance of the tour price is payable not less than 8 weeks prior to departure in low season and 12 weeks prior to departure during peak/high seasons (school holidays and public holidays).

Full cost of air tickets and airport taxes.

Should an airline cancel a customer’s seats due to non-payment within 24/48 hours, the customer will be responsible for the difference in seat price, should Enchanted Travel SA be unable to re-instate the booking on the original booking class.

Prices are subject to change until payment has been secured in full from the Customer.

All prices are quoted in South African Rand. Prices are valid at the time of quotation and can only be guaranteed once payment has been received in full from the Customer. Enchanted Trave SA (Pty) Ltd cannot be held liable for any increase or decrease to the quoted price; in the time it takes for payment to reflect in our account.

The following commercial conditions shall apply to quotations and supply of services and product:

Price variation: If the ROE is applicable, the ROE on the day of quotation will apply. Should the ROE increase at the date of payment reflecting in Enchanted Travel SA (Pty) Ltd’s account, such increase will be for the Customer’s account and payable in addition to the total price quoted;

General: All quotations are subject to availability from Suppliers. Should the product range no longer be available, another product will be quoted at an updated price;

Should a client elect to pay the deposit and pay the balance due in instalments the client fully understands that the prices are subject to rate of exchange fluctuation. Client will then be liable for the updated package price on the day that payment is being made. Please call us to update invoice when making final instalment payment.

14. Cancellations and Curtailment Land Arrangements (hotels, tours, transfers)

All deposits are non-refundable/ non-transferable.

Enchanted Travel SA (Pty) LTD has to be notified of all cancellations or changes in writing prior to departure. The Customer will be liable for cancellation or date change penalties in the event that travel arrangements are changed or cancelled by the Customer.

Cancellation or date change penalties can amount up to the full purchase price subject to amongst others when the travel arrangements are cancelled, the Supplier’s cancellation policy and the fare rules.

For non-refundable bookings that are cancelled, the Customer will have no recourse to a refund.

 Fees will be charged by Enchanted Travel SA (Pty) Ltd for any amendments processed on behalf of the Customer

Travel bookings are non-transferable and name changes are not permitted.

The Customer will forfeit the fare if they do not fly or do not notify the airline or Enchanted Travel SA (Pty) Ltd of their intent not to travel prior to their scheduled departure.

Tickets must be travelled on in the sequence they are booked, if not, the ticket will be forfeited

15. TAX

The Customer will be liable for any additional taxes levied by the relevant country or city visited including inter alia local city tax or departure tax.

It is the responsibility of the Customer to declare any personal items with the South African Revenue Services prior to departure.

16. Air tickets

Cancellation fees apply once air tickets are issued. The cancellation fees range between 25% up to 100% (plus VAT) of the total airfare paid, dependent on the class of travel and the airline concerned. Once tickets are issued, they cannot be changed and are bound by fare rules. Usually low class fares are non -refundable. Should the customer want to cancel or change a ticket we would have to contact the airline concerned for the fare rules. We can then determine whether the ticket is refundable , non-refundable, partially refundable and whether penalties apply and change fees apply. Airlines are non-negotiable to changes post ticket issuance.

Passengers are reminded that they are responsible for reconfirmation of flights and flight times at least 72 hours prior to departure to ensure the airline has had no schedule or time changes. Failure to reconfirm flights with the airline concerned could lead to the cancellation of the flight reservation. Enchanted Travel SA is not responsible for the overbooking by airlines resulting in passengers being denied boarding. Providing passengers adhere to check in time, it is the airlines responsibility to reroute or rebook flights. Enchanted Travel SA is not responsible for any delays in departure or landing and/or cancelled flights caused by airlines either in South Africa or elsewhere, whether due to adverse weather conditions, or due to technical reasons or other reasons.

 If these delays should occur, it will be the airline’s responsibility to re-route/re-book the passenger on alternative flights (if possible), and/or to provide the passenger with compensation, and/or accommodation etc. if it falls within the passenger’s rights as per the airline’s terms and conditions, and/or cost of air ticket purchased by the passenger.

The new flight arrangements should be made by the passenger/s directly with the airline, and any claims arising from inconvenience caused by the airline to the passenger due to the delay and/or cancelled flight etc. should be made by the passenger directly with the airline.

 If the passenger requires Enchanted travel SA(Pty) Ltd to act on his/her behalf in his/her claim then this will be undertaken by Enchanted Travel SA (Pty) Ltd without prejudice and a fee will be charged and this will be determined and advised to the passenger at the time of initiating representation.

Enchanted Travel SA (pty) Ltd is not responsible if a passenger misses a flight/s and/or connection/s due to inter alia tardy check-in, non-timeous boarding of flight by the passenger, misinterpretations of flight announcement by the passenger or lack of announcement by the airline etc. in South Africa or elsewhere.

 It is the full responsibility of the passenger to ensure that he/she checks in for the flight/connecting flight on time, and that he/she reports to the boarding gate on time and as per instructions on the boarding pass.

 In case of missed flight due to inter alia late check-in or late reporting at the boarding gate, Enchanted Travel SA (Pty) Ltd will endeavour to assist the passenger with further flight arrangements, however a charge will be raised for this assistance, and this will be advised to the Customer at the time and will be dependent on the amount of time it will take the travel consultant to render the assistance. After hours fees will apply. The charges will apply whether the consultant is successful in assisting the passenger or not with a suitable alternative to the missed flight/connection.

Please NOTE that in most airport lounges no boarding announcements are made and the latter may be limited to an electronic display

17. Amendments

An amendment fee of R500 will be charged by Enchanted Travel SA for each amendment made to a fully confirmed reservation. This amendment fee excludes the applicable airline reissue/cancellation fee (applicable if tickets have already been issued) as well as the applicable land cancellation fees as set out in clause 13 above.

18. Refunds

All refunds are subject to the cancellation policy of the relevant third party service provider. In the event that the third party service provider is able to provide a refund, you will be required to complete and submit a refund consent form, provided by us. All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc).  We may charge a reasonable service fee for any cancellations and/or refunds processed, except in instances where the cancellation and/or refund is in lieu of death, hospitalisation and illness as per the Consumer Protection Act. We will endeavour to process all refunds within a reasonable time frame.

Refund policies of the various airlines vary between airlines. Tickets returned to Enchanted Travel SA, will be presented to the relevant airline for assessment. Should a refund be authorised, such refund will be made to you by the airline, less any cancellation or administration charges..
Partly used tickets will be refunded at less than the pro rata rate on the face value of such ticket.
Refunds may take up a minimum of 12 weeks to process although this time frame cannot be guaranteed by us.
Unused tickets must be returned to us for a refund within the ticket validity from the date of issue or they will be regarded as expired by the airline and have no refund value

18. Frequent Flyer

The onus is on you when booking your travel to advise the consultant of any frequent flyer membership details relevant to your booking. This information should also be completed on all traveller profile forms.

We cannot guarantee that the relevant third party service provider will credit you with points for any booking and you should query your points balance and accrual with your third party service provider directly.

We cannot confirm upgrade requests or guarantee an upgrade whereby a certain booking class is confirmed with the view of upgrading the ticket. Upgradable fare types are always subject to availability.

19. Passports, Visas and Health

Passports are required for all passengers including infants for international travel. Passports and travel documents must comply with the following requirements:

Passports must be valid for at least 6 (six) months after your date of return;

Must have a minimum 2 (two) blank pages; excluding the front and back cover

Travel documents have to be in the name appearing on the Traveller’s passport.

Temporary passports are not accepted in most countries.

Most countries require machine-readable passports. It is the Customer’s responsibility to ensure compliance.

The Customer indemnifies Enchanted Travel SA (Pty) Ltd against any errors which might occur and any cost relating thereto in the event that any Customer’s passport has not been issued by the Department of Home Affairs at the date of completing the booking form.

The onus is on South African permanent residents travelling on a foreign passport to ensure they have the required documentation to travel, including but not limited to visas.

The onus is on the Customer, especially where the Customer has become a citizen of the relevant country by naturalisation, to ensure that they are travelling with the correct travel documents.

Documentary identification is required for infants who are travelling.

Identification is required for all passengers travelling domestically. The airline will require that you present a South African identity document or South African driver’s licence for domestic travel.

Most airlines require that the Traveller present the card utilised to make payment for the reservation upon check in at the airport. Enchanted Travel SA (Pty) Ltd will not be held liable for any costs incurred if the Travellers are denied boarding due to their inability to comply with the airline’s request to present the credit card.

Non-South African passport holders may also be required to have re-entry documentation and it is entirely the Customer’s duty to ensure that such documentation is in order before departure

Visas are required for South African passport holders to travel to most destinations. More than one visa may be required and it is important to check that you hold the required visas for your travel, not only for the final destination, but also for all transits, stopovers, port entries, border crossings and ocean border crossings. You hereby acknowledge and agree that we will not be liable for any claims or costs for which you are liable, associated with entry being denied into a country, visa requirements that change without forewarning, travel bans, travel restrictions or denial into a country as a result of incorrect visas, insufficient supporting documentation, internal security matters, customs or home affairs related matters. We further cannot be held liable for any claims related to working visas, student visas or residency permits.

The processing time for a visa may vary and can generally take between a minimum of 5 (five) Business Days and up to 30 (thirty) Business Days. Delays in the processing of visa applications may occur during peak season periods. In some cases a visa may only be released by the consulate or embassy 24 (twenty four) hours prior to departure or even on the day of departure. It is highly recommended that you allow sufficient time for your visa application to be processed.

Certain visas need to be printed prior to travel and are to be presented along with your passport.

Immigration may require that supporting documentation is presented in addition to a passport and visa. This may include, but is not limited to; 3 (three) month’s bank statements, proof of accommodation or tour, letter from the host at your final destination, letter from your employer stating your intent to return to employment, letter from a tertiary institution confirming that you study at this institution.

By accepting these Terms and Conditions the Customer confirms that he/she has been made aware that a visa may be required, inclusive of any transits, stopovers or port entries that may be included as part of the travel itinerary.

Please note that a visa does not guarantee entry to any given country at point of entry and boarding of an aircraft may be denied at any point even if you have a valid visa.

We source visa information from IATA Timatic and cannot be held responsible for any incorrect visa information obtained from this third-party tool.

It is your responsibility to check health requirements and recommended precautions relevant to your travel, including but not limited to ensuring that all necessary vaccination documentation is presented. We recommend that you consult your local doctor, travel medical service or specialist vaccination clinic before commencing travel. Most vaccinations need to be administered prior to travel to be considered effective.

20. Foreign Exchange Regulation Compliance

This is the Customer’s exclusive duty.

It is the responsibility of each individual Customer to ensure that he/she does not exceed the R1 (one) million per calendar year (Please note this amount is stipulated by the SA Reserve Bank as at January 2015 and may be adjusted from time to time – it is the Customer’s duty when booking to check with its foreign exchange provider).

It is imperative that the Customers are able to show any customs official that they purchased the foreign exchange they are carrying, failing which it may be confiscated.

21. General

Medical Problems: If you or any member of your party has any medical problem or disability which may affect your holiday, you need to give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline their reservation. We reserve the right to cancel the reservation should we become aware of any such medical problem or disability which has not been disclosed.

Renovations: Hotels undergo renovations from time to time and take all possible steps to limit disruption to their guests. We will not entertain complaints or requests for refunds if a hotel is carrying out renovations whilst a guest is resident. If we are specifically advised of renovation work, dates may be provided. It is important to remember that these are subject to change, and we are not always notified.

Charges to your credit card: Any charges made to your credit card whilst away are your responsibility. We will not be responsible, nor accept responsibility for having these charges reversed or corrected upon return to South Africa.

Drivers Licence: Even if you have obtained an international drivers’ licence, please take your national driver’s licence with you.

Confidentiality: Subject to statutory constraints or compliance with an order of court, Enchanted Travel SA undertakes to deal with all client information of a personal nature on a strictly confidential basis.

22. Law, Jurisdiction & Domicilium

South African law and the jurisdiction of South African courts will govern the relationship between the Customer and Enchanted Travel SA (Pty) Ltd.

Enchanted Travel SA (Pty) Ltd shall be entitled to institute any legal proceedings arising out of or in connection with this contract in any Magistrates Court having jurisdiction in terms of Section 28 of the Magistrates Court Act no. 32/1944 as amended, notwithstanding that the amount in issue may exceed the limits of such jurisdiction. The parties choose their respective domicilium citandi et excutandi.

23. Dispute Resolution

Any and all dispute arising out of or in connection with the Conditions including any question regarding its existence, validity or termination, shall be dealt with as follows:

Firstly, the parties will meet within 5 (five) working days of the dispute arising in an attempt to resolve the matter amicably. Failing such amicable resolution of the dispute within 5 (five) days of their meeting, they will attempt to resolve the matter by mediation – the mediator will be an independent third party mutually agreed upon and, failing such mutual agreement, a party appointed as a mediator by the Arbitration Foundation of South Africa (‘AFSA’), which mediator must be appointed within 5 (five) days of their failing to resolve the matter amicably and the mediation itself must take place with a further 5 (five) days from the date the mediator is appointed Failing such amicable resolution of the dispute by the intervention of a mediator, the dispute must be referred to arbitration in Johannesburg within two (two) days of the failure to resolve the dispute by the intervention of a mediator, which referral must be delivered in writing to and be conducted in terms of the rules of  AFSA for the time being in force which rules are deemed to be incorporated by reference into this clause. The tribunal shall consist of one (1) arbitrator to be appointed pursuant to the AFSA Rules. The arbitrator’s decision shall be final and binding upon the parties and shall provide the sole and exclusive remedies of the parties. All judgment upon the award so rendered may be entered in any court having jurisdiction or application may be made to such court for a judicial acceptance of the award or orders of enforcement. The commencement of any arbitration proceedings under this Clause shall in no way affect the continual performance of the obligations relates to the subject matter of such proceedings. All arbitration proceedings shall be in the English Language.

Notwithstanding the provisions of this clause, either party may bring an urgent application to any court that has jurisdiction if circumstances arise that merit such an application.

24. Entire Contract

The Conditions (together with all enquiries, advice, quotations or estimates addressed to, provided by or bookings made and indemnities signed) constitute collectively the entire terms of the relationship between the parties.

There exist no other terms, conditions, warranties, representations, guarantees, promises, undertaking or inducements of any nature whatsoever regulating the relationship and the Customer acknowledges that he/she has not relied on any matter or thing stated on behalf of Enchanted Travel SA (Pty) Ltd or otherwise that is not included herein.

The contra proferentem rule will not apply to the interpretation of the Conditions.

25. The Client and Authority

The person requesting such quotations or estimates or making such booking or to whom any service is rendered, is deemed to have read, and accepted the Conditions and to have the authority to do so on behalf of the person in whose name the estimate or quotation or reservation is requested and/or provided and/or the person to whom the services are rendered (collectively referred to as “the Client”)

26. COVID-19

Please take note that we are unable to provide any advice relating to the COVID-19 virus and therefore shall not be liable for any loss or damage directly or indirectly caused by COVID-19, and shall not be liable for any damage, losses and expenses suffered as a result of sickness, quarantine, weather conditions, or any other cause outside our control

It is the travellers responsibility at all times to ensure that they are compliant with all the applicable Government regulations under the Disaster Management Act for COVID 19 https://www.gov.za/sites/default/files/gcis_document/202004/43199rg11078-gon446.pdf

Please note that should you fail to adhere to these regulations, and such failure results in a loss in respect of the booking, we shall not be liable for such loss.

27. Acceptance

You accept the terms and conditions herein by us sending you a confirmed invoice for the travel booked, by signing an invoice, booking form or by receiving the terms and conditions electronically. You acknowledge that you are 18 (eighteen) years of age or older and that you understand and have the legal capacity to agree to the booking terms. Your decision to make travel arrangements through us is voluntary, and is not made under duress.