Refund Policy

When a refund may be due

• You cancel within the refundable terms shown in your booking confirmation.
• We cancel a confirmed service and you do not accept an alternative.
• You have paid more than the amount due.
• A supplier agrees to refund a service that you no longer need.

When a refund is not normally due

• Deposits, permits and services marked as non-refundable in your booking confirmation
• Services you choose not to use once your journey has begun, including leaving early
• Services missed because of late arrival, missing documents or refused entry
• Changes caused by weather, wildlife movements or park rules where a reasonable alternative was provided
• Unused days after an early descent from Kilimanjaro or another mountain

How to request a refund

Write to booking@dastelsafaris.com with your booking reference, the payment concerned and the reason for your request. We may ask for reasonable proof of identity or account ownership before we send money anywhere, to protect you from fraud.

How refunds are calculated

We send you a written breakdown showing the amount you paid, any non-recoverable supplier costs, permits already issued, cancellation charges under your booking confirmation and unrecoverable bank charges, and the amount to be refunded.

Refunds that depend on suppliers

Lodges, airlines, park authorities and activity providers have their own refund rules and processing times. Where a supplier review is needed we submit your request, follow it up and keep you informed. We pass on any eligible amount once the supplier has released it.

How refunds are paid

Refunds are paid to the person who made the original payment, using the original payment method where possible. Card refunds return to the same card. Bank transfers are returned in the currency you paid. Exchange-rate movements and bank or card charges may mean the amount you receive differs slightly from the amount you paid.

Timing

We begin processing as soon as the amount is confirmed and any supplier refunds have been received. When we confirm your refund we will tell you when to expect it. Your bank or card provider may take further time to show it in your account.

Refunds and travel insurance

If part of your payment cannot be refunded, you may be able to claim it from your travel insurer. We will provide invoices, cancellation confirmations and any other booking documents your insurer needs.

If you disagree

Please talk to us first. We will review the calculation with you and explain each item. Most questions are resolved quickly once we have looked at them together.