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Refund Policy

Refund Policy 

Feesbus Travel Consultants – Refund Policy (South Africa)

 

1. Purpose of This Policy

This Refund Policy outlines how refunds are handled by Feesbus Travel Consultants (“the Agency”) in accordance with South African regulations, including the Consumer Protection Act (CPA) and industry‑standard supplier rules.

By making a booking or payment, the Client acknowledges and accepts this Refund Policy.

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2. Role of Feesbus Travel Consultants

Feesbus Travel Consultants acts as an intermediary between the Client and third‑party suppliers such as airlines, hotels, tour operators, and transport providers.

Refunds are subject to the terms and conditions of these suppliers, and the Agency cannot override supplier policies.

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3. Non‑Refundable Fees

The following fees charged by Feesbus Travel Consultants are strictly non‑refundable:

  • Consultation fees

  • Service fees

  • Booking and ticketing fees

  • Amendment fees

  • Cancellation administration fees

These fees cover professional time and services rendered, regardless of supplier outcomes.

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4. Supplier Refund Rules

Refunds for flights, accommodation, tours, or other travel services are governed by supplier policies, which may include:

  • Non‑refundable fares or packages

  • Partial refunds subject to penalties

  • Refunds only in the form of travel credits or vouchers

  • Refunds only permitted under specific conditions (e.g., medical emergencies, visa denials, schedule changes)

The Agency will communicate supplier rules to the Client before booking, as required by the Consumer Protection Act (CPA).

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5. Client‑Initiated Cancellations

If the Client cancels a booking:

  • Supplier cancellation penalties will apply.

  • Some bookings may be 100% non‑refundable.

  • The Agency may charge an additional cancellation administration fee.

  • Refunds (if applicable) will only be processed once received from the supplier.

The Agency cannot guarantee refund approval for voluntary cancellations.

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6. Supplier‑Initiated Cancellations or Changes

If a supplier cancels, reschedules, or significantly changes a service:

  • The Agency will assist the Client in obtaining a refund, travel credit, or alternative arrangement.

  • Refunds will be processed according to supplier policy.

  • The Agency is not responsible for supplier decisions or timelines.

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7. Refund Processing Timeframes

Refund processing times vary by supplier. Typical timeframes are:

  • Airlines: 8–12 weeks

  • Hotels & tour operators: 4–10 weeks

  • Insurance claims: 6–12 weeks

Feesbus Travel Consultants will follow up on refund requests but cannot expedite supplier processing.

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8. Refund Method

Refunds will be issued:

  • In the same currency as the original payment

  • To the original payment method (unless otherwise required by the supplier)

  • Less any applicable supplier penalties and Agency fees

If a supplier issues a voucher or credit, the Agency will provide it to the Client as received.

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9. No‑Show Bookings

If the Client fails to check in, board, or attend a booked service (“no‑show”):

  • The booking is typically non‑refundable.

  • Supplier rules will apply strictly.

  • The Agency cannot request exceptions for no‑shows.

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10. Visa Denials

If a visa application is denied:

  • Refunds depend entirely on supplier policies.

  • Many airfares and packages remain non‑refundable.

  • The Agency may provide supporting documentation for insurance claims if applicable.

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11. Travel Insurance Claims

Travel insurance is strongly recommended.

Refunds for events such as illness, death, or emergencies must be claimed directly through the Client’s insurance provider. The Agency will assist with documentation but is not responsible for claim outcomes.

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12. POPIA Compliance

Personal information collected for refund processing will be handled in accordance with the Protection of Personal Information Act (POPIA).

  • Information will only be shared with suppliers or insurers as required.

  • Data will be stored securely and not used for marketing without consent.

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13. Force Majeure

Events such as natural disasters, pandemics, political unrest, or government restrictions may affect refund eligibility.

Refunds in force majeure situations are subject to supplier policies, which may include:

  • Partial refunds

  • Travel credits

  • Rebooking options

  • No refund availability

The Agency will assist the Client within the limits of supplier rules.

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14. Acceptance of Refund Policy

By making a booking or payment, the Client confirms that they have read, understood, and agreed to this Refund Policy.

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