1 Refund & Cancellation Policy
Please read these terms carefully before booking your adventure with Travelcare Travel Agency.
General Policy
All bookings are governed by the rules and policies of the travel supplier (e.g. airline, hotel, car hire company). Simba Travelcare acts as an intermediary and cannot override supplier rules. Refund eligibility depends solely on the supplier’s terms.
Service Fees
Simba Travelcare charges service fees for bookings and related services. Service fees are non‑refundable. An administration fee may be applied for processing cancellations or refund requests.
Airline Ticket Refunds
Refunds are subject to the specific fare rules of the airline. Many promotional or special fares are non‑refundable. Refunds on flexible/refundable fares will be processed according to airline policy. Airline penalties may apply. Refunds may take 10–90 working days depending on airline processing timelines.
Visa Denial
No refund is due in the event of visa rejection unless the fare rules allow. Where permitted, airline penalties and administration fees will apply.
No‑Show Policy
No refund applies if a passenger fails to check in or boards late (“no‑show”). Airline fare rules strictly apply.
Medical Emergencies
Some airlines may provide refunds or waive penalties in verified medical emergencies. Medical documentation will be required. Approval is not guaranteed.
Death or Bereavement
Most airlines allow refunds or fare adjustments in the event of death or serious bereavement of a passenger or immediate family member. Documentation may be required. Approval depends on airline policy.
Travel Insurance Recommendation: Customers are strongly advised to purchase travel insurance for unforeseen events including medical emergencies, trip cancellations, baggage loss, visa refusal, and travel disruptions. View our insurance options →
2 Changes & Processing
Change Requests
Changes to travel plans are subject to supplier rules. Airline change fees and fare differences may apply. Simba Travelcare may charge a service fee to process changes.
Processing Time
Refund processing times vary by supplier. Simba Travelcare will submit and follow up on refund requests but cannot expedite supplier timelines.
3 Client Responsibility
Your Obligations
Clients are responsible for:
- Checking fare rules and cancellation terms before confirming a booking
- Ensuring valid travel documents (passport, visa, health certificates) for all passengers
- Arriving on time for all flights, transfers, and check-ins
- Securing appropriate travel insurance cover
- Providing accurate personal and payment information
Acknowledgment
By booking with Simba Travelcare Limited, the customer acknowledges and agrees to this Refund & Cancellation Policy in full.
Acceptance of Terms
By using our services — online, by phone, in person, or via WhatsApp — you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree to any part of these terms, please do not proceed with a booking.
For questions about any of the above, please contact our team directly.