1. Overview

At Sports Travel Experiences, we understand that plans can change. This policy outlines the terms under which you may cancel a booking and request a refund. By making a booking through our platform, you agree to the terms set out below. This policy is aligned with the South African Consumer Protection Act (CPA), No. 68 of 2008, and Australian Consumer Law where applicable.

2. Your Rights Under the Consumer Protection Act

In accordance with the South African Consumer Protection Act (CPA), you have the following rights:

• Right to Cool Off (Section 16): If you entered into a booking as a result of direct marketing, you may cancel within 5 business days of the transaction without penalty, provided services have not yet been rendered.
• Right to Fair, Reasonable & Honest Dealing (Section 40): We will not use any unfair tactics or misleading information in our bookings and communications.
• Right to Return Goods (Section 56): While travel services are not physical goods, we honour the spirit of this provision by offering fair remedies for services not delivered as described.
• Right to Information (Section 22): All pricing, inclusions, exclusions, and terms will be communicated clearly before you confirm your booking.

3. Cancellation by You

Cancellation requests must be submitted in writing via email to info@sportstravelexperiences.com. The following cancellation fees apply based on when we receive your written notice:

More than 90 days before departureFull refund (less 5% admin fee)
60–90 days before departure: 75% refund
30–59 days before departure: 50% refund
15–29 days before departure: 25% refund
Less than 15 days before departure: No refund

All cancellation dates are calculated from the scheduled departure date of the experience or tour, not the date of any associated sporting event.

4. Event Tickets

Event tickets purchased through our platform are subject to the terms and conditions of the event organiser or ticket supplier. In most cases, event tickets are non-refundable and non-transferable once purchased.

• If an event is cancelled by the organiser, we will work with the supplier to arrange a full refund.
• If an event is postponed or rescheduled, your tickets will generally remain valid for the new date. Refunds may be available if you cannot attend the rescheduled date, subject to the organiser’s policy.
• If an event is relocated, and the new venue is materially different, you may be entitled to a refund under the CPA.
• We are not liable for any consequential losses arising from event changes, including flights, accommodation, or other travel arrangements booked independently.

5. Package Bookings & Bundled Services

For packages that include accommodation, transport, and event tickets as a bundle:

• Cancellation fees apply to the full package value unless individual components can be cancelled separately.
• Partial cancellations (e.g., cancelling accommodation but keeping event tickets) may be possible subject to supplier terms and an additional administration fee.
• If we are unable to deliver a material component of your package, you are entitled to a comparable alternative or a proportional refund for the undelivered component.

6. Cancellation by Us

In the unlikely event that we need to cancel a trip or experience, we will offer you:

• An alternative experience of comparable or greater value, or
• A full refund of all amounts paid to Sports Travel Experiences, processed within 14 business days.

We are not liable for any additional costs you may have incurred independently, such as flights, accommodation, or travel insurance. However, in line with the CPA, we will always act in good faith and provide reasonable notice of any cancellation.

7. Minimum Group Sizes

Some tours and experiences require a minimum number of participants to proceed. If minimum numbers are not met, we will notify you at least 30 days before the scheduled departure and offer a full refund or an alternative departure date. This does not apply to event tickets purchased individually.

8. Force Majeure

We shall not be held liable for cancellations, delays, or changes caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, travel bans, civil unrest, strikes, terrorism, or severe weather. In such cases, we will endeavour to offer alternative arrangements or credit toward a future booking. Where services cannot be delivered at all due to force majeure, a refund less any unrecoverable third-party costs will be provided in accordance with the CPA.

9. Refund Processing

Approved refunds will be processed within 14 business days of approval and returned to the original payment method. Please note:

• Allow additional time for your financial institution to process the transaction (typically 5–10 business days).
• Refunds are issued in the original currency of payment; any exchange rate differences are the responsibility of the customer.
• Where payment was made via a third party (e.g., Paystack, bank transfer), refunds will be returned via the same method where possible.
• In terms of Section 54 of the CPA, refunds for services not rendered as agreed will be processed without undue delay.

10. Amendments to Bookings

Requests to amend a booking (e.g., change of date, destination, or traveller name) are subject to the following:

• Amendments must be requested at least 30 days before the departure date.
• A R500 / AU$50 administration fee applies per amendment.
• Amendments are subject to availability and may incur additional costs if the replacement service is priced higher.
• Name changes on event tickets are subject to the organiser’s transfer policy and may not always be possible.
• We reserve the right to treat an amendment as a cancellation and rebooking if the changes are material.

11. No-Show Policy

If you fail to arrive for a scheduled departure, event, or accommodation check-in without prior written notice, this will be treated as a cancellation with no refund. We strongly recommend contacting us as early as possible if you anticipate being unable to attend.

12. Travel Insurance

We strongly recommend that all travellers purchase comprehensive travel insurance at the time of booking. Your insurance should cover trip cancellation, curtailment, medical emergencies, lost luggage, personal liability, and other unforeseen events. Sports Travel Experiences is not a substitute for travel insurance, and we will not be held responsible for losses that could have been covered by an appropriate insurance policy.

13. Supplier Insolvency

In the unlikely event that a third-party supplier (e.g., airline, hotel, event organiser) becomes insolvent or ceases trading, our liability is limited to the amounts we are able to recover from that supplier. We will make all reasonable efforts to arrange comparable alternatives or refunds where possible.

14. Disputes & Complaints

If you are dissatisfied with our decision regarding a refund or cancellation:

• Contact us in writing at info@sportstravelexperiences.com and we will acknowledge your complaint within 5 business days.
• We aim to resolve all complaints within 15 business days of receipt.
• If you remain unsatisfied, you may escalate your complaint to the National Consumer Commission (NCC) in South Africa or the relevant consumer protection authority in your jurisdiction.
• We are committed to resolving disputes fairly and in accordance with the Consumer Protection Act and Australian Consumer Law.

15. Changes to This Policy

We reserve the right to update this policy from time to time. Any changes will be posted on this page with an updated revision date. The policy in effect at the time of your booking will apply to that booking.

16. Frequently Asked Questions