Cancellation Policy

• Cancellations must be made in writing to info@lomaneva.com, quoting your booking reference.
• A cancellation takes effect on the date we receive your written notice, not the date you sent it. If you cancel close to a charge threshold, telephone us as well to confirm receipt.
• A verbal cancellation is not effective until we have confirmed it in writing.
• We acknowledge every cancellation in writing within 2 business days, stating the charge that applies and the amount to be refunded.
• Only the lead guest, or someone with the lead guest's written authority, may cancel a booking.

Charges are calculated as a percentage of the total accommodation value of the booking and are counted in calendar days before the date of arrival.

Peak season means 15 December to 10 January, the Easter weekend, and South African school holiday periods. Groups means 10 or more guests, or 4 or more rooms, on a single booking.

For group bookings, a partial reduction in numbers of up to 10% made more than 45 days before arrival is treated as an amendment rather than a cancellation and carries no charge.

Experiences we operate ourselves, including private safaris, Panorama Route days, village tours, heritage tours and hotel dining events, follow this scale, calculated on the value of that experience.

• Where an experience requires a guide, a vehicle and permits to be committed on your behalf, the charge reflects costs we cannot recover once those commitments are made.
• Multi-day itineraries are treated as a single booking, and notice is counted from the first day of the itinerary.
• A dining event booked for a group of 8 or more requires 72 hours' notice, because the kitchen orders to the head count.

• The Blue Train applies a strict cancellation scale and its tickets are often wholly non-refundable close to departure.
• Helicopter and air charter flights, tandem skydiving and hot-air ballooning are typically non-refundable inside 48 hours, unless the operator itself cancels.
• Robben Island ferry tickets are sailing-specific and are generally not refundable once issued.
• Restaurant reservations held with a card guarantee may attract the restaurant's own no-show fee.
• Park and reserve entry permits, once issued for a date, are usually non-refundable.

We will tell you in writing, before you pay, which parts of your itinerary carry supplier terms stricter than our own. Where a supplier does refund us, we pass that refund on to you in full.

• A change of dates requested more than 30 days before arrival is made free of charge, subject to availability and to any rate difference for the new dates.
• A change of dates requested 30 days or fewer before arrival is treated as a cancellation and rebooking, and the scale above applies.
• Reducing the number of nights or rooms is treated as a partial cancellation of the portion removed.
• Changing the name of a guest is free of charge at any time, provided suppliers permit the change.
• One free date change is permitted where a change is required because a visa application has been refused, on production of the refusal letter.

• A room not occupied by 12:00 on the day after the arrival date, without notice to us, is treated as a no-show and the full booking value is charged.
• If you depart earlier than the confirmed departure date, the unused nights are not refunded, because the room cannot realistically be relet at that notice.
• If you miss an experience without notice, the full value of that experience is charged.
• If a flight delay or a missed connection will make you late, telephone us. We hold the room and we do not treat a notified late arrival as a no-show.

We cancel a confirmed booking only where we genuinely cannot honour it. Where that happens you may choose between:

• A full refund of every amount you have paid us, with no deduction of any kind;
• Alternative dates of equivalent standard and value, at no additional cost; or
• Alternative accommodation of a comparable or higher standard, with any difference in rate borne by us.

Hot-air ballooning, tandem skydiving, helicopter flight and the Table Mountain cableway are cancelled by their operators when conditions are unsafe. This judgement belongs to the operator alone and is not negotiable.

• Where an operator cancels for weather or safety, you are not charged. We reschedule at no cost if your itinerary allows it, or refund the amount paid for that activity in full.
• Where you decline to take part in an activity that the operator has declared safe and is running, the standard cancellation charge applies.
• Game drives run in all but genuinely dangerous conditions. Rain does not entitle you to cancel without charge, and often produces the best sightings.

Where a stay or an experience cannot go ahead because of an event beyond our reasonable control, as described in clause 16 of our Terms & Conditions, no cancellation charge is levied by us. You may choose a reschedule, a credit valid for 12 months, or a refund of the amounts we are able to recover from our suppliers.

We will never retain more than the costs we have irrecoverably committed on your behalf, and we will show you those costs if you ask.

How and when refunds are paid is set out in the Refund Policy. Last updated: 10 September 2026.