Payment Terms

• All prices are quoted and payable in South African Rand (ZAR). ZAR is the currency of the contract.
• If you pay by card in another currency, your bank or card issuer sets the exchange rate and may add its own conversion fee. We have no control over and receive no part of that fee.
• Where value-added tax applies, it is charged at the rate prescribed under the Value-Added Tax Act 89 of 1991 and is shown as a separate line on your invoice.
• Statutory charges such as park entry fees, conservation levies and the tourism levy are shown separately where they are not already included in your quotation.
• Gratuities are never added automatically and are entirely at your discretion.

• Tour pricing is quoted individually. We do not publish tour prices, because a rate depends on your dates, party size, season and the suppliers involved.
• A quotation is valid for 7 days from issue unless it states otherwise, and remains subject to availability until we confirm the booking.
• A quotation sets out exactly what is included and what is excluded. Anything not listed as included is excluded.
• Accepting a quotation in writing, or paying the deposit shown on it, constitutes your acceptance of these Payment Terms.

A booking is confirmed only once the deposit reflects in our account. Until then the space remains available to other guests.

• Peak season means 15 December to 10 January, the Easter weekend, and South African school holiday periods.
• We send a reminder at least 7 days before a balance falls due, to the email address on the booking.
• We may ask for a higher deposit where an itinerary commits us to a large non-refundable supplier payment, and we will always tell you before you confirm if that is the case.

Certain experiences must be bought and paid for in full at the moment of booking, because the supplier takes payment immediately and releases the space to the public otherwise.

• The Blue Train, which requires full prepayment and applies its own cancellation scale.
• Helicopter and air charter flights.
• Tandem skydiving.
• Hot-air balloon flights.
• Robben Island Museum ferry tickets, which are date- and sailing-specific.
• Table Mountain cableway tickets bought in advance.
• Restaurant reservations that require a card guarantee or prepayment.

Where an amount has been paid to a supplier on your behalf and the supplier will not return it, that amount is not refundable by us. We will always tell you which parts of your itinerary carry this condition before you pay.

• Electronic funds transfer to our bank account. Our banking details appear only on the invoice we issue to you.
• Debit and credit card: Visa and Mastercard, processed through a secure payment gateway with 3D Secure authentication.
• Card payment in person at reception, using a chip-and-PIN terminal.
• Cash in South African Rand, at reception, subject to our internal cash-handling limits and to a receipt being issued.

• We do not add a surcharge for paying by card.
• We do not store your full card number. Card data is handled by our payment provider under the Payment Card Industry Data Security Standard.
• A pre-authorisation may be placed on your card at check-in to cover incidentals. It is released on departure, though your bank may take a few days to clear it.
• Cheques are not accepted.

We cannot reimburse a payment made to a fraudulent account that we never received. Verifying by telephone takes a minute and is the only reliable protection.

• Room service, bar accounts, spa treatments, laundry, minibar and any experience added during your stay are charged to your room account.
• The room account is settled in full on departure.
• The lead guest is responsible for the room account unless we have agreed a separate billing arrangement in writing before arrival.
• Damage to a room, its contents or hotel property is charged at replacement or repair cost, supported by an itemised statement.

• If a balance is not received by its due date, we will contact you before taking any action.
• If payment remains outstanding 7 days after the due date, we may treat the booking as cancelled by you, in which case the charges in our Cancellation Policy apply.
• Interest may be charged on an overdue amount at the rate prescribed under the Prescribed Rate of Interest Act 55 of 1975, calculated from the due date until payment is received.
• Where a card payment is reversed or a transfer is recalled after services have been supplied, the amount becomes immediately due and we may recover reasonable costs of collection.

Refunds arising from a cancellation are handled under our Refund Policy.

• A pro forma invoice is issued with your quotation and a confirmation invoice on receipt of your deposit.
• A tax invoice compliant with section 20 of the Value-Added Tax Act is issued where VAT is charged.
• A final statement of account is issued on departure.
• Tell us at booking if an invoice must be addressed to a company, and give the registered name and any billing reference you need. Reissuing an invoice after departure is not always possible.

Raise any query about an amount charged with us first, at info@lomaneva.com, quoting your booking reference. We acknowledge within 2 business days and respond substantively within 15 business days.

Please do not initiate a card chargeback before contacting us. Most billing questions are a misunderstanding about what was included and are resolved the same day. If we are wrong, we correct it and refund without argument.

Last updated: 10 September 2026.