Refund Policy

• You cancel within a notice period that carries no charge, or a partial charge, under our Cancellation Policy.
• You cancel because of the death or hospitalisation of the person for whom the booking was made, in which case everything we hold is returned.
• We cancel a confirmed booking for any reason.
• A weather-dependent activity is cancelled by its operator and cannot be rescheduled within your stay.
• A force majeure event prevents the stay or experience from going ahead.
• You were charged for something you did not receive, or were charged twice.
• A service we supplied fell materially short of the standard required by section 54 of the Consumer Protection Act and we cannot put it right.

• A refund is paid to the person who made the payment, using the same method the payment was made by. We cannot redirect a refund to a different person or a different account.
• Card payments are reversed to the card used. If that card has expired or been replaced, your bank routes the refund to its successor; if it was closed, we arrange an electronic transfer instead once you have verified the account with us.
• Electronic transfers are refunded to the originating bank account.
• Cash payments are refunded by electronic transfer to an account in the payer's name, for audit and anti-money-laundering reasons.
• We will never ask you to confirm banking details by email alone. Refund account details are always verified by telephone, using the number on this website.

In every case we complete our side within 30 days of the refund becoming due. The remaining delay belongs to the banking system, and we will give you the proof of payment so you can trace it with your bank.

Only the following may ever be deducted from a refund, and each is itemised on the credit note we issue:

• The cancellation charge that applies under our Cancellation Policy, where one applies.
• Amounts already paid to an independent supplier which that supplier will not return to us.
• The bank charges levied on an international transfer, where the refund is paid across borders. Local South African transfers carry no deduction.
• The value of services you have already received, where a booking is curtailed partway through.

• Nights or experiences unused because you departed early or did not arrive, where no notice was given.
• Third-party prepayments that the supplier retains under its own terms, including certain Blue Train, flight, skydive and ferry bookings.
• Statutory levies and park or reserve entry permits already issued for a date.
• The value of an experience you declined to take part in when the operator had declared it safe and was running it.
• Losses arising from exchange-rate movement between the date of payment and the date of refund. We refund the Rand amount received, not its value in another currency.

• Tell us while you are still with us. Almost anything can be fixed on the day: a room changed, a guide replaced, a meal remade.
• Where we cannot remedy the failure, we refund the affected portion of the price, assessed against how much of the service was actually deficient.
• Where the failure spoils a material part of your stay, we may refund more than the affected line item. We assess that honestly rather than mechanically.
• A complaint raised for the first time after departure is still considered, but our ability to verify it is limited and a remedy may not be possible.

If we fail to honour a confirmed reservation, section 47 of the Consumer Protection Act requires us to refund you in full with interest, and makes us liable in addition for the direct costs you reasonably incur as a consequence, such as alternative accommodation or transport.

We settle those costs against receipts and we do not require you to lodge a formal claim to obtain them.

• Where you elect a credit instead of a refund, the credit is valid for 12 months from the date of issue and is transferable to another person named by you.
• A credit may be applied to any accommodation or experience we operate, subject to availability and to any rate difference.
• Electing a credit never extinguishes your right to a refund. If you change your mind while the credit is still valid, tell us and we will pay the refund you were originally entitled to.
• Gift vouchers purchased from us are valid for 3 years from the date of issue, in accordance with section 63 of the Consumer Protection Act, and any unused value remains yours until that date.

Write to info@lomaneva.com with your booking reference, the amount you believe is due and the reason. You do not need to quote a statute or use particular wording.

• We acknowledge within 2 business days.
• We give a decision in writing within 10 business days, with the calculation shown line by line.
• If we are refunding, we tell you the amount, the method and the date it will leave our account.
• If we are declining, we explain precisely why, identify the clause or supplier term relied on, and tell you where to take it further.

• Ask for the decision to be reviewed by the owner. Say so in writing and we will look at it again with fresh eyes.
• You may refer the matter to the Consumer Goods and Services Ombud, which handles consumer complaints free of charge.
• You may lodge a complaint with the National Consumer Commission established under the Consumer Protection Act.
• You may approach a court of competent jurisdiction. Nothing in this policy limits that right.

Our Cancellation Policy determines what is refundable, and our Terms & Conditions govern the booking as a whole. Last updated: 10 September 2026.