Cape Town Concierge

Cancellation Policy

Last updated: 9 September 2026

This policy explains how cancellations and changes work across the services Cape Town Concierge arranges: private chauffeur hire, day tours, villa and hotel stays, and combined trip packages. It applies to bookings made directly with us via WhatsApp, email, or our website.

1. Chauffeur hire & day tours

1a. Single-day bookings (airport transfers, day tours, one-day chauffeur hire):

• More than 72 hours before pickup: free cancellation, full refund.
• 48 to 72 hours before: 50% of the trip fee is due.
• Less than 48 hours before: full trip fee is due.
• No-show: full trip fee due, no refund.

1b. Multi-day bookings (3 or more consecutive days):

• More than 14 days before the first pickup: free cancellation, full refund of deposit.
• 7 to 14 days before: 50% of the deposit is retained.
• Less than 7 days before: deposit is non-refundable.

Multi-day bookings reserve a vehicle and chauffeur exclusively for those dates, which is why the notice window is longer.

1c. Peak season (mid-December to mid-January and Easter week), all chauffeur and touring bookings:

• More than 30 days before: free cancellation, full refund.
• 14 to 30 days before: 50% of the deposit is retained.
• Less than 14 days before: deposit is non-refundable.

Flight delays, medical emergencies, and severe weather are considered on a case-by-case basis and we'll always do what we can to be fair.

2. Airport transfers

• More than 24 hours before pickup: free cancellation.
• Less than 24 hours before pickup: 50% of the transfer fee is due.
• No-show: full transfer fee is due.
• Flight-tracked airport transfers automatically adjust for delays at no extra cost.

3. Villa & hotel stays

Accommodation cancellations follow the individual property's policy, which is confirmed to you in writing when your booking is issued. In most cases:

• More than 60 days before arrival: deposit refundable less a small admin fee.
• 30 to 60 days before arrival: deposit is non-refundable; balance is refundable.
• Less than 30 days before arrival: full booking value is due.
• Peak season (mid-December to mid-January and Easter week): stricter terms usually apply. Full details are shared before you confirm.

Where a villa or hotel is booked through a third party (Nox, direct with the property, an OTA), that provider's cancellation policy takes precedence. We'll always highlight the applicable terms before you confirm.

4. Combined trip packages

Where a booking includes a mix of accommodation, chauffeur, and tour components, each component follows its own policy above. Cancellation of one component does not automatically cancel the others. We'll help you re-plan any remaining components wherever possible.

5. Changes & re-scheduling

We'll always try to accommodate a date change instead of a cancellation:

• Chauffeur and tour re-scheduling is free of charge up to 24 hours before the trip, subject to availability.
• Accommodation date changes are subject to the property's availability and terms. We'll confirm any difference in price and any admin fee before making the change.

6. Refunds

Refunds are processed to the original payment method within 7 to 14 business days of the cancellation being confirmed. Card refunds may take an additional few days to reflect depending on your issuing bank.

7. Our right to cancel

On very rare occasions we may need to cancel a booking due to circumstances beyond our control: mechanical failure of the assigned vehicle, driver illness, extreme weather closing a route, or a property withdrawing its availability. In those cases:

• We'll offer a replacement vehicle, driver, or property of equivalent or higher standard where possible.
• If no acceptable alternative can be arranged, you receive a full refund of any amount paid.

8. How to cancel or change a booking

The fastest way to change or cancel a booking is via WhatsApp, which reaches our operations team directly:

9. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top reflects the most recent change. The policy in force at the time your booking is confirmed applies for the duration of that booking.

Bookings confirmed before this update remain on the previous terms.