Cancellation and Refund Policy

Effective: 1st November 2024

At Newline LJ (PTY) Ltd, we strive to provide exceptional service in managing your travel and tour needs. This Cancellation and Refund Policy outlines the terms and conditions for cancellations, refunds, and related processes across our various services. Please read this policy carefully before making any bookings.

  1. General Guidelines
  • All cancellations and refund requests must be made in writing and submitted via email to our official customer service address: info@newlinetourism-int.com.
  • The date of receipt of the cancellation request will be considered the effective date for cancellation and refund processing.
  • Refunds will only be made to the original payment method and account used at the time of booking.
  • Refunds may take 7–30 business days to process (see herein 8. Refund Timeframes), depending on payment gateways and financial institutions involved.
  1. Cancellation Policies by Service Category

2.1 Air Tickets

  • Airlines’ specific fare rules apply, including their cancellation and refund terms.
  • Non-refundable tickets will not qualify for refunds except for recoverable airport taxes.

 Refund Eligibility:

  • Fully refundable tickets: Subject to airline and agency service fees.
  • Partially used tickets: Refunds will depend on the remaining value of the ticket as assessed by the airline.
  • Name changes, rescheduling, or corrections may incur additional charges as per the airline’s policy.

2.2 Tours and Safaris

2.2.1 International Tours

 Cancellation Timeframes:

  • Cancellations made 60 days or more before departure: Refund of the total amount, minus non-refundable deposits and service fees.
  • Cancellations made 30-59 days before departure: 50% refund of the total amount.
  • Cancellations made 29 days or less before departure: No refund.

Supplier Policies:

  • Refunds are subject to the cancellation terms of airlines, accommodations, and local tour operators in the destination country. Some components, such as international flight tickets, may carry separate non-refundable policies.

Amendments:

  • Changes to international tours (e.g., date adjustments) must be requested at least 45 days before departure and are subject to availability and supplier penalties.

2.2.2 Local Tours

 Cancellation Timeframes:

  • Cancellations made 30 days or more before the tour date: Refund of the total amount, minus non-refundable deposits and service fees.
  • Cancellations made 15-29 days before the tour date: 50% refund of the total amount.
  • Cancellations made 14 days or less before the tour date: No refund.

 Prepaid Services:

  • Services like accommodations, park access, or transportation are often prepaid and may not be refundable depending on supplier terms

 Group Tours:

  • For group bookings, specific cancellation terms will apply and will be communicated at the time of booking.

2.2.3. Day Excursions

Cancellation Timeframes:

  • Cancellations made 48 hours or more before the scheduled excursion: Full refund minus a a service fee of 20%
  • Cancellations made less than 48 hours before the excursion: No refund.

Third-Party Activities:

  • Excursions involving third-party providers (e.g., safari drives, hot air balloon rides) may have stricter non-refundable policies.

Weather-Dependent Activities:

  • If an excursion is canceled by Newline LJ (PTY) Ltd or the operator due to bad weather, clients will be offered a reschedule or a full refund.

2.3 Corporate Travel Management

  • Cancellation policies for corporate travel services will be outlined in the service agreement with each corporate client. Please refer to your contract for specific terms.

2.4 Visa Applications

  • Visa service fees are non-refundable once the application process has begun, regardless of the outcome of the application.
  • Cancellations before submission to the respective consulate will incur a processing fee of 20%.
  • Refunds will not be granted for delays caused by consulates or embassies

2.5 Inbound and Outbound Tours

  • Group Bookings:
    • Cancellations made 45 days or more prior to the tour date will receive a refund minus a 10% administrative fee.
    • Cancellations within 45–30 days will incur a 50% cancellation fee.
    • Cancellations made less than 15 days before departure are non-refundable.
  • Customized Tours:
    • Refunds for customized tours will be based on individual supplier policies. Fees for already-confirmed services (hotels, transport, etc.) may be non-refundable.
  1. 3. Force Majeure Events
  • Events such as natural disasters, pandemics, political instability, strikes, or other situations beyond Newline LJ (PTY) Ltd’s control are considered force majeure.
  • Refund and Rescheduling Policy:Refunds in such cases will depend on the policies of third-party suppliers.Clients may be offered rescheduling options or travel credits instead of monetary refunds.
  • Non-Claimable Losses: Newline LJ (PTY) Ltd is not liable for indirect losses resulting from force majeure
  1. No-Show Policy
  • Clients who fail to show up for booked services without prior notice will forfeit any refund or credit.
  • Emergency situations (e.g., hospitalization, death in the immediate family) must be substantiated with official documentation for refund consideration.
  1. Amendments and Rescheduling
  • Any amendments or rescheduling requests will be subject to availability and may incur additional charges. Requests must be made within reasonable time prior to the scheduled service.
  1. Refund Exceptions
  • Non-refundable deposits or items explicitly marked as non-refundable at the time of booking will not be refunded under any circumstances.
  • Refunds will not cover any third-party service fees, including payment processing or bank charges.
  1. 7. Amendments and Changes
  • Client-Initiated Changes: Amendments to bookings (dates, destinations, itineraries) are subject to supplier approval, penalties, and service fees may apply.
  • Agency-Initiated Changes: In rare cases where changes to bookings are necessary due to supplier issues, clients will be offered comparable alternatives or refunds.
  1. 8. Refund Timeframes

Refund requests will be processed within the following timelines:

  • Domestic services: 7-14 working days.
  • International services: 14-30 working days.
  • Delays caused by third-party suppliers (e.g., airlines, hotels) may extend refund processing time.
  1. 9. Dispute Resolution

If you believe your refund request has not been handled appropriately, you may escalate the matter by contacting info@newlinetourism-int.com.  We aim to resolve disputes amicably within 14 business days.

In cases where a resolution cannot be achieved, the matter may be escalated to an independent travel association for arbitration

  1. 10. Contact Us

For further clarification regarding our Cancellation and Refund Policy, please contact us at:

  • Phone: +25479749598
  • Email: info@newlinetourism-int.com
  • Address: Ambank House, 13th Floor, Suite 14, Utalii Lane, Nairobi, kenya
  1. Updates to the Policy

Newline LJ (PTY) Ltd reserves the right to update or amend this policy without prior notice. Updates will be communicated on our official website or via email.

For further assistance, please contact us at info@newlinetourism-int.com