General Policy

All bookings are governed by the rules and policies of the travel supplier (e.g., airline, hotel, car hire company). Simba Travelcare acts as an intermediary and cannot override supplier rules. Refund eligibility depends solely on the supplier’s terms.

Service Fees

Simba Travelcare charges service fees for bookings and related services. Service fees are non‑refundable. An administration fee may be applied for processing cancellations or refund requests.

Airline Ticket Refunds

Refunds are subject to the specific fare rules of the airline. Many promotional or special fares are non‑refundable. Refunds on flexible/refundable fares will be processed according to airline policy. Airline penalties may apply. Refunds may take 10–90 working days depending on airline processing timelines.

Visa Denial

No refund is due in the event of visa rejection unless the fare rules allow. Where permitted, airline penalties and administration fees will apply.

No‑Show Policy

No refund applies if a passenger fails to check in or boards late (“no‑show”). Airline fare rules strictly apply.

Medical Emergencies

Some airlines may provide refunds or waive penalties in verified medical emergencies. Medical documentation will be required. Approval is not guaranteed.

Death or Bereavement

Most airlines allow refunds or fare adjustments in the event of death/serious bereavement of a passenger or immediate family member. Documentation may be required. Approval depends on airline policy.

Travel Insurance Recommendation

Customers are advised to purchase travel insurance for unforeseen events including medical emergencies, trip cancellations, baggage loss, visa refusal, and travel disruptions.

Change Requests

Changes to travel plans are subject to supplier rules. Airline change fees and fare differences may apply. Simba Travelcare may charge a service fee to process changes.

Processing Time

Refund processing times vary by supplier. Simba Travelcare will submit and follow up on refund requests but cannot expedite supplier timelines.

Client Responsibility

Clients are responsible for checking fare rules before booking, ensuring valid travel documents and visas, arriving on time for travel, and securing travel insurance.

Acknowledgment

By booking with Simba Travelcare Limited, the customer acknowledges and agrees to this Refund & Cancellation Policy.