Last updated: [Friday 12 June 2026]

At Paul Polano Tours, we understand that plans can change. This Cancellation Policy explains what happens if you need to cancel or change your booking, and what applies if we have to cancel a tour. It forms part of our Terms and Conditions, and by making a booking with us you agree to the terms set out below.

If anything here is unclear, please contact us before booking, and we will be happy to help.

1. How to cancel or change a booking

• All cancellations and change requests must be made in writing (by email or WhatsApp).
• A cancellation is only effective once we have received it during our normal office hours: [ 08:00–18:00, Monday to Sunday]. A request sent outside these hours is treated as received at the start of the next business hours.
• Please include your booking name, tour date and reference (if you have one) so we can process your request quickly.
• We will confirm every cancellation or change in writing. If you have not received confirmation from us, please assume your request has not yet been processed and follow up.

2. Day tours and shorter experiences

For day tours and shorter experiences, the following applies unless we have agreed otherwise in writing:

• Cancelled 24 hours or more before the tour start time for full refund
• No-shows (where you do not arrive at the agreed pick-up point and time) are treated as a late cancellation, and no refund applies.

Adjust these timeframes and outcomes to match the policy you actually want to apply before publishing.

3. Changes to a confirmed booking

We will do our best to accommodate changes to a confirmed booking – such as a new date, time or party size – subject to availability and to any supplier conditions. Some changes may affect the price, and changes made close to the tour date may be treated as a cancellation and rebooking under the timeframes above. Please contact us as early as possible so we have the best chance of helping.

4. Cancellations or changes by us

We aim to operate every tour as booked. However, we may need to amend, reschedule or cancel a tour – for example due to weather, safety concerns, insufficient numbers on a shared tour, or other circumstances beyond our control.

• If we cancel a tour for reasons within our control, we will offer you a suitable alternative date or a full refund of the amount paid for the cancelled service.
• We are not responsible for any separate costs you may have incurred, such as flights, accommodation or other arrangements booked independently. We strongly recommend travel insurance to cover these.

5. Weather-dependent activities

Some activities depend on suitable weather conditions.

• Where a weather-dependent activity forms part of a longer tour, we may continue with the rest of the tour as planned.
• Where an activity has to be cancelled due to weather, we will, where possible, offer you a reschedule to the next available date or a refund of the affected portion, in line with the relevant supplier’s policy.

6. Third-party suppliers

Some experiences include services provided by independent suppliers (such as attractions, accommodation, and adventure or air activities). These suppliers often have their own cancellation policies, which apply in addition to ours. Where a supplier’s terms differ from this Policy – including during peak and festive seasons – we will let you know before you book.

7. Travel insurance

We strongly recommend that all guests, particularly international guests, take out comprehensive travel insurance that covers cancellations, delays, medical emergencies and other unforeseen events. Where a cancellation falls outside the refunds set out in this Policy, your travel insurance may help you recover your costs.

8. Refund processing

Where a refund is due, we will process it using the original payment method where possible. Please allow 7–14 business days for the refund to reflect, depending on your bank or payment provider. Any non-refundable transaction, booking or supplier fees will be deducted from the refund. Currency-conversion differences on international payments are not refundable.

9. Changes to this Policy

We may update this Cancellation Policy from time to time. The version in effect at the time of your booking applies to that booking. The “Last updated” date above shows when this Policy was last revised.

10. Contact us

To cancel or change a booking, or if you have any questions about this Policy, please contact us:

• Business name: Paul Polano Tours
• Email: info@paulpolanotours.co.za
• Phone / WhatsApp: +27 (84) 880-3753