Terms & Conditions



Aquella Travel (Pty) Ltd herein refers to Aquella Travel.  The Client herein refers to the person who signs the quotation/document or agreement.


Shuttle service

Aquella Travel guarantees all reservations for the above services if they are requested forty-eight (48) hours prior to departure.

Charter Hire

To ensure availability, it is always recommended that reservations are made well in advance for the above services.  We hereby confirm that all Coach Hire is limited to 350 kms per day unless otherwise specified.

Overland Guided Tours

To ensure availability of preferred accommodation establishments, it is always recommended that reservations are made well in advance.

Aquella Travel shall make every effort to ensure that the various services making up your tour / holiday will be carried out efficiently and as specified.  It does not have direct control over the provision of services by suppliers and shall not be liable for any loss, damage, injury, additional cost, accident, delay, or irregularity that may be occasioned by any error or default.  In such event Aquella Travel will use its best endeavours to procure another person to supply the agreed services. 

Aquella Travel reserves the right to substitute hotels with others of a similar or higher category at no additional cost to the traveller, even after commencement of the tour.


A non-refundable deposit of 30 % of the cost of arrangements is required within 72 hours of the booking confirmation.

Payments can only be made with Electronic Fund Transfers (EFT).

Card payments are accepted at an additional charge of 3.5% above the Invoice amount.

Important Notice:

  • The client is responsible for all bank charges relating to payments, if paid via cash.
  • International payment by Electronic Funds Transfer (EFT) will incur an additional 2 % of the quoted price to cover bank charges.
  • No cheques are accepted.
  • Card payments are accepted at an additional charge of 3.9% above the Invoice amount.
  • All payments must reflect in Aquella Travel’s bank account 48 hours prior to the start of the service.

Quotations that are accepted (which includes acceptance of these terms and conditions) must be signed and then e-mailed back to the sender. No quotations will be confirmed unless confirmation thereof is received in writing.

Final payments

All reservations must be prepaid.  Final payment is due sixty (60) days prior to departure.  This may vary in the case of cruises and certain other arrangements.

In making payment you confirm that you have read and accepted these Terms & Conditions.

Failure to remit final payment on due date will result in cancellation of reservations, forfeiture of deposit and may attract cancellation costs.

Any extras not quoted for will be for the client’s own account upon signed approval by the client. 

 Late Booking Fees:

Reservations made within 7 days of departure will be subject to a fee of R350. Once confirmed, these bookings will be subject to cancellation charges. Some bookings require full payment at the time of booking.

An amendment fee of R350 will be charged for each amendment made to confirmed reservations, in addition to any cancellation charges which may be applicable.


In the event of cancellation, which must be received in writing, charges will be determined at the time of cancellation.  The date of cancellation will be the date on which Aquella Travel receives your notification of your wish to do so. If you cancel your contract after deposit has been paid, you will lose your deposit.

The following indicates the charges that can be imposed; you will forfeit your deposit plus an additional amount as follows:

  • More than 30 working days prior to departure:  Deposit forfeited.
  • Less than 30 working days but more than 28 days prior to departure:  60 % of the costs
  • Within 28 to 14 days of departure:  80 % of the costs
  • Within 14 days of departure:  100 % of the costs
  • If the booking is confirmed within 7 days prior to service date, and cancelled, you will be liable for 100% of the full tour price due to cancellation.

Amendments and all cancellations en route must be made with Aquella Travel directly.  Please note that en route cancellations and amendments may incur additional fees as determined by Aquella Travel.  Any such amounts due because of such amendments or cancellations are payable within 12 hours directly to Aquella Travel.

No refunds will be given for no-shows, or any unused services irrespective of whether they form part of the basic tour price, or whether they are in respect of pre-booked optional arrangements.


Whilst all vouchers are issued on the understanding that all services are non-refundable, refund applications may be considered only under the following conditions:

  • Cancellation or amendment of any hotel accommodation after departure can only be made directly with Aquella Travel.
  • Proof of cancellation can be substantiated:  i.e. date, time, and name and cancellation number.
  • Claims are received in writing no later than 30 days following completion of services reserved and original vouchers are returned to Aquella Travel.

Notwithstanding the above, no refunds on unused car rentals, attraction entrances, accommodation reservations or package components will be considered.

Subject to any additional charges levied by the service providers, any refund will attract a minimum charge of 10 % of the cost or the first night’s accommodation in each city, whichever is the greater.


Various service providers may impose special terms and conditions regarding deposits, payments, cancellation fees and / or refunds from time to time.  All reservations would be subject to these additional conditions.

Vouchers and itineraries

Must be checked upon receipt and all inaccuracies reported to your travel agent. Aquella Travel will not be liable for any inaccuracies after departure to / from South Africa.


We strongly advise passengers to take out insurance at the time of booking, covering cancellation, medical expenses, loss of baggage and limitation.  Passengers are responsible for their own insurance and Aquella Travel will not be liable in the event of a passenger failing to take adequate insurance cover.


All costs provided and shown on our website are based on tariffs and exchange rates at the time of publishing.  All costs are subject to alteration in the event of fluctuations in tariffs and / or exchange rates.  Until full payment is received your entire booking is subject to currency fluctuation / fuel surcharge increase.

It should be clearly understood that the rates provided and shown on our website include our administration, planning and operational expenses.  All prices reflected are in respect of payment by cash only.

It is an express condition that in any event, at the time of final payment, Aquella Travel shall not be bound to accept payment if the actual costs vary from our Quotation / Confirmation.

Certain hotels may from time to time offer specially discounted rates for limited periods.   These rates are not utilized in our Tour Packages, and reservations can only be made directly with the hotel.

All prices quoted are in South African Rand unless otherwise specified.

Hotels and meals

All our Tours, Packages and Hotel Reservations, the right is reserved to substitute hotels listed with other of a similar or higher category at no additional cost to the passenger, unless requested by the Client.

Hotels undergo renovations from time to time and take all possible steps to limit disruption to their guests.  We will not entertain complaints or refunds requests if a hotel is carrying out renovations whilst a guest is a resident.  Hotel descriptions featured in this brochure are based on current hotel guides and contractual agreements provided by suppliers. Any facilities supplied are subject to change at any time.

The Hotels as specified on the itineraries or brochures is based on 2 people sharing.

The meals are as specified on the itinerary.

Note:  Check in time is usually late afternoon / early morning and check out mid-morning.  Aquella Travel will not be held liable for any loss because of errors.

Travel Documents:

The onus rests on the passenger to ensure that all their travel documents are in order. Aquella Travel will not be held liable for any loss because of errors.

Possible Changes:

The duration of the travel arrangements may have to be extended or shortened owing to unforeseeable circumstances such as force majeure, adverse weather conditions and changes in transportation schedules etc. Any subsequent expense shall be borne by the passenger and any saving refunded. Aquella Travel and its service providers reserve the right to cancel any reservations prior to departure; in which event the entire payment will be refunded without any further obligation.  Aquella Travel reserves the right to change requested hotels and cabins etc. to that of an equal or higher grade, even after departure to / from South Africa.  Aquella Travel is not responsible for any changes which occur after the publication of this brochure.

Airline Responsibility:

The airline concerned is not to be held responsible for any act, omission, or event during the time the passengers are not on board their aircraft. The passenger tickets in use by the airline, when issued, shall constitute the sole contract between the airline and the purchaser of these tickets and / or passenger.

Flight Reconfirmation

It is the passenger’s responsibility to reconfirm all departure dates and times of all flights at least 72 hours prior to departure. Failure to do so may result in cancellation of reservations by the airline.

It is the responsibility of the client to provide the Operator, in advance, with detailed flight information. This includes for arrival transfers: date of arrival, airline name and flight number, arrival time, and country of origin. For departures this would include date of travel, airline name and flight number, departure time, destination.

If a passenger fails to join a tour, or joins it after departure, or leaves the tour prior to completion of said tour, no refund will be made.

Prices are subject to adjustment in the event of changes in Value Added Tax, fuel prices, air fares or hotel charges.

Reservations arranged by us on your behalf with third party supplies are subject to the individual supplier’s own cancelation policy.

The Operator acts as an agent in the reservation of hotels, flights, and car hire and tour packages. As such, the Operator accepts no liability whatsoever for any loss or damage which any passenger may suffer because of the failure of such principals to fulfill their obligations to travel arrangements, accommodation or otherwise howsoever.

Porter fees

Porter fees cover the handling of one standard-sized suitcase and one piece of hand luggage.  Where large groups are assisted by airport porters, giving a reasonable donation (at visitor’s discretion) has become standard practice.   It is encouraged that Porter Fees is included for groups of five (5) passengers and more. 

Aquella Travel accepts no responsibility for any loss or damage to luggage or personal property from whatsoever causes arising. 


All transportation is conducted in air-conditioned coaches, microbuses, or sedan vehicles. Aquella Travel therefore reserves the right to make use of smaller coaches, microbuses, or sedan vehicles, depending on the number of participating clients.

Passports, Visas and Travel Documents

The onus rests on the passenger to ensure that all their travel documents are in order.  Aquella Travel will not be held liable for any loss because of errors.


No smoking is permitted on any type of transportation.  Regular stops are included en route.

Liability and exclusions

  • All drivers are licensed in terms of local legislation. 
  • All vehicles are safe and comply with the necessary safety regulations. 
  • Aquella Travel takes every precaution to ensure the safety of its Clients, and therefore the Clients undertake all tours at their own risk. 
  • Aquella Travel accepts no responsibility for any death, injury or loss, which might occur.


All Clients are advised to take the necessary anti-malaria precautions (where applicable) and to make sure that they bring any special or personal medication with them.


The Client acknowledges and agrees that:  

The Tourist Guide / Tour Leader’s decision shall be final and binding always. 

He / she will comply with the laws, customs and foreign exchange regulations of all countries visited. 

He / she will not become a nuisance to the group or the Tour Leader, and if this occurs, the client shall be requested by Aquella Travel to leave the tour and without any refund and shall be obliged to make his / her own way home at his / her own expense.  

Aquella Travel cannot be held responsible for any charges that appear on a passenger’s credit card, nor accept the responsibility of having any of these charges reversed or corrected upon the passenger’s return to / from South Africa.

The Company, in deciding for transportation, conveyance, hotel accommodation or any other service, acts as agents only and is not liable as a principle. Aquella Travel does not own, manage, control, or operate any transportation vehicle, any hotel or restaurant or any other supplier service.

Bookings for the services provided by our suppliers will form a direct contract between passengers and the relevant supplier and will also be subject to the suppliers Terms and Conditions.

Furthermore, the Company shall not be liable for any injury, death, loss, damage, accident, delay, or inconvenience, howsoever caused, during any journey, tour, residence, or other facility arranged or booked by the Company. The Company is not liable for any failure to make satisfactory or any arrangements or booking, whether such failure is occasioned by any of its servants, agents, principals, sub-contractors or otherwise. Any loss or additional expense due to delays, changes or cancellations of air, rail, road, sea or any other service, strikes, sickness, theft, war, weather, or other causes, will have to be borne by the passenger. If you are not satisfied with any aspect of your arrangements, you must immediately inform our local supplier who will endeavor to resolve the issue at the time. If on your return you have a further complaint or query, you should notify your Travel Agent within 30 days of the original service. All information contained in the Aquella Travel brochures, flyers, itineraries, website, electronic media etc. are to the best of our knowledge and belief accurate at the time of publication, but Aquella Travel accepts no liability for errors / inaccuracies that may occur.

Unscheduled extensions:

In the event of there being an unscheduled extension to the holiday caused by flight delays, bad weather, strikes or any other cause which is beyond the control of the Operator, it is understood that the expenses relating to these unscheduled extensions, will be for the account of the passenger.

The Operator shall not be liable for any loss or expenses arising from the loss of property, cancellation or limitation of any tour however caused. If sickness or accident interrupts a tour, the operator shall not be liable for any cost or expense arising there from. The operator shall not be liable for any refund, either partial or total, of passage money paid except for refunds being owed from any of the earlier paragraphs.

You are strongly advised to take out adequate insurance against all risks including personal injury, death, baggage loss, theft and cancellation or curtailment of tour. All tours are booked, and all tour arrangements are made on the express condition that the Operator shall not be responsible for, and shall be exempt from, all liability in respect of any loss, damage, accident, delay, or inconvenience to any person, or his or her luggage, or other property, wherever, whenever, and howsoever the same may occur.

For certain adventure activities and at all game lodges, clients will be required to sign an indemnity form, in respect of release of liability for damage or loss to personal belongings, personal injury, and third-party injury by client or visitor. This is a matter between the supplier, hotel or lodge and the client. The Operator shall not be responsible for and shall be exempt from all liability in respect of any loss, damage, accident, delay, or inconvenience to any person, or his or her luggage, or other property, wherever, whenever, and howsoever the same may occur.

The operator reserves the right to alter routes and itineraries for any reason but will inform and consult with clients of such changes prior to departure.

The law of South Africa shall govern the relationship between the Operator and the passenger, and the Courts of South Africa shall have sole jurisdiction in respect of any claims and / or disputes, which may arise between the Operator and the passenger, or Agent.

On acceptance of a quote and payment it will be considered that the client has agreed to the terms and conditions as stipulated herein

We'd love to hear from you

Let's plan your Safari

With almost 20-years in the trade, Aquella Travel has the expertise to help you enjoy Africa

Reach us through

Social Networks

Send us a Message