Refund policy

Prestige Horizon Travel (Pty) Ltd
Effective Date: 9 August 2026

At Prestige Horizon Travel, we understand that travel plans can change. This Refund & Cancellation Policy explains how cancellations, changes, refunds, and credits are handled for travel services booked through us.

This policy should be read together with our Terms of Service and the specific terms and conditions provided with your booking.

1. General Refund Principle

Refunds are subject to the cancellation and refund conditions of the relevant travel supplier.

Because Prestige Horizon Travel works with independent suppliers such as airlines, hotels, resorts, tour operators, activity providers, and other travel businesses, different bookings may have different cancellation rules.

A payment made to Prestige Horizon Travel does not automatically guarantee a refund.

Where a supplier considers a booking non-refundable, Prestige Horizon Travel may be unable to refund the corresponding amount.

2. Deposits

Deposits are generally used to secure accommodation, activities, flights, transfers, or other travel arrangements.

Unless otherwise stated in writing, deposits may be non-refundable where the relevant supplier has retained the deposit or imposed a cancellation charge.

Before making payment, clients should review the applicable booking conditions.

3. Cancellation by the Client

Clients who wish to cancel a booking must notify Prestige Horizon Travel as soon as possible in writing.

Cancellation requests should include:

• Client's full name;
• Booking reference;
• Travel dates;
• Services being cancelled; and
• Reason for cancellation, where relevant.

The date on which Prestige Horizon Travel receives the cancellation request will be used when determining the applicable cancellation conditions, where permitted by the supplier.

4. Cancellation Charges

Cancellation charges vary depending on the booking.

A supplier may charge:

• A percentage of the booking value;
• A fixed cancellation fee;
• Loss of the deposit;
• The full booking amount; or
• Other applicable charges.

The applicable supplier cancellation policy will determine the amount refundable.

Where a supplier provides a partial refund, Prestige Horizon Travel will process the amount received or otherwise due to the client, subject to any lawful and applicable charges.

5. Non-Refundable Bookings

Certain travel products may be sold as non-refundable.

These may include, but are not limited to:

• Promotional accommodation rates;
• Certain airline fares;
• Special packages;
• Event tickets;
• Certain activities;
• Advance-purchase rates;
• Selected holiday packages; and
• Other products identified as non-refundable by the supplier.

Where a booking is identified as non-refundable, the client may not be entitled to a refund if they cancel.

Any exceptions will be subject to the supplier's terms and applicable law.

6. Refunds for Supplier Cancellations

If a supplier cancels a service, Prestige Horizon Travel will communicate the options made available by the supplier.

Depending on the circumstances, the supplier may offer:

• A full or partial refund;
• A travel credit;
• Alternative dates;
• Alternative accommodation;
• A replacement service; or
• Another remedy.

The available remedy will depend on the circumstances, the supplier's policy, and applicable law.

Prestige Horizon Travel will assist the client in communicating with the supplier where reasonably possible.

7. Changes Instead of Cancellation

Where possible, clients may request to change their booking instead of cancelling it.

Changes are subject to:

• Availability;
• Supplier approval;
• Fare or rate differences;
• Amendment fees;
• Cancellation conditions; and
• Other applicable charges.

A change request does not guarantee that the booking can be amended.

8. Flights

Flight bookings are subject to the fare rules and conditions of the relevant airline.

Depending on the fare purchased, a flight may be:

• Refundable;
• Partially refundable;
• Changeable for a fee;
• Changeable with a fare difference; or
• Non-refundable.

Airline cancellation and refund rules will apply to the flight booking.

Where an airline provides a refund, processing may take additional time depending on the airline and payment method.

9. Accommodation

Accommodation bookings are subject to the cancellation policy applicable to the specific property and rate booked.

Some accommodation bookings may allow free cancellation until a specific date, while others may be partially refundable or completely non-refundable.

Clients should check the cancellation terms included in their booking confirmation.

10. Activities and Excursions

Activities and excursions are subject to the cancellation policy of the relevant activity provider.

Where an activity requires advance payment, the amount may be non-refundable if the client cancels within the supplier's restricted cancellation period.

Weather-related cancellations made by the activity provider may be handled according to the provider's own policy.

11. Late Cancellation and No-Show

A no-show occurs when a client does not arrive for a booked service without cancelling it in accordance with the applicable cancellation procedure.

No-show bookings may be charged at 100% of the booking value or may be completely non-refundable, depending on the supplier.

Clients should contact Prestige Horizon Travel as soon as possible if they expect to arrive late or cannot use a booked service.

12. Early Departure

If a client voluntarily leaves accommodation or ends a trip earlier than the booked dates, the unused portion of the booking is not automatically refundable.

Any refund will depend on the applicable supplier's policy.

13. Missed Flights, Transfers or Activities

Prestige Horizon Travel is not responsible for missed flights, transfers, tours, activities, or other services caused by the client's failure to arrive at the required time.

Any refund or rebooking will be subject to the relevant supplier's policy.

Additional costs may apply.

14. Refund Processing

Where a refund is approved, Prestige Horizon Travel will process the refund after the applicable funds have been received from the supplier, where applicable.

Refund processing times may vary depending on:

• The supplier;
• Airline or accommodation provider;
• Payment method;
• Banking institution;
• International payment processing; and
• Other circumstances outside our control.

We will communicate with the client regarding the status of the refund where reasonably possible.

15. Refund Method

Where possible, refunds will be returned using the original payment method.

Prestige Horizon Travel may request verification of the client's banking or payment details before processing a refund.

Refunds will generally not be made to an unrelated third party unless the client provides appropriate written authorisation and the transaction is permitted under applicable law.

16. Administrative or Service Charges

Where permitted by law and disclosed to the client, certain administrative, booking, amendment, or service fees charged by Prestige Horizon Travel may be non-refundable.

Such fees may cover services already provided, including:

• Travel planning;
• Booking administration;
• Supplier communication;
• Itinerary preparation;
• Changes;
• Cancellation processing; or
• Other travel management services.

Any applicable fee will be communicated to the client before it is charged where reasonably possible.

17. Refunds and Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to remove or unlawfully limit any rights a client may have under applicable South African consumer-protection legislation.

Where mandatory legal rights apply, those rights will take precedence over any conflicting provision of this policy.

18. Force Majeure and Exceptional Circumstances

Travel plans can sometimes be affected by circumstances outside the control of Prestige Horizon Travel or the relevant supplier.

These may include:

• Natural disasters;
• Severe weather;
• Floods;
• Fires;
• Pandemics or epidemics;
• Government restrictions;
• Civil unrest;
• War;
• Strikes;
• Airport closures;
• Transport disruptions; or
• Other extraordinary circumstances.

In these situations, refunds, credits, postponements, or alternative arrangements will depend on the options made available by the relevant supplier and applicable law.

19. Travel Insurance

Clients are strongly encouraged to purchase suitable travel insurance.

Travel insurance may provide cover for certain cancellations, medical emergencies, delays, lost baggage, and other unforeseen circumstances, depending on the policy.

Prestige Horizon Travel does not guarantee that an insurance claim will be approved.

Clients are responsible for reviewing their insurance policy and submitting any required claims directly to the insurer.

20. How to Request a Refund

To request a cancellation or refund, contact us using the details below.

Email: info.prestigehorizontravel@gmail.com

Please include:

Full Name:
Booking Reference:
Travel Dates:
Service Booked:
Reason for Cancellation:
Refund Request:

We will review the request and advise you of the applicable cancellation conditions and refund options.

21. Final Confirmation

By making a booking through Prestige Horizon Travel, the client acknowledges that:

• Cancellation terms may differ between suppliers;
• Some payments and bookings may be non-refundable;
• Supplier cancellation policies may apply;
• Refunds are subject to applicable supplier rules and South African law; and
• Any refund will be processed in accordance with the applicable booking conditions.

Prestige Horizon Travel (Pty) Ltd
Travel made personal. Experiences made unforgettable.

Email: info.prestigehorizontravel@gmail.com
Website: prestigehorizontravel.co.za

Last Updated: 9 August 2026