1. Purpose of This Policy
This Refund Policy explains how SBWL BnB handles refunds arising from accommodation booking cancellations, changes and circumstances where SBWL BnB cannot provide the booked accommodation.
2. When a Refund May Apply
A full or partial refund may apply depending on the circumstances, including:
- A cancellation that qualifies for a refund under the SBWL BnB Cancellation Policy.
- SBWL BnB being unable to provide the booked accommodation.
- An incorrect or duplicate payment being identified.
- Another circumstance in which a refund is required under applicable law.
3. Cancellation-Related Refunds
Where a guest cancels a booking, the amount refundable will depend on the circumstances and any reasonable cancellation charge that may apply.
Guests should review the Cancellation Policy before cancelling a booking.
4. Full Refunds
Where the circumstances qualify for a full refund, SBWL BnB will refund the applicable amount paid for the affected booking.
A full refund does not include any amount that was not actually paid to SBWL BnB as part of the booking transaction.
5. Partial Refunds
Where only part of a booking amount is refundable, SBWL BnB will calculate the refund based on the applicable cancellation terms and the circumstances of the booking.
6. SBWL BnB Cancelling a Booking
If SBWL BnB cannot provide the booked accommodation and an alternative arrangement is not accepted or reasonably available, SBWL BnB will provide an appropriate refund where required by the circumstances and applicable law.
7. Duplicate or Incorrect Payments
If a customer is charged more than the amount properly due for a booking, SBWL BnB will investigate the transaction and arrange an appropriate correction or refund where applicable.
8. Refund Method
Where practical and supported by the payment provider, refunds will be processed using the original payment method or payment channel used for the booking.
9. Refund Processing Time
Once SBWL BnB approves a refund, the timing for the funds to reach the customer may depend on the payment provider and the customer's financial institution.
SBWL BnB will provide reasonable assistance where a customer needs information about the status of an approved refund.
10. Refunds and Consumer Rights
Nothing in this Refund Policy is intended to remove, restrict or waive any consumer right that applies under South African law.
11. Refund Enquiries
Customers who believe that they are entitled to a refund should contact SBWL BnB using the customer-service contact details published on the website.
Customers should provide their booking reference and phone number when contacting SBWL BnB about a booking, where applicable.
12. Payfast Refunds
Where a refund is processed through Payfast, the refund will be subject to Payfast's applicable refund functionality and requirements.