Cancellation and Refund Policy

Cancellation and Refund Policy

ScandiAfrica Tours and Travel Company Ltd

Connecting the World, Creating Memories.

1. Introduction

At ScandiAfrica Tours and Travel Company Ltd, we understand that travel plans may change due to unforeseen circumstances.

Our goal is to provide customers with clear, transparent, and fair cancellation and refund procedures.

This policy explains the proposed conditions governing booking cancellations, refunds, rescheduling, and changes to travel arrangements.

This policy applies to travel services booked directly through ScandiAfrica, subject to any specific booking conditions communicated before confirmation and applicable consumer protection laws.

2. Booking Confirmation and Payments

A booking is considered confirmed when ScandiAfrica has accepted the reservation and the customer has fulfilled the applicable booking requirements.

Depending on the travel service, customers may be required to pay:

• A booking deposit.
• An advance payment.
• The full booking amount.

Payment requirements and deadlines will be communicated before booking confirmation.

Some travel services may require immediate payment to secure availability.

3. Customer-Initiated Cancellations

Customers who wish to cancel a confirmed booking should contact ScandiAfrica as soon as possible.

Cancellation requests should be submitted through an official company communication channel.

Customers should provide:

• Full name.
• Booking reference number.
• Travel destination.
• Scheduled travel date.
• Reason for cancellation, where the customer wishes to provide one.
• Contact information.

ScandiAfrica will acknowledge the request and communicate the applicable cancellation conditions.

4. Proposed Cancellation Charges

Unless different terms were disclosed and agreed before booking, the following cancellation structure is proposed for eligible ScandiAfrica-operated tour packages.

These percentages are proposals and are not yet approved company policy.

They should not be applied to third-party services with separately disclosed cancellation conditions.

The company must confirm whether the percentages apply to the total booking amount or payments received, how deposits are treated, and whether any additional charges are permitted.

Any cancellation charges must be disclosed before booking confirmation and must comply with applicable law.

5. Non-Refundable Services

Certain travel services may be non-refundable or subject to special cancellation conditions.

Examples may include:

• Promotional airline tickets.
• Non-refundable hotel reservations.
• Special event tickets.
• Certain national park permits.
• Visa application fees.
• Customized travel arrangements involving committed third-party expenses.

Any non-refundable conditions will be communicated before booking confirmation.

A service will not be treated as non-refundable solely because it appears in this list.

The applicable supplier terms, customer agreement, and legal requirements will determine whether a refund is available.

6. Cancellation by ScandiAfrica

ScandiAfrica may occasionally need to cancel a confirmed travel service due to operational difficulties, safety concerns, supplier failures, or circumstances beyond reasonable control.

Where ScandiAfrica cancels a service, customers will be informed as soon as reasonably practicable.

Depending on the circumstances, customers may be offered:

1. An alternative travel arrangement.
2. Rescheduling to another available date.
3. A travel credit, where voluntarily accepted.
4. A refund where required by the booking agreement or applicable law.

Customers will not be required to accept a travel credit in place of a refund where they have a legal right to a monetary refund.

7. Booking Changes and Rescheduling

Customers may request changes to:

• Travel dates.
• Destinations.
• Accommodation arrangements.
• Transportation arrangements.
• Number of travellers.
• Selected travel activities.

Approval of changes will depend on availability and applicable supplier conditions.

Additional charges may apply where changes increase the cost of the original booking.

Any applicable charges will be communicated before the customer confirms the changes.

Where the requested changes reduce the cost of a booking, any resulting refund or credit will depend on the applicable booking terms and supplier conditions.

8. Refund Eligibility

Refund eligibility will depend on:

• The nature of the booked service.
• The cancellation date.
• Applicable booking terms.
• Supplier cancellation conditions.
• Whether services have already been delivered.
• Whether non-refundable expenses were clearly disclosed.
• Applicable consumer protection laws.

Refund requests will be reviewed fairly and consistently.

Where a customer has a statutory right to a refund, that right will take precedence over conflicting provisions of this policy.

9. Refund Processing

Approved refunds will generally be issued through the original payment method where technically possible and appropriate.

Alternative refund methods may be arranged where necessary and legally permitted.

Proposed processing target: ScandiAfrica aims to initiate approved refunds within 14 business days after confirming eligibility and receiving the information reasonably required to process the refund.

This is a proposed operational target, not a guarantee that funds will reach the customer's account within that period.

Actual receipt may depend on banks, payment gateways, mobile money providers, and other financial institutions.

Where applicable law requires a shorter refund period, the legal requirement will apply.

10. Payment Gateway and Transaction Charges

Payment processing providers may impose transaction charges or currency conversion fees.

The treatment of such charges in a refund will depend on:

• The payment provider's terms.
• The booking agreement.
• The reason for cancellation.
• Applicable law.

Any non-refundable transaction charges must be clearly disclosed where required.

ScandiAfrica will not impose undisclosed deductions or charges that are prohibited by law.

11. Visa Rejections and Immigration Restrictions

Visa applications and immigration approvals are determined by the relevant government authorities.

ScandiAfrica cannot guarantee visa approval or entry into a destination.

Where a customer cancels travel because of a visa rejection, refund eligibility will depend on the relevant booking conditions and the extent to which travel arrangements can be cancelled or recovered.

Customers are encouraged to confirm visa requirements before making non-refundable travel commitments.

Where ScandiAfrica provides visa consultation services, the applicable service fees and refund conditions will be disclosed before payment.

12. Missed Departures and No-Shows

Customers are responsible for arriving at designated departure locations at the communicated time.

Failure to appear for a scheduled departure may result in the loss of some or all payments, depending on the applicable booking conditions.

ScandiAfrica will consider the circumstances of the missed departure and any available alternatives.

Where legally required, appropriate refunds or remedies will remain available.

13. Weather Conditions and Travel Disruptions

Travel activities may be affected by:

• Heavy rainfall.
• Severe storms.
• Flooding.
• Road closures.
• Flight disruptions.
• National park restrictions.
• Government travel advisories.
• Other unforeseen circumstances.

Where disruptions affect a scheduled tour, ScandiAfrica will make reasonable efforts to provide alternative arrangements.

Depending on the circumstances, customers may be offered rescheduling, alternative services, or appropriate refunds.

Refund eligibility will depend on the booking agreement, supplier terms, and applicable law.

14. Medical Emergencies and Personal Circumstances

Customers who cannot travel because of illness, injury, family emergencies, or other personal circumstances should contact ScandiAfrica promptly.

Where possible, we may assist customers in requesting:

• Booking rescheduling.
• Alternative travel arrangements.
• Available supplier refunds.
• Documentation for travel insurance claims.

Medical emergencies do not automatically guarantee a full refund.

Customers are encouraged to obtain suitable travel insurance covering cancellation and interruption risks.

15. Group Bookings and Customized Tours

Group tours, private tours, and customized travel packages may involve special arrangements and advance commitments.

These bookings may therefore be subject to specific cancellation conditions.

Any special conditions will be communicated before booking confirmation.

Where group members cancel individually, the remaining group price may change if the original pricing depended on the number of participants.

Any resulting changes will be explained before implementation.

16. Travel Credits

Where appropriate, ScandiAfrica may offer travel credits as an alternative to refunds.

Travel credits may be subject to:

• An agreed validity period.
• Eligible travel services.
• Availability requirements.
• Any agreed transfer restrictions.

The applicable conditions will be communicated before acceptance.

Travel credits will only replace monetary refunds where the customer agrees or where otherwise legally permitted.

17. How to Request a Refund

Customers seeking a refund should contact ScandiAfrica through its official communication channels.

Refund requests should include:

1. Customer's full name.
2. Booking reference number.
3. Original travel dates.
4. Description of the booked service.
5. Reason for the refund request.
6. Relevant payment confirmation or transaction reference.

Additional information may be requested where reasonably necessary to verify the booking and process the refund securely.

Customers should not send passwords, PINs, or complete payment card details.

18. Refund Disputes and Complaints

Customers who disagree with a refund decision may request a review.

ScandiAfrica will make reasonable efforts to investigate complaints and explain the basis of its decisions.

Customers retain the right to seek assistance from relevant consumer protection authorities, payment providers, or other legally available dispute resolution mechanisms.

19. Changes to This Policy

ScandiAfrica may update this Cancellation and Refund Policy to reflect changes in its services, supplier arrangements, operational requirements, or applicable laws.

Updated versions will be published on our website.

Changes will not automatically alter the cancellation rights attached to previously confirmed bookings unless permitted by applicable law and agreed where required.

20. Contact Information

For cancellation requests, refund inquiries, or booking assistance, please contact:

ScandiAfrica Tours and Travel Company Ltd

Registration Number: 80047916517468

Location: Katabi-Busamabaga, Entebbe Municipality, Wakiso District, Uganda.

Telephone: +256 782 979 197

WhatsApp: +256 774 145 793

Website: scandiafricatours.com

Email: To be confirmed.

Effective Date: To be confirmed upon client approval.

© 2026 ScandiAfrica Tours and Travel Company Ltd. All rights reserved.