Refund Policy

RedRock Tours – Refund Policy

Effective Date: 19 November 2025
Company Name: RedRock Tours trading under MM Withers Investments (Pty) Ltd
Contact: info@redrocktours.co.za | +27 64 922 8109

RedRock Tours (“we”, “our”, “us”) values transparency and strives to offer clear and fair refund terms for all guests engaging with our private, commercial, off-road, and VIP tours throughout South Africa. By making a booking, you acknowledge and agree to the terms below.

1. Non-Refundable Deposit Requirement

To secure any booking with RedRock Tours, guests are required to pay a non-refundable 50% deposit at the time of booking.

• This deposit guarantees your tour date, vehicle allocation, guide scheduling, and all related logistics.

• The 50% deposit is strictly non-refundable under all circumstances, including cancellations, changes of mind, missed departures, or inability to attend.

2. Remaining Balance Payment

The remaining 50% balance is payable:

• 7 days before the tour date for day tours and standard trips

• 14 days before the tour date for multi-day, VIP, off-road, or commercial packages

Failure to pay the remaining balance by the required date may result in the cancellation of your booking, with the non-refundable deposit forfeited.

3. Cancellation Policy

3.1 Cancellations by the Customer

If you choose to cancel your tour after the deposit has been paid:

• The 50% deposit will not be refunded.

• If the remaining 50% balance has already been settled:

  • More than 14 days before the tour: 50% refund of the remaining balance

  • 7–14 days before the tour: 25% refund of the remaining balance

  • Less than 7 days before the tour: No refund will be issued

3.2 No-Shows

If a customer does not arrive for the scheduled tour (“no-show”), no refunds will be issued.

4. Rescheduling Policy

We understand travel plans can change. Rescheduling is possible under the following conditions:

• More than 14 days’ notice: We will reschedule your tour once at no additional charge.

• 7–14 days’ notice: Rescheduling may incur an administrative fee of 20% of the tour price.

• Less than 7 days’ notice: Rescheduling is subject to availability and a 40% fee may apply.

• Deposits remain non-refundable even when rescheduling.

All rescheduling is subject to guide availability, vehicle allocation, and third-party partner schedules.

5. Cancellations by RedRock Tours

In rare circumstances where RedRock Tours must cancel a tour due to unsafe weather conditions, vehicle issues, guide illness, or unforeseen operational disruptions, we will:

• Offer to reschedule your tour at no additional cost, OR

• Offer a partial refund (excluding the non-refundable 50% deposit), OR

• Issue a credit voucher equal to the amount paid (excluding the deposit), valid for 12 months

We do not issue full refunds under any circumstances.

6. Third-Party Services & Activity Refunds

Some tours include activities operated by third-party providers (e.g., safari lodges, boat charters, wine estates, adventure operators). Their cancellation and refund policies may differ from ours.

• Refunds related to third-party bookings will follow the supplier’s terms.

• RedRock Tours is not responsible for independent cancellation rules outside our control.

7. Weather Policy

Tours will operate in most weather conditions unless deemed unsafe.

• If a tour is cancelled due to severe or unsafe weather, we will attempt to reschedule.

• If rescheduling is not possible, a partial refund or credit voucher (excluding the non-refundable deposit) will be provided.

8. Refund Processing Timeline

Approved refunds (excluding deposits) will be processed within:

• 7–14 business days for South African accounts

• 14–21 business days for international accounts

Refunds will be issued to the same payment method originally used.

9. Non-Refundable Items and Circumstances

RedRock Tours does not provide refunds for:

• The mandatory 50% booking deposit

• No-shows or late arrivals

• Missed activities due to customer delays

• Changes of mind or personal circumstances

• Weather conditions unless the tour is officially cancelled

• Visa issues, flight cancellations, or travel documentation problems

• Special requests or custom itinerary fees

• Bank or transaction charges

• Third-party cancellation penalties

10. Acceptance of This Policy

By making a booking and paying the required deposit, you confirm that you have read, understood, and agreed to RedRock Tours’ Refund Policy.

11. Contact Information

For refund enquiries or assistance, contact us at:

RedRock Tours trading under MM Withers Investments (Pty) Ltd
Email: info@redrocktours.co.za
Phone: +27 64 922 8109
Website: www.redrocktours.co.za