Refund Policy

Foreword

This Policy governs Travel Afrique's Refund Policy for Travelers ("Refund Policy"). The Refund Policy applies in addition to our Terms and Conditions . The Refund Policy applies to travelers ("Travelers", "Traveler") who book and pay for travel services from Service Providers (e.g. travel agencies, hotels, etc.) through Travel Afrique's Platform and experience a Travel Problem (as defined below).

The Traveler's rights under this Refund Policy take precedence over the Service Provider's cancellation policy set forth in the Service Provider's offers. By using the Travel Afrique Platform as a Traveler or a Service Provider, you are indicating that you have read and that you understand and agree to be bound by this Refund Policy.

1. Travel Problem

A "Travel Problem" occurs when the Service Provider (i) cancels a booking before the scheduled start date or shortly after the start date of the booked service.

If only particular parts of the trip are canceled, provided that the trip does not endanger the health or life of the traveler due to unforeseeable circumstances mentioned above, the Service Provider is obliged offer an equivalent substitute Service at no extra cost. If this is not possible, the amount paid for the partial Service shall be refunded to the traveler, however, the remaining part of the booked service or services will not be cancelled.

2. The Refund Policy

2.1. Cancellation by Service Providers

Service Providers may cancel a Service at any time prior to departure if it is not possible for them to offer the booked service due to terrorism, natural disasters, pandemic measures, political instability or other unforeseen circumstances.

If you are a Traveler and suffer a Travel Problem prior to the delivery of your booked Service, we agree, at our discretion, to either (i) refund the full amount paid by you through the Travel Afrique Platform or (ii) make appropriate efforts to help you find and book another Service that is comparable or better in terms of quality to the previous one in your original booking at no additional costs. If no equivalent Service can be provided on the specified original date, the Traveler may transfer all amounts paid to another date or request a full refund.

In general, Travel Afrique will determine whether a problem reported by a Traveler qualifies as a Travel Problem, whether to refund a Traveler or rebook a Trip who has a Travel Problem, and whether an alternative offer is comparable or better.

Travel Afrique is not liable for any incidental expenses a Traveler incurs as a result of any cancellation of a booking, including but not limited to visas, vaccinations, travel insurance deductibles or non-refundable flights.

2.2. Cancellation by Traveler

If you cancel some or all parts of your booking, cancellation fees will apply. Cancellation will not be effective until we receive written confirmation of cancellation. An email message is already sufficient. Each trip has its own cancellation policy, which is individually defined by each Service Provider. The cancellation policy and possible refunds are displayed on each offer, which the Traveler can access on his Travel Afrique Account. In his or her Travel Afrique Account the Traveler has an overview of the amount he or she can be refunded up to how many days before the delivery of the booked Service.

3. Conditions for making a Claim

To submit a valid claim for a Travel Problem and receive the refund with respect to the booking, you must meet each of the following conditions:

• you are the Traveler that booked the Service or Services;
• you must report the Travel Problem to us in writing (email us) within 24 hours of discovering the existence of the Travel Problem, and you must inform us about the circumstances of the Travel Problem;
• you must respond to all inquiries from us for additional information or assistance regarding the Travel Problem within the time period defined by us;
• you must not have caused the Travel Problem, either directly or indirectly (by your act, neglect, or willful misconduct);
• unless Travel Afrique otherwise determines that the travel problem cannot be resolved, you must use reasonable efforts to attempt to resolve the circumstances of the Travel Problem with the Service Provider.

4. Minimum Quality Standards, Service Provider Responsibilities and Refunds to Travelers

4.1. Responsibilities of a Service Provider

If you are a Service Provider, you are responsible for ensuring that the services you provide on the Travel Afrique Platform are accessible, reasonably and accurately described and safe and do not present the Traveler with Travel Problems, as set forth in these Terms. During the period in which the Traveler is using the booked Service(s), the Service Provider should be available or provide a third party to attempt in good faith to resolve any travel problems or other issues that may arise.

4.2. Refunds to Travelers

If you are a Service Provider and (i) Travel Afrique determines that a Traveler has suffered a Travel Problem in connection with a Service provided by you and (ii) Travel Afrique either compensates that Traveler (up to the total cost) or offers the Traveler an alternative Service, you agree to reimburse Travel Afrique for the amount paid by Travel Afrique within 14 days of Travel Afrique's request.

If the trip is transferred to another Service Provider, you also agree to reimburse Travel Afrique for reasonable additional costs incurred to reassign the Traveler.

4.3. Refund Policy in relation to the Cancellation Policy of the Service Provider

As a Service Provider, you understand that the Travelers' rights under this Refund Policy will replace any cancellation terms you may choose. If you dispute the Travel Problem, you may notify us in writing or by phone and provide us with information and evidence disputing the claims regarding the Travel Problem. To dispute a Travel Problem, you must make fair and good faith efforts to resolve the Travel Problem with the Traveler, unless Travel Afrique advises you that the Travel Problem cannot be resolved or the Traveler has cancelled the Service.

5. General Provisions

5.1 No Assignment/No Insurance

This Refund Policy is not an offer of insurance, does not issue insurance or constitute a contract of insurance, is not in lieu of any insurance purchased or to be purchased by the Traveler, and the Traveler hereunder has not paid any premium for the Refund Policy. Benefits under this Refund Policy are not assignable or transferable by you.

5.2 Modification or Termination

Travel Afrique reserves the right to modify or discontinue this Refund Policy at any time at its own discretion. If Travel Afrique changes this Refund Policy, we will publish the changes on the Travel Afrique Platform or inform you of the change, and Travel Afrique will continue to process all claims for travel issues made prior to the effective date of the change in accordance with the Policy then in effect.

5.3 Entire Agreement

This Refund Policy represents the sole and entire agreement between Travel Afrique and you with respect to the Refund Policy and replaces any prior oral or written understandings or agreements between Travel Afrique and you with respect to the Refund Policy.

6. Contacting Travel Afrique

If you have any questions about the Refund Policy, please contact us via contact@travelafrique.com.