Cancellation & refund policy

Last updated: 3 October 2026

This policy applies to accommodation booked online at Zororo Lodge. The rate plan you select at checkout (e.g. Flexible or Non-refundable) determines your cancellation rights.

1. Flexible rates

Where your confirmation states a Flexible (refundable) rate:

• You may cancel free of charge up to 48 hours before 14:00 on your scheduled check-in date (local lodge time), unless a different deadline is shown in your confirmation email.
• Cancellations within the non-refundable window may forfeit the first night or full stay as stated in your confirmation.
• Approved refunds are processed to the original payment method via PayFast where possible; bank processing times may apply (typically 5–10 business days).

2. Non-refundable rates

Where you select a Non-refundable rate, the booking is final. No refund is due if you cancel, amend dates, or do not arrive (no-show), except where required by law or at our sole discretion in exceptional circumstances.

3. How to cancel or amend

• Sign in to the guest portal where self-service cancellation is available, or
• Email [email protected] with your confirmation code.

Date changes are subject to availability and rate differences.

4. No-shows and early departure

Failure to check in on the arrival date without cancellation may be treated as a no-show and charged in full. Early departure does not automatically entitle you to a refund for unused nights unless agreed in writing.

5. Lodge-initiated cancellation

If we must cancel your booking, you will receive a full refund of amounts paid for accommodation or the option to rebook at no extra cost.

6. Chargebacks

Please contact us before initiating a chargeback so we can resolve the issue. Unjustified chargebacks may be disputed with evidence of confirmed service.

7. Disputes

We aim to resolve complaints fairly and promptly. If you are not satisfied, you may refer the matter to relevant consumer protection bodies in South Africa where applicable.