Refund & Cancellation Policy

Last updated 31 July 2026

What this policy covers

Professor AB Stuurman Ka Nxuba Guest House provides accommodation and related services rather than physical goods, so there is nothing to post back to us. In this policy a "return" means a refund of money you have paid us. It covers deposits, full payments and any extras paid in advance.

Cancelling your booking

• Free cancellation up to 72 hours before check-in. Cancellations inside 72 hours forfeit the deposit.
• Cancel more than 72 hours before your check-in date and we refund everything you have paid, in full.
• Cancel within 72 hours of check-in and the deposit is forfeited. Anything paid above the deposit is refunded.
• If you do not arrive and have not told us, no refund is due.
• We would far rather move your booking than keep your money. If your plans change, ask us about new dates first.

How to cancel

• Use the Manage My Booking page with your booking reference and the email address you booked with.
• Or call +27 719448893 or email ladyndish@gmail.com with your reference.
• A cancellation takes effect when we receive it, so please send it as early as you can. We will confirm it in writing.

How a refund is paid

• Refunds are always returned by the same method you used to pay.
• Card payments are refunded to the same card through PayFast. We cannot pay a card refund out in cash or by EFT.
• EFT payments are refunded to the account the money came from. We may ask you to confirm the account details in writing before we release it.
• We do not charge a fee to process a refund. Your own bank may charge for receiving one.

How long a refund takes

• We start a refund within 2 working days of agreeing it with you.
• EFT refunds usually reflect within 2 to 5 working days.
• Card refunds usually reflect within 5 to 10 working days, depending on your bank.
• If more than 15 working days pass and you have not seen the money, contact us with your booking reference and we will trace it.

Leaving early

If you check out before the end of a confirmed stay, unused nights are not normally refunded, because the room has been held for you and turned away from others. If you have to leave early because of an emergency, tell us and we will treat it sympathetically.

If we have to cancel

• We will only ever cancel a confirmed booking in exceptional circumstances, such as damage that makes a room unsafe.
• In that case you may choose a full refund of everything paid, or a comparable room here or at a nearby guest house of a similar standard, and we will help arrange it.
• Where the fault is ours we will also refund any deposit you have paid in full, without deduction.

Overpayments and errors

If you pay us twice, or pay more than you owe, tell us and we will return the difference in full by the same method, usually within 2 working days.

If you are unhappy with a refund

Please contact us before you approach your bank. A chargeback takes weeks to resolve and costs us both time, whereas most disputes are settled in a single phone call. Call +27 719448893 or email ladyndish@gmail.com with your booking reference and we will look into it straight away.

Your rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or any other South African law.