Refund, Cancellation & Rental Agreement Policy
Elite Hospitality South Africa (Pty) Ltd, Reg. No. 2020/632150/07. Refunds, where due, are paid to the original payment method.
1. General rule
Most of our products and services are non-refundable once purchased or started. This includes consultations, some deposits and some reservations. Whether a deposit or reservation is refundable is stated in your quote or at booking, and the terms stated there apply. The refundable cases are listed below.
2. Rental agreement and acceptance of this policy
For serviced apartment, short-term, medium-term and corporate stays booked with us directly, the guest must sign our Rental Agreement (together with ID verification) before check-in. No access details are released until it is signed and payment is received. Before paying through our website payment page you must also tick a box confirming you have read and accept this Refund, Cancellation and Rental Agreement Policy. The Rental Agreement and this policy are meant to be read together.
3. Accommodation booked on Airbnb, Booking.com, Vrbo or GVR
The cancellation and refund terms shown on that platform at the time of booking apply. We do not change them.
4. Accommodation booked direct (apartments, cabins, serviced stays)
Two rate options are offered. The option you choose is shown before you pay.
Non-refundable rate: normally 10% lower than the flexible rate. No refund is due on cancellation, early departure or no-show. You must tick the box at checkout to confirm you accept the non-refundable terms.
Flexible rate: the following cancellation schedule applies.
| Cancellation notice before check-in | Refund |
|---|---|
| More than 14 days | 100% refund |
| 10 to 14 days | 50% refund (50% charged) |
| 7 to 9 days | 25% refund (75% charged) |
| Less than 7 days, early departure, or no-show | No refund (100% charged) |
If we cancel, you receive a full refund.
5. Interior Decorating & Consultations
Consultations (R2,000 each) are non-refundable. The deposit secures your slot. Where your quote states a deposit is non-refundable, it is not refunded. Otherwise it is refundable until work or sourcing has started. Furniture and equipment ordered on your behalf are non-refundable once ordered.
6. Property Management Solutions
Setup fees are non-refundable once work has started. Management agreements follow their own termination clauses.
7. Elite Academy, Digital Books and Bnb ZA Investor Tools
Digital products and courses are delivered instantly or on enrolment and are non-refundable. If a file is faulty or you were charged twice, contact us and we will fix it or refund the duplicate charge. Subscriptions can be cancelled at any time and stop at the end of the paid period.
8. Your legal rights
Nothing in this policy limits any right you have under South African law.
9. Requesting a refund
Email info@elitehospitalityza.com or WhatsApp +27 72 910 3508 with your name, booking or order reference and reason. Please contact us before raising a card dispute.
Cancellation tiers apply to bookings made directly with us. See our Pricing page.