Terms and Conditions – Masana Africa (Pty) Ltd

Last updated: January 2026

1. Introduction

1.1 What these Terms cover

These Terms and Conditions govern the services provided by Masana Africa (Pty) Ltd ("Masana Africa", "MA", "we", "us", or "our") in relation to the creation, planning, booking, hosting, and monitoring of bespoke African travel itineraries for inbound and outbound clients.

These Terms must be read together with:

• Your confirmed itinerary

• Your project budget and fee schedule

• Any written correspondence or documentation provided to you prior to or at the time of booking confirmation

These Terms apply to all bookings made with Masana Africa, regardless of destination or residency of the client.

1.2 Why you should read them

Please read these Terms carefully before confirming your booking. They explain who we are, how we provide our services, how bookings may be changed or cancelled, your responsibilities as a traveller, and how issues are handled.

2. About Us and How to Contact Us

2.1 Company information

Masana Africa (Pty) Ltd is a private company registered in the Republic of South Africa.

• Registration number: 2024/362021/07

• Registered address: 46 Forest Glade Estate, Tokai Road, Tokai, 7945, South Africa

2.2 How to contact us

• Telephone: +27 83 630 5757

• Email: shaun@masanaafrica.com

2.3 How we may contact you

We will contact you using the contact details you provided at the time of enquiry or booking, including by email or telephone.

2.4 Written communication

Any reference to "writing" or "written" in these Terms includes email correspondence.

3. Your Booking and Authority

The first-named person on the booking confirms on behalf of all persons listed that they:

• Have read, understood, and agree to these Terms

• Are authorised to accept these Terms on behalf of all travellers in the party

• Consent to the processing and disclosure of personal information in accordance with our Privacy Policy

• Confirm that all travellers meet applicable age requirements

• Accept financial responsibility for the booking on behalf of all travellers

4. Our Engagement Process and Fees

Our engagement typically progresses through the following stages, unless otherwise agreed in writing:

Initial consultation and concept development are provided at no charge.

Once the trip concept is approved, an Engagement Fee becomes payable. This fee is non-refundable and is credited toward the final project costs. It is not an additional charge but will remain non-refundable in the event of cancellation at any stage.

Detailed planning, itinerary development, costing, and supplier coordination commence after receipt of the Engagement Fee.

Deposits are required to secure accommodations, logistics, and services. Unless otherwise agreed, this includes:

• An initial deposit of 50% of the total project estimate

• A second deposit of the remaining balance, payable no later than 60 days prior to travel

Reconnaissance travel, hosting services, and live trip management may apply depending on the nature of your itinerary and will be clearly communicated in advance.

Final reconciliation of costs occurs after completion of the trip, and any outstanding balances or refunds will be processed accordingly.

5. Contract Formation

5.1 When the contract is formed

A binding contract for planning services comes into effect once the Engagement Fee has been paid.

A contract for the provision of travel arrangements is formed when we issue a written booking confirmation confirming your itinerary and services.

It is your responsibility to ensure that the confirmed itinerary accurately reflects your requirements and travel dates.

5.2 Accuracy of documents

You must review all booking confirmations and documentation carefully. Any errors must be reported immediately. Names must match passports exactly, including all middle names.

5.3 If we cannot accept your booking

If we are unable to proceed with your booking, we will notify you in writing. Any payments made will be refunded in full.

6. Pricing and Payment

6.1 Pricing structure

Our pricing may include:

• A service fee of up to 20% on items booked by us, unless supplier commission applies

• Planning fees based on time spent by our travel design team

• Reconnaissance fees, hosting fees, and project management fees where applicable

• Reimbursement of approved expenses incurred on your behalf

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No markups are applied to reimbursable expenses, reconnaissance costs, or bookings made directly by you.

6.2 Currency and exchange rates

All currency risk is borne by you. Exchange rate fluctuations may result in adjustments to pricing where costs are incurred on your behalf.

6.3 Payment terms

• Engagement Fees are non-refundable

• Deposits and pre-payments are required as outlined in your invoice

• Late bookings may require immediate full payment

• Additional services or expenses incurred during or after the trip are payable within seven (7) days of invoicing

6.4 Contingency funds

A refundable contingency amount may be requested to cover incidental expenses. Full reconciliation will be provided after the trip.

7. Changes to Your Booking

7.1 Changes requested by you

Requests to amend a confirmed booking must be made in writing. All supplier-imposed costs and additional planning time required to implement changes will be charged to you.

Some travel arrangements may be non-changeable or subject to cancellation charges of up to 100%.

8. Cancellation by You

You may cancel your booking at any time by notifying us in writing. Cancellation takes effect on receipt of your notification.

Supplier cancellation policies apply and are detailed in your budget documentation.

Our planning fees remain payable in full. Hosting fees may be credited. Planning work may be paused and applied to a future trip at our discretion.

Refunds will be processed after deduction of applicable cancellation charges.

9. Changes or Cancellation by Us

We reserve the right to cancel your booking if payments are not made in accordance with the agreed terms.

If we must cancel or significantly alter your booking for reasons within our control and cannot offer a suitable alternative, we will refund all payments received. No additional compensation will be payable.

10. Your Responsibilities

You are responsible for:

• Obtaining comprehensive travel insurance covering all planned activities

• Ensuring compliance with passport, visa, health, and vaccination requirements

• Reviewing government travel advisories

• Conducting yourself in a manner that does not endanger others or disrupt services

  
  

We reserve the right to terminate your booking if your behaviour compromises safety or causes damage.

11. Fitness to Travel and Medical Disclosure

You must disclose any medical conditions, disabilities, or special requirements prior to booking confirmation.

Failure to disclose relevant information may result in cancellation and applicable charges.

We may request medical clearance where reasonably necessary.

12. Problems and Complaints

Any issues during travel must be reported immediately to the relevant supplier and to Masana Africa using the emergency contact details provided.

Post-trip complaints must be submitted in writing within seven (7) days of return.

13. Our Responsibility and Liability

We take reasonable care in selecting suppliers and providing professional advice

We are not liable for losses, injuries, or damages arising from:

• Acts or omissions of third parties beyond our control

• Unforeseeable or unavoidable events

• Services not expressly included in your confirmed booking

14. Force Majeure

We are not liable for delays, changes, or cancellations caused by events beyond our reasonable control, including natural disasters, adverse weather, pandemics, government restrictions, or civil unrest.

You are responsible for ensuring appropriate insurance cover for such events.

15. Use of Personal Information

Personal information is processed in accordance with our Privacy Policy.

16. General Provisions

• These Terms are governed by the laws of South Africa

• Any disputes shall be subject to the jurisdiction of the South African courts

• Rights under these Terms may not be transferred without our written consent

• If any provision is found unenforceable, the remaining provisions remain valid

• Failure to enforce a right does not constitute a waiver

Masana Africa (Pty) Ltd
Email: shaun@masanaafrica.com
Telephone: +27 83 630 5757