Refunds & cancellations

Last updated: 20 October 2026

We want every guest to leave happy. This page explains when you can cancel and how refunds work for beds, food, trips and the shop. It applies to everything you book or buy through the Kwetu app, the Kwetu website or at reception.

Beds & rooms

• Free cancellation up to 48 hours before check-in — you get a full refund.
• Less than 48 hours before check-in — the first night is charged; the rest of the stay and any extras (meals, laundry) are refunded.
• No-show (you don't arrive and don't tell us) — the booking is not refunded.
• Leaving early — nights you don't use are not refunded, unless we can re-let your bed.
• Day stay — cancel any time before the day for a full refund.
• The cleaning fee is refunded whenever the stay is cancelled in time.

Food & drinks (tshisanyama, kitchen, drinks)

• Cancel before the kitchen starts (while your order shows "Paid") — full refund.
• Once the meat is on the fire or the food is being prepared — we can't refund, because it's cooked fresh for you.
• Wrong, missing or spoiled item, or a delivery that never arrives — tell us within 24 hours and we'll replace it or refund it in full, including the delivery fee.
• Delivery fees are refunded if the delivery is cancelled before a driver collects it.

Trips & tours

• Full refund up to 24 hours before departure.
• Less than 24 hours before — no refund, but you can move to another date of the same trip if there's space.
• If Kwetu cancels (weather, safety or too few people) — you choose: a full refund or a new date.
• Arriving late at reception means the trip may leave without you; this is treated as a no-show.

Live events

• Paid events: full refund up to 24 hours before the event, or if the event is cancelled or moved.

Shop (local brands & thrift)

• Changed your mind? Return unused items with tags within 7 days for a refund or swap. Thrift items are sold as seen and can only be returned if faulty.
• Faulty items — return within 6 months for a repair, replacement or refund, as the Consumer Protection Act allows.
• Underwear, swimwear and earrings can't be returned for hygiene reasons unless faulty.

Offers

If we accepted your offer, the same rules apply, based on the price you paid.

Tips

Tips go to the crew and drivers and are not refunded — unless the whole order is cancelled by Kwetu or never delivered.

How refunds are paid

• Refunds go back to the card or account you paid with, through our payment provider iKhokha.
• We start the refund within 2 working days of agreeing it. Banks usually show it within 7–10 working days.
• We don't refund in cash for card payments.

The 7-day cooling-off period

South African law (the Electronic Communications and Transactions Act) gives a 7-day cooling-off period for many online purchases. It does not apply to accommodation, transport, catering or leisure services booked for a specific date — which covers beds, food, trips and events. It does apply to shop items bought online, as set out above.