Policies

Cancellation and refund policy

Cancellations and refunds depend on how much of the trip has already been committed to suppliers and how close the cancellation is to the service date.

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Contact and review information

Last updated: 29 March 2026 info@focustravelandtours.com +263 713 199 088 Victoria Falls, Zimbabwe

Activity bookings cancelled 24 hours or more before service

  • For activities, tours, and transfer services, a cancellation made at least 24 hours before the scheduled service time is eligible for a 100% refund of the amount paid for that service.
  • The 24-hour cutoff is measured against the confirmed local service time in the itinerary or booking confirmation.

Accommodation cancellations

  • If accommodation has already been paid to the supplier and the cancellation is made less than 24 hours before check-in or service start, 50% of the accommodation amount paid will be refunded.
  • If the accommodation cancellation is made 24 hours or more before the confirmed check-in or service start time, the accommodation is treated under the standard 24-hour cancellation rule and the amount paid is refundable in full unless a stricter supplier rule was clearly agreed in writing before confirmation.

No-shows and last-minute missed services

  • No-shows are not refundable because suppliers, guides, vehicles, rooms, and activity slots will usually already have been paid in full by that stage.
  • Missed pickups, late arrivals, missed flights, border delays, or any situation where the traveler does not reach the confirmed service in time may be treated as a no-show if the supplier cannot reasonably recover the service window.

Accommodation substitutions and unavailable inventory

  • If a booked accommodation is no longer available or cannot be honored as confirmed, Focus Travel will use reasonable efforts to secure a comparable alternative.
  • Comparable alternatives may differ in brand or exact room identity, but the replacement should remain commercially and operationally similar in standard, location fit, and trip practicality.
  • If no suitable alternative is accepted, any refund will depend on the amount recoverable from the supplier and the timing of the change.

Force majeure and events outside control

  • Weather events, flooding, fire, public-health restrictions, civil disruption, border closures, transport strikes, airline changes, and similar events outside reasonable control can affect delivery.
  • In these situations, refunds and credits depend on what suppliers, carriers, and authorities actually release back to Focus Travel.

Refund timing

  • Once the refundable amount is confirmed, approved refunds are returned to the original payment method or another agreed method where legally and operationally possible.
  • Refund timing depends on payment-channel and supplier settlement cycles, but Focus Travel aims to complete the refund process within 21 business days after the refundable amount is agreed.