Terms & Conditions

Terms & Conditions

Welcome to Explorer Backpackers! We are excited to have you stay with us and hope you enjoy your time in Johannesburg. To ensure a comfortable and safe stay for all guests, we have put together these Terms and Conditions. By making a booking with us, you agree to abide by these guidelines. We kindly request that you take a moment to review this information, as it contains important details about our policies regarding bookings, payments, cancellations, check-in/check-out procedures, guest conduct, and more. If you have any questions or concerns, please do not hesitate to contact us.

Bookings and Payments

To secure your booking, a 100% deposit is required at the time of booking. We offer convenient online booking through our website or you can contact us directly via email or phone. Upon arrival, please present the original credit card used for the booking or provide a signed letter from the cardholder along with a copy of the card and a valid ID/Passport. We may request additional deposits to secure your reservation.

Cancellation Policy (Individuals)

For individual bookings of 1 to 3 guests, cancellations made within 10 days of arrival, including no-shows, will be charged 100% of the deposit. Cancellations made 11-29 days before arrival will incur a 50% charge of the total stay, and cancellations made 30 or more days in advance will be subject to a 7% admin fee. Please note that refunds will be processed within 30-60 days and will not be issued in cash. All cancellations are subject to a 7% admin fee.

Cancellation Policy (Groups)

For group bookings of 4 or more guests, cancellations made less than 29 days before arrival will be charged 100% of the total stay. Cancellations made 30-60 days before arrival will incur a 50% charge of the total stay. No-shows will be charged the full amount of the reservation. Refunds for cancellations will be processed within 30-60 days and will not be issued in cash. A 7% admin fee applies to all cancellations.

Check-In and Check-Out

Check-in is available from 2:00 PM onwards. We kindly request that all guests check out by 10:00 AM to allow for thorough cleaning and preparation for incoming guests. Please be aware that specific room numbers cannot be guaranteed and are assigned on the day of arrival. For the safety and well-being of all guests, a health questionnaire and temperature check are mandatory upon arrival.

Guest Policies

To ensure a comfortable stay for all, we have a few guest policies in place. Children under 16 years of age are welcome only when booking a Family/Private Room. Visitors are welcome in our public areas until 8:00 PM, as long as social distancing guidelines are followed. We provide lockers for your convenience; however, guests are responsible for bringing their own padlocks. Lost and found items can be retrieved at the reception desk with valid identification. Smoking is strictly prohibited inside the premises, and any damage to property will incur additional charges. Luggage storage is available for guests currently staying with us, for a maximum period of 30 days.

Additional Information

We strive to provide a clean and enjoyable environment for all guests. Towels can be rented for R50 per stay, and laundry services are available for your convenience. Our staff is committed to maintaining high standards of cleanliness and hygiene throughout the premises. We reserve the right to refuse service to anyone who does not comply with our policies.

Tours and Activities - Agency Terms and Conditions

In addition to the accommodation terms above, the following sections apply specifically when you book tours, safaris, or activities through Explorer Backpackers.

Important Notice Regarding Our Role

Explorer Backpackers acts solely as a booking agent for third-party suppliers, specifically 'MoAfrika Tours' and 'City Sightseeing'. We do not own, operate, or control the daily operations of these tours, vehicles, or activities.

When you make a booking with us, you are entering into a contract directly with Explorer Backpackers for the booking service, but the provision of the actual travel service is subject to the specific terms and conditions of the respective Supplier (MoAfrika Tours or City Sightseeing) as detailed in the relevant sections of this document.

AVAILABILITY AND SUBSTITUTION POLICY

Subject to Availability All bookings made through Explorer Backpackers are subject to final availability and confirmation by the respective Supplier. Receipt of payment does not constitute final confirmation of a specific time slot or date until a booking reference is issued.

Unavailability and Substitution In the event that a selected tour, activity, or time slot is unavailable after you have made a booking -

• Alternative Booking - We will endeavor to secure the next available time slot, date, or a comparable alternative tour for you.
• Communicating with you regarding updates, promotions, and news about Explorer Backpackers.
• Price Adjustments - Should the next available slot or alternative tour be priced higher than your original booking (due to seasonal rates, premium time slots, or supplier price differences), you will be liable to pay the additional cost difference to secure the new booking.
• Refund Option - If the alternative option is not possible or is not accepted by you, Explorer Backpackers will process a full refund of the amount paid for that specific unavailable item.

SUPPLIER SPECIFIC POLICY - MOAFRIKA TOURS

The following terms apply strictly to all bookings involving MoAfrika Tours products.

Booking and Deposits

• Confirmation - A booking is only confirmed once agreed upon in writing and the required payment is received.
• Non-Refundable Deposit - A non-refundable deposit equivalent to 50% of the total tour price is required to secure any booking. This amount is strictly non-refundable under all circumstances.
• Balance Payment - For long-stay tours, the remaining balance is due 40 days prior to the departure date.

Cancellation and Refund Policy (MoAfrika Day Tours)

MoAfrika Day Tours If you cancel a single-day tour, the following refund structure applies based on when we receive your written notice -

• Extreme Weather - Full refund if the tour is cancelled by the operator due to extreme weather.
• 30 Days or more notice - You forfeit 25% of the full payment.
• 20 to 29 Days notice - You forfeit 50% of the full payment.
• 7 to 19 Days notice - You forfeit 100% of the full payment.
• Less than 7 Days notice - You forfeit 100% of the full payment.

Cancellation and Refund Policy (MoAfrika Long-Stay Tours)

For multi-day or long-stay tours, the following applies -

• 55 to 49 Days prior - 50% refund of the total payment (excluding the non-refundable deposit).
• 48 to 42 Days prior - 25% refund of the total payment (excluding the non-refundable deposit).
• 41 Days or less - 0% refund (100% forfeit of all monies paid).
• No Show - If you fail to arrive for the departure, you forfeit 100% of the total payment.

Child Policy and Safety (MoAfrika)

• Age Disclosure - You must strictly disclose the correct age of all children. We reserve the right to request birth certificates for children believed to be 12 years or younger.
• Safari Restrictions - Children 6 years and younger are not permitted on open safari vehicles. The minimum age for guided bush walks is 16 years.
• Accommodation - Not all lodges offer reduced rates for children. If a child is underage for a specific lodge, access may be refused without refund liability.

Travel Documents and Health

• Visas and Passports - You are solely responsible for ensuring you have valid passports (with at least 2 blank pages and 6 months validity) and necessary visas.
• Malaria - If travelling to malaria areas, we strongly recommend anti-malaria medication. Consult your doctor before departure.
• Insurance - Comprehensive travel insurance covering cancellation, medical evacuation, and personal loss is strongly recommended.

SUPPLIER SPECIFIC POLICY - CITY SIGHTSEEING

The following terms apply strictly to all bookings involving City Sightseeing (Red Bus) products.

Ticket Validity and Redemption

• Vouchers - Your booking voucher allows you to board the bus at any designated stop.
• Validity Period - Tickets are generally valid for use within 14 days of the selected travel date, provided they have not yet been scanned or redeemed. Once redeemed, the ticket is valid for the specific duration purchased (e.g., 1-Day or 2-Day).

Cancellation and Refund Policy

• 24-Hour Free Cancellation - You may cancel your ticket for a full refund up to 24 hours before your selected travel date.
• Late Cancellation - Cancellations made within 24 hours of the travel date are non-refundable (100% forfeit).
• Admin Fees - A nominal administrative processing fee (approx. R10 - R20 per ticket) may be deducted from refunds to cover bank charges.
• Weather - Tours operate rain or shine. Refunds are not granted for poor weather unless the service is officially suspended by City Sightseeing.

Child Policy (City Sightseeing)

• Child Rate - Applies to children aged 4 to 17 years.
• Infants - Children under 4 years typically travel free of charge (subject to maximum capacity rules per bus).
• Supervision - All children must be accompanied by an adult at all times.

Bus Operations

• Timetables - Departure times and frequencies are subject to change due to traffic or road closures. Explorer Backpackers is not liable for delays or route deviations.
• Seating - Seating on the open-top deck is on a first-come, first-served basis and cannot be reserved in advance.