Terms and Conditions of Service

TAFEL KAAP TOURS

Terms and Conditions of Service

Effective date: 16 October 2026

Business name: Tafel Kaap Tours
Email: info@tafelkaaptours.co.za
Telephone / WhatsApp: +27 81 719 4311
Operating area: Cape Town, the Western Cape, the Garden Route and other destinations agreed upon in writing.

 1.⁠ ⁠Introduction and application

These Terms and Conditions govern services provided by Tafel Kaap Tours (“Tafel Kaap Tours”, “we”, “us” or “our”) to customers, passengers, travel agencies, hotels and other booking partners (“you” or “the client”).

Our services may include private tours, airport transfers, private transportation, hotel and event shuttles, group transport, multi-day trips and itinerary coordination.

These terms must be read together with the relevant quotation, invoice, written booking confirmation, applicable policies and any specific agreement between the parties.

By confirming a booking, the client acknowledges the terms presented before confirmation, subject always to applicable South African law.

Nothing in these terms excludes, restricts or waives a right that cannot lawfully be excluded, restricted or waived.

 2.⁠ ⁠Quotations and scope of services

2.1. Quotations are based on the agreed itinerary, destination, service duration, passenger numbers, luggage requirements, vehicle requirements and other arrangements disclosed at the time of quotation.

2.2. Where applicable, the quotation will identify the pickup and drop-off points, date, time, service duration, included services, exclusions, price and payment schedule.

2.3. Unless expressly included in writing, the price excludes attraction tickets, accommodation, meals, beverages, parking, tolls, third-party activity fees and personal expenses.

2.4. Additional destinations, unplanned detours, extended waiting periods, additional driving hours and changes to the agreed service may incur additional charges. We will communicate material additional costs and seek the client’s agreement before proceeding, except where an immediate adjustment is reasonably necessary for safety or legal compliance.

2.5. Quotations are valid for the period specified. If no validity period is stated, the quotation remains subject to confirmation of availability and price when the booking is accepted.

2.6. A quotation is not a confirmed booking until written acceptance and the applicable payment and confirmation requirements have been met.

 3.⁠ ⁠Booking confirmation and client information

3.1. A booking is confirmed when Tafel Kaap Tours accepts it in writing and the required deposit or payment has been received, unless the parties agree to different written confirmation arrangements.

3.2. Confirmations may be issued by email or WhatsApp.

3.3. The client must provide accurate information concerning travel dates, passenger numbers, contact details, pickup locations, luggage, flight details and special requirements reasonably relevant to the service.

3.4. The person making a group booking must communicate relevant arrangements and passenger requirements to the other members of the group.

3.5. Changes to passenger numbers, luggage or special requirements must be communicated as early as reasonably possible. We may need to revise the vehicle arrangement or quotation if the original requirements change.

3.6. We may decline a booking that cannot lawfully or safely be performed, provided that any payments and remedies are dealt with in accordance with the booking agreement and applicable law.

 4.⁠ ⁠Deposits, payments and outstanding amounts

Unless otherwise stated in the written quotation, the following payment schedule applies:

•⁠ ⁠Bookings below R2,000: full payment is required to confirm the booking.
•⁠ ⁠Bookings of R2,000 or more: a 50% deposit is required to confirm the booking, with the balance due at least 48 hours before the service.
•⁠ ⁠Bookings made within 48 hours of the service: full payment is required before the service begins.

4.1. Alternative payment arrangements must be agreed in writing.

4.2. Payments must be made using the payment method and bank details supplied on the official quotation or invoice.

4.3. A proof of payment does not, by itself, confirm receipt of cleared funds.

4.4. Any additional charges must be disclosed and agreed upon before they are incurred, except where immediate action is reasonably required for safety or legal compliance.

4.5. If payment is overdue, we may give written notice requesting payment within a reasonable period. If the default is not remedied, we may suspend or cancel the affected service where permitted by law and the circumstances.

4.6. We may pursue lawful recovery of an undisputed, properly due amount, including reasonable recovery costs where legally recoverable. We will not impose arbitrary penalties or charges prohibited by law.

4.7. No payment should be made to a driver or third party unless Tafel Kaap Tours has authorised that arrangement.

 5.⁠ ⁠Cancellations and refunds

5.1. Clients may cancel an advance booking, subject to applicable law and the cancellation terms disclosed before confirmation.

5.2. Unless a different written cancellation arrangement applies, the following schedule is our proposed standard policy:

•⁠ ⁠More than 7 days before the scheduled service: cancellation charge of up to 10% of the service price.
•⁠ ⁠Between 3 and 7 days before the scheduled service: cancellation charge of up to 50% of the service price.
•⁠ ⁠Less than 72 hours before the scheduled service: cancellation charge of up to 100% of the service price.

5.3. These percentages are maximum proposed charges, not automatic entitlements. The actual charge will be reasonable in the circumstances, having regard to the nature of the booking, notice received, costs already incurred, the opportunity to secure replacement business and relevant industry practice.

5.4. A cancellation fee will not be charged where prohibited by law. In particular, the Consumer Protection Act’s provisions on advance reservations prohibit a cancellation fee in specified circumstances where the client is unable to honour the booking because of the death or hospitalisation of the person for whom, or for whose benefit, the booking was made.

5.5. Where a third-party service has already been purchased, any non-refundable amount will be assessed separately. We will explain the relevant supplier conditions and any recoverable costs where reasonably practicable.

5.6. Approved refunds will ordinarily be processed within 7–14 business days, subject to applicable law, payment-provider processing and the receipt of any necessary third-party refund.

5.7. Cancellation requests must be submitted by email or WhatsApp. The request takes effect when received by Tafel Kaap Tours.

5.8. Where the Consumer Protection Act or another applicable law grants the client a cancellation or refund right that differs from this policy, the law takes precedence.

 6.⁠ ⁠Changes to bookings

6.1. Requests to change a date, time, route, passenger count, destination or itinerary are subject to availability and written confirmation.

6.2. A change may affect the price, vehicle requirements, service duration or third-party arrangements.

6.3. We will communicate material additional costs before implementing a requested change.

6.4. If a change cannot be accommodated, the original booking terms will continue to apply unless the parties agree otherwise or applicable law provides another remedy.

 7.⁠ ⁠Pickup times, waiting periods and no-shows

7.1. Clients should be ready at the agreed pickup location at the scheduled time.

7.2. Any included waiting period and charges for additional waiting must be stated in the quotation or booking confirmation. If no waiting arrangement is specified, the client should request clarification before confirming.

7.3. Where a passenger is late, we will make reasonable efforts to contact the client using the contact details supplied.

7.4. If a passenger does not arrive within the agreed waiting period and cannot be contacted after reasonable attempts, the booking may be treated as a no-show.

7.5. Any no-show charge must be consistent with the agreed booking terms and applicable law. A charge will not be imposed merely as an arbitrary penalty.

7.6. For airport transfers, clients should provide accurate flight details and promptly advise us of changes or delays. Flight monitoring and extended waiting are included only where agreed.

7.7. We will make reasonable efforts to arrive on time, but cannot guarantee that delays caused by traffic, accidents, road closures, severe weather or other circumstances outside our reasonable control will not occur.

 8.⁠ ⁠Service delivery and changes to itineraries

8.1. We will exercise reasonable care and skill in providing the agreed services.

8.2. Routes, schedules and activities may need to change because of weather, traffic, road closures, attraction closures, security concerns, vehicle problems or legal requirements.

8.3. We may decline to continue a journey or activity where doing so would create an unreasonable safety risk or breach the law.

8.4. Where a material change is necessary, we will communicate the available alternatives and any price implications as soon as reasonably practicable.

8.5. If we fail to provide an agreed service, or provide it inadequately, the client’s statutory rights and any applicable contractual remedies remain available.

8.6. Nothing in this agreement guarantees a particular weather condition, wildlife sighting, attraction opening, activity availability or experience that depends on circumstances outside our reasonable control.

 9.⁠ ⁠Third-party suppliers

9.1. We may assist with bookings or arrangements involving hotels, restaurants, attractions, tour guides, wildlife reserves, wine estates and adventure activity operators.

9.2. Where a third party provides its own service independently, that service may be subject to its own booking conditions, safety requirements, cancellation policy and availability.

9.3. We will take reasonable care when making arrangements on the client’s behalf and communicating relevant information.

9.4. We are not automatically responsible for every act or omission of an independent supplier. However, this provision does not exclude responsibility for any act, omission or representation for which Tafel Kaap Tours is legally responsible.

9.5. Any third-party charges collected through us will be identified where reasonably practicable.

10.⁠ ⁠Passenger conduct and vehicle use

10.1. Passengers must treat the driver, other passengers and property respectfully and follow reasonable safety instructions.

10.2. Passengers must wear seat belts where provided and required, and must not distract the driver or interfere with vehicle controls.

10.3. Smoking and vaping are prohibited inside our vehicles unless we expressly communicate otherwise.

10.4. Passengers must not carry illegal substances, prohibited weapons or dangerous items, or engage in conduct that creates a genuine risk to safety.

10.5. Clients must disclose child-seat requirements, mobility needs, unusual luggage and other material transport requirements in advance.

10.6. A driver may refuse to commence or continue a journey where a passenger’s conduct creates a genuine safety risk, involves threats or abuse, or makes safe transport impracticable.

10.7. Where a service is interrupted because of serious passenger misconduct, any additional costs, cancellation consequences or refund will be assessed fairly in accordance with the agreement and applicable law.

10.8. A client may be charged reasonable, evidenced cleaning or repair costs for exceptional soiling or damage directly caused by the client or their party, to the extent legally permitted. Ordinary wear and tear is excluded.

11.⁠ ⁠Luggage and personal belongings

11.1. Clients must ensure that their luggage can be transported safely within the vehicle’s available capacity and disclose oversized or unusually valuable items in advance.

11.2. Passengers should check the vehicle before leaving and keep valuables, passports, cash, jewellery, medication and electronic devices securely with them wherever reasonably possible.

11.3. We will take reasonable care when handling luggage entrusted to us.

11.4. Responsibility for lost, stolen or damaged belongings will depend on the circumstances, including any duty owed, the precautions taken and whether our negligence or other legally relevant conduct contributed to the loss.

11.5. We will make reasonable efforts to locate and return recovered property. Any agreed delivery or courier cost may be charged to the owner.

11.6. The Passenger Property, Theft and Vehicle Security Policy forms part of these terms and must be read alongside this section.

12.⁠ ⁠Theft and vehicle security

12.1. We take reasonable precautions to secure our vehicles and protect passenger property, but cannot guarantee that a vehicle or unattended belongings will be immune from theft.

12.2. A criminal act by a third party does not automatically establish liability on the part of Tafel Kaap Tours. Equally, the fact that a theft was committed by a third party does not automatically exclude our liability if our own negligence or breach of duty contributed to the loss.

12.3. Clients are encouraged to remove valuables from the vehicle while visiting attractions or other destinations.

12.4. If a theft or break-in occurs, we will take reasonable steps appropriate to the circumstances, which may include contacting the police, documenting the incident and assisting with available information for insurance purposes.

12.5. Claims involving stolen or damaged property will be assessed fairly and in accordance with applicable law. Nothing in this clause creates a blanket exclusion of liability.

13.⁠ ⁠Health, safety and accessibility

13.1. Clients should notify us in advance of mobility requirements, child-seat requirements or other arrangements reasonably necessary for safe transport.

13.2. We will consider reasonable requests and communicate any material limitations.

13.3. Passengers must comply with reasonable safety instructions from drivers, guides and activity operators.

13.4. We may adjust a service when reasonably necessary to protect passengers or comply with applicable law.

13.5. Nothing in this section removes any statutory obligation owed by Tafel Kaap Tours.

14.⁠ ⁠Insurance and liability

14.1. Tafel Kaap Tours will maintain any insurance required by applicable law and any additional cover expressly agreed in writing.

14.2. Clients are encouraged to obtain appropriate travel insurance covering personal belongings, medical emergencies, cancellations and third-party activities where relevant.

14.3. To the extent permitted by law, we are not responsible for losses caused exclusively by events outside our reasonable control for which we have no legal responsibility.

14.4. We do not exclude or limit liability for fraud, wilful misconduct, negligence, personal injury, death or any other loss to the extent such liability cannot lawfully be excluded or limited.

14.5. No clause in these terms limits a consumer’s rights under the Consumer Protection Act or any other applicable law.

14.6. Any limitation of liability relied upon by Tafel Kaap Tours must be lawful, reasonable, clearly communicated and brought to the client’s attention where required.

15.⁠ ⁠Exceptional circumstances

15.1. Exceptional events beyond a party’s reasonable control may include severe weather, natural disasters, civil unrest, emergency restrictions, major road closures and other comparable disruptions.

15.2. The affected party must notify the other as soon as reasonably practicable.

15.3. We will make reasonable efforts to offer an alternative arrangement, reschedule the service or agree on an appropriate refund where the service cannot be delivered.

15.4. This clause does not automatically entitle either party to retain payments or avoid obligations where applicable law requires a different outcome.

16.⁠ ⁠Complaints and dispute resolution

16.1. Clients should raise complaints as soon as reasonably possible.

16.2. Complaints may be submitted to tafelkaap@gmail.com or +27 81 719 4311.

16.3. Please provide the booking reference, service date, description of the issue and supporting information where available.

16.4. We aim to acknowledge complaints promptly and provide a substantive response within 10 business days where reasonably practicable.

16.5. If a dispute cannot be resolved directly, either party may approach an appropriate consumer dispute-resolution body, regulator or court with jurisdiction.

16.6. Nothing in this clause prevents a client from exercising a statutory right or making a complaint to a competent authority.

17.⁠ ⁠Personal information and privacy

17.1. We process personal information as necessary to manage bookings, provide services, communicate with clients, process payments and comply with legal obligations.

17.2. Information may include names, contact details, pickup locations, flight information, travel dates and other details supplied for the booking.

17.3. We may share relevant information with drivers, authorised booking partners and service providers where necessary to provide the requested service or where otherwise lawful.

17.4. We will take reasonable steps to protect personal information and process it in accordance with POPIA and other applicable privacy requirements.

17.5. Further information about the collection, use, retention and protection of personal information will be provided in our Privacy Policy.

18.⁠ ⁠General provisions

18.1. These terms must be read together with the relevant quotation, invoice, booking confirmation and applicable policies.

18.2. Any agreed variation must be confirmed in writing.

18.3. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent legally possible.

18.4. These terms are governed by the laws of the Republic of South Africa, subject to applicable consumer rights and jurisdictional requirements.

18.5. Where a provision conflicts with a mandatory legal requirement, that legal requirement takes precedence.

19.⁠ ⁠Contact details

Tafel Kaap Tours
Email: info@tafelkaaptours.co.za
Telephone / WhatsApp: +27 81 719 4311

We aim to provide safe, reliable and professionally managed travel experiences throughout Cape Town, the Western Cape and other agreed destinations.