How to request a cancellation or change
Contact Luxora by phone, WhatsApp, email or the available guest portal. The request takes effect when Luxora acknowledges it in writing. For urgent travel-day changes, phone or WhatsApp is recommended.
Guest cancellations
Luxora will calculate any amount due using the stage of planning, work already performed, committed supplier costs, recoverable amounts and any reasonable cancellation charge permitted by law. No blanket non-refundable label overrides mandatory consumer rights.
Supplier terms
Hotels, lodges, airlines, charter operators, transport providers and activity suppliers may have different deadlines and penalties. These will be disclosed where available before confirmation. Luxora does not retain a supplier penalty as its own fee.
Booking changes
Changes remain subject to availability. Luxora will disclose known fare differences, supplier fees and additional planning costs before confirming the change where reasonably possible.
Supplier or Luxora cancellation
If a confirmed service cannot be delivered, Luxora will offer a reasonably comparable alternative, credit, rescheduling or a refund for the undelivered component, as appropriate and subject to law.
Force majeure
For events beyond reasonable control, Luxora will seek recoveries, credits, substitutions or postponement and will keep the guest informed. Outcomes depend on applicable law, insurance and supplier recoverability; Luxora will not misrepresent a supplier’s position.
Refund timing
Approved Luxora-held refunds will be processed promptly to the original payment method where practicable. Supplier-funded refunds may be paid after Luxora receives cleared funds. Currency and bank charges may affect the final amount.
No-show and late arrival
A no-show or missed service may be treated as used where the supplier lawfully charges in full. Luxora will still request mitigation or credit where reasonable.
Complaints and review
A guest may request a written breakdown of deductions and escalate a concern under the Complaints Handling Policy. Mandatory CPA rights remain available.
Legal and governance references
- Protection of Personal Information Act 4 of 2013 (POPIA), as amended or replaced.
- Consumer Protection Act 68 of 2008 (CPA), as amended or replaced.
- Electronic Communications and Transactions Act 25 of 2002 (ECTA), where applicable.
- Applicable supplier terms, common law, and other binding South African requirements.