Cancellation policy

Why the conditions are not the same for everyone

A single cancellation policy for every experience would be convenient to write and false to apply. The conditions change with the experience, the parks involved, the properties booked and the date: a half-day boat trip and a four-day safari with overnight stays cannot have the same rules.

That is why the conditions that apply to you are set out in the written proposal you receive before confirming, referred to your date and your experience. This page explains how they are put together and what applies when the proposal says nothing different.

What the cancellation terms cover

• Cancellation by the person who booked: time bands and the consequences of each, set out separately by type of experience.
• Cancellation or change for reasons of safety, weather, sea conditions or the closure of an area: what is offered as an alternative and what is returned.
• Failure to turn up at the agreed time, and delays that make the activity impossible.
• Change to the number of participants after confirmation.
• Sums that cannot be recovered because they have already been paid to properties, parks or third-party suppliers, with an explanation of why they are not within the organiser's control.
• The timing and the method by which any refund is made, and who bears the transfer fees.

The cancellation windows are these, unless your proposal states otherwise: up to 7 days before, the deposit is returned in full; between 7 and 2 days before, the deposit is retained, because by then vehicles and accommodation are already committed; in the last 48 hours the amount paid is not refundable. Experiences involving a flight, a night in a lodge or entries bought in advance follow the supplier's conditions, which can be stricter: when that is the case it is written in the proposal, before you confirm and not after. Refunds are issued within 10 working days of the request, by the same means the payment was received.

The principle I would like to keep

When something cannot be done safely, it is not done: safety comes before the programme and before any rule written here. What can be negotiated is how the consequences are settled, not whether to go out in the wrong conditions.

Cancellation or refund requests should be sent in writing to info@jambojohn.com, or to the same WhatsApp number we organised the trip on. The time the message is received is what counts.