Cancellation and Refund Policy

All timings are calculated against your check-in day, Africa/Maputo time. "Accommodation amount" means the accommodation price after discounts, capped at what you actually paid; the breakage deposit (where charged) and unused optional services are treated separately and remain refundable.

Your refund entitlement below depends only on when you cancel — never on whether you paid a 50% deposit or the full amount up front.

1. Standard cancellation terms

When you cancel	Accommodation refund
30 or more days before arrival	100%
14–29 days before arrival	50%
Fewer than 14 days before arrival	0%
No-show	0%

• Unused optional services are refunded in full when the booking is cancelled before they are provided.
• If a refundable breakage or security deposit was ever charged on your booking, it is always refundable in full, subject only to damage deductions under the Payment Policy.

2. How refunds are paid

• Refunds are returned through your original payment method where possible, via PayGate, our payment gateway.
• We process approved refunds promptly; your bank or payment provider may take additional business days before the funds reflect. Those provider timelines are outside our control.
• You will receive email confirmation when a refund is initiated, and its status is visible in your guest account.

3. Balance not paid

If your remaining balance is not received by its due date (14 days before arrival) after our reminders, we may cancel the booking. What you paid is then treated under the table above based on the date the booking is cancelled.

4. Cancellation by us

If we must cancel your booking for reasons within our control, you receive a full refund of everything you paid, including the accommodation amount and optional services. Where possible we will first offer alternative dates or a comparable stand.

5. Force majeure and exceptional circumstances

"Force majeure" means an event beyond a party's reasonable control, such as a natural disaster, government prohibition on travel or occupancy, war or civil unrest, or closure of the property required for safety.

• If Jan's 5 Star cannot provide the booked accommodation because of such an event, you may choose either an equivalent rescheduled stay or a refund of the accommodation and unused service amounts you paid.
• If the accommodation remains available but you cannot travel, the standard cancellation table above applies. Management may, in genuinely exceptional circumstances, offer a date change or credit — that is a discretionary gesture, not an entitlement.

This clause does not cover a change of plans, disappointing weather, or missed transport connections where the accommodation remains available.

6. Leaving early

If you choose to check out before your booked departure date, no refund is due for the unused nights — the stand was reserved for your full booked stay. In genuinely exceptional circumstances, management may, at its discretion, offer goodwill consideration; this is never an entitlement.

7. The version you accepted

The exact policy version in force when you book is stored immutably with your booking, shown at checkout, and downloadable from your guest account. That version — not a later edit — governs your booking.

8. How to cancel

Email camp@jan5star.co.za or WhatsApp +27 61 930 1924 from the lead guest's contact details, quoting your booking reference. The cancellation time used is the time we receive your request.