Terms & Conditions
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1. Booking Confirmation
All reservations are provisional until a deposit or full payment has been received. In accordance with the Consumer Protection Act (CPA), guests will receive clear confirmation of booking details, pricing, and all applicable terms and conditions.
2. Pricing & Transparency (CPA Compliance)
All rates are quoted in South African Rand (ZAR) and include VAT unless otherwise stated. The total booking amount, including any additional charges such as service fees or levies, will be disclosed upfront. No hidden fees will be charged after confirmation unless agreed upon by the guest.
3. Payment Terms
A deposit of 50% is required to secure the booking. The remaining balance must be paid prior to arrival or upon check-in, as specified in the quotation. Accepted payment methods will be communicated clearly to the guest. A reservation is only considered confirmed once payment has been received and acknowledged.
4. Cancellation & Refund Policy (CPA Section 17)
In accordance with the Consumer Protection Act, guests have the right to cancel bookings subject to reasonable cancellation fees.
Cancellation fees are as follows:
0–7 days prior to arrival: 100% of booking value
8–14 days prior to arrival: 75% of booking value
15–30 days prior to arrival: 50% of booking value
30+ days prior to arrival: 25% administration fee
Applicable refunds will be processed within a reasonable timeframe, typically between 7–14 business days. Thornycroft Lodge & Spa reserves the right to retain a reasonable portion of fees to cover administrative and operational costs.
5. No-Show Policy
Failure to arrive without prior notice will result in a 100% charge of the total booking value.
6. Amendments
Booking amendments are subject to availability and may result in rate adjustments. Changes requested within 7 days of arrival may incur penalties equivalent to cancellation fees.
7. Check-In & Check-Out
Guests are requested to communicate late arrivals in advance. Early check-in and late check-out requests are subject to availability and may incur additional charges.
8. Guest Conduct & Right of Admission
Thornycroft Lodge & Spa reserves the right of admission. Guests are expected to maintain reasonable standards of conduct throughout their stay. The lodge reserves the right to remove guests engaging in unlawful, disruptive, abusive, or unsafe behaviour without refund.
9. Liability Disclaimer (CPA Fairness Standard)
While every reasonable precaution is taken to ensure guest safety and protect personal belongings, Thornycroft Lodge & Spa will not be held liable for:
Loss, theft, or damage to personal belongings
Injuries or accidents occurring on the premises
This limitation is subject to the fairness provisions of the Consumer Protection Act and does not exclude liability where prohibited by law.
10. Health & Safety Compliance
The lodge complies with all applicable South African health and safety regulations. Guests are required to follow all safety instructions, signage, and guidance provided by staff members.
11. Protection of Personal Information (POPIA)
In accordance with the Protection of Personal Information Act (POPIA), guest personal information will only be collected for purposes related to booking management, legal compliance, and administrative requirements.
All information will be processed lawfully, securely, and confidentially. Guest information will not be shared with third parties without consent unless required by law.
12. Force Majeure
Thornycroft Lodge & Spa shall not be held liable for failure or delay in fulfilling obligations due to circumstances beyond its reasonable control, including but not limited to:
Natural disasters
Government restrictions
Power outages or utility failures
13. Dispute Resolution
Any disputes arising from bookings, services, or agreements will be handled in accordance with the laws of South Africa.
14. Acceptance of Terms
Acceptance of a quotation, payment of a deposit or booking amount, or check-in at the lodge constitutes full acceptance of these Terms & Conditions.
DEPOSIT
A deposit is required at the time of booking, to be paid by credit/debit card, EFT or cash. If you book more than thirty days before arrival, the deposit will be 50% of the cost of your booking. The second 50% is due 30 days before arrival. If you book 30 days or less before arrival you will be required to pay the full amount due for the whole of your stay. NOTE: For all non-refundable rate bookings, you will be required to pay the full amount due for the whole of your stay at the time of booking.
CONFIRMATION OF BOOKING
Your booking will be completed when we acknowledge receipt of your booking request and deposit. Prior to that, the booking will only be regarded as provisional.
PAYMENT
We accept payment by credit or debit card or bank transfer (EFT). Payments in cash on arrival accepted. No cheques will be accepted. Payment for any outstanding balance for the cost of your stay and any extras incurred will be payable on departure.
CANCELLATION | By you
In case of a cancellation or modification of a standard rate booking, the following will apply;
- If cancelling 7 days before arrival, forfeit 100% of the booking total
- If cancelling 30 days before arrival, forfeit 50% of the deposit
In case of a cancellation or modification of a non-refundable rate booking, the following will apply;
No refunds in any circumstances, regardless of the date of cancellation.
All guests are encouraged to take out travel insurance which offers cancellation cover.
CANCELLATION | By us
In the unlikely event that we are forced to cancel your booking, due to circumstances beyond our control, we will attempt to offer you alternative accommodation. If suitable accommodation is not available (or unacceptable to you) then we will refund all monies already paid by you and confirm that you will not be liable for any further payments to us. In any circumstances where you are entitled to compensation, the limit of our liability to you arising from our breach of contract will be up to a maximum of the total cost of your booking.
ARRIVAL AND DEPARTURE
You will be able to check-in between the hours of 14:00 and 21:00 hrs. Arrivals after 21:00 hrs are by prior arrangement only. If prior arrangements have not been made, and you do not arrive by 21:00 hrs, we are entitled to treat it as a “no-show”. Your booking will be cancelled and we have the right to re-let your room. We request that you vacate your room 11:00 hrs on the day of departure.
DAMAGE & BREAKAGE
We are sure that you will take care whilst you stay with us, and we acknowledge that accidents sometimes happen. We do however reserve the right to charge for any damage or breakages which we consider to be deliberately or recklessly caused, for any items discovered missing after you depart or for the cost of the room for any time period for which it is considered unusable due to damage. In agreeing to our terms and conditions, you authorise us to charge this amount to the debit/credit card used to secure the booking. If the damage/breakages are discovered after you depart, you will be notified of any costs in writing as soon as is reasonably practicable, to be settled by the return of post.
CHILDREN
For the consideration of our other guests, we cannot accept bookings for children under the age of 16 without Parents or Guardian . At check-in, we can check the age of any members in your party and we do reserve the right to cancel your booking without a refund.
PETS
Sorry, we do not accept pets.
SMOKING POLICY
We are a No Smoking establishment. If we find that guests have been smoking in the room, or anywhere on the premises where is prohibited to smoke, ( There are marked designated areas to enjoy your smoke) then we reserve the right to ask you to leave immediately. You will remain liable for the whole of the cost of your stay. Whether or not you are asked to leave, we also reserve the right to charge a sum equivalent to one night’s stay if we are unable to re-let the room for 24 hours whilst it is fully aired. In agreeing to our terms and conditions, you authorise us to charge this amount to the debit/credit card used to secure the booking. If evidence of smoking is discovered after you depart, you will be notified of any costs in writing as soon as is reasonably practicable, to be settled by the return of post.
LIABILITY
We do not accept any liability for damage to your property or injury to you (or other members of your party) whilst on our premises unless caused by the negligence of us, or our employees. Cars left in our car park are parked at your own risk.
DATA/PRIVACY
Any data collected as a result of your booking will be stored in accordance with the provisions of the current Data Protection legislation.
LAW
Any dispute between us will be governed by the non-exclusive law of the South African Courts.