SafariFind Booking Protection

SafariFind Booking Protection covers every booking you pay for through SafariFind. SafariFind holds your payment and releases it to the tour operator in stages. If the operator cancels or fails to deliver the trip you booked, we refund everything you paid through SafariFind in full. These terms explain how it works.

How a protected payment works

When you accept a quote or book a package and choose Pay through SafariFind, you pay SafariFind, not the operator.

• Payments are processed securely by our licensed payment partner. SafariFind never stores your card details.
• SafariFind holds your payment against your booking. The operator cannot withdraw it until it is released under these terms.
• Your booking, payments and receipts are kept in your SafariFind account, in the app and on the web.

When the operator is paid

Your payment is released to the operator in two stages:

• Advance: up to 50% of the trip price is released within 3 to 7 business days of your payment, so the operator can secure lodges, park fees and transport for you.
• Balance: the remainder is released from your travel day, when you confirm in the SafariFind app that your trip has started.
• If you do not confirm and have not reported a problem, the balance is released automatically 3 days after your travel date.

What is covered

You are entitled to a full refund of everything you paid for the booking through SafariFind if:

• the operator cancels your booking;
• the operator fails to provide the trip you booked, for example by not showing up on your travel date; or
• the trip provided is materially different from what was confirmed, such as a different itinerary, accommodation or vehicle, without your agreement.

How to make a claim

If something goes wrong, report it before the balance is released:

• Open your booking in the SafariFind app, tap Report a problem and describe what happened. You can also email us.
• As soon as you report a problem, any amount still held is frozen and is not released to the operator while we review your claim.
• We review the evidence from you and the operator and aim to give you a decision within 10 business days.

Refunds

Approved refunds are paid to your original payment method. Banks usually take 5 to 10 business days to show a refund on your statement. Any SafariFind points you used on the booking are returned to your points balance. SafariFind recovers any amount already released from the operator, so you do not need to pursue the operator yourself.

What is not covered

Booking Protection does not cover:

• payments made directly to the operator by bank transfer, cash, mobile money or any other method outside SafariFind;
• cancellations or changes you make yourself, which are governed by the operator's cancellation terms shown in your quote or booking;
• flights, visas, travel insurance and other services not included in your booking; or
• matters that do not change the trip you booked, such as the weather or which animals you see.

SafariFind points

Every payment you make through SafariFind earns points:

• You earn 2% back in points. Each point is worth US$0.01, so a US$1,000 payment earns 2,000 points (US$20).
• Points become available once your trip has taken place. You can use any number of them on a future booking paid through SafariFind. SafariFind funds the discount, so the operator is still paid in full.
• Points earned on a booking that is cancelled or refunded are removed. Points have no cash value and cannot be transferred.

Paying the operator directly

If you choose to pay the operator directly, your contract and payment are solely between you and the operator. SafariFind is not a party to that payment and does not hold or handle the funds. SafariFind accepts no responsibility or liability for the payment, any refund of it, or the operator's performance of the trip. Direct payments do not earn SafariFind points and are not covered by Booking Protection.

Changes to these terms

We may update these terms from time to time. The version in force when you paid applies to your booking. These terms form part of the SafariFind Terms of Service.

Contact us

For help with a protected booking or a claim, email info@safarifind.com.