Please read and understand these Terms and Conditions before confirming your travel booking. By confirming a booking, you acknowledge that you understand and accept these terms.
We act as booking agents for the suppliers of the component parts of the flights and holidays we organize. As a result, bookings for those services form a direct contract between you and the relevant supplier and are subject to that supplier’s standard terms and conditions.
Relax Travel, Registration number 2026/371170/07, provides clients with travel and other services on behalf of principals.
A principal is the ultimate provider or owner of the travel service being sold, such as an airline, hotel, cruise line, or tour operator. The principal controls the inventory, sets the prices, and holds the direct legal and financial responsibility for delivering the promised service to the traveler.
Relax Travel acts only as an agent for the Principal.
Accordingly, Relax Travel accepts no liability for any loss, damage (including loss of profits or consequential or special damages), delay, injury, illness, harm, or death that any Client may suffer as a result of any act or omission by the Principal, or the Principal’s failure to fulfill its obligations, whether in relation to travel arrangements, accommodation, or otherwise.
The contract used by these suppliers, often constituted by the ticket issued by the Principal, is the sole contract between the supplier and the Client. Any right of recourse lies solely against the supplier. Prices and information are subject to change without notice.
Once the Client completes all applicable fields to submit an enquiry about a destination, trip, tour, mode of travel, preferred accommodation, or other service on Relax Travel’s website, or submits such an enquiry through any other communication channel, Relax Travel will prepare and provide the Client with the projected total cost of the enquiry online, by email, SMS, or telephonically (the “Quote”).
A Quote is accepted when the Client follows the steps on the website or accepts it by phone or email. Full payment of the quoted amount (the “Payment”) is required to confirm the reservation with the relevant Principal or Principals (the “Booking”). If the Quote increases due to an exchange rate change, the Client must pay the higher amount on demand. If the Quote decreases before Payment is made, the reduced amount will apply. The Client must check whether the Quote has changed before making Payment. Airfares remain subject to the pricing and conditions of the relevant airline. However, once Payment has been received by midnight on the day the Booking is made, the Quote is guaranteed.
Once an online Booking, or any Booking arranged by Relax Travel, has been completed and the Client has authorized payment, the Client will receive an email confirming the final Booking details (the “Booking Confirmation Form”). Relax Travel does not have direct control over the provision of services by suppliers and cannot accept liability for errors or omissions made by such suppliers.
You will be advised at the time of booking what payment is required for your particular arrangements. FAILURE TO PAY ON TIME WILL RESULT IN THE AUTOMATIC CANCELLATION OF YOUR BOOKING.
For air tickets, full payment must reflect in Relax Travel’s bank account by midnight South African time on the day the Booking is made, or sooner if advised, for example due to special fares or promotions, in order to secure the fare quoted in the Booking Confirmation Form.
All tickets are subject to the fare conditions set by the relevant airline. Extra charges may include seating, special meal requests or printing boarding passes etc. A ticket may be partially refundable or non-refundable. To confirm the fare conditions before booking online, please contact our offices.
Flight Reconfirmation - It is your responsibility to ensure that you reconfirm the departure date and times of all your flights at least 72 hours prior to departure.
The Client acknowledges that the itinerary and destination(s) included in the Booking were selected based on information found online. The Client also acknowledges that the online Booking information is compiled, managed, and updated by the Principal, and that Relax Travel has no control over that information. Accordingly, Relax Travel cannot guarantee that the itinerary or any destination will fully or partly match what is advertised online by or on behalf of the Principal. Hotels reserve the right to close facilities due to operational requirements without prior notice. Services and facilities at hotels may change without notice. When booking a travel package with Relax Travel, the Passenger is responsible for familiarizing themselves with all terms and conditions that apply to the booking, including those of airlines, rail and bus operators, other transport service providers, hotels, and tour operators.
Any claim or recourse in this regard will lie against the Principal. Relax Travel is also not liable for incorrect availability shown by the Principal or if selected seats, dates and accommodation are unavailable.
By offering travel to international destinations on its website, Relax Travel does not represent or guarantee that travel to those destinations is advisable or free from risk, and it will not be liable for any loss or damage arising from such travel. It is the Passenger’s responsibility to check whether any travel bans or advisories are in place that may affect the booking. Relax Travel will not be responsible for any booking made in breach of any travel ban or advisory in force at the time of booking.
Payment is due immediately by Visa, MasterCard, electronic funds transfer, or cash deposit, where applicable, and must reflect in Relax Travel’s bank account by midnight South African time on the day the Booking is made. If payment is not received by that time, Relax Travel or the relevant Principal may cancel the Booking. If this happens, the amount paid, less any cancellation and administration fees, will be refunded to the Client within 48 hours after the cancellation is processed. If payment is made after the deadline and Relax Travel confirms that the Booking is still available at a higher price in a revised Quote, the Client may choose to continue with the Booking at that higher price. In that case, the Client must pay the difference between the original Quote and the revised Quote, and the revised payment must reflect in Relax Travel’s bank account by the deadline stated in the revised Quote to secure the Booking.
Relax Travel is a South African company, and all transactions are processed in South African Rand. If payment is made from another country or in a currency other than South African Rand, your bank or card provider may charge currency conversion or other related fees. These charges are determined by your bank or card provider and may vary based on daily exchange rates. Relax Travel is not liable for any additional charges. Relax Travel does not offer credit unless otherwise agreed.
These fees cover the cost of Relax Travel for making and managing your travel booking. We may also charge an additional service fee for extra services, such as processing cancellations or making changes to your booking.
Please note that service fees and products are non-refundable if a booking is cancelled. Service fees may vary depending on the number of passengers, the service provider, the destination, and the type of service provided. These fees will appear in your quotation. An amendment fee may be charged by the relevant Principal for each Booking if any change is made to a confirmed itinerary or ticket.
Travel Delays
Relax Travel is not responsible for any delays before departure or during a tour caused by technical problems, strikes, weather conditions, or any other unforeseen circumstances beyond its control. Any costs arising from these unscheduled delays or extensions, including hotels, meals, airfares, and telephone calls, will be for the passenger’s own account. It is the Client’s responsibility to confirm the specific provisions of travel insurance.
Itinerary Changes
Any variations in the final itinerary (e.g. weather conditions) do not constitute any reason for a refund and Relax Travel shall NOT BE HELD LIABLE for any such variations. IT IS THE CLIENT’S RESPONSIBILITY to check each amendment to the itinerary.
Promotional products and discounted packages are available for a limited time. Unless otherwise stated at the time of booking, any deposit or full payment made for a confirmed booking during the promotional period is non-refundable, non-exchangeable, and cannot be changed, subject to the Consumer Protection Act.
Clients must submit any special requests to Relax Travel in writing at least 72 hours before their outbound flight. While Relax Travel will try to accommodate these requests, it cannot guarantee that they will always be met.
Relax Travel reserves the right to amend these terms and conditions without prior notice to the Client. However, the terms and conditions in force at the time the booking is made will continue to apply to that booking.
If the Client did not purchase the “Trip Cancellation and Refund Guarantee Product” when making the booking, Relax Travel will not consider any refund request. Any refund issued by a Principal will be subject to that Principal’s own terms and conditions. Relax Travel will charge a fee to process a refund request, and the relevant Principal may charge additional refund fees. Certain air tickets are fully non-refundable under the applicable airline fare rules. Cancellations for any reason, including medical reasons, a death in the family, strikes, war, weather, natural disasters, airline default, or government travel warnings, will not entitle the Client to a refund for non-refundable tickets or to a waiver of cancellation penalties where tickets are refundable. Where a ticket is refundable, the airline’s cancellation penalties will apply. Trip cancellation and interruption insurance is therefore strongly recommended, and for the best cover, travel insurance should be purchased at the same time as the airline tickets.
Once we have confirmed the refund amount due, we will submit the refund request to the airline or hotel on the Client’s behalf. For flight bookings, the airline will refund the payment directly to the original account used for the booking. Depending on the airline, this may take anywhere from 6 to 8 weeks, and in some cases 6 months to a year or longer. For hotel bookings, the supplier will refund Relax Travel, and we will then refund the credit card used to make the reservation and usually take about 4 weeks.
Travel Documents
It is the client’s responsibility to be in possession of all relevant travel documents and to check all details of their travel documents (spelling of names, ID/Passport numbers, dates etc. –this includes your itinerary) before departure. If there are any inaccuracies on any of your travel documents, or should you have any further queries, you should contact your travel agent immediately. New regulations require that all parents arriving, transiting and departing from SA are to produce an unabridged birth certificate for their children under the age of 18 years. Relax Travel will not be liable for any delay and/or loss due to any inaccuracies on any travel documents once you are in receipt thereof.
Travel Insurance
We strongly advise passengers to take out travel insurance against cancellation, curtailment, illness, loss of baggage, personal accident, personal liability, and default at the time of booking. Certain Banks offer limited levels of travel insurance, which may not be sufficient cover for international travel.
It is the client's responsibility to ensure that all passports & visas are current, valid, obtained on time have sufficient blank pages and that any vaccinations, inoculations, prophylactics (e.g. for malaria) and the like, where required, have been obtained. Passports must be valid for 6 months after returning to their home country. The Client is strongly advised to check the relevant requirements for their destination and any transit countries before travelling. Before booking any flight, it is important to check if a transit visa is required. It is the client's duty to familiarize themself with the inherent dangers of mental and/or physical condition required for the proposed travel arrangements. If you or anyone in your party has a medical condition or disability that may affect the trip, you must provide us with full written details at the time of booking. If we reasonably believe that we cannot properly accommodate those needs, we reserve the right to decline the reservation. We also reserve the right to cancel the reservation if we later become aware of any undisclosed medical condition or disability. The client must ensure that the details supplied to Relax Travel correspond with details shown on their passport for international travel and ID documents for local travel.
Cancellations
If the Client cancels the Booking, Relax Travel may retain a portion of the payment as a processing fee. The relevant Principals may also charge cancellation fees in addition to the fees charged by Relax Travel under this condition. Principals may further reserve the right to cancel any services before departure. If this happens, the Principal will refund the payment to the Client, less Relax Travel’s service fee, and Relax Travel will have no further obligation to the Client. For package bookings or any land arrangements, including hotels and transfers, the Client will be responsible for all cancellation charges imposed by the relevant suppliers.
Any person who uses Relax Travel’s services accepts these Terms and Conditions by proceeding with a booking before any transaction is concluded with Relax Travel. By doing so, that person is deemed to have read, understood, and accepted these Terms and Conditions and to have the authority to accept them on behalf of the person or company in whose name the reservation or booking is made (collectively, the “Client”).
Subject to statutory constraints or compliance with an order of court, Relax Travel undertakes to deal with all Client information of a personal nature on a strictly confidential basis.
Taxes
Relax Travel will advise you of all mandatory taxes payable before departure. However, some countries charge departure taxes that can only be paid locally. You should therefore keep enough local currency available to cover these charges. You can confirm the details of any departure taxes with the relevant airline when you reconfirm your flight.
Feedback
If you are dissatisfied with us or your travel booking, you must submit your complaint to us within 96 hours of returning from your trip. This allows us to investigate the complaint properly and gives us a fair opportunity to address the issue and limit any loss or damage. Any claim relating to a third-party travel product must be made directly with the relevant third-party service provider. Lost or stolen luggage must be reported to the airline before leaving the airport.
We value your feedback. If you have a compliment, complaint, or would like to share your experience with us, please contact us at info@relaxtravel.co.za.
These Conditions shall be governed by the law of South Africa, and the jurisdiction of South African courts will govern the relationship between the Client and Relax Travel. Relax Travel SHALL BE ENTITLED to institute any legal proceedings arising out of or in connection with this contract in any Magistrates Court having jurisdiction in terms of Section 28 of the Magistrates Court Act no. 32/1944 as amended, notwithstanding that the amount in issue may exceed the limits of such jurisdiction.
In the event that Relax Travel has to engage a lawyer to enforce any of its rights in terms of these Conditions or otherwise, and in the event that Relax Travel is successful in the enforcement of such rights, the CLIENT WILL BE LIABLE for all legal fees at an attorney and own client scale.