Terms & Conditions

Cape Town Experiences ("we", "us", "our") is a trading name of J WENTZEL ENTERPRISES LTD, a company registered in England and Wales (company number 10732285), with its registered office at 22 Ashmead Road, Banbury, Oxfordshire, England, OX16 1AA. You can contact us at explore@capetownexperiences.com or on WhatsApp at +27 81 834 5129.

These terms apply whenever you use capetownexperiences.com or book anything through us. By making a booking you accept them on behalf of yourself and everyone in your booking. Please read section 7 carefully. It limits our responsibility and asks you to accept certain risks.

We are a booking and planning service. We help you choose and book tours, activities, tickets, transfers and other experiences in and around Cape Town.

Unless an experience page clearly says it is operated by Cape Town Experiences, the experience is provided by an independent third-party operator ("Operator"). This includes guides, drivers and transport providers we arrange for you. Operators are independent businesses or independent contractors. They are not our employees or agents, and we don't control how they deliver their services day to day.

When you book an Operator's experience through us, we act as a booking agent. Your contract for that experience is with the Operator, and their own terms may also apply. We'll share these on request or where we can.

• A booking is confirmed only when we send you a confirmation email with a booking reference.
• Some experiences are "request to book". We hold your card and confirm availability with the Operator. If they can't confirm, we release the hold and nothing is charged.
• Prices are set in South African rand (ZAR). Prices shown in other currencies are estimates for convenience only. The amount charged is in ZAR, and your bank may apply its own exchange rate and fees.
• Prices include VAT where applicable. Unless the experience page says otherwise, they exclude park and conservation fees, gratuities, meals, drinks, personal travel insurance and anything not listed under "Includes".
• We work hard to keep prices and descriptions accurate. If we make an obvious pricing error, we'll contact you before your experience. You can then pay the correct price or cancel for a full refund.

Payments are processed securely by Stripe. We never see or store your full card details. Full payment is due at booking unless we agree otherwise in writing.

By you:

• More than 72 hours before the start time: full refund, less any non-refundable third-party costs we've told you about at booking (for example, some park tickets).
• 24 to 72 hours before: 50% refund.
• Less than 24 hours before, or if you don't show up: no refund.
• Some experiences have their own stricter cancellation terms. These are shown on the experience page and in your confirmation, and they apply instead.
• To cancel or change a booking, email explore@capetownexperiences.com or message us on WhatsApp. Changes depend on availability.

By us or the Operator:

• Many experiences depend on weather and sea conditions, for example the cableway, boat trips, paragliding, helicopters and hikes. If the Operator cancels for weather, safety or operational reasons, we'll offer you another date or a full refund.
• If we have to cancel for any other reason, you'll get a full refund.
• We are not responsible for other costs you incur because of a cancellation, such as flights, accommodation or other bookings.

These terms don't affect any statutory right you may have to cancel an advance booking. Where such a right applies, any cancellation charge will be reasonable, as the law requires.

You agree to, and to make sure everyone in your booking will:

• arrive at the meeting point on time. Late arrivals may be refused without a refund.
• give us accurate details, including any medical conditions, mobility needs, allergies or dietary needs that are relevant to the experience.
• make sure you're fit and healthy enough for the activity, and meet any age, weight, fitness or swimming requirements shown.
• follow the guide's and Operator's safety instructions at all times.
• not take part under the influence of alcohol or drugs. Guides may refuse anyone they reasonably believe is unfit or unsafe to take part, without a refund.
• take responsibility for any children in your group and supervise them at all times.
• look after your own belongings and valuables.
• carry valid identification and any travel documents you need.
• take out comprehensive travel insurance. It should cover medical treatment, emergency evacuation, cancellation and personal belongings, and include cover for any adventure activities you book. This is a condition of booking.

PLEASE READ THIS SECTION CAREFULLY. IT LIMITS OUR LIABILITY AND ASKS YOU TO ACCEPT RISKS.

7.1 Activities carry risk. Many experiences we offer involve physical activity and natural environments. They include hiking, climbing, abseiling, paragliding, helicopter and boat trips, ocean activities, wildlife encounters, quad biking, sandboarding and road travel. Risks include, among others, slips and falls, falling objects, sudden weather changes, rough seas, drowning, animal behaviour, vehicle accidents, crime, equipment failure, and the possibility that emergency medical help is far away. These risks can cause property loss or damage, illness, serious injury, permanent disability or death. Some can't be removed even when everyone takes reasonable care.

7.2 You take part at your own risk. By booking, you confirm that you understand these risks and voluntarily accept them for yourself and everyone in your booking.

7.3 Independent Operators and guides. Guides, drivers and Operators arranged through us are independent. They are not our employees or agents. They are responsible for how they provide their services, including safety, equipment, vehicles, licences and insurance. To the fullest extent the law allows, we are not liable for anything an Operator, guide or driver does or fails to do.

7.4 Exclusion of liability. To the fullest extent permitted by law, neither Cape Town Experiences nor its directors, staff or agents will be liable for any death, injury, illness, loss, damage, delay, expense or inconvenience, of any kind and however caused, arising from your booking or your participation in any experience. This includes anything caused by:

(a) an Operator, guide, driver or other third party;

(b) your own acts or omissions, or those of anyone in your booking;

(‌c) weather, natural events, animals, illness, strikes, civil unrest, crime, government action, power outages (load-shedding), or any other event beyond our reasonable control; or

(d) negligence (other than gross negligence) by us or anyone acting for us.

7.5 Limit on our liability. If we are found liable despite the above, our total liability to you for any claim is limited to the amount you paid us for the experience concerned.

7.6 Indirect loss. We are never liable for indirect or consequential loss, loss of enjoyment, loss of earnings, or missed flights and connections.

7.7 Indemnity. You agree to indemnify Cape Town Experiences against any claim by anyone in your booking, or by a third party, that arises from your or their breach of these terms, failure to follow safety instructions, or unlawful or reckless behaviour.

7.8 What we don't exclude. Nothing in these terms excludes or limits liability that by law can't be excluded or limited. This includes our liability for death or personal injury caused by our own negligence, for gross negligence, or for fraud. It also includes any non-excludable right you have under the UK Consumer Rights Act 2015, the South African Consumer Protection Act 68 of 2008, or other consumer law that applies to you.

Guides may take photos during an experience. We won't use photos in which you can be identified for marketing without your consent. If you leave a review on our site, you allow us to show it, together with your first name and country.

If something goes wrong on the day, tell your guide or message us on WhatsApp straight away so we can try to fix it. Formal complaints should be emailed to explore@capetownexperiences.com within 14 days of the experience. We'll respond within 10 working days and help you take the matter up with the Operator where needed.

We may update these terms from time to time. The version in force when you book applies to that booking.

These terms are governed by the laws of the Republic of South Africa. Disputes will be heard by the South African courts, without affecting any mandatory consumer rights you have in the country where you live.