Refund & Cancellation Policy

Last updated: 25/05/2026

Refund eligibility depends on supplier terms, reservation timing, cancellation notice periods, and the stage at which concierge, planning, coordination, or booking services have commenced.

All bookings remain subject to supplier availability and final confirmation.

1. Concierge & Service Fees

All concierge, planning, coordination, research, itinerary preparation, sourcing, and service fees charged by Passport & Prosecco are non-refundable once services have commenced.

2. Third-Party Suppliers & Services

Passport & Prosecco acts as an intermediary between clients and independent third-party travel, hospitality, transportation, event, accommodation, and experience providers.

Refunds relating to accommodation, transportation, activities, events, venue bookings, restaurant reservations, or supplier services are governed strictly by the policies and terms of the relevant third-party suppliers.

We are not liable for supplier failures, cancellations, overbookings, delays, airline disruptions, weather interruptions, or changes made by suppliers.

3. Deposits & Partial Payments

Deposits, reservation fees, and partial payments may be non-refundable depending on supplier terms, payment deadlines, and the nature of the booking. Where a supplier retains a deposit or charges a cancellation fee, Passport & Prosecco is not responsible for refunding amounts retained by that supplier.

4. Event Changes

Changes, cancellations, or postponements of events do not automatically entitle clients to refunds. We will assist with coordination where reasonably possible but cannot guarantee supplier refunds, alternative availability, pricing, or outcomes.

5. Force Majeure

We shall not be held liable for delays, cancellations, or disruptions caused by events beyond reasonable control, including pandemics, political unrest, airline disruptions, weather events, strikes, terrorism, civil unrest, government restrictions, natural disasters, supplier insolvency, or transportation interruptions.

6. Payments

Payments are processed securely through PayFast South Africa or other approved payment processors. Passport & Prosecco does not store client card or banking details.

7. Payment Disputes

Any disputes must be raised directly with Passport & Prosecco before initiating a chargeback. Unauthorized or premature chargebacks may result in suspension or termination of services while the dispute is reviewed.

8. Refund Processing Timeframes

Where a refund is approved, processing times may depend on the relevant supplier, bank, card network, payment processor, or foreign exchange process. Refunds are not guaranteed until confirmed in writing.

9. Contact

Refund enquiries should be directed to [email protected].