Refund & Cancellation Policy

1. How to cancel

Send a written cancellation request to admin@rusticfields.co.za. Include the booking reference, customer name, contact details and reason for cancellation. A cancellation is effective once acknowledged by Rustic Fields.

2. Pending unpaid bookings

A provisional booking that has not received the required deposit may be released after the payment period communicated by Rustic Fields. No refund is due where no payment was received.

3. Cancellation charges

Where a confirmed booking is cancelled, Rustic Fields may retain or charge a reasonable cancellation amount. The amount is assessed fairly with reference to:

• how much notice was given;
• the nature, duration and value of the booking;
• costs already incurred or services already provided;
• the likelihood and actual ability to secure a replacement booking; and
• any non-refundable third-party or payment-processing costs.

The cancellation charge will not exceed the amount reasonably permitted under applicable South African consumer law.

4. Death or hospitalisation

No cancellation charge will be imposed where the law prohibits it, including qualifying circumstances where the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit the booking was made. Rustic Fields may request reasonable supporting documentation.

5. Refund method and timing

Approved refunds will normally be returned through the original payment method. Card payments will be refunded to the same card where required by the payment provider. Processing times are controlled partly by the payment provider and banking network, and may take several business days after approval.

6. Non-refundable amounts

Amounts for services already supplied, authorised damage charges, reasonable cancellation charges and genuinely non-refundable third-party costs may be deducted from a refund, subject to applicable law.

7. Changes requested by the customer

Date, room, venue or guest changes are subject to availability and any price difference. Rustic Fields will try to accommodate reasonable changes but cannot guarantee them. A material change may be treated as a cancellation and new booking where necessary.

8. Cancellation or change by Rustic Fields

If Rustic Fields cancels a booking due to circumstances within its control, the customer will be offered a suitable replacement, rescheduling option, credit or refund for the affected service. For circumstances beyond reasonable control, Rustic Fields will act reasonably and in accordance with applicable law.

9. Payment disputes

Before initiating a chargeback, customers are requested to contact Rustic Fields so that the issue can be investigated. This does not limit any lawful rights available to the customer.

10. Contact

Email: admin@rusticfields.co.za
Telephone: 069 880 0377

Also read the full Terms & Conditions.