This page explains what happens to your money when a booking is cancelled. It describes how Arms and Legs works today. Our attorneys are formalising the wording for our full terms; that will not change the rules set out here without notice, and the terms shown to you when you booked always apply to that booking.
If you cancel
You are refunded in full if you cancel at least 24 hours before the start time. Some adventures ask for more notice than that — a multi-day trip or one needing equipment hired in advance, for example — and where they do, the longer period is shown to you before you pay and on your booking confirmation. No adventure can ask for less than 24 hours.
A small number of adventures are listed as non-refundable. That is stated on the adventure page and again in the booking flow before you are charged. You can still cancel one of those, but no refund is issued.
If you cancel with less notice than the adventure requires, no refund is issued automatically — but if something happened that you think we should take into account, raise it with us. We would rather look at it than have you assume the answer.
If the provider cancels
You are refunded in full, always. That does not depend on the adventure's own cancellation terms and it does not depend on the reason — bad weather, illness, an emergency, equipment failure, or too few people booked. If your provider cancels, you get all of your money back.
If the trip does not run
- Not enough people. Some adventures need a minimum number of people to go ahead. If that minimum is not reached by the cut-off, the departure is cancelled and everyone booked on it is refunded.
- Payment taken but the booking never confirmed. If a payment settles and the booking is not confirmed, we refund it automatically without you having to ask.
If you do not arrive
A booking closed as a no-show is not refunded — the provider has held the slot, travelled to it and turned people away for it. If a no-show is recorded and you believe that is wrong, you can dispute it from your booking and we will look at it.
How and when you get the money
- Refunds go back to the card or account you paid from. We cannot send a refund to a different account.
- Most refunds are reversed on the card straight away. That is possible while our payment provider still holds the money, which is for the first two business days after you pay.
- After that, we pay the refund ourselves rather than reversing the card. Nothing changes for you except how it arrives: we run these payments on Mondays and Thursdays, and we email you once yours has gone out. If your booking was cancelled by the provider, or the trip did not run, your refund is not held for a payment run at all.
- Refunds usually reflect within 3 to 10 business days, depending on your bank, and some cards take up to 10. That part is outside our control once the refund is sent — if it has not arrived after 10 business days, tell us and we will follow it up with Paystack.
- If a refund has been approved but not yet completed, we will confirm it by email within 5 working days. “Approved” and “paid” are different things and we will not tell you the second when we mean the first.
If you disagree with an outcome
Raise a dispute from the booking itself and our team will review it. You can also contact us directly. If you paid by card and remain unhappy after we have responded, you retain whatever rights your card issuer gives you.
Your rights
Nothing on this page limits any right you have under the Consumer Protection Act 68 of 2008 or any other South African law.