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Last updated: July 2026
This policy explains how cancellations and refunds are handled at ProAvia Travel & Tours. Cancellation conditions vary by service, supplier and travel date. The conditions that apply to a specific booking will be stated in your quotation or booking confirmation before payment. Customers should review and accept those conditions before confirming a booking.
Cancellations should be made in writing so we have a clear record of the request and the date it was received. Use one of the official cancellation channels below.
The cancellation date is the date ProAvia receives your written request, not the date you sent it. If you cancel by email, the cancellation date is the date the message is received in our inbox. If you cancel by WhatsApp, it is the date we receive and read the message during operating hours. Requests received outside operating hours are dated to the next operating day.
Different services have different cancellation conditions because each is governed by its own supplier rules. Tours, transfers, car hire, accommodation, flights and visas can each carry different fees and timing. The conditions that apply to your booking will be stated in your quotation or booking confirmation. Where a quotation or confirmed service agreement contains terms that are more specific than these general website terms, the service-specific terms in the accepted quotation or confirmation will apply to that booking.
ProAvia works with hotels, lodges, airlines, vehicle rental companies, ground operators and other suppliers. Each supplier has its own cancellation rules, and those rules are passed through to you. In some cases the supplier may charge a fee, retain a deposit, or refuse a refund altogether if the cancellation falls within their penalty window. We will disclose any supplier cancellation conditions we know about in your quotation or confirmation.
Some services are non-refundable. This may apply to third-party tickets, permits, visa fees, park entrance fees, prepaid accommodation, or peak-season bookings. Any non-refundable components in your booking will be disclosed before payment is taken. Please review your quotation carefully before accepting.
Approved refunds depend on the payment method used and the supplier’s own refund process. Refunds to credit or debit cards typically take longer to appear on your statement than the time it takes us to authorise them, because the card network controls the final settlement timing. Bank transfers may take several business days. We will confirm the expected timeline when we authorise a refund.
If you ask to change a booking rather than cancel it, we will do our best to accommodate the change subject to availability and the supplier’s change rules. Changes may incur a fee, may require a new quotation, and may not be possible for services close to their travel date. Contact us as early as possible.
A no-show is when a customer does not arrive for a booked service and does not cancel in advance in writing. No-shows are generally treated as a cancellation on the day of service and are usually non-refundable, because the supplier may have committed resources, turned away other customers, or prepaid costs that cannot be recovered.
If you arrive late for a service, we will try to help where possible. For tours and transfers, late arrival may shorten or cancel your service, and may be treated as a no-show if the supplier cannot accommodate a delayed start. For flights, late arrival at the airport is governed by airline check-in rules. For accommodation, late check-in is usually possible if arranged in advance.
If ProAvia cannot provide a confirmed service, we will contact the customer as soon as reasonably possible and explain the available options. Depending on the circumstances and the applicable supplier conditions, these may include rescheduling, an alternative service, a credit or a refund.
Some tours and transport services depend on weather, road and safety conditions. Where operating would be unsafe, ProAvia may delay, reschedule, modify or cancel the affected service. The available remedy will depend on the circumstances and any supplier conditions disclosed during booking. Where a tour is cancelled by the operator for safety reasons, the supplier’s rescheduling or refund policy will apply.
ProAvia is not liable for failure to perform a service where the failure is caused by an event outside our reasonable control. This includes natural disasters, severe weather, road closures, pandemic measures, government action, civil unrest, strikes, airline schedule changes, supplier failure, and similar events. In such cases we will work with you to find the best available alternative, but cannot guarantee a full refund where supplier costs have already been incurred.
Different services are governed by different supplier rules. The following differences commonly apply, but the specific conditions for your booking are those stated in your quotation.
We want you to book with confidence. If anything in your quotation or booking confirmation is unclear, please contact us before paying. We are happy to explain the cancellation conditions, non-refundable components, supplier rules and any other terms that apply to your service.
Email bookings@proaviainc.com or WhatsApp +264 81 810 9185.
See also our Terms and Conditions and Privacy Policy.