Refund and Returns Policy

Effective Date: August 16, 2025

TonX Travel (“we,” “our,” or “us”) is committed to providing quality travel services. All bookings, whether for tours, activities, or hotel accommodations, are subject to this Refund and Returns Policy. Please read carefully before making a reservation.

1. General Policy

All bookings made through TonX Travel are final and non-refundable, except where explicitly stated otherwise. By confirming your booking, you acknowledge that refunds are extremely limited and only considered under exceptional circumstances.

2. Tours and Safari Packages

  1. Cancellation by Customer:
    • Bookings canceled by the customer are non-refundable.
    • Rescheduling may be allowed at the discretion of TonX Travel and may incur a rescheduling fee.
    • No refunds will be issued for missed tours or failure to show up.
  2. Cancellation by TonX Travel:
    • In rare cases where TonX Travel cancels a tour (due to unsafe conditions, government restrictions, or insufficient bookings), you may be offered:
      • A full credit voucher for a future tour, or
      • A partial refund (up to 50% of the booking amount), at our sole discretion.
  3. Force Majeure / Unforeseen Events:
    • No refunds will be issued for cancellations caused by weather, natural disasters, political unrest, strikes, or other events beyond our control.

3. Hotel Bookings

  1. Non-Refundable Rates:
    • Most hotel bookings made through TonX Travel are non-refundable.
    • Guests must check the booking terms before confirming.
  2. Refundable Rates:
    • Some special rates may allow limited refunds. These will be clearly marked during booking.
    • Refund requests for refundable rates must be submitted at least 14 days prior to the check-in date. Late requests will not be honored.
  3. No-Shows and Early Departures:
    • No refunds will be issued for no-shows, early check-outs, or partially used reservations.

4. Payment Disputes

  • Any attempt to dispute a payment through your bank or payment provider without prior authorization from TonX Travel may result in immediate suspension of future bookings.
  • Disputes will be resolved at our discretion, and refunds are not guaranteed.

5. Process for Refund Requests

  • All requests must be submitted in writing via email to: info@tonxtravel.com
  • Include your booking reference, full name, and reason for the refund request.
  • TonX Travel reserves the right to request supporting documentation to evaluate any exceptional refund requests.

6. Modifications to Bookings

  • Modifications, such as changes in travel dates or hotel preferences, are subject to availability and may incur additional fees.
  • Modifications do not guarantee a refund or full transfer of funds.

7. Contact Us

For any inquiries regarding refunds, cancellations, or booking modifications, please contact:

  • Email: info@tonxtravel.com
  • Phone: (+260) 968 684 183
  • Office: Plot 144, Ngwerere Road, Roma, Lusaka