FREQUENTLY ASKED QUESTIONS

 

BOOKING PROCESS

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Q: How do I book a trip with Let's Get Lost (Pty) Ltd?
A: To book a trip with Let's Get Lost (Pty) Ltd, you will need to provide us with your full name(s) and surname, email address, preferred package option, number of travellers, travel dates and any other requirements you may have. We will then take care of the rest and provide you with confirmation of your booking.

 

Q: What payment methods do you accept? 
A: We accept the following payment methods: Visa, Mastercard and bank transfer.

Online payments are subject to a 3.5% service fee. 

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Q: Do I need to purchase travel insurance?
A: We strongly recommend that you purchase travel insurance for your trip. Insurance will provide you with coverage for any unexpected costs that may arise during your journey.

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CANCELLATION/REFUND PROCESS

Q: What is the cancellation policy of Let's Get Lost (Pty) Ltd?
A: Let's Get Lost (Pty) Ltd has a flexible cancellation policy depending on the type of trip you have booked. Generally, cancellations must be requested at least 30 days before the departure date of the trip, and a cancellation fee may apply. If an activity has been booked, you may request a refund within 48 hours of the said activity.

Q: How do I cancel a booking?
A: You can cancel your booking at any time by logging into your Let's Get Lost (Pty) Ltd account. You can also contact a Travel Consultant for assistance.

 

Q: Are deposits refundable

A: No, deposits are non-refundable. In the case of force majeure, deposits are refundable with exception to a R350 booking initiation fee.

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Q: How long does it take to receive a refund for a cancelled booking?
A: Credits are issued once the supplier has completed your booking cancellation. Depending on the supplier, this can take up to 16 weeks from the date of cancellation. We generally do however receive refunds from suppliers within 21 to 40 working days. 

 

Q: What is the refund policy?
A: Our general refund policy pertains to Group Trips, all other packages are based on individual supplier policies. Please contact our customer service team to learn more about the refund policies for your specific booking OR refer to trip specific conditions listed on the Package Information page OR your quotation. 

Q: Can I get a refund if I cancel my flight ticket?
A: This depends on the type of ticket you purchased. Some tickets are more restrictive than others, meaning some will allow for a refund, while others will not. Please refer to the fare conditions provided on your itinerary. Airlines can take up to 16 weeks to issue a refund. 

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Q: What if the supplier cancels my booking?

If a full refund is offered by the supplier, we can help to process your request. In addition to this, our cancellation fee is waived, you do however remain liable for the R350 initiation fee. 

Where an activity has been booked as a stand-alone product, a full refund is issued. 

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Q: What happens if a supplier cancels due to Covid-19 Regulations?

A: The above applies.

We can also assist you in issuing a Travel Voucher that can be used to book a new holiday when it is safe to travel again. 

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Q: What happens if Let's Get Lost (Pty) Ltd cancels my booking?

A: You are entitled to a full refund and will not be required to pay the initiation fee. In addition to this, you may opt to book one of the many packages listed on our website OR opt for a Travel Voucher 

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PACKAGE PRICING 

 

Q: Will I be required to pay any additional fees after paying a deposit?

A: No additional fees apply when booking one of our Group Trips. Where individual packages are booked, please refer to trip specific conditions listed on the Package Information page OR your quotation. 

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Q: What are the flight conditions which pertain to pricing?

A: Flight prices aren't fixed and are therefore only confirmed once full payment has been received. 

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• Airfare and Airport taxes fluctuate daily and cannot be guaranteed.

• Rates are indicative, quoted as the best available rate and subject to change.

• Availability can change at any time and is never guaranteed, in case of increase this will be added on to the package price.

• All prices are subject to Rate of Exchange and when a deposit is paid, the balance of the booking is subject to the rate of exchange on date of full payment.

• Advance purchase, peak season surcharges and minimum stay conditions may apply.

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Additional T&C `s may apply 

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CHANGES TO YOUR BOOKING

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Q: Can I change my trip dates after booking?

A: Yes, you can change your trip dates after booking, however a fee may apply depending on the supplier. Please contact us for more information about changing your trip dates. In addition to the above, a R350 admin fee is charged. 

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Q:  Can I make changes to my flight ticket?

A: Yes, you can make changes to your ticket depending on your fare conditions. Additional fees may apply to changes made to your ticket.