Cancellation & Refund Policy
My Cape Town Concierge
Last updated: 15 October 2026
At My Cape Town Concierge, we understand that travel plans can change. Our cancellation and refund policy is designed to be fair, transparent and straightforward.
When purchasing a concierge package, you will be asked to select your preferred service start date.
Your package becomes active on that date, rather than on the date of payment, unless otherwise agreed.
The Cape Day Pass provides 24 hours of support from the agreed start time. The Cape Stay Pass provides support for up to seven consecutive days from the agreed start date.
For the Cape Trip Plan, itinerary preparation may begin before your travel dates, once your requirements have been received and preparation has been agreed.
Cape Day Pass — R299
You may cancel and receive a full refund if you notify us at least 24 hours before your agreed service date and start time.
Cancellations made less than 24 hours before the service begins are not automatically eligible for a refund.
Cape Stay Pass — R795
You may cancel and receive a full refund if you notify us at least 48 hours before your agreed service start time.
Cancellations made less than 48 hours before the service begins are not automatically eligible for a refund.
Cape Trip Plan — R1,495
You may cancel and receive a full refund provided that preparation of your personalised itinerary has not yet begun.
Once itinerary preparation has commenced, refunds are not automatically available, as work will already have been undertaken on your behalf.
If your travel plans change, please contact us as soon as possible.
We will make reasonable efforts to accommodate a change to your selected service dates, subject to availability and any work already undertaken.
Where possible, we would prefer to reschedule your service rather than cancel it.
Once your concierge service has commenced, or itinerary preparation has begun, refunds are not automatically available for unused time, changes of mind or services no longer required.
However, we will consider individual circumstances fairly, and nothing in this policy limits your rights under applicable South African consumer protection legislation.
Our concierge package fees cover advice, recommendations, planning and booking assistance. They do not include the cost of restaurants, accommodation, tours, transport, activities or other third-party services unless expressly stated.
Any reservations or bookings made with third-party providers are subject to those providers' individual cancellation, amendment and refund policies.
My Cape Town Concierge cannot guarantee refunds from third-party suppliers.
Please contact us using either of the following:
WhatsApp: +27 69 050 4802
Email: hello@mycapetownconcierge.com
Please include your name, the package purchased, your agreed service start date and the reason for your request.
Approved refunds will be processed through the original payment method wherever possible. The time taken for funds to appear in your account may depend on your bank or payment provider.
This policy is intended to operate in accordance with applicable South African law, including the Consumer Protection Act.
Nothing in this policy excludes or restricts any statutory rights or remedies that cannot lawfully be excluded.