Cancellation Policy
Property: Twalumba Resort & Lodges
Website: twalumba.com
Contact: reservations@twalumba.com •
bookings@twalumba.com •
+260 779 920 018 (voice & WhatsApp)
1) Scope
This policy applies to reservations made directly with Twalumba Resort & Lodges via our website, WhatsApp, phone, or email. If you booked through a travel agent or online travel site, please follow their cancellation procedures and terms.
2) Definitions
- Standard Rate: Flexible, pay-on-arrival or card-on-file reservations.
- Non-Refundable / Advance Purchase: Prepaid or discounted rates that cannot be cancelled for a refund.
- No-Show: Guest does not arrive on the check-in date and does not contact us to cancel or modify.
- Booking Reference: The confirmation code provided at booking (e.g.,
TWA-XXXXXX).
3) Standard rate cancellations
- Free up to 72 hours You may cancel free of charge until 72 hours before 2:00 PM on the scheduled check-in date.
- Within 72 hours: A late-cancellation fee of one night’s room charge (plus applicable taxes/fees) will apply.
- No-show: Charged one night’s room charge (plus applicable taxes/fees). Remaining nights may be released.
- Early departure: Unused nights are non-refundable once you have checked in.
4) Non-refundable / advance purchase
- These bookings are offered at a special price and are not eligible for refund, date change, or cancellation once confirmed.
- Failure to arrive or cancellation at any time results in a 100% charge of the stay amount.
5) Peak periods & groups
- Peak/blackout dates: During high-demand periods (e.g., holidays, major events), the free-cancellation window may be extended to 7 days. Any stricter terms will be shown at the time of booking.
- Groups (5+ rooms) & events: A separate contract may apply. Unless stated otherwise in your agreement, cancellations within 30 days of arrival may forfeit the deposit or attract staged fees.
6) Modifications (date/name changes)
- We will try to accommodate one date change for Standard Rate bookings, subject to availability and any difference in rate. New dates must be within 6 months of the original arrival.
- Name changes are allowed for the same booking reference; the original booker must request the change.
- Non-Refundable bookings usually cannot be modified.
7) How to cancel
Please include your Booking Reference, full name, and arrival date:
- Email: bookings@twalumba.com
- WhatsApp / Phone: +260 779 920 018
Your cancellation is effective when you receive a written confirmation from us (email or WhatsApp). If you do not receive confirmation within 24 hours, please follow up.
8) Refunds
- Approved refunds are processed back to the original payment method.
- Please allow 5–10 business days for your bank or payment provider to complete the credit (timelines can vary by institution).
- Currency conversion fees or bank charges, if any, are borne by the guest.
9) Force majeure (events beyond control)
If you are unable to travel due to events beyond your control (e.g., natural disasters, official travel bans, serious illness), contact us with documentation. At our discretion, we may waive or reduce fees, offer a date change, or provide a credit for a future stay.
10) Third-party bookings
If you booked via a travel agent, corporate portal, or online travel website, please cancel or modify your booking through that channel. Their terms and timelines will apply.
11) No-show clarification
If you do not arrive on the first night and do not contact us, your booking may be released and the no-show fee will be charged as described above.
12) Policy changes
We may update this policy occasionally. The effective date above indicates the most recent version. Any stricter terms for specific dates or promotions will be shown at booking.
13) Contact us
Email: bookings@twalumba.com |
reservations@twalumba.com
Phone & WhatsApp: +260 779 920 018